One Life Event, Many Lessons: What Can Kosovo’s Implementation Experience Teach Us About Designing the Next Generation of Citizen-Centric Public Services?
A session at the international conference KosovaPAR 2026 explored Kosovo’s experience in developing and implementing citizen-centric public services, utilizing a “life event” approach.
The session was moderated by Luan Hasanxhekaj from GIZ.
Contributors to the discussion included Arben Damoni, Program Coordinator at the Digital Transformation Unit (DTU) within the Ministry of Digitalization and Public Administration, and Dr. Merita Vuthaj, Director of the Department of Health Services and Public Health at the Ministry of Health.
The discussion focused on the development of a digital service for birth registration and the integration of processes across institutions, aimed at simplifying procedures for parents. The transition from fragmented processes and physical documentation to a system where birth registration occurs at the maternity ward—with data transmitted via interconnected institutional systems—was presented. Furthermore, the service design process was presented, which was based on research into citizens’ experiences and inter-institutional collaboration. According to the data presented, by October 22, 2026, the service had recorded 5,918 births across eight public hospitals in Kosovo.
The experience shared highlighted the importance of designing services based on citizens’ needs, fostering inter-institutional coordination, and simplifying procedures through digital transformation.
