Open Access
Table 2.
Methods of quality assessment of electronic state and municipal services
| No. | Indicator | Specific weight, points | Assessment method | |
|---|---|---|---|---|
| 1 | Approved administrative regulations for electronic public services provided by a public authority | 3 | 3 | There are approved administrative regulations of electronic public service |
| 1 | There is information on the procedure on electronic public service, but there is no approved regulation | |||
| 0 | There are no administrative regulations | |||
| 2 | Monitoring of electronic public services to an applicant’s request | 3 | 3 | There is a possibility of monitoring via website, SMS, e-mail, single phone number and/or hotline/call center |
| 1 | There is a possibility of monitoring via SMS, email, single phone number and/or hotline/call center | |||
| 0 | There is no possibility of monitoring | |||
| 3 | Online surveys to improve electronic public services | 3 | 3 | There are online surveys, which are updated at least once a month (at least 5 surveys) and their results are published |
| 1 | There are online surveys, which are updated less than once a quarter (at least 5 surveys), and their results are not published | |||
| 0 | There are no online surveys to improve electronic public services | |||
| 4 | Assessment tool of electronic public services | 3 | 3 | There is a functioning assessment tool |
| 1 | There is an assessment tool but it is not working | |||
| 0 | No tool available | |||
| 5 | Degree of automation of electronic public services | 3 | 3 | Through the Single Portal and official website |
| 1 | Only through the Single Portal | |||
| 0 | Official website | |||
| 6 | Degree of maturity of electronic public services | 3 | 3 | Transactional interactive public services |
| 1 | Interactive public services in the form of bilateral information exchange | |||
| 0 | Electronic public services in the form of unilateral interactions | |||
| 7 | Compliance with deadlines for electronic public services | 3 | 3 | There is no violation of deadlines |
| 1 | There is at least one violation of deadlines | |||
| 0 | There is more than one violation of deadlines | |||
| 8 | Satisfaction with electronic public services | 3 | 3 | Excellent and good |
| 1 | Satisfactory | |||
| 0 | Unsatisfactory | |||
| Total score | 24 | |||
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