Expert review of laws, reports and government websites. Official government data and information. Interviews with central government function responsible for service quality co-ordination (if this exists) and with line ministries and agencies. The assessment will verify whether ministries/agencies have adopted: • conventional user consultation tools (e.g. surveys of user satisfaction, administrative burdens perception); • advanced user engagement tools (e.g. mystery shopper, focus group of users, A/B testing of transactional services or service prototypes, customer journey maps for life events). Evidence (e.g. reports) is required that the tools were applied during the current or previous calendar year. The review is carried out based on five central government ministries (responsible for healthcare, education, justice, interior affairs and economy) plus three central government agencies (national tax administration, national statistical office and telecommunications regulator). Where an agency does not exist, it can be replaced by the national healthcare fund or the national employment service provider.