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Ben Welby, digital public services, public service delivery, SIGMA, 1 April 2021

Presentation by Ben Welby, OECD, GOV Directorate, at the 3rd and last seminar in the series, held on 1 April 2021, which puts the focus on moving towards seamless public service delivery. This 3rd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

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Ben Welby, digital public services, public service delivery, SIGMA, 1 April 2021

  1. 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. 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. 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. 4. The Digital Government Policy Framework captures the 6 essential characteristics of a digital government.
  5. 5. Measuring the digital maturity of the public sector https://oe.cd/il/diggovframework Digital Government Policy Framework (DGPF) 1. Digital by Design
  6. 6. E-Leaders Governance Handbook (forthcoming) OECD E-Leaders Governance Framework 1. Contextual Factors 3. Policy levers 2. Institutional models
  7. 7. 1. Digital by design Example Inviting citizens entitled to free health checks to book a time for an appointment by sms
  8. 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. 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. 10. 2. Data-driven public sector Example Mapping TransJakarta bus routes speed to identify whether new routes are needed
  11. 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
  12. 12. 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
  13. 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 4. Open by Default
  14. 14. 4. Open by default Example Progress over the London Smart City roadmap published online
  15. 15. 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
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. 6. Proactiveness Example Notify one public sector organisation of a death, notify them all Example
  20. 20. Digital Government Index 2019 – Composite results OECD Digital Government Index 1.0, https://oe.cd/dgi-2019
  21. 21. What are the key ingredients for designing and delivering public services in the digital age?
  22. 22. Framework for analysing service design and delivery Digital Government in Chile – Improving public service design and delivery, OECD (2020), https://oe.cd/il/chile4
  23. 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. 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. 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. 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 Politics – organisational and representative
  27. 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 Legacy overheads: channels, technology, infrastructure
  28. 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 Society, culture and geography
  29. 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
  30. 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  Leadership and vision
  31. 31. “I want us to ask ourselves every day, how are we using technology to make a real difference in people’s lives”
  32. 32. 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
  33. 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  Design end to end service experience
  34. 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  Involve the public
  35. 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  Multi-disciplinary delivery across organisational boundaries
  36. 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  An agile approach
  37. 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. 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
  39. 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  Best practice and guidelines
  40. 40. Best practice and guidelines Example The 18F Content Guide, USA https://content-guide.18f.gov
  41. 41. 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/
  42. 42. Best practice and guidelines Example Wikiguías, Mexico https://www.gob.mx/wikiguias
  43. 43. 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
  44. 44. Governance, spending and assurance Example The Business Case Playbook, OECD E- Leaders Thematic Group on Business Cases https://businesscaseplaybook.service.gov.au
  45. 45. Governance, spending and assurance Example
  46. 46. 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
  47. 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  Channel strategy
  48. 48. 1,882 websites 1 website
  49. 49. 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
  50. 50. Common components and tools Example https://cloud.gov, USA
  51. 51. Common components and tools Example https://www.spid.gov.it, Italy https://cloud.gov, USA
  52. 52. Common components and tools Example https://notification.canada.ca, Canada https://www.spid.gov.it, Italy https://cloud.gov, USA
  53. 53. 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
  54. 54. 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
  55. 55. 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
  56. 56. The Path to becoming a Data-driven public sector, OECD (2019), https://oe.cd/il/ddps OECD Framework for a Data-Driven Public Sector
  57. 57. 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
  58. 58. 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
  59. 59. Designing and delivering public services in the digital age
  60. 60. Thank you 01 April 2021 Ben Welby @bmwelby Policy Analyst, Digital Government and Data Unit Open and Innovative Government Division Public Governance Directorate

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