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, SubnationalIRM 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
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:
- Setting up a planning group for identifying the service delivery assessment indicators.
- Setting up a working group of skilled observers for measuring the indicators.
- Collection of service delivery data
- Comparing the results with the indicators and adjusting the service management
- 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
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Improved Public Services
GE0066, 2018, Capacity Building
-
Citizen Engagement Platform
GE0067, 2018, Capacity Building
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Unified Authentication System
GE0068, 2018, E-Government
-
Economic Governance
GE0069, 2018, E-Government
-
Environment Portal
GE0070, 2018, E-Government
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Strengthen Anti-Corruption Institutions
GE0071, 2018, Anti-Corruption
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Monitor SDGs
GE0072, 2018, Capacity Building
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Citizen Engagement Legislation
GE0073, 2018, Legislation & Regulation
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Publish Court Decisions
GE0074, 2018, E-Government
-
Increasing Transparency of the Ministry of Internal Affairs
GE0075, 2018, E-Government
-
Citizen Participation in Public Finance
GE0076, 2018, Anti-Corruption
-
Transparent Public Funding System
GE0077, 2018, Fiscal Openness
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Public Procurement Improvements
GE0078, 2018, Access to Information
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Housing Policy Planning
GE0079, 2018, Land Rights and Spatial Planning
-
Openness and Accountability of State-Owned Enterprises
GE0080, 2018, E-Government
-
Transparency and Good Governance
GE0081, 2018, Legislation & Regulation
-
Open Data Collection and Publication
GE0082, 2018, Access to Information
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Participation for Disabled Individuals
GE0083, 2018, Infrastructure & Transport
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Participatory Budgeting
GE0084, 2018, Capacity Building
-
Your Idea for the Zugdidi Mayor
GE0085, 2018, Capacity Building
-
Electronic Services
GE0086, 2018, E-Government
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I. Gov. Zugdidi
GE0087, 2018, Capacity Building
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Service and Citizen Satisfaction Assessment
GE0088, 2018, Capacity Building
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Promoting and Monitoring SDGs
GE0089, 2018, Legislative
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Citizen Involvement in Budget
GE0090, 2018, E-Government
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Technology for Transparency
GE0091, 2018, E-Government
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Citizen Engagement Center
GE0092, 2018, Capacity Building
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Raising Public Awareness About Parliamentary Democracy
GE0093, 2018, E-Government
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Electronic Innovations for More Transparency and Efficiency of Public Procurement
GE0056, 2016, Anti-Corruption
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Adoption of the Environmental Assessment Code
GE0057, 2016, Anti-Corruption
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Introduction of a Mobile App as an Alternative Channel to Connect to “112”
GE0058, 2016, E-Government
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Development of Local Councils for Crime Prevention
GE0059, 2016, Justice
-
Development of a Guidebook for Economic Agents
GE0060, 2016, Capacity Building
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Development and Introduction of the Quality Control Program of Commercial Service
GE0061, 2016, Capacity Building
-
Presentation of Company Reports in an Electronic Form and Provision of Their Accessibility
GE0062, 2016, Capacity Building
-
Introduction of an Electronic Petition Portal and “Zugdidi-INFO” on the Webpage of Zugdidi Municipality Assembly
GE0063, 2016, Capacity Building
-
Transparency of Ozurgeti Municipality Assembly Meetings
GE0064, 2016, Capacity Building
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Creation of Electronic Mechanism for Local Budget Planning in Kutaisi, Ozurgeti, Batumi and Akhaltsikhe
GE0065, 2016, E-Government
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Adapting the Public Service Hall to the Needs of the People with Disabilities
GE0042, 2016, Capacity Building
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Launch of the Unified Healthcare System Information Portal
GE0043, 2016, Capacity Building
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Introduction of Electronic Licensing System in the Field of Natural Resources Application
GE0044, 2016, Anti-Corruption
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Creation of Spatial (Geographic) Data Web-Portal for the Energy Sector
GE0045, 2016, Capacity Building
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Creation of Innovation Ecosystem
GE0046, 2016, Capacity Building
