Cost of Availing Service Measured Directly

Number of trips made for the service
Average travel cost of making each trip
Average waiting time in each trip
Estimate of wage loss due to time spent in availing the service
Total time elapsed in availing service
Amount paid as bribe to functionaries
Amount paid to agents to facilitate service
Overall Assessment
Preference for manual versus computerized systems
Composite score: Measured on a 5-point scale factoring in the key attributes of a delivery system that are seen as being important by users
Quality of Service: Interaction with staff, complaint handling, privacy, accuracy measured on a 5-point scale
Satisfaction with the location of the service delivery center/office
Convenience of working hours of the service delivery center/office
Overall attitude of the functionaries in terms of courteousness and friendliness
Timeliness of response to queries by clients
Satisfaction with the mechanism for complaint handling and problem resolution
Perception about the confidentiality and security of data
Satisfaction with the overall quality of service
Quality of Governance: Transparency, participation, accountability, corruption measured on a 5-point scale
Level of corruption in the current working system
Awareness about the citizen charter
Adherence of the time frame for service delivery (elapsed time) to that specified in citizen’s charter
Financial loss due to delay in availing the service
Type/kind of financial loss incurred due to delay in availing the service
Extent to which government officials can be held accountable for their actions
Whether the rules and procedures are simple and stated clearly
Whether the agency takes responsibility for the information shared
Does the agency provide any feedback and what is the quality of response to queries?
Perception about the overall quality of governance