The creation of the Public Service Halls and Community Centres was triggered by the reforms aimed at improving public service delivery in 2000s. Designed according to the One-Stop-Shop public service delivery model, they aimed at simplifying the interaction between the government and citizens.

A distinctive feature of the One-Stop-Shop model in Georgia is its clear separation of Back and Front Offices in the public service delivery chain. Public Service Halls and Community Centres serve as front offices for those back office agencies that are responsible for developing public services.

There are currently 17 regional Public Service Halls and 43 Community Centers in Georgia providing more than 200 public services to citizens.

 The main purpose of Public Service Hall as stipulated by the law is to provide services offered by public as well as by private agencies through One-Stop-Shop model of service delivery. It is instructed to support government service delivery and is expected to design and to offer public services through innovation and diversity.

Public Service Hall as a front office of the Ministry of Justice and major service provider has an obligation to be actively engaged in service design, elaboration and implementation. Public Service Hall directly interacts with citizens and is well aware of needs and necessities customers may have. Therefore, it is in the best position to formulate new public services, redesign old ones as well as provide consultation to other service providers to streamline procedures and processes. It also plays a major role in shaping the opinion among customers about the nature and value of the administration. Transparency, openness and constant communication with citizens are the guiding value of the Public Service Halls.

Community Centre is a multi-functional infrastructure, based on the One-Stop-Shop public service delivery model. It is equipped with the latest technology and well trained local personnel. The staff, which is locally hired, ensures provision of the central government’s, municipal and private sector services through e-governance tools. Local population has an opportunity to access free internet, computers, video conference equipment, ATM and Pay Box machines in the centres.

The existing model is the result of the thorough and continuous planning of those managers and administrators who initiated the reform in the first place. Today, the Ministry of Justice with its subordinated agencies is undoubtedly in a leading position in terms of knowledge and experience. It has acquired strong expertise while designing and establishing the Public Service Halls and Community Centres One-Stop-Shop public service delivery structures. 

One-Stop-Shop Public Service Delivery Model: the Case of Georgia  

For more information, please visit the website of the organization.