The Law Library of Congress, Global Legal Research Center 

(202) 707-6462 (phone) • (866) 550-0442 (fax) • law@loc.gov • http://www.law.gov

Government Services Feedback 

Practices in Selected Jurisdictions

October 2017
This report is provided for reference purposes only. 

It does not constitute legal advice and does not represent the official 

opinion of the United States Government. The information provided 

reflects research undertaken as of the date of writing. 

It has not been updated.
Contents 

Introduction ......................................................................................................................................1 

Argentina..........................................................................................................................................2 

Australia ...........................................................................................................................................4 

Botswana ........................................................................................................................................10 

Brazil ..............................................................................................................................................11 

Canada............................................................................................................................................17 

European Union .............................................................................................................................20 

France .............................................................................................................................................22 

Germany .........................................................................................................................................25 

Italy ................................................................................................................................................28 

Japan ..............................................................................................................................................34 

Macao .............................................................................................................................................35 

Netherlands ....................................................................................................................................40 

Nicaragua .......................................................................................................................................44 

Russian Federation .........................................................................................................................45 

Sweden ...........................................................................................................................................49 

United Arab Emirates ....................................................................................................................51 

United Kingdom.............................................................................................................................56 
The Law Library of Congress 1 

Introduction 

Luis Acosta 

Chief, Foreign, Comparative, and International Law Division II

This report surveys selected foreign jurisdictions on laws and practices regarding feedback on 

customer satisfaction from users of government services. The jurisdictions selected provide an 

array of representative approaches to obtaining feedback regarding user satisfaction. 

In some countries, laws have been enacted requiring agencies to obtain information on customer 

satisfaction and incorporate such data into quality improvement efforts. In Italy, a 2000 law 

requires each government agency to “implement, after listening to the citizens . . . verification 

processes for the quality of services and user satisfaction.” A Brazilian law enacted this year 

requires evaluation of the satisfaction of users of public services by means of annual surveys or 

other methods that guarantee statistical significance. In Sweden, many individual laws and 

regulations governing government programs require the responsible agencies to conduct 

customer surveys. 

Many of the countries reviewed here have established programs for evaluating customer 

satisfaction of public services. In Argentina, a program to improve the culture of public 

administration includes a management instrument that embodies an agreement between each 

government agency and the Under Secretary of Public Management providing for an 

implementation plan governing the quality of service delivery; each such agreement includes 

provisions on user surveys conducted either where the service is rendered or online. In 

Australia, at the federal level, customers can access multiple government services online in one 

place, using a single login and password, and each agency provides links to online forms for 

complaints and feedback. Several Australian states in recent years have participated in the same 

whole-of-government customer satisfaction survey, allowing comparisons of performance across 

jurisdictions. Macau has a Quality Charter Program under which participating public agencies 

are required to conduct a citizen satisfaction survey at least annually; while each agency 

determines the form in which feedback is collected, there is a set of standardized questions 

covering five specified metrics. Botswana’s Performance Management System for government 

agencies includes monitoring standards consisting of customer satisfaction surveys undertaken 

every two years as well as a system for the collection of immediate feedback. 

Some countries surveyed here have provided for large-scale, centralized surveying of customer 

satisfaction. In the Netherlands, a major national survey was conducted in 2008–2010 by the 

State Secretary of the Interior and Kingdom Relations to gauge citizens’ satisfaction with 

government services. In Germany, the Federal Statistical Office was charged with evaluating 

citizens’ and businesses’ satisfaction with government services through a general survey; the 

government used the results of the 2015 survey to implement the “Better Regulation Work 

Program 2016,” which simplifies administrative procedures in areas identified in the survey. 
The Law Library of Congress 2

Argentina 

Graciela Rodriguez-Ferrand 

Senior Foreign Law Specialist

Argentina’s Citizen Charter Program (Programa Carta Compromiso con el Ciudadano, PCCC), 

created under Decree 229/20001 within the Under Secretary of Public Management under the 

Chief of Cabinets (Jefatura de Gabinete de Ministros), aims at transforming the culture within 

the public administration, by improving the relationship between the administration and citizens. 

The PCCC seeks to empower citizens to exercise their right to be heard, informed, and respected, 

and to receive a response or solution to their problems and needs related to public services.2

 It 

also aims at reinforcing a concept of public service and responsiveness that targets the 

satisfaction of the citizen by establishing assessments of public services, transparency, and 

feedback mechanisms.3

A key component of the PCCC is the Carta Compromiso (CC), a public management instrument 

implemented by service-providing public entities by which they make a commitment to citizens, 

setting objectives and results to be achieved.4

 The CC is implemented by an agreement entered 

into between a government agency and the Under Secretary of Public Management, who 

coordinates the program.5 The agreement includes an implementation plan by which the public 

entity commits to deliver services based on standards of quality, facilitate the provision of 

information to the public about the services to be rendered, and establish feedback mechanisms.6

Public entities must submit an annual report on the advancement of their goals.7 In addition the 

head of each agency must present a quarterly CC progress report to the Vice President, who 

heads the Commission on the Modernization of the State, the enforcement authority of 

the PCCC.8

 Decree 229/2000 provides in general terms that the ways and means of making the 

 

1

 Decreto 229/2000 Carta Compromiso con el Ciudadano [Charter with the Citizen], BOLETÍN OFICIAL [B.O.], Mar. 

14, 2000, http://servicios.infoleg.gob.ar/infolegInternet/anexos/60000-64999/62474/norma.htm, archived at 

https://perma.cc/GW94-E5CE. 

2 ¿Qué es el Programa Carta Compromiso con el Ciudadano? [What is the Citizen Charter Program?], INSTITUTO 

NACIONAL DE LA ADMINISTRACIÓN PÚBLICA (INAP), http://capacitacion.inap.gob.ar/?cursos=que-es-el-programacarta-compromiso-con-el-ciudadano-in-dc-20290 (last visited Oct. 23, 2017), archived at https://perma.cc/HH5KL6VS. 

3 Id. 

4 Carta Compromiso con el Ciudadano, MINISTERIO DE MODERNIZACIÓN [MINISTRY OF MODERNIZATION],

https://www.argentina.gob.ar/modernizacion/cartacompromiso (last visited Oct. 23, 2017), archived at

https://perma.cc/7V4E-3UBU. 

5 Id.

6 Id.; Decreto 229/2000 art. 5. 

7

 Decreto 229/2000 art. 17. 

8 Id. art. 18. 
Government Services Feedback Practices: Argentina 

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results public will be determined by the Vice President.9

 Public agencies that are signatories of 

the CC are recognized through awards for compliance and meeting CC goals.10 

In order to ensure that users’ opinions are taken into consideration, each CC signed by an 

individual agency includes a chapter on citizen participation, which contains user surveys 

conducted either where the service is rendered or online.11 Statistics and results are published 

and made available to the public on each agency’s website.12 No general regulation on user 

satisfaction surveys is available, but the full text of the CC signed by each individual agency is 

available through the PCCC portal.13

In 2002 the World Bank launched a pilot project in Argentina on the use of so-called “citizen 

report cards,” which are basically surveys of citizen satisfaction with public services.14 The pilot 

project involved only pension and unemployment benefits services.15 However, as no further 

mention of the program was located, it appears that the citizens report cards program was not 

fully implemented. 

According to the CC portal, the yearly evaluation of the PCCC includes an assessment of the 

tools for surveying citizen satisfaction.16 According to the PCCC 2014 statistics, more than 104 

citizen surveys have been conducted in forty-three public agencies during a six-year period.17

 

9 Id.

10 Id. art. 20; Prefectura premiada por su labor en la implementación del Programa Carta Compromiso con el 

Ciudadano [Coast Guard is Awarded for Its Performance in the Implementation of the PCC with the Citizen],

TRANSPORTES Y COMERCIO EXTERIOR (Jan. 16, 2012), http://www.comex-online.com.ar/noticias/val/52775/ 

prefectura-premiada-por-su-labor-en-la-implementacion-del-programa-carta-compromiso-con-el-ciudadano.html, 

archived at https://perma.cc/JY23-JJ4M (click “See the Screenshot View”). 

11 For a sample CC, see DIRECCION NACIONAL DE MIGRACIONES [NATIONAL DIRECTORATE ON MIGRATION],

QUINTA CARTA COMPROMISO CON EL CIUDADANO 39 (Apr. 2015), https://www.argentina.gob.ar/sites/default/ 

files/carta_compromiso_migraciones_2015_quinta_carta.pdf, archived at https://perma.cc/YH4D-SX65. 

12 Id.

13 Organismos adheridos a Carta Compromiso [PCCC Participating Agencies], MINISTERIO DE MODERNIZACIÓN,

https://www.argentina.gob.ar/cartacompromiso/organismosadheridos (last visited Oct. 23, 2017), archived at 

https://perma.cc/47PJ-NRE3. 

14 Magüi Moreno Torres, Argentina’s Cartas Compromiso: Strengthening the Role of Civil Society for More 

Accountable Public Services, EN BREVE (World Bank), Feb. 2004, No. 40, at 2, https://openknowledge.worldbank. 

org/bitstream/handle/10986/10367/284400English0En0breve040.pdf?sequence=1&isAllowed=y, archived at 

https://perma.cc/KFJ3-CWXZ. 

15 Id.

16 4. “Monitoreo,” Implemetación de Carta Compromiso [Implementation of CC], MINISTERIO DE MODERNIZACIÓN, 

https://www.argentina.gob.ar/cartacompromiso/implementacion (last visited Oct. 23, 2017), archived at 

https://perma.cc/9ACY-QNUT. 

17 “Año 2014: Encuastas,” Resultados de la Carta Compromios [Results of CC], MINISTERIO DE MODERNIZACIÓN, 

https://www.argentina.gob.ar/cartacompromiso/resultados (last visited Oct. 23, 2017), archived at 

https://perma.cc/AU7P-5MYB. 
The Law Library of Congress 4

Australia 

Kelly Buchanan 

Chief, Foreign, Comparative, and 

International Law Division I

SUMMARY In recent years there appears to have been a move in Australia to provide government 

services to customers in a more centralized, customer-focused manner, including through 

the use of online portals where multiple services can be accessed in one place. Individual 

agencies may continue to collect feedback from customers through online forms and 

other mechanisms. Some states, including New South Wales and South Australia, have 

also started using a whole-of-government survey mechanism to solicit feedback annually 

on the customer service provided by a number of agencies. The use of the same approach 

by different jurisdictions allows for benchmarking, comparisons, and sharing of best 

practices between jurisdictions. 

I. Introduction 

There are no laws at either the federal or state/territory levels in Australia specifically requiring 

government agencies to seek customer satisfaction feedback. However, some guidance has been 

developed by different entities and some state governments have worked to develop whole-ofgovernment approaches in addition to the mechanisms used by individual agencies to solicit 

feedback or handle complaints. 

II. Complaint Handling 

The Commonwealth Ombudsman investigates complaints from members of the public about 

federal government departments and agencies.1 There are also state and territory ombudsmen. 

These entities may provide best-practice guidance to government agencies within their 

jurisdictions; for example, the Commonwealth Ombudsman has published a Better Practice 

Guide to Complaint Handling.

2

III. Customer Feedback on Federal Government Agencies 

At the federal level, several service agencies participate in the myGov online account initiative, 

which allows customers to access government services and personal notices online in one place, 

using a single login and password. This includes Medicare (the publicly-funded health care 

system), the Australian Taxation Office, Centrelink (which administers benefit payments), the 

 

1 About, COMMONWEALTH OMBUDSMAN, http://www.ombudsman.gov.au/about (last visited Oct. 12, 2017), 

archived at https://perma.cc/6PQG-KFEZ. 

2

 COMMONWEALTH OMBUDSMAN, BETTER PRACTICE GUIDE TO COMPLAINT HANDLING (Apr. 2009), 

http://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf, 

archived at https://perma.cc/AL9B-KM64. 
Government Services Feedback Practices: Australia 

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Department of Veterans’ Affairs, and the National Disability Insurance Scheme.3

 Links to the 

contact information for each of the relevant agencies is provided on the site,4

 with each agency 

providing online forms for complaints and feedback. 

IV. Customer Feedback on State Government Agencies 

State governments have undertaken various initiatives to measure customer satisfaction with 

government services. In recent years, several states have conducted the same annual whole-ofgovernment customer satisfaction survey, allowing for comparisons between Australian 

jurisdictions and with other countries that also use the survey. The following provides 

information regarding this initiative, and related or past activities, from the perspective of two of 

the states involved. 

A. New South Wales 

In New South Wales, one of the legislated objectives of the Public Service Commissioner is to 

“foster a public service culture in which customer service, initiative, individual responsibility and 

the achievement of results are strongly valued.”5

 In 2012, the New South Wales government 

appointed the first Customer Service Commissioner in the country. Reforms that were 

subsequently implemented included “a ‘one-stop shop’ – Service NSW – with service centres, a 

single 24/7 telephone service and a single digital channel.”6

 The Service NSW website provides 

an online form for customer feedback and complaints.7

In 2013, the Public Service Commission Advisory Board and the Customer Service 

Commissioner developed a “whole-of-government customer satisfaction instrument,” which was 

intended to “complement existing agency initiatives and create a coordinated approach to 

customer service reform.”8 The resulting survey of people who use public services was 

conducted by the Customer Service Commissioner in 2014, involving “6,208 customers, 

including 5,189 from the general population and 1,019 from the business community, responding 

 

3 About myGov, MYGOV, https://my.gov.au/mygov/content/html/about.html (last visited Oct. 12, 2017), archived at 

https://perma.cc/VY2Z-ZBDT. 

4 Contact Us, MYGOV, https://my.gov.au/mygov/content/html/contact.html (last visited Oct. 12, 2017), archived at 

https://perma.cc/EL7J-ZGMQ. 

5

 Government Sector Employment Act 2013 No 40 (NSW) s 10(e), https://www.legislation.nsw.gov.au/acts/2013-

40.pdf, archived at https://perma.cc/CN83-W45P. 

6

 PUBLIC SERVICE COMMISSION, A BETTER PICTURE: STATE OF THE NSW PUBLIC SECTOR REPORT 2014, ch. 3, 

“Customer Focus: Importance of the Customer,” http://www.psc.nsw.gov.au/reports---data/state-of-thesector/previous-editions/state-of-the-sector-2014/chapter-3--customer-focus/importance-of-the-customer, archived 

at https://perma.cc/VG8J-WAMY. 

7 Contact Us, SERVICE NSW, https://www.service.nsw.gov.au/contact-us (last visited Oct. 16, 2017), archived at 

https://perma.cc/A97A-2ACR; Customer Complaints, SERVICE NSW, https://www.service.nsw.gov.au/customercomplaints (last visited Oct. 16, 2017), archived at https://perma.cc/QPD3-TYMF. 

8

 PUBLIC SERVICE COMMISSION, supra note 6. 
Government Services Feedback Practices: Australia 

The Law Library of Congress 6

to a telephone survey, face-to-face interviews, and mobile phone-based or 

online questionnaires.”9

 

In terms of initiatives by individual agencies, the Public Service Commission found in 2013 that 

“94% of the 83 agency respondents collect feedback from their customers and nearly threequarters make changes as a result of views presented by customers.”10

The Public Service Commission’s State of the Sector report for 2015 states that 

The NSW Government believes a strong customer-centred approach is essential for 

delivering the best possible services. Across NSW, public sector agencies seek customer 

feedback to help improve the quality of their services. The Customer Service 

Commissioner’s Customer Satisfaction Measurement Survey, which the PSC Advisory 

Board helped establish in 2014, is an additional method of regularly measuring customer 

satisfaction across the whole public sector. 

The Customer survey is designed to provide a greater understanding of how customers 

perceive public service performance; the overall customer satisfaction with different 

types of services; the key drivers of customer satisfaction; and areas for improvement to 

increase overall sector performance.11

The 2015 report goes on to discuss the outcomes of the survey for that year and to compare the 

results to other jurisdictions. It also includes a message from the Customer Service 

Commissioner who states that various whole-of-government initiatives aimed at improving 

services to customers 

will be supported by a measurement framework that will build on the annual Customer 

Satisfaction Measurement Survey. The 2015 survey benchmarked our performance 

against other jurisdictions, highlighting opportunities for cross-jurisdictional learnings 

and education. This survey will be implemented each year, and we will continue to 

benchmark our performance against other governments and leading public 

sector organisations.12

The State of the Sector report for 2016 also discusses various aspects of developing and 

maintaining a customer-focused culture in the public sector. This includes leadership 

development programs, employees being surveyed regarding how senior managers and their 

agency overall perform in relation to the area of customer focus, as well as polling customers 

annually using the Customer survey.13 The report notes that many agency leaders have “built 

 

9 Id.

10 Id.

11 PUBLIC SERVICE COMMISSION, TO THE NEXT LEVEL: STATE OF THE NSW PUBLIC SECTOR REPORT 2015, ch. 3, 

“Customer Focus,” http://www.psc.nsw.gov.au/reports---data/state-of-the-sector/previous-editions/state-of-thesector-2015/chapter-3 (last visited Oct. 12, 2017), archived at https://perma.cc/DEE9-VTFD. 

