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From: Dan Jellinek [mailto:[log in to unmask]]
Sent: 03 March 2006 11:31
To: egb-html
Subject: E-Government Bulletin, 03 March 06 - Web accessibility failures;
Online campaigning; E-service delivery standards.
E-Government Bulletin, HTML version:
Please click on the attachment to read.
See below for plain text version.
+++E-GOVERNMENT BULLETIN
- ISSUE 206, 03 March 2006.
- Incorporating Future Democracy Bulletin.
IN THIS ISSUE - Web accessibility failures; Online campaigning; E- service
delivery standards.
Please forward this free service to others so they can subscribe - full
details at the end.
We never pass on email addresses.
++Special Notice: Email Management '06
- Best Practice and Compliance in the Public Sector
- 12 April 2006, CBI Conference Centre, London
http://www.headstar-events.com/email/
With concerns about information law compliance and an urgent need to
maximise efficiency, public sector bodies need to develop better strategies
to manage their ever-growing email mountains.
Email Management '06 will provide a focus for sharing best practice.
Compare email retention and retrieval policies with your peers; formulate
policies for good HR practice; minimise the risks of virus infiltration and
security breaches; plan requirements for infrastructure and storage
solutions; realise the knowledge management benefits from handling email
effectively; and much more. Attendance costs 295 pounds plus VAT for public
sector and 495 for private sector. See:
http://www.headstar-events.com/email/
And for information on how to sponsor this event, email Laura O'Neil on
[log in to unmask] .
[Special Notice ends].
++Contents - E-Government Bulletin Issue 206.
Section One: News.
01: Less Than One In 100 Councils Hit Web Accessibility Target
- Only three councils rated 'AA' in latest Socitm survey.
02: Free Online Campaigning Tool Live After Bristol Pilot
- Multi-faceted service offered to community groups.
03: Accessibility Guidance Is Legacy of CareFirst Consortium
- Councils draft advice on making software accessible.
04: Efficiency Saving Claims Dogged By Inconsistencies
- National Audit Office questions accuracy of 4.7bn pound savings.
News In Brief: 05: Finishing Post - 2005 e-enablement achievements;
06: Linux City - Korean testbed; 07: Funding Source - online bidding
resource.
Section Two: Focus - Accessibility.
08: How To Buy Software And Not Break The Law: Six years ago a consortium of
councils set out to work with the creators of a leading piece of software to
make it more accessible, and now they have succeeded. Ruth Loebl reports on
how they managed it, and the lessons learned.
Section Three: Opinion - National eService Delivery Standards.
09: Into The Performance Stratosphere: Much has been achieved in the first
decade of government funding for local e-government, but with some cash
drying up, how should managers plan for phase two? Phil Swan reports.
Section Four: The E-Government Bulletin Vaults - March 2000.
10: No Council Website Reaches 'Transactional' Status: Six years ago this
month, just 86 per cent of councils had websites, and none of them were
transactional.
[Contents ends].
++Special Notice: GIS In the Public Sector
- An EGB Seminar, 8 March 2006
- Places Limited, Sign Up Today
- Royal Institute of British Architects, London.
A huge proportion of public sector service data includes an address or
location element, and electronic mapping underpins many modern web and
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[Special Notice ends].
++Section One: News.
+01: Less Than One In 100 Councils Hit Web Accessibility Target.
Just three UK councils out of 468 have websites rated at the 'AA' level of
accessibility to people with disabilities, the level required of English by
government policy, new research from the Society of IT Management (Socitm -
http://www.socitm.gov.uk)
has found.
And Socitm's annual 'Better connected' survey of council sites, published
this week, found no improvement on basic accessibility levels of UK council
sites compared with last year.
Only 62 councils (13 per cent) achieved the most basic ('level A')
conformance with the international standard Web Content Accessibility
Guidelines (http://www.w3.org/WAI/intro/wcag.php),
the same number as last year.
However, despite the fact the Office of the Deputy Prime Minister's
'Priority outcomes'
( http://fastlink.headstar.com/od4 )
for English councils requires level 'AA' conformance by 1 April 2006, just
three councils have achieved this level: Clackmannanshire, Kensington and
Chelsea and Thurrock. However, this is an improvement on last year when no
local authority site reached level 'AA.'
"People are not doing enough to make web sites accessible to a large
minority of people whose lives could be transformed if designers took
advantage of the technology," Socitm Insight programme manager Martin
Greenwood told E-Government Bulletin.
