Citizens are most satisfied from the operations of the Central Register, receiving the highest mark (5) by 51 percent of respondents, whereas the lowest average mark is given to social affairs centers and the Ministry of Interior's department for personal documents (3.6), shows a survey by the Ministry of Information Society and Administration over citizens' satisfaction from state institutions.

The Ministry has also introduced the 'secret client', who visits institutions, but also evaluates them regarding their telephone services.

Minister Ivanovski said at Monday's press conference the survey and the secret client were carried out in period June-July in 11 state institutions and three municipalities selected at random - Kisela Voda, Sveti Nikole and Prilep, as well as branch offices having large citizens' frequency.

Central Register employees received the most positive opinion from respondents (68.3 percent).

"Central Register information are the easiest to obtain, whereas the hardest to get is data from the Property and Legal Affairs Office. Citizens are mostly sent from one window to another at the social affairs centers, while the single window system is least observed at the Pension and Disability Insurance Fund", said Ivanovski.

Regarding the three municipalities, citizens were most satisfied in Prilep and least in Sveti Nikole.

The Ministry will draft an action plan and meet with institutions' leaderships in order to locate the accountability and overcome deficiencies.

The surveys provide standardized service quality measurement and institutions' ranking according to obtained results, with the aim of achieving competitiveness, implementation of projected reforms in the public administration, as well as service-oriented institutions.

Institutions were evaluated according to their professionalism, courtesy of staff, benefit of obtained information, queue time, period of case settlement, forwarding from one window to another, requirements for additional documents, but also access for disabled persons, hygiene, temperature, window designations, window clerk attitude, availability of forms, observance of the single window system etc.