Quality of selected administrative services

User-centricity of selected digital services for citizens

Analysis of the EU eGovernment Benchmark: the latest biannual report on the user-centricity dimension of services for citizens. The score includes indicators on online availability, user support and mobile friendliness. Points are allocated based on the EU Digital Benchmark of services for citizens: user-centricity score (x): • x < 50% = 0 points • 50% ≤ x < 100% = linear function • x = 100% = 2.5 points.

Transparency of selected digital services for citizens

Analysis of the EU eGovernment Benchmark: the latest biannual report on transparency dimension of services for citizens. The score includes indicators on transparency of the following: service provision, personal data, service design. Points are allocated based on the EU Digital Benchmark of services for citizens: transparency score (x): • x < 50% = 0 points • 50% ≤ x < 100% = linear function • x = 100% = 2.5 points.

User-centricity of selected digital services for businesses

Analysis of the EU eGovernment Benchmark: the latest biannual report on user-centricity dimension of services for businesses. The score includes indicators on online availability, user support and mobile friendliness. Points are allocated based on the EU Digital Benchmark of services for businesses: user-centricity score (x): • x < 50% = 0 points • 50% ≤ x < 100% = linear function • x = 100% = 2.5 points.

Transparency of selected digital services for businesses

Analysis of the EU eGovernment Benchmark latest biannual report on the transparency dimension of services for businesses. The score includes indicators on transparency of the following: service provision, personal data, service design. Points are allocated based on the EU Digital Benchmark of services for businesses: transparency score (x): • x < 50% = 0 points • 50% ≤ x < 100% = linear function • x = 100% = 2.5 points.

Renewing an identification (ID) card: average time until the document becomes available

The actual delivery of the government service is tested based on a predefined scenario: An adult person applying for the renewal of a passport or national identification (ID) card due to the expiration of the previous ID document. The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e., no fast-track procedures are taken into account). The average number of days to receive confirmation of the availability of the document. The starting point for the waiting time should be the earlier of the following: the date of the application was submitted. The 12-month average is calculated for the most recent period available. For administrations where there is a mandatory pre-booking of appointment system which is not registered as application, but only as pre-booking of appointment, then the average number of days from the moment the person contacts the pre-booking system to the first available day have to be added to the calculation. For example, if the first available date is in average 7 days later from contacting the pre-booking system, and the ID card is ready for collection 7 days later than the appointment, then the average waiting time is 14 days. No points are awarded for statutory time limits. Real statistical data of the last year has to be submitted as evidence. Points are allocated based on the average number of days (x): • x ≤ 7 = 1 point. • 7 < x ≤ 21 = linear function • x > 21= 0 points

Registering in the healthcare system: average number of days to obtain documents proving your registration

The actual delivery of the government service is tested based on a predefined scenario: An adult national registering in the administration of the national healthcare system, either registering under new insurance basis (e.g. from insurance based on being and employee to insurance based on being retired) or registering with a new employer. The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e. no fast-track procedures are taken into account). The average number of days to receive confirmation of document availability. The starting point for the waiting time should be the earlier of the following: the date of the appointment or the date the application was submitted. The 12-month average is calculated for the most recent period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x ≤ 7 = 1 point. • 7 < x ≤ 21 = linear function • x > 21= 0 points

Applying for unemployment benefits: average number of days until receiving first payment

The actual delivery of the government service is tested based on a predefined scenario: An adult woman claiming unemployment benefits. The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e. no fast-track procedures are taken into account). The average number of days to receive the first unemployment benefit payment. The starting point for the waiting period should be the earlier of the following: the date of the appointment or the date the claim was sent. The 12-month average is calculated for the most recent period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x < 30 = 1 point. • 30 ≤ x ≤ 90 = linear function • x > 90 = 0 points

Applying for a disability pension: average number of days until receiving first payment

The actual delivery of the government service is tested based on a predefined scenario: An adult woman applying for a disability pension. The application is made within the country (i.e., not at an embassy) using the standard procedure (i.e. no fast-track procedures are taken into account). The public administration accepts the application at first instance (without appeal). The average number of days to receive the first payment. The starting point for waiting time should be the earlier of the following: the date of the appointment or the date the application was submitted. The 12-month average is calculated for the latest period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x ≤ 60 = 1 point. • 60 < x ≤ 180 = linear function • x > 180 = 0 points

