The document discusses key factors for designing and delivering public services digitally. It outlines the OECD's Digital Government Policy Framework, which includes 6 characteristics: 1) digital by design, 2) data-driven, 3) government as a platform, 4) open by default, 5) user-driven, and 6) proactive. It also presents a framework for analyzing service design and delivery, identifying elements like leadership, understanding user needs, multi-disciplinary teams, best practices, data strategies, and digital skills. The document argues that designing digitally-enabled public services requires considering users, technologies, organizational structures, and governance.

1. Designing and delivering public services in
the digital age
01 April 2021
Ben Welby @bmwelby
Policy Analyst, Digital Government and Data Unit
Open and Innovative Government Division
Public Governance Directorate

2. “Digital government is the use of
digital technologies, as an
integrated part of governments’
modernisation strategies, to
create public value.”
Recommendation of the Council on Digital Government Strategies, OECD (2014), https://oe.cd/2BR

3. ● Digitisation of analogue
procedures
● Technology focus
● Government-centered
services
Digital Government
eGovernment
● Re-engineering and re-
designing services and
processes
● Technology as an
enabler
● User-centered services

4. The Digital
Government
Policy Framework
captures the 6
essential
characteristics of
a digital
government.

5. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design

6. E-Leaders Governance Handbook (forthcoming)
OECD E-Leaders Governance Framework
1. Contextual Factors 3. Policy levers
2. Institutional models

7. 1. Digital by design
Example
Inviting citizens entitled to free
health checks to book a time for an
appointment by sms

8. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design
2. Data-driven public sector

9. The Path to becoming a Data-driven public sector, OECD (2019), https://oe.cd/il/ddps
OECD Framework for a Data-Driven Public Sector

10. 2. Data-driven public sector
Example
Mapping TransJakarta bus routes
speed to identify whether new
routes are needed

11. The Path to becoming a Data-driven public sector, OECD (2019), https://oe.cd/il/ddps
OECD Framework for a Data-Driven Public Sector

13. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design
2. Data-driven public sector
3. Government as a
Platform

14. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design
2. Data-driven public sector
3. Government as a
Platform
4. Open by Default

15. 4. Open by default
Example
Progress over the London
Smart City roadmap
published online

16. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design
2. Data-driven public sector
3. Government as a
Platform
4. Open by Default
5. User Driven

17. Measuring the digital maturity of the public sector
1. Digital by Design
2. Data-driven public sector
3. Government as a
Platform
4. Open by Default
5. User Driven
Digital Government in Chile – Improving public service design
and delivery, OECD (2020), https://oe.cd/il/chile4

18. Measuring the digital maturity of the public sector
https://oe.cd/il/diggovframework
Digital Government Policy Framework (DGPF)
1. Digital by Design
2. Data-driven public sector
3. Government as a
Platform
4. Open by Default
5. User Driven
6. Proactiveness

19. 6. Proactiveness
Example
Example
“Baby, Welcome to the
World!” in Serbia means
spending the first day of a
baby’s life with them, not
dealing with paperwork

20. 6. Proactiveness
Example
Notify one public
sector organisation of a
death, notify them all
Example

21. Digital Government Index 2019 – Composite results
OECD Digital Government Index 1.0, https://oe.cd/dgi-2019

22. What are the key ingredients
for designing and delivering
public services in the digital
age?

23. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

24. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

25. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

26. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

27. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
Politics –
organisational and
representative

28. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
Politics –
organisational and
representative
Legacy overheads:
channels, technology,
infrastructure

29. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
Politics –
organisational and
representative
Legacy overheads:
channels, technology,
infrastructure
Society, culture and
geography

30. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

31. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision

32. “I want us to ask
ourselves every
day, how are we
using technology to
make a real
difference in
people’s lives”

33. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems

34. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems
 Design end to end
service experience

35. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems
 Design end to end
service experience
 Involve the public

36. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems
 Design end to end
service experience
 Involve the public
 Multi-disciplinary delivery
across organisational
boundaries

37. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems
 Design end to end
service experience
 Involve the public
 Multi-disciplinary delivery
across organisational
boundaries
 An agile approach

38. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Leadership and vision
 Understanding whole
problems
 Design end to end
service experience
 Involve the public
 Multi-disciplinary delivery
across organisational
boundaries
 An agile approach

39. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4

40. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines

41. Best practice and guidelines
Example
The 18F Content Guide, USA
https://content-guide.18f.gov

42. Best practice and guidelines
Example
Documentation template, UK
https://docs.cloud.service.gov.uk/
https://docs.payments.service.gov.uk/
https://docs.notifications.service.gov.uk/

43. Best practice and guidelines
Example
Wikiguías, Mexico
https://www.gob.mx/wikiguias

44. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance

45. Governance, spending and assurance
Example
The Business Case Playbook, OECD E-
Leaders Thematic Group on Business Cases
https://businesscaseplaybook.service.gov.au

46. Governance, spending and assurance
Example

47. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance
 Digital inclusion

48. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance
 Digital inclusion
 Channel strategy

49. 1,882 websites
1 website

50. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance
 Digital inclusion
 Channel strategy
 Common components and
tools

51. Common components and tools
Example
https://cloud.gov, USA

52. Common components and tools
Example
https://www.spid.gov.it, Italy
https://cloud.gov, USA

53. Common components and tools
Example
https://notification.canada.ca, Canada
https://www.spid.gov.it, Italy
https://cloud.gov, USA

54. Common components and tools
Example
https://pay.gov.sg, Singapore
https://notification.canada.ca, Canada
https://www.spid.gov.it, Italy
https://cloud.gov, USA

55. Common components and tools
Example
https://design-system.service.gov.uk, UK
https://pay.gov.sg, Singapore
https://notification.canada.ca, Canada
https://www.spid.gov.it, Italy
https://cloud.gov, USA

56. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance
 Digital inclusion
 Channel strategy
 Common components and
tools
 Data

57. The Path to becoming a Data-driven public sector, OECD (2019), https://oe.cd/il/ddps
OECD Framework for a Data-Driven Public Sector

58. Framework for analysing service design and delivery
Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
 Best practice and
guidelines
 Governance, spending
and assurance
 Digital inclusion
 Channel strategy
 Common components and
tools
 Data
 Digital talent and skills

59. 2. Skills to
support digital
government
maturity
1. Create an
environment
to encourage
digital
transformation
3. Establish
and maintain
a digital
workforce
The OECD framework for Digital Talent and Skills in
the public sector

60. Designing and delivering public services in the digital
age

61. Thank you
01 April 2021
Ben Welby @bmwelby
Policy Analyst, Digital Government and Data Unit
Open and Innovative Government Division
Public Governance Directorate