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.



Taking a whole-of-government approach

In recent years, there has been a change in emphasis away from structural devolution, disaggregation, and single-purpose organizations towards a more integrated approach to public service delivery. Variously termed “one-stop government,” “joined-up government” and “whole-of-government,” the movement from isolated silos in public administration to formal and informal networks is a global trend driven by various societal forces such as the growing complexity of problems that call for collaborative responses, the increased demand on the part of citizens for more personalized and accessible public services, which are to be planned, implemented and evaluated with their participation, and the opportunities presented by the Internet to transform the way the government works for the people.


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