Informal MENA-OECD Expert Group event on Measuring Public Service Delivery (co-hosted by SIGMA). Introduction.

1. Measuring Public Service Delivery
Informal MENA-OECD Expert Group on Measuring Performance
in the Public Sector, in collaboration with SIGMA
📍 Paris - Hybrid meeting 📅 15 May 2023

2. Aims
• High relevance and importance of the topic in all countries / regions
• Workstreams in OECD
• 2022 Ministerial Declaration in Luxembourg: develop Recommendation on design of public services
• MENA OECD Programme
• SIGMA Programme
• Provide a platform to:
1. Exchange
2. Discuss
3. Learn
• Future events ?

3. Agenda
14.00 Opening and welcome
• Monica Brezzi, Head of Governance Indicators and Performance Division OECD
• Nick Thijs, Senior advisor, OECD SIGMA Programme
14.15 Session 1. Measuring public service delivery from a user perspective
• Customer Experience measurement, USA (Office of Management & Budget)
• Beneficiary Experience program & National Satisfaction Index, Saudi Arabia (ADAA)
15.15 Break
15.30 Session 2. Buidling a user-focused culture
• Towards Citizen-centric reforms, incl. barometer and observatory, Morocco (Ministry of Digital Transition & Administrative
Reform)
• Quality Customer Service Network, Ireland (Department of Public Expenditure)
16.30 Closure
• Miriam Allam, MENA-OECD Programme
• Ambassador Massimo Gaiani, Coordinator of the Department for European and International Affairs, National School of
Administration, Italy,

4. Measuring Public Service Delivery
Informal MENA-OECD Expert Group on Measuring Performance
in the Public Sector, in collaboration with SIGMA
📍 Paris - Hybrid meeting 📅 15 May 2023