Public sector innovation and e-government

Rethinking e-Government Services: User-centred Approaches

 

www.oecd.org/gov/egov/services

 

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Rethinking e-Government Services

ISBN Number:
9789264059412 

Publication date:
02/10/2009

Pages: 240

 

 

 

 

 

     

Expecting substantial savings and improved public services – a trend further accentuated by the financial and economic crisis beginning in 2008 – OECD countries have invested in the development of e-government services over the past 10-15 years.

 

However, despite the initial exceptional take-up, governments later saw low adoption and low use of e-government services which are still far from satisfactory today.


This report gives a broad description of the shift in governments' focus on e-government development – from a government-centric to a user-centric approach. It gives a comprehensive overview of challenges to user take-up of e-government services in OECD countries and of the different types of approaches to improving it.

 

The monitoring and evaluation of user take-up are also discussed, including the existence of formal measurement frameworks. Good practices are presented to illustrate the different concrete approaches used by OECD countries.

 

 Table of contents

 

Chapter 1. A Paradigm Shift Towards Citizen Centricity

Chapter 2. Challenges to User Take-Up

Chapter 3. Country Approaches to Increasing User Take-Up

Chapter 4. Monitoring and Evaluating User Take-Up

Chapter 5. Improving User Take-Up: Some Cross-Cutting Trends

Annex A. OECD Country Studies on User Take-Up

Annex B. User Take-Up Measurement Approaches in OECD Countries

 

 Fact Sheet

 

Presented at the 5th Ministerial EU Conference, in Malmö, Sweden (19-20 November 2009)


 

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Readers can access the full version of the publication by choosing from the following options:

 

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 Further information

 

Further information is available upon request from Ms. Barbara Ubaldi.

E-mail: barbara.ubaldi@oecd.org


Permanent URL: www.oecd.org/gov/egov/services

 

 

 

 

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