Global Best Practices in Public Administration and Public Service Delivery

1. I-SEHA: Improving Healthcare Services through
Electronic Health Records
Bahrain
The I-SEHA initiative is an integrated healthcare system which is
a key component of Bahrain’s Ministry of Health’s vision to
improve healthcare services. It integrates clinical and
administrative solutions for primary and secondary care, and
patient information into a single Electronic Health Record. It has
resulted in better patient care and greater patient satisfaction. I-SEHA
won Mohd. Abdulelah Hasane the United Nations Public Service Award in 2014.
Computer System Analyst,
Ministry of Health, Bahrain
http://unpan3.un.org/unpsa/Public_NominationProfilev2014.aspx?id=2734

2. Public Service Delivery through e-Governance at
the Grassroots
Bangladesh
Introduced in 2009, the Digital Bangladesh concept aims to
support the government in adopting e-governance as a strategy
for good governance and administrative reform. Engagement at
the grassroots was enabled through the establishment of Union
Digital Centres, one-stop service delivery points for rural
communities which saves time and money for beneficiaries.
Md. Moyeen Uddin
Additional Secretary,
Cabinet Division, Government of
Bangladesh
www.cabinet.gov.bd

3. Transforming Women’s Lives through Gender
Sensitive Public Service
Brazil
Chapéu de Palha Mulher launched in 2007 is run by the
Secretariat for Women’s Policies of the State of Pernambuco
(SecMulher). It is carving out new pathways for women into jobs
once considered to be 'men’s jobs', and transforming rural
women’s lives. In 2012, it received the United Nations Public
Service Award for excellence in gender-sensitive public service.
Cristina Buarque
Pernambuco State Secretariat
for Women, Secretaria de
Planejamento e Gestao - PE
www.secmulher.pe.gov.br

4. A Merit-Based Approach to Managing Workforce
Adjustment
Canada
Driven by global economic uncertainty, in 2012, the Canadian
Public Service Commission embarked on a workforce
adjustment exercise through adopting a coherent and
responsible approach to managing public servants faced with
job loss. They systematically retained and redeployed skilled
employees while also identifying skills that were no longer
Daniel Tucker required.
Commissioner
Public Service Commission,
Canada www.cfp--‐psc.gc.ca

5. Gender Approach in State Budget
Ecuador
With the assistance of UN Women and through internal
advocacy and capacity building, the government of Ecuador was
able to incorporate gender concerns into its budgeting process.
The Ministry of Finance created a Gender Unit to operationalize
a Memorandum of Understanding signed with UN Women,
which served as a framework for implementing gender
budgeting and other guidelines. This initiative received the
United Nations Public Service Award in 2013.
Carola Yanez
Senior Advisor,
Ministry of Finance
http://www.finanzas.gob.ec

6. Public Service Reform through Emphasizing a
Performance Management System
Ghana
By introducing a comprehensive performance management
system, Ghana’s public services was able to sufficiently attract
and retain talent and create opportunities for merit-based
recognition for all sexes, ethnic backgrounds and occupational
grades. The System also improved morale amongst public
servants.
Robertson Nii Akwei Allotey
Commissioner,
Public Service Commission, Ghana
http://www.psc.gov.gh/

7. State Wide Attention on Grievances by
Application of Technology (SWAGAT)
India
Gujarat developed an elaborate online platform called SWAGAT,
which allows citizens to submit public service related grievances
directly to the Chief Minister’s Office. Over 90 percent of
grievances have been addressed and several repetitive
grievances have resulted in policy changes. The system is
inclusive by ensuring illiterate complainants for example, can
submit their complaints at local government offices. The online
system has significantly reduced transaction costs. The initiative
won the United Nations Public Service Award in 2013.
Ajay Bhadoo
Secretary to the Hon’ble
Chief Minister of Gujarat, India
https://swagat.gujarat.gov.in

8. Mission Convergence
India
Launched by Samajik Suvidha Sangam, Department of
Administrative Reforms, Government of the National Capital
Territory of Delhi, Mission Convergence focuses on holistic
human development, poverty alleviation and women’s
empowerment. Gender Resource cum Facilitation Centres set
up imparted skills to vulnerable women, organized them into
Self Help Groups, created micro enterprises, organized regular
health clinics and imparted non-formal and adult education. The
initiative won the United Nations Public Service Award in 2011.
Rashmi Singh,
Former Executive Director,
Government of India

9. Collaboration Testing
Japan
An initiative of the Saga Prefectural government, established in
2002, ‘Collaborative Testing’ has improved public service
delivery through collaboration with civil society organizations
and private enterprises. The Initiative received the United
Nations Public Service Award in 2010.
Hiroichi Kawashima
Special Advisor,
Saga Prefectural Government,
Japan
http://www.pref.saga.lg.jp/web/_7787/saga--‐english/jyusyou--‐a.html

10. Integrity Assessment of Public Organizations
Republic of Korea
The Republic of Korea introduced an innovation encouraging
public institutions to voluntarily prevent corruption by regularly
assessing and disclosing their integrity levels. Since the
assessment began in 2002, this preventative method to fight
corruption has improved the overall integrity index of the
Korean public sector from 6.43 in 2002 to 8.43 in 2011.
Corruption in public services has reduced. The initiative won the
United Nations Public Service Award in 2012.
Donghyun Kim
Deputy Director,
Anti-Corruption Survey and
Evaluation Division,
Anti-Corruption and Civil
Rights Commission
http://www.acrc.go.kr/eng_index.html

