Presentation given by Moldova at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 4: Gathering user insights and feedback.
Policy Brief : Co-creation as a way to facilitate user-centricity and take-up...Mobile Age Project
Mobile Age project: https://www.mobile-age.eu/
This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 693319.
This material reflects only the author's view and the Research Executive Agency (REA) is not responsible for any use that may be made of the information it contains.
OECD Recommendation on Digital Government StrategiesOECD Governance
This Recommendation aims to support the development and implementation of digital government strategies that bring governments closer to citizens and businesses. It recognises that today’s technology is not only a strategic driver for improving public sector efficiency, but can also support effectiveness of policies and create more open, transparent, innovative, participatory and trustworthy governments. However, the multiplication of technological options may give rise to new risks and greater societal expectations that governments are not always fully prepared to address. Many governments still do not see technology as a collaborative means to shape public governance outcomes. A “business as usual” approach to technology that reinforces existing internal government processes only leads to failed projects and public criticism.
The Recommendation can enable a fundamental shift from citizen-centric approaches (government anticipating the needs of citizens and businesses) to citizen-driven approaches (citizens and businesses formulating and determining their needs in partnership with governments). For more information: : http://www.oecd.org/gov/public-innovation/recommendation-on-digital-government-strategies.
Need, importance and benefits of digitisation of public sector by using digital technologies as an integrated part of its service delivery mechanism cannot be overemphasised.
However, despite recognizing the need for the digitization of public services, governments in the developing countries are not giving it the importance it deserves.
In this presentation, I discuss the four areas to focus, four public policy issues to tackle and four steps to take for putting a country to its long-term trajectory of digital transformation
Policy Brief : Co-creation as a way to facilitate user-centricity and take-up...Mobile Age Project
Mobile Age project: https://www.mobile-age.eu/
This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 693319.
This material reflects only the author's view and the Research Executive Agency (REA) is not responsible for any use that may be made of the information it contains.
OECD Recommendation on Digital Government StrategiesOECD Governance
This Recommendation aims to support the development and implementation of digital government strategies that bring governments closer to citizens and businesses. It recognises that today’s technology is not only a strategic driver for improving public sector efficiency, but can also support effectiveness of policies and create more open, transparent, innovative, participatory and trustworthy governments. However, the multiplication of technological options may give rise to new risks and greater societal expectations that governments are not always fully prepared to address. Many governments still do not see technology as a collaborative means to shape public governance outcomes. A “business as usual” approach to technology that reinforces existing internal government processes only leads to failed projects and public criticism.
The Recommendation can enable a fundamental shift from citizen-centric approaches (government anticipating the needs of citizens and businesses) to citizen-driven approaches (citizens and businesses formulating and determining their needs in partnership with governments). For more information: : http://www.oecd.org/gov/public-innovation/recommendation-on-digital-government-strategies.
Need, importance and benefits of digitisation of public sector by using digital technologies as an integrated part of its service delivery mechanism cannot be overemphasised.
However, despite recognizing the need for the digitization of public services, governments in the developing countries are not giving it the importance it deserves.
In this presentation, I discuss the four areas to focus, four public policy issues to tackle and four steps to take for putting a country to its long-term trajectory of digital transformation
KEY IDEAS:
- Having e-services is not the last goal
- Going in the right direction: Government creating public value through Openness
- Being aware! Values and citizen complexity and policy dilemmas
THE JOURNEY
- Where are we? What is working? What is not?
- Service consumption but lack of content consumption
- Citizen engagement and active participation
- Moving forward: Smart Government – Happy People
From enabler to platform
THE FRAMEWORK
A framework within which values, citizen complexity, their needs and policy dilemmas, throughout the e-Services, can be included and aligned, using the concept of openness and participation to allow Government to be a platform to contribute to create public value through citizen engagement putting them at the center in order to take care of their expectations and perceptions towards good governance... the ultimate goal: happy people.
Digital government strategies for welfare areas - Barbara Ubaldi, OECDOECD Governance
This presentation was made by Barbara Ubaldi, OECD, at the 4th meeting of the Joint DELSA/GOV-SBO Network on Fiscal Sustainability of Health Systems, held in Paris on 16-17 February 2015.
