Interview Guide

General

1. Does the organization effectively manage/monitor the investment involved and monitor risks on an ongoing basis?
2. Is the organization committed to transforming its service delivery processes to an e-government business model?

1. Are risk management policies and guidelines in place for electronic service delivery?
2. Is the effectiveness of controls assessed regularly?

• To what extent are managers familiar with risk management concepts as they pertain to e-government?
• Is there an e-government risk management framework in place?
• Are major risks highlighted in project and business plans for e-government?
• Are action plans in place to avoid or mitigate risk related to e-government?
• To what extent is e-government risk management integrated with risk management overall within the organization?
• Are the risks inherent in e-government communicated to clients and stakeholders?

1. What portfolio management processes are in place to support planning, tracking and oversight of the investment in e-government?

• Have e-government projects been prioritized at the organization-wide and business line levels?
• To what extent are stakeholders involved in prioritizing e-government projects?
• Are interim and post-implementation reviews conducted to track actual vs projected performance?
• Are results used to improve the portfolio? Are they shared with stakeholders?

1. To what extent are project management tools, processes and standards used on e-government projects?

• To what extent are staff familiar with project management methodologies and tools?
• Are project teams effective in terms of quality, timeliness and cost of delivery?
• Are project teams effective in terms of a balance between technical, business and social issues?
• Are stakeholders informed?
• Is there open communication and trust among team members?

1. Has the need to change the organization's culture and business processes been identified?
2. Have change agents been identified to facilitate this change?

• Is there a change management program in place?
• Are the change management implications around e-government well understood?
• Does the organization support electronic service delivery (internal and external)?
• Have teams been put in place to do process re-design in support of e-government?
• Is there a continuous improvement program in place for on-line service?