| Impact | Category | KPI identifier | Question indicator | Target | Data source |
|---|---|---|---|---|---|
Efficiency gain for citizens, public administrations and service providers | Number of steps to complete a service | EFF_01 | Can the process of using cross-border services become easier through the use of ACROSS? | > 50% of responders answers “Very much” or “A lot” | Survey to citizens |
| Number of interactions with public bodies | EFF_02 | Can ACROSS help reduce the number of public bodies that citizens have to interact with, compared with traditional processes? | > 50% of responders answers “Very much” or “A lot” | Survey to citizens, Survey to experts | |
| Time to complete the process | EFF_03 | Does the platform help citizens in reducing the time to complete a cross-border service? | > 50% of responders answers “Yes” | Survey to citizens, Survey to experts | |
| Number of researches done outside the platform | EFF_04 | To what extent does the platform help gather the information required to complete a cross border process faster then the traditional online and offline processes? | > 5 | Survey to experts | |
| Costs associated with the process | EFF_05 | Can the platform have an impact in reducing the costs of completing a cross-border service, for citizens and public administrations? | > 5 | Survey to experts | |
| New business opportunities | EFF_06 | How likely is the platform to help generate new business opportunities? | > 5 | Survey to experts | |
| Increase customer base for service providers | EFF_07 | To what extent could the ACROSS solution helping service providers expand their customer base? | > 5 | Survey to experts | |
| Reduction of operational expenditure (OpEX) | EFF_08 | Could the platform help to an extent service providers diminish their operational expenditure (OpEX)? | > 70% answers “Yes” | Survey to experts | |
| Overall process efficiency | EFF_09 | To what extent did the process become more efficient and streamlined? | > 5 | Survey to experts | |
| Number of interactions for the overall process | EFF_10 | will the cross-border services process require an overall lower number of interactions through ACROSS automation? | > 5 | Survey to experts | |
Usability of the platform: allow citizens to easily understand the administrative procedure with the aid of a virtual assistant and a user-centred service | Tracking progress of the steps | USA_01 | How easy is to track the progress by setting the status of Actions and Services as a checklist? | > 5 | Survey to citizens |
| Level of integration | USA_02 | To what extent can the integrated application forms help in completing the service? | > 5 | Survey to citizens | |
| Language barriers | USA_03 | To what extent can the platform help overcome the language barriers? | > 5 | Survey to citizens | |
| Virtual Assistant (VA) quality of experience | USA_04 | How would you assess the quality of the virtual assistant provided? | > 5 | Survey to citizens | |
| User-friendly perception | USA_05 | Is the platform perceived as being user-friendly? A user-friendly platform means a platform with easy-to-understand language, simple and compelling visuals, and generally fast and easy to use. | > 70% answers “A lot” or “Very much” | Survey to citizens | |
| Straightforward language | USA_05a | Level of agreement to the following statement ““the platform uses an easy-to-understand language” | > 5 | Survey to citizens; survey to experts | |
| Friendly design | USA_05b | Level of agreement with the following statement: “The look of the platform is characterised by simple and compelling visuals” | > 5 | Survey to citizens; survey to experts | |
| Ease of use | USA_05c | Level of agreement with the following statement “In general, the website of the platform is fast and easy to use” | > 5 | Survey to citizens; survey to experts | |
| Easiness of navigation | USA_06a | Measure of the overall perceived quality of the platform in terms of navigation | > 6 | Survey to citizens; survey to experts | |
| Time to complete the service | USA_06b | Measure of the overall perceived quality of the platform in terms of time spent to complete the services | > 6 | Survey to citizens; survey to experts | |
| Information clarity | USA_06c | Measure of the overall perceived quality of the platform in terms of clarity of information provided | > 6 | Survey to citizens; survey to experts | |
| NPS (Net promoter score) | USA_07 | Would you recommend an ACROSS-like solution to a friend or colleague? | > 75% would recommend | Survey to citizens; survey to experts | |
| Mobile friendly | USA_08 | How easy is it to navigate on the platform through mobile phones? | > 5 | Survey to citizens | |
