Context
The Mobile Public Service Hall was developed to address unequal access to public services at the subnational level, particularly in rural and high-mountainous regions of Georgia where geographic isolation, weak infrastructure, and socio-economic barriers prevented citizens from reaching service centres. Although the Public Service Hall operates 127 branches, establishing permanent infrastructure in all settlements is neither feasible nor cost-effective. This created a need for innovative, user-centric, and resource-efficient service delivery models.
The project responds to national priorities of inclusive governance and aligns with Category III by redesigning service delivery around citizens’ needs and bringing integrated services directly to communities. Specially equipped mobile units provide nearly 500 interoperable services from multiple public institutions and selected private partners under a one-stop shop model.
The initiative is evidence-based: locations and schedules are determined using population data, distance from existing branches, demand analysis, and feedback from local authorities and citizens. By reducing administrative, financial, and time barriers, the project strengthens territorial equity, improves trust in public institutions, and supports data-driven, cooperative, and citizen-oriented public service delivery at the local level.
Objectives
The project’s primary objective is to ensure equal, uninterrupted access to public services for citizens living in remote and underserved areas. Identified needs included long travel distances, high transportation costs, limited mobility for vulnerable groups, and delays in accessing administrative and legal services.
To address these challenges, the project delivers integrated services directly to communities through mobile units operating on scheduled routes. Key objectives include expanding geographic coverage without building costly infrastructure, reducing citizens’ financial and time burdens, maintaining full service quality, and increasing access for vulnerable populations such as elderly persons, persons with disabilities, socially vulnerable households, ethnic minorities, and residents of high-mountainous or occupation-line areas.
The initiative also aims to strengthen user-centric governance by integrating services from multiple public agencies into a single platform, improving administrative efficiency and interoperability. By bringing services closer to citizens and continuously adjusting operations based on demand and feedback, the project increases public value, promotes inclusion, and enhances trust in government at the local level.
Implementation
The project was designed using an evidence-based approach, including analysis of population size, distance to existing branches, service demand, and consultations with local self-government. Site selection also considers infrastructure conditions, vulnerable populations, and regional priorities.
An operational model was developed to ensure full service delivery, application processing, and document distribution through mobile units. Vehicles were technically redesigned and equipped with digital systems and connectivity to ensure interoperability and continuity of services. Staff received specialised training, and resources were allocated to support mobile operations efficiently.
The project was launched in 2021 as a pilot with five vehicles, and expanded following strong demand and high customer satisfaction. Today, 18 mobile units operate across all regions, serving around 90 villages weekly and delivering more than 218 000 services. Continuous monitoring, daily performance data, and citizen feedback enable adaptive management, including route optimisation, seasonal scheduling, and resource reallocation.
Effective inter-agency cooperation, coordination with municipalities, and active public communication ensure efficient resource use and sustainable, user-centric service delivery at the subnational level.