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Albania

Service Passport Standardization (AL0056)

Overview

At-a-Glance

Action Plan: Albania Third Action Plan 2016 – 2018

Action Plan Cycle: 2016

Status: Inactive

Institutions

Lead Institution: Agency for the Delivery of Integrated Services Albania (ADISA)

Support Institution(s): Ministry of Innovation and Public Administration and all line ministries; With impact at the CSOs and private sector

Policy Areas

Capacity Building, E-Government, Public Service Delivery, Records Management

IRM Review

IRM Report: Albania End-of-Term Report 2016-2018, Albania Progress Report 2016-2018

Starred: No

Early Results: Marginal

Design i

Verifiable: Yes

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i

Completion:

Description

Agency for the Delivery of Integrated Services Albania (ADISA) is commited to preparing service passports for each administrative service, based on experience with customer service standard’s delivery in the private sector. This commitment comes as a result of the public service reform, based on a lack of necessary information, transparency, accountability and efficiency in the way of the delivery of public services in the Republic of Albania. Service passports will be used for all citizens of the Republic of Albania for the delivery, simplification and unification of information for all public services. This will bring a clear picture to the citizens on the manner of how public services are delivered. Each service has his unique service passport, stating data associated with: name of the institution, name of service, code, description, necessary documentation, document delivered, validity of the document, beneficiaries of the service, the time of receipt of service, fee, payment, provision of online services, legal basis, address the office, complaints system, the description of the application procedure in the reception office, call center. The main objectives of the service passport are as follows: • Simplifying of information for citizens on how to benefit public services; • Unification of organizing information for public services; • Standardization of its intended use not only in offices but also in the call center and the e-government portal. Currently, ADISA is focused on 10 institutions and is working on the completion of 400 service passports, which are in the final phase of adjustments and coordination to be delivered. Further on ADISA will work upon standartization of 700 service passports already agreed with institutions that provide public services, which will be completed by the end of 2017. Status quo or problem addressed by the commitment Service passport’s standardization to be issued by ADISA is based on Law No. 13, dated 18.02.2016 "On the provision of public services at the counter in the Republic of Albania", and DCM. No. 343, dated 05.04.2016 "On establishing the authority responsible for drawing up models." In connection with the foregoing, ADISA cooperates with state institutions that provide public services at the counter to obtain relevant information, therefore the Service Passsport content. For each service, the service passport, will contain the following information: a) Code of service; b) Name of service; c) Documentation required for the service requested; d) Fee for obtaining the service; e) The time limit of delivering the service from the institution. There are 371 service passports standartized currently provided by 10 state institutions. Under this commitment, 700 more service passports are to be delivered. Service passport will be accessible online as well as in the service counters. Main Objective The service passport is intended to serve as a unique public document to increase transparency, citizen access, speed of service, service delivery, continuous improvement, performance and provides alternative means to fight corruption.

IRM Midterm Status Summary

13. Service passport standardization

Commitment Text:

Agency for the Delivery of Integrated Services Albania (ADISA) is committed to preparing service passports for each administrative service, based on experience with customer service standard’s delivery in the private sector. This commitment comes as a result of the public service reform, based on a lack of necessary information, transparency, accountability and efficiency in the way of the delivery of public services in the Republic of Albania.

Service passports will be used for all citizens of the Republic of Albania for the delivery, simplification and unification of information for all public services. This will bring a clear picture to the citizens on the manner of how public services are delivered. Each service has his unique service passport, stating data associated with: name of the institution, name of service, code, description, necessary documentation, document delivered, validity of the document, beneficiaries of the service, the time of receipt of service, fee, payment, provision of online services, legal basis, address the office, complaints system, the description of the application procedure in the reception office, call center.

The main objectives of the service passport are as follows:

- Simplifying of information for citizens on how to benefit public services;

- Unification of organizing information for public services;

- Standardization of its intended use not only in offices but also in the call center and the e-government portal.

Currently, ADISA is focused on 10 institutions and is working on the completion of 400 service passports, which are in the final phase of adjustments and coordination to be delivered. Further on ADISA will work upon standartization of 700 service passports already agreed with institutions that provide public services, which will be completed by the end of 2017.

Responsible institution: Agency for the Delivery of Integrated Services Albania (ADISA)

Supporting institution(s): Minister of State for Innovation and Public Administration and all line ministries

Start date: 2016 End date: 2017

Editorial Note: For full commitment text, please refer to https://www.opengovpartnership.org/sites/default/files/Albania_NAP3_ENG.pdf.

