Citizen-centric public services in the Western Balkans: Webinar 3 - Setting service standards and monitoring, 5 July 2022. Presentation given on ALB.

1. Index
(Barometer)
Short methodology

2. AGENDA
• Initial phase of evaluation
• The current framework and challenges
• Concept of internal service quality
• Devoloping the Barometer of public services
• Piloting results
• Next steps

3. PRE –ASSESSMENT PHASE
SURVEY RESULTS
• A questinnaire was drafted based on several
cases
• Online form sent to 119 institutions
100 Institutions filled out the form
7 institutions did not qualify (do not provide
services)
12 have not completed it
• The SOP were requested to be attached
• Each response was evaluated vs. document
according to an evaluation card included 5
principles
119 institutions
100
answered
566 standard
services _ _
311
SOP
7
disqualified
12
not
responded

4. Only 10% of the
submitted standards
qualify as standards
according to 5
criterias
50%
PRE-ASSESSMENT PHASE
FINDINGS OF THE SURVEILLANCE
In 85% of
standards
delivered the
expected
quality of
services is
stated
85%
40% of the
verified
standards
satisfy the
Commitment
criteria
40%
Mechanisms of
Correction is
present in 50% of
the verified
standards
50%
95% of
standards
contain the
information
timeline of
service delivery
95%
Information
about fees or
costs IS
missing in 90
% of verified
standards
10%
Description of scope
Quality Commitment Corrections
Time Cost

5. Ambiguity
Low awareness
Indeterminate
Lack of
transparency
RESULTS OF PRE-ASSESSMENT PHASE
PROBLEMS WITH THE STANDARDS
Few institutions have published information
about their performance on the service
delivery
Concept of standard of service is almost
unknown by the staff
Standard vs service,
Standard vs performance
Standard vs DoCM
Standard vs indicator
Standards delivered lacks descriptive
satisfying up to 2 criteria out of 5.
Problems
with standards

6. RESULTS OF PRE-ASSESSMENT PHASE
MAIN FINDINGS FROM SOME NATIONAL REPORTS
European
Union
Progress report
19/10/ 2021
1. Minimum service
standards missing
2. General policy for
overall
management of
services missing
FIAA
White book
1. The need for
digitization of
businesses
2. Expansion of
digitalization for the
tax administration
3. Setting standards for
already digital public
services
IC
Summary
Recommendations
1. Need to increase the
amount of digital
services
2. Need to set up
minimum standards
for public services
3. Setting up a
monitoring system
for measuring
performance for
services delivered
BRC
Analysis of the
situation of
1. Deregulation
reform to
eliminate licenses
2. Facilitation of the
licensing
SAI
The report of
audit of perform
ance’ s
1. Service
performance
indicators and
their monitoring
missing
2. National minimum
service standards
missing
DAP
Proposal
1. Each agency that
deliver services
must have a
dedicated
employee to the
monitoring of
standards for the
service delivered

7. CURRENT FRAMEWORK AND CHALLENGES
GOVERNANCE STRATEGY AND CHALLENGES
3
1
More digital services
• Increase and promote
electronic services
• Increase transparency
• Improve the services in
accordance with
principles of Open
Government Partnership
initiative
2
More users of digital
services
• Youth enablement to ICT
technology to narrow
tehcnological gap
• Increase the number of
the users of electronic
services
• Increase the development
of electronic service
Consolidated IT
Infrastructure
• Consolidate the IT
infrastructure

8. THE CONCEPT OF QUALITY
Expected quality
• Expected quality of the
information received by
institutions
• Highly influenced by the
quality of services
delivered by private
entities, that in general
raise the bar
Effective quality
• What is effectively
provided by the
institutions
• That is what barometer
measures against some
criteria
Perceived quality
• How citizen perceive
the quality
• Depending on factors
such as: handling of
complaints, timely
delivery, reputation of
the institution, previous
experience
Principle of “profit”
Quality of services in private sector
is guided by the economic principle
Challenges
Meanwhile, Public Institutions are
challenged to do their job efficently,
and at the same time not simply
good but in compliance with the law
Quality gap
The difference between the
expected quality and from its
perceived, defines ALSO satisfaction
with services

