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This paper presents the overall rankings, results and key policy messages of the 2019 OECD Digital Government Index (DGI) and provides a detailed analysis of the results for each of the dimensions of the OECD Digital Government Policy Framework. The DGI measures the maturity level of digital government strategies in OECD member and partner countries based on evidence gathered through the Survey on Digital Government 1.0. Findings show the promising yet modest progress towards robust digital governments, and encourage governments to step up efforts to use digital technologies and data strategically for user-driven public services. The paper highlights how the DGI can support the design, implementation and monitoring of digital government policies and practices, which, in turn, help public sector organisations better respond to citizens’ needs.

This paper presents the OECD Digital Government Policy Framework (DGPF), a policy instrument to help governments identifying key determinants for effective design and implementation of strategic approaches to transition towards higher levels of digital maturity of their public sectors. This analytical work builds on the provisions of the OECD Recommendation of the Council on Digital Government Strategies and supports the qualitative and quantitative assessment of the Secretariat across countries and individual projects. The DGPF provides the ground for peer reviews and frames the design of the methodology and the OECD Survey on Digital Government to measure countries’ digital government maturity across the six dimensions covered in this Framework: digital by design, data-driven public sector, government as a platform, open by default, user-driven and proactiveness. The document is enriched with countries' practices to illustrate the concepts covered in each of the six dimensions of the DGPF.

The e-government era saw efforts to move government services online, automate internal processes and reduce administrative overheads for the public. Often technology led, those efforts sometimes led to the exclusion of some users and created digital-by-default siloes rather than coherent, cross-government, omni-channel services. Now, with the move toward digital government, OECD countries are giving greater priority to how services are designed and delivered, to ensure that digital progress benefits everyone, including those who rely on face-to-face interactions. This report presents a conceptual model for service design and delivery that challenges governments to develop a design-led culture and ensure access to the enabling tools and resources necessary to deliver services that improve outcomes, efficiency, satisfaction and well-being. This model is used to analyse the situation in Chile and provide recommendations about how the ChileAtiende service delivery network can bring the state closer to citizens through a simpler, more efficient and transparent approach. By considering the intersection of digital, telephone and physical service channels, it recommends digital government approaches that ensure consistently high-quality service experiences for all users, in all contexts, and through all channels.

Twenty-first century governments must keep pace with the expectations of their citizens and deliver on the promise of the digital age. Data-driven approaches are particularly effective for meeting those expectations and rethinking the way governments and citizens interact. This report highlights the important role data can play in creating conditions that improve public services, increase the effectiveness of public spending and inform ethical and privacy considerations. It presents a data-driven public sector framework that can help countries or organisations assess the elements needed for using data to make better-informed decisions across public sectors.

In our interactions with the people we know we don’t give any thought to the proof of their identity. When we meet someone for the first time we trust they are who they say they are. Sometimes an introduction is brokered by a mutual, trusted, acquaintance who knows both parties. However, in our transactional dealings with government there is a greater expectation – and need – to be able to prove who we are, where we live and what we can access. The provision of digital identity (DI) is critical to government ambitions for transforming the quality of public services. This study discusses Chile's experience of DI alongside a comparison of 13 OECD countries, and aims to support the Government of Chile in developing and enhancing their approach to the development of DI as a piece of core digital government infrastructure and an enabler of seamless service delivery. The study uses a framework that covers the foundations for identity in terms of existing national identity infrastructure, policies and governance, the technical solutions that have been explored, the factors which impact adoption, and the ways in which DI can empower citizens through greater control of their data, transparency and measurement of impact.

This study assesses the evolution, achievements and challenges in the design and implementation of digital government strategies in Chile since 2004. It aims to support the Government of Chile in framing and implementing future strategic decisions and developing digital capacity throughout the public sector. In particular, it looks at how Chile can build a whole-of-government approach to embed digital approaches into everyday government operations. The study argues that for Chile to ensure the sustainability of its achievements to date it should work towards shared ownership of, and responsibility for, the digital government strategy throughout the public administration.

This review explores how Panama can enhance and harness digital government to achieve broader strategic goals at both national and local levels. It looks at institutional governance, legislation, and inter-departmental co-ordination, including institutional capacities and skills for delivering quality public services. It identifies opportunities for making public service delivery more efficient and inclusive, as well as for expanding the strategic use of data. The review provides policy recommendations to help Panama enable and sustain the digital transformation of the public sector.