In her presentation, Ms. Maija Anspoka, " Development of digital skills in public administration, Latvia`s case", noted that digital skills are now almost as important as breathing – they help to make contacts, find a job, and achieve goals in both professional and personal spheres. Digital skills provide benefits and contribute to competitiveness not only in the business environment, but also in public administration.

The presentation included information about the initiative of the Latvian public administration, which provides for increasing the digital competence and capacity of civil servants, including in the field of service management, data analysis, application of artificial intelligence and other modern technologies in operational and service modernization, flexible information, and communication technology project management.

In group discussions, participants discussed how to promote the use of modern digital technologies, develop the ability of society and public administration to effectively use the opportunities of digital technologies, increasing the competitiveness of the state and the national economy based on the experience of Latvia.

Trainers from Latvia in their presentations also spoke about the activities of customer service centers in Latvia, customer service standards, approaches and concepts and training of customer service personnel, as well as tools used to improve customer service.