1. © OECD
Service Design and Delivery in the
ENP EAST Region
21 October 2022
Nick THIJS
Senior Advisor - SIGMA

2. 1
Describe
Analyse
Inform
Learn

3. 2

4. 3

5. Importance of Service Delivery
4
❑ Armenia: “radically transform the quality of public service delivery to become citizen-centred…”(Government
Programme 2021-26) & “Public Administration Reforms Strategy. Government 4.0” (May ‘22).
❑ Azerbaijan: Strategic Roadmap for Development of Telecommunications and Information Technology (2016),
strong commitment to digitalise service design and delivery.
❑ Georgia: Government Programme 2020-24, public service reform and 2nd Digital Governance Strategy
❑ Moldova: Government Action Plan 2021-22 good governance and digital transformation policy
❑ Ukraine: Strategy for Public Administration Reform in Ukraine for 2022-25. Vision of service design and
delivery, ‘the State in a Smartphone’ (launched 2019)

6. Rights and principles of good administration
• Armenia: Law on Fundamentals of Administration & Administrative Procedure (2004)
• Georgia: General Administrative Code (1999)
• Moldova: Administrative Code (2018)
• Ukraine: Law on Administrative Procedure (2022)
5
Primary legislation

7. Scope of ‘public administrative service’
6
Country Published list(s) Consolidated list Number of services*
Armenia Yes No 560
Azerbaijan Yes Yes 1 005
Georgia Yes No n/a
Moldova Yes Yes (central only) 688
Ukraine Yes Yes (all levels) 2 230
* As of 1 May 2022, for ARM, AZE, GEO and MLD; as of 23 February 2022 for UKR.

8. Diia register of public services (Ukraine)
7
• Service identifier
• Subject area
• Service category (sector)
• Service name
• Service level
• Keyword
• Short description
• Administrative-territorial unit where the service
is provided
• Moderation status
• Date of creation
• Owner (central executive body that formulates
or implements state policy in the relevant field)
• Provider
• Legal base
• Grounds for refusal of service
• Applicant type
• Access link (electronic)
• Normative documents regulating service
provision
• Life event
• Person entitled to file
• Opportunity to appeal in court
• Extrajudicial bodies of appeal
• Results
• Documents required to receive the service
• Method of submitting the application and
documents
• Method of receiving the results of the service
• Duration of the process
• Cost of provision
Diia portal (https://guide.diia.gov.ua/)

9. Improving processes - Process re-engineering
- Administrative simplification
Going digital
Easy access to services
- The one-stop shop (OSS)
- Multi-channel service delivery
- Interoperability and ‘once only’
- Moving towards digital by design
Committing to service
standards and measuring
satisfaction
- Service charters
- Measuring and managing satisfaction
Key elements for improving service delivery
Understanding users’
needs and expectations
- Direct contact with citizens/businesses
- Indirect feedback and representation
- Mystery shopping
- Life events, customer journey mapping

10. Improving processes
Going digital
Easy access to services
Committing to service
standards and measuring
satisfaction
Understanding users’
needs and expectations
Key elements for improving service delivery

11. 10
Instrument ARM AZE GEO* MLD UKR
Researching and/or co-designing new services and their
delivery
- - X X -
Enabling user feedback on existing service design and
delivery
X X X - X
Measuring user satisfaction with existing service design
and delivery
X X X X X
Mechanisms to seek service user perspectives
* NB. Researching and co-designing services is covered in the Public Services Development Strategy 2022-2025, which proposes that state agencies rely on the Common Assessment Framework
(CAF) and design thinking approaches and to use respective instruments to strengthen research and co-design practices.
User needs, expectations and experiences

12. Inspiring examples
• Armenia launched a pilot initiative in 2021 on the web portal www.gnahatir.am, to receive feedback
from citizens on services.
• For Azerbaijan, the importance of measuring user satisfaction and providing a mechanism for
comments and complaints is inherent in the ‘ASAN service’ index used to evaluate the performance
of all administrative services annually
• Georgia: Flagship initiative: Citizen satisfaction with Public Service Hall
• Moldova: developed a comprehensive approach to feed into the process re-engineering
methodology. This is devoted to determining beneficiaries’ perception of service quality, problems
and bottlenecks using various tools (surveys, focus groups, heuristic assessment, observations,
follow-up, etc.), across service user segments (differentiated by gender, disability, economic status,
etc.), and ensuring that the service satisfies the special needs of vulnerable and marginalised groups.
• In Ukraine, the Law on Administrative Services requires administrative service providers to place
suggestion boxes in their front offices for users to drop claims/proposals, and to establish electronic
feedback from applicants through the ‘online monitoring and quality assessment system’ module of
the Diia portal.
11

13. Improving processes
Going digital
Easy access to services
Committing to service
standards and measuring
satisfaction
Understanding users’
needs and expectations
Key elements for improving service delivery

14. Life events
13
Moldova : The Public Services Portal includes sub-categories for 13 life events; for
example, ‘businesses’ includes ‘starting a business’, ‘doing business’ and ‘closing a
business’.
The Law on Public Services regulates ‘life events’ by requiring service providers to
collaborate and co-ordinate their administrative activities, according to the needs
and requirements of service beneficiaries.