Context and Objectives

The Agency for the Delivery of Integrated Services Albania (ADISA) manages the delivery of public services by setting up and administering service windows, or one-stop service centers for citizens.[Note125: ADISA, http://www.adisa.gov.al/about-us/. ] ADISA is also responsible for the preparation and standardization of service passports. The service passports provide simple, unified information of all public services, and each service will have its own passport which includes information such as name of institution, name of service, etc. This commitment follows up a public service reform and aims to continue the standardization of service passports (approximately 700).

To achieve this commitment, ADISA plans to cooperate with state institutions to obtain the relevant information required by the standardization process. Although the objective is clear, the commitment text does not provide measurable deliverables the IRM researcher can use to gauge completion and impact.

The OGP relevance of this commitment is unclear because it does not impact access to information, transparency or public accountability. Rather, it is a routine legal obligation and institutional responsibility of ADISA to facilitate the use of e-services by providing standardized information about e-services (offered at e-Albania and digital counters). Standardized information such as name of institution or name of service, already existed prior to the outset of this action plan. Furthermore, this commitment is the continuation of a standardization process that began before the commencement of this action plan: 10 state institutions have already standardized 371 service passports. Because of this, the potential impact of this commitment is minor.

Completion

The number of institutions standardizing service passports in 2016 reached 18 (from 10 institutions at the beginning of the implementation period in July 2016). A total of 481 service passports were standardized by the end of 2016.[Note126: Annual Monitoring Report 2016 for the '2015-2020 Inter-sectorial strategy of public administration reform', page 35-36, http://dap.gov.al/images/DokumentaStrategjik/SNRAP%20Raporti%20Vjetor%202016%20Final%2016.03.2017.pdf. ] ADISA has reported to the IRM researcher that a total of 548 service passports have been developed by 20 state institutions. 475 of them (from 13 institutions) had already been standardized by the end of the reporting period.[Note127: In September 2017 ADISA reported on social media that the number of standardized service passports had reached 548 for a total of 20 institutions, https://www.facebook.com/ADISA.ALBANIA/photos/a.1612748952328327.1073741827.1554893621447194/1993724240897461/?type=3&theater. ] ADISA is working to standardize another 42 service passports which have been developed for seven state institutions.[Note128: Email communication and telephone interview with ADISA Director Anisa Gjika. October 2017.] By the end of 2017, ADISA should reach their objective of 700 standardized service passports.

Next Steps

The IRM researcher considers the standardization of service passports a routine activity to enhance the usability of the e-Albania portal. By providing these service passports, citizens will hopefully have a clearer idea of how public services are delivered. The position of ADISA on the OGP relevance of this commitment is that it enhances access to information and transparency regarding the services provided (e.g. required document, tariffs etc.).[Note129: Email communication and telephone interview with ADISA Director Anisa Gjika. October 2017.] However, such information should be considered an integral part of e-services. Therefore, this report recommends that this commitment should not be taken forward in the next action.


Albania's Commitments

  1. Transparency of Government Reporting

    AL0061, 2018, E-Government

  2. e-Government

    AL0062, 2018, E-Government

  3. Improved Business Regulation

    AL0063, 2018, Capacity Building

  4. Safe Communities

    AL0064, 2018, Anti-Corruption Institutions

  5. Improvement of Database/Portal with Coordinators’ Data of the Right to Information and Transparency Programs

    AL0044, 2016, E-Government

  6. Budget Transparency

    AL0045, 2016, E-Government

  7. Integrated Registry of Citizens’ Housing

    AL0046, 2016, Citizenship and Immigration

  8. Establishment of Electronic Registry for Public Notification and Consultation

    AL0047, 2016, E-Government

  9. Digital Archive

    AL0048, 2016, E-Government

  10. Creating a Database for Archiving and Publication of Research Funds and Programs in Albania

    AL0049, 2016, E-Government

  11. Commitment to Publish Online Central and Local Government Legislation in Open Systems and for Free

    AL0050, 2016, Capacity Building

  12. Commitment to Open Standards for Contracting

    AL0051, 2016, E-Government

  13. Starred commitment Implementation of the Law "On Protection of Whistleblowers", Capacity Building, Amendments and Its Bylaws

