Professional Documents
Culture Documents
Digital Governance
in Municipalities
Worldwide
(2013-14)
~
Sixth Global E-Governance Survey:
A Longitudinal Assessment
of Municipal Websites
Throughout the World
Marc Holzer | Yueping Zheng | Aroon Manoharan | Alan Shark
Public
Technology
Institute
Digital Governance in
Municipalities Worldwide (2013-14)
~
Sixth Global E-Governance Survey: A Longitudinal Assessment
of
Municipal Websites Throughout the World
Marc Holzer
Yueping Zheng
Aroon Manoharan
Alan Shark
The E-Governance Institute
National Center for Public Performance
School of Public Affairs and Administration
Rutgers, the State University of New Jersey, Campus at Newark
Co-Sponsored by
Department of Political Science
Kent State University, Kent OH
and
Public Technology Institute
ii
Digital Governance in
Municipalities Worldwide (2013-14)
~
Sixth Global E-Governance Survey: A Longitudinal Assessment
of
Municipal Websites Throughout the World
iii
ISBN: 978-0-942942-28-6
iv
CONTENTS
Executive Summary
pg 7
Chapter 1: Introduction
pg 15
Chapter 2: Methodology
pg 18
pg 30
pg 45
pg 50
Chapter 6: Usability
pg 59
Chapter 7: Content
pg 67
Chapter 8: Services
pg 77
pg 86
pg 94
pg 100
Bibliography
pg 111
Appendices
pg 113
~
ACKNOWLEDGEMENTS
This
Hasan Alameer
Haykaz Baghyan
Hugo Asencio
Huong Ha
Jasna Kopa
Jaydeep Pathare
Jessie Curtis
John Thomas
Judith Meyer
Jung Ah Yun
Jyldyz Kasymova
Kazi Huq
Khalid Majrashi
Kim Davis
Lazim Ahmedi
Lenna Nashif
Leonardo Rocha
Louis Houle
Marcelo da Luz Batalha
Maria Paula Almadae
Silva
Marion Ada Holland
Massimo Marra
Mirae Kim
Nadine Elebrashy
Narine Khachatryan
Nataliya Smyhora
Olena Yanakova-Lange
Paul Fernandez
Peter Janusz
Peter Knight
Photios Nic. Zygoulis
George Kaladze
Glenn Mcknight
Pornphisud
Mongkhonvanit
Priscilla Machado
~
EXECUTIVE SUMMARY
The
City
2011-12
Score
City
2013-14
Score
City
Score
Seoul
84.74
Seoul
82.23
Seoul
85.80
Prague
72.84
Toronto
64.31
New York
66.15
Hong Kong
62.83
Madrid
63.63
Hong Kong
60.32
New York
61.10
Prague
61.72
Singapore
59.82
Singapore
58.81
Hong Kong
60.81
Yerevan
59.61
Shanghai
57.41
New York
60.49
Bratislava
58.31
Madrid
55.59
Stockholm
60.26
Toronto
58.05
Vienna
55.48
Bratislava
56.74
Shanghai
56.02
Auckland
55.28
London
56.19
Dubai
55.89
10
Toronto
52.87
Shanghai
55.49
Prague
54.88
11
Paris
52.65
Vilnius
55.35
Vilnius
53.82
12
Bratislava
52.51
Vienna
54.79
Vienna
53.40
13
London
51.96
Helsinki
54.22
Oslo
52.52
14
Jerusalem
50.64
Auckland
53.19
Stockholm
52.25
15
Tokyo
50.59
Dubai
53.18
London
51.90
16
Zagreb
50.16
Singapore
52.21
Helsinki
51.27
17
Ljubljana
49.39
51.77
Macao
48.69
18
Lisbon
48.82
Moscow
Copenhage
n
50.06
Mexico City
47.01
19
Brussels
48.01
Yerevan
49.97
Kuala
Lumpur
46.16
20
Johannesbu
rg
47.68
Paris
48.65
Zurich
45.36
City
Overall
Privacy
Usability
Content
Services
CS
Engagement
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
Seoul
New York
Hong Kong
Singapore
Yerevan
Bratislava
Toronto
Shanghai
Dubai
Prague
Vilnius
Vienna
Oslo
Stockholm
London
Helsinki
Macao
Mexico City
Kuala
Lumpur
Zurich
85.80
66.15
60.32
59.82
59.61
58.31
58.05
56.02
55.89
54.88
53.82
53.40
52.52
52.25
51.90
51.27
48.69
47.01
16.30
13.34
13.33
7.41
3.70
11.11
8.52
4.44
13.71
14.07
15.56
8.89
14.07
8.15
11.48
13.70
11.11
4.44
16.57
14.38
14.07
15.00
17.82
16.88
16.57
15.32
15.47
15.63
11.57
15.94
15.00
11.88
15.00
12.19
14.69
15.01
17.46
14.45
12.22
13.65
14.92
11.43
16.19
11.27
7.94
9.84
12.23
10.16
13.97
16.19
11.91
8.26
11.43
13.18
16.72
15.25
12.79
12.30
12.13
9.51
11.15
15.41
13.77
9.51
7.38
8.20
6.56
13.11
7.05
9.84
7.71
9.18
18.75
8.75
7.92
11.46
11.04
9.38
5.63
9.58
5.00
5.83
7.09
10.21
2.92
2.92
6.46
7.29
3.75
5.21
46.16
9.63
13.13
7.94
12.13
3.33
45.36
7.41
16.57
11.11
5.90
4.38
19
20
City
Seoul
Vilnius
Prague
Oslo
Dubai
Helsinki
New York
Hong Kong
Schaan
Buenos Aires
Country
Korea (Rep.)
Lithuania
Czech Republic
Norway
United Arab Emirates
Finland
United States
Hong Kong, China
Liechtenstein
Argentina
Privacy
16.30
15.56
14.07
14.07
13.71
13.70
13.34
13.33
13.33
12.59
City
Yerevan
Bratislava
Seoul
Toronto
Zurich
Lima
Santiago
Vienna
Luxembourg
Prague
Country
Armenia
Slovak Republic
Korea (Rep.)
Canada
Switzerland
Peru
Chile
Austria
Luxembourg
Czech Republic
Usability
17.82
16.88
16.57
16.57
16.57
16.25
16.25
15.94
15.94
15.63
City
Seoul
Toronto
Stockholm
Yerevan
New York
Auckland
Oslo
Singapore
Brussels
Mexico City
Country
Korea (Rep.)
Canada
Sweden
Armenia
United States
New Zealand
Norway
Singapore
Belgium
Mexico
Content
17.46
16.19
16.19
14.92
14.45
14.29
13.97
13.65
13.33
13.18
City
Seoul
Shanghai
New York
Dubai
Stockholm
Hong Kong
Singapore
Yerevan
Kuala Lumpur
Toronto
Country
Korea (Rep.)
China
United States
United Arab Emirates
Sweden
Hong Kong, China
Singapore
Armenia
Malaysia
Canada
Services
16.72
15.41
15.25
13.77
13.11
12.79
12.30
12.13
12.13
11.15
City
Seoul
Singapore
Yerevan
Vienna
Shanghai
Bratislava
New York
Almaty
Minsk
Hong Kong
Country
Korea (Rep.)
Singapore
Armenia
Austria
China
Slovak Republic
United States
Kazakhstan
Belarus
Hong Kong, China
CS Engagement
18.75
11.46
11.04
10.21
9.58
9.38
8.75
8.54
8.13
7.92
1
INTRODUCTION
This
Findings.
2
METHODOLOGY
Lagos (Nigeria)
Nairobi (Kenya)
Tunis (Tunisia)
Asia (30)
Almaty (Kazakhstan)
Amman (Jordan)
Baghdad (Iraq)
Bandar Seri Begawan (Brunei Darussalam)
Bangkok (Thailand)
Colombo (Sri Lanka)
Dhaka (Bangladesh)
Dubai (United Arab Emirates)
Ho Chi Minh City (Vietnam)
Hong Kong (Hong Kong, China)
Jakarta (Indonesia)
Jerusalem (Israel)
Karachi (Pakistan)
Kathmandu (Nepal)
Kuala Lumpur (Malaysia)
Europe (40)
Amsterdam (Netherlands)
Athens (Greece)
Belgrade (Serbia and Montenegro)
Berlin (Germany)
Bratislava (Slovak Republic)
Brussels (Belgium)
Bucharest (Romania)
Budapest (Hungary)
Chisinau (Moldova)
Copenhagen (Denmark)
Dublin (Ireland)
Helsinki (Finland)
Istanbul (Turkey)
Kiev (Ukraine)
Lisbon (Portugal)
Ljubljana (Slovenia)
London (United Kingdom)
Luxembourg (Luxembourg)
Madrid (Spain)
Minsk (Belarus)
Moscow (Russian)
Nicosia (Cyprus)
Oslo (Norway)
Paris (France)
Prague (Czech Republic)
Riga (Latvia)
Rome (Italy)
San Marino (San Marino)
Sarajevo (Bosnia and Herzegovina)
Schaan (Liechtenstein)
Sofia (Bulgaria)
Stockholm (Sweden)
Tallinn (Estonia)
Tirane (Albania)
Valletta (Malta)
Vienna (Austria)
Vilnius (Lithuania)
Warsaw (Poland)
Zagreb (Croatia)
Zurich (Switzerland)
Lima (Peru)
Montevideo (Uruguay)
Santa Cruz de la Sierra (Bolivia)
Santiago (Chile)
Sao Paulo (Brazil)
Oceania (2)
Auckland (New Zealand)
Sydney (Australia)
WEBSITE SURVEY
The focus of this research is the main city homepage, which
is defined as the official website where information about city
administration and online services are provided by the city.
