How satisfied are people with public administrations and their services?
This question was recently at the centre of a survey conducted by ILRES on behalf of the Ministry for the Civil Service. 1,018 residents from different age groups were included in the survey.
72% of interviewees stated that they approve of the quality of services, only 5% disapproved. 71% believe that it is easy to establish contact with the different administrations.
The services that people consult the most are those from the healthcare sector, particularly during the pandemic. Most people use MyGuichet.lu for this purpose, followed by phone calls and emails.
Minister for the Civil Service Marc Hansen commented: “One of the biggest findings is that there has been a major change in that people mostly use digital means, which was not the case in 2015. And then people are also happy that they can use several means of communication, including online consultations via guichet.lu or simply phones.”
According to the Minister, people are generally satisfied with services and have trust in them.
For instance, 88% of interviewees believe that the government is managing their personal data well. 81% think that the employees with whom they have been in contact were competent.
Despite clear progress having been made since 2015, the Ministry still wants to work on several issues, explained Minister Hansen: “Looking at the details of the survey, we realise that opening times of offices are important. One of the things that people suggested is to adjust opening hours. We now have to evaluate the different ones and see what we can do.”
It is also the ambition of the Ministry to improve the response time to people’s requests.
People should further be integrated in the decision-making process, which is why a special website has been created so that feedback can be provided directly.
