Analysis of responses by a representative sample of citizens to a Balkan Barometer survey, or similar. The respondents are asked if they agree with the following statements: • Requests for information held by a government agency are granted in a timely manner; • The information provided is pertinent and complete; • Requests for information are granted at a reasonable cost. Assessors measure the percentage of respondents who have been in contact with central government services in the last year and answer “totally agree” or “tend to agree” and then calculate the average of the responses for the three statements, to assess the timeliness, quality and cost of obtaining information from a citizen’s perspective. Point allocation: • 2.5 points = more than 70% • 2 points = 60%-70% • 1.5 points = 50%-59.99% • 1 point = 40%-49.99% • 0.5 points = 30%-39.99% • 0 points = below 30 %