Comments - Good Practice Principles for Public Service Design and Delivery in the Digital Age v1 - OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age

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OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age

Description

One of the increasingly common elements in the toolkit of digital government is a set of principles, supported by guidance, helping to determine 'what good looks like'.

Over the last few years the OECD's Working Party of Senior Digital Government Officials (or the E-Leaders for short) has hosted a Thematic Group focused on Service Design and Delivery under the watchful leadership of the UK's Government Digital Service.

Out of those discussions came a desire to develop a set of OECD Good Practice Principles for Service Design and Delivery in the Digital Age (GPPs). These GPPs have been discussed and iterated within that community, within the OECD and through work we have been carrying out in the MENA region. They have also been informed by our Going Digital Toolkit Policy Note.

We hope to formally launch the finalised GPPs later this year as part of the E-Leaders annual meeting but before then we want to open them up to a wider audience and seek the input of professionals involved with the design and delivery of public services around the world.

So, please let us know before June 17th what you think by commenting on the draft and adding any thoughts you might have about what's missing, what's unclear, or what needs to be removed.

Should you have any questions or want to discuss the GPPs further please send an email to eleaders@oecd.org.

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updated at 18 May 2022

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Hiding the complexity of government: demonstrate cross-administrative and cross-sectoral collaboration in pursuit of creating seamless services that ensure users do not need to be knowledgeable about the internal structures of the public sector.

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Comments about See in context

It is as important to influence the way in which service teams, and suppliers to government, work as well as the way in which they think about the needs of their users. As such, it is helpful to consider how technology decisions are made and the adoption of agile methodologies that prioritise iteration in response to user research, feedback and insights drawn from the performance of services. Therefore, governments should approach the design and delivery of services by:

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Comments about See in context

Showing caution in using algorithms: be clear about when the use of algorithms to automate decision making or service delivery complements and adds value to the user journey, and ensure that their use is transparent and adheres to published ethical guidelines.4. Ensure the use of digital tools and data reinforces and strengthens public trust

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Comments about See in context

Inviting feedback: encourage users to provide feedback on a service at any point, and not just at its end to capture the experience of those who could only get part way through.Providing support:

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Being open about service standards and performance: define the quality standards and performance indicators for a service and publish performance data through a public dashboard in a timely manner with the underlying data available in a machine-readable formatEmphasising open source:

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Comments about See in context

Involving users: continually look for opportunities to involve users in testing, iterating and improving the service, and use the feedback to inform user segmentation, and a more targeted and customised service experience.Communicating clearly:

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OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age

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