In February 2021, UNDP collaborated with the Royal Civil Service Commission (RCSC), Public Service Delivery Division (PSDD) under the Office of the Prime Minister and Cabinet and Gross National Happiness Commission (GNHC) to innovate the ways in which we interact with the community in improving public service delivery.

A systems approach was undertaken to gather insights on the elements that influence public service delivery. The approach helped recognize the inter-dependence of the multiple elements interacting in the service delivery ecosystem. It eventually led to the portfolio of interventions which includes 1) co-designing and experimenting with the digital service evaluation tool to enhance accountability 2) co-creating and testing the training module to build an empathy based public service 3) testing the involvement of service users in improving accessibility to service centres and 4) shortening the service delivery process by revising service delivery standards.

The report highlights the learnings from the design, test and use of digital service evaluation tool.