Framework for a set of e-Government Core Indicators

Framework for a set of
e-government core indicators
March 2012
Economic Commission for Africa

Framework for a set of

iii
Table of Contents
Acronyms and abbreviations................................................................................................. v
Preface................................................................................................................................ vii
1. Introduction................................................................................................................. 1
Background.........................................................................................................................1
Why measure e-government?..............................................................................................3
What is e-government?........................................................................................................4
Measuring e-government: current approaches.....................................................................5
2. E-government core indicators data collection............................................................... 6
The “units comparability issue”...........................................................................................6
Quality of indicators and methods of data collection..........................................................7
Longer-term challenges.......................................................................................................7
Set of e-government core indicators.....................................................................................8
3. Statistical standards.................................................................................................... 10
Scope................................................................................................................................10
Statistical units..................................................................................................................12
Classifications...................................................................................................................14
Weighting.........................................................................................................................14
Time-related factors..........................................................................................................15
Supplementary data requirements.....................................................................................15
Reporting core indicator data............................................................................................16
4. Technical specifications of e-government core indicators............................................ 18
5. Conclusions................................................................................................................ 41
References................................................................................................................... 42

Acronyms and abbreviations
ECA United Nations Economic Commission for Africa
ECLAC United Nations Economic Commission for Latin America and the Caribbean
ESCAP United Nations Economic and Social Commission for Asia and the Pacific
ESCWA United Nations Economic and Social Commission for Western Asia
Eurostat Statistical Office of the European Union
HTML Hypertext Markup Language
ICT Information and communication technology
ISIC International Standard Industrial Classification of All Economic Activities
ITU International Telecommunication Union
LAN Local area network
NPO Non-profit organization
NSO National statistical office
OECD Organisation for Economic Co-operation and Development
OSILAC Observatorio para la Sociedad de la Información en Latinoamérica y el Caribe
(Observatory for the Information Society in Latin America and the Caribbean)
TGEG Task Group on e-Government
SNA System of National Accounts
UIS UNESCO Institute for Statistics
UNCTAD United Nations Conference on Trade and Development.
UNDESA United Nations Department of Economic and Social Affairs
UNESCO United Nations Educational, Scientific and Cultural Organization
UNSC United Nations Statistical Commission
URL Uniform Resource Locator
WSIS World Summit on the Information Society
Acronyms and abbreviations v

Preface
Globally comparative e-government indicators can assist users to understand the status of
e-government, both nationally and internationally. Consequent actions include better stra-tegic
management of e-government policies and development of programmes that contribute to
economic and social development through access to government services online.
This Framework describes a set of globally comparative e-government core indicators, reflect-ing
the emphasis on e-government by the World Summit on the Information Society (WSIS)1
and the suggestion by the United Nations Statistical Commission (UNSC) that the Partnership
on Measuring ICT for Development should extend its core list of ICT indicators to include
indicators on ICT use in government (UNSC, 2007). The indicators described in this report
were endorsed by the United Nations Statistical Commission at its 2012 meeting (UNSC,
2012).
The objective of the Framework is to support the efforts of countries in the collection of data
for the e-government core indicators. Particular attention is paid to providing a measurement
approach that is feasible for developing countries and supports their efforts to utilize e-govern-ment
for the benefit of their society and economy. Elements of the Framework include defined
core indicators and associated statistical standards (such as definitions, scope, statistical units,
model survey questions and classifications). The Framework does not go into detail on sta-tistical
methodologies, such as data collection methods. A manual on collection of the data
required to construct the e-government core indicators is expected to be produced in 2012. It
will include methodological information on data collection.
The report is a major output of the work of the Task Group on e-Government (TGEG), led by the
United Nations Economic Commission for Africa (UNECA), in collaboration with the United
Nations Economic Commission for Latin America and the Caribbean (ECLAC), the International
Telecommunications Union (ITU) and the United Nations Department of Economic and Social Affairs
(UNDESA). The Task Group comes under the auspices of the global Partnership on Measuring
ICT for Development (see box 1).
UNECA would like to acknowledge the contributions made by the consultants who were involved
in producing the report, including Sheridan Roberts of InfoSocietyStats.com, Aarno Airaksinen
and a team from VTT Technical Research Centre of Finland, coordinated by Hannes Toivanen
and Torsti Loikkanen.
1 The Geneva Plan of Action and the Tunis Agenda both refer to the importance of e-government initiatives and
Preface vii
strategies (ITU, 2005).

UNECA, on behalf of the Partnership, would like to thank the Government of Finland for fund-ing
the project through the technical assistance component of the UNECA-Finland cooperation
on ICT development in Africa managed by the Finnish Consulting Group, and the members of
the Task Group on e-Government for their contribution, which made the report internationally
inclusive.
The report was coordinated through the ICT, Science and Technology Division (ISTD) of UNECA
by Makane Faye, Senior Regional Advisor and Officer-in-Charge of the e-Application and ICT
Policy and Development Sections, with support from ISTD staff, including Matti Sinko, Abebe
Chekol and Afework Temtime, under the overall guidance of Aida Opoku-Mensah, Director of
the Division.
viii Framework for a set of e-government core indicators

Introduction 1
1. Introduction
Background
Information and communication technology (ICT) and its applications offer many opportuni-ties
for economic and human development. Within the framework of the World Summit on the
Information Society (WSIS), national governments, together with other stakeholders at national,
regional and international levels are engaged in conceptualizing and deploying ICT and e-govern-ment
applications in support of development.
Inherent within these approaches is the issue of policy development and monitoring of ICT pro-grammes.
The Geneva phase of WSIS established a set of targets for development of the informa-tion
society. It included a target to: “Connect all local and central government departments and
establish websites and e-mail addresses”. A recent publication by the Partnership (2011) suggested
a set of e-government core indicators to measure this target. Many of the standards developed for
those indicators have been adapted for this report.
Box 1: The Partnership on Measuring ICT for Development
Stemming from the mandate of the WSIS, the Partnership on Measuring ICT for Development is the collabora-tive
initiative of a number of international organizations. Its current members are: Eurostat, the International
Telecommunication Union, the Organisation for Economic Co-operation and Development, the United Nations
Conference on Trade and Development, the United Nations Department of Economic and Social Affairs, the
UNESCO Institute for Statistics, the World Bank, and four United Nations Regional Commissions (Economic
Commission for Africa, Economic Commission for Latin America and the Caribbean, Economic and Social Com-mission
for Asia and the Pacific, and the Economic and Social Commission for Western Asia).
Launched in 2004, the key goal of the Partnership is to develop internationally comparable, relevant and reliable
ICT statistics for measurement of the information society. Development and maintenance of a core list of ICT
indicators is one of its activities, and the development of e-government indicators is undertaken specifically in
this context (ITU, 2010). In 2005, the Partnership launched the first edition of Core ICT Indicators followed by
the latest edition published in 2010 (Partnership 2005; 2010). Both publications focused on the feasibility and
relevance of these ICT core indicators. The objective was to provide a reliable and accurate understanding of
the indicators and the associated statistical standards.
For more information on the Partnership, see: http://measuring-ict.unctad.org.
The United Nations Statistical Commission (UNSC), at its 2007 meeting, asked the Partnership
on Measuring ICT for Development to extend the core list of ICT indicators to include indicators
on ICT use in government (UNSC, 2007). The Partnership, through its Task Group on e-Govern-ment,
has been actively engaged in the development of internationally comparable e-government
indicators since 2006. This has proved to be a challenging task because of a number of difficulties

