Towards an Evaluation Plan for Integrated Public Service (IPS) Provision

Abstract

Public Authorities increasingly provide Integrated Public Services (IPS) using co-creation approaches and new technologies. To further support public authorities, the European Union is funding, within the Horizon 2020 (H2020) Programme, the inGov project aiming to advance work on IPS and public service co-creation by employing new technologies, particularly mobile and chatbots. The project results will be deployed and evaluated by public authorities in four EU Member States and these results need to be properly evaluated. The aim of this paper is to present the evaluation strategy and methods to be used for evaluating the results of inGov project. More specifically, three iterations of pilot implementations are planned with each one following a cycle of Plan – Implement – Analyse actions. Overall, three types of evaluators will be involved in inGov evaluations: pilot partners; pilot stakeholders, i.e. public employees, citizens, businesses, NGOs; and domain experts. Six evaluation dimensions will be pursued to cover all project's results, which are technical, organizational and policy-related.