Digital Government in Chile - Improving Public Service Design and Delivery:
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-gove...
Gespeichert in:
| Format: | Elektronisch E-Book |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Paris
OECD Publishing
2020
|
| Schriftenreihe: | OECD Digital Government Studies
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | 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 |
| Beschreibung: | 1 Online-Ressource (120 Seiten) 21 x 28cm |
| ISBN: | 9789264945074 9789264404175 9789264364257 |
| DOI: | 10.1787/b94582e8-en |
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| id | DE-604.BV047930122 |
| illustrated | Not Illustrated |
| index_date | 2024-07-03T19:34:55Z |
| indexdate | 2024-12-18T19:02:24Z |
| institution | BVB |
| isbn | 9789264945074 9789264404175 9789264364257 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-033311615 |
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| physical | 1 Online-Ressource (120 Seiten) 21 x 28cm |
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| publishDate | 2020 |
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| publishDateSort | 2020 |
| publisher | OECD Publishing |
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| series2 | OECD Digital Government Studies |
| spelling | Digital Government in Chile - Improving Public Service Design and Delivery Organisation for Economic Co-operation and Development Paris OECD Publishing 2020 1 Online-Ressource (120 Seiten) 21 x 28cm txt rdacontent c rdamedia cr rdacarrier OECD Digital Government Studies 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 Governance Chile https://doi.org/10.1787/b94582e8-en Verlag kostenfrei Volltext |
| spellingShingle | Digital Government in Chile - Improving Public Service Design and Delivery Governance Chile |
| title | Digital Government in Chile - Improving Public Service Design and Delivery |
| title_auth | Digital Government in Chile - Improving Public Service Design and Delivery |
| title_exact_search | Digital Government in Chile - Improving Public Service Design and Delivery |
| title_exact_search_txtP | Digital Government in Chile - Improving Public Service Design and Delivery |
| title_full | Digital Government in Chile - Improving Public Service Design and Delivery Organisation for Economic Co-operation and Development |
| title_fullStr | Digital Government in Chile - Improving Public Service Design and Delivery Organisation for Economic Co-operation and Development |
| title_full_unstemmed | Digital Government in Chile - Improving Public Service Design and Delivery Organisation for Economic Co-operation and Development |
| title_short | Digital Government in Chile - Improving Public Service Design and Delivery |
| title_sort | digital government in chile improving public service design and delivery |
| topic | Governance Chile |
| topic_facet | Governance Chile |
| url | https://doi.org/10.1787/b94582e8-en |