associated with e-government measurement; these are discussed in several publications (for exam-ple,
Partnership, 2011; OECD, 2009a) and in chapters 2 and 3 of this report.
The development of e-government core indicators has built on previous work, for example:
• Work at regional level by the Working Group on ICT Measurement of the ECLAC Statis-tical
Conference of the Americas in developing methodological guidelines for measuring
e-government;
• Work by Capgemini for the European Commission on measuring online public service
delivery in Europe;
• Work by UNDESA since 2003 in developing and implementing a global e-government
measurement framework;
• Work by the Partnership in developing indicators to measure the WSIS target on e-gov-ernment;
and
• Work by individual countries in developing and running national e-government surveys.
• The forums and events in which the progress of TGEG has been discussed and reviewed
include:
• The meeting of the Fifth African Technical Advisory Committee on the African Informa-tion
Society Initiative, held in Addis Ababa from 12 to 14 December 2006;
• The fifth session of the UNECA Committee on Development Information held in Addis
Ababa on 29 April 2007;
• The WSIS cluster of events (Action Line C7), held in Geneva on 24 May 2007;
• The WSIS cluster of events (Action Line C7), held in Geneva on 23 May 2008;
• The UNDESA/UNECA Workshop on Electronic/Mobile Government in Africa, held in
Addis Ababa from 17 to 19 February 2009;
• The Common Market for Eastern and Southern Africa Working Group meeting on devel-opment
of a harmonized e-readiness metric, held in Cairo, Egypt, from 3 to 6 March
2009;
• Consultations of the Task Group on e-Government, held in Geneva in May 2010;
• The OECD Working Party on Indicators for the Information Society, held in Paris, France,
from 16 to 17 June 2010;
• The Global Seminar on Information and Communication Technology Statistics, held in
Seoul, Republic of Korea, from 19 to 21 July 2010; and
• The World Telecommunications/ICT Indicators Meeting, held in Geneva from 24 to 26
November 2010.
2 Framework for a set of e-government core indicators

Box 2: The Task Group on e-Government
A Task Group for the development of e-government core indicators was established by the Partnership on
Measuring ICT for Development in 2006. The members of the Task Group are UNECA (coordinator), ECLAC,
ESCAP, ESCWA, Eurostat, ITU, OECD, UNCTAD, UNDESA and the World Bank. TGEG has been responsible for
developing perspectives on e-government measurement in order to arrive at a conceptually clear, methodologi-cally
feasible, and statistically sound set of e-government indicators, which also focus on essential features of
Introduction 3
e-government in the context of development.
A background description of the e-government activities of TGEG in the context of WSIS is available in the 2010
World Telecommunication/ICT Development Report (ITU, 2010).
The objective of this report is to support country efforts at producing high-quality and internation-ally
comparable e-government statistics by providing a set of indicators and associated standards.
The latter include definitions of indicators and terms, specifications of scope and statistical units,
classifications, formulae for calculation of indicators and model questions.
Why measure e-government?
There is a growing recognition worldwide that effective public sector governance requires the use
of ICT to achieve more efficiency in the functioning of government and to improve the delivery of
government services for organizations and individuals.
In order to measure and compare the incidence of e-government, a set of feasible, relevant and
comparable indicators is required. Such indicators are useful inputs to the formulation of policies
and strategies for effective government.
E-government potentially enhances social and economic development of countries by enabling
improved access to government services. Examples range from better access to information on
available services to complete online processing of requests for permits, certificates, payments, etc.
Effective use of e-government can also improve the efficiency and effectiveness of the public sector
and linkages between government agencies. Examples include the use of computers and networks
to improve the personal productivity of government workers and changes to more efficient busi-ness
processes associated with a transition to offering government services electronically. In this
context, an emerging imperative is to rethink e-government polices and programmes to exploit
these capacities.
E-government development in countries is at varying stages. Developed economies are relatively
advanced in their use of ICT for improving functioning of the public sector and service delivery.
Most developing countries are less advanced and, in order to improve e-government in these coun-tries,
a comparable measurement framework is important. While data from web surveys are avail-able
for most countries, through the efforts of UNDESA (2003, 2004, 2005, 2008b, 2010) and

the European Union (Capgemini, 2006, 2010), comparable e-government indicators from other
surveys are very limited.
What is e-government?
A prerequisite for developing a set of global e-government core indicators is to define what we
mean by “e-government”. Palvia and Sharma (2007) reviewed the definitions of e-government and
distinguished it from m-government (the use of wireless technologies for offering and delivering
government services) and e-governance (the use of ICT by the public and private sectors for the
purpose of enhancing governance). There are several definitions of e-government presently in use
worldwide and they differ depending on the purpose of the definition. Box 3 presents a selection
of current definitions.
Box 3: Definitions of e-government
Definition Source
Use of ICT and its application by the government for the provision of infor-mation
and public services to the people. The aim of e-government there-fore
is to provide efficient government management of information to the
citizen; better service delivery to citizens; and empowerment of the people
through access to information and participation in public policy decision-making.
UNDESA (2005)
Use by government agencies of information technologies (such as Wide
Area Networks, the Internet, and mobile computing) that have the ability
to transform relations with citizens, businesses and other arms of govern-ment.
These technologies can serve a variety of different ends: better delivery of
government services to citizens, improved interactions with business and
industry, citizen empowerment through access to information, or more effi-cient
government management. The resulting benefits can be less corrup-tion,
increased transparency, greater convenience, revenue growth, and/
or cost reductions.
World Bank (2011)
Use of new information and communication technologies (ICTs) by govern-ments
as applied to the full range of government functions. In particular,
the networking potential offered by the Internet and related technologies
has the potential to transform the structures and operation of government.
OECD (2009b)
E-government is about using the tools and systems made possible by
information and communication technologies to provide better public ser-vices
to citizens and businesses.
European Commission (EC, 2011)
While differing in emphasis, most of the definitions of e-government in box 3 involve the use of
ICT to improve the delivery of government services. Some definitions also refer to use of ICT
to improve the operations of government. This dual definition has been adopted for this report.
Implicit within this definition of e-government are the three user aspects: government-to-citi-

zen (G2C), government-to-business (G2B) and government-to-government (G2G). It should be
noted that the two dimensions of e-government are complementary and reinforcing. Enhancing
government efficiency and effectiveness leads to cost savings and can have a direct impact on the
improvement of service delivery.
Government organizations encompass several levels and a range of sizes and functions. Govern-ment
levels include central (national, federal), provincial (state), regional and local. All levels of
government may utilize e-government. In order to simplify the data collection task and to initially
test the feasibility of the indicators specified in this report, only central government organizations
are included for most indicators. It is hoped that countries will extend data collection to state and
local levels of government as resources permit.
Measuring e-government: current approaches
For the assessment of e-government, individual indicators and composite indices have been devel-oped
by international organizations, academic establishments and individual countries. The scope
of interest includes single countries, regions and global measurement. Some studies assess use of
ICT alone; others measure customer services through services offered via government websites.
The latter range from simple services to more sophisticated issues of privacy and electronic voting.
Methodologies range from country-level surveys of government organizations to highly complex
web-based surveys. The most comprehensive survey is the United Nations e-Government Survey.
It covers all United Nations Member States and is carried out by UNDESA Division for Public
Administration and Development Management. Its e-Government Development Index presents a
composite index based on a direct assessment of the state of national online services, telecommu-nications
infrastructure and human capital. UNDESA has led the effort in international e-govern-ment
benchmarking since 2003. In 2010 it published results of the fifth survey, United Nations
e-Government Survey 2010: Leveraging e-government at a time of financial and economic crisis.
Capgemini, on behalf of the European Commission, has published results of e-government bench-marking
of European Union member States for a number of years (for example, Capgemini 2006,
2010). The benchmark has proved to be a policy-informing tool at both European and Member
State level since its inception in 2001. The main element of the study is an extensive web survey of
organizations’ URLs that tracks 20 services offered by government.
Several individual countries collect information on e-government, mostly based on statistical sur-veys
of government organizations. The content and standards (especially regarding statistical units)
are diverse. Countries that have conducted e-government surveys include Australia, Brazil, Czech
Republic, Denmark, Egypt, India, New Zealand, Norway, Oman, Russia and Sri Lanka, among
others.
Introduction 5

