23.07.2021

On July 23, President Shavkat Mirziyoyev chaired a video conference on the measures to organize a new system of working with public appeals.

On assuming office of the President of the Republic of Uzbekistan, Shavkat Mirziyoyev noted that the main rule for the heads at all levels should be the principle «it is not the people who should serve the government, but the government should serve the people».

This principle has been identified as a priority area of state policy. Shortly thereafter, on December 28, 2016, a Resolution of the President on handling appeals from individuals and legal entities was adopted. The People’s Receptions and the Virtual Reception of the President of the Republic of Uzbekistan created in accordance with this document have formed a system of interaction between state bodies and citizens.

The well-established practice of conducting open dialogues and on-site receptions by leaders of all levels raised people’s hope and confidence in the possibility of solving problems. State bodies became more efficient and started to work based on the needs and demands of the population.

The analysis of topical issues raised in appeals to the People’s Receptions and during on-site receptions gave a start to many reforms. Four years ago, an average of 100 thousand appeals were received monthly on the issues of currency conversion, registration, pension payments and benefits in cash. Thanks to the systematic work to eliminate problems in these areas, applications on these issues are no longer received.

Also, simplified Uzbek citizenship procedure has become a solution to problems for about 100 thousand families.

As a result of the efforts to strengthen fairness and transparency in the judiciary system and investigation bodies, 250,000 unmanageable complaints have been resolved.

The current state of work with public appeals in the context of ministries and regions was discussed at the meeting.

The President has emphasized the need to solve, first of all, systemic problems that become the reason for citizens’ appeals particularly in makhallas (local neighborhood community areas).

For this, the khokims (governors and mayors) of regions, districts and cities will dedicate two days a week for receiving citizens. A daily reception will be established in khokimiyats (governors’ and mayors’ offices).

- The office of the khokim will become a «people’s reception room». Each leader should have a strategy on how to consider appeals, what to pay attention to, - the President has said.

Virtual receptions and personal pages of khokims on social networks will be created to receive appeals from the population round-the-clock.

It was noted that within the first half of this year, the People’s reception offices received 100 thousand appeals on employment and entrepreneurship. They can be completely solved by the khokimiyats themselves.

For example, the «makhallabay» (meaningfully, each community residential area – one by one) Work Center in the Pastdargom District conducted a study of 117 makhallas and identified 4,000 unemployed. More than 3 thousand people have been employed due to training in professions and entrepreneurship, assistance in the preparation of business projects, obtaining loans and subsidies.

The importance of introducing similar initiatives in other regions was pointed out.

It was emphasized that most of the appeals are received on the issues of electricity and gas supply, employment, housing, land, medical services and public education. We determined measures to solve them.

As an example, the possibility of introducing an open and transparent system, which will reduce the number of complaints by 10 thousand instead of the procedure for issuing certificates was noted - this applies to almost half of the requests in the medical sphere.

From now on, a unified electronic database of all appeals will be available, the People’s Receptions will quarterly form an open rating of the work of state bodies in this direction. A single online platform for all ministries and departments, khokimiyats will be created for registering, reviewing and monitoring the results of appeals. The assessment of the monitoring will be provided monthly to the Senate and the Government, which will conduct a critical discussion.

In addition, in the Senate, on a quarterly basis, and in regional kengashes (councils) - on a monthly basis, the heads of the ministries, departments and regions will present a report on the status of resolving issues raised in the appeals of the population.

The following issues discussed at the meeting, the responsible persons reported on the forthcoming measures to organize a new system of work with public appeals.