Foreword 3

Acknowledgements 4

Executive summary 7

1 Human-centred public administrative services matter 10

  References 13

  Note 13

2 Public administrative services in OECD countries: State of play 14

  2.1. PAS delivery is ubiquitous in government and people’s everyday lives 15

  2.2. Satisfaction with PAS is moderately high, with room to improve 15

  2.3. Countries deliver PAS at different levels of government, with the central government playing an important role in most cases 16

  2.4. Assessing costs, effectiveness and efficiency of PAS remains a challenge 20

  2.5. How to reform PAS with people at the centre? 21

  References 22

  Note 22

3 OECD Recommendation on Human-Centred Public Administrative Services 23

  References 26

4 Strategic vision, values and rights 27

  4.1. Reform strategies are in place, but implementation plans need to be further developed 28

  4.2. The public are not consistently consulted on reform strategy 33

  4.3. Service users’ rights are well protected 33

  References 35

5 Core foundations 36

  5.1. Responsibility for leading PAS reform is well defined, but varies across countries 37

  5.2. Responsibility for implementing PAS reform is shared, and governments are focusing on building cross-agency co-ordination 38

  5.3. Many governments lack an overview of relevant skills among public servants 41

  5.4. Most countries have scope to improve relevant aspects of digital infrastructure 43

  References 46

6 Seamless and accessible services 47

  6.1. Service standards are common, and cases of innovative design processes are observed 48

  6.2. The “Life Events” concept is widespread, but integrated services are not 51

  References 56

  Note 57

7 Measurement, engagement & improvement 58

  7.1. Most countries collect user feedback and experience data 59

  7.2. Performance targets are not consistent in coverage or use to improve services 65

  7.3. Performance targets are not consistently linked to performance management 68

  7.4. Performance and experience data are not regularly used to improve services 70

  7.5. Performance data are not systematically published 72

  References 75

8 Delivering better public administrative services 76