Publications & Documents

  • 30-May-2022


    Serving citizens - Measuring the performance of services for a better user experience

    Measuring the performance of services and making effective use of the results are critical for designing and delivering policies to improve people’s lives. Improving user satisfaction with public services is an objective in many OECD countries and is one of the indicators in the 2030 Sustainable Development Goal 16 of 'Building effective, accountable and inclusive institutions at all levels'. This paper explores the use of satisfaction indicators to monitor citizens’ and users’ experience with public services. It finds that satisfaction indicators provide an accurate aggregate account of the factors driving service performance. At the same time, it shows that additional measures are needed to monitor the access, responsiveness and quality of public services, as well as to identify concrete areas of improvement. This paper provides examples of how countries use performance data in decision making (both subjective users’ experience and objective service outputs). It also highlights common challenges and good practices to strengthen performance measurement and management.
  • 20-May-2022


    Companion Document to the OECD Recommendation on Children in the Digital Environment

    The OECD Recommendation on Children in the Digital Environment provides guidance for governments and other stakeholders on putting in place policies and procedures to empower and protect children in the digital environment. The Recommendation was developed in recognition that the digital environment is a fundamental part of children’s daily lives, and that strong policy frameworks are needed to both protect children from any potential harm, and to help them realise the opportunities that it can bring. This companion document aims to assist governments and other stakeholders in implementing the Recommendation. It expands upon the context in which the Recommendation was developed, and considers in detail specific aspects of the Recommendation, in particular different stakeholders and their roles (e.g. parents, governments, digital service providers) as well as key underlying concepts such as children’s privacy, digital literacy and child safety by design.
  • 19-May-2022


    Promoting Start-Ups and Scale-Ups in Denmark’s Sector Strongholds and Emerging Industries

    Start-ups and scale-ups often make outsized contributions to innovation and job creation. However, while entrepreneurial ecosystems in countries and regions are increasingly studied, less is known about differences by sector. What role do start-ups and scale-ups play in the development of different future growth sectors? What problems and bottlenecks does government policy need to address? To what extent do the start-up and scale-up contributions and obstacles vary by sector, and what is in common across sectors? This report examines the entrepreneurial ecosystems of three of Denmark's sector strongholds, sectors where future growth is likely to be generated - advanced production, energy technology and food and bio resources. A focus on Denmark includes the scale and nature of start-ups and scale-ups in different sectors, the bottlenecks, the current policies and how they can be refined. In addition, nine international policy experiences are presented as inspiring practices for Denmark and other countries - covering Austria, Canada, Finland, Ireland, the Netherlands, Norway, Sweden, the United Kingdom, and the United States. Recommendations are offered for Denmark across areas such as entrepreneurial finance, networks, public procurement, and cluster management organisations, covering both cross-sector and sector-specific recommendations.
  • 18-May-2022


    Towards Agile ICT Procurement in the Slovak Republic - Good Practices and Recommendations

    Procurement of information and communication technologies (ICT) plays a decisive role not only in public-service delivery but in public-sector modernisation. This report takes stock of current ICT procurement practices in the Slovak Republic and provides evidence-based strategic policy advice for the Slovak Government on how to adopt more innovative and agile approaches in ICT procurement. It presents examples from OECD countries on ICT procurement reforms and the use of innovative, flexible approaches for public procurement of ICT.
  • 17-May-2022


    Illicit Trade in Conflict-affected Countries of the Middle East and North Africa - Focus on Yemen

    To contribute to the existing pool of evidence on the dynamic interplay between illicit trade and armed conflicts, this report looks at illicit trade flows in four separate conflict-affected countries in the MENA region: Iraq, Libya, Syria and Yemen. For the case of Yemen, the report also presents a deep-dive analysis of illicit trade flows and the relevant governance environment. The findings highlight that illicit trade networks in these countries are dynamic, complex, and heavily integrated into regional and global networks.
  • 16-May-2022


