How to benchmark public e-services in the labour sector?

Abstract

Through this paper a study about Information and Communication Technologies applied to the labour sector will be carried out. Specifically, it will be focused on the Catalan Employment Service and a final benchmark with the Spanish Employment Service will be carried out. With this aim, a complete study about eGovernment and the role and relevance of Information and Communication Technologies (ICT) in this field will be the first step. Analysis about services provided by the Catalan Employment Service and its multichannel dimension is the second step. Finally, a framework about how to benchmark public websites in the labour sector focused on the Catalan Employment Service website evaluation will be done. The aim is to build an effective and multi-dimension analysis tool regarding both operational and efficiency terms. The proposed tool is built gradually through the study and evaluation of previously selected studies, taking into consideration all dimensions and concrete parameters needed in order to carry out a complete evaluation that will bring an added value contribution and reach reliable results. The proposed model pretends to be an added value contribution in the sense of having a tool for a complete assessment of the website in both dimensions breadth and depth as a unique unit of assessment, and reaching deeper levels of evaluation such as effectiveness in its aims or eDemocracy assessment. With regard to the results obtained, it can be said that both websites would get a pass when being evaluated by the citizens as the main stakeholder. Even though, there are relevant points to address in order to create most satisfactory websites and assure its sustainability, ensuring the multi-channel dimension of eGovernment. The SOC website has structural problems and should create a better vertical integration in order to assure that users will not feel lost when searching for specific information. By contrast, the ‘SEPE’ website while being better structured, should manage in a more efficient way the huge amount of information available, assuring users will find useful information in a faster way. Both website should improve little aspects of navigation and accessibility promoting eInclusion in order to make users feel more comfortable when surfing websites and. Furthermore, both websites should focus on promoting eDemocracy. Although both have good images from the citizen’s viewpoint, reflected in factors such as Reliability and Trust & transparency being highly rated, both websites must enable eParticipation including tools that enable two-way communication between government and citizens.