Ministry of Justice of the Republic of Georgia

a pioneer concept for citizen services

          Public Service Halleverything in one space

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Client Profile:

The Ministry of Justice of the Republic of Georgia, Civil Registry Service

Case Introduction:

On the back of public reforms, the government of the Republic of Georgia embarked on a revolutionary vision to create a public service model to benefit the country’s citizens. The Ministry of Justice, and specifically the Civil Registry Service, was tasked to spearhead this effort. The goal was not only to streamline the process of providing citizen services, such as issuing passports, driver licenses or a marriage certificates, but to do make them citizen-friendly. The Republic of Georgia is already known for its notable achievements in government reform and anti-corruption efforts recognized by the United Nations and applauded by Transparency International. However, this new step involving day to day citizen services presented a challenge of a whole new proportion.

Project Scope & Goal:

The Ministry of Justice interviewed a wide range of international experts and specialists before choosing to work with Senteo, mainly because of Senteo’s comprehensive approach in turn-key transformations and its successful track-record of applying its own Customer Experience Methodology in large-scale and innovative projects.

As part of the project, Senteo generated the initial model concept for what came to be called the Public Service Hall (i.e. physical locations in various municipalities that would house various government services), created the brand for the new division of the Ministry of Justice that would manage the Public Service Halls around the country, designed all customer interiors, complete with space planning, navigation, zoning for customer-facing environments as well as back-office zones and secure areas for government employees, designed all custom furniture items as well merchandising systems, provided technical specifications and project management support for architectural planning, engineering, construction, as well as sourcing and procurement.

Results:

The resulting collaboration between Senteo and the Georgian Ministry of Justice created a revolutionary concept for citizen services (we call it “government retail”), which has gained international acclaim and recognition, including the prestigious United Nations Public Service Award awarded to the Republic of Georgia in May 2012.

The first fully-functioning pilot location was opened in the city of Batumi in June 2011, in under 7 months from the start. Senteo and the client team continued to work very hard in order to manage opening 3 more Public Service Hall (PSH) locations during the remainder of 2011 in the cities of Mestia, Rustavi, and Kutaisi.  In 2012, the project team plans to launch additional locations in the cities of Ozurgeti, Gurjaani, Akhaltsikhe, Telavi, KvareliGori, Marneuli and the largest flagship location in the capital city of Tbilisi. Senteo’s team was proud to join President of Georgia Mikheil Saakashvili and other senior government officials in the launch of the Public Service Hall locations.

All PSH locations include a number of government agencies, which allows them to centralize all government services under one roof, or – everything in one space.

  • Civil Registry Agency
  • National Agency of Public Registry
  • National Archives of Georgia
  • National Bureau of Enforcement
  • Notary Chamber of Georgia

By the request of the President Saakashvili, Senteo was also tasked to design the concept of demo centers used to demonstrate various service capabilities and automated self-service features available for citizens without the need to speak to a service specialist. A self-guided or a guided tour through the demo centers enabled to create an additional customer experience for the visiting customers and visiting foreign government and business delegations who are eager to learn about this pioneering concept. Demo centers also include comfortable conference facilities used to organize small events and workshops.

Facts & Figures (in first 3 months at the pilot location):

  • 225 births registered
  • 71 couples maried at the PSH locations
  • 226 new companies registered
  • 2815 real estate properties registered

The Public Service Halls also issue passports, national IDs and provide a full-range of public services. Integrated IT systems supporting multiple government agencies, digitized national archive databases as well as fast and efficient operational process, complete with electronic wait management systems allow for quick and transparent processing. Citizens do not have to wait for weeks and visit many diffirent agencies to obtain a government-issued document. Most things can be accomplished on the same day. Soon, many operations and applications will be enabled online.

Despite being a firm that traditionally specialized in the retail sector, Senteo’s methodology has proven to be relevant and practical even in the government setting.

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