UNDP, UK Train Georgian Police in Disability-Sensitive Service Delivery

UNDP and the Ministry of Internal Affairs of Georgia signed a Memorandum of Understanding that aims to make the Patrol Police Unified Service Center more customer-focused.

The United Nations Development Program (UNDP) and the Ministry of Internal Affairs of Georgia have united to improve capacities and service delivery in the Ministry’s Patrol Police Unified Service Center, formerly known as Room#12.

UNDP Head Louisa Vinton and Deputy Minister of Internal Affairs Kakha Sabanadze signed a Memorandum of Understanding at an online meeting today.

“The Ministry of Internal Affairs is reforming its Unified Service Center, aiming to provide high-quality one-stop-shop services to the citizens,” Sabanadze said. “Personnel training is a critical part of this reform.”

“Police work is full of stress, especially at a time of crisis like the one we are now facing,” Vinton said. “Our training is designed to equip the Unified Service Center staff with the tools and approaches they need to serve citizens effectively, especially those who are vulnerable or have special needs.”

Launched in 2018, the Unified Service Center of the Patrol Police provides over 50 services to citizens, most of them associated with driving penalties, suspension of driving licenses, delivery of found number plates and consent to transportation of vehicles transferred to special parking lots. With UNDP support, the Centre staff will be trained in customer relations and communication, anger management and disability-sensitive service delivery.

In addition, UNDP will help the Unified Service Centre introduce a Common Assessment Framework (CAF), a total quality management instrument for the public sector that has been successfully applied by more than 4,500 public agencies in the EU Member States.

The Public Service Hall was the first public institution in Georgia to pilot the Common Assessment Framework (CAF) in 2019. UNDP is supporting the introduction of this successful practice for Georgia’s other public agencies.

UNDP’s assistance to the Ministry of Internal Affairs is part of the $6 million (GBP 4.5 million) UK-funded support to the Public Administration Reform in Georgia, covering three major directions of the reform: policy development, civil service reform and public service delivery.