9. To draw up a
list of
measurable
indicators
suitable for this
purpose
To design a
data collection
and processing
system
to define a set
of measurable
indicators
To use a
correction
mechanism to
identify issues
related with the
service delivery
To analyze the
collected
information in
order to
present qualiy
Use the
collected
information
to improve
the quality
Create Collect Analyze Correct Improve
EFFECTIVE
QUALITY FO
SERVICES
THE CONCEPT OF EFFECTIVE SERVICE QUALITY
WHAT IS MEASURED

10. The minimum services standard: consists of those
quality attributes of the service that are mandatory
and must be guaranteed by the service provider
agencies. The minimum standard is actually a
mechanism that forces service providers to fulfill
minimum obligations to citizens for the services they
provide.

11. METHODOLOGY
11

12. • The barometer is a comprehensive
monitoring framework for evaluating
the performance of the delivery of a
public service against certain criteria
defined as minimum standards.
• The framework contains a set of
metrics that, focusing on the
prerequisites for the optimal
functioning of a public agency (laws,
policies, structures and good
procedures), observes and measures
how they function in practice within
the measured agency
In focus
• Administrative
• ≈ 100 agencies
• 1207 services
Out of focus
• Local government
services
Focus _
Measure the quality of the
service provided through a
synthetic indicator,
01
of enable it benchmarking
between the services
theirselves and institution
02
To enable the comparison
between services of the
same nature
03
To promote a measurement
culture within the institution
04
What is it Objectives
METHODOLOGY
OBJECTIVES AND SCOPE OF THE BAROMETER

13. CHARACTERISTICS OF A SERVICE qualitative
MULTI DIMENSIONAL
Service quality is of
multidimensional nature and
as such requires a set of
variables to be taken into
consideration during
evaluation.
CHOOSING THE ATTRIBUTES
OF SERVICE QUALITY
Measuring service quality
means identifying those
variables /characteristics that
are able to be translated into
measurable indicators .
METHODOLOGY
THE NATURE OF A QUALITY SERVICE
Quality of
service
℮
No fuss
Efficient (no rejections )
Online
At the
counter
Accessible
Simple
In time 
Fast
Traceable
Transparent

Complete
information

14. Data verification
Verification of
collected data and
their consistency
5
METHODOLOGY
STEPS FOLLOWED
Dimensions
Defining dimension
as cathegores of
service qulaitt
1
Data collection_
Design of
questionnaires for
data collection_
4
indicators
Defining indicators
and subindicators
2
Scoring
Defining a scoring
system
3
Data analysis_
Data analysis and
production of reports
6

15. SERVICE
• In the design of the indicators, which in this case
represent the service quality attributes, two basic
criteria were considered:
A. service and its performance and
B. the conditions/preconditions created by
the institution in the provision of services.
• Based on these criteria, the final index is
calculated as a function of two modules, where
• one represents the quality attributes of the
service itself and
• The other represent the institution as an
environment that enables the conditions to
guarantee the delviery of quality services
• The barometer has specified in total
• 19 Indicators
• 50 subindicators
METHODOLOGY
STRUCTURE OF THE BAROMETER
INSTITUTION
4 dimensions as
determinants of quality:
❶ transparency,
❷ accessibility,
❸ degree of digitization,
❹ monitoring and
correction mechanisms
12 Indicators
22 tellers
5 dimensions as
determinants of quality:
❶ Transparency ,
❷ Accessibility ,
❸ Responsiveness
❹ Traceability
❺ Efficiency
7 Indicators
28 tellers

16. Transparent
Accessibility
Responsiveness
Traceability
efficiency
My service _
Institution
Transparent
Accessibility
Digitization
Correction
BAROMETER STRUCTURE
DIMENSIONS
index of
internal
quality
In creating the service index, it is essential to select the right dimensions and indicators .
indicators should be not only representative in the measurement of service quality, but also implementable in all
institutions/agencies .
For each dimension, a number of indicators and sub-indicators are defined which are measurable and calculated
based on administrative data that can be provided from several sources .

