Conference on quality in the public sector
11–13 November 2025
The Swedish Exhibition & Congress Centre, Gothenburg

striving for excellence in the public sector

Kvalitetsmässan is a biannual conference and trade fair on quality development in the public sector. Since its inception in 1989, Kvalitetsmässan has established itself as Sweden’s leading meeting place for the exchange of ideas and experiences that lead to improvements of public services. Delegates and visitors include managers, developers, officials and elected representatives from Sweden and other Nordic countries.

The conference offers around 150 exclusive keynotes, panels, debates and educational courses, aiming to inspire and encourage the improvement and quality development of public services and society at large. Divided into different focus areas, such as economy, healthcare or digitalization, the program gives a great overview of the latest trends and challenges for the Scandinavian welfare state.


Five different awards are initiated by Kvalitetsmässan, honouring the best examples of improvement and modernisation of the public services:

  • GötaPriset – the award to the best development project in the public sector
  • SveaPriset – the award for IT innovations in the healthcare sector
  • Sweden’s Best IT Municipality
  • Sweden’s Best Municipality
  • Sweden’s Most Modern State Authority

the trade fair

The trade fair runs parallel to the conference and includes about a hundred exhibitors. Companies  from various industries such as education, healthcare and social care, IT, urban development and staffing, but also trade unions, municipalities, regions and state authorities.

For companies that provide tools and services for the public sector, the trade fair is the perfect platform to engage with customers, build brand awareness and do business.

conference program 2023

The English part of the program comprised 13 seminars featuring politicians, economists, scholars and leaders from around the world.

21 November

22 November

23 November

11.00-12.00 CANCELED
Technology and healthy ageing

Healthy ageing is becoming an increasingly important issue as more people reach a higher age. How can you maintain good health, quality of life and functionality throughout life – not least in relation to the technological development in society? This applies to physical health but also to the social aspects in order to benefit from various innovations and aids. There is healthy as well as unhealthy technology consumption. But who is responsible for technology consumption leading to healthy ageing? The seminar deals with complex issues that arise in connection with healthy ageing and technology development.

Laurel Anderson, Emeritus Professor, Arizona State University.

11.00-12.00. Conference room: A7
Leadership with a quality focus in healthcare

Leadership with a quality focus means developing and promoting a culture of continuous improvement and high-quality care. It involves leaders in healthcare working to ensure that care processes and results meet high standards and that patients’ needs and expectations are met in the best possible manner. What are the current challenges and opportunities in healthcare that can be tackled through a leadership with a focus on quality?

Pedro Delgado, Vice President Institute for Healthcare Improvement (IHI).

14.30-15.30. Conference room: A6
New technology increases citizens’ expectations

Citizens’ demands and expectations on public services are constantly increasing, partly due to comparisons with services offered in the private sector. Smart technologies, such as AI, chatbots, service robots and blockchains enable increasingly interactive, immediate and hassle-free user experiences. To be able to offer a valuable service to society, public administrations must embrace the new technology to meet their citizens’ new needs and expectations.

Cristina Mele, Professor of Service Innovation, University of Naples.

16.30-17.30. Conference room: A5
How to implement large-scale behavior change

A challenge facing many organizations is how to make people change their behavior. Behavior change is sometimes described as the last step of successful innovation work. To adopt new digital and technological solutions, it is people need to change their behavior. This also holds true for a sustainable welfare. Whether we call them customers, patients, residents or citizens, people need to change their customs and habits, and accept completely new ways to achieve goals important to them for future value creation. How can this be accomplished?

Per Kristensson, Professor in Psychology, Karlstad University.

08.30-09.15. Conference room: A3-4
Leadership lessons from a career in the U.S. military

Retired Lieutenant General William Troy describes eight critical lessons he learned from 38 years in the United States Army. While leadership theory has doubtless value in the study of leadership, General Troy offers a hands-on, practical look at leadership, applicable to leaders at any level of the organization, from the shop floor to the C-suite. His talk will analyze leadership successes and failures to illustrate some enduring truths about leadership. Topics include the power of questions, the importance of listening to your team, and the responsibility of leaders to bring everyone along on the leadership journey.

William Troy, retired Lieutenant General, U.S. Army.

08.30-09.15. Conference room: G2
Managing customer dissatisfaction effectively

Customer dissatisfaction occurs in all operations, and it can have serious negative effects on the satisfaction of citizens. How can public service providers effectively detect and manage dissatisfied customer situations and restore citizens’ trust? By viewing complaint handling as a journey rather than an isolated event, a three-phase model is presented where each phase requires different ways of interacting with the customer. Learn how to design effective strategies and how to foster a culture of learning from customer dissatisfaction and complaints.

Arne De Keyser, Associate Professor of Marketing at EDHEC Business School, France.