2. E-government core indicators
data collection
E-government indicators, as a policy tool, reflect status and trends and guide policymaking
towards more efficient administration, improved services and more equal participation for citi-zens.
As such, they are anchored to technological platforms, which provide computing, storage,
communication and access services.
The evolution of ICT has seen a series of revolutions: from mainframes to personal computers,
from centralized databases to distributed computing, from star topologies to networks, and from
fixed to mobile access. Rapid advances in technology have allowed more advanced equipment and
applications. Corresponding statistical definitions and specifications need to be reviewed regularly
so that monitoring and assessment remain relevant.
Collection of e-government statistical information faces several challenges, including statistical fea-sibility,
data collection costs and the burden on respondents. There are particular challenges associ-ated
with comparability of e-government data between countries. In part, this has arisen through
the currently diverse practices of countries that collect statistical information on e-government.
However, a potentially larger problem arises from difficulties in identifying and comparing gov-ernment
units across countries. This has been termed the “units comparability issue” (Partnership,
2011) and is described below.
The “units comparability issue”
Indicators of the type “proportion of government organizations with ICT” are affected by difficul-ties
with comparison of units. For any indicators of the form ”proportion of entities with ICT”, it
can be very challenging to provide internationally comparable statistics, with the following condi-tions
needing to be satisfied:
• Countries need to consistently use agreed definitions for the entities – these include defini-tions
covering the functions and activities of the entity, and its level in a units hierarchy;
• The defined entities need to be identified by countries according to those agreed defini-tions;
and
• Even with consistent definition and good identification, indicators of this form may not
be comparable across countries because of different structures and functions of country
systems. For example, country A may have a small number of large entities of a particular
type, whereas country B might have mainly small entities of this type. In this example,

country A is likely to rate more highly on “proportion of units with ICT” indicators,
simply through structural differences.
The challenges can be overcome to a reasonable extent by establishing robust and generally applica-ble
definitions of units and by classifying output by size of organization (thus enabling comparison
of small organizations in country A with small organizations in country B). Unfortunately, there
are particular difficulties for central government units due to both their heterogeneity and the
international concepts used to define them. More information on this is presented in chapter 3.
Quality of indicators and methods of data collection
For the core indicators presented, different government agencies and different strategies may be
used to collect data. For most countries, the most important method is likely to be use of tradi-tional
questionnaire-based surveys of government organizations. Data may also be available from
administrative sources or collectible from country-level web surveys. Whatever the data collection
methods, e-government indicators should be:
• Statistically feasible
• Designed to enable international comparability
• Substantively relevant
• Consistent, thereby enabling reliable evidence of change over time
• Understandable and accessible to policymakers and other data users
• Not so complex as to limit their collection and use.
Longer-term challenges
Longer-term challenges in e-government measurement relate to the relevance criterion above (“sub-stantively
relevant”) and reflect changing policies and technologies. They raise questions, such as:
• How should indicators evolve given technological change?
• What type of policy and strategy issues should be addressed through the indicator set?
• What is the broader impact assessment framework for e-government?
• How can e-government indicators be further elaborated?
The alignment of long-term development objectives of e-government measurement with tech-nological
change and societal needs is essential for strengthening the relevance of indicators and
E-government indicators data collection 7
e-government measures.

Set of e-government core indicators
For the purposes of this report, the e-government core indicators are classified into four areas:
• Use of ICT by employees of government (for example, use of computers)
• Availability of ICT to government organizations (for example, the Internet)
• Use of ICT by government organizations (for example, whether a website exists)
• Supply of e-government services to citizens (by publicly accessible websites).
Like the other ICT indicators recommended by the Partnership, the e-government indicators pre-sented
in this report are core indicators.2 The list is not exhaustive – it is a starting point for coun-tries
to measure e-government using internationally agreed and comparable indicators.
Indicators addressing the use of the Internet for various activities by individuals and businesses are
part of the Partnership’s list of core ICT indicators (Partnership, 2010). Those relevant to govern-ment
should be considered as complementary indicators to the seven presented in this report.
They are:
• HH9 Internet activities undertaken by individuals in the last 12 months
• Getting information from general government organizations
• Interacting with general government organizations
• B12 Proportion of businesses using the Internet by type of activity3
• Getting information from general government organizations
• Interacting with general government organizations
While not within the mandate of this report, e-government impact assessment is also important
and may be taken up by the Partnership separately in the context of another task group. The next
two chapters present the main focus of this report, that is, detailed technical specifications for the
seven e-government core indicators (chapter 4) and associated statistical standards (chapter 3).
Table 1 presents the e-government indicators. It is hoped that they will provide important strate-gic
intelligence for policymakers, the technological community, international organizations and
researchers involved in benchmarking global e-government development.
2 Note that one of the indicators, EG7, has been nominated as experimental until more experience is gained
about its statistical feasibility.
3 Eurostat’s 2011 Enterprise Survey devoted a special module to the use of e-government by businesses, to shed
light on the services they use, at what degree of sophistication, and in relation to the main barriers to usage.
See: http://ec.europa.eu/information_society/eeurope/i2010/docs/benchmarking/benchmarking_
digital_europe_2011-2015.pdf.

Table 1: List of the e-government core indicators
Code Name of the indicator
EG1 Proportion of persons employed in central government organizations routinely using computers
EG2 Proportion of persons employed in central government organizations routinely using the Internet
EG3 Proportion of central government organizations with a LAN
EG4 Proportion of central government organizations with an intranet
EG5 Proportion of central government organizations with Internet access, by type of access
EG6 Proportion of central government organizations with a web presence
EG7 Selected Internet-based services available to citizens, by level of sophistication of service
E-government indicators data collection 9

3. Statistical standards
This chapter presents the statistical standards that apply to the core indicators, EG1 to EG7.
It builds on the measurement challenges described in the last chapter and suggests solutions
to those challenges. For international reporting, countries should provide a “statistical standards
statement” providing metadata related to the core indicators. Elements of the statement should
include: the reference date that has been used, the central government organizations that have been
included and how they are defined. Major coverage problems and use of different definitions of
terms should also be addressed. For indicator EG7, countries are asked to comment on any dif-ficulties
understanding, or completing, the question.
The statistical standards addressed in this chapter are scope, statistical units, classifications, weight-ing,
time-related factors (reference date and frequency), supplementary data requirements and
reporting core indicator data.
Scope
Indicators EG1 to EG6 refer to central government organizations, which constitute a subsector
of the general government sector. The latter is defined in the 2008 System of National Accounts
(2008 SNA) (EC et al., 2009) as consisting of all units of central, state or local government; all
non-market, non-profit institutions (NPIs) that are controlled by government units; and social
security funds. The general government sector does not include public corporations, even when all
the equity of such corporations is owned by government units. Nor does it include quasi-corpo-rations
that are owned and controlled by government units. However, unincorporated enterprises
owned by government units that are not quasi-corporations remain integral parts of those units
and are therefore included in the general government sector.
According to the 2008 System of National Accounts (SNA), the central government subsector
consists of the institutional unit or units making up the central government plus non-market NPIs
that are controlled by central government. The 2008 SNA describes the characteristics of central
government in terms of its authority in areas such as imposition of taxes, national defence, mainte-nance
of law and order and relations with foreign governments. The concept of control in respect
of NPIs is defined by the 2008 SNA as the ability to determine the general policy or programme
of the NPI, with five indicators of control to be considered. They include control according to
enabling instruments (for example, a constitution), contractual agreements, degree of funding
and exposure to financial risk of the NPI. Control may be established using one or more of these
criteria and, ultimately, the establishment of control is judgemental in nature.

The International Standard Industrial Classification of All Economic Activities (ISIC) (UNDESA
2002, 2008a) is the international standard for classifying entities according to their economic
activity. National Statistical Offices (NSOs) will generally classify units on their business register
by ISIC or an equivalent national industrial classification. Where data for the e-government core
indicators are collected using a survey run by a NSO, the business register may be used as a survey
frame (or at least used as a starting point for constructing a frame). As ISIC refers to activities, not
types of units, it cannot be used alone to determine government units (because some of the activi-ties
of government will be outside the ISIC section, Public administration and defence; compulsory
social security, and, arguably, non-government units may also have activities covered by this sec-tion).
In addition, ISIC does not distinguish the activities of central government; these will vary
for individual countries (as an example, countries with a level of “state” or “provincial” government
will likely have more limited central government functions).
A scope extension for indicators EG1 to EG6 includes the other generally recognized levels of
government, state (or provincial) and local. According to the 2008 SNA:
• State government units are described as “… institutional units whose fiscal, legislative and
executive authority extends only over the individual ’states’ into which the country as a
whole may be divided. Such ’states’ may be described by different terms in different coun-tries.
In some countries, especially small countries, individual states and state governments
may not exist. However, in large countries, especially those that have federal constitutions,
considerable powers and responsibilities may be assigned to state governments.”
• Local government units are described as “…institutional units whose fiscal, legislative and
executive authority extends over the smallest geographical areas distinguished for admin-istrative
Statistical standards 11
and political purposes.”
Following the 2008 SNA, where more than one level of government exists between central and
local government, these should be included with the level of government (state or local) with
which they are most closely associated.
Indicator EG7 refers to government more generally and includes both central and state levels
of government. It is methodologically quite different from indicators EG1 to EG6, which refer
to information in respect of central government entities. While the “units comparability issue”
described in chapter 3 does not apply to EG7, at a country level, the indicator potentially relies
on several data sources, some or all of which may be subjective. EG7 is considered “experimen-tal”
because of this uncertainty and because the method of data collection required is relatively
untested.

