MINISTRY OF FINANCE CITIZEN SATISFACTION STUDY Beneficiary Funded - - PowerPoint PPT Presentation

MINISTRY OF FINANCE

CITIZEN SATISFACTION STUDY

Beneficiary Funded By

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• USAID
• AMIDEAST
• Institute of Finance
• Ministry of Finance
• Revenues Directorate
• Expenditures Directorate
• Corporate Directorate
• Cadastre and Real Estate Directorate

Stakeholders / Partners

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Objectives and Methodology

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• Overall perception of the Ministry of Finance
• Overall satisfaction with the Ministry of Finance
• Perception of employees
• Perception of locales
• Reasons for satisfaction and dissatisfaction
• Recommendations

OBJECTIVES

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METHODOLOGY

A total of 2000 interviews were conducted with citizens at the following departments and regions: Revenues directorate (1250 interviews):

• 100

V.A.T. – Beirut 100

• 550

Built Property Tax – Beirut 200, Baabda 350

• 450

Income Tax – Beirut 175, Baabda 275

• 50

D.A.S.S. – Beirut 50

• 100

Inheritance Tax – Beirut 50, Baabda 50

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METHODOLOGY

Expenditures directorate:

• 150

Retiree – Beirut 150 Corporate directorate:

• 150

Corporate – Beirut 50, Baabda 50, Maten 50 Cadastre and Real Estate directorate:

• 300

Cadastre – Beirut 100, Baabda 100, Maten 100

• 150

Real Estate – Beirut 50, Baabda 50, Maten 50

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Procedural Requirements

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PROCEDURAL REQUIREMENTS

On average citizens:

• Deal with 3 employees per procedure

– Lowest –DASS–, highest –Inheritance tax–

• Require 3 visits per procedure

– Lowest –DASS–, highest –Inheritance tax–

• Need 3 supporting documents per procedure

– Lowest –DASS–, highest –Inheritance Tax–

• Spend 33 minutes per visit

– Lowest –DASS–, highest –Corporate–

• As well as 15 days to finish their processes

– Lowest –Corporate–, highest –Inheritance tax–

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Information Sources

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INFORMATION SOURCES

• Visiting the Ministry
• Contacting the Ministry
• Word of mouth
• Snail mail
• Internet

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Citizen’s Perception

• f Employees

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EMPLOYEES – Positive Aspects

• Follow up with respect to procedures
• Promptness with respect to processes
• Dress code / appearance
• Friendliness on behalf of the employees
• Helpfulness and eagerness to help citizens
• Clarity of answers to inquiries

– When asked about general information

• Documents required

– Clients are provided with a clear list of required document

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EMPLOYEES – Negative Aspects

• Lack of complete and unified source of information
• Lack of knowledge with respect to laws and clarity of

explanation paves the way for: – Discrepancies in the types of documents – Discrepancies in the number of documents – Discrepancies in the processing date and time

• Complication of the:

– Procedures and dynamics related to the procedures – Laws and the regulations related to procedures

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EMPLOYEES – Negative Aspects

• Lack of procedural updates
• Bad employee behavior

– Intentional delays – Referrals – Evasiveness – Absenteeism

• Old age of employees
• Bribery

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Citizen’s Perception

• f Locales

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LOCALES – Positive Aspects

• Cleanliness of the:

– Bureaus – Building in general

• Organization of the:

– Bureaus – Desks

• Front desk in some bureaus
• Partial computerization of the bureaus and directorates
• Handling through postal services

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LOCALES – Negative Aspects

• Hygienic facilities
• Locales do not accommodate reduced mobility citizens
• Finding bureaus within buildings
• Necessities (fiscal stamps, photocopiers…)
• Proper electrical lighting
• Fans and cigarette smoke evacuation
• Parking Facilities

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LOCALES – Negative Aspects

• Lack of organization on the locale level
• Mechanization of procedures
• Information desks (when available)

– Personnel lack proficiencies – Lack of information dissemination

• Lack of road signs leading to the building

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Trust & Satisfaction with the Ministry

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TRUST & SATISFACTION

Location Trustful Satisfied V.A.T. 79% 71% Built Property 74% 75% Income 91% 63% D.A.S.S. 76% 66% Inheritance 54% 76% Expenditures 81% 83% Corporate 83% 79% Cadastre 69% 67% Real Estate 66% 68%

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Proposed Recommendations

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• Improve general knowledge of:

– Laws – Procedures – MoF structure

• Redefine job scope, depth & involvement
• Continuous surveillance & follow-up on employees
• Continuously evaluate employee attributes related

to processes & procedures

RECOMMENDATIONS - Employees

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• Redefine citizen pathway within the MoF buildings
• Train and update adequate personnel for front desk
• perations
• Prioritize parking facilities to fulfill citizens needs
• Clarify what bureau is to process what procedure

RECOMMENDATIONS - Locales

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• Facilitate procedural processes
• Induce respect concerning public property and funds
• Review laws concerning taxes and fees
• Update and maintain the MoF website & related web

pages

RECOMMENDATIONS - Ministry

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• Make

information pertaining to the laws & procedures readily available to the public & the employees

• Increase level of employee & citizen awareness with

respect to procedures, laws & structure related to MoF processes

RECOMMENDATIONS - Ministry

THANK YOU