On April 14, 2026, a side event dedicated to “Excellence in Public Service Delivery to Achieve the Sustainable Development Goals (SDGs)” was held at United Nations Headquarters in New York, on the sidelines of the twenty-fifth session of the Committee of Experts on Public Administration (CEPA). Organized by the United Nations Department of Economic and Social Affairs (UN DESA), through its Division of Public Institutions and Digital Government (DPIDG), in collaboration with the Government of the Republic of Azerbaijan, this event brought together experts, policymakers, and public sector practitioners.

A Renewed Commitment to High-Performing Public Services

In a global context marked by complex challenges—health crises, digital transitions, and persistent inequalities—improving the delivery of public services is a key lever for accelerating the achievement of the Sustainable Development Goals. The discussions highlighted the need to adopt innovative, citizen-centered, inclusive, and resilient approaches.

Innovation at the Heart of Public Transformation

The event is part of the project “Innovating in Public Service Delivery to Achieve the SDGs through the Transfer and Adaptation of Omnichannel Approaches.” This project, implemented by UN DESA/DPIDG with the support of the Government of Azerbaijan, aims to promote integrated solutions enabling public administrations to offer accessible services through multiple channels (digital, physical, and mobile).

Speakers emphasized that the omnichannel approach not only improves the efficiency of services but also ensures greater inclusion of vulnerable populations, particularly those with limited access to digital technologies.

Sharing Experiences and Best Practices

The event provided a platform for countries to exchange experiences, highlighting successful initiatives in digital transformation, administrative simplification, and improving the quality of public services. Participants emphasized the importance of mutual learning, institutional capacity building, and international cooperation.

Towards a More Agile and Inclusive Public Administration

In conclusion, the discussions reaffirmed that excellence in public service delivery is a fundamental pillar for achieving the SDGs by 2030. This requires public administrations capable of adapting rapidly, innovating continuously, and placing citizens’ needs at the heart of their actions.

This event thus strengthened international dialogue and consolidated commitments to more effective, inclusive, and sustainable public governance.

A Citizen-Centered Approach

Bringing together more than 100 participants, the event included representatives from several Member States, national training and public administration institutions, experts from the United Nations Committee of Experts on Public Administration (CEPA), and other international stakeholders.

Discussions highlighted the importance of citizen-centered public service delivery and the need to define and strengthen standards of excellence in this area. Speakers emphasized that the continuous improvement of public service quality is a key lever for accelerating the achievement of the Sustainable Development Goals (SDGs).

Sharing International Experiences

Presentations from Azerbaijan, Ethiopia, Hungary, Indonesia, Kenya, Pakistan, Uzbekistan, the Organisation of Islamic Cooperation (OIC), and the United Nations Office for South-South Cooperation provided an opportunity to share concrete experiences, innovative initiatives, and diverse approaches.

These contributions illustrated how different countries and organizations develop, measure, and promote excellence in public service delivery.

Mutual Learning and Cooperation

The event also reaffirmed the importance of peer learning and knowledge sharing as essential tools for strengthening institutional capacity and improving public governance globally.

Active Participation of CAFRAD

The African Training and Research Centre in Administration for Development (CAFRAD), represented by Ms. Hasnaa Eddaaliti, actively participated in this event, contributing to discussions on innovative approaches to public service delivery. Its participation highlighted efforts undertaken across the African continent to strengthen administrative capacities, modernize public governance, and improve the quality of services to citizens. CAFRAD also emphasized the importance of international cooperation and the sharing of experiences to accelerate the transformation of public administrations and support the achievement of the Sustainable Development Goals.