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Title page 1

Contents 6

Foreword 4

Acknowledgements 5

Abbreviations and acronyms 8

Executive summary 10

1. Assessment and recommendations 13

Governance, investments and skills for resilient digital government 14

Unleashing data for trustworthy AI 17

Delivering digitally enabled public services that meet user needs 19

Using GovTech to drive an innovative public administration in Biscay 22

2. Governance, investments and skills for resilient digital government 26

Introduction 27

Contextual factors shaping digital government in Biscay 28

Institutional structure to drive digital transformation in government 29

Strategic direction of digital government in Biscay 33

Digital government investments in Biscay 38

Digital skills and talent for a resilient and agile public service 42

References 45

Notes 48

3. Unleashing data for trustworthy AI 50

Introduction 51

Data governance in the Provincial Council of Biscay 51

AI governance 56

References 59

4. Delivering digitally enabled public services that meet user needs 61

Introduction 62

Human-centred approaches to understand and meet user needs 63

Capabilities and enablers to deliver public services at scale and with pace 71

Oversight mechanisms for trusted public services 76

References 77

5. GovTech to drive an innovative public administration in Biscay 80

Introduction 81

Biscay's GovTech Lab 81

Applying the OECD's GovTech Policy Framework to Biscay's use of GovTech 84

References 96

Tables 7

Table 2.1. Main mandates and functions of the three organisations 31

Table 4.1. Available digital infrastructure across Biscay's provincial and local governments 72

Figures 7

Figure 2.1. The OECD Framework on the Governance of Digital Government 27

Figure 2.2. Spanish digital government maturity is above the OECD average 29

Figure 2.3. Position of the organisations-in-charge of digital government within the organigram of the Provincial Council 30

Figure 2.4. Governance model of the Biscay Digital Agenda 2027 32

Figure 2.5. FIELD/SCOPES: anticipatory governance mechanisms 38

Figure 2.6. Lantik's Integrated Quality Management System (SIGC) (to translate) 40

Figure 2.7. OECD Digital Government Investments Framework 41

Figure 2.8. OECD Framework for Digital Talent and Skills in the Public Sector 44

Figure 3.1. Data-driven public sector results by country, 2025 51

Figure 3.2. OECD framework for data governance in the public sector 52

Figure 3.3. OECD Framework for Trustworthy AI in Government 57

Figure 4.1. Good Practice Principles for Public Service Design and Delivery in the Digital Age 63

Figure 4.2. Only a few Biscay's public institutions are involving users across the service lifecycle 68

Figure 4.3. Involving users across the public service lifecycle 71

Figure 5.1. The OECD's GovTech Policy Framework 84

Boxes 7

Box 2.1. Structure and Key Initiatives of Biscay's Digital Agenda 2027 35

Box 2.2. The New South Wales Spatial Digital Twin: A Tool for Future-Oriented Governance 37

Box 2.3. New South Wales' use of gateway reviews and health checks to assure projects 42

Box 3.1. Data strategies at subnational level in Australia and Canada 53

Box 3.2. Structured re-use of open government data at subnational level 56

Box 3.3. Algorithmic transparency in the Netherlands 58

Box 4.1. OECD Recommendation on Human-Centred Public Administrative Services 62

Box 4.2. Biscay's digital strategy focus on human-centred public services 64

Box 4.3. Service channel management in Australia's New South Wales 66

Box 4.4. Service charters in Biscay 67

Box 4.5. Public service standards across OECD countries 68

Box 4.6. Providing support to people in situations of dependency 69

Box 4.7. A human-centred approach to digitalise tax services in Biscay 70

Box 4.8. Amigabilidad Digital - Biscay's digital inclusion initiative 70

Box 4.9. Key shared digital infrastructure in Biscay 73

Box 4.10. Izempe: managing digital identity in Biscay and the Basque Country 74

Box 4.11. Biscay's support for service design and delivery at local level 75

Box 4.12. Chile's service quality and user experience system 77

Box 5.1. Examples of pilots undertaken by Biscay's GovTech Lab 83

출판사 책소개

알라딘제공
Digital government maturity depends on strong institutional capacity, a dynamic innovation ecosystem and sustained political commitment to human-centred, proactive services. The Spanish province of Biscay has built on these strengths to use digital technologies more effectively and prepare for future challenges, supported by effective institutional co-ordination, shared delivery capacity and openness to technological experimentation. This Review evaluates the progress achieved by the Provincial Council of Biscay in establishing digital transformation as a core component of government action. It offers in-depth analysis and policy recommendations in four areas: governance and digital talent and skills; data and artificial intelligence; public service delivery; and GovTech collaboration. Its findings can help Biscay scale successful building blocks and pilots into consistent, trusted results across institutions and the territory, while shaping the next stage of its digital government agenda.

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