Sesili Verdzadze, ServiceLab
“Government is to serve people and make its service as good, speedy and accessible as possible”
For the past four years, I have been leading the Innovations ServiceLab housed within the Public Service Development Agency (PSDA) of the Ministry of Justice of Georgia. It’s the only government institution in Georgia, and the first of its kind in our region, which works to bring innovation to the public sector.
ServiceLab was established in 2014 with the help from UNDP. It is an incubator of ideas that researches citizens’ needs, analyzes services and products, generates ideas about new services and develops their prototypes.
Over the years, ServiceLab has been part of many successful initiatives, such as adapting the emergency hotline 112 services to the needs of people with hearing impairments, co-creating a new service concept for the National Scientific Library of Georgia, establishment of an Innovation Hub in Rustavi and redesign local public services together with Rustavi residents.
ServiceLab is an active player in the ongoing Public Administration Reform in Georgia, assisting to craft new national policies on Service Design, Delivery, Quality Assurance and Pricing, bring citizen engagement in service design and delivery to the national level and spreads it across all government entities in Georgia.
ServiceLab has transformed the way public services are being designed and opened doors to a co-creation process that brings together government, citizens and civil society.
I am convinced that government is to serve people and make its service as good, speedy and accessible as possible. Open Government is the best model invented so far as it provides numerous opportunities for the citizens to get engaged and obtain and share information. Open Government reduces corruption and, therefore, stimulates economy. At the end of the day, it is beneficial for all – citizens, civil societies and governments themselves. Accountability, innovation, progress – these are advantages of Open Government and a formula of its success.