Tashkent, Uzbekistan (UzDaily.com) — President Shavkat Mirziyoyev has ordered a complete reset of Uzbekistan’s public reception system, sharply criticizing its current state during a government meeting held on Monday.

Originally launched in 2016 as a channel for direct engagement between citizens and the state, the system has “degenerated into a mere dispatcher service,” said the president, quoting his spokesperson Sherzod Asadov. “Instead of truly listening and solving people’s problems, it now just redirects complaints to various government agencies.”

According to President Mirziyoyev, 55% of all appeals received through virtual and regional public receptions in 2024 went unresolved. The growing inefficiency has pushed more citizens to voice grievances through social media platforms. The majority of complaints concern law enforcement, judicial bodies, local administrations, education, and environmental issues.

The president noted that around a thousand individuals had specifically requested a personal meeting with him. “Do hokims ever ask themselves why complaints about them and their subordinates are growing—especially in Tashkent and Bukhara? If ministers and hokims fail to solve problems, who else can people turn to?”

“Every appeal is someone’s life, pain, and hope. This must never be forgotten,” he stressed.

In response, President Mirziyoyev ordered the immediate dismissal of all current staff in the public reception offices. New personnel will be selected based on their commitment, responsibility, and capacity to resolve citizen issues in practice.

From now on, leadership of public receptions will be entrusted to regional and district hokims, who are instructed to begin each workday by personally receiving citizens. “Hokims must understand: a problem raised today cannot be postponed until tomorrow. An appeal must not be redirected—it must be resolved on the spot,” the president emphasized.

To support this shift, district hokims will be granted expanded powers and additional resources to handle local issues more effectively.