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Albania

Citizen Card (AL0057)

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 for CSO-s and private sector

Policy Areas

Capacity Building, Legislation & Regulation, Public Service Delivery

IRM Review

IRM Report: Albania Progress Report 2016-2018

Starred: No

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information

Potential Impact:

Implementation i

Completion:

Description

Minister of State for Innovation and Public Administration, in cooperation with the Agency for the Delivery of Integrated Services Albania (ADISA) undertook the creation of a public document, which, for the first time, will be provided to guarantee citizens and institutions, information on baseline standards for public service delivery at the counter. Institutions and citizens did not know this kind of information previously. This commitment is to be fulfilled by ADISA, as the authority responsible for standardizing methods of delivering public services at the counter, creating the Citizen's Card, which will include for each service/information on ways/channels for obtaining the service: • Rules of conduct at the physical counters; • Rules for the application at the physical service counters; • Rules for obtaining answers to the physical counters; • Rules for appeal; • Models of visual representation at the physical counters; • Service’s necessary elements at the physical counters; • Rules of communication and organizating of information on services; • Rules on the use of shapes and functionality of different channels for delivery of public services from the point of view of natural and legal persons; • Classification of services; • Codification of services; • Forms for service application. Drafting and publication of the card extensively in print or electronic format would ensure increase of transparency, speed of service, service delivery, continuous improvement, performance and it provides alternative means to fight corruption. Status quo or problem addressed by the commitment Develop the Citizen Card is based on Law No. 13, dated 02.18.2016 "On the provision of public services at the counter in the Republic of Albania", Article 35, which provides that: Standardization of delivery of public services at the counter made by national models, as well as European and international models, are based on DCM. No. 343, dated 05.04.2016 is ADISA. The term "model" means: • Rules of conduct at the physical counters; • Rules for the application at the physical service counters; • Rules for obtaining answers to the physical counters; • Rules for appeal; • Models of visual representation at the physical counters; • Service’s necessary elements at the physical counters; • Rules of communication and organizating of information on services; • Rules on the use of shapes and functionality of different channels for delivery of public services from the point of view of natural and legal persons; • Classification of services; • Codification of services; • Forms for service application. Every standard consists of several processes, guaranteeing the standard itself. Finally, processes are measured through indicators whether standards are at the appropriate levels. Main Objective Citizen’s card aims at ensuring increase of transparency, speed of service, service delivery, continuous improvement, performance and it provides alternative means to fight corruption.

IRM Midterm Status Summary

14. Citizen Card

Commitment Text:

Minister of State for Innovation and Public Administration, in cooperation with the Agency for the Delivery of Integrated Services Albania (ADISA) undertook the creation of a public document, which, for the first time, will be provided to guarantee citizens and institutions, information on baseline standards for public service delivery at the counter. Institutions and citizens did not know this kind of information previously.

This commitment is to be fulfilled by ADISA, as the authority responsible for standardizing methods of delivering public services at the counter, creating the Citizen's Card, which will include for each service/information on ways/channels for obtaining the service:

- Rules of conduct at the physical counters;

- Rules for the application at the physical service counters;

- Rules for obtaining answers to the physical counters;

- Rules for appeal;

- Models of visual representation at the physical counters;

- Service’s necessary elements at the physical counters;

- Rules of communication and organizing of information on services;

- Rules on the use of shapes and functionality of different channels for delivery of public services from the point of view of natural and legal persons;

- Classification of services;

- Codification of services;

- Forms for service application.

Drafting and publication of the card extensively in print or electronic format would ensure increase of transparency, speed of service, service delivery, continuous improvement, performance and it provides alternative means to fight corruption.

Responsible institution: Agency for the Delivery of Integrated Services Albania

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

Start date: 2017 End date: 2018

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

Context and Objectives

This commitment represents a legal obligation under the law 'On the provision of public services at the counter in the Republic of Albania.' In other words, this commitment aims to ensure the routine publication of a citizen’s card, which is an infographic explaining e-services offered on e-Albania. After speaking with the Agency for the Delivery of Integrated Services (ADISA), the leading institution, the IRM researcher found that the card should include basic information on: means and channels to obtain a service; requirements and working hours; measurable elements such as costs and deadlines; and points of contact and the process of addressing complaints.[Note130: Information provided by ADISA, October 2017.]

According to the action plan description, the citizen’s cards aim to ensure the increase of transparency, service delivery, and performance, as well as providing an alternative means to fight corruption. Representatives of ADISA suggested the card increases transparency and allows for improvement of services.[Note131: Email communication and telephone interview with ADISA Director Anisa Gjika. October 2017.] Based on the information provided by ADISA, a citizen’s card represents a legal obligation for providing qualitative e-services and with that, also a pre-condition and necessary 'infrastructure' on which basis ADISA will be able to measure efficiency and quality of e-services. The commitment text provides a lot of detail on what the new citizen’s card should include. This commitment is relevant to access to information, as it provides information on how to obtain services and rules of appeal.

The potential impact of this commitment is minor. The e-service information provided on the citizen’s card is the basic information that would guide users through e-services, such as agency, point of access, how to use the service, etc.

Completion

ADISA has reported that the development of the citizen’s card started in 2015 and continued through 2016. During the reporting period ADISA has developed the following elements of the citizen’s card: information on corruption and transparency, speed of the service, execution of the service, continuous improvement and performance.[Note132: Email communication and telephone interview with ADISA Director Anisa Gjika. October 2017.]

In December 2016, the draft of the citizen’s card was submitted to 18 institutions, as reported to the IRM researcher by ADISA.

In May 2017 ADISA and the Minister of State for Innovation and Public Administration (MSIPA) carried out a consultation with high schools and subsequently designed a template, identifying what information should be included on the citizen’s card. In June 2017, additional consultations with responsible institutions were carried out in order to agree on the measures they should undertake for delivering on the citizen’s card obligation.[Note133: Information provided by ADISA, October 2017]

When conducting a focus group, the IRM researcher found that participants were not aware of this commitment, although the majority of them were familiar with the e-Albania portal and, to a certain extent, the digital counters.[Note134: Focus group discussions with youth, women and participants from remote areas, August – September 2017.]

Next Steps

Although this commitment is a step forward in improving public services, the IRM researcher recommends this commitment not be taken forward to the next action plan.


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