Ministry of Territorial Administration and Development of the Republic of Armenia

Handbook ESTABLISHMENTESTABLISHMENT ANDAND COMMISSIONINGCOMMISSIONING OFOF CITIZENCITIZEN OFFICESOFFICES ININ MUNICIPALITIESMUNICIPALITIES OFOF THETHE REPUBLICREPUBLIC OFOF ARMENIAARMENIA Preface

In parallel with the development of local self-government system in Armenia, the continuous improvement of the quality of service delivery is important. The Ministry of Territorial Administration and Development supports the targeted and efficient solution to this issue which has been considerably facilitated by the establishment of Citizen Offices in various municipalities across the country. Thanks to the “one stop-shop” principle and the application of electronic tools, the COs notably improve the quality and efficiency of service delivery and offer the citizens better access to them.

The development of the Handbook has been supported by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) in consideration of the experience of the COs operating in 29 municipalities of 9 marzes of Armenia, as well as the international practice of administrative service delivery on local level. The Handbook presents different aspects of establishing and running COs and can be useful for Local Self-Government bodies as a guide to establish new COs and for the existing ones to improve their operation.

I am confident that the information presented in this Handbook and the step-by-step approach of CO establishment will positively contribute to the improvement of the efficiency of service delivery and facilitate communication between the LSGs and the citizens.

First Deputy Minister of Territorial Administration and Development Vache Terteryan

3 8.3. Approve the list of services 49 8.4. Architectural and construction aspects of CO establishment 49 8.5. Install infrastructures 49 8.6. Launch the CO and publicize 50 TABLE OF CONTENTS 8.7. Monitor, evaluate and improve 50

9. REFLECTING CO ESTABLISHMENT AND COMMISSIONING IN THE MUNICIPAL LIST OF ACRONYMS 6 PLANNING DOCUMENTS 51 SUMMARY 7 10. CO PREMISES, FURNISHING, CONSTRUCTION WORKS AND TECHNICAL SUPPLIES 52 INTRODUCTION 8 10.1. Selection of CO premises 52 10.2. Design of CO entrance 53 1. DEFINITION AND OBJECTIVES OF COs 10 10.3. CO structural divisions 55 2. LEGISLATIVE BASES FOR ESTABLISHMENT AND COMMISSIONING OF COs 12 10.4. Architectural and construction aspects of CO establishment 66 3. BACKGROUND OF CO ESTABLISHMENT AND CURRENT SITUATION 13 10.5. Technical supplies of the CO 71

4. SERVICES DELIVERED BY COs 20 APPENDICES 4.1. Levels of service delivery 29 Appendix 1: List of Citizen Offices operating in the Republic of Armenia 4.2. Channels of service delivery 29 (as of March 2018) 72

5. ORGANISATIONAL STRUCTURE OF COs 34 Appendix 2: Exemplary form of CO Performance Monitoring 74

Appendix 3: Sample of citizen satisfaction survey 79 6. TRAINING OF CO PERSONNEL 36 6.1. Knowledge management and internal communication 39 Appendix 4. List of the CO assets 82

7. MONITORING AND EVALUATION OF CO PERFORMANCE 40 BIBLIOGRAPHY 85 7.1. In-house and sourced out monitoring 41 7.2. Citizen feedback 43

8. PROCEDURE OF CO ESTABLISHMENT 47 8.1. Assess context 48 8.2. Hold discussions 48

4 5 LIST OF ACRONYMS SUMMARY

CO Citizen Office The Handbook “Establishment and commissioning of Citizen Offices in the municipalities of the CPAS Centre for Provision of Administrative Services Republic of Armenia” (hereinafter referred to as Handbook) sets out a broad range of issues in the GIZ Deutsche Gesellschaft für Internationale Zusammenarbeit area of establishing and commissioning Citizen Offices (CO), organising and monitoring their daily operations and other relevant aspects. LSG Local Self-Government body MMIS Municipal Management Information System Introduction presents a general description arrangement of trainings for CO personnel of CO, the background substantiating the and exchange of experience. MTAD Ministry of Territorial Administration and Development development of the Handbook and its SDC Swiss Agency for Development and Cooperation thematic and time relevance to the current Section 7 sets out the monitoring and USAID United States Agency for International Development realities in Armenia. evaluation patterns applicable to CO operations including descriptions and Section 1 provides the definition of CO, its implementation modalities thereof. objectives and principles of operations, as well as the advantages this institution Section 8 describes the seven main stages of bears for both citizens and local CO establishment. self-government bodies (LSGs). Section 9 reflects on the CO establishment Section 2 lists the legislative bases for and commissioning in the statutory establishment and commissioning of COs. planning documents deployed by the municipality. Section 3 contains the narration of expe- riences of CO establishment in Armenia Section 10 describes selection and exemplified by the case of Vanadzor CO. refurbishment of the CO working space, including the technical and technological Section 4 presents the major services supplies of the COs. delivered by COs in Armenia and channels of service delivery with a reference to Appendices include the list of COs operating service provision information cards. in Armenia, exemplary forms of i) CO performance monitoring questionnaire Section 5 discusses the organisational and ii) questionnaire on citizen satisfaction structure of COs and proposes two major with CO service delivery and a list of CO models of their establishment. technical equipment.

Section 6 presents the principles of CO The Handbook is concluded with a bibliography staffing and internal communication, of literature and sources used for developing this Handbook. 6 7 a guideline and practical assistance to LSGs the latter taking into consideration the and their administrations for appropriately accumulated experience and trends. establishing and commissioning COs. The Handbook details the objectives and The Handbook is addressed to the LSGs, INTRODUCTION peculiarities of the CO as a new institution personnel of local administrations, citizens, for public service delivery. civil society, private sector organisations and groups, expert community, as well as other In the framework of overarching ensuring the quality of service delivery In elaborating this Handbook, the Handbook institutions and stakeholders operating at government policies, reforms in public persists as a priority of the LSGs which “Establishment of Citizen Offices in local level. administration have been implemented can be addressed through establishment Armenia”2 has been referred and scrutinised and continue to be in progress with the of COs as a contemporary and targeted with the objective to update and improve objective to enhance the quality of services solution. This is, inter alia, an imperative of delivered to citizens of Armenia1. The time determined by the development of the success of the reforms is preconditioned local self-government system, structural primarily by the accessibility of services to and legislative changes in the sector, citizens and the availability of practical tools decentralisation policy of the government, and mechanisms that the secure quality and as well as the need to modernise methods, efficiency of the services. With enhanced channels and tools of service delivery. awareness about their rights, citizens are in anticipation of higher quality and level of COs enable the municipal administrations to service delivery, which are citizen-centred, gather different services in one flexible and result-oriented. location through the one-stop-shop principle thus becoming the primary access Irrespective of the quantity and nature point for citizens. COs allow to tailor the of the delivered services, securing their service delivery to the needs of citizens quality is a key task for LSGs, too. The more through improving communication between transparent, accessible and well-coordinated the LSG and citizens, enhancing the is the service delivery, the higher is the transparency of operations implemented by trust toward the LSG and satisfaction of the the municipal administration, and increasing population with its performance. the degree and broadening the scope of citizen participation in local self-governance. Quantity and nature of services may vary from municipality to municipality, but This Handbook is designed and developed as

1 “Increasing quality and efficiency of service delivery”, Outcomes of the activities of the Government of the Republic of Arme- 2 The Handbook was developed and published in the framework of “Local and Economic Development in Armenia” Programme nia, http://report.gov.am/?id=31։ of Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ), G. Khachatryan, Yerevan - 2011 8 9 Efficiency of the COs for the citizens and the LSGs

For the citizens: For the LSGs: CO improves accessibility and affordability 1. DEFINITION AND OBJECTIVES OF COs Establishment of the CO entails review of of the services through review of internal procedures, processes and work style, as procedures and processes and curtailing the well as the structural changes, resulting time necessary for service delivery; in increased quality and efficiency of Citizen Office is a unit of the municipal administration, which delivers administrative and (or) other services to citizens according to the principle of one-stop-shop. service delivery through reshaping and CO enables citizens to avoid bureaucratic optimising of administrative procedures and red tape in search of municipal services; The objective of COs is to deliver high quality services to citizens in a convenient setting and application of new technological solutions. in accordance with the principle of one-stop-shop at the same time becoming the primary point of addressing and solving citizen issues and requests, the main platform for LSG-citizen CO offers tailored and citizen-oriented CO enhances transparency and communication, as well as the municipal information centre. approach in handling quests of the citizens accountability of the operations of the by virtue of swift and telic solutions; municipality and reduces corruption risks. To deliver high-quality services, the COs should comply with the following set of fundamental principles: CO performs its operations through well CO serves as the primary contact for trained staff securing efficient services to communication of citizens with the the clients thus facilitating communication municipal administration, which in the provide services to citizens in accordance provide citizens with necessary and between the citizen and the LSG; case of professional performance of the CO with the principle of one-stop-shop, in a comprehensive information on the personnel contributes to increased trust transparent and accessible manner; services, procedures applied to their CO serves as a platform for citizens to among population towards the LSGs. delivery and other associated issues thus request information on the procedures, serve as the primary point of contact becoming a unified information platform processes and channels of delivery of other CO brings LSGs closer to the citizen by between the LSGs and the citizens of the of the municipality; public services; offering a variety of tools to improve locality; apply oversight and accountability the services and securing efficient CO enables citizens to provide feedback on be flexible and offer options for interaction mechanisms in respect of its own communication between the two parties. between citizens and the CO in terms of operations, such as performance the operational performance of the LSG and time and channels (direct vs distant); monitoring, evaluation and improvement, raise recommendations on their presentation of public reports and improvements thus securing genuine exercise customised approaches to each effecttive and efficient cooperation with participation in local self-government and citizen and take into consideration the various structural units of the municipality. its improvement. needs of the applying citizens;

maintain professional and skilled personnel trained to assist citizens and deliver high- quality services to them; 10 11 2. LEGISLATIVE BASES FOR ESTABLISHMENT AND 3. BACKGROUND OF CO ESTABLISHMENT AND CURRENT SITUATION COMMISSIONING OF COs

The German Burgerbüro (Citizen Office) model has been used in establishing COs in Armenia. With the The major legislative bases for establishment and commissioning of COs include: support of GIZ, the German model has been analysed and localised in order to accommodate to the Armenian requirements, realities and peculiarities. RA Law on Local Self-Government; RA Law on Municipal Service; Box 1: German experience in establishing COs3 RA Law on Administrative and Territorial Division of the Republic of Armenia; COs operate in almost all large municipalities Another example is the CO of Offenbach town, RA Law on Freedom of Information; of Germany4, while larger ones maintain and which serves more than 120 000 people. Here, RA Law on Protection of Personal Data; operate also CO branches. The first COs were not only municipal and state services, but also Other legal acts of the state authorised agency. established in 1980s with the objective to deliver external services are delivered through the services to citizens in a centralised manner. counters allocated to various specialised organisations in the premises of the CO. The city of Cologne operates one CO with its eight branches, each providing services to In Germany, COs are predominantly dedicated 110 000 citizens on average. Both local and structural units of the municipalities. Heads state services, such as population registry, of COs are responsible for coordinating daily issue and provision of passports, identification operations and planning CO development. The cards and driving licenses, etc, are delivered in COs are governed by their by-laws and rules of Cologne. Payments for services are made at the procedures, maintain stamps for authentication cash desks located in the CO. Many services are of the documents issued by the CO. Majority of delivered also online, through the official web- the German COs from time to time carry out site of the municipality5. citizen satisfaction surveys, on the basis of which CO operations are reviewed for improvement.

