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When public services work, they are one of the most powerful ways societies improve people’s lives. Access to reliable water, sanitation, health, livelihoods support, justice, and other basic services directly shapes life expectancy, mobility, and economic participation. As the most immediate interface between citizens and the state, public service delivery is central to enabling equitable access to essentials, building institutional trust, and shaping everyday well‑being.
About the organisation
eGov Foundation is a global tech‑for‑good non‑profit, focused on improving public service delivery as a primary lever for better quality of life and faster progress towards the Sustainable Development Goals. It works with governments, civil society organisations, and market partners to reimagine public service delivery through digital transformation initiatives across local governance, public health, public finance management, sanitation, justice, climate, and livelihoods. Much of this is enabled through a combination of DIGIT (Digital Infrastructure for Governance & Inclusive Transformation), an open‑source and interoperable platform for public service delivery, and eGov’s multi-threaded support to governments, multilaterals, non‑profits, and market actors.
eGov has built a robust network of partnerships with national and sub‑national governments, think tanks, academia, civil society, and market participants to leverage shared digital infrastructure at scale. To date, it has partnered with 14 countries and multiple state governments, enabled more than 2 billion digital service transactions, and reached over 1 billion citizens through over 50 use cases built on DIGIT, supported by an open ecosystem of more than 200 partners. eGov’s urban practice, its most long‑standing area of work, supports local governments to use digital governance solutions for everyday administration and frontline service delivery; its public finance work improves real‑time visibility into government finances; and its health practice strengthens both campaign delivery and facility‑level care systems in collaboration with ministries and development partners.
Journey of Exponential Change
eGov’s work starts from enabling a shared understanding of problems and pathways, grounded in how different stakeholders - citizens, frontline employees, administrators, and policymakers - experience public services. This is anchored in eGov’s theory of change: a common narrative about the system and its bottlenecks is the starting point for moving from fragmented, siloed efforts towards more coherent and integrated approaches. Building on this, eGov helps governments and partners adopt common, reusable solutions so that services are accessible and user‑centred, frontline systems are equipped to deliver consistently, and administrations and policymakers are guided by real‑time data.
This approach weaves together five strategic threads without treating them as separate projects: reimagining public services and citizen journeys; creating shared digital foundations; building government and market capacity; exemplifying and enabling programme execution at scale; and designing for long term sustainability. In doing so, governments are better able to coordinate across departments, engage local ecosystems, and adapt solutions based on real‑world performance - laying the foundation for systemic capacity, scalable solutions, and long‑term sustainability. A core outcome of this approach is that the digital transformations eGov co-creates with governments and communities continue to sustain and scale over time, without additional resource investment from eGov. This has led to a model that enables governments and communities to ensure that their digital infrastructure serves their citizens’ needs and stays in their control.
The Big Quest:
How can countries make exponential progress in public service delivery by combining open, reusable digital foundations with the institutional and ecosystem capacities needed to adopt, govern, and sustain them at population scale?
This moves beyond a single platform or sector to a broader orchestration challenge: embedding shared digital infrastructure deep into the everyday machinery of local governance, health, and public finance, while ensuring that states, markets, and communities have the capabilities, incentives, and relationships to keep improving services long after the initial transformation effort.
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