Rethinking e-Government Services

User-Centred Approaches

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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.


Executive Summary

Over the last 10-15 years of public sector development and due to the financial and economic crisis beginning in 2008, governments have been looking at how best to use information and communication technology (ICT) to improve the performance of public sector administrations. The use of ICT in public administrations and its impact on public governance (also known as egovernment) has enabled governments to automate a broad range of internal functions and processes. It has helped them improve business processes within public organisations and across organisational boundaries, making it possible for them to deliver high-quality services to users – whether citizens, businesses or government employees. Governments saw the use of ICT as the “silver bullet” that could finally resolve the lack of coherency in public service delivery, and at the same time free up resources through efficiency and effectiveness gains. However, governments later saw low adoption and use of e-government services (also known as low user take-up of e-government services) which are still far from satisfactory today.


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