Commissioned with the Asian foundation (TAF), Independent Research Institute of Mongolia (IRIM) finished implementing “Citizen Input Survey on the Decentralization of Services” in three-month period. The results of the Survey were expected to identify which services might be prioritised for decentralisation; from district level to sub-district (khoroo) level.
People’s assessment of their own experiences using the 14 services ranged from ‘very good’ to ‘very bad’; centring on the equivalent of somewhere between ‘good’ and ‘okay’. Examples of such improvements promoted from the respondents included:
- reduction of waiting times (queuing and being served);
- reduction of service duration/completion time (from the start of the process to the end);
- reduction of the number of follow-up trips 2;
- improved customer service generally;
- provision for payments by internet banking, and
- provision for use of services such as smart phones, mobile apps, etc.
Based on the Survey results, sequential actions are to be taken to decentralize the administrative services.