Rethinking e-government services: user-centred approaches

by Wang, Yih-Jeou

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Title Statements

Full title :Rethinking e-government services : user-centred approaches.

Summary

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.--Publisher's description.

Edition Statements

Publication Date:©2009.

Publication Statements

Publisher(s):OECD
Place of Publication:Paris
Language:eng
Publication Date:©2009.

The Physical Object

Description:1 online resource (239 pages) : : color illustrations

Edition Identifiers

ISBN:9789264059412, 9264059415
oclc:ocn456036040
LC Classification:JF1525.A8
Dewey Decimal:351.02854678

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.