New Uzbekistan – public services reforms for the benefit of the people

5 years ago, public service centers were established in Uzbekistan in order to ensure the widespread use of public services by the population, reduce the time and financial costs associated with their provision, and increase the level of satisfaction of the population with the activities of state bodies.
Provision of services to public service centers (DPRs) on the principle of "single window" to individuals and legal entities; ensuring high quality, speed, transparency of services, avoiding bureaucracy and other administrative barriers in this area; implementation of interagency electronic cooperation ensuring prompt receipt of necessary documents and information for the provision of public services; compliance with the requirements of legislative acts and administrative regulations in the provision of
In order to successfully implement reforms in the field of public services, to ensure its legal implementation, DPRs were established in the system of the Ministry of Justice.
In the provision of public services, the principle "documents move, not citizens" was established. A solid legal framework has been formed that regulates this area. In particular, laws"on administrative procedures","on licenses, authorization and notification procedures", administrative regulations on each service were adopted.
As a result of the implemented legal, organizational complex measures, DPRs have become the center of solving population problems, simplifying relations between state organizations and citizens.
The services provided by dxms are increasing at the rate of arithmetic progression
At the time of the start of operations on 1 January 2018, Dxms initially provided 37 types of services, with around 280 services currently operating. Around 100 services were added in 2022 itself.
Every day, on average, 40-45 thousand of our citizens visit public service centers and use services.
45 million by dxms so far.more than government services were provided. 12 during 2022 mln.ga close public services were provided, an indicator that is 83 times more than in 2017. The number of documents required in the provision of public services was reduced from 221 to 95 (57 percent). 
The result of the civil service specified in 28 rounds was the delivery to their address by mail at the discretion of citizens and business entities. This put an end to the second time that citizens came to the Centers of public services or to the competent authorities.

Citizens-friendly modern DXM buildings built
In all 208 districts-cities of the Republic, DPRs were established. Modern buildings were built and put into use in 180 dxms. 79 of these buildings were built in public-private partnership. 50-100 km from district (urban) centers. there are 138 branches operating in remote, mountainous areas. They are close to the locals.
Today, the Dxms provide the necessary facilities for visitors, and the waiting halls are equipped with electronic queue systems, information kiosks, self-service corners, health corners, bookshelves for mutolaa, children's playgrounds, "Wi-Fi" areas and buffets.
It should be noted separately that the Surdo translator service was also launched in order to provide facilities for citizens with hearing and speech impairments. 254 such citizens were served during 2022.
Digitization and application of Blockchain technology
The Ministry of Justice has done an unprecedented job in the country's digitization practice. Over the past 3 years, more than 60 million archival documents of the Fhdyo have been digitized, which made it possible to digitize the process of providing registry services in Uzbekistan.
As a result of digitization, it was possible to determine the composition of the family in the information system "unified electronic archive of the registry".
Civil status the procedure for recording the records of the act on the basis of the extraterritorial principle was established.
The process of providing public services related to the recording of Civil Status Act records (registry office) is being developed on the basis of the "principle of continuous improvement". 
To guarantee the reliability, safety and permanence of the recorded civil status records, an electronic civil status record system based on blockchain technology was introduced.
Assistance was provided in creating a data processing center (MQM) and equipping it with modern server devices and equipment for the purpose of storing, processing and digitizing archival documents in the registry.
The introduction of this technology in the information system" unified electronic archive of the registry office " makes it possible to optimize existing bureaucratic processes in the field and improve the quality of service, while ensuring the reliability and safety of historical facts related to the life events of citizens.

Services are provided in an itinerant manner and on the principle of " extraterritorial
In order to create lightness for our citizens living in a remote and remote area, to save their time, it is possible to provide itinerant public services. During 2022 alone, more than 800,000 itinerant services were provided. 
Specially adapted cars have been purchased for the organization of traveling services, which serve as portable DXM. They are equipped with all modern information and communication tools. Image
Since 2019, all services provided through public service centers have been provided on the principle of "extraterritorial". 
What does it give to the population? In this case, regardless of the place of permanent registration of the provision of public services (residence permit) or the place of residence, our residents and entrepreneurs will be able to use the services by contacting public service centers in any place or convenient for them.

Teaching the population to online services is an important task
We started talking about digital government more than the concept of e-government today. The necessary legal framework, infrastructure are being formed. The state program" digital Uzbekistan-2030 " was adopted.
In this, it is important to train the population to use public services online and improve their skills. Therefore, in order to form the skills of independent use of electronic public services of the population and business entities and increase their culture, self-service corners were established in DPRs 
These facilities created in dxms have been contributing to an increase in the level of online access to public services.
In particular, the public services used online by citizens received 3.1 million in 2020. tani, 8.4 million in 2021.tani as well as 11.8 million during 2022. Tani founded.
Self-service corners are important in this, being equipped with the necessary material equipment and connected to the internet for the use of visitors. In doing so, DXM employees give visitors the necessary advice and explanations about the benefits of using the online service. 
From August 1, 2022, the "mobile-ID" system of identification of a person in the use of public services was introduced. This alternative means of identification serves to fully realize the principle of "from website to mobile application" (from web to app).
While it was not long before the" Mobil-ID " system was launched, about 750,000 citizens began to register and use the system.
 

