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Europe’s digital decade calls on all governments to transform key public services to digital, but local governments lack the evidence and metrics to evaluate their progress and performance.

The Brussels Capital Region is making public services more accessible to its users and shares its experience with other cities.

UserCentriCities has developed a web-based Service Design Toolkit to help cities and regions in the adoption of a user-centric approach at different stages of the design and delivery of digital public services. Including a set of methodologies, tools and tactics, the toolkit also offers cities and regions the possibility of sharing best practices fostering peer-to-peer support.

Like other local governments in Spain, the Catalonia Region went through a radical digitalisation of its services. But to make the transition work, clerks realised they had to put the users first.

During the Third Progress Meeting of UserCentriCities on 08 June in Espoo, Mikko Rusama, chief digital officer from Helsinki, gave a keynote presentation on proactive service delivery.

Helsinki municipality has been long working to put digitalisation of public services at the centre of its agenda, and using it as a strategic enabler for all the city’s operations, focusing on four key elements:

Join UserCentriCities

UserCentriCities is always open to new cities and regions that are interested in joining the network.  
Partnership with the project is free and open to European cities, municipalities or regions that strive to design and deliver user-centric services for their citizens.  

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UserCentriCities Award ceremony 2022