Context
Public service reform and a new customer space concept for the Public Service Hall.
Objective
Create a citizen-centric service concept integrating services from multiple public agencies.
Role
A Senteo consulting team engagement.
Approach
- Space concept and customer journeys.
- Service delivery logic and wayfinding.
- Integration of civil and public registries, archives, enforcement, notarial services and other agencies through a one-stop model.
Outcome
A one-stop service model providing access to more than 250 public services was created. In 2012, Georgia’s Ministry of Justice received a United Nations award for public service reforms.
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