Georgia: Public Services

Lord Bishop of Oxford Excerpts

Monday 16th July 2012 Lords Chamber

Asked by

[Lord Harries of Pentregarth]

To ask Her Majesty’s Government what lessons they are learning from the introduction of “one-stop shops” for public services in Georgia.

[Lord Wallace of Saltaire]

My Lords, the Government are always willing to learn from examples of good practice from overseas. I compliment the noble and right reverend Lord for highlighting the Georgia case. He may be aware that US Secretary of State, Hillary Clinton, has just made some very complimentary remarks about the Georgian public service halls. The wider public sector in the UK has already done a great deal on one-stop shops, working across organisational boundaries and making it easier for customers to access services in a more joined-up fashion. The implementation of the Government’s Digital by Default agenda will provide government information and services online and in one place that will be simpler, clearer and faster for users.

[Lord Harries of Pentregarth]

I thank the Minister for his reply. I am indeed aware of the Government’s desire to reform public service provision. As he has mentioned, the example of Georgia is truly remarkable. While driving to one such public service hall when I was there recently, our escort asked us for our details. When we arrived only 15 minutes later we were all presented with replica Georgian passports. This was just one example of their speed and user-friendly approach. Will the Minister encourage different government departments to look at the actual design of these halls, because whatever we have in the way of digital provision, there will still need to be a place where some people can go? Secondly, will he see if they can work together, perhaps with the Post Office, in such public service halls?

[Lord Wallace of Saltaire]

I congratulate the noble and right reverend Lord, Lord Harriesvili, on his new citizenship. On the question of design, I have looked at the pictures of some of these new public service halls in Georgia—they are magnificent buildings, on a scale that I do not think would be easily accepted by the media in this country; it is easier for a country that is coming out of a socialist era in the way that Georgia is doing. The Government are aware, however, that the Georgian provision depends heavily on using new technology, and that parallels exactly what we are attempting to do with the Digital by Default exercise.