3 “Establishment of Citizen Offices in Armenia” Handbook, Yerevan 2011, pp. 7-9. 4 In some urban communities of Germany the COs are called Population Service Offices since these institutions do not deliver services to citizens of Germany only, but also to other inhabitants of the municipality (“Establishment of Citizen Offices in Armenia” Handbook, Yerevan 2011, pp. 7). 5 Official web-site of the city of Cologne, Germany: http://www.stadt-koeln.de/buergerservice. 12 13 In 2006-2017 GIZ supported the own initiative and expense, while the one in In Armenia, COs operate as incorporated in deploy the principle of one-stop-shop in establishment of COs in 26 municipalities Kapan was established with the support of the organisational structure of the municipal implementing their functions, and the services of Armenia. Echmiatsin and Yeghvard USAID6. administrations, and the CO personnel are are provided both in-house and online modes. municipalities established their COs at their administration employees on the staff-list. Most of the municipalities also operate a Hot Majority of the COs are located in the Line service. COs implement their functions administrative buildings of the municipal through Municipal Management Information The map below depicts the COs operating in the municipalities of RA. administrations, on the ground floors. COs System (MMIS)7 (see: Box 2 below).

Box 2: Brief description of the Municipal Management Information System

MMIS is a unified system of managing “Electronic document flow management” information enabling enhancement of sub-system; efficiency of operations implemented by local “Local population registry” sub-system; self-government bodies, improvement of “Registry of organisations” sub-system; the quality of services to make them more accessible and affordable to the citizens and “Human resource management” engage citizens in local government processes. sub-system; The major components of MMIS are set out Sub-system to manage functions of the below: LSG and staff secretary; Sub-system to manage and maintain “Municipal budget management” service procedures; sub-system; Online services; “Municipal property management” “Hot Line”, etc. sub-system; “Permits, local duties and fees Majority of the official web-sites of the management” sub-system; municipalities in Armenia are MMIS-based.

Figure 1: COs operating in the municipalities of Armenia

7 MTAD holds the entitlement in respect of the MMIS and is its owner. The system has been developed by the “Information Systems 6 List of COs operating in RA is annexed in the Appendix 1 to this Handbook. Development and Training Center” NGO. 14 15 Box 3 below is an example of the above as implemented in the CO of the city of Vanadzor (Lori marz).

Box 3: Descriptive information on Vanadzor CO

The Vanadzor CO was founded in 2017. It is located on the ground floor of the administrative building of the municipality, occupying a space of 84.2 m2 and is divided into three segments, namely: 1. reception; 2. waiting and consultations area; 3. service area. Below is the plan of the CO:

Figure 2: Entrance of Vanadzor CO

On entry into the CO, citizens appear in the reception segment. The receptionists are responsible for welcoming the citizens, responding to their questions, providing them with relevant information, guiding them to the respective counters, as well as receiving applications and notices from citizens and providing the replies thereto. In cases queues emerge, the receptionists offer the citizens to take their time in the waiting segment.

The waiting and consultations corner is located against the reception as an area Diagram 1: Plan of Vanadzor CO Figure 3: Reception, Vanadzor Citizen Office

16 17 assets are accommodative of the standards set for personnel and citizens to arrange service delivery in the best and most efficient manner. Each table at a service counter has two chairs at each side, one for the visiting citizen and one for CO employee. All counters are furnished with computers connected to the municipal general administration network and necessary office equipment. The service segment maintains also a payment terminal to facilitate the envisaged payments.

More than ten services are delivered in the Vanadzor CO handled by 10 service counters. The services delivered at each counter are listed on a placard placed on the table so that Figure 4: Waiting and consultation corner, the visiting citizens get oriented in the CO. Vanadzor Citizen Office Majority of the services are delivered through MMIS. Vanadzor CO operates also the Hot where CO personnel and citizens can hold Line service. discussions and consultations, applications and notices of the citizens can be received, blank forms filled out, etc. Additionally, this area houses an information stand with application forms and CO information leaflets and an information board where the services delivered by the CO, working days and hours (Monday-Friday, 09:00-18:00, lunch break 13:00-14:00) and contact details are indicated.

The service area is where the services per se are provided. Furniture and other office Figures 5-6: Service area, Vanadzor CO

18 19 Assessment and (or) collection of garbage disposal fees;

Data registration; Provision of information; 4. SERVICES DELIVERED BY COs Provision of consultations;

Provision of the decisions of the head of the municipality and the municipal council; Provision of services is the axis of CO other properties pertaining to the local operations and it preconditions the jurisdiction. Registration for an appointment with the head of the municipality. selection of the CO area and space, number of personnel, and technical refurbishment. Services delivered by the COs may be The scope of services, first and foremost, provisionally categorised on the basis of the The second category encompasses the The necessary, sufficient and up-to-date stems from the legislative requirements legal authority attached to the municipality services, which COs deliver to citizens in the information on the services delivered by COs posed to the LSGs and the functions and namely own, delegated and other. framework of the powers delegated to the are unified in service provision information 9 authority attributed to the LSGs. At the LSGs (issuance of passports, driver licences, cards . same time, the scope of services is directly The first category embraces the services and other certificates, registration of civil relative to the technical and technological derived from the powers and authority status, notary and cadastral services, etc.). The objective and essence of elaborating capacities of the municipality in question, of the LSGs. These include issuance of information cards are to supply as well as the number of population, reference notes, permits, assessment of The third category includes the services, comprehensive pivotal information about type of municipality (urban or rural) and local duties, fees and other charges, etc. which are delivered by other organisations various services. from the premises of the CO8.

The list of services delivered by the COs in RA is bulleted below: The information cards contain the following data:

Receipt of applications and notices from the citizens and provision of information on the 1. Name of the service; progress (including answers) in the developments related thereto; 2. Description of the service; Information about the LSG delivering the service; Provision of reference notes; 3. 4. Beneficiaries of the service; Issuance of permits; 5. List of documents in support of entitlement to the service; Assessment and (or) collection of property taxes; 6. The fee or duty rate, payment procedure and the legal basis for provision of the service; Assessment and (or) collection of land taxes; 8 COs may house branches of commercial banks, posts of electricity, natural gas, potable water supply and telecommunication companies, etc. Assessment and (or) collection of leasing fees; 9 Service provision information cards have been developed with the assistance of GIZ-supported community expert group. The Cards have been discussed with the representatives of Abovyan, Ashtarak, Meghri, Vanadzor, Sisian, Yeghvard, and Sevan municipal administrations and Assessment and (or) collection of local duties; approbated in several communities with the prospect of roll out in other municipalities. 20 21 7. Procedures of service delivery; SERVICE PROVISION INFORMATION CARD 8. Term of service delivery; Name of the Issuing permit to make retail trade of items made of precious metals in 9. Legal bases for service provision; 1. service specified locations within the administrative boundaries of the municipality 10. Final result of the service; The service is delivered to issue permits to business entities for the purpose 11. The channel to receive the final result of the service; Description of the 2. of making retail trade of items made of precious metals in specified locations service 12. Procedure to acquire consultancy on receiving the service; within the administrative boundaries of the municipality 13. Bases for rejecting the service provision; municipality The procedure to dispute the rejection of service provision. 14. Address: RA, marz,

Town/village ______Each information card is also furnished with specified locations within the administrative Street ______the blank form of the application or claim. boundaries of the municipality is presented Tel.: +374 ______3. Information on LSG The information card of the service of below, while the remaining information cards delivering the service E-mail: ______@ Web-site ______issuing a permit to make retail trade are attached to the Armenian version of the of items made of precious metals in Handbook10. Working Days: Monday-Friday Hours: __։__ - __։__ Lunch break: __։__ - __։__

Beneficiary of the 4. Natural person Legal entity service

1. Duly filled օut application. The application samples can either be provided by the staff employee of the municipal administration or downloaded from the samples’ database in the Information Section of the official web-site of the municipality; 2. The original of the state registration certificate of the applying legal entity, Documents subject to TIN, bank requisites; 5. submission to receive 3. The original of the state registration certificate and personal identification the service document of the applying individual entrepreneur; 4. The original of the document certifying the ownership or lease (or free use) of the operations address of the commercial facility;

5. The bill of local duty paid; 6. Reference on performance of obligations towards municipal budget. 10The most recent update of the Information Cards was implemented in March 2018 on the basis of the legislation of the time. 22 23 The local fee is collectible in accordance with the Resolution of the Final result of the 1. Decision of the head of the municipality and permit; Community Council No. ___-N, dated ______Assessment of such local 10. Service fee, service 2. Rejection of service provision in writing. legal basis and fee is based on the annual rate set for the given calendar year. The payment 6. of such fee shall be made prior to the receipt of the permit, in any bank, applicable payment The final result of the service is communicated to the applicant (or via proxy) procedure(s) ATM machine, cash desk, and onto the account of the municipality No. How to get the final 11. from the respective officer of the municipal administration. The document ______, indicating the purpose of the payment. result of the service authenticated by electronic signature may also be received via official e-mail. 1. The application shall be submitted to the respective officer of the municipal administration in person or via proxy (the letter of authorisation attached to Municipal administration the application). The application authenticated by the electronic signature ______division or ______officer may also be dispatched through the official web-site of the municipality. 12. Consultancy on service provision ✆Tel.: ______2. All necessary documents (see: Section 5 of this Information Card) shall be

submitted along with the application. E-mail: ______

Service provision 3. Originals of the mentioned documents shall be copied by the officer of the 7. 1. Submission of an incomplete package of document required for service municipal administration who makes a note on their authenticity with the procedure(s) provision; originals and return the original documents to the applicant. In case of Bases for rejecting necessity, the original documents may also be collected for specified period 13. the service 2. Incompliance of the submitted documents with the applicable legal of time. provision requirements; 4. The package of documents shall be handed in to the respective structural 3. Reveal of false information in the submitted documentation. unit or officer of the municipal administration.

