Responsiveness - the willingness to help, assist, and provide prompt service to citizens/clients and/or business
Reliability (Quality) - the provision of what is needed and what was promised, in accordance with the policy and standards, with zero to a minimal error rate.
Access & Facilities - the convenience of location, ample amenities for a comfortable transaction, and the use of clear signage and modes of technology.
Communication - the act of keeping citizens and business informed in a language they can easily understand, as well as listening to their feedback.
Costs - the satisfaction with timeliness of the billing, billing process/es, preferred methods of payments, reasonable payment period, value for money, acceptable range of costs, and qualitative information on the cost of each service
Integrity - the assurance that there is honesty, justice, fairness, and trust in each service while dealing with the citizens/clients and businesses.
Assurance - the capability of front line staff to perform their duties, product and service knowledge, understanding citizens/clients needs, helpfulness, and good work relation
Outcome - the rate in terms of achieving outcomes or realizing the intended benefits of government services.