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.
