Improve public service delivery in Ozurgeti Municipality (GEOGT0006)
Overview
At-a-Glance
Action Plan: Action plan – Ozurgeti, Georgia, 2023 – 2025
Inception Report: Not available
Commitment Start: May 2023
Commitment End: Mar 2024
Institutions involved:
- Ozurgeti Municipality City Hall
- The Institute for Change and Innovation (Former Guria Youth Resource Center)
- Democratic Development Union of Georgia
- Progress House
- USAID Local Governance Program
Primary Policy Area:
Primary Sector:
OGP Value:
- Technology and Innovation for Transparency and Accountability
Description
Commitment ID
GEOGT0006
Commitment Title
Improve public service delivery in Ozurgeti Municipality
Problem
Public services are an integral element of public administration and their effective provision positively impacts the quality of life of each citizen. Georgia made considerable strides in advancing and improving public service delivery. Despite progress, public service delivery in Georgia faces challenges due to the lack of common frameworks, and systemized service quality management, necessary qualifications, knowledge, and experience for ensuring high-quality service delivery. Public service quality control is scattered and irregular, and there are no meaningful and sustainable internal monitoring and service delivery accountability practices either at the national or local government levels. Public service delivery challenges are particularly acute at the local government level.
Status quo
The above-mentioned challenges are typical for Ozurgeti Municipality, where, as in most municipalities of Georgia, the quality management of public services is not systemized. Ozurgeti Municipality aspires to improve public service delivery by introducing a service quality management mechanism.
Action
Ozurgeti Municipality City Hall will:
- Carry out a citizen satisfaction survey regarding public service delivery in Ozurgeti Municipality
- Select the 3 most demanded public services in Ozurgeti municipality based on the results of the citizen satisfaction survey
- Develop a benchmarking methodology for the selected 3 public services in Ozurgeti Municipality based on the best international experience and practices
- Carry out benchmarking of the selected 3 public services in Ozurgeti Municipality against the best local/international standards/practices
- Carry out bench-learning regarding the selected 3 public services in Ozurgeti Municipality and develop recommendations
- Develop a Learning and Improvement plan (plan, policy, practice, legislation, etc.) for each service
How will the commitment contribute to solving the public problem described above?
The successful implementation of the above-mentioned commitment will improve the quality management of public services in Ozurgeti Municipality.
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
One of the long-term goals of Ozurgeti Municipality under the Open Government Strategy is to improve the quality-of-service delivery and ensure equal access to public service for marginalized communities. The effective implementation of the commitment will contribute to the achievement of the above-mentioned goal.
Primary Policy Area
Digital Governance
Primary Sector
Public Services (general)
What OGP value is this commitment relevant to?
| Technology and Innovation for Transparency and Accountability | Improved quality management of the service delivery will ensure high-level public services to the citizens. |