Budget allocated to new ICT training (to keep up with new softwares, new processes, new services...)

Maybe number of initiatives for digital competencies improvement

* 'Standardised' processes in which involving the users is mentioned. * 'Standardised' processes in which UX-testing is mentioned. * The number of UX-specialists * The number of citizens /the network that can and want to be reached in the design and deveop of public services.

We should add an indicator regarding educational training for citizens. The level of their digital skills is a fundamental enabler and shall be nurtured

Related to skills is also if the employees have skills to give digital support to customers (number of..?) Also language skills have shown to be relevant when giving guidance/assistance about use of digital services.

Number of e-learning courses related to ICT for employees and citizens

is user centricity as a principle specifically mentioned in public service/IT strategy