Malta. Performance of the Point of Single Contact. Performance on the PSC Criteria Gap national - cross-border Performance per industry

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1 Performance on the PSC Criteria Gap national - cross-border Performance per industry I. Quality and availability of information II. Transactionality of e-procedures 41 III. Accessibility for cross-border use IV. Usability Host Member State Temp 46 Home Member State Host Member State Business Services Construction Food, Beverages and Accomodation Personal Care EU28+ Overall (MT) Obligatory (MT) Voluntary (MT) EU28+ EU28+ The PSC assessment The PSCs are assessed by mystery shoppers according to four PSC Charter criteria, which are displayed in the upper left corner: 1. Availability of information indicates to what extent information about a procedure is available online. 2. Transactionality of e-procedures indicates to what extent one can complete a procedure online. 3. Cross-border accessibility indicates to what extent the portal is accessible for foreigners. 4. Usability indicates the ease and speed of use of government procedures. Mystery shoppers have assessed the PSCs from the perspective of three scenarios: - Permanent establishment of a business in their home country; - Permanent establishment of a business in another EU28+ country; - Cross-border provision of temporary services. Overall scores for these scenarios are presented in the spider chart above, and are benchmarked against the EU28+ average. The performance of the PSCs is measured across four major industries, which are: - Business Services; - Construction; - Food, Beverages and Accommodation; - Personal care. The results per industry are displayed in the column chart above. This chart shows differences per industry and deviations from the EU28+ average.

2 Performance per subcriterion EU28+ Average Score EU28+ Average Score (Overall) Country Score Quality and availability of information Degree of available information Navigation tools & retrieval of information Structure of information Transactionality of e-procedures Procedures e-completion & Transactionality Payment tools Track & Trace 62 Accessibility for cross-border users e-completion by foreign user Distinction establishment & service provision Multilingual Usability Availability & quality of services Ease of use Speed of use POOR PERFORMERS AVERAGE PERFORMERS VERY GOOD PERFORMERS % 75% % The bar chart above presents the performance of the PSC on the PSC Charter criteria and sub-criteria. The bars and blue figures represent the country score per criterion/sub-criterion. The country scores are benchmarked against the EU28+ average, as represented by the purple figures in each of the respective bars.

3 Performance per requirement Quality and availability of information Transactionality of e-procedures Cross-border accessibility Usability Company registration General business license Recognition & special licenses Operations and location Tax and financial* Social security* Employing cross-border* % 75% % % 75% % % 75% % % 75% % Country Score EU28+ average to % POOR PERFORMERS to 75% AVERAGE PERFORMERS 75 to % VERY GOOD PERFORMERS Score per requirement The graph above presents the scores for the seven categories of administrative requirements per PSC Charter criterion. The categories of requirements are displayed on the left. The score of each of the requirements is benchmarked against the EU28+ average. * This category of requirements is not obliged under the Services Directive and can thus be perceived as voluntary requirements

4 Policy Context of the Point of Single Contact Status and progress Background Trend and evolution Structure of the PSC With launch of the new portal in 12, made a major The PSC of is a self-standing portal that exists separately from the breakthrough in overall quality of PSC services. Before the launch general governments website. It is aimed purely at companies. The ranked as average performer, but the two subsequent assessments rank portal provides extensive information on the business procedures, but for among the middle ground to high performers. completion of the procedures, it redirects users in most cases to other business portals. The role of the PSC is to provide information on Looking at the four criteria, the availability of information has consistently procedures and inform users on where these procedures can be found: it performed well in the last two studies recording a high degree of is an entry point. Strategy and policy objectives The strategy identifies three main strategic themes: Digital Business, Digital Government and Digital Citizen. Guiding Principles are: - Online government services will be organised around customers needs and will embrace EU building blocks. - Citizens and businesses will benefit from a one stop shop concept. They will be able to access services from their home or office. - Practices such as one face to government, one-login, service-personalisation and ask-only-once will be the driving force. information provided and good tools facilitating navigation. In comparison to 11/12, however, the key step forward was made as regards the Based on: transactionality of e-procedures with increased number of available - Digital National Digital Strategy 14. The strategy is online procedures and implementation of track-and-trace mechanisms. a policy document that will guide the country to attain the Vision However, there is still room for improvement, in particular with regards to that will prosper as a digitally-enabled nation in all sectors of online payment tools. Governance society. On accessibility to cross-border users, s score in 14/15 is significantly higher on the sub criteria e-completion by foreign user and distinction establishment & service provision than the EU average, The body responsible for managing the PSC is Enterprise, under which accounts for progress in comparison to the scores from the 13 the Ministry for the Economy, Investment and Small Business. At a policy assessment. As for general usability of the portal, the 11/12 study level, Enterprise is responsible for the PSC as well. observed the following Overall the use and usability of the Maltese PSC Information Technology Agency (MITA), which falls under the remit of the was perceived to be quite good which was echoed by above average Ministry for the Economy, Investment, and Small Business, is responsible scores in 13 and 14/15. for the wider egovernment strategy. A Governing Board for the Digital strategy was set up that provides leadership to stakeholders in implementing the strategy. It will bring about a effort across all stakeholders, address any issues, and mitigate risks. Initiatives Currently, there are initiatives in the field of: esignatures eid eforms Platform for the creation of eservices Online Payment Gateway. The eforms Platform is linked to the Payment Gateway, the eid and in the future, it will also be linked to esignatures. Additionally for each eservice deployed on the eforms platform a comprehensive description of the necessary steps and service requirements is provided together with a status bar indicating all the stages of the business lifecycle.

5 Point of Single Contact The Way Forward Strengths Running initiatives on the implementation of esignatures, eids, and an online payment gateway support further development of the PSC; Weaknesses E-signature is - still only in the process of implementation and is not fully operational; The distinction between permanent establishment and temporary requirements is clear for foreign users. This is There is work to be done in relation to the online payment tool, which would enable entrepreneurs, an reflected in a high performance on the ecompletion by foreign users. It is possible to access the portal with easier manner in which to fulfil financial obligations when completing an online service. governmental services for foreign users without an e-id for foreign users (this e-id on the other hand is required for national users) which makes the portal easy to use for foreign users. has a good and complete track and trace mechanism in place, resulting in the highest possible performance on this element of the PSC. From a cross border perspective, the mystery shoppers indicate that many of the government services could be obtained online from across the borders (without having to go to physical offices or having to print forms or mail documents) and that the information provided to foreign users was clear and understandable. The portal is structured to reflect the business lifecycle from starting up to winding down (as indicated by a national representative of ). This to a great extent supports the usability of the PSC, resulting in a good performance on this criterion of the PSC. A Governing Board for the Digital strategy was set up. It provides leadership, mentorship and support to stakeholders in understanding and implementing the Strategy. Furthermore, this Governing Board coordinates effort across all stakeholders, address any issues, and mitigate risks which strengthen a uniform implementation of the portal. Recommendations Overall, the quality of s PSC is reaching a top 3 position, being the 4th best performing country overall. Improvements are still required to reach the standards of the PSC charter. Areas of improvement are: 1. To further improve ecompletion for users of the portal the implementation of an online payment gateway is recommended; 2. should consider implementing user monitoring tools to further improve the usability of the PSC.