Stating best e-Government
practices to help policymakers.
Public platforms report
e-Government services
Raport
2024
[ around the web ]
See online[ PROJECT SUMMARY ] With the rise of digitisation, government services are under pressure to go online as well. What’s more, citizens now expect the same level of CX from public services as they receive in the private sector. But achieving this high quality is not easy. To help state officials, we created the most comprehensive e-Government report on the glove.
Industry:
e-Government services
Products:
Website, Mobile
Market:
Global
[ HIGHLIGHTS ]
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State of CX in e-Government Services – the only report available benchmarking customer experience in top global public platforms.
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Based on public services of 14 countries from all over the world.
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247 pages full of best practices, actionable recommendations, and detailed analyses.
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Also available as a 20-page long executive summary.
[ around the web ]
See onlineScope of work
[ Business need ]
Governments need
superb digital services
With the swift rise of digitisation all around the globe, government services are under pressure to transition to the Internet. People now expect the same level of convenience, efficiency, and user experience from public services as they receive from the private sector. This shift is not just a trend – but a necessity for modern governance. As a result, state officials need to act.
However, developing such services is not easy.
Building public platforms comes with unique challenges.
Unfortunately, decision- and policymakers often lack the unique insights necessary to effectively design, develop, and implement such digital services. And to help them access best practices, benchmarks, and strategic advice tailored specifically to the unique requirements of public platforms. This is where the public platforms report comes into play.
[ Goals ]
Free industry knowledge
for state officials
The report aims to provide state officials with an easily accessible, exhaustive knowledge source about public platforms – to support them in developing high-quality
e-Government services. Specifically, to:
Create user-friendly, accessible, and responsive e-Government platforms that improve citizen satisfaction and engagement.
Continuously evaluate and improve e-Government platforms by benchmarking against global standards and best practices.
Implement robust cybersecurity measures and comply with data protection regulations to safeguard citizen data.
Make informed, data-driven decisions that enhance the efficiency and effectiveness of e-Government services.
Foster innovation by adopting emerging technologies and continuously improving digital services.
Ensure a seamless and integrated digital transformation across all government departments and services.
[ Context ]
A detailed look
into a complex matter
Just like any other digital platform, e-Government services need to offer great CX to make users happy. But there’s a catch – the quality threshold for public platforms is extremely high, surpassing what is usually expected from private services. Specifically, they must comply with strict security and privacy regulations.
Moreover, government services reach a diverse population, including citizens with varying levels of digital literacy and access to technology. As a result, they need to be accessible and inclusive. Additionally, the integration and interoperability of various governmental departments and services further complicate the development and implementation of effective e-Government platforms.
[ Challenges ]
A tricky industry
to analyse
Public services are a specific digital space. As a result, analysing them comes with unique challenges.
Choosing the optimal countries and e-Government platforms for the analysis
There are 195 recognised states on the globe. Choosing the right ones for the project – specifically, those that would offer the most value to the majority of report readers – is a huge challenge.
An enormous scope of the analysis.
The final report is 247 pages long. This only shows that the volume of data to assess is remarkable – and tricky, even for an experienced team.
Convincing foreign nationals to join the project.
Finally, analysing all of these platforms required getting local residents on board – specifically for the qualitative research.
[ Approach ]
Proven
methodology
To assess all the public services, our experts applied state-of-the-art methodologies and battle-tested approaches.
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Platform mapping
All selected platforms were mapped precisely and evaluated on overall usability and clarity, focusing on the most important screens, processes, and services.
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User flows
Using user-flow diagrams, we visualized key services, as well as all login and registration processes.
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Information architecture
We visualised the platform's information architecture, exploring 1,000+ screens to shed light on the content structure of pivotal sites.
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Flying Bisons Scoresheet
We created the Flying Bisons Scoresheet to evaluate each country's platform. 16 separate indexes were used to assess usability, customer experience, and scalability on each e-government platform.
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User research
In a quantitative study, users from seven countries were asked to complete a task on their national government platform and answer questions to evaluate their experiences.
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UX audit
We conducted a comprehensive, expert UX audit of all the platforms to assess their usability, customer experience, and potential for scaling to other services.
[ The report ]
A monumental knowledge
base
full of insights and best practices
The final report offers actionable insights and more complex analyses, outlined in detail on hundreds of pages. All this based on hundreds of work hours, thousands of surveys, and over a dozen analysed public platforms.
1800+ hours of UX research.
1000+ mapped screens.
2800+ user surveys.
14 analysed platforms.
A list of 36 best practices.
A description of 18 practical recommendations.
Multiple in-depth, extensive analyses of specific issues and challenges.
[ The results ]
The means to provide
citizens
with the ultimate
e-Government experience
Thanks to this report, Government officials and policymakers can gain a better understanding of what a public platform should look like, what should be included, and what avoided.
With State of CX in e-Government Services, those responsible for setting up e-Government services can accelerate their operations, limit easy to eliminate mistakes, and understand what questions to ask and which steps to take.
All this thanks to the unique approach, powered by qualitative and quantitative research, carefully set up to achieve the best, most useful results.
So, if you’re a Government official yourself, this is what you can expect from the report:
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Strategic insights for decision making
You’ll see many analyses, examples, and user feedback from worldwide implementations to support your strategic decisions.
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Benchmarking and competitive analysis
You’ll understand where your platform ranks against global e-government benchmarks to identify areas where you can take action.
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Best practices and innovative solutions
You’ll get a wealth of knowledge about successful strategies, technological innovation, and user-centric design principles, broken down into actionable best practices and practical recommendations.
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Enhance customer experience and engagement
You’ll learn more from CX examples and user flows from award-winning e-government platforms worldwide.
“The report is the single source of truth you need to build a successful citizen-centric platform that will set global standards.”
Łukasz Kowalski
Co-founder, Flying Bisons
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