Public services are the cornerstone of the relationship between governments and the people they serve. At their best, they empower individuals, enable businesses, and foster inclusive communities. As the challenges of the modern era grow in complexity – spanning digital transformation, demographic shifts, and climate change – governments are reimagining how best to meet the evolving needs of their people.

The OECD Global Trends in Government Innovation 2024 report highlights how public services are evolving to address these demands. Based on nearly 800 case studies from 83 countries, it describes pioneering practices that demonstrate governments' commitment to human-centred innovation of public services. These cases reflect a shared understanding: effective public services must not only be efficient but also inclusive, accessible, and adaptive to people's changing needs.

The analysis identifies five key trends shaping the future of public services. From harnessing data and digital technologies to create personalised, proactive services to reimagining public services as opportunities for public participation and collaboration, these trends illustrate a shift in how governments design and deliver services. This report also aligns these innovations with the OECD Recommendation on Human-centred Public Administrative Services, offering a practical framework for achieving better outcomes for citizens while strengthening trust in public institutions.

This paper was approved and declassified by written procedure by the OECD Public Governance Committee on 12 December 2024 and prepared for publication by the OECD Secretariat.