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Georgia

Citizen Engagement Platform (GE0067)

Overview

At-a-Glance

Action Plan: Georgia Action Plan 2018-2019

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: NA

Support Institution(s): NA

Policy Areas

Capacity Building, E-Government, Open Regulations, Public Participation, Public Service Delivery, Social Accountability Measures & Feedback Loops

IRM Review

IRM Report: Georgia Design Report 2018-2019

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Civic Participation , Technology

Potential Impact:

Implementation i

Completion: Pending IRM Review

Description

Commitment 2: Innovative platform for citizen engagement

The PSH plays a significant part in ensuring access to public services. It provides about 6 million consumers with up to 430 public services annually. Accordingly, its working process has an immediate and direct impact on every Georgian citizen.

Within the framework of OGP, the PSH plans to introduce into the Georgian reality a completely new, innovative platform of citizen engagement.

The platform’s concept is based on the principles of accountability, openness and transparency and implies the engagement of wide public through three different modules in the process of introduction of new services, perfecting the existing ones, making new service delivery channels, and the serving quality improvement.

Citizen participation in the decision-making process shall be ensured by the following modules:
- Electronic public opinion survey – the process of implementation of new projects in the PCH shall be based on the electronic survey results. The consumers will select themselves new services and sequence of their introduction in the PSH. Surveys will also be used for planning other important projects.
- Electronic voting system – the PSH clientele will be able to assess initiatives received as a result of different feedback channels and studies and vote for the most priority ones. The consumer will be able to lobby any initiative himself/herself and work by the voting process for arising society’s interest, for the initiative having gathered a majority of votes will be considered as a priority one;
- Electronic feedback system – the consumer will be able to fix feedback without leaving home by using novel technologies. Once entered, the feedback will be reflected in a relevant program and the PSH will be able to promptly respond thereto. Such electronic feedback system will reduce the existing one-month response time to 24 hours.
- Electronic accounting system – the openness and transparency of processes will be ensured by a specialized electronic accounting system, which will familiarize any interested person with comprehensive information in relation with any process taking place within the framework of the given project.

The following communication channels will be introduced within the framework of the project:
- Mobile application – in any branch of the PSH, on every operator’s desktop, QR codes will be installed readable by a mobile application. On completion of assessment, the consumer will be provided with an electronic questionnaire or voting functional, wherein he/she can participate in the case of wish.
- Web-page application – the customer will be able to use the PSH platform without leaving home, which shall be integrated on the official web-page of the PSH.
- Sensor monitors – any PSH branch will be equipped with sensor monitors, enabling to use the web-platform. Sensor monitors could be freely used by PWDS: the software will be equipped with a sound function; in addition, the equipment will be adapted to blind and visually impaired persons. At that, the sensor monitor-built program will allow the customer leave an auditory message.

Commitment 2: Innovative platform for citizen engagement
Lead Agency
Other Involved Actors Public Agencies
Civil Society/ Public Sector/ International organization
Issues to be Addressed - At this stage, no possibility of citizen participation in the decision-making process by means of electronic poll/voting exists;
- The consumer’s feedback receipt time in regional PSHs makes about a month;
- The existing feedback system is not adapted to needs of PWDS;
- The ineffective feedback system fails to ensure engagement of wide circles of consumers in the process of changes planned by the PSH/

Main Objective The use of simple, effective and diverse mechanisms will ensure the wide public engagement in the services development and decision-making process.

OGP Principles Transparency Accountability Public Participation Technologies and Innovations
  
Milestones to Fulfill the Commitment New or ongoing commitment Start Date: End Date:
Development of software for the web-page and mobile application New September 2018 February 2019
Purchase of sensor monitors and necessary equipment; initiation of the project. New November 2018 March 2019
Public informing about the platform New March 2019 June 2019
Survey/voting process administration, organizing focus groups, accountability New April 2019 August 2019
Indicator - 100% of applications have been responded not later than in 24 hours;
- The applicant may access the consideration results using online resources;
- The level of awareness about the platform among the PSH clients is not less than 60%;
- The number of feedbacks received in 6 months from the start of the project makes 500 on average;
- Not less than 3 surveys/voting and 3 focus groups have been arranged, wherein the total number of participants makes 5,000 on average;
- The results received by using the platform, as well as the reports on the implemented projects have been proactively published.

