In recent years, Uzbekistan has embarked on a transformative journey to modernise its governance structures and significantly improve public service delivery.

Central to this transformation is the Delivery Unit - a specialised, technocratic team embedded within the Agency for Strategic Reforms under the President.

The Unit is uniquely positioned to bridge the gap between government commitments and real, measurable outcomes that directly benefit citizens.

Unlike traditional bureaucracies primarily focused on policy development, the Delivery Unit’s core mandate is implementation. It ensures that government strategies, particularly in critical social sectors, translate into tangible results.

This shift from policy formulation to result-driven execution is vital for Uzbekistan as it pursues its ambitious national development agenda outlined in the long-term vision, “Uzbekistan-2030”.

Outcome-driven public service delivery

The Delivery Unit was created with a clear and focused mission: To improve public service delivery by generating measurable improvements in key sectors through data-driven, outcome-oriented approaches.

Its strategic priorities centre on three vital sectors - water, education, and healthcare - due to their direct impact on citizen well-being and their crucial role in sustainable development.

These sectors were selected not only for their immediate importance but because their challenges often span multiple government agencies. This reality requires integrated, cross-sectoral solutions rather than siloed approaches.

The Delivery Unit’s mandate recognises that social policy challenges demand collaboration among ministries and agencies working together toward common goals, ensuring that efforts are cohesive, coordinated, and efficient.

A whole-of-government approach

What sets the Delivery Unit apart is its unwavering focus on outcomes - achieving real improvements in people’s lives over a defined timeframe, typically three years.

*Aziza Umarova shares that the Delivery Unit’s core mandate is to translate government strategies into tangible results particularly in critical social sectors. Image: Aziza Umarova*

Rather than emphasising bureaucratic processes or intermediate output, the Unit concentrates on the end results: better access to essential services, improved infrastructure, and enhanced public health and education outcomes.

Operating on a whole-of-government basis, the Delivery Unit fosters cooperation across multiple government bodies, breaking down the traditional fragmentation that impedes effective policy execution.

This collaborative environment aligns stakeholders, resources, and efforts toward unified strategic objectives.

To accomplish this, the Unit consolidates resources effectively, managing public investments with rigour and transparency. Each project is governed by clear plans, timelines, and measurable deliverables.

Leveraging technology and data analytics, the Unit enhances responsiveness and agility in public service delivery, ensuring timely course corrections and optimising impact.

Three case studies mentioned below highlight the major impact that the Delivery Unit has on improving public service delivery.

Access to drinking water

Access to safe drinking water is fundamental to public health, yet disparities remain stark between urban and rural Uzbekistan.

Despite substantial government investments supported by approximately US$3.5 billion (S$4.5 billion) from International Financial Institutions (IFIs), data on water access has been unreliable and fragmented.

The state-owned water utility, Uzsuvtaminot, reported that 74 per cent of the population was connected to water supply networks. However, these figures are based on district-level reports lacking detailed verification and digital integration, limiting their utility for precise planning and monitoring.

To address this challenge, the Delivery Unit piloted a groundbreaking “mapathon” survey in 2023. Mobilising 120 students, the Unit conducted a detailed geo-mapping exercise in the rural Yangiyul district near Tashkent, covering 550 streets and surveying 8,000 households.

The results were eye-opening: 45 per cent of households lacked access to potable water, and among those with access, 55 per cent reported poor water quality. Moreover, four entire communities had no water supply whatsoever.

The survey further revealed that many rural schools, kindergartens, and healthcare centers also suffered from inadequate water infrastructure.

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Responding swiftly, the Delivery Unit proposed a comprehensive upgrade to social infrastructure, supported by a multi-million public investment programme aimed at enhancing water supply and sanitation across these vital community institutions.

To facilitate evidence-based planning and coordination, the Unit developed a geoportal - a centralised digital platform consolidating geospatial data related to social infrastructure projects – all schools, pre-school, healthcare, sports, water and sewage etc.

This geoportal improves data accessibility for government agencies and partners, integrates seamlessly with existing systems, and supports sophisticated analysis.

Using Geographic Information Systems (GIS), the geoportal produces detailed maps of schools, kindergartens, healthcare facilities, and water resources in nearly 10,000 communities.

Real-time data monitoring, predictive analytics, and AI-powered tools enable tracking project progress, identification of emerging issues, and strategic allocation of resources.