Skills for a High Performing Civil Service - OECDOECD Governance
To assess changes in the skills needed in today’s civil services, the OECD has developed a
framework which identifies four areas, each representing specific tasks and skills required in the
relationship between the civil service and the society it serves. For more information see oe.cd/HRM-Skills
CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government services
D. BRIAN MARSON
APO International Technical Expert
Co-Founder and Senior Fellow, Institute for Citizen Centred Service
(www,iccs-isac.org)
Colombo, June 2015
Creating Customer Contact Centres - A guide for municipalities from Smart CitiesSmart Cities Project
Across Europe municipalities are facing a wide range of challenges as businesses and citizens demand better, more efficient and more flexible services. Municipalities are working hard to become more customer-driven, and to change how they deliver services to respond better to their customers’ demands.
This guide has been produced the Smart Cities project to show what municipalities need to do to establish a customer contact centre. It includes many practical examples and case studies highlighting the experiences of staff in seven municipalities from across the North Sea region. The guide was written by people who are currently working to improve customer services in their municipalities, and it is written for the growing number of people who want to do the same.
E-GOVERNMENT IN SERVICE DELIVERY AND CITIZEN’S SATISFACTION: A CASE STUDY ON ...ijmpict
In the traditional form of public administration, service delivery is encircled with paper based long
procedures that makes the citizen dissatisfied with the services because of several problems such as delay
in the service, corruption and offices are centrally located. In order to provide better services to the citizen
Bangladesh government has taken the initiatives to make services available through online. In this regard,
government has established national web portal, combining and making all government official websites
interactive. General people now can submit their applications through online to get necessary public
services. Government breaks the rigid boundary between government offices and citizen and reaches to the
people so that they can get public services from their houses. This paradigm shift from traditional public
administration to e-governance brings changes in service delivery. It minimizes time, costs, corruption and
omits middle man culture and ultimately makes people happy. This paper utilizes qualitative approach to
examine the process, benefits of recent innovations initiated by the democratic government and analyze the
people’s perceptions. It is found that utilizing the e-government infrastructure Bangladesh government has
reached to the people and provided services at their doorsteps by establishing the national web portal
through which citizen can access their useful services. Regarding the public services related to health
service, education service, bill payment of necessary services, income tax payment, trade licence, land
records, agricultural issues, law and order service are now easily enjoyed from the house through internet.
However, the faster speed of customer demand in getting all services cannot be addressed with the limited
IT infrastructure, unskilled manpower, limited electricity supply which should be solved as quickly as
possible by emphasizing and initiating new programs. Findings show that government should think the
intended and unintended consequences of materializing some initiatives and take necessary steps before
intensifying the problem and making people unhappy with the services that have already been provided
Information and communication technology (ICT) has become an integral part of governmental activities at the outset of twenty-first century. To transform Bangladesh into “Digital Bangladesh” by the year 2021 need to provide government services at the door steps of the rural people. UDC envisages for creating a knowledge-based society by functioning as an e-service delivery point to bring various government, commercial and social services to the doorsteps of rural people by reducing all the hassles. In the past, most of the rural people did not get proper services in proper time due to the traditional service delivery system in Bangladesh.
eGain UK Public Sector Inclusive Services Report: January 2014Mark Fenna
eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.
Getting Radical with Public Sector Digital TransformationCapgemini
Get radical with Public Sector digital transformation. Embrace the digital agenda for true citizen-centricity and better, faster, simpler public services which cost less to run.
Presentation given by Ukraine at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Moldova at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
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KEY IDEAS:
- Having e-services is not the last goal
- Going in the right direction: Government creating public value through Openness
- Being aware! Values and citizen complexity and policy dilemmas
THE JOURNEY
- Where are we? What is working? What is not?
- Service consumption but lack of content consumption
- Citizen engagement and active participation
- Moving forward: Smart Government – Happy People
From enabler to platform
THE FRAMEWORK
A framework within which values, citizen complexity, their needs and policy dilemmas, throughout the e-Services, can be included and aligned, using the concept of openness and participation to allow Government to be a platform to contribute to create public value through citizen engagement putting them at the center in order to take care of their expectations and perceptions towards good governance... the ultimate goal: happy people.