    Enhancing the Oversight Impact of Chile’s Supreme Audit Institution - Applying Behavioural Insights for Public Integrity

    The impact of the work of supreme audit institutions (SAIs) largely depends on the ability and willingness of the audited entities to implement the changes suggested in the audit reports issued by the SAIs. Applying behavioural insights (BI) can help SAIs promote the uptake of their audit reports and recommendations. BI is a perspective based on psychology, cognitive science, and social science that takes into account how humans actually make choices, and can be used to help design better policies. The report analyses how the SAI of Chile, the Comptroller General of the Republic (CGR), produces audit reports and monitors their follow-up. Based on this analysis, the report identifies and discusses challenges hampering the timely follow-up and identifies opportunities to use behavioural insights to address them. Ultimately, a behaviourally informed review of the auditing and follow-up process could help significantly improve the added value of the CGR’s work and thus the effectiveness and efficiency of the public administration in Chile.
  • 13-May-2022


    Events on Measuring Regulatory Performance

    Annual OECD expert conferences related to measuring regulatory performance, inter alia, best practices on measuring compliance costs, developing a measurement framework for regulatory performance, use of perception surveys, indicators of Regulatory Management Systems.

    Related Documents
  • 11-May-2022


    OECD Sovereign Borrowing Outlook 2022

    This edition of the OECD Sovereign Borrowing Outlook reviews the impact of the COVID-19 crisis for sovereign borrowing needs, funding conditions and funding strategies as well as outstanding debt for 2020 and 2021, and provides projections for 2022 for the OECD area. It discusses public debt management efforts to support government Environmental, Social and Governance (ESG) agendas through investor relations and ESG-labelled sovereign bonds, and identifies strategic challenges and key elements of good practices in light of country experiences. It also examines the recent developments and trends in debt issuance by governments of emerging market and developing economies, and presents various challenges, priorities and opportunities for sovereign debt management in these economies.
  • 6-May-2022


    Promoting Integrity through the Reform of the Administrative Penalty System of Bulgaria - Building a Comprehensive and Coherent Legal Framework

    This report analyses Bulgaria's legal framework for administrative penalties. Administrative penalties are crucial for ensuring accountability in the public administration. The report assesses the subjective scope of their application, the typologies and levels of administrative penalties, and the proceedings for applying them. The report highlights relevant good practices from other EU Member States, and provides recommendations on how to address key challenges as well as legislative proposals for building a comprehensive legal framework.
  • 27-avril-2022


    Un chemin court et sinueux jusqu’à 2030 (version abrégée) - Mesurer la distance à parcourir pour atteindre les cibles des ODD

    Le Programme de développement durable à l’horizon 2030 se caractérise par un degré d’ambition sans précédent, mais il représente aussi un formidable défi pour les pays du fait de la complexité et de l’imbrication de ses 17 objectifs et 169 cibles. Afin d’aider les gouvernements nationaux à le mettre en œuvre, l’OCDE a mis au point une méthode unique permettant de comparer les progrès accomplis ainsi que les dynamiques sous-jacentes pour l’ensemble des objectifs et cibles du Programme de Développement Durable. Sur la base du Cadre mondial d’indicateurs relatifs aux Objectifs de Développement Durable et de données provenant des Nations Unies et de l’OCDE, le présent rapport propose un bilan détaillé des résultats obtenus par les pays membres de l’OCDE. Pour l’ensemble des cibles pour lesquelles des données existent, ce rapport évalue la distance que les pays de l’OCDE ont à parcourir afin d’atteindre les Objectifs de Développement Durable mais il va plus loin et approfondit l’analyse en mettant en évidence les tendances de fond ainsi que l’impact potentiel de la pandémie de COVID-19. En faisant le point sur les forces et les faiblesses des pays par rapport aux différents ODD, ce rapport vise à aider les pays Membres à avancer au mieux vers la réalisation de ces objectifs et à identifier leurs propres priorités d’action.
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