Klara Uraimova's son, a fifth-grader in Osh, couldn't attend classes because of a disease afflicting his legs.
So Uraimova did what most concerned parents would do. She contacted the principal and asked that teachers be sent to her home, per Kyrgyz law. But that tactic didn't work.
"I decided to [ask for help] through e-government," she said. "In five working days, our matter was settled. They assured me teachers would come to our home. ... I was able to defend my legal rights thanks to e-government."
After years of preparation, the government September 23 unveiled a website (http://local.gov.kg) meant to enable the citizenry to seek answers to its problems via the internet, rather than having to travel to Bishkek.
UNDP helps develop programme
The UNDP helped develop e-government through a US $4.6m (265.1m KGS) Capacity Development Facility programme, extending from October 2010 through December 2014.
"We set the goal of improving communication with the public, carrying out policies that it needs and explaining them in accessible, non-bureaucratic language," Prime Minister Joomart Otorbayev told World Bank Vice President for Europe and Central Asia Laura Tuck in Bishkek in May. "We will get regular feedback ... on our work and adjust it according to the people's needs."
The government in July 2012 announced that it wanted to institute e-government within two years. As part of the plan, officials updated some pre-existing websites, such as one for accrediting reporters online (rather than requiring registration in person), and established a network of "electronic public receptions" that permits video-conferencing between officials and the public.
"Sixty-three facilities nationwide are connected to the network," Ainura Kaparova, UNDP project co-ordinator, said. "The Kyrgyz government's Great Conference Hall has a server that can host video conferences with up to 20 participants at the same time."
The facilities linked to that network include President Almazbek Atambayev's office, nine oblast-level facilities and 52 district-level facilities, she added.
An open-government policy
Future plans call for "live" communication online between cabinet members and the public. Authorities in April approved URLs for web pages serving cabinet ministries and agencies in the executive branch.
"Officials from the provinces used to have to come to Bishkek for meetings, but now we video-conference," Aliza Soltonbekova, head of the Department of Letters and Reception of Citizens, said. "This sort of connection allows us to react to events promptly and also saves the government money."
"We registered the www.kattar.kg site to receive citizen's appeals," said Soltonbekova, whose department is training local government officials and the public how best to take advantage of e-government offerings.
"All appeals are automatically registered, and the site transparently reports how many there and what stage [of processing] each one is at."
Virtual appeals sent through kattar.kg have the same legal force that paper documents do, she said, adding that ministers and agency directors are held accountable for their work with both hard-copy and verbal appeals from citizens.
Since the beginning of 2014, the government has received 248 appeals and has resolved 141 (56.9%) of them, according to kattar.kg. Officials are working on the others.
"We send a written letter within 14 days after registering an e-mailed appeal," Soltonbekova said. "But if resolving the appeal requires conducting a special investigation or obtaining additional materials, extensions are permitted. But the matter must be resolved in 30 days at most."
E-receptions
The e-government programme opens doors for many citizens. "We're focusing on covering distant border regions," Soltonbekova said. "Many rural residents [used to have to] come to Bishkek to resolve problems; they [had to] stay in hotels or with family, which costs a lot."
All ministries have opened their own sites and are reaching out for broader usage.
"Right now, appeals mostly come from residents of cities with good internet service," Edil Abdykalykov, an advisor at Soltonbekova's department, said. "But I am sure that over time the popularity of e-government will grow and that residents of the provinces will be able to access services thoroughly and solve all their problems more efficiently."
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Autor(en)/Author(s): Asyl Osmonaliyeva
Quelle/Source: Central Asia Online, 12.11.2014
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