1. Tbilisi, 2023
LEPL PUBLIC SERVICE
HALL
▪ QUALITY MANAGEMENT IN PUBLIC SERVICE
HALL
1

2. 2
• D eveloping S tandards
• Mystery S hopper Research
• Voice Of The C ustom er
• Digital Customer Feedback System
• C ustom er satisfaction survey
• Incident management
• Electronic Queue Monitoring S ystem
Table of Contents
Ongoing Activities
• Innovative Electronic Platform Of The Project - Voice Of The
Customer
• Introduction Of Queue Electronic Monitoring System In More
Branches
• Common Assessment Framework (CAF)
Future Plans
Tbilisi, 2023

3. U p to 5 0 0 s e r v ic e s
of p u b lic a n d
p riv a te in s titu tion s
in on e s p a c e
Territorial
Branches
29 Structural
Branches
88 Customers In A Day
20 000+
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8 Halls
23 Ritual Spaces

4. Mobile
Branches
9 Penitentiary
Branches
CAL
LCENTER24/
7
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Up to 1500
employee delivering
services to
customers
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5. Development Vision of Public Service Hall
To provide high quality innovative and diverse services to customers in one space.
Mission
To increase customer satisfaction through accessibility and service development.
Goal
✓ Single window principle
✓ Availability
✓ Equality
✓ Transparency
✓ Innovations
✓ Focus on Customer
Principles
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Tbilisi, 2023

6. Our Roadmap
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Creation of quality management
plans to ensure high level of
service quality
Quality
planning
Continious and ongoing effort to
improve service quality
Quality
Improvement
Identification of ineffective processes
and causes of poor quality. Constant
measurement of service quality
Quality
assurance and
quality control

7. 7
Tbilisi, 2023
Customer Service Standard
Developing standards with the
involvement of experts
Training/retraining employees
according to standards
Standard of communication, interaction
and behavior with disabled person
Prohibition of discriminatory
communication and general rule of
behavior
A standard for detecting and responding to
the facts of possible violence between
users, violent communication
Developing standards with the
involvement of employees
Employee Involvement

8. 8
My s te ry S h op p e r R e s e a rc h
Em ployees’ adherence to the
service quality standards and
other procedures is rated up to 9 6
p oin ts according to the 1st wave
of m ystery shopper survey 2023.
Tbilisi, 2023
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2
3
Define the goal
Develop survey design
Prepair scenarios
Train mystery shoppers
Measures
Training
Coaching
Audit mystery shoppers
Audit questionnaires
Audit surveys
Branch reports
Management reports
Prepare
Improve
Measure
Report
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9. Num erous channels of custom er feedback have been developed.
Facebook Page
C all C enter Online C onsultation E-MAI L
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Customer Involvement
Tbilisi, 2023

10. Voice Of The Customer
Since 2014, the project enables
customers to participate in the
process of service and quality
development.
Quality m anagem ent
departm ent responds
custom er feedback asap.
Since 2014, up to 15 000 applications
were submitted through this channel.
More than 84% have positive content
and recommendations.
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Tbilisi, 2023

11. Newcus
tom
erfeedbackchannel
Real time
feedback from
customers
1
Real time
monitoring
and acting
2
Data analysis
and reporting
3
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Tbilisi, 2023

12. C u s tom e r S a tis fa c tion S u r v ey
o I dentify the s tre n g th s a n d
w e a k n e s s e s of the organization
o Plan appropriate m easures to m aintain
and im prove the results
A c c o rd in g to th e re s u lts , w e
s u s tain th e to tal c u s to m e r
s atis fac tio n in d e x at 8 8 % .
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Tbilisi, 2023

13. E le c tron ic Q u e u e
Mon itorin g
S y s te m
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Branch
performance
analysis
Waiting time and
transaction time
distribution
analysis
Daily patterns
Systematic
improvement of
the use of
resources, service
flow
360° live
overview of
service
environment
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14. Incident Management
Incident is
registered
on portal
Identify
registered
Incident type
Inform
responsible
parties
Help the
process of
incident
diagnostic
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Inform
employees
about the
Incident
status
Receive Incident
closure from
stakeholders
Ask for
prevention
and analysis
Prepare
Incident
reports
Control
Incident
Prevention

15. ✓ First public agency in the S outh C aucasus to introduce the
C om m on Assessm ent Fram ework (C AF)
✓ The difficult path: two self-assessm ent g roups
✓ S elf-assessm ent and consensus successfully com pleted
C om m on A s s e s s m e n t F ra m e w ork
( C A F ) I m p le m e n ta tion
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16. Innovative system of
customer engagement,
fully integrated with the
electronic queue
monitoring system,
on website
E - VOC
Mystery shopper and
customer satisfaction
surveys
Surveys
Queue Electronic
Monitoring System In
More Branches
Self assessment process
ongoing
Surveillance audit
CAF
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Future Plans
Qmatic
Review of Services
Services

17. Thank You For Your Attentio
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