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OECD e-Government Studies
Rethinking e-Government Services
User-Centred Approaches
OECD Publishing , Publication date:  19 Oct 2009
Pages: 240 , Language: English
Version: Print (Paperback) + PDF
ISBN: 9789264059405 , OECD Code: 422009091P1
Price:   €40 | $54 | £34 | ¥5000 | MXN720 , Standard shipping included!
Availability: Available (Print on Demand)
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Other Versions:  E-book - PDF Format

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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.

Table of contents:

Executive Summary
Chapter 1. A Paradigm Shift Towards Citizen Centricity
Chapter 2. Challenges to User Take-Up
Chapter 3. Country Approaches to Increasing User Take-Up
Chapter 4. Monitoring and Evaluating User Take-Up
Chapter 5. Improving User Take-Up: Some Cross-CuttingTrends
Annex A. OECD Country Studies on User Take-Up
Annex B. User Take-Up Measurement Approaches in OECD Countries
-Overview Table
-Czech Republic
-New Zealand
-Slovak Republic
-United Kingdom
-United States
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