Statistical units
Government units are defined according to the 2008 SNA as “… unique kinds of legal entities
established by political processes that have legislative, judicial or executive authority over other
institutional units within a given area. Viewed as institutional units, the principal functions of
government are to assume responsibility for the provision of goods and services to the community
or to individual households and to finance their provision out of taxation or other incomes; to
redistribute income and wealth by means of transfers; and to engage in non-market production.”
An institutional unit is defined by the 2008 SNA as “… an economic entity that is capable, in its
own right, of owning assets, incurring liabilities and engaging in economic activities and in trans-actions
with other entities.” An important attribute of the institutional unit is that a set of eco-nomic
accounts exists or can be compiled for the unit. This set of accounts includes consolidated
financial accounts and/or a balance sheet of assets and liabilities (EC et al., 2009).
According to the 2008 SNA, “Central government is a large and complex subsector in most coun-tries.
It is generally composed of a central group of departments or ministries that make up a single
institutional unit plus, in many countries, other institutional units.”
For indicators of the type “proportion of central government organizations with ICT”, use of the
institutional unit presents difficulties for those countries where a single institutional unit com-prises
all (or many) central government departments or ministries. In such cases, the institutional
unit will consist of a number of subunits (for example, individual ministries and agencies), each of
which has its own ICT characteristics. There will not be a clear indication of the ICT characteris-tics
of the institutional unit, unless all the subunits have identical ICT characteristics.
A partial solution to this problem is to use a unit that is at a lower level than the institutional unit
in cases where the institutional unit comprises all (or most) of central government. The 2008 SNA
discusses a number of government units that may be part of an institutional unit or be institutional
units in their own right. They include:
• Departments or ministries of central government that are part of a single institutional unit
• Branch offices or agencies of central government (for example, located in different parts of
the country) that are part of a single institutional unit
• Agencies of central government with separate legal identity and substantial autonomy that
may be established to carry out specific functions (such as road construction, or the non-market
production of health or education services); these are separate institutional units if
they maintain full sets of accounts.
In some cases, these types of units will be equivalent to sites or establishments. In others, they will
be higher level units, with associated subunits including establishments. It is clear that it is imprac-tical
to collect or compile information in respect of all establishments that are part of a central

government entity. In many countries, such “excluded establishments” would include individual
schools, hospitals, health centres, museums, police stations and post offices.
It is therefore suggested that, where a single institutional unit comprises all (or much) of central
government, the highest level below the institutional unit should be selected as the appropriate sta-tistical
unit of central government. Such units would include portfolio departments (for example,
education, health, education, culture, justice) and central government agencies such as national
postal operators. Where there is no such unit between an establishment and a single institutional
unit of central government, then the establishment would be the appropriate statistical unit. In
some cases, a single institutional unit may be appropriate, for instance, where it is an agency of
central government with a separate legal identity.
The suggested unit will, in many cases, be analogous to the kind-of-activity units defined by the
2008 SNA: “A kind-of-activity unit is an enterprise, or a part of an enterprise, that engages in only
one kind of productive activity or in which the principal productive activity accounts for most of
the value added.” This is a higher level unit than the establishment level, which is location-based
(“… an enterprise, or part of an enterprise, that is situated in a single location and in which only a
single productive activity is carried out …”) (EC et al., 2009).
Where the selected unit has one or more subunits that are not “excluded establishments” and
have different ICT characteristics from the selected statistical unit, the response should reflect the
situation applying to the majority of persons employed. For example, a particular statistical unit
is a government department with Internet access at its head office, where 100 people work. The
department has several regional offices, all without Internet access and employing in total 150
employees. The response should indicate that the statistical unit does not have Internet access. In
situations like this, it could be preferable to survey the unit and its subunits.
It is obvious that central government statistical units are very heterogeneous and are not able to be
readily defined in a way that can be applied uniformly across countries. In addition, the functions
of central government will vary across countries, thus compounding comparability problems. In
this situation, a classification of organizations by size is particularly important in creating some
level of homogeneity of central government units across countries. A size classification is presented
below.
Where countries’ business registers (or equivalent registers of government units) have only institu-tional
government units, countries may prefer to use those units as reporting units in preference
to compiling a register of all subunits. In such cases, the reporting unit would respond in respect
of each of its subunits (for example, departments or ministries, branch offices and agencies, but
not ”excluded establishments” such as schools, hospitals, health centres, museums, police stations
and post offices).
Countries using a business register to conduct surveys to measure any of the indicators EG1 to
EG6 should ensure that they have covered all the central government units classified to ISIC Sec-

tion O: Public administration and defence; compulsory social security. It is reiterated that central
government activities may be classified to various other ISIC classes, for instance (in ISIC Rev.
4), Section P Education; Section Q Human health and social work activities; and Section R Arts,
entertainment and recreation. In addition, units that are not central government entities may be
classified to ISIC Section O.
Classifications
For indicators EG1 and EG2, “persons employed” could be classified by characteristics apply-ing
to individuals, for example, occupation or gender.
As discussed in chapter 3, the “units comparability issue” is a major challenge for central govern-ment
units. It is strongly recommended that output for at least indicators EG3 to EG6 be classi-fied
by size of central government organization, thus enabling comparison of similarly sized units
across countries.4 The size variable proposed is the number of persons employed by head count
(HC) and the size ranges are the employment size categories used by the Partnership for businesses
(Partnership, 2010). These are: 1–9, 10–49, 50-249 and 250 or more. HC refers to the number of
persons employed, whether full-time, part-time or casual.
Where data for indicators EG1 to EG6 are collected by surveys, employment HC data should be
collected in the same survey unless reliable data on employment by HC are available on countries’
business registers (or other survey frames).
Weighting
Because of the heterogeneity of central government units, it is strongly suggested that indicators
be weighted. This removes the effect of unit non-comparability, although it does introduce a
weighting effect, which may cause the estimate to be biased. The weighting for each indicator
has been chosen to be reasonably aligned with the nature of the indicator in order to reduce any
weighting effects. The following weightings are recommended:
• For EG1 and EG2, the weighting is a component of the indicator, that is, the proportion
of employees who routinely use a computer/the Internet; when aggregated to the total
population, these indicators provide information on the proportion of all central govern-ment
employees routinely using computers/the Internet.
• For EG3 to EG6, it is recommended that indicators be weighted according to the number
of employees; this should be reasonably unbiased for indicators reflecting ICT use by
employees (that is, EG3, EG4 and EG5). For EG6, employment weighting is less related
to whether an organization has a website, though, arguably, larger organizations are more
4 Note that the issue does not apply to EG7 and is less critical for EG1 and EG2.

likely to have websites. The algebraic depiction of employment-weighted estimates is
shown in the indicator boxes for EG3 to EG6.
• For EG7, the weighting is a component of the indicator, being the proportion of the rel-evant
population with the theoretical ability to access selected Internet-based government
services.
Time-related factors
Reference date
The indicators refer to the situation at a particular reference date. While it is obviously useful if
countries harmonize this date in their data collections, it is considered impractical to recommend
that. Therefore, no advice is offered on the selection of a particular reference date. For international
reporting of the indicators, countries should include the reference date in a statistical standards
statement.
Reference dates are referred to in all of the indicators. The dates are left up to countries to deter-mine.
They could be at the end of a calendar year or a quarter. It could also be the day the survey
was completed and therefore could differ slightly between organizations.
Frequency
Frequency refers to how frequently the indicators are produced by a country. This will be a func-tion
of several factors, including resources and the speed of change in the implementation of
e-government. While no particular recommendations are made, it is considered that once every
two years would be a suitable starting point.
Supplementary data requirements
Where data are collected by a survey, that survey should also collect data on the number of persons
employed (on a HC basis by gender, if possible) at the reference date. This is required for size clas-sification,
to derive indicators EG1 and EG2, and to derive employment-weighted indicators for
EG3 to EG6. “Persons employed” refers to all persons working for the government organization,
not only those working in clerical jobs. They include part-time, short-term and casual employees.
A suitable question is:
How many persons were employed by this organization at <reference date>? ____
How many of these were female? ____
How many of these were male? ____

