Best practice Cases of the 4th Quality Conference for Public Administration in the EU
A Leap Forward in Service Quality: The On-Line Renewal of Vehicle Licences
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Country: |
Malta |
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Organisation: |
Ministry for Industry, Investment and Information Technology |
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www homepage: |
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Contact person: |
Joe Schembri |
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Address: |
168, Strait Street, Valletta, Malta |
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E-mail: |
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Phone: |
00356 226808 |
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Fax: |
00356 250700 |
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Level: |
State |
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Sector: |
Transport and communication |
Short description of the case:
The On-Line Renewal of Licences is a web application which allows Maltese citizens to renew their vehicle road licences on-line, to pay any outstanding contraventions, to upgrade the road licence to entrance to the capital city and to check their next Vehicle Roadworthiness Test (VRT) from any place with an Internet connection. Furthermore, the web application is integrated with the Local Enforcement System, which allows traffic wardens located in any street in Malta to register and manage traffic contraventions of various kinds. The system has meant that citizens can renew their licence from home. It has also meant a huge transformation in the way resources are deployed and work is organized in a key Government Department
Main feature of the case:
- Committed leadership in translating vision into action
- Innovation and implementing change
Key words:
e-government, on-line delivery, public sector project management, change management, public-private partnership, technology-induced change, service take-up, organisational transformation, citizen satisfaction, performance improvement, role of Government, licences renewal, transport services
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)