State Social Insurance Agency top for client satisfaction in Latvian public sector

According to data of the Public Administration Customer Satisfaction Survey, Latvian citizens are most impressed by the customer services provided in the public sector by the State Social Insurance Agency. 

The next most frequently mentioned authorities by more than 1,000 respondents were the State Revenue Service and the Office of Citizenship and Migration Affairs, followed by the State Police, State Employment Agency, Latvian Post and municipal councils. (3%). Survey data shows that these are also the most frequently visited public administrations in the last three years. 

An analysis of how citizens approach public administrations shows a drop in face-to-face visits (currently 68%) and an increase in the use of e-services, which now stands at 15% (compared to 6% last year). E-mail help (8%) or help via phone (7%) is less frequent, but the least-used methods of all are mail (2%) and the institution's website or social network accounts (1%). 

The use of e-services (35%) and communication via e-mail (15%) were particularly popular among clients of the State Revenue Service. 

When asked whether the services they received met the criteria of good governance, 82% of the respondents confirmed that the staff at their last contact had been knowledgeable and professional. The same number of respondents said that the staff of the institution were considerate.

For the fifth year in a row, the State Chancellery has conducted the customer satisfaction survey among public administration in order to ascertain public attitudes towards civil service bodies in general, obtain more detailed information on public interactions with public authorities and find out which institutions are most appreciated. 

The research was carried out in cooperation with market and public opinion research center SKDS. In 2019, a population survey was conducted from 6 to 18 September, involving 1,015 respondents aged 18-75 throughout the territory of Latvia.

The full research is availabe to read online (in Latvian only).

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