Presentation by Minister Tamara Srzentic at seminar 1 held on 4 March 2021, which addresses life-events in public service delivery: what and how? This event takes place in the framework of a series of webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

1. Catalyzing a
People & Delivery
Centered Government
@TamaraSrzentic

2. The internet has changed everything.
Except one thing: our collective
commitment to people.
#ONETEAM

3. The people of public service are
impact-driven, working hard to meet the
changing expectations of the public,
communities and businesses.
Technology has not changed our shared
mission of service, it has just given us new
tools.
#ONETEAM

4. How might we create simpler, faster, better
services for the people of Montenegro,
together?
#ONETEAM

5. ➔ By delivering.
➔ By being willing to try new approaches.
➔ By working out loud, and in the open, to share
lessons learned and demonstrate change.
➔ By empowering and enabling people to think
differently about the way that we deliver
programs and make policy.
#ONETEAM

8. Mission for the Ministry of Public Administration,
Digital Society and Media is to become the ‘centre
of gravity’ for digital, service design skills and
leadership development inside the Montenegro
government.
But it’s people who are at the centre
of government. #ONETEAM

9. We have partnered with ministries to introduce
new practices, processes and methods of
designing, delivering and operating programs and
services
that meet people’s needs from the start.
#ONETEAM

10. ➔ Inclusion, Equity and Access are baked in our culture, processes and standards
➔ People are at the centre of service and policy design, actively participating in
government program development by telling us what they need and will use
➔ People have a common way to identify who they are when they interact with us
online through a single digital identity across government
➔ People don’t have to inform multiple ministries every time they move or change
information—government uses a ‘tell us once’ approach to data and information
➔ People have an easier time completing a task with government because common
transactional elements are in place for all online services (e.g., payments,
notifications, etc.), and designed to be interchangeable and built with open
standards
➔ People can track the progress we’re making because open performance metrics
are available online for all services
#ONETEAM

11. The problem: an implementation gap
Many of the policies
simply do not live up to
their intent.

12. We must learn to
drive policy and
operations around
delivery and users,
and complete the
feedback circuit.

20. Some of our key goals we are driving, modeling and fostering:
Responsible data management, people-centred services,
systems design and adaptability are public servants’ core
competencies
Leaders foster an environment of continuous improvement,
flatten out power structures, empower teams to try new things
and value experimentation and what failure teaches
Multidisciplinary teams work in the open, make only new
mistakes, and — whether distributed or co-located — have the
tools and technology they need to succeed
#ONETEAM

21. IT TAKES A VILLAGE
We need a legion of multidisciplinary teams who are unafraid of embracing new
approaches, engaging users and working, side by side, together.

23. Thank You!
@TamaraSrzentic