monitoring contribute to PAR meaningfully Risks: no risks data reform. cooperate with the identified AoG No unified quality Existing service Existing service Quality assurance Initial training Output 3 3.1. Proportion of public Baseline, 2016 95%of services use Methods: Quantitative assurance system delivery practices delivery practices in system for service conducted. Module services delivered and final SOPs and comply survey, desk review, Service delivery: exists. Various in Georgia and Georgia and delivery selected on service delivery based on unified evaluations; to quality Key Informant Quality services agencies design and international best international best and implemented in principles and Service Delivery ongoing assurance systems Interviews, Focus delivered, based deliver services practices practices quality assurance Standard Operating monitoring by 2020 groups. on innovative, without shared and researched, researched, Policy document on incorporated into Procedures (SoP) and data consistent and Risks: identifying predictable baseline baseline Common Principles Civil Service integrating quality Level of citizen appropriate method to replicable principles. established by established by of Service Design Training in 2019 assurance system in satisfaction about methodology, as measure the indicator and Delivery place. quality of public well as analysis of Level of citizen (Standard services increased usage data Citizen satisfaction satisfaction about Operating by (?) % - (exact patterns and about quality of public quality of public Procedures) percentage consumer services services - TBD drafted, discussed increase to be feedback and approved by determined per the mid-2018. SOPs baseline published. information) (2020) Award winning Competency Competency Domestic services Domestic services Knowledge- and 3.2. Baseline, 2016 E-governance Methods: Quantitative systems Centre on Centre develops maintained maintained expertise-management and final Competency survey, Key Informant exist, but e technical methodological according to according to in e-governance evaluations; Centre fully Interviews, desk and methodological established packages and technical technical improved, expanding ongoing operational by review, focus groups documentation often technical documentation. documentation. sustainability, monitoring 2020, maintains Risks: no risks lacking, endangering documentation. centre centre replicability and data domestic services identified sustainability, Centre website services made services made continuous and transfers replicability and operational. Staff available through available through improvement of the expertise abroad continuous trained to transfer international international existing services; improvement of knowledge. At least platforms (e.g. platforms (e.g. Expert staff retention services. two consultancy
monitoring data contribute to PAR reform. meaningfully cooperate with the AoG Risks: no risks identified Output 3 Service delivery: Quality services delivered, based on innovative, consistent and replicable methodology, as well as analysis of usage data patterns and consumer feedback 3.1. Proportion of public services delivered based on unified Service Delivery Standard Operating Procedures (SoP) and integrating quality assurance system in place. Citizen satisfaction about quality of public services Baseline, and final evaluations; ongoing monitoring data No unified quality assurance system exists. Various agencies design and deliver services without shared and predictable principles. Level of citizen satisfaction about quality of public services - TBD 2016 Existing service delivery practices in Georgia and international best practices researched, baseline established by Existing service delivery practices in Georgia and international best practices researched, baseline established by Quality assurance system for service delivery selected and implemented in Policy document on Common Principles of Service Design and Delivery (Standard Operating Procedures) drafted, discussed and approved by mid-2018. SOPs published. Initial training conducted. Module on service delivery principles and quality assurance incorporated into Civil Service Training in 2019 95%of services use SOPs and comply to quality assurance systems by 2020 Level of citizen satisfaction about quality of public services increased by (?) % - (exact percentage increase to be determined per the baseline information) (2020) Methods: Quantitative survey, desk review, Key Informant Interviews, Focus groups. Risks: identifying appropriate method to measure the indicator 3.2. Knowledge- and expertise-management in e-governance improved, expanding sustainability, replicability and continuous improvement of the existing services; Expert staff retention Baseline, and final evaluations; ongoing monitoring data Award winning systems exist, but e technical and methodological documentation often lacking, endangering sustainability, replicability and continuous improvement of services. 2016 Competency Centre on established Competency Centre develops methodological packages and technical documentation. Centre website operational. Staff trained to transfer knowledge. At least two consultancy Domestic services maintained according to technical documentation. centre services made available through international platforms (e.g. Domestic services maintained according to technical documentation. centre services made available through international platforms (e.g. E-governance Competency Centre fully operational by 2020, maintains domestic services and transfers expertise abroad Methods: Quantitative survey, Key Informant Interviews, desk review, focus groups Risks: no risks identified
Project%20Document%20-%20DFID.docx