Government’s reliability: Reinforce trust in public institutions, along with promoting transparency, accountability, and trustworthiness | Platform clarity | GOV_01 | Does the platform facilitate in understanding the process to study or work abroad (for example which steps to take, and in which order) | > 5 | Survey to citizens |
| Citizens’ trust | GOV_02 | Do you feel that your data is safer when providing inputs in the ACROSS platform? | > 5 | Survey to citizens | |
| Governments’ capability | GOV_03 | By adopting an ACROSS-like solution can the government's ability to meet citizens' expectations effectively in using cross-border services increase? | > 5 | Survey to citizens; survey to experts | |
| Level of governments’ care | GOV_04 | Does the government care for the experience and well-being of its constituents by demonstrating organization, guidance and caring about the pains and needs of its citizens when they need to study or work abroad? | > 5 | Survey to citizens; survey to experts | |
| Language barriers | GOV_05 | Does the fact that ACROSS integrates services both in English and local language help to improve the clarity of communication between the government and its citizens? | > 5 | Survey to citizens; survey to experts | |
| Government’s support | GOV_06 | Could governments be willing to support the methods of user journeys provided by the ACROSS project? | > 5 | Survey to experts | |
| Mutual trust | GOV_07 | Does the platform have a positive impact on identifying a solid basis of trust between governments and improve cooperation between member states? | > 5 | Survey to experts | |
Empowerment: citizens will be empowered to make better decision on handling their data, fostering participatory democracy | Accessibility | EMP_01 | Does the platform improve the access for citizens to online cross-border services? | > 5 | Survey to citizens; survey to experts |
| Free movement | EMP_02 | Can the platform help people to study or work abroad? | > 5 | Survey to citizens; survey to experts | |
| Privacy control | EMP_03 | Can the platform improve the sense of control of citizens over their personal data when using online cross-border services? | > 5 | Survey to citizens; survey to experts | |
| Data Handling | EMP_04 | Does the platform help citizens in handling their personal data in an easier way? | > 5 | Survey to citizens; survey to experts | |
| Data Minimization for users | EMP_05 | Does the platform help in facilitating the use of the data that is strictly necessary to complete the process? | > 5 | Survey to citizens; survey to experts | |
| Data minimization for providers | EMP_06 | Does the ACROSS platform help service providers to request only the necessary information? | > 5 | Survey to experts | |
Technology: impact on digitisation and new technologies exploitation | Digitisation of services | TEC_01 | Does the platform have a positive impact on facilitating the digitisation of services and the adoption of new technologies? | > 5 | Survey to experts |
| Exploitation | TEC_02 | Can a solution like ACROSS exploit new technologies (e.g. eID, Wallets, Data Spaces, Interoperability) and contribute to accelerate the digital transformation process? | > 5 | Survey to experts | |
Platform usability performance and implementation | Accessibility compliance score | USA_09
| Is the ACROSS platform compliant with the WCAG and other accessibility requirements? | health score of >70 | Automated Tool |
| First Input Delay (FID) | USA_10 | How long does it take for the webpage to start processing the first user interaction? | <100ms | Automated Tool | |
| Cumulative Layout Shift (CLS) | USA_11 | How long does it take for unexpected elements to stop moving before the page fully loads? | <0,1 (score) | Automated Tool | |
| First Contentful Paint (FCP) | USA_12 | How long does it take for the FCP to appear? | <1,8s | Automated Tool | |
| Total blocking time (TBT) | USA_13 | What is the total blocking time of the page (in milliseconds)? | <300ms | Automated tool | |
| Largest Contentful Paint (LCP) | USA_14 | How long does it take for the largest content on the page to load? | <2,5s | Automated Tool | |
| Speed index | USA_15 | What is the speed index of the page in seconds? | <3,4s | Automated tool | |
| Search engine optimisation (SEO) | USA_16 | Is the platform optimised in a way to make it more publicly known and easier for citizens to find it? | SEO score > 70 | Automated Tool | |
| Platform implementation | USA_17 | Was the project able to test the necessary features to run the ACROSS platform efficiently in each pilot? | >60% of planned features tested in each pilot | Platform logs |
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