Seminar 3 and last, taking place on 1 April 2021, puts the focus on moving towards seamless public service delivery. This event takes place in the framework of a series of 3 webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

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Webinar series organised by SIGMA for the Western Balkan Region
Session 3: Towards seamless public service delivery
1 April 2021
(09:30 – 12:30 CET)
AGENDA
After a first webinar (4th
March), describing the context and concepts of end-to-end public service delivery,
the second webinar (18th
March 2021) addressed key digital building blocks and the founding principles
(interoperability frameworks, common vocabulary, service catalogue, once-only principle) as important
enablers for a seamless public service delivery. The third webinar puts the focus on moving towards
seamless service delivery. The idea is that public service delivery should evolve into an “invisible” public
service, encompassing a person’s life event in one comprehensive and smooth service (end-to-end). The
life event services should require no more than one interaction between a person and an institution and
ideally delivered fully automatically without any physical interactions.

2. 2
09.30 Opening
Nick Thijs – Senior Policy Advisor, OECD/SIGMA
09.40 How to go about designing proactive seamless services based on life events?
Prof Dr Kuldar Taveter, Senior Consultant in e-Government and Digital Economy, Estonia
Dr Ermo Täks – Senior Consultant in E-Governance Architectures and Interoperability, Estonia
10.20 Seamless service conceptual examples
Mihkel Lauk – E-governance and digital transformation expert, Estonia
10.30 Seamless services in Serbia
Dragana Becic, Assistant director Office for IT and e-Government
11.00 Technology and experimentation in the creation of life events in Portugal
Cláudia Barroso - Head of International Relations Unit, Administrative Modernization Agency
Bruno Monteiro – director LABX innovation office
11.40 Designing and delivering public services in the digital age
Ben Welby - Policy Analyst, OECD’s Digital Government and Data Unit
12.10 Conclusion and way forward
Mihkel Lauk – E-governance and digital transformation expert, Estonia
12.25 Closing Words
Kaido Paabusk – Senior Policy Advisor, OECD/SIGMA
12.30 End of the Webinar
ABOUT OECD/ SIGMA
SIGMA (Support for Improvement in Governance and Management) is a joint initiative of the OECD and
the European Union. Its key objective is to strengthen the foundations for improved public governance,
and hence support socio-economic development through building the capacities of the public sector,
enhancing horizontal governance and improving the design and implementation of public administration
reforms, including proper prioritisation, sequencing and budgeting. We have been working with our
partners on strengthening their public governance systems and public administration capacities since
1992.
CONTACT
Nick Thijs – Senior Policy Advisor OECD/SIGMA (Nick.Thijs@oecd.org)
Kaido Paabusk – Senior Policy Advisor OECD/SIGMA (Kaido.Paabusk@oecd.org)
www.sigmaweb.org