The Ombudsman in the State Comptroller's Office has published a new monitoring report examining the quality of service to the public in government bodies for 2026. The report, submitted to the Knesset in accordance with the State Comptroller Law, examines whether public bodies have learned lessons from the comprehensive report published in 2024. The findings indicate a general trend of improvement, mainly in service centers and websites, but alongside this, there has been a decline in the level of service at call centers, which still constitute one of the main barriers for citizens seeking to exercise their rights.
General improvement – but gaps between entities
The report presents weighted scores for seven public bodies that were examined: the Ministry of Transportation, the Population and Immigration Authority, the Tax Authority, the Israel Land Authority, the National Insurance Institute, the Israel Electric Corporation, and Amidar.
According to the data:
- Electric Company Leading the service table with a score of 87.7.
- National Insurance In second place with 77.5.
- Population Authority, despite improvement, still at the bottom of the ranking.
- Department of Transportation It is the only body in which no improvement was recorded compared to the previous report.
The average score for all entities increased from 70.8 (2024) to 73.9 (2026), indicating a trend of progress.
Service centers: Improvements in cleanliness, accessibility, and queue management
In 21 visits conducted at public reception centers across the country, it was found that:
- The average score rose to 70.9 (compared to 70.2).
- Electric Company Also leads in this index (79.1).
- עמידר, Israel Lands Authority וPopulation Authority Received lower than average grades.
The report notes that there is significant progress in areas such as accessibility, cleanliness, and visibility, but there are significant gaps in opening hours and service availability.
Websites: Improving information and digital services
The review revealed that most entities improved the user experience on their websites, including expanding online services, better accessibility, and clearer information for the public.
The report emphasizes that high-quality digital services are a key tool in preventing congestion and making rights accessible, especially for disadvantaged populations.
Call centers: A decline in score – and the public feels it
Despite the overall improvement, the report indicates a decline in the average score of call centers. The commission notes that long wait times, difficulty reaching a human representative, and partial responses continue to be a major source of complaints.
According to State Comptroller Matanyahu Engelman, "Deficiencies in the way service is provided, even if they do not concern the core of the service, may be major barriers to the realization of rights, especially for the most vulnerable groups in society."
Recommendations and follow-up
The Commission calls on the public to continue to contact it in cases of poor service, and emphasizes that these inquiries help with systemic improvement. The Commission calls on public bodies to continue investing in improving service, especially in call centers.