Description of the agency’s structure
The head of Servizz.gov is the Chief Executive Officer. The CEO is assisted by six Heads of Departments, namely Head (Operations), Head (Corporate & HR), Head (ICT), Head (PR & Marketing), Head (Finance & Procurement) and Head (Research & Development). Other staff members are also employed with the agency to support the administrative and operational aspects of the agency. Besides head office staff, a number of customer-facing agents as well as call centre agents are also engaged with the agency through a private contractor.
Description of functions and responsibilities
Servizz.gov is the agency bringing all government services together. It is a bridge between the Public Service of Malta and the general public, making government services more accessible. Servizz.gov was set up by LN171/2016.
General description of the categories of documents the agency holds (including exempt documents)
- General office administration documentation including those related to service provision, quality, human resources, finance and accounting, contract management and ICT/Data procedures and processes.
- Basic information on the agents that are providing the service on behalf of Servizz.gov, those at call centre and those at hubs.
- Basic information on the general public that require a customised individualistic service from the agency, with respect to particular government services.
Description of all manuals and similar types of documents which contain policies, principles, rules or guidelines in accordance with which decisions or recommendations are made in respect of members of the public (including bodies corporate and employees of the public authority in their personal capacity)
- Public Service Management Code
- Financial and Procurement Regulations
- Public Administration Act
- Legal Notice 171/2016
- Internal SOPs (Standard Operating Procedures)
- Service manuals in use by agents, for the provision of customer service
Statement of the information that needs to be available to members of the public who wish to obtain access to official documents from the public authority, which statement shall include particulars of the officer or officers to whom requests for such access should be sent
FOI Officer
Servizz.gov Head Office
Victoria Centre, Level 2,
Valletta Road,
Mosta, MST 9012
Details of Internal Complaints Procedure
An applicant whose request for information is refused, or who is otherwise not satisfied with the information provided, its format or the extension of the deadline for the submission of the notification indicating whether a request would be met or not, may address a complaint at Servizz.gov Head Office, Victoria Centre, Level 2, Valletta Road, Mosta MST 9012.
Complaints may be submitted to the Public Authority by e-mail, or through the FOI portal https://foi.gov.mt via the e-ID or through the online form.
The complaint should be addressed to the Public Authority’s FOI Officer, who shall bring the complaint to the attention of the officer responsible. The officer responsible shall reply to the applicant within 10 working days from the receipt of the complaint. The applicant shall also be informed that he or she may appeal the decision or otherwise address a complaint to the Information and Data Protection Commissioner in accordance with the Freedom of Information Act (Cap 496 of the Laws of Malta).
The officer responsible shall inform the applicant of the decision taken with respect to his or her complaint, and in the event of confirmation of a decision not to release the pertinent information, shall explain the reasons thereof. Whenever the applicant’s complaint is related to the format of the information provided or to an extension of the deadline for the submission of the notification indicating whether a request would be met or not by the Public Authority and the original decision is upheld, the applicant shall be given an explanation as to why his or her complaint cannot be positively addressed.
An applicant may also make use of the Internal Complaints Procedure to report failure to meet deadlines or to send notifications. In those cases where the request for information can be met but has not been met within the deadlines specified by the Act, the officer responsible shall waive any applicable fees for the submission of information.
Public Authority Contact Details
Address:
Victoria Centre,
Level 2,
Valletta Road,
Mosta, MST 9012
Website:
Servizz.gov.mt
Email: