In Armenia’s digital architecture, the quality of services delivered to citizens and maintaining a unified approach to their provision are of paramount importance. The core principle of this approach is that services must be developed based on unified standards (both in design and quality control), and government bodies themselves should be accountable and responsible for the services they provide.

This decentralized model of service delivery will enable Armenia to strengthen its institutional capacities with the aim of delivering high-quality public services to its citizens.

To implement this decentralized model of service delivery, the Information systems agency of Armenia has established the User experience and service delivery direction, with the following primary objectives:

• assist government bodies in delivering high-quality, user-centered digital services,
• support the introduction (and further development) of user experience standards at the state level, such as the “Principles of service digitalization” and the official design system “Henaket”,
• develop new standards in collaboration with the Government of the Republic of Armenia,
• assist government bodies in making their services accessible to all segments of society.

The User experience and service delivery team also supports the implementation of Armenia’s “Public Administration Reform” strategy in the context of service delivery by:

• coordinating cross-ministerial pilot digital transformation projects based on life events,
• providing support for the implementation of digitalization projects as needed,
• facilitating the exchange of knowledge and experience among government bodies in the development of digital capacities.

For more information on unified approaches to user experience and digitalization standards, please visit the official website of the Digitalization Guide.