This sub-indicator tests the actual service delivery of government, based on a predefined scenario: An adult applying for the renewal of a national identification document (ID card) due to the expiry of the previous ID document. The application is made within the country (i.e. not at an embassy) through the standard procedure and paying minimum fees (i.e. no accelerated procedures are taken into account). Four performance metrics are used: • Average waiting time for reception of the document (government data, local expert, interviews). The starting point for waiting time should be the earlier of the following: date of appointment booking (in countries where an ID card is issued immediately) or date of complete application submission (in countries that process renewal applications internally before issuing the ID card). Calculation of the 12-month average for the latest period available; • Number of institutional contacts required to receive the ID card (legislation, local expert, interviews); • Digital user-friendliness of application procedure (local expert, SIGMA expert review, interviews). Full digital availability cannot be expected because checking a person’s identity requires in-person contact. SIGMA considers the procedure to be digital user-friendly when three conditions are met: 1) an appointment for an ID card renewal can be booked via a digital channel; 2) an application can be pre-filled and transmitted to the responsible government body via a digital channel, e.g. providing information in advance to reduce time during an in-person visit; and 3) fees can be paid via a digital channel to reduce time during an in-person visit; • Digital uptake (government data). Share of transactions via digital channels in total number of transactions, using the 12-month average for the latest period available. Points are awarded for each of the four criteria (total of 6 points): • waiting time: ---- 1.5 points = 0-15 working days ---- 0 points = 16 working days or more • institutional contacts required: ---- 1.5 points = 1 contact ---- 0 points = 2 or more contacts • digital user-friendliness of the application procedure: ---- 1.5 points = all three conditions are met ---- 1 point = two conditions are met ---- 0 points = less than two conditions are met • digital uptake of the application procedure: ---- 1.5 points = 66.66%-100% ---- 1 point = 33.33%-66.65% ---- 0.5 points = 0.01%-33.32% ---- 0 points = 0%