GOVCX Trailblazer

Sithar Norbu is the Chief Program Officer at Public Service Delivery Division,Prime Minister's Office, Royal Government of Bhutan, where he leads national efforts to improve how citizens interact with government services.Through this Trailblazer feature, Sithar reflects on what drives his work, the systemic changes underway in Bhutan, and his vision…

H. Gülin Dizer is a digital transformation expert working at the heart of Türkiye’s national innovation efforts. As a specialist at the Digital Transformation Office under the Presidency of Turkey, she plays a leading role in shaping inclusive, accessible, and forward-looking public services. Her journey into customer experience (CX) is grounded in…

Hassan Ibrahim is an Advisor at Qatar’s Civil Service and Government Development Bureau and a former Government Development Executive and Deputy Chairman of the Qatar Government Excellence Award (2022–2023). He supports government-wide efforts to modernize service delivery and embed a culture of continuous improvement. In this Trailblazer profile, Hassan shares…

Helelyn Tammsaar led Estonia’s Public Sector Innovation Team from 2019 to 2025, bringing a unique lens as both an anthropologist and systems thinker. Her work focused on embedding human insight into policy and service design across government. Under her leadership, the team delivered award-winning projects recognized nationally for their impact…

In this special edition of the GovCX Journal, Setal Morzaria, Associate Director of Digital Products and Services at the City of Vancouver, shares with us her vision and leadership contributions in advancing human-centric approaches in the public sector. How It All Started What if the frustration people feel when using…