Institute for Citizen-Centred Service (ICCS)

The purpose of this guide is to provide managers with a simple, easy-to-use reference tool that can assist in the evaluation of online survey options. It is hoped that by capturing the experience of jurisdictions who have led the way in this field, time and effort can be saved for other public-sector organisations.

Objectives

Make managers aware of the three main options available to organizations interested in delivering CMT and non-CMT surveys over the internet:

1. Commercial Software
2. Application Service Providers
3. In House HTML Software
Provide a description of each option along with an example of how each is being used to capture CMT data.
Document the relative strengths and weaknesses of each option.
Identify common issues managers will need to consider as they move into implementation

Background : On-line/Web Surveys

With the rapid growth of the internet has come the development of electronic tools to seek input from individuals. While initially considered the reserve of the technically savvy, organizations and Governments are beginning to appreciate the power such tools provide for communicating with employees, stakeholders, and citizens. Applications run the gammet, from online surveys to more complex applications such as asynchronous on-line focus groups. Although still in its infancy, early experiments suggest such electronic consultancy may provide valuable feedback. This guide focuses on options for delivering online surveys.

Institute for Citizen-Centred Service (ICCS) 2004
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