World Bank Document

 

5. 

The introduction of an e-governance Master Plan makes e-government tools mandatory 

for public bodies, but they need more support to optimize citizen feedback. All ministries are 

linked to the MyGovUz portal, where citizen complaints can be registered and channeled to respective 

ministries. Some have experimented with phone-based complaints―e.g. the Ministry of Labor 

introduced a hotline for quality of services provision, outsourced to a professional call center 

company. The authorities’ interest in e-government, the high penetration of mobile and internet 

services, as well as high levels of literacy, together present a significant opportunity for developing 

IT-enabled citizen engagement, introducing relatively low-cost solutions, applications, and crowd-

sourcing platforms. There is also a need to enhance the demand-side through awareness and trust-

building initiatives for users, as well as efforts to ensure that the marginalized can also enjoy e-

government benefits.