Higher quality of administrative service delivery through introducing higher standards and improving user feedback

The project aims at enhancing the quality of administrative services in connection with the extension of the application of complex administrative services. The project consists of four activities. The first and the second activity envisage the introduction of higher general and own quality standards for the administrative services through development of new general (mandatory) standards for administrative services and their regulatory regulation, preparation of exemplary own standards for administrative services, updating of the Development Guide the Client's Charter, the preparation of 5 pilot charters for the client and the updating of the contents of the reporting forms for administrative services in IISDA. The third and fourth activities highlight feedback on users of administrative services. An analysis of consumer feedback mechanisms and proposals for regulatory changes will be prepared and the Consumer Satisfaction Survey and Measurement Method will be updated. Four pilot trainings will be carried out to implement feedback mechanisms and to conduct a survey and measurement of consumer satisfaction. A "secret client" study will be conducted.

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