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Speaker: Tina BURJALIANI First Deputy Minister of Justice

Speaker: Tina BURJALIANI First Deputy Minister of Justice. ONE-STOP-SHOP – WIDESPREAD SERVICE DELIVERY PRINCIPLE. 2009. Having up to 10 ONE-STOP-SHOPS in each Georgian City: - Passport/Certificates - Visa/Residency - Property/Company Registration - Notary Services - Archive Services

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Speaker: Tina BURJALIANI First Deputy Minister of Justice

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  1. Speaker: Tina BURJALIANI First Deputy Minister of Justice

  2. ONE-STOP-SHOP – WIDESPREAD SERVICE DELIVERY PRINCIPLE 2009 Having up to 10 ONE-STOP-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

  3. NEW REALITY - 2011 Public Service Hall One-stop-shop Principle BRINGING MORE THAN 250 SERVICES IN ONE SPACE VS. Everything in One Space

  4. ALL IN 15 MINUTES PUBLIC SERVICE HALL – FRONT OFFICE OUTSOURCE Service Agency of MIA Driving License Ministry of Energy Natural Resources Natural Recourses License National Achieve of Georgia Length of Service/Historic Documents National Bureau of Enforcement National Agency of Public Registry Company/Property Registration Alimony Public Service Hall Ministry of Education and Science High School/Graduate Diplomas Private Companies Consulting Revenue Service Civil Registry Agency E-Declaration Passport Birth Certificate Notary Chamber of Georgia Power of Attorney

  5. 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.

  6. OPERATED PUBLIC SERVICE HALLS

  7. PUBLIC SERVICE HALL INTERRIOR

  8. CUSTOMER SATISFACTION “…PSH Staff is so friendly and attentive; They are so smiley and pleasant.” – Rustavi PSH Customer Highest Customer Satisfaction TRI*M Indexin the World – 107 TNS PSH Customer Satisfaction Survey, 2012 “…To me, it is of utmost importance to receive fast services and save my time, I am so excited, in 10 minutes everything has been done.” – Kutaisi PSH Customer “…Procedures are so easy, getting to the operator, submitting an application, paying and leaving PSH sooner.” – Ozurgeti PSH Customer “…I don’t need anymore to visit several different places in order to receive desirable document. Just coming in one space and that’s it.” – Batumi PSH Customer

  9. INTERNATIONAL RANKINGS • 2ndPlace in Customer Service Efficiency #1 in Satisfaction with Official Documents Delivery Life in transition survey, EBRD 2010 • 1% of population believe that irregular payments are used for receiving official documents • 92% of Citizens are Satisfied with the Procedures of Official Documents Issuance

  10. INTERNATIONAL RANKINGS • 7th place in Ease of Starting Business • World Bank, 2012 • 16th place • in Doing Business • World Bank, 2012 #1 REFORMER FOR THE LAST 5 YEARS WORLD BANK, 2010 • 1stplace • in Property Registration • World Bank, 2012 • 4th place • in Construction Permit • World Bank, 2012

  11. 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 “…I am extremely astonished by the results reached by Georgia in this short period of time .” – Anders Fogh Rasmussen, NATO Secretary General “…World must know about this place, There are so much things we should learn in this direction.” – Toomas Ilves, President of Estonia “…People of Georgia should be very much satisfied for having zero bureaucracy.” Bronisław Komorowski, President of Poland

  12. UPCOMMING OPENINGS, 2012-2013 Poti - 2013 Akhaltsikhe – June, 2012 Zugdidi - 2013 Telavi – July, 2012 Gori – September, 2012 Tbilisi – September, 2012 Marneuli – October, 2012 Mtskheta - 2013 Kvareli - 2013

  13. TBILISI PUBLIC SERVICE HALL

  14. PUBLIC SERVICE HALL - HUB OF PUBLIC SERVICES Area of 6 500sq. m 15 000operations a day Up to 500 Services

  15. INNOVATIVE SERVICE -“JUST DRIVE” Back Office JUST DRIVE! Front Office

  16. INNOVATIVE SERVICE -“JUST CAFE” Back Office Request

  17. 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.

  18. Thank You

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