Kyrgyz Republic

Indicator 16.6.2: Proportion of population satisfied with their last experience of public services

Data Source: Online Surveys

SDG 16 commits to promote peaceful inclusive societies for sustainable development, provide access to justice for all, and build effective, accountable and inclusive institutions at all levels.  Growing international consensus identifies SDG 16 as the most ambitious, yet important target goal to achieve in every aspect of society – peace, justice, and strong institutions. However, there is yet no universal agreement on the precise dimensions and measurements to evaluate “good governance.”

As the discussion of how to measure SDG 16 effectively became more prevalent, especially within public services, UNDP representatives in Eastern Europe and Central Asia gathered together multiple times in working meetings to discuss possible methodologies and innovative mechanisms for measurement. As a result of the meeting’s recommendations, UNDP Kyrgyz Republic conducted an online survey on measuring for indicator 16.6.2 with four areas of public services: education, health, registration services, and assessment of satisfaction with the services of the State Tax Service of the Kyrgyz Republic.

With the indicator 16.6.2 “Proportion of population satisfied with their last experience of using public services,” the main objective of data collection was to measure the satisfaction of customers with basic public services and present results to national counterparts for taking actions in this field. The study was co-partnered with the National Institute for Strategic Studies of the Kyrgyz Republic (NISS KR) and local civil society organization. 

In collaboration with NISS KR, following satisfaction drivers of public service satisfaction were identified: 1) Access; 2) Environment; 3) Staff Performance; 4) Timeliness; 5) Information.  Appropriate questions were developed along with designated public services area, and respondents were also asked about corruption measures (e.g, bribes, additional informal payments or forced gifts) to see how it relates with respondent’s response to satisfaction with public services.

Data collection was carried out using two instruments: M-report, an online platform of NISS KR and Survio, an online questionnaire distributed through social networks Facebook, WhatsApp, online mailing and others. Since the data collection was primarily done through mobile and internet, most of the respondents were youth population living in the cities. A total of 626 people were interviewed: 287 respondents via M-Report and 339 respondents via Survio.  After the examination of data, the following lessons learned have been identified.

1) There is a clear difference in obtaining high-quality public services among residents of urban and rural areas. This problem was singled out both by the respondents in the interview process and by the representatives of the evaluated state bodies during the FGD.

2) The continuing ignorance on the part of state bodies of the problem of obtaining quality public services by persons with disabilities.

3) The lack of a systematic tool for assessing the quality of public services and its satisfaction with the population of the country.

4) The question of professionalism of civil servants rendering public services.

5) It is important to note that to date, as part of the development of the electronic system of providing public services for the convenience of citizens, several websites have been developed: www.gosuslugi.kg and https://portal.tazakoom.kg/ru/home, which in fact duplicate each other and confuse the recipients of services. To find out the reason for such a situation, the help services of both Internet portals do not work: it is impossible to call number 119, and number 1206 does not exist.

6) The lack of a coordinated information policy among the population regarding the receipt of public services.

Based on these findings, UNDP Kyrgyz Republic shared the results of the study with governmental institutions with the aim to improve the delivery of state services for the population, including the vulnerable groups. The study also showed an opportunity to create an acting online platform for public service satisfaction assessment. On the basis of the e-government services portal activated in March 2018 within the framework of Taza Koom, citizens are required to register with their mobile number. Thus, there is an opportunity to broaden the monitoring mechanisms through a SMS/online survey with more governmental institutions. Measuring good governance would require a more comprehensive and profound data, yet generating demand and supply for public institutions’ service delivery assessment would definitely be a promising start. 

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