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Digital Government in Chile – Improving Public Service Design and Delivery

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86 citations0/0 files storedOECD digital government studies

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E-Government and Public Services Public Policy and Administration Research Innovative Approaches in Technology and Social Development

Abstract

The way that services are designed and delivered shapes citizens' experience of government.Although digital transformation has affected all aspects of daily life and replaced many of our human interactions, government must continue to ensure that the services it provides are accessible to all.This means doing more than simply migrating analogue processes to the Internet."Digital government" efforts involve recognising the role of design in meeting citizen needs across all channels, unlocking the benefits of digitalisation while protecting those who rely on face-to-face transactions.Such design needs to be complemented by developing and embedding practical resources and technical support to help teams avoid the constraints and expense of transforming services one at a time.This 'Government as a Platform' approach can scale transformation from the most high profile and capable through to the least developed and equipped government services at every level of provision, including local.Digital Government in Chile -A strategy for public service design and delivery presents a conceptual framework to help countries explore how to make best use of the opportunities of the digital age in designing and delivering services.Through recognising the context that shapes the design and delivery of services, establishing the necessary leadership and vision to develop a design-led culture, and ensuring access to practical enablers, governments can increase their ability to improve outcomes, efficiency and measures of citizen satisfaction and well-being.The report analyses the situation in Chile and provides a series of recommendations for considering the future role of ChileAtiende, a branded multichannel network for accessing government services throughout Chile.Ultimately, they contribute towards Chile's goal of bringing the State closer to citizens through simpler, more efficient and transparent government.

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2017Government at a Glance 2017 2020The OECD digital government policy framework 2019The Path to Becoming a Data-Driven Public Sector 2019State of the art in the use of emerging technologies in the public sector 2015OECD Public Governance Reviews: Estonia and Finland

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2021The OECD Framework for digital talent and skills in the public sector 2022Tackling Policy Challenges Through Public Sector Innovation 2022Political Disaffection in the Digital Age: The Use of Social Media and the Gap in Internal and External Efficacy

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