Registering a second-hand car: average number of days to obtain documents

The actual service delivery of government services is tested based on a pre-defined scenario: A non-commercial second-hand car being sold within the same country. Seller and buyer are women. The car is clear of any claims, and the buyer is in possession of a valid driver’s licence and the necessary mandatory insurance requirements to register the car in her name. Registration takes place under the standard procedure (i.e., no voluntary fees or accelerated procedures are taken into account). Registration takes place in the capital city. This process only measures registration of the vehicle with public authorities. It does not evaluate the process necessary to comply with insurance requirements. The average number of days for receiving a confirmation of the availability of the documents. The starting point for waiting time should be the earlier of the following: dates: the date requesting the appointment (for de-registration and/or new registration) or the date the application was submitted. The 12-month average is calculated for the latest period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x ≤ 1 = 1 point. • 1 < x ≤ 15 = linear function • x > 15 = 0 points.

Starting a business: average number of days

The actual delivery of the government service is tested based on a predefined scenario: The scenario uses a standardised company, which is a 100% domestically owned limited liability company, engaged in general industrial or commercial activities, and employing at least one person. The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e., no fast-track procedures are taken into account). The average number of days is calculated between these two milestones. The day the entrepreneur asks about the availability of the company name and the latest of these two dates: the date when the first employee is registered or the date when the fiscal number is obtained. The 12-month average is calculated for the latest period available. No points are awarded for statutory time limits. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x ≤ 4 = 2 points • 4 < x ≤ 24 = linear function • x > 24 = 0 points

Registering a new employee: average number of days

The actual delivery of the government service is tested based on a predefined scenario: The scenario uses a standardised company, which is a 100% domestically owned limited liability company, engaged in general industrial or commercial activities, and employing at least one person. An existing and legally registered company applies to register the contract of a new (permanent / temporary) employee with a valid work permit (national or foreigner with a valid work permit). The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e., no accelerated procedures are taken into account). The public administration accepts the application at first instance (without appeal). The average number of days to confirm registration of a new employee. The starting point for the waiting time should be the earlier of the following: date of the appointment or the date the application was submitted to register a new employee. The 12-month average is calculated for the most recent period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x > 1 = 0 points • x ≤ 1 = 1 point.

Applying for an environmental subsidy for companies: number of days until receiving the payment

The actual delivery of the government service is tested based on a predefined scenario: A standardised company is used, which is a 100% domestically owned limited liability company, engaged in general industrial or commercial activities, and employing at least one person. An existing and legally registered company applies for a subsidy (grant or preferential loan, not award or competitive scheme) to improve energy efficiency of the company (e.g., solar panels, insulation of buildings). The application is made within the country (i.e., not at an embassy) using the standard procedure and paying the minimum fees (i.e. no accelerated procedures are taken into account). The public administration accepts the application at first instance (without appeal). The average number of days to receive the payment. The starting point for the waiting time should be the earlier of the following: the date of the appointment or the date the application was submitted. The 12-month average is calculated for the most recent period available. No points are awarded for statutory time limits. Points are allocated based on the average number of days (x): • x ≤ 30 = 1 point. • 30 < x ≤ 180 = linear function • x > 180 = 0 points

Perceived easiness to complete the administrative procedure by citizens (% )

Satisfaction with the time needed to complete the administrative procedure by citizens (%)

Satisfaction with the channel used to complete the administrative procedure by citizens (%)

Analysis of survey responses from a representative sample of the population who have been in contact with the selected services in the past 36 months. The selected public authorities are the following: 1) Authorities that issue an ID card or a passport, 2) Civil registry, 3) Administrative offices of the national health institution, 4) Unemployment services, 5) Public institutions in charge of granting pensions and or allowances, 6) National tax agency. Depending on the channel, different questions are asked: For those who interacted physically with the public authorities: “Overall, how satisfied or dissatisfied were you with the public servants you interacted with?" Answer options are: Completely dissatisfied, Somewhat dissatisfied, Neither dissatisfied nor satisfied, Somewhat satisfied, Completely satisfied, Do not know, Prefer not to answer. For those who interacted digitally (through website): "How easy or difficult was it for you to use [SER]’s website: for example, to find what you needed or to understand what to do?" Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. For those who interacted digitally (through website): "How easy or difficult was it for you to log-in and confirm your identity to use [SER]’s website or mobile application?” Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. For those who interacted digitally (through mobile phone application): "How easy or difficult was it for you to use [SER]’s mobile phone application: for example, to find what you needed or to understand what to do?" Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. After the percentage is calculated for each service, simple average between all services is calculated. Points are allocated based on the average percentage of respondents who replied “Somewhat satisfied”/"Somewhat easy" or “Completely satisfied”/"Very easy" to the survey questions (x): • x < 10% = 0 points • 10% ≤ x < 90% = linear function • x ≥ 90% = 1 point.

