Under Pressure to Deliver Better Citizen Services In today’s changing and uncertain world, European governmental organisations and agencies are often expected to do ‘more for less’, while improving their performance and top-tier services to citizens. Their everyday pressures can entail: § § Adapting to the demand for new technology and digital service provision § § Deploying resources, capacity building and know-how where services are most needed § § Dealing with external economic and social conditions, such as demographic change and migration § § Bringing about major policy reform against the background of political shifts and changing power structures On top of this, where organisations are lagging behind others, they face added scrutiny from European and international organis

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