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Active Dialogue with the People


How successful is the work with the appeals of citizens today in state bodies? Which structures most often receive complaints from the public? What difficulties do the people face when they receive the answers? How satisfied are they with them?

These and other questions were answered by the participants in a sociological survey conducted by the Center “Ijtimoiy Fikr” for the Study of Public Opinion. Respondents were the residents of all regions of the republic, men and women of different ages, different professions, education level and nationality.

The purpose of the survey was to find out the opinion of the country's residents on the work of state bodies with citizens' appeals in the first quarter of this year as a part of the Strategy for Actions and the state program "Year of dialogue with the people and human interests".

The survey showed that the absolute majority of respondents (84.3%) supported the new system of active and open dialogue with the people initiated by the head of our state, a qualitatively new format of the work with the appeals of individuals and legal entities in the form of the functioning the institution of the people's reception.

According to the received information, 34.6% of the respondents have recently applied to the government or economic management authorities to resolve various issues. At the same time, more than half of the survey participants addressed their requests on the protection or provision of their rights to the hokimiyats (local administration) of various levels. This gives grounds to believe that these structures are trusted by the population. 28% of the study participants sought the assistance in the mahallas, judicial, law enforcement and supervisory bodies, pension fund, social security departments, ministries of health, public and higher education.

In the course of the survey, it was revealed that the issues related to the communal sphere and private homeowners' partnerships (PHOP), timely supply of the electricity, drinking water, gas and heating were topical for the 32.4% of the citizens. The people also turned to state authorities and economic management bodies on the timely payment of pensions and benefits, land use issues, obtaining bank loans, high-quality medical services, due to dissatisfaction with the court decisions.

The obtained results showed that more than half of all respondents - 61.4% applied to the relevant organizations in the form of a written application through the reception, and 16.7% of the survey participants used the Single Portal of Interactive Public Services, 13.1% sent applications or complaints directly to the websites of the ministries and departments.

At the same time, the most common form of citizens' appeals is a claim statement - 75.4% of respondents used this option. Each fifth participant of the poll filed a complaint. In the course of the survey, 82.1% of the respondents said that when reviewing their appeal, the head or deputy head of the organization personally talked with them in the process of discussing the issue concerning them.

More than a half (53.9%) of those applying to the administrative bodies received replies to their applications within the fifteen-day period that was established by law. 13.3% of citizens noted that the response to their appeal came within one month which was allowed by law in exceptional cases when an additional verification was necessary to consider the application. In the opinion of 67.8% of the respondents, after their appeals, the concrete steps have been taken to address the problem. It was also revealed that almost every second respondent was satisfied with the results of the appeal, one in five (more than 20%) was partially satisfied, from 5% to 10% of respondents were not satisfied with answers.

In short, the conducted sociological survey showed that an active and open dialogue with the population initiated by the head of state ensures social justice and the achievement of the strategic goals of the all-round development of the country.

(As part of the social order of the Oliy Majlis Public fund for supporting the NGOs and other civil society institutions).