Tashkent, Uzbekistan (UzDaily.com) —  The public service system in the Republic of Uzbekistan is undergoing significant changes as part of ongoing reforms. The entire service delivery structure has been improved, interagency coordination has been streamlined, and excessive bureaucracy and paperwork have been eliminated. With a growing population and an increasing number of entrepreneurs seeking services at Public Service Centers (PSCs), it is crucial to conduct monitoring and public opinion surveys, as well as to respond promptly to the need for service quality improvement.

As part of a joint plan with the Ministry of Justice of Uzbekistan for 2023–2026, the quality of public services is set to improve in Samarkand and Fergana regions, supported by the Good Governance program implemented by GIZ (German Enterprise for International Cooperation). Training sessions are being conducted to build the capacity of PSC staff, enhancing the professional competencies of PSC operators and managers, facilitating experience exchange, and introducing best practices from developed countries in public service delivery.

On October 24–25, 2024, as a part of training session series, another training was held for the trainer team in Tashkent, aimed not only at increasing knowledge but also at enabling trainers to independently develop new training programs tailored to their colleagues' actual needs.

This advanced training program opened new horizons in key areas of communication skills, including effective communication, customer service, stress management, and emotional intelligence development. Participants attended master classes on public speaking, modern rhetorical techniques, and advanced stress management methods. The training concluded with supervision in conducting training sessions, enabling trainers to elevate their skills to a new level.

Training programs focused on communication skills will enhance PSC operations in Uzbekistan by improving staff responsiveness, fostering a professional atmosphere, increasing efficiency, streamlining service delivery, and strengthening public trust.

These measures are designed to ensure long-term improvements in PSC operations and to establish a robust internal training system that will operate for years to come, increasing PSC effectiveness, transparency, and focus on citizen needs.

Viktor Kessler, Manager of the Good Governance Program implemented by GIZ noted: “We started with a training needs assessment for PSC staff in Samarkand and Fergana regions in December 2023. The results revealed an acute need to improve skills in areas such as communication with clients and colleagues, conflict management, and stress management. Based on these findings, a communication skills training program was developed, covering areas such as effective communication, emotional intelligence, and client orientation. 

In February 2024, training sessions were held for 40 PSC employees from the Samarkand and Fergana regions. During these sessions, participants acquired practical skills in stress and conflict management and improved their communication and emotional competencies. Following the training sessions, 20 promising employees were selected to participate in a “Training of Trainers” program.

In April 2024, the future trainer team completed a course in training methodology. The goal of the "Training of Trainers" program is to prepare internal PSC trainers who can further disseminate communication skills knowledge to other staff members in the regions. From July to September 2024, the trained trainers conducted pilot training sessions for 163 PSC employees in the Samarkand and Fergana regions. These sessions had a positive impact on operator performance and significantly improved team communication”.

“The first training results quickly became apparent, as we constantly interact with citizens, whether we want to or not. Our employees have learned to manage their emotions, which I noticed from the decrease in complaints against them. Previously, staff often faced conflicts with nervous or unhappy citizens. After the Soft Skills training, employee-citizen relationships improved due to the study of stress management and emotional regulation techniques. Their communication and listening skills enhanced significantly”, - emphasized Salokhitdinov Savlat, Director of the Public Service Center of the Justice Department in Okdaryo District, Samarkand Region.

Researches results showed an 85% reduction in complaints due to the application of new skills by PSC staff in Samarkand region, which is now among the top-performing regions with an index of 95%. Fergana region achieved the highest service quality rating at 97%.