The Services Directive provides for Points of Single Contact (PSC) to be set up in each Member State.
PSCs allow service providers to:
- Obtain all information about the procedures they need to complete to provide their services at home or in another EU country (e.g. company registration, business licences, recognition of professional qualifications);
Deal with all formalities via one single contact point; and
Complete the necessary steps remotely by electronic means.
PSCs have to make it possible for users to complete administrative procedures both for national situations (a travel agency in Rome that wants to open a branch in Palermo) and for cross-border situations (an architect in Warsaw who wants to take on a building project in Berlin). They are encouraged to provide their services in several languages and to offer personalised advice to users.
1. by indicator
 Quality & availability of information (the scores above 75% are rated as "green", below 40% as "red", and yellow in the middle)
- How much relevant information is online?
- Is it comprehensive, well-structured and readily intelligible?
 Online completion of procedures (the scores above 70% are rated as "green", below 40% as "red", and yellow in the middle)
- How many procedures are available online?
- Can they be completed online (e.g. downloading forms, completing webforms
- Are there any online fee payment tools?
 Accessibility for users from other countries (the scores above 70% are rated as "green", below 40% as "red", and yellow in the middle)
- Can the site be used by businesses in other countries (especially regarding its technical aspects)?
- Does the site accept e-signatures issued abroad (when those are needed to complete procedures)?
- Can users in other countries readily understand the requirements they must meet?
- Is information is available in languages other than that/those of the host country?
 Usability (the scores above 75% are rated as "green", below 40% as "red", and yellow in the middle)
- Are the processes user-friendly?
- Can users do what they want to do on the site?
- Is effective help available?
(all 4 indicators combined)
Based on the study "Performance of the Points of Single Contact: An Assessment against PSC Charter" and user testing from January 2015.
The indicators reflect the weighting agreed in the PSC Charter :
- Quality & availability of information: 30%
- Online completion of procedures: 35%
- Accessibility to users from other countries: 25%
- Usability: 10%
Some EU countries have further improved their Points of Single Contact, to serve businesses' needs better – but most still have a long way to go.
The Commission has assisted them by:
assessing the performance of the Points of Single Contact against the Points of Single Contact Charter (PSC Charter) – which sets out standard criteria (the 4 indicators in the chart above) for improving and benchmarking points of single contact. This is the second study assessing the points of single contact, but first one taking into account the agreed criteria;
organising user-testing in January 2015 in the framework of the EUGO Network (EUGO Network joins Points of Single Contact from EEA). This was a third testing exercise organised by the Commission for the Points of Single Contact. The testing identified further areas for improvement.
In 2015 the Commission will: