Expert review of laws, strategy and planning documents. Interviews with government officials responsible for central government services that are locally delivered; accessibility issues (including users with special needs); and administrative simplification. Interviews with advocacy groups for public service users. Points are awarded based on evidence that the government explicitly defines objectives, actions and institutional responsibility (all three are required) for improving access to public services. Evidence on policies on accessibility for users with special needs may include action plans and actions to implement the UN Convention on the Rights of Persons with Disabilities, particularly Article 9 (Accessibility). Evidence on creating single entry points can be sourced from indicator 1 (Citizen-oriented service delivery), sub-indicator 6 (Policy for administrative simplification). For each of the following three criteria, 1 point is awarded if laws or policies explicitly define objectives, actions and institutional responsibility in that area (total of 3 points).