Existence of a service delivery policy and institutional set-up

A service delivery policy or strategy is in force

It is required the existence of a service delivery policy or strategy that covers the entire central government. For the strategy to be considered covering the entire central government, it is required that it covers all sectorial policies in the competency framework of the central government. The existence of sectorial strategies for some policy sectors is not enough to fulfil the criterion. The strategy can be contained in one or several planning documents and it should be in force (valid) the year of the assessment. The service delivery policy or strategy can be part of a more general strategy (e.g. public administration reform (PAR) strategy) or it can be one or several planning documents related to only service design and delivery.

Service delivery planning document(s) include a situation analysis, including identification of existing problems and user needs

Review of government service delivery planning document(s) to check they have a situation analysis, including identification of existing problems and data on user needs and preferences regarding administrative services.

Service delivery planning document(s) include policy objectives

Review of government service delivery planning document(s) to check they include policy objectives.

Service delivery planning document(s) include outcome-level indicators for policy objectives

Review of government service delivery planning document(s) to check they include outcome-level indicators for policy objectives.

Service delivery planning document(s) include baseline and target values for outcome-level indicators

Review of government service delivery planning document(s) to check they include baseline and target values for outcome-level indicators.

Service delivery planning document(s) include activities linked to specific institutions with clear deadlines for completion

Review of government service delivery planning document(s) to check they include activities linked to specific institutions with clear deadlines for completion.

Reported implementation rate of planned service delivery activities (%)

Review of service delivery planning documents and reports. Reported implementation rate is calculated based on actions contained in all service delivery planning documents during the last full calendar year. If there is no information on implementation of the action plan(s) of one or more strategies comprising the public administration reform (PAR) agenda, it is assumed that the activities planned for the reporting year have not been implemented from the list of all planned activities of all strategies. Activities that are ongoing, continuous or only partly implemented will not be counted. Points are allocated based on the reported implementation rate of activities: - x < 25% = 0 points - 25% ≤ x < 90% = linear function - x ≥ 90% = 5 points.

Reported fulfilment rate of planned service delivery objectives (%)

Analysis is based on measurable reform objectives set by the government in one or more service delivery planning documents. The number of fulfilled reform objectives is compared with all reform objectives. If the government has established annual targets or results, these are taken into account in the analysis. If the government has established less frequent targets or results, the analysis will take into account the data from the latest available year (providing it dates no more than three years back). If the government has not set targets or any other form of measurable reform objectives, 0 points are awarded. The sub‑indicator is calculated based on all targets that are fully achieved. If all targets are fully achieved, the rate is 100%. Points are allocated based on the reported fulfilment rate of objectives: - x < 25% = 0 points - 25% ≤ x < 90% = linear function - x ≥ 90% = 5 points.

A responsible body has been appointed with the mandate to co-ordinate and steer the service design and delivery for the entire central government

Review of legislation. To fulfil this criterion a regulation (law or bylaw) should designate a responsible body with the mandate to co-ordinate and steer the service delivery policy for the entire central government. It is not prescribed which type of body, only that a clear mandate is given to a ministry, agency, unit inside the office of the prime minister, or inter-ministerial committee, etc. If competences are shared between more than one official or body, points are awarded if there is evidence of a co-ordination mechanism (e.g. co-ordination committee).

The responsible body has the mandate to propose and initiate simplification of services that involve more than one ministry or agency

Review of legislation to check that the mandate to propose and initiate simplification of services that involve more than one ministry or agency, being able to set Inter-ministerial or interagency groups, to lead these groups, and to prepare proposals and submit them to the council of ministers for approval. If competences are shared between more than one official or body, points are awarded if there is evidence of a co-ordination mechanism (e.g. co-ordination committee).

The responsible body has the mandate to approve a common methodology for setting service standards or citizen charters

Review of legislation to verify that the law or bylaw establish the mandate to approve a general methodology or guidance for setting service standards or citizen charters, including how to define standards and indicators, how to establish performance measures and corrective mechanisms, etc. If competences are shared between more than one official or body, points are awarded if there is evidence of a co-ordination mechanism (e.g. co-ordination committee).

The responsible body has the mandate to approve a common methodology for measuring citizen and business satisfaction with public administrative services

Review of legislation to verify that a law or bylaw establishes the mandate to approve a common methodology for measuring citizen and business satisfaction with public services, including the definition of sampling methods, scales, standardised questions, etc., ensuring the comparability between different service providers. If competences are shared between more than one official or body, points are awarded if there is evidence of a co-ordination mechanism (e.g. co-ordination committee).

The responsible body has the mandate to collect and publish information about performance and satisfaction with public services in the entire central government

Review of government documentation to verify that the responsible body has the mandate to collect and publish regularly information about performance and satisfaction with the functioning of public services. It can be a formal report, but also publicly accessible dashboards or scorecards are admissible if they contain information about all line ministries and central government agencies.