Service Passport Standardization (AL0056)

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.

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/wp-content/uploads/2001/01/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.

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/wp-content/uploads/2001/01/Albania_NAP3_ENG.pdf.

Commitment Aim:

This commitment built on public service reform and aimed to continue the standardization of 700 service passports (information cards) to provide simple, unified information on all public services, by institution. Each service would have its own passport which would include information such as name of institution, name of service, description, necessary documentation, document delivered, validity of the document, beneficiaries of the service, time to receive it, fee, and complaints system. The Agency for the Delivery of Integrated Services Albania (ADISA) is responsible for the preparation and standardization of the service passports.

Status

Midterm: Substantial

At the end of 2016, the number of institutions standardizing service passports reached 18 (from 10 institutions at the beginning of the implementation period in July 2016) and 481 service passports had been standardized. [76] In October 2017, ADISA reported to the IRM researcher that 548 service passports had been developed by 20 state institutions. 475 of them (from 13 institutions) had already been standardized by the end of the reporting period in June 2017. ADISA was working to standardize another 42 service passports which have been developed for seven state institutions. [77]

End of term: Complete

During 2018 ADISA fully met its objective of standardizing 700 service passports, for 35 public institutions, which almost doubles the number of institutions (20) reported in 2017. [78] Additionally, ADISA has created a mobile app for easier access to public services on e-Albania by citizens. [79]

Did It Open Government?

Access to Information: Marginal

Although the information contained in the service passports is limited and should be an integral part of e-services, ADISA considered they enhanced access to information and transparency regarding the services provided (e.g. required document, tariffs etc.). As implemented, the commitment helped to facilitate the use of e-services by providing standardized information about e-services (basic guidance on how to use certain public services) through e-Albania, digital counters and the ADISA Mobile App. However, as the information is not new and could be found through other channels prior to the commitment, the contribution of service passports to increasing public access to information on government provided services and their quality was marginal.

Carried Forward?

At the time of writing this report, Albania has not prepared a new action plan. The IRM researcher recommends that the commitment, if included in the next action plan, is more clearly oriented to enhancing access to public information.

[76] Inter-sectorial strategy of public administration reform 2015-2020, 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

[77] Anisa Gjika, ADISA Director, interview by IRM researcher, October 2017.

[78] A service passport is a brief document with basic information about a public service, for instance, http://www.adisa.gov.al/wp-content/uploads/2019/02/AL022015__AKDC.pdf. All service passports can be consulted at http://www.adisa.gov.al/kartela-informative/

[79] ADISA mobile app, Play store, https://play.google.com/store/apps/details?id=com.kleo.xhindoli; and App store, https://itunes.apple.com/us/app/adisa-mobile-app/id1313723696?mt=8