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Innovation in Citizen Services Division (VPS/IFD/ICS); Social Sector (VPS/SCL/SCL); Country Department Southern Cone (VPC/CSC/CSC)
Between 2023 and 2024, the IDB, in collaboration with the governments of seven countries, conducted surveys exclusively targeting users of public services. The objective was to measure the experience of different population groups with government services and assess the government’s readiness for digital service delivery. These surveys, nationally representative of the user population, represent an innovative effort by emphasizing the collection of information on key variables such as sex, age, ethnicity, disability status, urban/rural location, and educational level of individuals who use government services. The questionnaires gathered data on connectivity, ownership of digital assets, digital skills, transactions carried out and the experience with those transactions, awareness of digital public services, and experience with specific social transactions. These surveys are part of a broader study on the use of public services at the nationally representative level, the resulting...
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