5. A decision of the head of the municipality on the issue of the permit will be 1. Administrative procedure made or a written rejection will be provided. Dispute may be filed to the administrative body that accepted the application: a) within two months after the enforcement of the administrative act; Deadline for provision Maximum of 30 calendar days 8. of the service b) within one month after the first processing by the administrative body; c) within two months after standstill of the administrative body. 1. RA Law on Local Self-government (07.05.2002, LA-337); Disputing the results 2. Judiciary procedure 2. RA Law on Local Duties and Fees (26.12.1997, LA-185); 14. of service provision By filing a sue to the administrative court pursuant to the procedures defined Legal bases for 3. RA Law on Trade and Services (24.11.2004, LA-134-N), by the Code of Administrative Proceedings of RA 9. provision of the 4. Administrative Infringements Code of RA (06.12.1985); service 3. Disputes filed in accordance with theprocedure of superiority: against the 5. Resolution of the community council (establishing the rate of local duties and fees); actions carried out by officers assessing local duties shall be taken for scrutiny and decision made no later than within five working days upon the receipt of 6. Resolution of the community council (on procedures of registering local duty payers). the dispute in question.

24 25 Blank Application Form List of documents submitted

Attached Name of the document No (tick ✓) To the head of ...... municipality 1. Duly filled out application form

...... 2. Copy of the state registration certificate of the applying legal entity, TIN, and bank requisites

3. Copies of state registration certificate of the applying individual entrepreneur and personal identification document APPLICATION Copy of the personal identification document of the applying 4. TO OBTAIN PERMIT TO MAKE RETAIL TRADE OF ITEMS MADE OF natural person PRECIOUS METALS IN SPECIFIED LOCATIONS WITHIN THE The copy of the document certifying the ownership or lease (or free use) 5. ADMINISTRATIVE BOUNDARIES OF THE MUNICIPALITY of the operations address of the commercial facility 6. The bill of local duty paid 1. Title and type of the legal entity (organisation), or name, surname and tax identification number of the 7. Reference on performance of obligations towards municipal budget individual entrepreneur ...... 8. Other ...... In signing this application I herewith do not object and hence agree that in order to receive the service I am 2. Actual address of the organisation or individual entrepreneur applying for, the municipal administration processes and uses my personal data...... I am aware of the rights established by the RA Law on Protection of Personal Data...... I prefer to receive the documents and/or notifications associated with the provision of the 3. Address of the location where operations are implemented, type of building, telephone number and service I am applying for through: other contact details electronic mail ...... hand delivery through signature of receipt ...... ordered letter

4. Name of the product, for which the permit to trade is applied for ...... Applicant: ______...... (signature) (name and surname of the applicant in letters)

5. Term of the permit ...... 20.... (indicate the requested term) 26 27 Information cards save time of the citizens From the perspective of the LSGs, 4.1. Levels of service delivery by making sure they have all necessary Information Cards are the instruments to documents when claiming the service(s), be convey systemic and simplified nature to aware of the full time-frame of service their administrative actions needed for Services delivered in the COs may provisionally be grouped into two levels, namely, provision between application and final service delivery. In particular, introduction information and transaction. result, know whom to address for of Information Cards enables the municipal consultancy and dispute the decision in case administrations to: The first, i.e. the information level, implies example, the application of a citizen seeking the outcome is not satisfactory. provision of information to the applying a permit and the related documents are citizen (procedu-res to acquire a permit, handed in to the respective structural unit obligations on property or land tax, etc.). or officer of the administration. On the Review internal procedures towards making their services more convenient and least At this level, services are delivered to the basis of the submitted package a written time-consuming for the citizens; citizen in the framework of one single visit decision of the head of the municipality and on the basis of their verbal claim, with on approval or rejection will be issued Make the Information Cards the major instrument of communicating necessary no requi-rement of submitting documents in writing. At this level, service provision information on the delivered services; applied. may take reciprocation by the municipal administration and – in contrast to the first Make meaningful distribution of roles among the CO personnel and secure The second, i.e. the transaction level, implies level – may require more than one visit of interchangeability thereof; reciprocal process of service provision. For the applying citizen to the CO. Fix the respective duties and responsibilities in the job descriptions of employees of the municipal administration in the part associated with services delivered to citizens;

Plan capacity building measures for the staff; 4.2. Channels of service delivery

Information Cards are administrative instruments of the municipal administrations hence the forefront of their improvement, accommodation, amendment and modernisation is the Services in the COs may be delivered through several channels and selection of any particular one(s) municipal administration. depends upon the nature of services, available human and material resources, as well as geographic specificities of the municipality in question. Services may be delivered through the following channels: stationary, mobile, online and free-standing kiosks.

Stationary services are those that are for the services, which require validation accessible in the CO premises hence of documents or are related to data require physical presence of the citizens. (information), which may not be provided This channel is particularly applicable along any other channel.

28 29 11 Mobile services are delivered outside the with limited capacities. In these cases, CO Box 5: Delivery of online services through MMIS COs, namely in the residential or work officer should carry a mobile terminal post, addresses of citizens, or in hospitals, including a laptop, printer and scanner, MMIS provides an opportunity to arrange communication between the citizens and the municipal military units, penitentiaries, etc., if and as well as other necessary equipment administration in a virtual environment saving time for both parties. By using MMIS, the citizens when necessary. This channel is also depending on the scope of services are able to: deployable for elderly people and people delivered. File applications or quests and follow the progress; Follow the information on property and land tax obligations and payment schedule and Box 4: German and Georgian experience in mobile service provision receive reference notes; Mobile Service to Population (Mobile are delivered in 1000 rural municipalities. The Follow the accrual of obligations on rented assets, payment schedule and receive reference notes; Bürgerdienste - MoBüD) project was developed Project is implemented with involvement of 71 Make assessments of local duty payments against issued permits; in Berlin in 2002-2005 and is currently in use. It vehicles of the Liberty Bank, the vehicles called Receive information on administrative services delivered by the LSGs; enables realisation of service relations between Express Community Centres (see: Figure 7)13. Participate in discussions of drafts and legal acts of the LSGs; the government agencies and citizens through Watch online broadcasting of community council sessions, follow the statistics reflecting on the Internet and mobile technologies. MoBüD enables citizens to receive services at home, actions of the community council members (such as voting, absences, etc.), address the latter, etc. workplace, or other prescribed locations12.

Effective 2015, “Increasing Accessibility to Delivery of online services increases the efficiency and transparency of the municipal Public Services through Express Community administration and contributes to the enhancement of citizen participation. Centres” Project is implemented in Georgia, in the framework of which more than 200 services Figure 7: Express Community Centre vehicle Telephone services may have a significant channel enables citizens to receive necessary role in facilitating the process of providing information on the services delivered by the information. First of all, telephone COs, applied procedures and community Mobile services are applicable in the context of administrative and territorial reforms and may communication may serve as a Hot Line events, register an appointment with the extend the delivery of administrative services to the settlements of consolidated municipalities. service to file issues, complaints and head of the municipality, etc. proposals of the citizens. Secondly, this Online services are delivered through web- progress, receive answers, track information sites, electronic mail or other electronic on tax obligations and payments, as well as Box 6: Centrelink initiative of the Australian government resources and enable citizens to file make online payments, obtain consultancy applications and (or) quests, follow their and information of different type. In 1997, the Australian government developed an of channels, such as 313 stationary service initiative called Centrelink with the objective to points, 3 mobile centres, 25 telephone centres 11 Currently, this channel is not implemented in Armenia, but in appreciating its importance and convenience for the intended beneficiary and unify delivery of public services. Currently, this and an Internet portal. 33m phone calls and 11m taking into consideration its use in other countries (see: Box 4), the description of this channel in this Handbook may hint the decision-makers to undertake steps towards its embedding and usage. initiative is in operation to deliver hundreds of letters reflect the annual operational volume of 14 12 “Establishment of Citizen Offices in Armenia” Handbook, Yerevan 2011, pp. 10. local - and state-level services through a variety the Centrelink . 13 Source: “Increasing Accessibility to Public Services through Express Community Centres”, http://sda.gov.ge/?page_id=9002&lang=en։ 30 31 Free-standing kiosks are used primarily for citizens into the CO and the time invested The strengths and weaknesses of the five channels of service delivery are set out in the Table 1 below. making payments of property, land tax for provision and receipt of services, obligations, garbage disposal fees and other consequently reducing the workload of obligations without direct contact with the the CO staff. Installation of kiosks outside Table 1: Strengths and weaknesses of service delivery channels in the COs CO staff. Such kiosks may be installed in the the premises of the COs enables citizens CO premises, as well as other public places. to make use of the services beyond the Service provision This option allows curtailing the flow of working hours of the COs. channel Strengths Weaknesses

Services are centralised in one In case of high demand, service Box 7: Poupatempo Project in Brazil place provision may be time-consuming

The government of São Paulo state of Brazil 10 stationary and 7 mobile offices, a telephone Stationary Numerous services may be Queues may emerge delivered implements a Project called Poupatempo centre, Internet portal and payment kiosks. Requires investments to establish (Time Saver), in the framework of which Combination of these channels yields 75 000 physical infrastructures more than 400 administrative services are services delivered per day15. delivered through various channels, including Convenient for population in Requires advanced technical and larger and (or) multi-settlement technological infrastructure and Mobile municipalities and people with adequate skills special needs The above described channels are applied efficiency of services for the beneficiaries, in different countries. Selection of specific as well as the realities of the municipality, Less costly Requires advanced technological channels or combination of their components properties of legal, administrative and other infrastructure should be first of all determined by regulatory systems in place. Online Convenient to receive services considerations of convenience, swiftness and without visiting the CO Unavailable for people with no Internet access

Accessible to majority of citizens Provides for restricted number of services Telephone Convenient to receive services without visiting the CO Time-consuming for CO personnel

Time-saving for the citizens Requires advanced technological infrastructure Free-standing Convenient in case of services kiosks without a need of assistance by the CO staff

14 Source: “Centrelink Annual Report 2009-10”, Commonwealth of Australia 2010, https://www.humanservices.gov.au/sites/default/files/docu- ments/centrelink-annual-report-0910-full-report.pdf: 15 Source: Annenberg D., “Poupatempo Program: The Citizen Service Center and its Innovations”, Powerpoint presentation, http://sitere- sources.worldbank.org/INTEDEVELOPMENT/Resources/2006-Poupatempo_FINAL_FINAL.ppt 32 33 5. ORGANISATIONAL STRUCTURE OF COs Box 9: Case of Citizen Service Centre in Moravská Třebová, Czech Republic