Digital government strategies for welfare areas - Barbara Ubaldi, OECDOECD Governance
This presentation was made by Barbara Ubaldi, OECD, at the 4th meeting of the Joint DELSA/GOV-SBO Network on Fiscal Sustainability of Health Systems, held in Paris on 16-17 February 2015.
Skills for a High Performing Civil Service - OECDOECD Governance
To assess changes in the skills needed in today’s civil services, the OECD has developed a
framework which identifies four areas, each representing specific tasks and skills required in the
relationship between the civil service and the society it serves. For more information see oe.cd/HRM-Skills
CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government services
D. BRIAN MARSON
APO International Technical Expert
Co-Founder and Senior Fellow, Institute for Citizen Centred Service
(www,iccs-isac.org)
Colombo, June 2015
Creating Customer Contact Centres - A guide for municipalities from Smart CitiesSmart Cities Project
Across Europe municipalities are facing a wide range of challenges as businesses and citizens demand better, more efficient and more flexible services. Municipalities are working hard to become more customer-driven, and to change how they deliver services to respond better to their customers’ demands.
This guide has been produced the Smart Cities project to show what municipalities need to do to establish a customer contact centre. It includes many practical examples and case studies highlighting the experiences of staff in seven municipalities from across the North Sea region. The guide was written by people who are currently working to improve customer services in their municipalities, and it is written for the growing number of people who want to do the same.
E-GOVERNMENT IN SERVICE DELIVERY AND CITIZEN’S SATISFACTION: A CASE STUDY ON ...ijmpict
In the traditional form of public administration, service delivery is encircled with paper based long
procedures that makes the citizen dissatisfied with the services because of several problems such as delay
in the service, corruption and offices are centrally located. In order to provide better services to the citizen
Bangladesh government has taken the initiatives to make services available through online. In this regard,
government has established national web portal, combining and making all government official websites
interactive. General people now can submit their applications through online to get necessary public
services. Government breaks the rigid boundary between government offices and citizen and reaches to the
people so that they can get public services from their houses. This paradigm shift from traditional public
administration to e-governance brings changes in service delivery. It minimizes time, costs, corruption and
omits middle man culture and ultimately makes people happy. This paper utilizes qualitative approach to
examine the process, benefits of recent innovations initiated by the democratic government and analyze the
people’s perceptions. It is found that utilizing the e-government infrastructure Bangladesh government has
reached to the people and provided services at their doorsteps by establishing the national web portal
through which citizen can access their useful services. Regarding the public services related to health
service, education service, bill payment of necessary services, income tax payment, trade licence, land
records, agricultural issues, law and order service are now easily enjoyed from the house through internet.
However, the faster speed of customer demand in getting all services cannot be addressed with the limited
IT infrastructure, unskilled manpower, limited electricity supply which should be solved as quickly as
possible by emphasizing and initiating new programs. Findings show that government should think the
intended and unintended consequences of materializing some initiatives and take necessary steps before
intensifying the problem and making people unhappy with the services that have already been provided
Information and communication technology (ICT) has become an integral part of governmental activities at the outset of twenty-first century. To transform Bangladesh into “Digital Bangladesh” by the year 2021 need to provide government services at the door steps of the rural people. UDC envisages for creating a knowledge-based society by functioning as an e-service delivery point to bring various government, commercial and social services to the doorsteps of rural people by reducing all the hassles. In the past, most of the rural people did not get proper services in proper time due to the traditional service delivery system in Bangladesh.
eGain UK Public Sector Inclusive Services Report: January 2014Mark Fenna
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Presentation given by Ukraine at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Moldova at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
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Presentation given by Montenegro at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by SIGMA at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Photo gallery from Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Montenegro at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Montenegro at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Georgia at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by SIGMA at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by the Republic of Slovenia Ministry of Higher Education at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by ReSPA at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Bosnia and Herzegovina at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Montenegro at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by the Republic of North Macedonia at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Ukraine at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given by Serbia at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Presentation given at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.
Omnichannel management, presentation given by Willem Pieterson. SIGMA Webinar series on service design and delivery in the Western Balkan region in 2023. Topic 3: Omni and Multi-channel service design and delivery.
Electronic services in the healtg system of Montenegro, presentation given by Vladimir Raickovic. SIGMA Webinar series on service design and delivery in the Western Balkan region in 2023. Topic 3: Omni and Multi-channel service design and delivery.
