Citizen-centric public services in the Western Balkans: Webinar 3 - Setting service standards and monitoring, 5 July 2022. Presentation given by Ben Welby, OECD.

1. Setting and monitoring service standards
Ben Welby, Senior Policy Analyst – Digital Government and Data,
Open and Innovative Government Division, Public Governance Directorate, OECD
SIGMA webinar series: Citizen-centric public services in the Western Balkans
Session 3: Setting and monitoring service standards
5 July 2022

2. Digital
government
maturity
Service design
and delivery
Service specific
standards
National
service
standards

3. 3
The world is digital and requires mature digital governments
> The digital age is driving a continuous transformation
of needs and behaviors in economies and societies –
the COVID-19 has made this trend more evident
> Governments have a critical role to play to shape
this transformation and the digital ecosystem towards
contributing to broader societal outcomes and public
interest.
> Mature digital governments are able to balance risks
& opportunities to shape public governance that is:
> Human-centred, fair and sustainable
> Competent in addressing complex, global
challenges

4. ● Digitisation of analogue
procedures
● Technology focus
● Government-centred services
Digital Government
e-Government
• Re-engineering and re-designing
services and processes
• Technology as an enabler
• User-centred services

5. Recommendation of the Council on Digital Government Strategies
5
Non-member countries: Argentina, Brazil, Egypt, Kazakhstan, Morocco, Panamá, Peru, Russia
Openness and Engagement
Governance and
Co-ordination
Capacities to Support
Implementation
1) Openness, transparency and
inclusiveness
2) Engagement and participation
in a multi-actor context in policy
making and service delivery
3) Creation of a data-driven
culture
4) Protecting privacy and
ensuring security
5) Leadership and political
commitment
6) Coherent use of digital
technology across policy areas
7) Effective organisational and
governance frameworks to co-
ordinate
8) Strengthen international co-
operation with other
governments
9) Development of clear
business cases
10) Reinforced institutional
capacities
11) Procurement of digital
technologies
12) Legal and regulatory
framework
Digital transformation
8 non-OECD
countries
adopted

6. The OECD Digital Government Policy Framework (DGPF)
6
© OECD Digital Government Policy Framework (2020)
https://oe.cd/digitalgovframework
Six dimensions to characterise and measure
digital government competence and maturity:
Foundational
1. Digital by design
2. Data-driven
3. Government as a Platform
4. Open by default
Transformational
5. User-driven
6. Proactiveness

7. The Digital Government Policy Framework in action
> The Portuguese Automatic Social Energy Tariff:
> Digital by design in reimaging a policy and redesigning the implementation to take advantage of technology
> Data-driven public sector in two ways:
 using data to understand adoption, find out why it was below what was expected and then measure impact
 having quality data within different organisations and being able to share it
> Government as a platform in having the underlying technical infrastructure to facilitate the transformational approach
> Open by default in recognising that solving a whole problem from end-to-end necessarily means collaborating across
organisational boundaries to share data and collaborate
> User-driven as a policy instigated by a desire for greater inclusion paired with a delivery team interested in
understanding the needs and behaviours of users to design the right intervention
> Proactiveness by removing the need for citizens to initiate a transactional interaction, eligible citizens received the
benefit to which they were entitled

8. ● Digitisation of analogue
procedures
● Technology focus
● Government-centred services
Digital Government
e-Government
• Re-engineering and re-designing
services and processes
• Technology as an enabler
• User-centred services

9. OECD Framework for Service
Design and Delivery

10. Framework for service design and delivery
1. Context
for design
and delivery
2. Philosophy of
design and
delivery
3. Enablers to
support design
and deliver
Services

11. Framework for service design and delivery
1. Context
for design
and delivery
● Representative and organisational politics
● Historic channel strategy
● Legacy of technology and infrastructure
● Society and geography

12. Framework for service design and delivery
1. Context
for design
and delivery
2. Philosophy of
design and
delivery
● Leadership and vision
● Understanding whole problems
● Design of the end to end experience
● Involving the public
● Combining policy, delivery and
operations to work across organisational
boundaries
● Taking an agile approach

13. Framework for service design and delivery
2. Philosophy of
design and
delivery
3. Enablers to
support design
and deliver
● Best practice and guidelines
● Governance, spending and assurance
● Digital inclusion
● Channel strategy
● Common components and tools
● Data-driven public sector
● Public sector talent and capabilities

14. Framework for service design and delivery
2. Philosophy of
design and
delivery
3. Enablers to
support design
and deliver
● Best practice and guidelines
● Governance, spending and assurance
● Digital inclusion
● Channel strategy
● Common components and tools
● Data-driven public sector
● Public sector talent and capabilities

15. Service standards

16. Setting and monitoring service standards
“A service standard specifies requirements that should be fulfilled by a service to establish its fitness for purpose. The standard may provide definitions, indicators of
service quality and their levels, or specify a time period for delivery, such as the standard on handling customer complaints.”

