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.