E13_12: Seeking for better service design and delivery: created by and for citizens

More and more countries worldwide are placing the administrators in the users’ shoes and trying to understand the citizens’ journey through the service request. Today, we will talk about public services and service delivery. Our guest is Gregor Virant, Head of SIGMA and former minister of public administration of Slovenia. SIGMA stands for Support for Improvement in Governance and Management, a joint initiative of the OECD and the European Union.