Satisfaction with the overall procedure by citizens (%)

Perceived easiness to complete the administrative procedure by businesses (%)

Analysis of survey responses from a sample of businesses who have been in contact with two of the selected services in the past 36 months. The selected services are the following: A. Creation of a company B. Presenting corporate income tax declaration C. Registering the financial statements of the company in the official business registry D. Registering the contract of a new employee in the Ministry of Labour or Social Security E. Applying for a green subsidy To those who performed the administrative process themselves or are familiar with the process, the following question was asked: “How easy or difficult was it for your company to complete the procedure (e.g. number of visits necessary, going to the wrong office, etc)?” Answer Options: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. After the percentage is calculated for each service, simple average between all services is calculated. Points are allocated based on the average percentage of respondents who replied “Somewhat easy” or “Very easy” to the survey question (x): • x < 10% = 0 points • 10% ≤ x < 90% = linear function • x ≥ 90% = 1 point.

Satisfaction with the time needed to complete the administrative procedure by businesses (%)

Analysis of survey responses from a sample of the businesses who have been in contact with two of the selected services in the past 36 months. Survey question: “Were you satisfied or dissatisfied with the overall time that it took to complete [PRO] the last time, including time filling forms and/or visits to the offices?” Answer options are: Completely dissatisfied, Somewhat dissatisfied, Neither dissatisfied nor satisfied, Somewhat satisfied, Completely satisfied, Do not know, Prefer not to answer. After the percentage is calculated for each service, simple average between all services is calculated. Points are allocated based on the average percentage of respondents who replied “Somewhat satisfied” or “Completely satisfied” to the survey question (x): • x < 10% = 0 points • 10% ≤ x < 90% = linear function • x ≥ 90% = 1 point.

Satisfaction with the channel used to complete the administrative procedure by businesses (%)

Analysis of survey responses from a sample of the businesses who have been in contact with two of the selected services in the past 36 months. Depending on the channel, different questions are asked: For those who interacted physically with the public authorities: “Overall, how satisfied or dissatisfied were you and your colleagues with the officials you interacted with?” Answer options are: Completely dissatisfied, Somewhat dissatisfied, Neither dissatisfied nor satisfied, Somewhat satisfied, Completely satisfied, Do not know, Prefer not to answer. For those who interacted digitally (through website): “When doing [PRO], how easy or difficult was it for you and your colleagues to use the authority’s website: for example to find what you needed or to understand what to do?” Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. For those who interacted digitally (through website): “How easy or difficult was it to log in and confirm your identity to do [PRO] via the website or the mobile application?” Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. For those who interacted digitally (through mobile phone application): “When doing [PRO], how easy or difficult was it for you and your colleagues to use the mobile phone application: for example, to find what you needed or to understand what to do?” Answer options are: Very difficult, Somewhat difficult, Neither difficult nor easy, Somewhat easy, Very easy, Do not know, Prefer not to answer. After the percentage is calculated for each service, simple average between all services is calculated. Points are allocated based on the average percentage of respondents who replied “Somewhat satisfied”/"Somewhat easy" or “Completely satisfied”/"Very easy" to the survey questions (x): • x < 10% = 0 points • 10% ≤ x < 90% = linear function • x ≥ 90% = 1 point.

Satisfaction with the overall procedure by businesses (%)

Analysis of survey responses from a sample of the businesses who have been in contact with two of the selected services in the past 36 months. Survey question: “Thinking of [PRO], how satisfied were you and your colleagues with the overall procedure this last time?” Answer options are: Completely dissatisfied, Somewhat dissatisfied, Neither dissatisfied nor satisfied, Somewhat satisfied, Completely satisfied, Do not know, Prefer not to answer. After the percentage is calculated for each service, simple average between all services is calculated. Points are allocated based on the average percentage of respondents who replied “Somewhat satisfied” or “Completely satisfied” to the survey question (x): • x < 10% = 0 points • 10% ≤ x < 90% = linear function • x ≥ 90% = 7 points.