DDI_ZMB_2009_MCC-TPE_v01_M Millennium Challenge Corporation 2014-03-28 NADA Version 1.1 (March 2014). This version uses an updated metadata template. Version 2.0 (April 2015). Edited version based on Version 01 (DDI-MCC-ZMB-threshold-2009-v1.1) that was done by Millennium Challenge Corporation. Threshold Performance Evaluation 2009-2010 MCC-TPE 2009-10 ZMB_2009_MCC-TPE_v01_M Erin Weiser Rema Balasundaram Copyright 2012, Millennium Challenge Corporation. NADA Millennium Challenge Corporation Monitoring & Evaluation Division Independent Performance Evaluation Raw data for internal use only Anti-Corruption Trade Anti-Corruption Trade The MCC commissioned this ex post evaluation to provide an objective and rigorous assessment of the effectiveness and efficacy of ZTP activities. The evaluation team was asked to focus on whether activities were fully executed and resulted in intended, or unintended, outcomes; whether those results have proved sustainable; and to identify lessons learned. Data collection methodologies included key informant interviews, document review, and small-scale survey work. Zambia National coverage GRZ staff, implementing organizations and third-party donors Sample survey data [ssd] RuralNet Associates Limited Baseline Survey: Face-to-Face interviews of recent clients identified from lists provided by the agency. Evaluation Survey: Randomly selected through an exit survey at each of the relevant customer service centers; CACP interviews were from a list provided by ZRA. The survey instruments and contact information of the surveyed firms was not included in the final report, making it impossible to conduct follow-up evaluations using the same methodology. For these reasons, it was not possible to replicate the baseline instrument for use in the evaluation, although questions were included on similar topics including time to receive completed certifications, perceptions relating to corruption, etc. 1. Immigration Household Level Questionnaire 2. PACRO Bulk Filer Questionnaire 3. PACRO Firm Level Questionnaire 4. Customs Accredited Client Questions Data collection methodologies included key informant interviews, document review, and small-scale survey work. Millennium Challenge Corporation Millennium Challenge Corporation http://data.mcc.gov/evaluations/index.php/catalog/72 Cost: None Monitoring & Evaluation Division Balasundaram, Rema, and Erin Weiser. Zambia Threshold Program End-Term Evaluation Final Report. 2010. The user of the data acknowledges that the original collector of the data, the authorized distributor of the data, and the relevant funding agency bear no responsibility for use of the data or for interpretations or inferences based upon such uses. Immigration Household Data Set 35 46 Lands Bulk Filer Matrix 39 6 Lands Bulk Filer Question 6 43 2 Lands Bulk Filer 19 34 Lands Households Matrix 43 6 Lands Households Question 7 43 3 Lands Households 37 40 PACRO Bulk Filer Question 6 85 3 PACRO Bulk Filer 16 34 PACRO Firm level survey 40 48 PACRO Livingstone 15 47 ZRA CACP data set 9 63 ZRA firm level survey 26 March 2010 Question 8 61 2 ZRA firm level survey 26 March 2010 30 56 Respondent ID Respondent ID Respondent ID Respondent ID Respondent ID 35 1 35 Q2a: Resident of Q2a: Resident of Q2a: Resident of Q2a: Resident of Q2a: Resident of 35 1 Lusaka Province 2 Copperbelt Province 3 Central Province 4 Southern Province 5 Other Q3a: For your recent transaction with Immigration did you Q3a: For your recent transaction with Immigration did you Q3a: For your recent transaction with Immigration did you Q3a: For your recent transaction with Immigration did you Q3a: For your recent transaction with Immigration did you 35 1 Apply in person (skip to Question 7) 2 Send an employee (skip to Question 7) 3 Hire a notary/lawyer 4 Use an agent 5 Church representative 6 Workmate Q4a: If you used a notary or agent, what was your reason for not applying in per Q4a: If you used a notary or agent, what was your reason for not applying in per Q4a: If you used a notary or agent, what was your reason for not applying in per Q4a: If you used a notary or agent, what was your reason for not applying in per Q4a: If you used a notary or agent, what was your reason for not applying in per 35 1 Notary/lawyer is handling all aspects of application 2 It is too time consuming to apply myself 3 It is too confusing to apply myself (Unclear requirements) 4 I am new in the country 777 N/A Q4a: If you used a notary or agent, what was your reason for not applying in person Q5: If you selected "too time consuming" or "too confusing", please explain why Q5: If you selected "too time consuming" or "too confusing", please explain why Q5: If you selected "too time consuming" or "too confusing", please explain why Q5: If you selected "too time consuming" or "too confusing", please explain why Q5: If you selected "too time consuming" or "too confusing", please explain why 35 Long lines, Immigration staff seem reluctant to serve at times N/A Q5: If you selected "too time consuming" or "too confusing", please explain why you have this impression Q6: How much did you pay the agent to conduct the transaction on your behalf (Kw Q6: How much did you pay the agent to conduct the transaction on your behalf (Kw Q6: How much did you pay the agent to conduct the transaction on your behalf (Kw Q6: How much did you pay the agent to conduct the transaction on your behalf (Kw Q6: How much did you pay the agent to conduct the transaction on your behalf (Kw 35 777 N/A Q6: How much did you pay the agent to conduct the transaction on your behalf (Kwacha) Q7a: Operations you completed recently with Immigration Q7a: Operations you completed recently with Immigration Q7a: Operations you completed recently with Immigration Q7a: Operations you completed recently with Immigration Q7a: Operations you completed recently with Immigration 35 1 Request for extension of visa 2 Request for work permit 3 Other 4 Both request for work permit and extension of visa 5 Study permit 6 Renewal of passport 888 Don't know Q8a: Source of information on how to apply Q8a: Source of information on how to apply Q8a: Source of information on how to apply Q8a: Source of information on how to apply Q8a: Source of information on how to apply 35 1 Information desk at Immigration Customer Service Centre 2 A desk officer at Immigration Customer Service Centre 3 The signed placards in the Immigration Customer Service off 4 Immigration's Website 5 My notary/lawyer 6 My agent 7 Colleague 8 Relative/church member 9 employee 10 Immigration 11 Employer 12 Brochures 13 Newspaper 14 Media 15 Customer Service Centre -Information desk & a desk officer Q9a: Were the instructions clear Q9a: Were the instructions clear Q9a: Were the instructions clear Q9a: Were the instructions clear Q9a: Were the instructions clear 35 1 Yes 2 No 3 No opinion Q9b: Please explain Q9b: Please explain Q9b: Please explain Q9b: Please explain Q9b: Please explain 35 No explaination firmly clear(done before) had someone to keep insisting on how to apply not straight forward officer explained step-by-step procdure with zambian employers_ because it is extension of visa procedure explained clearly procedure not understood procedured explained clearlyy staff process not hang on the wall, no details at the reception similar forms as when first applied staff explained straight forward was required to submit police report but had not been told earlier were told to do something else at the centre as compared to website(asked to write a letter) Q10a: Did the instructions correspond to the actual process that was followed? Q10a: Did the instructions correspond to the actual process that was followed? Q10a: Did the instructions correspond to the actual process that was followed? Q10a: Did the instructions correspond to the actual process that was followed? Q10a: Did the instructions correspond to the actual process that was followed? 35 1 Yes 2 No 3 No opinion Q10b: Please explain Q10b: Please explain Q10b: Please explain Q10b: Please explain Q10b: Please explain 35 No explaination as had to come several times to submit information no difficulties encountered procedure seemed confusing procedure was followed accordingly process undertaken by employee still in process Q11: How long did it take to complete your transaction with immigration (countin Q11: How long did it take to complete your transaction with immigration (countin Q11: How long did it take to complete your transaction with immigration (countin Q11: How long did it take to complete your transaction with immigration (countin Q11: How long did it take to complete your transaction with immigration (countin 35 1 Same day 2 Less than a week 3 Less than 2 weeks 4 Less than 4 weeks 5 Over a month 6 Over 3 months 7 Over 6 months 777 N/A Q11: How long did it take to complete your transaction with immigration (counting from time of lodging application to time of receiving completed document)? Q12: Did this time correspond to the amount of time you were told it would take? Q12: Did this time correspond to the amount of time you were told it would take? Q12: Did this time correspond to the amount of time you were told it would take? Q12: Did this time correspond to the amount of time you were told it would take? Q12: Did this time correspond to the amount of time you were told it would take? 35 1 Yes 2 No 777 N/A 888 Don't know Q13: Number of days Q13: Number of days Q13: Number of days Q13: Number of days Q13: Number of days 35 5 7 14 28 30 42 777 N/A 888 Don't know 999 No response Q14: Did the time you were told it would take correspond to the time in the Immi Q14: Did the time you were told it would take correspond to the time in the Immi Q14: Did the time you were told it would take correspond to the time in the Immi Q14: Did the time you were told it would take correspond to the time in the Immi Q14: Did the time you were told it would take correspond to the time in the Immi 35 1 Yes 2 Faster 3 Slower 4 Not aware of the Charter 777 N/A Q14: Did the time you were told it would take correspond to the time in the Immigration's customer service charter? Q15: Did you have to make multiple visits to Immigration in order to check on th Q15: Did you have to make multiple visits to Immigration in order to check on th Q15: Did you have to make multiple visits to Immigration in order to check on th Q15: Did you have to make multiple visits to Immigration in order to check on th Q15: Did you have to make multiple visits to Immigration in order to check on th 35 1 Yes 2 No 3 N/A (used an agent/notary) 777 N/A Q15: Did you have to make multiple visits to Immigration in order to check on the progress of your application or file additional paperwork? Q16: If yes, how many visits in total did you make to Immigration before picking Q16: If yes, how many visits in total did you make to Immigration before picking Q16: If yes, how many visits in total did you make to Immigration before picking Q16: If yes, how many visits in total did you make to Immigration before picking Q16: If yes, how many visits in total did you make to Immigration before picking 35 1 2 to 3 2 4 to 5 3 More than 5 777 N/A 888 Don't know 999 No response Q16: If yes, how many visits in total did you make to Immigration before picking up the completed application? Q17: Were you at any point in the process, asked to meet a staff member in a pri Q17: Were you at any point in the process, asked to meet a staff member in a pri Q17: Were you at any point in the process, asked to meet a staff member in a pri Q17: Were you at any point in the process, asked to meet a staff member in a pri Q17: Were you at any point in the process, asked to meet a staff member in a pri 35 1 Yes 2 No 999 No response Q17: Were you at any point in the process, asked to meet a staff member in a private office or away from the Customer Service Center? Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain 35 N/A asked for more details regarding application. Q19: Did the amount you paid for your document(s) correspond to the written noti Q19: Did the amount you paid for your document(s) correspond to the written noti Q19: Did the amount you paid for your document(s) correspond to the written noti Q19: Did the amount you paid for your document(s) correspond to the written noti Q19: Did the amount you paid for your document(s) correspond to the written noti 35 1 Yes 2 No 888 Don't know 999 No response Q19: Did the amount you paid for your document(s) correspond to the written notices at the Immigration office? Q20: If not, how much did you pay in kwacha? Q20: If not, how much did you pay in kwacha? Q20: If not, how much did you pay in kwacha? Q20: If not, how much did you pay in kwacha? Q20: If not, how much did you pay in kwacha? 35 777 N/A 999 No response Q21: How would you rate your experience at Immigration in terms of staff courtes Q21: How would you rate your experience at Immigration in terms of staff courtes Q21: How would you rate your experience at Immigration in terms of staff courtes Q21: How would you rate your experience at Immigration in terms of staff courtes Q21: How would you rate your experience at Immigration in terms of staff courtes 35 1 Very good 2 Satisfactory 3 Poor 4 No opinion Q21: How would you rate your experience at Immigration in terms of staff courtesy and knowledge? Q22: How would you rate your experience at Immigration in terms of waiting time Q22: How would you rate your experience at Immigration in terms of waiting time Q22: How would you rate your experience at Immigration in terms of waiting time Q22: How would you rate your experience at Immigration in terms of waiting time Q22: How would you rate your experience at Immigration in terms of waiting time 35 1 Very good 2 Satisfactory 3 Poor 4 No opinion Q22: How would you rate your experience at Immigration in terms of waiting time to be served? Q23: How would you rate your experience at Immigration in terms of processing ti Q23: How would you rate your experience at Immigration in terms of processing ti Q23: How would you rate your experience at Immigration in terms of processing ti Q23: How would you rate your experience at Immigration in terms of processing ti Q23: How would you rate your experience at Immigration in terms of processing ti 35 1 Very good 2 Satisfactory 3 Poor 4 No opinion 999 No response Q23: How would you rate your experience at Immigration in terms of processing time to obtain documents? Q24: How would you rate your experience at Immigration in terms of the comfort o Q24: How would you rate your experience at Immigration in terms of the comfort o Q24: How would you rate your experience at Immigration in terms of the comfort o Q24: How would you rate your experience at Immigration in terms of the comfort o Q24: How would you rate your experience at Immigration in terms of the comfort o 35 1 Very good 2 Satisfactory 3 Poor 4 No opinion Q24: How would you rate your experience at Immigration in terms of the comfort of the Customer Service Center? Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment 35 1 A great deal 2 Sometimes 3 Never 4 No opinion 5 No Q25a: Some government offices have a poor reputation of requiring extra payment (speed money) to obtain service. Do you think Immigration suffers from this problem? Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain 35 Haven't observed any malpractice No explation but if offered they can accept. but knows they do generally thats what happens have no experience have not observed any malpractice never encountered it never experienced it rumour of how procedure is quicker if bribe is offered some customers cant afford to wait 2 weeks to recieve their documents and as such they offer bribes staff ignore client hence longer processes visa given to people who are not supposed to own a visa Q26: Are you familiar with Immigration's Customer Service Charter Q26: Are you familiar with Immigration's Customer Service Charter Q26: Are you familiar with Immigration's Customer Service Charter Q26: Are you familiar with Immigration's Customer Service Charter Q26: Are you familiar with Immigration's Customer Service Charter 35 1 Yes 2 No 3 No opinion Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa 35 1 Yes 2 No 3 No opinion 777 N/A Q27: If yes, do you think the Charter has been helpful to you in better understanding your rights as a client? Q28: Was this the first time that you had applied at Immigration? Q28: Was this the first time that you had applied at Immigration? Q28: Was this the first time that you had applied at Immigration? Q28: Was this the first time that you had applied at Immigration? Q28: Was this the first time that you had applied at Immigration? 35 1 Yes 2 No 888 Don't know Q29: If you had applied at Immigration before, what year was this in? Q29: If you had applied at Immigration before, what year was this in? Q29: If you had applied at Immigration before, what year was this in? Q29: If you had applied at Immigration before, what year was this in? Q29: If you had applied at Immigration before, what year was this in? 35 777 N/A 999 No Response 1970 1996 1998 1999 2000 2001 2002 2003 2006 2007 2008 2009 Q30: When you applied last time, did you hire an agent to file on your behalf? Q30: When you applied last time, did you hire an agent to file on your behalf? Q30: When you applied last time, did you hire an agent to file on your behalf? Q30: When you applied last time, did you hire an agent to file on your behalf? Q30: When you applied last time, did you hire an agent to file on your behalf? 35 1 Yes 2 No 777 N/A 888 Don't know 999 No Response Q31: If you had interacted with Immigration before, how would you compare the ti Q31: If you had interacted with Immigration before, how would you compare the ti Q31: If you had interacted with Immigration before, how would you compare the ti Q31: If you had interacted with Immigration before, how would you compare the ti Q31: If you had interacted with Immigration before, how would you compare the ti 35 1 Faster 2 Slower 3 Same 4 No opinion 777 N/A 999 No Response Q31: If you had interacted with Immigration before, how would you compare the time it took to process your application on your recent visit compared with your first visit? Q32: How would you compare the quality of customer care on your recent visit com Q32: How would you compare the quality of customer care on your recent visit com Q32: How would you compare the quality of customer care on your recent visit com Q32: How would you compare the quality of customer care on your recent visit com Q32: How would you compare the quality of customer care on your recent visit com 35 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No Response Q32: How would you compare the quality of customer care on your recent visit compared with your first visit? Q33a: How would you compare the level of corruption on your recent visit compare Q33a: How would you compare the level of corruption on your recent visit compare Q33a: How would you compare the level of corruption on your recent visit compare Q33a: How would you compare the level of corruption on your recent visit compare Q33a: How would you compare the level of corruption on your recent visit compare 35 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No Response Q33a: How would you compare the level of corruption on your recent visit compared with your first visit? Q33b: Please explain Q33b: Please explain Q33b: Please explain Q33b: Please explain Q33b: Please explain 35 N/A No explation its hard to say never encountered it but has heard new staff and has improved no corruption no corruption observed people obtaining work permits when they do not need to previosly transactions where one-on-one but now there is transparency. Q34a: How to apply at Immigration Q34a: How to apply at Immigration Q34a: How to apply at Immigration Q34a: How to apply at Immigration Q34a: How to apply at Immigration 35 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 Staff speaking at trade shows or business association events 6 Other 7 No, never seen any public communications about Immigration 8 Customer care 9 Colleague 10 TV and Radio Annoucements + Website 11 TV and Radio Announcement 12 TV and Newspaper announcements 13 TV and Newspaper Announcements + Brochure 14 Radio and Newspaper Annoucements + Brochures 15 TV and Newspaper Announcements + Brochures 16 TV and Brochures 17 Newspaper and Brochures 18 Brochures and Website 19 Website/internet 777 N/A 888 Don't know 999 No Response Q35a: Contacted Immigration to complain (Amount of paperwork required as part of Q35a: Contacted Immigration to complain (Amount of paperwork required as part of Q35a: Contacted Immigration to complain (Amount of paperwork required as part of Q35a: Contacted Immigration to complain (Amount of paperwork required as part of Q35a: Contacted Immigration to complain (Amount of paperwork required as part of 35 1 Amount of paperwork required as part of the application pro 2 Delays in service (Not receiving my document fast enough) 3 Unprofessional behavior by staff members 4 Demands for extra payment or "speed money" 5 More seroius criminal acts 6 Other 7 No, I have never lodges a complaint with Immigration 8 High cost 9 Zambian embassy in Ethopia refused visa issued in Zambia 10 Deported people come back 777 N/A 888 Don't know 999 No Response Q35a: Contacted Immigration to complain (Amount of paperwork required as part of the application process) Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the off Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the off Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the off Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the off Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the off 35 1 Suggestion box at the office 2 Spoke to a staff member 3 Wrote a letter to management 4 Called the immigration office 5 Logged a complaint at the Anti-Corruption Commission 6 Lodged a complaint at the Advocacy Legal Advice Centre 7 Other 8 Suggestion Box at the office 777 N/A 999 N/A Q36a: How did you lodge your complaint or suggestion? (Suggestion box at the office ) Q37a: Was Immigration responsive to your concern? Q37a: Was Immigration responsive to your concern? Q37a: Was Immigration responsive to your concern? Q37a: Was Immigration responsive to your concern? Q37a: Was Immigration responsive to your concern? 