The aim of servizz.gov.mt is more than just a simple electronic system. It is the introduction of a new concept of a relationship between government and the public, through which government is putting into practice a policy of transparency and accountability. servizz.gov.mt is part of the e-Government programme underlining the new form of democracy called e-democracy. The motto, Help us to provide you with a better service, sum up the final objective.
servizz.gov.mt is accessed through the main government portal, www.gov.mt and by clicking on the servizz.gov.mt banner.
“Once a suggestion, complaint or a request is submitted, a reference number is automatically displayed for the citizen to note. Through this reference number, users can follow the progress of their request or complaint on the same website, by clicking on the ‘fiex wasal’ section”.
“Although the majority of emails received so far were complaints, we are confident that as time passes more individuals will be using servizz.gov.mt to put forward practical suggestions and ideas,” he said.
“At the same time, one should not underrate complaints,” said Mr Grech. “In the last two months, there were hundreds of individuals who have seen their complaints being tackled and solved by the department or entity concerned. In the vast majority of cases, these were closed in a matter of a few days to the complainant’s satisfaction. This approach increasingly adds to the credibility of servizz.gov.mt as an effective and efficient tool.”
“By using servizz.gov.mt one does not need to refer his complaint to a minister or a member of parliament, or some senior official in the public service or public sector in order to get things done. Anyone, whoever she or he is, can use this service and get a direct reply – in most cases, in a matter of a few days,” said Mr Grech.
The new service makes it much simpler for the public to air their views through the internet from the comfort of their home or their office, rather than phoning or visiting various departments. For the benefit of those who do not possess a computer or are not proficient enough in information technology, all the local councils in Malta and Gozo are offering this service.
Around 400 trained public officials, situated in various departments and other entities, are in a position where they can handle requests for information, complaints, comments and questions submitted by the public.
This customer care service has been set up in fulfillment of an electoral promise made by the present Government. “Week after week, since its official launch in November last year, more people are becoming aware that servizz.gov.mt presents a significant shift in favour of the individual. Credibility for servizz.gov.mt is on the increase as more individuals try the service and find that it really works. Through this system, the government is putting into practice a policy of transparency and accountability,” said Mr Claudio Grech.
Quelle: Di-ve
