Existence and extent of application of policy on service delivery
Expert review of laws, government strategy and planning documents. Interviews with government representatives:
• Responsible for development of service delivery at the centre of government (CoG) (e.g. office of the prime minister [PM]) and within individual institutions, such as line ministries and agencies);
• From councils, committees or other governing bodies that steer or oversee the transformation of service delivery.
The analysis is carried out based on the government-wide strategy for improvement of public services. This may be a specific document or included in wider strategy document(s). This sub-indicator does not include local government services.
For each of the following four criteria, 2 points are awarded (total of 8 points).
Criteria fulfilled: 4/4
Yes
No
No data available / not assessed
| Clear government-wide objectives are formulated in at least one strategy document, setting out what is expected to be achieved by the transformation of service delivery (Any strategy on the digitalisation of services is excluded from this analysis (even if it is part of the same planning document), because this aspect is covered in sub-indicator 2) (2 points) | |
| Explicit actions are defined to achieve the objectives (2 points) | |
| Responsibility for achieving objectives and executing actions is clearly assigned to specific institutions (2 points) | |
| An explicit monitoring mechanism is in place, and reports demonstrate that progress is assessed against objectives (2 points) |