Municipalities in the United States and globally are increasingly
developing websites to provide information and services online;
however, e-government is more than simply establishing a website.
The emphasis should be on using information technologies to
effectively provide government services. According to Pardo (2000),
some of the initiatives in this direction are: 1) providing 24/7 access
to government information and public meetings 2) providing
mechanisms to enable citizens to comply with state and federal rules
regarding drivers licenses, business licenses, etc. 3) providing access
to special benefits like welfare funds and pensions 4) providing a
network across various government agencies to enable collaborative
approaches to serving citizens, and 5) providing various channels for
digital democracy and citizen participation initiatives.
An official municipal website includes information on the
city council, mayor and executive branch. If there are separate
Digital Governance in Municipalities Worldwide 2013-14
20
Key
Concepts
Raw
Score
Weighted
Score
Privacy/
Security
19
27
20
Usability
20
32
20
Content
26
63
20
Services
21
61
20
Citizen and
Social
Engagement
18
48
20
Total
104
231
100
Keywords
Privacy policies, authentication,
encryption, data management,
cookies
User-friendly design, branding,
length of homepage, targeted
audience links or channels, and
site search capabilities
Access to current accurate
information, public documents,
reports, publications, and
multimedia materials
Transactional services purchase or register, interaction
between citizens, businesses
and government
Online civic engagement/
policy deliberation, social
media applications, citizen
based performance
measurement
Description
The New York City privacy policy (www.nyc.gov/privacy) gives the following
definitions of cookies and web bugs or beacons: Persistent cookies are cookie
files that remain upon a users hard drive until affirmatively removed, or until
expired as provided for by a pre-set expiration date. Temporary or Session
Cookies are cookie files that last or are valid only during an active
communications connection, measured from beginning to end, between computer
or applications (or some combination thereof) over a network. A web bug (or
beacon) is a clear, camouflaged or otherwise invisible graphics image format
(GIF) file placed upon a web page or in hypertext markup language (HTML)
e-mail and used to monitor who is reading a web page or the relevant email. Web
bugs can also be used for other monitoring purposes such as profiling of the
affected party.
3
OVERALL RESULTS
The
City
Seoul
New York
Hong Kong
Singapore
Yerevan
Bratislava
Toronto
Shanghai
Dubai
Prague
Vilnius
Vienna
Oslo
Stockholm
London
Helsinki
Macao
Mexico City
Kuala Lumpur
Zurich
Sao Paulo
Auckland
Brussels
Copenhagen
Tokyo
Buenos Aires
Jerusalem
Schaan
Madrid
Guayaquil
Dublin
Luxembourg
Berlin
Tallinn
Country
Korea (Rep.)
United States
Hong Kong, China
Singapore
Armenia
Slovak Republic
Canada
China
United Arab Emirates
Czech Republic
Lithuania
Austria
Norway
Sweden
United Kingdom
Finland
Macao, China
Mexico
Malaysia
Switzerland
Brazil
New Zealand
Belgium
Denmark
Japan
Argentina
Israel
Liechtenstein
Spain
Ecuador
Ireland
Luxembourg
Germany
Estonia
Score
85.80
66.15
60.32
59.82
59.61
58.31
58.05
56.02
55.89
54.88
53.82
53.40
52.52
52.25
51.90
51.27
48.69
47.01
46.16
45.36
44.64
44.42
44.05
43.14
43.11
42.89
41.76
40.85
40.62
40.45
39.39
38.97
38.65
38.36
Sydney
Montevideo
Bogota
Lisbon
Muscat
Almaty
Riyadh
Johannesburg
Belgrade
Lima
Paris
Minsk
Mumbai
Warsaw
San Marino
Riga
Zagreb
Guatemala City
Bucharest
Chisinau
Istanbul
Rome
Saint Joseph
Athens
Amsterdam
Ljubljana
Santiago
Tbilisi
Cairo
Jakarta
Hamilton
Panama City
Sofia
Santo Domingo
Moscow
Australia
Uruguay
Colombia
Portugal
Oman
Kazakhstan
Saudi Arabia
South Africa
Serbia
Peru
France
Belarus
India
Poland
San Marino
Latvia
Croatia
Guatemala
Romania
Moldova
Turkey
Italy
Costa Rica
Greece
Netherlands
Slovenia
Chile
Georgia
Egypt
Indonesia
Bermuda
Panama
Bulgaria
Dominican Rep.
Russia
37.75
36.97
36.78
36.28
36.14
35.81
35.59
34.97
34.79
34.64
33.20
33.14
32.34
31.57
31.57
31.40
31.09
30.81
30.52
30.48
30.10
29.89
29.68
29.05
28.99
28.93
28.55
28.36
27.85
27.54
26.97
25.95
25.92
25.48
25.04
El Salvador
Iran (I.R.)
Bosnia
and
Herzegovina
Hungary
Cyprus
Ukraine
Viet Nam
Jordan
Nigeria
Thailand
Venezuela
Tunisia
Philippines
Albania
Morocco
Iraq
Pakistan
Nepal
Malta
Sri Lanka
Paraguay
Kenya
Kuwait
Bangladesh
Bahrain
Bolivia
Puerto Rico
Uzbekistan
Brunei Darussalam
Ghana
St. Lucia
San Salvador
Tehran
24.40
24.20
Sarajevo
23.42
Budapest
Nicosia
Kiev
Ho Chi Minh
Amman
Lagos
Bangkok
Caracas
Tunis
Quezon City
Tirane
Casablanca
Baghdad
Karachi
Kathmandu
Valletta
Colombo
Asuncion
Nairobi
Kuwait City
Dhaka
Manama
Santa Cruz de la Sierra
San Juan
Tashkent
Bandar Seri Begawan
Accra
Castries
23.37
22.96
22.70
22.08
21.91
21.84
20.72
20.27
19.56
19.34
19.32
18.84
17.42
16.74
16.64
16.61
16.56
16.24
15.39
14.21
13.77
12.92
12.29
12.07
12.07
11.66
9.82
5.03
City
Score
Privacy
1
2
3
4
5
6
7
Johannesburg
Cairo
Lagos
Tunis
Casablanca
Nairobi
Accra
34.97
27.85
21.84
19.56
18.84
15.39
9.82
6.67
4.82
1.11
0.00
0.00
0.00
2.22
Usability Content
12.51
13.75
9.07
15.01
13.13
10.32
5.32
8.26
3.97
7.46
3.65
3.81
1.43
1.59
Services
CS
Engagement
5.25
3.44
2.95
0.49
0.66
3.44
0.49
2.29
1.88
1.25
0.42
1.25
0.21
0.21
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
City
Seoul
Hong Kong
Singapore
Yerevan
Shanghai
Dubai
Macao
Kuala Lumpur
Tokyo
Jerusalem
Muscat
Almaty
Riyadh
Mumbai
Tbilisi
Jakarta
Tehran
Ho Chi Minh
Amman
Score
Privacy
Usability
Content
Services
CS
Engagement
85.80
60.32
59.82
59.61
56.02
55.89
48.69
46.16
43.11
41.76
36.14
35.81
35.59
32.34
28.36
27.54
24.20
22.08
21.91
16.30
13.33
7.41
3.70
4.44
13.71
11.11
9.63
7.41
10.00
7.04
1.11
9.45
10.00
2.22
0.00
9.63
1.11
1.11
16.57
14.07
15.00
17.82
15.32
15.47
14.69
13.13
12.82
13.13
12.82
12.82
14.38
13.44
7.50
11.88
9.38
11.26
9.69
17.46
12.22
13.65
14.92
11.27
7.94
11.43
7.94
13.02
7.46
6.99
7.94
6.35
3.81
8.57
10.48
4.45
4.13
4.76
16.72
12.79
12.30
12.13
15.41
13.77
7.71
12.13
5.90
7.22
4.92
5.41
2.71
5.09
5.90
3.93
0.33
2.46
1.97
18.75
7.92
11.46
11.04
9.58
5.00
3.75
3.33
3.96
3.96
4.38
8.54
2.71
0.00
4.17
1.25
0.42
3.13
4.38
20
21
22
23
24
25
26
27
28
29
30
Bangkok
Quezon City