The list of documents prohibited from demanding from the population was approved.
In order to reduce bureaucracy and paperwork in the process of providing public services by government agencies, the demand of 73 types of documents and references from the population was canceled, more than 200 procedures were simplified.
This resulted in an average of 20 mt per year.more than 300 crore of the population was freed from excess paperwork, the office was taken away from wandering, and the population went to the same organizations. the amount in excess of the sum led to savings. 
In the list of documents that state organizations cannot require from citizens, there are also such as a copy of an identity document, a photo of a person in a specified form, work books and copies of them. It is difficult to explain the importance of these cancellations with a short comment.
70-80 years, some of which have even more years of "internship", the demand for these documents has ceased – an end to a huge history of absenteeism. In state and civil relations, in fact, this is a radical, revolutionary step.

Composite services
The provision of services in a "comprehensive manner" was established in order to prevent the population from becoming overbearing and to prevent the office from being shaken. It is the provision of interconnected public services in a composite form, that is, at the same time, on the basis of one request from a citizen.
For example, in the process of recording birth by the registry office:
- accounting for a polyclinic;
- sending an application for one-time benefit money;
- putting a child on the list by address where his parents are on the permanent list;
- the services of placing the child in line with the state preschool educational organization are carried out at the same time.
With this, more than 15 documents were reduced.
On average, more than 70,000 births were recorded in a month, and the composite method of providing this service put an end to the 280,000 preoccupation of the population in 4 more offices.
As a result of this, it was achieved that more than 11 billion soums associated with the arrival and arrival of residents to other offices for the use of each service will remain in the population itself.
Proactive services
On its own initiative, state organizations have established the provision of proactive public services that provide citizens with the opportunity to use the necessary service in a particular situation. 
For example, since November of this year, a system has been introduced for the appointment of benefits paid to children under the age of 18 with disabilities and children under the age of 18 with a disease caused by the human immunodeficiency virus, as well as care benefits in a "proactive form"without requiring additional documents from citizens.
We agree in due time that one of the muthassis in this area is the Estonian specialist Marten Kayvats, who believes that the best service is a service that you do not even know that you received it.

Dxms is also a free legal advice Center at the same time
The legal advice bureaus of the NGO "Madad" are placed in the premises of District (City) public service centers, providing primary free legal assistance to the population by providing them with online advice and explanations on legal issues, including in order to promote their legal awareness and legal culture by providing impartial legal assistance. In 2022, free legal assistance was provided to 120,530 citizens who applied to the territorial bureaus.
Situational Center
It is known that situational centers are one of the most effective means of implementing a situational approach in strategic management. DXM and FHDYO are visited daily by between 300 and 1,500 petitioners. A situational Center has been established in the Ministry of Justice in order to monitor the quality and speed of services provided to them, to identify problems in a timely manner. 
The integrated centralized warehouse of the situational Center combines information from various sources, and the numbers, data, which contribute to the knowledge of the situation of interest to management are displayed on visual and interactive panels. Contributes to the automation of remote monitoring, forecasting and analysis of the services provided. At the moment, through this center, an assessment is made of the effectiveness of employee activities, compliance with the rules of ethics.
It allows, based on a consistent, comprehensive analysis of dynamically developing situations, to identify the main problems and issues that determine the dynamics of the situation and make decisions that can affect its development.

The level of satisfaction of our citizens from public service centers is growing
The Ministry of justice, in cooperation with international organizations, is constantly studying the level of satisfaction of citizens with public services.
An anonymous survey of visitors to public service centers was conducted by the international network of companies "PricewaterhouseCoopers" within the framework of the European Union and the UNDP project. According to the survey, 90% of citizens were satisfied with the services provided and gave an excellent assessment of the activities of the center's employees.

An exchange of specific paradigms occurred.
Our population is witnessing that the principle of" documents move, not citizens " is not just a loud talk, it is a Real reality. 
President Sh.The Centers of public services, which show the practical expression of the important slogan of the policy of dialogue with the people declared by Mirziyoev, "let government agencies serve the people, not state agencies," have a positive effect on the views of the population on the state, their confidence.
This trust is in turn a motivation to strive for innovations in structures that are conducive to the activities of public service centers, to seek non-standard solutions to solve problems, to work on innovations that citizens will please.
Of course, there are still disadvantages, from which it is impossible to turn a blind eye. But the goal is to organize the highest standards of service for every citizen who applies to public service centers.

The. 
Deputy Minister of Justice 
Khudoyor Meliev