SCOPE: Bayanzurkh district, Ulaanbaatar city

DATA COLLECTION METHOD: Quantitative Research and Mystery shopping study

SAMPLE SIZE: Quantitative research: n=620, Mystery shopping study: 22 organizations

TIME PERIOD: 2021.12.31 – 2022.03.18

GOAL: The aim is to listen to the citizens' opinions about the quality and accessibility of activities and services of Bayanzurkh District Governor's Office, khoroos, and public service organizations.

MAIN FINDINGS: In the framework of this research, a mystery shopping study was conducted to determine the customer evaluation of public institutions in Bayanzurkh district and the quality of public services. The evaluation of customer satisfaction was obtained using 40 questions in 4 groups, such as the operation of the BZD Governor's Office, service quality, availability, knowledge, skills, and relations of employees, using the Likert scale value. According to the mystery shopping study, the services of government employees were evaluated by 20 indicators in 3 groups. The research result indicated that citizens were not satisfied with the availability of government services and conditions of the service provider. It was considered necessary to improve the comfort of the waiting room of the government organization, to create a friendly environment for people with disabilities, to solve the parking lot problem, to increase the greenery in the vicinity, and to provide public services quickly and without bureaucracy.