Title: A framework for benchmarking public websites in the labour sector

Authors: Mariagrazia Fugini; Piercarlo Maggiolini; Ramon Salvador Vallès

Addresses: Dipartimento di Elettronica, Informazione e Bioingegneria, Politecnico di Milano, Piazza Leonardo da Vinci 32, I-20133 Milano, Italy ' Dipartimento di Ingegneria Gestionale, Politecnico di Milano, Piazza Leonardo da Vinci 32, I-20133 Milano, Italy ' Department of Business Organisation, Universitat Politècnica de Catalunya, Av. Diagonal 647, Edifici H, E-08028 Barcelona, Catalonia, Spain

Abstract: A framework related to how to benchmark public websites in the labour sector is proposed using approaches coming from eGovernment. A methodological approach to benchmark these sites is presented consisting of a set of indicators to be applied step-by-step to labour websites to evaluate their usage and effectiveness. The paper shows how this approach, although general enough, does not work for some cases. These cases are illustrated for two information systems offering Public Employment Services, namely the information system of Lombardy - Italy (Borsa Lavoro Lombardia) and the information system of Catalonia - Spain (Servei d'Ocupació de Catalunya). The paper tries to find out the motivations of success and of failure of these two cases, which relate to very similar social, economic, and territorial situations and yet evolved into very different systems with diverse stories and a different final result in usage and success. In fact, while Borsa Lavoro Lombardia is currently non-operative, SOC (https://gia.oficinadetreball.cat/) is fully operative and widely used with a network of employment services offered by private agencies as well.

Keywords: employment services; prevention of unemployment; benchmarking indicators; eGovernment performance measurement; eGovernment portals.

DOI: 10.1504/IJWET.2017.084022

International Journal of Web Engineering and Technology, 2017 Vol.12 No.1, pp.45 - 69

Available online: 03 May 2017 *

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