12 Id.

13 PUBLIC SERVICE COMMISSION, LEADERSHIP MATTERS: STATE OF THE NSW PUBLIC SECTOR REPORT 2016, ch. 2, 

“How Do Our Leaders Lead the Sector?,” http://www.psc.nsw.gov.au/reports---data/state-of-the-sector/state-of-thesector-2016/chapter-2 (last visited Oct. 12, 2017), archived at https://perma.cc/88NJ-JLPK. 
Government Services Feedback Practices: Australia 

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customer awareness into their induction programs, emphasising the alignment of customer 

service, business purpose and values.”14 Another approach “has been to replace government with 

customer service at the top of an agency’s strategy pyramid. This simple visualisation represents 

a significant cultural change, as the focus has shifted from examining inputs to the quality of 

outputs. The focus is on creating a high-performance culture.”15

A report on the key findings of the New South Wales 2016 Customer Satisfaction Measurement 

Survey is available online.16 With respect to the scope and approach, the report states that 

 ‘Customers’ in this survey are citizens that have had direct dealings with services 

provided by the NSW Government in the last 12 months. 

 In 2016, the online survey was undertaken with 5,369 customers. This included 4,237 

consumers and 1,132 business customers. 

 The survey captured customer feedback on 22 different NSW Government services 

(described in the customers’ language). 

 Feedback received from customers about each of the individual services have been 

aggregated to provide a view of the performance of NSW Government 

services overall. 

 The same survey was also undertaken with customers in [other jurisdictions].17

B. South Australia

The approaches to soliciting feedback from South Australian government agency customers have 

evolved over the past ten years. In 2007, the Government Reform Commission produced a 

Customer Service Good Practice Guide that “outlines key considerations for improving service 

delivery throughout the South Australian public sector.”18 One of the elements of effective 

customer service that the Guide suggested should be considered was to “identify and understand 

your customers” through seeking direct feedback from customers “by asking them what they 

need, want and expect.” Appendix A of the Guide contains “a practical guide for measuring 

customer satisfaction.”19

The South Australian government’s most recent strategic plan included the following target in 

relation to customer and client satisfaction with government services: “Increase the satisfaction 

of South Australians with government services by 10% by 2014, maintaining or exceeding that 

 

14 Id., ch. 6, “How is the Sector’s Culture Changing?,” http://www.psc.nsw.gov.au/reports---data/state-of-thesector/state-of-the-sector-2016/chapter-6 (last visited Oct. 12, 2017), archived at https://perma.cc/WY9W-B3AZ. 

15 Id.

16 CUSTOMER SERVICE COMMISSIONER, NSW WHOLE OF GOVERNMENT CUSTOMER SATISFACTION MEASUREMENT 

SURVEY: 2016 KEY FINDINGS, https://www.comprac.nsw.gov.au/ArticleDocuments/1045/2016-CustomerSatisfaction-Measurement-Survey-Findings.pdf.aspx, archived at https://perma.cc/HS7L-YDS5. 

17 Id. at 2. 

18 GOVERNMENT OF SOUTH AUSTRALIA, CUSTOMER SERVICE GOOD PRACTICE GUIDE (2007), https://publicsector. 

sa.gov.au/wp-content/uploads/20070101-Good-practice-guide-Customer-service.pdf, archived at

https://perma.cc/D6CM-9SR6. 

19 Id., App. A, at 8. 
Government Services Feedback Practices: Australia 

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level of satisfaction thereafter.”20 The plan notes that between 2008 and 2012 (excluding 2011, 

when the survey was not conducted), “the SASP [South Australia’s Strategic Plan] Household 

survey provided the data for this target’s key measure. A new whole of government satisfaction 

measure will be established for 2016–17 with an agreed common methodology expected to be 

rolled out to all agencies in May/June 2016.”21 Copies of the 2012 survey questionnaire and 

responses are available online,22 as are summaries and reports regarding the survey for each year 

it was conducted.23 

According to a 2013 report on strategies and achievements with respect to the strategic plan goal, 

the South Australian government had at that point “purchased a licence to use the Canadian 

Common Measurement Tool (CMT) to measure customer satisfaction. The tool is made up of 

eight core questions that measure the key drivers of customer satisfaction. There is also a set of 

additional questions that can be used to further understand the drivers of satisfaction.”24

In addition to the strategic plan, the South Australian government’s “Modern Public Service” 

policy,25 which is supported by a “Charter of Public Service Guarantee” and the state 

ombudsman’s “Complaints Management Framework,” “identifies the need for agencies to assess 

customer satisfaction in order to identify opportunities where they can improve their service to 

the community.”26 In 2016, Service SA (the South Australian government’s “central point of 

contact for citizens and businesses looking to access government related information and 

services”) partnered with the New South Wales Office of the Customer Service Commissioner 

“to implement its first Customer Satisfaction Measurement Survey in South Australia.”27 This 

survey “captures a holistic view” of the government’s customer service, and “includes baseline 

scores for whole-of-government customer satisfaction. South Australia was benchmarked against 

New South Wales, Victoria, Queensland, Canada and the United Kingdom, through 

representative population samples.”28

 

20 SOUTH AUSTRALIAN GOVERNMENT, SA STRATEGIC PLAN, Target: 32, http://saplan.org.au/targets/32-customerand-client-satisfaction-with-government-services (last visited Oct. 12, 2017), archived at https://perma.cc/SWN6-

V9RQ. 

21 Id.

22 SA Strategic Plan Household Survey, DATA SA, https://data.sa.gov.au/data/dataset/79a561df-2d3f-4765-aab5-

f5661bc703ec (last visited Oct. 12, 2017), archived at https://perma.cc/Q83S-7CTP. 

23 GOVERNMENT OF SOUTH AUSTRALIA, SA STRATEGIC PLAN, “Our Progress,” http://saplan.org.au/our-progress (last 

visited Oct. 12, 2017), archived at https://perma.cc/ZTS8-QYVY. 

24 GOVERNMENT OF SOUTH AUSTRALIA, SA STRATEGIC PLAN, Target 32, “Key Strategies and Achievements” (Nov. 

2013), http://saplan.org.au/media/W1siZiIsIjIwMTQvMDcvMDEvMDZfNDRfNDJfODQzX1RhcmdldF 

8zMi5wZGYiXV0/Target%2032.pdf, archived at https://perma.cc/2B38-GKP4. 

25 GOVERNMENT OF SOUTH AUSTRALIA, BUILDING A STRONGER SOUTH AUSTRALIA, NO. 14: A MODERN PUBLIC 

SERVICE (2013), https://www.premier.sa.gov.au/images/policies/building_a_stronger_sa-a_modern_public_ 

service.pdf, archived at https://perma.cc/P82P-6WAZ. 

26 Government Services and Information, DEPARTMENT OF THE PREMIER AND CABINET, http://www.dpc.sa. 

gov.au/what-we-do/services-for-business-and-the-community/government-services-and-information (last visited 

Oct. 12, 2017), archived at https://perma.cc/55FZ-95CR. 

27 Id.

28 Id. 
Government Services Feedback Practices: Australia 

The Law Library of Congress 9

The Department of the Premier and Cabinet states that 

[a]gencies across government are working together to share best-practice on customer 

experience, including use of the Common Measurement Tool to develop a consistent 

approach to complaint handling and agency-level customer satisfaction measurement. 

A new online portal will go live on www.sa.gov.au early in 2017, giving customers 

access to a whole-of-government complaints and feedback channel, which will direct 

comments to the responsible agency to follow-up. 

Service SA has also developed and published a suite of tools around customer 

intelligence to help agencies adopt best practice in customer service. 

We are listening to our customers, and to support improved monitoring and performance 

the Customer Satisfaction Measurement Survey will be conducted every year. 

Feedback on 23 different types of government services will be collected and shared 

across government – including in the areas of education and training, justice, health, 

family and community services, business and trade services, consumer information, 

transport, utilities, arts and leisure, and planning and environment.29

 

29 Customer Satisfaction Measurement Survey, DEPARTMENT OF THE PREMIER AND CABINET, http://dpc.sa.gov.au/ 

what-we-do/services-for-business-and-the-community/government-services-and-information/customer-satisfactionmeasurement-survey (last visited Oct. 12, 2017), archived at https://perma.cc/UN4Q-P6NT. 
The Law Library of Congress 10

Botswana 

Hanibal Goitom 

Foreign Law Specialist

In 1999, Botswana introduced what is known as the Performance Management System (PMS), 

one of whose objectives was the inculcation of a culture of performance and accountability 

within government agencies, with the aim of improving the efficiency of the delivery of public 

services.1

 While the PMS was said to have brought about some improvements, it largely proved 

ineffective as indicated by a 2005 customer service satisfaction survey, which found that the 

customer satisfaction level was only at 25%.2

 Therefore, Botswana sought to make further 

improvements through an initiative launched in 2006, the Business Process Reengineering.3

 As 

part of this program, the Directorate of Public Service Management (DPSM) developed service 

standards for government agencies.4

 

Developed as part of this program are what are known as monitoring standards. The standards 

are “benchmarked and monitored in three categories: reliability, quality of delivery and customer 

service.”5

 The monitoring of services is done through a mix of internal and external audits and 

periodic customer service satisfaction surveys.6 The system for collecting customer service 

satisfaction feedback appears to mandate two different ways of engaging the public: through 

customer satisfaction surveys undertaken every two years, and through a system for the 

collection of immediate feedback from citizens that every government agency is mandated to 

develop and operate. 7 A source consulted for this report indicated that, following the 

development and implementation of the standards, customer satisfaction surveys showed 

dramatic improvements in public satisfaction with the services provided by public institutions—

for instance, in a 2012 public service customer satisfaction survey, “83% of the public expressed 

satisfaction with service delivery by civil servants.”8

 

1

 BOTSWANA PUBLIC SERVICE , CUSTOMER SERVICE STANDARDS 5 (undated), available on the United Nations Public 

Administration Network (UNPAN) website, at http://unpan1.un.org/intradoc/groups/public/documents/cpsi/unpan 

031203.pdf (last visited Oct. 19, 2017), archived at https://perma.cc/8GLS-E49K. 

2 Id. at 5–6. 

3 Id. 

4 Id. 

5 Monitoring of Standards, THE DIRECTORATE OF PUBLIC SERVICE MANAGEMENT (DSPM), http://www.gov.bw/en/ 

Ministries--Authorities/Ministries/State-President/The-Directorate-of-Public-Service-Management-DPSM1/PublicService-Standards/Monitoring-of-Standards/ (last visited Oct. 19, 2017), archived at https://perma.cc/7JZ2-B7EN. 

6 Id. 

7 Id. 

8

 E.K. Botlhale, Monitoring and Evaluating Government Performance in Botswana, 3(1) AFR. PUB. SERVICE 

DELIVERY & PERFORMANCE REV. 5, 13 (2015), https://www.apsdpr.org/index.php/apsdpr/article/download/73/72, 

archived at https://perma.cc/Z8P8-MFTV. 
The Law Library of Congress 11

Brazil 

Eduardo Soares 

Senior Foreign Law Specialist

SUMMARY The Brazilian Constitution determines that federal law must regulate customer relations 

with government agencies. A recently enacted law provides rules for the exercise, 

protection, and defense of the rights of users of public services provided directly or 

indirectly by the public administration. The rules apply to the Union, states, Federal 

District, and municipalities. 

I. Constitutional Principle 

The right to information is guaranteed by article 5(XXXIII) of the Constitution, which 

determines that all persons have the right to receive information that is in their private interest, or 

in the collective or general interest, from public agencies. Such information must be furnished 

within the period established by law, under penalty of liability, except for information whose 

secrecy is essential to the security of society and the state.1 

The Constitution further determines that the law must regulate the forms of user participation in 

the direct and indirect public administration, specifically regulating complaints concerning the 

provision of public services in general, assuring maintenance of services for participating users, 

and providing for periodic external and internal evaluations of the quality of services,2 as well as 

user access to administrative registries and information about governmental acts, in keeping with 

the provisions of article 5(X) and 5(XXXIII) of the Constitution.3

In addition, it is the responsibility of the public administration, as provided by law, to maintain 

governmental documents and take measures to make them available for consultation.4

II. Law No. 13,460 of June 26, 2017 

A. General Overview 

On June 26, 2017, Brazil enacted Law No. 13,460, which establishes basic rules for the exercise, 

protection, and defense of the rights of users of public services provided directly or indirectly by 

 

1

 CONSTITUIÇÃO FEDERAL art. 5(XXXIII), http://www.planalto.gov.br/ccivil_03/Constituicao/Constituicao.htm, 

archived at https://perma.cc/FH8R-Z4Y6. 

2 Id. art. 37(§ 3)(I). 

3 Id. art. 37(§ 3)(II). Article 5(X) determines that personal intimacy, private life, honor, and reputation are 

inviolable, guaranteeing the right to compensation for pecuniary or moral damages resulting from the 

violation thereof. 

4 Id. art. 216(§ 2). 
Government Services Feedback Practices: Brazil 

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the public administration.5

 Law No. 13,460 applies to the direct and indirect public 

administration of the Union, states, Federal District, and municipalities, under the terms of article 

37(§ 3)(I) of the Constitution.6

 Article 2 of the Law defines “user” (natural person or company 

(pessoa jurídica) that benefits or uses public services), “public service,” “public administration,” 

“public agent,” and “user opinions.” Users’ access to information is governed by the terms of 

Law No. 12,527 of November 18, 2011.7

B. Interaction with the Public 

1. Publication of Services Rendered 

Each branch and agency of the government must publish annually a report on the public services 

rendered, which must specify the bodies or entities responsible for their accomplishment and the 

administrative authority to which they are subordinated or bound.8

Users of public services have the right to participate in monitoring the provision and evaluation 

of such services,9

 and access to the public agent or body responsible for receiving user 

opinions (manifestações).10

2. User Services Letters 

The organs and entities encompassed by Law No. 13,460 must provide a User Services Letter 

(Carta de Serviços ao Usuário)

11 informing users about the services provided by the agency or 

entity, the forms of access to these services, and the agency/entity’s commitments and standards 

 

5

 Lei No. 13.460, de 26 de Junho de 2017, art. 1, http://www.planalto.gov.br/ccivil_03/_ato2015-2018/2017/ 

lei/L13460.htm, archived at https://perma.cc/7DAH-LPW4. Lei No. 13,460 will enter into force, as of its 

publication, in (I) 360 days for the Union, the states, the Federal District, and the municipalities with more than 

500,000 inhabitants;(II) 540 days for municipalities with between 100,000 and 500,000 inhabitants; and (III) 720 

days for municipalities with less than 100,000 inhabitants. Id. art. 25. 

6 Id. art. 1(§ 1). 

7 Id. art. 2. Law No. 12,527 of November 18, 2011, provides for the procedures to be followed by the Union, states, 

Federal District, and municipalities, in order to ensure access to information under articles 5(XXXIII), 37(§ 3)(II), 

and 216(§ 2) of the Constitution. Lei No. 12.527, de 18 de Novembro de 2011, art. 1, http://www.planalto.gov.br/ 

ccivil_03/_ato2011-2014/2011/lei/ l12527.htm, archived at https://perma.cc/3T4J-GZXF. Law No. 12,527 is 

regulated by Decree No. 7,724 of May 16, 2012, which, under the federal executive branch, regulates the procedures 

for ensuring access to information and for the classification of information under access restrictions, observing the 

degree and terms of confidentiality, according to the provisions of Law 12,527. Decreto No. 7.724, de 16 de Maio 

de 2012, art. 1, http://www.planalto.gov.br/ccivil_03/_ato2011-2014/ 2012/Decreto/D7724.htm#art76, archived at 

https://perma.cc/6J9L-SE55. 

8

 Lei No. 13.460, de 26 de Junho de 2017, art. 3. 

9 Id. art. 6(I). 

10 Id. art. 6(VI)(c). Article 2(V) of Law No. 13,460 defines “user opinions” as complaints, suggestions, 

compliments, and other statements of users whose purpose is the provision of public services and the conduct of 

public agents in the provision and supervision of such services. 

11 Id. art. 7. 
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of quality for service to the public.12 The letter must provide clear and precise information 

regarding each of the available services,13 and detail the commitments and standards of service 

related to receiving and responding to users’ opinions, among other things.14 The letter must be 

updated regularly and permanently disclosed by way of publication on the website of the organ 

or entity.15 The specific regulations of each branch and agency of the government must provide 

for implementation of the letter’s commitments.16

3. Opinions of Users of Public Services 

In order to guarantee their rights, users may present opinions before the public administration 

about the rendering of public services.17 Such opinions must be addressed to the ombudsman’s 

office (Ouvidoria) of the responsible organ or entity and must identify the person.18 The 

identification of the person may not contain any requirement that prevents his or her opinion.19 

Any requirements relating to the reasons for the presentation of opinions before the 

ombudsman’s office are forbidden.20 In the absence of an ombudsman’s office, the user may 

submit statements directly to the agency or entity responsible for executing the service and to the 

body or entity to which the agency/entity is subordinated.21 The opinion may be submitted by 

electronic means, conventional correspondence, or verbally, in which case it should be put in 

writing.22 Under no circumstance, may the receipt of opinions formulated under the terms of 

Law No. 13,460 be refused, under penalty of liability of the public agent.23

4. The Ombudsman’s Offices

Ombudsman’s offices have the following primary duties, without prejudice to others established 

in a specific regulation: 

I - to promote user participation in the public administration, in cooperation with other 

user protection entities; 

II - to monitor the rendering of services, in order to ensure their effectiveness; 

 

12 Id. art. 7(§ 1). 

13 Id. art. 7(§ 2). Article 7(§ 2) provides a list with the minimum information that must be presented to the user in 

the services letter. 

