PSTW Webinar series | Next-Generation EU Public Services: Omnichannel and Proactive, 2026-07-02, Online

[Jim J. Yang]

PSTW Webinar series | Next-Generation EU Public Services: Omnichannel and Proactive

️​ 2 July 2026, h. 10:00-11:30 CEST

Government service delivery is undergoing a major transformation driven by technological change, shifting citizen expectations, and new opportunities to create public value. Two important developments are becoming apparent: a shift toward integrated omnichannel service delivery, and a move from reactive services to more anticipatory and proactive public service provision. However, several key questions remain unresolved, including how these approaches should be implemented in practice, the extent to which they should be adopted, and the types of services for which they are most suitable. Strategies and implementation pathways still need to be carefully designed.

This webinar will address these issues, drawing on findings from two JRC research projects led by external experts, and will include discussion with a panel of practitioners and scholars.

Register here!

Agenda

• 10:00 – 10:10 Welcome
  ️​Stefanos KOTOGLOU (European Commission – DG DIGIT)

• 10:10 – 10:15 Scene setter: JRC research on Public Service management and delivery
  ️​Paula RODRIGUEZ MULLER (European Commission – JRC)

• 10:15 – 10:45 Omnichannel and proactivity in public service delivery: research results
  ️​Willem PIETERSON (Independent researcher)
  ️​Anastasija NIKIFOROVA (University of Tartu)

• 10:45 – 11:20 Implication for practice: discussion with experts [TBC]

• 11:20 – 11:30 Conclusions
  ️​Paula RODRIGUEZ MULLER (European Commission – JRC)