Quality Label

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 understandin​g 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 h​ere​.