The parameter emphasizes the principle of information sharing on processes involved in accessing services. It also aims to evaluate the facility layout and design of the service centre as to how easy it would be to locate it by the service users.

The parameter aims to evaluate the time taken by service users to receive the service. Waiting time is one of the two measures of the parameter. Excessive waiting times may affect not only the perception of the quality of the service but also the expected impact of the service. Likewise, the other measure, which is turnaround time, refers to the processing time starting from the time they reached out to a service provider in a service centre.

An appropriate attitude of frontline employees positively influences the level of service user engagement. The parameter focuses on assessing basic etiquette principles that service providers would need to apply when interacting with their users, such as displaying a welcoming attitude and courtesy amongst others.

The parameter aims to evaluate the service provider’s level of commitment to integrity, fairness, and transparency by providing equal access to services to every kind of service user without any biases and prejudices.

Feedback channels provide service users with the freedom to provide open and honest reactions, which can be referred for service delivery improvement. The parameter provides avenues to assess if there are adequate feedback channels and whether service users are open to providing feedback.