This Citizen Service Centre of Moravská Třebová number increased to 24, most of which were The organisational structure of COs is first of all preconditioned by the status the municipal urban municipality of the Czech Republic delegated by the government. As operations administration attaches to it. Subsequently, two models of CO organisational structure may be used to be embedded in the local government expanded, the organisational structure of the identified: organization as section of the department of Centre changed in 2009 to become a separate Internal Affairs in 2003-2009. The head of the department of the municipal administration, CO as a unit formed of employees of CO personnel reports to the respective section was subordinate to the head of the whereby the head of the Centre directly reports various structural units of the municipal head of unit or the staff secretary, and no department of Internal Affairs. In 2003, the to the mayor16. administration: within this model, CO hierarchic structure is realised in the CO. Centre delivered 5 services, while in 2009 their does not possess any organisational or In this case, the CO acts as a cooperation legal status. The CO staff consists of the platform for various structural units. Within employees of various structural units of this model, CO may have an informally In defining the organisational structure of the the front office is the CO per se, while the the municipal administration, who deliver appointed coordinator or manager. Majority CO, municipal administrations must take into back office reflects structural units of the services to the citizens from a single of the COs established in Armenia apply account the human, financial and technical municipal administration. The CO is an location, i.e. the CO. Each member of the this model. resources at their disposal and select the intermediary between the citizen and the most relevant and appropriate model structural units of the administration. At necessarily preconditioning the selection with the same time, the CO handles all issues Box 8: Case of Abovyan CO the considerations of its convenience to the raised by the citizens within its statutory Abovyan CO was established in 2016 and it is Organising regular operations of the CO; beneficiaries. powers and functions, while those requiring not a structural unit of the Abovyan municipal Coordinating compliance of the CO personnel more scrutiny and further processing are administration. General management of the CO with the general disciplinary rules of the Irrespective of the structural model selected, communicated to the respective structural operations is implemented by the staff secretary, municipal administration; the most important issue is the efficient units and the progress is tracked by the CO. and one of the CO employees is instructed to Providing answers to questions of general interaction and cooperation between the Moreover, the CO is the unit, which provides CO and the municipal administration. In the final results of applications/notices’ act as the CO coordinator, whose functions are nature raised by CO visitors; various countries front and back offices are processing to the citizens. defined and approved by the “Rules of Procedures Filing proposals on equipment and technical operational units of the COs. In essence, of Abovyan Municipality”. The functions include: resources of the CO, comfort of the working conditions in the CO, etc.

CO as a constituent structural unit of the secretariat of the municipal administration municipal administration: within this model, operates according to the one-stop-shop the CO is an autonomous unit maintaining principles and provides services to population a status of a division, a stamp, a head, and (receipt of applications and notices, providing staff according to the staff-list. This model answers thereto). It is located on the is used only in Vedi CO. In Armenia, an ground floor of the building of municipal individual case is Kapan CO, whereby the administration, in a dedicated office. 16 Source: “How can we help you? A toolkit for establishing a local government one stop desk”, VNG International 2010, p. 25. 34 35 The diagram 2 below depicts organisation of the training process18:

6. TRAINING OF CO PERSONNEL Training need assessment A pivotal and decisive precondition for Training of the CO staff should be viewed efficient operation and performance of in the context of training strategy of the any CO is the presence of qualified and municipal administration as a whole Monitoring and Programming committed personnel, since the primary and that of civil servants in particular. evaluation of the and preparation training results of training instance of communication between the LSG The approach should be based on needs and the citizen is the very CO. Professional assessment implemented in conformity properties of the personnel is the factor with the systems, procedures and rules upon which satisfaction of citizens with the enforced in the country17. Application of knowledge and skills Delivery of training operations of the CO and trust towards the obtained through municipal administration depends. The primary goal of training the CO training personnel must be the improvement of CO employees are civil servants or other performance hence clear definition of the officers of the municipal administrations. professional development objectives and Diagram 2: The process of organising training for the CO personnel goals is crucial. Proper selection of the CO personnel requires analysis and evaluation of the In the process of planning and implementing a) Development of professional (technical) proposed functions of the CO employees, the training of CO personnel it is necessary knowledge and skills infers improvement of as well as development (review) of job to take into consideration the existing capacities stemming from responsibilities and descriptions (so called position passports). professional (technical) knowledge and skills, qualifications fixed in the job descriptions of Job descriptions must immediately set as well as computer literacy and customer employees and development of knowledge out the functions assigned to a post service capabilities. Prior to providing a and skills; and embrace detailed description of description of these capacities, it is worth responsibilities, as well as the eligibility mentioning that the skills set out in the b) Development of computer skills promotes criteria in terms of qualifications (knowledge subsequent lines are to replenish the improvement in quality of the service and skills) attached to the post. requirements fixed in the job descriptions of delivery. In parallel with the basic knowledge the CO personnel. (e.g.: command of Microsoft Office tools),

17 Certain approaches have been proposed by GIZ in its “Methodology of Training Needs Analysis” and “Stock-Taking of Training System for Civil Servants” publications. These documents may be of tangible significance for those who genuinely strive for smart and justified training in their 18 “Stock-Taking of Training System for Civil Servants”, GIZ, Yerevan 2017. municipalities with the final objective of securing quality service delivery and citizen satisfaction. 36 37 it is necessary to deliver trainings on the and ethical aspects of the performance 6.1. Knowledge management and internal communication information management systems installed of the CO personnel and efficient and operated in the municipality (MMIS and communication skills have significant other); influence on the reputation of the CO Enhancing efficiency of CO operations of the personnel with the head of the among local population. Hence, it is needed necessitates providing for knowledge municipality, the structural units and other c) Development of communication skills to develop the code of conduct and clear management with personnel of other COs employees of the municipal administration is of crucial importance for successful ethical norms for the CO personnel and and representatives of sector organisations were organised at some regularity. Such performance of the CO as well. Behavioural track compliance therewith. (non-governmental and international meetings may have positive effect on institutions, consultancy firms, etc.) through general working environment contributing meetings, debates, workshops, exchange to constructive discussions and handling The major aspects of trainings to be delivered to improve communication skills of the CO of visits, and online fora. These enable challenges and necessary changes in the personnel include the following: familiarisation with best practices and work of the COs. exchange knowledge, as well as shape skills of communicating with clients; sound environment for improvement of the Another methodological and organisational CO operations and performance. resource is the MTAD, which is the specifics of communicating on individual service delivery; instructor of the idea of the one-stop-shop Securing internal communication in the principle of service delivery and the MMIS municipal administration is an important owner responsible for their execution and ability to properly listen to the claims of the clients and provide respectful and accurate prerequisite for planning and implementing efficiency. Thus, the MTAD is naturally the feedback; daily operations of the CO. The CO primary resource that can support the LSGs performance will hugely benefit if meetings in both strategic and technical matters. distant communication skills;

orientation and conflict management skills in complex situations, etc.

38 39 7.1. In-house and sourced out monitoring

In-house monitoring is implemented with Selection between in-house or sourced- 7. MONITORING AND EVALUATION OF CO the internal resources of the municipal out monitoring depends upon the strategic PERFORMANCE administration. This is an appropriate daily approaches of the municipal administration and usual modus operandi of any organisation, and the available resources. In making the which enables identification of shortcomings selection, it should be born in mind that The objective of monitoring CO performance defined by the municipal administration. and causes with a view to remove those in a in case of sourcing out the monitoring the is to collect and analyse relevant information The credibility and participatory nature of timely manner. relevant Terms of Reference should envisage and data in order to understand and both monitoring and evaluation will tangibly combination of the two techniques (types). evaluate the efficiency of CO operations, benefit from active civic engagement. Outsourced monitoring means inviting external Both quantitative and qualitative indicators identify and scrutinise determinants and specialised institutions and assigning them should be defined for the implementation causes for its successes and failures, as well Monitoring should be implemented through with the task of monitoring and evaluation of predefined components of the CO of monitoring. Appendix 2 sets out an as deviations from the planned benchmarks, numerous and multifarious techniques performance. This type of monitoring requires exemplary form of monitoring table undertake remedy measures. Thus, and tools. In the case of COs, the most envisaging adequate expenses. Its advantage, designed as a support material for monitoring will contribute to enhancing the widespread, conventional and simplified however, is the higher degree of objectivity in municipalities to draw their own monitoring efficiency and quality of service delivery, and two are recommended, i.e. in-house or drawing the resulting assessments. and evaluation format. the degree of satisfaction among population sourced out monitoring, and the citizen with the CO performance. feedback. Box 10: Defining qualitative indicators of monitoring

The instruments, data sources and frequency With a view of coordinated action, the COs For example, the maximum duration of the of CO monitoring and evaluation is be are entitled to define qualitative indicators provision of some services may be fixed at 10 applicable to service provision. These minutes and the values continuously recorded indicators are to help outline the improvements in order outline the actual duration. Positive and changes in operations of the COs, value will mean that the CO complies with the implementation of the statutory works and quality criterion. compliance with the established procedures.

Monitoring may be implemented through and secondary (collection of statistical data, both primary (monitoring of the scope and review of information on data, financial frequency of service delivery, assessment and other statements and reports available of data accessibility and comfort of the CO in the electronic resources) surveys. The premises, focus groups with citizens, etc.) collected data and information should be

40 41 scrupulously explored to identify correlations COs should regularly register various and issues of highest concern observed in pieces of information on their operations CPAS employee about the delivered services. This of works (including work schedule), selection CO operations. In drawing a summary, it to identify necessary changes and method may also be applied electronically or via of premises (accessibility), quality of service is necessary to compile a comprehensive improvements. Such information include: telephone communication. Evaluation is affected delivery, efficiency of collaboration with the 19 monitoring report, which should include the by the comprehensiveness, clarity, organisation back office, etc. Monitoring exercises should identified challenges and problems and the and swiftness of the provided information. The end in a report, which should include evaluations recommended remedy actions. second visit will be held in the cases when – and tailored proposals of improvement of the for any reason – it was not possible to collect CPAS under review. Number of visitors; the desired information. In such cases, a prior agreement should be reached with the CPAS Rejection by CPAS personnel to provide any Sex and age of the visitors; personnel staff on the visit. information required for monitoring will generate Types and number of services delivered per day; the minimum scoring. The same rule applies Number and number of telephone calls per day; The collected information should be reflected in to rejection to provide requested information the questionnaire, where evaluation is carried electronically within five days. Time invested to the delivery of each service; out along several criteria, such as organisation The peak hours during the day and the busiest days in the week, etc.

