Integrated Public Services (IPS) are complex and require a multifaceted approach to their implementation. The InGOV project aims to provide a holistic perspective that takes into account, in addition to technology, stakeholder involvement and governance aspects in the organization and delivery of IPS. The introduction of co-creation aspects to the different phases of the development of an IPS brought the need to design a new holistic framework for integrated public services (IPS) adopting co-creation approaches and understanding how the 5 dimensions of this framework, namely governance, agreements between stakeholders (e.g. interoperability agreements, service level agreements, outsourcing, bilateral agreements etc.), stakeholder engagement, and implementation, are interrelated with the ultimate goal the design of a replicable and scalable IPS agile roadmap.

Thus, the main objective of WP2 is to investigate IPS Governance and to construct an IPS holistic framework for the creation and the delivery of an IPS, which includes guidelines and recommendations on IPS Governance, IPS Agreements, Stakeholders’ involvement and implementation as well as an agile roadmap.

Under WP2, in order to design the new holistic framework, a theoretical analysis was conducted using commonly accepted methods such as literature review and documentary analysis. Following the theoretical analysis, a practical analysis also took place based on the same dimensions adopting a multiple case design of five existent IPS-Co projects (X-Road Business Register, Digisos, Municipal ASP 2.0 project, the “App IO” project and portal ‘Latvija.lv’).

These 5 IPS Co-creation projects were derived from the previous WP, where it was designed the new IPS conceptual model, to ensure consistency, continuity and ensure that cover all the fundamental requirements, that have been set on the initiation of the project. This best-practice case study is based on the analysis of public documentation and interviews of key stakeholders involved in the implementation of IPS.

Finally, twenty-three recommendations are provided to practitioners and contextualized in an IPS agile roadmap mainly to: Review the governance to enable stakeholders’ contribution, how to leverage on stakeholders’ expertise and govern the challenges related to political, legal, technical and organizational aspects. The twenty-three recommendations were derived from the practical analysis that was conducted and concern all the phases of a project life-cycle. Most of these recommendations (half of them) cover stakeholders’ engagement dimension, confirming the crucial importance of involving citizens, businesses and public administrations in any IPS-Co initiative.

In particular, WP2 attempted, in the context of three main pillars (IPS co-creation governance, Stakeholder engagement mechanisms, Challenges of the design & Implementation) to find an answer to the following questions:

• How should governance be revisited, in terms of structures and procedures, to enable stakeholders’ contribution, including their roles and responsibilities, during the key phases of IPS provision?
• What means should be adopted to leverage on stakeholders’ expertise throughout the whole IPS Life-cycle?
• What mechanisms can help govern the challenges related to political, legal, technical and organizational aspects

The next steps of WP2 will be to update the recommendations and expand the IPS Holistic Framework, which will be relied on the pilot’s inputs based on the experience they had in adopting the recommendations and the organization of workshops with case owners and pilots, experts and academia.