17. Setting and monitoring service standards
> Understand their users
> Recognise the needs of those users
> Design and test a solution to meet those needs
> Define performance indicators to understand whether the
service is meeting those needs
> Identify service standards to communicate to users
> Measure performance against the indicators and service
standards
> Learn from that performance
> Implement change
> Repeat
At the level of an individual service
“A service standard specifies requirements that should be fulfilled by a service to establish its fitness for purpose. The standard may provide definitions, indicators of
service quality and their levels, or specify a time period for delivery, such as the standard on handling customer complaints.”

18. Service standards are an enabler
of transformation at scale

19. Setting and monitoring service standards
> Understand their users
> Recognise the needs of those users
> Design and test a solution to meet those needs
> Define performance indicators to understand whether the
service is meeting those needs
> Identify service standards to communicate to users
> Measure performance against the indicators and service
standards
> Learn from that performance
> Implement change
> Repeat
> An aspirational ideal of what ‘good’ looks like
> Setting an immediate challenge to change older patterns of
behaviour
> A long-term commitment to changing the culture and the climate
of government
> Achievable targets
> Fair assessment
> Sufficient support and investment in people
> Self-sufficiency for teams and suppliers
> Consistent user experience for the public
> Improved quality and more effective services
At the level of an individual service Central, cross-cutting service standards
“A service standard specifies requirements that should be fulfilled by a service to establish its fitness for purpose. The standard may provide definitions, indicators of
service quality and their levels, or specify a time period for delivery, such as the standard on handling customer complaints.”

20. Countries with service standards
>Australia
>Canada
>Denmark
>Finland
>France
>Germany
>Italy
>Mexico
>Morocco
>Netherlands
>New Zealand
>Singapore
>Taiwan
>United Kingdom
>United States
>….

21. Guaranteeing performance against the standards
> Mandatory by legislation
> Assessment required to move between phases of funding
> Forbidden from using common website/styling if quality
unsatisfactory
> Blocked from launching until remedial works completed
> Requirement to publish performance data in a centralised,
public dashboard
> Coaching
> Ongoing dialogue
> Allowed to ‘go live’ with expectation of improvement over time
> Expectation of service specific performance reporting
Hard levers Soft levers

22. OECD Good Practice Principles
for Service Design and Delivery
in the digital age

23. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service

24. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services

25. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services

26. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust

27. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services

28. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services
6. Implement an omni-channel strategy to ensure users will always access a seamlessly consistent, joined-up
and high-quality service

29. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services
6. Implement an omni-channel strategy to ensure users will always access a seamlessly consistent, joined-up
and high-quality service
7. Create conditions that help teams to design and deliver high-quality services

30. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services
6. Implement an omni-channel strategy to ensure users will always access a seamlessly consistent, joined-up
and high-quality service
7. Create conditions that help teams to design and deliver high-quality services
8. Encourage public sector teams and their suppliers to follow a consistent methodology for delivering public
services

31. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services
6. Implement an omni-channel strategy to ensure users will always access a seamlessly consistent, joined-up
and high-quality service
7. Create conditions that help teams to design and deliver high-quality services
8. Encourage public sector teams and their suppliers to follow a consistent methodology for delivering public
services
9. Curate an ecosystem of tools, practices and resources that can enable teams to do high-quality work at scale
and with pace

32. Draft OECD Good Practice Principles for Service Design and Delivery in the digital age
1. Understand the needs, expectations and experiences of those affected by, or reliant on, each service
2. Interact with citizens, users and all stakeholders in the initial and ongoing design and delivery of services
3. Find ways to be open and transparent about the design and delivery of services
4. Ensure the use of digital tools and data reinforces and strengthens public trust
5. Be ambitious in using digital technology and data to transform public services
6. Implement an omni-channel strategy to ensure users will always access a seamlessly consistent, joined-up
and high-quality service
7. Create conditions that help teams to design and deliver high-quality services
8. Encourage public sector teams and their suppliers to follow a consistent methodology for delivering public
services
9. Curate an ecosystem of tools, practices and resources that can enable teams to do high-quality work at scale
and with pace
10. Treat data as a strategic asset underpinning the transformation of government services

33. Digital
government
maturity
Foundations for a whole of government approach to digital transformation of the public sector

34. Digital
government
maturity
Foundations for a whole of government approach to digital transformation of the public sector
Service design
and delivery
The tangible experience of government for most people

35. Digital
government
maturity
Foundations for a whole of government approach to digital transformation of the public sector
Service design
and delivery
The tangible experience of government for most people
Service specific
standards
High performing, autonomous teams demonstrating the best of public service design and delivery

36. Digital
government
maturity
Foundations for a whole of government approach to digital transformation of the public sector
Service design
and delivery
The tangible experience of government for most people
Service specific
standards
High performing, autonomous teams demonstrating the best of public service design and delivery
National
service
standards
The mechanism by which you can scale service design by creating an aspirational goal for
individual teams and challenging the centre of government to equip teams to be successful

37. Thank you!