Methoden vergleichen

	Citizen's Charter Evaluation	Digital Government Assessment
Fachgebiet	Public Administration	Public Administration
Familie	Process / pipeline	Process / pipeline
Entstehungsjahr	1991	2020
Urheber	UK Citizen's Charter programme / OECD service-charter practice	OECD digital-government programme
Typ	Evaluation framework	Composite benchmarking index
Wegweisende Quelle	OECD. Public governance, service delivery and citizen-centred public administration resources. OECD, Paris.	OECD. Digital Government Index (DGI) and Digital Government Policy Framework. OECD, Paris.
Aliasnamen	Service Charter Evaluation, Citizen Charter Assessment, Public Service Standards Evaluation, Service Commitment Review	Digital Government Index Method, Digital Maturity Assessment, GovTech Assessment, Digital Public Service Benchmarking
Verwandt	4	4
Zusammenfassung	A citizen's charter is a public statement of the service standards that citizens are entitled to expect from a public organisation — waiting times, response times, accuracy, courtesy and avenues of redress. Citizen's charter evaluation assesses whether an organisation actually meets the commitments it has published, by operationalising each standard, measuring real performance, and comparing performance against the promised threshold. Originating in the UK's 1991 Citizen's Charter programme and now embedded in OECD service-delivery and citizen-centred public-administration practice, charter evaluation turns service promises into accountable, measurable obligations.	Digital government assessment measures how far a public administration has moved beyond merely digitising existing processes toward becoming digital by design — using data, platforms and user-centred service design as core operating principles. The OECD Digital Government Index, built on its six-dimension Digital Government Policy Framework, is the leading instrument, scoring countries on dimensions such as being digital by design, data-driven, government as a platform, open by default, user-driven and proactive. Evidence is collected through a structured survey, verified, scored and aggregated into a weighted composite. It complements the supply-focused UN E-Government Development Index.