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A process server is a authorized person for delivering legal documents, such as summons, complaints, subpoenas, and other court papers, to peoples involved in legal proceedings.
Up the Ratios Bylaws - a Comprehensive Process of Our Organizationuptheratios
Up the Ratios is a non-profit organization dedicated to bridging the gap in STEM education for underprivileged students by providing free, high-quality learning opportunities in robotics and other STEM fields. Our mission is to empower the next generation of innovators, thinkers, and problem-solvers by offering a range of educational programs that foster curiosity, creativity, and critical thinking.
At Up the Ratios, we believe that every student, regardless of their socio-economic background, should have access to the tools and knowledge needed to succeed in today's technology-driven world. To achieve this, we host a variety of free classes, workshops, summer camps, and live lectures tailored to students from underserved communities. Our programs are designed to be engaging and hands-on, allowing students to explore the exciting world of robotics and STEM through practical, real-world applications.
Our free classes cover fundamental concepts in robotics, coding, and engineering, providing students with a strong foundation in these critical areas. Through our interactive workshops, students can dive deeper into specific topics, working on projects that challenge them to apply what they've learned and think creatively. Our summer camps offer an immersive experience where students can collaborate on larger projects, develop their teamwork skills, and gain confidence in their abilities.
In addition to our local programs, Up the Ratios is committed to making a global impact. We take donations of new and gently used robotics parts, which we then distribute to students and educational institutions in other countries. These donations help ensure that young learners worldwide have the resources they need to explore and excel in STEM fields. By supporting education in this way, we aim to nurture a global community of future leaders and innovators.
Our live lectures feature guest speakers from various STEM disciplines, including engineers, scientists, and industry professionals who share their knowledge and experiences with our students. These lectures provide valuable insights into potential career paths and inspire students to pursue their passions in STEM.
Up the Ratios relies on the generosity of donors and volunteers to continue our work. Contributions of time, expertise, and financial support are crucial to sustaining our programs and expanding our reach. Whether you're an individual passionate about education, a professional in the STEM field, or a company looking to give back to the community, there are many ways to get involved and make a difference.
We are proud of the positive impact we've had on the lives of countless students, many of whom have gone on to pursue higher education and careers in STEM. By providing these young minds with the tools and opportunities they need to succeed, we are not only changing their futures but also contributing to the advancement of technology and innovation on a broader scale.
Understanding the Challenges of Street ChildrenSERUDS INDIA
By raising awareness, providing support, advocating for change, and offering assistance to children in need, individuals can play a crucial role in improving the lives of street children and helping them realize their full potential
Donate Us
https://serudsindia.org/how-individuals-can-support-street-children-in-india/
#donatefororphan, #donateforhomelesschildren, #childeducation, #ngochildeducation, #donateforeducation, #donationforchildeducation, #sponsorforpoorchild, #sponsororphanage #sponsororphanchild, #donation, #education, #charity, #educationforchild, #seruds, #kurnool, #joyhome
Jennifer Schaus and Associates hosts a complimentary webinar series on The FAR in 2024. Join the webinars on Wednesdays and Fridays at noon, eastern.
Recordings are on YouTube and the company website.
https://www.youtube.com/@jenniferschaus/videos
Canadian Immigration Tracker March 2024 - Key SlidesAndrew Griffith
Highlights
Permanent Residents decrease along with percentage of TR2PR decline to 52 percent of all Permanent Residents.
March asylum claim data not issued as of May 27 (unusually late). Irregular arrivals remain very small.
Study permit applications experiencing sharp decrease as a result of announced caps over 50 percent compared to February.
Citizenship numbers remain stable.
Slide 3 has the overall numbers and change.
This session provides a comprehensive overview of the latest updates to the Uniform Administrative Requirements, Cost Principles, and Audit Requirements for Federal Awards (commonly known as the Uniform Guidance) outlined in the 2 CFR 200.
With a focus on the 2024 revisions issued by the Office of Management and Budget (OMB), participants will gain insight into the key changes affecting federal grant recipients. The session will delve into critical regulatory updates, providing attendees with the knowledge and tools necessary to navigate and comply with the evolving landscape of federal grant management.
