Serving Citizens 2026: delivering Better Public Administrative Services is the work of the OECD Directorate for Public Governance, under the overall leadership of Elsa Pilichowski, Director, and Gillian Dorner, Deputy Director. The publication was prepared by the OECD Governance Indicators and Performance Division, under the direction of Valerie Frey, acting Head of the Division, and Arnault Prêtet, Head of Digital Government, Innovation and Public Services Unit. Serving Citizens 2026 was co-ordinated and drafted by Conor Das-Doyle, with Brett Carson managing the collection of original data. Emilie Balbirnie and Santiago Gonzalez co-led design of the survey and supported analysis and drafting of the report. Additional analysis and drafting inputs were provided by Chayaphon Ariyakhunakul, Monica Brezzi, Marco Daglio, Felipe Gonzalez-Zapata, Nora O’Donnell, Amelie Schurich and Kenjiro Taniguchi. Research assistance was provided by Anais Gaffud, Alexis Kyander, Timothy Tennant and Elina Smetanina. Initial versions of the survey used to collect original data were developed and tested with EU countries taking part in a European Commission funded TSI on public services. Valuable questionnaire responses and feedback on the report were shared by delegates to the OECD Public Governance Committee.
The Foreword and Acknowledgements were added to this publication by the OECD Secretariat.