Questions/Answers

Uzbekistan has inherited public administration system characterized by serious inefficiencies. The system was designed with the aim to shift the workload and responsibility towards citizens. Interaction between the Government of Uzbekistan (GoU) and citizens was hindered by continuous systemic problems in the following areas: 1. Inefficiencies in public service delivery. Public services were designed and delivered with no regard of user needs, most of the time they were time consuming, overloaded with duplicating and redundant procedures, low quality of customer service and absence of clear and structured information and instructions. 2. Lack of public participation in policy design and implementation. Poorly designed and administered communication strategies with no feedback mechanism in mind have resulted in decisions and policies elaborated without consideration of citizens’ needs. 3. Corruption and red tape were common especially in areas that involved direct interaction with citizens/businesses. 4. Lack of transparency and accountability in decision-making process. As part of ongoing administrative reform and to bring people closer to decision-making process, in 2013 GoU launched an initiative sets up a Public Complaint System (PCS), aimed at providing an effective tool for citizens to send their grievances to public authorities. Initially being a part of the “Single portal of interactive public services” (my.gov.uz), the system was a “single window” to address citizens’ appeals to all government institutions. From September 2016, the Prime-minister of Uzbekistan, President a.i. took under his personal control work with citizens’ grievances with establishment of pm.gov.uz portal and People’s Reception Offices in all 194 districts and cities of Uzbekistan for in-person submission of grievances. Following the presidential elections, pm.gov.uz became a Virtual reception of the President of Uzbekistan

Public Complaint System (1st phase – my.gov.uz, 2nd phase – pm.gov.uz) was established to bring people closer to decision-making process and address the most pressing problems of the population, especially poorest and most vulnerable, as well as to improve the quality of the public services, and support restoration of violated rights of the citizens.

The initiative gave people an instrument to voice their concerns and grievances. Moreover, the GoU established that every complaint or suggestion received should be reviewed by government authorities, making sure that every voice is being heard. In many ways, it showed people that the government system is not static as was previously believed and can be changed with the help and under the influence of the people. Starting with 2nd phase (pm.gov.uz) both offline and online channels were introduced. Through online people can file, track and receive responses regarding their complaints or suggestions. It is easy to use, has several language options and special features for people with visual impairments. The GoU paid a special attention to offline channels to target people living in rural areas, those without access to internet, women, elderly and other vulnerable groups. Mail, hotlines and public offices are used to collect complaints. With data analyses on grievances becoming part of monitoring mechanism, the country leadership acquired an effective tool to better understand underlying problems in various sectors of economic, social and political life. As a result, that knowledge fed in national/regional policies and strategies, thus helping to establish evidence based policymaking practices in the country.

Starting with 2nd phase (pm.gov.uz), the GoU strengthened the review of each applicants’ appeal, the problem cannot be accepted as solved unless the applicant agrees (signed agreement from each applicant is required). Within the first year, the Virtual reception (pm.gov.uz, 2nd phase of PCS) received over 1.6 million citizen appeals, which allowed to address the most pressing problems, improve the quality of the public services, and support restoration of violated rights of citizens. Following the establishment of the Virtual Reception of the President, heads of all major state agencies launched their Virtual Receptions, thus opening direct communication channels with citizens and businesses. The PCS provides transparency of government institutes, allows increased e-participation, inclusiveness of the people, and strengthen the role of citizens in decision-making, thus, contributing to the Goal 16 of Sustainable Development Goals (SDG) “Peace, Justice and Strong Institutions” and Goal 10 “Reduce inequality within and among countries”. The system also addresses issues of universal access to healthcare and promoting quality public healthcare, it contributes to well-being of people, including the poorest and most vulnerable, which corresponds to Goal 3 “Good Health and Well-being”. Over 73 thousand (45% of total) applications related to the area of healthcare.

The initiative helped to achieve the followings: 1. Provide a tool for citizens to solve their problems. People were able to a) improve quality of public services (public education, healthcare). b) improve economic opportunities (access to consumer loans, protection of labor rights) c) urban/rural infrastructure (better roads, access to water); 2. Reduce corruption at all levels. Despite the initial skepticism as time passed the population witnessed through the word of mouth and communication campaign that PCS solves the problems. Citizens and businesses using it as a tool to report on corruption practices they faced; 3. Promote transparency and accountability. Assessment and reporting on the progress ensured transparency of introduced policy and commitment for greater accountability; 4. Formulate national policies and strategies based on feedbacks. PCS allowed to spotlight many systemic problems that have not found attention for years; 5. Proclaimed as “The year of dialogue with people and people’s interest”, the year 2017 truly became the year of establishment of the new system for direct dialogue with people. The backbone of this system is People’s reception offices and online portal (pm.gov.uz) – a truly democratic institute for dealing with citizens’ grievances, which amounted to over 1.6 million within one year.

