The European Commission is organising a webinar series entitled “Beyond Digital Government: Rethinking Public Sector Transformation”, taking place between June and September 2026, providing a space to reflect on how public administrations can evolve beyond digitalisation towards more integrated, intelligent, and citizen-centred service delivery models.
The series will feature three online sessions exploring key dimensions of this transformation: the shift towards omnichannel and proactive public services, the experimentation and governance of generative AI within government operations, and citizens’ perceptions of AI and its implications for public trust and legitimacy.
Join the discussion to understand how emerging technologies and new governance approaches are reshaping public administration, and what is required to ensure their responsible, effective, and trustworthy adoption across the EU public sector.
Discover more about each session below!
Trust Matters: Citizens and AI in the Public Sector
How do citizens perceive the use of AI in government? While AI has the potential to improve efficiency and service quality, it may also influence public trust—either strengthening it through better performance or undermining it if it is perceived as unfair or inappropriate. How these systems should be designed and deployed in ways that align with citizens’ expectations, feelings, and needs remains an open question. Emerging evidence is beginning to shed light on these dynamics, yet the topic remains under-discussed in current policy debates.
Based on a survey across six EU countries and more than 4,000 respondents, this webinar presents findings on citizens’ perceptions of AI in government and discusses them with a panel of experts.
22 September 2026, h. 10:00-11:30 CEST
Past events
Generative AI in Action: Experimentation, Adoption, Governance
Generative AI is rapidly reshaping government operations, with public employees increasingly relying on commercial tools - often in informal or “shadow” modes that are difficult to monitor and govern. At the same time, administrations are beginning to experiment with governance approaches, including secure-by-design environments, guidelines, and training initiatives, although these efforts remain fragmented. Key tensions between innovation, control, and safety are emerging, and the optimal balance between these dimensions is still to be defined.
This webinar presented and discussed these elements, drawing on findings from eight case studies, 24 interviews, and a review of the state of the art, and explored their implications with a panel of experts.
25 June 2026, h. 10:00-11:30 CEST
Next-Generation EU Public Services: Omnichannel and Proactive
Government service delivery is undergoing a major transformation driven by technological change, shifting citizen expectations, and new opportunities to create public value. Two important developments are becoming apparent: a shift toward integrated omnichannel service delivery, and a move from reactive services to more anticipatory and proactive public service provision. However, several key questions remain unresolved, including how these approaches should be implemented in practice, the extent to which they should be adopted, and the types of services for which they are most suitable. Strategies and implementation pathways still need to be carefully designed.
This webinar addressed these issues, drawing on findings from two JRC research projects led by external experts, and included discussion with a panel of practitioners and scholars.
2 July 2026, h. 10:00-11:30 CEST