17. • Transparency : availability of information related to the service regarrding service delivery time, ways to access the service, service charges, complaint mechanisms.
For Barometer, a service is transparent if the information about it is public, complete, up-to-date and equal in all channels.
• Accessibility : under the principle that all citizens should have equal access to services, the indicators under this dimension measure the level of online and physical
accessibility (for services where physical contact is necessary). E-albania is the only access channel through which all applications for services must go. Therefore, for this
purpose, all the services of an institution must be listed on this portal. In practice, accessibility is measured by the availability of physical or virtual channels that are easy to
find and that access is not impeded.
• Digitalization : measures the level of digitalization of public services, the implementation of IT systems, interoperability with e-Albania or other systems. Standard
operating procedures (SOP) have also been considered as an enabler of modernization, and for this purpose indicators related to their design and implementation have
been included.
• Correction : measures the degree to which institutions "invest" or have invested in internal monitoring mechanisms in order to improve the quality in the provision of
public services. Institutions are expected to have designed and monitored performance measurement such as KPI metrics. The required metrics such as cost/service
analysis, percentage of services delivered within the deadline, analysis of their users would enable the design of policies or institutional strategies that put the citizne at te
center .
• Responsiveness : Compliance with the legal term of a service is considered when "the time it takes from the application to the delivery of the service" is lower or
equal to the time defined by law.
• Traceability : Refers to the availability of information that allows the user to trace the service through the entire service delivery chain from application to delivery. The
information provided should be able to answer the questions "What is happening, When will I receive the service, Where is the application, at what stage and Why was it
rejected (if it was rejected)".
• Efficiency : Service performance indicators are designed to measure the degree of service responsiveness to the needs of its users. In this sense, a service will be called
efficient if it is accessible online, without a lot of necessary documents , without rerouting, with a low number of rejections, etc.
METHODOLOGY
DIMENSIONS AND DEFINITIONS

18. DIMENSIONS AND RELATIVE WEIGHTS
INSTITUTIONAL MODULE
Accessibility
The barometer measures the level
of online and physical accessibility
(for services where physical
contact is necessary).
The e-Albania platform is the single
access point for all online services.
For this purpose, all services
offered online by the institution
must be listed on this platform.
30%
Digitalization
Institution use IT systems to
facilitate the service delivery
The barometer also measures the
degree of desing and
implementation of Standard
Operating Procedures (SOPs) and
for this purpose indicators related
to their design and
implementation are included.
51%
Correction
The barometer measures the
degree to which institutions set up
internal monitoring mechanisms
in order to improve the quality in
the provision of public services.
Institutions are expected to design
Performance Measurement
Indicators and their monitoring (
cost/service analysis, percentage of
services delivered within the
deadline , etc. )
7%
Transparent
The barometer measures whether
the information on the services
provided by the institution is
transparent regarding fees,
deadlines, complaint mechanisms,
access channels. Information
related to services should be the
same in all channels of
communication with the public.
the institution as well has the
obligation to publish on the
opendata.gov.al portal, open data
on the services it offers.
12%

19. 1. All services are accessible online through e-Albania
1. All services are accessible online through e-Albania ( 5 point )
2. All services are accessible at the counter ( only for institution that have services
requiring physical contact )
1. The presence of at least one physical counter per 10,000 inhabitants (4 points )
2. The institution offers flexible hours ( 1 point )
3. Services for people with special needs are accessible
1. 90% of services adapted for people with special needs ( 1 point )
2. 30% of services have information in a foreign language ( 1 point )
INDICATORS
INSTITUTIONAL MODULE | ACCESSIBILITY
Accessibility
The barometer measures the level of
online and physical accessibility (for
services where physical contact is
necessary). The e-Albania platform is the
single access point for all online services.
For this purpose, all services offered
online by the institution must be listed
on this platform.
12%
3 Indicators
5 indicators

20. 1. Information on services (term, channel, fee, complaint ) is transparent and up-to-
date
1. Service catalogue is public on the institution’s webpage
2. There is a formal process for updating the services
3. Percentage of services having a well-defined legal deadline
4. The percentage of services that have a link to e-Albania
2. Operational data on services are transparent at opendata.gov.al
1. The institution publishes open data on the platform opendata.gov.al
2. The publication on opendata.gov.al is periodic
3. The format of published opendata is userfriendly (excel or csv)
INDICATORS
INSTITUTIONAL MODULE | TRANSPARENCY
7%
Transparent
The barometer measures whether the
information on the services provided by the
institution is transparent regarding fees,
deadlines, complaint mechanisms, access
channels. Information related to services
should be the same in all channels of
communication with the public. the
institution as well has the obligation to
publish on the opendata.gov.al portal, open
data on the services it offers.
3 Indicators
5 indicators

