Digital Government Services Feedback

Delivering high-quality, effective, and human-centric digital services should be the ultimate goal for every digital government. This is where the true value of your digital transformation efforts becomes tangible for people and businesses alike.

From our experience in Estonia, where nearly all public services are available online, we know firsthand that achieving this is no simple task, but it is entirely doable with the right approach and mindset. Service transformation is not a one-off project. It’s a continuous journey of improvement and iteration to meet the ever-evolving expectations and needs of your users. Managing the entire digital service lifecycle – from design and development to delivery and improvement – is essential for long-term success, all while adhering to a whole-of-government approach.

At the same time, we’ve observed globally that service transformation is too often overlooked in digital government or treated as a secondary objective of digital transformation efforts. Furthermore, service innovation often stops at the policy development or relies merely on digitising paper-based processes in a digital environment, without fully embracing the opportunities to rethink and redesign services that digitalisation can offer.

This questionnaire is designed to guide you in assessing the current state of your digital services, helping you pinpoint opportunities and uncover potential gaps in your service transformation journey. By completing it, we’ll send you personalised, preliminary recommendations to help you outline actionable steps and set milestones for elevating your digital services to new standards of excellence.

What country are you from?

What are your top 3 objectives and/or challenges regarding service design and delivery?

Every government faces unique priorities and roadblocks when it comes to digital services. Identifying your key objectives and challenges can help define the next steps in your digital services transformation.

Are public services available and used online?

Most public services are not available or used online.

Some (<20%) public services are available and used online.

Around half of the public services are available and used online.

Almost all public services are available and heavily used online.

⬑ Please explain the reasons for low digital availability and usage of public services.

⬑ Please explain whether you have any personalised, automated or proactively provided services.

How would you assess the quality of digital public services, especially from an end-user perspective?

A great digital service is not just about putting things online - it’s about making them easy to use, efficient, and accessible.

Services are digitized without user-centric thinking - mostly just replicating paper-based processes online.

There have been efforts to improve efficiency, but user experience is not a major focus.

A user-centric approach is recognized and occasionally applied, mainly for informational services.

Most services are systematically designed around user needs, offering seamless and personalized experiences.

Please elaborate - what improvements have been made, what’s missing, and what’s planned?

Can citizens and businesses use digital services through a one-stop shop?

A one-stop shop makes it easier for people to interact with government services by providing access to multiple services from a single place.

Yes, most or all services are fully digital (end-to-end digital processes)

Yes, but many services are only partly digital (some steps still require in-person visits)

Yes, but only for information services

No

Additional comments

Are there guidelines or policies guiding public service design and development?

Having clear guidelines helps ensure that digital services across government agencies are consistent, efficient, and user-friendly. Some governments establish service standards or policies that define what good digital services should look like, ensuring a common approach to design and delivery.

Please explain what guidelines or policies exist and what may be missing, and provide the name(s) of the document(s) and link(s), if available.

Does your government have a clear governance model for digital services?

Governance ensures accountability, coordination, and long-term sustainability in digital services. Clear roles and responsibilities help streamline decision-making and avoid duplication of efforts.

Please explain which organization is responsible for digital services related policy-making? Do services have designated service owners responsible for managing service quality, monitoring performance, and ensuring continuous improvement?

How is the performance of digital services monitored in your government?

Performance monitoring helps track service quality, identify issues, and drive improvements. A government-wide approach ensures all agencies collect, evaluate, and use data consistently to enhance service delivery. Without it, monitoring and comparing service performance across government may be fragmented, limiting its impact.

No structured monitoring – agencies manage services independently with little or no oversight.

Some agencies track performance, but there is no coordinated government-wide approach.

A common approach exists, but implementation is inconsistent, and data is not always used for decision-making.

Monitoring is fully integrated across government, with clear accountability, oversight, and data-driven improvements.

Please elaborate - what mechanisms are in place, what works well, and what’s missing?