It has to be better too.

According to the OECD, administrations still measure their digitisation progress with the wrong KPIs. They measure, for example, how many services are available digitally and how many people use them. But are those the questions that really matter? No. These are the KPIs that actually count:

• How much time and cost does the new digital process save?
• How much simpler does it make the previous effort?
• How much does trust in administration increase?

As long as we mainly measure what we provide, rather than what actually changes and, above all, improves as a result, we risk mistaking visibility for progress. So the decisive question isn’t how many services get digitised, but whether administration becomes noticeably simpler for citizens as a result.

Have you ever experienced a real simplification? Where do you see the greatest need for action in administrative services?

Source: OECD – Towards a Future-Oriented Public Sector: Anticipation, Adaptation and Learning in Government

Image: Jorgen Hendriksen for Unsplash

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