Learning Objectives:
- Understand the rationale behind the 2024 updates to the Uniform Guidance outlined in 2 CFR 200, and their implications for federal grant recipients.
- Identify the key changes and revisions introduced by the Office of Management and Budget (OMB) in the 2024 edition of 2 CFR 200.
- Gain proficiency in applying the updated regulations to ensure compliance with federal grant requirements and avoid potential audit findings.
- Develop strategies for effectively implementing the new guidelines within the grant management processes of their respective organizations, fostering efficiency and accountability in federal grant administration.
Russian anarchist and anti-war movement in the third year of full-scale warAntti Rautiainen
Anarchist group ANA Regensburg hosted my online-presentation on 16th of May 2024, in which I discussed tactics of anti-war activism in Russia, and reasons why the anti-war movement has not been able to make an impact to change the course of events yet. Cases of anarchists repressed for anti-war activities are presented, as well as strategies of support for political prisoners, and modest successes in supporting their struggles.
Thumbnail picture is by MediaZona, you may read their report on anti-war arson attacks in Russia here: https://en.zona.media/article/2022/10/13/burn-map
Links:
Autonomous Action
http://Avtonom.org
Anarchist Black Cross Moscow
http://Avtonom.org/abc
Solidarity Zone
https://t.me/solidarity_zone
Memorial
https://memopzk.org/, https://t.me/pzk_memorial
OVD-Info
https://en.ovdinfo.org/antiwar-ovd-info-guide
RosUznik
https://rosuznik.org/
Uznik Online
http://uznikonline.tilda.ws/
Russian Reader
https://therussianreader.com/
ABC Irkutsk
https://abc38.noblogs.org/
Send mail to prisoners from abroad:
http://Prisonmail.online
YouTube: https://youtu.be/c5nSOdU48O8
Spotify: https://podcasters.spotify.com/pod/show/libertarianlifecoach/episodes/Russian-anarchist-and-anti-war-movement-in-the-third-year-of-full-scale-war-e2k8ai4
Presentation by Jared Jageler, David Adler, Noelia Duchovny, and Evan Herrnstadt, analysts in CBO’s Microeconomic Studies and Health Analysis Divisions, at the Association of Environmental and Resource Economists Summer Conference.
Jennifer Schaus and Associates hosts a complimentary webinar series on The FAR in 2024. Join the webinars on Wednesdays and Fridays at noon, eastern.
Recordings are on YouTube and the company website.
https://www.youtube.com/@jenniferschaus/videos
3. The Project for Modernization of Government Services 2018-2023, contributes to the elimination of outdated
public services and ensures the consolidation of several services in order to increase their quality in line with
citizens’ expectations.
Moldova ratified the Convention on the Rights of Persons with
Disabilities (UN CRPD) in September 2010
The Law on Social Inclusion no. 60/2012
Law no. 5-XVI on ensuring equal opportunities for women and men23
of 9 February 2006
Socially inclusive citizen engagement and a citizen-centric approach
for service delivery is mainstreamed throughout the project
components
The main objective of
the MGSP is to increase
access, efficiency, and
quality of the delivery of
government services and
one of the key elements
is the assessment of the
quality and accessibility
of services by
beneficiaries/citizens.
The e-Government process in Moldova started in 2006 with the approval of the e-
CITIZEN CENTRICITY
4. Administrative Service Modernization
Business Process Reengineering
Reform Management and Coordination
Expanding Access Points for Central
Government E-Services
Citizen Feedback and Outreach
Digital Platform and Services
Digital Services
Digital Platforms
IT Management and Cyber Security
Administrative Service Modernization
ssupports improvements in Government
services processes to address excessive
administrative requirements, inefficiency of
public institutions, ineffective communication,
and other deficiencies, creating barriers for
citizens and businesses in accessing
Digital Platform and Services
supports the digitization of selected
reengineered administrative services,
complete and strengthen a common
infrastructure and mechanisms for rapid
deployment of ICT-enabled administrative
services, and introduce Government-wide IT
management and cyber security standards
and procedures
1
2
MGSP COMPONENTS
5. Service Delivery Model Implementation
Institutional Capability Development
Capacity Development
Enhancing Performance in Service Delivery
MGSP COMPONENTS
Service Delivery Model Implementation
supports the alignment of institutional and staff
capabilities of key Government agencies with the
new citizen-centric model and digital administrative
service delivery arrangements, implemented under
Components 1 and 2
3
6. Previous efforts have left public administrations with problems of non-adoption or even rejection of public services,
so that citizens opted to use analog services instead of online services.
