Uzbekistan’s Ministry of Justice to Launch a Quality Rating for Public Services

Tashkent, Uzbekistan (UzDaily.com) — Uzbekistan is introducing a system for assessing the quality of public services and creating a public rating of government agencies. The relevant procedure has been approved by a resolution of the Cabinet of Ministers.

The document also establishes a mechanism for refunding state duties and other fees to citizens in cases of unjustified refusal to provide public services.

Under the resolution, citizens will be able to assess the quality of services received based on four key criteria: legality, including compliance with procedures and respect for applicants’ rights; quality of execution, covering staff professionalism and the absence of excessive bureaucracy; timeliness of service delivery; and accessibility, including conditions for persons with disabilities and the availability of services in electronic form. Assessments will be made on a five-point scale, where 1 represents the lowest score and 5 the highest.

For services provided in a traditional, in-person format, special QR codes will be placed in government institutions. Using these codes, recipients will be able to access the Unified Portal of Interactive Public Services and submit their evaluations. For electronic services, feedback can be provided directly on the portal, through its mobile application, or via self-service terminals at public service centers. Users will also have the option to leave written comments.

Information on all ratings of three points or below, as well as negative feedback, will be automatically forwarded to the Ministry of Justice and relevant authorized bodies. Based on this data, the causes of public dissatisfaction will be analyzed and measures will be developed to improve service quality, including additional training and professional development for staff.

If no improvement is observed, the Ministry of Justice will have the authority to submit a proposal to remove a specific employee from providing public services.

Based on the collected evaluations, a public services quality rating will be compiled by individual agencies, regions, districts, and cities. Final reports—quarterly, semiannual, and annual—will be published on the Unified Portal of Interactive Public Services no later than the 15th day of the month following the end of the reporting period.