14 Id. art. 7(§ 3)(IV). 

15 Id. art. 7(§ 4). 

16 Id. art. 7(§ 5). 

17 Id. art. 9. 

18 Id. art. 10. 

19 Id. art. 10(§ 1). 

20 Id. art. 10(§ 2). 

21 Id. art. 10(§ 3). 

22 Id. art. 10(§ 4). 

23 Id. art. 11. 
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III - propose improvements in the rendering of services; 

IV - to assist in the prevention and correction of acts and procedures incompatible with 

the principles established in Law No. 13,460; 

V - to propose the adoption of measures for the defense of user rights, in compliance with 

the provisions of Law No. 13,460; 

VI - to receive, analyze and forward to the competent authorities the opinions, along with 

the handling and effective conclusion of those opinions; and 

VII - to promote the adoption of mediation and conciliation between the user and the 

public body or entity, without prejudice to other competent bodies.24

According to article 14 of Law No. 13,460, to achieve its objectives, ombudsman’s offices must: 

I - receive, analyze and respond, through proactive and reactive mechanisms, to the 

opinions sent by users of public services; and 

II - prepare annually a management report, which must consolidate the information 

mentioned in item I, and, based on [that information], indicate failures and suggest 

improvements in the rendering of public services.25

At a minimum, the management report required by article 14 must indicate the following: 

I - the number of opinions received in the previous year; 

II - the reasons for the opinions; 

III - the analysis of recurrent points; and 

IV - the measures adopted by the public administration in the solutions presented.26

The management report must be referred to the highest authority of the organ to which the 

reporting ombudsman’s office belongs and be made available on the internet.27

The ombudsman’s office must forward the final administrative decision to the user within thirty 

days of receiving the user’s opinion, which may be extended once, if justified, for an equal 

period of time.28 Once the time deadline has been met, the ombudsman’s office may request 

information and clarification directly from public agents of the organ or entity to which it is 

linked, and such requests must be answered within twenty days, which may be extended only 

once for an equal period of time.29

 

24 Id. art. 13 (all translations by author). 

25 Id. art. 14. 

26 Id. art. 15. 

27 Id. art. 15(Sole para.). 

28 Id. art. 16. 

29 Id. art. 16(Sole para.). 
Government Services Feedback Practices: Brazil 

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Specific normative acts of each branch and agency of the government must provide for the 

organization and operation of its ombudsman’s office.30

5. User’s Council 

Without prejudice to other forms provided for by legislation, the participation of users in the 

monitoring of the provision and evaluation of public services must be done through user 

councils.31 User councils are advisory bodies with the following responsibilities: 

I - to monitor the rendering of services; 

II - to participate in the evaluation of services; 

III - to propose improvements in the rendering of services; 

IV - to contribute in the definition of guidelines for the appropriate service to the user; and 

V - to monitor and evaluate the performance of the ombudsman.32

Specific regulations of each branch and agency of the government must provide for the 

organization and operation of user’s councils.33

C. Evaluation of Public Services 

The public bodies and entities covered by Law No. 13,460 must evaluate the following aspects 

of services rendered: 

I - user satisfaction with the service rendered; 

II - quality of care provided to the user; 

III - fulfillment of the commitments and deadlines defined for the rendering of services; 

IV - number of user opinions; and 

V - measures adopted by the public administration for the improvement and development 

of the rendering of services.34

The evaluation must be carried out by satisfaction surveys done at least every year, or by any 

other means that guarantees statistical significance to the results.35

 

30 Id. art. 17. 

31 Id. art. 18. 

32 Id. art. 18(Sole para.). 

33 Id. art. 22. 

34 Id. art. 23. 

35 Id. art. 23(§ 1). 
Government Services Feedback Practices: Brazil 

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The results of the evaluation must be published in full on the website of the agency or entity, 

along with the agency/entity’s ranking compared to entities with the highest incidence of user 

complaints in the previous year. The evaluation serves as a method of reorienting and adjusting 

the services provided, in particular regarding the fulfillment of the commitments and quality 

standards of service disclosed in the User Services Letter.36

Specific regulations of each branch and agency of the government must provide for the 

evaluation of the effectiveness and levels of satisfaction of users.37

 

36 Id. art. 23(§ 2). 

37 Id. art. 24. 
The Law Library of Congress 17

Canada 

Tariq Ahmad 

Foreign Law Specialist

SUMMARY Canada does not have legislation that requires the collection of client-satisfaction feedback 

concerning services provided by government agencies and departments. However, most 

departments appear to have service standards that include rules for feedback mechanisms, 

including submitting complaints, comments, or compliments, and time frame in which the 

department is required to respond. The Treasury Board of Canada Secretariat has 

developed Guidelines on Service Standards that outline common concepts and best 

practices for successfully developing and managing standards for providing services to 

citizens and business.

I. Background 

In Canada there does not appear to be legislation that requires the collection of client-satisfaction 

feedback regarding services provided by government agencies or departments. Such information 

is typically collected under the authority of the legislation that regulates that department, or for 

many institutions,1

 under the authority of the Financial Administration Act (FAA),2 and in 

accordance with the Policy on Communications and Federal Identity,3 which gives “context and 

rules for how the Government of Canada (GC) enables communication with the public about 

policies, programs, services and initiative.”4 All personal information “created, held or collected 

by the Government of Canada” is protected under the federal Privacy Act.

5

 

1 Standard Personal Information Banks, TREASURY BOARD OF CANADA SECRETARIAT, https://www.canada.ca/en/ 

treasury-board-secretariat/services/access-information-privacy/access-information/information-about-programsinformation-holdings/standard-personal-information-banks.html#psu914 (last updated Dec. 16, 2016), archived at

https://perma.cc/R4A3-AD97. 

2

 Financial Administration Act, R.S.C., 1985, c. F-11, http://laws-lois.justice.gc.ca/eng/acts/f-11/FullText.html, 

archived at https://perma.cc/D5UY-EV6B. 

3

 Treasury Board of Canada Secretariat, Policy on Communications and Federal Identity (May 11, 2016), 

https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=30683§ion=html, archived at https://perma.cc/VU5Z-Z9PX. 

According to the Policy it is issued under the authority of section 7 of the Financial Administration Act (FAA) and 

“applies to all institutions of the Government of Canada identified in Schedules I, I.1 and II of the Act, unless 

excluded by specific acts, regulations, or Orders in Council. All other public institutions subject to the FAA, 

particularly Crown corporations identified in Schedule III (Parts 1 and 2), are encouraged to become familiar with 

this policy and to apply its principles to their own communications management.” Id. 

4 Id. 

5

 Privacy Act, R.S.C., 1985, c. P-21, http://laws-lois.justice.gc.ca/eng/acts/P-21/FullText.html, archived at

https://perma.cc/WB25-UED5. 
Government Services Feedback Practices: Canada 

The Law Library of Congress 18

II. Customer Service Standards 

Most departments appear to have service standards that include rules for feedback mechanisms, 

including submitting complaints, comments, or compliments, and the time frame in which the 

department is required to respond. This typically appears to be done through an online feedback 

forms. The Canada Border Services Agency, for example, includes the following in its 

Service Standards: 

Feedback Mechanism (complaints, comments or compliments) 

Service Standard 1: Feedback Mechanism - Initial Contact 

Service Description: Clients are able to submit complaints, comments or compliments. 

Initial contact with the client is made, by phone, in response to a complaint. The main 

purpose is to resolve the complaint at this stage. For more information, please see 

our Compliments, Comments and Complaints page[6]. 

Service Standard: The CBSA will aim to contact the client within 14 calendar days after 

a written complaint is received. 

Performance Target: 85% 

Performance Result: The CBSA will report performance results in May 2018 for fiscal 

year 2017–2018. 

Service Standard 2: Feedback Mechanism - Final Response 

Service Description: Clients are able to submit complaints, comments or compliments. 

In the case of a complaint, the CBSA provides a final written response. 

Service Standard: The CBSA will aim to respond to the client within 40 calendar days 

after a written complaint is received. 

Performance Target: 85% 

Performance Result: The CBSA will report performance results in May 2018 for fiscal 

year 2017–2018.7

The Treasury Board of Canada Secretariat has developed Guidelines on Service Standards,8

which “outlines common concepts and best practices for successfully developing and managing 

service standards for both internal and external services to citizens and business.”9

 When 

developing service standards the Guidelines stipulate it is important to consult the client in order 

 

6 Contact Us: Compliments, Comments and Complaints, CANADA BORDER SERVICES AGENCY, http://www.cbsaasfc.gc.ca/contact/com-eng.html (last modified Aug. 1, 2016), archived at https://perma.cc/8G38-6RWN. 

7

 Canada Border Services Agency, CBSA Service Standards Fiscal Year 2017–2018, http://www.cbsaasfc.gc.ca/services/serving-servir/standards-normes-2017-2018-eng.html (last modified Apr. 1, 2017), archived at

https://perma.cc/83UR-EVLN. 

8

 Treasury Board of Canada Secretariat, Guideline on Service Standards, https://www.tbs-sct.gc.ca/pol/doceng.aspx?id=25750§ion=html (last modified Apr. 7, 2017), archived at https://perma.cc/GB5G-S9KT. 

9 Id. 
Government Services Feedback Practices: Canada 

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to get input that “can shed light on aspects of the service that are viewed as most important, such 

as current client satisfaction levels, changes in client needs and expectations, and the roles and 

responsibilities of each party.”10 Consultation can be in the form of “focus groups, telephone or 

online surveys, feedback forms, and one-on-one meetings.”11 The Guidelines also provide the 

following advice as to what to include in an effective feedback mechanism: 

Establish Feedback and Redress Mechanisms 

Establishing a process to collect constructive information and resolve issues raised by 

various stakeholders is fundamental. Elements to consider include: 

 Establishing internal processes to handle comments, concerns or complaints, including 

possibly a point-of-service resolution mechanism. 

 Developing a tracking system that monitors client feedback and complaints. This 

could be an essential component of your service standard monitoring strategy. The 

information contained within the system can be a valuable resource to determine client 

satisfaction. One example is a record that includes the nature, source and description 

of each complaint. 

 Ensuring the redress mechanism is publicly available and easy to locate. 

 After reviewing comments, concerns and complaints, inform clients of any 

changes made.12

Many departments and agencies also conduct customer satisfaction surveys using a Common 

Measurement Tool (CMT) that has been “adopted by more than 30 municipal, provincial, 

territorial, and federal governments across Canada and around the world.”13 The CMT is “a 

comprehensive survey instrument used by the Government of Canada to measure client 

satisfaction” using a “range of core measures.”14 Public opinion research done online, through 

telephone surveys, and qualitative research is subject to specific standards15 and 

mandatory procedures.16 

 

10 Id.

11 Id.

12 Id. § 6, “Phase II: Plan and Develop Service Standards,” Step 3. 

13 About the CMT, INSTITUTE FOR CITIZEN-CENTERED SERVICE (ICCS), https://iccs-isac.org/resourcestools/common-measurements-tool/about-the-cmt (last visited Oct. 18, 2017), archived at https://perma.cc/BC8BFBER. 

14 2014–2015 CLIENT SATISFACTION SURVEY REPORT, CANADIAN TRANSPORTATION AGENCY, https://otccta.gc.ca/eng/publication/2014-2015-client-satisfaction-survey-report (last modified Oct. 8, 2015), archived at

https://perma.cc/P98V-VC3P. 

15 Standards for Conducting Public Opinion Research, PUBLIC SERVICES AND PROCUREMENT CANADA, 

http://www.tpsgc-pwgsc.gc.ca/rop-por/pratiques-practices-eng.html (last modified Sept. 1, 2017), archived at

https://perma.cc/7CK9-4H2L. 

16 Public Services and Procurement Canada, Directive on the Management of Communications, App. C: Mandatory 

Procedures for Public Opinion Research (effective May 11, 2016), http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id= 

30682§ion=procedure&p=C, archived at https://perma.cc/T57L-LZ2S. 
The Law Library of Congress 20

European Union 

Jenny Gesley 

Foreign Law Specialist

Article 41 of the Charter of Fundamental Rights of the European Union (EU Charter) codifies 

the right to good administration.1 It encompasses, inter alia, the right of every person to have his 

or her affairs handled impartially, fairly, and within a reasonable time by the institutions, bodies, 

offices, and agencies of the Union. In cases of maladministration, citizens of the EU may file a 

complaint with the European Ombudsman.2 The Ombudsman may also initiate inquiries on his 

or her own. 

To implement the right to good administration guaranteed by article 41 of the EU Charter, the 

Ombudsman has published the European Code of Good Administrative Behavior.3 The Code is 

not a legally binding document, but it has been approved in a resolution by the European 

Parliament.4

 In the resolution, the EU Parliament also called on the European Commission to 

submit a proposal for a binding regulation, but nothing has been proposed as of yet. The Code 

guides the behavior of EU institutions when they deal with the public and informs EU citizens of 

their rights. Among other things, it sets out five public-service principles, namely commitment 

to the EU and its citizens, integrity, objectivity, respect for others, and transparency.5 The 

Ombudsman refers to these principles when he or she investigates cases of 

possible maladministration.6

 

Beyond that, EU institutions are not required to systematically and actively measure customer 

satisfaction with their services. Most of the agencies that actively measure it have the business 

community as their main client.7 An example is the European Union Intellectual Property Office 

 

1

 Charter of Fundamental Rights of the European Union (EU Charter), art. 41, 2012 O.J. (C 326) 391, http://eurlex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:12012P/TXT&from=EN, archived at 

http://perma.cc/LGF6-QDQF. 

2

 EU Charter art. 43; Consolidated Version of the Treaty on the Functioning of the European Union (TFEU), 

art. 228, 2012 O.J. (C 326) 47, http://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:12012E/ 

TXT&from=EN, archived at http://perma.cc/QL7H-RHS5. 

3

 EUROPEAN OMBUDSMAN, THE EUROPEAN CODE OF GOOD ADMINISTRATIVE BEHAVIOR, 2015, 

https://www.ombudsman.europa.eu/showResource?resourceId=1456414129796_code_2015_EN.pdf&type=pdf&do

wnload=true&lang=en, archived at http://perma.cc/3FTW-86DW. 

4

 European Parliament Resolution on the European Ombudsman’s Special Report to the European Parliament 

Following the Own-Initiative Inquiry into the Existence and the Public Accessibility, in the Different Community 

Institutions and Bodies, of a Code of Good Administrative Behaviour, 2002 O.J. (C 72E) 331, http://eurlex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:52001IP0245&qid=1507217723648&from=EN, archived 

at http://perma.cc/QL8D-DRWZ. 

5

 EUROPEAN OMBUDSMAN, supra note 3, at 8–10. 

6 Id. at 11. 

7

 EUROPEAN COMMISSION, EVALUATION OF THE EU DECENTRALISED AGENCIES IN 2009. FINAL REPORT VOLUME II:

CONCLUSIONS AT SYSTEM LEVEL 84 (Dec. 2009), http://www.europarl.europa.eu/meetdocs/2009_2014/documents/ 
Government Services Feedback Practices: European Union 

The Law Library of Congress 21

(EUIPO), which has been measuring levels of satisfaction with its services since 2005. The 

surveys are conducted yearly by independent firms and the results are published on the EUIPO 

website.8

 The surveys ask customers about their overall satisfaction, image perception, whether 

users would recommend the services, whether they have noticed a change in EUIPO’s services, 

how EUIPO communicates with users, user awareness and consultation of EUIPO’s guidelines 

and decisions, user satisfaction with each of the procedures and related aspects, interaction with 

users, satisfaction with staff, user services, the Key User Management Programme and 

complaints, satisfaction with website tools and different aspects of the website, reasons why 

users use electronic filing instead of traditional paper-based filing, and their awareness and 

perception of various tools provided by EUIPO.9

 libe/dv/evaluation_eu_agencies_vol_ii_/evaluation_eu_agencies_vol_ii_en.pdf, archived at http://perma.cc/5SQNB6JM. 

8 Quality: Listening to Our Users, EUIPO, https://euipo.europa.eu/ohimportal/en/quality (last updated June 27, 

2016), archived at http://perma.cc/V4B7-YNMV. 

9

 EUIPO/DELOITTE, 2015 USER SATISFACTION SURVEY: FINAL REPORT ON OHIM’S USER SATISFACTION SURVEY 

(USS) CONDUCTED IN AUTUMN 2015, at 6 (Dec. 2015), https://euipo.europa.eu/tunnel-web/secure/webdav/ 

guest/document_library/contentPdfs/about_euipo/quality/2015_uss_report_en.pdf, archived at 

http://perma.cc/VBM4-E476. 
The Law Library of Congress 22 

France 

Nicolas Boring 

Foreign Law Specialist

SUMMARY The collection of consumer satisfaction feedback by government agencies is encouraged as 

part of broader efforts to improve the quality of government services in France. The 

General Secretariat for the Modernization of Public Action, which works under the 

authority of the Prime Minister, encourages agencies to conduct consumer satisfaction 

surveys and provides survey kits and step-by-step instructions on how to conduct them. 

