Study on citizens’ satisfaction with public services in Georgia. 2019

Study on citizens’ satisfaction with public services in Georgia. 2019

January 28, 2021

The present study examines the level of citizens’ satisfaction with the services provided by municipalities in Georgia. It focuses on a wide range of issues including education, social programs, healthcare, recreation, utility services, and road infrastructure.

The study explored the methods of the qualitative, quantitative and desk research. 12 focus groups and 20 in-depth interviews have been conducted in different regions of Georgia within the framework of the qualitative research, while the quantitative research consisted of 3400 face-to-face interviews with the adult population of Georgia.

The research findings are compared to the results of similar studies conducted in 2017, 2015 and 2013.

Key findings:

  • Public kindergartens are the least trusted in Tbilisi (84%) and the most trusted in the villages (94%).
  • 87% of the respondents are most satisfied with the access to public schools, while 66% are least satisfied with the activities of the supervisory board.
  • 36% of the respondents have access to vocational institutions in the municipality, and according to 76%, public transportation is accessible to reach these institutions.
  • Tourism (38%), medicine (36%), construction (36%), agriculture (32%) and IT (20%) are named as high priority professions.
  • 30% of the respondents report that neither they nor their family members receive any social assistance from the state.
  • Nearly half of the respondents are not aware of the following services: shelters for victims of violence (48%), provision of shelter for homeless children (39%), and social housing owned by the municipality (52%).
  • The maternity service fee is more or less or completely affordable for the majority of respondents (74%).
  • The emergency medical service is the least used in Tbilisi (86%) and mostly used in Racha-Lechkhumi-Kvemo Svaneti (96%). 90% of respondents who have called the emergency medical service are satisfied with the service
  • The number of respondents or family members who were provided with preventive vaccinations in 2019 has increased compared to the previous round (2017 – 27%, 2019 – 38%). 98% reported that they are satisfied with the service.
  • 49% of the respondents were satisfied with the healthcare system, and 35% were neither satisfied nor dissatisfied.

The study was carried out by ACT Impact with the assistance from UNDP and the Swiss Agency for Development and Cooperation (SDC), the Austrian Development Cooperation (ADC) and the Ministry of Regional Development and Infrastructure of Georgia (MRDI).