Developing the institution of public services in Uzbekistan

Dec 17, 2015

Large-scale measures are being introduced to develop e-government and ICT in the public administration in Uzbekistan. However, as international practice shows the success of these initiatives depends on the efficiency of internal administrative processes of government agencies ("back office") involved in the provision of public services to citizens and business entities.

To this end, on December 16-17, 2015 UNDP project "Promotion of e-government to improve the quality of public services delivery" together with the Ministry for Development of Information Technologies and Communications of the Republic of Uzbekistan (MITC) and the Center for development of the system of "Electronic Government" (CDSEG) held a seminar and a round table discussion on December 18 on the prospects of development of the institution of public services and re-engineering of administrative processes in Uzbekistan.

The main purpose of these activities was to form a common vision for the implementation of methods and approaches available in the country and the quality of public services, focused on the real needs of users.

The event was attended by representatives of ministries and departments (including those involved in the delivery of public services through one-stop centers) such as Ministry of labor and social services, Ministry of Justice, Ministry of Interior, Ministry of Healthcare, Ministry of Higher Education, Ministry of public education, Tax office, Customs office, Gosarkhitektstroy, Goskomzemgeodezkadastr, Khokimiyats of Tashkent city and Tashkent Region, Ministry of Agriculture, MITC, CDSEG and UNDP.

The experts discussed issues such as administrative reform and modernization of public services, the concept of re-engineering of administrative processes, regulation of public services, accessibility, transparency and efficiency of the processes, public participation in the redesign of processes (the study of the views of service users), business process modeling, building formalized models, specific cases of international experience on reengineering of processes of public services, the recommendations of the international expert for the implementation of interactive services (including through My.gov.uz, one-stop centers, etc.)

In particular, the international expert from Latvia, Mr. Andrey Kuznetsov, who was invited by the UNDP, noted, "the implementation of ICT projects, in fact, should be carried out only after the administrative reform and redesign of processes that are fixed in the relevant legal acts, as evidenced by international experience. Without modernization of public services and administrative reforms, ICT projects are doomed to failure. "

To date, the UNDP project has developed a methodology on reengineering administrative processes based on international experience. The document submitted to the MITC has been tested on some services of the Ministry of labor and social services to ensure those in need of orthopedic and rehabilitation products, as well as on services of "the center of one window" in conjunction with the Centre for development of the "Electronic Government ". Currently, work is underway on a pilot implementation of these services.

The next steps are the institutionalization of the concept of reengineering at the legislative level, the training of specialists in the field of re-engineering of administrative processes, the discussion of the work to improve the quality of public services and other related matters.

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