Indicators for evaluating digital government strategies: a three-tiered framework

The three-tiered framework can be seen as a comprehensive approach. It includes Brazilian particularities but is comprehensive and feasible enough to be implemented in other contexts. Thus, we can rely on this framework as a useful policy tool to evaluate DGS outputs, outcomes and impacts to reach more efficient administration, improved services and equal participation for citizens.

Despite a complete framework of DGS intended for outputs, outcomes and impacts, the causality attribution is not direct, especially for long-term impacts. Furthermore, the success of an outcome and impact indicator framework depends on its operationalization. Indicators should be monitored at least annually, and the information produced must be used in the policy cycle. Thus, it will be necessary to make an impact evaluation from time to time, preferably using an external team. Hence, the evaluation indicator framework for the monitoring process does not substitute an impact evaluation.