Baghdad
Karachi
Kathmandu
Colombo
Kuwait City
Dhaka
Manama
Tashkent
Bandar
Seri
Begawan
20.72
19.34
17.42
16.74
16.64
16.56
14.21
13.77
12.92
12.07
1.11
0.00
0.00
1.11
0.74
0.74
0.00
0.00
0.00
0.00
11.26
10.32
9.69
10.00
8.13
8.44
8.44
7.82
8.44
10.32
3.33
5.08
3.34
3.81
4.60
3.34
2.54
3.81
2.54
1.43
3.77
3.12
1.48
0.99
2.13
2.79
1.15
1.31
1.32
0.33
1.25
0.84
2.92
0.84
1.04
1.25
2.09
0.84
0.63
0.00
11.66
0.37
6.25
2.86
1.97
0.21
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
City
Bratislava
Prague
Vilnius
Vienna
Oslo
Stockholm
London
Helsinki
Zurich
Brussels
Copenhagen
Schaan
Madrid
Dublin
Luxembourg
Berlin
Tallinn
Score
Privacy
Usability
Content
Services
CS
Engagement
58.31
54.88
53.82
53.40
52.52
52.25
51.90
51.27
45.36
44.05
43.14
40.85
40.62
39.39
38.97
38.65
38.36
11.11
14.07
15.56
8.89
14.07
8.15
11.48
13.70
7.41
7.41
5.93
13.33
8.89
8.89
1.11
11.11
1.48
16.88
15.63
11.57
15.94
15.00
11.88
15.00
12.19
16.57
11.88
15.00
14.07
15.01
10.32
15.94
10.32
13.13
11.43
9.84
12.23
10.16
13.97
16.19
11.91
8.26
11.11
13.33
9.52
8.42
7.94
9.84
8.89
8.57
12.07
9.51
9.51
7.38
8.20
6.56
13.11
7.05
9.84
5.90
8.52
8.52
2.95
7.54
9.51
5.74
5.74
8.36
9.38
5.83
7.09
10.21
2.92
2.92
6.46
7.29
4.38
2.92
4.17
2.09
1.25
0.83
7.29
2.92
3.33
18
19
20
21
22
22
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
Lisbon
Belgrade
Paris
Minsk
Warsaw
San Marino
Riga
Zagreb
Bucharest
Chisinau
Istanbul
Rome
Athens
Amsterdam
Ljubljana
Sofia
Moscow
Sarajevo
Budapest
Nicosia
Kiev
Tirane
Valletta
36.28
34.79
33.20
33.14
31.57
31.57
31.40
31.09
30.52
30.48
30.10
29.89
29.05
28.99
28.93
25.92
25.04
23.42
23.37
22.96
22.70
19.32
16.61
6.67
0.00
0.00
1.11
4.44
0.74
0.74
5.93
2.22
1.48
8.89
0.00
6.67
8.89
5.93
1.85
0.37
0.00
0.37
0.00
0.00
0.00
7.78
11.88
15.63
8.44
12.50
13.44
10.94
11.88
9.38
14.38
14.38
5.00
11.88
11.88
10.94
9.38
11.25
12.50
11.25
12.82
10.63
12.82
8.13
7.50
7.94
9.84
10.79
7.30
5.56
10.00
6.35
7.94
6.98
8.57
5.71
7.62
4.29
4.92
10.16
6.67
5.24
8.89
6.19
5.71
4.45
5.56
0.79
7.71
5.57
6.89
4.10
4.59
6.56
9.51
4.92
3.61
2.30
8.20
6.23
4.76
3.61
2.62
3.45
4.43
3.28
2.95
5.57
3.77
4.59
0.33
2.09
3.75
7.08
8.13
3.55
3.34
2.92
2.92
3.33
3.75
2.30
4.17
1.46
0.63
0.84
2.71
2.50
0.00
1.04
1.05
1.67
1.05
0.21
City
Score
Privacy
Usability
Content
Services
CS
Engagement
1
2
3
4
5
6
New York
Toronto
Mexico City
Guatemala City
Saint Joseph
Hamilton
66.15
58.05
47.01
30.81
29.68
26.97
13.34
8.52
4.44
2.22
5.93
8.15
14.38
16.57
15.01
14.07
11.88
10.94
14.45
16.19
13.18
5.40
6.04
5.08
15.25
11.15
9.18
7.05
4.59
1.97
8.75
5.63
5.21
2.09
1.25
0.84
7
8
9
10
11
Panama City
Santo Domingo
San Salvador
San Juan
Castries
25.95
25.48
24.40
12.07
5.03
0.00
4.08
2.22
0.00
0.00
14.07
10.94
11.88
8.13
4.38
6.03
5.72
6.35
2.54
0.16
3.77
2.46
3.12
0.98
0.50
2.08
2.29
0.84
0.42
0.00
1
2
City
Auckland
Sydney
Score
Privacy
Usability
Content
Services
CS
Engagement
44.42
37.75
6.67
8.52
11.57
12.19
14.29
9.37
9.18
4.75
2.71
2.92
City
Score
Privacy
Usability
Content
Services
CS
Engagement
1
2
3
4
5
6
7
8
9
Sao Paulo
Buenos Aires
Guayaquil
Montevideo
Bogota
Lima
Santiago
Caracas
Asuncion
Santa Cruz de
la Sierra
44.64
42.89
40.45
36.97
36.78
34.64
28.55
20.27
16.24
10.74
12.59
7.78
0.00
4.45
0.00
0.74
0.00
1.11
15.63
12.50
14.38
13.75
13.13
16.25
16.25
8.44
8.13
9.05
8.10
9.69
13.18
8.57
6.67
5.08
6.51
4.13
6.72
5.74
3.61
5.25
6.89
6.72
3.77
3.45
2.46
2.50
3.96
5.00
4.79
3.75
5.00
2.71
1.88
0.42
12.29
2.22
5.01
3.33
1.31
0.42
10
Oceania
Europe
Asia
Average
North
America
South
America
Africa
41.08
36.20
33.10
33.37
31.96
31.37
21.18
Overall
Averages
45
40
35
30
25
20
15
10
5
0
Oceania
Europe
Asia
Average
North
South
America
America
Africa
City
Korea (Rep.)
United States
Slovak Republic
Canada
Country
Seoul
New York
Bratislava
Toronto
Score
85.80
66.15
58.31
58.05
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Czech Republic
Austria
Norway
Sweden
United Kingdom
Finland
Mexico
Switzerland
New Zealand
Belgium
Denmark
Japan
Israel
Spain
Ireland
Luxembourg
Germany
Estonia
Australia
Portugal
France
Poland
Turkey
Italy
Greece
Netherlands
Slovenia
Chile
Hungary
Prague
Vienna
Oslo
Stockholm
London
Helsinki
Mexico City
Zurich
Auckland
Brussels
Copenhagen
Tokyo
Jerusalem
Madrid
Dublin
Luxembourg
Berlin
Tallinn
Sydney
Lisbon
Paris
Warsaw
Istanbul
Rome
Athens
Amsterdam
Ljubljana
Santiago
Budapest
54.88
53.40
52.52
52.25
51.90
51.27
47.01
45.36
44.42
44.05
43.14
43.11
41.76
40.62
39.39
38.97
38.65
38.36
37.75
36.28
33.20
31.57
30.10
29.89
29.05
28.99
28.93
28.55
23.37
City
Country
Hong Kong
Hong Kong, China
Singapore
Singapore
Armenia
Yerevan
China
Shanghai
United
Arab
Dubai
Emirates
Lithuania
Vilnius
Macao, China
Macao
Malaysia
Kuala Lumpur
Brazil
Sao Paulo
Argentina
Buenos Aires
Liechtenstein
Schaan
Ecuador
Guayaquil
Uruguay
Montevideo
Colombia
Bogota
Oman
Muscat
Kazakhstan
Almaty
Saudi Arabia
Riyadh
South Africa
Johannesburg
Serbia
Belgrade
Peru
Lima
Belarus
Minsk
India
Mumbai
San Marino
San Marino
Latvia
Riga
Croatia
Zagreb
Guatemala
Guatemala City
Romania
Bucharest
Moldova
Chisinau
Costa Rica
Saint Joseph
Score
60.32
59.82
59.61
56.02
55.89
53.82
48.69
46.16
44.64
42.89
40.85
40.45
36.97
36.78
36.14
35.81
35.59
34.97
34.79
34.64
33.14
32.34
31.57
31.40
31.09
30.81
30.52
30.48
29.68
61
62
63
63
65
66
67
Bahrain
Bolivia
Puerto Rico
Uzbekistan
Brunei
Darussalam
Ghana
St. Lucia
Manama
Santa Cruz de la Sierra
San Juan
Tashkent
12.92
12.29
12.07
12.07
11.66
Accra
Castries
9.82
5.03
Usability
Content
Service
Citizen and
Social
Engagement
OECD
7.62
13.17
10.20
7.70
4.54
Overall
Average
4.88
12.04
7.62
5.49
3.34
Non-OECD
3.53
11.48
6.34
4.40
2.75
[Figure 3-2] Average Score of Cities in OECD Member and NonMember Countries (2013-14)
50
45
40
35
30
25
20
15
10
5
0
OECD
Average
Non-OECD
4
LONGITUDINAL ASSESSMENT
This chapter outlines the comparison between the findings from the
2003, 2005, 2007, 2009, and 2011-12 evaluations and the findings
of the 201 3 - 1 4 evaluation. The overall average score for
municipalities surveyed was 33.37, a decrease from 33.76 in 2011-1
2 and 35.93 in 2009, but equal to 33.37 in 2007, and higher than
33.11 in 2005, and 28.49 in 2003 (Figure 4-1). Compared to 2011-1
2, Content in 2013-14 slightly increased. However, Privacy/Security,
Usability, Services, and Citizen and Social Engagement all dropped
down. So, the average score in 2013-14 was lower than 2011-12.
