From Skills to Service: EU and UNDP Empower Future Public Servants with Inclusive Communication Training

From Skills to Service: EU and UNDP Empower Future Public Servants with Inclusive Communication Training

20 May 2026 - A three-day intensive training programme for participants of the national internship initiative has been launched in the Tashkent region.

Held from 20-22 May, the training brings together 42 university and Master's students from across the country. The programme aims to equip future public servants with practical communication skills to deliver inclusive, gender-sensitive, and citizen-oriented public services.

The training is organized within the framework of the EU-funded project "Further Improvement of Public Services Delivery in Uzbekistan" (FIPSD), implemented by UNDP in partnership with the Ministry of Justice.

As Uzbekistan continues to expand its public service system-with over 200 Public Service Centers and hundreds of digital services-human interaction remains essential. Many citizens, particularly women, elderly people, and residents of rural areas, still rely on in-person support to navigate procedures and overcome digital literacy barriers.

The training is designed as a practice-oriented programme, combining short inputs with hands-on exercises. Over three days, participants will:

• Strengthen communication skills, including active listening and clear, simple explanations;

• Learn techniques to handle challenging interactions and reduce stress for citizens;

• Build awareness of gender and inclusion barriers in accessing services;

• Practice real-life scenarios through role plays and simulations based on Public Service Center environments.

"Clear, respectful, and proactive communication is at the heart of citizen-centered public services. The European Union is proud to support initiatives that help future public servants better understand and respond to the needs of all citizens, ensuring that no one is left behind," said Mr Christos Marazopoulos, Head of Cooperation of the EU Delegation in Uzbekistan.

The programme places strong emphasis on inclusion, reflecting existing gaps in digital skills and access. By strengthening interpersonal and communication capacities, the training helps ensure that digitalization leads to greater accessibility-not new barriers.

"We believe that the quality of public services depends not only on systems, but on people. This training empowers young professionals with the skills and mindset needed to deliver services with empathy, professionalism, and respect for diversity," said Ms Akiko Fujii, UNDP Resident Representative in Uzbekistan.

By the end of the programme, participants will return to their regions better prepared to support citizens in navigating public services, contributing to a more responsive, inclusive, and people-centered public administration across Uzbekistan.

Background:

"Further Improvement of Public Service Delivery in Uzbekistan" project funded by the EU and implemented by UNDP with total budget of EUR 4,900,000 and implementation duration of 2024-2029 is aimed to address key challenges such as limited access to public services in rural areas, low digital penetration, and outdated institutional frameworks. It will do so through four strategic pillars:

1. Transform institutional, legal, and regulatory frameworks underpinning the back office of the national public services delivery system.

2. Enhance capacity of the back-office institutions in public service delivery to ensure their effective operation at the national, regional and local levels.

3. Conduct digital and user-centric transformation of the back-office institutions to improve availability and quality of public services.

4. Transform the system of local governance to ensure responsiveness, accountability and better operation of regional and local institutions functioning as back offices.

The Project supports Uzbekistan's reform agenda and contributes to the achievement of the Sustainable Development Goals (SDGs), in particular SDG 16 on strong institutions and SDG 9 on innovation and infrastructure. By 2029, the initiative seeks to conduct functional reviews of 11 back-office institutions, train 1,000 civil servants on inclusive and user-centric service delivery, digitally transform at least 35 public services, and establish 34 new public service zones in makhallas across the country. These comprehensive reforms will significantly enhance citizen access to efficient, transparent, and inclusive government services nationwide.

About the European Union

The European Union is an economic and political union of 27 European countries. It is founded on the values of respect for human dignity, freedom, democracy, equality, the rule of law and respect for human rights, including the rights of persons belonging to minorities. It acts globally to promote sustainable development of societies, environment and economies, so that everyone can benefit.

For more information, please contact:

Mr Jaloliddin Badalov
Communication Analyst
UNDP in Uzbekistan
Taras Shevchenko 4, Tashkent, Uzbekistan
Email: [email protected]
Website: https://www.undp.org/uzbekistan

Ms Malika Musaeva
Press and Information Officer
Delegation of the European Union in the Republic of Uzbekistan
International Business Centre / 107B, Amir Temur Avenue, Tashkent, Uzbekistan
Email: [email protected]
Website: www.eeas.europa.eu/delegations/uzbekistan