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OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age

The digital age provides great opportunities to transform how public services are designed and delivered. The OECD Good Practice Principles for Service Design and Delivery in the Digital Age provide a clear, actionable and comprehensive set of objectives for the high-quality digital transformation of public services. Reflecting insights gathered from across OECD member countries, these nine principles are arranged under three pillars of “Build accessible, ethical and equitable public services that prioritise user needs, rather than government needs”; “Deliver with impact, at scale and with pace”; and “Be accountable and transparent in the design and delivery of public services to reinforce and strengthen public trust”. The principles are advisory rather than prescriptive, allowing for local interpretation and implementation. They should also be considered in conjunction with wider OECD work to equip governments in harnessing the potential of digital technology and data to improve outcomes for all.

Published on November 08, 2022

In series:OECD Public Governance Policy Papersview more titles

highlights

The Good Practice Principles for Service Design and Delivery in the Digital Age provide a clear, actionable and comprehensive set of objectives for the high-quality digital transformation of public services.

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These nine principles, arranged under three pillars, reflect insights gathered from across OECD member countries for helping to build accessible, ethical and equitable public services, at scale and with pace to reinforce and strengthen public trust.

Build accessible, ethical and equitable public services that prioritise user needs, rather than government needs

1. Understand users and their needs
2. Make the design and delivery of public services a participatory and inclusive process
3. Ensure consistent, seamless and high-quality public services

Deliver with impact, at scale and with pace

4. Create conditions that help teams to design and deliver high quality public services
5. Develop a consistent delivery methodology for public services
6. Curate an ecosystem of enabling tools, practices and resources

Be accountable and transparent in the design and delivery of public services to reinforce and strengthen public trust

7. Be open and transparent in the design and delivery of public services
8. Ensure the trustworthy and ethical use of digital tools and data
9. Establish an enabling environment for a culture and practice of public service design and delivery

Building on work done by the OECD Secretariat since 2017 and under the leadership of the Working Party of Senior Digital Government Officials (E-Leaders), and in particular the E-Leaders Thematic Group on Service Design and Delivery, the GPPs reflect a composite developed from almost 300 individual standards and principles guiding digital government in Australia, Canada, Denmark, Finland, France, Germany, Italy, Mexico, the Netherlands, New Zealand, Scotland, Singapore, the United Kingdom and the United States. After carrying out a clustering exercise, it was possible to group these 300 ideas under different thematic areas which were then subject to a one-month public consultation process, multiple rounds of internal reviews and comments from the E-leaders Thematic Group.

Conceived to be applicable to different administrative environments, the GPPs are meant to inspire and inform concrete policy actions and contribute to the overall efforts to advance a digital transformation of governments that benefits societies and economies.

contact

For any questions on the Good Practice Principles and the activities of the Thematic Group on Service Design and Delivery, please contact the [email protected].