Digital government

e-Government for Better Government


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Spanish version / versión española

e-Government for Better Government

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E-government is expected to improve the function of public administration and its relationship to the public. The good news is that information and communication technology (ICT) offers an array of tools to meet the promise of e-government. The bad news is that the reality has not yet caught up with the promise. To date, the approach to e-government has too often been driven by ICT solutions instead of user demand. While this has been effective for putting services online, it has led to a proliferation of websites, portals and electronic services that are incompatible, confusing and overlapping… not to mention expensive.This report looks at new thinking and practice in OECD countries in five different areas:
  • User-focused e-government: making electronic services more responsive to the needs of citizens and businesses;
  • Multi-channel service delivery: improving links between traditional and electronic services in order to promote service innovation and ensure access for all users;
  • Approaches to common business processes: identifying common processes within government in order to achieve economies of scale, reduce duplication and provide seamless services;
  • The business case for e-government: measuring and demonstrating the costs and benefits of ICT investments in order to prioritise and better manage e-government projects;
  • E-government co-ordination: bringing a whole-of-government perspective to e-government initiatives and their management, while taking into account existing structures and cultures of government institutions.

Table of contents

Chapter 1. User-focused E-Government

  • 1.1. Introduction
  • 1.2. Understanding users
  • 1.3. Delivery of user-focused e-government
  • 1.4. Challenges
  • 1.5. Conclusion
  • Notes
  • Bibliography

Chapter 2. Multi-Channel Service Delivery

  • 2.1. Introduction
  • 2.2. From multiple discrete channels to a networked multi-channel approach
  • 2.3. Choosing the right channel, developing the right framework
  • 2.4. Human resource issues
  • Conclusion
  • Notes

Chapter 3. Approaches to Common Business Processes

  • 3.1. Introduction
  • 3.2. Conceptualization of Common Business Processes
  • 3.3. Approaches to Common Business Processes
  • 3.4. The organisation of Common Business Processes
  • 3.5. Interdependence of approaches to identification and organisation of Common Business Processes .
  • 3.6. The link between approaches and implementation
  • 3.7. The concepts combined
  • 3.8. Conclusions
  • Notes
  • Bibliography

Chapter 4. The Business Case for E-Government

  • 4.1. Introduction
  • 4.2. The business case for e-government: An overview
  • 4.3. Towards a methodology for evaluating e-government
  • 4.4. Benefits and beneficiaries
  • 4.5. Conclusions
  • Notes
  • Bibliography
  • Annex 4.1. Benefits from E-government Projects Providing Services at Different Levels of
  • Sophistication
  • Annex 4.2. Checklists to Evaluate the Economic Case for E-government
  • Annex 4.3. The Transaction Cost Methodology

Chapter 5. E-Government Co-ordination

  • 5.1. Introduction
  • 5.2. When is co-ordination needed?
  • 5.3. Broad organisational approach to e-government
  • 5.4. Approaches to co-ordination
  • 5.5. National context and institutional arrangements .
  • 5.6. A combined approach
  • 5.7. Conclusion
  • Notes
  • Bibliography
  • Annex 5.1. Forms of Democracy

Chapter 6. Conclusion

  • 6.1. Introduction
  • 6.2. Main findings
  • 6.3. Key findings and next steps
  • Annex A. E-Government Statistics
  • Bibliography

How to obtain this publication

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Also available:

Spanish version: e-Gobierno para un Mejor Gobierno


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