    AL0052, 2016, Anti-Corruption Institutions

  14. Provision of Electronic Services

    AL0053, 2016, Capacity Building

  15. Establishment of Multifunctional Centralized System for Building Permits

    AL0054, 2016, Capacity Building

  16. Establishment and Distribution of Digital Counters

    AL0055, 2016, E-Government

  17. Service Passport Standardization

    AL0056, 2016, Capacity Building

  18. Citizen Card

    AL0057, 2016, Capacity Building

  19. Electronic System of Registration of e-Prescription in the Republic of Albania

    AL0058, 2016, E-Government

  20. Electronic Monitoring System of Forests

    AL0059, 2016, Anti-Corruption Institutions

  21. Integrated Electronic System for Professional Licensing of Individuals and Legal Entities That Will Operate in the Field of Study Design and Supervision of Commissioning of Construction Works

    AL0060, 2016, E-Government

  22. Standardization of Corruption Complaints

    AL0031, 2014, Anti-Corruption Institutions

  23. Electronic Registry of Energy and Industry Permits

    AL0032, 2014, E-Government

  24. Implementation of Public Expenses Module in "Open Data" Format

    AL0033, 2014, E-Government

  25. Promoting OGP Values Among Local Authorities

    AL0034, 2014, OGP

  26. Database on Economic Assitance Beneficiaries

    AL0035, 2014, E-Government

  27. Electronic Portal on Water Resources Administration and Management

    AL0036, 2014, E-Government

  28. Single Window

    AL0037, 2014, E-Government

  29. Electronic Access to Protected Areas

    AL0038, 2014, E-Government

  30. National Geoportal

    AL0039, 2014, E-Government

  31. e-Albania

    AL0040, 2014, E-Government

  32. e-Document

    AL0041, 2014, E-Government

  33. Starred commitment Law on Whistleblowers Protection

    AL0042, 2014, Legislation & Regulation

  34. Police Service Offices

    AL0043, 2014, E-Government

  35. Open Data Portal

    AL0001, 2012, Open Data

  36. e-Acts

    AL0002, 2012, E-Government

  37. e-Parliament

    AL0003, 2012, E-Government

  38. Extension of the Governmental Network, GOVNET

    AL0004, 2012, E-Government

  39. e-Government Interoperability Framework, e-GIF

    AL0005, 2012, E-Government

  40. Government Datacenter

    AL0006, 2012, E-Government

  41. Excise System

    AL0007, 2012, E-Government

  42. Starting of the e-Tax System

    AL0008, 2012, E-Government

  43. Starred commitment Online State Matura

    AL0009, 2012, E-Government

  44. The Regulation on Ethics in Research and Publishing

    AL0010, 2012, Education

  45. Digitalization of Higher Education Accreditation Process

    AL0011, 2012, E-Government

  46. U-Gov System

    AL0012, 2012, E-Government

  47. Online Inspections of Courts and Judicial Hearings

    AL0013, 2012, E-Government

  48. Digitalization of the File Transfer Process

    AL0014, 2012, Judiciary

  49. e-Employment Project

    AL0015, 2012, E-Government

  50. e-Concessions Procedures

    AL0016, 2012, E-Government

  51. Amendment of the Law “On the Right to Information for Official Documents”

    AL0017, 2012, Justice

  52. Drafting a New Law on "Notice and Consultation"

    AL0018, 2012, Legislation & Regulation

  53. Tracking Project

    AL0019, 2012, E-Government

  54. Digitalization of the Notary Register

    AL0020, 2012, E-Government

  55. Online Citizens’ Claims in the Judiciary System

    AL0021, 2012, E-Government

  56. Work Inspection, Online Complaint

    AL0022, 2012, E-Government

  57. Financial Module of All Educational Institutions

    AL0023, 2012, Education

  58. Starred commitment Audio and Video Recording of Judicial Hearings

    AL0024, 2012, E-Government

  59. Starred commitment e-Albania Portal

    AL0025, 2012, E-Government

  60. e-Inspection Portal

    AL0026, 2012, E-Government

  61. Starred commitment Portal Www.Gjykata.Gov.Al

    AL0027, 2012, E-Government

  62. Disclosure of the List of Payments Made Daily by the Government Units

    AL0028, 2012, Fiscal Transparency

  63. e-Procurement System for All Small Purchases of Public Procurement

    AL0029, 2012, E-Government

  64. Implementation of the EITI Recommendations

    AL0030, 2012, Extractive Industries