Local E-Government Toolkit
Empowering Local Governments Through Digital Transformation
Welcome & Course Overview
Module 1. Introduction
Module 2. LOSI
Module 3. About The LGQ
Module 4. Future of LOSI
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Welcome and Course Overview
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a. Acknowledgments
The Local E-Government Toolkit was developed by Ms. Angelica Zundel, Consultant for the Division for Public Institutions and Digital Government (DPIDG), at the Department of Economic and Social Affairs of the United Nations (UN DESA), under the supervision of Mr. Deniz Susar, Governance and Public Administration Officer for the DPIDG at the UN DESA. Inputs from Mr. Vincenzo Aquaro, Chief of Digital Government Branch for the DPIDG at the UN DESA, Dr. Delfina Soares, Director at the United Nations University Operating Unit, Policy-Driven Electronic Governance (UNU-EGOV), and Mr. Dimitrios Sarantis, Senior Research Analyst (UNU-EGOV), were instrumental in its creation. The toolkit's online implementation was overseen by Mr. Archie Kariuki, Associate Information Systems Officer for the DPIDG at the UN DESA.
This toolkit was developed with the participation of numerous contributors, by alphabetical order: Ms. Manal Khamis AL Afad, Dr. Ayman Alarabiat, Mr. Majed A. Alhaidar, Eng. Abdulrahman Almutairi, Ms. Sukaina Al-Nasrawi, Dr. Non Arkaraprasertkul, Prof. Maria Alexandra Viegas Cortez da Cunha, Dr. Gayatri Doctor, Brigadier General Muhammad Amirul Islam, Dr. Tae Hyung Kim, Mr. Sonesavanh Kittiphanh, Mr. Il-Han Kwon, Dr. Eugénio Macumbe, Prof. Harekrishna Misra, Ms. Atsuko Okuda, Mr. Dilshat Saitov, Dr. Abiyot Tehone, Mr. Sinachettra Thay, Mrs. Samphal Uk, Mrs. Huotely Yin, and Dr. Saleem Zoughbi have all played crucial roles as contributors.
b. Acronyms and Abbreviations
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c. Executive Summary
The Local E-Government Toolkit, a collaborative effort by UN DESA and UNU-EGOV, offers a comprehensive guide to enhance local e-government practices. This toolkit, interlinked with the 2024 LOSI, addresses the global need for inclusive, safe, resilient, and sustainable cities. It provides ready-to-use materials, methodologies, and approaches, catering to various stakeholders, including government officials, development partners, and academia. The toolkit's holistic development methodology promotes a whole-of-government approach, leveraging ICT, empowering staff, engaging people, fostering innovation, and driving institutional transformation. Released in multiple formats, the toolkit aims to continually evolve based on user feedback, supporting the digital transformation of local governments worldwide.
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d. Background
e.Toolkit Objectives
1. Showcase Challenges and Success Strategies:
2. Collective Content Sourcing:
3. General Applicability:
4. Practical Tools and SDG Integration:
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f. Target Audience
High-level civil servants responsible for digital transformation and public service delivery at the national and local levels;
Local government officials responsible for digital government;
Representatives of Management Development Institutions, especially those involved in capacity building in e-government;
Representatives of development partners involved in supporting digital transformation of public sector and public administration capacity development;
Academic institutions.
g. Intended Outcomes
Gain a Fundamental Understanding on Local Government Digitalization: Local Government Digitalization (LGD) principles, threats, opportunities, and the role of Measuring & Evaluating (M&E) at the local level.
Explore In-Depth Guides around LOSI: Learn more about specific LOSI areas, i.e. institutional framework, technology, participation and engagement, e-government literacy, services, and content provision.
Gain Complementary Insights: Access detailed insights on UN E-Government Survey findings and the Local Government Questionnaire (LGQ) and its value for the LOSI
Learn About The Typical Disabling and Empowering Conditions: Enablers and challenges faced by Local Governments in delivering public online services.
Find out How You Can Get Involved: Discover next steps for the LOSI, including expanding its user base and promoting the importance of measuring local e-government initiatives.
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h. General Principles
Inclusivity: Ensure digital services are accessible to everyone.
Transparency: Provide clear information about initiatives and processes.
Participation: Engage people for community-aligned solutions.
Privacy: Safeguard sensitive data, ensuring people confidence.
Interoperability: Integrate systems seamlessly for efficiency.
Capacity Building: Empower staff with digital skills.
Sustainability: Promote eco-friendly and viable digital solutions.
Accessibility: Ensure compliance for people with disabilities.
Innovation: Encourage creative solutions for civic challenges.
Community Engagement:
Involve people in decision-making.
Our toolkit focuses on key principles for successful local government digitization, these principles underpin our approach, fostering effective and people-centric digital governance:
i. How to Navigate This Guide
Begin your journey by grasping the fundamentals of Local Government Digitalization (LGD). Explore digitalization’s core principles, understand its threats, opportunities, the vital role of Measuring and Evaluating (M&E), primary challenges Local Governments face, and key enablers empowering local governments to provide people with effective and inclusive online services.
1. Introduction Chapters (III):
Delve deeper into specific LOSI areas, including findings from the UN E-Gov Survey. Guides 1 to 5 provide detailed descriptions and guidelines on how to assess and satisfy each LOSI indicator.
2. About LOSI (IV):
Gain essential knowledge about the Local Government Questionnaire (LGQ) including its value and the general process within LOSI. Understand key sections that local governments can enhance to bolster their digital efforts.
3. About The LGQ (V):
Discover the next steps for LOSI, focusing on expanding its user base and advocating for the importance of measuring local e-government initiatives.
5. Future of LOSI (VI):
→Holistic Approach: While categorized, we strongly encourage exploring all sections comprehensively. Sustainable LGD demands a synergistic approach, addressing diverse aspects collaboratively nationally and globally. Strategically utilize the provided resources to enhance your local government's digitalization efforts.
→Engage and Share: We invite you to immerse yourself in the content, apply the lessons, and share your triumphs and challenges within the vibrant LOSI Network. Together, let's pave the way for transformative digital governance.
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Disclaimer
This toolkit serves as a comprehensive guide for users, presenting one indicative approach to understanding how to achieve specific features. These guidelines are the result of desktop research but are not exhaustive, and users are encouraged to explore alternative methods.
The toolkit recognizes the diverse ways these features can be implemented across countries and cities, emphasizing that it is not prescriptive but rather a flexible resource. It does not assert that its suggestions are the only methods. Users are invited to share their insights and recommendations on how these features can be applied in local portals by clicking here and submitting through the provided Google form.
Your contributions are valued and will be duly acknowledged
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I. Introduction
a. Why is Local Government Digitalization important?
Our Common Agenda, a report presented by the Secretary-General to the General Assembly in 2021, highlights the importance of cities as “crucial and innovative drivers of global change today”.
Local Government Digitalization is crucial for efficient governance. It streamlines processes, improves service delivery, and enhances transparency. By offering online services and enabling data-driven decisions, it promotes civic engagement and strengthens the bond between people and authorities, leading to a more responsive and inclusive local governance system.
In recognizing digitalization's importance, we must address threats and seize opportunities to optimize the benefits and minimize adverse effects in local governance transformation.
Threats
Opportunities
b. Importance of Measuring & Evaluating
Accountability: M&E ensures that local governments are accountable for their digital initiatives. By tracking progress and outcomes, it becomes evident whether public funds and resources are being used effectively and transparently, fostering public trust in governance.
Effectiveness Assessment: M&E allows local governments to assess the effectiveness of digital programs and policies. It helps in understanding what works and what doesn't, enabling adjustments and improvements for future initiatives.