21. 1. The institution uses IT system in the management of services
1. The presence of an IT system in handling the service (5 points )
2. The IT system is interactive with other platforms: i.e. e-Albania (5 points )
3. The level of digitization of services (5 points )
2. Tracing system(s) in place.
1. Service tracing system in place (5 points )
3. The institution has developed and implemented formal Standard Operating
Procedures for all services
1. 95% of services have defined Standard Operating Procedures (5 points )
2. 50% of services have digitized Standard Operating Procedures (5 points )
INDICATORS
INSTITUTIONAL MODULE | DIGITALIZATION
30%
Digitization
Institution use IT systems to facilitate
the service delivery
The barometer also measures the
degree of desing and implementation of
Standard Operating Procedures (SOPs)
and for this purpose indicators related
to their design and implementation are
included.
3 Indicators
6 indicators

22. 1. The institution have implemente a certified Quality Management System
1. The institution has ISO 9001 in its Quality Management System ( 5 points )
2. The institution has adopted surveys or other systems of engagement with citizens ( 5 points)
3. The institution involves stakeholders in the proces of design/ improvement of its services ( 3 points)
4. The institution has in place a formal process for designing / developing / improving services (2
points)
2. Performance Monitoring Mechanisms
1. The institution regularly analyzes keyp performance indicators related to services (for example:
turnaround time, % of service complaints) ( 10 point )
2. The institution makes a statistical analysis of the users of its services according to age group, interest
groups etc ( 5 points )
3. The institution continuously monitors the Standard Operating Procedures in order to facilitate the
procedures ( 5 points )
3. The institution has a system for handling complaints and requests for information
1. The presence of a system for managing information requests (3 points )
2. The presence of more than one mechanism for collecting complaints ( 3 point )
3. The presence of a complaint handling system ( 3 point )
4. The staff is trained continuously
1. 30% of the employees were trained in different fields over the course of a year ( 5 point )
2. Percentage of complaints about ethical/or employee in 12 months must be less than 1% ( 2 point )
INDICATORS
INSTITUTIONAL MODULE | THE CORRECTION
51%
Correction
The barometer measures the degree
to which institutions set up internal
monitoring mechanisms in order to
improve the quality in the provision
of public services. Institutions are
expected to design Performance
Measurement Indicators and their
monitoring ( cost/service analysis,
percentage of services delivered
within the deadline , etc. )
4 Indicators
10 indicators

23. DIMENSIONS
MODULE I SERVICE
Accessibility
The barometer measures the
level of online and physical
accessibility (for services
where physical contact is
required).
The e-Albania platform is the
single access point for all
online services. For this
purpose, the selected service
should be listed on this
platform.
25%
Responsiveness
Compliance with the legal term
of a service is considered when
"the time required from the
application to the delivery of
the service" is lower or equal
to the time defined by law.
10%
Traceability
It refers to the availability of
information that allows citizens
to track the service accross the
while service delivery chain
from application to delivery.
The information provided
should be able to answer the
questions "What is happening,
When will I receive the service,
at what stage of delivery is the
application, and why was it
rejected (if it was rejected)"
5%
Transparent
Availability of service-related
information regarding service
delivery times, ways to access
the service, service charges,
complaint mechanisms.
For Barometer, a service is
transparent if the information
about it is public, complete, up-
to-date and the same in all
channels
20%
Efficiency
The service performance
indicators are designed to
measure the service's
responsiveness to the needs of
its users. In this sense, a
service will be called efficient if
it is accessible online, without
many necessary documents ,
without rerouting, with a low
number of rejections, etc.
40%

