Governments around Central and Eastern Europe (CEE) are under pressure to increase efficiency, comply with regulations and ensure national security, but most of all they need to respond to their citizens’ growing demand for public services that are citizen-centric. 

Digital transformation offers CEE governments the opportunity to meet the citizens’ aspirations for open, transparent and responsive governments.  If governments in CEE can manage to keep citizens and their needs at the heart of the process, these changes will help to continue delivering on the promise of the revolution that swept through the region beginning in 1989: states that work ever more transparently and efficiently to serve the interests of their people.  

Our report explores possible approaches to building citizen-centric services models, providing practical guidance for people engaged in digitalization of public services. To improve the provision of services designed for citizens, we recommend that governments in CEE focus on five steps below.