Designing and delivering public services in the digital age
Providing public services that deliver on the potential of digital technology and
data presents a challenge for many governments. Yet, “being digital” is not optional,
but a core condition, for governments seeking to provide services that are user-driven,
inclusive, resilient, innovative and trustworthy. Achieving digital government maturity
requires holistic, comprehensive transformation from within and throughout the machinery
of government. It involves reshaping organisations’ culture, capability (including
talent, skills and resources), and governance to support user-centred approaches,
agility, integration and cohesion to design and deliver quality public services that
meet the needs of citizens and businesses. This Going Digital Toolkit note presents
action-oriented principles to guide policy makers and public servants when designing
and delivering public services fit for the digital age. The Annex contains a selection
of practices by a variety of countries for each principle.
Published on March 24, 2022
In series:OECD Going Digital Toolkit Notesview more titles