24. 1. The service is easily accessible online through the e-Albania platform
1. The service is accessible via the e-Albania platform ( 5 points )
2. The service is easily found on the Web by searching with keywords up to three clicks ( 5
points )
3. Availability of assistance mechanisms for online applications (guide, FAQ or text - to - speech
) ( 5 ) points )
2. Physical accessibility is guaranteed for all groups ( only for those services that require physical
contact )
1. There is at least one physical counter per 10,000 inhabitants (2 points )
2. The service is adapted for groups with special needs (2 points )
3. The service can be assisted over the phone (1 point )
INDICATORS
SERVICE MODULE | _ ACCESSIBILITY
The barometer measures the level of
online and physical accessibility (for
services where physical contact is
necessary).
The e-Albania platform is the single access
point for all online services. For this
purpose, all services offered online by the
institution must be listed on this platform.
20%
3 Indicators
5 indicators
Accessibility

25. 1. Information on the service is complete, up-to-date and public
1. The service information card is public on the web (e - albania , Adisa , web inst .)
2. Service information is complete and up-to-date
3. Service information is the same on each channel
4. The service on the web is linked to e - albania
2. Operational data on the service are published on opendata.gov,al
1. Operational data on the service are published on opendata.gov,al
INDICATORS
SERVICE MODULE | _ tRANSPARENCY
2 Indicators
5 indicators
Transparent
Availability of service-related information
on service delivery times, ways to access
the service, service charges, complaint
mechanisms. For Barometer, a service is
transparent if the information about it is
public, complete, up-to-date and the
same in all channels

26. 1. The service is provided on time as per legal deadline in 95% of requests
1. The service is provided in time as per legal deadline in 95% of
application (5 points )
INDICATORS
SERVICE MODULE | RESPONSIVENESS
1 Pointer
1 teller
25%
New inteligence
Compliance with the legal term of a
service is considered when "the time
required from the application to the
delivery of the service" is lower or
equal to the time defined by law.

27. 1. The service application can be traced throught the entire chain
1. There is a system that informs the citizen about the status of the
application/or there is the possibility of tracking by the citizen himself. (5
points)
2. Standard Operating Procedures related to the service are well defined. (5
points)
INDICATORS
SERVICE MODULE | TRACEABLITY
1 Pointer
2 pointers
10%
Traceability
It refers to the availability of
information that allows citizens to
track the service accross the while
service delivery chain from application
to delivery. The information provided
should be able to answer the
questions "What is happening, When
will I receive the service, at what stage
of delivery is the application, and why
was it rejected (if it was rejected)"

28. 1. Quantitative indicators for measuring the service efficiency
1. Service can be delivered through fast tracking option (additional payements)
2. Level of digitization (from 1 to 5)
3. Percentage of complete service applications (full documentation provided ) is
95%
4. Percentage of service refusal is less than 3%
5. Percentage of complaints of resolved
6. Percentage of complaints related to corruption
7. IT system is functional in 99% of the time
8. Percentage of applications processed according to the principle First-in-First-
Out (FIFO ) is 95%
INDICATORS
SERVICE MODULE | EFFICIENCY
1 Pointer
8 indicators
efficiency
The service performance indicators are
designed to measure the service's
responsiveness to the needs of its
users. In this sense, a service will be
called efficient if it is accessible online,
without many necessary documents ,
without rerouting, with a low number
of rejections, etc.
40%

29. Example
Where I the dimensions of the module of the institution ,
S i dimensions of the service module AND
P i weights and
∑
𝐼𝐼𝑖𝑖×𝑃𝑃𝑖𝑖
100
× 30% + ∑
𝑆𝑆𝑆𝑖𝑖×𝑃𝑃𝑖𝑖
100
× 70%
Combined
Institution (30%)
• For each indicator, it has been defined a clear evaluation
method. An indicator can to measured through one question
only, a set of questions or from desk research/verification. The
measurement of an indicators is quantified with points
• Afterwards, that indicator is converted into a system of 100-
points, expressing this way the degree of accomplishment. So,
if an indicator in total is expected to receive a maximum of 10
points , but based on the data it receives 5 points , that
indicator is estimated to have reached 50% of its total score.
• Dimensions are calculated in the same way. For example if "
Transparency " dimension can get up to 5 points, but effectively
gets 4 points, that dimension reaches a degree of
accomplishment of 80%.
• Final index is calculated as a function of both modules:
institutional and service. The index is also converted in a
system of 100 points, based on the values of dimensions and
their respective weight
METHODOLOGY
CALCULATION OF THE SERVICE QUALITY INDEX
Transparency (7%)
Accessibility (12%)
Digitization
Correction
Transparency
Accessibility
Responsiveness
Traceability
Efficiency
Service (70%)

