From fragmented to seamless: A framework for omnichannel public service delivery in the EU

Willem Pieterson, Paula Rodriguez Müller (), Luca Tangi () and Jaume Martin Bosch
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Paula Rodriguez Müller: European Commission - JRC, https://joint-research-centre.ec.europa.eu/index_en
Luca Tangi: European Commission - JRC, https://joint-research-centre.ec.europa.eu/index_en

No JRC146640, JRC Research Reports from Joint Research Centre

Abstract: Citizens and businesses across the EU interact with public administrations frequently, and recent EU wide surveys show that over 80% of them contact government at least once a year, often describing services as slow, complex and requiring more contacts than expected (Flash Eurobarometer studies 567, 2026). This report argues, based on survey evidence, academic literature and expert consultation, that the prevailing multi channel approach – managing websites, call centres and counters separately – is increasingly misaligned with current interaction patterns, and that omni channel management offers a promising and more inclusive alternative. It presents an Omni channel Management in the Public Sector (OCM PS) framework, co-developed through expert workshops and a synthesis of academic and policy literature, that identifies key building blocks, core activities and a maturity model to guide public administrations. The framework and recommendations are intended to help European public administrations translate digital by default ambitions and obligations on accessibility, inclusion and interoperability into concrete channel strategies and investment choices.

Date: 2026-06
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