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.
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-Cutting Trends
Annex A. OECD Country Studies on User Take-Up
Annex B. User Take-Up Measurement Approaches in OECD Countries
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