Citizen Services Tests

Complaint Handling (Public Sector) — Advanced

Systemic themes, maladministration, unreasonable conduct policies, joint agency complaints, judicial-review boundaries, vulnerable citizens, and audit-ready governance. Administrative practice; not legal advice.

Complaint Handling (Public Sector) — Intermediate

Stage handling, timelines, multi-unit coordination, ombudsman routes, personal data in case files, and service recovery versus formal complaint tracks. Administrative practice; not legal advice.

Complaint Handling (Public Sector) — Beginner

Foundations of citizen complaint handling in public bodies: intake, acknowledgment, logging, impartiality, language access, and closing cases. Administrative practice; not legal advice.

Public Accessibility — Advanced

Advanced accessibility governance for public sector: harmonized standards (Section 508, EN 301 549), legacy remediation, third-party content, live streaming, biometric and identity flows, litigation response, and continuous monitoring. Mix of single-answer and multiple-answer items.

Public Accessibility — Intermediate

Operational accessibility for government digital services: focus order, ARIA misuse, procurement clauses, remediation prioritization, emergency alerts, multilingual access, and citizen complaint handling. Mix of single-answer and multiple-answer items.

Public Accessibility — Beginner

Basics of digital and service accessibility in government: WCAG principles, citizen-facing portals, alternative formats, plain language, and front-desk inclusion. Mix of single-answer and multiple-answer items.

Public Service Blueprint — Advanced

Advanced blueprint practice for complex public services: omni-channel consistency, policy-bound variations, measurement hooks, version control, crisis and exception paths, and redesign governance without legal advice.

Public Service Blueprint — Intermediate

Scenario-based blueprint work for public services: lines of interaction and implementation, cross-agency handoffs, digital and counter channels, failure modes, and aligning frontstage promises with backstage systems.

Public Service Blueprint — Beginner

Foundations of service blueprints for government and municipal services: customer actions, frontstage/backstage, lines of visibility, physical evidence, and support processes. Mix of single-answer and multiple-answer items.