Presentation given by Georgia at the Service Design and Delivery in a Digital Age - Academies for EaP countries. Topic 1: User-centric design and delivery.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
GEORGIA
Progress in
online service
delivery and
user orientation

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
2

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
Marika Mshvildadze, LLPL Public Service Development Agency, Georgia
Otar Chakhunashvili, First Deputy Head of Personal Data Protection Service, Georgia
Dimitri Gugunava, LEPL Digital Governance Agency, Georgia
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
User-centric design
and delivery

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
> Digital governance development (state policy on digital governance)
> Establishment of new e-services based on e-governance
> Support and coordination of the development of IT systems (unified state policy)
> MY.GOV.GE
> Establishment of the Georgian Government Gateway (G3) integrated data exchange infrastructure and ensure
access to information resources
> Ensuring information and cybersecurity security (CII in private sector)
> CERT.DGA.GOV.GE
4
The functions of the agency:

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
More than 700 services
21 Organization
Total number of standard integrated services usage – 1959672
Personal User - 332543
Legal entity - 90135
5
MY.GOV.GE

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
6
MY.GOV.GE - Development prospects
Mobile App
Development of a new portal concept

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
> Facilitating development of public services
> Fostering creativity and innovation
> Spearheading digital transformation
> Supporting reforms and projects that are important for the
development of the country
7
Public Service Development Agency Ministry of Justice of Georgia

8. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
8
Main Directions of PSDA
Civil acts, Identity
Documents, Registration
Citizenship
and Migration
Apostille and
Legalization Online Services
Qualified Trust
Services
Identification
Verification
Innovative Service Lab

9. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
9
Service Delivery Channels
Preparation of information materials related to the activities of the Ministry
and informing the mass media, development of strategic cooperation with
them;
117
Public Service Halls
16
Territorial Offices
73
Consulates in other countries worldwide
50
Distance
Services

10. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
10
Public Administration Reform (PAR)
“Public Service Development Strategy 2022-2025” with its Action Plan
2022-2023 have been elaborated and approved for the first time in the
country.
Introduction of service design and delivery in 3 public agencies
Interagency Group on Service Delivery
Improvement of public services countrywide through introducing
unified standards in service design, delivery, quality assurance and
costing
Leading introduction process of Unified Public Service Design and
Delivery Policy and Standards

11. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
Inspection The Public Sector Oversight
Department
The Law Enforcement Sector
Oversight Department
The Private Sector Oversight
Department
The Department of the
Planned Inspections
Review of Application
Study of the Lawfulness
of Personal Data
Processing (Inspection)
Providing
Consultations
Awareness Raising
Events
Main Functions
Effective Monitoring of Personal Data Protection Issues

12. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
Targeted Authorities
Independent public
institutions - court,
parliament,
national bank,
national regulatory
bodies
Central bodies of
executive power -
Government of
Georgia, ministries,
sub-departmental
institutions and
others
Self-government
bodies - City Hall,
Assembly, municipal
public institutions
Legal entities under
public law, schools,
universities, private
organizations within
delegated functions
and others
Control of Lawfulness of Personal Data
Processing in Public Institutions

13. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
Public
institutions
inspected
in
2022
Several ministries (including the
Ministries of Foreign Affairs and
Environment and Agriculture)
National Agency of Public
Registry; Pension Agency;
Authorities of Healthcare
System
Emergency Coordination and
Emergency Response Center
Universities
Up to 15 schools
Municipalities
Court and Supreme Council of
Justice and others
2022
Years
The service received more than 90
application from citizens and conducted
more than 40 inspections.
In total, more than 60 public institutions
were inspected
About 90 mandatory instructions were
issued to eliminate the identified
deficiencies. Most of them have been
rectified.
More than 40 violations were detected
More than 1300 verbal and written
consultations have been provided
About 30 coordination meetings
have been held
More than 450 people were trained

14. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Topic 1
Trends Revealed in the Process of Implementation
of the State Services
Frequency of authorized persons created on
the basis of the normative act and separation
of competences in the process of data
processing
Multipurpose databases (for example, in
the health sector, education, justice
sectors). They are used by several data
controllers at the same time, but it is often
a challenge to separate the required
volumes of data
The interest of various public institutions in
identifying the target groups of their
services through the databases related to
the citizen's identification and social status.
Excessive data sharing problem.
Electronic data security in terms of
differentiation of accesses, functionality of
"logging" and others. Failure to consider
the necessary measures related to data
processing at the stage of creating
electronic systems and the difficulty of
subsequent changes
Use of inadequate, disproportionate means
for monitoring employees in labor relations,
processing of data with excessive volume
or without proper basis, violation of video
monitoring rules, etc.
Facts of improper realization of the rights
of data subjects (violation of deadlines,
incorrect identification of data, lack of
justification of grounds for limiting the right
to information) and others