The institution designs a citizen-centric service delivery plan that balances service with resources and establishes a road map for improvement.
Guideline code
EXT_02400
Mechanism
Mechanism
- The institution should pursue a citizen-centric approach to the design and delivery of its services by relying heavily on a digital platform, with a view to facilitating access, reducing duplication, being more responsive and lowering administrative costs and burden. At the same time, personally delivered services should remain available for those who do not have access to online services, are not computer literate, and/or suffer an impairment preventing them from accurately using online services.
- The management should streamline service delivery through integrated channels such as mail, web-based services, mobile phones, automatic self-serve facilities and personally delivered services, to maintain a comprehensive front-line interface for citizens (see Guideline 20) and, where warranted, to partner with either government institutions or non-governmental organizations (NGOs) in implementing administrative procedures.
- The management should provide users with a way to comment on the quality of the services received. Employees of the institution should be encouraged to provide feedback on how business processes and service quality can be improved.
- The management should devise a service delivery plan taking into account the structure (national, regional and local levels), roles and responsibilities based on subsidiarity principles. This plan may involve other organizations/institutions (e.g. local administration, community-based schemes, etc.) to reduce costs, avoid overlaps and enhance synergies.
- Analysis of administrative data should be performed to identify areas for improvements. For example, a high incidence of appeals on a particular type of decision may point to some deficiencies in policy, processes, training or communications.
Structure
Structure
- The institution should ensure that the service delivery plan explains clearly how the institution builds on its achievements, effectively uses available resources and achieves the goals and objectives laid out in the coverage extension plan.
Title HTML
Guideline 18. Formulating a service delivery plan
Type
Guideline_1
Weight
26