Public eServices course materials focus on people-centric design, trust and transparency, and the use of practical frameworks for continuous improvement and responsible innovation. The course builds a systems view of digital public services, showing how user experience, operations, data, governance, and technology together shape reliable and fair outcomes.
In this course, you will:
- Understand what makes a public eService truly end-to-end
- Learn how to design inclusive and accessible services
- Apply trust, transparency, and governance frameworks
- Analyze services using journeys and system views
- Define and measure public value and quality
- Use evidence and feedback for continuous improvement
- Explore responsible use of emerging technologies
Guna Puce, author of the lessons, is an experienced eGovernment and public administration expert with a strong legal and digital governance background, currently working with the Ministry of Justice of Latvia and advising on public law and digital transformation initiatives. She has extensive experience in public sector digitalization, including delivering presentations and participating in discussions on future-proof public services and meaningful digital transformation across the Baltics. Guna also engages with OECD-SIGMA and EU-funded projects on public administration reform and actively shares insights on practical strategies for digital service improvement and capacity building.
By the end of the course, you will be able to think and act like a service designer and steward in the public sector, making informed decisions that improve outcomes for citizens, businesses, and public institutions. Good luck!
About Instructor
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Course Includes
- 17 Lessons
- 13 Quizzes
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