35 1 Yes 2 No 777 N/A 888 Don't know 999 No Response Q37b: Please explain Q37b: Please explain Q37b: Please explain Q37b: Please explain Q37b: Please explain 35 N/A No explaination an officer said the concern would be addressed never replied to the letter. said they would consider and take the matter up Q38: If yes, how soon did they respond to your concern? Q38: If yes, how soon did they respond to your concern? Q38: If yes, how soon did they respond to your concern? Q38: If yes, how soon did they respond to your concern? Q38: If yes, how soon did they respond to your concern? 35 1 Within a week 2 Within a month 3 More than a month 777 N/A 999 No Response Q39a: How did they contact you? Q39a: How did they contact you? Q39a: How did they contact you? Q39a: How did they contact you? Q39a: How did they contact you? 35 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Didn't contact me but I saw improvement 5 Other 777 N/A 999 No Response Q40a: If you have not lodged a complaint with Immigration, why not? Q40a: If you have not lodged a complaint with Immigration, why not? Q40a: If you have not lodged a complaint with Immigration, why not? Q40a: If you have not lodged a complaint with Immigration, why not? Q40a: If you have not lodged a complaint with Immigration, why not? 35 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I am concerned about possible repercussions 5 Very little is done, therefore frustrating 6 Not necessary 777 N/A 999 No Response Q41: Do you have additional comments you would like to share with us for our eva Q41: Do you have additional comments you would like to share with us for our eva Q41: Do you have additional comments you would like to share with us for our eva Q41: Do you have additional comments you would like to share with us for our eva Q41: Do you have additional comments you would like to share with us for our eva 34 concessionary fees for africans and no segregation in service between blacks and non blacks good customer care if they could expand car park or change premises as too small immigration department respects people and disseminates information well improve on wating time, need bigger service centre improve staff courtesy improve staff courtesy, increase transparency instructions not clear of which staff does which work? no sign posts e.g desk 1 stamping passports. still waiting for my visa members of staff should be polite and should show more infoemation on the wall need bigger service centre, build more service centres in city no comment no comment. no, happy that everything is alright as no corruption from both clients and officers none not qualified personel given work permit,equal rights for men and women procedure need changes as currently costly and time consuming procedure need to be sped up to avopid long queues procedure time consuming as clients have to wait for too long results should be publicised in order for real change to take place serve their customers well but the members of staff are not punctual. should abide by the charter e.g if the charter says 2months it should not take 6months there has been improvement there has been improvement in service there is improvement in service. staff members are welcoming website information does not correspond with the actual information at the centre. officers should all have knowledge of visa requirements. public awareness information neede before submitting application when extension of visa or work permit they could just stamp in your passport than waiting for 30days again. you dont need to come back as if it is for the first time work permit expensive for refugees Q41: Do you have additional comments you would like to share with us for our evaluation? Explainn Respondent id Respondent id Respondent id Respondent id Respondent id 39 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Q8a: Type of transactions Q8a: Type of transactions Q8a: Type of transactions Q8a: Type of transactions Q8a: Type of transactions 39 1 Transfer of Land Title 2 Recording of Deed 3 Land origination Deed 4 Registrating Land Title 5 Payment of Property Tax 6 Other 7 Registering Land Deed 8 Obtaining consent 9 Deed of gifts 10 Mortgages 11 Discharges 12 Properly transfer tax 13 Search 14 Conveyancing Q8c: How long did it take to complete your transactionwith Lands or how long hav Q8c: How long did it take to complete your transactionwith Lands or how long hav Q8c: How long did it take to complete your transactionwith Lands or how long hav Q8c: How long did it take to complete your transactionwith Lands or how long hav Q8c: How long did it take to complete your transactionwith Lands or how long hav 39 1 1 Month 2 1 - 3 Months 3 4 - 6 Months 4 7 - 11 Months 5 1 - 3 Years 6 Over 3 years 7 Not completed 999 No response Q8c: How long did it take to complete your transactionwith Lands or how long have you been waiting on your case Q9: Did this correspond to the amount of time you were told it would take Q9: Did this correspond to the amount of time you were told it would take Q9: Did this correspond to the amount of time you were told it would take Q9: Did this correspond to the amount of time you were told it would take Q9: Did this correspond to the amount of time you were told it would take 39 1 Yes 2 No 888 Don't know 999 No response Q10: If not, how many days were you told it would take Q10: If not, how many days were you told it would take Q10: If not, how many days were you told it would take Q10: If not, how many days were you told it would take Q10: If not, how many days were you told it would take 39 2 3 7 14 21 28 30 90 999 No response Q11: Did the time you were told it would take correspond to the time in the Mini Q11: Did the time you were told it would take correspond to the time in the Mini Q11: Did the time you were told it would take correspond to the time in the Mini Q11: Did the time you were told it would take correspond to the time in the Mini Q11: Did the time you were told it would take correspond to the time in the Mini 39 1 Yes 2 Faster 3 Slower 4 Not aware of charter 999 No response Q11: Did the time you were told it would take correspond to the time in the Ministry of Lands' customer service charter Respondent Id Respondent Id Respondent Id Respondent Id Respondent Id 43 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Q6a: What kind of transactions are you mostly hired for Q6a: What kind of transactions are you mostly hired for Q6a: What kind of transactions are you mostly hired for Q6a: What kind of transactions are you mostly hired for Q6a: What kind of transactions are you mostly hired for 43 1 Transfer 2 Registering Land Deed 3 Registering Land Title 4 Transfer of Land Deed 5 Conveyance 6 Payment of Property Tax 7 Property transfer tax valuation 8 Conveyancing transfer and mortages 9 Consent of letters and mortages 10 Mortages 11 Obtaining Consent 12 Mortages and discharges 777 N/A 888 No response Respondent Id Respondent Id Respondent Id Respondent Id Respondent Id 19 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Q2: How many years has your company been in operation Q2: How many years has your company been in operation Q2: How many years has your company been in operation Q2: How many years has your company been in operation Q2: How many years has your company been in operation 19 1 Less than 3 years 2 4 - 10 years 3 More than 10 years 777 N/A 999 No response Q3: Are your clients mostly Q3: Are your clients mostly Q3: Are your clients mostly Q3: Are your clients mostly Q3: Are your clients mostly 19 1 Individuals/households 2 Companies/Investors 3 Both 4 Other 777 N/A 999 No response Q4: Are your clients mostly locates in Q4: Are your clients mostly locates in Q4: Are your clients mostly locates in Q4: Are your clients mostly locates in Q4: Are your clients mostly locates in 19 1 Lusaka province 2 Copperbelt province 3 Central province 4 Southern Province 5 Eastern and Western Province 6 Lusaka and Copperbelt Province 7 Whole Country 8 Lusaka, Copperbelt and Southern Province 9 Lusaka, Copperbelt, Central and Southern 777 N/A 999 No response Q5: What is the total number of cases lodged in per month Q5: What is the total number of cases lodged in per month Q5: What is the total number of cases lodged in per month Q5: What is the total number of cases lodged in per month Q5: What is the total number of cases lodged in per month 19 2 4 5 10 20 24 40 60 200 777 N/A 888 Don't Know 999 No response 1000 Q7: Do you mostly apply Q7: Do you mostly apply Q7: Do you mostly apply Q7: Do you mostly apply Q7: Do you mostly apply 19 1 in person 2 send an employee 3 Other 777 N/A 999 No Response Q12: Do you or your staff members have to make multiple visits to Lands in order Q12: Do you or your staff members have to make multiple visits to Lands in order Q12: Do you or your staff members have to make multiple visits to Lands in order Q12: Do you or your staff members have to make multiple visits to Lands in order Q12: Do you or your staff members have to make multiple visits to Lands in order 19 1 Yes 2 No 777 N/A 888 Don't know 999 No Response Q12: Do you or your staff members have to make multiple visits to Lands in order to check on the progress of your application or file additional paperwork Q13a: If yes, on average how many visits in total did you or your staff have to Q13a: If yes, on average how many visits in total did you or your staff have to Q13a: If yes, on average how many visits in total did you or your staff have to Q13a: If yes, on average how many visits in total did you or your staff have to Q13a: If yes, on average how many visits in total did you or your staff have to 19 2 4 Dont know 5 7 12 14 60 777 N/A 999 No response Q13a: If yes, on average how many visits in total did you or your staff have to make before your certificate is ready (Transfer of Land Title) Q13b: If yes, on average how many visits in total did you or your staff have to Q13b: If yes, on average how many visits in total did you or your staff have to Q13b: If yes, on average how many visits in total did you or your staff have to Q13b: If yes, on average how many visits in total did you or your staff have to Q13b: If yes, on average how many visits in total did you or your staff have to 19 4 Dont know 5 777 N/A 999 No response Q13b: If yes, on average how many visits in total did you or your staff have to make before your certificate is ready (Registering Land Deed) Q13c: If yes, on average how many visits in total did you or your staff have to Q13c: If yes, on average how many visits in total did you or your staff have to Q13c: If yes, on average how many visits in total did you or your staff have to Q13c: If yes, on average how many visits in total did you or your staff have to Q13c: If yes, on average how many visits in total did you or your staff have to 19 4 Dont know 5 777 N/A 999 No response Q13c: If yes, on average how many visits in total did you or your staff have to make before your certificate is ready (Registering Land Title) Q14: Are you able to handle your transaction through the Customer Service Centre Q14: Are you able to handle your transaction through the Customer Service Centre Q14: Are you able to handle your transaction through the Customer Service Centre Q14: Are you able to handle your transaction through the Customer Service Centre Q14: Are you able to handle your transaction through the Customer Service Centre 19 1 Only go to Customer Service Centre 2 Only through appointment 3 Both Customer Service Centre and through private appointment 777 N/A 999 No response Q14: Are you able to handle your transaction through the Customer Service Centre or do you still make appointments to see Registry Q15: Is your company ever asked for extra money to speed up/expedite the registr Q15: Is your company ever asked for extra money to speed up/expedite the registr Q15: Is your company ever asked for extra money to speed up/expedite the registr Q15: Is your company ever asked for extra money to speed up/expedite the registr Q15: Is your company ever asked for extra money to speed up/expedite the registr 19 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q15: Is your company ever asked for extra money to speed up/expedite the registration? Q16a: Some government offices have a poor reputation of requiring tips or bribes Q16a: Some government offices have a poor reputation of requiring tips or bribes Q16a: Some government offices have a poor reputation of requiring tips or bribes Q16a: Some government offices have a poor reputation of requiring tips or bribes Q16a: Some government offices have a poor reputation of requiring tips or bribes 19 1 Yes, a common problem 2 Yes, but only sometimes 3 Yes, but very rarely 4 No, this doesn't happen 5 Decline to reply 777 No response 999 No response Q16a: Some government offices have a poor reputation of requiring tips or bribes to obtain service. Is this a problem at Ministry of Lands Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain 19 Heard about it form others but not experienced it as we go in individual capacities. fellow governm No comments People want to complete their transactions as soon as possibl, and are thus willing to pay bribes heard from others and you can tell no of experience of such not experienced it not in person setting up centre was good but implementation of procedures poor as you have to chase documents some firms fhave established corrupt relationships with lands and are able to process transaction ve sometimes you have to bribe them suspects so even if it hasn't happened to him, apart from deliberate delay thinks it happens but has never experience it Q16b: Comments regarding a poor reputation of requiring tips or bribes to obtain service Q17: Are you familiar with Ministry of Land's Customer Service Charter Q17: Are you familiar with Ministry of Land's Customer Service Charter Q17: Are you familiar with Ministry of Land's Customer Service Charter Q17: Are you familiar with Ministry of Land's Customer Service Charter Q17: Are you familiar with Ministry of Land's Customer Service Charter 19 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q18: If yes, do you think the Charter has been helpful to you in better understa Q18: If yes, do you think the Charter has been helpful to you in better understa Q18: If yes, do you think the Charter has been helpful to you in better understa Q18: If yes, do you think the Charter has been helpful to you in better understa Q18: If yes, do you think the Charter has been helpful to you in better understa 19 1 Yes 2 No 3 No opinion 777 N/A 999 No response Q18: If yes, do you think the Charter has been helpful to you in better understanding your ights as a clients? Q19a: How would you compare the time it takes to process applications now with b Q19a: How would you compare the time it takes to process applications now with b Q19a: How would you compare the time it takes to process applications now with b Q19a: How would you compare the time it takes to process applications now with b Q19a: How would you compare the time it takes to process applications now with b 19 1 Much Faster 2 Slightly Faster 3 Much Slower 4 Slightly Slower 5 Same 6 No opinion 777 N/A 999 No response Q19a: How would you compare the time it takes to process applications now with before the changes Q19b: Comments regarding the time it takes to process applications Q19b: Comments regarding the time it takes to process applications Q19b: Comments regarding the time it takes to process applications Q19b: Comments regarding the time it takes to process applications Q19b: Comments regarding the time it takes to process applications 19 No comments in 2008 there were four registrars now there are only two the delay that was there then is still there now there is improvement Q20a: How would you compare the quality of customer care now with before the cha Q20a: How would you compare the quality of customer care now with before the cha Q20a: How would you compare the quality of customer care now with before the cha Q20a: How would you compare the quality of customer care now with before the cha Q20a: How would you compare the quality of customer care now with before the cha 19 1 Much better 2 Slightly better 3 Much worse 4 Slightly worse 5 Same 6 No opinion 777 N/A 999 No response Q20a: How would you compare the quality of customer care now with before the changes? Q20b: Comments regarding the quality of customer care Q20b: Comments regarding the quality of customer care Q20b: Comments regarding the quality of customer care Q20b: Comments regarding the quality of customer care Q20b: Comments regarding the quality of customer care 19 No comments collecting of documents is better organised little changes such as consent and lodging of documents. not bad though difficult to follow up an application as no staff is personally responsible usually there isn't anyone at counters to attend to clients Q21a: How would you compare the level of corruption now with before the changes Q21a: How would you compare the level of corruption now with before the changes Q21a: How would you compare the level of corruption now with before the changes Q21a: How would you compare the level of corruption now with before the changes Q21a: How would you compare the level of corruption now with before the changes 19 1 Much better 2 Slightly better 3 Much worse 4 Slightly worse 5 Same 6 No opinion 777 N/A 999 No response Q21b: Please explain Q21b: Please explain Q21b: Please explain Q21b: Please explain Q21b: Please explain 18 No explaination delayed tactics entail indirect way for asking for speed money doesn't believe in corruption as it is subjective to him had to determine as corruption takes place behind closed doors just heard from others. no personal experience no experience of such not been involved or caught up with anybody not experienced it not experinced it not seen it in person people are scared since late president mwanawasa's era Q22a: Overall, would you say that dealing with Ministry of Lands now is Q22a: Overall, would you say that dealing with Ministry of Lands now is Q22a: Overall, would you say that dealing with Ministry of Lands now is Q22a: Overall, would you say that dealing with Ministry of Lands now is Q22a: Overall, would you say that dealing with Ministry of Lands now is 19 1 Much better 2 Slightly better 3 Much worse 4 Slightly worse 5 Same 6 No opinion 777 N/A 999 No response Q22b: Comments regarding dealing with MInistry of Lands Q22b: Comments regarding dealing with MInistry of Lands Q22b: Comments regarding dealing with MInistry of Lands Q22b: Comments regarding dealing with MInistry of Lands Q22b: Comments regarding dealing with MInistry of Lands 19 2010 has ben worse No explaination appointments are still defered for locating documents it is much better leaves much to be desired less man power. there are less registrars, more of them would be much better. loss of files is less common we can sit down and explanation of what we can do are given by desk officers Q23: Have you ever contacte Lands with a complaint? Q23: Have you ever contacte Lands with a complaint? Q23: Have you ever contacte Lands with a complaint? Q23: Have you ever contacte Lands with a complaint? Q23: Have you ever contacte Lands with a complaint? 