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This Working Paper presents the process, methodology and results of the OECD 2019 Digital Government Index (DGI). It has three key objectives. First, the paper describes the design, the content and the methodology of the pilot OECD Survey on Digital Government 1.0 and outlines the data collection and verification process. Second, it presents the outcomes of different statistical tests to assess the robustness of the results, including tests to evaluate the sensitivity of the indicators to various weighting schemes. Third, the paper presents countries’ composite results and scores by each of the six dimensions comprised in the OECD Digital Government Policy Framework. Lastly, the paper outlines the key findings and messages based on these results.

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.

Les gouvernements du XXIe siècle doivent suivre l'évolution des attentes de leurs citoyens et tenir les promesses de l'ère numérique. Les approches basées sur les données sont particulièrement efficaces pour répondre à ces attentes et repenser la manière dont les gouvernements et les citoyens interagissent. Ce rapport souligne le rôle important que les données peuvent jouer dans la création de conditions améliorant les services publics, augmentant l'efficacité des dépenses publiques et éclairant les considérations éthiques et de confidentialité. Il présente un cadre du secteur public fondé sur les données pouvant aider les pays ou les organisations à évaluer les éléments nécessaires à l'utilisation des données afin de prendre des décisions mieux informées dans tous les secteurs publics.

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.

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 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.

Ce rapport offre un aperçu détaillé de l’état des politiques de données ouvertes dans les pays membres de l’OCDE et de ses partenaires, se basant principalement sur les données récoltées par les enquêtes de l’OCDE sur les données publiques ouvertes en 2013, 2014 et 2016, sur celles des revues de pays et des analyses comparatives faîtes par l’OCDE. Le rapport analyse les politiques de données ouvertes en utilisant un cadre analytique conforme à l’indice OURdata sur les données publiques ouvertes, utiles et réutilisables et à la Charte internationale des données ouvertes (International Open Data Charter). Il évalue les efforts déployés par les gouvernements pour renforcer la disponibilité, l'accessibilité et la réutilisation des données publiques ouvertes. Le rapport soutient qu’au-delà de l'engagement des pays à ouvrir des données gouvernementales de qualité, la création de valeur publique nécessite la mobilisation des différentes communautés d'utilisateurs de l'ensemble de l'écosystème, tel que les journalistes, les organisations de la société civile, les entrepreneurs, les grandes entreprises technologiques privées et les universités. Le rapport souligne également le fait que les politiques de données ouvertes sont des éléments de transformations numériques plus larges et que les politiques de données du secteur public nécessitent une interaction avec d'autres programmes publics, tels que celles du gouvernement ouvert, de l'innovation, l'emploi, l'intégrité, la budgétisation publique, le développement durable, la mobilité urbaine et les transports. Il met aussi l’accent sur la pertinence de mesurer les impacts des données ouvertes afin de soutenir l'analyse de rentabilisation (i.e. le business case) des données publiques ouvertes.