Presentation given by Georgia at the Human-centric public service design academy organised by SIGMA and GIZ on 3-7 March 2025 in Paris

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Human Centric Design and Delivery
Public Service Development Agency (PSDA)
March, 2025

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Public Service Development Agency
Mandate
 Managing the population database
 Facilitating development of public services
 Fostering creativity and innovation
 Supporting country’s reforms/priorities
 Spearheading digital transformation
Employees – up to 1000

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Citizenship
and Migration
Public Service Development Agency
Main Directions of PSDA
Civil acts, Identity
Documents, Registration
Apostille and
Legalization
Online Services
Qualified Trust
Services
Identification
Verification
Innovative Service Lab

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Service Delivery Channels
124
Public
Service
Halls
9
Territorial Offices
80
Consulates in other
countries worldwide
50
Distance
Services

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 Public Administration Reform (PAR) – Service Delivery Component
Leading the process of public service improvement
countrywide through introduction of the unified
approaches/standards with user-centric approach
Public Service Development Agency

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Quality Assurance
Service Delivery
Costing
Service Design
Customer
Satisfaction
Survey
Common
Assessment
Framework (CAF)
Unified Approaches in 4 Directions of
Service Delivery System

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Unified Approaches/Principles –
Public Service Development Strategy
Reform/Strategy fosters e-governance
Customer oriented approach through co-creation
Digital by default
Once only
Connected government
Quick user feedback cycle
Equal accessibility and Non-discrimination

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Unifiedapproaches/principles,sustainable
mechanisms,bestpracticesinpublicentities
Equal development of public entities
& their services
Customer Satisfaction
High quality, simple, accessible, timely and user-
centric public services
Results of the Reform/Strategy

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Public Service Development Strategy 2022-2025 & Action Plan
PAR Strategy 2023-2026 & Action Plan
12 Public Service Provider entities implemented human-centric, new approaches (at least 1
direction) Incl.: CAF, Customer Satisfaction Survey
Interagency Coordination and Support for sustainability:
Public Service Delivery Interagency Working Group (72 members) & Sub-Group (45
members); Local Experts Pool
Up to 600 persons Trained in new approaches (inc. user-centric approach)
Service Delivery Reform – Execution of Strategies
Strengthening quality assurance - user feedback system
Unified Public Service Catalogue

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My.gov.ge - Unified Portal of E-Services
Unified portal of e-services
(MY.GOV.GE) is a unified
web portal of electronic
services in the public and
private sector.
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Increased efficiency – Simplified processes
reduce administrative expenses and
processing time, resulting in faster service
delivery.
Transparency – Through transparency into
the service delivery process, citizens gain
greater insight into government operations,
which promotes trust and accountability.
E- Services For Everyone
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One space where customers can get
basic government services 24/7
The total rate of using all services
on My.gov.ge is more than 18 000
000 000.
A Wide Range of Services
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Data protection - My.gov.ge ensures the
security and confidentiality of user data,
processing personal information
responsibly and in accordance with strict
regulations.
User-friendly interface – The platform is
designed with an intuitive interface that
makes it easy for users of all technical
backgrounds to navigate and access
services.
Authentication - A strong authentication
system with ID cards ensures the safety of
user data and protects against
Safe and reliable platform
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Raising Awareness of State Electronic Services Among Citizens
Qualitative and Quantitative Study –
conducted across Georgia and specific
recommendations outlined
Communication Strategy and Branding –
Strategy document created and visual material
prepared
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Current Development
New Services
Inegrating even more services through various agencies
Improving User Experience
Continuously making small changes based on user feedback
Updated Mobile Application
A new version is prepared for release with new services and features
Improving Safety
Multi-factor authentification is being integrated into both web and mobile applications
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