mag. archmann / stampfl the aid for official channels mag. sylvia archmann

Mag. Archmann / Stampfl

www.help.gv.atthe aid for official channels

Mag. Sylvia Archmann


A vision comes true

TV:

1974: 11%

2000: 97%

PC‘s:

1989: 6%

2002: 40%

The breakthrough of new technologies in Austrian households:

mobile phones:

1993: 4%

2003: 75%


HELP

a service platform for citizens offering:

Information

Communication

Transaction

on all interactions with Austrian authorities.


Information

about official proceedings

fees and deadlines

forms

useful tips

200 lifesituations and 1000 official procedures for citizens and entrepreneurs


Communication

„Questions and Answers“ forum for individual requests (~ 500 requests/month, steadily increasing): Questions answered by the editorial team of HELP, but HELP-visitors are invited to share their experiences.

interactive dictionary of governmental terms

questionnaire on user satisfaction


Transaction

different procedures with partner authorities all over Austria

integration of e-signature and e-payment

interface to the backoffice


Target Groups

HELP for Entrepreneurs (HELP-Business)

HELP for foreign citizens

HELP for disabled people

HELP for EU-neighbours


How People Contact Government

More than half of all Americans contact the government in a given year.Why people contact government:

30% transactions (e.g. renewing a car registration)

25% answers to specific questions

19% register their opinion with government agencies

11% help for a specific problem

Using a government Web site is the second most frequent approach for contacting government.

Source: „How Americans Contact Government“, Pew Internet & American Life Project, 2004


HELP – a story of success

number of sessions rose from 19,778 monthly in 1999 to a remarkable 262,000 in 2004

in 1998 there were 8 so called „life situations“ available, today there are 200

number of user accesses per month has increased by more than ten times since the online service has been launched in 1997


E-Europe Award 2003

E-Media Award 2003

Justitia Award 2003

Stockholm Challenge Award 2000

2nd Place Justitia Award 2000

Winner of the 4th Speyer Quality Award 1998

W:URL for the best Austrian web presentation


Factors of Success

strictly focussed on citizens needs

service across all levels of government

broad cooperation with provinces and municipalities

more than 80 experts in public administration guarantee high quality of the content

fast action

recognise new developments and trends


Partners in the Link Concept

12 Federal Ministries

9 Provinces

80 District Administrations

2359 Municipalities

Public organizations (trade unions, social security insurance, job centres)


HELP for disabled people

The Austrian E-Government Act:

§ 1 (3) […] by 1 January 2008 at the latest, official Internet sites which provide information or electronic support for procedures are structured in such a way as to comply with international standards for access to the worldwide web, including unhindered access for disabled persons.


HELP „barrierefrei“

„design for all“ approach:(standard users)blind peoplevisually impaired peopledeaf peoplehearing impaired peoplepeople with mobility and movement problemspeople with cognitive problems and elderly people



Activities:user and expert involvementreview of prototypesproposal for better accessibility

• WAI/WCAG guidelines (AAA)

proposals for better usability• Perceptibility• Understandability• Operability• Memorability• Efficiency• Technical robustness



RequirementsAnalysis

Concept onNaviagtion

and Contentstructuring

Technicalanlysis

Analysis and conceptional design

PrototypeImplementation

Evaluation

Prototype

Implementationon CMS

UserEvaluation

Beta Version

Datamigration

Tuning andvalidation

HELP„barrier

free“

Final Version


The future of HELP

WAI – „AAA“ and usability: HELP „barrierefrei“

Increased cooperation between HELP and municipalities

Optimized accessibility to online transactions of other portals

Connection to the upcoming EU-Portal „Your Europe“: http://europa.eu.int/youreuropeIncrease of the number of partner municipalities

Implementation of one additional foreign language

mag. archmann / stampfl the aid for official channels mag. sylvia archmann

Documents