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Mag. Archmann / Stampfl
www.help.gv.atthe aid for official channels
Mag. Sylvia Archmann
Mag. Archmann / Stampfl
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%
Mag. Archmann / Stampfl
HELP
a service platform for citizens offering:
Information
Communication
Transaction
on all interactions with Austrian authorities.
Mag. Archmann / Stampfl
Information
about official proceedings
fees and deadlines
forms
useful tips
200 lifesituations and 1000 official procedures for citizens and entrepreneurs
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
Transaction
different procedures with partner authorities all over Austria
integration of e-signature and e-payment
interface to the backoffice
Mag. Archmann / Stampfl
Target Groups
HELP for Entrepreneurs (HELP-Business)
HELP for foreign citizens
HELP for disabled people
HELP for EU-neighbours
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
Partners in the Link Concept
12 Federal Ministries
9 Provinces
80 District Administrations
2359 Municipalities
Public organizations (trade unions, social security insurance, job centres)
Mag. Archmann / Stampfl
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.
Mag. Archmann / Stampfl
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
Mag. Archmann / Stampfl
HELP „barrierefrei“
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
Mag. Archmann / Stampfl
HELP „barrierefrei“
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
Mag. Archmann / Stampfl
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