Rethinking e-government services
Subtitle: user-centred approaches.
Contributors: Wang, Yih-Jeou.; Organisation for Economic Co-operation and Development. Secretary-General.; SourceOECD (Online service)
Series: OECD e-government studies; OECD e-government studies
Publisher: OECD; Organization for Economic Cooperation and Development
Published: 2009
Place of publication: Paris
Language: eng
Number of pages: 239
ISBN-13: 9789264059405; 9789264059412
Subjects: Internet in public administration -- OECD countries
Other titles: Rethinking electronic government services; Repenser les services d'administration électronique.
Description: 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.
Notes: "This work is published on the responsibility of the Secretary-General of the OECD"--T.p. verso.

"This report was managed and written by Yih-Jeou Wang"--P. 4.

"Also available in French: Repenser les services d'administration électronique : approches centrées sur les usagers"--T.p. verso.

Corrigenda to OECD publications may be found online at: www.oecd.org/publishing/corrigenda.

Includes bibliographical references (p. 233-239).

Also issued electronically via the World Wide Web.