19 1 Yes 2 No 777 N/A 999 No response Q24a: If you have not lodged a complaint with Lands, why not Q24a: If you have not lodged a complaint with Lands, why not Q24a: If you have not lodged a complaint with Lands, why not Q24a: If you have not lodged a complaint with Lands, why not Q24a: If you have not lodged a complaint with Lands, why not 19 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I don't want trouble with them 5 Other 6 I don't want trouble with them and I am giving them time 7 They are the same people 8 Complaints not responded to on time 9 Usually verbal complaint is responded to 10 Staff are defensive of poor quality of service delivery 11 Recently registered 12 Don't know where to go 777 N/A 888 Don't know 999 No response Q25a: If yes, what was your complaint about Q25a: If yes, what was your complaint about Q25a: If yes, what was your complaint about Q25a: If yes, what was your complaint about Q25a: If yes, what was your complaint about 19 1 Amount of paperwork required as part of the application proc 2 Delays in gettig certificates 3 Unprofessional behaviour by staff members 4 Demands for extra payment or "speed money" 5 More serious criminal acts 6 Other 7 Delays in getting certificates + unprofessional behaviour 777 N/A 999 No response Q25b: Specify the other complaint Q25b: Specify the other complaint Q25b: Specify the other complaint Q25b: Specify the other complaint Q25b: Specify the other complaint 19 N/A someone obtained land title for their client Q26a: How did you lodge your complaint or suggestion? Q26a: How did you lodge your complaint or suggestion? Q26a: How did you lodge your complaint or suggestion? Q26a: How did you lodge your complaint or suggestion? Q26a: How did you lodge your complaint or suggestion? 19 1 Suggestion Box at the customer Service Centre 2 Spoke to a staff member 3 Wrote a letter to Lands management 4 Called Lands management 5 Contacted the Lands Integrity Committe 6 Contacted the Anti Corruption Committee 7 Contacted the ALAC 8 Other 9 Wrote a letter and called lands management 777 N/A 999 No response Q27a: Was Lands responsive to your concern Q27a: Was Lands responsive to your concern Q27a: Was Lands responsive to your concern Q27a: Was Lands responsive to your concern Q27a: Was Lands responsive to your concern 19 1 Yes 2 No 777 N/A 999 No Response Q27b: Comment Q27b: Comment Q27b: Comment Q27b: Comment Q27b: Comment 19 Concern was shown but lower ranked staff cannot effect change N/A No comments had a meeting with them and was directed on how to go about it they just say they are working on it, but they put it aside Q28: If yes, how soon did they respond to your concern Q28: If yes, how soon did they respond to your concern Q28: If yes, how soon did they respond to your concern Q28: If yes, how soon did they respond to your concern Q28: If yes, how soon did they respond to your concern 19 1 Same day 2 Within a week 3 Within a month 4 More than a month 777 N/A 999 No response Q29: How did they contact you? Q29: How did they contact you? Q29: How did they contact you? Q29: How did they contact you? Q29: How did they contact you? 19 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Other 777 N/A 999 No response Q30: Do you have additional comments you would like to share with us for evaluat Q30: Do you have additional comments you would like to share with us for evaluat Q30: Do you have additional comments you would like to share with us for evaluat Q30: Do you have additional comments you would like to share with us for evaluat Q30: Do you have additional comments you would like to share with us for evaluat 19 Commisioner is worst culprit- Is lazy thus lower offices are incapacitated. System is blocked from the top proliferates corruption Decentralise and improve on service delivery abrupt staff transfers. staff are the problem and not the computers increase the number of registrars as if not in the office, there isn't anyone to handle documents land intake has long queues. decentralisation will help more man power needed for example registrars no comment no comments processes are slow; need two officers at information desk understaffed hence need to have competent staff when filing in for title deeds the documents don't go with files so there fare chances of fraud, work load has increased therefore employ more staff for custormer service desk, regisrar and security doors. phone in service yes, attitude of staff towards clients isbad. they don't attend to clients. their attitudes attracts you to tip them yes, for morgages assign a registrar in the customer service centre. they shouldn't delay documents that have been paid for and increase number of registrars yes, hope evaluation will yield fruits yes, offers letters and leases take too long Q30: Do you have additional comments you would like to share with us for evaluation Respondent id Respondent id Respondent id Respondent id Respondent id 43 1 37 Q11a: Type of transactions Q11a: Type of transactions Q11a: Type of transactions Q11a: Type of transactions Q11a: Type of transactions 43 1 Transfer of Land Title 2 Recording of Deed 3 Land origination Deed 4 Registering Land Title 5 Payment of Property Tax 6 Other 7 Registering of Land Deed 8 Obtain Consent 9 Letter of offer 10 Mortgage and assignment 11 Mortgage 12 Registering caveat 13 Buying land 14 Conveyancing Q11c: Number of days taken Q11c: Number of days taken Q11c: Number of days taken Q11c: Number of days taken Q11c: Number of days taken 43 1 2 21 28 30 31 45 56 60 90 102 120 150 165 180 240 365 730 888 Don't know 999 No response 1095 2190 2555 2920 Q12: Did this correspond to the amount of time you were told it would take Q12: Did this correspond to the amount of time you were told it would take Q12: Did this correspond to the amount of time you were told it would take Q12: Did this correspond to the amount of time you were told it would take Q12: Did this correspond to the amount of time you were told it would take 43 1 Yes 2 No 888 Don't know 999 No response Q13: If not, how many days were you told it would take Q13: If not, how many days were you told it would take Q13: If not, how many days were you told it would take Q13: If not, how many days were you told it would take Q13: If not, how many days were you told it would take 43 1 7 14 15 21 28 40 60 90 888 Don't know 999 No response Q14: Did the time you were told it would take correspond to the time in the Mini Q14: Did the time you were told it would take correspond to the time in the Mini Q14: Did the time you were told it would take correspond to the time in the Mini Q14: Did the time you were told it would take correspond to the time in the Mini Q14: Did the time you were told it would take correspond to the time in the Mini 43 1 Yes 2 Faster 3 Slower 4 Not sure of charter 999 No response Q14: Did the time you were told it would take correspond to the time in the Ministry of Lands' customer service charter Respondent id Respondent id Respondent id Respondent id Respondent id 37 6 1 37 Q7a: Transactions trying to be completed with the Ministry of lands Q7a: Transactions trying to be completed with the Ministry of lands Q7a: Transactions trying to be completed with the Ministry of lands Q7a: Transactions trying to be completed with the Ministry of lands Q7a: Transactions trying to be completed with the Ministry of lands 43 1 Transfer of Land Title 2 Registering Land Deed 3 Registering Land Title 4 Payment of Property Tax 5 Letter of offer 6 Obtain land tittle 7 Ownership of tittle deed 8 Mortgage 9 Registering caveat 10 Consent 11 Buying land 12 Conveyancing 777 N/A Q7f: Transactions completed with the Ministry of lands Q7f: Transactions completed with the Ministry of lands Q7f: Transactions completed with the Ministry of lands Q7f: Transactions completed with the Ministry of lands Q7f: Transactions completed with the Ministry of lands 43 1 Transfer of Land Title 2 Registering Land Deed 3 Registering Land Title 4 Payment of Property Tax 5 Other 777 N/A Respondent id Respondent id Respondent id Respondent id Respondent id 37 1 37 Q2: Resident of Q2: Resident of Q2: Resident of Q2: Resident of Q2: Resident of 37 1 Lusaka 2 Northern Province 3 Eastern Province 4 Southern Province 5 Copperbelt 6 Western Province 7 NorthWestern 8 Central Q3a: For your transaction today with Ministry of Lands are you Q3a: For your transaction today with Ministry of Lands are you Q3a: For your transaction today with Ministry of Lands are you Q3a: For your transaction today with Ministry of Lands are you Q3a: For your transaction today with Ministry of Lands are you 37 1 applying in person 2 Here with my notary/agent checking on my application 3 An employee on behalf of your company 4 An agent on behalf of your client 5 An agent on behalf of your client 6 National housing authority Q8a: What was your source of information on how to register or pay? Q8a: What was your source of information on how to register or pay? Q8a: What was your source of information on how to register or pay? Q8a: What was your source of information on how to register or pay? Q8a: What was your source of information on how to register or pay? 37 1 Information desk at Lands Customer Service Centre 2 A desk officer at Lands Customer Service Centre 3 The signed placards in the Lands Customer Service Centre Off 4 Website 5 My notary/lawyer 6 My agent 7 Other 8 Lands Customer Service Centre (Information and desk officer) 9 My notary/lawyer and agent 10 Law firm 11 National housing authority 12 Self 13 Leaflet 14 Colleague 15 Lusaka City Council Q9a: Were the instructions Q9a: Were the instructions Q9a: Were the instructions Q9a: Were the instructions Q9a: Were the instructions 37 1 Yes 2 No 3 No opinion Q9b: Please explain Q9b: Please explain Q9b: Please explain Q9b: Please explain Q9b: Please explain 37 No explaination clearer from customer service centre dissemination of information is poor explanation lacked details of process followed up on land that was idle and went ot inormation desk, then referedto information officer instructions were vague instructions where understandable not easy to understand not sufficently only after desk officer explained procedure clearly explained proocedure was clear was told to go to counter 3 Q10a: Did the instructions correspond to the actual process that was followed Q10a: Did the instructions correspond to the actual process that was followed Q10a: Did the instructions correspond to the actual process that was followed Q10a: Did the instructions correspond to the actual process that was followed Q10a: Did the instructions correspond to the actual process that was followed 37 1 Yes 2 No 3 Don't know 4 Not sure 999 Not sure Q10b: Please explain Q10b: Please explain Q10b: Please explain Q10b: Please explain Q10b: Please explain 37 No explaination after current counter served promptly being sent back and forth incompetence by staff instructions differ from actual sources(long time) instructions not followed entirely process has been dragging for 8years (initially 90 days) process has taken more time than stated process took long taking longer than stated time has not corresponded time has not corresponded (6months instead of 2 weeks) Q15a: Have you had to make multiple visits to Ministry of Lands in order to chec Q15a: Have you had to make multiple visits to Ministry of Lands in order to chec Q15a: Have you had to make multiple visits to Ministry of Lands in order to chec Q15a: Have you had to make multiple visits to Ministry of Lands in order to chec Q15a: Have you had to make multiple visits to Ministry of Lands in order to chec 37 1 Yes 2 No 3 N/A 888 Don't know 999 No response Q15a: Have you had to make multiple visits to Ministry of Lands in order to check on the progress of your application or file additional paperwork Q15b: If yes, how many visits in total did you make to Ministry of Lands before Q15b: If yes, how many visits in total did you make to Ministry of Lands before Q15b: If yes, how many visits in total did you make to Ministry of Lands before Q15b: If yes, how many visits in total did you make to Ministry of Lands before Q15b: If yes, how many visits in total did you make to Ministry of Lands before 37 1 Checking every day 2 Checking every week 3 Checking every month 4 Don't know 777 N/A 999 No response Q15b: If yes, how many visits in total did you make to Ministry of Lands before picking up the completed application or have you made so far ttrying to get your case completed Q16: Have any of your documents or your file been lost during the process Q16: Have any of your documents or your file been lost during the process Q16: Have any of your documents or your file been lost during the process Q16: Have any of your documents or your file been lost during the process Q16: Have any of your documents or your file been lost during the process 37 1 Yes 2 No 3 Don't know 999 No response Q17: Were you at any point in the process, asked to meet a staff member privatel Q17: Were you at any point in the process, asked to meet a staff member privatel Q17: Were you at any point in the process, asked to meet a staff member privatel Q17: Were you at any point in the process, asked to meet a staff member privatel Q17: Were you at any point in the process, asked to meet a staff member privatel 37 1 Yes 2 No 777 N/A 999 No response Q17: Were you at any point in the process, asked to meet a staff member privately or away from the Customer Service Centre Q18: If yes please explain Q18: If yes please explain Q18: If yes please explain Q18: If yes please explain Q18: If yes please explain 37 N/A been asked to see officer for signature briefing on complexity of application registrry commissions officer to check through registry books told to check with registry for further information Q19: Did the amount you paid for your certificate correspond to the written noti Q19: Did the amount you paid for your certificate correspond to the written noti Q19: Did the amount you paid for your certificate correspond to the written noti Q19: Did the amount you paid for your certificate correspond to the written noti Q19: Did the amount you paid for your certificate correspond to the written noti 37 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q19: Did the amount you paid for your certificate correspond to the written notices at the Lands office Q20: If not, how much did you pay? (Kwacha) Q20: If not, how much did you pay? (Kwacha) Q20: If not, how much did you pay? (Kwacha) Q20: If not, how much did you pay? (Kwacha) Q20: If not, how much did you pay? (Kwacha) 36 1 777 N/A 999 No response 1001 other amount Q21: How would you rate your experience at Ministry of Lands in terms of staff c Q21: How would you rate your experience at Ministry of Lands in terms of staff c Q21: How would you rate your experience at Ministry of Lands in terms of staff c Q21: How would you rate your experience at Ministry of Lands in terms of staff c Q21: How would you rate your experience at Ministry of Lands in terms of staff c 37 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q21: How would you rate your experience at Ministry of Lands in terms of staff courtesy and knowledge Q22: How would you rate your experience at Ministry of Lands in terms waiting ti Q22: How would you rate your experience at Ministry of Lands in terms waiting ti Q22: How would you rate your experience at Ministry of Lands in terms waiting ti Q22: How would you rate your experience at Ministry of Lands in terms waiting ti Q22: How would you rate your experience at Ministry of Lands in terms waiting ti 37 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q22: How would you rate your experience at Ministry of Lands in terms waiting time to be served Q23:How would you rate your experience at Ministry of Lands in terms of processi Q23:How would you rate your experience at Ministry of Lands in terms of processi Q23:How would you rate your experience at Ministry of Lands in terms of processi Q23:How would you rate your experience at Ministry of Lands in terms of processi Q23:How would you rate your experience at Ministry of Lands in terms of processi 37 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q23:How would you rate your experience at Ministry of Lands in terms of processing time to obtain certificates Q24: How would you rate your experience at Ministry of Lands in terms of the com Q24: How would you rate your experience at Ministry of Lands in terms of the com Q24: How would you rate your experience at Ministry of Lands in terms of the com Q24: How would you rate your experience at Ministry of Lands in terms of the com Q24: How would you rate your experience at Ministry of Lands in terms of the com 37 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q24: How would you rate your experience at Ministry of Lands in terms of the comfort of the Customer Service Centre Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment 37 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 N/A 999 No response Q25a: Some government offices have a poor reputation of requiring extra payment (speed money) to obtain service. Do you think Ministry of Lands suffers from this problem Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain 37 No explaination been waiting for 8 years for not succuming this customer service centre is open there is transparency due to delays in service,clients are likely to offer bribes every institution has variety of people, not experienced it myself have witnessed this. refused to get involved haven't heard that hence slow pace despite computerized i have no idea it is happening though not experienced it myself it is happening where some poeple will find you in the que and are served before you just heard others talk about it just like other government offices knows it happens to some members of staff but not experienced it never experienced any malpractice never exprienced it no experience of it no experience. however clients themslves perpetuate it. no one has approached me no such experience nobody has hinted me on this not experienced it but over heard it happens not experienced it in person personally not encountered sometimes for procedure to move it has happened staff ask for favors at times - if not given process of documents would be slowed staff ask for favors in certain situations they don't a they don't talk straight but fo round the issue Q26: Are you familiar with Land's Customer Service? Q26: Are you familiar with Land's Customer Service? Q26: Are you familiar with Land's Customer Service? Q26: Are you familiar with Land's Customer Service? Q26: Are you familiar with Land's Customer Service? 37 1 Yes 2 No 3 No 777 N/A 999 No response Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa Q27: If yes, do you think the Charter has been helpful to you in better understa 37 1 Yes 2 No 3 No 777 N/A 999 No response Q27: If yes, do you think the Charter has been helpful to you in better understanding your rights as a client? Q28: Is this the first time that you have applied at Ministry of Lands Q28: Is this the first time that you have applied at Ministry of Lands Q28: Is this the first time that you have applied at Ministry of Lands Q28: Is this the first time that you have applied at Ministry of Lands Q28: Is this the first time that you have applied at Ministry of Lands 37 1 Yes 2 No 777 N/A 999 No response Q29: If you had applied at MInistry of Lands before, what year was this in? Q29: If you had applied at MInistry of Lands before, what year was this in? Q29: If you had applied at MInistry of Lands before, what year was this in? Q29: If you had applied at MInistry of Lands before, what year was this in? Q29: If you had applied at MInistry of Lands before, what year was this in? 37 777 N/A 999 No response 1994 1996 1999 2000 2001 2003 2004 2005 2007 2008 2009 2147483636 other amount Q30: If you had interacted with Ministry of Lands before, how would you compare Q30: If you had interacted with Ministry of Lands before, how would you compare Q30: If you had interacted with Ministry of Lands before, how would you compare Q30: If you had interacted with Ministry of Lands before, how would you compare Q30: If you had interacted with Ministry of Lands before, how would you compare 37 1 Faster 2 Slower 3 Same 4 No opinion 777 N/A 999 No response Q30: If you had interacted with Ministry of Lands before, how would you compare the time it took to process your application on your recent visit compared with your first visit Q31: How would you compare the quality of customer care on your recent visit com Q31: How would you compare the quality of customer care on your recent visit com Q31: How would you compare the quality of customer care on your recent visit com Q31: How would you compare the quality of customer care on your recent visit com Q31: How would you compare the quality of customer care on your recent visit com 37 1 Better 2 Worse 3 Same 4 Opinion 777 N/A 999 No response Q31: How would you compare the quality of customer care on your recent visit compared with your first visit Q32a: How would you compare the level of corruption on your recent visit compare Q32a: How would you compare the level of corruption on your recent visit compare Q32a: How would you compare the level of corruption on your recent visit compare Q32a: How would you compare the level of corruption on your recent visit compare Q32a: How would you compare the level of corruption on your recent visit compare 37 1 Better 2 Worse 3 Same 4 Opinion 5 Don't know 777 N/A 888 Don't know 999 No response Q32a: How would you compare the level of corruption on your recent visit compared with your first visit Q32b: Please explain Q32b: Please explain Q32b: Please explain Q32b: Please explain Q32b: Please explain 37 No explaination at least reduced despite the rumours to guage, we hear there are less iincidences because of fear don't pay attention to corrupt practices may be bad but haven't experienced it never experienced it no experience of it no one has asked for anything not been corrupted before not encountered not observed any malpractice some clients get title deeds in a day while most wait for years staff are asking for more money the young people they have put in, like to play and talk they don't tell you anything, they just imply Q33a: Heard about how to register at Ministry of Lands through any of the follow Q33a: Heard about how to register at Ministry of Lands through any of the follow Q33a: Heard about how to register at Ministry of Lands through any of the follow Q33a: Heard about how to register at Ministry of Lands through any of the follow Q33a: Heard about how to register at Ministry of Lands through any of the follow 37 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 Staff speaking at trade shows or busines association events 6 Other 7 No, I have never seen any public communication about Ministr 9 Colleague 12 TV and Newspaper announcements 13 TV, Newspaper annoucements and brochures 16 TV and Brochures 17 Newspaper and brochure 19 Radio, staff speaking at shows and brochures 20 Radio, Brochures and staff speaking at trade shows 21 Visit to Ministry of Lands 22 Radio and staff speaking at trade shows 23 Radio, brochure and staff speaking at trade shows 777 N/A 999 No response Q33a: Heard about how to register at Ministry of Lands through any of the following? Q34a: Have you ever contacted Ministry of Lands to complain about? Q34a: Have you ever contacted Ministry of Lands to complain about? Q34a: Have you ever contacted Ministry of Lands to complain about? Q34a: Have you ever contacted Ministry of Lands to complain about? Q34a: Have you ever contacted Ministry of Lands to complain about? 