IRM Midterm Status Summary

Commitment 2: Innovative Platform for Citizen Engagement

Language of the commitment as it appears in the action plan:

“Within the framework of OGP, the PSH plans to introduce into the Georgian reality a completely new, innovative platform of citizen engagement. The platform’s concept is based on the principles of accountability, openness and transparency and implies the engagement of wide public through three different modules in the process of introduction of new services, perfecting the existing ones, making new service delivery channels, and the serving quality improvement.

Citizen participation in the decision-making process shall be ensured by the following modules:

  • Electronic public opinion survey – the process of implementation of new projects in the PCH shall be based on the electronic survey results. The consumers will select themselves new services and sequence of their introduction in the PSH. Surveys will also be used for planning other important projects.
  • Electronic voting system – the PSH clientele will be able to assess initiatives received as a result of different feedback channels and studies and vote for the most priority ones. The consumer will be able to lobby any initiative himself/herself and work by the voting process for arising society’s interest, for the initiative having gathered a majority of votes will be considered as a priority one;
  • Electronic feedback system – the consumer will be able to fix feedback without leaving home by using novel technologies. Once entered, the feedback will be reflected in a relevant program and the PSH will be able to promptly respond thereto. Such electronic feedback system will reduce the existing one-month response time to 24 hours.
  • Electronic accounting system – the openness and transparency of processes will be ensured by a specialized electronic accounting system, which will familiarize any interested person with comprehensive information in relation with any process taking place within the framework of the given project.

The following communication channels will be introduced within the framework of the project:

  • Mobile application – in any branch of the PSH, on every operator’s desktop, QR codes will be installed readable by a mobile application. On completion of assessment, the consumer will be provided with an electronic questionnaire or voting functional, wherein he/she can participate in the case of wish.
  • Web-page application – the customer will be able to use the PSH platform without leaving home, which shall be integrated on the official web-page of the PSH.
  • Sensor monitors – any PSH branch will be equipped with sensor monitors, enabling to use the web-platform. Sensor monitors could be freely used by PWDS: the software will be equipped with a sound function; in addition, the equipment will be adapted to blind and visually impaired persons. At that, the sensor monitor-built program will allow the customer leave an auditory message.”

Milestones: 

  1. Development of software for the webpage and mobile application.
  2. Purchase of sensor monitors and necessary equipment; initiation of the project.
  3. Public informing about the platform.
  4. Survey/voting process administration, organizing focus groups, accountability.

Start Date: September 2018

End Date: August 2019

Editorial note: For the full text of this commitment, please see https://www.opengovpartnership.org/documents/georgia-action-plan-2018-2019/.

Context and Objectives

This commitment builds on Commitment 2 from Georgia’s second action plan (2014–2016). [9] Under that commitment, Public Service Hall (PSH) created a paper-based, standardized form (Voice of the Consumer) for users to provide feedback on the services they received at any PSH facility. Users could check the status of their feedback by contacting a PSH call center. However, when the 2016 IRMEnd-of-Term Report was published, PSH had not launched a campaign to promote this new communication mechanism across the country. At that time, PSH also had not published regular statistics on how many citizens submitted feedback, what the relevant issues were, and what PSH’s response was. [10]

The commitment in the current action plan addresses the findings from the 2014–2015 IRM Progress Report. [11] The report discussed the need to create an electronic feedback mechanism on PSH services in addition to the paper-based mechanism. Accordingly, this commitment aims to develop and introduce various electronic platforms (web-based, mobile, and sensor monitors) enabling citizens to select, request, and vote for newly proposed services. The platforms would also allow citizens to electronically provide feedback on existing services. Compared to the previous paper-based mechanism, the new e-system will provide a few additional benefits, including

  • Reduced response time for PSH Internal Audit Departments (24 hours instead of the 30-day time frame under the paper-based feedback system),
  • New electronic mechanisms for the public to leave feedback on PSH services, and
  • A special electronic accountability system that entails documenting all the steps taken within this project in the electronic system. This will allow users to receive comprehensive information about implemented activities.

