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mailto:sigmaweb@oecd.org
Tel: +33 (0) 1 45 24 82 00
www.sigmaweb.org
This document has been produced with the financial assistance of the European Union (EU). It should not be reported as representing the
official views of the EU, the OECD or its member countries, or of partners participating in the SIGMA Programme. The opinions expressed
and arguments employed are those of the authors.
This document, as well as any data and any map included herein, are without prejudice to the status of or sovereignty over any territory,
to the delimitation of international frontiers and boundaries and to the name of any territory, city or area.
© OECD 2022 – The use of this material, whether digital or print, is governed by the Terms and Conditions to be found on the OECD website
page http://www.oecd.org/termsandconditions.
SIGMA webinar series: Citizen-centric public services in the Western
Balkans
Session 1: Service design and user experience
📅📅 5 April 2022 (09:30 – 12:30 CET) 📍📍 Virtual event via ZOOM
ABOUT THE WEBINAR SERIES
In 2021, SIGMA organised a series of three webinars related to seamless service delivery in the Western
Balkan region, where concepts, methodologies, approaches and digital building blocks were presented and
illustrated with examples from public administrations from the EU and the Western Balkan region. The
materials are available here. This year’s series of webinars is a follow-up and is dedicated to the topic of
user-centric public services.
ABOUT THIS WEBINAR
Over the last few years, digital transformation has become a priority for every public organisation. Its
importance is undisputed and efforts are underway to create strategic and organisational capabilities that
enable public organisations to respond more successfully to user needs. In the context of the COVID-19
pandemic, it has become clear that digital tools, services, teams and skills are the future of public
administration. Digital skills will be of the utmost importance in meeting the challenges of the pandemic or
any other extraordinary situation in the future. The User-centric design, user experience (UX) and
 Webinar 1: Service design and user experience
The recent European Declaration on Digital rights and Principles proposes defining a set of principles
for a human-centred digital transformation in parallel to the user experience approach, which inevitably
influences the quality of services across all channels, both online and offline. , The User-centric design,
user experience and multi/omni-channel service delivery webinar will examine what could be done
differently in service delivery in the public administration and how quickly it could be done. The first
webinar highlights the design thinking approach and user experience methodology in public services.
What are they and how are they applied in practice? This webinar will be a mixture of methodological
presentations and practical public sector case presentations in which the lessons learned will be
presented and discussed in detail.
📅📅 5 April 2022 (09:30 – 12:30 CET)
📍📍 Virtual event via ZOOM - Register HERE
 Webinar 2: Digital identity and trust services
The second webinar will focus on digital identity (DI) and trust services as key enablers in reinforcing/
improving the digitalisation of public service delivery in the Western Balkan region. Acknowledging the
complexity of DI, the webinar will provide an overview of existing digital identity standards and
technologies with their advantages and disadvantages and take into account current and future
challenges for the region. Pathways on how to extend use and raise awareness of DI and how to use
it for cross border services will be explored.
📅📅 31 May 2022 (09:30 – 12:30 CET)
📍📍 Virtual event via ZOOM - Register HERE
 Webinar 3: Setting service standards and monitoring
Accelerated by the pandemic, the digital transformation of public administration in the Western
Balkans, the EU, and worldwide led to reconsideration of the concept of public (e)service life cycle and
altered the need for the standardisation of processes, products, and services. The third webinar will
concentrate on defining service standards in consultation with users, aligning services and service
provision in order to commit to these standards and monitoring them by actively seeking user
feedback.
📅📅 5 July 2022 (09:30 – 12:30 CET)
📍📍 Virtual event via ZOOM - Register HERE
2
multi/omnichannel service delivery webinar will examine crucial issues in the area of service delivery,
reflecting on what could be done differently in the public administration and how quickly it could be done.
