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Uzbekistan: A New Approach to the Provision of Public Services
Source: gov.uz
Source Date: Thursday, April 08, 2010
Focus: ICT for MDGs, Knowledge Management in Government
Country: Uzbekistan
Created: Apr 12, 2010

The first in Uzbekistan, One-Stop-Shop for provision of public services in interactive way using information and communication technologies was launched today in Sergeli district of Tashkent city. One Stop Shop is a new approach to the provision of public services aimed at reducing the number of procedural steps involved by changing the mode of service. The essence of innovation is as follows - a wide range of public and social services for the population is concentrated in one place, and citizens, without wasting time, will receive certificates, licenses, accreditation and other services at the One Stop Shop.

The One- Stop- Shop is found in partnership of the Communication and Information Agency of Uzbekistan, Khokimiyat of Sergeli district of Tashkent, as well the United Nations Development Programme in Uzbekistan represented by the “Assisting the Government of Uzbekistan in the formulation and implementation of ICT for development policy” (ICTP).

On the OSS opening Director General of the Communication and Information Agency of Uzbekistan Mr. Hakim Mukhitdinov, UNDP Resident Representative/UN Resident Coordinator Ms. Anita Nirody, Khokim of Sergeli district of Tashkent city Mr. Mutolib Abdullaev addressed the guests with the welcoming remarks.

UNDP Uzbekistan has been supporting the efforts of the Government of Uzbekistan in public administration reform, through various projects including those related to the promotion of use of ICT for development. As part of this overall framework, we attach great importance to piloting an OSS (one-stop-shop for government services) initiative in the Sergeli district of Tashkent city. This was emphasized by UNDP Resident Representative/UN Resident Coordinator Ms. Anita Nirody in her speech. The introduction of OSS is not only expected to ensure greater access to public services, but it is also envisaged as an important measure aimed at reducing red tape and enhancing efficiency.

While giving a speech for the One Stop Shop opening ceremony Mr. H.Muhitdinov, Director General of Uzbekistan Information and Communications Agency, made an emphasis on drastic changes observed in information and communications sphere of the country, an enormous job done on the way of forming an information society, wide-scale computerization and an effective implementation for practical application of the latest ICTs. One Stop Shop with its various services offered to population in an interactive way comes as a clear evidence of the above mentioned.

This initiative is taken within the framework of Government efforts to improve efficiency of government administration using information and communication technology as stipulated by the Resolution №181 dated 23.08.2007 “On further development steps of cooperation of the governmental and economic administration bodies, state administration in places with legal and physical persons with the use of information and communication technologies” and the Action Plan for the Country Programme for Uzbekistan for the period of 2010 - 2015, signed by the United Nations Development Programme in Uzbekistan and the Uzbek government.

As a result of this initiative, One Stop Shop will be able to take citizens' requests, independently interact with the various authorities, and then give citizens ready documents. A bank branch located in the OSS will be providing financial services and taking payments for various paid services, charges and other fees. Now, at OSS any resident of the area, without spending time on tedious visits to numerous offices, will be able to resolve issues concerning employment, entrepreneurship, taxation, and to obtain information from the state cadastre of real estate, public utility services, social and other issues.

One-Stop-Shop being the first initiative of such kind in Uzbekistan will be offering about 80 services (with more than 25 of them being interactive) provided by almost 20 government departments.

In June 2009, Memorandum of Understanding on establishing One Stop Shop in the Sergeli district was signed in accordance with which the Khokimiyat of Sergeli district was identified as a beneficiary and a pilot site for this initiative, appointed senior officials for working with the project team, the Uzbek Agency of Communication and information assumed a leading role in the organization of work, facilitation and provision of appropriate consultations. The United Nations Development Programme, represented by the "Assisting the Government of the Republic of Uzbekistan in the formulation and implementation of ICT for development» (ICTP) contributed to the project with the contribution from the Democratic Governance Thematic Trust Fund (DGTTF), aimed at supporting innovative initiatives in electronic governance, and also provided full technical assistance to the project. The One Stop Shop will be staffed with multi-tasking specialists from the regional district services, such as: district gas and electricity providers, social security department, district education department, public health department; and representatives of entrepreneurship registration bureau of Khokimiyat as well as college graduates. It should be noted that staff of the OSS has taken series of training courses to enhance skills in information and communication technologies, business communication, civil service, gender sensitivity and working with people with disabilities.

The signatory parties pointed out that successful implementation of the initiative should make significant contribution to socio-economic development of the Sergeli district. They also said success of the pilot project will signal of its possible nation-wide replication.
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