OECD Peer Review of E-Government in Denmark - ePractice.eu

services). Developing an all-of-government policy or strategy for both portals and Web sites, either as
a stand-alone initiative or as part of a wider multi-channel service delivery strategy, could provide a
good vehicle to act on such recommendations, in pursuit of the efficient and effective development of
more user-focused e-government in the future.
Key point 7.4
The Danish public sector uses many Web sites and portals to deliver e-government, and indications are that the
number of Web sites and portals will continue to grow. There is, however, no government-wide policy or strategy
regarding the design and development of Web sites and portals, either as a stand-alone initiative or as part of a
wider strategy on multi-channel service delivery.
Denmark is already making good progress in delivery of user-focused e-government. However, in the absence of
such overall guidance, there is potential for results to be sub-optimal in terms of both users’ e-government
experiences, and the achievement of maximum efficiency and effectiveness in government use of the Internet as
a delivery channel.
E-government and offline service delivery
Given that the majority of government service delivery occurs at the local government level,
perhaps the most significant user-focused step currently being taken is the proposed establishment, as
part of implementation of the Structural Reform, of “Local Service Centres” under the authority of
each municipality. The logic is that the public sector should be as accessible as possible, and users of
government should be able to find services in one place, regardless of which public authority or
administration has final authority.
Local Service Centres are intended to increasingly become the physical front door to State,
regional and municipal services – another reflection of the general Danish trend to make government
closer to people and more user-focused. The functioning of the new Service Centres will be analogous
to that of an Internet portal, and will depend on e-government for their implementation. The
cross-organisation information management that will be required for their effective operation provides
an excellent example of how e-government can expand beyond enabling online delivery channels, and
is instead now becoming integral to improving the performance of government when it is involved in
face-to-face delivery of information and services.
This relationship between e-government and offline service delivery is highlighted in some of
the following design principles, which will underpin implementation of the Service Centres:
• Digital self-service solutions will be developed for all citizen-related services.
• The most important citizen services provided by regions and the State will be delivered by
municipalities enabled by Service Centres.
• Existing barriers to coherent service delivery will be removed.
• A “Service Centre Act” that lays down the rules for the Service Centres’ authority regarding
service delivery on behalf of other public authorities, including rules for exchange of
personal data, will be enacted.
The last two principles in particular will not only enable the functioning of the new Service
Centres, but will also further contribute to the ability to implement user-focused services online.
Interviews revealed a universally positive attitude towards the Service Centre concept, and clear
137