30. • For everyone indicator , it is Definite clear evaluation
method _ to his . a indicator can to the accounts from a
one question , community _ questions or verification from
"desk". At the end of it evaluation a indicator take a
quantity points .
• That indicator is then calculated in a system based on 100,
which express degree of his achievement. Thus, if an
indicator in total is expected to receive a maximum of 10
points , but based on the data it receives 5 points , that
indicator is evaluated with a degree 50% achievement .
• dimensions are calculated in the same way . thus whether
" Transparency " dimension to the maximum can to got 5
points, from to WHAT get 4 points, that dimension is
evaluated to this a performance of 80%.
• The final index is also calculated in a s i stem based on 100,
where the dimensions since they are calculated in the base
100 system, they are weighted in the base to importance
oxen each from they are in the final
DATA PROCESSING
100-BASED CALCULATION OF INDICATORS
50
90
70
10
20
50
index x

31. Data on both modules are collected through
forms that are designed to contain the
necessary information for the calculation of
indicators.
Form of the Institution
• Section 1: Info on services
• Section 2: Accessibility
• Section 3. IT Systems and SOPs
• Section 4. Monitoring mechanisms
• Section 5: Transparency
Form of service
• Section 1. Transparency
• Section 2. Accessibility
• Section 3. Service Info
• Section 4. Quantitative data
After the databases are populated, the data
must first go through a verification and
cleaning process.
Once the indicators have been calculated,
verified, weighted, they can be aggregated
according to different groups and a
comparative analysis between institutions
and services can be performed.
Questionnaires Verification/ processing Data analysis
Verify
Verifify the data accuracy
1
Check for errors
Typing errors , lapsuses, etc. are
checked
2
Check consistency
Data must be consistent
3
Handle "outliers"/"missing data"
Treatment of missing data and outliers
4
Comparisons
between institutions
Comparisons
between services of
MISCELLANEOUS
Evidence of
problems
recommendation
COLLECTION, PROCESSING AND VERIFICATION OF DATA

32. Piloting results

33. Institution * SCR Sample
National Agency for Employment and Skills AKPA 6
Central Technical Archive of Construction AQTN 5
General Directorate of Prisons JHA 3
General Directorate of Enforcement DPP 2
General Directorate of Industrial Property DPPI 5
National Housing Authority NHA 4
Social Security Institute ISI 7
Ministry of Education and Sports measur
e
6
National Business Center BACs 6
Educational Services Center QSHA 5
Probation Service GS 1
PROBLEMS ENCOUNTERED
• There is no formal regulation or process for updating
information;
• Missing complaints management system and system for
handling information request;
• No quality management system in place ; _
• No stakeholder involvement activities performed
• No cost analysis performed ;
• No Standard Operating Procedures (SOP) deigned;
• No opendata published in the portal opendata.gov.al portal
• Lack of infrastructure or assistance for people with special needs
• Lack of visibility and control by the institutions over the
applications made in e-Albania.
• Shared responsibility between institutions and e - Albania
regarding the provision of the service
INSTITUTIONS AND PILOT SERVICES
33
*Institutions were selected to representing different levels of
standards

34. Example : National Business Center
profile
Offices in the territory
35
Services
173
Employee
83
94%
Successful services
94%
Transparent 57%
access 100%
Digitization 83%
Correction 36%
TOTAL 60%
100%
100%
100%
100%
63%
85%
59%
77%
Transparence
Akses
Afati
Gjumueshmeri
Eficienca
Sherbimi
Institucioni
Totali
Application “License new " Pharmacy "
100%
100%
100%
67%
63%
80%
59%
74%
Transparence
Akses
Afati
Gjumueshmeri
Eficienca
Column2
Sherbimi
Institucioni
Totali
QKB QKB services
Registration initial IN Register of Owners beneficiaries

