National E-Government Toolkit

Related SDGs: SDG 9, 11, 16, 17

Keywords: OSI, E-Government, Digitalization, Capacity Building
Language: English

Learning Outcomes

This toolkit equips you with the knowledge and resources to improve online public service delivery in your jurisdiction. Through clear guides, insightful examples, and practical tools, you'll gain the skills to deliver efficient, inclusive online services for people.

What you'll achieve:

  • Become an OSI Expert: Learn about each OSI component – from institutional framework to technology, participation, service and content provision – and HCI subcomponent – e-government literacy, with practical steps for improvement.

  • Empower Effective Service Delivery: Discover how to leverage technology and best practices to deliver essential services efficiently and inclusively, reaching all people.

  • Contribute to SDGs & Development: Understand how improved e-government drives progress towards Sustainable Development Goals (SDGs) and national development objectives.

Your learning journey:

  • Foundational Knowledge: Grasp the core principles of e-government, the significance of OSI, and the importance of measuring and evaluating progress.
  • Deep Dive into OSI: Explore each OSI component in detail with clear descriptions, practical guidelines, and real-world case studies to learn from successful implementations.
  • Expand Your Expertise: Gain additional insights into e-government literacy – a subcomponent of the Human Capital Index (HCI) – and delve into the Member State Questionnaire (MSQ) to understand data collection for e-government effectively.

Content and Structure

The Toolkit is comprised of the following modules and sessions that can be used to conduct a regional or national training:

Welcome & Course Overview 

Module 1. Introduction

Module 2. Features for a successful national e-government system

Module 2.1 Institutional Framework: Indicators (26) guide and cases

Module 2.2 Content Provision: Indicators (8) guide and cases

Module 2.3 Service Provision: Indicators (57) guide and cases

Module 2.4 E-Participation: Indicators (58) guide and cases

Module 2.5 Technology: Indicators (16) guide and cases

Module 2.6 E-Government Literacy (HCI subcomponent): Indicators (18) guide and cases

Module 3. Member States Questionnaire (MSQ)

Compendium of Best Practices around OSI

Submit your own best practice around OSI to show on the compendium here

Targeted Audience

  • ​​High-level civil servants responsible for digital transformation and public service delivery at the national level;

  • 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.


This toolkit serves as a comprehensive guide for users, presenting one indicative approach to understanding how to achieve specific features of the OSI instrument. 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, 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 national portals by clicking here and submitting through the provided Google form. ​

Additional Information 

Feedback Survey

The training toolkit is free of charge. If you have any questions about the toolkit, please send us an email at 

Download the Toolkit Package