This commitment is relevant to the OGP values of civic participation. It plans to improve opportunities for citizens to have their voices heard on PSH service delivery—for example, they can vote for a specific service to prioritize in the future. The commitment is also relevant to access to information. It would create 1) an electronic feedback system that requires PSH to respond to citizens within 24 hours and 2) an electronic accounting system that ensures that PSH publishes comprehensive information on the implementation process within the framework of this project. The commitment's indicators, as set out in the full text of the commitment, are specific enough to be verified. They include the number of feedbacks expected through the new electronic system in the first six months of the project (500), the number of surveys and focus groups that will be held (three each), and the expected number of survey and focus group participants (5,000).

If fully implemented, this commitment could lead to a minor improvement to PSH’s existing feedback mechanisms by creating various electronic platforms and reducing the response time to feedback. It would also build tools for increased public involvement in PSH’s decision making regarding service delivery. Furthermore, according to an interviewed representative of the nongovernmental organization ANIKA, the introduction of sensor monitors with sound functions and special built-in systems could help to engage people with disabilities in the process. [12]

This commitment could make it easier for citizens to leave feedback on PSH services and could lead to a better quality of services offered by PSH. However, it remains limited in scope. As stated by a public service expert, [13] it does not envisage tools for citizens to initiate new services. Rather, it focuses on mechanisms to choose between the services that have already been proposed by PSH.

Next steps

If the commitment is carried forward to future action plans, the IRM researcher recommends the following:

  • Currently, no formal mechanisms or procedures exist that allow citizens to propose a new service to be delivered to the public. [14] Consequently, the IRM researcher recommends adding a tool that would enable citizens to propose new services. This tool would provide an opportunity to generate new ideas from citizens and increase public participation in service delivery. Later, Public Service Hall (PSH) could transform the ideas into new service opportunities and allow citizens to select, request, vote, and prioritize the introduction of those services, as described in the current commitment. 
  • While the introduction of sensor monitors is a positive step for PSH in providing feedback opportunities for persons with disabilities, ANIKA recommends that PSH also adapt web and mobile channels for people with special needs. With these tools, people with disabilities could provide feedback with more comfortable and widely used equipment. [15]

[9] Open Government Partnership, “Georgia National Action Plan 2016–2018,” https://bit.ly/2YRRUN7.

[10] Open Government Partnership, Georgia: 2014–2016 End of Term Report, p. 20, https://bit.ly/3cLCly1 .

[11] Open Government Partnership, IRM Progress Report 2014–15: Georgia, https://bit.ly/2GZl9X5

[12] Irakli Seperteladze, Member of Board at ANIKA, interview with the IRM researcher, 6 June 2019.

[13] Tinatin Kuprashvili, Public Service Expert, interview with the IRM researcher, 18 June 2019.

[14] Focus group discussion, June 2019.

[15] Seperteladze interview, June 2019.


