Human-Centric Innovation and Quality in Public Services, 11-13 November 2025, Barcelona

What makes this training truly stand out is the exceptional partnership behind it. Developed and delivered jointly by the OECD’s Observatory for Public Sector Innovation (OPSI), the OECD/SIGMA Programme, and the European Institute of Public Administration (EIPA) -– the house of the European Quality Centre, it offers an unparalleled blend of visionary thinking, hands-on expertise, and real-world impact. This collaboration ensures participants benefit from the latest European and global approaches to public sector reform, combining OPSI’s experimental and forward-looking insights, SIGMA’s deep policy expertise, and EIPA’s practical training and change management approaches.
Participants will gain exclusive insights from OPSI, the OECD’s global hub for public sector innovation, known for its human-centric approaches to transformation and experimentation in government. From SIGMA, a flagship EU–OECD initiative, they will benefit from deep, practical knowledge on administrative reform, service delivery, and digital governance in some of Europe’s and European neighbourhood most dynamic reform contexts. And with EIPA, home to the European CAF Resource Centre, they will explore how to turn strategy into action using the most trusted quality management approaches for public administration.
This is not just another training – it is a rare chance to learn directly from Europe’s top reformers and institutional innovators. If you are ready to lead change and elevate your organisation’s performance, this course was made for you.
The programme starts with key strategic insights into the challenges of modern governance and the growing demand for human-centred service delivery. Participants will reflect on how governments can transform their public services by embedding innovation and quality as driving forces of change.
Participants will explore global innovation trends and learn how the Common Assessment Framework (CAF) 2020 can support systemic and sustainable improvements. Through case studies, interactive sessions, and practical exercises, the course will introduce design-thinking, co-creation, and agile tools, helping participants to translate strategic reflections into concrete CAF improvement action plans.
Finally, the training will focus on how to measure and anchor innovation and human-centricity in public services, going beyond satisfaction surveys and ensuring meaningful continuous improvement.