Box 11: Note on the monitoring system applied in Administrative Service Centres of the Ukraine 7.2. Citizen feedback The Ukrainian equivalents of COs are the Centre summarised in the subsequent paragraphs. for Provision of Administrative Services (CPAS, Through collection of public sources (primarily Центр надання адміністративних послуг). electronic resources) and on-site visits by Their monitoring and evaluation are implemented independent experts, it is necessary to explore An integral part of monitoring is the to focus on those aspects of improving to assess compliance of their operations with the degree of convenience of the CPAS premises feedback of the citizens. The responsibility for service delivery, which have the utmost the Law on Administrative Services and the for both the personnel and the clients (including obtaining such feedback lies with the staff positive impact on the degree of citizens’ principle of one-stop-shop service delivery, as handicapped), document circulation and internal secretary although eventually the head of the satisfaction. well as shape proposals on improvements of their communication arrangements etc., and then municipality is the final responsible official performance. review the legal framework regulating operations for monitoring. At the same time, citizen feedback enhances of the CPASs in addition to service provision citizen participation in local governance The publication “Establishing a Centre for information cards. Receiving citizen opinion on CO performance and administration. The following three Provision of Administrative Services in enables better understanding of their methods of surveying citizens’ satisfaction is United Territorial Communities: Collection Monitoring suggests at least one visit per CPAS expectations and introduce necessary proposed herewith: of Methodological Materials” («Створення (two experts per visit, if possible). Normally, improvements. Consistent studies enable центрів надання адміністративних послуг the visit is not preannounced, and research is в ОТГ: Збірник методичних матеріалів») carried out according to the secret client method published in 2017 sets out the monitoring model in the attempt to check the awareness of the 19 For more details see: “Створення центрів надання адміністративних послуг в ОТГ: Збірник методичних матеріалів”, Київ 2017, pp. 92-98, http://old.decentralization.gov.ua/pics/attachments/Stvorennya_CNAP_v_OTG_versiya_19.06.2017.pdf. 42 43 1. Citizen satisfaction survey; Citizen Office of______municipality 2. Collection and analysis of citizen feedback; Citizen feedback form 3. Meetings of citizens with the representatives of the municipal administration. Please use this form to provide your feedback about the performance of the municipal a) Citizen satisfaction surveys enable b) Collection and analysis of feedback filed administration. If you wish to receive a response, please fill in your data. Your feedback to outline a general degree of citizen by citizens; the effective application of will be reviewed and you will be notified within 15 days. If you do not wish to receive a satisfaction with the services delivered by this option allows the LSG to receive the response, leave this form anonymous. the CO, performance of the CO personnel, citizens’ feedback on CO performance and other aspects of the CO operations. and other municipal issues and improve Name, surname: ______Such surveys must incorporate quantitative daily operations of the CO. Implementing Telephone number: ______questionnaires, indepth surveys, focus such reviews requires offering leaflets and E-mail address: ______groups and other techniques using boxes in a visible and accessible section of Address: ______semistructured interviews, interview/focus the CO premises, through which citizens group guides, etc. The received quantitative are capacitated to communicate their ……………………………………………………………………………………………………………………..……………… and qualitative data are to be analysed and complaints and proposals to the municipal ………………………………………………………………………………………………..…………………………………… the results published on the official administration and receive answers …………………………………………………………………………..………………………………………………………… ……………………………………………………..……………………………………………………………………………… web-site of the municipality and in the within reasonable timeframe. This type ………………………………..…………………………………………………………………………………………………… CO in the form of posters. Taking into of communication between the citizen …………..………………………………………………………………………………………………………………..………. consideration that citizen satisfaction and municipal administration can be ………………………………………………………………………………………………………..…………………………… surveys require substantial human and consistently carried out because it does not …………………………………………………………………………………..………………………………………………… material resources, they can be held on a require extensive resources or work. ……………………………………………………………..……………………………………………………………………… biennial basis with the objective to outline ……………………………………………………………………………………………………………………….……………. the long-term development outlook and A sample form of citizen feedback is proposed below. ……………………………………………………………………………………..……………………………………………… milestones of the CO. …………………………………………………………………………………………………………………………………….. Appendix 3 to this Handbook sets out a sample questionnaire for citizen THANK YOU FOR SHARING YOUR OPINION WITH US satisfaction surveys.

Our contacts: Telephone: ______E-mail: ______Address: ______

44 45 c) Direct or online meetings with establishment of an environment enabling representatives of municipal administrations: closer contact between citizens and the this is an informal method of collecting municipal administration. Interpersonal feedback of citizens on CO operations. communication fosters more comprehensive During such meetings, citizens are invited and open expression of opinions of the 8. PROCEDURE OF CO ESTABLISHMENT to articulate their opinions on the CO citizens in respect of the operations of the operations and raise proposals on their municipal administration in general. improvements. This method promotes Establishment of COs requires planning, A scheme is inserted below with the objective implementation and oversight. The more to assist LSGs in organising the tasks to thinking and consideration are invested in establish COs. These tasks are divided into 7 Box 12: Citizen opinion poll in Ukraine the planning phase and the broader and major phases: The Citizen Service Centre of Romni urban balls and the third is empty. Citizens express deeper are the existing experiences explored, municipality, Sumi administrative regions, their opinion by putting in orange (positive) the swifter will be the implementation phase. Ukraine, applies a different, simple and or white (negative) balls into the empty vase. interactive method to receive citizens’ opinions Proportion of the orange and white balls on the operation and performance of the visualises the general opinion of the population Centre. Three vases are placed in the Centre, at large20. Approve the Monitor, one containing orange balls, the other white Assess the Hold Approve the Install Launch the CO structure, select evaluate and context discussions list of services infrastructures and publicize and train staff improve

Diagram 3: Major phases of CO establishment

Brief descriptions of all 7 phases are set out in the subsequent paragraphs.

20 Source: “How can we help you? A toolkit for establishing a local government one stop desk”, VNG International 2010, p. 25. 46 47 8.1. Assess the context 8.3. Approve the list of services

The first phase of CO establishment is the CO and then to assess the preparedness of Assessment of the current situation and results already operating in Armenia (in compatible study and assessment of the need, feasibility, the LSG to implement such changes. In this of discussions should be used to streamline municipalities), including by comparison available human, financial and material phase, it is necessary to also analyse the and approve the provisional list of services to of the lists of services planned in the given resources and the legislative framework. It scope of the to-be-delivered services and the be delivered through the CO, including the municipality with the peers elsewhere. is necessary to have a clear picture of the channels of delivery and make a preliminary delivery channels. Both the list of services Scrutiny of available resources, such as scale of changes pivotal to establishment of choice of CO premises. and the delivery channels will undoubtedly experiences and knowledge of professional be subject to adjustments to respond to the organisations, MTAD, donors, etc. is also In this phase, it is necessary to: changing realities. An important role in this crucial at this stage in terms of pooling more phase is attributed to the experience of COs information. Assess the need and feasibility of CO establishment, outline expectations of the citizens, and the complexities associated with the receipt of the anticipated services; Define the mission and vision of the CO, which will guide the unit through its future 8.4. Approve the structure, select and train the staff operations and development;

Evaluate human, financial and material resources available in the municipal administration; This stage takes streamlining the organisa- each CO employee, and compilation (update) Construe the list of services delivered by the municipal administration, evaluate and tional structure of the CO, selection of per- of their job descriptions, planning and delivery identify the preliminary list of those to be delivered through the CO, as well as the sonnel and approval of the staff-list, analysis of training events. This phase is well detailed personnel responsible for service delivery; and establishment of functions assigned to in the Sections 5 and 6 of this Handbook. Make a preliminary selection of the CO premises 8.5. Install infrastructures

8.2. Hold discussions Based on the existing progress, it is necessary construction, renovation and refurbishment. to start the phase of planning and installing The subsequent sub-phase includes Assessment of the context should be followed In this phase, the role of the citizens is technical and technological infrastructures, establishing the computer network and by holding discussions with citizens, municipal particularly important. Consultations with which may be divided into two sub-phases, necessary settings in accordance with the institutions, civil society organisations, other citizens may be held through opinion polls namely [1] construction and refurbishment, technical specifications as in the estimate local interested parties, as well as other and/or public discussions. These will promote and [2] acquisition and installation of and design documents, and installing the municipalities where COs operate on the idea communication between the LSG and citizens, equipment and tools. equipment (computers, printers, copiers, of CO establishment, anticipated changes, and enable citizens to contribute to the scanners and telephone sets, network structure, list of services, procedures and other reforms planned in their community. Moreover, When the services to be delivered and equipment and other technical tools). issues. Such discussions may significantly these consultations will serve as a public delivery channels are defined, as well as facilitate the process of CO establishment, awareness campaign by notifying citizens on the COs are staffed, it is appropriate to This stage is thoroughly discussed in and make it overly comprehensive and the objective, goals, mission and advantages of embark on development of estimate and Section 10. participatory. the CO. design documents, and implementation of 48 49 8.6. Launch the CO and publicize 9. REFLECTING CO ESTABLISHMENT AND COMMISSIONING IN THE MUNICIPAL PLANNING DOCUMENTS In this phase, it is necessary to notify municipality. Citizens should be notified local population at large on the launch of about the current progress in implementing CO establishment is a programmatic commissioning of others are tasks to be the CO operations with the objective to CO establishment and commissioning initiative per se. For the time being, the addressed in the upcoming periods. ensure active civic engagement. One of programme with the objective to secure COs in Armenia have been primarily the components of the CO commissioning transparency of CO operations by publishing programmed, designed and commissioned CO establishment should be envisaged is the official inauguration of the CO with reports and statements on the works, with the support of various international through the municipal tools, i.e. five-year the relevant announcement placed on results of monitoring, achievements and organisations. Establishment and municipal development plans, annual work the municipal web-site and public places news on CO operations. It would be plans and budgets. inviting citizens, and representatives of the appropriate to engage community council government and mass media (local and members and administrative managers Stipulating CO establishment and commissioning in the above mentioned administrative and national). (in the case of enlarged municipalities) programming tools of the municipalities is beneficial from a number of perspectives, in particular: in the awareness events and measures It is desirable that communication materials and coordinate distribution of roles and leaflets elucidating on the COs were therein. In planning and implementing Programmatic bases for the CO operations Municipal administrations are equipped disseminated among the population and awareness campaigns it is crucial to take are laid; with justified financial and technical the information on services delivered by the into consideration the works set out in the fund-raising to facilitate implementation CO is posted on the official web-site of the Section 8.2 of this Handbook Both LSGs and population at large become of the planned activities; aware of the COs from the time of their inception thus making future awareness The degree of responsibility among and monitoring works substantiated and the implementers is enhanced towards targeted; timing, programm-ing and identifying financial and other resources for the CO 8.7. Monitor, evaluate and improve Citizen participation techniques and establishment and commissioning; tools provided by the five-year municipal development plans and annual works The implementers get more time to It is necessary to apply accountability and significantly improve service delivery by plans are thus enabled to address many better plan major activities on the oversight mechanisms in respect of the CO COs. Other important details related to this issues and challenges from the outset of one hand and secure awareness of operations, which include regular monitoring phase are set out in the Section 7 of this the process, which contributes to smooth population, collect and consider their and evaluation. Such mechanisms may Handbook. and coordinated implementation of the constructive proposals on the other; pertinent works and measures; Finally, this approach enables Incorporation of the CO associated consolidating the entire community expenditures in the budgets instils trust around a common initiative in parallel both among the implementers and local with enhancing trust towards LSGs in a population; substantiated and meaningful manner.

