User-centered design – New normal for Georgia’s public service?

I noticed a new grocery store next to our office recently. The owner invited me in and explained: “we’ve moved from the street nearby, but it’s not just me selling vegetables and fruits, here’s a cheese vendor who joined from the other street corner, and a butcher from the shop next door, and soon we’ll get home-made stuff, all in one place, sort of a mini one-stop-shop, just like our Public Service Hall”.

For those who are not familiar with the Georgian Public Service Hall — it is often compared to Disney Land by visiting public service innovators, fascinated by the concept, physical space and technology allowing to change passport in a day’s time or register property while enjoying cup of coffee in a cafe right in the same building, which for ordinary Georgians has become a new normal, something that can be replicated in a street shop round the corner.