Optimisation of processes (upgrading administrative procedures and digitalisation) and improving service
delivery would result in integrated service delivery in the back office supported by a multi/omni approach in
the front office. This type of approach, based on digital solutions, would provide a quick and systemic
response to allow users to co-design, co-decide, co-implement and co-evaluate services in the public
administration. Indeed, in this holistic manner, public administration could face a broad spectrum of
challenges and obstacles. During the seminar, experience in the context of multi/omnichannel public service
delivery will be shared, to demonstrate the enablers that are important for securing higher efficiency and
effectiveness and developing user trust and satisfaction.
AGENDA
09.30 Welcome
Nick Thijs, Senior advisor SIGMA
09.45 Citizen-centric design and user experience in public administration
Bruno Monteiro, Observatory for Public Sector Innovation (OECD - OPSI), former director of
LabX Portugal
10.15 Design thinking in re-designing services for disabled persons
Jolien Kouwenhoven, Ministry of Social Security (Belgium)
11.00 Using a design approach in the design of new web services in Montenegro
Marina Banovic, State Secretary, Ministry of Public Administration, Digital Society and Media
(Montenegro)
11.30 Reflections on user centricity in the Western Balkan Region
Milena Lazarevic and Milos Djindjic, Team Leader and Lead Researcher WeBER 2.0
11.50 Roundtable discussion
With speakers and participants
12.20 Conclusion
Nick Thijs, SIGMA
12.30 End of the webinar
Interpretation will be provided in Albanian, Macedonian and BSC languages
ABOUT SIGMA
SIGMA (Support for Improvement in Governance and Management) is a joint initiative of the OECD and the
European Union, principally financed by the EU. Its key objective is to strengthen the foundations for
improved public governance, and hence support socio-economic development through building the
capacities of the public sector, enhancing horizontal governance and improving the design and
implementation of public administration reforms, including proper prioritisation, sequencing and budgeting.
We have been working with our partners on strengthening their public governance systems and public
administration capacities since 1992.
CONTACT
Nick Thijs – Senior Policy Advisor, SIGMA (Nick.Thijs@oecd.org)
Maggie Redmond – SIGMA (Maggie.REDMOND@oecd.org)
www.sigmaweb.org

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Agenda service delivery webinar 050422

  • 1. 2 Rue André Pascal 75775 Paris Cedex 16 France mailto:sigmaweb@oecd.org Tel: +33 (0) 1 45 24 82 00 www.sigmaweb.org This document has been produced with the financial assistance of the European Union (EU). It should not be reported as representing the official views of the EU, the OECD or its member countries, or of partners participating in the SIGMA Programme. The opinions expressed and arguments employed are those of the authors. This document, as well as any data and any map included herein, are without prejudice to the status of or sovereignty over any territory, to the delimitation of international frontiers and boundaries and to the name of any territory, city or area. © OECD 2022 – The use of this material, whether digital or print, is governed by the Terms and Conditions to be found on the OECD website page http://www.oecd.org/termsandconditions. SIGMA webinar series: Citizen-centric public services in the Western Balkans Session 1: Service design and user experience 📅📅 5 April 2022 (09:30 – 12:30 CET) 📍📍 Virtual event via ZOOM ABOUT THE WEBINAR SERIES In 2021, SIGMA organised a series of three webinars related to seamless service delivery in the Western Balkan region, where concepts, methodologies, approaches and digital building blocks were presented and illustrated with examples from public administrations from the EU and the Western Balkan region. The materials are available here. This year’s series of webinars is a follow-up and is dedicated to the topic of user-centric public services. ABOUT THIS WEBINAR Over the last few years, digital transformation has become a priority for every public organisation. Its importance is undisputed and efforts are underway to create strategic and organisational capabilities that enable public organisations to respond more successfully to user needs. In the context of the COVID-19 pandemic, it has become clear that digital tools, services, teams and skills are the future of public administration. Digital skills will be of the utmost importance in meeting the challenges of the pandemic or any other extraordinary situation in the future. The User-centric design, user experience (UX) and  Webinar 1: Service design and user experience The recent European Declaration on Digital rights and Principles