11. E-kasih
Malaysia
The initiative established in 2007 aims to improve the
effectiveness of poverty eradication through a centralized
National Poverty Data Bank which includes detailed information
on poverty profiles, aid received by government and NGOs, and
monitors effectiveness of assistance programmes. The Initiative
received the United Nations Public Service Award in 2012.
Aizul Fidy Bin Kamarudin
Deputy Director,
Implementation Coordination
Unit, Prime Minister’s
Department, Malaysia

12. Civil Registration and Identification of Children
Peru
This nation-wide campaign, started in 2002 aims at providing
children with a national document of identification. The
Campaign has successfully identified 10 million children and
enabled their access to public services and benefits. The
Initiative received the United Nations Public Service Award in
2013.
Carlos Reyna
Manager,
Restore Identity and Social
Support, RENIEC
www.reniec.gob.pe

13. GAINDE 2000/ORBUS
Senegal
GAINDE 2000 aims to assist the Customs Department in
modernizing and promoting Senegalese expertise in Africa and
beyond. Since 2004, GAINDE 2000 has put in place a platform
for international trade called ORBUS to simplify, harmonize,
standardize and modernize customs and trade procedures. It
has resulted in greater trade celerity and efficiency through
drastically reducing transaction costs and delays in international
trade. The Initiative received the United Nations Public Service
Award in 2012.
www.gainde2000.sn
Ibrahima Nour Eddine
Diagne
Managing Director, GIE
GAINDE 2000, Ministry of
Trade, Investment and
Industries, Senegal

14. Effective Budget Management
Singapore
The Ministry of Finance implemented a series of budget reforms
since 2000 that have enabled effective alignment and
communication between the political leadership, policy and
operations; better management of cash flows by Ministries and
the use of pooled money for priority areas and projects, thereby
promoting innovation and cross-agency collaboration.
www.mof.gov.sg
Devadas Krishnadas
Chief Executive Officer,
Future-Moves Group Ptd. Ltd.
Ministry of Finance, Singapore

15. Planning and Implementation of Regularized
Informal Settlements (Mkurabita)
Tanzania
Mkurabita is a property formalization programme that aims to
address unplanned urban settlements by regularizing slums,
mobilizing communities to participate in the regularization
project and encouraging people to use ownership certificates
to access loans from financial institutions. The Programme
received the United Nations Public Service Award in 2011.
George D Yambesi
Permanent Secretary,
Public Service Management,
President’s Office, Tanzania www.mkurabita.go.tz

16. Integrating Network and Community Participation
for Effective Malaria Management
Thailand
The Vector Borne Disease Control Unit conceptualized and
implemented a capability improvement model aimed at
significantly reducing malaria, widely prevalent in the Tha Song
Yang district in Thailand. Innovations included using radio waves
to communicate with remote rural areas; staff stays in villages
to understand traditional cultures and monthly monitoring and
fiscal evaluation. The Initiative received the United Nations
Public Service Award in 2014.
Sakchai Chaiyamahapurk
Director, Office of Disease
Prevention and Control,
Department of Disease
Control, Ministry of Public
Health, Thailand
http://unpan3.un.org/unpsa/Public_NominationProfilev2014.aspx?id=2895

17. TTBizLink Project
Trinidad And Tobago
The TTBizLink is an online portal, which allows access to, and
processing of applications for various trade and business related
government services. It was implemented to address Trinidad
and Tobago’s declining global competitiveness. It has pioneered
e-business legislation; over 14,000 transactions have been
conducted across 27 e-services and processing times have been
reduced. The country advanced in the Doing Business Report to
66th in 2014 from 88th in 2008. The Initiative received the United
Nations Public Service Award in 2013.
www.ttbizlink.gov.tt
Neshan Singh
Single Electronic Window
Specialist, Ministry of Trade,
Industry, Investment and
Communications, Trinidad and
Tobago

18. Electronic Shared Services
United Arab Emirates
The comprehensive Electronic Shared Services (ESS) initiative
aims at achieving synergy across government entities. Today
more than 50 ESS provide a multitude of benefits including one-stop-
shop services, operational efficiencies through cost
savings, automated processes, enhanced decision support and
easier policy enforcement. Customer survey results report
almost 80% satisfaction levels with Dubai eGovernment
provided ESS. The Initiative received the United Nations Public
Service Award in 2013.
www.deg.gov.ae
Marwan Salem Bin Haider
Executive Director,
Implementation and Planning
Unit, Dubai Smart
Government

19. Uruguay Competes
Uruguay
Uruguay Competes aims at making recruitment of public
administration staff transparent and democratic. Recruitment
of all public officials now involves a single set of processes and
procedures, reducing workloads and inconsistency. A single
portal ensures universal access to all competitive recruitment
of public administration officials. The Initiative received the
United Nations Public Service Award in 2014.
Osvaldo Almeida
Gestión de Proyectos,
The National Civil Service
Bureau, Office of the
President of Uruguay
www.deg.gov.ae