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Informal MENA-OECD Expert Group on Measuring Performance
in the Public Sector, in collaboration with SIGMA
Measuring Public Service Delivery
Hybrid meeting 15 May 2023
Room CC16, OECD – Paris and Zoom
Interpretation will be provided in English, French and Arabic.
Context
In order to deliver on good quality public services to the public, governments
must get an in-depth insight and understanding of users’ experiences with
public services and build a “user-centric culture” among public servants. Both
OECD and MENA governments have been active in recent years in
undertaking reforms to establish effective performance measurement and
user feedback systems for their public services. These initiatives aim to
enhance the design and delivery of public services, and continually seek to
better address the needs of the public and businesses. There is significant
scope for governments to improve their measurement and feedback systems
by learning from best practice internationally.
Aim and ambitions of the workshop
This workshop will gather representatives of MENA and OECD governments
to share experiences in collecting and using user experience information
from agencies delivering public services. The workshop is designed to
stimulate and encourage learning and the exchange of practical experiences,
with presentations from the various regions combined with time for
questions and discussions.
This workshop is envisioned as the first in a potential series of workshops
during 2023 and 2024 on topics linked to the area of performance
improvement and user-orientation.
3
This workshop is co-hosted by
the MENA-OECD Governance Programme and the SIGMA Programme
The MENA-OECD Governance Programme is
a strategic partnership between MENA and
OECD countries to share knowledge and
expertise, with a view of disseminating the
standards and principles of good governance
that support the ongoing reform process in the
MENA region. The Programme seeks to deliver
on the commitments laid out in the 2021 MENA-OECD Ministerial Declaration by
providing a sustainable framework for regional policy dialogue as well as for country-
specific projects across a wide range of public governance issues, including open and
clean government, machinery of government, rule of law, local governance, youth
empowerment, and gender equality. These projects reflect the commitment of MENA
governments to implement public sector reforms in view of unlocking social and
economic development and meeting citizens’ growing expectations for quality public
services, inclusive public policymaking, and transparency. The Programme’s mandate
is aligned with and actively contributes to the Programme of Work of the Public
Governance Committee.
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. In this context, SIGMA supports the EU Enlargement and
Neighbourhood policies, whose aim is to unite beneficiaries around a common project
by stimulating political and socio-economic reforms. In this context SIGMA works with
beneficiaries in the Western Balkans and Turkey, the European Neighbourhood Policy
East and South countries. SIGMA provides advice based on the experience of EU and
OECD member states and assesses progress in six areas of public administration
reform (PAR).
4
Introduction 14.00-14.15
• Welcome from the Chair
Monica Brezzi, Head of Governance Indicators and Performance Division OECD
Nick Thijs, Senior advisor, OECD SIGMA Programme
Session 1. Measuring public service delivery from a user perspective 14.15-15.15
This session will focus on how public agencies can utilise the views of public services users
as a critical performance measure. Many countries are shifting towards more widespread
and rigorous monitoring of how users experience public services, and how satisfied they are
with their interactions with public agencies. This session will look in more detail at methods
for measuring performance from the perspective of users. It will also cover how these can
be used to identify practical measures that public agencies can take to improve
performance.
Discussion questions
• How are user experiences with public services measured by governments?
• How are these views taken into account in improving performance?
• How does government work to improve user experience and satisfaction?
Presentations
• Saudi Arabia (ADAA), Beneficiary Experience program & National Satisfaction Index
• USA (Office of Management & Budget), Customer Experience measurement
[Coffee Break] 15.15-15.30
Session 2. Building a user-focused culture 15.30-16.30
Improving delivery for users requires governments to act effectively on the feedback they
receive. The session will present experience of how governments have worked to build a
“user-focused” culture in public service delivery. Approaches include: building regular
routines for presenting performance data; establishing reward systems for good
performance; and tasking the centre of government to ensure a user-focused culture is
central in service design and strategic planning. In all countries, regular engagement and
visible support from senior officials has been critical.
Discussion questions
• How is the use of user experience data promoted within your government?
• How is a user focus systematically included in service design across government?
• What mechanisms ensure that user experience data is consistently followed up?
• How is good performance rewarded? How is poor performance managed?
Presentations
• Morocco (Ministry of Digital Transition & Administrative Reform), Towards Citizen-
centric reforms, incl. barometer and observatory.
• Ireland (Department of Public Expenditure), Quality Customer Service Network
Close 16.30-16.45
• Performance and the OECD-MENA Governance Programme & Future events
• Closing remarks by Ambassador Luca Sabbatucci
• Thank you from the Chair

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  • 1.
