e-Government Promotion for Improved Public Service Delivery

Project Goal


The e-Government Promotion Project will focus on enhancing governance and achieving efficient, convenient, more responsive citizen-oriented public services delivery to provide better access to online public services in Uzbekistan.

The Project will contribute to implementation of key activities set out in the Comprehensive Programme on Development of National Information and Communication system of the Republic of Uzbekistan for 2013-2020 through:

  • Assistance in enhancing government online services delivery;
  • Support in improving e-Government interoperability, and applying an effective business process reengineering mechanism;
  • Enhancing e-Government institutional development via the capacity building of e-Government development centre.

Expected Results


OUTPUT 1. Enhanced online public services delivery (front-office):

  • Provide analytic and methodological support for the further development and promotion of the government’s single interactive state services portal (my.gov.uz);
  • Support the introduction of transactional e-Services, through the advanced features of online service delivery;
  • Capacity building of public officers on e-Governance issues;
  • Support awareness-raising activities regarding e-Government reforms;
  • Prepare a concept note and roadmap regarding the further development of a call centre of my.gov.uz;
  • Transfer knowledge regarding international best practices for e-Government, open data legislative frameworks, and the administrative practices for its implementation;
  • Support the Government in designing cross-sectorial programmes and Action Plans related to the implementation of new e-Government and open data legislation;
  • Support the development of crowd-sourcing options for citizen-centred e-Services.

OUTPUT 2. Improved e-Government interoperability, and applied effective business process reengineering (BPR) mechanisms (back-office):

  • Situation analysis of the existing inter-agency interoperability processes, semantics, governance processes, and human capacity;
  • Provision of recommendations/policy briefs related to interoperability specifications & policies and the facilitation of wider discussions;
  • Support in operationalising the definition of state services, inventories of existing services, and the formation of a unified register of the forms and services of state organisations;
  • Assistance in the development and application of Business Process Management System for my.gov.uz;
  • Capacity building regarding interoperability issues, regarding BPR with a replication of basic training modules on functional review, and BPR of public services;
  • Development of training methodologies regarding interoperability, and their dissemination among the training centres of national partners;
  • Transfer of knowledge regarding international best practices and standards on BPR, online services, and interoperability frameworks;
  • Assistance in legislative drafting regarding multi-channel public services delivery, BPR, transactional e-Services, inter-agency data sharing, and inter-agency document sharing.

OUTPUT 3. Enhanced e-Government institutional development, through capacity building of the 'e-Government development center' (sustainability):

  • Assistance in the capacity building of the e-Government development center;
  • Support of the initial activities of the e-Government development centre.

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