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.



Expanding usage to realize the full benefits of e-government

Availability of online public services (‘supply-side’) has been the primary focus of e-government studies and policymaking, but over the past years, citizen usage of e-government services (‘demand-side’) has also become a priority issue. An increasing number of governments, mostly in developed countries, are making greater eff orts to increase usage of services. They start by recognizing that the benefits of e-government services are very much determined by the number and type of users of these services, and the frequency of their use.


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