The system for handling citizens’ appeals will be brought to a new level
Uzbekistan
On March 13, a video conference meeting chaired by President Shavkat Mirziyoyev was held to discuss improving the system for handling citizens’ appeals, raising the effectiveness of People’s Receptions, and conducting deeper analysis of public opinion.
It was noted that the country’s population has exceeded 38 million, while citizens’ incomes have doubled over the past nine years. A system has been established in which ministers and regional governors work directly at the mahalla level to resolve local issues. In 2025, 56 trillion soums have been allocated to improve infrastructure and living conditions in mahallas.
At the same time, the President emphasized that despite the existing opportunities, problems raised by citizens are not always resolved in a timely manner.
“When People’s Receptions were established nine years ago, the main goal was to bring state bodies closer to the people. They worked effectively at that time. However, today it is necessary to update this system in line with the current needs of the population,” the head of state said.
It was stressed that the principle “to know the problems of every person and every family and provide timely assistance” should become the foundation of the work of leaders at all levels.
During the meeting, the current situation regarding citizens’ appeals was analyzed. On average, there are 319 applications and complaints per 10,000 people across the country. However, this figure is significantly higher in several regions: 535 in Tashkent city, 462 in Navoi region, 452 in Syrdarya and Surkhandarya regions, 430 in Jizzakh region, 368 in Kashkadarya region, and 350 in Tashkent region.
In Dehkanabad and Mirabad districts, as well as in the cities of Navoi, Akhangaran, and Yangiyer, the number of appeals per 10,000 residents is almost twice as high as in other areas.
Although the overall number of appeals across the republic decreased by 16 percent, it increased by nearly 50 percent in Karauzbazar, Nurata, Kanimekh, and Tuproqqala districts as well as in Namangan city. A formal approach by some regional leaders and officials to on-site and personal receptions of citizens was criticized.
It was recalled that since last year governors have been personally responsible for the work of People’s Receptions. Positive results were noted in Karakalpakstan and in the Andijan, Kashkadarya, Khorezm, and Syrdarya regions, where appeals decreased by 25–30 percent due to active leadership, and 60–70 percent of the issues raised were resolved positively.
However, no significant progress has been observed in other regions. For instance, more than half of the 170,000 appeals in Tashkent city and 110,000 appeals in Tashkent region remain unresolved. The number of repeated appeals has increased in Surkhandarya and Samarkand regions and in the capital.
It was emphasized that resolving issues only after they gain attention on social media undermines public trust in government institutions.
The meeting discussed the sectors receiving the largest number of appeals, including internal affairs, enforcement proceedings, healthcare, employment, social protection, energy, and infrastructure.
For example, around 70,000 appeals related to alimony were received last year. Despite measures taken, about 30 percent remain unresolved due to the absence of official income among payers. The need for closer cooperation with employment services and the “mahalla seven” was highlighted.
It was also noted that a system has been created for organized labor migration, allowing citizens to work abroad in higher-paying jobs. However, citizens with alimony obligations cannot currently use this opportunity. A mechanism ensuring that they can work abroad while protecting the rights of alimony recipients is to be developed.
A large number of complaints are also related to the activities of internal affairs bodies, particularly the quality of investigations and the communication culture of officers. Measures were ordered to strengthen the professional development of prevention inspectors and investigators.
In 2025, more than 109,000 appeals were submitted concerning energy, road, and water infrastructure. A high number of such complaints were recorded in several districts of the Andijan, Samarkand, Kashkadarya, and Surkhandarya regions, as well as in the cities of Samarkand, Namangan, Termez, Karshi, and Andijan.
This year, 20 trillion soums have been allocated to address these issues. Directing funds primarily to mahallas with the highest number of complaints is expected to increase public satisfaction and reduce appeals.
The effectiveness of the “Initiative Budget” program was also noted. At the same time, about 2,000 mahallas that generated 25,000 infrastructure-related appeals have not submitted a single project under the program. Responsible authorities were instructed to assist them in preparing initiatives.
Some ministries were criticized for providing only formal responses instead of practical solutions. The Ministry of Higher Education, Science and Innovation failed to offer practical solutions for 64 percent of appeals, the Construction and Housing Control Inspection for 61 percent, and the Ministry of Transport for 58 percent.
The President emphasized the need to fundamentally revise the system of handling citizens’ appeals. People’s Receptions should become not only places where appeals are received but also centers for analyzing problems and developing systemic solutions together with responsible institutions.
A new system was presented using the example of Karshi city. Specific mechanisms for targeted work were defined regarding employment of alimony payers, delays in wage payments, the activities of service management companies, housing provision, and pension issues.
It was instructed to turn Karshi into a model city for working with citizens’ appeals within the first half of the year. The same system will be implemented in all regions and in 208 districts and cities across the country.
It was also ordered to modernize People’s Receptions, staff them with forward-thinking specialists, and create a special monitoring group for systematic analysis of appeals.
An operational headquarters consisting of senior officials from ministries and agencies will be established within the government. People’s Receptions will receive the authority to issue binding instructions to state bodies that violate procedures for reviewing appeals. In addition, a rating of government agencies based on their work with citizens’ appeals will be published every six months.
A separate office for each mahalla will be created in the President’s Virtual Reception. It will be managed by the mahalla chairperson and the youth leader, who will analyze the causes of appeals and provide daily information to governors.
