Serving Citizens 2026

This report examines how OECD governments can deliver better public administrative services (PAS). These are the administrative processes that people use to comply with laws and regulations, access government services and exercise their rights. Examples include registering a birth or death, obtaining a passport or ID, registering to vote, and applying for permits, licences or benefits. PAS are among the most frequent interactions people have with their public institutions. and can affect their trust in those institutions as well as life outcomes. This report presents findings from the first edition of the OECD Serving Citizens survey, which analyses how PAS are organised and delivered in OECD countries, and how they are implementing the 2024 OECD Recommendation on Human-Centred Public Administrative Services. OECD governments can improve public satisfaction by making PAS more integrated, seamless and simple for users.