It is an open platform for service users to drop their comments and feedback on the services that they have availed. The tool will have provisions for data collection, analysis and report generation. It will also create avenues for the service users to rate the quality of service delivery.
SET comprises of three feedback channels:
1. Take an open survey: This survey is based on the SET questionnaire and is open for any service user who would like to share their experiences with regard to the quality of service delivery.
There is also a targeted survey based on the SET questionnaire. For you to be part of the targeted survey, you would firstly have to avail a service and secondly be selected by the system as one of the randomly selected respondents. Once you are selected as a sample respondent, SET will facilitate collection of near-real-time data by nudging service users through:
- SMS survey: You will receive an SMS notification that will link you up with the online SET questionnaire. Please, take some time to rate the service in case this happens. OR
- CATI survey: An interviewer will be reaching out to you and will carry out Computer Assisted Telephone Interview (CATI) using the SET questionnaire to gather your experience with regard to the service quality.
2. Share feedback: This is an open ended channel for any citizen to provide specific feedback on the service availed. Both positive and negative feedback are encouraged.
3. Take a poll: This is an open access poll for citizens to share their perceptions and insights on various matters related to service delivery quality.
SET questionnaire is a structured questionnaire comprising 10 indicators under the five parameters of accessibility, timeliness, attitude, integrity and feedback.
The service providing agencies will be rated by a sample pool of service users over a period of a year. The ratings will either occur through SMS notified self-administered survey or through Computer Assisted Telephone Interview (CATI) using SET questionnaire. The ratings from the 10 indicators will be aggregated into a SET score of 100. An annual average will be computed by service type and service providing agency.
The SET score uses a simple method of addition. The 10 indicators under the five parameters run on a Likert scale of 1 to 10 with each indicator score of 10 and an overall total hundred.
| SN | Parameter | Indicators | Total Score |
|---|---|---|---|
| 1 | Accessibility |
1. Information (1(min) to 10 (max)) 2. Direction (1(min) to 10 (max)) |
20 |
| 2 | Timeliness | 1. Waiting time (1(min) to 10 (max)) 2. Turnaround time (1(min) to 10 (max)) | 20 |
| 3 | Attitude |
1. Courtesy (1(min) to 10 (max)) 2. Effective communication (1(min) to 10 (max)) |
20 |
| 4 | Integrity |
1. Impartiality (1(min) to 10 (max)) 2. Morality (1(min) to 10 (max)) |
20 |
| 5 | Feedback |
1. Adequate Channel (1(min) to 10 (max)) 2. Confidence (1(min) to 10 (max)) |
20 |
| Total | 100 |
Due to the costs associated with SMS notified self-administered questionnaires and Computer Assisted Telephone Interview, not all service users will be reached out for the survey, instead, computer-assisted simple random samples will be autogenerated. Only those selected in the random samples will be reached out either through SMS notification or through the telephonic survey.
Yes, please find below the instructions/guide for filling in the questionnaire.
A brief summary of the results is shared in near real-time on the home page
Yes! If you have not been reached out through SMS notification or through telephone, then you may provide feedback using either of the following:
1. Take an open survey: This survey is based on SET questionnaire and is open for any service user who would like to share their experiences with regard to the quality of service delivery.
If you have recently availed a service but have not been selected by the system as one of the sample respondents, then you have the platform to rate the service through Take an open survey.
2. Share feedback: This is an open ended channel for any citizen to provide specific feedback on the service availed.
Please provide quick feedback through Share feedback.
3. Take a poll: This is an open access poll for citizens to share their perceptions and insights on various matters related to service delivery quality.
Based on the pretests, the survey questionnaire takes around 5 to 10 minutes depending on the qualification of the respondent and the flow of the survey. However, sharing feedback would take less than 5 minutes.
Except for the system sampled respondents who will be reached out either through SMS notification or through telephone, you are invited to participate in the Take an open survey and Share feedback, an indefinite number of times and as long as you have feedback to share.
In the long run, the tool will be used to rate all the commonly availed services but for time being the following services are open to being rated:
- Issuance of new CID/SRP card of Department of Civil Registration and Census
- Move-in and move-out (Inter Dzongkhag census transfer) of Department of Civil Registration and Census
- Land transaction (purchase and sale) of National Land Commission Secretariat
Yes, every rating/feedback collected will be used to make informed decision making. Respective service providing agencies will be using this feedback to further improve service delivery. Rating scores will be part of the monitoring and accountability system. We highly encourage you to provide feedback through the aforementioned channels.
Yes, you may submit feedback on behalf of someone so long the experience is authentic.
Yes, please submit questions to be featured on the open poll to this email address set@rcsc.gov.bt
Yes, feedback on the content, flow, display or any other comments/suggestions related to the platform or the questionnaire is welcome. Please submit your insights to this email address set@rcsc.gov.bt