As the fast-paced digital transformation brings tremendous opportunities for citizens to participate in society and the economy, these can be also undermined by the risks associated with how digital technologies are developed, used, and adopted. Embracing a human-centric approach to the digital transformation is essential to leverage its opportunities while managing related risks, in order to deliver results that benefit all and leave no one behind. Taking decisive steps to strengthen digital government is thus critical for governments to be able to meet today’s public governance challenges as well as the evolving needs of societies. Given the increasing adoption of digital technologies in the public sector, governments need to develop solid governance arrangements and capabilities that enable a fair, trustworthy, and sustainable digital transformation.
The digital transition of LAC governments follows a similar path as that observed across OECD member countries. Governments have embraced the adoption and use of digital tools for more transparent and efficient processes (e-government), reflected in public sector reforms and strategies to modernise services and digitise government institutions. These efforts are particularly relevant for addressing pressing regional priorities such as overcoming social, economic and digital inequalities, and for improving public sector transparency. Despite the progress made, LAC governments still face significant challenges in achieving a human-centric, integrated, and sustainable digital transformation of the public sector (digital government). While governments are addressing disparities in digital connectivity, concrete actions can be taken to secure an inclusive digitalisation of public services in the region.
First, LAC countries can prioritise strengthening the governance of digital government. Most countries have embedded digital transformation functions within the machinery of government; however, digital government authorities still require further empowerment, such as having a stronger role in setting standards and investment decisions. While mainstreamed, digital government strategies could be more ambitious and comprehensive to enable a system-wide digital transformation in the public sector. Digital government strategies in the region largely ignore several areas that, if prioritised, can produce long-lasting and effective results. These include the development of digital talent in the public sector; coherent approaches for more inclusive design and delivery of government services across levels of government; and the development of dedicated capacities to invest on digital government.
Second, more decisive actions are needed to enable data-driven public sectors in LAC. To develop a regional integrated public sector data approach, and reap the benefits of cross-border interoperability, LAC countries should formalise roles, functions and strategies for government data. Countries face significant challenges for effective data governance, including addressing legacy data infrastructure and interoperability systems to improve data access and sharing, as well as formalising the ethical use of data in the public sector. Despite the momentum achieved during the past decade, open government data policies require further institutionalisation and connection with broader regional agendas, including on climate change and the use of artificial intelligence (AI) in the public sector.
Finally, the digital transformation of LAC governments should result in more convenient, coherent, and responsive government services for individuals and businesses. Despite the increasing availability of public services through digital channels, LAC countries make less of an effort to understand users and their needs throughout service design. Similarly, further efforts are needed to ensure a seamless experience for users across online and offline channels. For example, further actions are needed to improve the mutual recognition and interoperability of digital tools among LAC governments to facilitate cross-border access to government services.