Use this worksheet to examine whether a public-facing process works for a person who has no private connection, political access, famous name or influential intermediary.
Define the service
- Institution or service: name the exact office, programme or public-facing process.
- Ordinary user: describe the person’s legitimate purpose without recording unnecessary personal information.
- Expected outcome: identify the decision, document, service or explanation the process should provide.
- Review period: state the dates or sample window being examined.
Use a simple evidence scale
Score each statement 0 when the safeguard is absent, 1 when it exists inconsistently or cannot be verified, and 2 when it is published, usable and supported by a reliable record. Use N/A only when the item genuinely does not apply.
Procedure and access
- The requirements are available before a person begins.
- The procedure can be understood without a private intermediary.
- Fees, required documents and eligibility rules are stated accurately.
- People with disabilities, language needs or limited digital access have a usable route.
Tracking and time
- A request receives a dated acknowledgement or reference.
- The expected response time and current stage can be checked.
- Delay is explained and does not silently reset the person’s place.
Decision and correction
- The outcome records the rule or reason used.
- Similar cases can be compared without exposing private case details.
- A person can correct an error or request review without finding someone influential.
Private-access warning signs
- The process moves only after an unofficial call or introduction.
- Requirements change after the identity or affiliation of the applicant becomes known.
- Staff cannot explain why comparable cases received different treatment.
- People are encouraged to find a helper instead of receiving a usable procedure.
Turn the score into action
Do not treat the total as a scientific ranking. Use it to identify the weakest safeguard, the evidence still missing and one correction that can be assigned and reviewed. A useful action record names the responsible role, the change required, the evidence of completion and the next review date.
The unknown citizen should not need private recognition before the public procedure recognizes the claim.
Privacy and fairness
Audit the process, not identifiable individuals. Remove personal data from examples, distinguish documented facts from allegations, offer a right of response where findings concern a responsible office and avoid publishing security-sensitive operational details.