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Armenia

"One-Stop-Shop" Pilot Project Within Military Registration Offices (AM0034)

Overview

At-a-Glance

Action Plan: Armenia’s Third National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive

Institutions

Lead Institution: Ministry of Defense of the Republic of Armenia

Support Institution(s): Protection of Rights without Borders NGO, Support and Rights NGO

Policy Areas

Capacity Building, E-Government, Public Participation, Public Service Delivery, Records Management, Security

IRM Review

IRM Report: Armenia Progress Report 2016-2018

Starred: No

Early Results: Did Not Change

Design i

Verifiable: No

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i

Completion:

Description

Issue subject to regulation: The scope of activities of military registration offices is rather diverse, and there is a need to specify legislative regulation for some issues. The given fact adversely affects the clarity of functions of military registration offices, the quality of public services provided, the time limits thereof, having an impact on the level of public confidence. This results in unnecessary administrative and corruption risks. The introduction of "One-stop-shop" pilot project within 2-3 military registration offices will provide an opportunity to test its effectiveness in terms of eliminating the above-mentioned issues and artificial obstacles.; Main objective: Improvement of administration in the activities of military registration offices through testing and further introduction of the "One-stop-shop" pilot project and reduction of risks therein, restriction on contacts of citizens with the military registration office personnel, reduction of the time limits for providing requested information/documents.; Brief description of commitment: Implementation of the "One-stop-shop" pilot project within 2-3 military registration offices.; OGP challenge addressed by the commitment: Improvement of public services Enhancement of public integrity; Relevance to OGP values: Introduction of the "One-stop-shop" within military registration offices will increase the availability and reliability of information, reduce expenses related to the provision of services and improve the quality of public services.; Ambition: Reduction of administrative and corruption risks, simplification and clarification of processes, increase in public confidence.

IRM Midterm Status Summary

8. One-stop-shop military registration offices

Commitment Text:

Title: One-stop-shop in the Army: Introduction of One-stop-shop pilot project within military registration offices of the Republic of Armenia

Implementation of the 'One-stop-shop' pilot project within 2-3 military registration offices. Improvement of administration in the activities of military registration offices though testing and further introduction of the 'One-stop-shop' pilot project and reduction of risks therein, restriction on contacts of citizens with the military registration office personnel, reduction of the time limits for providing requested information/documents.

The activities under this commitment are as follows:

1. Clarifying the scope of functions relating to the One-stop-shop (Sep 16 - Nov 17).

2. Assessing capacities of military registration offices and selecting military registration offices (Dec 16 - Feb 17).

3. Introducing the One-stop-shop (Mar 17 - Jun 18).

4. Survey regarding change of public confidence (if necessary) (Jan 18 - Jun 18).

5. Submitting recommendations on making amendments to secondary regulatory legal acts (if necessary) (Mar 18 - Jun 18).

Responsible institution: Ministry of Defense

Supporting institution(s): None

Start date: September 2016 End date: June 2018

Context and Objectives

In Armenia, a two-year service in the Army is compulsory for males from 18 to 27 years old. The registration of conscripts, the conscription process, record-keeping, post-service registry maintenance and the provision of related documents are implemented by military registration offices located in each district and/or community. The scope of activities of military registration offices is diverse, and there is a need to specify legislative regulation for services provided[Note150: OGP Third National Action Plan of the Republic of Armenia (2016-2018), http://ogp.am/u_files/file/3AP_ENG.docx%5D. The introduction of 'one-stop-shop' pilot project in 2-3 military registration offices will provide an opportunity to test its effectiveness in providing services related to provision of certificates, verification documents, etc.

The introduction of a single unified service will make it possible to eliminate problems that emerge during personal contact with citizens in the process of providing documentation, by narrowing the scope of direct communication between representatives of military registration offices and citizens.

The commitment text has low specificity. Though there is a clear indication of the purpose and activities included in the commitment, the scope of services to be provided through one window is not specified.

The commitment is related to improvement of administration and services as it aims to facilitate procedures for providing information to people visiting military registration offices. However, the commitment does not include any activities that would enhance transparency or create more citizen oversight and public accountability of the military sector. Therefore, the relevance of the commitment to OGP values is unclear.