Resource Allocation: Through M&E, local governments can identify successful digital projects and allocate resources strategically. By focusing on initiatives that yield positive results, resources can be optimized, ensuring maximum impact with limited budgets.
Data-Driven Decision Making: M&E provides valuable data and insights. Local governments can use this data to make informed decisions, identifying trends, understanding people’s needs, and shaping future digital strategies based on evidence and real-world outcomes.
Quality Improvement: Regular evaluation helps in identifying gaps and areas for improvement in digital services. Feedback gathered through M&E mechanisms can be used to enhance the quality of services offered to people, leading to better user experiences
Measuring and Evaluating (M&E) of local government digitization efforts is crucial for several reasons:
b. Importance of Measuring & Evaluating (cont.)
Stakeholder Engagement: M&E involves engaging with various stakeholders, including people, government officials, and technical experts. This collaborative approach fosters a sense of ownership and ensures that digitalization efforts align with the actual needs and expectations of the community.
Long-Term Sustainability: By monitoring the impact of digitization efforts, local governments can plan for the long term. Understanding the sustainability and scalability of digital projects is essential for ensuring their continued benefits to the community over time.
Policy Development: M&E results can inform the development of policies and regulations related to digital governance. Insights gained from the evaluation process can guide the creation of effective policies that support the sustainable growth of digital initiatives.
Performance Measurement: M&E provides quantifiable metrics for measuring the performance of digital projects. These metrics can be used to set benchmarks, track progress, and demonstrate the value of digital initiatives to stakeholders and the public.
Continuous Improvement: Through regular evaluation, local governments can adopt a culture of continuous improvement. Lessons learned from M&E efforts can be applied to future projects, fostering innovation and adaptability in the ever-evolving digital landscape.
Measuring and Evaluating (M&E) of local government digitization efforts is crucial for several reasons:
c. Main Challenges for Local Governments
Low People Engagement:
Small percentage of people use city portals due to lack of awareness and perceived importance.
People, especially the elderly, prefer traditional methods, requiring persuasion to adopt digital technologies.
Regulatory and Legal Constraints:
Lack of regulations and legal instruments on Open Data hampers data sharing and transparency.
Lack of Government Awareness and Training:
Lack of awareness among government officials about the importance of electronic government, particularly in participation and engagement.
Limited uniform knowledge among technical-human resources regarding online service implementation tools and modalities.
Infrastructure and Access Barriers:
Limited access to high-speed internet in many areas, hindering digital adoption.
Limited digital infrastructure, including payment systems and online marketplaces.
Digital exclusion due to low accessibility, non-functional devices, and low connectivity, leaving many people behind.
c. Main Challenges for Local Governments (cont.)
Organizational Challenges:
Local governments lack dedicated units to implement digital government strategies.
Siloed work among city portal developers necessitates a common framework for integrated online service development.
Urban-Rural Disparities:
Urban-rural digital divide with wide internal disparities in internet availability and use, especially in less developed countries.
Cybersecurity and Resistance to Change:
Cybersecurity risks pose threats in the digital environment.
Resistance to change among businesses and individuals preferring traditional methods, creating cultural barriers to digital transformation.
Financial Constraints:
Cost constraints, especially for small and medium-sized enterprises, hinder the transition to digital technologies.
Limited Government Support:
Limited support and incentives from local governments for businesses and individuals to embrace digital technologies, hampering widespread adoption.
d. Key Enablers
1. Political Conditions:
2. Organizational Conditions:
3. Cultural Context & Human Capital:
4. Financial Conditions:
d. Key Enablers (cont.)
5. Communication Environment:
6. Technological Infrastructure:
7. Data & Information Systems:
a. Key LOSI findings of the 2024 E-Government Survey
City vs. National Portals: National portals outperform city portals, but continued monitoring is crucial to close the gap and drive digital transformation.
Progress: The average LOSI value stayed steady at 0.51 from 2022 to 2024, with slight improvements in most indicators.
Population Dynamics: Larger cities continue to lead in LOSI values due to greater resources and demand for digital services.
Regional Leadership: Europe maintains the highest LOSI average at 0.803, while many cities in Africa and the Americas still lack an online presence.
Criteria Compliance: The institutional framework has the highest compliance, with most cities meeting 75-100% of indicators, but service provision remains a challenge.
Technology Integration: Cities are increasingly adopting data-driven governance strategies, especially larger ones with more capacity for innovation.
Need for Monitoring: Continuous monitoring is essential to close digitalization gaps at all levels of government.
Implementation of LOSI indicators in city e-government portals
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
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II. LOSI
Local E-Government Toolkit
Empowering Local Governments Through Digital Transformation
Institutional framework
Indicator | Description |
Existence of an official city government-provided website | |
Existence of an organizational structure or chart of the local government | |
Information on local government heads and contacts of head of department | |
Information (content or documents) regarding people’s rights to access government information | |
Existence of government information proactively disclosed and made available online for everyone’s access, reuse and redistribution without restriction | |
Existence of links to any local/regional/national government agencies |
1. Municipal Portal (#281)
What | An official city government-provided website, which can be identified by the following: i) the domain name with the abbreviations for government (i.e.: gov; gob etc.) and for the city or country, ii) at the bottom of the page, the copyright (©) should mention the name of the city for that portal, e.g.: "Copyright © ... City. All Rights Reserved”. |
Why | Enhances transparency, improves communication with residents, and provides easy access to essential services and information, promoting civic engagement and efficiency in local governance. |
How? | Recommended steps:
For more information check out the U.S. Web Design System (USWDS) Guide or the UK government's design principles or the Europa Web Guide |
Case Examples 🌐 | For a list of cities' website portals, check out this page by UN DESA and click on each city to see their portals |
About Municipal Portals Globally�According to the 2024 UN DESA E-Government Survey
42 cities lack evaluated portals, down from 47 cities in 2022
151/193 cities assessed in LOSI of 2024 have accessible and assessed e-government portals
2. Organization structure/chart of the local government #215
What | A diagrammatic representation of the structure of a government organization or agency. It illustrates the hierarchy, relationships, roles, and responsibilities of various departments, units, and positions within the government. |
Why | A government organogram promotes transparency, accountability, efficient communication, people engagement, service access, and even legal and regulatory compliance in some cases. |
How? |
|
Case Examples
| Check out Buenos Aires’ Organogram (Only in Spanish) or Oslo’s Organizational Chart Submit your case here |
3. Names and titles of heads of department (#216)
What | A section, chart or webpage displaying the names, official titles, and contact information (such as phone numbers and email addresses) of individuals leading various government departments or ministries. |
Why | This information allows people, businesses, or other stakeholders to directly communicate with the heads of these departments regarding specific matters, services, or concerns. It also promotes transparency, accountability, and accessibility. |
How? | Indicative Steps:
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Case Examples
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What | Content or documents regarding citizens’ rights to access government (such as the Freedom of Information Act or Access to Information Act). |
Why | The right to access information enables all individuals to know how the decisions that affect them are made, how public funds are handled and according to which criteria institutions act. |
How? | Indicative Steps:
Check out the ICO’s guide for public authorities on applying freedom of information or the UK Governments’ Freedom of Information Code of Practice |
Case Examples | Check out Sofia’s Right of access by the data subject page Submit your case here |
4. Rights to access government information (#224)
5. Open data policy (#236)
What | Open Government Data (OGD) can be defined as government information proactively disclosed and made available online for everyone’s access, reuse and redistribution without restriction. |
Why | By making information accessible to people, it promotes transparency, accountability, innovation, efficiency, and people engagement, and fosters trust in public institutions. |
How? | Indicative Steps:
Check out UNDP’s Open Government Data Policies and Practices with select country cases guide |
Case Examples |
6. Links for government agencies (#242)
What | A dedicated section of relative hyperlinks to local/regional/national government agencies' official websites. |
Why | These links serve as direct access points, allowing residents to quickly find specific agency information, services, and resources. |
How? | Indicative Steps
For more tips, check out US GSA’s external links section or the UK’s guide on Adding links to content. |
Case Examples | Check out Singapore’ Government Directory Page Submit your case here |
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Implementation of institutional framework indicators in city portals (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
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Indicators 1.1-1.6: Case Example – Toronto�https://www.toronto.ca/
2. Content Provision
Indicator | Description |
Information or services on the MGP in another language besides the official or primary country language | |
Information about the history, geography, collectivities, demography, culture, tourism, economy, and nature of the municipality | |
Web push notification mechanism whereby people can receive updates or subscribe to keep updated about emergency situations | |
Information on the acquisition of goods, services or works from an external source by a government | |
Information on the results of acquisition of goods, services or works from an external source by a government | |
