User engagement and participation

Use of user research or consultation tools

Review of reports, government websites and documentation of the selected administrative services. Official government data and information. Interviews with the central government function responsible for service quality co-ordination (if it exists) and with line ministries and agencies. It is verified whether ministries/agencies have adopted: • conventional user research and consultation tools (surveys of user needs, expectations and satisfaction, administrative burden perception, systems for complaints and suggestions); • advanced user research and consultation tools (e.g. mystery shopping, user focus groups and panels, user segmentation A/B testing of transactional services or service prototypes, customer journey maps for life events, interacting with users through digital channels). Evidence is required that the tools were applied during the current or previous calendar year relating users of the following services: 1. Registering in the civil registry any of the following events: birth, marriage, divorce, death 2. Registering/requesting certificates to the administration of the healthcare system (e.g. obtaining a health insurance card, a certificate of proof of health insurance coverage, certificate of vaccination, etc.) 3. Claiming unemployment benefits 4. Applying for a disability pension 5. Presenting an income tax declaration 6. Registering a second-hand car 7. Providing information and guidance to entrepreneurs in the process of tarting a business 8. Registering a new employee 9. Declaring corporate income tax 10. Declaring value-added-tax (VAT) 11. Registering financial statements in the business registry] 12. Applying for an environmental subsidy (e.g. for installing solar panels, improve building insulation, etc.) Points are allocated based on the number of cases (x): • x = 0 = 0 points. • 1 ≤ x < 12 = linear function. • x = 12 = 12 points.

User involvement in the (re)design of public administration services

Review of government documentation and interviews to verify the administration has (re)designed public administrative services in the last three calendar years based on user inputs, opinions or ideas brought by user representatives or stakeholders. Re-designing per se does not suffice to fulfill the criteria. Evidence must be shown that user insight was taken into account to define the improvement of services. Points are allocated based on the number of cases (x): • x < 1 = 0 points. • 1 ≤ x < 8 = linear function. • x = 8 = 8 points.