If implemented, the commitment could make military registration offices more service oriented. The military offices usually not only provide documents, certificates, and other paperwork, but are a contact point for relatives of soldiers if any information is needed or any grievance related to military service occurs. Adopting the single window principle would ensure that instead of military officers, visitors would deal with civil servants specialized in information and service provision. A representative of a CSO, working in the area of conscripts’ rights and awareness-raising on military service, noted that the one-window approach will serve more effectively as a means for communication and document provision. In particular, it will reduce waiting times, facilitate faster provision of military service related documentation and ensure better control of the process.[Note151: Sergey Harutyunyan (Support and Rights NGO), interview by IRM researcher, 7 November 2017] However, as the current commitment includes only piloting the one-window approach in 2-3 offices, the potential impact of this commitment is assessed as minor.

Completion

In 2016, military registration offices in two districts of Yerevan, Nor-Nork and Kentron, were selected for the introduction of 'one window'.[Note152: OGP Midterm Self-Assessment Report on the Third Action Plan of the Republic of Armenia (2016 -2018), http://ogp.am/u_files/file/Armenia_MID-TERM_report_3AParm.doc%5D However, following the resignation of the government cabinet, the Minister of Defense was replaced in October 2016, and the strategy of the Ministry’s work was revised. A package of new laws on military service was adopted by the parliament in October-November 2017, and subsequent reforms of military registration offices are planned, thus the implementation of this commitment has been suspended.[Note153: Alexander Avetisyan (Ministry of Defense), interview by IRM researcher, 27 November 2017]

The possibility of providing specific services of military registration offices ‘ through post offices ('Haypost' CJSC) is currently being discussed.[Note154: Alexander Avetisyan (Ministry of Defense), interview by IRM researcher, 27 November 2017] It should be noted that since November 2016, a number of documents are provided to citizens through the unified system of public service delivery offices, mostly located in 'Haypost' offices, both in Yerevan and regions.[Note155: The provision of public services will be closer to Armenian citizens, armenpress.am, 18.11.2016, https://armenpress.am/arm/news/868529/petakan-tsarayutyunneri-matucumn-aveli-mot-klini-hh.html%5D These documents include verification of marital status, real estate certificates, penal clearance certificates, etc. Thus, the Ministry of Defense considers provision of military service related certificates through the same system, which saves time and human resources at military registration offices and excludes any possibility of personal contact throughout the provision of documents. However, the services in the unified system will be limited to provision of standardized information and documents, while other types of inquiries will still be served by military registration offices.

The Ministry of Defense launched a Hot Line service (1–28)[Note156: The Hot Line of the RA Ministry of Defense has been launched, 10.01.2017, http://www.mil.am/hy/news/4576 ] in January 2017, which provides the possibility for citizens to receive answers to inquiries and leave information on grievances related to any aspect of military service, including mistreatment of soldiers, results of medical examinations, corruption cases or administrative impediments. In this regard, the Hot Line partly covers the services previously planned for the 'one-stop-shop' system (information provision and response to grievances).

Next Steps

According to the Ministry of Defense, it is possible that the commitment will be reformulated to reflect the revised approach of the Ministry. However, timelines of implementation of the revised approach are not known yet, since they are dependent on the larger reform process.[Note157: Alexander Avetisyan (Ministry of Defense), interview by IRM researcher, 27 November 2017]

Based on the feedback from CSOs who participated in interviews and focus groups, the IRM researcher has identified a number of concerns related to non-implementation of the commitment originally planned. Therefore, the following recommendations are suggested in case it is decided to organize the delivery of services through the unified state service delivery system:

· clarify the list of services to be provided by the unified system of state service delivery as per the scope of military registration offices,

· provide appropriate solutions to privacy issues, often linked to the military service-related documents,

· clarify the possibilities to continue rendering the same services through military registration offices in parallel with the unified service delivery system,

· plan a large awareness-raising campaign ensuring that citizens are aware of the new possibilities provided by the integrated system.

While these recommendations might be considered through further reforms of military offices, it is recommended to include in the next action plan other commitments that are relevant to OGP values, i.e. access to information, public accountability, or civic participation.

IRM End of Term Status Summary

8. One-stop-shop military registration offices

Commitment Text:

Title: One-stop-shop in the Army: Introduction of One-stop-shop pilot project within military registration offices of the Republic of Armenia

Implementation of the “One-stop-shop” pilot project within 2-3 military registration offices. Improvement of administration in the activities of military registration offices though testing and further introduction of the “One-stop-shop” pilot project and reduction of risks therein, restriction on contacts of citizens with the military registration office personnel, reduction of the time limits for providing requested information/documents.