Describes the departure from digitization
efforts to a full stack revision of the
policies, processes and services in order
to create simpler user experiences for
citizens and frontline workers.
CITIZEN CENTRICITY
7. While previous waves of digitization focused on the transition from analog to (parallel) digital services to
increase efficiency and effectiveness of government services, digital transformation aims to redesign and
reengineer government services from the ground up to fulfill changing user needs.
At the center of
these efforts are
users.
CITIZEN CENTRICITY
8. WHY CITIZEN CENTRICITY?
Public institutions should be open, efficient and inclusive, offering
cross border, personalized, user-friendly and comprehensive digital
public services to all citizens.
The challenge of e-governance is not technological but rather a
challenge to use existing technologies to increase the capacities of
public service delivery by institutions, while contributing to improving
the quality of life of citizens' representatives by redefining the
relationship between them and governments.
The Inclusion and Access
Principle - aimes at developing e-
services so that they are
inclusive by design and respond
to specific needs such as those
of people with disabilities;
Any e-governance development
initiative should be based on a set
of principles:
• The Digital by default Principle
• The One-time Principle
• The Inclusion and Access
Principle
• The Openness and Transparency
Principle
• The Cross-border implicitly
Principle
• Interoperability Principle by
default
• The Trust and Security Principle
9. CO-DESIGN OF DIGITAL SERVICES WITH USERS
In co-design processes, user needs are extracted with the help of qualitative
interviews. Iteratively, a prototype is developed and tested in all phases of the
product development cycle that leads to a final service.
Digital transformation is the next wave of digital governance that introduces the full stack of
review and revisions of existing services, instead of simply digitizing analog services.
The co-creation is at the center of human-
centered design approach that focus on the
inclusion on user needs into the service design
process in order to deliver public value. In the
public sector, these co-design approaches are
currently implemented as part of the work that
digital service teams are delivering.
10. The main focus when planning public services is to look at the
service delivery though the eyes of the citizens (so that the needs
of the citizens come first) rather than operational or other
imperatives of the government system.
To have the desired impact it’s essential:
to gain a deep understanding of the people you will be
serving—not only what they need and desire, but what
limitations they face, what motivates them, and what’s
important to them.
How might we design new services engaging low-income
citizens?
CO-DESIGN OF DIGITAL SERVICES WITH USERS
11. We`ve learnt directly from the people we’ve designed for as by deeply
understand their needs.
to achieve essential efficiency gains and
improve service delivery levels
to increase usage of online services,
thereby improve sustainability and
encourage investment in e-governance
to improve citizen satisfaction with
government services
at the larger extent to improve quality of
life
The needs:
12. Scale of the importance: It shows about the importance given by citizens from 1 to 6 (‘1’ means least
important and ‘6’ means most important)
1. Gender - Male - Female
2. Age - Young (18-30 yrs.) - Middle-aged group (31-40 yrs.) - Aged
(> 40 years)
3. Income - Low income group - Middle income group - High
income group
4. Education - Low education group - Medium education group.
High education group
NATIONAL ANNUAL SURVEY- MEASURING CITIZEN SATISFACTION
Categories and Groups of Citizens
The format of in-home interviews worked especially well for audience since it allowed a
wide range of individuals with diverse needs and circumstances to be surveyed.
QUANTITATIVE METHODS
13. CATI- COMPUTER ASSISTED TELEPHONE INTERVIEW
cost-effective and offers a large
proportion of a relevant audience a
chance to respond. it requires a low
level of commitment from respondents
and can provide very quick feedback
(especially online)
+
Identify natural break points in customer
satisfaction
14. FOCUS GROUPS
A key advantage of focus groups is that
they:
Engage participants
Take place face-to-
face
QUALITATIVE METHODS
Useful for creative discussion and new ideas,
relatively short timescales, well-suited to introducing
and gaining
Demanding of audience time and effort – and this is
especially the case when researching vulnerability;
relies on geographical respondent clusters;
respondents might not be prepared to discuss
personally sensitive subjects with others.
