OSS in Kvemo Kartli - UNDP Experience

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How to create "One Stop Shop" service - a short outline. PPP prepared for Tbilisi Economic Development Forum

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OSS in Kvemo Kartli - UNDP Experience

  1. 1. Service“One Stop Shop” for citizens and entrepreneursundp-Georgia Experience in Kvemo kartli<br />Presentation by Eka Oniani<br />08.Apr.2010<br />
  2. 2. KvemoKartli municipalities<br />EkaOniani, 04.April.2010<br /><ul><li>Rustavi Self-Governing City
  3. 3. Bolnisi
  4. 4. Dmanisi
  5. 5. Marneuli
  6. 6. Gardabani
  7. 7. Tetritskaro
  8. 8. Tsalka</li></ul>2<br />
  9. 9. Advantages of “One stop shop”<br /><ul><li>Flexible, Effective, Efficient and In-time servicedelivery
  10. 10. More transparency and accountability
  11. 11. Improved delivery of information to the stakeholders about the programs/projects and other services provided by the local self-governing body
  12. 12. Improved efficiency of local civil servants’ daily activities due to the decreased number of visitorsinside the building of the self-governing body
  13. 13. Modern service standards implemented – enhanced image of the local self-governance </li></ul>EkaOniani, 04.April.2010<br />3<br />
  14. 14. SITUATION analysis – problems identified<br /><ul><li>Ineffective and inefficient service delivery
  15. 15. Free movement of applicants inside the building of self-governing body – hindering factor for effective and efficient performance of local civil servants
  16. 16. Bureaucracy and delayed responses
  17. 17. Non-defined timeframes for discussion of the applications and inexact responsible officials
  18. 18. Lackof citizens’ participation and involvement
  19. 19. Improper document management
  20. 20. Frustration of the citizens</li></ul>EkaOniani, 04.April.2010<br />4<br />
  21. 21. process<br />EkaOniani, 04.April.2010<br /><ul><li>Establishment and institutionalization of OSS
  22. 22. Creation of the Working Group
  23. 23. Identification of the person responsible for the implementation of the project (coordinator)
  24. 24. Identification of OSS goals and functions
  25. 25. Identification of OSS structure and personnel
  26. 26. Identification of the OSS venue and design in compliance with modern standards
  27. 27. Refurbishment and technical equipment
  28. 28. Legal framework
  29. 29. Improvement of the skills of OSS staff
  30. 30. Trainings provided for the staff in “Effective Communication and Customer Service”, “Document Management” and other soft skills
  31. 31. Provision of special software for Document Management
  32. 32. Promotion of new service provided by OSS
  33. 33. Launching OSS and introduction of new service standards to the stakeholders
  34. 34. Periodic evaluation of the results (statistics) and feedback from stakeholders (citizen report card)</li></ul>5<br />
  35. 35. Some other issues of ossestablishment in kvemokartli<br /><ul><li>Experience sharing: GTZ, Tbilisi City Hall
  36. 36. Funding Sources:
  37. 37. Rustavi city: 70% UNDP, 30% Local Budget
  38. 38. Dmanisi: 92% UNDP, 8% Local budget
  39. 39. Tangible Results:
  40. 40. Increased number of citizens and applications
  41. 41. better atmosphere for the applicants
  42. 42. Swift circulation of the applications/documents among the units
  43. 43. Enhanced possibilities of monitoring on document circulation and in-time responding
  44. 44. More transparency, efficiency and effectiveness of the service</li></ul>EkaOniani, 04.April.2010<br />6<br />
  45. 45. Rustavi City OSS<br />EkaOniani, 04.April.2010<br />7<br />
  46. 46. Marneuli Municipality OSS<br />Eka Oniani, 04.April.2010<br />8<br />
  47. 47. Dmanisi municipality OSS<br />EkaOniani, 04.April.2010<br />9<br />
  48. 48. Thank you very much for your attention <br />EkaOniani, 04.April.2010<br />10<br />

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