Digital Government in Chile – Improving Public Service Design and Delivery / Organisation for Economic Co-operation and Development

Contributor(s):

OECD [Herausgebendes Organ]

Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Series: OECD Digital Government StudiesPublisher: Paris : OECD Publishing, 2020Description: 1 Online-Ressource (120 p.) ; 21 x 28cmISBN:

9789264945074
9789264404175
9789264364257

Subject(s):

Additional physical formats: Erscheint auch als: Digital government in Chile. Druck-Ausgabe. Paris : OECD Publishing, 2020. 120 SeitenDOI: DOI: 10.1787/b94582e8-enOnline resources:

Summary: The e-government era saw efforts to move government services online, automate internal processes and reduce administrative overheads for the public. Often technology led, those efforts sometimes led to the exclusion of some users and created digital-by-default siloes rather than coherent, cross-government, omni-channel services. Now, with the move toward digital government, OECD countries are giving greater priority to how services are designed and delivered, to ensure that digital progress benefits everyone, including those who rely on face-to-face interactions. This report presents a conceptual model for service design and delivery that challenges governments to develop a design-led culture and ensure access to the enabling tools and resources necessary to deliver services that improve outcomes, efficiency, satisfaction and well-being. This model is used to analyse the situation in Chile and provide recommendations about how the ChileAtiende service delivery network can bring the state closer to citizens through a simpler, more efficient and transparent approach. By considering the intersection of digital, telephone and physical service channels, it recommends digital government approaches that ensure consistently high-quality service experiences for all users, in all contexts, and through all channels.PPN: PPN: 1747654779Package identifier: Produktsigel: ZDB-13-SOC | ZDB-13-SOC-ebook

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