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.
