Implementing public services: strategy, communication, and the user 2600-MSdz2IPSen
1. Public Digital Service Implementation: A Systemic Perspective
a. The specifics of implementing digital public services in public administration
b. The role of public institutions, implementation support teams, and stakeholders in promoting digital services
c. The life cycle of a public digital service, from design to widespread adoption
2. Public Digital Services in an International Context
a. Overview of public digital services in selected European and non-European countries
b. E-government development models and different approaches to digital transformation
c. Success factors influencing the adoption of digital public services across administrative systems
3. Designing and Communicating Public Digital Services
a. Defining the objectives and communication value of public digital services
b. Developing a concept for a new public digital service, from idea to proposal
c. Designing a communication and promotion strategy for the proposed digital service
4. Tools Supporting the Adoption and Promotion of Public Digital Services
a. Informational and promotional materials (guides, FAQs, manuals, and communication materials)
b. Training, webinars, and educational activities for institutional users
c. The role of ambassador networks and key users in promoting and supporting digital service adoption
5. Managing Service Adoption and Evaluating Effectiveness
a. Barriers to adoption and critical success factors
b. Building user acceptance, engagement, and support networks
c. Evaluating the effectiveness of communication, promotion, and adoption activities
Course coordinators
Course dedicated to a programme
Type of course
Mode
Learning outcomes
Knowledge
Upon successful completion of the course, the student:
a. understands the fundamental principles of implementing and promoting public digital services (e-services) within public administration;
b. understands the role of communication and promotional activities in the implementation and adoption of digital public services;
c. is familiar with national and international models for the dissemination and adoption of digital innovations in public administration;
d. understands the importance of collaboration among implementation support teams, public institutions, and end users in the successful deployment of digital services;
e. is familiar with tools that support the communication, education, and promotion of public digital services, including informational materials, training sessions, webinars, and ambassador networks.
Skills
Upon successful completion of the course, the student:
a. is able to analyse the dissemination and adoption of public digital services from communication and organisational perspectives;
b. is able to design a communication and promotion strategy for a public digital service;
c. is able to develop a basic concept for a new public digital service together with a communication plan;
d. is able to select appropriate communication, promotional, and educational tools for institutional target groups;
e. is able to evaluate the effectiveness of communication and promotional activities supporting the adoption of public digital services;
f. is able to identify the role and application of ambassador networks in facilitating the adoption of digital public services.
Assessment criteria
The learning outcomes are verified through a final exam and a group project.
Grading scale:
90-100%: excellent (5,0/A)
80-89%: very good (4,5/B)
79-80%: good (4,0/C)
60-79%: satisfactory (3,5/D)
50-69%: sufficient (3,0/E)
Under 50%: fail (2,0/F)
Assessment criteria:
• Group project/mini-study – 70% of final grade
• Class participation – 30% of final grade
Practical placement
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Bibliography
Digital Government outlook 2026 –OECD
Gov.tech Public sector
Strona gov poświęcone projektowi e-doręczenia
State of the Digital Decade 2026 - Factsheet
Notes
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Term 2026Z:
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