Additionally, the government often works with a private research institute to gauge the 

satisfaction of French citizens with their government services. While the General 

Secretariat for the Modernization of Public Action was created by a decree, there is no 

legislation or regulation mandating agencies to conduct satisfaction surveys, and individual 

agencies appear to have broad discretion over whether and in what manner to do so. 

I. Policy that Encourages Government Agencies to Conduct Satisfaction Surveys 

For several decades, France has sought to improve the quality of government services and 

interactions between citizens and government agencies.1 As part of this effort, French 

government agencies collect customer satisfaction feedback through surveys. 

The General Secretariat for the Modernization of Public Action, which works under the authority 

of the Prime Minister, issued an Interministerial Action Plan for Service Relations in May 2016.2

 

Among several other measures on how to improve government services, this Plan encourages 

government ministries to conduct customer satisfaction surveys.3 The previous year, in 2015, the 

General Secretariat for the Modernization of Public Action developed a customer satisfaction 

survey kit, which it put at the disposal of government agencies.4

 This survey kit includes a step-

 

1 L’administration au service de ses usagers [Administration in the Service of its Customers], VIE-PUBLIQUE.FR

(French government website) (July 23, 2013), http://www.vie-publique.fr/chronologie/chronos-thematiques/ 

administration-au-service-ses-usagers.html, archived at https://perma.cc/MS2V-JWYB. 

2

 SECRÉTARIAT GÉNÉRAL POUR LA MODERNISATION DE L’ACTION PUBLIQUE [GENERAL SECRETARIAT FOR THE 

MODERNIZATION OF PUBLIC ACTION], POUR DES SERVICES PUBLICS ATTENTIONNÉS À L’ÈRE DU NUMÉRIQUE: PLAN 

D’ACTION INTERMINISTÉRIEL DE LA RELATION DE SERVICES 2016-2017 [FOR ATTENTIVE PUBLIC SERVICES IN THE 

INFORMATION AGE: 2016–2017 INTERMINISTERIAL ACTION PLAN FOR SERVICE RELATIONS] (May 2016), 

http://www.modernisation.gouv.fr/ sites/default/files/fichiers-attaches/plan-action-interministeriel_relation-deservice_2016-2017.pdf, archived at https://perma.cc/4RH2-E9HY. 

3 Id. at 8, 22, 27. 

4 La qualité des services publics s’améliore: Satisfaction des usagers: un kit d’étude clés en main pour les 

administrations [The Quality of Government Services is Improving: A Turnkey Survey Kit for Government 

Agencies], SECRETARIAT GENERAL POUR LA MODERNISATION DE L’ACTION PUBLIQUE (Sept. 21, 2016), 

http://www.modernisation.gouv.fr/la-qualite-des-services-publics-sameliore/par-la-consultation-et-lecoute/kitsatisfaction-des-usagers, archived at https://perma.cc/F8HS-PN65. 
Government Services Feedback Practices: France

The Law Library of Congress 23 

by-step instruction guide on how to conduct a customer satisfaction survey,5 as well as two 

customizable questionnaires: a short questionnaire meant for immediately after the customer’s 

interaction with the government service, and a long questionnaire meant to be filled out later.6

 

This kit is principally aimed at conducting external surveys, but can also be adapted to 

conducting internal surveys of government employees or partners.7 

Additionally, the government has often worked with a private research institute, the Institut Paul 

Delouvrier, which has conducted yearly national surveys of public services customers since 

2004.8

 These surveys were conducted in collaboration with large French market research firms, 

either BVA or TNS-Sofres, depending on the year. The General Secretariat for Modernization of 

Public Action and its predecessor agency, the General Directorate for the Modernization of the 

State, signed partnership agreements with the Institut Paul Delouvrier in 2009, 2014, and 2016 to 

conduct and analyze specific opinion surveys.9

 The results and analysis of these surveys are 

publicly accessible through the website of the Institut Paul Delouvrier.10

It is unclear when the practice of conducting consumer satisfaction surveys by or on behalf of 

government agencies started. It is possible that, aside from the surveys conducted by the Institut 

Paul Delouvrier on behalf of the government in 2009 and 2014, individual ministries or agencies 

conducted consumer satisfaction surveys before 2015. This, however, does not appear to have 

been a common practice, if it took place at all. A 2010 government report about improving the 

relations between government agencies and their customers discussed the idea of having user 

surveys after interactions with administrative services.11 The authors of the report drew 

inspiration from practices of the private sector as well as from an evaluation system developed 

by the Italian government, but does not mention any example from French 

government agencies.12

 

5

 SECRETARIAT GENERAL POUR LA MODERNISATION DE L’ACTION PUBLIQUE, UNE APPROCHE RENOUVELEE DES 

ETUDES DE SATISFACTION: GUIDE PRATIQUE POUR REALISER SON ETUDE DE SATISFACTION PAS A PAS [A RENEWED 

APPROACH TO SATISFACTION SURVEYS: A PRACTICAL GUIDE TO CONDUCT A SATISFACTION SURVEY STEP-BY-STEP],

http://www.modernisation.gouv.fr/sites/default/files/guide_partie_ pratique.pdf (last visited Oct. 20, 2017), archived 

at https://perma.cc/79JT-DHWN. 

6 La qualité des services publics s’améliore, supra note 4. 

7 Id. 

8 Le Baromètre [The Surveys], INSTITUT PAUL DELOUVRIER [PAUL DELOUVRIER INSTITUTE], http://www.delouvrier. 

org/?q=travaux/barometre (last visited Oct. 20, 2017), archived at https://perma.cc/H3PB-EEGA. 

9 Id. 

10 Id. 

11 AMÉLIORATION DE LA RELATION NUMÉRIQUE À L’USAGER [IMPROVING THE COMPUTER-BASED RELATIONSHIP WITH 

CUSTOMERS]: RAPPORT ISSU DES TRAVAUX DU GROUPE “EXPERTS NUMÉRIQUES” REMIS À MINISTRE DU BUDGET ÉRIC 

WOERTH ET SECRÉTAIRE D’ÉTAT CHARGÉE DE LA PROSPECTIVE ET DU DÉVELOPPEMENT DE L’ÉCONOMIE NUMÉRIQUE 

NATHALIE KOSCIUSKO-MORIZET [REPORT FROM THE “DIGITIAL EXPERTS” GROUP TO BUDGET MINISTER ERIC 

WOERTH AND STATE SECRETARY IN CHARGE OF THE DEVELOPMENT OF INFORMATION ECONOMY NATHALIE 

KOSCIUSKO-MORIZET] (Feb. 12, 2010), http://www.ladocumentationfrancaise.fr/var/storage/rapports-publics/ 

104000078.pdf, archived at https://perma.cc/RU5U-LQHP. 

12 Id. at 36. 
Government Services Feedback Practices: France

The Law Library of Congress 24 

II. Regulatory Framework 

There is no legislative mandate or framework for customer surveys by government agencies in 

France, but there is some regulatory support for it. The above-mentioned General Secretariat for 

the Modernization of Public Action and the Interministerial Committee for the Modernization of 

Public Action that leads it were both created by decrees of the French Prime Minister in October 

2012.13 These decrees define these bodies’ mission in broad terms, such as “to improve the 

organization and functioning of the State’s public services and establishments.”14 But these 

decrees also specify that “the General Secretariat for Modernization of Public Action shall 

coordinate, encourage and support, at the interministerial level, the work done by government 

agencies towards evaluating and modernizing government action,” and “shall promote actions in 

favor of innovation and that allow agencies to better take into account the expectations of 

customers, agents, and partners of the state, and to improve and evaluate the quality of 

service.”15 The General Secretariat for the Modernization of Public Action was reorganized by a 

2015 decree, but its mission remains substantively the same and the provisions cited above are 

still applicable.16

While customer satisfaction surveys are not explicitly mentioned, the surveys would seem like an 

obvious tool to fulfill the missions of “evaluating” government action and “better tak[ing] into 

account the expectations of customers.” Ultimately, however, there is no legal mandate for 

government agencies to use customer satisfaction surveys, and their use has more to do with 

management policy than any specific legislative or regulatory obligation. Furthermore, it 

appears clear that government agencies that choose to conduct customer surveys have very broad 

discretion on how and when to do so, giving them the flexibility to use them in the manner that is 

best suited to the agency’s specific mission and needs. 

 

13 Décret n° 2012-1199 du 30 octobre 2012 portant création du comité interministériel pour la modernisation de 

l’action publique [Decree No. 2012-1199 of 30 October 2012 Creating the Interministerial Committee for the 

Modernization of Public Action], https://www.legifrance.gouv.fr/affichTexte.do?cidTexte=JORFTEXT0000 

26557721&fastPos=1&fastReqId=599483720&categorieLien=id&oldAction=rechTexte, archived at

https://perma.cc/H4T6-65DU; Décret n° 2012-1198 du 30 octobre 2012 portant création du secrétariat général pour 

la modernisation de l’action publique [Decree No. 2012-1198 of 30 October 2012 Creating a General Secretariat for 

the Modernization of Public Action], https://www.legifrance.gouv.fr/affichTexte.do?cidTexte=JORFTEXT 

000026557680&fastPos=6&fastReqId=1989000718&categorieLien=id&oldAction=rechTexte, archived at

https://perma.cc/PW4A-BAFZ. 

14 Décret n° 2012-1199 du 30 octobre 2012, art. 1 (all translations by author). 

15 Décret n° 2012-1198 du 30 octobre 2012, arts. 2 & 3. 

16 Décret n° 2015-1165 du 21 septembre 2015 relatif au secrétariat général pour la modernisation de l’action 

publique [Decree No. 2015-1165 of 21 September 2015 Regarding the General Secretariat for the Modernization of 

Public Action], https://www.legifrance.gouv.fr/affichTexte.do?cidTexte=JORFTEXT000031194412&categorie 

Lien=id, archived at https://perma.cc/PA99-V5YN. 
The Law Library of Congress 25

Germany 

Jenny Gesley 

Foreign Law Specialist

SUMMARY The German Federal Government has tasked the Federal Statistical Office with conducting 

satisfaction surveys every two years concerning services provided by government agencies 

for certain life and business situations. The first evaluation was performed in 2015. 

Results are made available online with the possibility for the public to comment. 

I. General Overview 

In 2015, the German Federal Government tasked the Federal Statistical Office (Statistisches 

Bundesamt (Destatis)) with conducting regular evaluations of citizens’ and businesses’ 

satisfaction with the services provided by government agencies.1

 Destatis is tasked with 

supporting the Federal Government in its goal of reducing bureaucracy, achieving better 

regulation, and reviewing existing administrative procedures in order to make them simpler and 

faster.2

 The customer satisfaction survey is a general survey and not customized for each 

agency. The first evaluation was conducted in 2015 with results presented at the end of 

2015/beginning of 2016; the second evaluation took place at the beginning of 2017. The 

evaluation will be conducted every two years. The website Amtlich-einfach.de was set up to 

inform the public about the initiative and to publish the questionnaires and results. 

Destatis developed the concept and the questionnaire, and evaluated the results. The actual 

survey was performed by a private company that was selected through a public 

procurement process.3

II. Feedback Collection and Evaluation 

A. Type of Information Collected 

In 2015, as a preliminary step, Destatis surveyed 1,000 citizens in order to determine how the 

actual satisfaction survey would be set up. Based on the results, the twenty-two most important 

 

1 Bürokratieabbau und bessere Rechtsetzung. Initiative Amtlich-Einfach [Bureaucracy Reduction and Better 

Regulation. Initiative Administration Made Easy], DIE BUNDESREGIERUNG [THE FEDERAL GOVERNMENT], 

https://www.bundesregierung.de/Webs/Breg/DE/Themen/Buerokratieabbau/01_Initiative-Amtlich-Einfach/ 

_node.html (last visited Oct. 3, 2017), archived at http://perma.cc/LXR2-2VWJ. 

2

 Gesetz zur Einsetzung eines Nationalen Normenkontrollrates [NKRG] [Act to Establish a National Regulatory 

Control Council], Aug. 14, 2006, BUNDESGESETZBLATT [BGBL.] [FEDERAL LAW GAZETTE] I at 1866, § 8, 

http://www.gesetze-im-internet.de/nkrg/NKRG.pdf, archived at http://perma.cc/SF3Y-6928. 

3 Wissenswertes zur Zufriedenheitsbefragung [Facts Regarding the Satisfaction Survey], STATISTISCHES 

BUNDESAMT [DESTATIS] [FEDERAL STATISTICAL OFFICE], https://www.amtlich-einfach.de/DE/Hintergrund/ 

Zufriedenheitsbefragung/Zufriedenheitsbefragung_node.html (last visited Oct. 3, 2017), archived at

http://perma.cc/84WY-TF3D. 
Government Services Feedback Practices: Germany 

The Law Library of Congress 26

and relevant life situations in which people interact with government agencies were selected 

from a total number of thirty-three life situations—for example, the birth of a child, 

unemployment, and university education. For the satisfaction of businesses, ten events were 

selected—for example, starting a business, taxation and finance, and recruitment. The main 

government agencies that citizens and companies interact with for these events were then 

compiled in collaboration with the people and businesses that had recently experienced the event 

in question.4

The private company that performed the satisfaction survey in 2015 interviewed a total of 

approximately 5,600 citizens and 1,500 businesses regarding their experiences and satisfaction 

with the government agencies. The participants were asked to evaluate sixteen different criteria, 

namely information regarding procedural steps, understandability of application forms, access to 

application forms, possibilities of digital interaction, access to the competent agency, physical 

accessibility, opening and waiting times, information on the follow-up procedure, helpfulness, 

professional expertise, total processing time, confidence in the government agencies, 

nondiscriminatory access, integrity of public officials, and how easy it was to understand any 

legal requirements.5

 Participation was voluntary and participants were randomly selected. The 

results were stored in an anonymized form and names, addresses, and phone numbers 

were deleted.6

B. Results 

The questionnaires were evaluated by Destatis and the results were presented to the Federal 

Government and published on the website.7 The public may submit comments or questions 

regarding the survey on the website.8 

 

4 Id. 

5

 DESTATIS, ZUFRIEDENHEIT DER BÜRGERINNEN UND BÜRGER IN DEUTSCHLAND MIT BEHÖRDLICHEN LEISTUNGEN.

AUSGEWÄHLTE ERGEBNISSE DER ZUFRIEDENHEITSBEFRAGUNG 2015 [SATISFACTION OF CITIZENS IN GERMANY WITH 

GOVERNMENT SERVICES: SELECTED RESULTS FROM THE SATISFACTION SURVEY 2015], at 7 (Aug. 2015), 

https://www.amtlich-einfach.de/SharedDocs/Downloads/Ergebnisse_Buerger.pdf?__blob=publicationFile&v=6, 

archived at http://perma.cc/Z3QV-8LAH; DESTATIS, WAHRNEHMUNG VON BÜROKRATISCHEN BELASTUNGEN DURCH 

UNTERNEHMEN IN AUSGEWÄHLTEN SITUATIONEN IN DEUTSCHLAND. AUSGEWÄHLTE ERGEBNISSE DER 

ZUFRIEDENHEITSBEFRAGUNG 2015 [PERCEPTION OF BUREAUCRATIC BURDENS FOR BUSINESSES IN GERMANY IN 

SELECTED SITUATIONS: SELECTED RESULTS FROM THE SATISFACTION SURVEY 2015], at 7 (Jan. 2016), 

https://www.amtlich-einfach.de/SharedDocs/Downloads/Ergebnisse_Wirtschaft.pdf?__blob=publicationFile&v=6, 

archived at http://perma.cc/TM3Y-TGDK. 

6 Datenschutzhinweise [Privacy Notice], DESTATIS, https://www.amtlich-einfach.de/DE/Hintergrund/ 

Datenschutzhinweise/Datenschutzhinweise_node.html (last visited Oct. 3, 2017), archived at http://perma.cc/QPZ3-

QQKR. 

7 Ergebnisse der Zufriedenheitsbefragungen [Results of the Satisfaction Survey], DESTATIS, https://www.amtlicheinfach.de/DE/Ergebnisse/Ergebnisse_gesamt_node.html (last visited Oct. 3, 2017), archived at

http://perma.cc/NCA7-V7Y2. 

