Our mission was to transform public service delivery in Armenia by creating a seamless e-governance system. We conducted a comprehensive inventory of national and municipal services, analyzing the existing landscape and identifying opportunities to enhance the delivery of e-services. Through this analysis, we developed actionable recommendations to better utilize existing resources, address service gaps, and integrate these services into the digital infrastructure for a more efficient public sector.

To achieve this, we developed an inventory methodology aligned with EU and international standards, focusing on optimizing costs and improving service delivery. Our team visited state institutions to map over 500 administrative services, providing a clear picture of the current processes. We then proposed a reengineering and redesign plan for 400 services, aiming to simplify workflows and improve the user experience for citizens. Additionally, we drafted legal acts to support the implementation of these new processes, ensuring a smooth transition to digital services. Our approach emphasized balancing front-office improvements with optimized back-office operations, ultimately paving the way for a more accessible, cost-effective, and citizen-centric e-governance system in Armenia.