Israel: Rating Government Services

A report measuring the quality of government services was released on Tuesday, 20 Kislev. Leading the list are the Ministry of Religious Services, Ministry of Defense, Holocaust Survivors Rights Authority and Bituach Leumi (National Insurance Institute).

The report on government services and quality of government was released by the ICT Authority of the Prime Minister’s Office. The report ranked the level of service provided by government ministries and related agencies in four categories: general satisfaction with the unit, level of satisfaction with frontal service, level of satisfaction with phone service and level of satisfaction from internet service.

Head of ICT in the PM’s Office, Yair Frank, explains “the ICT Authority is working to promote innovation in the public sector and public services. In addition, part of promoting the concept of the ‘citizen is in the center’ the authority works to improve government services to the public, to encourage efficient work by government units to the public and to encourage efficient work and reducing the burden of bureaucracy and promoting the polities of the ‘open government’”.

The measurement was expanded in 2015 to include 21 central government units in the area of public services including Bituach Leumi, Israel Police, Tax Authority, Transportation Ministry and other units which provide public services on a significant scale.

Over 27,000 interviews were conducted to determine the level of satisfaction in service branches.
About 27,000 instances of measuring how long it took to be served in branches
Over 3,000 cases of examining phone service
Over 3,000 visits to determine level of service in 460 branches
1,800 inspections to determine level of internet service
90 evaluations to determine condition for government online services based on the site, www.gov.il

The winners beginning with first place: