OECD Home › Public governance › Public sector innovation and e-government › Rethinking e-Government Services: User-centred Approaches
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ISBN Number: Publication date: Pages: 240
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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.
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. |
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
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Fact Sheet |
Presented at the 5th Ministerial EU Conference, in Malmö, Sweden (19-20 November 2009)
Readers can access the full version of the publication by choosing from the following options:
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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