This innovative, data-driven approach ensures that public investments target the most underserved areas, markedly improving service delivery outcomes nationwide.

Improving sanitation facilities in schools and healthcare

The Delivery Unit also addressed critical gaps in Water, Sanitation, and Hygiene (WASH) facilities within schools and healthcare centers. Prior to intervention, data on these essential services were sparse and inconsistent.

In 2024, the Unit conducted a comprehensive survey involving 55 detailed questions directed at school administrators.

The findings were alarming: only 53 per cent of schools had access to centralised drinking water, and a mere 12.5 per cent were connected to sewage systems - far below previously reported figures by local and international partners.

Working with partners like UNICEF, imporvements to the nation's Water, Sanitation, and Hygiene (WASH) infrastrucutre was estimated to benefit over over 700 school teachers and 27,000 school children. Image: UNICEF

In response, the Delivery Unit collaborated closely with the Ministry of Economy and Finance to design a targeted public investment programme, dubbed “Clean Hands”.

This programme aims to upgrade WASH infrastructure nationwide in schools, kindergartens, and healthcare facilities. Recognising the electricity shortages and infrastructure limitations in rural areas, the Unit introduced soakaway systems - low-maintenance, user-friendly sewage solutions that operate without pumps.

These systems were piloted successfully in three regions, including Tashkent, Jizzakh, and Syrdarya.

The government allocated approximately US$85 million (S$110.7 million) annually to improve school sanitation.

The WASH programme incorporates infrastructure upgrades, construction standards for new facilities, and hygiene education campaigns targeting students, teachers, and staff.

This initiative is expected to reduce health risks, lower student absenteeism, and ensure that future schools meet modern sanitation standards.

National Cancer Control Programme for women

The Delivery Unit’s work extends into healthcare through a national cancer control programme targeting breast and cervical cancer - two of the most common and deadly cancers among women.

This initiative was developed after a year-long consultation process involving medical professionals, patient groups, and UN agencies. It emphasises early detection, timely diagnosis, comprehensive treatment, palliative care, and social support services.

A landmark achievement was the launch of the National Cancer Registry in November 2024.

Led by oncologists and supported by the International Agency for Cancer Research, this registry collects real-time data on cancer cases, screening results, and treatment progress throughout Uzbekistan.

The registry enables the Ministry of Health to monitor cancer incidence and mortality, optimise resource distribution, and assess programme impact at both national and regional levels.

The cancer control programme also includes nationwide awareness campaigns encouraging women to participate in screening programs, emphasising early detection as critical for saving lives.

The Delivery Unit integrates GIS mapping, data analytics, and patient feedback mechanisms to continually refine service delivery and maximise impact.

Inclusive and transparent policymaking

A defining feature of the Delivery Unit’s success is its commitment to inclusive and transparent policy making. The Unit actively engages a wide range of stakeholders, including government agencies, local communities, technical experts, and civil society.

This participatory approach ensures that policies are responsive to the needs and values of citizens while remaining technically sound and institutionally feasible.

Such inclusivity fosters institutional capacity-building, transparency, and cross-sector collaboration - critical components for sustaining reforms and delivering effective public services.

Demonstrated success and broader impact

*Despite its new beginnings, Umarova shares that the Delivery Unit serves as promising example for nations looking to follow suit. Image: Agency of Strategic Reforms of the Republic of Uzebekistan*

Though still relatively new, the Delivery Unit’s integrated model has already yielded substantial improvements in water access, educational infrastructure, and healthcare services across Uzbekistan.

Its emphasis on data-driven decision-making, interagency collaboration, and outcome orientation is gradually reshaping entrenched bureaucratic cultures.

By embedding the Unit within the Presidential Administration and the Agency for Strategic Reforms, Uzbekistan has established a governance innovation that aligns policy direction with execution - a combination often lacking in many developing countries.

This model serves as a promising example for other nations seeking to strengthen public sector performance and accelerate sustainable development.

Aziza Umarova is a public sector reform expert with a focus on Central Asia, particularly Uzbekistan. She leads the Delivery Unit at the Agency for Strategic Reforms under the President of Uzbekistan. Formerly with the United Nations Development Programme (UNDP) in Singapore and Tashkent, she has advised globally on governance innovation.

Ministry of Digital Technologies of the Republic of Uzbekistan