8 Haben Sie Anmerkungen, Anregungen oder Fragen zu den Ergebnissen? [Do You Have Comments, Feedback, or 

Questions Regarding the Results?], DESTATIS, https://www.amtlich-einfach.de/DE/Service/Feedback_Form_ 

Ergebnisse/FeedbackErgebnisseBuerger_node.html (last visited Oct. 6, 2017), archived at http://perma.cc/ZHX8-

9UKQ. 
Government Services Feedback Practices: Germany 

The Law Library of Congress 27

Based on the results, the Federal Government implemented the “Better Regulation Work 

Program 2016,” which aims to determine and initiate noticeable simplifications in administrative 

procedures in specific areas as identified by the satisfaction survey.9

 

9 Arbeitsprogramm Bessere Rechtsetzung 2016 [Better Regulation Work Program 2016], BUNDESREGIERUNG 

[FEDERAL GOVERNMENT], https://www.amtlich-einfach.de/SharedDocs/Downloads/Arbeitsprogramm16.pdf?__ 

blob=p6ublicationFile&v=2, archived at http://perma.cc/H7KC-RU9N. 
The Law Library of Congress 28 

Italy 

Dante Figueroa 

Senior Legal Information Analyst

SUMMARY At least since 1994 Italy has had a legislative and regulatory framework supporting the 

collection of customer satisfaction feedback by government agencies. First, pursuant to an 

administrative directive by Italy’s executive branch in 1994, and later through a law 

enacted in 2000, the Italian legal system recognizes the importance and value of customer 

feedback for constant improvement in the provision of government transparency and 

efficiency. In general, the legal framework includes procedures for obtaining customer 

feedback, and individualizes specific methods for obtaining such feedback. Finally, in 

accordance with existing legislation, multiple government agencies have approved their 

own internal guidelines and manuals allowing for the collection of feedback from citizens, 

and the evaluation of citizen surveys to improve the delivery of services. 

I. Legislative and Regulatory Framework for Customer Satisfaction Surveys 

Several legislative and regulatory enactments have dealt with the matter of customer satisfaction 

feedback from government agencies in Italy at least since 1994. Those measures are presented 

below in chronological order. 

A. Directive of the President of the Council of Ministers of January 27, 1994 

The 1994 Directive of the President and Council of Ministers establishes the fundamental 

guiding principles for the provision of services by government agencies, including the principle 

of equal treatment of all users.1

 This principle prohibits discrimination on any grounds 

whatsoever.2 Other relevant principles include 

 the principle of impartiality, which guides the interpretation of all conditions—both general 

and particular—for the provision of the respective services;3

 

 the principle of continuity, which aims at avoiding interruption of services and inconvenience 

to users;4

 the principle of free selection of services by users;5 and 

 

1

 Direttiva Presidente Consiglio dei Ministri 27 gennaio 1994, “Princìpi sull’Erogazione dei Servizi Pubblici” 

[Directive of the President of the Council of Ministers of January 27, 1994, “Principles on the Provision of Public 

Services”], G.U. No. 43, Feb. 22, 1994, http://www.gazzettaufficiale.it/do/gazzetta/serie_generale/3/pdfPaginato? 

dataPubblicazioneGazzetta=19940222&numeroGazzetta=43&tipoSerie=SG&tipoSupplemento=GU&numeroSupple

mento=0&numPagina=12&edizione=0&elenco30giorni%20, archived at https://perma.cc/L9A4-W3DW. 

2 Id. art. I(1). 

3 Id. art. I(2). 

4 Id. art. I(3). 
Government Services Feedback Practices: Italy

The Law Library of Congress 29 

 the principle of participation, which allows for citizen access to government information 

relevant to decisions in matters of their interest.6

Within the context of the principle of participation, the Directive allows citizens to submit 

documentation, observations, and suggestions for the improvement of government services and 

actions,7 and to be informed of the decisions involving them along with the procedural means for 

challenging such decisions.8 The Directive also requires government agencies to issue criteria on 

the quality and quantity standards to which they must abide during the provision of their 

services.9 Such standards must be preapproved through a public hearing.10 Government 

agencies must also afford citizens a meaningful opportunity to evaluate whether agencies have 

achieved their goals.11 Agencies must summon public meetings in a determined geographical 

zone or area of service.12 The respective government agencies must publish input from the 

public, and also identify specific measures it will take to increase efficiency in the pursuance of 

public goals, taking into consideration citizen opinions and reviews.13

Finally, the Directive creates a Permanent Committee for the Implementation of the Charter of 

Public Services, in order to guarantee compliance with the principles and procedures established 

therein.14 This Committee must promote the adoption of measures aimed at the simplification of 

the relationship between government agencies and users, and ensure the possibility of free 

selection of services by citizens.15

B. Law No. 150 of June 7, 2000 

Law No. 150 of 2000 regulates the information and communications provided by government 

agencies to users.16 In particular, it created an office for public relations within each government 

agency.17 According to the Law, each office must include mechanisms in its regulations that 

 5 Id. art. I(4). 

6 Id. art. I(5)2. 

7 Id. art. I(5)3. 

8 Id. art. II(3)(4). 

9 Id. art. II(1)(3). 

10 Id. art. II(1)(4). 

11 Id. art. II(5)(1). 

12 Id. art. II(5)(4). 

13 Id. art. II(5)(5). 

14 Id. art. III(2)(1). 

15 Id. art. III.3(e) & (f). 

16 Legge 7 giugno 2000, n. 150 Disciplina delle attivita’ di informazione e di comunicazione delle pubbliche 

amministrazioni [Law No. 150 of June 7, 2000, on the Activity of Information and Communication by Government 

Agencies], G.U. No. 136, June 13, 2000, http://www.normattiva.it/uri-res/N2Ls?urn:nir:stato:legge:2000-06-07;150, 

archived at https://perma.cc/6B72-J3XH. 

17 Id. art. 8(1). 
Government Services Feedback Practices: Italy

The Law Library of Congress 30 

guarantee citizens access to information, and “implement, after listening to the citizens . . . 

verification processes for the quality of services and user satisfaction.”18

C. Directive of the Ministry of Public Function of March 24, 2004, on the Detection of the 

Quality Perceived by Citizens 

The 2004 Directive of the Ministry of Public Function on the Detection of the Quality Perceived 

by Citizens19 seeks to improve citizens’ satisfaction with government services and the quality of 

such services.20 The Directive highlights the central role that citizens play in providing 

government agencies with feedback to assess the responsiveness of the services delivered.21 The 

Directive also recognizes that customer satisfaction surveys are one of the most broadly used 

instruments to measure user satisfaction with the services received.22 Consequently, the 

Directive highlights that customer satisfaction instruments allow government agencies to “exit 

from their own self-referentiality, helping them to relate with the citizens, to always better know 

and understand the needs of final recipients of their own activities, and to thus project their 

public policies and systems for the provision of services.”23 In addition, the Directive notes that 

obtaining information on customer satisfaction helps to build a relational model between 

government agencies and citizens that is based on trust and enables government agencies to 

determine how best to fulfill citizens’ expectations for the services provided.24

As a result, the Directive mandates that government agencies take the following steps to survey 

customer satisfaction: 

 Conduct periodic quality surveys of citizens’ perceptions of public services, providing 

appropriate methodologies and tools.25

 Disseminate and publish, through appropriate means, the results of the citizen surveys that 

support improvement plans.26 

 Consider four different phases for conducting customer satisfaction surveys: 

 

18 Id. art. 8(2)(d) (all translations by author). 

19 Direttiva del Ministro della Funzione Pubblica 24 marzo 2004 Sulla Rilevazione della Qualita Percepita dai 

Cittadini [Directive of the Ministry of Public Function of March 24, 2004, on the Detection of the Quality Perceived 

by Citizens], Ministro per la Semplificazione e la Pubblica Amministrazione [Ministry for the Simplification and the 

Public Administration], http://www.funzionepubblica.gov.it/sites/funzionepubblica.gov.it/files/16818.pdf, archived 

at https://perma.cc/KLU8-JGNV. 

20 Id. art. 1.¶ 1. 

21 Id. art. 1.¶ 2. 

22 Id. art. 1.¶ 3. 

23 Id. art. 1.¶ 4. 

24 Id. art. 4(I).¶ 2. 

25 Id. art. 3.¶ 2. 

26 Id. art. 3.¶ 3. 
Government Services Feedback Practices: Italy

The Law Library of Congress 31 

o First: Preparation of the research, which should include a preinvestigation activity in 

order to assess aspects crucial for implementing a successful customer 

satisfaction survey. 

o Second: Data collection, which should include interviews, focus groups, questionnaires, 

etc., in order to obtain information from citizen users. 

o Third: Preparation and interpretation of data, to evaluate the information obtained 

according to several criteria established in the Directive. 

o Fourth: Distribution and use of the results among government agencies and the 

general public.27

D. Legislative Decree No. 150 of October 27, 2009 

Legislative Decree No. 150, issued in 2009, seeks to optimize the provision of services by 

government agencies and the transparency of their activities.28 To that end, this legislation 

creates a system for the assessment of agencies’ performance that refers to several criteria, 

including obtaining information on the degree of satisfaction from users of public services 

and activities.29

In addition, this legislation allows for the participation of citizens in the evaluation of 

government agencies’ performance of their activities and services. Customer satisfaction 

information may be provided by individual citizens and also by citizen organizations to the 

organisms created within each respective government agency to collect and evaluate 

such information.30

E. Directive No. 2 of 2017 of the Council of Ministers 

Council of Ministers Directive No. 2 of 2017 instructs government agencies to promote stronger 

citizen participation in agency decisions and to consider public consultation mechanisms, 

including internet-based means, for obtaining customer feedback.31 

 

 

27 Id. art. 4.¶ 2. 

28 Decreto Legislativo 27 ottobre 2009, n. 150 Attuazione della Legge 4 Marzo 2009, n. 15, in materia di 

Ottimizzazione della Produttivita’ del Lavoro Pubblico e di Efficienza e Trasparenza delle Pubbliche 

Amministrazioni [Legislative Decree No. 150 of October 27, 2009, Implementation of Law No. 15 of March 4, 

2009, on the Optimization of the Productivity of Public Works and on the Efficiency and Transparency of 

Government Agencies], G.U. No. 254, Oct. 31, 2009, http://www.normattiva.it/uri-res/N2Ls?urn:nir:stato: 

decreto.legislativo:2009-10-27;150!vig=2017-10-03, archived at https://perma.cc/WCH3-EBRW. 

29 Id. art. 8(1)(c). 

30 Id. art. 19-bis(1). 

31 Direttiva 31 maggio 2017 Linee guida sulla consultazione pubblica in Italia (Direttiva n. 2/2017) [Directive No. 2 

of May 31, 2017, Guidelines on Public Consultation in Italy], G.U. No. 163, July 14, 2017, http://www.gazzetta 

ufficiale.it/eli/id/2017/07/14/17A04797/sg, archived at https://perma.cc/A57K-JCPW. 
Government Services Feedback Practices: Italy

The Law Library of Congress 32 

II. Administrative Guidelines 

Pursuant to existing legislation, individual public agencies have approved their own guidelines 

and manuals allowing for feedback from citizens. Among them, the Guide on Customer 

Satisfaction on the Quality of Services approved by the Ministry of Labor and Social Policies,32

and the Guidelines for the Survey of Customer Satisfaction33 approved by the Department of 

Internal and Territorial Affairs at the Ministry of the Interior implement the 2004 Directive of the 

Ministry of Public Function on the Detection of the Quality Perceived by Citizens. 

Several aspects of interest of the Guidelines include 

 the definition of “customer satisfaction” as an instrument used internally within a given 

government agency or externally for the general citizenry that allows for citizen perception 

surveys concerning the delivery of services by government agencies;34

 the recognition that the results obtained from surveys facilitate the identification of strengths 

and weaknesses in the services offered, and consequently allow for the redesign of a “quality 

system” for the provision of public services;35

 the determination of the stages involved in obtaining customer feedback, which include 

aspects such as the specific matters on which the respective survey seeks to obtain feedback, 

the objectives sought through the research, the duration of the survey, and the instruments 

used for the investigation;36

 a listing of the specific mechanisms to be utilized for conducting surveys, including 

individual in-depth interviews, observations from participants, group meetings, focus groups, 

family groups, simulations, role playing, brainstorming, and panels, among others;37

 

32 Ministero del Lavoro e delle Politiche Sociali [Ministry of Labor and Social Policies], Customer Satisfaction sulla 

Qualità dei Servizi Erogati dagli Uffici Centrali e Territoriali [Customer Satisfaction on the Quality of Services 

Provided by the Central and Territorial Offices] (Jan. 2015), http://www.lavoro.gov.it/strumenti-e-servizi/customersatisfaction/Documents/customer_satisfaction.pdf, archived at https://perma.cc/27PX-SZ9E. 

33 Ministero dell’Interno, Dipartimento per gli Affari Interni e Territoriali, Direzione Centrale per l’Amministrazione 

Generale e per gli U.T.G. Ufficio per la Riforma della P.A. [Ministry of the Interior, Department for Internal and 

Territorial Affairs, Central Directorate for the General Administration and for the U.T.G. Office for the Reform of 

the P.A.], Linee Guida per lo Svolgimento di Indagini di Customer Satisfaction [Guidelines for the Survey of 

Customer Satisfaction], http://www1.interno.gov.it/mininterno/export/sites/default/it/assets/files/6/2005 

62310458.pdf (last visited Oct. 24, 2017), archived at https://perma.cc/UT2J-MT3T. 

34 Id. § 1.2. 

35 Id. § 1.3. 

36 Id. § 2.1. 

37 Id. § 3.1. 
Government Services Feedback Practices: Italy

The Law Library of Congress 33 

 the regulation of the questionnaire as one of the core means to evaluate customer 

satisfaction;38 and 

 the establishment of instruments for monitoring the perceived quality of the 

services rendered.39

 

38 Id. § 4. 

39 Id. § 3.9.1. 
The Law Library of Congress 34

Japan 

Sayuri Umeda 

Foreign Law Specialist

It appears that the Japanese government does not collect customer satisfaction 

feedback proactively. However, the Ministry of Internal Affairs and Communications (MIAC) 

accepts complaints, opinions, and requests from the general public concerning the business of 

administrative agencies, including the provision of services, and mediates disputes.1

 One of the 

missions of the MIAC is to maintain comprehensive and efficient administration through 

management and operation of the country’s basic system of administration.2

 Complaints, 

opinions, and requests from the general public are used for better management of the 

administration of government. 

Complaints, opinions, and requests are accepted in person at regional administrative consultation 

offices of the MIAC; through administrative consultants in the submitter’s geographic area; by 

phone, mail, or facsimile; or online.3

 These submissions may touch on various subjects, 

including the quality of services received.4

 Approximately 170,000 complaints, opinions, and 

requests are submitted per year.5 Several examples of these are included on the MIAC website.6

Individual agencies also accept opinions and proposals online. It appears that each agency has a 

different form for this process.7 Some agencies report examples of opinions and answers and 

publish them.8

 

1

 MIAC Establishment Act, Act No. 91 of 1999, art. 4, item 15. 

2 Id. art. 3. 

3

 行政相談制度・行政相談委員制度の概要 [SUMMARY OF ADMINISTRATION CONSULTATION AND 

ADMINISTRATION CONSULTANT SYSTEM] (Submitted to the Study Group of the Administration Consultant System) 

(Dec. 19, 2008), http://www.soumu.go.jp/main_sosiki/hyouka/soudan_n/pdf/081219_2_3.pdf, archived at

https://perma.cc/TK7H-UEC4. 

4

 国の行政に関する苦情、意見・要望は「行政相談」をご利用ください [Please Use “Administration 

Consultation” for Complaints, Opinions, and Requests Concerning National Administration], CABINET OFFICE (Oct. 

11, 2016), http://www.gov-online.go.jp/useful/article/201310/1.html, archived at https://perma.cc/UHT3-4X8P. 

5

 行政評価局 [DEPT. OF EVALUATION OF ADMINISTRATION], MIAC, http://www.soumu.go.jp/main_sosiki/hyouka/

(last visited Oct. 19, 2017), archived at https://perma.cc/L6C5-VB8C. 

6

 CABINET OFFICE, supra note 4. 

7

 For example, the Ministry of Justice’s online form is available at https://www.moj.go.jp/mojmail/kouhouinput.php

(last visited Oct. 19, 2017), archived at https://perma.cc/9T2B-XUWF. The Ministry of Health, Labour and 

Welfare’s form is available at https://www-secure.mhlw.go.jp/getmail/getmail.html (last visited Oct. 19, 2017), 

archived at https://perma.cc/4WFB-6A42. 

8

 For example, Press Release, 厚生労働省に寄せられた「国民の皆様の声」の集計報告について [Report of 

Aggregated “People’s Voices” Submitted to the MHLW] (Sept. 26, 2017), http://www.mhlw.go.jp/houdou_ 

kouhou/sanka/koe_boshu/dl/170926a.pdf, archived at https://perma.cc/U65H-7HSQ. 
The Law Library of Congress 35

Macao Special Administrative Region of China 

Yichao Zhang 

Foreign Law Consultant

SUMMARY Since 2000, the government of the Macao Special Administrative Region of China has 

been promoting the Quality Charter Program, the purpose of which is to optimize the 

functioning of the public administration. All government agencies that have implemented 

the Quality Charter Program must give priority to optimizing administrative procedures, 

improving the mechanism for handling suggestions and complaints, and periodically 

evaluating the degree of citizen satisfaction. The government of Macao has established a 

comprehensive system for conducting citizen satisfaction surveys and a widely-adopted 

mechanism for handling public complaints, claims, and suggestions. 

