A core principle of the OECD Recommendation on Human-Centred Public Administrative Services is that public services aim to meet user expectations effectively. It encourages countries to measure performance, systematically gather feedback from users and engage with diverse stakeholders to drive continuous service improvement. By regularly assessing user experiences and perceptions, public administrations can identify areas for improvement in service design and delivery, enhance transparency, and create meaningful opportunities for participation, ultimately leading to more responsive and inclusive public services.
User experience surveys collect feedback from users about how easy to use and effective they found services were, and how satisfied they were with their interactions with them. They are used by governments to better understand user needs, preferences and expectations. A majority of OECD countries (14 out of 27, 52%) employ national surveys to assess user experience, while 6 out of 27 (22%) do not, but do conduct surveys at the ministry or agency level. A few countries rely on other methods (3 out of 27, 11%) such as qualitative assessments, while 2 out of 27 (7%), run surveys at regional or local levels rather than nationally (Figure 4.20). Chile's Measuring User Satisfaction Survey (Medición de Satisfacción Usuaria, MESU) is an example of an annual national survey that evaluates user satisfaction with public services, providing valuable insights for enhancing service quality. Similarly, Australia's Survey of Trust in Australian Public Services regularly measures public satisfaction, trust and experiences with government services, offering a comprehensive view of citizen perceptions and guiding reforms in the Australian Public Service.
Delivery targets are measurable goals that help public administrations improve the efficiency, transparency and responsiveness of service delivery. In 8 out of 28 OECD countries (29%) all central or federal ministries, agencies and departments must establish delivery targets and in a further 10 countries (36%) some are required to do so. In 2 countries (7%) setting delivery targets is voluntary while 8 countries (29%) report having no delivery targets at the central or federal government level (Figure 4.21). The Government of Canada maintains a comprehensive Service Inventory, a consolidated database of its services and related performance information. This inventory supports the establishment and monitoring of delivery targets, enhancing transparency and accountability in public service delivery.
Leveraging user experience and performance data is critical to enhancing public services. A majority of surveyed countries use such data to publish service performance reports and to communicate results (17 out of 30 in both cases, 57%) or incorporate the data into their decision-making process to improve services (16 out of 30, 53%). Other less common applications include reporting results to parliament (11 out of 30, 37%), measuring the impact of reforms (9 out of 30, 30%), and incorporating data into public consultations (8 out of 30, 27%). (Figure 4.22).
