Rethinking e-government services : user-centred approaches.

Format:

Book

Government document

Author/Creator:

Organisation for Economic Co-operation and Development.

Contributor:

Organisation for Economic Co-operation and Development.

Series:

OECD e-government studies.

OECD e-government studies

Language:

English

Subjects (All):

Internet in public administration--OECD countries.

Internet in public administration.

Physical Description:

1 online resource (240 pages)

Other Title:

Repenser les services d'administration electronique

Place of Publication:

Paris : OECD, c2009.

Language Note:

English

Summary:

Expecting substantial savings and improved public services – a trend further accentuated by the financial and economic crisis beginning in 2008 – OECD countries have invested in the development of e-government services over the past 10-15 years. However, despite the initial exceptional take-up, governments later saw low adoption and low use of e-government services which are still far from satisfactory today. This report gives a broad description of the shift in governments' focus on e-government development – from a government-centric to a user-centric approach. It gives a comprehensive overview of challenges to user take-up of e-government services in OECD countries and of the different types of approaches to improving it. The monitoring and evaluation of user take-up are also discussed, including the existence of formal measurement frameworks. Good practices are presented to illustrate the different concrete approaches used by OECD countries.

Contents:

A Paradigm Shift Towards Citizen Centricity

Challenges to User Take-up

Executive Summary

Annex B

Improving User Take-up

Annex A

Monitoring and Evaluating User Take-up

Country Approaches to Increasing User Take-up

Bibliography

Glossary.

Notes:

Description based upon print version of record.

Includes bibliographical references.

ISBN:

9789264059412 (PDF)

9786612396045

92-64-05941-5

OCLC:

456036040