Reporting core indicator data
For international reporting purposes, where possible, countries should provide numbers for indica-tors
EG1 to EG6 rather than proportions. This makes it clear what the data mean and facilitates
comparison of data across countries. It also enables aggregation of subcategories (for example, size
categories). Population estimates for the total population, and for each subpopulation (as indicated
by the classificatory variables), also need to be provided so that proportions can be derived. Both
sets of numbers should represent the whole population and not a sample. For EG7, countries
should provide percentages (of the relevant population).
The numbers to be provided for indicators EG1 to EG6 are:
• TE: Total number of persons employed in central government organizations, split by
organization size. Where possible, TE should also be split by male and female, by size.
This is the denominator for EG1 and EG2, and also for employment-weighted versions of
indicators EG3 to EG6.
• TGO: Total number of central government organizations, split by organization size. This
is the denominator for indicators EG3 to EG6.
• TEUC: Total number of persons employed in central government organizations, routinely
using computers, split by organization size. This is the numerator of EG1. Where possible,
TEUC should be also split by male and female, by size.
• TEUI: Total number of persons employed in central government organizations routinely
using the Internet, split by organization size. This is the numerator of EG2. Where pos-sible,
TEUI should be also split by male and female, by size.
• TGLAN: Total number of central government organizations with a LAN, split by organi-zation
size. This is the numerator for EG3.
• TEGLAN: Total number of persons employed in central government organizations with
LAN. This is the numerator for the employment-weighted version of EG3.
• TGINTR: Total number of central government organizations with an intranet, split by
organization size. This is the numerator for EG4.
• TEGINTR: Total number of persons employed in central government organizations with
an intranet. This is the numerator for the employment-weighted version of EG4.
• TGINT: Total number of central government organizations with Internet access, split by
organization size. This is the numerator for EG5 and is split by type of Internet access
service used (as well as “any Internet access”).
• TEGINT: Total number of persons employed in central government organizations with
any Internet access. This is the numerator for the employment-weighted version of EG5
and is not split by type of Internet access.
• TGWEB: Total number of central government organizations with a web presence, split by
organization size. This is the numerator for EG6.

• TEGWEB: Total number of persons employed in central government organizations with a
web presence. This is the numerator for the employment-weighted version of EG6.

4. Technical specifications of
Table 2 in this chapter presents detailed technical specifications for the seven e-government
core indicators. The first two indicators, EG1 and EG2, are presented as: the proportion of
employees of government entities using [technology]. Indicators EG3 to EG6 are presented as:
the proportion of central government entities using/with [technology]. Employment-weighted
versions of EG3 to EG6 are also defined and recommended. The last indicator, EG7, deals with
the services offered by central and state government organizations, with a set of selected Internet-based
services.
Subindicators for the indicators can be constructed using the classificatory variables, type of gov-ernment
organization and organization size, for example, the proportion of central government
organizations with 250 or more employees, with an intranet. In particular, it is strongly suggested
that the size classification presented in this chapter be applied by countries.
The presentation of technical specifications was influenced by the Guide to Measuring Information
and Communication Technologies (ICT) in Education by the UNESCO Institute for Statistics (UIS,
2009), and the Regional Proposal for Core Indicators on e-Government: Methodological Guidelines
(OSILAC, 2010). Statistical standards for the core indicators are taken from a number of sources
and are discussed in the previous chapter.
The e-government core indicators are shown in table 2 and are defined according to the following
characteristics:
• Name of indicator
• Definition of indicators (basic and employment-weighted)
• Method of data collection
• Data requirements
• Disaggregations
• Formulae (how basic and employment-weighted indicators are calculated
• Suggested model questions
• Definitions of units and terms
• Notes, including scope extensions to other levels of government, statistical issues and the
outline of a statistical standards statement for the purposes of international reporting.

Table 2: Technical specifications of e-government core indicators
EG1: Proportion of persons employed in central government organizations routinely using computers
Definition of indicator:
The proportion of persons employed in central government organizations routinely using computers is calculated by
dividing the number of persons employed in central government organizations, who routinely use computers, by the
total number of persons employed in central government organizations. The result is then multiplied by 100 to be
expressed as a percentage.
An optional indicator may be calculated separately for male and female persons employed (or other individual charac-teristics).
Method of data collection:
Data may be collected by statistical surveys of central government organizations, or other methods, such as compila-tion
from ministries’ administrative records, where these are suitable.
Technical specifications of proposed e-government indicators 19
Data requirements:
TEUC: Total number of persons employed in gov-ernment
organizations, routinely using computers.
TE: Total number of persons employed in govern-ment
organizations.
Disaggregations:
The indicator is preferably disaggregated by size of central gov-ernment
organization in ranges of persons employed: 1-9, 10-49,
50-249, 250 and above.
The indicator may be extended to a disaggregation by gender,
or other individual characteristics, where that information is
available. The model questions below show a disaggregation by
gender.
Formula:
100
TEUC


S ∗ = 
TE
EG1
S
S

For each S in ['1' , '2' , '3']
Gender is defined by the letter S and values are between 1 and
3, as follows:
S = 1 → Male persons employed
S = 2 → Female persons employed
S = 3 → Total number of persons employed
Suggested model questions:
Optional extension:
How many persons employed by this organization routinely used a computer at work (for work purposes) as at <refer-ence
date>? ____
Optional extension:

EG1: Proportion of persons employed in central government organizations routinely using computers
(continued)
Definitions of units and terms:
Central government organizations are defined according to the 2008 System of National Accounts (EC et al., 2009),
which describes the central government subsector as “…generally composed of a central group of departments or
ministries that make up a single institutional unit plus, in many countries, other institutional units.”
Where the institutional unit comprises all (or most) of the entities that comprise central government, the highest level
below the institutional unit should be selected as the appropriate statistical unit. Such units would include portfolio
departments (e.g. education, health, culture, justice) and central government agencies such as national postal opera-tors.
Where there is no such unit between an establishment and a single institutional unit of central government, then
the establishment would be the appropriate statistical unit. In some cases, an institutional unit may be appropriate, for
instance, where it is an agency of central government with a separate legal identity.
”Excluded establishments” of central government such as individual schools, hospitals, health centres, museums, po-lice
stations and post offices are not statistical units, for the purposes of this indicator, except where there is no higher
level unit above them. An example of the latter might be a national museum or national archives.
For more information on scope and definitions of statistical units, see chapter 3.
A computer refers to a desktop or a laptop computer. It does not include equipment with some embedded computing
abilities such as mobile cellular phones, personal digital assistants (PDAs) or TV sets (Partnership, 2010).
Persons employed refers to all persons working for the specified government organization, not only those working in
clerical jobs. They include part-time, short-term and casual employees (Partnership, 2010).
Routinely refers to at least once a week (Partnership, 2010).
Use can be at the organization’s premises or elsewhere but refers to use for work purposes.
The reference date for these questions could be at the end of a calendar year or quarter. It could also be the day the
survey was completed and therefore could differ slightly between organizations.
Notes:
A useful scope extension for this indicator is to include the other generally recognized levels of government, state (or
provincial) and local. See chapter 3 for definitions of these levels of government.
The main statistical issue with this indicator is that the result reflects the functions and statistical units of central gov-ernment
organizations as well as the propensity towards computer use. For example, if a country has a large number
of central government statistical units employing labourers, it may show a lower result on this indicator simply because
labourers are less likely to use computers as part of their job than clerical workers.
For international reporting, countries should provide a “statistical standards statement” indicating the reference date
that has been used, which central government organizations have been included and how they are defined. Major
coverage problems and use of different definitions of terms should also be addressed.

