Available until November the 1st.

Aula, V. (2023). Evidence-based policymaking in the legislatures: Timeliness and politics of evidence in Finland. Policy & Politics, 1-22. https://doi.org/10.1332/030557321X16873376680333

Baredes, B. (2022). Serving citizens: Measuring the performance of services for a better user experience (OECD Working Papers on Public Governance 52; OECD Working Papers on Public Governance, Vol. 52). https://doi.org/10.1787/65223af7-en

Belmonte E., Cabo D., Maqueda A., Torrecillas C. (2023, May 5). 18 días llamando cada media hora para que alguien responda al teléfono de ayuda del Ingreso Mínimo Vital. Civio. https://civio.es

Claps, M. (2023, junio). Citizen experience: The cornerstone of next-generation public services. European Public Mosaic (EPUM), 20, 37-49.

Cómo resolver problemas públicos: Una guía práctica para arreglar el gobierno y cambiar el mundo. (2022). Galaxia Gutenberg.

Delivering better outcomes for citizens: Practical steps for unlocking public value. (2017). HM Treasury.

Digital Government Index: 2019 results (OECD Public Governance Policy Papers 03; OECD Public Governance Policy Papers, Vol. 03). (2020). https://doi.org/10.1787/4de9f5bb-en

European Commission. Directorate General for Communications Networks, Content and Technology., Capgemini., Sogeti., IDC., & Politecnico di Milano. (2022a). eGovernment benchmark 2022: Synchronising digital governments : country factsheets. Publications Office. https://data.europa.eu/doi/10.2759/721646

European Commission. Directorate General for Communications Networks, Content and Technology., Capgemini., Sogeti., IDC., & Politecnico di Milano. (2022b). eGovernment Benchmark: Method paper 2020 2023 : 2nd edition. Publications Office. https://data.europa.eu/doi/10.2759/282245

European Commission. Directorate General for Communications Networks, Content and Technology., Capgemini., Sogeti., IDC., & Politecnico di Milano. (2022). eGovernment Benchmark 2022: Synchronising digital governments : insight report. Publications Office. https://data.europa.eu/doi/10.2759/488218

European Commission. Statistical Office of the European Union. (2019). Manual on sources and methods for the compilation of COFOG statistics :classification of the functions of government (COFOG): 2019 edition. Publications Office. https://data.europa.eu/doi/10.2785/498446

Executive Order 14058, OMB Circular A-11 Section 280 (2023). https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf

Foglieni F., Villari B., & Visser F.. (2018). About evaluation in service design: As it is and how it could evolve. Service Design Proof of Concept: Proceedings of the ServDes.2018 Conference, 489-499. https://ep.liu.se/ecp/150/039/ecp18150039.pdf

Foglieni, F., Villari, B., & Maffei, S. (2018). Designing Better Services A Strategic Approach from Design to Evaluation. Springer International Publishing. https://doi.org/10.1007/978-3-319-63179-0

Gros, C., & Thesis, M. (2020). LIFE EVENTS IN THE DESIGN OF PUBLIC SERVICES.

Pfeil, H. (2018). Indicators of CITIZEN-CENTRIC Public Service Delivery. World Bank. https://openknowledge.worldbank.org/server/api/core/bitstreams/7e4dcb9e-bcb8-5828-9e26-47cf7613f05c/content

Human-Centred Public Services Index 2022. (2022). Oxford Insights. https://www.oxfordinsights.com/hcdindex

Ivanyna, Maksym & Shah, Anwar. (2009). Citizen-Centric Governance Indicators: Measuring and Monitoring Governance by Listening to the People and Not the Interest Groups. Bavarian Graduate Program in Economics (BGPE), Working Papers.

Langham, J., & Paulsen, N. (2018). Applying the Experience Effectiveness (XE) Framework in the Canadian Public Sector. Design Management Journal, 13(1), 53-69. https://doi.org/10.1111/dmj.12042

Løvlie, L., Downs, C., & Reason, B. (2010). Bottom-line Experiences: Measuring the Value of Design in Service. Design Management Review, 19(1), 73-79. https://doi.org/10.1111/j.1948-7169.2008.tb00110.x

McNabola, A., Moseley, J., Reed, B., Bisgaard, T., Jossiasen, A. D., Melander, C., Whicher, A., Hytönen, J., & Schultz, O. (2014). Design for public good.

