The principle of good governance requires a welcoming and respectful attitude by State or local government authorities towards private individuals. This includes not only the obligation of the institution to act in accordance with regulatory acts, but also to constantly improve the quality of the services provided to people, taking into account that the public administration serves the people.
Example: I want to make a new passport; this can only be done with a prior appointment. There is an option to sign up on the website of the passport department or to do it by phone. I don’t have internet access and no one is answering my calls.