Citizens' Satisfaction Surveys for Public Services (MN0064)
Overview
At-a-Glance
Action Plan: Mongolia Action Plan 2023-2027 (December)
Action Plan Cycle: 2023
Status:
Institutions
Lead Institution: Authority of Government Supervisory
Support Institution(s): Ministries, Local Municipalities, Civil Society Organizations, Professional Associations, Citizens, National and International Organizations
Policy Areas
Public Participation, Public Service DeliveryIRM Review
IRM Report: Pending IRM Review
Early Results: Pending IRM Review
Design i
Verifiable: Pending IRM Review
Relevant to OGP Values: Pending IRM Review
Ambition (see definition): Pending IRM Review
Implementation i
Completion: Pending IRM Review
Description
What problem does the commitment aim to address? Conduct regular satisfaction surveys from clients or citizens, and legal entities regarding the quality, availability, transparency, and openness of public services, and create a flexible and continuous improvement system based on results and effectiveness.
What are the causes of the problem? Satisfaction surveys from citizens, customers, and users regarding state and its provided services are inadequate, unsuited, irregular, and invalid.
What has been done so far to solve the problem? Previously sponsor organizations used to order their own citizens' satisfaction surveys on the activities of ministries and state administrate organizations to the research institutions by selecting only a few functions and conducted once every 2 years. It was ineffective and had little significance in terms of follow-up and time manner.
What solution are you proposing? 1.Create a system to conduct satisfaction surveys right after public service was provided and not after a year, the results are used to improve state services. 2. Provide public services based on the citizen participation or service recipients' suggestions and requests.
What results do we want to achieve by implementing this commitment? Deliver public services based on citizen participation or service recipients' suggestions and requests, and create a system with regular improvement of public service quality and availability.
Milestones | Expected Outputs | Expected Completion Dates
8.1.Orderly evaluation of citizens' satisfaction and the improvement of public services is applied flexibly on time. | -Based on monthly, quarterly, biannual, and annual conclusions, create a state self-improving system; -Within the goal of increasing openness of the state administrative institution activities, participation of civil society organizations and NGOs, and the evaluation of citizens' satisfaction will be taken into consideration when evaluating the performance indicators of the state administrative or executive power institutions. | 2026
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