A list of services that includes information about each service | |
Information on initiatives undertaken in collaboration with 3rd parties | |
Information related to health matters | |
Information related to environmental matters |
2. Content Provision (cont.)
Indicator (cont.) | Description |
Information related to educational matters | |
Information related to social welfare | |
Information related to leisure, culture and sports matters | |
Information related to vulnerable groups | |
Information related to justice matters. | |
Information related to labor matters. | |
Evidence of smart cities initiatives or efforts. | |
Evidence of the municipality's use of any emergent technology (e.g., blockchain, artificial intelligence, IoT, etc.) | |
Evidence of quantitative data related to SDGs achievement in the municipality | |
Material relating to public transportation services or information | |
Evidence of mobile phone applications fulfilling/complementing a government related duty |
2. Content Provision (cont.)
Indicator (cont.) | Description |
Information related to waste reduction, recycling and reuse | |
Information related to road matters | |
Information data relating to user statistics | |
Evidence of a specific local government portal or a dedicated section addressing emergencies and disasters. | |
Information about air pollution-related policies | |
Indicators such as data, real-time data, and statistics related to air pollution? | |
Mechanism to measure user satisfaction | |
Data regarding portal user satisfaction | |
Information about upcoming events in the city | |
Section on news about the city |
1. Foreign language support (#212)
What | Provision of information or services in the MGP in another language besides the official or primary country language. |
Why | Ensures inclusivity and accessibility, enabling diverse communities within the municipality to access essential services, information, and resources effectively, fostering a sense of belonging and participation. |
How? | Indicative steps:
For more information check out US GSA Non-English Digital Content Guide: or Weglot’s guide |
Case Examples |
2. Municipality information (#217)
What | Information about the municipality such as the history, geography, collectivities, demography, culture, tourism, economy and nature of the municipality. |
Why | Fosters community engagement, promotes transparency, and enables residents and visitors to have a deeper understanding of the local area's heritage, resources, and opportunities. |
How? | Indicative steps:
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Case Examples |
3. Alerts for emergency situations (#218)
What | Information regarding the existence and use of a web push notification mechanism, whereby people can receive updates or subscribe to notifications to keep updated about emergency situations (weather, natural disaster, air pollution, flooding, earthquake, etc.). The information may be available in a link provided to the external platform used by the municipality. |
Why | Ensure the safety and preparedness of residents, providing real-time information that enables them to make informed decisions and take necessary precautions during emergencies. |
How? | Indicative steps:
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Case Examples |
4. Procurement announcements (#220)
What | A government procurement is the acquisition of goods, services or works from an external source by a government. Some governments may use the terms "tender" or "contract" instead and may provide a link to the external platform used by the municipality. |
Why | Essential for promoting transparency, encouraging fair competition, and ensuring that businesses and contractors have equal access to opportunities, fostering accountability and trust within the community. |
How? | Indicative steps:
For more information, check out this guide by the current author for digitalizing your procurement processes. |
Case Examples |
What | A government procurement is the acquisition of goods, services or works from an external source by a government. Some governments may use the terms "tender" or "contract" instead. Results of procurement processes are either indicated on the MGP or on the external platform used by the municipality |
Why | Crucial for transparency, ensuring accountability, and fostering public trust by demonstrating fair and responsible use of taxpayer funds. |
How? | Indicative steps:
For more information, check out this guide by the current author for digitalizing your procurement processes. |
Case Examples | Check out Abu Dhabi’s Government Procurement Gate. Submit your case here |
5. Procurement results (#221)
6. List of municipality provided services (#222)
What | The list of services includes information about each service (e.g. Name, Description, Process, Documents, Timetable, Cost, etc.). |
Why | Crucial for residents, providing clear guidance on services offered, ensuring transparency, and accessibility by empowering people with comprehensive knowledge about processes, requirements, and costs. |
How? | Indicative steps:
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Case Examples |
7. Services in partnership with 3rd parties (#223)
What | Initiatives undertaken in collaboration with 3rd parties (e.g. Crowdsourcing is the practice of funding a project or venture by raising monetary contributions from a large number of people, typically via the internet) |
Why | Vital for fostering transparency, promoting community engagement, and demonstrating the collaborative efforts between the government and local organizations to enhance public welfare and social development. |
How? | Indicative steps:
|
Case Examples | Check out Vancouver’s Community Economic Development (CED) Strategy or LOTI- London's local government’s innovation team on improving services and tackling London’s biggest challenges. Submit your case here |
8. Health information (#226)
What | Information related to health (e.g. coverage of essential health services, health emergency preparedness) |
Why | Ensures informed decision-making and community health awareness by providing residents with essential healthcare resources, guidance on preventive measures, & local health services. |
How? | Indicative steps:
|
Case Examples | Check out Buenos Aires’ page on Medical care and assistance (In Spanish): or Dubai’s dedicated Health portal. Submit your case here |
9. Environmental information (#227)
What | Information related to environmental matters (e.g. information about how to reduce greenhouse gas emissions). |
Why | Crucial for raising awareness, empowering residents with eco-friendly practices, and fostering a collective effort towards environmental sustainability and a greener community. |
How? | Indicative steps:
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Case Examples
| Check out Luxembourg city’s Environment Section and Thimphu Thromde’s Environment Page. Submit your case here |
10. Education information (#228)
What | Information related to education (e.g., information about early childhood development, care and pre-primary education). |
Why | Crucial for raising awareness, empowering residents with eco-friendly practices, and fostering a collective effort towards environmental sustainability and a greener community. |
How? | Indicative steps:
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Case Examples |
11. Social welfare information (#229)
What | Information related to social welfare matters (e.g., social benefits, information about specific programs/initiatives for specific groups). |
Why | Crucial for promoting social equity, assisting vulnerable populations, and ensuring residents have access to essential support programs, fostering an inclusive and caring community. |
How? | Indicative steps:
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Case Examples |
12. Sports and culture information (#230)
What | Information related to leisure, culture and sports matters (e.g., Sports, activities & fitness; Parks, playgrounds & open spaces; Events and tourism). |
Why | Enhances community well-being, promoting a healthy lifestyle, fostering cultural engagement, and encouraging tourism, creating a vibrant and connected local environment for residents and visitors alike. |
How? | Indicative steps:
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Case Examples |
13. Information for vulnerable groups (#231)
What | Information related to vulnerable groups (women, children, youth, persons with disabilities, older persons, indigenous peoples, people living in poverty etc.) |
Why | Crucial for promoting inclusivity, raising awareness about specific needs, and ensuring equitable access to essential services, fostering a more socially just and compassionate community. |
How? | Indicative steps:
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Case Examples |
14. Justice information (#232)
What | Information related to justice matters. Examples: Challenge a ticket, Request for Parking Fine Objection, Appeal municipal taxes, Municipal taxes: contesting assessment, intermediation |
Why | Vital for ensuring transparency, people empowerment, and easy access to essential legal information and services, fostering a fair and accountable civic environment. |
How? | Indicative steps:
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Case Examples |
15. Labor information (#233)
What | Information related to labor matters (also termed as employment or work) (e.g., Jobs and training; Skills; Unemployment benefits). |
Why | Empowers residents by facilitating access to employment resources, promoting skill enhancement, and ensuring social welfare, thereby fostering a thriving and economically stable local community. |
