The State Comptroller's Office Public Participation Process
Involving the public in auditing the quality of services provided by the Israel Postal Company
The Office of the State Comptroller and Ombudsman in isreal aims to increase transparency and to encourage public involvement in its activities. To this end, in July 2017 the office appealed to the public to provide feedback about the quality of services received from the Israel Postal Company. Sheatufim was engaged to manage the public participation process for the office.
Background
The Israel Postal Company Ltd. is a government company that began operating in March 2006 in accordance with the license it received under the Postal Law-1986. In January 2008, the Ministry of Communications published the Postal Company’s license, which, among other things, determines the obligations of the company regarding quality standards of service, including target delivery times. In addition, the license set the average queuing time targets in the various postal branches.
In February 2015, the Ministry of Communications granted the Postal Company a new license, which set service quality targets. In addition, the company underwent a process of streamlining, in the framework of which the company fired many employees, unified distribution areas and increased the frequency of distribution of mail to recipients' homes.
As part of the audit, the State Comptroller's Office published a short, online questionnaire asking the public to express their opinion on the quality of the services provided by the Postal Company, including:
• the service at the post offices branches,
• the “mobile Post” service provided to residents in the periphery and small settlements
• the postal delivery service and other services.
More than 10,000 people answered the online questionnaire distributed in social media and the press.
The purpose of this procedure was to obtain information from the general public, which uses postal services. The information received will help focus the audit issues and deepen the insights and findings as a complement to the audit process. The audit work will be published in 2019.
להמשך קריאה