Quality Label

Business 1st has achieved the Quality Label

Business 1st was one of the first entities to be awarded the Quality Label when it was launched in 2019. Since then, it has been the entity that maintained a consistently high quality and commitment service that has been reflected in positive results in the Mystery Shopper and other monitoring. This is despite the great challenges this entity had to face specially to administer and implement new measures that were introduced during the pandemic.

The Quality Award is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (voice and understanding the customer, design and implementation of policies and services that meet customer expectation, delivery of a quality service and accountability, where people become part of the excellence of the service provided), the 10 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding/Knowing the Customer and Tangibles), Directive 4.2 and any other directives or policies which establish quality standards within the Public Administration.

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The English version of the Business 1st Quality Service Charter can be downloaded from here, and the Maltese version can be downloaded from here​.
With the achievement of the Quality Label, Business 1st is committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.
More information on the Quality Label can be accessed from here.
President of Malta George Vella and Principal Permanent Secretary Mr Mario Cutajar preside over the Quality Labels Awards
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