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Speaker: Tina BURJALIANI First Deputy Minister of Justice ONE-STOP-SHOP WIDESPREAD SERVICE DELIVERY PRINCIPLE Having up to 10 ONESTOP-SHOPS in each Georgian City: Passport/Certificates - Visa/Residency - Property/Company Registration - Notary Services - Archive Services - Law Enforcement Services - Driver License - Educational Services - Revenue /Tax Administration - Construction Licenses 2009 NEW REALITY - 2011 Public Service Hall One-stop-shop Principle BRINGING MORE THAN 250 VS SERVICES IN.ONE SPACE Everything in One Space PUBLIC SERVICE HALL OUTSOURCE Service Driving Agency License of MIA National Bureau of Alimony Enforcem ent Ministry High of School/G Educatio raduate n and Diplomas Science ERevenue Declarat Service ion Ministry of Natural Energy Recourses Natural License Resources Public Service Hall FRONT OFFICE Length National of Achieve Service of /Historic Georgia Documents National Company Agency /Proper of ty Public Registra Registry tion Private Consultin Companies g Passport Civil Birth Registry Certific Agency ate Notary Chamber Power of of Attorney Georgia SERVICE DELIVERY PRINCIPLE SELF SERVICE AREA Access to Online and Self Services QUICK SERVICE AREA - Average Waiting time 0.10 min; Service time 0.40 min LONG SERVICE AREA Average Waiting time 0.48 min; Service Delivery Time 5 min. OPERATED PUBLIC SERVICE HALLS PUBLIC SERVICE HALL INTERRIOR CUSTOMER SATISFACTION TRI*M Index and attentive; PSH Staff is so friendly They are so smiley and pleasant. Rustavi PSH Customer 107 95 Highest Customer Satisfaction To me it is of utmost importance to receive fast services and save my time I 78 am so excited in 10 minutes everything hasTNS been Kutaisi PSH Customer PSH done. Customer Satisfaction Survey 2012 Procedures are so easy getting to the operator submitting an application paying and leaving PSH sooner. Ozurgeti PSH TRI*M Index in the World – 107 Customer I dont need anymore to visit several different places in order to receive desirable document. Just coming in one Benchmark in Public Service space and inthatsBenchmark it. Batumi PSH Customer Finance Public Sector Hall INTERNATIONAL RANKINGS 2nd Place in Customer Service Efficiency #1 1% of population believe that irregular in Satisfaction with Official Documents payments are used for receiving official Delivery documents Life in transition survey, EBRD 2010 92% of Citizens are Satisfied with the Procedures of Official Documents Issuance INTERNATIONAL RANKINGS 16th place 7th place in Ease of in Doing Business Starting Business World Bank, 2012 World Bank, 2012 #1 REFORMER FOR THE LAST 5 YEARS WORLD BANK, 2010 1st place 4th place in Property Registration in Construction Permit World Bank, 2012 World Bank, 2012 500 DELEGATIONS VISITED PSH FROM ALL OVER THE WORLD “…What I have seen, this is just Revolutionary Innovation in public service delivery.” – Hillary Clinton, US Secretary of State “…World must know about this place, There are so much things we should learn in this direction.” – Toomas Ilves, President of Estonia “…I am extremely astonished by the results reached by Georgia in this short period of time .” – Anders Fogh Rasmussen, NATO Secretary General “…People of Georgia should be very much satisfied for having zero bureaucracy.” Bronisław Komorowski, President of Poland UPCOMMING OPENINGS 2012-2013 Akhaltsikhe Gori Telavi September 2013 July Marneuli Tbilisi Poti Kvareli Zugdidi Mtskheta - 2013 2013 June 2012 2012 September October 2012 2012 TBILISI PUBLIC SERVICE HALL PUBLIC SERVICE HALL SERVICES - HUB OF PUBLIC INNOVATIVE SERVICE JUST DRIVE ! - JUST DRIVE Back Offic e Front Office INNOVATIVE SERVICE Request - JUST CAFE Back Office OPENING OF TBILISI PUBLIC SERVICE HALL SEPTEMBER 2012 GRAND OPENING CEREMONY OF TBILISI PUBLIC SERVICE HALL The Ministry of Justice of Georgia kindly invites you to the opening ceremony of the Tbilisi Public Service Hall. Thank You