How? | Indicative steps:
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Case Examples |
16. Evidence of smart cities initiatives (#238)
What | A smart city utilizes technology and data-driven solutions to enhance urban living, focusing on improving infrastructure, efficiency, sustainability, and the overall quality of life for its residents. Evidence of Smart city initiatives/ efforts: (i) explicit announcements of smart cities initiatives, projects or services; (ii) the existence of a smart city strategy document or smart city plans; (iii) availability of smart services to people. |
Why | Demonstrates the city's commitment to leveraging technology for improved urban living, and informs people about the city’s efforts to create an efficient, sustainable, and technologically advanced urban environment. |
How? | Indicative steps:
Check out this EIP-SCC initiative guide: or the ADF’s guide. |
Case Examples |
17. Evidence of emerging technologies use (#239)
What | evidence of the municipality's use of any emergent technology (e.g., blockchain, artificial intelligence, IoT, etc.). These can be in the form of services and applications that use those technologies (e.g., applications in waste management, parking, transportation, lighting). |
Why | Showcases the city's forward-thinking approach but also informs citizens about the tangible, tech-driven solutions enhancing various aspects of urban life, fostering trust and engagement among residents. |
How? | Indicative steps:
For more information, check out the Saudi Arabia’s guide or IBM’s Report or the OECD’s AI policy observatory |
What | Evidence of the municipality's use of any emergent technology (e.g., blockchain, artificial intelligence, IoT, etc.). These can be in the form of services and applications that use those technologies (e.g., applications in waste management, parking, transportation, lighting). |
Why | Showcases the city's forward-thinking approach but also informs people about the tangible, tech-driven solutions enhancing various aspects of urban life, fostering trust and engagement among residents. |
How? | Indicative steps:
For more information, check out the Saudi Arabia’s guide or IBM’s Report or the OECD’s AI policy observatory |
Case Examples | Check out Seoul’s Big Data & AI page or London’s Charter on Emerging Technology Submit your case here |
18. Statistical data and studies (#243)
What | Quantitative data related to SDGs achievement in the municipality, in any format (statistical information, tables, graphs, studies, a Voluntary Local Review). Indicative SDGs topics include end poverty, zero hunger, good health and wellbeing, education, gender equality, clean water and sanitation, clean energy, decent work and economic growth, innovation and infrastructure, reduced inequalities, sustainable cities and communities, responsible consumption and production, climate, life below water, life below land, peace justice and strong institutions, partnerships). |
Why | Promotes transparency, informs people about the city's progress toward sustainable development goals, and fosters accountability, enabling an engaged and informed community. |
How? | Indicative steps:
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Case Examples |
19. Public transportation information (#282)
What | Material relating to public transportation services or information (e.g., timetables, route maps, information about fees and payment) or a link of a dedicated public transportation portal. |
Why | Enhances accessibility, provides vital information to residents and visitors, and encourages the use of eco-friendly transportation options, promoting a sustainable urban environment. |
How? | Indicative steps:
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Case Examples |
20. Evidence of mobile phone apps (#283)
What | Existence of mobile phone applications fulfilling/complementing a government related duty. |
Why | Enhances accessibility, facilitates convenient people engagement, and promotes efficient service delivery, empowering residents with instant access to essential information and services anytime, anywhere. |
How? | Indicative steps:
Check out the US DGA Guide or IBM’s guide. |
Case Examples |
21. Waste and recycling information (#284)
What | Information related to waste reduction, recycling and reuse, which can be found under an 'Environment and/or Green Spaces' or 'Living in ...' section. These sections will provide information on how/where people can proceed for the reduction, recycling or reuse of waste |
Why | Promotes environmental consciousness, educates residents about proper waste management practices, encourages community participation, fostering a cleaner and more sustainable living environment. |
How? | Indicative steps:
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Case Examples |
22. Road safety information (#285)
What | Information related to road matters, e.g., Report a Road Safety Issue, Road Traffic Collision Statistics, Road Improvement Schemes, Road safety advice (for schools and parents), Roadworks, closures and diversions. |
Why | Promotes awareness, educates residents about safe driving practices, and plays a significant role in reducing accidents, ensuring the well-being of the community and enhancing overall public safety. |
How? | Indicative steps:
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Case Examples |
23. MGP usage statistics (#289)
What | Data relating to user statistics for example new visits, total page views, average time on site etc. |
Why | Enables informed decision-making, optimizes user experience, and allows the local government to tailor online services to meet the needs of its residents, enhancing digital engagement and civic participation. |
How? | Indicative steps:
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Case Examples |
24. Emergencies and disasters information (#290)
What | Evidence of a specific local government portal or a dedicated section addressing emergencies and disasters i.e. flooding, public safety issues, COVID-19 pandemic. |
Why | Provides residents with accurate, real-time information during crises such as flooding, public safety issues, or pandemics like COVID-19, ensuring public safety, enhancing preparedness, and community resilience. |
How? | Indicative steps:
Check out FEMA’s Guide or British Columbia’s |
Case Examples |
25. Information about air pollution policies (#291)
What | Evidence of information relating to the city's policy statements or measures on air pollution on the municipal government website. |
Why | Essential for promoting transparency, raising public awareness, and encouraging collective efforts toward a cleaner and healthier environment for all residents. |
How? | Indicative steps:
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Case Examples |
26. Data related to air pollution (#292)
What | Evidence of a specific measurement of air pollution, such as metrics, graph, data, etc. on the municipal portal. |
Why | Crucial for providing real-time, accurate data to residents, fostering awareness, and empowering informed decision-making to address environmental concerns and improve public health. |
How? | Indicative steps:
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Case Examples |
27. User Satisfaction Mechanism Measure (#293)
What | Evidence of any mechanism explaining how user satisfaction is measured, such as using polls or questionnaires on the municipal website. |
Why | Essential to gauge user satisfaction, gather valuable feedback, and tailor services effectively, ensuring residents' needs are met and enhancing overall community engagement. |
How? | Indicative steps:
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Case Examples |
28. Data on user satisfaction (#294)
What | Provision of data showing a percentage or any statistical indicator pertaining to portal user satisfaction on the municipal website. |
Why | Crucial for transparency, demonstrating the municipality's commitment to quality services, and building trust with residents, enhancing the overall user experience on the municipal website. |
How? | Indicative steps:
|
Case Examples | Check out Vancouver’s Civic Service Satisfaction Survey including online services Submit your case here |
29. Upcoming Events in the city (#295)
What | Evidence of a section about upcoming events in the city on the municipal website |
Why | Vital for fostering community engagement, enhancing local participation, and keeping residents informed about cultural, social, and recreational activities in the city. |
How? | Indicative steps:
|
Case Examples |
30. News Section about the city (#296)
What | Evidence of a section about news related to municipal policy updates or meaningful stories of citizenry life. This could be a section that gives a list of current affairs in the city that keep residents updated, such as (local/national) new decisions/policy changes, new plans/programmes for city development, and the city activities/agreements aligned with global affairs. |
Why | Crucial for enhancing civic engagement, fostering community awareness, and promoting transparency by keeping residents informed about relevant local and global developments shaping their city. |
How? | Indicative steps:
|
Case Examples |
Implementation of content provision indicators in city portals: sectoral information (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
Implementation of content provision indicators in city portals: addressing everyday needs�(percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
