Citizen Feedback Mechanism for Electronic Services (AL0082)

Brief Description of the Commitment

Citizen Feedback will collect user feedback on the effectiveness of e-services utilizing cutting-edge CivicTech solutions at a minimal cost, as well as automatically analyze the feedback to give staff members precise information on what needs to be improved. Citizen Feedback enables civic involvement and more informed engagement between governments and citizens. Also provides an open and accountable framework for better decision-making and increases public confidence.

Problem Definition

1. What problem does the commitment aim to address? Since 2013, the Government of Albania has looked to reinvent public service delivery better meet the needs of citizens, improve citizen satisfaction and improve accessibility to marginalized groups. The Albanian Government, as a promoter of the transformation of offline services into online services, turned the e-Albania platform into a success story and managed to build a serious image of the state and restore the trust of citizens in public institutions. The government transformed institutional services at full disposal for citizens and businesses and has fully focused its attention on converting physical counters to only online ones. In terms of impact, this has been translated to: - reducing the costs of receiving services, - simplification of bureaucratic procedures, - reduction of time to receive services, - improvement of transparency and quality of service provision. To receive continuous feedback from citizens and businesses using e-services on the e-Albania portal, a star rating mechanism has been implemented during the application for electronic services. Through this functionality, users can give their rating with a score of 1 to 10 stars and write a narrative comment to explain their experience more extensively on the portal. However, data is not adequately analyzed to provide public institutions with accurate data on what can be improved in the provision of their services. Now, services are exclusively available online, and citizens may only obtain them through this channel. This indicates that we must strengthen our procedures for gathering citizen feedback on e-service evaluations in order to improve the quality of public service. The primary objective is to provide evaluation criteria for an effective, flexible, and reflective assessment of e-government systems from the perspective of citizens. Adoption of such standards would help to improve government understanding of the elements that impact public use of e- government services. Furthermore, the requirements may be utilized to provide important feedback for the design of future e-government efforts. The National Agency of Information Society, as the key institution that enables electronic public services to citizens and businesses, will take initiatives to strengthen the public’s interaction with the institutions via latest feedback mechanism using GovTech. As a result, public trust and work efficiency will improve.

2. What are the causes of the problem? The following are some of the consequences of this absence: 1. Uncertainty among citizens regarding what they are seeking for. 2. Insufficient information. 3. Insufficient communication between institutions and the general public Citizens have the chance to provide feedback when services are only provided online, but the analysis of their assessments is done manually, which does not yield the best potential results in correcting concerns. Technical or procedural aspects of service delivery that should be enhanced

Commitment Description

3. What has been done so far to solve the problem? In order to receive continuous feedback from citizens and businesses using e-services on the e- Albania portal, a star rating mechanism has been implemented at the end of the application or electronic services. Through this functionality, users can give their rating with a score of 1 to 10 stars and write a narrative comment to explain their experience more extensively on the portal.

4. What solution are you proposing? Collecting website feedback has never been more important. The whole purpose in doing so is to provide citizens easier access to services while improving operational efficiencies for government. Collecting feedback The collection of feedback can only be done online. This may include creating surveys within the site for citizens where they can provide feedback for certain services.

5. What results do we want to achieve by implementing this commitment? This will help end users and produce value while also strengthening security and non- repudiation between citizens and the government. This integrated solution would also assure consistency in terms of technology, functionality, and security for email users. We want to underline that this will greatly assist us in improving online services by creating them to meet the needs of citizens.

Milestones | Expected Outputs | Expected Completion Date

Meetings with representatives of Civil Society and Start-ups who also cover digitalization issues. | Portal improvements through continuous collaboration

Action Plan Review

Commitment 9. Develop citizen feedback mechanism for electronic services