Projects - Service delivery

Gov-X

Lao People's Democratic Republic (the)

"We wanted to make it a one-stop digital platform, integrating all the essential public services across ministries… with one application, citizens can access several services online, which modernises our governance"

apps

Digital Service Unit (DSU) South Africa

South Africa (South Africa, Afrika-Borwa, Suid-Afrika)

To drive implementation of the Roadmap, the Presidency is establishing the Digital Service Unit (DSU) to coordinate this whole-of-government effort to modernise services.

ერთიანი სივრცე (United Space)

Georgia (Sakartvelo)

The application allows you to be involved in the democratic process, vote anonymously, receive government services online, and also become a co-owner of important projects.

apps
Rarimo

Public Engagement with Public Sector AI (PEPSAI)

Cardiff University, Cardiff, Wales, UK

Data Justice Lab Directors Arne Hintz (Cardiff University) and Joanna Redden (Western Ontario) have received funding from the Global Wales Partnership Fund to explore strategies for a more accountable use of data and AI in public services, and to enhance civic participation in governmental decision-making on data and AI deployment in Wales and Ontario.

Civic Service Design Graduate Minor at The New School

The New School, East 13th Street, New York, NY, USA

The Civic Service Design minor draws upon a practice and subfield of research and theory that connect to design, social theory, and public policy and management frameworks, methods, and tools to reformulate participation and decision making in the creation of public policies, programs, and services, with the goal of fostering more just and equitable cities and societies.

Projects interrupted when 18F was disbanded

United States of America (the)

An overview of the projects that were terminated when the Trump Administration disbanded 18F

Project 2025

Digital Infrastructure for Governance and Inclusive Transformation (DIGIT)

Bengaluru

Digital Infrastructure for Governance and Inclusive Transformation (DIGIT) is an open-source, scalable, interoperable platform for responsive public service delivery and good governance.

New Practice Lab

Washington, DC

The New Practice Lab's theory of change is deceptively simple: we should design public goods and services the same way we design the most successful private goods and services— in partnership with the people who use them, and suited to the digital age in which we live.

Reduced inequalities

SMART Zambia Institute

Lusaka

The SMART Zambia Institute is a Division under the Office of the President mandated to coordinate and implement electronic government (E-Government) for the citizens, businesses and within government for improved service delivery.

Service Design at Newspeak House

Newspeak House, Bethnal Green Road, London, UK

A curriculum for the Service Design 101 course with readings and case studies

Newspeak House

US Department of Homeland Security Customer Experience Office

Washington, DC

The Department of Homeland Security (DHS) announced today that it has established a permanent Customer Experience (CX) office to help deliver services that are simple to use, accessible, equitable, protective, transparent, and responsive for all DHS customers.

United States (federal government)

Digital Service Network

Georgetown University, Washington, DC

Documenting methodologies of digital service teams in state, local, tribal, and territorial government.

state
local

Seattle By Design

Seattle, WA, United States of America

A pilot program that connected a cohort of volunteer experts with City staff to answer questions and make recommendations using best practices in user research. Seattle By Design is a partnership between U.S Digital Response (USDR) and Seattle Innovation & Performance.

Suomi.fi Quality Tools

Finland (Suomi)

Finnish government tools to make it easy for government offices to assess and improve upon their digital service delivery

Heintzman Leadership Award

Toronto

The Heintzman Leadership Award (HLA) is presented annually by the Institute for Citizen-Centred Service (ICCS) to an individual who has demonstrated outstanding leadership within the Canadian public sector in promoting and influencing change in its delivery of citizen-centred service.

CitizenFirst by Institute for Citizen-Centred Service

Toronto

Research, training, support and awards to promote citizen-centred public sector service to Canadians

Andrew Hyder Government Service Improvement Award

18F, Technology Transformation Services

TTS annually awards the Andrew Hyder Government Service Improvement Award to one or more federal employees who demonstrate both excellence in their work and a commitment to improving the public’s experience with government. This award commemorates the life and work of Andrew Hyder, a consulting software engineer at 18F who tragically passed away in 2021.

United States (federal government)

Customer Experience Projects

Washington, DC

The Biden Administration's approach to human-centered design to re-orient government around a core set of "life experience" personas

United States (federal government)

Center for Human Services Research at University at Albany SUNY

Albany, NY

CHSR is dedicated to developing empirically-based knowledge to improve the design and delivery of services that address social issues and meet community needs in the Capital region, across New York State, and across the United States.

Activecouncil

Cape Town, South Africa

A robust and practical service delivery management platform

Made Tech

United Kingdom of Great Britain and Northern Ireland (the)

We help public sector leaders to modernise legacy applications and working practices, accelerate digital service delivery, drive smarter decisions with data and enable improved technology skills within teams.