I. Policy and Regulatory Basis for Citizen Satisfaction Survey Project 

A. Policy Basis 

In November 2000, the Chief Executive of the Macao Special Administrative Region (MSAR) 

delivered the Policy Address for Fiscal Year 2001 at the Legislative Assembly Meeting, and 

stated that “the government will promote the Quality Charter Program to enhance administrative 

accountability and service efficiency.”1

 In November 2002, the Chief Executive stated at the 

Legislative Assembly Meeting that the government would make a greater effort to put the 

Quality Charter Program at the top of its agenda.2 Since then, government agencies of the 

MSAR have gradually implemented the Program, which requires the agencies to establish 

mechanisms for handling suggestions and complaints, and to periodically assess the degree of 

citizens’ satisfaction. 

In the Policy Address for Fiscal Year 2005, the Chief Executive of the MSAR asserted that the 

government must further promote the Citizen Satisfaction Survey Project (the Project), and must 

provide technical support for agencies that have not adopted the Project. The Policy Address 

also estimated that the Project would be widely implemented by all public administration 

services and bodies in 2006.3

 

1

 AOMEN TEBIE XINGZHENG QU ZHENGFU 2001 NIAN CAIZHENG NIANDU SHIZHENG BAOGAO [POLICY ADDRESS FOR 

THE FISCAL YEAR 2001 OF THE GOVERNMENT OF MACAO SPECIAL ADMINISTRATIVE REGION] (Nov. 9, 2000), 

http://bo.io.gov.mo/edicoes/cn/raem/lag2001/ (in Chinese), archived at https://perma.cc/VKR3-UACK. 

2

 AOMEN TEBIE XINGZHENG QU ZHENGFU 2003 NIAN CAIZHENG NIANDU SHIZHENG BAOGAO [POLICY ADDRESS FOR 

THE FISCAL YEAR 2003 OF THE GOVERNMENT OF MACAO SPECIAL ADMINISTRATIVE REGION] (Nov. 20, 2002), 

http://bo.io.gov.mo/edicoes/cn/raem/lag2003/ (in Chinese), archived at https://perma.cc/B3HF-HW6G. 

3

 AOMEN TEBIE XINGZHENG QU ZHENGFU 2005 NIAN CAIZHENG NIANDU SHIZHENG BAOGAO [POLICY ADDRESS FOR 

THE FISCAL YEAR 2005 OF THE GOVERNMENT OF MACAO SPECIAL ADMINISTRATIVE REGION] (Nov. 16, 2004), 

http://bo.io.gov.mo/edicoes/cn/raem/lag2005/ (in Chinese), archived at https://perma.cc/EP75-MP5R. 
Government Services Feedback Practices: Macao 

The Law Library of Congress 36

B. Regulatory Basis 

1. Executive Order No. 69/2007 (Amended by the Executive’s Order No. 69/2010) 

In February 2007, the Chief Executive of the MSAR issued Executive Order No. 69/2007, which 

stated that the Quality Charter Program is one of the MSAR’s strategic measures aimed at 

optimizing the services provided by government agencies. The Executive Order also declared 

that in order to evaluate the quality and efficiency of all public services and entities, the 

Commission for Evaluation of Public Services would be established under the Secretariat for 

Administration and Justice.4 The Annex to the Executive Order provided organizational details 

of the Quality Charter Program.5

 

2. Order of the Secretariat for Administration and Justice No. 22/2007 

In September 2007, the Order of the Secretariat for Administration and Justice No. 22/2007 was 

issued pursuant to Chief Executive Order No. 69/2007. The Order approved the criteria for 

evaluating the quality and efficiency of services and public entities. The Citizen Satisfaction 

Survey Project, which includes the solicitation and collection of feedback from service 

recipients, was established as one of the major evaluation mechanisms under the Quality 

Charter Program.6 

II. Overview of the Citizen Satisfaction Survey Project 

The Directorate of Administration and Public Services of the MSAR, which is the government 

agency in charge of conducting research, promoting modernization, and providing assistance for 

the administration and public services, established the Thematic Website for Optimization of 

Public Service (Public Service Website). This centralized website collects regulations, 

information, statistics, and reports related to the Quality Charter Program. Also, public services 

and bodies can submit opinions or obtain information through the website, as well as request 

technical support from the Directorate of Administration and Public Services.7

A. Scope 

According to the Public Service Website, regardless of the type of services provided, any 

government agency and public entity may assess the degree of citizen satisfaction, provided that 

 

4

 Di 69/2007 Hao Xingzheng Zhangguan Pishi [Executive Order No. 69/2007] (promulgated by the Chief Executive 

of MSAR, Feb. 22, 2007; amended by Executive Order No. 69/2010, Mar. 22, 2010), http://bo.io.gov.mo/bo/i/2007/ 

08/despce_cn.asp#69 (in Chinese), archived at https://perma.cc/6VGT-47VA. 

5 Id., Annex. 

6

 Di 22/2007 Hao Xingzhen Fawu Si Sizhang Pishi [Order of the Secretariat for Administration and Justice No. 

22/2007] (promulgated by the Secretariat for Administration and Justice, Sept. 17, 2007), http://bo.io.gov.mo/ 

bo/i/2007/38/despsaj_cn.asp#22 (in Chinese), archived at https://perma.cc/8E4F-4B4J. 

7

 THEMATIC WEBSITE FOR OPTIMIZATION OF PUBLIC SERVICE, http://app.safp.gov.mo/qs (in Chinese; last visited 

Oct. 24, 2017), archived at https://perma.cc/N4SE-5J74. 
Government Services Feedback Practices: Macao 

The Law Library of Congress 37

the recipients of its services are citizens or other listed entities (including industrial and 

commercial companies, associations, public bodies, foreign investors, and tourists).8

B. Form of the Survey 

Government agencies that have adopted the Quality Charter Program are required to conduct a 

citizen satisfaction survey at least once a year. However, the specific times and form of the 

survey are determined by the agency itself. According to the Public Service Website, most 

government agencies conduct the survey annually; some others conduct the survey biannually.9

 

The duration of the survey can last from several months to a year, which is determined at each 

agency’s own discretion. 

The form in which the feedback is collected is also determined by each agency. According to the 

Public Service Website, most government agencies use face-to-face or telephone interviews, or 

send out written questionnaires through electronic means, by fax, or by mail.10 For example, the 

2016 Directorate of Legal Affairs Services Citizens Satisfaction Survey Report indicates that the 

agency adopted two ways of conducting surveys: distributing a written questionnaire to each 

citizen when he or she receives service at the counter during the feedback collection period, and 

mailing or faxing questionnaires to the service recipients.11

C. Content of Questions 

According to the Public Service Website, at least the five metrics below are assessed during the 

feedback collection process. The website also provides a set of standardized questions for use by 

government agencies in collecting voluntary feedback on these metrics: 

 Degree of convenience: Whether an individual or entity can easily and quickly receive a 

service provided by the agency. 

 Employee conduct: Whether an individual or entity is treated with respect in an active, 

professional, and timely manner. 

 Environment and facilities: Whether the equipment installed by the agency gives citizens a 

sense of comfort and convenience. 

 

8 The Scope of the Citizen Satisfaction Survey Project, THEMATIC WEBSITE FOR OPTIMIZATION OF PUBLIC SERVICE,

http://app.safp.gov.mo/cms/view?aid=99&mid=748 (in Chinese; last visited Oct. 24, 2017), archived at

https://perma.cc/ARJ9-T94L. 

9 Quality Charter Program, THEMATIC WEBSITE FOR OPTIMIZATION OF PUBLIC SERVICE, http://app.safp.gov.mo/qs/ 

reconhecimento (in Chinese; last visited Oct. 24, 2017), archived at https://perma.cc/6T6B-LEMW. 

10 Id. 

11 Id. 
Government Services Feedback Practices: Macao 

The Law Library of Congress 38

 Internal process: Whether the services provided to citizens undergo an internal process based 

on the principles of justice, impartiality, and reasonableness. 

 Overall satisfaction: Whether the services provided by the agency satisfy citizens’ 

requirements and intention.12

In addition to the questions developed under the above-mentioned five metrics, each agency has 

the discretion to develop questions relevant to its specific operations or programs. For example, 

the 2016 Directorate of Legal Affairs Services Citizens Satisfaction Survey Report indicates that 

the agency also included service information, electronic service, and overall quality in its 

evaluation metrics. Some agencies also include a question asking for general suggestions.13

D. Analysis and Publication of Results 

Government agencies that have adopted the Quality Charter Program are required by the 

Program to collect feedback from service recipients, analyze the results of the citizen satisfaction 

survey, compose a report on the survey, and publish the report on the centralized Public Service 

Website and each agency’s official website annually.14 

The aggregated annual report on the solicitation of citizens’ voluntary feedback generally 

includes a brief introduction of the survey, a presentation of the results, an analysis of the results, 

a trend analysis, suggestions on improvement, and steps to be taken.15

III. Mechanism for Handling Public Complaints, Claims, and Suggestions 

According to article 21 of Decree-Law No. 5/98/M, which was published on February 2, 1998, 

all public departments and agencies must collect and respond to public complaints, claims, and 

suggestions monthly.16 The response to the claims and complaints from individuals and entities 

whose identification and address have been indicated must be given within forty-five days from 

the date on which the complaints were received. Anonymous claims and complaints, however, 

may be destroyed at the direction of the chief officer in charge of the agency.17 

On October 25, 2000, the Secretariat for Administration and Justice issued Order No. 13/2000. 

Paragraph 1 of the Order provided that officials of public service agencies and bodies must 

 

12 The Content of the Citizen Satisfaction Survey Project, THEMATIC WEBSITE FOR OPTIMIZATION OF PUBLIC 

SERVICE, http://app.safp.gov.mo/cms/view?aid=99&mid=749 (in Chinese; last visited Oct. 24, 2017), archived at

https://perma.cc/3GZ6-FCHZ. 

13 Id. 

14 Id. 

15 Id. 

16 A “complaint” is a statement that the service recipient is unsatisfied with the service provided by the agency, 

while a “claim” is a demand, allegation, or accusation made by the service recipient requesting further treatment. 

17 Di 5/98/M Hao Faling [the Decree-Law No. 5/98/M] (promulgated by the Chargé d’État of Macao, Feb. 2, 1998), 

http://bo.io.gov.mo/bo/i/98/05/declei05_cn.asp (in Chinese), archived at https://perma.cc/D96F-JLQ7. 
Government Services Feedback Practices: Macao 

The Law Library of Congress 39

designate the person responsible for analyzing and reporting the treatment of public complaints, 

claims, and suggestions pursuant to article 21 of Decree-Law No. 5/98/M.18 

According to the Public Service Website, agencies that have adopted the Quality Charter 

Program are required to disclose to the public their annual reports on public complaints, claims, 

and suggestions. Such reports generally include statistics, a summary, and a discussion of the 

treatment and results of public complaints, claims, and suggestions. The reports do not include 

private information or materials that are not appropriate for disclosure. The reports of each 

government agency can be accessed on the centralized Public Service Website and on each 

agency’s official website.19

The Public Service Website also provides an introduction to the mechanism for handling public 

complaints, claims, and suggestions. The introduction summarizes the function of, principle of, 

procedure for, and special issues related to the mechanism.20

 

18 Di 13/2000 Hao Xingzhen Fawu Si Sizhang Pishi [Order of the Secretariat for Administration and Justice No. 

13/2000] (promulgated by the Secretariat for Administration and Justice, Oct. 25, 2000), http://bo.io.gov.mo/ 

bo/ii/2000/43/despsaj_cn.asp (in Chinese), archived at https://perma.cc/VAC6-RUPL. 

19 Mechanism for Handling Public Complaints, Claims, and Suggestions, THEMATIC WEBSITE FOR OPTIMIZATION OF 

PUBLIC SERVICE, http://app.safp.gov.mo/qs/estat_intro (in Chinese; last visited Oct. 24, 2017), archived at 

https://perma.cc/UP94-5K34. 

20 Id.
The Law Library of Congress 40

Netherlands 

Wendy Zeldin 

Senior Legal Research Analyst

SUMMARY The Dutch government has conducted consumer satisfaction surveys for many years. Its 

eCitizen Charter, a body of quality requirements for government digital services, has been 

used as a model by other countries. It has also used “customer journey mapping” and 

“trend documents” to gauge customer satisfaction with government services. 

I. Overview 

In 1996, the Dutch government instituted its first citizen-centered initiative for a “one-stop-shop 

service delivery program,” known as OL2000 (Overheidsloket 2000/Public Counter 2000), 

promoting along with it the concept of “thinking and working from the citizen’s perspective.”1

 

In 2001, some twenty separate government reform programs were merged into a joint 

information and communications technology (ICT) organization in the public sector to deal 

with eGovernment.2

 

In 2003, the eCitizen Program, conceived as “an independent forum which would look critically 

into [government reforms] from the citizen’s point of view,” was inaugurated “with the task of 

being a critical evaluator of eGovernment solutions.”3

 It was succeeded in 2008 by Citizenlink, 

a Dutch government initiative to improve public performance through citizen involvement, with 

the tasks of promoting service quality through the adoption of an eCitizen Charter and quality 

codes; measuring customer satisfaction through an “Annual National Survey about Life Events”; 

and stimulating citizen involvement by such means as holding an annual eParticipation Award 

and developing eParticipation instruments.4 

The eCitizen Charter or “BurgerServiceCode” is characterized as 

a quality standard for eGovernment written from the citizen’s perspective. It consists of 

10 quality requirements for digital contacts, both in the field of information exchange, 

service delivery and policy participation. The charter has been adopted as a quality 

 

1

 Matt Poelmans, From Electronic Government to Collaborative Governance § 2.2, https://skl.se/download/ 

18.2644e66d1572c650b953a693/1474545341702/Whitepaper%20and%20slideshow,%20Matt%20Poelmans.pdf

(last visited Oct. 24, 2017), archived at https://perma.cc/MP64-ZUFG. For a comparative look at Dutch citizens’ 

satisfaction with certain government services compared to that of citizens of other countries, see, for example, 

Citizen Satisfaction with Public Services, in GOVERNMENT AT A GLANCE 2015, ORGANISATION FOR ECONOMIC COOPERATION AND DEVELOPMENT (OECD), http://www.oecd-ilibrary.org/docserver/download/4215081ec056.pdf? 

expires=1508785689&id=id&accname=guest&checksum=33326F52CDDA297D2E9977A10088B3FC, archived at

https://perma.cc/UK4V-HXQ3. 

2

 Poelmans, supra note 1.

3 Id. 

4 Id. 
Government Services Feedback Practices: Netherlands 

The Law Library of Congress 41

standard on all levels of Dutch government and is also used as the basis for ongoing 

measurement of citizen satisfaction on the basis of life events. Moreover it is the 

criterion for the annual eParticipation Awards.5

Furthermore, from 2008–2010, the government conducted a national survey to assess citizen 

satisfaction with government performance as a whole, with satisfaction “measured by asking 

citizens about real experiences with solving life events” and evaluation “based on the ten criteria 

of the eCitizen Charter.”6 

II. Form of Feedback Collection 

A. Major National Survey 2008–2010 

The stated aim of the 2008–2010 survey that the Dutch government conducted to gauge citizens’ 

satisfaction with government services was to score at least a “seven” for the quality of services 

during that government’s term in office.7 The State Secretary for the Interior and Kingdom 

Relations focused “on the perceptions (questions or problems) of private citizens” to measure a 

baseline of satisfaction in spring 2008, “when people were asked about the services provided in 

connection with life events.”8

The design of the survey was to obtain feedback on “the services provided in connection with 55 

life events, ranging from ‘having a child,’ ‘beginning a course,’ ‘starting a business,’ ‘long-term 

illness,’ ‘going abroad,’ ‘changing housing situation’ and ‘being fined’ to ‘death of a nearest and 

dearest,’ ” events that “had a high recognition factor for respondents, who were selected on the 

basis of actual experience of the various events.”9

 Of more than 10,000 persons screened, there 

remained a final net sample of 1,400 survey participants; the results were “representative of 

Dutch residents who had contacts with government in connection with one of the life events 

during the past twelve months.”10 The questions were based on the contents of the eCitizen 

Charter, whose ten quality standards formed the basis for the statements.11

According to a 2011 study published by the Organisation for Economic Co-operation and 

Development, some of the low-scoring life events measured through the Dutch government 

services questionnaire “are mapped with the Dutch equivalent of the customer journey mapping, 

the KEK,” which “is a tool for visualizing how customers interact with people and organisations 

 

5 Citizens Charters in the Netherlands, BURGERLINK.NL, available at http://unpan1.un.org/intradoc/groups/public/ 

documents/un-dpadm/unpan045396.pdf (last visited Oct. 23, 2017), archived at https://perma.cc/MV95-5BPK. 

6 Id. 

7

 Poelmans, supra note 1, § 4.2. 

