Digital Government in Chile – Improving Public Service Design and Delivery
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.
Available from May 30, 2020
In series:OECD Digital Government Studiesview more titles