  • 2. 2 Informal MENA-OECD Expert Group on Measuring Performance in the Public Sector, in collaboration with SIGMA Measuring Public Service Delivery Hybrid meeting 15 May 2023 Room CC16, OECD – Paris and Zoom Interpretation will be provided in English, French and Arabic. Context In order to deliver on good quality public services to the public, governments must get an in-depth insight and understanding of users’ experiences with public services and build a “user-centric culture” among public servants. Both OECD and MENA governments have been active in recent years in undertaking reforms to establish effective performance measurement and user feedback systems for their public services. These initiatives aim to enhance the design and delivery of public services, and continually seek to better address the needs of the public and businesses. There is significant scope for governments to improve their measurement and feedback systems by learning from best practice internationally. Aim and ambitions of the workshop This workshop will gather representatives of MENA and OECD governments to share experiences in collecting and using user experience information from agencies delivering public services. The workshop is designed to stimulate and encourage learning and the exchange of practical experiences, with presentations from the various regions combined with time for questions and discussions. This workshop is envisioned as the first in a potential series of workshops during 2023 and 2024 on topics linked to the area of performance improvement and user-orientation.
  • 3. 3 This workshop is co-hosted by the MENA-OECD Governance Programme and the SIGMA Programme The MENA-OECD Governance Programme is a strategic partnership between MENA and OECD countries to share knowledge and expertise, with a view of disseminating the standards and principles of good governance that support the ongoing reform process in the MENA region. The Programme seeks to deliver on the commitments laid out in the 2021 MENA-OECD Ministerial Declaration by providing a sustainable framework for regional policy dialogue as well as for country- specific projects across a wide range of public governance issues, including open and clean government, machinery of government, rule of law, local governance, youth empowerment, and gender equality. These projects reflect the commitment of MENA governments to implement public sector reforms in view of unlocking social and economic development and meeting citizens’ growing expectations for quality public services, inclusive public policymaking, and transparency. The Programme’s mandate is aligned with and actively contributes to the Programme of Work of the Public Governance Committee. 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. In this context, SIGMA supports the EU Enlargement and Neighbourhood policies, whose aim is to unite beneficiaries around a common project by stimulating political and socio-economic reforms. In this context SIGMA works with beneficiaries in the Western Balkans and Turkey, the European Neighbourhood Policy East and South countries. SIGMA provides advice based on the experience of EU and OECD member states and assesses progress in six areas of public administration reform (PAR).
  • 4. 4 Introduction 14.00-14.15 • Welcome from the Chair Monica Brezzi, Head of Governance Indicators and Performance Division OECD Nick Thijs, Senior advisor, OECD SIGMA Programme Session 1. Measuring public service delivery from a user perspective 14.15-15.15 This session will focus on how public agencies can utilise the views of public services users as a critical performance measure. Many countries are shifting towards more widespread and rigorous monitoring of how users experience public services, and how satisfied they are with their interactions with public agencies. This session will look in more detail at methods for measuring performance from the perspective of users. It will also cover how these can be used to identify practical measures that public agencies can take to improve performance. Discussion questions • How are user experiences with public services measured by governments? • How are these views taken into account in improving performance? • How does government work to improve user experience and satisfaction? Presentations • Saudi Arabia (ADAA), Beneficiary Experience program & National Satisfaction Index • USA (Office of Management & Budget), Customer Experience measurement [Coffee Break] 15.15-15.30 Session 2. Building a user-focused culture 15.30-16.30 Improving delivery for users requires governments to act effectively on the feedback they receive. The session will present experience of how governments have worked to build a “user-focused” culture in public service delivery. Approaches include: building regular routines for presenting performance data; establishing reward systems for good performance; and tasking the centre of government to ensure a user-focused culture is central in service design and strategic planning. In all countries, regular engagement and visible support from senior officials has been critical. Discussion questions • How is the use of user experience data promoted within your government? • How is a user focus systematically included in service design across government? • What mechanisms ensure that user experience data is consistently followed up? • How is good performance rewarded? How is poor performance managed? Presentations • Morocco (Ministry of Digital Transition & Administrative Reform), Towards Citizen- centric reforms, incl. barometer and observatory. • Ireland (Department of Public Expenditure), Quality Customer Service Network Close 16.30-16.45 • Performance and the OECD-MENA Governance Programme & Future events • Closing remarks by Ambassador Luca Sabbatucci • Thank you from the Chair