37 1 Amount of paperwork required as part of the application proc 2 Delays in service (Not receiving my certficate fast enough) 3 Unprofessional behaviour by staff members 4 Demands for extra payment or "speed money" 5 More serious criminal acts 6 Other 7 No, I have never lodged a complaint with Ministry of Lands 8 Record keeping/missing document 9 Illegal squatter on my land 10 Delays in service and inefficiency 777 N/A 999 No response Q35a: How did you lodge your complaint or suggestion Q35a: How did you lodge your complaint or suggestion Q35a: How did you lodge your complaint or suggestion Q35a: How did you lodge your complaint or suggestion Q35a: How did you lodge your complaint or suggestion 37 1 Suggestion box at the office 2 Spoke to staff member 3 Wrote a letter to management 4 Called the Ministry of Lands office 5 Lodged a complaint at the anti Corruption Commission 6 Lodged a complaint at the Advocacy Legal advice Centre 7 Other 777 N/A 999 No response Q35b: Other means of lodging complaint Q35b: Other means of lodging complaint Q35b: Other means of lodging complaint Q35b: Other means of lodging complaint Q35b: Other means of lodging complaint 37 N/A No response addressed letter to commisioner of lands spoke to secretary and asked for appointment with minister wrote letter to commissioner Q36a: Was Ministry of Lands responsive to your concen Q36a: Was Ministry of Lands responsive to your concen Q36a: Was Ministry of Lands responsive to your concen Q36a: Was Ministry of Lands responsive to your concen Q36a: Was Ministry of Lands responsive to your concen 37 1 Yes 2 No 777 N/A 999 No response Q36b: please explain Q36b: please explain Q36b: please explain Q36b: please explain Q36b: please explain 37 Commisioner got involved N/A No explaination No response minister was helpful rectified the problem they didn't respond but documents were found they never got back to me title missing, appled for affidavit for duplicate titles but no response wrote back but the issue is still pending Q37: If yes, how soon did they respond to your concern Q37: If yes, how soon did they respond to your concern Q37: If yes, how soon did they respond to your concern Q37: If yes, how soon did they respond to your concern Q37: If yes, how soon did they respond to your concern 37 1 Within a week 2 Within a month 3 More than a month 777 N/A 999 No response Q38a: How did they contact you? Q38a: How did they contact you? Q38a: How did they contact you? Q38a: How did they contact you? Q38a: How did they contact you? 37 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Went to ministry of lands in person 777 N/A 999 No response Q39a: If you have not lodged a compalint with Lands, why not? Q39a: If you have not lodged a compalint with Lands, why not? Q39a: If you have not lodged a compalint with Lands, why not? Q39a: If you have not lodged a compalint with Lands, why not? Q39a: If you have not lodged a compalint with Lands, why not? 37 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond or improve 3 I am too busy 4 I am concerned about possible repercussions 5 Other 6 Too busy and hard to get access to the right people 7 No suggestion box and I dont believe they will respond 777 N/A 999 No response Q39b: Other reason for not lodging a complaint with Lands Q39b: Other reason for not lodging a complaint with Lands Q39b: Other reason for not lodging a complaint with Lands Q39b: Other reason for not lodging a complaint with Lands Q39b: Other reason for not lodging a complaint with Lands 37 N/A dealing with lands for the first time do not know who to complain to don't know where to complain at don't know who to see or where to complain don't know whom to complain to giving them time as some offices are very busy, processes donn't worl out, person responsible unavai lands hasnt assigned any one to work on my case. next time i will go to the commissioner never, personal issue no basis for complaint not aware upstairs offices say they need reference from customer service centre Q40: Do you have additional comments you would like to share with us for our eva Q40: Do you have additional comments you would like to share with us for our eva Q40: Do you have additional comments you would like to share with us for our eva Q40: Do you have additional comments you would like to share with us for our eva Q40: Do you have additional comments you would like to share with us for our eva 37 Customer service should be improved, increase number of staff. members of staff are not punctual automate process centre is disorganised. person for lodging documents was transfered and there has been no replacement. the new staff is being oriented. conveyance system too slow no need to follow documents. too many staff workshops registrar not available, more to be done at lands departmental rotation should be encouraged; permanent secretary must exert his authority despite customer service centre to serve us, we still go to offices upstairs for services enjoyed survey questions so that we can move forward ground rates for farms are too high improve publicity improve publicity; quicken process (too much paperwork); improve customer relations; anti-corruption commission should be more active at lands increase number of cashiers increase number of staff and pay points. information desk must be manned and more publicity to be done inertia. slowness gives room for corruption members of staff not professional and understaffed. they need to employ more staff. There is ineffeciency. need to improve on customer care and delivery of service and curtesy need to improve on efficiency; work attitude needs improvement. need to allocate land appropriately to the project to be undertaken need to improve publicity of sources need to improve source especially time to obtain certificates no comment poor service intentional in order to make people corruptible. security doors should be manned procedure is quiet slow provide suggestion box. they have reduced corruption but should improve on instructions of directions quicken process reduce lunch break to 1hr30min from 2hrs should improve on directing poeple staff members need positive attitude towards work the process is frustrating; made to wait for long hours. the service is poor. the whole system is bad; process only move when bribes are offered. record system need to improve- too unproffessional bad work culture. should introduce phone lines specifically for clients to check on progress for their transactions. ther is alot to be done- be more responsive to complaint they haven't assigned anybody to work on my case as the previous staff is on suspension as was told they should improve and change some staff they should improve on speed. the process is slow and you keep wasting money especially for us who do not reside in lusaka they should try the process and procecedure. queues cannot reduce corruption too much paper work, no directions hence wastes time on wrong queue information desk should improve too much paperwork - should automate process where any employee is not available supervisor should find replacement why resume 14.30hours from lunch. staff need to work not play and giggle. efficience needed. documents are lost in governemtn custody Q40: Do you have additional comments you would like to share with us for our evaluation Respondent ID Respondent ID Respondent ID Respondent ID Respondent ID 85 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Q6a: Kinds of transations mostly hired for1 Q6a: Kinds of transations mostly hired for1 Q6a: Kinds of transations mostly hired for1 Q6a: Kinds of transations mostly hired for1 Q6a: Kinds of transations mostly hired for1 85 1 Name clearance 2 Registration of Business (Individual) 3 Registration of Business (Partnership) 4 Registration of Business (Corporation) 5 Annual Return of Business Name 6 Application for Incorporation as a Public Company 7 Application for Incorporation as a Private Company 8 Other Qb: Other transactions hired for Qb: Other transactions hired for Qb: Other transactions hired for Qb: Other transactions hired for Qb: Other transactions hired for 85 N/A change of directors and share capital change of directors and shares change of directors, alteration and transfer of shares, including allotment of share capital collection of certificates on behalf of client investment license and change of directors making changes preparation of articles for incorporation secretarial and finacial services including statory filling active company Respondent ID Respondent ID Respondent ID Respondent ID Respondent ID 16 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Q2a: Are you a (type of filer) Q2a: Are you a (type of filer) Q2a: Are you a (type of filer) Q2a: Are you a (type of filer) Q2a: Are you a (type of filer) 16 1 Notary/lawyer/accountant 2 Agent 3 Other 4 Own firm 5 On behalf of friends 6 Company secretaties and consultants 7 Company secretaries and consultants 8 Financial advisors 9 Secretarial services, tax audit advisory firm Q3: How many years company has been in operation Q3: How many years company has been in operation Q3: How many years company has been in operation Q3: How many years company has been in operation Q3: How many years company has been in operation 16 1 Less than 3 years 2 4 to 10 years 3 More than 10 years Q4a: Are your clients mostly (type of clients) Q4a: Are your clients mostly (type of clients) Q4a: Are your clients mostly (type of clients) Q4a: Are your clients mostly (type of clients) Q4a: Are your clients mostly (type of clients) 16 1 Individuals/households 2 Companies/Investors 3 Both above 4 Other Q5a: Where are clients mostly located?1 Q5a: Where are clients mostly located?1 Q5a: Where are clients mostly located?1 Q5a: Where are clients mostly located?1 Q5a: Where are clients mostly located?1 16 1 Lusaka province 2 Copperbelt province 3 Eastern province 4 Southern province 5 Foreign country 6 Other 7 All over Zambia 8 Lusaka and Southern Provinces + Foreign Country 9 Lusaka Province and Foreign Country 10 Lusaka, Copperbelt and NorthWestern Province Q7a: Do you mostly apply (means of registration) Q7a: Do you mostly apply (means of registration) Q7a: Do you mostly apply (means of registration) Q7a: Do you mostly apply (means of registration) Q7a: Do you mostly apply (means of registration) 16 1 in person 2 send an employee 3 Other 4 Another person on commission 5 In person and send employees Q8a: Average number of days to complete transaction (Business name) Q8a: Average number of days to complete transaction (Business name) Q8a: Average number of days to complete transaction (Business name) Q8a: Average number of days to complete transaction (Business name) Q8a: Average number of days to complete transaction (Business name) 16 1 2 3 4 5 777 N/A 999 No response Q8b: Average number of days to complete transaction (Incorporation) Q8b: Average number of days to complete transaction (Incorporation) Q8b: Average number of days to complete transaction (Incorporation) Q8b: Average number of days to complete transaction (Incorporation) Q8b: Average number of days to complete transaction (Incorporation) 16 2 3 4 5 7 777 N/A 999 No response Q8c: Other transaction Q8c: Other transaction Q8c: Other transaction Q8c: Other transaction Q8c: Other transaction 16 N/A annual return of business name change of directors finishing process for client investment license making change Q9d: Average number of days to complete transaction (Other) Q9d: Average number of days to complete transaction (Other) Q9d: Average number of days to complete transaction (Other) Q9d: Average number of days to complete transaction (Other) Q9d: Average number of days to complete transaction (Other) 16 1 3 5 30 777 N/A 888 Don't know 999 No response Q9: Do you or your staff members have to make multiple visits in order to check Q9: Do you or your staff members have to make multiple visits in order to check Q9: Do you or your staff members have to make multiple visits in order to check Q9: Do you or your staff members have to make multiple visits in order to check Q9: Do you or your staff members have to make multiple visits in order to check 16 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q9: Do you or your staff members have to make multiple visits in order to check on the progress of your application or file additional paperwork? Q10: If yes, on average how many visits in total are made before certificates ar Q10: If yes, on average how many visits in total are made before certificates ar Q10: If yes, on average how many visits in total are made before certificates ar Q10: If yes, on average how many visits in total are made before certificates ar Q10: If yes, on average how many visits in total are made before certificates ar 16 1 2 - 3 2 4 - 5 3 More than 5 777 N/A 888 Don't know 999 No response Q10: If yes, on average how many visits in total are made before certificates are ready? Q11: Is your company ever asked for extra money to speed up registration? Q11: Is your company ever asked for extra money to speed up registration? Q11: Is your company ever asked for extra money to speed up registration? Q11: Is your company ever asked for extra money to speed up registration? Q11: Is your company ever asked for extra money to speed up registration? 16 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q12a: Some government offices have a poor reputation of requiring tips to obtain Q12a: Some government offices have a poor reputation of requiring tips to obtain Q12a: Some government offices have a poor reputation of requiring tips to obtain Q12a: Some government offices have a poor reputation of requiring tips to obtain Q12a: Some government offices have a poor reputation of requiring tips to obtain 16 1 Yes, a common problem 2 Yes,, but only sometimes 3 Yes, but very rarely 4 No, this doesn't happen 5 Decline to reply 777 N/A 888 Don't know 999 No response Q12a: Some government offices have a poor reputation of requiring tips to obtain service. Is this a problem at PACRO? Q12b: Comments Q12b: Comments Q12b: Comments Q12b: Comments Q12b: Comments 16 No comments it used to be no such experience staff work like they are doing clients a favor as opposed to service there is improvement now Q13a: How would you compare the time it takes to process your applications now w Q13a: How would you compare the time it takes to process your applications now w Q13a: How would you compare the time it takes to process your applications now w Q13a: How would you compare the time it takes to process your applications now w Q13a: How would you compare the time it takes to process your applications now w 16 1 Much Faster 2 Slightly Faster 3 Much Slower 4 Slightly Slower 5 Same 6 No Opinion 777 N/A 888 Don't know 999 No response Q13a: How would you compare the time it takes to process your applications now with before the changes? Q13b: Comment Q13b: Comment Q13b: Comment Q13b: Comment Q13b: Comment 16 No comments more comfort but still long queues new system but still slow one is guaranteed to be served but case officers are not that many seems they are overwhelmed with customers Q14a: How would you compare the quality of customer care now with before the cha Q14a: How would you compare the quality of customer care now with before the cha Q14a: How would you compare the quality of customer care now with before the cha Q14a: How would you compare the quality of customer care now with before the cha Q14a: How would you compare the quality of customer care now with before the cha 16 1 Much Better 2 Slightly Better 3 Much Worse 4 Slightly Worse 5 Same 6 No Opinion 777 N/A 888 Don't know 999 No response Q14a: How would you compare the quality of customer care now with before the changes? Q14b: Comment Q14b: Comment Q14b: Comment Q14b: Comment Q14b: Comment 16 No comments improvement in customer care must improve system (computers) no more benches; more points to go to Q15a: How would you compare the level of corruption now with before the changes? Q15a: How would you compare the level of corruption now with before the changes? Q15a: How would you compare the level of corruption now with before the changes? Q15a: How would you compare the level of corruption now with before the changes? Q15a: How would you compare the level of corruption now with before the changes? 16 1 Much Better 2 Slightly Better 3 Much Worse 4 Slightly Worse 5 Same 6 No Opinion 777 N/A 888 Don't know 999 No response Q15b: Please explain Q15b: Please explain Q15b: Please explain Q15b: Please explain Q15b: Please explain 16 No explaination alost eradicated everyone sits in one room so there is transparency it isn't there now no corruption service is good - no need to bribe anymore transactions can now be followed up with any officer as opposed to just one person with computerization it is difficult to bribe anyone Q16a: Overall experience with PACRO now Q16a: Overall experience with PACRO now Q16a: Overall experience with PACRO now Q16a: Overall experience with PACRO now Q16a: Overall experience with PACRO now 16 1 Much Better 2 Slightly Better 3 Much Worse 4 Slightly Worse 5 Same 6 No Opinion 777 N/A 888 Don't know 999 No response Q16b: Comment Q16b: Comment Q16b: Comment Q16b: Comment Q16b: Comment 16 No comments flexible and helpful staff good relationship at PACRO, esp assistant registrar have greatly improved system does not update documents - one must go there several times they are making an effort time taken to lodge application is longer within the last 3 years we have been in operation Q17: Have you ever contacted PACRO with a complaint? Q17: Have you ever contacted PACRO with a complaint? Q17: Have you ever contacted PACRO with a complaint? Q17: Have you ever contacted PACRO with a complaint? Q17: Have you ever contacted PACRO with a complaint? 16 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q18a: If you have not lodged a complaint with PACRO, why not? Q18a: If you have not lodged a complaint with PACRO, why not? Q18a: If you have not lodged a complaint with PACRO, why not? Q18a: If you have not lodged a complaint with PACRO, why not? Q18a: If you have not lodged a complaint with PACRO, why not? 16 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I do not want to trouble them (afraid of repercussions) 5 Other 777 N/A 888 Don't know 999 No response Q19a: If yes, what was complaint about? Q19a: If yes, what was complaint about? Q19a: If yes, what was complaint about? Q19a: If yes, what was complaint about? Q19a: If yes, what was complaint about? 