8 Id.

9 Id.

10 Id. 

11 Citizens Charters in the Netherlands, supra note 5, at 2–3. At the time it was stated that “Citizenlink is working 

on developing the methodology further. Also a variation of the instrument for local use will be developed.” Id. at 3. 
Government Services Feedback Practices: Netherlands 

The Law Library of Congress 42

in order to make a purchase or experience a service.”12 The KEK can help improve a given type 

of service “by finding out how people use the service and how they interact with the service 

provider. It provides a map of the interactions and emotions that take place, and can help an 

organisation provide its customers with the experience it wants them to have.”13 As of the time 

the OECD study was written, three life events had been mapped and certain improvements had 

been made in the services related to those events.14

While acknowledging that systematic measurement of public-sector performance was still being 

developed at that time by such means as assessments and benchmarks, the 2011 study stated in 

connection with the Netherlands that “performance information is more and more integrated into 

systematic knowledge and trend development,” with one example being “the ‘trend document’ 

on developments in public sector organization and employment, which is submitted to 

parliament with the government budget each year.”15 The study also reported that “many larger 

public sector organisations” had begun to set up “knowledge units” for collecting “performance 

data about their organisations (including data on clients’ and employees’ satisfaction),” 

analyzing that data, and reporting on them, for use “by political officials, such as ministers, for 

strategic policy planning.”16 

B. Specific Examples in Recent Years 

Since 1970, the Dutch Electoral Research Foundation has conducted a series of national surveys 

referred to as the Dutch Parliamentary Election Studies, which might be considered in some 

respects a citizen satisfaction survey. While a number of questions are replicated, each survey 

also has questions not posed in the other surveys.17 According to the Survey Data Netherlands 

website, “the major substantive areas consistently covered” in these election surveys “include the 

respondents’ attitudes toward and expectations of the government and its effectiveness in both 

domestic and foreign policy” and “the most important problems facing the people of the 

Netherlands,” among other topics.18

 

12 Netherlands, in OECD, THE CALL FOR INNOVATIVE AND OPEN GOVERNMENT: AN OVERVIEW OF COUNTRY 

INITIATIVES 185 (2011), http://www.oecd-ilibrary.org/docserver/download/4211071ec024.pdf?expires=150 

8861595&id=id&accname=ocid195520&checksum=6FC6D32C78AE840E88EFA5422F839B62, archived at

https://perma.cc/9CPS-5DF9. 

13 Id.

14 Id. 

15 Id. 

16 Id. at 185. A form used in 2011 for participation in a customer survey can be viewed on the Dutch government 

website. Meldingsformulier Persoonsgegevens ‘Klantenenquête Participatie 2011’ [Personal Data Registration 

Form ‘Customer Survey Participation 2011’], https://www.rijksoverheid.nl/documenten/formulieren/2011/ 

09/16/meldingsformulier-persoonsgegevens-szw, archived at https://perma.cc/LE32-4KEG. 

17 Dutch Parliamentary Election Studies, SURVEY DATA NETHERLANDS, https://www.surveydata.nl/dutchparliamentary-election-studies (last visited Oct. 23, 2017), archived at https://perma.cc/L8EM-77WK. 

18 Id.
Government Services Feedback Practices: Netherlands 

The Law Library of Congress 43

More concrete examples of customer satisfaction surveys are the 2012 survey of services in City 

Hall19 and the 2015 survey of travel and vocational vaccinations.20 Business consumer 

satisfaction is also measured in the Netherlands. Under the Business Sentiment Monitor 

initiative, the perception of businesses vis-à-vis regulatory burden reduction is measured 

annually, focusing “not only on the reduction of administrative burdens” but also addressing the 

“costs to comply with regulations, requirements of supervisory bodies, and the constantly 

changing rules.”21 The government’s aim is to increase by 25% the number of businesses 

claiming to “have very little irritation from unnecessary information obligations.”22 

 

19 ENQUÊTE DIENSTVERLENING IN HET STADHUIS [SURVEY OF SERVICES IN CITY HALL] (Feb. 2012), http://docplayer. 

nl/storage/25/4751629/1508860642/rCUPjVSo9XiNRlJcONcLjA/4751629.pdf, archived at https://perma.cc/WJ58-

8TRX. 

20 REIS- EN BEROEPSVACCINATIE. KLANTTEVREDENHEIDSONDERZOEK 2015 [TRAVEL AND VOCATIONAL 

VACCINATION. CUSTOMER SATISFACTION SURVEY 2015], http://docplayer.nl/storage/36/17458056/1508860953/ 

9UAbnWLY46K8KeEnJHvDaw/17458056.pdf, archived at https://perma.cc/54DG-43CR. 

21 OECD, BETTER SERVICE DELIVERY FOR INCLUSIVE GROWTH IN THE DOMINICAN REPUBLIC 138 (Box 3.6) (OECD 

Public Governance Reviews, June 1, 2017), http://www.oecd-ilibrary.org/docserver/download/4216291e.pdf? 

expires=1508861918&id=id&accname=ocid195520&checksum=FE27B007CF42F33BBD9ABBE26D382208, 

archived at https://perma.cc/64F5-DHGS. 

22 Id.
The Law Library of Congress 44 

Nicaragua 

Norma C. Gutiérrez 

Senior Foreign Law Specialist

There appears to be no legislation in Nicaragua mandating that government agencies collect 

customer satisfaction feedback. 

The institution of the Public Prosecutor (Ministerio Público), which is an entity that operates at 

the national level and has functional and administrative autonomy,1 conducted and published a 

national customer satisfaction survey in 2014, 2015, and 2016.2 Citizens visiting on-site offices 

of the Ministerio Público throughout the country may fill out surveys and submit them using the 

feedback boxes provided.3

 Many government agencies collect customer satisfaction feedback on 

their services in the same way, but they do not publish the result of their surveys; rather, they use 

the results as a mechanism to improve services.4

 

The Law of Citizen Participation was promulgated in 2003. The objective of this Law is to 

promote citizen participation in the political, social, economic, and cultural spheres through the 

creation of mechanisms that allow such participation.5

 In compliance with the objective of this 

Law, the website of the National Assembly provides a webpage where citizens may write their 

opinion on the legislative work of the Assembly and on bills that have been introduced.6

 

 

1

 CONSTITUCIÓN POLÍTICA DE LA REPÚBLICA DE NICARAGUA art. 138(9)(b), LA GACETA, Jan. 9, 1987, republished 

with all amendments incorporated in LA GACETA, Feb. 18, 2014, https://ministeriopublico.gob.ni/wp-content/ 

uploads/2016/05/constitucion.pdf, archived at https://perma.cc/L3CR-EFHD. 

2

 E.g., MINISTERIO PÚBLICO DE NICARAGUA, ENCUESTA NACIONAL DE SATISFACCIÓN DE USUARIOS Y USUARIAS

(July 2016), https://ministeriopublico.gob.ni/LibreriaVirtual/Encuestas/Encuesta Nacional Satisfaccion Usuarios MP 

2016.pdf, archived at https://perma.cc/3FZB-LNFS. 

3

 Telephone Interview with Officer of the Ministerio Público (Oct. 18, 2017) (record on file with author). 

4

 Telephone Interview with Employee of M&R Consultores (private firm that surveys citizens regarding issues of 

national concern) (Nov. 18, 2017) (record on file with author). 

5

 Ley de Participación Ciudadana, No. 475, art. 1, LA GACETA, Dec. 19, 2003, http://sajurin.enriquebolanos.org/ 

vega/docs/Gaceta No. 241 Viernes 19 de Diciembre de 2003.pdf, archived at https://perma.cc/M49V-ZKHL. 

6 Participación Ciudadana, ASAMBLEA NACIONAL DE NICARAGUA, http://www.asamblea.gob.ni/participacionciudadana/ (last visited Oct. 20, 2017), archived at https://perma.cc/ZAG2-GVT5. 
The Law Library of Congress 45

Russian Federation 

Nerses Isajanyan 

Foreign Law Consultant

SUMMARY Russia enacted regulations for the collection of feedback on the quality of government 

services in 2012. Those regulations provide uniform rules for collecting, processing, and 

using data on customer satisfaction. Recipients of government services assess services on 

a five-point scale, using text messages, automatic machines on the premises of government 

agencies, or online questionnaires. The data collected is used in evaluating the 

performance of the heads of government agencies, and formal review actions may be 

initiated if agencies fail to achieve the target scores. 

I. Scope of Regulations 

In Russia the main legal act regulating the collection of feedback on the quality of services 

provided by government agencies is Resolution No. 1284, which was adopted by the Russian 

government in December 2012. 1 The Ministry of Economic Development has issued 

instructions for government agencies on implementation of the Resolution.2

The regulations apply only to the more popular and socially important services provided by 

national offices and local branches of the following agencies: 

 Federal Service for State Registration, Cadastre, and Cartography: Conducting registration of 

real property rights and providing related services. 

 Ministry of Internal Affairs: Providing information on traffic violations, issuance of drivers’ 

licenses, registration of vehicles, issuance of passports and other identification documents, 

residency registrations, approval of invitation letters for foreigners, etc. 

 Federal Tax Service: Registration of legal entities and private entrepreneurs, providing 

information on tax regulations, acceptance of tax returns. 

 Pension Fund: Certifying rights to labor pensions, welfare, and other benefits. 

 National Guard: Issuance of permits to carry, store, and transport firearms; issuance of 

private security guard certificates; etc. 

 

1

 Resolution of the Government of the Russian Federation No. 1284 of Dec. 12, 2012, SOBRANIE 

ZAKONODATELSTVA ROSSIISKOI FEDERATSII I [OFFICIAL GAZETTE OF THE RUSSIAN FEDERATION] 2012, No. 51, Item 

7219, http://pravo.gov.ru/proxy/ips/?docbody=&nd=102161532&intelsearch=ПОСТАНОВЛЕНИЕ+от+12+декаб

я+2012+г.+N+1284 (in Russian), archived at https://perma.cc/D4HW-7FEU. 

2

 Decree of the Ministry of Economic Development of the Russian Federation No. 435 of July 3, 2015, available at

https://vashkontrol.ru/files/documents/435-method.pdf (in Russian), archived at https://perma.cc/6CAP-57J3. 
Government Services Feedback Practices: Russia 

The Law Library of Congress 46

These agencies are required to set up a unit dedicated to collecting feedback from recipients of 

government services. Other agencies may establish feedback collection programs at the 

discretion of their head.3

 

II. Assessment Criteria 

Customers are asked to assess government services according to the following criteria: 

 Time spent to receive the service 

 Waiting time in the queue 

 Courtesy and competence of the employee interacting with the recipient 

 Condition of the premises where services are provided 

 Accessibility of information on the procedure for provision of services4

The assessment is made on a five-point scale, where 4 to 5 points are considered positive while 1 

to 3 points are considered negative.5

 

Government services provided electronically must also be evaluated according to the following 

additional criteria: 

 Accessibility of electronic forms and electronic payment tools 

 Wait time for a response to an application, and the amount of time for the provision of the 

government service 

 Convenience of the procedures for the provision of government services, including 

registering for an appointment, filing applications, making payments, tracking progress, and 

obtaining a result6

III. Collecting Feedback 

Recipients of services are given the opportunity to assess the quality of government services by 

one of the following methods: 

 Sending a short text message using a cell phone 

 Using an automatic machine on the premises of the agency 

 Filling out a form on the agency’s website 

 

3

 Resolution of the Government of the Russian Federation No. 1284, attachment. 

4

 Decree of the Ministry of Economic Development of the Russian Federation No. 435, § I.2. 

5 Id. § I.3. 

6 Id.
Government Services Feedback Practices: Russia 

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After the service is provided, which means after the service recipient’s request is granted or 

denied, the employee of the agency must inform the service recipient about feedback collection 

and ask him or her to provide a cell phone number to participate in the assessment. If the service 

recipient refuses to give a phone number the officer must provide the option of assessing the 

agency’s services using an automatic machine on the premises of the agency. The recipient must 

be informed that participation in the evaluation is voluntary and free of charge, and that the 

phone number provided will be used exclusively for evaluation purposes. Informational 

materials about the assessment of government services must also be made available on the 

premises of the agency.7

 

The Ministry of Economic Development is responsible for collecting data and preserving it.8

 All 

statistical data is published on the “Your Control” website.9

 

A. Text Message 

If the recipient agrees to provide his or her cell phone number, this information is then forwarded 

to a call center operated by the Ministry of Telecom and Mass Communications. Within one 

business day, a short message must be sent to the recipient’s phone number asking him or her to 

evaluate the services on a five-point scale. Short messages must be sent only on business days 

from 10:00 a.m. to 7:00 p.m. local time. The recipient completes the assessment by replying to 

the text message with a number from 1 to 5. 

Random samples for a telephone survey are then generated based on the negative assessments 

received. Feedback responses that assess services at the level of 1 to 3 points are considered 

negative. The volume of random samplings must not be less than 5% of all negative assessments 

received for one government agency in one business day. It is recommended that the employee 

of the call center contact the recipient within two business days to conduct the survey in 

accordance with an established questionnaire. If the recipient does not answer the call, a 

repeated call must be made the next business day. If the recipient indicates a willingness to 

participate in the survey at another time the call center employee must make another call at the 

time agreed upon with the recipient. 

Government agencies are advised to publish on their official websites information about the 

assessment of government services and warnings about the danger of scams that use 

telephone surveys. 

B. Automatic Machines 

It is recommended that recipients of government services be given the option of providing 

feedback using automatic machines (terminals) or other devices on the premises of the 

government agency only after the services are provided by the agency, and only if the recipient 

 

7 Id.

8

 Resolution of the Government of the Russian Federation No. 1284, §15. 

9

 VASH KONTROL, https://vashkontrol.ru/ (last visited Oct. 23, 2017), archived at https://perma.cc/HSX4-2T9F. 
Government Services Feedback Practices: Russia 

The Law Library of Congress 48

refuses to participate in a telephone survey. The assessment with automatic machines is done in 

a similar manner by using the five-point scale. 

C. Internet 

The survey module must be placed on government agencies’ official websites, on the “Your 

Control” website, and in the user’s individual profile created at the Unified Portal of State and 

Municipal Services.10 

Government agencies are advised to place the “Your Control” survey module on the home pages 

of their official websites, on all sections of the website that contain information about the 

provision of government services, and on the page with the agency’s contact information and 

feedback channels. For the sake of consistency, the survey module must have a rectangular 

shape with the sign “Your Control” or the phrase “Leave Feedback.” The module must be 

available to the user within the first screen of the web browser without needing to scroll down. 

After assessing the service on a five-point scale the recipient may leave commentary to give 

more details about the experience of dealing with a government agency. It is possible to attach a 

photograph or a video recording to the text commentary. All reviews are subject to moderation, 

which may take up to two business days. The recipient must be notified if the review is removed 

by the moderator. The government agency usually posts a reply to the commentary within ten 

business days. To prevent manipulation, a recipient is allowed to give an assessment only once 

a day.11 

IV. Use of Collected Data 

The Ministry of Economic Development recommends that data collected from recipients be used 

in official reviews conducted in accordance with laws on civil service. Information is 

automatically processed and each territorial division of a government agency is given a 

consolidated score on a quarterly basis.12 At the end of the first reporting year, the share of 

positive reviews must not be less than 75%. For each subsequent year this share must increase 

by at least 5% until the target of 90% is reached in 2018. Official reviews must be initiated if the 

government agency fails to reach the target score, unless the share of positive reviews already 

exceeds 90% or the decrease in the satisfaction rate is less than 3%.13 

 

10 GOSUSLUGI, http://gosuslugi.ru (last visited Oct. 23, 2017), archived at https://perma.cc/PVW5-HR6T (click “See 

the Screenshot View”). 

11 Decree of the Ministry of Economic Development of the Russian Federation No. 435, § I.4. 

12 Id. § I.5. 

13 Id. § I.6.1. 
The Law Library of Congress 49

Sweden 

Elin Hofverberg 

Foreign Law Research Consultant

Sweden does not have a consolidated piece of legislation that requires every agency to provide 

customer surveys (brukarundersökning). There are, however, many individual laws and 

regulations that require state agencies to conduct customer surveys.1 For example, schools and 

health care providers must complete national surveys on a regular basis (semiannually and 

annually, respectively) that are coordinated and evaluated by the corresponding authority.2

 The 

Swedish Association of Local Authorities and Regions conducts nonmandatory national 

customer surveys for some of their activities, such as family services. 3 Also, the County 

Administrative Boards of Sweden must complete national customer surveys that can then be 

compared on a national level.4

 The Swedish Agency for Public Management is responsible for 

surveying the effectiveness of all government agencies.5 

It is typically the responsible agency that creates the surveys. For instance, the National Board 

of Health and Welfare (Socialstyrelsen) and the Swedish Association of Local Authorities have 

together been tasked with creating the national user survey to be used by health care providers.6

The government further requires that results of annual surveys be made available on the 

government agency webpage.7

 For example, the agency responsible for monitoring schools, 

 

1 E.g., Förordning om ett nationellt informationssystem för skolväsendet [Regulation on a National Information 

System for the Education System] (Svensk författningssamling [SFS] 2015:195), 

https://www.riksdagen.se/sv/dokument-lagar/dokument/svensk-forfattningssamling/forordning-2015195-om-ettnationellt_sfs-2015-195, archived at https://perma.cc/R2SW-W6SE. 