The President also emphasized that sociological research is an important source for determining priorities in state policy and understanding public sentiment. Therefore, the scale and quality of such studies will be expanded, and a system of continuous monitoring will be introduced.
At the end of the meeting, reports from regional and departmental leaders were heard and additional tasks were set to strengthen executive discipline and improve the effectiveness of work with citizens’ appeals.
At the same time, the President emphasized that despite the existing opportunities, problems raised by citizens are not always resolved in a timely manner.
“When People’s Receptions were established nine years ago, the main goal was to bring state bodies closer to the people. They worked effectively at that time. However, today it is necessary to update this system in line with the current needs of the population,” the head of state said.
It was stressed that the principle “to know the problems of every person and every family and provide timely assistance” should become the foundation of the work of leaders at all levels.
During the meeting, the current situation regarding citizens’ appeals was analyzed. On average, there are 319 applications and complaints per 10,000 people across the country. However, this figure is significantly higher in several regions: 535 in Tashkent city, 462 in Navoi region, 452 in Syrdarya and Surkhandarya regions, 430 in Jizzakh region, 368 in Kashkadarya region, and 350 in Tashkent region.
In Dehkanabad and Mirabad districts, as well as in the cities of Navoi, Akhangaran, and Yangiyer, the number of appeals per 10,000 residents is almost twice as high as in other areas.
Although the overall number of appeals across the republic decreased by 16 percent, it increased by nearly 50 percent in Karauzbazar, Nurata, Kanimekh, and Tuproqqala districts as well as in Namangan city. A formal approach by some regional leaders and officials to on-site and personal receptions of citizens was criticized.
It was recalled that since last year governors have been personally responsible for the work of People’s Receptions. Positive results were noted in Karakalpakstan and in the Andijan, Kashkadarya, Khorezm, and Syrdarya regions, where appeals decreased by 25–30 percent due to active leadership, and 60–70 percent of the issues raised were resolved positively.
However, no significant progress has been observed in other regions. For instance, more than half of the 170,000 appeals in Tashkent city and 110,000 appeals in Tashkent region remain unresolved. The number of repeated appeals has increased in Surkhandarya and Samarkand regions and in the capital.
It was emphasized that resolving issues only after they gain attention on social media undermines public trust in government institutions.
The meeting discussed the sectors receiving the largest number of appeals, including internal affairs, enforcement proceedings, healthcare, employment, social protection, energy, and infrastructure.
For example, around 70,000 appeals related to alimony were received last year. Despite measures taken, about 30 percent remain unresolved due to the absence of official income among payers. The need for closer cooperation with employment services and the “mahalla seven” was highlighted.
It was also noted that a system has been created for organized labor migration, allowing citizens to work abroad in higher-paying jobs. However, citizens with alimony obligations cannot currently use this opportunity. A mechanism ensuring that they can work abroad while protecting the rights of alimony recipients is to be developed.
A large number of complaints are also related to the activities of internal affairs bodies, particularly the quality of investigations and the communication culture of officers. Measures were ordered to strengthen the professional development of prevention inspectors and investigators.
In 2025, more than 109,000 appeals were submitted concerning energy, road, and water infrastructure. A high number of such complaints were recorded in several districts of the Andijan, Samarkand, Kashkadarya, and Surkhandarya regions, as well as in the cities of Samarkand, Namangan, Termez, Karshi, and Andijan.
This year, 20 trillion soums have been allocated to address these issues. Directing funds primarily to mahallas with the highest number of complaints is expected to increase public satisfaction and reduce appeals.
The effectiveness of the “Initiative Budget” program was also noted. At the same time, about 2,000 mahallas that generated 25,000 infrastructure-related appeals have not submitted a single project under the program. Responsible authorities were instructed to assist them in preparing initiatives.
Some ministries were criticized for providing only formal responses instead of practical solutions. The Ministry of Higher Education, Science and Innovation failed to offer practical solutions for 64 percent of appeals, the Construction and Housing Control Inspection for 61 percent, and the Ministry of Transport for 58 percent.
The President emphasized the need to fundamentally revise the system of handling citizens’ appeals. People’s Receptions should become not only places where appeals are received but also centers for analyzing problems and developing systemic solutions together with responsible institutions.
A new system was presented using the example of Karshi city. Specific mechanisms for targeted work were defined regarding employment of alimony payers, delays in wage payments, the activities of service management companies, housing provision, and pension issues.
It was instructed to turn Karshi into a model city for working with citizens’ appeals within the first half of the year. The same system will be implemented in all regions and in 208 districts and cities across the country.
It was also ordered to modernize People’s Receptions, staff them with forward-thinking specialists, and create a special monitoring group for systematic analysis of appeals.
An operational headquarters consisting of senior officials from ministries and agencies will be established within the government. People’s Receptions will receive the authority to issue binding instructions to state bodies that violate procedures for reviewing appeals. In addition, a rating of government agencies based on their work with citizens’ appeals will be published every six months.
A separate office for each mahalla will be created in the President’s Virtual Reception. It will be managed by the mahalla chairperson and the youth leader, who will analyze the causes of appeals and provide daily information to governors.
The President also emphasized that sociological research is an important source for determining priorities in state policy and understanding public sentiment. Therefore, the scale and quality of such studies will be expanded, and a system of continuous monitoring will be introduced.
At the end of the meeting, reports from regional and departmental leaders were heard and additional tasks were set to strengthen executive discipline and improve the effectiveness of work with citizens’ appeals.
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