Creation of a digital tool for feedback with citizens to assess the quality of municipal services (KGBSK0003)
Overview
At-a-Glance
Action Plan: Action plan – Bishkek, Kyrgyz Republic, 2025 – 2025
Inception Report: Not available
Commitment Start: Jan 2025
Commitment End: Dec 2025
Institutions involved:
- UDPO, MPMD, BGA
Primary Policy Area:
Primary Sector:
OGP Value:
- Public Accountability
Description
Commitment ID
KGBSK0003
Commitment Title
Creation of a digital tool for feedback with citizens to assess the quality of municipal services
Problem
Municipal Enterprise ‘Center for Digital Technologies’ of the Bishkek Mayor's Office has developed an application for the residents of Bishkek called ‘My City’.
‘My City’ is the official app for the city, enabling residents and municipal officials to interact and stay informed about events happening in and around Bishkek. The app includes a feature for submitting requests to municipal services, covering areas such as social services, HCS, transportation, and construction. Messages sent through the ‘My City’ app are mandatorily reviewed by city services within strictly defined timeframes. However, the app has several shortcomings:
- Responses from municipal services are occasionally delayed, and inaccuracies in the provided information are possible.
- The app lacks a feature allowing residents to provide feedback on their satisfaction with the quality of services received.
To address these issues, it is necessary to ensure timely responses from municipal services to citizen inquiries and to introduce a feature enabling residents to rate the quality of municipal services provided in response to their requests. This enhancement will not only improve communication with residents but also create additional opportunities for the Bishkek City Mayor's Office to evaluate the performance of municipal services.
Status quo
In practice, the Mayor’s office already studies the number of citizens' appeals to determine those places in the city where there are more of certain problems by type of request.
The application contains an appeal to the Social, Housing and Utilities, Transport, Construction services. Messages sent through the ‘My City’ application are necessarily reviewed by city services. But, the app has several shortcomings:
• Responses from municipal services are occasionally delayed, and inaccuracies in the provided information are possible.
• The app lacks a feature allowing residents to provide feedback on their satisfaction with the quality of services received.
Action
Development of a digital tool for feedback from citizens to assess the quality of municipal services. This is an additional digital tool to citizen appeals in ‘My city’ will help assess the quality and speed of municipal services.
How will the commitment contribute to solving the public problem described above?
The availability of a functioning digital tool will not only enhance communication with residents but also provide additional opportunities for the Bishkek City Mayor's Office to evaluate the performance of municipal services. Collecting data on citizens' satisfaction with the response to their appeals to municipal services will give to the Mayor’s office the opportunity to better control the work of these services.
Primary Policy Area
Civic Space, Digital Governance, Open Data, Social Accountability
Primary Sector
Public Services (general)
What OGP value is this commitment relevant to?
| Public Accountability | Because the commitment is engaging people in assessment of quality of municipal services. |