The activities under this commitment are as follows:

1.Clarifying the scope of functions relating to the One-stop-shop (Sep 16 - Nov 17).

2.Assessing capacities of military registration offices and selecting military registration offices (Dec 16 - Feb 17).

3.Introducing the One-stop-shop (Mar 17 - Jun 18).

4.Survey regarding change of public confidence (if necessary) (Jan 18 - Jun 18).

5.Submitting recommendations on making amendments to secondary regulatory legal acts (if necessary) (Mar 18 - Jun 18).

Responsible institution: Ministry of Defense

Supporting institution(s): None

Start date: September 2016. End date: June 2018

Commitment Aim

In Armenia, a two-year service in the army is compulsory for males from 18 to 27 years old. The registration of conscripts, the conscription process, record-keeping, post-service registry maintenance, and the provision of related documents are implemented by military registration offices located in each district and/or community. The scope of activities of military registration offices is diverse, and there is a need to specify legislative regulations for services provided. [Note58: OGP Third National Action Plan of the Republic of Armenia (2016-2018), http://ogp.am/u_files/file/3AP_ENG.docx%5D According to the action plan, the introduction of 'one-stop-shop' pilot project in two to three military registration offices would provide an opportunity to test its effectiveness in providing services related to provision of certificates, verification documents, etc. The introduction of a single unified service would make it possible to eliminate problems that emerge during personal contact with citizens in the process of providing documentation, by narrowing the scope of direct communication between representatives of military registration offices and citizens.

The commitment is related to improvement of administration and services, as it aims to facilitate procedures for providing information to people visiting military registration offices. However, the commitment does not include any activities that would enhance transparency or create more citizen oversight or public accountability of the military sector. Therefore, its direct relevance to OGP values is unclear.

Status

Midterm: Not Started

In 2016, the Ministry of Defense selected military registration offices in two districts of Yerevan (Nor-Nork and Kentron) for the introduction of “one window.” [Note59: OGP Midterm Self-Assessment Report on the Third Action Plan of the Republic of Armenia (2016 -2018), http://ogp.am/u_files/file/Armenia_MID-TERM_report_3AParm.doc%5D However, following the resignation of the government cabinet, the Minister of Defense was replaced in October 2016, and the strategy of the Ministry’s work was revised. Parliament adopted a package of new laws on military service in October–November 2017, and subsequent reforms of military registration offices were planned, thus the implementation of this commitment was suspended. [Note60: Alexander Avetisyan (Ministry of Defense), interview by IRM researcher, 27 November 2017]

The Ministry of Defense launched a Hot Line service (1–28) [Note61: The Hot Line of the RA Ministry of Defense has been launched, 10.01.2017, http://www.mil.am/hy/news/4576 ] in January 2017, which provides the possibility for citizens to receive answers to inquiries and leave information on grievances related to any aspect of military service, including mistreatment of soldiers, results of medical examinations, corruption cases, or administrative impediments. In this regard, the Hot Line partly covers the services previously planned for the “one-stop-shop” system (information provision and response to grievances). For more information, see the Armenia IRM Progress Report 2016–2017. [Note62: IRM Armenia Progress Report 2016-2018 (Year 1), 08 'One-stop-shop' Pilot Project Within Military Registration Offices, https://www.opengovpartnership.org/commitment/08-one-stop-shop-pilot-pro... ]

End of term: Not started

No additional actions took place in the framework of the commitment within the second year of the action plan.

Did It Open Government?

Access to Information: Did Not Change

Civic Participation: Did Not Change

Public Accountability: Did Not Change

No activities have been carried out in the framework of the commitment. As such, there has been no changes to open government in practice.

Carried Forward?

At the time of writing this report (September 2018), Armenia’s fourth action plan is not available yet. During consultations of the fourth action plan, this commitment has not been suggested to carry forward.

For Commitment detail, see Armenia End-Term Report 2016-2018.


