United Nations E-Government Survey 2012

E-Government for the People

image of United Nations E-Government Survey 2012

The survey was prepared in a context of multiple challenges to achieving sustainable development goals and a call for responsive and collaborative government. It explores the institutional framework for e-government and finds that the existence of a chief information officer acting as a national coordinating authority can help overcome internal barriers and focus minds on integrated responses to citizen concerns. The survey argues that e-government provides administrators with powerful tools for grappling with social equity and digital divide issues. Governments must find effective channels of communication that fit national circumstances while also taking steps to increase usage of online and mobile services to benefit citizens. The survey explores global e-government development and how best to move ahead.



Supporting multichannel service delivery

Increasingly powerful and user-friendly technologies are creating opportunities for governments to off er new ways to interact with citizens in order to respond to their needs more eff ectively and with their integral participation. Taking advantage of the introduction of devices such as smartphones, interactive voice response systems, digital television, and self-service terminals, the private sector has been making use of multiple channels for a long time. Such initiatives encourage citizens to envision new forms of interaction with the desire that service providers – public and private – be as accessible and responsive as modern technology allows. Although many governments are aware of this trend, few developing countries are exploiting the full potential of multichannel service delivery to serve their constituents.


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