The institution implements electronic-based services (e-services) to improve service delivery by enabling users to interact with the institution remotely, and eventually autonomously.
Such e-services are multi-channelled, being based on different mechanisms (e.g. the Internet, mobile phones, call centres, kiosks).
Guideline code
ICT_01600
Mechanism
Mechanism
- The ICT unit should lead the design and implementation of multi-channel e-services, to enable users to interact with the institution through diverse mechanisms, such as web-based and mobile-oriented applications, phone connections and distributed kiosks.
- Web-based and mobile-oriented services may be based on “one-stop” portals to facilitate access and avoid the fragmentation of service sites.
- Implementation could be based on alternative strategies:
- An improved services approach aiming at building individual services incrementally, focusing on short-term improvements in organizational efficiency;
- A transformational approach aiming at building citizen-centric services which provide a broad possibility of self-guided access to information and operations, using collaborative front ends rather than an operations menu.
- Adaptation of the interaction methods to users’ characteristics could be based on segmentation of the users’ universe, as well as using advanced web technologies (Web 2.0).
- The ICT and other relevant units should ensure service availability and quality of service, including access outside office hours and support for a large number of simultaneous connections. Techniques may consist of:
- Service continuity practices to manage the high availability of the platform;
- Asynchrony in back-end request processing, to better support the requests load.
- Using social web technologies and social networking approaches may be explored to improve interaction with specific user groups.
- Relevant units, including ICT and customer services, should continuously measure performance improvements and conduct service assessments through customer surveys, field studies, and transactions and usage analysis.
Parent
Structure
Structure
- A strategy for improving the effectiveness, quality and efficiency of social security service delivery by providing multi-channel e-services should be adopted by the institution.
- The characteristics of the target public and, especially, constraints to access by specific population groups, should be taken into account. Standards on accessibility to e-services (web-based and mobile) should be followed.
- Regulations on data security and privacy should be taken into account when processing users’ data and connections to the institution’s systems.
- Where they exist, national e-government platforms and frameworks should be used.
- Online services should be based on institutional models and standards (ICT governance and management frameworks, data security and privacy frameworks, the institution’s technical standards, W3C standards).
Title HTML
Guideline 11. Implementing e-services
Type
Guideline_1
Weight
19