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Denmark: Efficient e-Government for Smarter Public Service Delivery

image of Denmark: Efficient e-Government for Smarter Public Service Delivery

This review is the first to analyse e-government at the country level using a revised framework designed to capture the new challenges faced by countries today. It highlights the richness of initiatives and actions taken by Denmark in relation to a number of areas, including the impact of e-government on public sector modernisation and efficiency efforts, the impact of e-government organisational structure and arrangements on e-government development and administration, the need to address issues related to user take-up and the assessment of benefits realisation of e-government projects. As these are not unique to Denmark, but are commonly shared by a number of OECD countries, the study provides useful tools to support e-government policy making in all OECD countries.   

English

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Towards a more User-centric Approach to Public Service Delivery

Denmark is a frontrunner in the development of the Information Society and reports among the best performances worldwide both in terms of broadband penetration and frequent Internet users. However, it faces the challenge of consolidating and preserving these achievements, and of increasing the number of citizens taking up the opportunities digitally provided while taking care of population segments which cannot access and/or use the digital channels. This requires, among other things, adopting an adequate multi-channel service delivery strategy – as already envisaged by the Danish E-Government Strategy 2007-2010 – to enable efficiency and effectiveness and provide the right incentives to stimulate the up-take of e-government services without penalising the principle of equity. The development of an e-government marketing strategy aimed at raising the awareness of the services and information digitally provided is equally pivotal. These could help to improve awareness, both internally and externally, to fully exploit existing opportunities. The government may also consider boosting a stronger dialogue and co-operation with citizens and businesses, which may include more direct involvement of representatives of the various segments of the population in the designing of services to better understand how e-government can respond to special needs.

English

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