General Create citizen-centric public Impact-level indicator: Percentage of objective administration citizens who trust in public administration institutions (%) Specific Improve the quality and Outcome-level indicator: Percentage of objective 1 delivery of services citizens who are satisfied with service delivery (%) Outcome-level indicator: Percentage of services meeting service delivery standards (%) Action 1 Review and re-engineer the indicator: Percentage/number of service delivery process for the re-engineered public services (%/#) following priority services: ID indicator: Financial/time savings documents, driving licenses, for service users (euros/hours) certificates Action 2 Consolidate public services and establish a public service catalogue at local and central levels Activity 1 Develop a roadmap for public – Output-level indicator: Number of service consolidation and set the (consolidated) public services delivered by consolidation criteria local and central public administration (#) Activity 2 Implement the public service – consolidation roadmap Activity 3 Establish a catalogue of the – consolidated services at local and central level Action 3 Based on interational good Output-level indicator: Percentage of practice, develop and adopt a institutions that have adopted the framework methodology for methodology for measuring citizen measuring citizen satisfaction satisfaction (%) with services, to be further adopted by institutions Action 4 Develop and adopt framework Output-level indicator: Percentage of citizen charters for municipalities municipalities that have adopted citizen charters (%) Performance indicator passport template The template performance indicator passport below is an example which is based on SIGMA work in various countries. The template is indicative and countries are free to include additional information or exclude information provided for in the template. However, experience shows that all the information covered by this template is needed for ensuring that all who are to provide the data for the developed indicators, and those who want to understand what is measured through a given indicator, and how, are given all the details necessary for their purposes. Developing these details for each indicator helps drafters and those who are in charge of data collection or calculation to identify potential gaps and challenges, which in turn helps to ensure the sustainable and regular provision of information through the envisaged indicators. The realisation that such data-related challenges exist often leads to the
General objective Create citizen-centric public administration Impact-level indicator: Percentage of citizens who trust in public administration institutions (%) Specific objective 1 Improve the quality and delivery of services Outcome-level indicator: Percentage of citizens who are satisfied with service delivery (%) Outcome-level indicator: Percentage of services meeting service delivery standards (%) Action 1 Review and re-engineer the service delivery process for the following priority services: ID documents, driving licenses, certificates indicator: Percentage/number of re-engineered public services (%/#) indicator: Financial/time savings for service users (euros/hours) Action 2 Consolidate public services and establish a public service catalogue at local and central levels Output-level indicator: Number of (consolidated) public services delivered by local and central public administration (#) – Activity 1 Develop a roadmap for public service consolidation and set the consolidation criteria – Activity 2 Implement the public service consolidation roadmap – Activity 3 Establish a catalogue of the consolidated services at local and central level Action 3 Based on interational good practice, develop and adopt a framework methodology for measuring citizen satisfaction with services, to be further adopted by institutions Output-level indicator: Percentage of institutions that have adopted the methodology for measuring citizen satisfaction (%) Action 4 Develop and adopt framework citizen charters for municipalities Output-level indicator: Percentage of municipalities that have adopted citizen charters (%) Performance indicator passport template The template performance indicator passport below is an example which is based on SIGMA work in various countries. The template is indicative and countries are free to include additional information or exclude information provided for in the template. However, experience shows that all the information covered by this template is needed for ensuring that all who are to provide the data for the developed indicators, and those who want to understand what is measured through a given indicator, and how, are given all the details necessary for their purposes. Developing these details for each indicator helps drafters and those who are in charge of data collection or calculation to identify potential gaps and challenges, which in turn helps to ensure the sustainable and regular provision of information through the envisaged indicators. The realisation that such data-related challenges exist often leads to the
SIGMA-Strategy-Toolkit-Annex-2-Indicators.docx