Principle 2

Engagement and participation in policy making and service delivery

Key Issues

  • The public sector responds today to rising demands for better quality public services despite tight budgets
  • Working with citizens and other non-institutional stakeholders is one of the best ways for governments to respond to today’s hard trade-offs
  • Governments are taking more collaborative approaches to policy-making and service delivery
  • Government agencies are adopting mandatory standards and recommended guidelines to ensure inclusiveness and take-up when designing their websites and online services.


To navigate today’s complex policy environment, Governments need to work with institutional and non-institutional actors to find comprehensive solutions to outstanding problems.

ICTs provide new opportunities for governments to: 

  • Cooperate with public, private and civil society stakeholders Create public value through inclusive and more informed policy-making processes
  • Foster user-centred and user-driven service design and delivery

Governments are progressively confronted with the need to address issues concerning:

  • Citizen empowerment
  • Organisation and resource allocation
  • Adoption of new rules and standards that empower citizens
  • Create more inclusive decision-making processes and government operations
  • Development of institutional capacities to take up these new opportunities

This principle helps governments to: 

  • Create inclusive governance models
  • Better understand citizens’ evolving needs
  • Leverage information, ideas and resources held outside the public sector
  • Lower costs and administrative burdens
  • Improve policy outcomes
  • Foster user-driven service design and delivery