+
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15. In 2020 the Citizens Government Portal was launched, designed to provide citizens with an efficient
and modern mechanism for obtaining official information about themselves. The information is
obtained from the registers and information systems of data providers and delivered through a
single access point or a virtual cabinet referred to as “MCabinet”
From the perspective of the strategic e-government framework, Moldova has been the promoter of
providing user-centric online public services to both citizens and businesses.
The public service portal is the central
source for all citizens' services and
government information in general
16. CO-DESIGN AND CO-CREATE OF DIGITAL SERVICES WITH USERS
Creating meaningful solutions begins with gaining a deep understanding of
people’s needs.
Consultation
Aa relation based on partnership with government, in
which citizens actively engage in the policy-making
process. It acknowledges a role for citizens in proposing
policy options and shaping the policy dialogue – although
the responsibility for the final decision or policy
formulation rests with government.
A two-way relation in which citizens provide feedback to
government.
Active participation
17. UNIFIED CENTERS FOR PUBLIC SERVICES DELIVERY
Main principles of COD in CUPS development:
Understand the needs, expectations and experiences of
those affected by, or reliant on, each service
Seeking out the needs of users
Prioritizing user, not government, needs
Mapping the whole problem
Identifying the diversity of users
Championing inclusion
Hiding the complexity of government
Interact with citizens, users and all stakeholders in the
initial and ongoing design and delivery of services
Co-creating and co-designing.
Involving users
Communicating clearly
Setting the expectation of users
Keeping users informed
Inviting feedback
Providing support
The CUPS are distributed in all regions of the
country in order to be as close as possible to the
citizens in the countryside
18. UNIFIED CENTERS FOR PUBLIC SERVICES DELIVERY
Find ways to be open and transparent about the design and delivery of services
Implement an omni-channel strategy to ensure users will always access a seamlessly
consistent, joined-up and high-quality service
Create conditions that help teams to design and deliver high quality services
Making services simple to use
Using consistent and trusted designs
Personalizing services
19. Collecting credible performance data
One of the goals of a government-wide transformation effort in the Republic of Moldova was to reduce perceived
complexity in dealing with government. As part of this initiative, the government has identified 19 life events, such
as marriage or starting a business, where citizens need to interact with public agencies. It then sought to simplify
each of these interactions while measuring citizen satisfaction to track whether the changes actually worked.
20. CITIZEN ORIENTED DESIGN
Soliciting citizen input to
improve public services
Tailored media
campaigns
Integrate gender and social-inclusion issues in brochures, print, newspaper, radio, video
and other channels gender-neutral language;
anti-discrimination;
diversity and inclusiveness in images and symbols;
gender equality in family and society represented in images and symbols.
21. CHALLENGES IN IMPLEMENTING CITIZEN CENTRIC
Inconsistent and varying capacities among citizens. The value of
citizen engagement is often diminished by citizens themselves
Public servants attitudes and local public authorities influence
women’s and other marginalized groups (especially disabled people,
Roma, poor and elderly) behavior on involving in decision-making or
other activities in the public sphere.
Corruption. On Transparency International’s Corruption Perception
Index Moldova has a rank 36 out of 135. This discourages confidence in
state institutions, and makes many citizen and NGOs wary of
collaboration with government servants’ officials.
Gender stereotypes.
24. Using innovative channels to
make services more citizen-
centric
The RM government’s e-services portal, visited by
more than 1,000 users every day, allows residents to
perform an ever-expanding array of tasks including
applying for unemployment benefits, paying taxes,
registering new companies.
25. Collecting audience
data
Analysing data
QUALITATIVE METHODS
Describing and defining
the target audience
Planning audience
research
Putting findings to
good use
Researchin
g
customers
in
vulnerable
situations
27. UNIFIED CENTERS FOR PUBLIC SERVICES DELIVERY
An alternative channel for public service provision
through which the front-office segment of the service
is taken over by a third institution (APL I and
MD/OC).
Within CUPS, service providers continue to provide
the back-office segment.
01
03 Power of attorney and delegation
02 Support and access
Types of services available through
CUPS:
Infomation