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Public service delivery

From EPSA - European Public Sector Award

Performance Improvement in Public Service Delivery | Citizen Involvement | New Forms of Partnership Working | Leadership and Management for Change


The question of Why Public Administrations Reform? can generally be answered in three ways. Firstly, governments need to keep up with society. The purpose of reform in this respect is to make governments more responsive to society’s needs and demands. This comes as a result of growing and changing demands (e.g. efficiency/effectiveness) from citizens/customers towards public administration and public service deliveries. Public administration is being reformed in order to provide better, faster and sometimes more services. However, quality, quantity and speed are not the only new competences that society asks of its government. Since the pace of societal change is accelerating, governments should likewise be able to respond to changing demands with new solutions.

Secondly, governments reform with the purpose of (re-)establishing trust. Governments need to provide more choice, democracy and transparency. Therefore, public services need to work together with the political sphere; a strengthened communication and connection with the citizen is equally important.

Finally, governments reform due to new pressures. Outside forces place competitive pressure on governments to serve the public. In addition, greater economic interdependence, the opening up of societies, and the growing importance of international structures and agreements make external pressures more complex and multi-dimensional. Hence, the environment in which and for which the government operates, is fostering new demands. Reform is thus the process of preparing or adapting government to its new role in a changing society.

The projects under THEME 1 diversely exemplify:

  • increased efficiency and effectiveness of public service provision;
  • increased productivity by adapting processes of service production and delivery of shared service centres;
  • reducing bureaucracy and cutting red tape for the benefts of their clients, citizens and businesses;
  • high quality control of public service delivery (related to outcome);
  • customer satisfaction measurement and management;
  • and impact assessment of service delivery.

Award winners

ProjectsCountryOrganisationLevel of governmentSectorShort english description
Regional platform of e-services for all- e-BourgogneFranceGrouping of Public Interest (GIP) e-BourgogneRegional levelEconomic affairs, competition, SMEe-Bourgogne is a local entity set up to firstly offer to all public entities from the Burgundy region a common shared electronic platform for publishing their purchasing needs

Award nominees

ProjectsCountryOrganisationLevel of governmentSectorShort english description
The BABY-DOCUMENT-SERVICE by the department for citizens proceedingsAustriaDepartment of Citizens Proceedings - City of GrazLocal levelPublic administration, modernisation, institutional affairs, reformThe Baby-Document-Service enables parents to complete all administrative legal matters relating to the birth during the postnatal period at the hospital. The main objective is to ease the burden for parents with newborn babies.
Integrated online portal for SMEsGermanyCity of Düsseldorf, Lord Mayor, The State Capital of North Rhine- Westphalia, Department of Organisation, Human Resources, IT and Economic DevelopmentLocal levelPublic administration, modernisation, institutional affairs, reform
C!YOU-START-LEARNING@HAMBURG:Online self-assessment service to assist carrer orientationGermanySenate of the Free and Hanseatic City of Hamburg, Human Resources Department, Centre for Training and Personnel Development (Zentrum für Aus- und Fortbildung, ZAF)Regional levelPublic administration, modernisation, institutional affairs, reformIt functions as a central service provider for all issues relating to management and IT training, as well as offering general trainings that are not specific to individual professions or departments
Conflicts between citizens and government: Towards a pro-aktive, solution-driven approachNetherlandsThe Ministry of the Interior and Kingdom RelationsNational levelPublic administration, modernisation, institutional affairs, reformThe pro-active solution-driven approach shows a reduction in the number procedures, reducing the administrative burdens for individuals and businesses, thus saving the authorities time and money ,increasing customer satisfaction for individuals and businesses, and improving job satisfaction for government employees.

