Analysis of responses by a representative sample of citizens to a Balkan Barometer survey, or similar. The respondents are asked the following question: “Do you agree that the administrative procedures in public institutions in (country) are efficient?” Assessors calculate the percentage of respondents who answer “tend to agree” or “totally agree”. Only citizens who have been in contact with central government services are included, but in the analysis, SIGMA also analyses the overall perceptions of all citizens. Point allocation: • 4 points = 65%-100% • 3 points = 55%-64.99% • 2 points = 45%-54.99% • 1 point = 35%-44.99% • 0 points = 0%-34.99%