Innovation Tag: Process Facilitation and Co-design

In Hungary, navigating government services meant deciphering bureaucratic language across dozens of unconnected portals; most people queued at a government window instead. The Digital Citizenship Programme (DÁP) reorganised this from the citizen's perspective: one mobile-first ecosystem with digital identity, binding e-signatures, and services organised around life events. Within 18 months, 1.66M citizens registered voluntarily, completing now in minutes what previously demanded a visit in…

The Saudi Commission for Health Specialties introduced Basma as a new model to help healthcare professionals navigate complex regulatory services more easily. The platform uses artificial intelligence and a localized avatar to translate regulations into clear, step-by-step guidance, enabling practitioners to understand requirements and complete processes independently. This improves access to services, reduces confusion, and enhances the efficiency of regulatory service delivery.

Gaeilge365 was created to respond to growing demand for bilingual public services while opportunities to use Irish in everyday local authority services remained limited. It redesigns existing services to create real speaking opportunities, increasing annual use from 10,000 to over 26,000 in one year, with a target of 150,000 by 2028. It is innovative because it replaces translation‑based compliance with a scalable, measured service model that delivers clear social impact.

Government entities often face delays and inconsistent implementation because complex digital policies are difficult to translate into clear technical action. DGCP is an AI-enabled platform that converts policy documents into actionable technical requirements and implementation-ready outputs, helping government teams deliver more compliant and consistent digital services. It is innovative because it connects policy interpretation and technical execution in one workflow.

“Madrid, Digital Capital” is a city-wide transformation model that redesigns how Madrid delivers services and makes decisions using real-time data and digital tools. It simplifies procedures, improves daily services and helps the city respond faster to citizens and businesses. It is innovative because it turns digital transformation into a single, measurable system for running government, not just isolated projects, and that is fully user and citizen centred and also environmental centred.

Digital Transformation Co-Creation Platform enables national and local governments to co-create policies and services through knowledge sharing and mutual learning. In Japan, diverse knowledge and challenges exist across about 1,780 local governments but are not adequately shared due to hierarchical communication structures. Digital Agency has developed a co-creation ecosystem where government officers nationwide can engage in open, flat, and two-way communications as individuals.

The Technological Support Solution for Scrutiny(TSS),developed by ONPE, modernizes Public Management and Digital Government. During elections,poll workers manually fill out multiple official records. The TSS digitalizes votes and produces printed records, simplifying their task. The results are encrypted and securely transmitted to the central office, speeding up their delivery. Additionally, digital certificates were introduced for electronic signatures, giving legal value to the generated PDFs

The Federal Emergency Management Agency (FEMA), a component of the United States’ Federal Government, has fully reimagined its DisasterAssistance.gov website to make applying for disaster assistance faster than ever. This change will reduce time burdens for survivors post-disaster, when they are in greatest need and the most overwhelmed. This effort has been built on decades of feedback from disaster survivors and is expected to reduce the registration time by more than 15%.

In the U.S. government, community members have experimented with designing the government services they will use. Their lived experience improves service outcomes, builds better relations with the government, and creates greater ownership over the service. This is new; normal participatory design of government services just includes community members for certain activities at certain points, never throughout, and never allowing the community to lead and frame the project or choose methodologies.

Zaragoza City Council has launched a new electronic citizen participation platform with the aim of involving its citizens in public policy decisions and in the design of its services. It provides an interactive space for residents to actively contribute, strengthening the collaboration between the administration and the community, thus fostering a more inclusive and transparent management.