Page 218 - ISC PROCEEDINGS 21.4

with full visibility of their application status through this entire experience will allow them
to proactively monitor their application and limit the need for citizens to contact or
physically go to government offices. This will improve both the customer experience and
the efficiency of government operations.
(3) To increase the accountability and service capabilities for those who are
responsible for processing online applications also presents another opportunity for
agencies. Management agencies must create opportunities for their staff to participate in
ongoing training on the use of digital technology, including the use of electronic
document management systems, proper etiquette when communicating through digital
channels, and the practice of situational problem-solving. In addition to this continued
education around digital technology, the establishment of digital-based Key Performance
Indicators (KPIs) will be needed. KPIs will include response time, overall time taken to
process an application, the percentage of applications processed on time, levels of citizen
satisfaction, and the number of negative comments received. These KPIs must be
evaluated and reported as part of the human resources workflow and systems which will
create an objective and transparent manner in which agency staff are rewarded for
performing at their highest level and incentivizes the enhancement of service delivery. At
the same time, there must also be specific reward mechanisms for high-performing staff
members and prompt corrective action when staff members are not performing timely or
are not being accountable for their actions.
(4) The implementation of a real-time evaluation mechanism as part of the citizens’
online transaction experience is essential. The technology should automatically provide
quick and easy means of evaluation within the regular transaction process (e.g., rating
system, emoticons, open-ended comments). The system will collect and forward this data
to the responsible administrative office for tracking purposes to enhance workflow
through identification of bottlenecks and through measuring any concerns with employee
attitudes. Data collected should not only be used for internal evaluation but also for
external public reporting to further enhance accountability and transparency between
citizens and their government. The establishment of a two-way feedback loop enhances
service delivery and provides an authentic opportunity for citizens’ to feel their opinions
are valued thus increasing citizen satisfaction and trust in government services.
Recommendations for improving system quality to enhance the citizen experience:
(1) An infrastructure management strategy that is proactive needs to be developed
to ensure the stability and performance levels of the online public service system. This
means all servers, transmission lines, and databases should be regularly and thoroughly
audited with regular traffic studies at peak hours in order to have plans in place for any
needed resources. Strong monitoring and alert systems for identifying and fixing technical
problems will be equally important for this effort. Besides, incident response protocols
need to be established, with clear written procedures that include maximum timeframes
for resolution, as well as duties/responsibilities for each department, so that citizens
receive a continuous and uninterrupted service experience.
(2) In addition, the system must also provide cross-device, cross-platform
compatibility, and optimize performance (when accessing system functionality). The
portal has to be designed to work on all devices, browsers, and operating systems, such
as Windows-based PCs, Mac OS X (mac), Android-based smartphones, iOS-based
smartphones, …and should serve as a resource for all users of all technology, including
Older Technology and low-spec hardware (ex. user of high-end PC would expect same

217