Context

Citizens expect more. Let’s meet their needs

Citizens now expect their public services to match the speed and accessibility of the private sector; filing taxes, applying for benefits, or starting a business should be as easy as shopping online. Public administrations must do more than digitise outdated processes to ensure the seamless expectations of citizens are met.

A new agile, collaborative, and citizen-centric approach to service design is needed to achieve this transformation in a fast-changing world.

We call it the Service Offering Canvas (SOC).

Audience

Built for every public administration

The Service Offering Canvas is for any public sector organisation that seeks to:

• Create or improve digital services for citizens or businesses
• Align political goals with real-world execution
• Improve collaboration across departments, agencies, or government levels

Whether you’re a local administration redesigning local services, a national ministry planning citizen platforms, or an EU program driving cross-border solutions—the SOC gives you the toolsto succeed

The Need

Old ways of working hold you back

Public administrations often deal with complexity like too many stakeholders, evolving political mandates, and unpredictable citizen needs. In the long-term, static planning no longer works.

Without a structured framework, services risk being siloed, misaligned, or out of step with user expectations. This is where the the Service Offering Canvas can help by providing a modern and flexible approach to service design.

The Tool

The Service Offering Canvas is your tool for public service design

The Service Offering Canvas is an easy-to-use visual tool designed to help public administrations define, plan, and refine their digital services.

[Interactive Canvas Preview] Enable visitors to hover over key sections (Services, Stakeholders, Objectives, etc.) to see concise explanations or real-life examples.

It can help you:

• Map your services, stakeholders, and objectives.
• Create clarity and alignment across teams.
• Adapt to shifting priorities or political mandates.

Benefits

A better way to define public services

The SOC offers public administrations a smarter way to design services:

• Clarity: Know what you’re delivering, why, and for whom.
• Alignment: Unite teams and stakeholders around a shared vision.
• Adaptability: Adjust plans easily as needs evolve.
• Efficiency: Focus on what matters, without unnecessary complexity.

By simplifying service design, the SOC bridges the gap between political ambition and real-world delivery.

Programs and testimonials

Trusted by programs and projects across europe

The Service Offering Canvas has been successfully used in many programs including

• Connecting Europe Facility (CEF): Supporting high-quality digital services with reusable building blocks.
• Digital Single Market (DSM): Facilitating cross-border digital solutions to enhance collaboration.
• Digital Europe Programme (DIGITAL): Accelerating the adoption of citizen-first digital tools.

Testimonials:

The SOC helped our team identify key priorities and align stakeholders effortlessly. It’s become an essential part of our digital strategy toolbox." — Director of Digital Services, National Administration "SOC has allowed us to adapt quickly to changing political goals while staying focused on citizen needs. It’s both practical and visionary." — Program Manager, EU Digital Transformation Initiative

SOC application

A record of powering successful digital transformations

The SOC has been instrumental in transforming digital service delivery across many European and national projects, including:

• EBSI: Enhancing trust and security in cross-border digital interactions.
• EUDI Wallet: Empowering citizens with secure, standardized digital identity solutions.
• OOTS: Reducing administrative burdens by enabling data reuse across borders.
• eDelivery: Ensuring seamless, secure communication between public administrations.
• eID: Streamlining electronic identification systems for millions of citizens.
• eInvoicing: Supporting efficient, standardized electronic invoicing systems.
• eSignature: Facilitating legally binding, secure electronic signatures.
• Smart Cities Initiatives: Designing innovative digital services that enhance urban living.

Visual enhancements:

• Interactive map: A dynamic map highlighting SOC projects with clickable markers linking to case studies.
• Impact metrics :
• “15+ programs and projects across Europe”
• “50+ National and Cross-Border services transformed”
• “Millions of citizens and businesses benefiting from SOC-designed services”

We call it the Service Offering Canvas (SOC).

Call to Action

Start your digital transformation today

Everything you need to start designing citizen-first services is just a click away.

• A Service Offering Canvas template
• A Playbook with step-by-step guidance