The report also finds a "disturbing picture" in the area of claims about
accessibility made by council web sites. In a sub-sample of 296 sites
examined, some 65 were found to make some kind of claim about accessibility
levels, but of these just 10 were found to be justified, E- Government
Bulletin has learned. "This means either people were doing deliberately -
and I don't think people are - or it indicates they once reached [the
standard specified] and have slipped back,"
Greenwood said. Accessibility was assessed by Socitm with the Royal National
Institute for the Blind.
+02: Free Online Campaigning Tool Live After Bristol Pilot.
A free website that allows the public to create online campaigns on local
and community issues has gone live this month.
'CampaignCreator'
( http://www.campaigncreator.org/ )
is aimed at members of the public new to campaigning or who cannot afford or
do not know how to develop good quality campaign materials.
The initiative allows campaigners registered with the site to create a web
site, electronic newsletters, online surveys and e-petitions and to access
an online diary and address book as well as templates for printed
campaigning materials such as leaflets and posters.
The move follows a three-month pilot at Bristol City Council funded by 395
000 pounds of Office of the Deputy Prime Minister 'e-innovations' funding (
http://www.localegov.gov.uk/en/1/einnovation.html ), that saw 160 individual
campaigns go live. Bristol is currently seeking partners from the voluntary
sector and parish councils to help promote and develop the scheme.
Bristol has worked with Citizens Advice to compile an online campaigning
guidebook, also available as a podcast, and environment charity Friends of
the Earth have documented their campaigning experiences on the site to help
new local campaigners.
The tool is not intended to be used for political campaigning, although a
Canadian political candidate did use the tool during the pilot and was
permitted to do so:
http://darrenplatakisforcouncil.bristolcampaigns.org .
Although the programme is ostensibly funded by the ODPM for England only,
the programme's lead manager at Bristol Stephen Hilton told E-Government
Bulletin that in practice anyone anywhere in the world could use it.
However, he said use by people in other countries or in other languages
could conflict with the project's terms and conditions.
+03: Accessibility Guidance Is Legacy of CareFirst Consortium.
Guidance showing how public sector bodies can collaborate with disability
groups and software suppliers to improve the accessibility of their IT
systems is to be published by a consortium of councils working with the
Royal National Institute of the Blind (RNIB), E- Government Bulletin has
learned.
The guidance will be aimed at helping public sector bodies comply with a new
duty to actively promote disability equality under the Disability
Discrimination Act, which comes into force at the end of
2006
( http://www.drc-gb.org/documents/psd_summary.doc ).
The CareFirst Access Consortium
( http://www.cfaccess.org.uk/ )
was formed five years ago to help one supplier - OLM Group - improve the
accessibility of its CareFirst software, which is used by 75 local
authorities to manage their teams of social workers. A major part of this
work focused on making the software compatible with the screen reader
technology used by vision-impaired people to access computer systems.
The consortium, which included almost 30 local authorities by the end of the
project, raised around 20,000 pounds for its work, with contributions from
councils depending on their size. Its work has now been completed, with the
production of a fully accessible version of CareFirst, and the group has
announced it will shortly be disbanded, with the proposed guidance acting as
its legacy to the public sector.
NOTE: For the full story of the CareFirst Consortium and its work by Ruth
Loebl of the RNIB, see Section Two, this issue.
+04: Efficiency Saving Claims Dogged By Inconsistencies.
Government efficiency savings achieved by the use of new technologies are
difficult to assess due to inconsistencies in financial reporting by
departments, according to a report from the National Audit Office (NAO).
The report
( http://fastlink.headstar.com/na1 )
examined progress with the Gershon efficiency agenda, launched in April 2005
with the aim of delivering savings worth a total of 21.5 billion pounds
across government by 2008. Two-thirds of this total is intended to be
'cashable', releasing money to be reinvested in services.
In December 2005, the government claimed to have achieved total savings
(cashable and non-cashable) worth 4.7 billion pounds.
However, "caution must be applied to reported gains at this stage,"
according to the NAO report.
The survey analysed 20 efficiency projects covering six departments, which
were responsible together for a third of the claimed 4.7 billion pound
savings. But not everyone is reporting savings in the same way, it found.
"There is inconsistency over whether planned efficiency gains are net or
gross of upfront capital investment costs and ongoing expenditure such as
maintenance," the NAO said.
