Embracing technology, the digital Dominican Republic has implemented various initiatives to enhance government services, streamline administrative processes, and improve overall efficiency. Has it been successful?
Well, in examining the digital governance of the Dominican Republic, it’s clear that while it has maintained high E-Government Development Index (EGDI) values in the range of 0.50-0.75, its progress has been somewhat stagnant. Being a small island developing state, the EGDI value of the Digital Dominican Republic surpasses the world average, indicating praiseworthy progress in digital governance.
The Dominican Republic’s EGDI value in 2022 is 0.6429, positioning it at 92nd place among the 193 countries assessed. Similarly, in the e-participation index (EPART), with a value of 0.4545, it ranks 86th. Unfortunately, this has resulted in the Digital Dominican Republic falling behind by 10 and 35 places, respectively, in just two years.
Agenda Digital 2030 – Digital Government Axis
The Dominican Republic’s Agenda Digital 2030 is an important framework aimed at enhancing the efficiency and transparency of public administration. The core objective of bringing the state closer to citizens aligns with global best practices for fostering improved quality of life.
- Main objectives: improve efficiency, transparency, and trust in the public sector for a better quality of life.
- Areas of action: adoption of digital technologies, inclusion interoperability, digital ID, data management, reliability.
These elements reflect a forward-thinking approach, considering the crucial aspects of digital governance.
What’s more, the rise in mobile device coverage and connectivity has notably influenced the adoption of mobile apps across governments in the region, including the digital Dominican Republic.
The Servicios Públicos RD mobile app is a practical manifestation of this trend, offering citizens convenient access to digital services. This shift towards mobile solutions reflects a recognition of changing user preferences and the need for accessible and user-friendly government services.
Also, I believe that fostering public-private collaboration is a key element in advancing the digital transformation agenda. The Agenda Digital 2030 recognises this by emphasising the importance of establishing a healthy ecosystem through collaboration between the public and private sectors. Interestingly, the Dominican Republic stands out as a country regularly using public-private partnerships (PPPs) to address digital transformation needs, according to a recent OECD report.
Measuring user experience in digital government services
In my view, measuring user experience in digital government services is a crucial aspect, and it’s interesting to see how the digital Dominican Republic is actively engaging in this area.
It serves as a valuable mechanism for evaluating the outcomes of digital investments after they’ve been implemented.
Now, looking specifically at the Dominican Republic, it’s notable that the Ministry of Public Administration (MAP) has taken on the responsibility for maintaining service quality. The issuance of resolution 03/2019 is a proactive approach to citizen satisfaction assessment across various layers of the public administration, encompassing central government, local governments, and autonomous institutions.
What I find commendable is the technical considerations outlined in the resolution regarding survey methodology.
The inclusion of specific questions covering aspects such as:
- accuracy,
- responsiveness,
- credibility,
- and trust in public services …
…Reflects a thoughtful and comprehensive approach to understanding user experiences.
Moreover, the fact that each institution is entrusted with conducting the survey and (subsequently) reporting the results to the MAP demonstrates a decentralised yet coordinated effort.
This approach ensures that diverse perspectives and unique challenges faced by different institutions are taken into account, contributing to a more nuanced and insightful overall evaluation.
Learning from others…
Something the Dominican Republic is “taking lessons” from gobal (digital) leaders, particularly by looking into implementing Estonia’s X-Road platform along with its open-source code.
I think this move indicates a strategic effort to enhance data interoperability and streamline data flows within the public sector.
Adopting common and open-source data interoperability tools at the national level is a smart starting point.
I believe it sets the stage for not only improving data access and sharing within the country but also lays the groundwork for potential collaboration across borders in the region.
Estonia’s X-Road platform (being a proven international model) brings with it a wealth of experience and best practices. I would also add that such cross-border data interoperability initiatives have the potential to foster collaboration and information exchange among neighbouring nations, leading to more efficient and integrated regional processes.
Final thoughts
While the country faces challenges reflected in the decline in EGDI and EPI values, the commitment to measuring user experience and implementing comprehensive strategies positions the Digital Dominican Republic for future success.
However continuous monitoring, adaptation, and addressing areas identified through surveys should be a priority for the years to come.
Sources:
https://publicadministration.un.org/egovkb/en-us/Data/Country-Information/id/51-Dominican-Republic
