President Mirziyoyev Calls for Reform of Citizens’ Appeals System to Strengthen Government Accountability

Tashkent, The Gulf Observer: President of Uzbekistan Shavkat Mirziyoyev chaired a videoconference meeting on March 13 focused on improving the system for handling citizens’ appeals, strengthening the activities of People’s Receptions, and conducting a comprehensive analysis of public opinion across the country.

During the meeting, it was noted that Uzbekistan’s population has exceeded 38 million, while citizens’ incomes have doubled over the past nine years. A governance mechanism has also been established in which ministers and regional leaders (hokims) work directly at the mahalla level to address the everyday concerns of residents. This year, 56 trillion Uzbek soums have been allocated to improve infrastructure and living conditions in mahallas nationwide.

Despite these significant opportunities, the President emphasized that many issues raised by citizens are not always resolved promptly. He recalled that People’s Receptions were created nine years ago to bring government institutions closer to the public, but stressed that the system must now evolve to meet modern public expectations.

Mirziyoyev stated that the guiding principle for leaders at all levels should be: “I must know the problems of every person and every family and provide timely assistance.”

The President reviewed data showing that the country records an average of 319 appeals per 10,000 residents, with higher levels reported in several regions, including the capital city of Tashkent, Navoi, Syrdarya, Surkhandarya, Jizzakh, Kashkadarya, and Tashkent regions. In some districts and cities, such as Dehkanabad, Mirabad, Navoi, Akhangaran, and Yangiyer, the number of appeals per 10,000 residents is nearly double the national average.

Although the total number of appeals across the country decreased by 16 percent, certain districts and cities experienced increases of up to 50 percent compared with the previous year. The President criticized local authorities and officials in several areas for adopting a formal approach to addressing citizens’ concerns.

It was noted that regions where leaders are personally engaged with People’s Receptions — including Karakalpakstan, Andijan, Kashkadarya, Khorezm, and Syrdarya — have seen appeals decrease by 25–30 percent, while 60–70 percent of issues raised by residents have been resolved positively.

The meeting also highlighted the sectors receiving the highest number of appeals, including internal affairs, enforcement of court decisions, healthcare, employment, social protection, energy supply, and infrastructure.

According to official figures, more than 109,000 appeals in 2025 were related to energy, roads, and water infrastructure. To address these issues, the government has allocated 20 trillion soums this year, with instructions for regional leaders to prioritize funding for mahallas where complaints are most frequent.

President Mirziyoyev emphasized that People’s Receptions should evolve from simple complaint-receiving offices into analytical centers that identify systemic problems, work with government agencies to address them, and propose policy solutions.

The city of Karshi was designated as a pilot model for the new system during the first half of the year. Regional leaders and officials have been tasked with implementing targeted mechanisms for addressing issues such as employment for alimony payers, delayed wage payments, housing concerns, and pension assignments.

Additional reforms include granting People’s Receptions the authority to issue mandatory directives to agencies that fail to properly review appeals and establishing a public rating system evaluating government institutions’ responsiveness to citizens’ complaints.

The President also stressed the importance of sociological research alongside citizens’ appeals in shaping state policy and reforms. Government bodies will conduct continuous monitoring of public opinion to better understand societal concerns and assess trust in state institutions.

The meeting concluded with reports from regional leaders and heads of agencies, while officials were instructed to strengthen accountability and ensure effective implementation of the new system for addressing citizens’ appeals.