Service delivery


Image © www.shutterstock.comThe state has a vital role in the delivery of a wide array of public services from justice and security to services for individual citizens and private enterprises. Besides traditional public services, such as health care or education, there are administrative services, such as delivery of licences and permissions, which are subject to regulation of administrative proceedings. Service delivery can be defined as any contact with the public administration during which customers – citizens, residents or enterprises – seek or provide data, handle their affairs or fulfil their duties. These services should be delivered in an effective, predictable, reliable and customer-friendly manner. Due to rapid expansion of the use of information and communication technologies, electronic service delivery is an effective means to reduce costs, both in time and money, for the customer as well as the government.

Good service delivery requires that:

  • The government understands the need to promote citizen-oriented administration.

  • Good administration is a policy objective put into practice coherently, through various regulatory and other mechanisms, to ensure quality public services.

  • Accessibility to public services is ensured.

SIGMA assists countries in enhancing their service delivery practices by:

  • Supporting the development, revision and implementation of regulations to help to ensur consistent and coherent administrative procedures and public liability.

  • Offering expertise in the use of quality assurance tools.

  • Providing diagnostic tools to help to monitor, assess and re-design the service delivery processes.


Get in touch with our team leader

Nick Thijs
Senior Policy Advisor
Service delivery
Tel: +33 (0) 1 45 24 92 45

Browse our publications on this area of expertise

Data portal: service delivery

 Credit to the TEN network and WeBER project




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