The Public Service Development Agency of the Ministry of Justice is actively pursuing the effective implementation of the government-endorsed public services development strategy for the period 2022-2025. In line with public administration reform efforts, the Agency has initiated the implementation of the European model of quality management, the Common Assessment Framework (CAF) to independently evaluate the effectiveness of its operations. The project is supported by the United Nations Development Programme (UNDP) and UKAID of the UK government.
The organizational self-assessment framework was developed by members of the European Public Administration Network in order to ensure consistent approaches to quality management in the public sector. The aim of this initiative is to support the effective functioning of governmental agencies by promoting systematic and comprehensive self-assessment of their current situation and improvement of their performance.
The European model of quality management enhances the operations of public organizations and improves the quality of customer experience and satisfaction among citizens. This approach has been adopted in countries such as Austria, Belgium, Denmark, Germany, Spain, Italy, the Netherlands and Switzerland.
It should be noted that, as part of the ongoing public administration reform in Georgia, a unified strategy for the development of public services has been approved for the first time. This strategy was initiated by the Public Service Development Agency, with the participation of both local and international experts. The strategy aims to improve the processes involved in the creation, provision, and quality assurance of public services, as well as their evaluation. By implementing this strategy over the period 2022 to 2025, the provision of public services to citizens will be made easier, more unified and of a higher standard.