16 1 Amount of paperwork required as part of the application pro 2 Delays in getting certificates 3 Unprofessional behavior by staff members 4 Demands for extra payment or "speed money" 5 More seroius criminal acts 6 Other 7 Amount of paperwork required & delays in getting certificate 8 Amount of paperwork required & failure to update files 9 Amount of paperwork required and filling system 10 Delays in getting certificates & non receipted annual return 777 N/A 888 Don't know 999 No response Q19c: Other complaint Q19c: Other complaint Q19c: Other complaint Q19c: Other complaint Q19c: Other complaint 16 N/A lack of synchronization for details submitted for annual returns and information on PACRO system system Q20a: How did you lodge your complaint or suggestion?1 Q20a: How did you lodge your complaint or suggestion?1 Q20a: How did you lodge your complaint or suggestion?1 Q20a: How did you lodge your complaint or suggestion?1 Q20a: How did you lodge your complaint or suggestion?1 16 1 Suggestion box at the office 2 Spoke to a staff member 3 Wrote a letter to management 4 Called management 5 Contacted the Anti-Corruption Commission 6 Contact the ALAC 7 Spoke to staff member & wrote letter to management 777 N/A 888 Don't know 999 No response Q21a: Was PACRO responsive to your concern? Q21a: Was PACRO responsive to your concern? Q21a: Was PACRO responsive to your concern? Q21a: Was PACRO responsive to your concern? Q21a: Was PACRO responsive to your concern? 16 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q21b: Comment Q21b: Comment Q21b: Comment Q21b: Comment Q21b: Comment 16 N/A No comment have not responded up to date registrar was quick to respond Q22: If yes, how soon did they respond to your concern? Q22: If yes, how soon did they respond to your concern? Q22: If yes, how soon did they respond to your concern? Q22: If yes, how soon did they respond to your concern? Q22: If yes, how soon did they respond to your concern? 16 1 Within a week 2 Within a month 3 More than a month 777 N/A 888 Don't know 999 No response Q23a: How did they contact you?1 Q23a: How did they contact you?1 Q23a: How did they contact you?1 Q23a: How did they contact you?1 Q23a: How did they contact you?1 16 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Didn't contact me but I saw improvement 5 Other 777 N/A 888 Don't know 999 No response Q24a: Do you have additional comments you would like to share with us for our ev Q24a: Do you have additional comments you would like to share with us for our ev Q24a: Do you have additional comments you would like to share with us for our ev Q24a: Do you have additional comments you would like to share with us for our ev Q24a: Do you have additional comments you would like to share with us for our ev 16 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q24a: Do you have additional comments you would like to share with us for our evaluation? Q24b: Comment Q24b: Comment Q24b: Comment Q24b: Comment Q24b: Comment 16 N/A Record keeping is poor - work on updating system effectively; staff need training in legal terms Record keeping is poor; system shold be made simpler both for staff anf clients before computerization, process was slow but now is faster improve on service delivery; more assistance should be offered to first time applicants increase working hours in afternoon need to improve efficiency need to raise awareness over annual returns via newspapers, television and radio reduce number of officers a client must see before lodging application satisfied with service sometimes there are delays due to system problem and power failure update information on PACRO data base immediately clients submit documents update information on PACRO data base immediately clients submit documents; increase number of cashiers to reduce queues update information on PACRO data base immediately clients submit documents; need more case officers update information on PACRO data base immediately clients submit documents; speed up processes; open policy has led to improvement Respondent ID Respondent ID Respondent ID Respondent ID Respondent ID 40 1 40 Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent 40 account assistant accountant administration officer branch manager business owner chief executive officer consultant director excecutive director legal assistant legal clerk manager managing director marketing manager owner partner pharmacist proprietor secretary Q3a: Sector Q3a: Sector Q3a: Sector Q3a: Sector Q3a: Sector 40 1 Manufacturing 2 Trade 3 Services 4 Other 5 Finance 6 Trade, services and manufacturing 7 Farming 8 Construction and general supply 9 Legal counsel 10 Construction 11 ngo 12 General dealing 13 Trade and services 14 Manufacturing and Services Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership 40 1 Sole Proprietor 2 Partnership 3 Private company 4 Public company 5 Foreign company registered in Zambia 777 N/A 999 No response Q5a: Where is the headquarters of the company you are registering Q5a: Where is the headquarters of the company you are registering Q5a: Where is the headquarters of the company you are registering Q5a: Where is the headquarters of the company you are registering Q5a: Where is the headquarters of the company you are registering 40 1 Lusaka Province 2 Copperbelt Province 3 Central Province 4 Southern Province 5 Northen Province 6 Western Province 777 N/A 999 No response Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover 40 1 Under 100 million kwacha 2 Between 100 and 500 million kwacha 3 Between 500 and 1 million 4 Between 1 and 5 billion 5 Between 6 and 10 million 6 Between 11 and 20 billion 7 Above 20 billion 777 N/A 999 No response Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees 40 1 1 - 5 2 6 - 10 3 11 - 20 4 21 - 50 5 51 - 100 6 100 - 500 7 Over 500 777 N/A 888 Don't know 999 No response Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged 40 1 Lusaka 2 Ndola 3 Livingstone 4 Chipata 777 N/A 999 No response Q9a: Operations you completed recently with PACRO Q9a: Operations you completed recently with PACRO Q9a: Operations you completed recently with PACRO Q9a: Operations you completed recently with PACRO Q9a: Operations you completed recently with PACRO 40 1 Name Clearance 2 Registration of Business Name (Individual) 3 Registration of Business (Partnership) 4 Registration of Business Name (Corporation) 5 Annual Return of Business Name 6 Application for Incorporation as a Public Company 7 Application for Incorporation as a Private Company 8 Other 777 N/A 888 Don't know 999 No response Q9b: Operations you completed recently with Immigration (Other requests made ) Q9b: Operations you completed recently with Immigration (Other requests made ) Q9b: Operations you completed recently with Immigration (Other requests made ) Q9b: Operations you completed recently with Immigration (Other requests made ) Q9b: Operations you completed recently with Immigration (Other requests made ) 40 N/A annaul return for limited company annaul return of business name annaul returns of a business name change of directors change of share capital change of shares increase on share of capital name clearance Q10a: Source of information on how to register Q10a: Source of information on how to register Q10a: Source of information on how to register Q10a: Source of information on how to register Q10a: Source of information on how to register 40 1 Information desk at PACRO 2 A desk officer at PACRO 3 The signed placard in the PACRO office 4 PACRO Website 5 My notary/lawyer 6 My agent 7 Other 8 TV and Colleague 9 Self 10 Fellow client 11 tv 12 Self 13 Friend 14 Colleague 15 Bank 16 Cbec Officer 17 Information desk at PACRO and fellow client 18 Information desk and a desk officer at PACRO 19 Information desk and PACRO website 777 N/A 999 No response Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear 40 1 Yes 2 No 3 No opinion 777 N/A 999 No response Q11b: Please explain Q11b: Please explain Q11b: Please explain Q11b: Please explain Q11b: Please explain 40 No explaination but sometimes not all the steps are outlined familiar with process had to enquire from someone else however, needed more clarification information was clear instructions were self explanatory not clear- got the form, filled in took to the desk then they told me to have two copies. too much t specific instructions and advice very clear very friendly and always give answers to everything website is efficient but lacks some finer details Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? 40 1 Yes 2 No 3 No opinion 777 N/A 999 No response Q12b: Please explain Q12b: Please explain Q12b: Please explain Q12b: Please explain Q12b: Please explain 40 No explaination after recieving more information the procedure was clear details weren't explained no difficulties were encountered procedure correspond to steps except for information not given process wenton as pretty much described on the website takes a full day cumbersome the system is corrupt Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin 40 1 Same day 2 Less than a week 3 Less than 2 weeks 4 Less than 4 weeks 5 Over a month 777 N/A 888 Don't know 999 No response Q13: How long did it take to complete your transaction with immigration (counting from time of lodging application to time of receiving completed document)? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? 40 1 Yes 2 No 3 Don't know 777 N/A 999 No response Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog 40 1 Yes 2 No 3 N/A (used an agent or notary ) 777 N/A 888 Don't know 999 No response Q15: Did you have to make multiple visits to PACRO in order to check on the progress of your application or file additional paperwork Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th 40 1 2 - 3 2 4 - 5 3 More than 5 777 N/A 888 Don't know 999 No response Q16: If yes, how many visits in total did you make to PACRO before picking up the completed application Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv 40 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q17: Were you at any point in the process, asked to meet a staf member in a private office or away from the Customer Service Centre Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain 40 N/A No response from cashier service referred to first block room for other office specific application Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n 40 1 Yes 2 No 3 Don't know 777 N/A 888 Don't know 999 No response Q19: Did the amount you paid for your certificate(s) correspond to the written notices at the PACRO office? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? 40 777 N/A 888 Don't know 999 No response 275000 Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and 40 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 No response Q21: How would you rate your experience at PACRO in terms of staff courtesy and knowledge? Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be 40 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 No response Q22: How would you rate your experience at PACRO in terms of waiting time to be served? Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to 40 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 No response Q23: How would you rate your experience at PACRO in terms of processing time to obtain documents? Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the 40 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 No response Q24: How would you rate your experience at PACRO in terms of the comfort of the Customer Service Center? Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment 40 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 No response 888 Don't know 999 No response Q25a: Some government offices have a poor reputation of requiring extra payment (speed money) to obtain service. Do you think PACRO suffers from this problem? Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain 40 No explaination have not encountered it have witnessed clients give money to staff in order to "jump" queue i dont think so never been approached internal control seems efficient many government offices have this problem never experienced any corruption but busy poeple pay bribes never experienced malpractice never observed malpractice not observed any malpractice nver experienced it processes are speed up when agents handle the transactions service is automated used to happen way back but not any more Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? 40 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? 40 777 N/A 888 Don't know 999 No response 1985 1990 1992 1997 2001 2002 2004 2005 2006 2007 2009 Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent 40 1 Yes 2 No 3 Don't remember 777 N/A 888 Don't know 999 No response Q29: If you used a notary or agent, what was your reason for not applying in per Q29: If you used a notary or agent, what was your reason for not applying in per Q29: If you used a notary or agent, what was your reason for not applying in per Q29: If you used a notary or agent, what was your reason for not applying in per Q29: If you used a notary or agent, what was your reason for not applying in per 40 1 Notary/lawyer was handling all aspects of my company's incor 2 It is too time consuming to apply myself 3 It is too confusing to apply myself(I am unclear or the req) 4 I am located outside of Lusaka and can't apply where I live 5 Other 777 N/A 888 Don't know 999 No response Q29: If you used a notary or agent, what was your reason for not applying in person Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why 40 N/A just busy Q30: If you selected "too time consuming or "too confusing", please explain why you have this impression Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K 40 777 N/A 888 Don't know 999 No response 50000 Q31: How much did you pay the agent to conduct the transaction on your behalf (Kwacha) Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your 40 1 Faster 2 Slower 3 Same 4 No opinion 777 N/A 888 Don't know 999 No response Q32: How would you compare the time it took to process your application on your recent visit compared with your first visit Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com 40 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 888 Don't know 999 No response Q33: How would you compare the quality of customer care on your recent visit compared with your first visit? Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare 40 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 888 Don't know 999 No response Q34a: How would you compare the level of corruption on your recent visit compared with your first visit? Q34b: Please explain Q34b: Please explain Q34b: Please explain Q34b: Please explain Q34b: Please explain 40 N/A No explaination corrruption will never stop because clients themsives offer bribes everything has gone on accordingly never encountered it never encuontered it never experienced malpractice never happened to me before no malpractice no malpractice observed not aware of extent to which corruption goes nver had any experience opportunities for corruption are less since new system is faster Q35a: Heard about PACRO through Q35a: Heard about PACRO through Q35a: Heard about PACRO through Q35a: Heard about PACRO through Q35a: Heard about PACRO through 40 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 PACRO speaking at trade shows or business association events 6 Other 7 No, never seen any public communications about Immigration 8 Colleague 9 Website/internet 10 Road advert 11 TV and Radio announcements 12 TV and Newspaper announcements 13 TV, Newspaper and Brochures 18 Brochures and Website 21 TV, Radio, Newspaper and Brochures 22 TV, Radio and Newspaper 23 TV, Radio, Newspaper, Brochures and Pacro speaking at shows 24 TV and Website 25 TV, Newspaper and PACRO speaking at shows 26 TV and PACRO speaking at shows 777 N/A 888 Don't know 999 No response Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the a Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the a Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the a Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the a Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the a 40 1 Amount of paperwork required as part of the application pro 2 Delays in service (Not receiving my document fast enough) 3 Unprofessional behavior by staff members 4 Demands for extra payment or "speed money" 5 More seroius criminal acts 6 Other 7 No, I have never lodges a complaint with Immigration 8 Poor guidance 777 N/A 888 Don't know 999 No response Q36a: Contacted PACRO to complain (Amount of paperwork required as part of the application process) Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi 40 1 Suggestion box at the office 2 Spoke to a staff member 3 Wrote a letter to management 4 Called the PACRO office 5 Logged a complaint at the Anti-Corruption Commission 6 Lodged a complaint at the Advocacy Legal Advice Centre 7 Other 777 N/A 888 Don't know 999 No response Q37: How did you lodge your complaint or suggestion? (Suggestion box at the office ) Q38a: Was PACRO responsive to your concern? Q38a: Was PACRO responsive to your concern? Q38a: Was PACRO responsive to your concern? Q38a: Was PACRO responsive to your concern? Q38a: Was PACRO responsive to your concern? 40 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q38b: Please explain Q38b: Please explain Q38b: Please explain Q38b: Please explain Q38b: Please explain 40 N/A No explaination superviser acted by speaking to staff members Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? 40 1 Within a week 2 Within a month 3 More than a month 777 N/A 888 Don't know 999 No response Q40a: How did they contact you? Q40a: How did they contact you? Q40a: How did they contact you? Q40a: How did they contact you? Q40a: How did they contact you? 40 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Didn't contact me but I saw improvement 5 Other 777 N/A 888 Don't know 999 No response Q41a: If you have not lodged a complaint with PACRO, why not? Q41a: If you have not lodged a complaint with PACRO, why not? Q41a: If you have not lodged a complaint with PACRO, why not? Q41a: If you have not lodged a complaint with PACRO, why not? Q41a: If you have not lodged a complaint with PACRO, why not? 40 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I am concerned about possible repercussions 5 Other 6 Don't see the need to complain 7 First time applicant 8 Rarely do business at PACRO 777 N/A 888 Don't know 999 No response Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva 40 No explaination a lot of documentation involved, national tender board should be brought under one umbrella. it is cumbersome customer relations need to impove; staff have poor work culture decentralisation has only been in lusaka and copperbelt. there is need to do so in other towns doing a good job but queues are long for them to do much better they should employ more poeple e.g receptionist on the other block is needed. it would be nice if most government departments worked with their poeple effciently. let poeple apply online and will improve services. log in all information more courtesy required ; customers should not be on long ques for a long time; should increase working hours need customer service orientation. information desk should be able to effectivel provide all information. more need for publicity need to improve service, long lives at cashier pacro should decentralize payment process should be improved - need to have more cashiers payment process should be quickened payment process should be quickened; information desk should improve process is long process is long and complicated process is long; insufficient man power satisfied with pacro's services satisfied with service satisfied with service; customer relations are good send reminders for annaul returns as fees are too high should speed up the process at customer care. should inroduce online registration as it would reduce quinng and conjestion. takes long to attend to customers. the interview ended becuase the respondent was rushing for some other business the system to process is getting slow compared to when it was opened (come about 10am and you wiil be served just before 16hrs) maybe because more poeple are setting up their own business there is need to employ more members of staff because it is under staffed especially cashiers they should decentralise the the whole system from initial stage of registration to the last stage. (provicial capitals should have) visited pacro this year and is very impressive last year they had a very difficult manat information desk but now they have a very god man. we need senior officers to explain instructions at information desk. with current computer technology long ques do not make sense. Q42: Do you have additional comments you would like to share with us for our evaluation? Explainn Respondent ID Respondent ID Respondent ID Respondent ID Respondent ID 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent Q2: Position of respondent 15 No response accountant assistant manager coordinator director manager marketing manager owner partner Q3: Sector Q3: Sector Q3: Sector Q3: Sector Q3: Sector 15 1 Manufacturing 2 Trade 3 Services 4 Other 5 Trade and Agriculture 6 Trade and Services 7 Trade and Spares 777 N/A 999 No response Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership 15 1 Sole Proprietor 2 Partnership 3 Private company 4 Public company 5 Foreign company registered in Zambia 777 No response 999 No response Q5: Where is the headquarters of the company you are registering Q5: Where is the headquarters of the company you are registering Q5: Where is the headquarters of the company you are registering Q5: Where is the headquarters of the company you are registering Q5: Where is the headquarters of the company you are registering 15 1 Lusaka Province 2 Copperbelt Province 3 Central Province 4 Southern Province 5 Other 777 N/A 999 No response Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover Q6: What is your company's annual turnover 15 1 Under 100 million kwacha 2 Between 100 and 500 million kwacha 3 Between 500 and 1 million 4 Between 1 and 5 billion 5 Between 6 and 10 million 6 Between 11 and 20 billion 7 Above 20 billion 777 No response 999 No response Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees 15 1 1 - 5 2 6 - 10 3 11 - 20 4 21 - 50 5 51 - 100 6 100 - 500 7 Over 500 777 N/A 888 Don't know 999 No response Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged Q8: At which PACRO branch was your application lodged 15 1 Lusaka 2 Ndola 3 Livingstone 4 Chipata 777 N/A 999 No response Q9: Operations you completed recently with PACRO Q9: Operations you completed recently with PACRO Q9: Operations you completed recently with PACRO Q9: Operations you completed recently with PACRO Q9: Operations you completed recently with PACRO 15 1 Name Clearance 2 Registration of Business Name (Individual) 3 Registration of Business (Partnership) 4 Registration of Business Name (Corporation) 5 Annual Return of Business Name 6 Application for Incorporation as a Public Company 7 Application for Incorporation as a Private Company 8 Change of name 9 Registration of business (Individual & Partnership) 777 N/A 888 Don't know 999 No response Q10: Source of information on how to register Q10: Source of information on how to register Q10: Source of information on how to register Q10: Source of information on how to register Q10: Source of information on how to register 15 1 Information desk at PACRO 2 A desk officer at PACRO 3 The signed placard in the PACRO office 4 PACRO Website 5 My notary/lawyer 6 My agent 7 Information at PACRO, website and TV 8 A desk officer at PACRO and website 9 Information desk and desk officer at PACRO 10 Information desk at PACRO and Colleague 11 PACRO employee away from office 12 A desk officer at PACRO and Colleague 13 Brochure 777 N/A 999 No response Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear Q11a: Were the instructions clear 15 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q11b: Please explain Q11b: Please explain Q11b: Please explain Q11b: Please explain Q11b: Please explain 15 Had to use a lawyer initially to understand the forms No explaination but front desk should offer more information process was long Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? Q12a: Did the instructions correspond to the actual process that was followed? 