Commitments

  1. Improved Public Services

    GE0066, 2018, Capacity Building

  2. Citizen Engagement Platform

    GE0067, 2018, Capacity Building

  3. Unified Authentication System

    GE0068, 2018, E-Government

  4. Economic Governance

    GE0069, 2018, E-Government

  5. Environment Portal

    GE0070, 2018, E-Government

  6. Strengthen Anti-Corruption Institutions

    GE0071, 2018, Anti-Corruption

  7. Monitor SDGs

    GE0072, 2018, Capacity Building

  8. Citizen Engagement Legislation

    GE0073, 2018, Legislation & Regulation

  9. Publish Court Decisions

    GE0074, 2018, E-Government

  10. Increasing Transparency of the Ministry of Internal Affairs

    GE0075, 2018, E-Government

  11. Citizen Participation in Public Finance

    GE0076, 2018, Anti-Corruption

  12. Transparent Public Funding System

    GE0077, 2018, Fiscal Openness

  13. Public Procurement Improvements

    GE0078, 2018, Access to Information

  14. Housing Policy Planning

    GE0079, 2018, Land & Spatial Planning

  15. Openness and Accountability of State-Owned Enterprises

    GE0080, 2018, E-Government

  16. Transparency and Good Governance

    GE0081, 2018, Legislation & Regulation

  17. Open Data Collection and Publication

    GE0082, 2018, Access to Information

  18. Participation for Disabled Individuals

    GE0083, 2018, Infrastructure & Transport

  19. Participatory Budgeting

    GE0084, 2018, Capacity Building

  20. Your Idea for the Zugdidi Mayor

    GE0085, 2018, Capacity Building

  21. Electronic Services

    GE0086, 2018, E-Government

  22. I. Gov. Zugdidi

    GE0087, 2018, Capacity Building

  23. Service and Citizen Satisfaction Assessment

    GE0088, 2018, Capacity Building

  24. Promoting and Monitoring SDGs

    GE0089, 2018, Legislative

  25. Citizen Involvement in Budget

    GE0090, 2018, E-Government

  26. Technology for Transparency

    GE0091, 2018, E-Government

  27. Citizen Engagement Center

    GE0092, 2018, Capacity Building

  28. Raising Public Awareness About Parliamentary Democracy

    GE0093, 2018, E-Government

  29. Electronic Innovations for More Transparency and Efficiency of Public Procurement

    GE0056, 2016, Anti-Corruption

  30. Starred commitment Adoption of the Environmental Assessment Code

    GE0057, 2016, Anti-Corruption

  31. Introduction of a Mobile App as an Alternative Channel to Connect to “112”

    GE0058, 2016, E-Government

  32. Development of Local Councils for Crime Prevention

    GE0059, 2016, Justice

  33. Development of a Guidebook for Economic Agents

    GE0060, 2016, Capacity Building

  34. Development and Introduction of the Quality Control Program of Commercial Service

    GE0061, 2016, Capacity Building

  35. Presentation of Company Reports in an Electronic Form and Provision of Their Accessibility

    GE0062, 2016, Capacity Building

  36. Introduction of an Electronic Petition Portal and “Zugdidi-INFO” on the Webpage of Zugdidi Municipality Assembly

    GE0063, 2016, Capacity Building

  37. Transparency of Ozurgeti Municipality Assembly Meetings

    GE0064, 2016, Capacity Building

  38. Creation of Electronic Mechanism for Local Budget Planning in Kutaisi, Ozurgeti, Batumi and Akhaltsikhe

    GE0065, 2016, E-Government

  39. Adapting the Public Service Hall to the Needs of the People with Disabilities

    GE0042, 2016, Capacity Building

  40. Launch of the Unified Healthcare System Information Portal

    GE0043, 2016, Capacity Building

  41. Introduction of Electronic Licensing System in the Field of Natural Resources Application

    GE0044, 2016, Anti-Corruption

  42. Creation of Spatial (Geographic) Data Web-Portal for the Energy Sector

    GE0045, 2016, Capacity Building

  43. Creation of Innovation Ecosystem

    GE0046, 2016, Capacity Building

  44. Electronic Portal for Registering and Disposal of State Property – Customer’S Module

    GE0047, 2016, E-Government

  45. Development of the Freedom of Information Law

    GE0048, 2016, Access to Information

  46. Development of a Monitoring and Assessment System of the Government Policy and Legislative Acts

    GE0049, 2016, Capacity Building

  47. Starred commitment Introduction of the Public Officials’ Asset Declarations Monitoring System

    GE0050, 2016, Anti-Corruption

  48. Establishing Unified Regulations to Publish Court Decisions

    GE0051, 2016, Judiciary

  49. Development of Transparency and Integrity Strategy and Action Plan in the Field of Regional Development and Infrastructure

