How to build a genuinely customer focused service provision for the delivery of government services. Particularly as the Ministry wanted to locate all their services in one place for each region or major city.
The Ministry of Justice in Georgia has over the last 5 years undergone a huge transformation.
This large Government department provides a vast array of citizen services; passports and identity cards, property registration, business registrations, notary services and archive services to name just a few.
Previously the services were delivered from a large number of small sites in each region or city, sometimes requiring the individual to visit more than one office to complete formal documentation, which was a major inconvenience, and somewhat inefficient regarding to operations.[/su_column] [su_column size=”1/2″] [su_slider link=”image” source=”media: 2177,2182,2181,2179,2186,2183″ height=”200″ width=”327″ title=”no” class=”slider” pages=”no”] [su_quote]Winner of UN Public service Award in 2012.[/su_quote] Delgado generated the initial model concept for what came to be called the Public Service Hall (i.e. physical locations in various municipalities that would house various government services), [/su_column] [/su_row] [/su_tab] [su_tab title=”” anchor=”Second”] [su_row] [su_column size=”1/2″]
created the brand for the new division of the Ministry of Justice that would manage the Public Service Halls around the country.
We also designed all customer interiors, complete with space planning, navigation, zoning for customer-facing environments as well as back-office zones and secure areas for government employees, designed all custom furniture items as well merchandising systems, provided technical specifications and project management support for architectural planning, engineering, construction, as well as sourcing and procurement.
With the introduction of new operations and procedures waiting time was reduced and any customers that would have to wait can find relaxing areas, take refreshments in a cafe, or search for information on the numerous interactive displays that were located in the space.
The addition of restaurants and cafes in the space meant that the PSH could even provide ultra convenient services for additional fees whilst the customer has lunch.[/su_column] [su_column size=”1/2″] [su_lightbox type=”image” src=”http://wearedelgado.com/wp-content/uploads/2013/11/3H-IMGD1.jpg”] [/su_lightbox] [su_quote]Most of the government-issued documents can be accomplished on the same day.[/su_quote]
The first fully-functioning pilot location was opened in the city of Batumi in June 2011, in under 7 months from the start. In 2012, the project team plans to launch additional locations in the cities of Ozurgeti, Gurjaani, Akhaltsikhe, Telavi, Kvareli, Gori, Marneuli[/su_column] [/su_row] [/su_tab] [su_tab title=”” anchor=”Third”] [su_row] [su_column size=”1/2″]
and the largest flagship location in the capital city of Tbilisi.[su_quote]Number of operations per day were calculated, giving us 27% overcapacity than peak time estimates.[/su_quote]
All PSH locations include a number of government agencies, which allows them to centralize all government services under one roof, or everything in one space.[/su_column] [su_column size=”1/2″] [su_lightbox type=”image” src=”http://wearedelgado.com/wp-content/uploads/2013/11/3H-IMGB1.jpg”] [/su_lightbox] [/su_column] [/su_row] [/su_tab] [/su_tabs]