Uzbekistan reforms public service rendering system

The first step towards a new system Public services are becoming an integral part of everyone’s life. For example, every day citizens are faced with the need to obtain a child’s birth certificate, to place him in a kindergarten and then in school, to receive different information, different licenses to start a business and grow it.

In Uzbekistan today, all these processes can be done in one place – at the Center for Public Services.

It all started on December 12, 2017 on the initiative of the leader of Uzbekistan, when a cardinal step was taken to reform the national system of public services. Immediately, a new state structure was created, which was entrusted with the high tasks of preventing bureaucracy, as well as justifying the trust and hopes of citizens in government agencies.

The result of an expressed confidence

For more than 3 years, Public Service Centers have become the only place where people can obtain the most essential public services based on the principles of speed, convenience and quality.

Today, there are 205 public service centers in every district or city of Uzbekistan.

The practice of studying the opinion of the population is constantly improving, and the number of services provided taking into account their wishes is increasing more and more.

For example, until 2018, only 37 types of public services were provided to enterprises through public service centers, today the number of such services has reached 154.

In 2017, entrepreneurs received more than 120,000 public services, currently more than 26.3 million requests for public services from natural and legal persons have been received. That’s a 219-fold increase.

To date, more than 110 draft regulatory legal acts in the field of public services have been prepared, more than 70 services have been completely revised and about 80 administrative regulations have been adopted. This, in turn, reduced the number of documents submitted by citizens from 167 to 79, and the time required for service more than halved – from only 465 to 245 days.

In order to create more favorable conditions for the use of public services by the population and businesses, to reduce bureaucratic obstacles in this regard, the relevant presidential decree abolished the requirement for 18 types of certificates and documents, and l The registration of relevant acts in the field of civil status, the medical examination of married persons and the issuance of biometric passports abroad will be carried out on an extraterritorial basis.

This will save citizens the extra money they spend on government services and avoid the hassle.

The work spent will not go unnoticed

For the first time in the provision of public services, the principle of offshore service was introduced throughout the country and the mechanism of opening bank accounts simultaneously with the registration of business entities, as well as the obligation to use seals and stamps were abolished.

As a result, the Republic of Uzbekistan took 8th place out of 190 countries in the “Starting a Business” indicator of the World Bank’s “Doing Business 2020” ranking, for which the Public Services Agency is responsible. For the first time in the history of independent Uzbekistan, it enters the top 10.

In 2021, the Public Services Agency received a certificate of ISO 37001:2016 international standard in Anti-Corruption Management System.

This certificate is issued to the Agency for the implementation and development of public services and the provision of public services to natural and legal persons, in particular:

– control of the activities of public service centres;

– supervision of the activities of state bodies for the provision of public services;

– receive and use charitable donations and sponsorship funds from international financial institutions and other foreign organizations, contributions from natural and legal persons, as well as receive and issue grants;

– covers the organization of the construction of public service centers for the population at the expense of the investor.

Public services in every home

The Public Services Agency pays particular attention to creating opportunities for every citizen, regardless of where they live, to benefit from quality public services.

In particular, the Agency is one of the first state organizations to have disseminated the concept of “mobile”, ie local public services to the population.

On weekends, PHC staff provide the necessary documentation through visiting people living in remote and mountainous areas that are difficult to reach by vehicles equipped with special equipment. Every day, approximately 645,000 mobile services were delivered across the country using acceptable, convenient and transparent methods.

Branches of public service centers have been established in remote areas located (100-300 km) away from the center of the district and according to the needs of the people. Today, their number has exceeded 100, and the number of services provided has exceeded 80,000.

Innovations in the field of public service

In order to facilitate remote access to public services, the Agency’s specialists made it possible to obtain an electronic digital signature online.

In the field of entrepreneurship, certain processes have been simplified.

For example, it is now possible to open a bank account in 30 commercial banks at the same time as registering a company. Along with state registration of business entities that are legal persons, it will be possible to register employees in the funded pension system, as well as obtain an electronic digital signature.

One of the significant innovations of the system is the introduction of a mechanism for receiving cash through the electronic payment system in order to eliminate problems with paying for public services.

Information about the amount paid at each stage of the provision of utilities is sent in the form of SMS messages to the phone numbers of the authors of the application.

From November this year, some district (city) Public Service Centers started a trial of “surdo-online” tablets. Surdo-online tablets are connected to the Internet and allow full online communication with people with hearing and speech impairments.

The “Situation Center” has been launched, which allows real-time (online) monitoring of all public service centers across the country.

The Licensing Information System was developed and launched using grant funds under the joint project of the Public Services Agency and the United Nations Development Program “Improving the Delivery of Public Services and increasing the level of local self-government in rural areas of Uzbekistan”, funded by the European Union.The system has simplified the procedure for obtaining the licenses and permits necessary to carry out a commercial activity.

About social assistance

The Public Services Agency of Uzbekistan has also implemented important social projects. About 1 million people have applied for the legalization of their domicile, that is, the registration of cadastral documents. 605,000 of them received positive results. In addition, during the operation of the mobile service, 32,500 services were provided to citizens who did not have a birth certificate or marriage registration document.

The article was written by the Embassy of Uzbekistan in the Republic of Korea.

By Korea Herald ([email protected])