The initiative was initiated by the President and implemented by the Ministry for development of information technologies and communications (MITC). The PCS (my.gov.uz) was introduced in July 2013 and received more than 204 thousand complaints from citizens in 3.5 years. Within first year of its introduction, Virtual Reception of the President (pm.gov.uz, 2nd phase of PCS) received over 1.6 million grievances. During the initial stage of PCS, the number of online complaints reached at 140 thousand (68% of total) and 64 thousand (32% of total) through the call centers, where only 29% were women. In the second stage, with more channels, the numbers changed: in 2017, 25% of appeals submitted through online, 51% through call centers and 24% were submitted in person through People’s Reception Offices. The number of women reached 55%. The establishment of access through Internet, phone call, mail, and bilingual approach allowed the initiative affect more people and increase citizen participation in government’s decision making. Moreover, 51% of all appeals were received from unemployed people, 18% from retired people, about 2% complaints received from students, which also indicates how PCS contributes to solving problems and creating opportunities for unemployed and the most vulnerable groups.

It builds a bridge between President and the nation, and eliminates all barriers in government-society interaction using ICT as a new approach in governance where complex processes and hierarchies exist. Previously ICT has not been used in government sector in such extent as to help make political decisions, and conduct reforms based on analytic data obtained from PCS. Simple and multichannel access to the PCS allows applicants from various background, income and literacy level to file their grievances. This increased trust in government commitment for a change and increased citizens’ participation in decision making. The President acquired an effective tool to better understand underlying problems in various sectors of economic, social and political life. As a result, that knowledge fed in national/regional policies and strategies, thus helping to establish evidence based policymaking practices in the country. From February 1, 2018, pm.gov.uz announced additional conveniences such as “Online-consultant” (effective from February 15, 2018) for live/prompt online assistance on various problems and issues. This unique approach to effective utilization of ICTs for the dialogue with the population can be considered as an exemplary model in terms of providing, improving and responding to public services and needs, even among other countries.

The 2nd phase of PCS, the Virtual reception of the President introduces a unique democratic institution for dealing with citizens’ appeals, ensuring transparency and accountability of the work of state agencies. Practically, now any citizen of Uzbekistan can freely send complains and opinions to the President or any government agency. The President can now directly listen to complaints on various issues facing the country. The Virtual reception of the President is an indisputably unique and modern approach that form the foundation of democratic institution that handles petitions from citizens and businesses at the highest level of the government. Moreover, based on the active involvement of citizens through pm.gov.uz with various recommendations and opinions, on December 22, 2017, the President proposed to create website “Mening Fikrim” (My Opinion) by noting that the only source and the author of the law must be citizens. Thus, the GoU is introducing e-petition system where citizens can express their opinions and position on important issues.

During the first phase of PCS implementation, all government agencies were autonomously responsible for organizing, handling and monitoring work on grievance resolution. Despite its success in laying ground for a complaint management system, assessment of initial phase demonstrated low level of commitment among government agencies for a change and as a result mistrust among public.With introduction of Virtual Reception of the President (2nd phase), the GoU targeted to raise the take-up by the citizens to a new level, improve accountability of the government officials and increase overall effectiveness of the system. In addition, the project allows filing complaints using a Call-Center or visiting the People’s Reception Offices in all 194 districts and cities of the country for in-person submission of grievances. The number of operators in a Call Center is more than 200 people. They receive an average of 4,000 applications per day. The Ministry of ICT was in charge of developing an information system that receives grievances from citizens. The responsible state agencies solve the problem and send report through the system to the Working Group within the deadline set by law. Through the PCS, the Working Group can monitor and evaluate in real-time the whole process which allows increasing transparency of activities of ministries and government agencies that provide public services

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The initiative is launched as a nationwide system both online (my.gov.uz and pm.gov.uz), phone (Call-Center), and People’s Reception Offices (offices) in all 194 districts and cities of the country for in-person submission of grievances. Following the establishment Virtual Reception of the President (pm.gov.uz, 2nd phase), heads of all of the major state agencies and state-owned organizations launched their Virtual Receptions, thus opening direct channel of communication with citizens and businesses. The initiative is with no doubt transferable to those countries that are trying to establish a comprehensive feedback mechanism or upgrade existing complaints system with the view of technological innovations and administrative reforms.

Sustainability of this initiative is guaranteed by political will, established legal framework, technological innovations and financial commitments. The GoU has determined a dialogue between people and representatives of public sector its priority. It has formulated a mid-term Development Strategy for 2017-2021, where improved communication with people and public participation are set as main targets aimed at democratization of society. Development Strategy together with Roadmap on implementation of the strategy envision developing further Complaints System by streamlining and integrating work of back offices, introducing additional channels for collecting feedback, automating processes where possible, establishing organizational and financial framework. Sustainability of PCS is ensured by funding committed in the framework of the ICT Development Fund by the Ministry of ICT. The Ministry of Finance is responsible for providing funds for operation of People’s receptions – a one-stop shop centers for filing grievances and making suggestions - established in every district and city across the country. Moreover, based on active involvement of citizens through pm.gov.uz with various opinions, the President proposed to establish e-petition system (website “Mening Fikrim” - My Opinion) where citizens can express their opinions and positions on important issues. He noted that the only source and the author of the law must be citizens, and that citizens and businesses should be actively involved in the process of drafting laws.

