Presentation given by Georgia at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 3: Quality management systems and quality culture.

1. GEORGIA
LEPL Public
Service
Development
Agency

2. LEPL Public Service Development Agency
September, 2023

3. 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

4. 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

5. Service Delivery Channels
Preparation of information materials related to the activities of the Ministry
and informing the mass media, development of strategic cooperation with
them;
11
7
Public
Service
Halls
9
Territorial Offices
80
Consulates in
other countries
worldwide
50
Distance
Services

6. Public Service Development Agency
 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 Strategy 2022-2025”
& Action Plan 2022-2023 - elaborated & approved
by the Government for the first time in the
country; Execution is compulsory;

7. PAR – Service Delivery Component
Public Service Development Strategy –
Unified approaches in 4 Directions of Service Delivery System
Service
Design
Service Quality
Assurance
Service
Costing
Service
Delivery

8. PAR – Service Delivery Component
Service Quality
Assurance
Common Assessment
Framework (CAF)
Customer Satisfaction
Survey
Service Quality Index

9. Quality Management in Georgia - Legal
Requirements/prerequisites
Public Service Development Strategy 2022-2025 (& Action Plans) - approved
by the Government
Law on Information Security (based on ISO 27001)
Personal Data Protection – General Data Protection Regulation
(GDPR)
Law on Public (Civil) Service (incl. 13 bylaws)