Best practice award winners

ProjectsCountryOrganisationLevel of governmentSectorShort english description
Dyonipos (Dynamic ontology based integrated process optimisation)AustriaAustrian Federal Ministry of FinanceNational levelTaxation, customs, financesThe objective of DYONIPOS is to provide personal, agile and proactive support for the knowledge worker by means of proactive, context-sensitive knowledge delivery
Interactive statistical pocketbook 2008AustriaAustrian Federal Ministry, of Science and ResearchNational levelScience, research, innovationInteractive statistics information system, that provides up-to-date numbers and facts about higher education in Austria free of charge via an online portal.
The ecobusinessplan (EBP) Vienna: The environmental service package of the city of ViennaAustriaCity of Vienna - Municipal Department for Environmental ProtectionLocal levelEconomic affairs, competition, SMEThe purpose is to help enterprises to generate ‘green and clean’ profits through ecological management practices that benefit both, the environment and the enterprises, whilst ensuring high quality and financial benefits for each company
Gender mainstreaming in the Vienna city administrationAustriaVienna City Administration, Chief Executive Office, Executive Group for Organisation, Safety and SecurityLocal levelPublic administration, modernisation, institutional affairs, reformThe project office is in charge of managing the implementation process and has to develop strategic objectives in accordance with relevant stakeholders such as the City Council for Women’s Issues and the senior management
Webdiv:Online vehicle registrationBelgiumFederal Public Service Mobility and TransportNational levelPublic administration, modernisation, institutional affairs, reformThe main aim is to improve the quality of services by strongly reducing the waiting time and the actions necessary for obtaining a registration.
National health portal and electronic personal ambulatory booksBulgariaMinistry of HealthNational levelPublic health and social welfare/affairsThe national health portal is visited daily by hundreds of citizens and health professionals and is gradually becoming the preferred web-space for gathering accurate healthcare information
Targovishte municipality on the way of excellenceBulgariaTargovishte MunicipalityLocal levelPublic administration, modernisation, institutional affairs, reformThe new vision for the role of local authorities prompted the municipal leadership to look for a radical change in the delivery of administrative services
ONE-STOP-SHOPS at the service of citizensCyprusPublic Administration and Personnel Department, Ministry of FinanceNational levelInformation society, technology, media and audiovisualIn view of this, a strategy plan has been prepared to establish Citizen Service Centres (CSCs) all over Cyprus
Promotion programme for on-site energy auditsGermanyBundesamt für Wirtschaft und AusfuhrkontrolleNational levelEnvironment, climate change, agriculture (incl. food safety) and fisheryThe main objective was to minimise the administrative procedures and to achieve shorter times for the granting of subsidies to the applicants.
KiBiZ.WEBGermanyMinistry for the Generations, Family, Women’s Affairs and Integration of North-Rhine WestphaliaRegional levelPublic health and social welfare/affairsThe KiBiz is a new statute concerning the education and early advancement of children, which forms the basis for the procedure by which state subsidies for daycare centres are calculated and distributed to municipal child welfare departments.
The Italian public administration e-marketplace (MEPA)ItalyConsip SpANational levelPublic administration, modernisation, institutional affairs, reformMePA is one of the several tools through which Consip implements the Programme for the Rationalisation of Public Spending on Goods and Services launched in 2000 by the MEF, with the aim of optimising public spending.
The mobile counter for disabled and elderly peopleItalyIstituto Nazionale di Previdenza Sociale (INPS) Direzione Generale Organizzazione RomaLocal levelPublic health and social welfare/affairsThe mobile counter for disabled and elderly people is a project offering services at home which are currently provided by National Social Security Institute (INPS) agencies spread over the country
Aida 2009ItalyMunicipality of LivornoRegional levelPublic administration, modernisation, institutional affairs, reformAIDA 2009 is the outcome of the work and the expertise of a constantly growing group of administrative networks that have been sharing problems and solutions in delivering online services
Guichet.luLuxembourgService eLuxembourg - Ministry of Public Service and Administrative ReformNational levelEducation (higher and lower), training and learningGuichet conforms to international accessibility standards and offers transparent access to a catalogue of administrative procedures and forms, structured in a very particular manner
Individual auction of applications for support (Dutch WMO)NetherlandsGemeente SpijkenisseLocal levelPublic health and social welfare/affairsThe concept of the internet auction is that support is given at a price that is in accordance with the market. The system offers the opportunity to include robot variables (additional criteria) that may lead to a supplier other than the one that is cheapest.
The Rybnik spatial informations system (RSIP)PolandMunicipality of RybnikLocal levelPublic administration, modernisation, institutional affairs, reformThe primary aim is to create an innovative, integrated and inter-operational system to support management in public administration at the local level, such as back-office (using GIS/SIT technology)
Time is...life (Improving the Romanian emergency medical services)RomaniaMinistry of HealthNational levelPublic administration, modernisation, institutional affairs, reformThe global objective of the project was to assist Romania to achieve the improvement of the modern emergency response system, as one of the basic pillars of the health reform process of the country and of Romania’s pathway towards European integration
SIGPAC: Improving the effectiveness of agricultural and land management through technologySpainGeneralitat de Catalunya, Department of Agriculture, Food and Rural ActionRegional levelEnvironment, climate change, agriculture (incl. food safety) and fisheryThe SIGPAC management model has been a success and an example for the development of other projects, which apply many of its principles and solutions
Transformation of the revenue and benefits service in BasildonUnited KingdomBasildon District CouncilLocal levelTaxation, customs, financesA project for the relocation of the Revenues and Benefits service to the Basildon Centre was developed, together with a plan for refurbishment of the public customerservices centre