The inconsistencies found may not be the fault of departments, but may stem
from a lack of "joined up" guidance, it said. "In line with the Gershon
Review, departments can report efficiency gains gross of additional costs
incurred through efficiency projects. However, reported gains are more
accurate when net of these costs. While departments are moving towards gains
being reported on a net basis, most efficiency projects do not currently
take account of additional costs," the report said.
News In Brief:
+05: Finishing Post: A full list of English councils' achievement
against the 100 per cent e-enablement target for December 2005 has been
published by the Office of the Deputy Prime Minister. It found the local
authority least e-enabled (North Hertfordshire) had reached
64 per cent and the highest (achieved by most councils) 100 per cent, with
an average of 97 per cent:
http://fastlink.headstar.com/od5 .
+06: Linux City: The Korean government is planning to designate one
entire city as a testbed area for open source software. The partner city and
university - which have yet to be confirmed - will deploy Linux as the sole
operating system in all new official computers, with existing systems
migrating from Microsoft Windows to Linux over time. The government will
encourage other cities and universities to follow suit:
http://fastlink.headstar.com/korea4 .
+07: Funding Source: A free online service to help local authorities in
bidding for funding for programmes, including technology-related projects,
has been set up by the national project for local e-democracy.
Local authorities can sign up to receive email alerts on the latest
available funding, assess their eligibility, register as a potential project
partner and view case studies:
http://www.funding4lg.org/ .
[Section One ends.]
++Sponsored Notice: Human rights: transforming services?
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++Section Two: Focus
- Accessibility.
+08: How To Buy Software And Not Break The Law
by Ruth Loebl.
Have you heard of the public sector duty to promote disability equality,
which forms part of the Disability Discrimination Act (DDA)? From the
perspective of voluntary bodies and charities like the Royal National
Institute of the Blind, the duty (known as the Disability Equality Duty, or
DED) is a great step forward. From your perspective it may have had little
impact. But if you are involved in IT procurement, you should know about it.
The Disability Rights Commission (DRC) publishes a code of practice
(http://www.drc-gb.org/thelaw/publicsectordutycodes.asp)
that offers practical guidance about the DED to public authorities. One of
the examples given by the code reads as follows: "A government department
that is planning to procure a new IT system should ensure that its action
plan includes the work it will do to ensure that the new system is suitable
for use by disabled employees. The action plan should also indicate the way
it will develop the specification so that the system delivers the right
products for disabled customers. This might include having a means of
identifying those customers and their requirements, which could lead to
being able to, for example, print notifications and letters in accessible
formats for visually impaired people."
The RNIB's legal team receives a large number of complaints about citizens'
interaction with government. Sometimes 'The System' cannot produce the
information in a format that the service user can actually read. Sometimes
it can, but there is no way to indicate that an alternative format is
required, so print is sent out every single time, and the recipient then has
to go back and request the format he or she actually needs. Every single
time.
The most effective time to address this issue is during procurement, as the
DRC's code of practice suggests, but what if there is no accessible option
on offer by suppliers? This is a situation that arose about six years ago
with a software system called CareFirst, a system designed to help local
authorities run their social services.
In 1999, Glasgow City Council was beginning to implement CareFirst in its
social services department, and all was going well. The system met all the
council's business requirements, it made data collection and reporting much
more efficient, and seemed sure to improve services to clients. But there
was a problem - CareFirst was not accessible, and Glasgow employed quite a
number of blind people who would need to use the system, as well as serving
many residents who as service users would need accessible output.
Glasgow contacted quite a few other CareFirst customers, and found they had
the same problem. Together with RNIB, they approached the software developer
OLM Group (http://www.olmgroup.com/), and explained what was needed. With
considerable effort, OLM, RNIB and the users fixed the immediate problems by
redesigning some of the software's interfaces and configuring them for
speech output.
So far so good, but the truth is a one-off fix is never going to change an
inaccessible product to an accessible one. The real trouble was that OLM
didn't really see the point of putting a lot of effort into accessibility,
which they perceived as being peripheral to their main business objectives.
"During the initial testing and configuration to get the system working
effectively it became apparent that this was going to be a long term task
and that the costs could potentially be significant," says Brian Paterson of
Glasgow City Council. "We also realised that other users were all at
different levels of knowledge, understanding and development. It therefore
made sense to look at a consortium approach."
The CareFirst Access Consortium was duly formed in 2002, comprised of
CareFirst customers from local authorities around the UK.