15 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q12b: Please explain Q12b: Please explain Q12b: Please explain Q12b: Please explain Q12b: Please explain 15 N/A but process is simpler on tv simple and straight forward Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin Q13: How long did it take to complete your transaction with immigration (countin 15 1 Same day 2 Less than a week 3 Less than 2 weeks 4 Less than 4 weeks 5 Over a month 777 N/A 888 Don't know 999 No response Q13: How long did it take to complete your transaction with immigration (counting from time of lodging application to time of receiving completed document)? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? Q14: Did this time correspond to the amount of time you were told it would take? 15 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog Q15: Did you have to make multiple visits to PACRO in order to check on the prog 15 1 Yes 2 No 3 N/A (used an agent or notary ) 777 N/A 999 No response Q15: Did you have to make multiple visits to PACRO in order to check on the progress of your application or file additional paperwork Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th Q16: If yes, how many visits in total did you make to PACRO before picking up th 15 1 2 - 3 2 4 - 5 3 More than 5 777 N/A 999 No response Q16: If yes, how many visits in total did you make to PACRO before picking up the completed application Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv Q17: Were you at any point in the process, asked to meet a staf member in a priv 15 1 Yes 2 No 777 N/A 999 No response Q17: Were you at any point in the process, asked to meet a staf member in a private office or away from the Customer Service Centre Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain Q18: If yes, please explain 15 N/A met supervisor to seek clarification regarding process Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n Q19: Did the amount you paid for your certificate(s) correspond to the written n 15 1 Yes 2 No 3 Don't know 777 N/A 999 No response Q19: Did the amount you paid for your certificate(s) correspond to the written notices at the PACRO office? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? Q20: If not how much did you pay? 15 777 N/A 999 No response Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and Q21: How would you rate your experience at PACRO in terms of staff courtesy and 15 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q21: How would you rate your experience at PACRO in terms of staff courtesy and knowledge? Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be Q22: How would you rate your experience at PACRO in terms of waiting time to be 15 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 N/A Q22: How would you rate your experience at PACRO in terms of waiting time to be served? Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to Q23: How would you rate your experience at PACRO in terms of processing time to 15 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 999 No response Q23: How would you rate your experience at PACRO in terms of processing time to obtain documents? Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the Q24: How would you rate your experience at PACRO in terms of the comfort of the 15 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 No response 999 No response Q24: How would you rate your experience at PACRO in terms of the comfort of the Customer Service Center? Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment Q25a: Some government offices have a poor reputation of requiring extra payment 15 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 N/A 888 Don't know 999 No response Q25a: Some government offices have a poor reputation of requiring extra payment (speed money) to obtain service. Do you think PACRO suffers from this problem? Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain Q25b: Please explain 15 N/A a client was chased away for offering a bribe never experinced such a thing no such experience Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? Q26: Was this the first time that you had applied at PACRO? 15 1 Yes 2 No 777 N/A 999 No response Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? Q27: If you had applied at PACRO before, what year was this in? 15 777 N/A 999 No response 2008 2009 Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent Q28: During your last transation with PACRO did you use an agent 15 1 Yes 2 No 3 Don't remember 777 N/A 999 No response Q29: If you used a notary or agent, ehat was your reason for not applying in per Q29: If you used a notary or agent, ehat was your reason for not applying in per Q29: If you used a notary or agent, ehat was your reason for not applying in per Q29: If you used a notary or agent, ehat was your reason for not applying in per Q29: If you used a notary or agent, ehat was your reason for not applying in per 15 1 Notary/lawyer was handling all aspects of my company's incor 2 It is too time consuming to apply myself 3 It is too confusing to apply myself(I am unclear or the req) 4 I am located outside of Lusaka and can't apply where I live 5 Other 777 N/A 999 No response Q29: If you used a notary or agent, ehat was your reason for not applying in person Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why Q30: If you selected "too time consuming or "too confusing", please explain why 15 N/A not familiar with the law and didn't want to make mistakes Q30: If you selected "too time consuming or "too confusing", please explain why you have this impression Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K Q31: How much did you pay the agent to conduct the transaction on your behalf (K 15 777 N/A 999 No response 350000 Q31: How much did you pay the agent to conduct the transaction on your behalf (Kwacha) Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your Q32: How would you compare the time it took to process your application on your 15 1 Faster 2 Slower 3 Same 4 No opinion 777 N/A 999 No response Q32: How would you compare the time it took to process your application on your recent visit compared with your first visit Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com Q33: How would you compare the quality of customer care on your recent visit com 15 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No response Q33: How would you compare the quality of customer care on your recent visit compared with your first visit? Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare Q34a: How would you compare the level of corruption on your recent visit compare 15 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No response Q34a: How would you compare the level of corruption on your recent visit compared with your first visit? Q34b: Please explain Q34b: Please explain Q34b: Please explain Q34b: Please explain Q34b: Please explain 15 N/A No explaination no corruption no experience of malpractice Q35: Heard about PACRO through Q35: Heard about PACRO through Q35: Heard about PACRO through Q35: Heard about PACRO through Q35: Heard about PACRO through 15 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 PACRO speaking at trade shows or business association events 6 Other 7 No, never seen any public communications about Immigration 8 TV, Radio and Newspaper 9 TV, Radio, Website and Public forum 10 TV and Newspaper 11 Newspaper and brochure 12 TV, Newspaper and PACRO speaking at shows 13 TV and Radio 777 N/A 888 Don't know 999 No response Q36: Contacted PACRO to complain (Amount of paperwork required as part of the ap Q36: Contacted PACRO to complain (Amount of paperwork required as part of the ap Q36: Contacted PACRO to complain (Amount of paperwork required as part of the ap Q36: Contacted PACRO to complain (Amount of paperwork required as part of the ap Q36: Contacted PACRO to complain (Amount of paperwork required as part of the ap 15 1 Amount of paperwork required as part of the application pro 2 Delays in service (Not receiving my document fast enough) 3 Unprofessional behavior by staff members 4 Demands for extra payment or "speed money" 5 More seroius criminal acts 6 Other 7 No, I have never lodges a complaint with Immigration 777 N/A 888 Don't know 999 No response Q36: Contacted PACRO to complain (Amount of paperwork required as part of the application process) Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi Q37: How did you lodge your complaint or suggestion? (Suggestion box at the offi 15 1 Suggestion box at the office 2 Spoke to a staff member 3 Wrote a letter to management 4 Called the PACRO office 5 Other 777 N/A 999 No response Q37: How did you lodge your complaint or suggestion? (Suggestion box at the office ) Q38: Was PACRO responsive to your concern? Q38: Was PACRO responsive to your concern? Q38: Was PACRO responsive to your concern? Q38: Was PACRO responsive to your concern? Q38: Was PACRO responsive to your concern? 15 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q38: Please explain Q38: Please explain Q38: Please explain Q38: Please explain Q38: Please explain 15 N/A No explaination said service would be better next time when name was cleared, certificate came out in good time Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? Q39: If yes, how soon did they respond to your concern? 15 1 Within a week 2 Within a month 3 More than a month 777 N/A 999 No response Q40: How did they contact you? Q40: How did they contact you? Q40: How did they contact you? Q40: How did they contact you? Q40: How did they contact you? 15 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Didn't contact me but I saw improvement 5 Other 777 N/A 999 No response Q41: If you have not lodged a complaint with PACRO, why not? Q41: If you have not lodged a complaint with PACRO, why not? Q41: If you have not lodged a complaint with PACRO, why not? Q41: If you have not lodged a complaint with PACRO, why not? Q41: If you have not lodged a complaint with PACRO, why not? 15 1 I am satisfied with their service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I am concerned about possible repercussions 5 Other 777 N/A 999 No response Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva Q42: Do you have additional comments you would like to share with us for our eva 15 No explaination PACRO is doing a good job agents are a nuisance - they don't guide their clients well glad to have pacro in livingstone; need to improve effiecieny; need to improve publicity good customer care, they shouldn't slacken pacro is okay in livingstone but lusaka was very bad in 2008 pacro need to improve publicity pacro office is small; payment by check should be allowed pacro shold go into rural areas as well - help farmers satisfied with service satisfied with service; glad to have pacro in livingstone satisfied with service; managers office is too open Q42: Do you have additional comments you would like to share with us for our evaluation? Explainn Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID 9 1 2 3 4 5 6 7 8 9 Type of Industry Type of Industry Type of Industry Type of Industry Type of Industry 9 Agriculture Energy Energy (Oil marketing) Motor Industry Motor Vehicle trade Motor vehicle industry Retail Telecommunications Primary borders crossing Primary borders crossing Primary borders crossing Primary borders crossing Primary borders crossing 9 1 Chirundu 2 Kazungula 3 Nakonde 4 Lusaka international airport 5 Other Other primry border crossing Other primry border crossing Other primry border crossing Other primry border crossing Other primry border crossing 9 Livingstone N/A Primary destination Primary destination Primary destination Primary destination Primary destination 9 1 sadc 2 Other African countries 3 Europe 4 Asia 5 Other 6 Company does not export 777 N/A 888 No response Source Country Source Country Source Country Source Country Source Country 9 1 sadc 2 Other African countries 3 Europe 4 Asia 5 Other 777 N/A 888 No response Have you been enrolled in Customs Accredited Client Program Have you been enrolled in Customs Accredited Client Program Have you been enrolled in Customs Accredited Client Program Have you been enrolled in Customs Accredited Client Program Have you been enrolled in Customs Accredited Client Program 9 1 Yes, my company is currently enrolled 2 Was invited but process hasn't been completed 3 Was enrolled but currently suspended 888 Don't know What year was firm invited to join the CACP What year was firm invited to join the CACP What year was firm invited to join the CACP What year was firm invited to join the CACP What year was firm invited to join the CACP 9 1 2005 2 2006 3 2007 4 2008 777 N/A 888 No response 999 Dont know 2007 2008 2009 What year was audited for the CACP What year was audited for the CACP What year was audited for the CACP What year was audited for the CACP What year was audited for the CACP 9 1 2005 2 2006 3 2007 4 2008 777 N/A 888 No response 999 Dont know 2007 2008 2009 What year was firm enrolled in the CACP What year was firm enrolled in the CACP What year was firm enrolled in the CACP What year was firm enrolled in the CACP What year was firm enrolled in the CACP 9 1 2005 2 2006 3 2007 4 2008 777 N/A 888 No response 999 Dont know 2007 2008 2009 Would you describe the enrollment process as Would you describe the enrollment process as Would you describe the enrollment process as Would you describe the enrollment process as Would you describe the enrollment process as 9 1 Efficient 2 Acceptable 3 Difficult 4 No opinion 888 Don't know Please Explain Please Explain Please Explain Please Explain Please Explain 9 Consignment given preference as goods only stay for a maximum of 3 hours It is Good It take long to enroll No response Paperwork was laborious but the result was zero. Paperwork was too extensive and unnecessary. All documentation as provided but ZRA demanded too much The enrollment process certain reqiurements given in a long form was not clear They asked for a lot of information which we provided ZRA has not streamlined the process well. It takes to long to complete had already been invited based on the number of imprints Days it took to comply with the application process Days it took to comply with the application process Days it took to comply with the application process Days it took to comply with the application process Days it took to comply with the application process 9 1 Don't remember 30 45 60 120 187 365 888 Don't know If audit was done, how many days did it take to comply with requirements If audit was done, how many days did it take to comply with requirements If audit was done, how many days did it take to comply with requirements If audit was done, how many days did it take to comply with requirements If audit was done, how many days did it take to comply with requirements 9 3 Still not concluded 4 Audit was not done 30 84 180 365 888 Don't know Did ZRA clearly communicate the requirements of the audit? Did ZRA clearly communicate the requirements of the audit? Did ZRA clearly communicate the requirements of the audit? Did ZRA clearly communicate the requirements of the audit? Did ZRA clearly communicate the requirements of the audit? 9 1 Yes 2 No 777 Not applicable 888 Don't know Did your audit consist of physical inspection/visit by ZRA officials Did your audit consist of physical inspection/visit by ZRA officials Did your audit consist of physical inspection/visit by ZRA officials Did your audit consist of physical inspection/visit by ZRA officials Did your audit consist of physical inspection/visit by ZRA officials 9 1 Yes 2 No 777 N/A 888 Dont know 999 No response Did your audit consist of paperwork and provision of financial information? Did your audit consist of paperwork and provision of financial information? Did your audit consist of paperwork and provision of financial information? Did your audit consist of paperwork and provision of financial information? Did your audit consist of paperwork and provision of financial information? 9 1 Yes 2 No 777 N/A 888 Dont know 999 No response How many days did it take after the audit for ZRA to give you clearance to join How many days did it take after the audit for ZRA to give you clearance to join How many days did it take after the audit for ZRA to give you clearance to join How many days did it take after the audit for ZRA to give you clearance to join How many days did it take after the audit for ZRA to give you clearance to join 9 3 Still not concluded 4 Audit was not done 30 90 120 777 N/A 888 Don't know How many days did it take after the audit for ZRA to give you clearance to join the Accredited Economic Operator Program? Did you have to pay a fee for the enrollment process? Did you have to pay a fee for the enrollment process? Did you have to pay a fee for the enrollment process? Did you have to pay a fee for the enrollment process? Did you have to pay a fee for the enrollment process? 9 1 Yes 2 No 888 Don't know If yes, what was the amount? If yes, what was the amount? If yes, what was the amount? If yes, what was the amount? If yes, what was the amount? 9 777 N/A Has your company been suspended from the program at any point since enrollment? Has your company been suspended from the program at any point since enrollment? Has your company been suspended from the program at any point since enrollment? Has your company been suspended from the program at any point since enrollment? Has your company been suspended from the program at any point since enrollment? 9 1 Yes 2 No 888 Don't know If yes, to question 20, were the reasons communicated clearly? If yes, to question 20, were the reasons communicated clearly? If yes, to question 20, were the reasons communicated clearly? If yes, to question 20, were the reasons communicated clearly? If yes, to question 20, were the reasons communicated clearly? 