Digitalisation and Public Services
Public services are where citizens experience public administration most directly. We support administrations in advancing digital transformation and implementing quality management systems, thereby contributing to more accessible, reliable, and resilient public service delivery.
Digitalisation and Service Delivery covers the wider digital-government agenda, supporting public administrations in developing and implementing innovative policies, as well as user-centred, accessible, and high-quality public services.
Under this programmatic stream within the Service Delivery portfolio, our activities are focused on the following priorities:
- Digital-ready policies - We support the development and ongoing review of regulatory frameworks that enable digital transformation.
- Digital skills – This entails designing and implementing comprehensive digital skills development programmes to ensure public sector professionals acquire the competencies required for the digital era.
- Innovative public services - We assist administrations in embedding innovation into public policy and service delivery, and also promote the responsible use of technology, safeguard privacy, and ensure that the needs and rights of vulnerable groups are respected.
- Digital transformation governance and trust services – We strengthen the coordination and leadership of digital transformation by supporting leading institutions and decision-makers in developing secure, inclusive, and user-centric digital government.
Quality management is essential for improving institutional performance and ensuring continuous improvement in public service quality. As ReSPA Members continue to strengthen their service-delivery systems, ReSPA supports them in introducing quality management models and instruments that identify weaknesses, guide improvement and foster a lasting culture of organisational excellence.
Through the Regional Quality Management Centre (RQMC), ReSPA provides expertise and tailored assistance to institutionalise quality management across public administrations. A central element of this work is the implementation of the Common Assessment Framework (CAF), which helps public organisations assess their performance, introduce improvements and achieve more sustainable results.
Total Quality Management (TQM) - Through the Regional Quality Management Centre, we promote the systematic use of TQM tools, including the Common Assessment Framework (CAF), and nurture regional networks of specialists, CAF National Correspondents, and External Feedback Actors. As such, RQMC serves as the regional hub for CAF implementation and the awarding of CAF Excellence Recognition certificates.
Every two years, the Public Administration Awards, organised by ReSPA in cooperation with SIGMA, identify, recognise and promote innovative, sustainable and forward-looking initiatives developed by national and local public administrations. As one of ReSPA's flagship activities, the Awards provide a regional platform for sharing successful solutions, transferring knowledge and strengthening cooperation among public institutions. By giving visibility to ideas that deliver tangible results, they encourage administrations to learn from one another and become better prepared for emerging challenges.
Connecting policies, institutions and services
Service delivery does not exist in isolation. ReSPA actively links this thematic area with its other priorities, including Policy Development, Better Regulation, and Simplification, and Human Resource Management and Professional Development. Externally, we cooperate with international organisations and regional initiatives that work on complementary priorities, exploring opportunities for public administrations across ReSPA Members to exchange data, solutions and services more effectively.