Table 4-1 and Figure 4-2 highlight the differences and changes by
continent.
2005
2007
2009
2011-12
2013-14
Oceania
Europe
Asia
Average
North
America
South
America
Africa
41.08
36.20
33.10
33.37
31.96
31.37
21.18
41.85
39.95
31.85
33.76
30.99
28.44
21.06
48.59
39.54
37.13
35.93
32.65
31.23
24.06
47.37
37.55
33.26
33.37
33.77
28.2
16.87
2005
Overall
Averages
2003
Overall
Averages
49.94
37.17
33.05
33.11
30.21
20.45
24.87
46.01
30.23
30.38
28.49
27.42
20.25
17.66
2013-14
40
35
2011-12
30
2009
25
2007
20
2005
15
2003
Average
Non-OECD
2013-14 Overall
Averages
2011-12 Overall
Averages
2009 Overall
Averages
43.24
33.37
28.51
45.45
33.76
27.52
46.69
35.93
30.83
2007 Overall
Averages
45.0
33.37
27.46
2005 Overall
Averages
44.35
33.11
26.50
2003 Overall
Averages
36.34
28.49
24.36
2013-14
Average
Score
Privacy/
Security
Usability
Content
Service
Citizen and
Social
Engagement
4.88
12.04
7.62
5.49
3.34
2011-12
Average
Scores
4.99
12.09
7.38
5.78
3.53
2009
Average
Scores
5.57
11.96
8.21
6.68
3.50
2007
Average
Scores
4.49
11.95
7.58
5.8
3.55
2005
Average
Scores
4.17
12.42
7.63
5.32
3.57
2003
Average
Scores
2.53
11.45
6.43
4.82
3.26
12
10
Usability
Content
Service
4
2
0
2013-14
2011-12
2009
2007
2005
2003
5
PRIVACY AND SECURITY
Privacy and security results indicate that the top-ranked cities are
Seoul, Vilnius, Prague, Oslo, and Dubai. Seoul, which ranked third
in 2011-12, achieved the highest score in 2013-14. Vilnius changed
its position from 15th to 2nd. Oslo was ranked 39th in 2011-12, but
has significantly improved to the 3rd position in overall ranking,
with a score of 14.07 in 2013-14, out of a maximum score of 20.
Prague shared the third position with Oslo, and Dubai moved from
6th in 2011-12 to 5th in 2013-14. Table 5-1 summarizes the results
for all municipalities evaluated in this category.
The average score in this category was 4.88, a decrease
from a score of 4.99 in 2011-12. Twenty three cities evaluated
earned 0 points in this category, which is more than in the 2011-12
and 2009 surveys, but a decrease from the total number of
municipalities that earned 0 points in 2007 (26), 2005 (31), and 2003
(36).
City
Seoul
Vilnius
Prague
Oslo
Dubai
Helsinki
New York
Hong Kong
Schaan
Buenos Aires
London
Bratislava
Macao
Berlin
Sao Paulo
Jerusalem
Mumbai
Kuala Lumpur
Tehran
Riyadh
Vienna
Madrid
Dublin
Istanbul
Amsterdam
Toronto
Sydney
Stockholm
Hamilton
Guayaquil
Country
Korea (Rep.)
Lithuania
Czech Republic
Norway
United Arab Emirates
Finland
United States
Hong Kong, China
Liechtenstein
Argentina
United Kingdom
Slovak Republic
Macao, China
Germany
Brazil
Israel
India
Malaysia
Iran (I.R.)
Saudi Arabia
Austria
Spain
Ireland
Turkey
Netherlands
Canada
Australia
Sweden
Bermuda
Ecuador
Privacy
16.30
15.56
14.07
14.07
13.71
13.70
13.34
13.33
13.33
12.59
11.48
11.11
11.11
11.11
10.74
10.00
10.00
9.63
9.63
9.45
8.89
8.89
8.89
8.89
8.89
8.52
8.52
8.15
8.15
7.78
30
32
32
32
32
36
37
37
37
37
41
41
41
41
45
46
47
47
47
50
51
52
52
52
52
52
52
58
59
59
61
61
Valletta
Singapore
Zurich
Brussels
Tokyo
Muscat
Auckland
Lisbon
Johannesburg
Athens
Copenhagen
Zagreb
Saint Joseph
Ljubljana
Cairo
Bogota
Shanghai
Mexico City
Warsaw
Santo Domingo
Yerevan
Guatemala City
Bucharest
Tbilisi
San Salvador
Santa Cruz de la Sierra
Accra
Sofia
Tallinn
Chisinau
Luxembourg
Almaty
Malta
Singapore
Switzerland
Belgium
Japan
Oman
New Zealand
Portugal
South Africa
Greece
Denmark
Croatia
Costa Rica
Slovenia
Egypt
Colombia
China
Mexico
Poland
Dominican Rep.
Armenia
Guatemala
Romania
Georgia
El Salvador
Bolivia
Ghana
Bulgaria
Estonia
Moldova
Luxembourg
Kazakhstan
7.78
7.41
7.41
7.41
7.41
7.04
6.67
6.67
6.67
6.67
5.93
5.93
5.93
5.93
4.82
4.45
4.44
4.44
4.44
4.08
3.70
2.22
2.22
2.22
2.22
2.22
2.22
1.85
1.48
1.48
1.11
1.11
61
61
61
61
61
61
61
70
70
70
70
70
75
75
75
78
78
78
78
78
78
78
78
78
78
78
78
78
78
78
78
78
Minsk
Ho Chi Minh
Amman
Lagos
Bangkok
Karachi
Asuncion
San Marino
Riga
Santiago
Kathmandu
Colombo
Moscow
Budapest
Bandar Seri Begawan
Montevideo
Belgrade
Lima
Paris
Rome
Jakarta
Panama City
Sarajevo
Nicosia
Kiev
Caracas
Tunis
Quezon City
Tirane
Casablanca
Baghdad
Nairobi
Belarus
Viet Nam
Jordan
Nigeria
Thailand
Pakistan
Paraguay
San Marino
Latvia
Chile
Nepal
Sri Lanka
Russia
Hungary
Brunei Darussalam
Uruguay
Serbia
Peru
France
Italy
Indonesia
Panama
Bosnia and Herzegovina
Cyprus
Ukraine
Venezuela
Tunisia
Philippines
Albania
Morocco
Iraq
Kenya
1.11
1.11
1.11
1.11
1.11
1.11
1.11
0.74
0.74
0.74
0.74
0.74
0.37
0.37
0.37
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
78
78
78
78
78
78
Kuwait City
Dhaka
Manama
San Juan
Tashkent
Castries
Kuwait
Bangladesh
Bahrain
Puerto Rico
Uzbekistan
St. Lucia
0.00
0.00
0.00
0.00
0.00
0.00
Privacy
Averages
8
7
6
5
4
3
2
1
0
Oceania
Europe
North
Average
America
Asia
South
America
Africa
Oceania
Europe
North
America
Average
Asia
South
America
Africa
7.60
5.67
4.44
4.88
4.76
3.96
2.12
Privacy
Averages
9.00
8.00
7.00
6.00
5.00
4.00
3.00
2.00
1.00
0.00
OECD
Average
Non-OECD
data, 22% of all cities globally have addressed this issue, with
Oceania leading at 50%. This is followed by 32% of the cities in
North America, 24% of the cities in Europe, and 22% of the cities in
Asia that have a policy addressing the use of encryption on their
websites. The overall percentage for cities that provide the option of
digital signatures is 5%, compared to 25% of all cities that address
the use of cookies or web beacons to track users. All cities
evaluated in Oceania, 36% of cities in Europe, 18% of cities in
North America, and 17% of cities in Asia have a policy addressing
the use of cookies or web beacons. There were no cities
worldwide in the 2003 evaluation that had a privacy policy
addressing the use of digital signatures to authenticate users.
