Inclusive Public Services: Turning Principles into Practice

Public administration reform is a cornerstone of sustainable development. It provides the mechanisms necessary to deliver quality services to all, ensuring no one is left behind. Yet, the real test of governance lies in how these principles translate into action, particularly in inclusive service delivery.

The Inclusive Service Delivery and the SDGs course equips participants with tools to strengthen local governance, demonstrating how public administration principles—such as accountability, subsidiarity, and transparency—enhance public service delivery.

“The delivery of quality public services at the local level is a critical component of

ensuring that all citizens have access to the opportunities and support they need to

realize their full potential.” – Kofi Annan, former SC of the UN and Nobel Peace Prize laureate.

The Importance of Reform for Inclusive Services

Access to clean water, waste management, health services, and social security is a fundamental human right. However, marginalised populations often face systemic barriers. Public administration reform aligns policy development, fiscal management, and digital innovation with the goal of inclusivity.

The 2023 OECD Principles of Public Administration stress user-centred service delivery, intergovernmental collaboration and digitalisation. Civil servants from EU-neighbour countries to explored these topics in the Management of Public Services training delivered by The Hague Academy in early December. This training was part of the Matra Rule of Law programme implemented  by The Hague Academy,  The Netherlands Helsinki Committee, and Leiden University.

Applying Public Administration Principles in Practice

Key areas where the OECD principles drive change include:

• User-Centered Service Delivery: Placing users at the heart of service design ensures marginalised groups are not excluded. For example, targeted water and sanitation programmes (SDG 6) can increase accessibility  for these groups by adjusting tariffs or providing subsidies.
• Decentralisation and Fiscal Autonomy: Local governments need autonomy and resources to provide effective services. Fiscal decentralisation aligns funding with specific community needs while maintaining transparency.
• Collaborative Governance: Engaging citizens, civil society, and private partners and co-creation initiatives will make services more responsive to citizens’ needs, foster innovation and increase trust between citizens and the government.
• Digitalization for Equity: Combining online and offline systems (Omnichannel)—ensure services meet the diverse needs of users.
• Integrated Service Delivery: Effective intergovernmental coordination improves service provision to citizens.

Empowering Local Leaders as Agents of Change

Capacity building is key to successful public administration reform. Local government officials play a pivotal role in turning frameworks into tangible improvements. Strengthening their skills and tools enables them to lead effectively.

“We need leaders who take public values into account, who can also push back if a policy doesn’t work in its practical implementation,” concludes Otto Thors, Professor and Executive Director of WEGovernment, at the Matra Management of Public Services Training.

Local leaders become agents of change by:

• Engaging citizens in participatory processes that reflect community needs.
• Designing localised solutions that adapt global best practices to local contexts.
• Fostering innovation through collaboration and new technologies.
• Building trust by promoting transparency and accountability.

Building Inclusive Futures

The path to inclusive service delivery is complex but essential. Public administration reform provides the foundation, while localised strategies bring these principles to life. Empowered local leaders, equipped with knowledge and skills, are key to building resilient, inclusive futures. By fostering collaboration, equity, and innovation, governments can meet the needs of all citizens.

Learn more about how you can play a role in turning principles into practice when it comes to inclusive service delivery: Course Inclusive Service Delivery and the SDGs – The Hague Academy