IOG Reports on Citizen-Centric Services in IDB Publication
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: https://publications.iadb.org/handle/11319/7971