Service Delivery
Citizen-oriented service delivery

Citizen-oriented service delivery

This indicator measures the extent to which citizen-oriented service delivery is defined as a policy objective in legislation or official government plans and strategies. It furthermore measures the progress of implementation and evaluates the results achieved, focusing on citizens and businesses in the design and delivery of public services. Implementation and results are evaluated using a combination of quantitative and perception-based metrics.

Citizen-oriented services - at a glance

Average indicator values are presented for each area and country. Click on the rows and columns to sort the table by highest value, or “show progress” to include trends over time.
ALB XKV MNE MKD SRB UKR AVG
Service delivery policy
100
50
50
100
100
100
80
Digital service delivery policy
100
50
50
100
100
100
80
Co-ordination digital projects
100
100
50
50
50
100
70
Administrative simplification policy
100
66.67
50
66.67
83.33
83.33
73.33
Perception service quality for citizens (%)
100
0
33.33
33.33
33.33
0
40
Renewing a personal ID
0
0
0
16.67
16.67
16.67
6.67
Registering a personal vehicle
58.33
0
25
0
0
41.67
16.67
Declaring and paying of personal income taxes
100
66.67
16.67
100
50
66.67
66.67
Perception service quality for businesses (%)
58.33
8.33
8.33
41.67
50
0
33.33
Starting a business
75
100
66.67
58.33
83.33
91.67
76.67
Obtaining a construction permit
16.67
16.67
66.67
66.67
83.33
66.67
50
Declaring and paying corporate income taxes
33.33
66.67
66.67
100
100
100
73.33
Declaring and paying VAT
50
83.33
66.67
100
83.33
66.67
76.67

Compare performance

Pick a country and year above, and use the menu below to sort subindicator values based on best or worst performance. Compare against the regional average, the highest performer and past performance.

Western Balkans
Highest Value
2017

Albania, 2021

Service delivery policy Digital service delivery policy Co-ordination digital projects Administrative simplification policy Perception service quality for citizens (%) Renewing a personal ID Registering a personal vehicle Declaring and paying of personal income taxes Perception service quality for businesses (%) Starting a business Obtaining a construction permit Declaring and paying corporate income taxes Declaring and paying VAT

Most significant change

Green bars show the subindicator values that advanced most. Red bars shows those that deteriorated most. Only subindicator values that have changed are shown.

Albania from 2017 to 2021

Administrative simplification policy Perception service quality for citizens (%) Registering a personal vehicle Declaring and paying of personal income taxes Perception service quality for businesses (%)