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Georgia - How to become the best public service in the world
- 2. Corrupted System Besides paying 35 GEL for getting apassport, plus 100 $ 10 $ 20 $ Operator 10 $ Central Body 60 $ Warehouse Head of Structural Unit Minister Head of Unit Head of District Police 300 $
- 3. Corrupt System Lack of Financial Resources Shabby Offices Lack of Computers Demotivated Staff Bureaucratic Procedures & Barriers Before...
- 5. Demotivated Staff Unpaid salaries No motivation from management Uncomfortable environment Tend to bribery
- 6. Reforms... Simplified procedures Communication activities New Infrastructure IT & E-governance Bureaucratic barriers VS One-stop-shop Salary Increase; Strict policy against violation of integrity rules
- 7. HR Policy Internship Personnel database appointment promotion Staff optimization Internship, test, new training system Personnel recruitment based on competition since 2005 Motivation System (monetary, non-monetary)
- 8. HR Policy Salary Increase Improved working conditions Transparent system of recruitment and evaluation Financial disclosure Career map 15 600 60 900 2000 2010 Specialist Head GEL
- 10. New Services... One-stop-shop Online servicesQuick services
- 11. Before... Wrongly Assuming that Government is the Monopoly and DO NOT have Competitors Traditional Assumption that Government DO NOT have Customers
- 12. New Reality VS . Public Service Hall One-Stop-Shop VS Everything in one space
- 13. National Bureau of Enforcement National Archive of Georgia Notary Chamber of Georgia Civil Registry Agency National Agency of Public Registry
- 14. Services ID Cards Biometric Passports Marriage Birth Registration Property Registration Business Registration Business Registration Archive Services Notary Services Enforcement Services
- 16. Brand Platform Brand Brand Value Brand Idea Brand Attributes PSH is the property of each citizen of information that will and fair. Facilitating reconsideration of development and provision of service based on the principle of Everything in One Space Operative Permanently involved Comfortable Always online Organized Customer-oriented Competent Innovative Accessible Modern Refined Stable Effective Progressive Active Academic
- 18. Brand BookLogo Corporate colors Dress-code Corporate music&scent Interior design Corporate merchandising
- 19. Interior Design დაგეგმვა & დიზაინი Customer Flow Planning & Design Queue management system Navigation
- 22. Self-service zone Long service zone Quick service zone Batumi Public Service Hall
- 23. People do not buy goods and services. They buy relations, stories and magic Seth Godin
- 25. Quality Management Customer Satisfaction research Internal audit Mystery shopper survey Feedbak
- 26. Integrated Marketing Communications Create Intensive 2 Way Communication Between the BRAND and the CUSTOMERS SOCIAL MEDIA TELEVISION/RADIO OUTDOOR PRINTED MATERIALS PRINTED MEDIA PUBLIC RELATIONS
- 27. Average time of service delivery Average waiting time Average number of customers Service Delivery Statistics 23 000 5 min 4.47 min
- 28. Possibility to submit an application for diverse services through PSH Cafe Possibility to receive ready documents while drinking coffee Innovative Services- JUSTcafe
- 29. JUST DRIVE will ensure consumers to receive ready documents using drive-through principle of service delivery. Service Delivery Innovative MethodsInnovative Servcies- JUSTdrive
- 30. CUSTOMERSATISFACTION PSHStaffissofriendlyandattentive Theyaresosmileyandpleasant. RustaviPSHCustomer Tome,itisofutmostimportanceto receivefastservicesandsavemytime,I amsoexcited,in10minuteseverything hasbeendone. KutaisiPSHCustomer Proceduresaresoeasy,gettingtothe operator,submittinganapplication,paying andleavingPSHsooner. OzurgetiPSH Customer Idontneedanymoretovisitseveral differentplacesinordertoreceive desirabledocument.Justcominginone spaceandthatsit. BatumiPSHCustomer 95 78 107 Benchmarkin Finance Benchmarkin PublicSector PublicService Hall TRI*M Index Highest Customer Satisfaction TRI*M Index in the World – 107 TNSPSHCustomerSatisfactionSurvey, 2012 Source: TNS 2012
- 31. New Georgian Brand Public Service Hall – Best Georgian Brand 2011
- 32. More than 300 delegations More than 4500 delegates More than 40 countries International recognition
- 33. The United Nations Public Service Awards (UNPSA) is the most prestigious international recognition of excellence in public service. It rewards the creative achievements and contributions of public service institutions that lead to a more effective and responsive public administration in countries worldwide. International recognition
- 34. International recognition “…What I have seen, this is just Revolutionary Innovation in public service delivery.” – Hillary Clinton, US Secretary of State “…I am extremely astonished by the results reached by Georgia in this short period of time .” – Anders Fogh Rasmussen, NATO Secretary General “…World must know about this place, There are so much things we should learn in this direction.” – Toomas Ilves, President of Estonia “…People of Georgia should be very much satisfied for having zero bureaucracy.” Bronisław Komorowski, President of Poland
- 35. “…Creative and impressive progress; When we arrived only 15 minutes later we were all presented with replica Georgian passports. This was just one example of their speed and user- friendly approach.”, Lord Harries of Pentregarth International recognition
- 36. “…Innovation in government of Georgia” “…Georgia’s ‘one-stop shop’ for citizens and businesses.” “Но самое большое впечатление в Батуми на меня произвел Дом юстиции... Дом юстиции — это супермаркет госуслуг” - Юлия Латынина International Media
- 37. INTERNATIONAL RANKINGS 2nd Place in Customer Service Efficiency 92% of Citizens are Satisfied with the Procedures of Official Documents Issuance 1% of population believe that irregular payments are used for receiving official documents #1 in Satisfaction with Official Documents Delivery Life in transition survey, EBRD 2010 International Rankings
- 38. 16th place in Doing Business World Bank, 2012 1st place in Property Registration World Bank, 2012 7th place in Ease of Starting Business World Bank, 2012 4th place in Construction Permit World Bank, 2012 #1 REFORMER FOR THE LAST 5 YEARS WORLD BANK, 2010 International Rankings
- 51. 7 Factors towards success New infrastructure – interier/exterier HR policy Branding Customer-orientation IT Simple procedures Innovations
- 52. THANK YOU