The online service, servizz.gov.mt, has attracted no fewer than 452 entries since it was officially launched in mid-November last year. Although 228 were complaints, there were 136 requests for information, as well as a healthy number of suggestions amounting to 88.

"Open to any person in Malta, servizz.gov.mt offers a channel for an individual to submit suggestions how a government service can be improved. One can also put forward a complaint, or a request for information from the civil service and from those entities, agencies and authorities set up by government," Claudio Grech, e-Government programme manager, said.

The service is more than just a simple electronic system. It is the introduction of a new concept of a relationship between government and the public, through which government is putting into practice a policy of transparency and accountability.

servizz.gov.mt is accessed through the main government portal, www.gov.mt, and by clicking on the servizz.gov.mt banner.

"Once a suggestion, complaint or a request is submitted, a reference number is automatically displayed for the citizen to note. Through this reference number, users can follow the progress of their request or complaint on the same Website, by clicking on the 'fiex wasal' section.

"Although the majority of e-mails received so far were complaints, we are confident that in the future more individuals will be using servizz.gov. mt to put forward practical suggestions and ideas," Mr Grech said.

"At the same time, one should not underrate complaints. In the last two months, there were hundreds of individuals who have seen their complaints being tackled and solved by the department or entity concerned. The vast majority of cases were closed in a matter of a few days to the complainant's satisfaction. This service increasingly adds to the credibility of servizz.gov.mt as an effective and efficient tool."

The new service makes it much simpler for the public to air their views through the Internet from the comfort of their home or their office, rather than phoning or visiting various departments.

For the benefit of those who do not possess a computer or are not proficient enough in information technology, all the local councils in Malta and Gozo are offering this service.

Around 400 trained public officials, in various departments and other entities, can handle requests for information, complaints, comments and questions submitted by the public.

This customer care service has been set up in fulfilment of an electoral promise made by the present government.