New Conception of the Citizens’ Service Center

Nino Latsabidze and some of her colleagues from Tbilisi City Hall participated in ICLDs ITP program “Local Governance with a Rights Based Approach” in 2015-2016. As part of the program they worked on a change project that aimed at developing the services towards the citizens of the capital of Georgia in multiple ways. The service model the team developed turned out to be very successful and is now replicated in other municipalities of the country.

A team from Tbilisi City Hall participated in ICLD’s ITP program “Local Governance with a Rights Based Approach” in 2015-2016. As part of the training they developed a project. In 2015 they actively started working on the new concept of the Citizens´ Service Center at Tbilisi Municipality City Hall by considering the recommendations of international and local organizations. The final version is greatly influenced by practices both in Sweden and the other participants home countries. Strategies for making the service provision transparent, adapting the services to disabled people and making the responsible politicians and civil servants held accountable for providing a good level of service are examples that participants mention that they learned during the training program. The Citizens´ Service Center at Tbilisi Municipality City Hall has been replicated in other municipalities of Georgia and has also been positively commented on by Georgian MP Rati Ionatamishvili.