Description (short summary):
This is the draft final report of the European Commission‘s (Directorate-General Information Society and Media) study on the measurement of user satisfaction and impact.

The study has developed a multilayer user-satisfaction and impact measurement toolkit aimed at providing both policy makers and public agencies with the necessary information and tools for the analysis of public sector service provision. This standardized survey framework provides a hands-on approach to a set of customizable survey tools.

Its methodology offers a rich and solid foundation for analysis based on state-of-the-art experiences accumulated both on the EU and international levels. The measurement toolkit was piloted in September 2008 in ten different Member States and the results were used to fine-tune the measurement instrument and to develop first policy recommendation aimed at fostering inclusive eGovernment.

Number of pages:
Full report: 240 pages
Executive summary: 7 pages
Annex 1: 32 pages
Annex 2: 65 pages