Monitoring system of service standards

The government regularly produces a report or a dashboard complying the performance of selected services

Review of government documentation to verify whether the government regularly produces a report or a dashboard assessing the performance of a substantial number of services. As a minimum five of the following metrics have to be published: i. Volume of monthly transactions by ministry/agency ii. Average waiting time at the premises for in-person services iii. Average time it takes to complete online forms for digital services iv. Performance metrics on costs (such as average cost of transaction for each service) v. Uptake of digital channels vi. Percentage of users that completed the online service that they attempted vii. Average response time to the citizen’s request

Evidence of corrective actions implemented to correct deviations in last two years

Review of government documentation to assess whether there is evidence of corrective measures taken by the government to respond to information from the performance management system. Points are allocated depending on the number of cases presented by the administration showing evidence of a singular corrective action taken as result of results of the performance monitoring system. Each case presented assigns 1 point, the maximum possible points are 8 (8 cases).