2 Id.; Så tycker de äldre om äldreomsorgen 2016 – En rikstäckande undersökning av äldres uppfattning om 

kvaliteten i hemtjänst och särskilt boende [The Seniors’ Opinion of Senior Care 2016 – A National Customer Survey 

of Seniors’ Opinions of the Quality of the Home Care and Special Housing], SOCIALSTYRELSEN, 2016, 

http://www.socialstyrelsen.se/Lists/Artikelkatalog/Attachments/20356/2016-10-2.pdf, archived at 

https://perma.cc/V3E8-QUR6.

3

 Survey instructions for 2017 are available at Brukarundersökning IFO 2017 [Customer Survey IFO 2017], 

SVERIGES KOMMUNER OCH LANDSTING, https://skl.se/tjanster/merfranskl/oppnajamforelser/brukarundersokningifo. 

11969.html, archived at https://perma.cc/ZTP9-WWBF. 

4

 Regleringsbrev för budgetåret 2017 avseende länsstyrelserna [Appropriation Instruction for 2017 Regarding the 

County Administrative Boards], Regerinsbeslut [Government Decision] III 4 of Dec. 22, 2016, http://www.esv.se/ 

statsliggaren/regleringsbrev/?RBID=18121, archived at https://perma.cc/SP4K-9YV3.

5 Regleringsbrev för budgetåret 2017 avseende Statskontoret [Appropriation Instruction for the Budget Year 2017 

Regarding the Swedish Agency for Public Management], Regerinsbeslut [Government Decision] III 9 of Dec. 20, 

2016, http://www.statskontoret.se/globalassets/dokument/regleringsbrev_2017.pdf, archived at https://perma.cc/ 

7JU4-VTEG; Statskontorets instruktion [Instruction for the Swedish Agency for Public Management] (SFS 

2007:827), http://www.statskontoret.se/om-oss/var-instruktion/, archived at https://perma.cc/53ZQ-Y8MU. 

6

 Statens Offentliga Utredningar [SOU] [Government Report Series] 2007:088 Att lära nära at 204, 

http://www.regeringen.se/rattsdokument/statens-offentliga-utredningar/2007/12/sou-200788/, archived at 

https://perma.cc/HJ8J-EZHZ.

7

 4 § 3 p. Förordning (2015:195) om ett nationellt informationssystem för skolväsendet, supra note 1. 
Government Services Feedback Practices: Sweden 

The Law Library of Congress 50

Swedish School Inspection (Skolinspektionen), must and does make this information available 

online.8

 Thus, information from all Swedish schools and the national customer satisfaction 

surveys for schools (skolenkäten) can be accessed and compared on the agency website.9

 

8 Id.; Statistik från Skolenkäten [Statistics from the National School Survey], SKOLINSPEKTIONEN (May 5, 2017), 

https://www.skolinspektionen.se/sv/Statistik/Statistik-om-Skolenkaten/, archived at https://perma.cc/Q6RE-SWEW. 

9

 Search form available at SiRiS kvalitet och resultat i skolan, SKOLVERKET, http://siris.skolverket.se/siris/ris. 

skolenkat.searchForm (last visited Oct. 24, 2017), archived at https://perma.cc/5NFR-A2QY. A 2015 

Skolinspektionen report provides an example of survey results for student guardian responses (school years 7–9, 

junior high school). SKOLINSPEKTIONEN, SKOLENKÄTEN HÖSTEN 2015 [NATIONAL SCHOOL SURVEY 2015],

http://siris.skolverket.se/siris/ris.openfile?docID=542846, archived at https://perma.cc/V2N7-CQGD. 
The Law Library of Congress 51 

United Arab Emirates 

George Sadek 

Senior Legal Analyst 

SUMMARY The Information and eGovernment Sector of the Telecommunications Regulatory 

Authority is the government body responsible for coordinating surveys measuring citizens’ 

satisfaction with government services in the United Arab Emirates (UAE). The “Your 

Voice” web page, accessible through the official web portal of the UAE government, 

Government.ae, is the central point for collecting citizens’ feedback at the national level. 

From this page, feedback may be provided through the UAE Federal Feedback Gateway or 

through other available channels, including a consultations page that allows agencies to 

elicit feedback specific to programs and policies under consideration. In addition to these 

resources, the federal government provides social media outlets and an online forum and 

blog, among other channels of communication. The UAE federal government has also 

established what is known as “SmartPass,” an online service that allows citizens to use a 

single username and password to access various government services and post their 

feedback about those services. 

The federal government analyzes citizens’ suggestions about government services and 

takes action to implement those suggestions. It also provides UAE citizens with online 

access to collected feedback. 

Collected feedback is protected by the intellectual property protection laws of the UAE. 

The Ministry of Cabinet Affairs has also stated that it is committed to respecting the 

privacy of citizens who provide feedback. Stored feedback may only be used for 

noncommercial purposes. Based on the Terms and Conditions of Usage for the UAE 

Feedback Gateway, citizens are subject to a number of prohibitions when posting their 

feedback, including a prohibition on any feedback that contravenes social norms or Islamic 

law. The Information and eGovernment Sector has the right to reject, delete, or hide any 

feedback posted by citizens that does not adhere to its policies. 

I. The Feedback Process 

A. Channels for Feedback and Communication 

The Information and eGovernment Sector of the United Arab Emirates (UAE) 

Telecommunications Regulatory Authority is the government body responsible for coordinating 

surveys to measure citizen satisfaction with the services offered by government agencies.1 The 

“Your Voice” web page, which is accessible through the official web portal of the UAE 

government, Government.ae, is the central point for collecting citizens’ feedback at the national 

level. From this page, feedback may be provided through the UAE Federal Feedback Gateway 

 

1

 “Who Maintains This Portal,” Citizen Charter, GOVERNMENT.AE, https://www.government.ae/en/footer/citizencharter (last visited Oct. 2, 2017), archived at https://perma.cc/GC2E-QLAK. 
Government Services Feedback Practices: UAE 

The Law Library of Congress 52 

or through other available channels, including a “Consultations” page that allows agencies to 

elicit feedback specific to programs and policies under consideration.2

 

B. Types of Feedback and Related Timeframes 

The government posts feedback requests in two formats: (1) requests for consultation, and (2) 

requests for suggestions. 

1. Requests for Consultation 

The web portal Government.ae gives citizens the opportunity to respond to questions in surveys 

issued by different federal government agencies concerning specific services provided by those 

agencies on a “Consultations” web page. 3 UAE government agencies use requests for 

consultation to keep the public informed and consult them on issues that may affect them, using 

the feedback obtained as input in decision-making processes related to agency policies 

and services.4 

Consultation requests have an opening and closing date.5 Those dates are determined by the 

government agency requesting citizens’ feedback.6

2. Requests for Suggestions 

Requests for suggestions are more general and consist of three possible formats: (1) suggestions, 

(2) compliments, and (3) customers’ executive or administrative remarks (complaints): 

 Suggestions are used by citizens to submit innovative ideas on how to improve the level of 

services delivered by government agencies, separate from the consultations process. Those 

suggestions could address the nature of a service, the process for the service, or the 

government employee providing the service.7 

 Compliments may be submitted by citizens who are satisfied with the level of services 

received from a government agency or employee.8

 

 

2 Your Voice in the UAE, GOVERNMENT.AE, https://www.government.ae/en/participate (last visited Oct. 2, 2017),

archived at https://perma.cc/9ZP4-DWAT; UAE FEDERAL FEEDBACK GATEWAY, https://www.mygov.ae/mygov/ 

index.aspx (in Arabic; last visited Oct. 2, 2017), archived at https://perma.cc/7DF8-9EK4. Note that many of the 

websites cited in this report are available in both English and Arabic. Some can only be archived in 

Arabic, however. 

3 Consultations, SHARIK.AE, https://www.government.ae/en/participate/consultations (last visited Oct. 2, 2017), 

archived at https://perma.cc/8PM5-APC4. 

4 Id. 

5 Audience Thoughts about MOHAP Website, SHARIK.AE, https://www.government.ae/en/participate/consultations/ 

consultation?id=1094 (last visited Oct. 2, 2017), archived at https://perma.cc/DT7F-ABU7. 

6 Id. 

7

 UAE FEDERAL FEEDBACK GATEWAY, supra note 2, “Suggestions.” 

8 Id., “Compliments.” 
Government Services Feedback Practices: UAE 

The Law Library of Congress 53 

 Executive and administrative remarks are used to post complaints about the quality of 

government services received.9 

 

Citizens may provide suggestions, compliments, or complaints at any time. However, article 9.3 

of the UAE Feedback Gateway’s Terms and Conditions of Usage provides that government 

agencies must respond to suggestions within fifteen working days from the date of receipt. If the 

nature of the suggestion requires consideration by a high-level committee, this time frame may 

be extended to thirty working days.10 Under article 9.4, a government agency may request 

additional information, documents, or studies from the person who submitted the suggestion; the 

person will then be notified of the agency’s final decision.11

C. Citizen Access to Collected Feedback 

The UAE government provides citizens with online access to collected feedback. Such 

information is posted on Government.ae under “Outcome: Decisions Taken.” Feedback is also 

visually depicted on the website through diagrams.12 

D. Other Communication Channels 

In addition to the two primary feedback mechanisms mentioned above, the government connects 

with citizens through government-sponsored social media channels, including Facebook, Twitter, 

and Instagram.13 In addition, the government offers a live-chat feature, the eGovernment forum, 

and the eGovernment blog to facilitate communication with its customers.14 

The UAE government has also established what is known as a “SmartPass” under a single signon. This online service allows citizens to use one username and password to access various 

government online services and to post their feedback about those services.15

 

9 Id., “Customers Remarks.” 

10 UAE Federal Feedback Gateway Terms and Conditions art. 9.3, https://www.mygov.ae/mygov/WebContent 

Page.aspx?pageId=009 (last updated Jan. 25, 2010), archived at https://perma.cc/U8RN-BD5N. 

11 Id. art. 9.4. 

12 Charts, “About UAE Satisfaction” & “Services Satisfaction,” First Phase of Content Development of the Official 

Portal of the UAE Government (July 2017), SHARIK.AE, https://www.government.ae/en/participate/consultations/ 

consultation?id=1088, archived at https://perma.cc/QCW6-5GAN. 

13 Telecommunications Regulatory Authority, Ministry of Communication, Policy to Monitor, Use, and Respond to 

Social Media Outlets, http://www.tra.gov.ae (in Arabic; last visited Oct. 2, 2017), archived at https://perma.cc/ 

8RZW-3P3A. 

14 “Communicating with People,” Citizen Charter, GOVERNMENT.AE, https://www.government.ae/en/footer/citizencharter (last visited Oct. 2, 2017), archived at https://perma.cc/GC2E-QLAK. 

15 The First Phase of SmartPass Service under the Single-Sign-On Initiative, SHARIK.AE, https://www.government. 

ae/en/participate/consultations/consultation?id=1099 (last visited Oct. 2, 2017), archived at https://perma.cc/XK3G53C5. 
Government Services Feedback Practices: UAE 

The Law Library of Congress 54 

The SmartPass service assists citizens in obtaining online access to the government services of 

ten government agencies and entities, including, among others, the Ministry of Interior, Ministry 

of Community Development, Ministry of Foreign Affairs, Ministry of Culture and Knowledge 

Development, Federal Electricity and Water Authority, and Insurance Authority. It is expected 

that thirty more government agencies will join the service by the end of 2017.16 

II. Requirements for Collected and Stored Feedback 

A. Intellectual Property Protection 

Based on article 13 of the Terms and Conditions of Usage for the UAE Federal Feedback 

Gateway, the information collected by the website and all content on the site is protected by the 

intellectual property protection laws of the UAE. Individuals have the right to print or upload 

information on the website for noncommercial use or publishing purposes. All information 

obtained through the operation or use of the website is considered the property of the Ministry of 

Cabinet Affairs.17

B. Privacy Policy 

Article 17 of the Terms and Conditions for the Feedback Gateway stipulates that the Ministry of 

Cabinet Affairs is committed to respecting the privacy of all user information provided through 

the website. This information includes the user’s name, email address, date of birth, gender, 

telephone and fax numbers, and any other registration information submitted by the user.18 

C. Free Online Access 

According to article 4.4 of the Gateway’s Terms and Conditions, citizens have free access to 

online services provided by government agencies. The only purpose of the Gateway is to 

develop the services provided by participating federal agencies and to communicate with citizens 

free of charge.19

D. Data Usage 

Article 5.1 of the Gateway’s Terms and Conditions provides that data stored for any personal or 

commercial purpose may not be amended or used. If an individual violates this rule, he/she must 

be prosecuted before the criminal court.20 

 

 

16 Id. 

17 UAE Federal Feedback Gateway Terms and Conditions, supra note 10, art. 13. 

18 Id. art. 17. 

19 Id. art. 4. 

20 Id. art. 5.1. 
Government Services Feedback Practices: UAE 

The Law Library of Congress 55 

E. Acts Prohibited by Users 

Article 5.3 of the Gateway’s Terms and Conditions identifies a number of prohibited acts by 

users of the website while providing their feedback. Those acts include (1) impersonating others 

while providing feedback concerning government services; (2) using the website to commit a 

criminal offense or to encourage others to engage in any conduct that would constitute a criminal 

offense according to the Federal Penal Code; (3) posting feedback that is considered 

discriminatory, libelous, harassing, defamatory, insulting, obscene, immoral, or a violation of 

Islamic law; (4) attempting to upload any content that contains a software virus, files, programs, 

or device that may alter, damage, or interrupt the functionality of the website; and (5) publishing 

or transmitting any unsolicited advertising, promotional materials, or other forms 

of solicitation.21 

F. Authority of the Information and eGovernment Sector 

The Information and eGovernment Sector has complete authority over data and content on the 

feedback-related websites. It has the right to reject, delete, or hide any feedback posted by 

citizens that it deems a security risk; abusive; vulgar; a violation of the privacy of others; a 

violation of Penal Code provisions barring indecency, obscenity, or slander; or that contains 

spam and could be interpreted as prejudiced, phobic, or hurtful to any segment of society on the 

basis of race, color, gender, nationality, ethnicity, or religion. The Information and eGovernment 

Sector also has the right to block users who are carrying out such violations.22 Finally, the 

Information and eGovernment Sector encourages citizens who notice comments and posts that 

do not adhere to its policies to notify the sector immediately.23

 

21 Id. art. 5.3. 

22 Id. art. 7. 

23 Telecommunications Regulatory Authority, Ministry of Communication, supra note 13, at 2. 
The Law Library of Congress 56

United Kingdom 

Clare Feikert-Ahalt 

Senior Foreign Law Specialist

There does not appear to be any legislation in the United Kingdom that requires government 

agencies to collect and share customer satisfaction feedback. However, there is a set of 

standards that all public transactions involving government services must follow, known as the 

Digital Service Standards.1 All public beta and live services are required to be hosted on the 

Gov.uk platform. Point 16 of the Digital Service Standards mandates that these services must 

have a feedback page to collect comments and measure user satisfaction.2 

The style that the feedback form must take is provided by Gov.uk and can be added to platforms 

for government services websites hosted on Gov.uk. The form enables users to rate their 

experience on a five-point scale, with the highest point being “very satisfied” and the lowest 

point being “very dissatisfied.”3

 In addition to the five-point scale, the rating tool has an openended question that allows users to input any other information about the service that they wish 

to provide, although space is limited to 1,200 characters.4 

Government services providers are encouraged to provide an additional in-service feedback page 

for any page it provides that is accessible via links in the footer or banner on each page. The 

Gov.uk Service Manual notes that “[t]here is no formal guidance on what questions you must 

ask. You should at least have an open-ended question about how to improve the service, similar 

to the one on the Gov.uk feedback page.”5

Hosting government services on the Gov.uk platform enables customer service scores to be 

compared across all sectors.6 Any data collected on user satisfaction must be both measured and 

shared through the performance platform at least once each month.7 

 

1 Service Manual: Digital Service Standard, GOV.UK, https://www.gov.uk/service-manual/service-standard (last 

visited Oct. 2, 2017), archived at https://perma.cc/V749-D5B7. 

2 Service Manual: Digital Service Standard: 16. Identify Performance Indicators, GOV.UK, https://www.gov.uk/ 

service-manual/service-standard/identify-performance-indicators (last visited Oct. 2, 2017), archived at

http://perma.cc/MS6J-YPU7. 

3 Service Manual: Feedback Pages, GOV.UK, https://www.gov.uk/service-manual/design/feedback-pages (last 

visited Oct. 2, 2017), archived at https://perma.cc/NV4S-9KZW. 

4 Service Manual: Measuring User Satisfaction, GOV.UK, https://www.gov.uk/service-manual/measuringsuccess/measuring-user-satisfaction (last visited Oct. 2, 2017), archived at https://perma.cc/3M27-P3BL. 

5 Id. 

6 Id. 

7

 Id.; Service Manual: Sharing Your Data With the Performance Platform, GOV.UK, https://www.gov.uk/servicemanual/measuring-success/sharing-your-data-with-the-performance-platform (last visited Oct. 2, 2017), archived at

https://perma.cc/ZZ6Q-Q8BF.