Studying the administrative reforms that have taken place the last twenty years in the European Union we can assume that the basic principle of these reforms led to major changes in citizens’ expectations, organizational structures and working processes. With the byway of years in the public sector many practices have been adopted like Total Quality Management, and the replanning of business procedures. These practices have been adopted in order to help the public sector to work more effectively and efficiently. In this paper we measure the citizen’s satisfaction using an ordinal regression model based on the principles of multicriteria decision analysis.