A McKinsey report issued in September discusses innovations in government services in transitioning countries. Focused on Kenya and Georgia, the analysts detail some of the changes in government services in the past few years. The short report is linked here.
|New Batumi Service Hall|
|M. Mari Novak|
Meanwhile, KNO consultant Steven Kelly was working in Batumi doing a similar assessment with the Autonomous Republic on the Black Sea. It was winter, and the worn government concrete building was so cold that meetings were held in coats and gloves. Both Mari and Steven as certified Performance Experts, applied the methods of Human Performance Technology (HPT) to addressing the capacity building challenge.
He was able to manage the support made available in the upcoming months – help with strategic planning, capacity development, etc – to build on his agencies strengths toward the “everything in one place” and the “customer is king” vision.
Meanwhile, other parallel advisory efforts in support of improving business registration, customs processes, and overall administration where underway funded by USAID. Substantial additional funding was made available by the EU and other international donors to support the progress being made. It was a true example of capacity development – momentum building year-by-year in a sustainable fashion, supported by multiple donors.
Of course, the true credit for the superb results fully rests with the NAPR managers and staff, supported by the Ministry of Justice. They were able to discern what support they truly needed, not let the donors dictate emphasis based on their own agendas, and engage the staff to upgrade service levels.