The Public Service Hall in Georgia provides consolidated access to over 400 public and private services through a single front office. It aims to streamline service delivery and improve the customer experience. On average, it serves 20,000 customers per day with an average waiting time of 7 minutes and service delivery time of 7 minutes. It employs innovative approaches like public-private partnerships, online services, and mobile identification to continuously improve processes based on customer feedback. International evaluations have recognized it for achieving high levels of efficiency, customer satisfaction, and acting as a model for public service reform.

1. Public Service Hall
Georgian trademark and
showcase
of successful public
service delivery model
Mariam Latsabidze
Deputy CEO
LEPL Public Service Hall

2. Public Service Hall – Front Office of Public
Agencies operating under Ministry of Justice
of Georgia
_ Public Service Development Agency
_ National Bureau of Enforcement
_ National Agency of Public Registry
_ The National Archives of Georgia
_ Data Exchange Agency
_ Notary Chamber of Georgia

3. Public Service Hall – Front Office of other
State Agencies and Private Companies

4. Delivering up to 400 Services
Company Registration
Property Registration
Passport, e-ID Card
Birth/Marriage Certificate
High School/Graduate Diplomas
Residency/Citizenship
And many more …

5. Service Delivery Statistics
Average Number of Customers
Average Waiting Time
Average time of Service Delivery
20#000#
7#min#
7#min#

6. Service Delivery Process
Intermediary role between
relevant public agencies
and citizens

7. Service Delivery Structure
Self-Service
Area
Prompt
Service Area
Prolonged
Service Area

8. Self-Service Area
The computer-based systems are placed in the
space of Self-Service Area.
With their help the consumer can independently
get various services, such as statement of assets
or businesses, biometric photo for passport,
withdraw cash from ATM, make remote payments,
etc.

9. Prompt Service Area
In the Prompt Service Area
consumer can get all of those
services, within maximum of 5
minutes.
For example, here are given
ready passport, identity card,
documents legalized by apostille
or legalization, registration of
decision or a statement on real
property or business, etc.

10. Prolonged Service Area
In the Prolonged service Area
consumer can get those services,
within maximum of 5 minutes.
These are the application for
passport, submission of documents
for registration of property or
business, obtaining the archive and
biographical statements and
applications for any other services.

11. Innovative Services
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12. Public-Private-Partnership
Cooperation with private actors is the latest innovative trend introduced by Public
Service Hall. Public Service Hall is first and the only state institution that has
implemented innovative conception of cross-selling
! Travel Insurance
! Insurance of the Documents (Passport, ID Card);
! Property Insurance
! International SIM Card
#
#
#

13. Developing Effective Service Delivery System
Effective Service/Procedure Development
Simplifying service delivery procedures
Implementing new products
Establishing standard service delivery processes
Daily management of front office
Flexible system of the flow of documents
Customer flow management
Branch Operational Management

14. Improving Public Service Delivery
Understanding
customers' needs and
expectations
Improving systems
and processes to
benefit customers
Meeting customers’
expectations

15. Re-engineering public Services
Separa-ng#
Front#and#
Back#Office#
Developing#
ICT##
Public#and#
Private#Sector#
Partnership#
Online#
Services#
Personal#Data#
Protec-on##
Reengineering public services is the fundamental rethinking and radical
redesign of business processes to achieve dramatic improvements in critical,
contemporary measures of performance, such as cost, quality, service
procedure, and speed. PSH experience of reengineering old style public
service procedures is based on 5 fundamental criteria:

16. Citizen Engagement in Quality Management
Process
Understanding#
customers’#
needs#and#
expecta-ons#
Assessment#of#
public#Service#
delivery##
Planning#service#
delivery#
improvement#
Defining#
service#
provision#
standards#
Tracking#
performance#
indicators##
For ensuring high quality and citizen-oriented public services PSH takes
commitment to strengthening citizen engagement in the following processes

17. Communication Channels
• PSH has developed various channels of communication with citizens.
• These tools enable the organization to understand the customer s needs,
process, and analyze the collected information in order to take relevant
actions.
Customer##
Surveys#
Focus#groups#
Mystery#
Shopping#
Customer#
Sa-sfac-on#
Surveys#
Feedback#
Systems#

18. Voice of The Customer
In the framework of the OGP National
Action Plan 2014-2015, the PSH launched
a feedback system – Voice of the
Customer , which allows customers to
directly participate in improving PSH
service quality.
Feedback System allows our customers
#
#
#
! To assess the quality of the delivered services;
! To share recommendations and initiatives on further development
of the services

