State Comptroller Matanyahu Englman published a special follow-up report on public service in government-related bodies and said that service quality at some of them is still far from satisfactory, especially when it comes to telephone call centers. In the report, he said the main problem remains the accessibility and performance of the hotlines used by the public.
The review found that the Population and Immigration Authority, the Transportation Ministry, the Tax Authority, and the Israel Land Authority all received weighted scores below the average. The findings point to persistent weaknesses in the way citizens receive service from major public agencies.
The audit examined seven public bodies in total: the National Insurance Institute, the Tax Authority, the Population and Immigration Authority, the Transportation Ministry, Amidar New Company, Israel Electric Corporation, and the Israel Land Authority. The report is a special monitoring review focused on whether earlier service improvements had been implemented.
Englman’s conclusion was blunt, saying that service levels in part of the public sector remain insufficient. The report did not announce penalties or new enforcement steps, but it highlights the need for continued improvement, particularly in telephone-based service channels.