EG2: Proportion of persons employed in central government organizations routinely using the Internet
The proportion of persons employed in central government organizations routinely using the Internet is calculated
by dividing the number of persons employed by central government organizations, who routinely use the Internet,
by the number of persons employed by central government organizations. The result is then multiplied by 100 to be
expressed as a percentage.
An optional indicator may be calculated separately for male and female persons employed (or other individual char-acteristics).
Data may be collected by statistical surveys of central government organizations, or other methods, such as compi-lation
Data requirements:
TEUI: Total number of persons employed in
central government organizations routinely using
the Internet.
TE: Total number of persons employed in central
government organizations.
Disaggregations:
The indicator is preferably disaggregated by size of central
government organization in ranges of persons employed: 1-9,
10-49, 50-249, 250 and above.
The indicator may be extended to a disaggregation by gender,
or other individual characteristics, where that information is
available. The model questions below show a disaggregation
by gender.
Formula:
100
TEUI



= ∗ s TE
EG2
s
s

For each S in ['1' , '2' ,'3'].
Gender is defined by the letter S and values are between 1 and
3, as follows:
S = 1 → Male persons employed
S = 2 → Female persons employed
S = 3 → Total number of persons employed
Optional extension:
How many persons employed by this organization routinely used the Internet at work (for work purposes) as at
<reference date>? ____
Optional extension:

EG2: Proportion of persons employed in central government organizations routinely using the Internet
(continued)
departments (e.g. education, health, culture, justice) and central government agencies such as national postal op-erators.
Where there is no such unit between an establishment and a single institutional unit of central government,
then the establishment would be the appropriate statistical unit. In some cases, an institutional unit may be appropri-ate,
for instance, where it is an agency of central government with a separate legal identity.
”Excluded establishments” of central government such as individual schools, hospitals, health centres, museums,
police stations and post offices are not statistical units, for the purposes of this indicator, except where there is no
higher level unit above them. An example of the latter might be a national museum or national archives.
For more information on scope and definitions of statistical units, see chapter 3.
The Internet is a worldwide public computer network. It provides access to a number of communication services
including the World Wide Web and carries e-mail, news, entertainment and data files, irrespective of the device used
(not assumed to be only via a computer − it may also be by mobile phone, PDA, game machine, digital TV or other
device.). Internet access can be via a fixed or wireless network (Partnership, 2010).
Persons employed refers to all persons working for the specified government organization, not only those working in
clerical jobs. They include part-time, short-term and casual employees (Partnership, 2010).
Routinely refers to at least once a week (Partnership, 2010).
Use can be at the organization’s premises or elsewhere but refers to use for work purposes.
Notes:
The main statistical issue with this indicator is that the result reflects the functions and statistical units of central
government organizations as well as the propensity towards Internet use. For example, if a country has a large num-ber
of central government statistical units employing labourers, it may show a lower result on this indicator simply
because labourers are less likely to use the Internet as part of their job than clerical workers.

EG3: Proportion of central government organizations with a LAN
Definition of basic indicator:
The proportion of central government organizations with a LAN is calculated by dividing the number of central gov-ernment
organizations with a LAN by the number of central government organizations. The result is then multiplied
by 100 to be expressed as a percentage.
Definition of employment-weighted indicator:
An employment-weighted version of the indicator is calculated by weighting responses by the number of employees
in responding central government organizations. The resulting indicator is expressed as follows: central government
organizations with a LAN account for x per cent of the total number of persons employed in government organiza-tions.
Note that this is different from the employment weighting used in EG1 and EG2. However, like those indica-tors,
it requires that total employment be collected in surveys of central government organizations.
Data requirements:
TGLAN: Total number of central government organizations
with a LAN.
TGO: Total number of central government organizations.
TEGLAN: Total number of persons employed in central gov-ernment
TEGLAN

EG3ew ∗ = 
organizations with LAN.
TE: Total number of persons employed in central government
organizations.
Disaggregations:
The basic indicator should be disaggregated by
size of central government organization in ranges
of persons employed: 1-9, 10-49, 50-249, 250
and above.
Formulae:
100
TGLAN


EG3 = TGO
∗ 

The employment weighted estimate is:
100
TE


Suggested model question:
Did this organization have a LAN as at <reference date>?
Yes  No 

EG3: Proportion of central government organizations with a LAN
Where the ICT characteristics of subunits vary (for example, between a head office and regional offices), either all
units should be surveyed (apart from “excluded establishments” such as individual schools, hospitals, health centres,
museums, police stations and post offices), or the response should reflect the situation applying to the majority of
persons employed.
For more information on scope, definitions of statistical units and treatment where ICT characteristics differ, see chapter 3.
A LAN refers to a network connecting computers within a localized area such as a single building, department or
site; it may be wireless (Partnership, 2010).
Notes:
A major statistical issue with this indicator is the “units comparability issue” discussed in chapter 2. The impact of
this issue can be reduced by adherence to the standards described in this report, including tabulation of output by
size of organization and employment weighting.

EG4: Proportion of central government organizations with an intranet
The proportion of central government organizations with an intranet is calculated by dividing the number of central
government organizations with an intranet by the number of central government organizations. The result is then
multiplied by 100 to be expressed as a percentage.
organizations with an intranet account for x per cent of the total number of persons employed in central government
organizations. Note that this is different from the employment weighting used in EG1 and EG2. However, like those
indicators, it requires that total employment be collected in surveys of central government organizations.
TEGINTR
EG4ew ∗ = 
Data requirements:
TGINTR: Total number of central government organi-zations
with an intranet.
TGO: Total number of central government organiza-tions.
TEGINTR: Total number of persons employed in cen-tral
government organizations with an intranet.
Disaggregations:
The basic indicator should be disaggregated by size of
central government organization in ranges of persons
employed: 1-9, 10-49, 50-249, 250 and above.
Formulae:
100
TGINTR


EG4 = TGO
∗ 

The employment weighted estimate is:
100
TE


Did this organization have an intranet as at <reference date>?
Yes  No 

EG4: Proportion of central government organizations with an intranet
persons employed.
For more information on scope, definitions of statistical units and treatment where ICT characteristics differ, see
chapter 3.
An intranet refers to an internal communications network using Internet protocols and allowing communication within
an organization (and to other authorized persons). It is typically set up behind a firewall to control access (Partner-ship,
2010).
Notes:

EG5: Proportion of central government organizations with Internet access, by type of access
The proportion of government organizations with Internet access, by type of access is calculated by dividing the total
number of central government organizations with Internet access (by each type of access and “any” access) by the
total number of central government organizations. The result is then multiplied by 100 to be expressed as a percent-age.
Note that the sum of percentages of each type of access is likely to exceed 100, as many central government orga-nizations
will have more than one type of access service.
An employment-weighted version of the indicator for any Internet access is calculated by weighting responses by
the number of employees in responding central government organizations. The resulting indicator is expressed as
follows: central government organizations with Internet access account for x per cent of the total number of persons
employed in central government organizations. Note that this is different from employment weighting used in EG1
and EG2. However, like those indicators, it requires that total employment be collected in surveys of central govern-ment
organizations.
Data may be collected by statistical surveys of central government organizations, or other methods, such as com-pilation
from ministries’ administrative records, where these are suitable. Where a survey is used, countries should
include an instruction that the respondent should consult their information technology area (or equivalent) if unsure
about the meaning of the definitions.
Data requirements:
TGINT: Total number of central government orga-nizations
with Internet access (by type).
TGO: Total number of central government orga-nizations.
TEGINT: Total number of persons employed
in central government organizations with any
Internet access.
Disaggregations:
The basic indicator should be disaggregated by size of central
government organization in ranges of persons employed: 1-9,
10-49, 50-249, 250 and above.
Formulae:
100
TGINT

EG5 T


= T TGO
∗ 
For each T in ['1' , '2' , '3' , '4'].
The employment weighted estimate refers to
organizations with any form of Internet access
and is:
100
TEGINT


EG5ew = TE
∗ 

Types of access to Internet access are defined by the letter T
and their values are between 1 and 4, as follows:
T = 1 → Narrowband
T = 2 → Fixed (wired) broadband
T = 3 → Wireless broadband
T = 4 → Any Internet access