proposes defining a set of principles for a human-centred digital transformation in parallel to the user experience approach, which inevitably influences the quality of services across all channels, both online and offline. , The User-centric design, user experience and multi/omni-channel service delivery webinar will examine what could be done differently in service delivery in the public administration and how quickly it could be done. The first webinar highlights the design thinking approach and user experience methodology in public services. What are they and how are they applied in practice? This webinar will be a mixture of methodological presentations and practical public sector case presentations in which the lessons learned will be presented and discussed in detail. 📅📅 5 April 2022 (09:30 – 12:30 CET) 📍📍 Virtual event via ZOOM - Register HERE  Webinar 2: Digital identity and trust services The second webinar will focus on digital identity (DI) and trust services as key enablers in reinforcing/ improving the digitalisation of public service delivery in the Western Balkan region. Acknowledging the complexity of DI, the webinar will provide an overview of existing digital identity standards and technologies with their advantages and disadvantages and take into account current and future challenges for the region. Pathways on how to extend use and raise awareness of DI and how to use it for cross border services will be explored. 📅📅 31 May 2022 (09:30 – 12:30 CET) 📍📍 Virtual event via ZOOM - Register HERE  Webinar 3: Setting service standards and monitoring Accelerated by the pandemic, the digital transformation of public administration in the Western Balkans, the EU, and worldwide led to reconsideration of the concept of public (e)service life cycle and altered the need for the standardisation of processes, products, and services. The third webinar will concentrate on defining service standards in consultation with users, aligning services and service provision in order to commit to these standards and monitoring them by actively seeking user feedback. 📅📅 5 July 2022 (09:30 – 12:30 CET) 📍📍 Virtual event via ZOOM - Register HERE
  • 2. 2 multi/omnichannel service delivery webinar will examine crucial issues in the area of service delivery, reflecting on what could be done differently in the public administration and how quickly it could be done. Optimisation of processes (upgrading administrative procedures and digitalisation) and improving service delivery would result in integrated service delivery in the back office supported by a multi/omni approach in the front office. This type of approach, based on digital solutions, would provide a quick and systemic response to allow users to co-design, co-decide, co-implement and co-evaluate services in the public administration. Indeed, in this holistic manner, public administration could face a broad spectrum of challenges and obstacles. During the seminar, experience in the context of multi/omnichannel public service delivery will be shared, to demonstrate the enablers that are important for securing higher efficiency and effectiveness and developing user trust and satisfaction. AGENDA 09.30 Welcome Nick Thijs, Senior advisor SIGMA 09.45 Citizen-centric design and user experience in public administration Bruno Monteiro, Observatory for Public Sector Innovation (OECD - OPSI), former director of LabX Portugal 10.15 Design thinking in re-designing services for disabled persons Jolien Kouwenhoven, Ministry of Social Security (Belgium) 11.00 Using a design approach in the design of new web services in Montenegro Marina Banovic, State Secretary, Ministry of Public Administration, Digital Society and Media (Montenegro) 11.30 Reflections on user centricity in the Western Balkan Region Milena Lazarevic and Milos Djindjic, Team Leader and Lead Researcher WeBER 2.0 11.50 Roundtable discussion With speakers and participants 12.20 Conclusion Nick Thijs, SIGMA 12.30 End of the webinar Interpretation will be provided in Albanian, Macedonian and BSC languages ABOUT SIGMA SIGMA (Support for Improvement in Governance and Management) is a joint initiative of the OECD and the European Union, principally financed by the EU. Its key objective is to strengthen the foundations for improved public governance, and hence support socio-economic development through building the capacities of the public sector, enhancing horizontal governance and improving the design and implementation of public administration reforms, including proper prioritisation, sequencing and budgeting. We have been working with our partners on strengthening their public governance systems and public administration capacities since 1992. CONTACT Nick Thijs – Senior Policy Advisor, SIGMA (Nick.Thijs@oecd.org) Maggie Redmond – SIGMA (Maggie.REDMOND@oecd.org) www.sigmaweb.org