Service Quality Assessment Report of Kakheti Region Municipalitie

In 2019, the Center for Training and Consultacy, working crlosely with local municipalities and experts of the field, developed a Municpal Service Quality Assessment Toolkit (MUSQAT). The same year, as part of a pilot process, 16 Georgian municipalities of various regions, with the support of the CTC, carried out the self-assessment assessment via MUSQAT.

In 2020, with the support of the experts from the Austrian Centre for Public Administration Research (KDZ) CTC team revised the MUSQAT and finalised its the second edition.  The same year, CTC coordinated a joint effort of all eight Kakehti municipalities to carry out self-assessment and developed service improvement action plans.

In 2021, CTC develped external assessment methodology based on the MUSQAT and conducted an external assessment of municipal services in the Kakheti region with the involvement of local civil society organizations.

The report presents the findings of external assessments of services provided by the municipalities in Kakheti and focuses on general trends, findings and conclusions related to municipal service quality control.

The report has been produced with the assistance of the European Union. Its contents are the sole responsibility of authors and do not necessarily reflect the views of the European Union.

The document was developed by the author commissioned by the Center for Training and Consultancy (CTC).