50 51 Accessibility for the citizens: it is Expected number of personnel: adequate recommended to locate the CO on the working space should be provided for the ground floor of the building of municipal staff administration, as close to the main 10. CO PREMISES, FURNISHING, CONSTRUCTION WORKS AND entrance as possible. If impossible, the CO Expected number of visitors: the number TECHNICAL SUPPLIES should be located in the adjacent building of population and growth trends and the nearest to the municipal administration. possible enlargement of the municipality The CO should be accessible for all citizens. should be taken into consideration. Physical installation is one of the most construction and furnishing works, several Therefore, it is important to install a ramp Linkage between the front and back offices: important steps in establishing COs. Locating, diagrams with respective descriptions are for wheel-chaired customers. location of the CO should enable effective arrangement of premises, construction works, presented. However, each municipality and efficient collaboration linkages of disposition of furniture and equipment are all should tailor all proposals to its capacities The scope of services to be delivered: due the CO with the structural units of the vital for creating a comfortable environment and needs as well as aim for improvements consideration should be given to possible municipality for customer service and increasing the in line with the imperative to increase the expansions, hence design adequate efficiency of service delivery. quality of service delivery. premises for the CO.

The following paragraphs include main proposals on establishing the CO infrastructure. In order to facilitate the 10.2. Design of CO entrance

It is recommended to make the CO clearly identifiable versus other segments of the municipal administrative building in order to make it easily noticeable and accessible for the citizens. For 10.1. Selection of CO premises this purpose, information signboards may be posted next to the CO entrance. The signboards should contain the following information.

The CO is the primary platform for and arrangement of the CO premises is the CO title; communication between the citizen and pledge for further efficient performance. the municipal administration and the most Comfortable environment and pleasurable List of delivered services; visited place in the municipal building by the design may have positive effect on the Address; citizens. Hence, the appropriate selection overall image of the CO. Working days and hours; Official web-site of the municipality; In making a selection of the CO premises it is necessary to take into consideration the following factors: CO contact details (telephone number(s), Hot line, e-mail address); Other information.

52 53 The figure below depicts the signboards posted next to Alaverdi CO entrance. 10.3. CO structural divisions

With the objective to facilitate service provision to citizens it is recommended that the following three sections were planned and installed in the CO premises:

1. The reception should be located as close It is desirable that different sections are not to the CO entrance as possible, since separated from each other, or – if even so – the reception employee is responsible separated only with glass partitions so that for greeting the citizens, listening to the the entire premise was perceived as a one purpose of their visit, answering the single area with the service counters were questions and, if necessary, guiding them visible from both the reception and waiting to the respective service counter. The area, and the employees of the CO easily reception also delivers some services, communicated with each other during the such as receiving applications/notices and working process. This is the principle the returning answers, pro­viding information, constructors complied with when planning, etc. If queues emerge, the reception designing and establishing the CO in the rural employee is also responsible for managing municipality of Amasia in Shirak marz (see: it. Especially in large municipalities a queue Figure 9). management system may be installed in order to better deal with the issue.

2. The waiting area is a space to wait for service delivery, fill in applications, notices Figure 8: Signboards posted in Alaverdi CO and forms, providing consultations, holding discussions between the CO staff and The signboard containing the name of the and other information may be posted inside citizens, etc. CO should be posted next to the entrance, the CO, desirably in the waiting area (if while the signboard with the list of services available) or in the reception. 3. In the service area all service counters are located and the majority of services are delivered to the citizens. The board is usually made of organic glass and attached to the wall with nickel-plated cylinder- shaped particles and hidden screw. The basis of the signboard may be colourless or of some colour depending on the architectural setup of the CO.

54 55 Below diagrams of reception tables are presented along with technical descriptions.

The length of this table should be more versus other tables so that necessary equipment can be placed on it.

The facade of the table can be fur-nished with a small shelf for placing things, while a plant-pot may be placed in the lower part of the table.

The recommended size is 1700-2100 (length) x 850 (width) x 750/1200 (height) mm. The height from the visitors’ side is 1.2 m.

Diagrams 4-5: Samples of CO reception tables

Samples of chairs designed for the reception employee and other CO personnel are presented below. Figure 9: The Amasia CO

Depending upon the physical capacity and Arranging the reception The personnel chairs should be wheeled, with a high-quality mechanism and a regulation for the need, telephone centre, information and seat height and inclination of the backrest. The resource centre, consultations area, etc. may Upon entering the CO, the citizens find soft parts should be made of fabric (preferable be added upon in the COs premises. themselves in the reception. Hence, it is desirable to visually set the reception apart options are net or artificial leather). The carcass should be made of metal (nickel or chrome) or from other CO areas. A large and high table plastic. The optimal depth of the seat is 50cm. might well serve this purpose.

Figures 10-11: Samples of CO employee chair 56 57 Arranging the waiting area It is desirable to design When designing a CO, consideration should be given to the expected number of visitors and either a showcase with secure utmost comfort for the citizens. pockets for various blank forms, information and other materials or a The waiting area should be equipped with chairs (arm-chairs if possible), as well as a table free-standing board. where applications and other documents could be filled out. Below pictures of both a showcase and a free-standing board are The recommended size is 500-1700 (width) x presented. 500-600 (depth) x 600 (height) mm. Depending on the architectural solutions, chairs designed for the service area or other chairs may be placed along this table.

Diagram 6: Table of CO waiting area

Figure 14: Showcase posted in Shinuhayr CO The figures below depict the waiting areas in Artashat and Ashtarak COs.

The free-standing board is designed for announcements, various blank forms (6 pockets for A4 papers) and booklets (2 small pockets). This should be made of Plexiglas. The pockets should be transparent, while the background of the board should comply with the CO architectural design.

Figure 12: Waiting area of Artashat CO Figure 13: Waiting area of Ashtarak CO Diagram 7: Free-standing board 58 59 Each service counter should be furnished with the following furniture and items: In case of architectural limitations, each of the pockets can be prepared a A desk placed separately (without common background), but next to each other. They Recommended sizes are: may be attached over the facade of the reception table a) 1700 (length) x 850 (width) x 750 (height) mm (see: figure 15) or the wall adjacent to the reception. b) 2100 (length) x 850 (width) x 750 (height) mm, when laser printer is placed on the table (contingent to the restrictions posed by the space of the room)

The length of the table may be less depending on the architectural restrictions, but whenever possible it is recommended to provide for the above sizes for functionality considerations.

The table must have underwear drawers (width Figure 15: The table of Artashat CO reception equipped with pockets of up to 40cm) and one common shelf for a computer and a UPS (width of up to 40cm).

Width of the free space beneath the employee’s Diagram 8: A desk for service counter employee table should be no less than 90cm. The front A computer connected to the municipal Arranging the service area panel of the table must be opaque, and the network and the Internet may also be cover panel must overrun the front one by installed in the waiting area together with With the objective to deliver services in an utmost efficient way, the service area and 300mm. Two holes must be made on the table It is recommended that the carcass of the a printer and copier so that the clients were for mounting necessary cables. The perimeter counters should be designed and furnished table was made of standard metal square able to fill out, print and copy necessary of the table must be covered with PVC or ABS to the comfort of both the citizens and the or rectangular tubes and spray-dyed via documents. ribbons to protect the edges. electrolysis. CO personnel. In order to fill the waiting time, a TV screen can be placed, as well as a kids’ corner. A convenient spinning chair for the employee (see: figures 16-17) One or two chairs for the visitors

60 61 These chairs should be not wheeled, approximate sizes of 47x57x81cm. Soft parts may be made of Minimum sizes of 450-1100 (width) x 450 (depth) x 2100 (height) mm. fabric, plastic, wood or artificial leather, carcass made of metal (nickel / chrome) or wood. The The lower section should have opaque firm doors optimal depth of the seat is 50cm. with one shelf inside; the doors of the upper section may be transparent glass with several shelves inside (no more than 35cm space in between). It is recommended that handles were either in-built or Figures 16-17: Samples of customer chair tip-on/push mechanised.

It is recommended that the bookshelf was made of Disposition of the table laminate or MDF. It is important that the feet have and chairs at the service height regulating properties. counter should provide for utmost comfort in sitting and communicating for both the employee and the visitor. Diagram 11: High bookshelf

Diagrams 9-10: Disposition of the table and chairs at a service counter

All service counters should The minimum size of only the server and all be enumerated, the numbers network section is 450 (width) x 700 (depth) x put on the tables or hanging 2100 (height) mm. over the counter from the The server box may be separate or combined ceiling to be clearly visible with a bookshelf or wardrobe, but the segment from various spots across the of the server should be isolated and have natural CO. and artificial air-ventilating openings. The server may be installed in the lower section (depth of The bookshelves and 70cm), in which case the upper section may have furniture items designed for the depth of the bookshelf (40cm). In case of installing technical equipment combining with the wardrobe, the server box has should also be placed in the to have a depth of 70cm (other special solutions service area. are also possible). The doors on the lower section

Figure 18: Enumeration of service counters in Zaritap CO Diagram 12: Server shelf 62 63 should be made of a firm non-transparent Minimum size 400-1600 (width) x 450 (depth) x material; the upper ones may be made of 600 (height) mm. opaque glass. The box must be equipped with a key-operated lock. The box will house also the It is relevant to envisage 3 to 9 drawers; drawers UPS, the Data Back-up, the network switch, the can be replaced with doors with one shelf inside, server monitor, the keyboard and the mouse. although drawers are more functional. Saddles should be high quality. Handles are better if It is recommended that the box was produced in-built. of laminate or MDF. The feet of the box should have height regulators. The back panel of the It is recommended that the table with drawers box must be made of firm material and have was produced of laminate or MDF. The feet should have height regulators. air and electricity socket openings. The handles Diagram 15: Table with drawers for laser printer, documents should be either in-built or tip-on/push. and other accessories

The minimum size of the wardrobe may be the same as the server section, but it is desirable - whenever possible - to envisage more space depending on the number of employees. Diagram 13: Server shelf

The minimum size of 1000 (width) x 600-700 (depth) x 600 (height) mm.

Up to 6 underwear drawers should be envisaged in the storage section; alternative solution is double-flapped doors with a drawer inside. The back panel of this bookshelf must be made of firm material, e.g.: laminate.