9 1 Yes 2 No 777 N/A 888 Don't know What were the reasons given (Circle all that apply) What were the reasons given (Circle all that apply) What were the reasons given (Circle all that apply) What were the reasons given (Circle all that apply) What were the reasons given (Circle all that apply) 9 1 Financial controls were considered inadequate 2 Inventory controls were considered inadequate 3 Past problems with customs payments 4 Other 777 N/A 888 Don't know Have you been given clear instructions on what you need to do to re-enroll? Have you been given clear instructions on what you need to do to re-enroll? Have you been given clear instructions on what you need to do to re-enroll? Have you been given clear instructions on what you need to do to re-enroll? Have you been given clear instructions on what you need to do to re-enroll? 9 1 Yes 2 No 777 N/A 888 Don't know Will you try to re-enroll? Will you try to re-enroll? Will you try to re-enroll? Will you try to re-enroll? Will you try to re-enroll? 9 1 Yes 2 No 3 Not decided 777 N/A 888 Don't know Please explain Please explain Please explain Please explain Please explain 9 N/A We are still in the process as there are many requirements that ZRA needs We have to becuse we have such big volumes that we need a 5 day credit window and speedy clearance through the border Before the CACP, how long (on average) did it take for your cargo to clear the b Before the CACP, how long (on average) did it take for your cargo to clear the b Before the CACP, how long (on average) did it take for your cargo to clear the b Before the CACP, how long (on average) did it take for your cargo to clear the b Before the CACP, how long (on average) did it take for your cargo to clear the b 9 1 3 4 5 12 15 777 Not Applicable 888 Don't know Before the CACP, how long (on average) did it take for your cargo to clear the border? (indicate number of days) Since the CACP, how many days on average does it take for your cargo to clear th Since the CACP, how many days on average does it take for your cargo to clear th Since the CACP, how many days on average does it take for your cargo to clear th Since the CACP, how many days on average does it take for your cargo to clear th Since the CACP, how many days on average does it take for your cargo to clear th 9 1 2 5 777 Not applicable 888 Don't know Since the CACP, how many days on average does it take for your cargo to clear the border on average? (indicate number of days, weeks, months etc) Compared to before you were enrolled in the program, is your cargo subject to Compared to before you were enrolled in the program, is your cargo subject to Compared to before you were enrolled in the program, is your cargo subject to Compared to before you were enrolled in the program, is your cargo subject to Compared to before you were enrolled in the program, is your cargo subject to 9 1 Few inspections 2 Same number of inspections 3 More inspections 777 Not applicable 888 Don't know How do you pay your VAT and customs duties How do you pay your VAT and customs duties How do you pay your VAT and customs duties How do you pay your VAT and customs duties How do you pay your VAT and customs duties 9 1 Cash at the border 2 Line of credit from ZRA 3 Other Describe the other Describe the other Describe the other Describe the other Describe the other 9 By cheque Goods get bonded and we pay later N/A We pay by cheques Have you experienced problems with the payments of your VAT and customs duties? Have you experienced problems with the payments of your VAT and customs duties? Have you experienced problems with the payments of your VAT and customs duties? Have you experienced problems with the payments of your VAT and customs duties? Have you experienced problems with the payments of your VAT and customs duties? 9 1 Yes, more than once a month 2 Yes, but rarely 3 No problems If yes to Q 29, what is the cause of the problem? If yes to Q 29, what is the cause of the problem? If yes to Q 29, what is the cause of the problem? If yes to Q 29, what is the cause of the problem? If yes to Q 29, what is the cause of the problem? 9 Credit terms pose a time constraint N/A No response Other response Payment must be made within 5 days but paperwork takes long and this leads to blocking of account If yes to Q29, has this slowed the clearance of goods through customs? If yes to Q29, has this slowed the clearance of goods through customs? If yes to Q29, has this slowed the clearance of goods through customs? If yes to Q29, has this slowed the clearance of goods through customs? If yes to Q29, has this slowed the clearance of goods through customs? 9 1 Yes 2 No 777 N/A 888 Don't know If yes, how long are the delays on average (indicate number of days) If yes, how long are the delays on average (indicate number of days) If yes, how long are the delays on average (indicate number of days) If yes, how long are the delays on average (indicate number of days) If yes, how long are the delays on average (indicate number of days) 9 1 3 4 777 Not applicable 888 Don't know 999 No response Comment Comment Comment Comment Comment 9 No response They count 5 calender days instead of 5 working days even though BOZ isn't open We have to check with Livingstone we get goods on bond; commissioner must be persuaded to get goods faster Has joining the CACP program benefited your company? Has joining the CACP program benefited your company? Has joining the CACP program benefited your company? Has joining the CACP program benefited your company? Has joining the CACP program benefited your company? 9 1 Very much 2 Somewhat 3 No 777 Not applicable 888 Don't know Please explain your response Please explain your response Please explain your response Please explain your response Please explain your response 9 No response There is no good infrastructure to facilitate CACP as trucks get stuck queues Vehicles get through the border much faster. The program has improved our relationship and cordination with ZRA We are given priority at customs We get cargo much faster through the border We would have loved things to be better. Credit days are too short (5days) Are you familiar with the Zambia Threshold Program? Are you familiar with the Zambia Threshold Program? Are you familiar with the Zambia Threshold Program? Are you familiar with the Zambia Threshold Program? Are you familiar with the Zambia Threshold Program? 9 1 Yes 2 No 888 Don't know If yes, were the activities relevant to reducing congestion and corruption at th If yes, were the activities relevant to reducing congestion and corruption at th If yes, were the activities relevant to reducing congestion and corruption at th If yes, were the activities relevant to reducing congestion and corruption at th If yes, were the activities relevant to reducing congestion and corruption at th 9 1 Very relevant 2 Moderately relevant 3 Relevant 4 Not very relevant 5 Irrelevant 777 Not applicable 888 Don't know If yes, were the activities relevant to reducing congestion and corruption at the borders? Please explain Please explain Please explain Please explain Please explain 9 Any programme is just as good as the people running it. There is no dedicatio currently Conjestion and risk of damage to our vehicles has been greatly reduced. No commment on corruption as we have not experienced any N/A No response We have ben given preference to clear cargo at the borders at faster rate than before Since 2006 has congestion at the border Since 2006 has congestion at the border Since 2006 has congestion at the border Since 2006 has congestion at the border Since 2006 has congestion at the border 9 1 Improved 2 Stayed the same 3 Gotten worse 888 Don't know Please explain Please explain Please explain Please explain Please explain 9 CACP effect in terms of reducing conjestion at the border may be inaccurately assessed because lately imports decreased significantly due to the economic crisis. Now conjestion has started going up due to improvements in the economy Chirundu has improved but Kapiri has remained the same I have not gon eto the order for many months It is not perfect at all but things have genrally improved No response The are higher volumes of imports have heard that things are getting worse Since 2006 has corruption at the border Since 2006 has corruption at the border Since 2006 has corruption at the border Since 2006 has corruption at the border Since 2006 has corruption at the border 9 1 Improved 2 Stayed the same 3 Gotten worse 888 Don't know Please explain Please explain Please explain Please explain Please explain 9 No response Other response We work with a reputable clearing agent and they pay fro clearance and customs Since 2006 has customer service at the border Since 2006 has customer service at the border Since 2006 has customer service at the border Since 2006 has customer service at the border Since 2006 has customer service at the border 9 1 Improved 2 Stayed the same 3 Gotten worse 888 Don't know Please explain Please explain Please explain Please explain Please explain 9 No response Providers of service are more efficient to accredited clients The clearing agent deals with customs The time spent clearing short and the staff are very responsive There has been improvements in the facilities at the border and customes officials are now more efficient in their duties We use agents and they are the ones who deal with ZRA Some government offices have a poor reputation of requiring extra payment (speed Some government offices have a poor reputation of requiring extra payment (speed Some government offices have a poor reputation of requiring extra payment (speed Some government offices have a poor reputation of requiring extra payment (speed Some government offices have a poor reputation of requiring extra payment (speed 9 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 No response Some government offices have a poor reputation of requiring extra payment (speed money) to obtain service. Do you think ZRA suffers from this problem? Please explain Please explain Please explain Please explain Please explain 9 Maybe it is possible based on what i hear No response Not a ppossibility for BP Zambia Some people clear faster than others They are quite approachable no experience of it Some border crossings have a poor reputation of demanding extra payments during Some border crossings have a poor reputation of demanding extra payments during Some border crossings have a poor reputation of demanding extra payments during Some border crossings have a poor reputation of demanding extra payments during Some border crossings have a poor reputation of demanding extra payments during 9 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 No response Some border crossings have a poor reputation of demanding extra payments during physical inspections. Do you think your firm is impacted by this problem? Please explain Please explain Please explain Please explain Please explain 9 No response Physical inspection is done and fixed amount is asked for Road block officers always ask for money. They will always come up with a case for the driver to pay a fine Do you trans-ship goods across Zambia? Do you trans-ship goods across Zambia? Do you trans-ship goods across Zambia? Do you trans-ship goods across Zambia? Do you trans-ship goods across Zambia? 9 1 Yes 2 No 888 Don't know If you trans-ship goods, do you find that repayment of bonds is If you trans-ship goods, do you find that repayment of bonds is If you trans-ship goods, do you find that repayment of bonds is If you trans-ship goods, do you find that repayment of bonds is If you trans-ship goods, do you find that repayment of bonds is 9 1 Faster than before 2 same as before 3 Slower than before 888 Don't know 999 No response Comment Comment Comment Comment Comment 9 No Comment The general rule is that goods must be exited at the border within 5 days and that is exactly what we do Are you familiar with ZRA's Customer Standards Charter for processing time at th Are you familiar with ZRA's Customer Standards Charter for processing time at th Are you familiar with ZRA's Customer Standards Charter for processing time at th Are you familiar with ZRA's Customer Standards Charter for processing time at th Are you familiar with ZRA's Customer Standards Charter for processing time at th 9 1 Yes 2 No Are you familiar with ZRA's Customer Standards Charter for processing time at the border and refunds of VAT? If yes, do you think the Charter has been helpful to you in better understanding If yes, do you think the Charter has been helpful to you in better understanding If yes, do you think the Charter has been helpful to you in better understanding If yes, do you think the Charter has been helpful to you in better understanding If yes, do you think the Charter has been helpful to you in better understanding 9 1 Yes 2 No 3 No opinion 777 N/A 888 Don't know If yes, do you think the Charter has been helpful to you in better understanding your rights as a client? Have you ever contacted ZRA to complain about: (circle all that apply) Have you ever contacted ZRA to complain about: (circle all that apply) Have you ever contacted ZRA to complain about: (circle all that apply) Have you ever contacted ZRA to complain about: (circle all that apply) Have you ever contacted ZRA to complain about: (circle all that apply) 9 1 Delays in customes clearance 2 Demand for speed money or other irregular payment 3 Delays in posting the VAT and duties payment 4 Delays in repayment of your ond ot VAT refund 5 Other 6 No. Never contacted them Describe other Describe other Describe other Describe other Describe other 9 Delays in processing clearance certificates Delays in processing line of credit Delays in reciepting our payment N/A Poor level of security at the customes clearance premises blocking of account due to payment problems delays in receiving confirmation of funds when account is blocked How did you lodge your complaint or suggestion? How did you lodge your complaint or suggestion? How did you lodge your complaint or suggestion? How did you lodge your complaint or suggestion? How did you lodge your complaint or suggestion? 9 1 Suggestion Box 2 Spoke to a senior officer 3 Wrote a letter to management 5 Other 777 N/A If you did contact them, were they responsive to your concern? If you did contact them, were they responsive to your concern? If you did contact them, were they responsive to your concern? If you did contact them, were they responsive to your concern? If you did contact them, were they responsive to your concern? 9 1 Yes 2 No 777 N/A 888 Don't know Comment Comment Comment Comment Comment 9 N/A They just promised that they would improve bust nothing has changed They were very slow at responding We have to work out another way of paying as e-payment is a challenge clearing documents are too simple and not handled in a secure manner. The documents are therefore liable to fraud helpful senior officials when delays have been on their side, have used discretion to unblock account Do you have additional comments you would like to share? Do you have additional comments you would like to share? Do you have additional comments you would like to share? Do you have additional comments you would like to share? Do you have additional comments you would like to share? 9 1 Yes 2 No 888 Don't know Comment Comment Comment Comment Comment 9 Even with preferential treatment, reduction in number of days isn't working; should be amended to 5 working days for duty, VAT and clearing Generally ZRA has improved in as a proffesional institute. They can howver do better If ZRA want ot amke money, they should act quickly in processing things. Credit time should be extended from 5 days to 15. They must communicate effectively N/A This programme is working very well and hopefully this will continue We feel that ZRA has many issues on trust and this make it very difficult to deal with them. They should deal with different companies on case-by-case basis rathere than apply a general approach for all companies We would like to have the option of pre-clean. We need more than five days, especially over weekends ZRA have been slow in implementing the programme. The privileges are not easily communicated ZRA should work with Road Traffic and Safety Authority and International police to speed up clearance of cargo Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID 61 1 30 Q8a: Operations registration Q8a: Operations registration Q8a: Operations registration Q8a: Operations registration Q8a: Operations registration 61 1 Taxpayer ID Number 2 VAT registration 3 Income tax registration 4 Tax clearance certifcate 5 Other operations registration 6 PAYE (Pay As You Earn) 7 Tax returns 8 Invoice Tax Number Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID Questionnaire ID 30 1 30 Q2: Respondent position Q2: Respondent position Q2: Respondent position Q2: Respondent position Q2: Respondent position 30 1 Business owner applyinng in person 2 An employee 3 A notary/lawyer/accountant 4 An agent 5 Other status Q3: Sector Q3: Sector Q3: Sector Q3: Sector Q3: Sector 30 1 Manufacturing 2 Trade 3 Services 4 Agriculture 5 Other 6 Trade and Services 7 Construction 8 Services and Construction 9 Construction and Maintenance 10 Services and Construction 11 Trade and manufacturing 12 Trade, Mining and Transport 13 Trade, Manufacturing and Services 14 Services and Consultancy 888 Don't know Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership Q4: Form of ownership 30 1 Sole proprietor 2 Partnership 3 Private company 4 Public company 5 Foreign company registered in Zambia 6 Other form of ownership 999 No response Q5: HQ of company Q5: HQ of company Q5: HQ of company Q5: HQ of company Q5: HQ of company 30 1 Lusaka 2 Northern province 3 Eastern province 4 Southern province 5 Foreign company 6 Other HQ of company Q6b: Annual turnover Q6b: Annual turnover Q6b: Annual turnover Q6b: Annual turnover Q6b: Annual turnover 30 1 Business hasn't commenced yet 777 N/A 888 Don't know 999 No response Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees Q7: Number of employees 30 1 1-2 2 3-5 3 6-29 4 30-70 Q8: Operations registration Q8: Operations registration Q8: Operations registration Q8: Operations registration Q8: Operations registration 30 1 Taxpayer ID Number 2 VAT registration 3 Income tax registration 4 Tax clearance certifcate 5 Other operations registration 6 PAYE (Pay As You Earn) 7 Tax returns 8 Invoice Tax Number Q9a: Source of information Q9a: Source of information Q9a: Source of information Q9a: Source of information Q9a: Source of information 30 1 Information desk at ZRA 2 A desk officer at ZRA 3 The signed placards in the ZRA office 4 ZRA Website 5 ZRA brochures 6 My notary/lawyer 7 My agent 8 Other source of information 9 Colleague 10 Self 11 pacro Q9b: Source of information Q9b: Source of information Q9b: Source of information Q9b: Source of information Q9b: Source of information 30 1 Information desk at ZRA 2 A desk officer at ZRA 3 The signed placards in the ZRA office 4 ZRA Website 5 ZRA brochures 6 My notary/lawyer 7 My agent 8 Other source of information 9 Colleague 10 Self 11 pacro 777 N/A Q9c: Source of information Q9c: Source of information Q9c: Source of information Q9c: Source of information Q9c: Source of information 30 1 Information desk at ZRA 2 A desk officer at ZRA 3 The signed placards in the ZRA office 4 ZRA Website 5 ZRA brochures 6 My notary/lawyer 7 My agent 8 Other source of information 9 Colleague 10 Self 11 pacro 777 N/A Q9d: Source of information Q9d: Source of information Q9d: Source of information Q9d: Source of information Q9d: Source of information 30 1 Information desk at ZRA 2 A desk officer at ZRA 3 The signed placards in the ZRA office 4 ZRA Website 5 ZRA brochures 6 My notary/lawyer 7 My agent 8 Other source of information 9 Colleague 10 Self 11 pacro 777 N/A Q9e: Source of information Q9e: Source of information Q9e: Source of information Q9e: Source of information Q9e: Source of information 30 1 Information desk at ZRA 2 A desk officer at ZRA 3 The signed placards in the ZRA office 4 ZRA Website 5 ZRA brochures 6 My notary/lawyer 7 My agent 8 Other source of information 9 Colleague 10 Self 11 pacro 777 N/A Q10: Instructions clear? Q10: Instructions clear? Q10: Instructions clear? Q10: Instructions clear? Q10: Instructions clear? 30 1 Very clear 2 Somewhat clear 3 Not clear 4 No opinion 999 No response Q11: If not clear, why not? Q11: If not clear, why not? Q11: If not clear, why not? Q11: If not clear, why not? Q11: If not clear, why not? 30 1 Forms difficult to understand 2 I gpt cpnflicting or wrong instructions from staff 3 Staff use bureaucratic language I can't understand 4 Staff don't know the answers to my questions 5 Other if not clear, why not? 6 Inadequate information for a layman to grasp 7 System isn't flexible-too time consuming 777 N/A 999 No response Q12: When applied did staff tell you Q12: When applied did staff tell you Q12: When applied did staff tell you Q12: When applied did staff tell you Q12: When applied did staff tell you 30 1 Come back next day 2 Come back next week 3 Processed while I waited 4 Come after 3 days 5 Come after 2 days 6 Check within 2 months 7 Come after 4 days 8 It takes more than a month 999 No response Q13a: How many days did completion take - TPN Q13a: How many days did completion take - TPN Q13a: How many days did completion take - TPN Q13a: How many days did completion take - TPN Q13a: How many days did completion take - TPN 30 1 2 3 7 14 777 N/A 888 Don't know 999 NA (still in process) Q13b: How many days did completion take - VAT Q13b: How many days did completion take - VAT Q13b: How many days did completion take - VAT Q13b: How many days did completion take - VAT Q13b: How many days did completion take - VAT 30 2 3 4 14 30 777 N/A 888 Don't know 999 NA (still in process) Q13c: How many days did completion take - Income TAX Q13c: How many days did completion take - Income TAX Q13c: How many days did completion take - Income TAX Q13c: How many days did completion take - Income TAX Q13c: How many days did completion take - Income TAX 30 1 3 7 14 777 N/A 888 Don't know 999 NA (still in process) Q13d: How many days for other transaction? Q13d: How many days for other transaction? Q13d: How many days for other transaction? Q13d: How many days for other transaction? Q13d: How many days for other transaction? 