    GE0052, 2016, Capacity Building

  50. Improvement of the Database of the Convicted and Transfer of the Penitentiary Department Entirely Onto the Electronic Workflow Management

    GE0053, 2016, Capacity Building

  51. Publication of Phone Tapping Data According to the Nature of the Crime and Geographic Area

    GE0054, 2016, E-Government

  52. Starred commitment Increasing Citizen Participation in Supervision of Public Finances (Public Audit)

    GE0055, 2016, Capacity Building

  53. "Voice of the Consumer"

    GE0013, 2014, Public Participation

  54. JUSTdrive

    GE0014, 2014, Public Service Delivery

  55. Educational Services

    GE0015, 2014, Education

  56. Citizen's Portal (Www.Mygov.Ge)

    GE0016, 2014, Capacity Building

  57. Transformation of Public Libraries for Regional Development

    GE0017, 2014, Capacity Building

  58. Digital Signature and Online Authentication

    GE0018, 2014, E-Government

  59. Open Data Portal (Data.Gov.Ge)

    GE0019, 2014, Access to Information

  60. Freedom of Information Act (FOIA) Draft

    GE0020, 2014, Access to Information

  61. Georgia's OGP Forum

    GE0021, 2014, Public Participation

  62. I-Change.Ge

    GE0022, 2014, E-Government

  63. Transparency of Public Service Recruitment

    GE0023, 2014, E-Government

  64. Asset Declaration Monitoring System

    GE0024, 2014, Anti-Corruption

  65. Starred commitment Political Party Financial Declarations

    GE0025, 2014, Access to Information

  66. Accessibility of Ministry of Interior's Webpage to People with Special Needs

    GE0026, 2014, E-Government

  67. Starred commitment Proactive Publishing of Surveillance Data

    GE0027, 2014, Civic Space

  68. Public Awareness of the Electoral Process

    GE0028, 2014, Capacity Building

  69. Transparency of Budgetary Processes

    GE0029, 2014, E-Government

  70. Electronic System of Procurement

    GE0030, 2014, Anti-Corruption

  71. Digital Human Resource Management System

    GE0031, 2014, E-Government

  72. Digital Preservation System: E-Archive

    GE0032, 2014, E-Government

  73. Openness and Accessibility of National Archives

    GE0033, 2014, E-Government

  74. Electronic Catalogues of Ministry of Internal Affairs (MIA) Archives

    GE0034, 2014, E-Government

  75. Public Finance Management System

    GE0035, 2014, E-Government

  76. Alternative Channels to "112"

    GE0036, 2014, E-Government

  77. Interactive Statistics and Crime Mapping

    GE0037, 2014, E-Government

  78. Travel Insurance Services

    GE0038, 2014, Citizenship & Immigration

  79. State Property Registration

    GE0039, 2014, Public Service Delivery

  80. Development of Community Centers in Georgia

    GE0040, 2014, E-Government

  81. Introduction of e-Governance in Local Self-Governments

    GE0041, 2014, E-Government

  82. Public Service Hall-Hub of Public Services

    GE0001, 2012, Access to Justice

  83. e-Governance in Local Governments

    GE0002, 2012, E-Government

  84. Citizens’ Portal

    GE0003, 2012, E-Government

  85. Easily Accessible and Better Healthcare

    GE0004, 2012, E-Government

  86. Launch Ichange.Ge and Data.Gov.Ge

    GE0005, 2012, E-Government

  87. Platform for Participating in the Legislative Process

    GE0006, 2012, E-Government

  88. Citizens and Justice

    GE0007, 2012, Access to Justice

  89. Starred commitment Transparent Party Financing

    GE0008, 2012, Political Integrity

  90. Home-Grown Concept of E-Procurement

    GE0009, 2012, Anti-Corruption

  91. e-Declarations

    GE0010, 2012, Anti-Corruption

  92. Technology Cares for Safety: ICCMS, Crime Mapping, and Safety in Your Neighbourhood

    GE0011, 2012, E-Government

  93. NGO Forum

    GE0012, 2012, Capacity Building

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