The Council of Europe is increasingly integrating behavioural science into its co-operation activities, and Armenia is leading the way as one of the very first countries to apply this innovative approach to migration management. Behavioral science is often seen as a theoretical discipline. In reality, it is a practical tool that helps public institutions better understand how people think, make decisions, and interact with systems. This understanding is essential for designing services that are not only efficient on paper, but also effective in real life.

The leadership and staff of Armenia’s Migration and Citizenship Service took part in a learning exchange focused on how behavioral science can improve the delivery of public services.

During the discussions, participants explored how everyday factors, such as social values, workplace culture, and individual biases shape the way public services are delivered. These influences are often invisible, yet they play a significant role in how institutions function and how citizens experience them.

The exchange reinforced a simple but powerful idea: effective migration governance is not only about rules and systems, but also about people, relationships, and trust.

This initiative was organised within the framework of the Council of Europe Project "Strengthening human rights safeguards for the displaced population in Armenia."