3. Services Provision
Indicator | Description |
Online declarations to the municipality police | |
Online application for driver’s licenses | |
Online application for building permit | |
Online application for environment-related permit | |
Online application for business license | |
Online application for residency/permit | |
Online application for birth certificate | |
Online application for death certificate | |
Online application for marriage certificate | |
The ability to notify the government of moving/changing your address online. | |
The ability to apply for land title registration online. |
3. Services Provision (cont.)
Indicator | Description |
The ability to register your vehicle (car, truck, motorcycle, and others) online. | |
The provision by the government of an e-procurement platform for bidding processes/submission of tenders. | |
The ability to apply for local government vacancy positions online | |
The ability for individuals or business to file online tax and relative forms that are required to file | |
The possibility to pay online expenses related to any service provided by the government | |
The possibility to pay online for government related fines | |
The ability to pay for online expenses related to water utility | |
The ability to pay for online expenses related to electricity/gas utility | |
Information on services available to assist the homeless population. | |
The ability to use lost and found online services for residents or visitors | |
The ability to consult online for available/affordable housing |
1. Police online declaration (#253)
What | The ability for users to make declarations to the municipality police online, (e.g., declaring a theft). |
Why | Ensures swift reporting of incidents like theft, promoting community safety and enabling law enforcement to respond effectively. |
How? | Indicative steps:
|
Case Examples |
2. Online driver’s license (#254)
What | The ability for users to apply for driver’s licenses online through the MGP or an external website the MGP provides a link to. |
Why | Enhances people’s convenience, reduces administrative burden, and promotes efficient government services, streamlining the application process for residents while ensuring accurate and secure data submission. |
How? | Indicative steps:
|
Case Examples |
3.Online building permit (#255)
What | The ability to apply for a building permits online through the MGP or an external website the MGP provides a link to. |
Why | Enhances efficiency and convenience for people and businesses, streamlining the process, reducing paperwork, and ensuring quicker approvals, fostering economic development and adherence to regulations. |
How? | Indicative steps:
For more info, check out the current author’s full guide. |
Case Examples |
4. Online environment-related permit (#256)
What | The ability to apply for environment-related permits online through the MGP or an external website the MGP provides a link to. |
Why | Streamlines the application process, promote environmental compliance, and facilitate sustainable development practices within the community. |
How? | Indicative steps:
|
Case Examples |
5. Online business license (#257)
What | The ability to apply for a business license online through the MGP or an external website the MGP provides a link to. |
Why | Enhances efficiency, reduces paperwork, and provides convenient access for entrepreneurs, fostering a business-friendly environment within the municipality. |
How? | Indicative steps:
|
Case Examples |
6. Online residentship (#258)
What | The ability to apply for residency permits to stay online through the MGP or an external website the MGP provides a link to. |
Why | Improves people’s experience, ensuring a more efficient and convenient way for individuals to obtain necessary permits and stay compliant with regulations. |
How? | Indicative steps:
|
Case Examples |
7. Online birth certificate (#259)
What | The ability to apply for a birth certificate online through the MGP or an external website the MGP provides a link to. |
Why | Streamlines the process for parents, ensuring timely and accurate documentation for newborns, promoting efficiency, and enhancing overall user satisfaction. |
How? | Indicative steps:
|
Case Examples |
8. Online death certificate (#260)
What | The ability to apply death certificates online through the MGP or an external website the MGP provides a link to. |
Why | Ensures a seamless and efficient process for grieving families, simplifying administrative tasks during a challenging time and improving overall people service delivery. |
How? | Indicative steps:
|
Case Examples |
9. Online marriage certificate (#261)
What | The ability to apply for marriage certificates online through the MGP or an external website the MGP provides a link to. |
Why | Enhances individual convenience, streamlines bureaucratic processes, and promotes efficiency, ensuring that essential life events are registered accurately and promptly. |
How? | amental steps:
|
Case Examples |
10. Address change notification (#262)
What | The ability to notify the government of moving/changing your address online. |
Why | Enhances efficiency, ensures accurate individuals’ records, and facilitates seamless service delivery, promoting convenience and reducing bureaucratic delays. |
How? | Indicative steps:
|
Case Examples |
11. Online land title registration (#263)
What | The ability to apply for land title registration online through the MGP or an external website the MGP provides a link to. |
Why | Enhances accessibility, streamlines bureaucratic processes, and promotes efficiency, ensuring people can securely manage property transactions and reducing paperwork. |
How? | Indicative steps:
|
Case Examples | Check out New York’s “register your property” page. Submit your case here |
12. Online vehicle registration (#264)
What | The ability to register your vehicle (car, truck, motorcycle, and others) online through the MGP or an external website the MGP provides a link to. |
Why | Streamlines the process, enhances efficiency, and provides convenient access for residents, reducing paperwork, saving time, and improving overall civic engagement. |
How? | Indicative steps:
|
Case Examples |
13. e-Procurement service (#265)
What | The provision by the government of an e-procurement platform for bidding processes/submission of tenders. |
Why | Ensures transparency, enhances competition, and streamlines bidding processes, fostering fair and efficient access for vendors while promoting accountability and reducing corruption in public procurement. |
How? | Indicative steps:
Check out the full ITU Procurement Guidelines - United for Smart Sustainable Cities (U4SSC) |
Case Examples |
14. Online local government vacancies(#266)
What | The ability to apply for local government vacancy positions online on the municipal government portal |
Why | Enhances accessibility, streamlines the application process, and promotes equal opportunities, ensuring a more efficient and inclusive recruitment system for all residents. |
How? | Indicative steps:
Check out this guide by ebizneeds: or Workable’s |
Case Examples |
15. Personal/Business tax filing (#268)
What | The ability for residents or businesses to file online tax and relative forms that are required to file such as excise and employment taxes and various information returns, on the municipal government portal. |
Why | Enhances efficiency, reduces paperwork, and ensures accurate and timely submissions, thereby simplifying the tax process for businesses and promoting fiscal responsibility within the community. |
How? | Indicative steps:
|
Case Examples |
16. Online payment of services (#269a)
What | The possibility to pay online expenses related to any service provided by the government on the municipal government website. |
Why | Crucial for enhancing individuals’ convenience, ensuring timely payments, reducing administrative burdens, and promoting efficient, transparent, and accessible governance. |
How? | Indicative steps:
Check out Science Soft’s guide. |
Case Examples |
17. Online payment of fines (#269b)
What | The possibility to pay online for government-related fines on the municipal government website. |
Why | Crucial for enhancing individuals’ convenience, ensuring timely payments, reducing administrative burdens, and promoting efficient, transparent, and accessible governance. |
How? | Indicative steps:
Check out Science Soft’s guide. |
Case Examples |
18. Water payment (#286)
What | The ability to pay for online expenses related to water utility, either directly on the municipality website or through the indication of a link to an external portal where the payment can be made. |
Why | Enhances user convenience, promotes timely payments, and streamlines administrative processes, ensuring efficient and hassle-free transactions for residents. |
How? | Indicative steps:
Check out Science Soft’s guide. |
Case Examples | Check out Los Angeles' online utility payment page. Submit your case here |
19. Electricity/gas payment (#287)
What | The ability to pay for online expenses related to electricity/gas utility, either directly on the municipality website or through the indication of a link to an external portal where the payment can be made. |
Why | Enhances user convenience, promotes timely payments, and streamlines administrative processes, ensuring efficient and hassle-free transactions for residents. |
How? | Indicative steps:
Check out Science Soft’s guide. |
Case Examples |
20. Services/Information on homelessness (#297)
What | Evidence of services to assist the homeless population on the municipal portal. Services and information can cover free meals, emergency accommodation, hygiene and medical care, and volunteer projects |
Why | Crucial for providing essential support, promoting community welfare, and ensuring easy access to vital resources such as free meals, emergency accommodation, hygiene, medical care, and volunteer projects. |
How? | Indicative steps:
|
Case Examples |
21. Online Lost and Found claims services (#298)
What | The ability for residents and visitors to use online lost and found services such as filing police reports or sending inquiry forms to the municipality on the municipal government website. |
Why | Enhances efficiency, allowing residents and visitors to easily report incidents, ensuring swift response from authorities and improving overall community safety and satisfaction. |
How? | Indicative steps:
|
Case Examples |
22. Online Consultation for Affordable/ Available Housing (#299)
What | The ability consult online on the municipality website services for available/affordable housing |
Why | Promotes accessibility, transparency, and people engagement, ensuring that residents can easily access crucial information and participate in housing-related decisions. |
How? | Indicative steps:
|
Case Examples |
Implementation of services provision indicators in city portals (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
4. Participation & Engagement
Indicator | Description |
Responsiveness of the municipality to a set question sent by email / online. | |
The provision of a useful answer from the municipality to a specific question. | |
Provision of online sources of information related to its municipality budget. | |
Provision of open data in open formats. | |
The ability to report online any form of discrimination. | |
The provision of AI-enabled chat-bot" support functionality on the municipal government website | |
The ability to send a complaint/doubt/feedback to the municipality. | |
The provision of online tools to collect public opinion from people to inform policy deliberation processes. |