[Table 5-3] Results for Privacy and Security by Continent (2013-14)
Privacy or
Security
Policy
Use of
Encryption
Use of
Cookies
Digital
Signature
Oceania
Europe
Asia
Average
North
America
South
America
Africa
100%
61%
42%
50%
45%
40%
21%
50%
24%
22%
22%
32%
15%
7%
100%
36%
17%
25%
18%
15%
0%
0%
8%
3%
5%
0%
10%
0%
Average
Non-OECD
79%
50%
35%
Use of encryption
30%
22%
18%
Use of cookies
Digital Signature
52%
25%
12%
32%
5%
7%
With
Statement/Policy
Without
Statement/
Policy
6
USABILITY
The
City
Yerevan
Bratislava
Seoul
Toronto
Zurich
Santiago
Lima
Vienna
Luxembourg
Prague
Sao Paulo
Belgrade
Dubai
Shanghai
Madrid
Mexico City
Tunis
Oslo
London
Singapore
Copenhagen
Macao
Riyadh
Bucharest
Chisinau
New York
Guayaquil
Hong Kong
Schaan
Guatemala City
Country
Armenia
Slovak Republic
Korea (Rep.)
Canada
Switzerland
Chile
Peru
Austria
Luxembourg
Czech Republic
Brazil
Serbia
United Arab Emirates
China
Spain
Mexico
Tunisia
Norway
United Kingdom
Singapore
Denmark
Macao, China
Saudi Arabia
Romania
Moldova
United States
Ecuador
Hong Kong, China
Liechtenstein
Guatemala
Usability
17.82
16.88
16.57
16.57
16.57
16.25
16.25
15.94
15.94
15.63
15.63
15.63
15.47
15.32
15.01
15.01
15.01
15.00
15.00
15.00
15.00
14.69
14.38
14.38
14.38
14.38
14.38
14.07
14.07
14.07
28
32
32
34
34
36
36
36
36
36
41
41
41
41
41
46
47
47
47
50
50
52
52
52
52
52
52
52
52
52
61
61
Panama City
Cairo
Montevideo
Mumbai
Warsaw
Kuala Lumpur
Jerusalem
Bogota
Tallinn
Casablanca
Tokyo
Muscat
Almaty
Budapest
Kiev
Johannesburg
Buenos Aires
Minsk
Moscow
Helsinki
Sydney
Stockholm
Lisbon
Athens
Riga
Jakarta
Brussels
Saint Joseph
San Salvador
Rome
Vilnius
Auckland
Panama
Egypt
Uruguay
India
Poland
Malaysia
Israel
Colombia
Estonia
Morocco
Japan
Oman
Kazakhstan
Hungary
Ukraine
South Africa
Argentina
Belarus
Russia
Finland
Australia
Sweden
Portugal
Greece
Latvia
Indonesia
Belgium
Costa Rica
El Salvador
Italy
Lithuania
New Zealand
14.07
13.75
13.75
13.44
13.44
13.13
13.13
13.13
13.13
13.13
12.82
12.82
12.82
12.82
12.82
12.51
12.50
12.50
12.50
12.19
12.19
11.88
11.88
11.88
11.88
11.88
11.88
11.88
11.88
11.88
11.57
11.57
63
63
65
65
67
67
67
67
71
72
72
72
72
72
77
78
78
80
80
80
83
84
84
84
84
84
89
89
89
89
93
94
Ho Chi Minh
Bangkok
Sofia
Sarajevo
Amsterdam
Hamilton
Santo Domingo
San Marino
Nicosia
Berlin
Dublin
Quezon City
Nairobi
Tashkent
Karachi
Amman
Baghdad
Zagreb
Ljubljana
Tehran
Lagos
Colombo
Paris
Caracas
Kuwait City
Manama
Kathmandu
Tirane
San Juan
Asuncion
Dhaka
Valletta
Viet Nam
Thailand
Bulgaria
Bosnia and Herzegovina
Netherlands
Bermuda
Dominican Rep.
San Marino
Cyprus
Germany
Ireland
Philippines
Kenya
Uzbekistan
Pakistan
Jordan
Iraq
Croatia
Slovenia
Iran (I.R.)
Nigeria
Sri Lanka
France
Venezuela
Kuwait
Bahrain
Nepal
Albania
Puerto Rico
Paraguay
Bangladesh
Malta
11.26
11.26
11.25
11.25
10.94
10.94
10.94
10.94
10.63
10.32
10.32
10.32
10.32
10.32
10.00
9.69
9.69
9.38
9.38
9.38
9.07
8.44
8.44
8.44
8.44
8.44
8.13
8.13
8.13
8.13
7.82
7.50
Tbilisi
Bandar
Seri
Begawan
Accra
Santa Cruz de la
Sierra
Istanbul
Castries
94
96
97
98
99
100
Georgia
7.50
Brunei Darussalam
6.25
Ghana
5.32
Bolivia
5.01
Turkey
St. Lucia
5.00
4.38
Oceania
Europe
Asia
Average
South
America
Africa
North
America
11.88
12.38
11.67
12.04
12.35
11.30
12.02
Usability
Averages
12.6
12.4
12.2
12
11.8
11.6
11.4
11.2
11
10.8
10.6
Oceania
Europe
Asia
Usability
Averages
13.5
13
12.5
12
11.5
11
10.5
OECD
Average
Non-OECD
South
America
Africa
Average
Asia
Oceania
North
America
Targeted
Audience
56%
75%
64%
62%
63%
100%
59%
Site map
66%
45%
57%
61%
65%
50%
50%
Search
tool
94%
85%
93%
90%
93%
100%
68%
[Table 6-4] Results for Usability by OECD Member and NonMember Countries (2013-14)
OECD
Average
Non-OECD
Targeted Audience
75%
62%
54%
Site map
71%
61%
56%
Search tool
97%
90%
86%
Three
Categories
or
More
Two
Categories
or
Less
7
CONTENT
Results for the category of content indicate that Seoul, Toronto, Sto
ckholm, Yerevan, and New York are the top-ranked cities in this
category. New to the top five are Stockholm, Yerevan, and New
York. Stockholm was ranked 11th in 2011-12, with a score of 12.54,
but it has improved to take the second position, with a score of 16.19
in 2013-14. Yerevan was ranked 13th in 2011-12, but it has
improved to fourth overall, with a score of 14.92 in 2013-14. New
York was ranked 6th in 2011-12, with a score of 13.81, but it is now
ranked fifth, with a score of 14.45. Table 7-1 summarizes the results
for all the municipalities evaluated in the content category.
The average score for the top-five-ranked cities in 2013-14
is 15.84, while the overall average score for this category has
increased from 7.38 in 2011-12 to 7.62 in 2013-14.
City
Seoul
Toronto
Stockholm
Yerevan
New York
Auckland
Oslo
Singapore
Brussels
Mexico City
Montevideo
Tokyo
Vilnius
Hong Kong
Tallinn
London
Bratislava
Macao
Shanghai
Zurich
Paris
Jakarta
Vienna
Ljubljana
San Marino
Prague
Belgrade
Dublin
Guayaquil
Copenhagen
Country
Korea (Rep.)
Canada
Sweden
Armenia
United States
New Zealand
Norway
Singapore
Belgium
Mexico
Uruguay
Japan
Lithuania
Hong Kong, China
Estonia
United Kingdom
Slovak Republic
Macao, China
China
Switzerland
France
Indonesia
Austria
Slovenia
San Marino
Czech Republic
Serbia
Ireland
Ecuador
Denmark
Content
17.46
16.19
16.19
14.92
14.45
14.29
13.97
13.65
13.33
13.18
13.18
13.02
12.23
12.22
12.07
11.91
11.43
11.43
11.27
11.11
10.79
10.48
10.16
10.16
10.00
9.84
9.84
9.84
9.69
9.52
Sydney
Sao Paulo
Luxembourg
Sarajevo
Chisinau
Bogota
Berlin
Tbilisi
Schaan
Johannesburg
Helsinki
Buenos Aires
Dubai
Kuala Lumpur
Lisbon
Zagreb
Madrid
Almaty
Rome
Jerusalem
Lagos
Minsk
Muscat
Bucharest
Lima
Sofia
Caracas
Riyadh
Riga
San Salvador
Budapest
Australia
Brazil
Luxembourg
Bosnia and Herzegovina
Moldova
Colombia
Germany
Georgia
Liechtenstein
South Africa
Finland
Argentina
United Arab Emirates
Malaysia
Portugal
Croatia
Spain
Kazakhstan
Italy
Israel
Nigeria
Belarus
Oman
Romania
Peru
Bulgaria
Venezuela
Saudi Arabia
Latvia
El Salvador
Hungary
9.37
9.05
8.89
8.89
8.57
8.57
8.57
8.57
8.42
8.26
8.26
8.10
7.94
7.94
7.94
7.94
7.94
7.94
7.62
7.46
7.46
7.30
6.99
6.98
6.67
6.67
6.51
6.35
6.35
6.35
6.19
Saint Joseph
Costa Rica
Panama City
Panama
Santo Domingo
Dominican Rep.
