Satisfaction survey 2015

2015

Satisfaction Survey on Public Service Delivery 2015

Conducted by Transparency International Nepal (TI Nepal) A national chapter of Transparency International (TI), a global civil society organization leading the fight against corruption.

Transparency International Nepal Coalition against corruption

Satisfaction Survey IIIII I

Transparency International Nepal Coalition against corruption

P.O.Box: 11486, Chhakubaku Marg New Baneshwor, Kathmandu, Nepal Tel: 977-1-4475062, 4475112, 4475262 Fax: 977-1-4475112 Email: trans@tinepal.org Website: www.tinepal.org Hotline : 1660 01 22211 II IIIII Satisfaction/ S urvey tinepal

Satisfaction Survey on Public Service Delivery 2015

Satisfaction Survey on Public Service Delivery 2015 Research Coordination Team

Tumburu Gautam, Program Coordinator: Survey Supervision Binod Bhattarai, Program Officer: Field Coordination Md. Rabiul Islam, Fredskorpset Exchange Fellow: Research design, data analyses & report writing

Supported by Bhrastachar Biruddha Abhiyan, Chitwan Janachetana Tatha Bikas Karyakram, Dhanusha Mahila Jagaran Sangh, Ilam Manabiya Bikas Tatha Shrot Byabasthapan Nepal, Dhading Manav Adhikar Ra Batawaran Bikash Kendra, Udaypur Nagarik Sarokar Manch, Morang Nagarik Sarokar Sangh, Surkhet Paradarsi Nepal Siddharthanagar, Rupandehi Professional Women Support Group, Kathmandu Sadacharka Lagi Samajik Pahal, Kailali Susahan Abhiyan Gulmi, Gulmi Susahanka Lagi Nagarik Samaj, Kaski

Published on May 2016

ŠTransparency International Nepal Contact

Transparency International - Nepal (TI Nepal) Chhakubaku Marga, New Baneshwor Kathmandu, Nepal Phone: 977-1-4475062, 4475112 Email: trans@tinepal.org Website: www.tinepal.org Hotline: 1660 01 22211

Foreword Transparency International Nepal (TIN) is a leading social movement against corruption in the country. It promotes integrity approach to combat corruption in Nepal for more than two decades. TIN’s functional operation since its inception, has faced many challenges and prospects on the backdrop of unstable government in the country. The level and coverage of corruption has increased in these years as it is supported by the baseline and satisfaction surveys conducted by Advocacy and Legal Advice Centre and Development Pact (ALACDP) under the aegis of TIN. The objective and subjective assessment of the service recipients when accessing public goods and services were elicited from these surveys. ALACDP project when started in May 2012 focused on four major areas of interventions – raising awareness, set-up of public grievance redressal para-legal tool with the implementation of civic-government integrity pledge, enabling TIN and CBOs and advocate for policy reforms and change on the basis of experience and perception of local citizens.

In this survey report, graphical presentation and data analysis and interpretation show a clarity on the effectiveness, efficiency, economical and equity-based delivery of public goods and services as experienced and perceived by service users. There are some noteworthy changes we find when we compare this satisfaction survey with the baseline survey. It is no exaggeration that after the intervention step undertaken by ALAC DP through local civil society organizations affiliated to TI Nepal, the level of anti-corruption movement has drastically risen. The result is the improved quality of governance and work performance with satisfaction of service Satisfaction Survey IIIII V

takers increasing since the baseline survey.

Finally, we at TI Nepal are pleased to publish a painstaking survey report in this shape. We pay our deep gratitude to our staff team, surveyor and activists who provided us their assistance from the beginning to the end of compiling this survey report. Also we must not fail to acknowledge help extended by our affiliated organizations working in the respective districts. Their invaluable support is praiseworthy. Likewise, we express our heartfelt appreciation to the European Delegation to Nepal for extending technical and financial assistance to execute this project.

Bharat Bahadur Thapa President Transparency International Nepal

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Executive Summary Corruption has become a global phenomenon and it is a growing and vexing problem in Nepal. Transparency International Nepal (TI Nepal) envisions corruption free Nepal and it is an anti-corruption social movement. Since its inception a benchmark based on a baseline survey is set under the Advocacy and Legal Advice Center Development Pact (ALACDP) of TI Nepal. The current survey is the project end survey to evaluate project achievement in comparison to the baseline survey. It tried to examine local people’s experience and perception of corruption while accessing public goods and services at district level and to suggest to combat and improve this existing situation.

