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Convenience

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What are the means by which services were accessed (online, offline, both, etc.)?

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Is it available online?

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Other preferences

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Is the service available nearby, open when I can go, if online do I know which platform I should access?

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What kind of documents required to access the services?

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If theymgot what they needed without errors

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If theymgot what they needed without errors

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Helpfulness

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Is there a feedback mechanism?

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When can I expect a response?

What is missing with my application to ensure it gets through

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The Clear procedures

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Fair

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Approacable

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If the agency was able to address the concern or provide the service

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The responsiveness

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efficiency

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Meet the user expectation

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online and offline survey

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anyone who availed of the service (via mail, email, physical form at the office of the agency, social media, website etc.)

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demographic profile of the citizens/users responding to the survey

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Clear and specific responses

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consistency of services provided