Session 4 - Digitalisation - Presentation.pdf

Presentation from Session 4 - Digitalisation at the SIGMA-GIZ joint event Advancing Good Governance in Public Administration Reform in the Eastern Partnership Countries, that took place 4-5 June 2024 in Brussels.

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
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
Principle19
Principle20
Principle21
Principle22

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
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
6
Principle19
Principle20
Principle21
Principle22

7. A joint initiative of the OECD and the EU, principally financed by the EU.
Unclassified - Non classifié
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
7
Principle19
Principle20
Principle21
Principle22
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
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
9
Principle19
Principle20
Principle21
Principle22

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 onlyprinciple

11. A joint initiative of the OECD and the EU, principally financed by the EU.
Unclassified - Non classifié
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
11
Principle19
Principle20
Principle21
Principle22

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
Designof administrative services
Delivery of high-qualityservices
Accessibility of services
Digital government
Service delivery and digitalisation: principles and subprinciples
13
Principle19
Principle20
Principle21
Principle22

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
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16
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