Ireland’s Better Public Services programme sets out a long-term plan to make government services more accessible, joined-up and responsive. Published by the Department of Public Expenditure, Infrastructure, Public Service Reform and Digitalisation, the strategy focuses on improving how people interact with the State while strengthening public trust.
The publication, first issued on 20 September 2023, brings together reforms designed to support better service delivery across government departments and public bodies. Its central ambition is to ensure that services are built around people’s needs rather than institutional boundaries.
Better Public Services and the Public Service Transformation 2030 Strategy
The Better Public Services strategy provides a framework for transforming Ireland’s civil and public service through innovation, digitalisation and improved collaboration. It recognises that citizens often need support from several public bodies during major life events, such as starting work, having a child, accessing healthcare or applying for housing.
The programme aims to make those interactions simpler by encouraging departments and agencies to work together. Bodies including gov.ie, the Health Service Executive (HSE), Revenue Commissioners, Tusla and the National Transport Authority (NTA) operate in different areas, but joined-up services can reduce duplication and make information easier to access.
Key priorities for public service reform
- Designing services around users and real-life needs
- Expanding secure and accessible digital public services
- Using data responsibly to improve decision-making
- Supporting innovation across the civil and public service
- Building trust through openness, accountability and reliable delivery
Digital government, innovation and responsible AI
Digital transformation is a major part of the Better Public Services agenda. Recent related initiatives include work on the Government Digital Wallet, guidance for the responsible use of artificial intelligence and plans for digital public services through 2030.
Technology is intended to complement, rather than replace, effective human support. Privacy, accessibility and cybersecurity remain essential, particularly where services involve sensitive information. Organisations such as the Data Protection Commission (DPC), the National Cyber Security Centre and the Office of Government Procurement (OGP) have important roles in supporting safe and well-governed digital delivery.
The strategy also supports experimentation through public service innovation funding, awards programmes and events such as Public Service Transformation Week. These initiatives provide opportunities to share practical solutions across departments, local authorities and State agencies.
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What the strategy means for people in Ireland
For the public, successful reform should mean clearer information, fewer repeated forms and more consistent access to services. It should also improve support for people who may face barriers online, including older people, people with disabilities and communities with limited connectivity.
The approach has relevance across areas including Finance, Housing, Health, Social Protection, Justice, Education, Transport and Children, Disability and Equality. Strong implementation will require cooperation between central government, local government, public servants and service users.
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Frequently asked questions
What is Better Public Services?
It is Ireland’s public service transformation programme, supported by the Public Service Transformation 2030 Strategy, to improve the design and delivery of government services.
Who leads the programme?
The programme is associated with the Department of Public Expenditure, Infrastructure, Public Service Reform and Digitalisation.
Why is digitalisation important?
Digital tools can make services faster and easier to use, provided they are secure, accessible and supported by appropriate non-digital options.
The road ahead
Better Public Services is ultimately about turning reform into practical improvements in people’s everyday dealings with the State. The clear takeaway is that Ireland’s transformation agenda will succeed when technology, public-sector innovation and human-centred design work together to deliver simpler, fairer and more trusted services.
Article/Image Courtesy: gov.ie