IOG Reports on Citizen-Centric Services in IDB Publication


Publication by Inter-American Development Bank (IDB)

This month, Maryantonett Flumian’s report on citizen-centric services in Argentina was featured in a publication by the Inter-American Development Bank (IDB). The publication speaks to the difficulty of innovating in the public service. However many governments are currently renewing the ways in which they interact with citizens by using innovative practices that challenge the traditional fragmentation, complexity, and managerial weaknesses of public service delivery.

This publication presents lessons learned from case studies based on a common analytical framework. It analyzes dimensions such as new information and communication technologies (ICT), government coordination, regulatory frameworks, and management models. Based on these studies, three important vectors of service innovation are identified: integration, simplification and management. Also, renowned experts expand upon the findings of international experience and provide recommendations for decision makers interested in positioning the needs of citizens at the center of government action.

Access the publication here:


About the Authors

  • Maryantonett Flumian

    Maryantonett Flumian


    As the President of the Institute on Governance, Maryantonett Flumian is responsible for the development of the Institute’s vision and strategic direction, project and partnership development, and the fostering of programs to promote public discussion of governance issues.

    She is a seasoned senior executive at the Deputy Minister level in the Canadian federal Public Service with more than 20 years of large-scale operational experience in the economic, social and federal/provincial domains. She is internationally recognized for her work as a transformational leader across many complex areas of public policy and administration such as labour markets, firearms, fisheries, and environmental issues. She was the first Deputy Minister of Service Canada. Her current research focuses on leadership, collaboration, governance, and the transformational potential of technology primarily in the area of citizen-centered services. Maryantonett was at the University of Ottawa between 2006 and 2009 initiating programming for the development of senior public service leaders.

    Maryantonett holds a Master’s Degree in History and completed comprehensive exams towards a PhD in History at the University of Ottawa.

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