Membership fees contributed to the campaign and to supporting end users, as
well as setting up an accessible website (http://www.cfaccess.org.uk/).
Realising that numerous customers throughout the UK felt that accessibility
was an issue that needed to be addressed, OLM started to appreciate the
benefits of an accessible product to all users, not just to those few using
speech output.
The process needed more time than consortium members initially anticipated -
it has taken six years from that initial contact - but when OLM recently
announced the latest version of CareFirst, the consortium was able to
endorse it as a fully accessible product, making it a major success story.
The software has now changed to a browser-delivered application, usability
is vastly improved (not only for disabled people but for all its users), and
it has cost OLM no more to develop into an accessible version than it would
to have made it inaccessible. The consortium's work is done, and it will
shortly be disbanded.
Together, the consortium's members have learned a lot about how to make
software accessible, and not just the technical stuff. We learned that a lot
of very small steps forward can lead to tremendous outcomes, given time. We
learned about the power of collaboration, uniting many disparate interests
behind a common objective.
We learned there can be benefits for suppliers in compliance as well:
with awareness of the DED rising, OLM may well be asking procurers whether
their competitors' products are compliant with the provisions of the DDA.
But perhaps the most important lesson of all is that suppliers listen
hardest to customers, not to well-meaning representatives of user
communities like RNIB. Money talks louder than discussion about the benefits
of accessibility.
NOTE: Ruth Loebl is Senior ICT Development Officer at the RNIB (
http://www.rnib.org.uk/technology ).
[Section Two ends].
++Special Notice: Test Your Site's Accessibility.
Headstar, the publishers of E-Government Bulletin, is offering a range of
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report on the current access status of your site, and a list of tasks you
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Please note the service is tailored in particular to larger organisations
with major web sites or services.
For more information please email:
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[Special notice ends].
++Sponsored Notice: Wireless Broadband Innovation Awards
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- Awards ceremony: 17 May 2006, London.
The Wireless Broadband Innovation Awards are the independent awards for
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[Sponsored Notice ends].
++Section Three: Opinion
- National eService Delivery Standards.
+09: Into The Performance Stratosphere
by Phil Swan.
I recall a council meeting held in early 2002, when e-government was in its
infancy, where a chief executive was outlining his vision for the future of
his authority. After explaining the concept of a contact centre to the
assembled departmental managers, including how it would be easier for
citizens to call a single number, the floor was opened for questions. I will
always remember the first contribution that day. It was from a manager who
said that he didn't want to make it easier to be contacted, as he was busy
enough already: in fact, he'd like to make it harder for people to contact
him.
The fact that this story now seems so dated shows how much progress
authorities have made in the past four years. Of course not all councils
were in a bad way to start with, but nonetheless, the general improvements
we have seen in service delivery should be celebrated, especially
considering the number of complex local authority organisations that have
been modernising simultaneously.
In any given authority, front-line contact centre and one-stop-shop staff
now have the information and capabilities to answer a wide range of queries
with cross-departmental back-up to help resolve more complex issues and
perform the behind the scenes service delivery. This makes good uses of
skills, balances resources across the organisation and often resolves
queries at first point of contact. And, of course, several groups of
authorities have looked at their cost benefit analysis and delivered joint
contact centres and out-of-hours centres, further extending the return on
investment.
The point of this preamble is to put e-government in the right context,
which it is still not in many cases. To use its EU definition: "E-
government is about making the best use of information and communication
technologies combined with organisational change and skills improvements to
improve service delivery and community leadership."
In other words, e-government is still right at the heart of service delivery
improvements, efficiency and transformation, and the imminent conclusion of
the Office of the Deputy Prime Minister's e- government programme does not
mean that this agenda will go away.
Citizens and businesses are becoming increasingly technology-savvy and the
public sector cannot rest on its heels. This is simply the end of a first
stage of activity, and authorities might want to take stock of the
importance of IT as a strategic enabler in their organisation and to think
ahead to what the world will be like in another five years.
The National eService Delivery Standards ( http://www.nesds.gov.uk ) should
be viewed in this context. They are standards to which an organisation
should aspire to improve services through the best use of its resources.
They are not IT standards, but include making best use of IT, combined with
organisational change and skills improvements, and are aimed squarely at
departmental heads. That over 6,500 copies of the standards have been
downloaded since their recent consultation phase launch is testament to
their relevance, and they represent a good basis on which departmental and
IT heads to jointly consider the future.