In this survey thirteen public service delivery offices were covered to elicit information. They are Offices of Land Reform and Revenue, Land Survey, District Administration, Health, Police, Communications, Transport, Municipality, Electricity, Water, Agriculture, Forest and Tax/Customs. It applied a systematic random sampling method where the sample size was 2330.

In this survey male and female respondents were 63.9% and 36.1% reespectively. The findings during the last one year show that 66% of the total respondents which is comprising majority of the households in the survey received services from the Electricity Authority Office.

Likewise 64% of the respondents have taken services from the Municipal Office. Though 61% of respondents had faced different types of corrupt practice while taking service from different service sectors. According to 54% of the respondents the quality of service delivery had improved somewhat.

We found in sectoral analysis that the level of corruption was the highest in Land Reform and Revenue Offices. 51% of the households Satisfaction Survey IIIII VII

who received services from this sector were victims of one or the other forms of corruption. Among different districts, the level of corruption was the highest in Rupandehi. Among the service recipient households of Rupandehi, about 82% were victim of one or the other forms of corruption. The service recipient households faced different types of corrupt practices like bribery, harassment by brokers, negligence or delay, etc. Among various forms of corruption, 56.6 % of total households had faced corruption or irregularities. paid bribe and unregulated money. The rate of paying bribe was the highest in Surkhet district where 90% of the household had paid or were forced to pay bribe or unauthorized money.

According to the findings, 48% of the respondents perceived that the corruption level has increased in their districts, and nearly half of the respondents (48%) viewed politics or political party as the main activity/actor in promoting corruption. About 41% of the respondents suggested to increase public awareness to fight corruption. While 34% had considered legal action as the most effective measure to fight it. According to 52% of respondents, public awareness is the most appropriate action that civic society has to undertake to fight corruption. Above all, the political will is necessary among political parties to curb it. In doing so, it should act beyond any bias or fear.

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Table of Contents Foreword Executive Summary List of Tables List of Figures Abbreviations and Acronyms Chapter Chapter 1: Introduction and Methodology 1.1 Background and Context 1.2 Rationale of the Study 1.3 Objectives of the Study 1.4 Scope of the Study 1.5 Sampling and Data collection Method 1.6 Field Data Collection and Quality Control 1.7 Survey Duration 1.8 Data Processing and Analysis Chapter 2: Background Information of the Respondents 2.1Sex Distribution of the Respondents 2.2 Age Distribution of the Respondents 2.3 Educational Background of the Respondents 2.4 Occupation of the Respondents 2.5 Types of the Respondents Chapter 3: Quality of Service Delivery: Experience of Respondents 3.1 Service Recipients Household from Different Service Sectors

V VII XI XII XIV Page No. 01-07 01 02 03 03 04 06 07 07 08-12 08 09 09 10 11 13-31 13

3.2 Change in Service Delivery 3.3 Corruption Experienced by Households 3.4 Types of Problem/Corruption 3.5 Unauthorized Money 3.6 Satisfaction Level of Service Recipient 3.7 Complaint against Corruption Chapter 4: Public Perception about Governance Situation 4.1 Perception about Corruption Level Changed in District 4.2 Prevalence of Corruption in the Districts 4.3 Government’s Actions to Combat Corruption 4.4 Efforts of NGOs to Combat Corruption 4.5 Service Delivery as per Public Expectations Chapter 5: Public Suggestions to Improve Governance Situation 5.1 Factors to Promote Corruption 5.2 Necessary Measures to Fight against Corruption 5.3 Role of Civil Society to Combat Corruption 5.4 Initiatives to Improve Public Service Delivery

14 16 21 22 24 25 32-40 32 35 36 38 39 41-44 41 42 43 43

Chapter 6: Recommendations and Conclusion 6.1 Recommendations 6.2 Conclusion

45-48 45 47

Annex I

49-57

Annex II

58-62

List of Tables

Tables

Page

Table 1.5.1: District-wise Distribution of Adjusted Samples

05

Table 2.5.1: Types of the Respondent: Sex-based Analysis

12

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List of Figures

Figures

Figure 2.1.1: Sex Distribution of the Respondents Figure 2.2.1: Age Distribution of the Respondents Figure 2.3.1: Educational Background of the Respondents Figure 2.4.1: Occupations of the Respondents Figure 2.5.1: Types of the Respondents Figure 3.1.1: The rate (%) of Households Took Service from

Page No.

