אַנטוויקלונג פון ציבור באַדינונגס עקספּרעס סיסטעם אין די רעפובליק פון וזבעקיסטאַן

די פאָלקal action strategy on five priority development areas 2017-2021 and the Concept of administrative reform in the Republic of Uzbekistan, adopted in 2017, contributed to the accelerated transition of the national system of public services delivery to a qualitatively new level, writes Muhammad Babadjanov, Center for Economic Research and Reforms.

The development of the public services delivery system can conditionally be divided into two stages, where the first stage includes the period from 1991 to 2017, and the second stage begins from 2017 and continues to nowadays.

At the first stage, the level of public services delivery in most cases did not meet the expectations and requirements of citizens and entrepreneurs, it was characterized by a high level of paper bureaucracy and did not contribute to an increase in confidence in the public administration system.

At the second stage of the development of public services delivery system, thanks to the reforms being implemented, there have been colossal changes, the entire system of public services delivery has been improved and optimized, electronic interagency cooperation has been clearly established, and excessive bureaucracy and paperwork have been eliminated. In other words, in the 2nd stage, public services delivery system became more customer-oriented.
In 2017 the Public Services Agency under the Ministry of Justice of the Republic of Uzbekistan has been established (with 205 public service centers and 115 branches in remote areas). Until that time such a practice did not exist in Uzbekistan.

Since its establishment, the Public Services Agency has begun to implement a unified government policy on public services delivery to citizens and legal entities, eliminating redundant administrative procedures, and developing inter-ministerial electronic interaction.

It should be noted that the types of public services provided based on the “one-stop-shop” principle are increasing dramatically. For example, if in the period from 1991 to 2016 16 types of public services were provided only for business entities, starting from 2017 to 2020 public services delivery began to both business entities and citizens, and their number reached up to 157 types, i.e. the types of public services provided based on the “one-stop-shop” principle have been increased by 10 times.

Compared to the period from 1991 to 2016, in total 167 documents were required for obtaining public services, whereas in the period from 2017 to 2020 their number decreased by half and reached 79.

The length of public services delivery time is one of the important factors affecting the satisfaction of users with public services. In the period from 2017 to 2020, compared to 1991-2016, the length of public services delivery time has been reduced by 45%.

Along with this, at present, access to 279 types of electronic public services is provided through the Single portal of interactive public services (70 of which are provided in automatic mode, and 209 in semi-automatic mode). In the first half of 2021, more than 2,3 mln public services were provided through the Single portal of interactive public services, which saved more than 18 bln soums of users.

אַדווערטייזמאַנט

At the same time, the constant increase in number of the population and business entities applying to government departments to obtain public services required the introduction of an effective system for monitoring and assessing the quality of public services, including through remote monitoring in real-time and public opinion polls.

In this regard, according to the Order of the Administration of the President of the Republic of Uzbekistan, the Accelerator of Socio-Economic Reforms under the Administration of the President of the Republic of Uzbekistan was tasked to create a system for measuring the level of satisfaction of users with public services delivery system.

Thus, the Accelerator formed a working group of experts from ministries and departments and studied the experience of foreign countries - Canada, Russia, Kazakhstan, and the United Arab Emirates.

Based on the studied foreign experience, Accelerator has developed and launched an interactive portal to assess the quality of the provision of public services to citizens of the Republic of Uzbekistan. Through this portal, citizens can assess the quality of delivered public services - https://baho.gov.uz/uz.

The citizen can assess the quality of public service delivery (on a scale from one to five) through this portal using a special QR-code installed on the territory of the assessed organization, based on the following 5 criteria:

• Meetings the deadlines;
• the competence of employees;
• compliance with the rules of etiquette;
• גערעכטיקייט;
• the presence of the necessary conditions for the appeal.
  Each rating given by citizens to the public services provided affects the overall rating of the government organization. The more evaluations a government organization accumulates, the more objective its evaluation will be.
  Users’ assessments are automatically reflected on the platform. Anyone can follow the rating of a particular government organization.
  The downgrade of rating is a negative signal for the employees and management of the assessed government organization. Government agencies that have a downgrade rating should take appropriate remedial actions.
  To date, 223 institutions are connected to the portal in a test mode in Tashkent. In particular, the citizen can leave their feedback about the quality of public service at:
• 44 offices of the Ministry of Internal Affairs of the Republic of Uzbekistan (centers for replacing passports with ID-cards, issuing exit passports, obtaining a driver's license, compulsory technical inspection of vehicles, obtaining state numbers of vehicles);
• 167 health care institutions (scientific and practical medical centers of the republican level, family polyclinics, and hospitals)and ;
• 12 branches of JSC “Hududiy elektr tarmoqlari” (energy sales company).
  As of October 19, the total number of ratings on the portal was 3910, of which 3205 were positive, 705 were negative, and the average rating is 4.3.
  Currently, measures are being taken to popularize the portal's activities among the population and the public, to increase the involvement of the population in the process of assessing the quality of public services delivery, as well as to expand the portal's activities to cover all other ministries and departments throughout the republic.
  
  We believe that this platform will become an effective tool for public monitoring of the public service delivery system.

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