Thoughts from the mind of Ben Welby

Tag: Publications

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-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.

Available as a HTML publication or a PDF (behind the OECD’s paywall)

The Path to Becoming a Data-Driven Public Sector

Twenty-first century governments must keep pace with the expectations of their citizens and deliver on the promise of the digital age. Data-driven approaches are particularly effective for meeting those expectations and rethinking the way governments and citizens interact. This report highlights the important role data can play in creating conditions that improve public services, increase the effectiveness of public spending and inform ethical and privacy considerations. It presents a data-driven public sector framework that can help countries or organisations assess the elements needed for using data to make better-informed decisions across public sectors.

Available as a HTML publication or a PDF (behind the OECD’s paywall)

Digital Government in Chile – Digital Identity

In our interactions with the people we know we don’t give any thought to the proof of their identity. When we meet someone for the first time we trust they are who they say they are. Sometimes an introduction is brokered by a mutual, trusted, acquaintance who knows both parties. However, in our transactional dealings with government there is a greater expectation – and need – to be able to prove who we are, where we live and what we can access. The provision of digital identity (DI) is critical to government ambitions for transforming the quality of public services.

This study discusses Chile’s experience of DI alongside a comparison of 13 OECD countries, and aims to support the Government of Chile in developing and enhancing their approach to the development of DI as a piece of core digital government infrastructure and an enabler of seamless service delivery. The study uses a framework that covers the foundations for identity in terms of existing national identity infrastructure, policies and governance, the technical solutions that have been explored, the factors which impact adoption, and the ways in which DI can empower citizens through greater control of their data, transparency and measurement of impact.

Available as a HTML publication or a PDF (behind the OECD’s paywall)

Digital Government Review of Panama

This review explores how Panama can enhance and harness digital government to achieve broader strategic goals at both national and local levels. It looks at institutional governance, legislation, and inter-departmental co-ordination, including institutional capacities and skills for delivering quality public services. It identifies opportunities for making public service delivery more efficient and inclusive, as well as for expanding the strategic use of data. The review provides policy recommendations to help Panama enable and sustain the digital transformation of the public sector.

Available as a HTML publication or a PDF (behind the OECD’s paywall)

A data-driven public sector: Enabling the strategic use of data for productive, inclusive and trustworthy governance

OECD publications are always a team effort but this, the second piece to have my name on it, is hugely down to the work of my colleague Charlotte. Unfortunately she’s been away from the team since I joined so my contribution here was to pick up the thread of her research and get the paper to completion.

Available as a PDF

What’s the TL;DR?

This Working Paper argues that governments need to go further in putting the collection, processing, sharing and reuse of their data (the Government Data Value Cycle) at the heart of how they think about digital transformation. It’s a guide to how governments can invest in public servants in order to recognise and use data as a core component of the modern state.

Plenty of governments have pockets of good practice but the challenge is to scale those into whole-of-government approaches that are well supported internally as well as finding favour with the public. This is the vision of the ‘data driven public sector’ (DDPS).

The paper discusses three areas of opportunity:

  1. How governments use data to be better prepared for the future.
  2. How governments design and deliver policy and services.
  3. Performance management in terms of greater public sector productivity and better evaluation of policies and impact.

But those opportunities rely on tackling a number of challenges that could prove to be obstacles to establishing a DDPS:

  • The availability, quality and relevance of data.
  • Sharing data internally
  • Skills and capabilities
  • Legitimacy and public trust

The paper concludes by discussing the importance of coherent strategic approaches that think about data in the context of the whole public sector in policy, operational and practical terms.

The blurb

Over the last decade the Open Government Data movement has successfully highlighted the value of data and encouraged governments to open up information for reuse both inside, and outside the public sector. This Working Paper argues that governments now need to go further and put the role and value of data at the core of thinking about the digital transformation of government. A data-driven public sector (DDPS) recognises that data are an asset, integral to policy making, service delivery, organisational management and innovation. The strategic approach governments take to building a DDPS can have a positive impact on the results they deliver by promoting evidence-led policy making and data-backed service design as well as embedding good governance values of integrity, openness and fairness in the policy cycle. After framing the concept the paper presents the opportunities offered by embracing the DDPS approach and identifies some of the challenges that governments may face in establishing a DDPS before concluding with the discussion of the need for coherent strategic approaches that reflect the role of data across the entire public sector, not only from a policy point of view but from an operational and practical perspective.

Available as a PDF

The impact of digital government on citizen well-being

I’m really pleased with how this paper came together. It’s the first thing I’ve written at the OECD, and the first ‘academic’ work that’s been published in my name.

Available as a PDF.

What’s the TL;DR?

This paper exists because the OECD more broadly is interested in this idea of “citizen well-being”. There’s a cross-cutting horizontal project about it with different teams writing up how their work is important to the concept.

And we’re no different. So what impact can digital government have on citizen well-being? Well, my argument in the paper is that there are three characteristics of government that create outcomes that improve well-being. They are responsive, protective and trustworthy:

  • A responsive government that:
    • involves people throughout the design and delivery lifecycle of a policy to
      ensure that it understands their needs, can evolve to reflect what’s learnt from
      them and proactively react to changing circumstances;
    • makes every effort to engage the public according to their habits and their
      needs, especially in the design and delivery of public services; and
    • considers the design of government and its end to end services rather than being
      content with the existing architecture of the public sector, and a focus on
      implementing particular technologies.
  • A protective government that:
    • prioritises the protection of the public from external threats and ensures that the
      services it provides are secure;
    • encourages efforts to distribute trust throughout social networks and the
      political discourse; and
    • has a far sighted approach to regulation that by focusing on outcomes can reflect
      and safeguard against the implications of innovation without being focused on
      specific technologies and which can also establish quality standards for the
      delivery of government services.
  • A trustworthy government that:
    • successfully balances the needs of government to be closed and secure, with the
      needs of citizens for government to be open and responsive by using digital
      tools to help build public trust and confidence in governments;
    • delivers high quality and reliable services that are characterised by a humility
      of understanding their users and being open to challenge and feedback;
    • shows citizens what is being done to improve their lives through increased transparency and an ongoing commitment to openness.

The blurb

Informed by the OECD’s well-being framework, this Working Paper considers how the experience of civic engagement and governance is being transformed and explores how governments can harness the potential of digital technologies and data to develop better outcomes for better lives. The paper proposes that in order to maximise the relationship between digital government activity and citizen well-being, government focus should be on benefits that are not only material in terms of the quality of services, but that reflect the intellectual and emotional benefits derived from a different approach to government interactions with its constituents. The paper suggests that the relationship between digital government and citizen well-being is best encapsulated by the outcomes which follow from a government that is responsive, protective and trustworthy.