It is recommended to make the table-bookshelf of laminate or MDF. The feet should have height regulators. Diagram 14: Table-bookshelf for a multi-profile printer (for A3 paper) 64 65 10.4. Architectural and construction aspects of CO establishment A more extensive grouping of possible architectural and construction works is set out below:

1. Dismantling of the existing partitions, 8. Furnishing of the walls and the ceiling; Architectural and construction works to Construction and assembly works in the CO floor and useless equipment; design COs should be produced by the may be divided into the following cate 9. Reshaping the plan of installation of the municipality, which has to develop general gories: 2. Installation of new energy-efficient heating pipes; terms of reference for implementation by an windows; architect-consultant. The latter will produce Construction works; 10. Modernisation of electricity supply technical scrutiny of the rooms and the 3. Heating insulation and furnishing of the systems and relevant equipment systems, building, while the municipality will have CO facades; and installation of earthing; to take into consideration the resources Installation of aluminium windows, glass at their disposal and be guided by the doors and partitions; 4. Provision of sun-proof external and 11. Moving out all irrelevant wires and following principles at the same time: internal solutions; cables of the CO premises; Technical electric works; Functional convenience; 5. Construction of the new floor at the level 12. Installation of new lamps; Installation of heating system; of the pre-entrance to the CO;, Operational convenience; 13. Air ventilation; Installation of security system; 6. Installation of new glass partitions and Healthy and safe conditions; inner doors; 14. Installation of smoke detectors and alarm systems; Preparation and installation of lamps and Pleasant and simple environment; 7. Replacement of windowsills with bulbs; sunray-proof ones; 15. Installation of CO furniture. Economical and energy-efficient Preparation and installation of furniture; solutions; Installation of sun-proof systems. Solutions promoting minimisation of The CO floor should be covered with resistant operational and maintenance costs; materials, such as laminate and ceramic granite (see: figures 19-20). In case of laminate Full and complete renovation of the it is recommended to use AC4 high class rooms; which is durable, while ceramic granite is also firm and humidity-proof. Utmost flexible design to accommodate future developments. Figures 19-20: Floor covering materials: laminate and ceramic granite 66 67 It is recommended to furnish the walls with materials that are toxic substance free, fireproof or In order to ensure efficient lighting, one of the lamps presented in figures 25-27 may be installed not readily ignitable, ecologically clean and not hazardous for health. in the CO.

In order to ensure security in the CO, it is required to install a fire extinguisher, a movement and smoke sensors and a siren (see: figures 21-24). Suspended ceiling/in-built or hanging bulbs/ in-built 36/40/72ՎWt, 4000-6000K, 2700/3200/5700lm LED bulb

Size 600x600x15/1200x300x15/1200x600x15mm, colour – white; material – aluminium and plastic IP20; angle of light Fire extinguisher dispersion 120 degrees; energy-saving category A; in full set for attachment to the ceiling (including transformer of Capacity 750-1000 grams, electricity); official licensed production with at least two CO2 operated. The ratio is years of guarantee; term of useful life of up to 20 years. one extinguisher per 2-3 people. Siren (alarm) Hanging light This is installed on the Size 1250x150x140mm, carcass made of plywood (polished external sides of the building. and varnished) 3x18kW LED T5 for rod lamps; in full set for attachment to the ceiling and earthing; this should be procured under special design; three energy-saving LED bulbs are installed inside, each of L=1200mm, 16 kW, 6000K, T5, 1100 lumen, no transformer needed. Smoke sensor with in-built detector Movement sensor

Should be installed at Should be installed on the ceiling: H>2.2m or on the ceiling 1 per 40m2 (may vary depending Suspended ceiling bulb, 24-36 Wt.; 4000-6000K, LED tube-bulb (360 degrees of visibility). on the model and height of the ceiling) for closed area (walls, Size Ø(200-250)x300mm, colour - white; material – metal bearing posts). plastic; angle of light dispersion 120 degrees; in full set for attachment to the ceiling; official licensed production with at least two years of guarantee.

Figures 21-24: Fire extinguisher, movement sensor, smoke sensor with in-built detector, siren (alarm) Figures 25-27: Samples of lamps 68 69 Heaters presented in figures 28-29 may be installed for heating the CO area. Safety and security considerations require the schematic evacuation plan (depicting exits routes from both the room and the building) posted in a visible spot of the CO to be used in case of emergency situations. A camera may also be installed and connected.

Electric converter of the heating supplied with safety switch Figures 32-33 illustrate the area of Amasia (Shirak marz) CO before the construction and figures 34-35 the same area after CO construction. Size 400-1000 (length) x 80 (width) x 400 (height) mm. The length depends on selected capacity. The capacity should be between 500-2500 kWt.

Aluminium made unit

Height of 40-60cm. Number of units to be defined according to the architectural project. Water pipes to be inbuilt in the floor and walls, to be made of high-quality Figures 32-33: The area of current Amasia CO prior to construction materials and mounting knots. They may be connected to the existing cauldron or a new one installed (relevant design needed).

Figures 28-29: Samples of heating devices

In order to protect the CO area from sunrays, all windows may be equipped with sun-proof blinds Figures 34-35: Amasia CO

10.5. Technical supplies of the CO

An important ingredient of the CO of the municipality, the Internet, MMIS and establishment is the installation of wire network intranet (if any). (with in-built or attachable baseboards) and its The descriptions of technical equipment other important devices. Computers in the CO necessary in the CO are presented in the should be connected to the computer network Appendix 4 to this Handbook. Figures 30-31: Sun-proof blinds 70 71 APPENDICES 17. Gorayk 1 843 27 3 Appendix 1: 18. Goris 29 539 60 7 List of Citizen Offices operating in the Republic of Armenia 19. Kapan 45 184 55,52 10 (as of March 2018) Syunik 20. Meghri 11 732 36 4 Population CO space (m2) Number of N2 Municipality Marz 21. Sisian 30 610 44.8 6 (thousand people) service counters 22. Tatev 6 144 79.4 5 1. Aparan 23 914 47.7 5 Aragatsotn 23. Yeghegnadzor 9 749 80 6 2. Ashtarak 24 882 69.8 10 24. Zaritap 4 194 40 5 3. Artashat 28 522 57.1 8 Vayots Dzor 25. Jermuk 9 333 96 5 4. Vedi Ararat 13 409 113 7 26. Vayk 7 966 74.3 7 5. Urtsadzor 4 201 47.4 5 27. Dilijan 26 624 65 8 6. Etchmiadzin Armavir 58 739 40 5 28. Ijevan Tavush 19 000 71 9 7. Alaverdi 24 610 44.2 7 29. Noyemberyan 16 644 64.6 6 8. Tumanyan Lori 4 616 42.6 5 9. Vanadzor 122 708 84.2 10

10. Abovyan 58 828 63.5 11

11. Yeghvard Kotayk 25 667 56.16 6

12. Charentsavan 39 403 65 7

13. Amasia 15 573 49.5 5 14. Arpi 2 041 38 3 Shirak 15. Pemzashen 3 044 39.7 5 16. Sarapat 3 695 35.8 3

72 73 Evaluation criteria Response Evaluation Comments

Results of monitoring are analysed

Appendix 2: Decision-making is based on the results of monitoring (evidence of decision) Exemplary form of CO Performance Monitoring Monitoring and/or recording of the time spent on Evaluation criteria Response Evaluation Comments service delivery is carried out

SERVICE DELIVERY AND MONITORING Technical advice is provided to citizens in the CO

The list of services delivered by COs is approved by the Advice is provided to citizens over telephone decision of the head of the municipality or community communication council Advice is provided to citizens through electronic mail Information cards have been developed for all services delivered by the CO If the service may not be delivered on the spot, a Information cards for all delivered services are available means is found to notify the citizens on the results in the CO ORGANISING THE CO WORKING PROCESS Information cards for all delivered services are available online CO has mission and vision

Data in the information cards are comprehensive and CO has approved rules of procedures (by-laws) contemporary CO has an approved code of conduct Information cards are approved by the decision of the head of the municipality or community council CO regularly publishes reports and statements on its

CO maintains a stamp and documents are sealed on implemented operations the spot APPLICATION OF ELECTRONIC TOOLS IN CO OPERATIONS Monitoring and/or recording of delivered services are carried out CO operates an electronic data management system

Monitoring and/or recording of citizens’ visits are Document circulation among various structural units carried out of the municipality is carried out electronically

74 75 Evaluation criteria Response Evaluation Comments Evaluation criteria Response Evaluation Comments

A computer connected to the internet is available for Online services are delivered to population (receipt of citizens applications and claims, online spotting thereof as well as obligations on property and land taxes and rentals, CO is accessible for handicapped people etc.) (mention the services actually delivered online in the WORK WITH THE CITIZENS Comments column of this table) Citizen satisfaction survey was carried out in the recent CO contacts can be found on the official web-site of year the municipality in addition to information on the CO, personnel, working hours and services delivered Blanks and a box for claims and recommendations are available in the CO CO PERSONNEL AND TRAININGS

Job descriptions of the CO personnel contain clear indication of the functions associated with COs

CO has a coordinator

Training needs assessment for the CO personnel was implemented over the recent year

CO personnel has taken training courses over the recent year

ARRANGEMENT OF THE CO PREMISES

CO is equipped with a reception

CO is equipped with a waiting area

CO is equipped with an information board bearing the list of delivered services, CO working hours and contacts

Each service counter is equipped with chairs for citizens

76 77 Dear Citizen, Appendix 3: Your municipality is dedicated to improving the quality of municipal service delivery. Through this brief survey, Sample of citizen satisfaction survey your answers will be helpful in assessing the work of your Citizen Office (CO) and meeting your needs. The survey is anonymous. Your responses will only be used for survey purposes and in a aggregated form. We value your impartiality and frankness. In case you have any questions regarding the survey, feel free to ask CO employees. B) Please share with us your experience in your Citizen Office! Thank you very much for your time. How to: Please rate the following statements on a scale from 5 (I completely agree) to 1 (I completely disagree) or “nr” (I don’t know/I cannot assess) Date: ______20__ Time: ___:___ Municipality: ______

I. YOUR EXPERIENCE AT THE CITIZEN OFFICE Since the opening of the Citizen Office… 5 4 3 2 1 nr … I feel better informed about municipal services A) Please let us know which services you have used at the Citizen Office and to what extend you are satisfied with their delivery. … municipal services are delivered more promptly/efficiently

The quality of municipal service delivery has increased How to: Please tick (✓) the services you have received at the CO and rate your satisfaction on a scale of 5 (very satisfied) to 1 (very unsatisfied), “nr” (I don’t know)

The staff of the Citizen Office is… 5 4 3 2 1 nr ✓ Services provided by the Citizen Office: 5 4 3 2 1 nr … ready to help and supportive Provision of reference notes … knowledgeable Provision of permits Assessment and/or payment of property tax … providing me complete information and consultations Assessment and/or payment of land tax … operating as quickly as possible Assessment and/or payment of leasing fees Assessment and/or payment of local duties I am satisfied with the quality of service of the CO staff Assessment and/or payment of garbage disposal fees Receiving applications and notices Provision of information and replies on processing of citizens’ applications Within the Citizen Office… 5 4 3 2 1 nr and notices … the working hours of the CO are suitable for me Data registration Provision of information … signboards and information desk of the CO are useful Provision of consultations … the premises of the CO are adequate and comfortable Provision of decisions of the Head of the municipality and the Municipal council

Registration for an appointment with the mayor … forms and documents to fill are clear and understandable Online services I am satisfied with the overall functioning of the CO Other service(s): ______78 79 Have you used the CO “Hotline” services? III. GENERAL INFORMATION ON YOUR VISIT □ Yes, for the following issue: ______□ No Gender: □ Male □ Female If yes, please share your experience: Age: □ 18-34 □ 35-54 □ 55-64 □ Above 65

Through the CO Hotline… 5 4 3 2 1 nr Occupation: □ student □ self-employed □ employed □ unemployed … I felt supported by the operator

… I was provided with the information I needed How long have you been living in the municipality? … My request was solved promptly □ Less than 1 year □ 1-5 years □ 6-10 years □ More than 10 years I am overall satisfied with the services of the CO Hotline

How often do you visit the Citizen Office?

