Carrasco, M. & Goss, P. (2014) “Digital Government: Turning the Rhetoric into Reality“, Boston Consulting Group (BCG), Ιούνιος.
Getting better—but still plenty of room for improvement: that’s the current assessment by everyday users of their governments’ efforts to deliver online services. The public sector has made good progress, but most countries are not moving nearly as quickly as users would like. Many governments have made bold commitments, and a few countries have determined to go “digital by default.” Most are moving more modestly, often overwhelmed by complexity and slowed by bureaucratic skepticism over online delivery as well as by a lack of digital skills. Developing countries lead in the rate of online usage, but they mostly trail developed nations in user satisfaction.
Many citizens—accustomed to innovation in such sectors as retailing, media, and financial services—wish their governments would get on with it. Of the services that can be accessed online, many only provide information and forms, while users are looking to get help and transact business. People want to do more. Digital interaction is often faster, easier, and more efficient than going to a service center or talking on the phone, but users become frustrated when the services do not perform as expected. They know what good online service providers offer. They have seen a lot of improvement in recent years, and they want their governments to make even better use of digital’s capabilities.
Σχετικές αναρτήσεις:
- OECD (2014) “Society at a Glance: the Crisis and its Aftermath“, OECD Social Indicators, OECD Publishing.
- European Commission (2013) “Powering European Sector Innovation: Towards a New Architecture”, Report of the Expert Group on Public Sector Innovation.
- Αβραμόπουλος, Ι. (2014) “Ψηφιακές Νομισματικές Οικονομίες“, Άρθρο Γνώμης, Παρατηρητήριο για την Κρίση, 05 Μαΐου.