Different Service Sector Figure 3.2.1: Institution-based Analysis of Changing in Service Delivery Figure 3.2.2: District-based Analysis of Changing in Service Delivery Figure 3.3.1: Overall Corruption Experienced by Household Figure 3.3.2: Corruption Experienced by Household: Comparison with Baseline Findings Figure 3.3.3: Sex-based Analysis of Corruption Experienced Figure 3.3.4: Sex-based Comparison of Corruption Experienced with Baseline Figure 3.3.5: Corruption Experienced by Household in Different Service Sector Figure 3.3.6: Corruption Experienced by Household in Different District Figure 3.3.7: Comparison on Corruption Experienced by Household in Different District Figure 3.4.1: Types of Corruption/Irregularities Faced by Households Figure 3.5.1: Sector-based Analysis of Paying Unauthorized Money Figure 3.5.2: District-based Analysis of Paying Unauthorized Money Figure 3.5.3: Reason for Paying Unauthorized Money Figure 3.6.1: Satisfaction Level of the Respondents with Service Delivery Figure 3.6.2: Satisfaction Level of the Respondents with the Behaviour of Service Delivery Officials XII IIIII Satisfaction Survey

08 09 10 11 12 14 15 15 16 17 17 18 19 20 21 22 23 23 24 25 25

Figure 3.7.1: The Rate (%) of Complaint against Corruption Figure 3.7.2: Comparison with Baseline Findings of Complaint

against Corruption Figure 3.7.3: District-based Analysis of Complaint Rate Figure 3.7.4: Comparison of Complained Rate between Baseline and Satisfaction Survey Figure 3.7.5: Reason for not Complained against Corrupt Practice Figure 3.7.6: Authority where Corruption Related Complaints Registered Figure 3.7.7: Comparison with Baseline on the Authority where Corruption related Complaints Registered Figure 3.7.8: Impact of Redress against Corruption Figure 3.7.9: Willingness of Lodging Complaint against Corruption in Future Figure 4.1.1: Overall Perception on Change in Corruption Level Figure 4.1.2: Comparison of Perception on Change in Corruption Level with Baseline Figure 4.1.3: District-based Analysis of Perception on Change in Corruption Level Figure 4.1.4: Gender-based Analysis of Perception on Change in Corruption Level Figure 4.2.1: Score for Districts on Prevalence of Corruption Figure 4.2.2: Score for Districts on Prevalence of Corruption: A Comparison with Baseline Figure 4.3.1: Effectiveness of Government’s Actions Figure 4.3.2: Effectiveness of Government’s Actions: A Comparison with Baseline Figure 4.4.1: Effectiveness of CSO’s Efforts Figure 4.4.2: Effectiveness of CSO’s Efforts: A Comparison with Baseline Figure 4.5.1: People Getting Service as per Their Expectation Level or Not Figure 5.1.1: Factors Play Role to Promote Corruption Figure 5.2.1: Measures Need to Take to Fight against Corruption Figure 5.3.1: Role of Civil Society to Combat Corruption Figure 5.4.1: Initiatives Need to Take to Improve Public Service Delivery

26 26 27 27 28 29 29 30 31 32 33 34 34 35 36 37 38 38 39 40 41 42 43 44

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Abbreviations and Acronyms ALACDP

Advocacy & Legal Advice Center and Development Pact

AOs

Affiliated Organizations

CDO

Chief District Officer

CIAA

Commission for the Investigation of Abuse and Authority

CPI

Corruption Perceptions Index

CSOs

Civil Society Organizations

DAO

District Administration Office

GoN

Government of Nepal

HH

Households

NGO

Non-Governmental Organization

NVC

National Vigilance Center

SPSS

Statistical Package for Social Science

TI

Transparency International

TIN

Transparency International Nepal

XIV IIIII Satisfaction Survey

Chapter 1 Introduction and Methodology 1.1 Background and Context Corruption is making headlines globally and it has become common and widespread in Nepal too. Over the last few years, incidents of corruption have received greater public attention. The media has exposed scams and corruption committed by higher authorities.

Corruption can occur at various levels. It does not spare national socio-economic activities. Corruption occurs in the form of illegal transactions of large sums of money. An abuse of power takes place through the influential network at the level of policy formulation in politics, administration and private sector. This nexus of corruption negatively affects country’s socio-economic aspects both at micro and macro levels. This type of corruption is usually called grand corruption.