35. Example : AQTN (Technical Construction Archive)
profile
Successful services
62%
Transparent 29%
Accessibility 85%
Digitization 17%
Correction 4%
TOTAL 19%
Institution service

80%

80%

80%

80%

80%

60%

60%

60%

60%

60%

100%

100%

100%

100%

100%

33%

33%

33%

33%

33%

50%
 
25%
 
25%
 
25%
 
25%

59%

49%

49%

49%

49%
 
19%
 
19%
 
19%
 
19%
 
19%

47%

40%

40%

40%

40%
Transparent
Accessibility
Responsiveness
Efficiency
Traceabiliy
Giving
geodetic
Obtaining
ownership
files
Receiving
project
sheet
Providing a
sample
project
sheet
Receipt
Gen -plan
(A3/A4)
Applications
741 (service 70%)
Index
(institution 30%)
services
14
employee
21
office
1

36. Level indicators _ institutional for pilot
Total AKPA AQTN JHA DPP DPPI NHA ISI measure BACs QSHA GS
I1
The minimum data on the services (term,
channel, fees, complaints ) are public and the
same in all sources. 4 50% 50% 50% 0% 75% 25% 75% 75% 75% 75% 0%
I2
Operational data on services are transparent on
opendata.gov, al 3 0% 0% 0% 0% 0% 0% 0% 67% 33% 0% 0%
I3
All the services of the institution are listed in e-
albania 5 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
I4
It has at least one counter for 10,000 residents
and offers flexible hours 6 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
I5
service are accessible from all categories
profitable , including PAK 2 50% 0% 0% 0% 100% 0% 50% 100% 100% 100% 50%
I6
The institution uses an IT system for the
management of services 15 100% 33% 33% 33% 67% 33% 100% 100% 100% 33% 33%
I7 Present application traceability system(s). 5 100% 0% 100% 0% 100% 0% 100% 100% 100% 0% 0%
I8
The institution has developed and implements
formal SOPs for all services 10 0% 0% 0% 0% 0% 0% 100% 0% 50% 0% 0%
I9
The institution has a quality management
system and monitors the performance of
citizens 15 67% 0% 33% 0% 0% 0% 33% 33% 33% 33% 0%
I10
The institution has developed mechanisms for
monitoring the performance of services 20 0% 0% 0% 25% 0% 0% 25% 25% 0% 0% 0%
I11
The presence of a system for handling
complaints and requests for information 8 75% 0% 38% 38% 38% 38% 38% 38% 75% 38% 38%
12th
30% of the workers were trained in different
fields during one year. 7 100% 29% 29% 100% 100% 29% 100% 100% 100% 29% 100%
100 57% 20% 33% 31% 41% 22% 65% 58% 60% 31% 27%

37. NEXT STEP

38. i. Transparency
ii. Accessibility
iii. Digitization
iv. Correction
v. Responsiveness
vi. Traceability
vii. Efficiency
viii. Data protection
Due to recent development, but also using
the findings of piloting exercise the
following should be implemented
• Measure the quality only at the level of
institution
• Services should be grouped by typology
• New indicators to be added for covering
the digital services
• New dimensions to be added for digital
services and data protection
• Regroup efficiency indicators
• The Index to be calculated in yearly
base
RECCOMANDATIONS
Piloting exercise
Since 1st of May
2020 all services are
accessible ONLY
through e-albania
Institution

39. • Number of services having a usage degree over
75%
• Number of service that offer the possibility of
evaluation from citizen
• Number of services that do not require additional
info from citizen ( scans etc. )
• The cost of one service ( total number of
applications / FTE involved in the service delivery
• Data protection guaranteed through formal process
of granting proper access to employees involved in
service delivery
Accessibility
• Number of applications / age group
• Number of applications /residence of the applicants
• Number of uncomplete applications / total applications
• Number of applications that offer online assistance / total
applications
• The average time for applying online
• The service can be accessed on behalf of another trusted
person
Online security
• Data privacy is clearly protected and the applicant knows
exactly where his data is going
• SSL certificates or other protection mechanism are in pace
RECOMMENDATIONS FOR NEW INDICATORS
Institution The service

