Expert reviews of laws and regulations, reports and government websites. As under sub-indicators 1 and 2 under Principle 1, interviews with government representatives: • Responsible for the development of service delivery at the centre of government (CoG) (e.g. PM’s office) and/or ministry responsible for public administration, service delivery or digitisation and within individual institutions (line ministries and agencies); • From councils, committees or other governing bodies that steer or oversee the development of service delivery. The analysis focuses on central government. Only user-oriented transactional services are considered, those available both in person and digitally. As points are awarded only if there is evidence that a significant number of services are covered, the metrics should cover no fewer than 30 user-oriented transactional services from at least five ministries. The following criteria are assessed: • Responsibility for monitoring service delivery performance is a function formally assigned to a central institution or unit; • A clear government-wide methodology has been established to guide the production and reporting of performance metrics by individual ministries; • Performance metrics on total volume of yearly transactions are reported for a significant share of user-oriented transactional services; • Performance metrics on cost (such as average cost of transaction for each service) are reported for a significant share of user-oriented transactional services; • Performance metrics on uptake of digital channels for each service (i.e. total volume of yearly online transactions) are reported for a significant share of user-oriented transactional services.