15. 14
Overview ARM AZE GEO MLD UKR
Institutions involved directly (non-medical) 1 2 1-2 1 1
Documents needed to register the birth 2-5 4-6 2-3 7-11 3-5
Time taken to receive certificate (days) 1-6 2 < 6 4-16 1-3
Degree of automation of birth registration Low Medium Medium-high Low Medium
Total fees charged (equivalent in EUR) None None None None None
Ability to receive all life event services as a
package
No No No No Yes
Comparing services to register the birth

16. Improving processes
Going digital
Easy access to services
Committing to service
standards and measuring
satisfaction
Understanding users’
needs and expectations
Key elements for improving service delivery

17. 16
Country Name Offices* Services*
Armenia Unified Offices for Public Services 3 97
Citizens’ Offices 55 26
Azerbaijan
‘ASAN service’ centres 23 > 300
‘ASAN communal’ centres 3 54
Georgia
Public Service Halls 27 476
Community Centres 88 280
Moldova Multi-functional Centres of PSA 40 > 70
Unified Public Service Centres (CUPSs) 26 28
Ukraine Administrative Service Centres (ASCs) 1 042 383-598**
* As of 1 May 2022 (ARM, AZE, GEO, MLD) and as of 23 February 2022 (UKR)
** The number of services depends on the category of ASC, which in turn depends on the size of the population in the ASC’s zone of responsibility. This is the expected number; in practice, the
average number of services is 185.
Physical one-stop shops

18. Virtual one-stop shops
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Country Name E-services* Weblink ***
Armenia e-gov.am Approx. 150 https://www.e-gov.am
Azerbaijan
Unified information portal on public services
Electronic services portal
My.gov
501**
https://www.dxr.az/dxr
https://www.e-gov.az
https://my.gov.az
Georgia Unified electronic services portal 700+ https://my.gov.ge/ka-ge/services/10
Moldova Unique government portal of public services 131** https://servicii.gov.md/ro
Ukraine Diia portal 72 https://diia.gov.ua/
* Numbers as of 1 May 2022 (ARM, AZE, GEO, MLD) and 23 February 2022 (UKR).
** Also information on non-digital administrative services.
*** The weblinks for Armenia, Georgia and Moldova also have an English-language option.

19. Improving processes
Going digital
Easy access to services
Committing to service
standards and measuring
satisfaction
Understanding users’
needs and expectations
Key elements for improving service delivery

20. 19
Country Legal basis Platform
Armenia Yes Government Interoperability Platform (GIP)
Azerbaijan Yes ASAN Bridge System
Georgia Yes Georgian Government Gateway (3G)
Moldova Yes Interoperability Platform (MConnect)
Ukraine Yes
System of Electronic Interaction of Executive Bodies;
Trembita data exchange solution
Interoperability

21. 20
Country Legal basis Practical application
Armenia Yes Some agencies apply the once-only principle (e.g. police, Civil Acts Registration Agency).
Azerbaijan Yes Potentially through the ASAN Bridge System, relevant permissions can be managed
centrally in transferring information from one institution to another.
Georgia Yes Only some agencies apply once-only (e.g. PSDA).
Moldova Yes Potentially through the Interoperability Platform (Mconnect), but realised only
sporadically.
Ukraine Yes Potentially through the Trembita data exchange system.
‘Once-only’ in principle and practice
[1] Parliament of Georgia (2020), consolidated publication of Law 323 (Chapter 3, Article 20) on the Procedure for Registering Citizens of Georgia and Aliens Residing in Georgia, for
Issuing an Identity (Residence) Card and a Passport of a Citizen of Georgia, Legislative Herald of Georgia, https://matsne.gov.ge/en/document/view/31504?publication=51.

22. Electronic identification and trust services
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Country e-ID e-Authentication Legal basis
Armenia Yes e-Signatures
2005 Law on Electronic Document and
Electronic Digital Signature
Azerbaij
an
Yes e-Signatures
2004 Law on Electronic Signatures and
Electronic Documents
Georgia Yes
e-Signatures, electronic time stamps, e-
Seals, biometric data encryption
certificate
2017 Law on Electronic Documents and
Electronic Trust Services
Moldova Yes e-Signatures, public keys
2014 Law on Electronic Signature and
Electronic Document
Ukraine Yes
e-Signatures, website certification,
electronic time stamps, e-Seals,
registered electronic delivery, public keys
2020 Law on Electronic Trust Services

23. Ways forward
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1. ‘complete’ policy framework: package of up-to-date strategy , umbrella
law on administrative services and comprehensive ‘service catalogue)
2. introducing or extending a life events approach
3. extending and completing the network of physical one-stop shops
4. enhance digital access and increase maturity levels
5. Increase the level of interoperability , in order to facilitate once-only in
practice
6. Citizen-centric mindset (design – delivery – feedback)