Government Bodies to Be Assessed on Handling of Citizens’ Appeals

Tashkent, Uzbekistan (UzDaily.com) — The Cabinet of Ministers of Uzbekistan has approved new rules for evaluating the performance of government bodies in handling citizens’ appeals. The relevant amendments and additions have been introduced to Government Resolution No. 341 of 7 May 2018.

Under the new framework, the activities of government bodies, state institutions and organizations with state participation, as well as their officials, in dealing with appeals from individuals and legal entities will be assessed using a special evaluation system.

In particular, appeals registered through the President’s Virtual Reception and forwarded to the relevant authorities for execution will be taken into account.

The handling of appeals will be classified based on the number of registered appeals, those satisfied, rejected, processed with missed deadlines, and repeated appeals. Based on the analysis, performance indicators will be divided into three categories: high performance (“green”), medium (“yellow”), and low (“red”).

The evaluation results will directly affect the KPIs of officials: 100 percent for the “green” category, 50 percent for “yellow,” and 10 percent for “red.”

Heads of agencies or their deputies who fall into the “red” category may be subject to disciplinary measures.

The new rules are aimed at increasing accountability and transparency in the work of state institutions with citizens’ appeals, as well as encouraging more effective responses to public requests.