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
7 Procedural Requirements
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
9 Information Sources
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
Proposed Recommendations 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