Intro

There is a need to develop and establish a comprehensive service delivery monitoring and performance measurement framework for eGovernment. The focus of this component should be to enable creation of an e-circuit (end to end electronic communication) for public services delivery based on agreed responsibilities, procedures, and operational rules. Properly established and conceptualized service delivery monitoring system could serve to the management as key enabler for performance analysis and continuous efficiency improvement tool for the public service delivery. This pillar could guarantee the performance of the service operations by all actors according to the legal basis, institutional arrangements, and agreements.

Company

NRD Companies is a global IT and consulting group of companies, specializing in governance and economic digital infrastructure development. Headquartered in Norway, the group unites companies operating in Fintech, GovTech and practice-based consulting areas in aiding countries to reach UN sustainable development goals. NRD companies have a successful track record of implementing projects, such as e-service delivery platforms, national post digitalization, tax administration platforms and other digital solutions, in all 5 continents. The Group is a recognized leader in the industry and is controlled by the INVL Technology.

NRD Companies is a parent company for the following subsidiary corporations: Norway Registers Development AS, NRD Systems, NRD Rwanda, NRD Bangladesh, ETRONIKA, Infobank Uganda.

https://nrd.no

Problem

The immense improvement in information and communications technologies (ICT) has motivated service providers to offer services through electronic channels. Governments also realize the widespread, cost-effective and strategic roles that ICT plays in order to serve citizens and other businesses. With the development of a greater number and variety of e-services, citizens have higher expectations and demands and they only quest for those government e-services that are high in quality (i.e., as far as performance, security, availability, etc. are concerned). There are various quality models, standards, frameworks and monitoring systems that organizations can adopt to meet the expectations of citizens, they vary in terms of their domain of use, their maturity in providing the services, the number of factors they consider, their importance and their validity.

NRD Systems has an idea to create a universal eGovernment service delivery monitoring and performance measurement system that could help manage and enhance quality of e-services for the Governments worldwide.

Expected results

(1) Knowledge product – Methodology for measurement of e-service delivery. Analyze, conceptualize and document best practices in the field of service design and delivery, customer experience, customer behavior, user experience, socio and econometry, ICT, marketing. The set of clearly defined, measurable and presentable quantitative and qualitative criteria should be defined during the early stages of the project and to lead to IT solutions prototype

(2) Testing in real environment (North Macedonia eGovernment project for modernization of whole eGovernment system in Macedonia);

(3) Prototype ready for integration to existing product (GxP Customer-Centric Service Delivery Platform). Dashboards, feel and look, and essential functionality should be prototyped using modern tools like inVision, Adobe Experience Design, Origami studio or similar tools.

More information

Multidisciplinary team required

Successful team should include some of the following expertise – user experience expert, marketing expert, designer, socio economist, econometry expert, behavior or psychologist, ICT expert, system analyst and similar.