Problem setting. One of the most common administrative services in Ukraine is the registration of civil status acts, including registration of births and deaths, marriages and divorces, name change of an individual, etc. The focus on the introduction of the service model of the state, which is gradually being implemented in Ukraine, has significantly affected the system of providing administrative services in the field of registration of civil status acts. However, according to numerous surveys, the depth and pace of relevant changes do not fully meet the expectations of the citizens.
Of particular importance for the transition to a new model of administrative services in the field of civil registration is the experience of post-Soviet countries, in particular Georgia, which has a similar heritage to Ukraine and accordingly, in the development process, had to solve similar problems. While studying the experience of Georgia, it is also necessary to avoid certain negative aspects that Ukraine may face in the process of reforming this area.
Recent research and publications analysis. A large number of studies by specialists in public administration, law, political science, namely: O. Bukhanevich, Y. Danshina, O. Karpenko, I. Koliushko, A. Lipentsev, V. Soroko, V. Tymoschuk, V. Telitska, N. Vasilieva, O. Turkova, is devoted to the problem of organization of administrative services in other countries At the same time, the study of foreign experience in providing administrative services in the field of registration of civil status is insufficiently studied in domestic management science, although scientific interest in these problems is quite high.
Highlighting previously unsettled parts of the general problem. In order to improve the quality of administrative services in the field of DRACS, it is advisable to study the experience of Georgia in creating an effective system of administrative services in the field of civil registration and develop general recommendations for implementing this experience in Ukrainian public administration.
Paper main body.The reform of the system of providing administrative services in Ukraine, including the field of registration of civil status acts, is largely based on the experience of Georgia.
Among the many reforms and innovative projects successfully implemented by the Ministry of Justice of Georgia, the House of Justice has a special place. It is a transparent, open, continuous modern structure that offers citizens fast, simplified and subject-oriented services. There are more than 300 services combined, 400 operators work at the same time, the maximum capacity of the service center is 15,000 people a day. The main principle of the House of Justice is that everything is in one place, all structural subdivisions that provide services to consumers are located under one roof. The reform of the civil registry began in 2004, when the Passport Office, the Citizens’ Registration Office, and the Civil Registry Office were merged under the auspices of the Georgian Ministry of Justice. In 2006, a new semi-autonomous Civil Registry Agency was established.
A feature of the system of registration of civil status in Georgia is the granting of some powers to notaries. The notary has the right to register marriage and divorce and to issue certificates of civil registration.
The structure and organization of the providing of services in the field of registration of civil status creates a “front office” (customer service area) and a “back office” (area for employees of supermarkets).
In addition, AGR began to offer new types of services. The agency initiated the improvement of services in the Wedding Houses. It upgraded infrastructure and built new wedding houses in district centers. Various services were provided for the marriage ceremony, such as live music, photographs at the request of citizens, and so on. The divorce procedure in Georgia is also much simpler. In the absence of disputes, it is envisaged to issue a divorce certificate on the 6th day after filing for divorce, not a month later as in Ukraine.
Public service reform in Georgia has been neither easy nor simple process. The development led to the opening of Public Service Centers, known as the House of Justice, at the regional level and Community Centers at the community level.
Conclusions of the research and prospects for further studies.The analysis of the Georgian experience in the providing of administrative services allows us to conclude that the provision of state services in Georgia and Ukraine differ in content and purpose of their operation. As a rule, the system of providing public services is aimed at properly ensuring the level of social guarantees in society. In world practice, there is openness and transparency between the state and citizens in the provision of public services, and in Ukraine, we do not see the effective interaction between consumers and service providers yet. In addition, it was found that the world practice, on the example of Georgia, is usually focused on the quality of administrative services in the shortest possible time and at the lowest cost, while in Ukraine the filling of the state budget remains a priority.
Thus, the experience of Georgia is quite useful for Ukraine in the process of choosing the optimal form of organization of administrative services in the field of registration of civil status.
SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA