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Electronic Portal for Registering and Disposal of State Property – Customer’S Module
GE0047, 2016, E-Government
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Development of the Freedom of Information Law
GE0048, 2016, Access to Information
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Development of a Monitoring and Assessment System of the Government Policy and Legislative Acts
GE0049, 2016, Capacity Building
-
Introduction of the Public Officials’ Asset Declarations Monitoring System
GE0050, 2016, Anti-Corruption
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Establishing Unified Regulations to Publish Court Decisions
GE0051, 2016, Judiciary
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Development of Transparency and Integrity Strategy and Action Plan in the Field of Regional Development and Infrastructure
GE0052, 2016, Capacity Building
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Improvement of the Database of the Convicted and Transfer of the Penitentiary Department Entirely Onto the Electronic Workflow Management
GE0053, 2016, Capacity Building
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Publication of Phone Tapping Data According to the Nature of the Crime and Geographic Area
GE0054, 2016, E-Government
-
Increasing Citizen Participation in Supervision of Public Finances (Public Audit)
GE0055, 2016, Capacity Building
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"Voice of the Consumer"
GE0013, 2014, Public Participation
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JUSTdrive
GE0014, 2014,
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Educational Services
GE0015, 2014, Education
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Citizen's Portal (Www.Mygov.Ge)
GE0016, 2014, Capacity Building
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Transformation of Public Libraries for Regional Development
GE0017, 2014, Capacity Building
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Digital Signature and Online Authentication
GE0018, 2014, E-Government
-
Open Data Portal (Data.Gov.Ge)
GE0019, 2014, Access to Information
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Freedom of Information Act (FOIA) Draft
GE0020, 2014, Access to Information
-
Georgia's OGP Forum
GE0021, 2014, Public Participation
-
I-Change.Ge
GE0022, 2014, E-Government
-
Transparency of Public Service Recruitment
GE0023, 2014, E-Government
-
Asset Declaration Monitoring System
GE0024, 2014, Anti-Corruption
-
Political Party Financial Declarations
GE0025, 2014, Access to Information
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Accessibility of Ministry of Interior's Webpage to People with Special Needs
GE0026, 2014, E-Government
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Proactive Publishing of Surveillance Data
GE0027, 2014, Civic Space
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Public Awareness of the Electoral Process
GE0028, 2014, Capacity Building
-
Transparency of Budgetary Processes
GE0029, 2014, E-Government
-
Electronic System of Procurement
GE0030, 2014, Anti-Corruption
-
Digital Human Resource Management System
GE0031, 2014, E-Government
-
Digital Preservation System: E-Archive
GE0032, 2014, E-Government
-
Openness and Accessibility of National Archives
GE0033, 2014, E-Government
-
Electronic Catalogues of Ministry of Internal Affairs (MIA) Archives
GE0034, 2014, E-Government
-
Public Finance Management System
GE0035, 2014, E-Government
-
Alternative Channels to "112"
GE0036, 2014, E-Government
-
Interactive Statistics and Crime Mapping
GE0037, 2014, E-Government
-
Travel Insurance Services
GE0038, 2014, Citizenship & Immigration
-
State Property Registration
GE0039, 2014,
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Development of Community Centers in Georgia
GE0040, 2014, E-Government
-
Introduction of e-Governance in Local Self-Governments
GE0041, 2014, E-Government
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Public Service Hall-Hub of Public Services
GE0001, 2012, Access to Justice
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e-Governance in Local Governments
GE0002, 2012, E-Government
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Citizens’ Portal
GE0003, 2012, E-Government
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Easily Accessible and Better Healthcare
GE0004, 2012, E-Government
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Launch Ichange.Ge and Data.Gov.Ge
GE0005, 2012, E-Government
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Platform for Participating in the Legislative Process
GE0006, 2012, E-Government
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Citizens and Justice
GE0007, 2012, Access to Justice
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Transparent Party Financing
GE0008, 2012, Political Integrity
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Home-Grown Concept of E-Procurement
GE0009, 2012, Anti-Corruption
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e-Declarations
GE0010, 2012, Anti-Corruption
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Technology Cares for Safety: ICCMS, Crime Mapping, and Safety in Your Neighbourhood
GE0011, 2012, E-Government
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NGO Forum
GE0012, 2012, Capacity Building