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Georgia

Service and Citizen Satisfaction Assessment (GE0088)

Overview

At-a-Glance

Action Plan: Georgia Action Plan 2018-2019

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: Ozurgeti Municipality Assembly and Town Hall

Support Institution(s): THE FORUM-MEMBER NGOS; NATIONAL PARLIAMENTARY LIBRARY OF GEORGIA

Policy Areas

Capacity Building, E-Government, Public Participation, Subnational

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: Civic Participation

Potential Impact:

Implementation i

Completion: Pending IRM Review

Description

Commitment 8: Introduction of a system of assessment of services and citizen satisfaction level measurement in Ozurgeti Municipality

The Ozurgeti Municipality Assembly and Town Hall actively work on the perfection of services rendered to their citizens and the introduction of a system of monitoring of the indicators presented in the program budget. This commitment aims at introducing a system of assessment of services rendered by the local self-government to the population and measurement of the citizen satisfaction level, which is to raise the citizen awareness and engagement in the decision-making process.

Commitment 8: Introduction of innovative methods for effective governance and citizen engagement
Lead Agency Ozurgeti Municipality Assembly and Town Hall
Other Involved Actors Public Agency
Civil Society/ Private Sector/ International organization THE FORUM-MEMBER NGOS; NATIONAL PARLIAMENTARY LIBRARY OF GEORGIA
Issues to be Addressed - Lack of a system of assessing the service rendered to population and measuring the citizen satisfaction level;
- Low awareness of the modern technology possibilities;
- Shortage of modern methods and innovative technologies;
- Low interest of citizens in the engagement in the decision-making process.
Main Objective Introduction of a system of assessing the service rendered to population and measuring the citizen satisfaction level.
OGP Challenge Better management of public resources

OGP Principles Transparency Accountability Civil Participation Technology and Innovation
   
Milestones to Fulfill the Commitment New or ongoing commitment Start date End date
Setting up a planning group for identifying the service delivery assessment indicators. New
September 2018

October 2018

Setting up a working group of skilled observers for measuring the indicators. New
October 2018

December 2018

Collection of service delivery data New January 2019 March 2019
Comparing the results with the indicators and adjusting the service management New March 2019 June 2019
Introduction of the project “Self-government for Education” – promotion of the self-government importance and encouragement of the youth engagement in the decision-making process (conduct of awareness raising activities) New September 2018 September 2019
Indicator - The system of assessing the service rendered by self-government to population and measuring the citizen satisfaction level has been introduced;
- Assessment of services delivered to population and its outcomes informing to population takes place twice per annum;
- Information meetings within the framework of the project "Self-government for Education” have been held.
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 23: Introduction of a System of Assessment of Services and Citizens Satisfaction Level Measurement in Ozurgeti Municipality

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

“The Ozurgeti Municipality Assembly and Town Hall actively work on the perfection of services rendered to their citizens and the introduction of a system of monitoring of the indicators presented in the program budget. This commitment aims at introducing a system of assessment of services rendered by the local self-government to the population and measurement of the citizen satisfaction level, which is to raise the citizen awareness and engagement in the decision-making process."

-Lack of a system of assessing the service rendered to population and measuring the citizen satisfaction level;

- Low awareness of the modern technology possibilities;

- Shortage of modern methods and innovative technologies;

- Low interest of citizens in the engagement in the decision-making process.”

Milestones: 

  1. Setting up a planning group for identifying the service delivery assessment indicators.
  2. Setting up a working group of skilled observers for measuring the indicators.
  3. Collection of service delivery data
  4. Comparing the results with the indicators and adjusting the service management
  5. Introduction of the project “Self-government for Education” — promotion of the self-government importance and encouragement of the youth engagement in the decision-making process (conduct of awareness raising activities)

Start Date: September 2018

End Date: September 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

Ozurgeti Municipality is a hub for using technology to increase the transparency and effectiveness of local governance. For example, under Commitment 23 from Georgia’s third action plan (2016–2017), Ozurgeti Municipality introduced the live broadcasting of Assembly meetings. This allowed residents to follow agenda items. The municipality also started sending SMS notifications and emails on upcoming Assembly meetings. [119]

Under this current commitment, the Ozurgeti Municipality Assembly and City Hall aim to develop evaluation standards to assess public services and citizen satisfaction with these services. The government can use this data to identify gaps and plan relevant actions to address them, including communication and outreach. According to an interviewed representative of Ozurgeti Municipality, the municipality plans to collaborate with the National Parliamentary Library of Georgia and local civil society organizations in an initiative called “Local government for Education”. [120] These collaborations will involve holding meetings with locals in all villages of the municipality to deliver information. They will also raise awareness about self-government functions, advantages, rights, opportunities, and available participation mechanisms. Milestone 23.5 generally plans to encourage greater youth engagement in decision-making processes. Therefore, the commitment is relevant to the OGP value of civic participation.

While this commitment presents a set of activities that are verifiable, some activities of the commitment lack specificity. For example, the “planning group” and “working group” under Milestones 23.1 and 23.2, respectively, are not well defined, nor is the introduction of “Self-Government for Education” among youth under Milestone 23.5.

Overall, the potential impact of the commitment could be moderate, if fully implemented. The achievement of the first four milestones, in particular, would, for the first time in Ozurgeti, create an evaluation standard to assess public services in the municipality and explore citizens’ experiences. Transformative reform, though, would entail introducing tools to ensure citizens’ role in the process of the service identification and design. Such reform would also require the self-government to respond to the results of the assessment and propose changes accordingly.

Next steps

The IRM researcher recommends that Ozurgeti Municipality introduce citizen participatory tools. It should also ensure that the findings of the assessment of public services are published and that they keep the government legally accountable to reflect on the assessment results.

[114] OGP Intermunicipal Meeting in Ozurgeti: Mirian Kalisonia, Head of Public Relations Department at Zugdidi City Council, interview with IRM researcher, 11 June 2019.

[115] Kilasonia interview, June 2019.

[116] Nika Baramaia, Business Analyst, Municipal Service Development Agency, interview with IRM researcher, 3 October 2019.

[117] IRM researcher’s focus group discussion with students in Zugdidi, 15 June 2019.

[118] Georgia Good Governance Initiative, USAID, E-readiness Study in Georgia, 2016, https://bit.ly/2KInsgS.

[119] Open Government Partnership, IRM: Georgia End-of-Term Report 2016–2018, pp 72, https://bit.ly/3cSaJHp

[120] OGP intermunicipal meeting in Ozurgeti: Davit Darchia, Chairman of Ozurgeti Municipal Assembly, interview with IRM researcher, 11 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 Rights and 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,

  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, 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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