This document outlines a joint OECD and EU initiative focused on public administration reform in Eastern Partnership countries, emphasizing updated principles and methodologies for inclusive digital transformation. Key thematic areas include policy development, public service management, financial management, and user-centric service delivery. The initiative aims to enhance governance and service accessibility while addressing digital inclusion and cybersecurity concerns.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Advancing Good Governance
in Public Administration Reform
in the Eastern Partnership Countries
Nick Thijs, SIGMA Senior Policy Advisor
📍Brussels, 4-5 June 2024
Updated Principles of Public Administration (2023)
and updated Assessment Methodology
Inclusive digital
transformation

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Thematic areas
2
Policy
development and
co-ordination
■ Centre-of-government
■ Policy planning
■ Policy making
■ Consultation
■ Policy implementation and evaluation
■ Parliamentary scrutiny
Public service and human resource
management
■ Employment framework
■ Recruitment
■ Top managers
■ Motivation and working conditions
■ Professional development, performance and
talent management
Public financial management
■ Budget formulation
■ Budget execution
■ Budget reporting
■ Internal audit
■ Internal control
■ Procurement laws
■ Procurement
operations
■ PP review
■ External audit
■ MLG-Fiscal autonomy
Service delivery
and digitalisation
■ Users at the centre
■ Streamlined, quality services
■ Accessibility
■ Digitalisation

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié 3
User-centric
service delivery
Public administration places the users at the centre and delivers high-quality and
easily-accessible services online and offline to all people and businesses.
◼ User centricity
◼ Streamlined, quality services
◼ Accessibility
◼ Digital government
Policy
development and
co-ordination
■ Centre-of-government
■ Policy planning
■ Policy preparation
■ Consultation
■ Policy implementation and evaluation
■ Parliamentary scrutiny
Public service and human resource
management
■ Employment framework
■ Recruitment
■ Top managers
■ Motivation and working conditions
■ Professional development
Public financial management
■ Budget formulation
■ Budget reporting
■ Budget execution
■ Internal audit
■ Internal control
■ Procurement tools
■ Procurement review
■ Procurement
operations
■ External audit
■ Fiscal autonomy
Service delivery
and digitalisation
■ Users at the centre
■ Streamlined, quality service
■ Accessibility
■ Digitalisation

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Service delivery and digital government
4
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
Principle 19
Principle 20
Principle 21
Principle 22

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Improving processes - Process re-engineering
- Administrative simplification
Going digital
Easy access to services
- The one-stop shop (OSS)
- Multi-channel service delivery
- Low/No Barriers
- Interoperability and ‘once only’
- Moving towards digital by design
Committing to service
standards and measuring
satisfaction
- Service charters
- Measuring and managing satisfaction
Key elements for improving service delivery
Understanding users’
needs and expectations
- Direct contact with citizens/businesses
- Indirect feedback and representation
- Mystery shopping
- Life events, customer journey mapping

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
6
Principle 19
Principle 20
Principle 21
Principle 22

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
7
Principle 19
Principle 20
Principle 21
Principle 22
Service delivery and digitalisation: principles and subprinciples

8. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié 8
1. Service delivery policy and set-up
2. User engagement and participation
3. Ex ante analysis administrative burdens
4. Analysis of burdens of existing regulations
5. Existence of service delivery standards
6. Monitoring of service delivery standards

9. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
9
Principle 19
Principle 20
Principle 21
Principle 22

10. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié 10
2. Integrated life-event services
1. Quality of selected services
3. Pre-filing of forms & proactive services
4. Once only principle

11. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
11
Principle 19
Principle 20
Principle 21
Principle 22

12. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié 12
1. Multi-channel service delivery
2. Physical access to public services
3. Accessibility for users with special needs
5. Findability information public services
6. Clarity of information and communication

13. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Design of administrative services
Delivery of high-quality services
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
13
Principle 19
Principle 20
Principle 21
Principle 22

14. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié 14
1. Digital government strategy & co-ordination
2. Digitalisation of public registries & data governance
3. Interoperability: infrastructure, framework & adoption
4. Digital identity, digital signature and trust services
5. Digital government architecture and infrastructure
6. Uptake of emerging technologies
7. Legal framework for privacy and cyber security
9. Re-use of digital solutions
8. Digital talent management in public administration

15. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
Topics for discussion
1. Inclusive Design and Accessibility: How user – citizen – human centric are are we ? And do we ensure that
digital transformation benefits everyone, including people with disabilities in designing services.
2. Digital Inclusion Policies and Frameworks: How do we provide a structured approach to addressing the
digital divide and ensuring equitable access to technology ?
3. Digital Literacy and Skills Development: How do we ensure individuals possess the necessary skills to
effectively use digital technologies ?
4. Cybersecurity and Data Privacy: How do we protecting individuals and organizations from digital threats and
ensuring data privacy. Critical for maintaining trust in digital systems and protecting sensitive information.
5. …

16. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Unclassified - Non classifié
www.par-portal.sigmaweb.org
Find out more about SIGMA
16
www.sigmaweb.org
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sigmaweb@oecd.org