Service design and delivery in the European Neighbourhood Policy East region
A comparative report on designing and delivering administrative services in Armenia,
Azerbaijan, Georgia, Moldova and Ukraine
European Neighbourhood East countries have been actively engaged in improving service
delivery for citizens and businesses for some time. Some have opted for flagship initiatives
(often with large-scale, one-stop shop solutions), some for digitalisation of services,
while some have taken an incremental approach towards the service delivery modernisation
process. This comparative paper outlines the state of play in the design and delivery
of public administrative services in Armenia, Azerbaijan, Georgia, Moldova and Ukraine.
Public administrative services cover the vast array of interactions with (and within)
government: making enquiries, applications, registrations and payments, and receiving
information, documentation, decisions and funds. These contacts allow service users
(citizens, businesses and non-governmental organisations) to exercise rights, access
entitlements, execute obligations and achieve ambitions. As well as the description
and analysis of the general service delivery framework(s), institutional set-up and
practical implementation, this paper presents a comparative analysis of a set of life
events and highlights inspiring practices from the different countries.
Published on December 02, 2022
In series:SIGMA Papersview more titles