Nicosia
Cyprus
Istanbul
Turkey
Warsaw
Poland
Tirane
Albania
Guatemala City
Guatemala
Moscow
Russia
Santiago
Chile
Hamilton
Bermuda
Quezon City
Philippines
Amsterdam
Netherlands
Amman
Jordan
Kathmandu
Nepal
Kiev
Ukraine
Tehran
Iran (I.R.)
Athens
Greece
Ho Chi Minh
Viet Nam
Asuncion
Paraguay
Cairo
Egypt
Mumbai
India
Karachi
Pakistan
Dhaka
Bangladesh
Casablanca
Morocco
Tunis
Tunisia
Baghdad
Iraq
Colombo
Sri Lanka
Bangkok
Thailand
Santa Cruz de la
Bolivia
Sierra
6.04
6.03
5.72
5.71
5.71
5.56
5.56
5.40
5.24
5.08
5.08
5.08
4.92
4.76
4.60
4.45
4.45
4.29
4.13
4.13
3.97
3.81
3.81
3.81
3.81
3.65
3.34
3.34
3.33
3.33
Bandar
Begawan
Kuwait City
Manama
San Juan
Accra
Nairobi
Tashkent
Valletta
Castries
92
93
93
93
96
97
97
99
100
Seri
Brunei Darussalam
2.86
Kuwait
Bahrain
Puerto Rico
Ghana
Kenya
Uzbekistan
Malta
St. Lucia
2.54
2.54
2.54
1.59
1.43
1.43
0.79
0.16
Content
Averages
Oceania
Europe
Average
North
America
South
America
Asia
Africa
11.83
8.53
7.62
7.37
7.43
7.05
4.31
Content
Averages
14
12
10
8
6
4
2
0
Oceania
Europe
Asia
Africa
Content
Averages
12
10
8
6
4
2
0
OECD
Average
Non-OECD
Oceania
Europe
Average
Asia
North
America
South
America
Africa
50%
36%
35%
42%
23%
20%
29%
50%
31%
17%
10%
0%
5%
0%
50%
16%
11%
8%
9%
5%
0%
0%
24%
22%
28%
14%
20%
0%
50%
71%
55%
67%
27%
0%
29%
100%
44%
40%
27%
36%
50%
36%
Average
Non-OECD
Emergency Management
48%
35%
28%
36%
17%
7%
20%
11%
7%
36%
22%
14%
77%
55%
43%
Performance Measurement
48%
40%
34%
8
SERVICES
The
City
1
2
3
4
5
5
5
8
8
10
11
12
12
12
12
16
16
18
18
20
21
21
23
23
25
26
27
28
28
30
Seoul
Shanghai
New York
Dubai
Stockholm
Hong Kong
Singapore
Yerevan
Kuala Lumpur
Toronto
Helsinki
Bratislava
Prague
Dublin
Riga
Auckland
Mexico City
Brussels
Copenhagen
Tallinn
Vienna
Istanbul
Macao
Lisbon
Madrid
Vilnius
Jerusalem
London
Guatemala City
Bogota
Country
Korea (Rep.)
China
United States
United Arab Emirates
Sweden
Hong Kong, China
Singapore
Armenia
Malaysia
Canada
Finland
Slovak Republic
Czech Republic
Ireland
Latvia
New Zealand
Mexico
Belgium
Denmark
Estonia
Austria
Turkey
Macao, China
Portugal
Spain
Lithuania
Israel
United Kingdom
Guatemala
Colombia
Services
16.72
15.41
15.25
13.77
13.11
12.79
12.30
12.13
12.13
11.15
9.84
9.51
9.51
9.51
9.51
9.18
9.18
8.52
8.52
8.36
8.20
8.20
7.71
7.71
7.54
7.38
7.22
7.05
7.05
6.89
Paris
Sao Paulo
Lima
Oslo
San Marino
Rome
Tokyo
Zurich
Tbilisi
Luxembourg
Buenos Aires
Berlin
Belgrade
Nicosia
Almaty
Montevideo
Johannesburg
Mumbai
Zagreb
Muscat
Athens
Sydney
Saint Joseph
Warsaw
Tirane
Moscow
Minsk
Jakarta
Panama City
Santiago
Kiev
France
Brazil
Peru
Norway
San Marino
Italy
Japan
Switzerland
Georgia
Luxembourg
Argentina
Germany
Serbia
Cyprus
Kazakhstan
Uruguay
South Africa
India
Croatia
Oman
Greece
Australia
Costa Rica
Poland
Albania
Russia
Belarus
Indonesia
Panama
Chile
Ukraine
6.89
6.72
6.72
6.56
6.56
6.23
5.90
5.90
5.90
5.74
5.74
5.74
5.57
5.57
5.41
5.25
5.25
5.09
4.92
4.92
4.76
4.75
4.59
4.59
4.59
4.43
4.10
3.93
3.77
3.77
3.77
Bangkok
Bucharest
Amsterdam
Guayaquil
Sofia
Caracas
Cairo
Nairobi
Sarajevo
San Salvador
Quezon City
Schaan
Lagos
Budapest
Colombo
Riyadh
Ljubljana
Santo Domingo
Ho Chi Minh
Asuncion
Chisinau
Kathmandu
Amman
Bandar
Seri
Begawan
Hamilton
Baghdad
Manama
Dhaka
Santa Cruz de la
Sierra
Kuwait City
Thailand
Romania
Netherlands
Ecuador
Bulgaria
Venezuela
Egypt
Kenya
Bosnia and Herzegovina
El Salvador
Philippines
Liechtenstein
Nigeria
Hungary
Sri Lanka
Saudi Arabia
Slovenia
Dominican Rep.
Viet Nam
Paraguay
Moldova
Nepal
Jordan
3.77
3.61
3.61
3.61
3.45
3.45
3.44
3.44
3.28
3.12
3.12
2.95
2.95
2.95
2.79
2.71
2.62
2.46
2.46
2.46
2.30
2.13
1.97
Brunei Darussalam
1.97
Bermuda
Iraq
Bahrain
Bangladesh
1.97
1.48
1.32
1.31
Bolivia
1.31
Kuwait
1.15
92
93
94
95
96
96
98
98
98
Karachi
San Juan
Casablanca
Castries
Tunis
Accra
Tehran
Tashkent
Valletta
Pakistan
Puerto Rico
Morocco
St. Lucia
Tunisia
Ghana
Iran (I.R.)
Uzbekistan
Malta
0.99
0.98
0.66
0.50
0.49
0.49
0.33
0.33
0.33
Services
Averages
Oceania
Europe
North
America
Average
Asia
South
America
Africa
6.97
6.09
5.45
5.49
5.64
4.59
2.39
Services
Averages
8
7
6
5
4
3
2
1
0
Oceania
Europe
North
Average
America
Asia
South
America
Africa
Services
Averages
9
8
7
6
5
4
3
2
1
0
OECD
Averages
Non-OECD
Europe
Asia
Average
North
America
South
America
Africa
Searchable
Database
50%
50%
53%
50%
40%
70%
29%
Portal
Customization
0%
9%
15%
10%
5%
0%
0%
Access to
Private Info
0%
21%
20%
18%
18%
15%
6%
[Table 8-4] Results for Services by OECD Member and NonMember Countries (2013-14)
OECD
Average
Non-OECD
Searchable Database
64%
50%
44%
Portal Customization
12%
10%
7%
23%
18%
16%
Access
to
Private
InformaKon
No
Access
to
Private
InformaKon
9
CITIZEN AND SOCIAL ENGAGEMENT
The
City
Seoul
Singapore
Yerevan
Vienna
Shanghai
Bratislava
New York
Almaty
Minsk
Hong Kong
Helsinki
Luxembourg
Vilnius
Paris
London
Prague
Toronto
Mexico City
Dubai
Lima
Guayaquil
Montevideo
Zurich
Muscat
Amman
Copenhagen
Tbilisi
Rome
Jerusalem
Tokyo
Country
Korea (Rep.)
