Association for community self-organization assistance in coalition with Odessa’s community institute of social technologies made the public monitoring of the central executive authorities’ telephone «hot lines». The project was supported by International Renaissance Foundation.
The audit included 450 control calls to 30 most popular «hot lines» of ministries and others central executive authorities, as well as analysis of access to information on these lines, studying the regulatory framework, organizational and legal documents, which regulate their work.
Based on these data, there was made the first in Ukraine Rating the quality of work of most popular telephone «hot lines». The experts compared them to each other according to 30 indicators based on the methodology, which was developed by research performers. These indicators were divided into three groups:
- «Normative and organizational support of telephone «hot lines» of central executive authorities»
- «Information transparency and accessibility of central executive authorities on their telephone «hot lines»«
- «The quality of the telephone «hot lines» of central executive authorities».
In the first group of indicators, «Normative and organizational support of telephone «hot lines» of central executive authorities» highest amount in 20 points scored at the same time 3 «hot lines»: Government «hot line», line of the Ministry of health of Ukraine and the Ministry of Defense of Ukraine. On the second place with total score in 15 points, there is the «hot line» of State Treasury Service of Ukraine. Total amount in 11 points for the I group of indicators also got 3 «hot lines»: the Ministry of Justice of Ukraine, Ministry of Infrastructure of Ukraine and the State Migration Service of Ukraine.
Half of central executive bodies – participants of public monitoring did not receive any points for ranking results in this category.
In the second group of indicators, «Information transparency and accessibility of central executive authorities on their telephone «hot lines»« the maximum amount in 50 points scored Government «hotline». In second place with 38 points is the «hot line» of the State Agency of Land Resources of Ukraine. Third place with 35 points won the telephone line of State Fiscal Service of Ukraine.
No score for this group of indicators have not received Ukraine State Inspection on Price Control and the State Inspectorate of Ukraine on land transport security.
In the third group of indicators, «The quality of the telephone «hot lines» of central executive authorities», the highest amount in 39.8 points again got Government «hot line». In second place with 34.5 points, there is the State Fiscal Service of Ukraine. Moreover, the third place in terms of quality of telephone “hot lines» won the State Inspectorate of Ukraine on Labor.
Experts could not evaluate the quality of the hotlines of Ministry of Social Policy, the State Sanitary and Epidemiological Service of Ukraine and the State Inspectorate of Ukraine on land transport security in any ball.
The absolute leader in the overall ranking is Government «hot line», which, according to the methodology, received 109.8 points out of 150 possible.
The top three also includes the State Fiscal Service, which received 74.5 points and Ministry of Health with 69.7 points. Instead, on the back of the list with the complete absence of marks found itself the State Inspectorate of Ukraine on land transport security.
Monitoring results suggested a set of proposals to improve the system of «hot lines». In particular, it is developing the necessary amendments to the legal framework, the Model Regulations on the work of «hot lines» that will provide standards and norms of their work, the widespread use of free 0-800-… formats; bringing order to inform the public about the numbers of «hotlines»; technical equipment of relevant departments; the ability for citizens to track the progress of requests on the website; enter the tool «assessment of service» on a 5-point scale after the conversation with the operator and others.
The package of concrete proposals to the data analysis will be provided to the Prime Minister of Ukraine.
This is the second such monitoring evaluation of telephone “hot lines” of government and central executive authorities. The first was conducted by the same coalition of NGOs in 2012-2013.