EG5: Proportion of central government organizations with Internet access, by type of access
Did this organization have Internet access as at <reference date>?
Yes  No 
If Yes:
Did this organization have narrowband Internet access as at <reference date>?
Yes  No 
Did this organization have fixed (wired) broadband Internet access as at <reference date>?
Yes  No 
Did this organization have wireless broadband Internet access as at <reference date>?
Yes  No 

EG5: Proportion of central government organizations with Internet access, by type of access (continued)
persons employed.
chapter 3.
The Internet is a worldwide public computer network. It provides access to a number of communication services
including the World Wide Web and carries e-mail, news, entertainment and data files (Partnership, 2010).
Narrowband includes analogue modem (dial-up via standard phone line), ISDN (Integrated Services Digital Network),
DSL at speeds below 256 kbit/s, and mobile phone and other forms of access with an advertised download speed
of less than 256 kbit/s. Note that narrowband mobile phone access services include CDMA 1x (Release 0), GPRS,
WAP and i-mode (ITU, 2011).
Fixed (wired) broadband refers to fixed (wired) high-speed access to the public Internet (a TCP/IP connection), at
downstream speeds equal to, or greater than 256 kbit/s. This includes cable modem, DSL, fibre-to-the-home/build-ing
and other fixed (wired) broadband subscriptions. It excludes wireless broadband services as defined below (ITU,
2011).
Wireless broadband refers to wireless high-speed access to the public Internet (a TCP/IP connection), at down-stream
speeds equal to, or greater than 256 kbit/s. This can include satellite Internet, terrestrial fixed wireless (includ-ing
fixed WiMax) and broadband access via mobile cellular networks (ITU, 2011).
Internet access can be via any device (mobile cellular phone, laptop, PDA, etc.). The Internet connection/s should be
functional, that is any equipment, software or services needed should be in working condition. Access can be via a
fixed or wireless network (Partnership, 2010).
Notes:
provincial) and local. See Chapter 3 for definitions of these levels of government.
Another possible statistical issue is the technical nature of the categories and the possibility that respondents will not
know what kind of Internet access service/s they have.

EG6: Proportion of central government organizations with a web presence
The proportion of central government organizations with a web presence is calculated by dividing the number of
central government organizations with a web presence by the number of central government organizations. The
result is then multiplied by 100 to be expressed as a percentage.
organizations with a web presence account for x per cent of the total number of persons employed in central gov-ernment
organizations. Note that this is different from employment weighting used in EG1 and EG2. However, like
those indicators, it requires that total employment be collected in surveys of central government organizations.
Data requirements:
TGWEB: Total number of central government orga-nizations
with a web presence.
TGO: Total number of central government organiza-tions.
TEGWEB: Total number of persons employed in
central government organizations with a web pres-ence.
TGWEB

EG6 ∗ = 
Disaggregations:
The basic indicator should be disaggregated by size of cen-tral
government organization in ranges of persons employed:
1-9, 10-49, 50-249, 250 and above.
Formulae:
100
TGO


The employment-weighted estimate is:
100
TEGWEB


EG6ew = TE
∗ 

Did this organization have a web presence as at <reference date>?
Yes  No 
Please give the web address (URL) of this organization’s main web presence: ___________________________

EG6: Proportion of central government organizations with a web presence (continued)
persons employed.
chapter 3.
A web presence includes a website, home page or presence on another entity’s website (including a related organi-zation).
It excludes inclusion in an online directory and any other web pages where the organization does not have
control over the content of the page (Partnership, 2010).
Notes:

EG7: Selected Internet-based services available to citizens, by level of sophistication of service
Unlike indicators EG1 to EG6, this indicator refers to both central and state/provincial levels of government. This is
necessary to ensure international comparability as the services selected may be offered by different levels of govern-ment
across countries. Because the approach taken to measuring Internet-based services is relatively untested* and
because responses may be somewhat subjective, the indicator is initially considered to be “experimental”.
The main indicator is weighted by population in order to show the significance of government Internet-based services
at the national level. A supplementary indicator presented by jurisdiction is also presented. This indicates Yes/No/Not
relevant against each service for each jurisdiction of central and state/provincial government. This presentation may
also be used as an input to the computation of the main indicator, especially where countries have a state/provincial
level of government.
The main indicator is expressed in terms of the percentage of a country’s population that is theoretically able to ac-cess
each Internet-based service. Note that this does not refer to whether a citizen has the equipment or knowledge
necessary to access those services, whether s/he needs to access those services or whether s/he directly benefits
(for example, most of the services are not relevant to children but they are assumed to indirectly benefit if their parent
or guardian accesses services electronically). The ability to access each service will usually be linked to the relevant
jurisdiction, for example, a citizen residing in a particular state will theoretically be able to access Internet-based
services offered by that state government, though may not need to, wish to, or be technically capable of doing so.
Data are likely to be collected by countries using available information and/or by searches of relevant websites
for each jurisdiction. Two data collection approaches are possible. The first (the main indicator) provides a model
question as a “population proforma” to be completed at the country level, for example, by a single national agency
or national expert. It is not like the model questions for EG1 to EG6, which are suitable for inclusion on surveys of
individual government organizations.
The supplementary indicator can be completed by a national expert but could also be sent to jurisdictions (e.g. state
governments) to complete. In this case, each jurisdiction would complete the second version of the model question
(“jurisdiction proforma”) and, for each level (1 to 4) for each service, provide a Yes, No or Not relevant response. The
national expert could then aggregate the information, using jurisdiction level total population data, and complete the
population proforma.
See Definitions of units and terms below for more information.
Data requirements:
Disaggregations:
Availability of selected Internet-based services as
By central/federal and state/provincial levels of government, as
shown in the model questions below.
shown in the model questions below.
Total populations governed, for each jurisdiction
(e.g. one national and several state govern-ments).
1 Web surveys of government sites are conducted by several organizations. However, it is not known whether data are weighted by
the theoretical population able to access the service. At an individual country level, the Czech Statistical Office conducts an annual web
survey that collects data on the availability of particular online services (personal documents, certificates, construction permit, announce-ment
of change of address and social contributions) from some municipal governments. The researcher examines public administration
websites as if s/he were a normal citizen searching for specific information and services. See http://www.czso.cz/csu/2010edicniplan.nsf/
engt/F300431D09/$File/970310m2_EN.pdf. Other web-based surveys collect information on some or all for these services, for example,
the European Union benchmarking surveys, which were used as a guide for some of the selected services (Capgemini, 2006).

EG7: Selected Internet-based services available to citizens, by level of sophistication of service (continued)
Suggested model question (population proforma version) for EG7:
Indicate below the percentage of citizens theoretically able to access the following Internet-based services offered by
each level of government in your country as at <reference date>. Note that this does not refer to whether a citizen
has the equipment or knowledge necessary to access those services, or whether s/he needs to, or wishes to, ac-cess
the services.
Internet-based services for citizens Central/federal
government, per-centage
of citizens
State/provincial gov-ernment,
percentage
of citizens
 Tick if this level
of government does
not exist
All central and state
of citizens
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Level 1: Obtain information from publicly accessible websites necessary to:
Enroll to vote for the first time in govern-ment
elections.
____% ____% ____% ____% ____% ____%
Complete and lodge personal income
tax return, least complex situation.
____% ____% ____% ____% ____% ____%
Obtain unemployment income benefits,
least complex situation.
____% ____% ____% ____% ____% ____%
Obtain child support allowance, least
complex situation.
____% ____% ____% ____% ____% ____%
Renew an international passport, least
complex situation.
____% ____% ____% ____% ____% ____%
Renew a driver’s license, least complex
situation.
____% ____% ____% ____% ____% ____%
Make an official declaration of theft of
personal goods (excl. motor vehicle and
burglary) to the relevant police.
____% ____% ____% ____% ____% ____%
Obtain a copy of a birth certificate for
self.
____% ____% ____% ____% ____% ____%
Obtain a copy of a marriage certificate
for self.
____% ____% ____% ____% ____% ____%
Renew registration for a motor vehicle,
____% ____% ____% ____% ____% ____%

of citizens
percentage
of citizens
of government does
not exist
of citizens
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Level 2: Request printed forms or download forms (e.g. in PDF format) from publicly accessible web-sites
necessary to:
elections.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
situation.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
self.
____% ____% ____% ____% ____% ____%
for self.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%

of citizens
percentage
of citizens
of government does
not exist
of citizens
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Level 3: Fill in online forms available on publicly accessible websites necessary to:
elections.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
situation.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
self.
____% ____% ____% ____% ____% ____%
for self.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%

of citizens
percentage
of citizens
of government does
not exist
of citizens
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Who can
(in theory)
For whom
not rel-evant
Level 4: Undertake the complete process, via publicly accessible websites, to:
elections.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
complex situation.
____% ____% ____% ____% ____% ____%
situation.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%
self.
____% ____% ____% ____% ____% ____%
for self.
____% ____% ____% ____% ____% ____%
____% ____% ____% ____% ____% ____%