Award submissions

ProjectsCountryOrganisationLevel of governmentSectorShort english description
Facility managementAustriaAmt der Kärntner LandesregierungRegional levelPublic administration, modernisation, institutional affairs, reformThe Carinthian provincial government started a pilot project called Municipal Facilities Management (FM) which picks up the idea of private-sector oriented facility management adjusted to the requirements of Carinthian municipalities. Savings up to 30% are assumed.
Dual delivery of the state of Vorarlberg and the communities of VorarlbergAustriaAmt der Vorarlberger Landesregierung, Abteilung InformatikRegional levelPublic administration, modernisation, institutional affairs, reformIt is a central service carrying out the entire process of transmitting and delivering documents for the departments of the State of Vorarlberg and for the 96 communities of Vorarlberg.
Squaring the circleAustriaArbeitsmarktservice Burgenland (AMS BGLD)Regional levelEmployment, labour related affairs and gender equalityVia implementation of TQM instruments and in close cooperation with partners the "Arbeitsmarktservice" developed to a modern service-orientated company, resulting in a service focused consumer satisfaction. AMS aims to provide a good example of how to manage change.
All in one - One-stop-shop for CitizensAustriaBezirkshauptmannschaft ReutteRegional levelPublic administration, modernisation, institutional affairs, reformEstablishment of a one-stop-shop of a regional authority
Books on the way! The postal deIivery service by the public libraries of GrazAustriaCity of Graz - Culture, Department/Public LibrariesLocal levelInformation society, technology, media and audiovisualBooks and other media can be ordered online seven days a week, 24 hours a day and are delivered to the requested post office or the home adress.
Project LoS (Performance - orientated controlling)AustriaFederal Ministry of Finance, Sections IV and VNational levelTaxation, customs, finances"LoS" is the management information system of the Austrian tax and customers administration that is responsible for the effect-orientated and efficient controlling of about 10,000 employees.
Front deskBelgiumBelgian Federal Service for Social Integration (FPS SI /POD MI)National levelPublic health and social welfare/affairsThe Front Desk receives and deals with all incoming calls, e-mails, faxes and letters
The quality of service of the Ghent city administrationBelgiumCity of GhentLocal levelPublic administration, modernisation, institutional affairs, reformThe City of Ghent analyzed the quality of their services and the customer satisfaction by using the means of mystery shopping, phone calls and interviews with 1000 citizens. The results were very flattering and also some recommendations were produced.
Unique reportBelgiumFederal Public Service for Social Integration (FPS SI / POD MI)National levelPublic health and social welfare/affairsThe ‘Unique Report’ is an electronic Internet application
Regional cooperation leads to common municipal product catalogueBelgiumIntercommunale LeiedalLocal levelPublic administration, modernisation, institutional affairs, reformOn the website, this catalogue is used to show relevant services according to themes or target groups
Smart citiesBelgiumIntercommunale LeiedalNational levelEducation (higher and lower), training and learningThe Smart Cities project is an international network of councils and academic partners that will spend the next three years finding ways for cities to think smarter, work smarter and plan smarter by delivering better e-Services for citizens and businesses
Introduction of new forms for providing administrative services to citizens and businessBulgariaMinistry of Labour and Social PolicyNational levelPublic administration, modernisation, institutional affairs, reformAt MLSP there is an established practice of monitoring the opinions and suggestions of clients with respect to the accessibility of administrative services provided.
Improving quality in the Bulgarian public administrationBulgariaMinistry of State Administration and Administrative Reform (MSAAR)National levelPublic administration, modernisation, institutional affairs, reformThe project facilitates the efforts of the government
Facing the people - adaptation of administrative processes, depending on the expectations of societyBulgariaMunicipality BratsigovoLocal levelPublic administration, modernisation, institutional affairs, reformIn the area of transparency, the project aims towards putting citizens at the heart of the administrative process and the displacement of administration
Check your local taxesBulgariaStara Zagora MunicipalityLocal levelTaxation, customs, financesStara Zagora Municipality is the first Bulgarian municipality to inform its taxpayers via Internet
Cyprus price level monitoring project (PLMP)CyprusCyprus Competition and Consumer Protection Service,Ministry of Commerce, Industry and TourismNational levelEconomic affairs, competition, SMEThe project aims to inform consumers about prices of basic consumer products
Reengineering of the processes of the road transport department towards a paperless and interactive e-government internet service providerCyprusDepartment of Road Transport (RTD)National levelPublic administration, modernisation, institutional affairs, reformAt a more specific level, the objective is to provide the services via the internet using paperless procedures
