WSIS Action Line: C7 E-government: WSIS+20 and Two Decades of E-Government: Progress, Challenges, and the Road Ahead
UN DESA
Session 254
As the secretariat responsible for the WSIS+20 review process for the UN General Assembly, High-Level Meeting in December 2025, the United Nations Department of Economic and Social Affairs (UN DESA) will moderate this session on WSIS Action Line C7, which originated from the World Summit on the Information Society (WSIS) held in Geneva in 2003:
Action Line C7: E-Government
This session provides a focused opportunity to reflect on the role of e-government in promoting inclusive, transparent, and accountable public service delivery over the past 20 years.
Participants will hear reflections from the WSIS+20 Co-Facilitators who will frame an open roundtable discussion with e-government professionals on lessons learned, ongoing challenges such as digital divides and trust in government, and the future vision for digital public governance.
Objectives:
The consultation will provide all relevant WSIS stakeholders with an opportunity to contribute their views to the preparatory process specifically to Action Line C7 E-Government.
Guiding questions for the consultation:
How have e-government strategies contributed to improving public service delivery, transparency, and citizen engagement over the past two decades?
What are the most persistent challenges facing e-government today—such as digital access, trust, cybersecurity, or institutional capacity—and how can they be addressed?
How can governments design and deliver e-government services that are truly inclusive, user-centric, and accessible across all population groups?
What emerging technologies or policy approaches should be prioritized to strengthen e-government systems for the future?
What actionable inputs should be reflected in the WSIS+20 outcome to support the next phase of digital public governance?

H.E. Ms. Suela Janina, Albania’s Permanent Representative to the United Nations, plays a leading role in the WSIS+20 review as Co‑Facilitator, bringing to this session a focus on e-government and digital transformation under Action Line C7. Drawing on a distinguished diplomatic career and her academic expertise in international law and human rights, Ambassador Janina has championed digital governance reforms that enhance transparency, service delivery, and inclusive public participation. Her leadership in multilateral fora—spanning the EU, OSCE, and UN—positions her as a proponent for leveraging ICTs to strengthen institutions and support sustainable development.

H.E. Mr. Erastus Ekitela Lokaale serves as Kenya’s Permanent Representative to the United Nations and was appointed as co‑facilitator for the WSIS+20 review process. His career spans governance, climate policy, and human rights, reflecting deep commitment to inclusive digital transformation. As a former UNDP Programme Manager and Speaker of the County Assembly of Turkana, he helped design and implement ICT-enabled governance initiatives to improve transparency and service delivery at both local and national levels. Ambassador Lokaale’s experience bridging grassroots governance with international policy makes him a strong voice for people-centered, rights-based digital public infrastructure.

Deniz Susar is a Governance and Public Administration Officer, Digital Government Branch, Division for Public Institutions and Digital Government is a Governance and Public Administration Officer at the Division for Public Institutions and Digital Government of UNDESA. Deniz's main work areas include digital government and preparation of the biannual UNDESA flagship publication 'United Nations E-Government Survey'. As part of his current role, he also supports the Internet Governance Forum (IGF). His main research areas include e-government, open government, citizen engagement, internet governance, artificial intelligence and other frontier technologies and open government data. Deniz holds a Master Degree on International Political Economy and Development from Fordham University, New York, United States and a Computer Engineering degree from the Bosphorus University of Istanbul, Turkiye.

Eren Karaburun is an incoming JD candidate at The George Washington University Law School, where he will specialize in national security law and the regulation of emerging technologies. He currently serves at the United Nations Department of Economic and Social Affairs (UNDESA), Division for Public Institutions and Digital Government (DPIDG), supporting high-level research on AI governance, digital transformation, and institutional resilience. His prior experience includes work with the Superior Court of California and collaborating with the Brennan Center for Justice, where he contributed to research on legal gaps in U.S. AI legislation and disinformation policy. A graduate of New York University, Eren completed his thesis on the geopolitical and electoral implications of divergent U.S. and EU data privacy legislation and its impact on responsible AI development. His broader research interests include data governance, transatlantic regulatory harmonization, and public interest technology.
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C7. ICT applications: benefits in all aspects of life — E-government
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Goal 4: Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all
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Goal 8: Promote inclusive and sustainable economic growth, employment and decent work for all
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Goal 9: Build resilient infrastructure, promote sustainable industrialization and foster innovation
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Goal 10: Reduce inequality within and among countries
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Goal 16: Promote just, peaceful and inclusive societies
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Goal 17: Revitalize the global partnership for sustainable development
E-government contributes to SDG 16 by enabling transparent, accountable, and inclusive institutions. It also supports SDG 9 through digital infrastructure and SDG 10 by reducing access inequalities. The session supports SDG 17 by encouraging multi-stakeholder cooperation in digital governance.