Suggested model question (jurisdiction proforma version) for EG7:
For each jurisdiction, indicate whether citizens were theoretically able to access the following Internet-based gov-ernment
services as at <reference date>. Note that this does not refer to whether citizens have the equipment or
knowledge necessary to access those services, or whether they need to, or wish to, access the services.
Append additional columns for extra jurisdictions.
Internet-based services for citizens Name of jurisdiction
___________________________
Enroll to vote for the first time in government elections. Yes  No  Not relevant 
Complete and lodge personal income tax return, least complex situation. Yes  No  Not relevant 
Obtain unemployment income benefits, least complex situation. Yes  No  Not relevant 
Obtain child support allowance, least complex situation. Yes  No  Not relevant 
Renew an international passport, least complex situation. Yes  No  Not relevant 
Renew a driver’s license, least complex situation. Yes  No  Not relevant 
Make an official declaration of theft of personal goods (excl motor vehicle
and burglary) to the relevant police. Yes  No  Not relevant 
Obtain a copy of a birth certificate for self. Yes  No  Not relevant 
Obtain a copy of a marriage certificate for self. Yes  No  Not relevant 
Renew registration for a motor vehicle, least complex situation. Yes  No  Not relevant 
___________________________

___________________________
Level 2: Request printed forms or download forms (e.g. in pdf format) from publicly accessible web-sites
necessary to:
___________________________
Level 3: Fill in online forms available on publicly accessible websites necessary to:

___________________________
Level 4: Undertake the complete process, via publicly accessible websites, to:
Levels of government organizations are defined according to the 2008 System of National Accounts (EC et al.,
2009) as central, state and local. Following the 2008 SNA, where more than one level of government exists between
central and state/provincial government, these should be included with the level of government with which they are
most closely associated.
Central government units are described by the 2008 SNA as “… institutional unit or units making up the central gov-ernment
plus non-market NPIs that are controlled by central government. The political authority of central govern-ment
extends over the entire territory of the country.” The SNA describes the characteristics of central government
in terms of its authority in areas such as imposition of taxes, national defence, maintenance of law and order and
relations with foreign governments.
State government units are described by the 2008 SNA as “… institutional units whose fiscal, legislative and ex-ecutive
authority extends only over the individual ‘states’ into which the country as a whole may be divided. Such
‘states’ may be described by different terms in different countries. In some countries, especially small countries,
individual states and state governments may not exist. However, in large countries, especially those that have federal
constitutions, considerable powers and responsibilities may be assigned to state governments.”
Where listed Internet-based services have been outsourced by general government to non-government providers,
they are attributed to the level of government (central or state/provincial) that outsourced the service. Where they
are undertaken by public corporations, they are attributed to the level of government that controls the corporation.
Where services are offered by non-government providers (but not as an outsourced service), they are shown as ‘Not
relevant’.
Internet-based services, for the purposes of this indicator, refers to services that are accessible via a publicly avail-able
website. They include situations where an application is downloaded from a website and used on an individual’s
computer. Such a process may also involve lodgement via the Internet.
Publicly accessible websites may require an individual to register as a user and obtain a logon ID, a password and/or
other forms of security. This includes providing a reference or account number (or equivalent) in order to access the
service.
Percentage of citizens refers to the percentage of the population theoretically able to access each Internet-based
service. The population data are used to weight responses and thus ascertain the significance of each service at a
national level. As an example, if three state governments in a country offer information on their website on how to
enrol to vote in state government elections but two others do not, then the Percentage of citizens under State/pro-vincial
government at Level 1 Enrol to vote for the first time in government elections would refer to the percentage of
the country’s citizens who reside in those three states.

For central government, it is expected that the Percentage of citizens will usually be either 100% or zero. However,
there will be situations where a central government service is not theoretically available to all citizens of the jurisdic-tion,
for example, where services are regionally based. This situation may also apply to state/province governments.
While the “population proforma” caters for this situation (by showing % of citizens Not relevant), countries may wish
to amend the “jurisdiction proforma” to indicate the percentage of citizens in the jurisdiction for which the service is
Not relevant. This can be done by creating appropriately labelled ‘dummy’ jurisdictions. If the situation only affects
a relatively small number of citizens, it is probably simpler to ignore the regional service and describe the situation in
the statistical standards statement.
Not relevant means that the service (whether undertaken online or offline) is not relevant for that particular level of
government. For example, where the central government has no involvement in motor vehicle registration, the box
against Not relevant under Central/federal government would be ticked for all service levels (1 to 4) involving register-ing
a motor vehicle. For some countries and some services, Not relevant may be an appropriate response for both
levels of government. As discussed above, a service may be Not relevant at a subjurisdiction level, for example, if
some regions in a jurisdiction have an Internet-based service available but others do not.
Note the distinction between Not relevant and zero. As an example, if none of a country’s jurisdictions provides un-employment
benefits to its citizens, then Not relevant applies to both levels of government and 100% of citizens for
all services at all levels. However, if all of the country’s state/provincial governments provide unemployment benefits,
but none offer Internet-based services for obtaining unemployment benefits, then the appropriate response for state/
provincial government is 0% (population proforma) and No (jurisdiction proforma).
Least complex situation refers to the simplest standard procedure in the country. For example, for motor vehicle
registration renewal, the simplest procedure might be renewal of a relatively new, privately registered vehicle already
located in the jurisdiction. For some countries, it might be easier to identify Internet-based services for a common,
but not necessarily simple, situation than for the least complex situation. In this case, countries could report on the
common situation and describe it in the “statistical standards statement”.
The reference date for these questions could be at the end of a calendar year or quarter, or the date the research
was carried out.

5. Conclusions
One of the imperatives of development is to employ ICT applications for the creation of eco-nomic
opportunities and human development. Within the framework of WSIS, national
governments and other stakeholders are engaged in conceptualizing and deploying e-government
applications in support of development.
Inherent in these efforts is the issue of monitoring. The indicators specified in this report empha-size
assessment of e-government in terms of use of ICT and provision of Internet-based services.
They capture an important aspect of the enabling environment for e-government and provide a
platform for extending e-government indicators to other areas and levels of government.
The list of e-government core indicators in this report, if endorsed, would join the core ICT indica-tors
developed and promulgated by the Partnership on Measuring ICT for Development. The list
of indicators represents a starting point for measuring e-government. Suggestions for expanding
the scope of questions have been included for each indicator. They include extending indicators
EG1 to EG6 to include other levels of government, splitting indicators EG1 and EG2 by gender
and adding to EG7 a set of Internet-based government services directed to businesses. An impor-tant
area not covered in this report is delivery of government services to mobile telephones (espe-cially
where Internet access is limited). It is expected that the list of indicators and their scope will
grow with experience. Countries are encouraged to share their experiences with the Partnership in
order to facilitate such development.
Adherence to the indicator definitions and standards will improve international comparability of
e-government data. Countries are urged to carefully consider the core indicators when designing
or re-designing surveys that collect e-government data.
It is acknowledged that countries may be restricted in mounting new surveys to collect indicators
EG1 to EG6. However, collection of data for EG7 is likely to be a relatively inexpensive task for
most countries, which are therefore asked to trial the model question and provide feedback to the
Partnership.
As with existing ICT core indicators, the resources of the Partnership will be available to assist in
statistical data collection. A manual on collection of the data required to construct the e-govern-ment
core indicators is expected to be produced during 2012.

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