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

MINISTRY OF FINANCE CITIZEN SATISFACTION STUDY Beneficiary Funded By

Stakeholders / Partners • USAID • AMIDEAST • Institute of Finance • Ministry of Finance - Revenues Directorate - Expenditures Directorate - Corporate Directorate - Cadastre and Real Estate Directorate 2

Objectives and Methodology 3

OBJECTIVES • 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 4

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 5

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 6

Procedural Requirements 7

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– 8

Information Sources 9

INFORMATION SOURCES • Visiting the Ministry • Contacting the Ministry • Word of mouth • Snail mail • Internet 10

Citizen’s Perception of Employees 11

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 12

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 13

EMPLOYEES – Negative Aspects • Lack of procedural updates • Bad employee behavior – Intentional delays – Referrals – Evasiveness – Absenteeism • Old age of employees • Bribery 14

Citizen’s Perception of Locales 15

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 16

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 17

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 18

Trust & Satisfaction with the Ministry 19

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% 20

Recommendations Proposed 21

RECOMMENDATIONS - Employees • 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 22

RECOMMENDATIONS - Locales • Redefine citizen pathway within the MoF buildings • Train and update adequate personnel for front desk operations • Prioritize parking facilities to fulfill citizens needs • Clarify what bureau is to process what procedure 23

RECOMMENDATIONS - Ministry • 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 24

RECOMMENDATIONS - Ministry • 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 25

THANK YOU