The Law On state services establishes the legal framework for the provision of state services. It defines core concepts such as state services, service recipients and providers, the “one-stop shop” and “single application” principles, electronic and proactive services, and the role of the State Corporation “Government for Citizens.” The overall aim of the Law is to ensure that state services are accessible, high-quality, transparent, non-discriminatory, and efficient, while limiting bureaucratic barriers and promoting continuous improvement through digitalization and process reengineering.
The Law sets out detailed rights and obligations of service recipients and service providers. Service recipients are entitled to full and reliable information, to receive services in paper or electronic form (including through one application or proactive delivery), to use digital documents, and to challenge decisions or actions of authorities. Service providers, including central and local executive bodies and the State Corporation, are obliged to deliver services within established standards, ensure accessibility for persons with disabilities, avoid unnecessary document requests, protect personal data, and provide timely information on service status. The Law also regulates refusal grounds, complaint handling procedures, and guarantees access to judicial review when rights are violated.
Institutionally, the Law allocates competencies among the Government, authorized central bodies, local executive authorities, and the State Corporation, and introduces mechanisms for partnership organizations to assist in service delivery. It governs the maintenance of a unified state services register, the adoption and public discussion of by-laws regulating individual services, and the use of electronic government platforms, biometric identification, and mobile channels. The Law further establishes state control, quality assessment, and public monitoring of state services through inspections, evaluations, and social oversight, with liability applicable for violations. Overall, the Law reflects the country’s shift toward a citizen-centered, digital, and accountable system of public service delivery.