Government online service attracts 452 entries

The online service servizz.gov.mt has attracted 452 entries since it was officially launched in mid-November. These consisted of 228 complaints, 136 requests for information and 88 suggestions.

"Servizz.gov.mt offers a channel for an individual to submit suggestions how a government service can be improved. One can also put forward a complaint, or a request for information from the civil service and from those entities, agencies and authorities set up by the government" Claudio Grech, the e-government programme manager, said.

The service is accessed through the main government portal www.gov.mt by clicking on the servizz.gov.mt banner.

Once a suggestion, complaint or 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.

Mr Grech said that although the majority of e-mails received so far were complaints, he was confident that, by time, more individuals would be using the service to put forward suggestions and ideas.

Nonetheless, one should not under-rate complaints, he said.

"Over the past two months, there were hundreds of individuals who saw their complaints being tackled and solved by the department or entity concerned. In the vast majority of cases, the issues were resolved in a matter of days. This approach increasingly adds to the credibility of servizz.gov.mt as an effective and efficient tool," he said.

He observed that the new service made it simpler for members of the public to air their views through the internet from the comfort of their homes or offices rather than having to phone or visit the various departments.

Those who do not have a computer or do not know how to use one, can use computer services at local councils.