Title: Rethinking e-government services : user-centred approaches.
Authors: Wang, Yih-Jeou.; Organisation for Economic Co-operation and Development
Publisher: OECD,
Year: 2009
Subjects: Internet in public administration OECD countries.
Abstract: 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.
Contents: Executive Summary -- A Paradigm Shift Towards Citizen Centricity -- Challenges to User Take-up -- Country Approaches to Increasing User Take-up -- Monitoring and Evaluating User Take-up -- Improving User Take-up -- Annex A -- Annex B -- Glossary -- Bibliography.