Singapore
Armenia
Austria
China
Slovak Republic
United States
Kazakhstan
Belarus
Hong Kong, China
Finland
Luxembourg
Lithuania
France
United Kingdom
Czech Republic
Canada
Mexico
United Arab Emirates
Peru
Ecuador
Uruguay
Switzerland
Oman
Jordan
Denmark
Georgia
Italy
Israel
Japan
CS Engagement
18.75
11.46
11.04
10.21
9.58
9.38
8.75
8.54
8.13
7.92
7.29
7.29
7.09
7.08
6.46
5.83
5.63
5.21
5.00
5.00
5.00
4.79
4.38
4.38
4.38
4.17
4.17
4.17
3.96
3.96
29
32
32
32
32
36
37
38
38
38
41
42
42
42
42
42
42
42
42
50
50
50
50
54
54
56
57
57
59
59
59
Buenos Aires
Macao
Bogota
Belgrade
Chisinau
Warsaw
San Marino
Kuala Lumpur
Tallinn
Bucharest
Ho Chi Minh
Stockholm
Riga
Oslo
Zagreb
Sydney
Brussels
Berlin
Baghdad
Auckland
Sofia
Riyadh
Santiago
Sao Paulo
Moscow
Istanbul
Johannesburg
Santo Domingo
Lisbon
Guatemala City
Schaan
Argentina
Macao, China
Colombia
Serbia
Moldova
Poland
San Marino
Malaysia
Estonia
Romania
Viet Nam
Sweden
Latvia
Norway
Croatia
Australia
Belgium
Germany
Iraq
New Zealand
Bulgaria
Saudi Arabia
Chile
Brazil
Russia
Turkey
South Africa
Dominican Rep.
Portugal
Guatemala
Liechtenstein
3.96
3.75
3.75
3.75
3.75
3.55
3.34
3.33
3.33
3.33
3.13
2.92
2.92
2.92
2.92
2.92
2.92
2.92
2.92
2.71
2.71
2.71
2.71
2.50
2.50
2.30
2.29
2.29
2.09
2.09
2.09
Kuwait City
Kuwait
Panama City
Panama
Caracas
Venezuela
Cairo
Egypt
Kiev
Ukraine
Athens
Greece
Madrid
Spain
Saint Joseph
Costa Rica
Jakarta
Indonesia
Bangkok
Thailand
Lagos
Nigeria
Colombo
Sri Lanka
Casablanca
Morocco
Nicosia
Cyprus
Tirane
Albania
Budapest
Hungary
Kathmandu
Nepal
San Salvador
El Salvador
Quezon City
Philippines
Ljubljana
Slovenia
Hamilton
Bermuda
Dhaka
Bangladesh
Karachi
Pakistan
Dublin
Ireland
Amsterdam
Netherlands
Manama
Bahrain
Santa Cruz de la
Bolivia
Sierra
San Juan
Puerto Rico
Tehran
Iran (I.R.)
Asuncion
Paraguay
2.09
2.08
1.88
1.88
1.67
1.46
1.25
1.25
1.25
1.25
1.25
1.25
1.25
1.05
1.05
1.04
1.04
0.84
0.84
0.84
0.84
0.84
0.84
0.83
0.63
0.63
0.42
0.42
0.42
0.42
88
93
93
93
93
97
97
97
97
Tunis
Nairobi
Bandar
Begawan
Accra
Valletta
Mumbai
Sarajevo
Castries
Tashkent
Seri
Tunisia
Kenya
0.42
0.21
Brunei Darussalam
0.21
Ghana
Malta
India
Bosnia and Herzegovina
St. Lucia
Uzbekistan
0.21
0.21
0.00
0.00
0.00
0.00
CSE
Averages
Asia
Europe
South
America
Average
Oceania
North
America
Africa
3.99
3.54
3.04
3.34
2.82
2.67
1.07
Par6cipa6on
Averages
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Asia
Europe
Africa
Par6cipa6on
Averages
5
4
3
2
1
0
OECD
Averages
Non-OECD
Table 9-3 indicates the results of key aspects selected for the
category of Citizen and Social Engagement by continent. In terms of
the evaluation of the question, Does the website allow users to
provide comments or feedback to individual departments/agencies
through online forms? 60% of municipalities provide a mechanism
allowing comments or feedback through such forms. Fifty percent of
cities in Oceania, along with many more in Europe, South America,
North America, and Asia, provide such an online feedback form.
With respect to online bulletin board or chat capabilities for
gathering citizen input on public issues (online bulletin board or
chat capabilities means the city website where any citizens can
post ideas, comments, or opinions without specific discussion
topics), some 24% have these capabilities. With regard to online
discussion forums on policy issues (online discussion forum
means the city websites where the city arranges public consultation
on policy issues, and citizens participate in discussing those specific
topics), 20% of the municipalities evaluated have a site containing
an online discussion forum.
[Table 9-3] Results for Citizen and Social Engagement by Continent
(2013-14)
Oceania
Europe
Asia
Average
North
America
South
America
Feedback Form
50%
65%
60%
60%
55%
65%
22%
Bulletin Board
0%
29%
32%
24%
45%
10%
14%
Policy Forum
50%
23%
30%
20%
10%
10%
10%
Africa
Average
Non-OECD
Feedback Form
73%
60%
52%
Bulletin Board
29%
24%
21%
Policy Forum
27%
20%
16%
10
BEST PRACTICES
SEOUL
Seoul ranked #1 again in the Sixth Worldwide Digital
Governance Survey. Seouls official website scored high in all five
categories, including #1 in Privacy/Security, Content, Services, and
Citizen & Social Engagement. It ranked #3 in Usability.
Seouls website design is user-oriented and quite easy to use.
The relatively short homepage, consistent navigation and formatting,
excellent sitemap, and so on, make the website very user-friendly.
The advanced search tool and targeted audience links help visitors to
find both information and services conveniently and efficiently.
Seouls website also serves as a leading example in the area of
Security/Privacy as systematic measures are taken to protect the
privacy of visitors.
As for online services, Seoul is doing an excellent job by
providing comprehensive services, such as paying for utilities, taxes,
and tickets online. It also enables citizens to apply for permits or
licenses, download documents, and request information and services
directly through the website. The well-designed system improves the
efficiency and quality of service provision.
Seoul ranked #1 in citizen participation. It always
emphasizes the importance of citizen engagement in government
Digital Governance in Municipalities Worldwide 2013-14
94
TORONTO
Toronto is also a leading municipality in e-governance.
Although its ranking dropped slightly this year, Toronto serves as an
exemplar in many areas.
As to Content, the homepage of Toronto is designed very
well, with content divided into four parts: Living in Toronto,
Doing Business, Visiting Toronto, and Accessing City Hall.
Visitors can easily find information and services based on their
goals and status. For example, residents can go directly to the major
four categories to find information on health, environment, culture
and recreation. Users can choose to subscribe to different
government events based on their needs. These events are also
available through an audio version which can be directly
downloaded. The city has Facebook, Twitter, and YouTube accounts
so that the public might follow updates through social media.
Toronto also serves as an exemplar for opening government
performance data to the public. Data of many kinds, such as
community services, culture and tourism, finance, garbage and
recycling can be searched and downloaded, which enables citizens
to better understand government. For example, citizens have access
to the dataset of voter statistics for elections and the dataset of 311
service requests from customers in the past month. Toronto also
publishes the Performance Management and Benchmarking
Report, which provides residents with government performance
data. The report has detailed information about performance
measurements and indicators in 33 services areas, through which
citizens may know whether improvements have been made in
certain areas and thereby evaluate government performance.
SINGAPORE
Similar to Toronto, information and services in Singapore
are also divided into different categories: Government, Citizens &
Digital Governance in Municipalities Worldwide 2013-14
97
11
CONCLUSION
Methodology
Similarity
Table 11-1
Similarity
Worldwide Focus
Citizen-centric Approach
Reflect Four-stage E-government
Development
Timely Updates
UN
Survey
Rutgers
Survey
Survey Instrument
Evaluation Process
Rutgers Survey
Country Level
193 Member States
City Level
Largest city of Top
100 Most Wired
Nations
Component Five Categories
Three
Indexes
Most Questions Use
Binary Response
Evaluated by
Original Reviewer,
and then Senior
Researcher Reverifies
Team Members
Combination
of
Different
Scales
Based on Needs
Evaluated by Two
Evaluators and Third
Evaluator Will Be
Needed if the
Difference Is Larger
than 10%
Researchers Justify
Native Languages if
Possible; If not,
Another Language
Available on the Site
First, the two surveys focus on different levels. The UN
Survey is based on a comprehensive survey of all the 193 Member
States, while the Rutgers E-Governance Survey selects the largest
city by population in the top 100 most wired nations identified by
using information on total number of online users from the
International Telecommunication Union (ITU) of the United Nations
(UN). And the rationale for selecting the largest municipalities
stems from the e-governance literature, which suggests a positive
relationship between population and e-governance capacity at the
local level (Moon, 2002; Moon & deLeon, 2001; Musso, et. al.,
2000; Weare, et. al. 1999). So, one survey evaluates the national
level and the other the local level.
