Analysis of written evidence (including online sources) to determine whether there is a common standard against which all user-orientated transactional services are evaluated. The standard can be focused on user experience with in-person services, with digital services, or both. The common standard should convey specific commitments of the public administration to create a positive experience for users/customers interacting with the public administration. The standard should be generally valid for all of the public administration (at least central government). For criterion 3 on central guidance and assistance, the following three requirements must be fulfilled: • Institutional arrangements are in place (e.g. a dedicated central function to support institutions in meeting the standard); • Specific tools are provided (e.g. manual, guidebook, checklist, certification and training); • There is evidence of at least some uptake of central guidance and assistance by service delivery institutions (i.e. line ministries or agencies). For criterion 4, “inventory of public services” refers to a single, centrally co-ordinated catalogue or list of all user-oriented transactional services. Although it can also be made public, the inventory is primarily used for internal management of service delivery reforms. It serves as the initial baseline of the total number of user-oriented services and can be used to collect information about service delivery and service quality. The four criteria assessed under this sub-indicator are: 1) A common digital service standard exists; 2) A common in-person service standard exists; 3) Central guidance and assistance are available (i.e. there are either up to date written guidelines or regular assistance is provided by a central body); 4) An inventory of user-oriented public services is centrally maintained and regularly updated. Point allocation: • 3 points = all of the four criteria are fulfilled. • 2 points = three of the criteria are fulfilled. • 1 point = two of the criteria are fulfilled. • 0 points = one or none of the criteria are fulfilled.