19. Voice of the Customer – Showcase of Successful
Cooperation
As a result of an initiative
expressed by a citizen with
disabilities via ‘Voice of the
Customer’#Tbilisi PSH has adapted
services to accommodate the
visually impaired.
To this end, changes were
introduced to the inner and outer
perimeter of the building equipped
with tactile paths, direction
indicators marked with braille
inscriptions along with a tactile map
for navigation and room marks.
Furthermore, the PSH webpage -
www.psh.gov.ge - is designed to ensure
effective navigation for the visually
impaired.
#

20. Feedback Loop - Outcomes
Customer))Surveys)
and)Focus)Groups)
• Integra-on#of#the#services#
of#MIA#
• Integra-on#of#the#services#
of#MOH#
• Public#and#private#sector#
partnership#
• ReNdesigning#exis-ng#
services#
Mystery)Shopping)
• Performance#
management#system#
• Amendments#of#internal#
standards#and#SOPs#
• Development#of#staff#
training#programs##
• Integra-on#of#the#results#
in#performance#appraisal#
system#and#carrier#
management#
Customer)
Sa8sfac8on)Surveys)
• Source#for#HRM#Policy#
• #Improvement#of#service#
standards#in#accordance#
with#key#factors#
influencing#customer's#
sa-sfac-on##
• Business#process#
op-miza-on##
Feedback)System)–)
Voice)of)the)
Customer)
• Adapted#infrastructure#to#
the#needs#of#PwDs#
• Developed#guidelines#&#
service#standards##for#PSH#
staff#on#serving#persons#
with#disabili-es#
• Improvement#of#physical#
infrastructure#in#the#
branches#
• Legisla-ve#ini-a-ves#

21. Overall improvement of efficiency
According to a customer satisfaction survey conducted by in January
2017, 94% of respondents consider the organization as a stable, high-
quality oriented, and 96% consider it as
! Useful
! Modern/Progressive
! Organized
! Actively communicable and successful organization
#According to the 2018 NDI's research, Public Service Hall is ranked in 1st
place among the State institutions in terms of reliability.
#
#
#

22. International Recognition
UN Public Service Award – Improving the Delivery of Public Services
Public Service Hall has received the United Nations Public Service Award in
Improving the Delivery of Public Services category - one of the most
prestigious international recognition of excellence in public service
Highest Customer Satisfaction Global TRI*m Index – 90
#1 Reformer for The Last 8 Years
World Bank, 2013
4th Place in Property Registration
World Bank, 2019
2nd Place in Ease of Starting Business
World Bank, 2019
6th place in Ease of Doing Business
World Bank, 2019

23. Branches of Public Service Hall are located in major cities of
Georgia
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25. Further Completed Projects of the Ministry of Justice of
Georgia
• Increasing accessibility to public and private services at municipal
level and rural areasl through Community Centers (EU)
• Introduction of e-governance in local self-governments (EU, GIZ)
• Fostering Public Sector Development through Efficient Delivery of
Urban and Rural Services (Sida)
- Case Management System Development
- Development of eID cards and affiliated services
- Digitalization of Civil Acts
- Development of Diplomatic Document Management System
- Development of Innovations Management Capacity
- Fostering civic participation

26. Community Centers

27. PSDA s Recent and Ongoing Projects
• Future Trust Services for Trustworthy Global Transactions
– FutureTrust (EU)
• United Migration Analytical System (UMAS) (EU)
• Reduction of Statelessness in Georgia (UNHCR)
• Development of Unified Public Service Design and Delivery Policy and
Standards (Public Administration Reform) (UNDP)
• Ensuring issuance of the high-tech counterfeit-resistant identity
documents and biometric passports in full compliance with highest
ICAO standards - 2 910 171 Citizens holding secure documents
(Biometric Passport or eID)
#
#

28. PSDA s Electronic Identification and Trust Services
• Law on Electronic Document and Electronic Trust
Services , prepared in cooperation with DEA
• Recurring audit of trust services provided by PSDA in
accordance with EU standards in 2016 and 2018
• Georgian ID Card Software (view card content, renew
certificates, etc.)
• Qualified Electronic Signature with Electronic ID Card - Qualified
Electronic Seal with different tokens
• Mobile Identification and Signature - under development
• Single sign-on (centralized authentication) system

29. Introduction of Mobile ID in Georgia
Mobile Identification and Signature (Mobile ID)
• Secure form of identification through a mobile phone
• System is based on a specialized Mobile-ID SIM card,
provided by designated mobile phone operators
Benefits
• Sign contracts with qualified electronic signature
• Secure Authentication (equal to Electronic ID card)
• Easy access to public and private services – no personal
computer is needed
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30. Thank You
For Your Attention
)