40. ANNEX

41. Dimension indicator Narrative point
Transparent
T1
the minimum data on the services (term, channel, fees, complaints
) are transparent, public and the same in all sources
1 The catalog of services is public on the institution's 1
2 Formal process for updating catalog/service info 1
3 defined 1
4 the percentage of services that have a link to e- albania 1
T2 operational data on services are transparent at opendata.gov,al
1 The institution publishes open data on services 1
2 The publication on opendata.gov.al is frequent 1
3 The opendata format is excel or csv 1
access
A1 all services of the institution are listed in e-Albania 1 the percentage of services listed in e-albania 5
A2
It has at least one counter for every 10,000 residents and offers
flexible hours
1 The number of physical offices per 10,000 inhabitants 5
2 Flexible hours for a personalized service 1
A3
Services are accessible to all beneficiary categories, including
PWDs
1 % of services adapted for PWD 1
2 % of services that have info in a foreign language 1
Digitization
/Modernization
D1 The institution uses IT system in the management of services
1 The presence of an IT System for handling services 5
2 Level of digitization of services (percentage of level 3 and 4 services) 5
3 The IT system is interoperable with other systems: eg e-albania 5
D2 Present application traceability system(s). 1 Present application traceability system(s). 5
D3
The institution has developed and implements formal SOPs for all
services
1 percentage of services with defined SOPs 5
2 percentage of services with digitized SOPs 5
orrection
systems
K1
quality management system and monitors performance ance to
the citizens
1 The institution has ISO 9001 or CAF in its quality management system 5
2 Mechanisms for measuring citizens' satisfaction with services have been adopted 4
3 The institution includes stakeholders in the design/improvement of services 3
4 Does the institution have a formal process for designing/developing/improving services? 3
K2
The institution has developed mechanisms for monitoring the
performance of services
1
The institution analyzes service performance indicators such as handling time , % of complaints /
service
10
2
the institution conduct a statistical analysis of the users of its services ( eg by age group , interest
groups) for the year 2021?
5
3 frequently monitored by the SOP in order to facilitate the procedures 5
K3
The presence of a system for handling complaints and requests for
information
1 The presence of a system of requests for information 2
2 There are more than one mechanisms/channels used for collecting complaints 3
3 The presence of a complaint handling system 3
K4 30% of the workers were trained in different fields during one year.
1 the percentage of staff that received training (in one year) 5
2 the percentage of complaints for ethical issues /employees (12 months) of less than 1% 2
Indicators IN level institution

42. Indicators IN level Service
Dimension on indicator In the entanglement point
Transparent
T1
Information on the service is complete, up-to-
date and public
1 The service card is public on the web (e - albania , Adisa , web inst .) 1
2 Service information is complete and up-to-date 1
3 Service information is the same on each channel 1
4 The service everywhere on the web has a link to e - albania 1
T2
operational data on the service are published on
opendata.gov.al
1 Operational data on the service are published on opendata.gov , al 1
Accessibility
A1
The service is easily accessible online through e -
albania
1 The service is accessible through e - albania 5
2 The service is easily found on the web (in 3 clicks ) , keywords 5
3 Availability of assistance mechanisms for online applications ( guide, FAQ or text-to-speech) 5
A2
Physical accessibility is guaranteed for all groups
(for those services that require contact)
1 The presence of at least one physical counter for 10,000 inhabitants 2
2 The service is adapted for PWD groups 2
3 The service can be assisted over the phone 1
Responsiveness
K1 Service delivered within the deadline in 95% of
cases 1 K1. Service delivered within the deadline in 95% of cases 20
Traceability
K2 The service can be tracked
1
G 1 . There is a system that informs the citizen about the status of the application/ or there is the
possibility of tracking by the citizen himself
10
2 G 2 . Standard operating procedures related to the service are well defined. 5
Efficiency E1 Efficiency
1 E1. The possibility of providing the service with an accelerated procedure 5
2 E2. The number of documents they require physical interaction with another institution 5
3 E3. the percentage of complete applications is 95% 5
4 E4. the percentage of rejections should be less than 3% 5
5 E5. percentage of complaints resolved 5
6 E6. the percentage of complaints related to corruption 5
7 E7. The system works 99% of the time 5
8
E8. the percentage of applications processed according to the First-in-First - Out ( FIFO ) principle
to be 95%
5