Skip Navigation

Electronic Services (GE0086)



Action Plan: Georgia Action Plan 2018-2019

Action Plan Cycle: 2018

Status: Active


Lead Institution: Batumi Municipality City Hall; Rustavi Municipality Town Hall

Support Institution(s): USAID-funded Good Governance Initiative in Georgia (GGI); Forum-member NGOs; UNDP; Decentralization and Good Governance at the Local Level in Georgia (DGG) project.

Policy Areas

E-Government, E-petitions, Fiscal Openness, Health, Land Rights & Spatial Planning, Local Commitments, Public Participation, Public Participation in Budget/Fiscal Policy, Public Service Delivery

IRM Review

IRM Report: Georgia Design Report 2018-2019

Starred: Pending IRM Review

Early Results: No IRM Data

Design i

Verifiable: Yes

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

Potential Impact:

Implementation i



Commitment 6: Introduction and development of electronic services in
Batumi and Rustavi municipalities

The improvement of access to municipal services for local population is one of the major goals of the Batumi Municipality City Hall’s activity. The Batumi Municipality City Hall understands that electronic services are the cheapest, comfortable and rapid services deliverable by the State. Within the framework of this plan, the Batumi Municipality City Hall commits to introduce and develop five (5) electronic services.

Commitment 6: Introduction and development of electronic service in Batumi and Rustavi municipalities
Lead Agency Batumi Municipality City Hall;
Rustavi Municipality Town Hall
Other Involved Actors Public Agency
Civil Society/ Private Sector/ International organization USAID-funded Good Governance Initiative in Georgia (GGI); Forum-member NGOs; UNDP; Decentralization and Good Governance at the Local Level in Georgia (DGG) project.

Issues to be Addressed Creation of a unified system based on the principles of e-governance upon exercise of self-government is one of the most important and priority direction of the open government. The Batumi Municipality City Hall needs support in terms of electronic services development. The introduction of such services will make it possible to launch the one-window service system.
Main Objective Improving accessibility of municipal services
OGP Challenge Improvement of public services
OGP Principles Transparency Accountability Civil Participation Technology and Innovation
  
Milestones to Fulfill the Commitment New or ongoing commitment Start date End date
Analysis of key business processes related to municipal services in the system of Batumi Municipality City Hall New Third quarter 2018 December 2018
Introduction of a participatory budgeting module New First quarter 2019 June 2019
Introduction of e-petitions module New First quarter 2019 June 2019
Introduction of a spatial arrangement and architecture module New Second quarter 2019 September 2019
Introduction of a property management services module New Third quarter 2019 December 2019
Introduction of a healthcare and social welfare services module New Second quarter 2019 September 2019
Indicator 5 electronic services have been introduced
Risks and Assumptions The issue is complex and its successful implementation depends on the engagement of the respective donor and civil society.

IRM Midterm Status Summary

Commitment 21: Introduction and Development of Electronic Services in Batumi and Rustavi Municipalities

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

“The improvement of access to municipal services for local population is one of the major goals of the Batumi Municipality City Hall’s activity. The Batumi Municipality City Hall understands that electronic services are the cheapest, comfortable and rapid services deliverable by the State. Within the framework of this plan, the Batumi Municipality City Hall commits to introduce and develop five (5) electronic services."


  1. Analysis of key business processes related to municipal services in the system of Batumi Municipality City Hall
  2. Introduction of a participatory budgeting module
  3. Introduction of e-petitions module
  4. Introduction of a spatial arrangement and architecture module
  5. Introduction of a property management services module
  6. Introduction of a healthcare and social welfare services module

Start Date: Third quarter 2018

End Date: September 2019

Editorial note: For the full text of this commitment, please see

Context and Objectives

In recent years, municipal governments in Georgia have been trying to make their service deliveries more accessible to the public. Under this commitment, the municipalities of Batumi and Rustavi have committed to introduce five new electronic services to their residents. They list the following services: 1) participatory budgeting, 2) e-petitions, 3) spatial arrangement and architecture, 4) property management services, and 5) healthcare and social welfare modules. Electronic access to these services will cover the entire spectrum of services provided by the municipalities. At a later stage, the government will put all the services on a single platform in both municipalities. It should be noted that the introduction of an electronic module for participatory budgeting in Batumi Municipality overlaps with Commitment 19 from this action plan.

As stated by the representative of Batumi Municipal Services Agency, [111] the agency will engage business analytics to study and describe all the service-related processes. This exercise will provide a good knowledge base for transforming existing services into electronic services. The representative of the United States Agency for International Development’s Good Government Initiative (USAID GGI), which provides technical assistance to Batumi Municipality, also stated that USAID GGI plans to develop a strategy document to identify three pilot services that will be made available online.

The introduction of the five services online in both municipalities is verifiable. However, it is unclear exactly what services will be put online. Likewise, for each of the milestones, it is unclear how many signatures will be required to initiate petitions, what the government's obligation is to respond to issues raised through petitions, or what the indicators of success are.

If fully implemented as written, this commitment could significantly improve business as usual by introducing an entire spectrum of electronic services to citizens. Further, incorporation of service modules on a single platform could significantly change the public’s attitude toward and perceptions of local governance. This commitment could improve access to and the quality of public services and increase civic participation in the two municipalities. [112]

However, the potential impact is somewhat mitigated because the milestones, while ambitious, lack key details about each of the proposed modules. Furthermore, according to USAID GGI, local governments first plan to develop a strategy document that will identify three pilot services to put online. The electronification of services is a costly and time-consuming process, so the municipalities of Batumi and Rustavi will likely have to prioritize which service modules they will introduce. This commitment does not provide information that would enable assessment of the implementation process in the future, nor does it specify the scale, details, accountability mechanisms, and indicators for any of the modules and milestones.

As stated above, stakeholders assess the commitment as ambitious and stress the importance of clarification and prioritization via development of the strategy document to outline what is to be done, when, and how. [113] Thus, although this commitment has the capacity to develop into a transformative set of actions in the future, with the current commitment text, and based on the interviews, it is more likely that the commitment could have a moderate potential impact.

Next steps

Considering that the commitment milestones describe a service area rather than a specific service that will become available electronically, the IRM researcher recommends that Batumi and Rustavi municipalities consider providing specifications and indicators while designing an action plan, to make the milestones measurable and the commitment verifiable. For example, Milestone 21.6 (“Introduction of a healthcare and social welfare services module”) does not specify exactly what healthcare and welfare services will be introduced electronically. If the commitment implies all the existing services in this area, the commitment text should specify and frame the milestone as “all six existing services.” It should also provide the relevant quantified indicators that would signal commitment completion if all six services are introduced. This will not only make the commitment specific but also make it more administratively feasible to implement.

[111] OGP intermunicipal meeting in Ozurgeti: Akaki Gvianidze, Head of Department of Municipal Services at Agency of Municipal Services, Batumi City Hall, interview with IRM researcher, 11 June 2019.

[112] Gvianidze interview, June 2019.

[113] Mariam Gorgadze, Deputy Chief of Party and Mikheil Darchiashvili, Governance Manager at USAID Good Governance at USAID Good Governance Initiative, interview with IRM research, 14 May 2019.


  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 Rights & 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, Open Parliaments

  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, Anti-Corruption

  53. "Voice of the Consumer"

    GE0013, 2014, Public Participation

  54. JUSTdrive

    GE0014, 2014,

  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,

  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, Anti-Corruption

  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

Open Government Partnership