Transformation of Customer Experience Discussed in Uzbekistan

The panel discussion focused on the topic “Public Services as a Product: Shaping Customer Experience at the National Level.” Representatives of the Ministry of Digital Technologies, the Digital Government Projects Management Center, the Tashkent City Administration, and the companies Payme and Road24 took part.

During the discussion, Azizbek Khudaev, Deputy Director of the Digital Government Projects Management Center, outlined the priority areas.

According to him, the main goal of the current digital transformation is to develop digital infrastructure, fully digitize public services, and improve digital literacy among the population.

More than 800 services are currently available on the my.gov.uz portal, with around 13 million registered users. However, as the expert noted, this is not the final stage—there is a goal to digitize 95% of public services in the future.

The key objective is to create a system of seamless and proactive services that covers all stages of interaction for citizens.

The expert emphasized that integration with the private sector is beneficial for both the government and businesses.

Thanks to electronic cooperation with banks, payment organizations, and service providers:

• paperwork in the loan application process has been reduced;
• many data requirements previously requested from citizens have been eliminated;
• some services from my.gov.uz are also available through the Payme, Road24, and other applications.

To date, more than 30 government services have been implemented in the Payme app, and this number is expected to grow.

It was also noted that since November, a new digital process has been launched for the self-employed and individual entrepreneurs.

Through this process, users can register, open a bank account, and prepare reports and declarations on a single platform.

Via the new Paynet application, nearly 35,000 self-employed individuals are already using these services.

Discussions at the TBC Talk conference demonstrated that concrete steps have been outlined in Uzbekistan to raise CX standards in both the public and private sectors to a new level.

Digital infrastructure, integration, and proactive services were identified as the key pillars of the digital government strategy in the coming years.

The video recording of the conference can be viewed via the following link.