Documents citizens’ needs and expectations and towards a service

Aware of all the information a citizen needs towards a particular service

Communicates with citizens to identify their issues

Understands the citizen profile for various types of services

Gathers information on best practices for evaluating service quality

Determines what service to provide, based on citizens needs and expectations

Provides citizens with all the information they need for a service

Describes the appropriate persons/sources a citizen can refer to for issues

Identifies the standards required for various types of services

Supports the development of tools and techniques that are used for evaluating service quality

Establishes mutual expectations with citizens to ensure service satisfaction

Encourages citizen participation through different mediums (online and offline)

Addresses citizen issues in a timely manner, through appropriate persons/sources

Streamlines the expectations citizens are entitled to hold, in terms of services

Applies tools and techniques to evaluate service quality