5.12.2019 / ATHINAIS Cultural hub

Workshop #1

Service Design for the Public Sector

We are transforming the digital public service experience.
Join us now and live how we can all make it happen.

What is Service Design? How can we use Service Design tools and methodologies to transform the Greek state with the catalytic power of digital technologies? How can you contribute to transform how the public sector designs and delivers its digital services to everyone?

GRNET – The National Infrastructure for Research & Technology, the Ministry of Digital Governance, the European Commission’s ISA² Programme and the National Center for Public Administration & Local Government are co-organizing the first of a series of Workshops titled “DigiGov Sessions” which will be held on Thursday, December 5th, at Athinais cultural hub The workshop features keynote presentations by internationally acclaimed speakers, followed by a co-creation session to practice design thinking / service design and pinpoint the future challenges we will face in the roadmap to (re)design the digital public services experience in 12 policy areas for the benefit of all citizens.

The workshop is addressed to officials from the public administration, design and IT professionals, academics, researchers, business executives, policy makers and active citizens.


How we shall work

After reflecting as a team on what citizens and businesses currently experience when receiving services from the public service and what they might expect or even demand from a modern, digital state- we will discover by co-creating, the future challenges that we need to address to make this new unique experience we have collectively created, actually happen.

The workshop consists of two (2) sessions:

Session A: Internationally acclaimed speakers will present the Service Design methodology as well as case studies of successful public service transformations.

Session B: Groups of participants divided by policy areas (indicatively: Public Administration – Local Government, Education, Research – Innovation, Health, Health Provision, Social Insurance, Economy – Development, Agricultural Development – Food, Justice – Civil Protection, National Defense –Foreign Policy, Culture – Sports, Political System) will apply service design concepts and tools to envision the needs of citizens when experiencing a digital public service and highlight the future opportunities / challenges to actually (re)design and deliver them to citizens or businesses.

Web streaming
Watch live the workshop Session Α’ via GRNET’s ‘DIAVLOS’ web streaming service.




9:30Session A’ – Welcome
09.30-10.30 | Welcome speech

Stefanos Kollias President – National Infrastructures for Research and Technology (GRNET), Professor Division of Computer Science, School of Electrical and Computer Engineering – National Technical University of Athens

Dionisis Kiriakopoulos, President – National Centre for Public Administration and Local Government (ΕΚDDΑ)

Victoria Kalogirou, Programme Manager – EU policies / SNE on Interoperability in Public Services

Diomidis Spinellis, Professor of Software Engineering and Head of Department of Management Science and Technology of the Athens University of Economics and Business, and director of the Business Analytics Laboratory (BALab)

10:30-11:30 | Michael Lejeune, Creative Director Los Angeles County Metropolitan Transportation Authority (LA Metro)

Case Study: The Needle Moves Both Ways, LA Metro’s Public Transport Reform
Exercise: My favourite digital experience

11:30Coffee break
12:00Session A’ (continuance)
12:00 – 12:15 | Victoria Kalogirou, Programme Manager – EU policies / SNE on Interoperability in Public Services

How ISA² Programme digital solutions can transform Public Sector

12:15 – 13:15 | Pia Betton, Design and Site Lead at Nutanix Germany

Theory + Examples: Why, How and What of Service Design

13:15Lunch break
14:15Session B’
14:15 – 17:00 | Service Design Workshop #1
Welcoming Speech by Deputy Minister of Digital Governance, Grigoris Zafiropoulos
Welcoming Speech by Professor, Dean of the School Of Electrical and Computer Engineering – National University of Athens Nektarios Koziris

Group exercise: Service Design for the Public Sector

17:00Networking Cocktail


 Pia Betton — DE

Design and Site Lead at Nutanix Germany

Pia Betton is a Design and Site Lead Officer at the Nutanix branch in Berlin. With over 20 years in design and experience in the areas of branding, innovation, user experience and communication, her work has won numerous awards in international competitions, while she has been a jury member and given lectures in conferences across the globe.

 Michael Lejeune — USA

Creative Director Los Angeles County Metropolitan Transportation Authority (LA Metro)

Michael Lejeune is Creative Director at the Los Angeles County Metropolitan Transportation Authority. His department has been, for more than 15 years, responsible for the creation of award-winning communication material for the 3rd largest US transportation service. Among other things, they have produced advertising, space and direction graphics, itineraries, maps, trains and bus branding, as well as the entire online presence of the service.

Victoria KalogirouProgramme Manager – EU policies / SNE on Interoperability in Public Services

Victoria Kalogirou is a Programme Manager for EU policies and a Seconded National Expert at the European Commission’s Directorate-General for Informatics (Interoperability Unit – D2). She has substantial working experience in the area of eGovernment and eBusiness. In the Greek Ministry of Administrative Reform and eGovernance, she worked as ICT policy officer and ICT Programme Manager, where she collaborated with National and European public administrations and policy makers. She was also involved in – and coordinated – CIP and FP7 Large Scale Pilots, and participated in actions for implementation of digital government and innovation in the public sector from the Cabinet of the Minister and her Directorate, as an official. Victoria holds an M.Sc. in Technology Education and Digital Systems, eLearning track from the Department of Digital Systems University of Piraeus, Greece and a BSc. in Information Technology from the Hellenic Open University. Her MEng research – at the Department of Information and Communication Systems Engineering University of the Aegean, Greece – focuses on the Interoperability in National Public Administration, Technologies and Management of Information and Communication Systems. Her research interests include, among other, eGovernment, interoperability, eLearning, digital transition in public administration and security awareness.


Thank you for your interest in participating in the Service Design Workshop. The online application form closed on 22 November and applications are being evaluated by the Workshop Organizing Committee. After the final selection, the participants will receive a personal confirmation letter.

If you would like to stay updated on future DigiGov activities, subscribe to the following form.

Privacy statement for workshop participants


ATHINAIS Cultural hubKastorias 34-36, Votanikos, P.O.: 104-47

Rooms Silk A, Silk B





GRNET – National Infrastructures for Research and TechnologyMinistry of Digital GovernanceEuropean Commission ISA² ProgrammeNational Center for Public Administration & Local Government

                                                                                                                                                                                                                                     GRNET - Εθνικό Δίκτυο Υποδομών Τεχνολογίας και Έρευνας                                                                                                                                                                                       Υπουργείο Ψηφιακής Διακυβέρνησης                                                                                                                                                                          Πρόγραμμα ISA² της Ευρωπαϊκής Επιτροπής                                                                                                                                                                                                                                                                                                         ΕKΔΔΑ