Governments that Serve: Innovations that Improve Service Delivery to Citizens

Historically, the difficulty to innovate has been raised as an inherent characteristic of the public sector. However, many governments are changing how they interact with citizens based on innovative practices that challenge traditional fragmentation, complexity, and managerial weaknesses of public service delivery. This publication presents lessons learned from case studies based on a common analytical framework, which leads to the identification of three important drivers of innovation in services: integrate, simplify, and manage. It analyzes how some governments succeed in coordinating the use of information and communication technologies, regulatory tools, and management models to deliver better services. Also, recognized experts present findings of international experience and provide recommendations for decision makers interested in placing the needs of citizens at the center of their actions.