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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.
Publications you may find interesting:
- Digital Government Policy Framework
- Digital Government in Chile – Improving Public Service Design and Delivery
- Going Digital Toolkit Policy Note on designing and delivering public services in the digital age
- Digital Government Review of Slovenia - Leading the Digital Transformation of the Public Sector
- G20 Compendium on the Use of Digital Tools for Public Service Continuity
I would also emphasize that services should be designed with the expectation that they need to evolve, based on the feedback that is captured after a solution is "live". Too many services are released without any expectation (or budget) for continuous improvement, that some use cases will likely have been overlooked, that usage patterns evolve, etc. Releasing services creates responsibility for ongoing dialog.