The Office of One-Stop-Shop together with the Employee Support Programme within the People and Standards Division, achieved the Quality Label in 2023 and 2024 respectively.
The Quality Label is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (
voice and understanding the customer,
design and implementation of policies and services that meet customer expectation,
delivery of a quality service and
accountability, where people become part of the excellence of the service provided), the 5 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Empathy, Assurance and Tangibles), Directive 4-2 and any other directives or policies which establish quality standards within the Public Administration.
Our Quality Service Charter of the Office of One-Stop-Shop can be accessed from
here (MT) and
here (ENG) and the Charter for the Employee Support Programme can be accessed
here (MT) and
here (ENG).
With the achievement of the Quality Label, both entities are committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label. More information on the Quality Label can be accessed from
here.
