Presentation given by Georgia at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 4: Gathering user insights and feedback.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
GEORGIA
User
feedback
DIGITAL GOVERNANCE AGENCY
PERSONAL DATA PROTECTION SERVICE
PUBLIC SERVICE DEVELOPMENT AGENCY

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
2
GEORGIA
DIGITAL GOVERNANCE AGENCY
PERSONAL DATA PROTECTION SERVICE
PUBLIC SERVICE DEVELOPMENT AGENCY
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
Gathering user insights
and feedback

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CURRENTLY
3
There is no particular user insights
and feedback gathering
system/model established
There is a set of activities that are
the part of everyday working
routine

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ACTIVITIES IN USE
4
• User Surveys & Questionnaires
• Email Surveys
• In-app/In-web User Feedback
• Product Feedback and Feature Requests
• Bug Reports
• Customer Reviews
• Social Media Responses
• Complaints & Appreciation Posts
• In-web Chat
• Analytics
• Usability Tests
• Customer Support Interactions
• Net Promoter Score (NPS)
• Customer Satisfaction Score Surveys
• User Interviews

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. GATHERING STAGES
5
Pre
release/deployme
nt
Post
release/deployment

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. BENEFITS
6
• Helps improve products and services
• Helps to measure user/customer satisfaction
• Shows we value their opinions
• Helps to create the best user/customer experience (UX/CX)
• Helps to improve user/customer retention
• User/Customer feedback is a reliable source of information to other users/consumers
• Gives data that helps make business decisions
• Reduces risk and cost throughout the development cycle

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. GATHERING USER INSIGHTS AND FEEDBACK
7
• We acquire customer satisfaction feedback mainly through phone or email.
Before signing a contract, we arrange meetings to walk through the contract
terms. Throughout the process we communicate through various channels to
monitor and be aware of their disposition.
• During this process we take their requests into consideration, react
accordingly and at the end of the process we inquire whether their
expectations were met, their level of satisfaction and any changed they’d like
to see for further cooperation. After gathering all this data, we share it with all
relevant departments and start working on anything that needs to be fixed.
• Additionally, we have a dedicated platform for recording daily incidents
reported by users.
• In the future we have planned implementing questionnaires which we will
send to our clients.

8. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. MEASURING CUSTOMER SATISFACTION BY PHONE AND EMAIL
8
Customer
Relationship
Manager
Leadership
Specialists
Product/Service
User
Organization

9. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. USING THE INCIDENT MANAGER PLATFORM TO DETERMINE SATISFACTION
9
IT Incident
Manager
Leadership
Customer
Relationship
Manager
Analytics
User
Organization

10. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
10
⁻ Personal Data Protection Service of Georgia: A brief overview of the organization's structure
⁻ Importance of User Insights and Feedback: Understanding why this is a crucial component of our work
at the PDPS
⁻ Gathering User Insights: How we collect user insights through surveys, interviews, and social listening
⁻ Feedback Processing: A look into how we process the feedback we receive and any tools we use
⁻ Decisions and Notifications: Exploring how data subjects receive decisions and notifications
⁻ Notifications and Advice via Electronic Means: Timely communication and advice to users through
electronic channels
⁻ Sharing Insights and Feedback: How data subjects can send their insights and feedback to us

11. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Mandate of PDPS
11
Monitoring lawfulness of personal data processing
Monitoring covert investigative actions and activities performed within
the central databank of electronic communications identification data

12. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Main Functions of PDPS
12
Reviewing of citizens’ applications
regarding the personal data protection
Examination of the lawfulness of data
processing (inspection)
Consulting on issues concerning data
protection
Providing information on important events
to the public and increasing its awareness

13. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Mission of PDPS
13
• To establish culture of respect for private life
• To raise public awareness in society
• To implement European standards for the protection of human rights
and fundamental freedoms
• To further international cooperation with counterpart DPAs,
international organizations and relevant stakeholder

14. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Values & Core Principles of Activities of PDPS
14
Lawfulness
Respect for and protection of human rights and freedoms
Independence and political neutrality
Objectivity and impartiality
Professionalism
Maintenance of professional secrecy and confidentiality

15. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Organizational Structure of PDPS
15

16. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Effective Monitoring of Data Processing Activities
16
Inspection The Public Sector Oversight
Department
The Law Enforcement Sector
Oversight Department
The Private Sector Oversight
Department
The Department of the
Planned Inspections
Review of Application
Study of the Lawfulness
of Personal Data
Processing (Inspection)
Providing
Consultations
Awareness Raising
Events
Main Functions

17. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Importance of Gathering User Insights and Feedback
17
Why it’s crucial:
Enhancing Data Protection: Valuable insights help us to
identify and fix vulnerabilities in data protection services,
ensuring compliance
Tailoring Services: User’s feedback guides us in meeting
the specific needs of data subjects, providing customized
protection
Legal and Ethical Obligations: Feedback assists us in
fulfilling our legal and ethical responsibilities, safeguarding
data subjects' rights and privacy

18. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Importance of Gathering User Insights and Feedback
18
impact:
Proactive Issue Resolution:
Continuous Improvement:
Measuring Success:
Early detection and resolution of data protection issues
Feedback helps us to assess the effectiveness of our initiatives
Feedback ensures service enhancement and innovation

19. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Importance of Gathering User Insights and Feedback
19
Building User Trust:
Transparency:
Open feedback mechanisms demonstrate our commitment to transparency and
accountability
Accountability:
Users trust that we take their concerns seriously and act on them
User-Centric Approach:
Prioritizing user insights fosters trust through a focus on user needs

20. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. User Feedback Channels
20
At the PDPS, we embrace
a multi-channel approach
to gather user’s feedback,
ensuring that data
subjects can provide
insights and feedback
through their preferred
means. Let's explore the
different channels
available:
Data subjects can reach out through our official Facebook page, where
they can post comments, send messages, or engage in discussions related
to data protection and our services
Users can send their feedback, questions, or concerns via email. Our
dedicated email address (office@pdps.ge) allows for direct and private
communication, ensuring confidentiality
My.gov.ge: The government's official portal, My.gov.ge, serves as a
platform for data subjects to access information and submit feedback or
complaints related to data protection services

21. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. User Feedback Channels
21
At the PDPS, we
embrace a multi-channel
approach to gather user
feedback, ensuring that
data subjects can
provide insights and
feedback through their
preferred means. Let's
explore the different
channels available:
Eflow (Electronic Document Flow): Electronic document flow channel for
governmental institutions
Case Management System (cm.pdps.ge): Our dedicated online system
allows data subjects to track their cases, submit feedback, and receive
updates on case progress
Hotline (Tel: 2 42 10 00): We provide a hotline for direct communication
during working hours. Trained service employees are available to offer
advice and receive notifications from data subjects

22. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Decisions and Notifications
22
By utilizing combination of communication channels, we ensure that data subjects have access to their decisions and
notifications through the methods most convenient and suitable for their needs, while maintaining data security and
transparency in our interactions

23. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Gathering User Insights
23
At the PDPS, we employ various methods to collect user insights, each with its unique strengths and
limitations. Let's explore how we gather user insights through:
• Surveys
• Interviews
• Social Listening
By utilizing a combination of surveys, interviews, and social listening,
we ensure a comprehensive approach to gathering user insights. Each
method has its strengths and limitations, and we strategically select the
most appropriate method based on the specific needs of the data
subjects and the insights we aim to gather

24. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Feedback Processing
24
Processing User Feedback:
• Data Collection - Collected feedback
from various channels, such as surveys,
interviews, and social listening, is
centralized and organized
• Categorization - Feedback is
categorized based on themes, topics, or
issues to facilitate efficient analysis
• Prioritization - We prioritize feedback
based on severity, potential impact, or
the number of users affected
• Documentation - All feedback is
thoroughly documented, ensuring that
no insights are lost and that actions can
be tracked
Analysis and Action:
• Analysis - Feedback is analyzed for
patterns, trends, and common issues,
allowing us to identify areas of
improvement
• Action Plan - A structured action plan
is developed to address the identified
issues, including necessary changes,
process improvements, or policy
adjustments
• Timely Response - We aim to
respond to data subjects promptly,
acknowledging their feedback and
providing information on the steps
being taken
These techniques allow us to efficiently process and act upon user feedback, ensuring that data
subjects' concerns and insights are taken seriously and addressed promptly. Our commitment to
continuous improvement is made possible through this systematic approach.

25. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Notifications and Advice via Electronic Means
25
At the PDPS, we place a high emphasis on providing timely and consistent communication with data
subjects through electronic means
• Real-time Updates: We strive to provide real-time updates and notifications to data subjects.
Timeliness is critical in addressing concerns and keeping users informed
• Consistency: Consistent communication ensures that data subjects are aware of any
developments or changes related to their cases or concerns. It fosters trust and transparency

26. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Sharing Insights and Feedback
26
At the PDPS, we value the insights and feedback from data subjects and have established convenient methods for
them to share their input
We've established preferred methods to make it as easy as possible for data subjects to share their insights and
feedback with us. Their input is invaluable in helping us improve our services and ensure the protection of personal
data

27. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
27
PSDA’s Mission
Public Service Development Agency (PSDA)
functioning under the Ministry of Justice
was founded in July 2012
Supporting Georgia’s ongoing reforms
Fostering creativity and innovation in public services
Assisting public entities to improve the delivery of public services
Updating the population database

28. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
28
Apostille and Legalization
Information Technologies
Citizenship and Migration
Innovative Service Lab Civil acts and registration
Project Management
PSDA
Civil Registry
Service Development
Main Directions of PSDA

29. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
29
Main Activities
Public Administration Reform (PAR)
“Public Service Development Strategy 2022-2025” with its Action
Plan 2022-2023
Improvement of public services countrywide through introducing
unified standards in service design, delivery, quality assurance and
costing
PSDA coordinate implementation of this 4 direction (with expert
support) in different agencies

30. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Main principles/ Values, Approaches in public service delivery system
(within PAR framework)
30
Customer orientation through co-creation
Quick feedback cycle
One stop-shop, once only
Equal access and non-discrimination
Digital by default

31. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Equal access and non-discrimination
31

32. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Gathering customer feedback
32
Public Service Hall - above 90%
of customer satisfaction score
Public service delivery based on a customer oriented
approach in Georgia
Main indicator - high satisfaction of customer
Customer satisfaction survey is being implemented in 4
agencies

33. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Assessment of customer expectation and perception
33

34. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Quantitative Research Method Qualitative Research Method
• Face-to-face interview
• Telephone survey
• Survey by mail
• Proceeding data by SPSS
• Focus groups
• In-depth interview
34
Method, ways and tools of receiving customer feedback

35. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
A satisfied employee means a satisfied customer
35
Implementation of employee satisfaction survey and evaluation of
services by employees
User recommendation - Our customer is our supporter in co-creation of
service design

36. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Digital feedback of customers
 Simple
 Fast
 Time saving
Advantages
 Lack of digital skills
 Lack of access to the Internet
Disadvantage
36

37. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Thank you for your attention!
37