International Workshop: Re-inventing Public Service Delivery
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3 May 2017 - 5 May 2017

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Dates and venue:

3-4 May 2017, UNDP’s Global Centre for Public Service Excellence, Singapore with the Learning Journey to Malaysia, Johor on 5 May 2017.

The international workshop “Re-inventing public service delivery” was organized to respond to the increased demand for governments to find ways of improving the efficiency and effectiveness of its service.

The overarching objective of this workshop was to strengthen developing country capacity for the design and implementation of OSS for public services at national and/or local levels. Greater clarity over drivers for success and failures will help pave the way to public sector service transformation. Workshop was closely structured around customer centric One Stop Shop, while using global examples to illustrate the diverse ways and experience. Workshop was designed to convene collaborative  multi-stakeholder  groupings of  institutions  and  organizations  drawn from multiple contexts that share knowledge on public sector reform.

The workshop was jointly organized by the UNDP Global Center for Public Service Excellence in Singapore, the Government of the Republic of Kazakhstan, the Regional Hub of Civil Service in Astana, and World Bank Global Knowledge and Research Hub in Malaysia.

The workshop also included a back-to-back Learning Journey to Malaysia to explore the continuing relevance of One Stop Shops, the political economy dimension and technical implementation challenges, good practices and lessons learned, in the context of wider concerns to improve citizen-centered service delivery.

Workshop agenda

Public Service Delivery_Albania

Public Service Delivery_Azerbaijan

Public Service Delivery Kazakhstan

Malaysia UTC 

Public Service Delivery Moldova

Public Service Transformation_Singapore

World Bank Group_Effective Citizen Service Centres

World Bank Group_Malawi lessons