Human-Centric Innovation and Quality in Public Services

This unique course is the result of a high-level collaboration between the OECD’s Observatory for Public Sector Innovation (OPSI), the OECD/SIGMA Programme, and EIPA. It brings together cutting-edge thinking on innovation, digital transformation, and quality management in public administration.

Participants will gain exclusive insights from OPSI’s global work on human-centric innovation, explore SIGMA’s deep policy experience in service delivery and digital governance, and work with EIPA on practical quality improvement tools such as the Common Assessment Framework (CAF). This is not just a training course – it’s an opportunity to connect strategic vision with operational change.

Over two and half days, the programme will guide participants through global innovation trends, frameworks for service design, and practical approaches to implementing user-centricity in public services. From interactive design sprints and systemic innovation labs to CAF-based action planning and case studies from Spain’s Gov to Gov Hub, the course balances theory with practice. Special attention will be given to measuring innovation and anchoring user-centric approaches beyond traditional satisfaction metrics.

Targeted at CAF users, innovation officers, public service managers, and senior officials from EU and neighbouring countries, this seminar offers a unique chance to rethink public service delivery and quality through a human-centric lens.

By the end of this course, you will be able to:

• understand how innovation and user-centricity contribute to trust, legitimacy, and performance in public services;
• reflect on global innovation trends and their relevance for your own institutions;
• explore how managing human centricity and innovation with proven approach of CAF 2020 can strengthen the service delivery;
• design improvement action plans that integrate experimentation, digitalisation, and stakeholder engagement;
• measure the impact of innovation initiatives and link them to quality improvements.

This course will be delivered through a mix of:

• Interactive presentations: framing innovation, quality, and user-centricity in the context of global trends and the CAF model;
• Practical workshops: including design sprints, specific innovation and resilience co-design approaches, and CAF-based collaborative exercises;
• Group discussions: allowing peer-to-peer learning, exchange of national practices, and reflection on innovation enablers and barriers;
• Case studies: featuring real examples from local and national administrations, including Spain’s Gov to Gov Innovation Hub and inclusive services initiatives;
• Networking moments: multiple opportunities for participants to connect and learn from each other;
• Quizzes and small group competitions: mixing an approach of testing the course dynamics and the acquired knowledge.

This course will help you rethink your organisation’s approach to service design, innovation, and continuous improvement, with a focus on human-centricity in delivering public services. It will introduce you to frameworks, recommendations, approaches, tools, and strategies that put people at the centre of change, while also reinforcing and managing institutional resilience. You will leave with practical insights, tested methods, and new ideas in how to drive innovation on a systemic and sustainable way. Whether you work in innovation, quality management, or broader public service reform, this course offers a unique opportunity to connect strategic innovation with hands-on tools for lasting improvement.

From innovation officers and quality coordinators to public managers and change agents, it welcomes all who are ready to embed human-centricity and innovation into the DNA of their organisations.

CAF users, innovation officers, quality coordinators, public service managers, policy advisors and senior officials from EU Member States, candidate countries, and neighbourhood administrations interested in combining quality, innovation, and user-centricity in their public service reform agendas.

Project number: 2520103

Course venue
Grupotel Gran Via 678
Gran Via de les Corts Catalanes, 678
08010 Barcelona, Spain

Project Management Officer
Ms Isabela Puscasu
Tel: +31 43 3296240
i.puscasu@eipa.eu

Fee
The fee includes documentation, refreshments, and lunches. Accommodation and travel costs are at the expense of the participants or their administration.

Discounts
EIPA member fee
EIPA offers a discount to all civil servants working for one of EIPA’s supporting countries, and civil servants working for an EU institution, body or agency.

Who are the supporting countries?
Civil servants coming from the following EIPA supporting countries are entitled to get the reduced fee: Austria, Belgium, Bulgaria, Cyprus, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden.

For all other participants, the regular fee applies.

Early bird discount
The early bird discount is not cumulative with other discounts or promo codes, except for the EIPA member fee.

Loyalty coupon
As a token of appreciation we offer all our participants a loyalty coupon for one of our future courses. The offer can be shared with colleagues and relevant networks. The coupon will expire one year after its release. This discount is not cumulative with other discounts, except for the EIPA member fee.

Meals
Dietary preferences can be indicated on the registration form.

Confirmation
Confirmation of registration will be forwarded to participants on receipt of the completed online registration form.

Payment
Prior payment is a condition for participation.

Cancellation policy
For administrative reasons you will be charged €150 for cancellations received within 15 days before the activity begins. There is no charge for qualified substitute participants.

EIPA reserves the right to cancel the activity up to 2 weeks before the starting date. In that case, registration fees received will be fully reimbursed. EIPA accepts no responsibility for any costs incurred (travel, accommodation, etc.).

A few days before the start of the course you will receive the log-in details for accessing the course materials. You can log in here.