In my region, the North West, the feedback on the standards has generally
been very positive; mixed with some requests for clarity on whether or not
they will be included in a future comprehensive performance assessment (CPA)
audit regime by the Audit Commission. The comments from the other eight
regional ePartnerships are also supportive. The standards' consistent and
intuitive format is easy to interpret and whether an authority is trying to
get the basics established or move into the rarefied upper stratosphere of
performance, they contain useful information on how an organisation should
function in order to achieve those goals.
NOTE: Phil Swan is Programme Manager of the North West eGovernment Group
(NWEGG) and Chair, Regional ePartnerships Network.
[Section Three ends].
++Special Notice: Place Your Advertisement Here
- Reach more than 11,000 in e-government
- Largest opt-in/requested circulation in the sector.
E-Government Bulletin is the logical choice for advertising any e-government
service, product or job. We are the only email newsletter in our sector to
receive a circulation audit from ABC Electronic ( http://www.abce.org.uk ),
part of the Audit Bureau of Circulation. This shows we have the largest
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To find out more about advertising and sponsorship opportunities, please
email Claire Clinton on [log in to unmask] or phone her on
01273 231291.
[Special Notice ends].
++Special Notice: E-Government Bulletin Online Archives
- Purchase Your Password Today.
Your trusty E-Government Bulletin - the largest circulation independent
e-government news source - is archived each month into a database searchable
by any keyword or phrase, as well as by issue number or date. You can also
access the complete contents of back issues in html, word and text format.
The archives extend back to February 1999, representing over six years'
worth of news and feature coverage of UK e-government issues.
To access this fabulous research resource, you will need to pay an annual
subscription fee of just 50 pounds for an individual user in the public,
charitable or voluntary sector, and 100 pounds per user in the private
sector, with discounted group licences available for multiple users and
organisations. To find out more please email:
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[Special Notice ends].
++Section Four: The E-Government Bulletin Vaults
- From Our Archive, March 2000.
+10: No Council Website Reaches 'Transactional' Status.
In the week when the Society of IT Management's eighth annual 'Better
connected' report into council websites is published (see news, this issue),
a look into our archives reveals the same report six years ago (E-Government
Bulletin, March 2000) found that no council yet had a 'transactional' web
site.
The survey also found that just 86 per cent of councils had any web site at
all, a rise of 13 per cent on the previous year. The only council assessed
as even approaching the transactional category was Bristol City.
Common failings in council sites included a tendency to structure
information according to corporate rather than user needs; poor indexing
facilities; and a lack of interactivity. The response to a test email asking
for information on disabled access to services was also extremely poor, with
just over a third of all councils having an email address that was easy to
find and responding to the test. Of these 16 per cent replied within 24
hours; 8 per cent within 48 hours; 11 per cent within 3-5 days and the
remaining 14 per cent taking up to three weeks.
However, some sites impressed, with examples of innovation including
Cardiff's interactive virtual 3-D city map; Knowsley's online housing repair
reporting service; and Suffolk's library site which allows people to join
the library; renew book loans; order new titles and reserve books online.
Then, as now, electronic forms of identification were in the news. E-
Government Bulletin reported on plans for the Queen to give Royal Assent to
the Electronic Communications Bill using digital means - fittingly, since
the Bill made digital signatures legal in the UK for the first time.
Further afield, members of the US Democratic Party became the first to take
part in a legally binding online election when they voted in a primary for
their preferred presidential candidate using a special web site and
individual ID numbers. The move was partly aimed at increasing turnouts, and
was a success, with voter numbers double the previous record.
[Section Four ends].
++END NOTES.
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+TEN STANDARD: This newsletter conforms to the accessible Text
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Bulletin. For details see:
http://www.headstar.com/ten .
+COPYRIGHT NOTICE.
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ISSN 1476-6310
+PERSONNEL
To contact us by email, please use our first names and add [log in to unmask]
- EDITORIAL.
Editor - Dan Jellinek
Deputy Editor and E-Democracy Editor - Derek Parkinson Senior Reporter - Mel
Poluck Technical Advisors - Nick Apostolidis, Pete Hall.
- SPONSORSHIP AND ADVERTISING.
Marketing Executive - Claire Clinton
Marketing Assistant - Katie Wilkinson.
A searchable archive of our back-issues can be found on our web site:
http://www.headstar.com/egb .
[Issue ends].
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