From a larboratory providing analytical services to a scientific centre supporting policies and responsive to society needsCyprusState General Laboratory, Ministry of HealthNational levelPublic health and social welfare/affairsThe SGL is a prototype model of the Government Laboratory transformed into a robust multidisciplinary and multifunctional organisation
Improving communication with citizens through CAF-BASED SELF-ASSESSMENTS (LCD)CyprusThe Land Consolidation Department (LCD)National levelEnvironment, climate change, agriculture (incl. food safety) and fisheryThe Land Consolidation Department (LCD) innovates and uses quality management tools to upgrade/extend the services offered to the citizen/customer-landowner
Library 10 & meeting pointFinlandHelsinki City LibraryLocal levelEducation (higher and lower), training and learningMeeting Point operates in tandem with Library 10 and is part of the Helsinki City Library system
The assessment model for museumsFinlandNational Board of AntiquitiesNational levelSports, youth, culture and artThe Assessment Model for Museums is designed specifically for museums so that every professional museum, regardless of size or type, should be able to make use of it
NETARI.FI-Online youth workFinlandYouth Department, City of HelsinkiNational levelSports, youth, culture and artThe aim of the Netari.fi project is to develop youth work on the internet and to create a nation-wide coherent work model and working culture
Administrative consultation projectFranceCaen City CouncilLocal levelPublic administration, modernisation, institutional affairs, reformThe project was developed with the aim of encouraging more participatory, cross-departmental working methods
Design, development, implementation and management of the budget, financial and accounting information system of the french stateFranceFrench Government’s Financial Information Technology Agency (AIFE)National levelPublic administration, modernisation, institutional affairs, reformAIFE has the responsibility of building the target information system aimed at integrating all the actors of state financial governance (budget and accounts) in a single application.
Provenance database-an innovative tool in the povision of citizen-friendly public administration serviceGermanyBundesamt für Zentrale Dienste und Offene Vermögensfragen Bundesamt für Zentrale Dienstem und Offene Vermögensfragen (BAVD)National levelPublic administration, modernisation, institutional affairs, reformDetailed documentation of the results of research on the provenances of artworks which are currently in the possession of the Federal Republic of Germany and were previously owned by the former German Reich
Implementation of a prototypical electronic file on the basis of a service oriented architecture (SOA)GermanyMagistrat der Hessischen Landeshauptstadt Wiesbaden, Dezernat III/Stabsstelle für InformationsmanagementLocal levelPublic administration, modernisation, institutional affairs, reformThis modernisation project is being implemented from the inside out
Air traffic service providerGermanyRhein-Neckar Flugplatz GmbHNational levelTransport and infrastructureRhein-Neckar Flugplatz GmbH decided to become a certified Air Navigation Service Provider, becoming a competitor to the German monopolist DFS
Complex performance development at the mayor's office of Budapest 13th districtHungaryBudapest 13th District Mayor’s OfficeLocal levelPublic administration, modernisation, institutional affairs, reformContinuous improvement of quality and an increase in performance have become the main objectives of the overall quality policy
EDischargesIrelandProperty Registration Authority (PRA)National levelJustice, police, human rights and securityThe development of this capability is central to progress towards a national system of electronic registration of title (e-Registration) and the system marks the delivery of the first element of electronic conveyancing (e-Conveyancing) in Ireland
Paye customer service reformIrelandRevenue CommissionersNational levelTaxation, customs, financesWe are now working to give people their entitlements using advertising campaigns, better information leaflets and a significant experiment in giving tax credits automatically when we have enough information available
Si.Mo.R.A. - Sistema informativo per il monitoraggio dei rischi ambientaliItalyAzienda Sanitaria Provinciale di CatanzaroLocal levelPublic health and social welfare/affairsThe use of the SiMoRA platform allows the public officers a real and effective working security and increased efficiency in both the planning of routine controls and inspections
Learning with pleasure in the castle of knowledgeItalyComune di CarpiLocal levelSports, youth, culture and artThe Castle gives the children and youngsters of our territory the possibility to be active ‘citizens’, to have a place where they can be free to come and go, free of charge, and where they can share emotions and experiences whilst socialising
MonitoresItalyComune di NuoroLocal levelEducation (higher and lower), training and learningWith the ‘Monitores’ project, the administration intends to assess, monitor and analyse
Santarcangel and its future - let's draw the city tomorrowItalyComune di Santarcangelo di RomagnaLocal levelPublic administration, modernisation, institutional affairs, reformThe main purpose was to involve people in the PSC definition by recognising they had an active role in making policy decisions
