Existence of service delivery standards

There is an obligation for all line ministries and agencies to define and publish service quality standards

Review of legislation to verify that all line ministries and agencies are obliged to define and publish service quality standards.

The government has published common guidelines or criteria exist to define service quality standards for public services

Review of government documentation to verify that the government has published common guidelines or criteria exist to define service quality standards for public services.

Evidence of standard publication of basic service elements in practice

Review of government documentation to verify the number of the following services which have standard basic service elements published. The standard basic elements are a. Purpose of the service; b. Target group (persons entitled to receive the service) c. Information of documents required; d. Deadline to apply (if exists); e. Deadline of the authority to answer to the application. The services to be checked are the following: 1. Registering in the civil registry (birth, marriage, divorce, death) 2. Registering/requesting certificates in the healthcare system 3. Claiming unemployment benefits 4. Applying for a disability pension 5. Declaring personal income tax 6. Registering a second-hand car 7. Starting a business 8. Registering a new employee 10. Declaring corporate income tax 11. Declaring value-added tax (VAT) 12. Registering financial statements If the service is provided both physical and digital, evidence of standards for both channels is necessary to fulfill the criterion. Points are allocated based on the number of the selected services that has a standardised basic information published (x): - x = 0 = 0 points - 1 ≤ x < 12 = linear function - x = 12 = 6 points.

Evidence of publication of service charters practice

Review of government documentation to verify the share of the following services that count on a service charter in force and enacted or revised in the last four calendar years. The services to be checked are the following: 1. Registering in the civil registry (birth, marriage, divorce, death) 2. Registering/requesting certificates in the healthcare system 3. Claiming unemployment benefits 4. Applying for a disability pension 5. Declaring personal income tax 6. Registering a second-hand car 7. Starting a business 8. Registering a new employee 10. Declaring corporate income tax 11. Declaring value-added tax (VAT) 12. Registering financial statements If the service is provided both physical and digital, evidence of standards for both channels is necessary to fulfill the criterion. Points are allocated based on the number of the selected services that has a service charter published (x): - x < 1 = 0 points - 1 ≤ x < 12 = linear function - x = 12 = 6 points.