4. Participation & Engagement (cont.)
Indicator | Description |
The provision of participation possibility to the user regarding reporting of occurrences in public areas/spaces. | |
The provision of participation possibility to the user regarding participatory budgeting. | |
The provision of participation possibility to the user regarding the revision process of the territorial organization. | |
Information about any upcoming e-participation activities. | |
Proof of any outcome of e-consultation that resulted in a new policy decision. | |
The provision of e-voting services to support decision-making. | |
Provision of information on past and future public meetings of the municipality. |
1. Municipality responsiveness emails (#250)
What | Responsiveness of the municipality to a set question sent by email / online form in less than 3 business days. |
Why | Crucial for providing timely and efficient customer service, fostering trust, and ensuring residents' concerns are addressed promptly. |
How? | Indicative steps:
|
Guide | Check out the full author’s guide. |
2. Quality of email response (#252)
What | The provision of a useful answer from the municipality to a specific question by users within three days after sending it. |
Why | Demonstrates the municipality's commitment to prompt and effective communication, fosters trust with residents, and ensures their needs and concerns are addressed in a timely manner. |
How? | Indicative steps:
|
Guide | Check out the full author’s guide. |
3. Budget-related information (#219)
What | Provision of online sources of information (content or documents) related to its municipality budget (budget or policy) |
Why | Crucial for transparency, enabling residents to access vital financial data and policy documents easily, fostering accountability, and promoting an informed and engaged community. |
How? | Indicative steps:
|
Case Examples |
4.Open data provision (#236)
What | Provision of open data (datasets) available on the municipal government website or through the portal in open formats (TXT (plain text), CSV (comma-separated values) for spreadsheets. |
Why | Enhances transparency, enabling civic engagement, fostering innovation, and promoting accountability, as it allows residents, businesses, and researchers to access and utilize public data for various beneficial purposes. |
How? | Indicative steps:
Check out the World Bank’s open data toolkit or Open Knowledge Handbook |
Case Examples |
5. Report of any form of discrimination (#267)
What | The ability to report any form of discrimination (e.g. ethnicity, age, or gender) online, (e.g. declaring a question, concern or complaint regarding discrimination). |
Why | Ensures a safe, accessible space for residents to voice concerns, fostering inclusivity and allowing municipal authorities to address issues promptly, promoting a more equitable community. |
How? | Indicative steps:
To learn more, check out OHCHR Special Rapporteur on contemporary forms of racism |
Case Examples |
6. AI-enabled chat-bot functionality (#270b)
What | The provision of AI-enabled chat-bot" support functionality on the municipal government website. This can come in as AI-enabled chatbot functionality or Generative AI. |
Why | Provides real-time assistance, enhances people engagement, and fosters transparent, improving overall public service accessibility and satisfaction. |
How? | Indicative steps:
Check out dacast’s guide or touchpoint |
Case Examples |
7. Feedback/complaint submission (#271)
What | The ability to send a complaint/doubt/feedback to the municipality such as, a ""leave feedback"" feature asking for comments on the websites or the services. "Contact the Mayor" feature if exists can count. |
Why | Fosters people’s participation strengthens accountability and helps municipalities address concerns promptly, ensuring responsive and people-centric governance. |
How? | Indicative steps:
Check out accountablenow’s guide and UNHCR |
Case Examples |
8. Online deliberation processes (#272)
What | The provision of online tools available on the municipal government portal to collect public opinion from people to inform policy deliberation processes. "Possible tools include online fora, social media, online polls, online voting tools, online petition tools, chats, blogs. |
Why | These tools facilitate active people’s participation, ensuring diverse perspectives inform policy deliberations, fostering democratic governance and inclusive decision-making processes. |
How? | Indicative steps:
Check out UN DESA’ paper on E-participation or the OECD’s |
Case Examples |
9. Reporting of incidents in public spaces (#274)
What | The provision of participation possibility to the user regarding reporting of occurrences in public areas/spaces. These initiatives are typically known as ""My street""/""My city"" and are specific initiatives created by the local authority for people reporting about public occurrences (e.g. a hole in the street; a lamp not working). |
Why | Empowers people to report occurrences in public areas, ensuring quick response to issues like street damage or malfunctioning streetlights, fostering a safer and well-maintained community. |
How? | Indicative steps:
|
Case Examples |
10. Participatory budgeting (#275)
What | The provision of participation possibility to the user regarding participatory budgeting, either in the recent past (up to last 5 years) or in the near future. Many municipalities around the world are starting to engage their people in the discussion of the municipality’s budget, known as "participatory budgeting". |
Why | Empowers people to engage in crucial discussions about the municipality's financial allocations, fostering transparency, democratic decision-making, and community-driven development. |
How? | Indicative steps:
Check out People Powered’s guide or Democratic Society’s |
Case Examples |
11. Participatory land use plan (#276)
What | The provision of participation possibility to the user, in the recent past or near future, regarding the revision process of the territorial organization (management of the land, converting an area to a park) of the municipality. Many municipalities around the world are starting to engage their people in the processes of revising/restructuring/adjusting the way the municipality's land/territory is organized (this is also typically known as the "Municipality's territorial master plan"). |
Why | Fosters transparency and ensures community input, aligning urban development with the needs and aspirations of the residents. |
How? | Indicative steps:
Check out Maptionnaire’s guide or Place Changers’ |
Case Examples |
12. Announcement of upcoming e-participation activities (#277)
What | The provision of information about any upcoming e-participation activities. E-participation initiatives are initiatives offered to engage people in discussions, decision-making and policy-making. These can be identified through announcement(s), a calendar, of upcoming online consultation, voting forums, surveys, polls, etc. |
Why | Keeps people informed and engaged in decision-making, fostering transparency, inclusivity, and active civic involvement in shaping local policies and initiatives. |
How? | Indicative steps:
Check out OECD’s guide or the UNIDO |
Case Examples |
13. Feedback about consultation processes (#278)
What | The indication of any actual outcome of online (public) consultation that resulted in a confirmation in policy decision/regulation/service. The outcome can be summary reports, presentation slides, or article updates according to recorded public engagement activities. |
Why | Ensures transparency, accountability, and demonstrating the tangible impact of people’s input on local governance. |
How? | Indicative steps:
Check out OECD’s guide or the UNIDO |
Case Examples | Check out Madrid’s decidemadrid’s external website page including results of past consultations. Submit your case here |
14. e-Voting (#279)
What | The provision of e-voting services to support decision-making in local government, such as an actual electronic voting tool/process applied to any decision-making process. |
Why | Enhances democratic participation, making decision-making in local government more accessible and inclusive for people, ensuring their voices are heard effectively. |
How? | Indicative steps:
Check out National Democratic Institute’s guide |
Case Examples |
15. Information on the public meetings of the municipal council (#280)
What | Information on the public meetings of the municipality council, such as an announcement(s) or a calendar, of upcoming and/or past public meetings of the municipality council or minutes of past meetings. |
Why | Enhances transparency, fosters civic engagement, and empowers people to actively participate in the democratic process, ensuring an informed and involved local community. |
How? | Indicative steps:
Check out British Columbia’s open meetings guide. |
Case Examples |
Implementation of participation and engagement indicators in city portals (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
5. E-Government Literacy Index
Indicator | Description |
A search bar on the main web page of the municipal government portal. | |
Information on connecting to the city's free WIFI or statements of agreement with mobile operators | |
Information on government access to physical spaces for online services | |
Existence of a privacy policy or statement available on the MGP | |
The provision of relevant metadata about each open data file. | |
A Help or 'Frequently Asked Questions (FAQs)’ feature available on the portal. | |
Guidance or tutorials to people in understanding and using online services. | |
Any kind of authentication required to access online services or restricted-access areas (e.g., digital ID; login and password; mobile key) | |
The provision of "live chat" support functionality with municipality employees/officers in real time. | |
The provision of social networking feature(s) (e.g. Facebook, Twitter, YouTube, Flickr, etc.). |
1. Internal search mechanism (#206)
What | Qualified by a search bar on the main web page of the municipal government portal and verified through a search using one word. |
Why | Enables visitors to quickly and efficiently find specific information, services, or resources, enhancing user experience, promoting accessibility, and increasing overall user satisfaction and engagement. |
How? | Indicative steps:
For more information check out Lynton’s guide or Fresh Tech Tips. |
Case Examples |
2. Facilitation of free Internet access (#225a)
What | Evidence of government provision of free access to the Internet i.e. free WIFI in specific areas or agreement with mobile operators. |
Why | Vital for promoting digital inclusion, bridging the digital divide, and ensuring equal access to essential online services and information for all residents. |
How? | Indicative steps:
|
Case Examples |
3. Access to physical spaces for online services (#225b)
What | Information on the Municipal government portal of government provision of physical spaces i.e. community centers, post offices, libraries and personal assistance to access online services in these locations. |
Why | Crucial for ensuring inclusive and equitable access to government services, fostering digital literacy, and enhancing community engagement. |
How? | Indicative steps:
|
Case Examples |
4. Privacy policy (#234)
What | A formal statement, often found in the footer or home page either explicitly stated or in a related link, explains how the website collects, processes, stores, & protects the personal information of its users. |
Why | Essential for establishing trust with users, ensuring compliance with relevant privacy laws and regulations, and demonstrating the government’s commitment to protecting individuals’ privacy |
How? | Indicative Steps: 1. Clear Language:
3. Processing & Storage:
4. Security Measures:
5. User Rights:
6. Legal Compliance:
Check out wikiHow’s on How to Create a Website Privacy Policy or The U.S. General Services Administration section on Privacy and identity management |
Case Examples |
5. Open data metadata (#237)
What | The provision of relevant metadata, such as description, date, author, and other relevant information about each open data file by the municipal government website. |
Why | Enhances data transparency, facilitates accurate understanding and usage, and allows users to assess the data's relevance and reliability, promoting informed decision-making and fostering trust in the municipal government |
How? | Indicative steps:
Check out Ireland’s Open Data Portal Guide or Center for Gov |
Case Examples |
6. Online user support (#240)
What | Defined by a Help or 'Frequently Asked Questions (FAQs)’ feature available on the portal. This feature is intended to help the user navigate the site and finding information and/or providing the user with an extensive knowledge base of commonly asked questions that users pose in their search for information. |
Why | Provides instant, accurate, and accessible information, enhancing user experience, and promoting efficient communication between the government and people. |
How? | Indicative steps:
For more information check out WebFx’s guide on Help Features or Zendesk’s guide for FAQs. |
Case Examples |
7. Information on online services use (#241)
What | Defined by evidence that the portal offers guidance or tutorials to people in understanding and using online services, e.g. Help-Link. These can also come under the form of training manuals and/or tutorials aimed at helping users to better understand how to access and use online services. |
Why | Empowers people by providing clear instructions, fostering digital literacy, and ensuring that all residents can confidently access and utilize online services effectively. |
How? | Indicative steps:
For more inspiration, check out the UAE’s tutorial for e-services. |
Case Examples | Check out Helsinki’s digital support page. Submit your case here |
8. Portal authentication (#245)
What | Also referred to as "e-ID" in some countries, it can be used through secure login methods, such as usernames, passwords, or multi-factor authentication to offer personalized online/mobile services to the user. Portal authentication ensures that the user's identity has to be verified when getting online. |
Why | It ensures that individuals interacting with the portal are genuine and authorized, safeguards sensitive government data and services, enhancing online security and user trust. |
How? | Indicative Steps
Check out UK’s National Cyber Security Center Guide or OWASP’s Authentication Cheat Sheet |
Case Examples |
9. Live chat support with a person (#270a)
What | The provision of "live chat" support functionality with municipality employees/officers in real time . This covers real-time interaction through a person via different channels "click to chat", webchat, WeChat, WhatsApp, text messaging, and other live support functions. |
Why | Provides real-time assistance, enhances people’s engagement, and fosters transparent communication between residents and municipality employees/officers, improving overall public service accessibility and satisfaction. |
How? | Indicative steps:
Check out dacast’s guide or touchpoint |
Case Examples |
10. Social networking features (#273)
What | The provision of social networking feature(s) (e.g. Facebook, Twitter, YouTube, Flickr, etc.) on the portal. |
Why | Fosters direct and interactive communication with people, enhances transparency, and encourages community engagement, creating a dynamic platform for sharing information and gathering public input. |
How? | Indicative steps:
Check out Sprout social’s guide or Verbit’s |
Case Examples |
Implementation of e-government literacy indicators in city portals (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
6. Technology
Indicator | Description |
Evidence of a “contact us” feature (e.g. phone numbers, email addresses, physical addresses, and sometimes online forms) | |
The ability of the portal to function correctly and consistently across different web browsers, operating systems, and devices. | |
Ease of finding the municipal government portal on the first result page of the three most popular search engines used in the country. | |
The portal displays and works well (is navigable and usable) when accessed through a mobile device (e.g., smartphone, tablet). | |
A sitemap or index with a list of all the available pages within the website accessible to users. | |
Advanced search options that allow users to run custom searches with specific text, indicate unwanted words, specify date ranges, language options, etc. |
