Citizens and businesses increasingly demand public services that are better, faster, cheaper. They often prefer to be online, not in-line. Public administrations need to better understand needs and expectations, improve processes and simplify administration, ease access to services through one-stop shops or multi-channel delivery, exploit the advantages of eGovernment, interoperability, ‘once-only’ data registration and move towards ‘digital by default’ and ‘open by default’, commit to service standards and measure satisfaction, and manage their service portfolio more effectively. The need for public service reforms is explicitly stated in the strategic documents of all EaP countries, where re-engineering and digitalisation of these services is crucial and directly contributes to improving the performance of public institutions.
Re-engineering and digitalising public services
About
The Regional Project “Public Administration Reform in the Eastern Partnership Countries III” (2025-2027) implemented by GIZ is intended to support the modernisation of public administration in EaP countries in line with EU standards through regional co-operation. To achieve this objective, the project co-operates with EaP countries through intensive exchanges on different themes, including re-engineering of services and digitalisation. The key objective of SIGMA is to strengthen the foundations for improved public governance and public administration capacities among others in the EaP region. Because of this common agenda, GIZ and SIGMA have joined forces since 2023 and started to co-organise a series of academies on “Service Design and Delivery in Digital Age”. In line with this tradition, two academies will be organised in 2025.
Academies
In-depth learning and exchange experiences for key civil servants on human-centric design of public services and digital government.
In-country support
Organised in close collaboration with the European CAF Centre at EIPA
Establishing a sustainable quality management approach with the Common Assessment Framework (CAF), in close collaboration with the European CAF Resource Centre at EIPA.
Country dives are organised around four main activities:
Quality Management Roadmaps for the countries of Eastern Partnership
CAF Capacity Building or Pilot projects in EaP countries
Train the trainers for EaP selected institutions
Regional events with tailor made capacity building and knowledge dissemination.
High-level exchange on data protection
The third Data Protection Week for the Western Balkans and Eastern Partnership Region will be organised in close collaboration with ReSPA and RCC.