Mitta Chrysoula, David Osimo, & Anna Pizzamiglio. (2023). 2023 State of UserCentriCities: How Cities and Regions are Delivering Effective Services by Putting Citizens’ Needs at the Centre. Lisbon Council. https://www.usercentricities.eu/sites/default/files/report/The-2023-State-of-UserCentriCities.pdf

Mosqueira, E., & Alessandro, M. (2023). Capacidades estatales y problemas complejos de políticas públicas: Cómo abordar vulnerabilidades que afectan el desarrollo humano. Banco Interamericano de Desarrollo. https://doi.org/10.18235/0005052

Noveck, B. S. (2021). Solving public problems: A practical guide to fix our government and change our world. Yale University Press.

OECD. (2019). Towards people-centric public services. En OECD, Government at a Glance 2019. OECD. https://doi.org/10.1787/6c26b0ba-en

OECD. (2020a). Improving Governance with Policy Evaluation: Lessons From Country Experience. OECD. https://doi.org/10.1787/89b1577d-en

OECD. (2020b). OECD digital government index (DGI): Methodology and 2019 results (OECD Working Papers on Public Governance 41; OECD Working Papers on Public Governance, Vol. 41). https://doi.org/10.1787/b00142a4-en

OECD. (2022). Good Practice Principles for Service Design and Delivery in the Digital Age (23; OCDE Public Governance Policy Papers). https://www.ospi.es/export/sites/ospi/documents/documentos/OECD_Good_Practice_Public_Service_Digital_Age_202211.pdf

OECD. (2023a). Developing an Integrated Approach to Green Infrastructure in Italy. OECD. https://doi.org/10.1787/d84bb8e4-en

OECD. (2023b). Government at a Glance 2023. OECD. https://doi.org/10.1787/3d5c5d31-en

Politecnico di Milano, Italy, Villa Alvarez, D. P., Auricchio, V., & Mortati, M. (2020, septiembre 10). Design prototyping for policymaking. Design Research Society Conference 2020. https://doi.org/10.21606/drs.2020.271

Public procurement performance: A framework for measuring efficiency, compliance and strategic goals (OECD Public Governance Policy Papers 36; OECD Public Governance Policy Papers, Vol. 36). (2023). https://doi.org/10.1787/0dde73f4-en

Public Digital. (2022, April 4). Rethinking the benchmark: Improving how digital public services are compared across countries - public digital. Rethinking the benchmark: improving how digital public services are compared across countries -. https://public.digital/2022/04/04/rethinking-the-benchmark-improving-how-digital-public-services-are-compared-across-countries

Sanjay Agarwal, David Post, & Varsha Venugopal. (2011). HOW-TO NOTES Citizen Report Cards: Monitoring Citizen Perspectives to Improve Service Delivery. World Bank. https://documents1.worldbank.org/curated/en/993711468149676855/pdf/804490WP0Citiz0Box0379805B00PUBLIC0.pdf

Skaarup, S. (2022). Beyond Substantive Goals: A Framework for Understanding Citizens’ Needs and Goals in Bureaucratic Encounters. JeDEM - eJournal of eDemocracy and Open Government, 14(2), 1-31. https://doi.org/10.29379/jedem.v14i2.731

Steenmans, K., Robin, E., Acuto, M., Iwaszuk, E., & Garza, L. O. (2023). Governing the informed city: Examining local government strategies for information production, consumption and knowledge sharing across ten cities. Urban Governance, S266432862300075X. https://doi.org/10.1016/j.ugj.2023.09.001

Tarling, K. (2023). The Service Organization: How to deliver and lead successful services, sustainably. London Publishing Partnership.

The OECD serving citizens’ framework. (2015). En OECD, Government at a Glance 2015 (pp. 168-169). OECD. https://doi.org/10.1787/gov_glance-2015-55-en

Vedung, E. (2012). Six models of evaluation. En Routledge Handbook of Public Policy. Routledge. https://doi.org/10.4324/9780203097571.ch29

White, H., Sinha, S., & Flanagan, A. (s. f.). A REVIEW OF THE STATE OF IMPACT EVALUATION.

World Bank. (2012). designing a results framework for achieving results: A how-to guide. The World Bank. https://doi.org/10.1596/978-1-4648-0484-7