6. Technology (cont.)
Indicator | Description |
Compliant with the markup validity standards set by the World Wide Web Consortium (W3C). | |
Compliant with the CSS style sheet standards set by the World Wide Web Consortium (W3C). | |
Compliant with the WCAG 2.1 LEVEL AA standards set by the W3C. | |
The ability for users to access their own data (local government has on record). | |
The ability for users to modify their own data (local governments have on record). | |
A helpdesk call number for supporting people who face difficulties in executing their services online. |
1. Contact details (#214)
What | Commonly known as a “contact us” feature, it can come in a variety of formats (e.g. phone numbers, email addresses, physical addresses, and sometimes online forms) |
Why | Enables easy and direct communication between residents, businesses, and government officials, fostering transparency, accessibility, and efficient resolution of civic issues and inquiries. |
How? | Indicative steps:
For more information check out Nielson Norman Group guide or US EPA guide. |
Case Examples |
2. Browser compatibility (#201)
What | Refers to the ability of the portal to function correctly and consistently across different web browsers, operating systems, and devices. By accessing http://gs.statcounter.com/browser-market-share and checking for the three most popular web browsers used in the country, the municipality website’s compatibility can be assessed by checking on each of these three web browsers. |
Why | Ensures that all residents, regardless of their choice of web browser or device, can access essential information and services easily, promoting inclusivity and enhancing civic engagement. |
How? | Indicative steps:
For more information check out the UK Gov’s guide or W3C’s guide |
Case Examples 🌐 | Check out https://gs.statcounter.com/search-engine-market-share to see your region’s main browser share |
3. Ease of portal finding (#202)
What | Ease of finding the municipal government portal is understood as being found on the first result page of the three most popular search engines used in the country, this can be checked by accessing http://gs.statcounter.com/browser-market-share to see which are the most popular search engines |
Why | Most users rarely venture beyond the first page, this ensures easy access to vital information and services, enhancing user satisfaction, and fostering efficient civic engagement. |
How? | Indicative steps:
For the complete guide by the current author click here. |
Case Examples 🌐 | For more information check out the Semrush Blog: or Google’s Developer guide |
4. Mobile device accessibility (#204)
What | A responsive web design when the portal displays and works well (is navigable and usable) when accessed through a mobile device (e.g., smartphone, tablet). The portal could be provided through a regular web browser (responsive/adaptive website) or through a mobile application. |
Why | Ensures residents can conveniently access vital services, and information, and engage with local government, fostering inclusivity and enhancing civic participation on smartphones and tablets. |
How? | Indicative steps:
|
Case Examples 🌐 | For more information check out the W3C’s Mobile Accessibility Guide or the US GSA’s guide. |
5. Navigability (#205)
What | Navigability is checked via a sitemap or index that has a list of pages of a web site accessible to users. It is a web page that lists all the available pages within the website, typically organized in a hierarchical fashion. This helps visitors and search engine bots find pages on the site. |
Why | Crucial as it provides a structured, organized map of the website's content, making it easier for visitors and search engines to navigate and access relevant information efficiently. |
How? | Indicative steps:
For more information check out Google’s guide. |
Case Examples |
6. Internal advanced search mechanism (#207)
What | Advanced search options may include features that allow users to run custom searches with specific text, indicate unwanted words, specify date ranges, language options, etc. There can also be options available to refine the results after the search page. |
Why | It allows users to refine their queries, enabling precise and efficient access to specific information or services, enhancing user satisfaction and usability. |
How? | Indicative steps:
For more information check out UXPin’s guide or HubSpot Tips |
Case Examples |
7. Alignment with markup validation standards (#208)
What | Defined as compliant with the markup validity standards set by the World Wide Web Consortium (W3C). This can be verified via https://validator.w3.org/ inserting the link of the municipality, using the default options and clicking ""check"". Evidence of “read timeout" or "errors" by the tool indicates a lack of alignment. |
Why | Ensures accessibility, interoperability, and a consistent user experience, promoting inclusivity and adherence to global web development best practices. |
How? | Indicative steps:
|
Guide | For more information check out W3C’s guide. |
8. Alignment with display standards (#209)
What | Defined as compliant with the CSS style sheet standards set by the World Wide Web Consortium (W3C). Can be checked via https://jigsaw.w3.org/css-validator/ and by pasting the link of the municipality using the default options and clicking "check. Evidence of "errors" by the tool indicates a lack of alignment. |
Why | Ensures consistent design, efficient maintenance, and seamless user experience across various devices, promoting accessibility and enhancing the site's credibility and professionalism. |
How? | Indicative steps:
|
Guide | For more information check out W3C’s guide. |
9. Alignment with Accessibility standards (#210)
What | Defined as compliant with the Web Content Accessibility Guidelines (WCAG2.1), specifically the WCAG 2.1 LEVEL AA standards set by the World Wide Web Consortium (W3C). This can be verified via https://www.tawdis.net/ with default Level AA options selected and pasting the URL link in the box and pressing analyzing. Evidence of ”problems" indicated by the summary page. |
Why | Ensures accessibility for all users, including those with disabilities, promoting inclusivity, equal access to information, and a seamless online experience for everyone. |
How? | Indicative steps:
For more information check out W3C’s guide. |
Case Examples |
10. Personal/ Business Data accessibility (#246)
What | Defined as the ability for users to access their own data (that local government has on record), on the government portal, such as (but not limited to) data on social security, vehicle registration, etc. |
Why | Ensures transparency, fosters public trust, and empowers people to access their own information, promoting accountability and civic engagement. |
How? | Indicative steps:
|
Case Examples | For more Warsaw’s page on personal data processing or Check out Singapore’s business tax registration app. Submit your case here |
11. Personal/ Business Data updating (#247)
What | Defined as the ability for individuals to modify part of their own data (that local governments have on record). |
Why | Vital for people to maintain accurate information, ensuring efficient communication, improved service delivery, and fostering a sense of control and ownership over their data. |
How? | Indicative steps:
For more information check out the current author’s guide. |
Case Examples | For more Tallinn’s informative page on personal data updating or Check out Dubai’s Smart Supplier App allowing businesses to register and modify their data Submit your case here |
12. Helpdesk call number (#288)
What | Defined as a helpdesk call number for supporting people who face difficulties in executing their services online or through any digital channel. |
Why | Provides efficient and accessible support to residents and businesses, ensuring timely assistance, and enhancing overall community satisfaction with government services. |
How? | Indicative steps:
|
Case Examples |
Implementation of technology indicators in city portals (percentage of cities)
Source: UN E-Government Survey 2024, UN DESA
These numbers are represented by the 151 cities assessed for the 2024 LOSI
Public Institutions
V. About The Local Government Questionnaire (LGQ)
Public Institutions
a. About the LGQ - Process
Public Institutions
b. About the LGQ - Value
Find out more about the LGQ
As part of the 15th International Conference on Theory and Practice of Electronic Governance (ICEGOV 2022), the UN a study that evaluates e-Government features in major cities globally through a questionnaire. Findings suggest ways to enhance local e-Government development. Analysis of responses from 42 cities shows widespread e-Government practices, mostly aligned with national regulations. The study also shows that there's a need for more organized online services provision and people’s satisfaction. Social media platforms are increasingly vital for resident engagement. COVID-19 initiatives demonstrated the effective use of technology during crises, while emerging technologies offer solutions for urban challenges. The study contributes to ongoing discussions on a global assessment scheme for digital development in local governments.
Click here to download the paper: https://collections.unu.edu/view/UNU:9007#viewAttachments
Public Institutions
VI. Future of LOSI
Public Institutions
a. Bringing LOSI Globally
Join us in shaping the future of e-government initiatives and fostering global collaboration.
b. Join the LOSI Network
Public Institutions
We’ve created a Google Group!
A unified platform promoting the exchange of ideas, questions, answers, and best practices around local e-government.
It is designed to empower local government officials and affiliated individuals, enabling them to enhance the effectiveness of e-government initiatives within their specific jurisdictions.
If interested in joining, please click here
Public Institutions
Please share �your experience!
Let us know what you think about this Local E-Government Toolkit and share your feedback on the following online form. We will use your input and suggestions to further improve the toolkit.