The OECD and the NSW Department of Customer Service have recently completed the 1st International Sludge Academy.
The academy brought together 16 governments from 14 countries across 5 continents to apply behavioural science to public service. The academy focused on sludge audits, a structured methodology designed to pinpoint unnecessary frictions, such as long waiting times and complex bureaucratic processes, that often make public services frustrating.
The academy summarized their key lessons in a blog post: https://oecd-opsi.org/blog/reducing-frictions-in-public-services/