United NationsDepartment of Economic and Social Affairs Sustainable Development

Improving the availability and quality of public and municipal services provided to the population through strengthening partnerships between government bodies and civil society organizations

Establishment Center for public policy (
Non-governmental organization (NGO)

    In the framework of the project implemented measures to strengthen the capacity of civil society activists in local communities in carrying out public monitoring, and improving the awareness of members of local communities rights to quality services and to inform the state bodies and local self-government on the problems and needs of the members of these communities. In nine pilot points, initiative groups were created from among representatives of NGOs, youth activists, and members of local communities, who conducted public monitoring of the availability and quality of state and municipal services in the field. Beneficiaries: local NGOs, consumers and providers of public and municipal services

    Implementation of the Project/Activity

    Public monitoring of the provision of state and municipal services was conducted by the Center for Public Technologies several times within the framework of several projects and covered seven regions of Kyrgyzstan, as well as the cities of Bishkek and Osh. In total, more than 30 services provided by state and municipal authorities were monitored. Initiative groups consisting of 8-12 representatives of public organizations, youth associations and active members of local communities were established on the ground. The total number of monitors on the ground was more than 180 people. All of them were trained in the methodology of public monitoring developed by the Center for Public Technologies and studied the mechanisms and tools of monitoring. In addition to the methodology, the TSOT experts developed methodological manuals on state and municipal services, a "Guide to conducting public discussions", as well as information brochures and booklets. The results of the monitoring were presented at public hearings with the participation of representatives of state and municipal bodies at the local level and at conferences attended by representatives of the Government of the Kyrgyz Republic, key ministries and departments, international organizations and NGOs. In addition, the Center for Public Technologies prepared a draft Register of the Functions of Public Administration bodies, which was submitted for further promotion to the Public Administration Department of the Government of the Kyrgyz Republic. Financial support for the implementation of projects at various times was provided by UNDP, USAID, and OSCE. The total amount of financial support was $160,200


    As a result of the work done, methodological materials (methods of conducting public monitoring and practical manuals), information materials (brochures and booklets) were prepared, published and distributed, and more than 180 people received theoretical and practical skills in conducting public monitoring. Sustainable communications have been built, monitoring mechanisms and tools have been tested. 2 analytical reports were prepared, including a description of the situation in the provision of state and municipal services in the field, conclusions and recommendations for each of the participants in the process. The results of the public monitoring were presented at the local and central levels. Based on the results of public monitoring, the authorities took measures aimed at improving the quality of state and municipal services provided and compliance with service standards

    Enabling factors and constraints

    The success of the implemented projects was largely due to the good partnerships built by the Center for Public Technologies over the years of working with the Government Apparatus, state and municipal bodies, and a wide network of partner civil society organizations throughout Kyrgyzstan. TSOT experts were at the origins of the reform of the sphere of state and municipal services in Kyrgyzstan. They participated in the creation of a Unified Register of Public Services, in the development of standards and administrative regulations for services. Several data center experts are members of the Interdepartmental Commission on Optimization of State/Municipal Services

    Sustainability and replicability

    The methodology of public monitoring has been tested and, according to the reviews of the people who conducted the monitoring, is easy to use, clear and accessible. Initiative groups can work on the ground after the project is completed independently. It would be very useful and productive to multiply the experience of conducting public monitoring throughout Kyrgyzstan with the publication and dissemination of methodological and informational materials. This experience is very useful both for improving the quality of public / municipal services and for improving partnerships between public/municipal service providers, civil society organizations and service consumers. In addition, with the understanding of the activities of government bodies in providing services, the level of public confidence in the state as a whole also increases

    COVID-19 Impact

    The pandemic, announced in connection with the spread of COVID-19, has accelerated the introduction of the provision of many public services in a digital format. Currently, the state is making efforts to provide online services that do not require the physical presence of the consumer. In this regard, there is an increasing need to inform consumers of services in general, as well as to train this category of Kyrgyz residents who do not have or do not have the skills to use services in digital format. First of all, these are elderly people and residents of remote areas

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    01 March 2016 (start date)
    10 December 2018 (date of completion)
    Establishment Center for public policy
    Other beneficiaries

    The main beneficiaries are: service providers (state and municipal authorities) and consumers of state / municipal services. In addition, local public organizations, youth representatives, and community activists were involved in the project. During the monitoring period, partnerships have been established between the initiative groups and service providers to help improve the quality of services in accordance with consumer expectations and service standards

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    Alexander, Improving the availability and quality of public and municipal services provided to the population through strengthening partnerships between government bodies and civil society organizations