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ZeGo – Zufriedenheit im eGovernment : Measuring user satisfaction with eGovernment portals of the 26 cantons in Switzerland

Bargas-Avila, J. and de Vito, M. and Opwis, K.. (2007) ZeGo – Zufriedenheit im eGovernment : Measuring user satisfaction with eGovernment portals of the 26 cantons in Switzerland. Basel.

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Official URL: http://edoc.unibas.ch/dok/A5249131

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Abstract

This report contains the results of ZeGo, an online survey conducted in all 26 Swiss cantons on their corresponding websites from October to December 2006. The main goal was to measure user satisfaction with the different governments' portals and to gather feedback regarding problem areas, improvement wishes, and what kind of services should be prioritized in future development. In total 3713 participants were registered. The participant rate for each canton varied a lot, ranging from 682 (Bern) to only 12 participants (Appenzell Ausserrhoden). Users in all cantons showed relatively high levels of satisfaction: On a scale of 5 the average was 3.8, with five portals sharing the first place (Appenzell Innerrhoden, Basel, Bern, Uri and Ticino). Major differences were found between participants working for the state and citizens not employed by agovernment’s office. State employees use the portals more often, spend less time using the Internet, and show different levels of satisfaction (in some cantons higher, in others lower). 901 (24%) participants reported having encountered problems while fulfilling their task on the portal. In all the cantons these participants also showed lower levels of satisfaction most probably caused by the disruptions that took place during the task fulfillment. 80% of these problems seem to be related to difficulties in searching information (e.g. caused by the search engine, structure, navigation on the site etc.). Existing eGovernment portals seem to be able to provide the necessary information in the desired quality – but for the time being finding this information seems to be the main problem. When asked about their improvement wishes for the portals, most participants would like to be able to dispose of better search (search engine, search options, sitemap etc.) and navigation functionalities (navigation, structure, overview, consistency etc.). This emphasizes the importance of developing a user-centered information architecture that enables the citizens to find the desired contents with just a few clicks. Furthermore, this shows the need to implement a well functioning search engine once again. Regarding new services, participants would e.g. like to be able to register their driver’s license, vehicles, or to order documents online. ZeGo was conducted at the Department of Psychology, University of Basel.
Faculties and Departments:07 Faculty of Psychology > Departement Psychologie > Forschungsbereich Persönlichkeits- und Entwicklungspsychologie > Allgemeine Psychologie und Methodologie (Opwis)
07 Faculty of Psychology > Departement Psychologie > Ehemalige Einheiten Psychologie > Mensch-Maschine Interaktion (Bargas-Avila)
UniBasel Contributors:Bargas-Avila, Javier Andrés and Opwis, Klaus
Item Type:Other
Bibsysno:Link to catalogue
Publisher:Institut für Psychologie Universität Basel
Note:Note: Erhältlich über das Onlineportal: www.zego-study.ch -- Publication type according to Uni Basel Research Database: Other publications
Last Modified:04 Jan 2013 08:37
Deposited On:22 Mar 2012 14:18

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