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I n line with its 2017 Congress Programme of Action3 , Public Services International (PSI)4 decided to prioritise work on digitalization and commissioned this report with the support of the Friedrich Ebert Stiftung (FES), with the purpose to provide a first global overview of the introduction of digital technologies in public services. The report was elaborated by Eckhard Voss, Wilke Maack GmbH in Hamburg and Raquel Rego, University of Lisbon. The report aimed to look at: • the shapes digitalization is taking in different public service sectors; • how it affects delivery, quality and access; • employment, working conditions and labour rights; • what public service trade unions are doing about it; and • what regulatory and governance considerations can be drawn from this review. It was also meant to serve as a basis for debate and consultation among public service trade unions worldwide to define shared policies and prioritize joint actions to ensure digitalization lives up to its promise to enhance public service quality, effectiveness and accessibility for users, while improving working conditions and creating decent employment opportunities. The report involved desk research, interviews and the review of materials gathered from a sample of 20 trade unions from all continents affiliated to PSI (10 from Europe, two from North America, two from Latin America, three from AsiaPacific and three from Africa). Interviews were facilitated by PSI and carried out by contracted researchers between end 2018 and early 2019. Interviews were conducted in English, French, Spanish, German Portuguese and Swedish and covered all main PSI sectors: central government; local and regional (municipal) government; utilities (electricity, water and waste services); health and social services; education and culture; firefighters, police and emergency services. The report is divided in five chapters: 1. overview and sectoral analysis; 2. impact on public service quality, effectiveness; 3. impact of digitalization on employment and working conditions in public services; 4. trade union policies and initiatives to influence and shape the digital transformation processes in public services; 5. conclusions and recommendations on how to turn digitalization into a driver for better public services and jobs for all while identifying strategic areas for future research.
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