Differences exist in their survey instrument. The UN EGovernment Survey score is a weighted average of three equal
component indexes, including scope and quality of online services,
development status of telecommunication infrastructure, and
inherent human capital. And, the assessment rates are relative.
However, the Rutgers E-Governance Survey Instrument uses 104
measures in five distinct categorical areas of e-governance research:
1. Privacy and Security; 2. Usability; 3. Content; 4. Services; and 5.
Citizen and Social Engagement. Each category produces a 20%
weighted score, and the score is absolute instead of relative.
Regarding the e-government scale, except for a small
number of questions that use a 4-point scale, almost all questions in
the UN survey use a binary response of yes (1 point) or no (0 points).
However, the Rutgers E-Governance Survey uses different scales in
different categories based on specific relevance. The dichotomous
measures in the service and citizen participation categories
correspond with values on a four-point scale of 0 or 3;
Digital Governance in Municipalities Worldwide 2013-14
104
(one is country level and the other is city level) and they have
differences in methodology, survey instruments, and so on, the
results do differ from each other. However, their results are strongly
related to each other because they both evaluate the e-governance
capacity of the municipality, and the e-governance level of the
largest city is reflective of the capacity of the country to a large
extent. Table 11-3 below makes a comparison of the results between
the Rutgers and UN Surveys. This comparison shows that among the
top 30 rankings, the two surveys have 17 in common (56.67%);
among the top 60, they have 45 in common (75%); among all 100
cities, they have 81 in common (81%).
Table 11-3
City
Country
Seoul
New York
Hong Kong
Singapore
Yerevan
Bratislava
Toronto
Shanghai
Dubai
Prague
Vilnius
Vienna
Oslo
Stockholm
London
Helsinki
Macao
Mexico City
Kuala Lumpur
Zurich
Sao Paulo
Korea (Rep.)
United States
China
Singapore
Armenia
Slovak Republic
Canada
China
United
Arab
Emirates
Czech Republic
Lithuania
Austria
Norway
Sweden
United Kingdom
Finland
Macao, China
Mexico
Malaysia
Switzerland
Brazil
Rutgers
Rank
1
2
3
4
5
6
7
8
Rutgers
Score
85.8
66.15
60.32
59.82
59.61
58.31
58.05
56.02
UN
Rank
1
7
70
3
61
51
11
70
UN
Score
0.94623
0.87483
0.54501
0.90762
0.58969
0.61478
0.84177
0.54501
55.89
32
0.71358
10
11
12
13
14
15
16
17
18
19
20
21
54.88
53.82
53.4
52.52
52.25
51.9
51.27
48.69
47.01
46.16
45.36
44.64
53
29
20
13
14
8
10
70
63
52
30
57
0.60695
0.72709
0.79124
0.83572
0.8225
0.86948
0.84491
0.54501
0.5733
0.61152
0.7267
0.60082
Auckland
Brussels
Copenhagen
Tokyo
Buenos Aires
Jerusalem
Schaan
Madrid
Guayaquil
Dublin
Luxembourg
Berlin
Tallinn
Sydney
Montevideo
Bogota
Lisbon
Muscat
Almaty
Riyadh
Johannesburg
Belgrade
Lima
Paris
Minsk
Mumbai
Warsaw
San Marino
Riga
Zagreb
Guatemala
City
Bucharest
Chisinau
Istanbul
Rome
Saint Joseph
New Zealand
Belgium
Denmark
Japan
Argentina
Israel
Liechtenstein
Spain
Ecuador
Ireland
Luxembourg
Germany
Estonia
Australia
Uruguay
Colombia
Portugal
Oman
Kazakhstan
Saudi Arabia
South Africa
Serbia
Peru
France
Belarus
India
Poland
San Marino
Latvia
Croatia
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
44.42
44.05
43.14
43.11
42.89
41.76
40.85
40.62
40.45
39.39
38.97
38.65
38.36
37.75
36.97
36.78
36.28
36.14
35.81
35.59
34.97
34.79
34.64
33.2
33.14
32.34
31.57
31.57
31.4
31.09
9
25
16
6
46
17
35
12
83
22
24
21
15
2
26
50
37
48
28
36
93
69
72
4
55
118
42
62
31
47
0.86436
0.75638
0.8162
0.88744
0.63059
0.81615
0.69823
0.84098
0.50529
0.781
0.75911
0.7864
0.81796
0.91034
0.74195
0.6173
0.68996
0.62732
0.72827
0.69001
0.48688
0.54715
0.54354
0.89384
0.60529
0.38343
0.64822
0.58225
0.71775
0.62817
Guatemala
52
30.81
133
0.31603
Romania
Moldova
Turkey
Italy
Costa Rica
53
54
55
56
57
30.52
30.48
30.1
29.89
29.68
64
66
71
23
54
0.56315
0.55708
0.54428
0.7593
0.60614
Athens
Amsterdam
Ljubljana
Santiago
Tbilisi
Cairo
Jakarta
Hamilton
Panama City
Sofia
Santo
Domingo
Moscow
San Salvador
Tehran
Sarajevo
Budapest
Nicosia
Kiev
Ho Chi Minh
Amman
Lagos
Bangkok
Caracas
Tunis
Quezon City
Tirane
Casablanca
Baghdad
Karachi
Kathmandu
Valletta
Colombo
Asuncion
Nairobi
Kuwait City
Greece
Netherlands
Slovenia
Chile
Georgia
Egypt
Indonesia
Bermuda
Panama
Bulgaria
58
59
60
61
62
63
64
65
66
67
29.05
28.99
28.93
28.55
28.36
27.85
27.54
26.97
25.95
25.92
34
5
41
33
56
80
106
N/A
77
73
0.71176
0.88966
0.65054
0.71216
0.60468
0.51293
0.44874
N/A
0.52422
0.54209
Dominican Rep.
68
25.48
107
0.44808
Russia
El Salvador
Iran (I.R.)
Bosnia
Herzegovina
Hungary
Cyprus
Ukraine
Viet Nam
Jordan
Nigeria
Thailand
Venezuela
Tunisia
Philippines
Albania
Morocco
Iraq
Pakistan
Nepal
Malta
Sri Lanka
Paraguay
Kenya
Kuwait
69
70
71
25.04
24.4
24.2
27
88
105
0.72959
0.49885
0.45075
72
23.42
97
0.47069
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
23.37
22.96
22.7
22.08
21.91
21.84
20.72
20.27
19.56
19.34
19.32
18.84
17.42
16.74
16.64
16.61
16.56
16.24
15.39
14.21
39
58
87
99
79
141
102
67
75
95
84
82
134
158
165
40
74
122
119
49
0.66374
0.59576
0.50316
0.47045
0.51674
0.29287
0.46308
0.55639
0.53895
0.47681
0.50455
0.50598
0.31414
0.25799
0.23442
0.6518
0.54176
0.374
0.38054
0.6268
and
Dhaka
Manama
Santa Cruz de
la Sierra
San Juan
Tashkent
Bandar
Seri
Begawan
Accra
Castries
Bangladesh
Bahrain
93
94
13.77
12.92
148
18
0.27572
0.80885
Bolivia
95
12.29
103
0.45617
Puerto Rico
Uzbekistan
96
97
12.07
12.07
N/A
100
N/A
0.46951
Brunei Darussalam
98
11.66
86
0.50424
99
100
9.82
5.03
123
104
0.37354
0.45248
Ghana
St. Lucia
U.N.
Rank
Rutgers
Rank
100
50
0
1
6
11
16
21
26
31
36
41
46
51
56
61
66
71
76
81
86
91
96
Figure 11-2
200
180
160
140
120
100
80
60
40
20
0
U.N.
Score*100
Rutgers
Score
1 6 11 16 21 26 31 36 41 46 51 56 61 66 71 76 81 86 91 96
~
BIBLIOGRAPHY
Giga Consulting. (2000). Scorecard Analysis of the New Jersey
Department of Treasury. An unpublished report to the NJ Department
of Treasury.
~
APPENDIX
APPENDIX A
Privacy/ Security
1-2. A privacy or security
statement/policy
3-6. Data collection
7. Option to have personal
information used
8. Third party disclosures
9. Ability to review personal data
records
10. Managerial measures
11. Use of encryption
Usability
19-20. Homepage, page length.
21. Targeted audience
22-23. Navigation Bar
24. Site map
Content
Service
59-61. Pay utilities, taxes, fines
62. Apply for permits
63. Online tracking system
64-65. Apply for licenses
66. E-procurement
67. Property assessments
68. Searchable databases
69. Complaints
70-71. Bulletin board about civil
applications
72. FAQ