Launched in July 2013, the initiative started providing an effective tool for citizens and companies to send their grievances to state agencies through “Single portal of interactive state service” (my.gov.uz, 1st phase). Starting from 2016, the initiative scaled up to the level of the President (pm.gov.uz, 2nd phase), with establishment of multiple channels (Call-Center, mail, People’s Reception Offices in 194 districts and cities of the country for in-person submission of grievances). During 4.5 years of the implementation of the initiative, a number of national policies and strategies, especially in 2017, were formulated based on feedbacks received from the citizens. Annual State Programs now formulated and proclaimed based on the needs and opinions of the citizens, received from my.gov.uz and pm.gov.uz. Moreover, in accordance to the Presidential Decree “On measures to reform the national system of providing public services to the population” (December 12, 2017), the Agency for Public Services and Centers for Public Services were created on the basis of People’s Receptions. These Centers will provide public services to individuals and businesses on “one stop shop” principle, including Mobile Centers (special equipped buses) that will travel to remote areas. GoU is also planning to focus on demand-side and obtain greater understanding of citizen’s needs real-time using Big data tools.

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Starting from the 2nd phase (pm.gov.uz, People’s Reception offices), a special unit “Department for the protection of citizens' rights, control and coordination of work with appeals of individuals and legal entities” was established within the Office of the President of the Republic of Uzbekistan. This special unit that consists of group of professionals undertakes real-time evaluation of all feedbacks from citizens and businesses received from my.gov.uz and pm.gov.uz, based on which they provide weekly, monthly and annual report with policy recommendations to the President.

Based on grievances, feedbacks, recommendations and opinions that were received through my.gov.uz and pm.gov.uz, and analyzed by the Special Department at the Apparatus of the Office of the President, a number of government regulations and strategies were formulated and accepted, including (but not limited to): - The Strategy of Actions of Development of Uzbekistan for 2017-2021 (February, 2017); - The Concept of Administrative Reform of Uzbekistan (September, 2017) that outlines priority reforms aimed at creating an effective and transparent public administration system; - The Annual State Program for 2017 “The Year of Dialogue with people and human interests”; - The Annual State Program for 2018 “The Year of Support of Active Business, Innovative Ideas and technologies”; - The Presidential Decree “On measures to reform the national system of providing public services to the population” (December 12, 2017), that created the Agency for Public Services with Centers for Public Services. The Centers are created on the basis of People’s Reception offices and Single Centers for provision of public services to businesses. The centers will provide public services to individuals and businesses on “one stop shop” principle, including Mobile Centers (special equipped buses) that will travel to remote areas.

As of today, the evaluation of the system is undertaken by the Special Department on manual based for substantive evaluation and analysis of the root causes of the problems that citizens and business face. During the visit of the President of Uzbekistan to the US in 2017, the delegation of the Ministry for the Development of Information Technologies and Communications of Uzbekistan visited the IBM Watson Center in New York. As a result of the meeting between the Ministry and IBM agreed to cooperate in the sphere of joint development of initiatives on the digital transformation of the economy, public administration and social sphere in the Republic of Uzbekistan was signed. One of the main tasks, the Ministry for the Development of Information Technologies and Communications of Uzbekistan is planning is to implement IBM’s Watson Artificial Intelligence (AI) and Big Data Analytics Platform for real-time evaluation of all the grievances, feedbacks, needs, and opinions of the citizens and businesses received from my.gov.uz, pm.gov.uz. The special team of IBM is currently checking the requirements for localization of Watson AI to enable text analysis through natural language processing based on Uzbek language.

The President’s Office initiated the Project, besides several ministries and government organizations, such as the Ministry of ICT, General Prosecutor’s Office, Cabinet of Ministers were involved in designing, developing and implementing the initiative. The management of project is entrusted to the Ministry of ICT and the acting Minister Mr. Sh.H. Shermatov acts as a coordinator. After the launch of the second phase (pm.gov.uz), “Department for the protection of citizens' rights, control and coordination of work with appeals of individuals and legal entities” become as a main responsible unit for the system. In addition, the government regularly organizes expert group meetings in order to discuss and exchange ideas with individuals, business community, CSOs, activists, international organizations on how to improve the complaint system further.

Lessons learned from the initiative are defined as follows: 1. Necessity for political will from top management. Inertia in public administration and lack of initiative are difficult to overcome unless strong signal from the country leadership; 2. The existence of multi-channel feedback mechanism that allows to cover all segments of population, including the poorest and vulnerable (including the establishment of Mobile Centers that now will travel to the most remote areas for public service delivery in place); 3. A comprehensive analytical data received from PCS. One of the most important lessons learned is importance of advanced information technologies in obtaining a wide range of data and data analytics; 4. Communication strategy realized as part of the initiatives for a clear understanding of the objectives, status and future of the project; 5. Established monitoring and reporting mechanism; PCS showed that without monitoring and evaluation of implementation process, it is impossible to improve service quality, ensure successful achievement of targets and goals.