Citizen Platform for Assessment of Public Services Quality (GR0097)

Brief Description of the Commitment

Development of a platform for assessing the quality of services provided by the employee and/or the organisational unit to the citizen by the citizen and connection to existing electronic systems

Problem Definition

1. What problem does the commitment aim to address? • To date, citizens are not given the opportunity to evaluate the services provided by public bodies

2. What are the causes of the problem? • To date, there is no feedback mechanism in the public administration on the quality of public services, which provides clear and concrete indications as to the need for improvement and structural measures

Commitment Description

What has been done so far to solve the problem? • Among other things, the “result orientation” skill, which includes both consistency in the completion of tasks and the quality of the final deliverables as well as the “citizen orientation” are part of the Single Skills Framework, first adopted by Law 4940/2022,

What solution are you proposing? • Creation of a system/integrated framework for the assessment of the quality of services based on the cooperation and conciliation of citizens with public services, with a view to their continuous improvement.

What results do we want to achieve by implementing this commitment? • Assessment by the citizen of the quality of service provided by the employee and/or the organisational unit to the citizen • Development of a holistic evaluation system, • Investigation of possible connection to the incentive and reward system, • Modernisation of entities and improvement of the services provided.

Commitment Analysis

4. How will the commitment promote transparency?

5. How will the commitment help foster accountability? Public services are evaluated by the end-user regarding the level of services provided

6. How will the commitment improve citizen participation in defining, implementing, and monitoring solutions? How will it proactively engage citizens and citizen groups? Creation of a channel of meaningful and direct communication with citizens. The aim is for each citizen to evaluate the services provided, but also to co-shape them according to their needs, to the extent possible, so that they cease to be time-consuming and/or ineffective.

Commitment Planning (Milestones | Expected Outputs | Expected Completion Date)

Signature of a program agreement with Information Society SA | Roadmap for the development of the platform | 31/12/2022

Putting the platform into service | Production operation | Q4 2024

Action Plan Review

Commitment 15. Platform for the assessment of public service quality by citizens