08.30-09.15. Conference room: G1
50 Cities for Sustainable Government

The city of Espoo has committed to becoming a forerunner in achieving the UN’s Sustainable Development Goals by 2025. The Cities for Sustainability Governance network, CSG, argue that for cities to tackle multidimensional challenges concerning people, planet, peace, prosperity and partnerships, the governance framework needs to be based on the concept of transformation and be more agile and dialogue based. CSG aim to create a network that draws on real-life experience within different city organizations and their communities; to foster peer learning and the co-creation of an urban governance framework.

Ville Taajamaa, Sustainable Development Goals Project Manager for the city of Espoo, Finland.

10.00-10.45. Conference room: G2
Co-design, living labs and crowdsourcing – how efficient are they?

There is a lot of hype surrounding the involvement of users in innovation processes in the public sector. The argument for this is that the users are “experts on service use” and can thus contribute important insights. Co-design, living labs and crowdsourcing are some examples of the methods employed. But how do you handle user recruitment, needs representation, level of user influence, etc? The presentation will reflect critically on user engagement and report results from research projects carried out with the cities of Helsingborg and Karlstad.

Jakob Trischler, Associate Professor with the CTF Service Research Center, Karlstad University.

11.15-12.00. Conference room: A3-4
Value creation with AI and chatbots

Ever since ChatGPT came onto the scene, AI and chatbots have been at the forefront of technological development. But how can AI and chatbots be used to promote value creation? The seminar presents success factors in managing AI and implementing chatbots based on research with multinational organizations and the public sector. How can we make the most of the promise of AI in the near future?

Tilo Böhmann, Professor of Informatics, University of Hamburg.

13.45-14.45. Conference room: G4
Are we ready to trust the machines? Workshop on robots in the public sector

Welcome to our workshop on robots in schools, healthcare and social care. This intriguing event will explore the emerging role of robots in public services and examine whether we are ready to trust machines in these critical areas. What are the opportunities and challenges of integrating robots into public services? Don’t miss this chance to learn from the experts and collaborate with like-minded professionals.

Gaby Odekerken-Schröder, expert in robotics and co-founder of Maastricht Center for Robots.

10.00-10.45 CANCELED
Live: ethical hacking as protection from cyber attacks

Security threats have become one of our society’s most critical issues. The ubiquity of smart-connected devices in all aspects of our lives poses various risks, from the smartphones in our pockets to potential information threats from fridges in our homes. For this reason, the research and work of ethical “hackers” are crucial to ensuring technology’s safety in our private and professional lives.

How to protect yourself and your company and which are the repercussions of such attacks will be the main topics explored in our talk. Researchers from KTH University will deliver an introduction and a hands-on demonstration of hacking techniques as part of this session.

Santiago Bou Betran, master’s student, and Fredrik Heiding, doctoral student, KTH.

13.30-14.30. Conference room: G3
Civil preparedness – a Nordic mutual learning

Key factors in the Nordic cooperation on civil preparedness are collaboration and mutual learning. Based on government decisions to increase civilian capacity, Sweden is in the process of rebuilding its preparedness, starting at a comparatively low level. When the pandemic hit, Finland was better equipped, with e.g. both gloves and masks, since the country had maintained a high level of preparedness. Learn more about city of Helsinki’s work on civil preparedness, the situation in Sweden and what the two countries can learn from each other.

Pasi Raatikainen, special planner civil defence, rescue services of the city of Helsinki, Lisa-Gun Bernerstedt, head of preparedness at the Church of Sweden, and Ida Texell, municipal director of Upplands-Bro.

The seminar is held alternately in English and Swedish.

13.45-14.45. Conference room: A6
The development of the global economy

During the past 15-year period, the world has lived through two major crises: the financial crisis in 2008 and lately the covid pandemic. Now we are grappling with high inflation, rising interest rates and lower GDP growth. The measures of central banks have brought inflation down to some extent, but is it enough? The economy is also affected by the war in Ukraine, and the U.S.-China relationship continues to be a major factor. Looking 15 years ahead, what can we except from the future global economy?

Fredrik Reinfeldt, former Prime Minister of Sweden, and Alexander Stubb, former Finance Minister, Foreign Minister and Prime Minister of Finland.
Moderator: Henry Curr, Economics Editor at The Economist.

dates & location

11–13 November 2025

The Swedish Exhibition & Congress Centre

Visiting address:
Mässans Gata/Korsvägen, Gothenburg


the Swedish Exhibition & Congress Centre
Mässans Gata/Korsvägen, Gothenburg
The Swedish Exhibition & Congress Centre is one of Europe’s largest fully integrated meeting places with a unique city-centre location. Within the premises, you'll find 1200 hotel rooms, exhibition halls, meeting rooms, several restaurants and an exclusive spa.

about the venue


Kvalitetsmässan is organised in cooperation with the City of Gothenburg, Region Västra Götaland, the Swedish Association of Local Authorities and Regions (SALAR) and SIQ – the Swedish Institute for Quality.


11–13 November 2025


Postal Address:
SE-412 94 Gothenburg, Sweden

Visiting address:
Mässans Gata/Korsvägen

[email protected]