Local action plan for simplification of the administration of companiesItalyDirezione Generale Comune di Reggio EmiliaLocal levelEconomic affairs, competition, SMEThe action plan involved the creation of a combined technical group involving the City Council (managers and representatives) and professional associations(representatives nominated by the associations in the TAI).
Modus system - Electronic formsItalyIstituto Poligrafico e Zecca dello Stato S.p.A.National levelEconomic affairs, competition, SMEThe project was created to meet the need for an electronic archive of forms that have already been validated, standardised and accompanied with technical specifications
Il TrovatoreItalyItalian Customs AgencyNational levelJustice, police, human rights and securityIn short, the project has the aim of rationalising the handling of container goods in port-retro port journeys
Midir - Multidimensional integrated risk governanceItalyLazio Innovation Technology(LAit)Regional levelPublic administration, modernisation, institutional affairs, reformThe concept and results of the regional project were disseminated to decision-makers at different levels and scientific experts due to focused networking, communication and dissemination activities
Municipal processes re-engineering to improve performanceItalyMunicipality of MilanLocal levelPublic administration, modernisation, institutional affairs, reformThis is an administrative simplification initiative that involves the procedures for legal registration of foreign citizens and the suitability of their housing, encouraging the use of self-certification
Sicuramente... Più sicuriItalyProvincia di Arezzo Servizio Protezione CivileLocal levelEducation (higher and lower), training and learningThe ‘Sicuramente… più sicuri’ (Surely… more secure) project, the Primary School ‘S. Pertini’ of Subbiano (Arezzo) won the first National Prize ‘Buone pratiche, sicurezza e salute’ promoted by Cittadinanzattiva of Rome
Management through measurement and knowledgeItalySettore Attività Produttive Provincia di SalernoLocal levelPublic administration, modernisation, institutional affairs, reformThe reasons underlying this Plan can be summarised by the need to be accountable for actions in full knowledge and awareness
Application of the lean organisation principle in Treviso chamber of commerceItalyTreviso Chamber of CommerceLocal levelEconomic affairs, competition, SMEThe Treviso Chamber of Commerce was one of the first agencies to adopt a Quality Certification System for all services
Dematerialisation of documentsItalyUniversita’ degli Studi della Tuscia - Ufficio del personale TA - ViterboLocal levelEducation (higher and lower), training and learningThis project costing low made it possible to digitise all the paper flow, thus eliminating the time required for the physical transfer of documentation as well as the cost of unnecessary photocopying, thus allowing storage on digital media, according to the legal and privacy law.
Developing quality culture via self-evaluation and public accountabilityLithuaniaKaunas CollegeRegional levelEducation (higher and lower), training and learningThe purpose of the internal quality assurance system is constant development of the college’s activity
Becoming a single juridical entityLithuaniaPublic Police Protection OfficeNational levelJustice, police, human rights and securityA unification of the Public Police Ptotection Office helped reorganise the technical facilities of the separate sections of the Office and helped compensate the deficit of technical equipment in the less developed regions.
Effective rendering of disability establishmentLithuaniaService of Establishing Disability and Capacity for Work, Ministry of Social Security and LabourNational levelPublic health and social welfare/affairsA new information system was designed with the intention of unifying and integrating the work of all employees and departments, alleviating and qualitatively improving the control and monitoring their performance, promoting assessment objectivity and internal information flow
The system of evaluation of customer statisfaction in statistics Lithuania to enhance statistical servicesLithuaniaStatistics LithuaniaNational levelPublic administration, modernisation, institutional affairs, reformIt aims to monitor the changes in customer satisfaction, to better understand, serve and meet individual user needs as well as to develop and offer targeted products and services
Electronic servicesLithuaniaVilnius City MunicipalityLocal levelPublic health and social welfare/affairsThe main objective for providing e-Services is to save time for the citizens of Vilnius and to make the service system easier
Only satisfied citizens in ZoetermeerNetherlandsCity of ZoetermeerLocal levelPublic administration, modernisation, institutional affairs, reformIn the spring of 2006 the City Council of Zoetermeer decided to strive towards an ambitious goal to increase citizens’ satisfaction with the customer-related services by 2010.
Service guarantees (Servicenormen NL)NetherlandsGemeente De Ronde VenenLocal levelPublic administration, modernisation, institutional affairs, reformThe service guarantees are being measured every month. These measurements show that at least 95 percent of the service guarantees are being met.
... further results