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Interview Guide
Key Questions
- e-Strategy: Does the organization have a clear vision of electronic service
delivery, and is this vision supported through the organization's strategies, plans
and adequate resources? Is there senior management awareness of, and support for, the
change involved in implementing the vision? Has an investment strategy been
developed to fund future e-government projects and initiatives?
- Architecture: Are service delivery processes sufficiently well defined and
understood to support the transformation to e-government? Is the IM/IT
infrastructure in place to manage the data, applications, hardware, software and networks
for e-government applications?
- Risk and Program Management: Has the organization adequately addressed the key
risks in transitioning to on-line service delivery at the organization, project, and
service program levels? Does the organization manage on-line investments proactively and
monitor risks on an ongoing basis?
- Organizational Capabilities: Do the people, tools and knowledge necessary to
transform traditional government service delivery exist within the organization? Are the
mechanisms in place to ensure staff acquire the skills and competencies necessary to
deliver services online?
- Value Chain Integration: Are clients, partners and suppliers aware of, and
willing to support, e-government service delivery? To what extent can the organization
build on existing partnerships and client relationships to achieve greater integration of
services with clients and partners through e-government?
- Performance Management: Is the organization monitoring service metrics and client
satisfaction and adjusting accordingly? Are there mechanisms in place to measure system
reliability and availability?
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