□ Every day □ Several times a week □ Several times a month C) Your Citizen Office in 1 word! □ Once a month □ More seldom Which word would you use to describe your experience at the Citizen Office?

«…………………………………………………………………………………………………..» Usually, how long do you have to wait before being served?. □ Less than 5 minutes □ More than 5 minutes II. YOUR SUGGESTIONS FOR A BETTER CITIZEN OFFICE Usually, how many times do you visit the CO to have your issue solved? Please let us know what other services you would like to receive in your Citizen Office: ______□ 1 visit □ 2 visits □ 3 visits or more ______How often do use the Citizen Office Hotline? □ Several times a week □ Several times a month □ Once a month

Please let us know your suggestions to improve the work of your Citizen Office: More seldom Never ______□ □ ______

______THANK YOU FOR TAKING TIME TO COMPLETE THE SURVEY!

80 81 Software for Server (2) Microsoft Windows Server 2012 R2, Standard Edition, English, with Media, + 5 USER CALs Computer/server monitor Appendix 4: Panel Size: 21.5” Widescreen, Maximum Resolution: Full HD 1920 x 1080 at 60 Hz, List of the CO equipment21 Contrast Ratio: 1000:1 (static), Brightness: 250 cd/m2 (typical), Connectivity: VGA, DVI-D (HDCP) or Display port 1.2 (preferable) Computer ~220V, 50Hz Warranty: 3 years CPU: should be worked at designated CPU frequency at: Processor Base Frequency-3.3 GHz, Max Turbo Frequency: 3.7 GHz, number of cores 4, threads 4, RAM: 4GB DDR3 , Data Storage HDD: 1TB 7200 rpm SATA or equivalent Storage System, 2 TB, 4x500 GB 3.5 inch SATA, Processor, Optical drive: DVD+/-RW 2x RJ-45 Ethernet ports, 2xUSB 2.0 Ports IO Ports: min 6 USB (USB 3, USB 2); 1 RJ-45; 1 VGA; 1 Mic-in & 1 Headphone out Warranty: 3 years Display port 1.2 preferable Network Interface: 10/100/1000 LAN Switch (1) USB Keyboard, USB Optical scroll mouse ~220V, 50 Hz Min. 16 10/100/1000 Mbps LAN ports, min. 32 Gbps switching fabric, MAC Address Table Size min. Operating System: Preinstalled licensed MS Windows 7 professional 64 bit English 8000, Auto MDI/MDIX adjustment for all ports, 9 216 byte jumbo frames Software: Licensed MS Office Standard English 2013, Warranty: 1 year Warranty: 3 years LAN Switch (2) Server Min. 8 10/100/1000 Mbps LAN ports, min. 16 Gbps switching fabric, MAC Address Table Size min. CPU must have minimum score of 45 under SPECint2006 result benchmark, number of CPU – 1, 4000 number of cores per processor - 4. CPU should be worked at designated CPU frequency by the CPU Warranty 1 year vendor, copies of the benchmark tests certified by the benchmarking institutions should be provided in the Bids. Laser Printer RAM: 32GB RDIMM, 1600MT/s, Low Volt memory HDD: 2 x 2TB, 7.2K RPM, NLSAS, Hot Plug, RAID 1 Monochrome Laser printer, Format A4, Network Interfaces: 2 x 2Gb Network interfaces print speed up to 35 ppm: min 600x600 dpi, duplex printing, memory 64 Mb, monthly duty cycle min Raid Support: levels 0, 1, 5, 10, 50 30,000 pages, min 250 sheet input tray 2, connectivity 1 high speed USB 2.0 port, 1 Ethernet, RAID Adapter: Hardware Driver must be compatible with OS (MS Windows 7 professional 64 bit English) Power Supplies: Dual Hot Plug Power Supplies Cartridge and refill materials must be readily available in Armenian market, USB cable must be Form Factor: Tower included. Keyboard, Mouse, power cords, cables for connecting to UPSs must be included ~220V, 50Hz Warranty: 3 years Warranty: 3 years

Software for Server (1) Scanner Microsoft® SQL Server™2014 Standard, Microsoft® SQL Server™2014 STD, 5USER CALs, NFI, Scanner Type – Document Scanner with Duplex ADF, A4 Downgrade Media – English, 5 USER CALs, NFI, with Media. Optical Resolution:1,200 dpi x 1,200 dpi Optical resolution (ADF) – min 600 dpi x 600 dpi Scanning options (ADF) - Two-sided Speed (Flatabled – Black/Colour) - 300 dpi: 8.0 sec/8.0 sec, 600 dpi: 22 sec/22 sec, 21 All the descriptions are compiled in conformity with the criteria contemporary as of March 2018. 82 83 Speed (ADF) - Mono: 200 dpi: 25ppm / 50ipm, 300 dpi: 25ppm / 50ipm, 600 dpi: 6.0ppm / 12ipm Speed (ADF) – Colour (Simplex / Duplex): 200 dpi: 25ppm / 50ipm, 600 dpi: 4.0ppm / 8.0ipm ADF Capacity- min. 50 Sheets Interface -USB 2.0 (1.1 compatible) Driver must be compatible with OS (MS Windows 7 professional 64 bit English) USB cable, power supply adapter/power cord must be included ~ 220V, 50Hz

Copier BIBLIOGRAPHY A3 Copier (Copy, Print) Print and copy speed at A4 format – print speed min 22 ppm, Print and copy speed at A3 format – print speed min 10 ppm Resolution - Reading: 600 x 600dpi; Printing: 600 x 600dpi Paper Feeding System - Paper Drawer: 250 sheets (80gsm); Stack Bypass Tray: 80 sheets (80gsm), 1. Annenberg D., “Poupatempo Program: The Citizen Service Center and its Innovations”, connectivity 1 high speed USB 2.0 port, 1 Ethernet Powerpoint presentation, http://siteresources.worldbank.org/INTEDEVELOPMENT/ Driver must be compatible with OS (MS Windows 7 professional 64 bit English) Resources/2006-Poupatempo_FINAL_FINAL.ppt. Cartridge, USB cable must be included. Cartridge and refill materials must be readily available in Armenian market. ~ 220V, 50Hz 2. “Centrelink Annual Report 2009-10”, Commonwealth of Australia 2010, https://www.human- Warranty: 3 years services.gov.au/sites/default/files/documents/centrelink-annual-report-0910-full-report.pdf.

UPS 3. Handbook “Establishment of Citizen Offices in Armenia”, GIZ, Yerevan 2011։ UPS 650VA, 390W, AVR LED Indicator and Audible Alarms 4. “How can we help you? A toolkit for establishing a local government one stop desk”, VNG Input voltage range 140-300 V 4 x(IEC-320-C13) Battery Backup and Surge Protected International 2010. Output Voltage / Frequency (On battery) 230V , 50 or 60 Hz +/-1Hz (auto-sensing) Warranty 2 years 5. “Increasing Accessibility to Public Services through Express Community Centres”, http://sda.gov. ge/?page_id=9002&lang=en. UPS for server Smart UPS 1000 Watts / 1.5 kVA, LCD, 230V 6. “Increasing quality and efficiency of service delivery”, Outcomes of the activities of the Line Interactive, Sine wave Government of the Republic of Armenia, http://report.gov.am/?id=31. Output Connections (8) IEC 320 C13 (Battery Backup) Output Frequency (sync to mains) 47 - 53 Hz for 50 Hz nominal, 57 - 63 Hz for 60 Hz nominal 7. “Restructuring Citizen Office Institution in Armenia: Concept Framework”, Yerevan 2015. Input frequency 50/60 Hz +/- 3 Hz (auto sensing) Input voltage range for main operations 160 - 286 V 8. “Stock-Taking of Training System for Civil Servants”, GIZ, Yerevan 2017. Connecting cables must be included, output connectors must be compatible with offered servers Warranty 2 years 9. Створення центрів надання адміністративних послуг в ОТГ: Збірник методичних матеріалів, Київ 2017, http://old.decentralization.gov.ua/pics/attachments/Stvorennya_ CNAP_v_OTG_versiya_19.06.2017.pdf.

84 85 About the programme

The Good Local Governance Programme South Caucasus advises and supports local government bodies in the South Caucasus to better carry out their responsibilities in line with the principles of good governance. The objectives of the Programme are the modernisation of the municipal administration, transparent and accountable use of public funds, regional and local development, as well as sharing knowledge and joint learning on good local governance across borders.

The Programme is implemented by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the German Federal Ministry of Economic Cooperation and Development and in partnership with the Ministry of Territorial Administration and Development (MTAD) of the Republic of Armenia. In Armenia it is co-financed by the Swiss Agency for Development and Cooperation (SDC) and the United States Agency for International Development (USAID).

The views expressed in the publication do not necessarily reflect the views of GIZ, SDC, USAID or their respective governments.

Published by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH

Registered offices Bonn and Eschborn

Good Local Governance Programme South Caucasus 4/1 Baghramyan Ave 0019 Yerevan, Armenia

Concept & Design: MAROG Creative Agency

Photos: Vahram Baghdasaryan and Domino Production

Publication: 2018 © GIZ 86 87 YEREVAN - 2018

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