As part of the ongoing public administration reform in Georgia, a unified strategy for the future development of public services has been for the first time developed and further approved by the government.
The aim of this strategy is to make the provision of these services easier and more accessible to applicants as a result of the reform.
The strategy seeks to introduce new standards for developing, providing, quality assuring and evaluating customer-focused services.
To this end, the Public Service Development Agency of the Ministry of Justice has been tasked with developing a standard for simplified service provision. This aspect of the reform is being supported by the United Nations Development Programme (UNDP).
The service development strategy has been developed through the involvement of both the Agency and local and international experts. As part of this strategy, five manuals and training modules have been prepared. To date, approximately 500 representatives from institutions providing public services have been trained.
In addition, a concept for the public service quality index (indicators and a matrix for assessment) has been developed. A methodology for calculating the index has also been created. Furthermore, it is planned to create a service index portal.
Following the approval of the strategy by the government, measures will be taken to further improve the quality of public services in Georgia through the implementation of unified approaches.
