Cape Gateway Evaluation

Description

This report is an evaluation by Radian of the PGWC’s Cape Gateway project, assessing to what extent it is meeting its objective of providing easy access to government information. Cape Gateway consists of three major components, all of which are considered: a walk-in centre, a call centre and an online portal which supports both as well as being directly accessible over the Internet.

Radian conducted interviews with all channel managers and related staff, analysed the management reports for each area of service delivery and reviewed a set of email interactions that were provided. We did not perform any quantitative market research or usability testing, but rather sought to comment on the findings of the analysis especially in relation to the objectives and to assess whether the project delivered real access. This evaluation report presents a SWOT analysis for the Cape Gateway service offered to date,
provides feedback on the business processes and is intended to provide resource materials for planning and implementing future steps in the Cape Online Programme and related initiatives.

Information

Evaluation Number:
119
Score:
3.3
Report Approval:
01 November 2005
Published:
21 January 2013
Initiated By:
Centre of e-innovation - Provincial Government of the Western Cape
Undertaken By:
Radian - Alan Levin and Pam Sykes
Evaluation Period:
2001 - 2005
Evaluation Area:
Social development, social security & assistance
Public service, governance, M&E
National Outcome:
National Outcome 12: An efficient, effective and development oriented public service and an empowered, fair and inclusive citizenship.
Commissioned By:
Evaluation Type:
Implementation
Impact
Evaluation Subject:
Project
Geographic Scope:
Provincial

Evaluation Documents

File Name
Cape Gateway Evaluation.pdf 119.pdf
119 EQAT 20130320 tm_mb.pdf

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