30 1 3 7 30 777 N/A 888 Don't know 999 NA (still in process) Q13e: Specify other transaction Q13e: Specify other transaction Q13e: Specify other transaction Q13e: Specify other transaction Q13e: Specify other transaction 30 N/A PAYE tax clearance tax refund tax refunds Q14: Whether multiple visits were made to ZRA? Q14: Whether multiple visits were made to ZRA? Q14: Whether multiple visits were made to ZRA? Q14: Whether multiple visits were made to ZRA? Q14: Whether multiple visits were made to ZRA? 30 1 Yes 2 No 3 na 999 No response Q15: How many total visits did you make? Q15: How many total visits did you make? Q15: How many total visits did you make? Q15: How many total visits did you make? Q15: How many total visits did you make? 30 2 3 4 777 N/A 999 No response Q16: Did you pay for your certificate(s)? Q16: Did you pay for your certificate(s)? Q16: Did you pay for your certificate(s)? Q16: Did you pay for your certificate(s)? Q16: Did you pay for your certificate(s)? 30 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q17: If yes, how much did you pay? Q17: If yes, how much did you pay? Q17: If yes, how much did you pay? Q17: If yes, how much did you pay? Q17: If yes, how much did you pay? 30 (yet to pay) N/A Q18: Was money or favors requested to issue your registration? Q18: Was money or favors requested to issue your registration? Q18: Was money or favors requested to issue your registration? Q18: Was money or favors requested to issue your registration? Q18: Was money or favors requested to issue your registration? 30 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q19a: Rate courtesy and knowledge at ZRA Q19a: Rate courtesy and knowledge at ZRA Q19a: Rate courtesy and knowledge at ZRA Q19a: Rate courtesy and knowledge at ZRA Q19a: Rate courtesy and knowledge at ZRA 30 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't Management 999 No response Q19b: Comment Q19b: Comment Q19b: Comment Q19b: Comment Q19b: Comment 30 In comparison to other service centres, ZRA is not up to par No comments Some don't have technical know how, might give wrong information to customers Staff are quite knowledgeable although there is no sufficient man power to attend to clients especially at cashiers office Staff do not shade more light on procedures to be followed on the application process. They are too bried and take for granted that one is knowledeable about the application process Staff knowledge is not very good. Very few people know how to give efficient responses and may at times give contradictory responses or advice. Staff courtesy is quite ok. The staff have no motivation, they are incompetent an slow They seem well informed although one or two of the staff are not very knowledgeable (could be new employees) information desk should provide more information about registration process insufficient number os staff to attend to clients only problem is with cashiers - takes too long some staff are kind and kmowledgeable while others are not some staff lack good customer service skills - moody and impolite some staff seem better trained and better informed than others sometimes staff are few and queues are long; sometimes service is good, other times bad staff are efficient staff are well informed and efficient staff do not appear to be experienced staff have different pieces of advice staff lack a sense of urgency - talk on phone for long periods, attend to clients they know staff lack a sense of urgency - talk on phone for long periods; guidance to clients is poor staff need to have more information and knowledge on system operations staff normally concerned with personal matters e.g personal phone calls staff not polite staff performance is below par system is better - there is a measure of efficiency when making tax payments service takes too long at cashiers but staff are quite well informed Q20: How long did you wait to be served in CSC? Q20: How long did you wait to be served in CSC? Q20: How long did you wait to be served in CSC? Q20: How long did you wait to be served in CSC? Q20: How long did you wait to be served in CSC? 30 1 hour 10 minutes 15 minutes 2 minutes 20 minutes 25 minutes 3 hours 30 minutes 4 hours 40 minutes 45 minutes 5 minutes No response Q21: Rate period of obtain certificates Q21: Rate period of obtain certificates Q21: Rate period of obtain certificates Q21: Rate period of obtain certificates Q21: Rate period of obtain certificates 30 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 N/A Q22: Rate comfort at ZRA in terms of CSC? Q22: Rate comfort at ZRA in terms of CSC? Q22: Rate comfort at ZRA in terms of CSC? Q22: Rate comfort at ZRA in terms of CSC? Q22: Rate comfort at ZRA in terms of CSC? 30 1 Very good 2 Satisfactory 3 Poor 4 No opinion 777 N/A 888 Don't know 999 No response Q23a: Does ZRA suffer from speed money? Q23a: Does ZRA suffer from speed money? Q23a: Does ZRA suffer from speed money? Q23a: Does ZRA suffer from speed money? Q23a: Does ZRA suffer from speed money? 30 1 A great deal 2 Sometimes 3 Never 4 No opinion 777 N/A 888 Don't know 999 No response Q23b: Please explain Q23b: Please explain Q23b: Please explain Q23b: Please explain Q23b: Please explain 30 Corruption is rampart on clearance at the boarders. Money is paid to quicken the process. Most speed money requests are common during clearance at the boarder Fellow business owners pay for services minus actually visiting the service center and acquire their services through speed money I was once asked for speed money but i refused In terms of obtaining certification there has been reduction in process time and so reduction in speed money payments. Although when it comes to payments at the cashiers speed money payments do exist in order to ensure fast processing In the past extra payment deals were common. Things are now quite transparent because of introduction of a new system. ie improved sensitisation of processes and improved laws and policies at national level. Information from general public suggests that speed money within ZRA exist Maybe not but one is tempted to speed the process, problem is worse in regional officesOuter stations the offices are in separate offices No explaination at times processes ran faster when clients pay some money clearing of motor vehicles can be done withoout paying duty, suggesting that payments are made to wave off duty payments due to delays in issuing certificates, people do pay extra amounts to get their documents faster mostly at border - was asked to pay extra to get my car cleared never experienced it no such experience process is very transparent there has been a reduction in corruption Q24: Are you familiar with ZRA's customer service charter? Q24: Are you familiar with ZRA's customer service charter? Q24: Are you familiar with ZRA's customer service charter? Q24: Are you familiar with ZRA's customer service charter? Q24: Are you familiar with ZRA's customer service charter? 30 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q25: Has charter improved understanding of your rights? Q25: Has charter improved understanding of your rights? Q25: Has charter improved understanding of your rights? Q25: Has charter improved understanding of your rights? Q25: Has charter improved understanding of your rights? 30 1 Yes 2 No 3 No opinion 777 N/A 888 Don't know 999 No response Q26: Was this the first time you applied at ZRA? Q26: Was this the first time you applied at ZRA? Q26: Was this the first time you applied at ZRA? Q26: Was this the first time you applied at ZRA? Q26: Was this the first time you applied at ZRA? 30 1 Yes 2 No 777 N/A 888 Don't know 999 No response Q27: IF applied before, what year was this in? Q27: IF applied before, what year was this in? Q27: IF applied before, what year was this in? Q27: IF applied before, what year was this in? Q27: IF applied before, what year was this in? 30 1990 1991 1993 1997 1999 2003 2004 2005 2007 2008 N/A Q28: Compare processing time prior to 2006 and recent visit Q28: Compare processing time prior to 2006 and recent visit Q28: Compare processing time prior to 2006 and recent visit Q28: Compare processing time prior to 2006 and recent visit Q28: Compare processing time prior to 2006 and recent visit 30 1 Faster 2 Slower 3 Same 4 No opinion 777 N/A 999 No response Q29: How long did it take before? (Days) Q29: How long did it take before? (Days) Q29: How long did it take before? (Days) Q29: How long did it take before? (Days) Q29: How long did it take before? (Days) 30 1 7 10 14 21 30 777 N/A 888 Don't know 999 No response Q30a: Compare recent visit customer care quality to first visit Q30a: Compare recent visit customer care quality to first visit Q30a: Compare recent visit customer care quality to first visit Q30a: Compare recent visit customer care quality to first visit Q30a: Compare recent visit customer care quality to first visit 30 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No response Q30b: Comment Q30b: Comment Q30b: Comment Q30b: Comment Q30b: Comment 30 1 - 2 year ago it was even better than it is now, when it first started, genral morale was high and they wanted to impress N/A No comments There was poor customer comfort in service center at the time, the staff were not good in terms of courtesy chairs were not enough to cater for clients and many would wait standing customer service centre is comfortable but staff a facilities have been improved and staff are well trained (Computerised) first visit was better - new queing system has caused longer waiting staff are a little more accomodating this time there are more staff to attend to clients there is improvement in staff courtesy Q31a: Compare level of corruption between recent visit and first visit Q31a: Compare level of corruption between recent visit and first visit Q31a: Compare level of corruption between recent visit and first visit Q31a: Compare level of corruption between recent visit and first visit Q31a: Compare level of corruption between recent visit and first visit 30 1 Better 2 Worse 3 Same 4 No opinion 777 N/A 999 No response Q31b: Please explain Q31b: Please explain Q31b: Please explain Q31b: Please explain Q31b: Please explain 30 It is strictly business now and has reduced on occurancies of exchanges of personal details such as phone numbers in order to process certificates faster through payment of speed money N/A Never experienced corruption No evidence therefore difficult to tell No explaination Potential leadership There was more corruption at the time due to slow process times eg TP would take as long as 2 weeks this would prompt speed money. no comment - might be due to low salaries and poor conditions of service) no experience of malpractice previously staff would ask for speed money but now process is transparent Q32a: Which media did you hear about ZRA's services? Q32a: Which media did you hear about ZRA's services? Q32a: Which media did you hear about ZRA's services? Q32a: Which media did you hear about ZRA's services? Q32a: Which media did you hear about ZRA's services? 30 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 ZRA staff speaking at trade shows or business asso events 6 other media did hear about ZRA services 7 No, I have never seen any public communications about ZRA 777 N/A 888 Don't know 999 No response Q32b: Which media did you hear about ZRA's services? Q32b: Which media did you hear about ZRA's services? Q32b: Which media did you hear about ZRA's services? Q32b: Which media did you hear about ZRA's services? Q32b: Which media did you hear about ZRA's services? 30 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 ZRA staff speaking at trade shows or business asso events 6 other media did hear about ZRA services 7 No, I have never seen any public communications about ZRA 777 N/A 888 Don't know 999 No response Q32c: Which media did you hear about ZRA's services? Q32c: Which media did you hear about ZRA's services? Q32c: Which media did you hear about ZRA's services? Q32c: Which media did you hear about ZRA's services? Q32c: Which media did you hear about ZRA's services? 30 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 ZRA staff speaking at trade shows or business asso events 6 other media did hear about ZRA services 7 No, I have never seen any public communications about ZRA 777 N/A 888 Don't know 999 No response Q32d: Which media did you hear about ZRA's services? Q32d: Which media did you hear about ZRA's services? Q32d: Which media did you hear about ZRA's services? Q32d: Which media did you hear about ZRA's services? Q32d: Which media did you hear about ZRA's services? 30 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 ZRA staff speaking at trade shows or business asso events 6 other media did hear about ZRA services 7 No, I have never seen any public communications about ZRA 777 N/A 888 Don't know 999 No response Q32e: Which media did you hear about ZRA's services? Q32e: Which media did you hear about ZRA's services? Q32e: Which media did you hear about ZRA's services? Q32e: Which media did you hear about ZRA's services? Q32e: Which media did you hear about ZRA's services? 30 1 TV announcements 2 Radio announcements 3 Newspaper announcements 4 Brochures 5 ZRA staff speaking at trade shows or business asso events 6 other media did hear about ZRA services 7 No, I have never seen any public communications about ZRA 8 PACRO Offices 9 ZRA Rafle 777 N/A 888 Don't know 999 No response Q33: Have you ever lodged a complaint to ZRA? Q33: Have you ever lodged a complaint to ZRA? Q33: Have you ever lodged a complaint to ZRA? Q33: Have you ever lodged a complaint to ZRA? Q33: Have you ever lodged a complaint to ZRA? 30 1 Amount of paperwork required as part of the application proc 2 Delays in service (not meeting the times in the charter) 3 Unprofessional behaviour by staff members 4 Demands for extra payment or "speed money" 5 More serious criminal acts 6 Other 7 No, I have never lodged a complaint with ZRA 8 Amount of work required, delays & unprofessional behaviour 9 Delays, Unprofessional behaviour & demands for extra payment 10 Delays and staff being inaccessible 777 N/A 888 Don't know 999 No response Q34: Why haven't you lodged a complaint? Q34: Why haven't you lodged a complaint? Q34: Why haven't you lodged a complaint? Q34: Why haven't you lodged a complaint? Q34: Why haven't you lodged a complaint? 30 1 I am satisfied with there service/No reason to complain 2 I do not believe they will respond 3 I am too busy 4 I am concerned about possible repercussions 5 Other 6 Don't know who to complain to 7 First encounter with ZRA 777 N/A 888 Don't know 999 No response Q35: How did you lodge your complaint or suggestion? Q35: How did you lodge your complaint or suggestion? Q35: How did you lodge your complaint or suggestion? Q35: How did you lodge your complaint or suggestion? Q35: How did you lodge your complaint or suggestion? 30 1 Suggestion box at the office 2 Spoke to a staff member 3 Wrote a letter to ZRA management 4 Called ZRA management 5 Contacted the ZRA integrity committee 6 Contacted the anti-corruption committee 7 Contacted the ALAC 8 Other 9 Spoke to staff member, wrote letter & called ZRA management 10 Wrote letter and called ZRA management 11 Spoke to staff member and wrote to ZRA management 777 N/A 888 Don't know 999 No response Q36a: Was ZRA responsive to your concern? Q36a: Was ZRA responsive to your concern? Q36a: Was ZRA responsive to your concern? Q36a: Was ZRA responsive to your concern? Q36a: Was ZRA responsive to your concern? 30 1 Yes 2 No 777 N/A 999 No response Q36b: Comment Q36b: Comment Q36b: Comment Q36b: Comment Q36b: Comment 30 At one point ZRA could not provide tax books to clients, after much complaining from clients the tax books reappeared Didn't act fast enough to prevent further abuses Even though he responded to my concerns not all could have been met. I was attended to faster when I complained but was still met with slow attendence on a recent visit For about 2 days at the time I was seeking services from them, their service was slow and that was intesfied by explaining that they had a problem with their database system I did not receive any response following a letter I had submitted to adjust in VAT changes on behalf of a friend.after lodging in complaints, an assistant was assigned to ensure that the process was rectified and any additional VAT charges were N/A They are working to eradicate corruption from their system eg they emphasised that goods under $200 are not subject to border tax following an incidence in which an individual wanted to tax me. although they didn't act quickly to rectify the problem assistant commisioner spoke to staff member advising her to be courteous Q37a: If yes, how soon did they respond to your concern Q37a: If yes, how soon did they respond to your concern Q37a: If yes, how soon did they respond to your concern Q37a: If yes, how soon did they respond to your concern Q37a: If yes, how soon did they respond to your concern 30 1 Within a week 2 Within a month 3 More than a month 4 Same day 777 N/A 999 No response Q37b: How did they contact you?1 Q37b: How did they contact you?1 Q37b: How did they contact you?1 Q37b: How did they contact you?1 Q37b: How did they contact you?1 30 1 Called your office 2 Wrote a letter to you 3 Spoke to you 4 Just saw the results 5 Called your office and spoke to you 6 Called your office, wrote letter and spoke to you 777 N/A 999 No response Q38: Any additional comments? please explain Q38: Any additional comments? please explain Q38: Any additional comments? please explain Q38: Any additional comments? please explain Q38: Any additional comments? please explain 30 No explaination Service centres not located in strategic places and only restricted to central locations.This is a problem in terms of access as well as promotes over crowding. Small branches should be set up in other places within residential and town areas. Staff assume everyone is well informed and conversant with the English language and this pauses problems to the layman or common man. There is need for ZRA to improve system of service in terms of tax payments. ZRA needs to come down to ground level and go into the field to reach out to smal business people in remote areas and those on the streets. ZRA must decentralise to ensure better service provision ZRA operations have been exeptional ZRA should improve coordination between people who attend to clients (customer service) and people that are responsible for processing information especially when a client has a special case such as that experienced by a friend of mine ZRA should revisit their terms of service as a whole. Some departments are better than others ZTP's work is evidently beneficial to clients and must continue. call-in programs must be introduced where the public an ask questions and make suggestions on how to improve sevices customer care must improve; ZRA should have public meetings where clients can lodge their complaints customer care needs to improve, staff tend not to give clients the attention they deserve customer service centre has eally improved compared to previous years educating the public on zra services must be scaled up need more cashiers; ZRA should decentralize to avoid congestion; staff must be able to handle a wide range of client issues need to have more cashiers; increase number of pay points need to have more cashiers; should have stand-in staff to cover for those on leave queues are long at cashiers, ZRA shoyuld open more payment centres service has improved a lot speed up processes to complete within a day; gov't should improve conditions of service in order to reduce need for extra money staff attiudes should improve - they are too casual staff must undergo refresher training frequently staff must undergo refresher training so that they are all well informed and conversant with their duties staff must undergo refresher training to improve efficiency staff must undergo training (workshops) to improve customer service there is need for consistency regarding processing time - sometimes fast, sometimes slow; understaffed at times