Armenia's Commitments

  1. Open Data in Official Declarations

    AM0035, 2018, Asset Disclosure

  2. Government Grant Transparency

    AM0036, 2018, Fiscal Transparency

  3. Beneficial Ownership Register

    AM0037, 2018, Anti-Corruption Institutions

  4. Modernization of Community Website

    AM0038, 2018, E-Government

  5. State Water Cadastre

    AM0039, 2018, E-Government

  6. Land Cadastre

    AM0040, 2018, E-Government

  7. Integrated Social Services

    AM0041, 2018, E-Government

  8. Unified Information System for Management of Education

    AM0042, 2018, Capacity Building

  9. Exploring Medical Assistance Program

    AM0043, 2018, E-Government

  10. Platform for Submitting Petitions

    AM0044, 2018, E-Government

  11. Public Service Dashboard

    AM0045, 2018, E-Government

  12. State Travel Transparency

    AM0027, 2016, E-Government

  13. Accountability for Grants of the Government

    AM0028, 2016, E-Government

  14. Transparency of the State Budget

    AM0029, 2016, Fiscal Transparency

  15. "Open Data" in Official Declaration:

    AM0030, 2016, Anti-Corruption Institutions

  16. Portal for Community Decisions.

    AM0031, 2016, Capacity Building

  17. Accountability Licensing

    AM0032, 2016, Capacity Building

  18. Accessibility of Integrated Social Services

    AM0033, 2016, E-Government

  19. "One-Stop-Shop" Pilot Project Within Military Registration Offices

    AM0034, 2016, Capacity Building

  20. Digitization and publication of data in the “Republican Geological Fund” SNCO

    AM0016, 2014, Extractive Industries

  21. Ensuring Transparency in Mining

    AM0017, 2014, Extractive Industries

  22. Ensuring Public Awareness About Health Care Financing

    AM0018, 2014, E-Government

  23. Ensuring Transparency of Asset and Income Declarations of the RA High-Ranking Officials

    AM0019, 2014, Asset Disclosure

  24. Online Broadcasting of the State Procurement Appeals Board Sessions

    AM0020, 2014, E-Government

  25. Community Microsurvey Introduction in 10 Communities

    AM0021, 2014, E-Government

  26. Ensuring Open, Transparent, Participatory and Accountable Process of State Policies and Legislative Reforms

    AM0022, 2014, E-Government

  27. Public Awareness on the Lawmaking Activity of State Governance Bodies

    AM0023, 2014, E-Government

  28. Ensuring Transparency of the Election of Governing Boards of the RA General Secondary Education Institutions and of the Annual Budget Planning and Expenses of Ra General Secondary Education Institutions

    AM0024, 2014, Education

  29. Knowledge and Capacity Building of Public Servants in the Freedom of Information and Anticorruption Field

    AM0025, 2014, Capacity Building

  30. Ensuring Transparency of Local Self Government Bodies of Large Communities

    AM0026, 2014, E-Government

  31. Reviewing the Regulatory Normative Legal Acts (Regulatory Guillotine Project)

    AM0001, 2012, Legislation & Regulation

  32. Improving Internal Audit System for the Public Sector

    AM0002, 2012, Audits and Controls

  33. Improving Procurement Procedures

    AM0003, 2012, Capacity Building

  34. Improving Budget Planning and Reporting Systems Through Full Utilization of Program Budgeting

    AM0004, 2012, Audits and Controls

  35. Promoting Transparency and Objectiveness in Tax Administration

    AM0005, 2012, Conflicts of Interest

  36. Fight Against Corruption

    AM0006, 2012, Anti-Corruption Institutions

  37. Introduction of a Unified Payment System (Portal)

    AM0007, 2012, E-Government

  38. State Car Inspection Improvements

    AM0008, 2012, Infrastructure & Transport

  39. Implementation of an Electronic System for Consular Services

    AM0009, 2012, Citizenship and Immigration

  40. Implementation of Mail-Armenia System

    AM0010, 2012, Citizenship and Immigration

  41. Introduction of e-Statistics System

    AM0011, 2012, E-Government

  42. Introduction of e-Documentation Sharing System in Urban Communities

    AM0012, 2012, E-Government

  43. Ensuring Transparency of Asset Declarations

    AM0013, 2012, Asset Disclosure

  44. Standardization of Offical Websites Content

    AM0014, 2012, E-Government

  45. Improvement of Knowledge and Skills of Public Servants on Access to Information

    AM0015, 2012, Capacity Building