Publications
Help Where It’s Most Needed: How Leading Administrations are Using ‘Proactive Public-Service Delivery’ to Aid Citizens, Lisbon Council Policy Brief Vol. 15, No. 2 (2022)
The State of UserCentriCities: How Cities and Regions are Creating Better Digital Services by Putting Citizens’ Needs at the Centre, w/ Alice Iordache, David Osimo and the UserCentriCities Community, Lisbon Council Policy Brief Vol. 15, No. 1 (2022)
"User-Centricity: What It Means, How It Works, Why It’s Needed: How Relentless Focus on End-Users Raises Adoption and Delivers Better Services to Citizens" w/ Charlotte van Ooijen and David Osimo, Interactive Policy Brief, Issue 28/2021