Making Government Accessible: Local Public Services in Namangan and Djizak
Supporting the Uzbekistan government’s efforts in maintaining the accessibility, transparency and openness of its country’s public institutions is one of UNDP’s main national objectives. In order to achieve this goal, the UN agency has helped local khokimiyats to establish a number of One-Stop-Shops (OSS) and Local Government Information Centres (LGICs) in the Namangan and Djizak regions. This project has involved the creation of two OSS, one in Namangan City and another in Djizak, along with three LGICs in each of the two pilot regions. These services, established through the ‘Local Governance Support Project: Participation and Partnership’ (LGSP) and recently opened by local khokimiyats with the support of UNDP and the Cabinet of Ministers, will help provide citizens with the vital information and services they require when working with local and regional government.
The concept of OSS represents a new approach towards public services delivery in Uzbekistan, one that brings public and social services together in one location while establishing client-oriented systems and the widespread use of modern ICT tools. The development of OSS is mutually beneficial to both local residents and the government, organising better public access to services while allowing the government to facilitate relations and procedures with consumers, decrease administrative and operational costs, and thereby focus more on its core decision-making functions.
OSS Centres
Uzbekistan’s OSS system was initially developed in 2010, after the founding and launch of the pilot centre in Tashkent City’s Sergeli district. This centre was considered particularly effective due to its delivery of services through its one-window design, which has helped to facilitate government-citizen relations. Due to this centre’s success the Uzbek government has asked for it to be replicated in all of the country’s regions by the end of 2011.
The development of the OSS system in the Djizak and Namangan pilot regions has been the result of two processes; firstly the implementation of LGSP and secondly the creation of a concept note which incorporated lessons learnt from the Sergeli district OSS and best international experiences. In particular, UNDP has provided fundamental support in the creation of OSS centres, the city khokimiyats of Namangan and Djizak have allocated office premises, facility renovations and the provision of furniture and phone lines. UNICEF has also ensured additional assistance in enhancing pre-school registration for children, the dissemination of relevant information and the conducting of outreach activities in regards to child well-being, in addition to the instalment of a secure playground inside OSS centres.
The creation of OSS centres in both the Namangan and Djizak regions has been the result of work conducted by the Functional Review and Capacity Assessment of local public services, as undertaken by a team of international and national consultants.
LGIC Centres
The development of the equally important Local Government Information Centres occurred after a similar review and assessment process. It was determined in the initiative established through a partnership between LGSP and both the Djizak and Namangan khokimiyats, that a system of centres could be used to strengthen the technical/functional capacities of local governments while simultaneously improving the systems used by citizens to receive public information. These centres would become the LGICs.
Both these goals are particularly important to the Uzbekistan government, having been prioritised in the President’s Concept of Deepening Democratic reforms and Forming civil Society as established during a joint meeting of the Legislative Chamber and the Senate of the Oliy Majlis of the Republic of Uzbekistan on the 12th of November 2010. The result of this priority, in addition to the related review and assessment process, has led to the establishment of LGICs in Namangan and Djizak. These LGICs have ensured a proper two-way communication between the government, the local media and Uzbekistan’s citizens, have had a positive impact on progress and sustainable improvement in society, and have supported the effective exchange of ideas and the delivery of public services. They have augmented the reputation of khokimiyats while strengthening the trust and support of the local society.
UN and UNDP recognition of the OSS and LGIC developments
UN Resident Coordinator Anita Nirody has expressed her appreciation of the establishment of OSS and LGIC facilities in Djizak, during their launch ceremony held on the 15th of December 2011. "Today it is indeed a pleasure for us to highlight the important outcomes of this partnership, which has particularly aimed at strengthening the capacities of local government authorities in providing public services and access to public information to citizens of the Djizak region," said Ms. Nirody. "The establishment of One-Stop-Shop will provide an essential tool for local khokimiyats to provide public services, while Local Government Information Centres are expected to respond to the emerging needs of both the population and civil society to access information regarding the activities of local khokimiyats".
Deputy Resident Representative Mr. Jaco Cilliers expressed his similar appreciation of the establishment of OSS and LGIC centres in Namangan, during their launch ceremony on the 9th of December 2011. “Of course these One-Stop-Shop and Local Government Information Centres will require further joint coordinated efforts of all concerned parties, stakeholders and development partners, in order to become more sustainable, resilient and citizen-centric organisations which can provide better, accessible and equal services for all people,” Mr. Cilliers said. “UNDP Uzbekistan is therefore ready to continue the cooperation with khokimiyats of the Namangan region to attain this goal through active involvement of LGSP project.”
The future of OSS and LGICs
Both the UN and governments partners involved in the establishment of OSS and LGIC facilities in the Namangan and Djizak consider that the centres will play important roles in improving quality of information, while fulfilling the local population’s need for public services. In order to ensure the on-going development and success of these facilities, UNDP Uzbekistan will continue to work with the Cabinet of Ministers, khokimiyats from the Djizak and Namangan regions, and other interested partners in order to establish more institutions like OSS and LGICs. It is also planned that the lessons learnt from the LGSP pilot projects will help create sustainable institutional mechanisms for OSS and LGICs in other regions of Uzbekistan in the future.