Innovation and Digital Government for Public Service Delivery

Related SDGs: SDG 1, 2, 3, 4, 5, 6, 7, 8, 9, 11, 15, 16, 17  
Keywords: Innovation, Digital Government  
Language: English

Learning Objectives

The training toolkit contains a set of comprehensive training materials aimed at strengthening the capacities of government officials to promote innovation for SDG implementation. ​

Upon completion of the training, learners will have:​  

  • Assessed how their government institutions support service delivery for the implementation of the 2030 Agenda for Sustainable Development and its 17 SDGs​.
  • Mapped public services in the context of their National Development Plan and the SDGs.
  • Conducted a Visioning Exercise on what inclusive, effective, efficient, responsive and resilient public service delivery would look like in the future​.
  • Examined the innovation challenges and opportunities, capacity gaps and strengths vis-à-vis various dimensions of public service delivery: 1) responsiveness, 2) quality, 3) affordability, 4) accessibility and 5) people-orientation​.

  • Designed a Roadmap and Action Plan to identify priorities for innovation; which institutions will do what and how; baseline and action planning cooperation framework; examples and case studies of inclusive, effective, responsive and resilient service delivery.
  • Gained an understanding of the importance of evaluation frameworks and how to use them.
  • Applied systems thinking and stakeholder analysis to the promotion of innovation in service delivery.
  • Explored and applied to one’s own context new methodologies and approaches to promote innovation, such as innovation labs, design thinking, and feedback mechanisms.

Content and Structure

Toolkit at a Glance  

The Toolkit is comprised of the following modules and sessions that can be used to conduct a regional or national training

Course Overview 

Understanding the role of government, public service, innovation and digital transformation in realizing the Agenda 2030  
Module 1.1. Welcome & Introduction to the Course  
Module 1.2. Government, Public Service and the Agenda 2030  
Module 1.3. Our National Development Plan  
Module 1.4. Innovation, Digital Transformation and Digital Government  
Module 1.5. Realizing Digital Government Transformation  
Module 1.6. Building Situational Awareness through a DTCA

Exploring Key Concepts and Conducting the Digital Transformation Assessment  
Module 2.1. Welcome and Introduction to Day 2  
Module 2.2. Innovation and Digital Government: Principles and Strategies to Innovate in Public Service Delivery  
Module 2.3. Building Situational Awareness with the DTCA  
Module 2.4. Systems Thinking and Situational Awareness  
Module 2.5. Introduction to Components of Action Planning Part 1  

Mapping the Institutional Environment  
Module 3.1. Welcome and Introduction to Day 3  
Module 3.2. Implications for the Realization of the NDP  
Module 3.3. Public Value Framework Part 1  
Module 3.4. Enabling change: Innovation Labs and Design Thinking  
Module 3.5. Case Study: UNCEF’s Kosovo Innovation Lab  

Toward a Road Map and Action Plan  
Module 4.1. Welcome and Introduction to Day 4  
Module 4.2. Tools and Techniques for Building Situational Awareness  
Module 4.3. Do-ability vs Priority Analysis  
Module 4.4. Action Planning Part 2  
Module 4.5 Case Study: UNDP Working Toward Results and Accountability in the Public Sector in Malawi  

Bridging Gaps in Public Service and Public Service Delivery Action Plans  
Module 5.1. Welcome and Introduction to Day 5  
Module 5.2. Plenary Discussion Prioritizing Recommended Actions  
Module 5.3. What Needs to Change? What Change Will Create the Most Value?  
Module 5.4. Case Study: Socio-Technical View of Innovation  
Module 5.5. Looking Ahead  
Module 5.6. Course Evaluation and Closing Ceremony

Agenda at a Glance of the 5-day Training Workshop

Trainer's Manual  

Download the Toolkit Packages

Targeted Audience  
Schools of public administration, national experts – government officials, academics, UN Country Teams, and others

Additional Information  
Terms and Conditions of use for the Curriculum on Governance for the SDGs  

Piloting of the Toolkit in the Caribbean Region:   
Piloting of the Toolkit: Facilitated Online Capacity Development Workshop   
Report of the Workshop [single pages version] [spreadsheets version]  
Abridged Version of the Training Material  
Facilitator's Guidance for Facilitated Online Capacity Development Training  

Video of the Toolkit  
Fact Sheet of the Toolkit  
Feedback Survey  

The training toolkit is free of charge. If you have any questions about the toolkit, please send us an email at