Re-engineering and digitalising public services

 

In designing and delivering services, public administrations should not only rely on their own expertise and insights. Public service users should be involved in expressing their needs and expectations, and already are more and more. Where traditional relationships with citizen-users were bureaucratic and hierarchical, the new relationships are instead more pluralistic and user-centric. This demands an approach from public administrations to getting citizens and businesses involved, with the aim of gaining an insight into their perceptions, expectations and commitment through active participation.

Presentations from the event Armenia’s e-Society & e-Economy: Service transformation through life events. Current digital transformation of the civil service in France by Hélène MARTIN (DGAFP) on 4 March 2025. Georgia - Human Centric Design and Delivery. HCD & DT Training presentation by Sandra Nesic & Goran Pastrovic on 5-6 March 2025. MOLDOVA - Public Services launched on the Electronic Services Development Platform. OECD Data Flows, Governance and Privacy by Clarisse GIROT(OECD) on 7 March 2025. OECD Recommendation on Human-Centred Public Administrative Services by Conor DAS-DOYLE (OECD) on 4 March 2025. Ukraine - TSNAP - Access to administrative services Ukraine - Digitalisation and DIIA Ecosystem. Ukraine - Service design and delivery in a digital age and in turbulent times.