The Authority for Government Supervision has been implementing a joint project with the Governor’s Office of the Capital City, approved on April 4, 2025, to identify challenges faced by citizens and civil servants and improve the quality and accessibility of public services.

Within the framework of this cooperation, a satisfaction survey was conducted among civil servants of the Governor’s Office of the Capital City and its 20 affiliated organizations, as well as citizens who received public services. In addition, a comprehensive analysis was carried out based on complaint and petition data submitted between 2022 and 2024.

The findings of the study were presented to Ms. Oyunchimeg, Head of the Governor’s Office of the Capital City, and Mr. Uuhanbat, Head of the Unified Service Center of the Capital City.

Key Findings of the Study include:

• The attitude and communication of civil servants directly affect citizen satisfaction with public services,
• Complaints alone account for 53.7 percent of total petitions and grievances,
• Three out of every ten civil servants reported dissatisfaction with their jobs,
• Citizens frequently face challenges such as having to return multiple times to obtain a single service or being unable to receive services in full.

Based on the study results, a discussion among officials of relevant organizations is planned for March 3, 2026, to determine further actions and policy directions.

This study is significant in enhancing the quality and effectiveness of public services and in establishing a citizen-friendly and efficient service delivery system.