Over the years, the Corruption Perceptions Index (CPI) reflected the worsening condition due to grand corruption in Nepal. In 2015, the CPI published by Transparency International (TI), ranked Nepal 130 among 168 countries, with a score of 27 out of 100. However, a slight improvement in CPI was observed in 2013, where Nepal scored 31 out of 100 and ranked as 116 out of 177 countries. In CPI 2014, Nepal recorded a score of 29 out of 100, which was comparatively better among SAARC countries.1 On the other hand, the service recipients in various sectors become victims of different types of corruption and irregularities in receiving their rightful 1

Corruption Perceptions Index (CPI) 2015, Transparency International, Berlin, Germany. For more visit http://www.transparency.org/cpi2015#results-table

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services from service providers. For example, payment of small amount of money in addition to official charges to get services done is a common form of corruption at this level. This type of corruption is known as petty corruption impacting everyday life of millions of common citizens. Since 1996, Transparency International Nepal (TI Nepal) is working for a corruption-free Nepal through an anti-corruption social movement. Apart from its other activities, TI Nepal had engaged some district level NGOs chosen from its Affiliated Organizations (AOs). The coalition against corruption with lcoal NGOs is to improve and monitor governance situation in public service delivery at district level under its ALACDP Project. In the year 2013, a baseline survey was conducted on six districts, and again in 2014, a baseline survey was conducted on another six districts to prepare a benchmark to explore governance in public service delivery and to compare project achievement through a project end survey.

1.2 Rationale of the Study A formal agreement was signed between the European Union and TIN to implement ALAC DP on May 2012. It aims to improve the quality of basic public services delivered by the GoN to its citizens. This project focuses on efficiency, resourcefulness, transparency and accountability in public services. ALACDP is conducting its activities in 15 different districts of Nepal through AOs. The ALACDP project has certain goal to achieve like all other development project.

To measure the level of achievement, a benchmark was prepared through baseline survey at the starting of the project, now it’s time to compare the benchmark result with the project end situation.

The present survey is the project end survey to explore project achievement by comparing with its baseline survey. On the other hand, there is no natioanally or internationally recognized study like CPI to measures a prevalence of petty corruption in Nepal. So this survey is required to evaluate the project achievement and provide a clear status of the governance situation in the public 2 IIIII Satisfaction Survey

service delivery in Nepal. The current survey is the project end survey to evaluate project achievement in comparison to the baseline survey. It tried to examine local people’s experience and perception of corruption while accessing public goods and services at district level and to suggest to combat and improve this existing situation.

1.3 Objectives of the Study The main objective of the survey was to evaluate a project end achievement comparing its earlier baseline survey on governance situation of the public service delivery agencies in project implementation areas. Some specific objectives of the survey are given below: t To know the corruption experience of service recipient households of different public service delivery institutions t To measure public’s perception of corruption in different public service delivery institutions t To explore the nature, areas and irregularities in different public service delivery agencies t To identify institutions and services performing poorly at the local level

1.4 Scope of the Study The definition of corruption used in this survey is an abuse of entrusted power for personal gains. Apart from accepting bribe or compelled to pay bribe, negligence of duty, nepotism, embezzlement of money or assets, deception and different types of harassment have been included as defining elements of corruption.

In the survey information was collected on 13 service sectors which are meant to play special role in human development, social justice and economic security. They were selected based on issues reported to TIN and in different Media. These public offices are Land Reform & Revenue, Land Survey, District Administration, Health, Satisfaction Survey IIIII 3

Police, Communication, Transport, Municipality, Electricity, Water, Agriculture, Forest and Tax /Customs. The survey was conducted in the ALACDP project areas in 12 different districts of Nepal.

1.5 Sampling and Data Collection Method In this survey the sample size was determined for a known population (547,332 households) using the following equation: n=

NZ2pq E2(N-1)+Z2pq

Where, t n is the required sample size t N is the population size t p and q are the population proportions. Assume answer for each question. t Z is the value of confidence (Standard normal distribution), which value is 1.96 for 95% confidence level t E is the accuracy of sample proportions (margin of error), with an accuracy of plus or minus 3%.

The sample distribution was determined based on household density of the survey area and to maintain a standard sample size, at least 160 households were surveyed from each surveyed area and finally a sample size of 2330 households was determined, where nonresponse was not considered.2

2 If any householder above the age of 18 deny to be respondent or nobody was present at home during survey time, or they did not take any service from any of those service sector from the last year, this household was not considered as a respondent household, and data was collected from next adjacent household. Thus unanswering respondents was not considered in this survey.

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The sampling distribution for each district is given below: Table 1.5.1: District wise Distribution of Adjusted Samples Districts

Sample per District

Kathmandu

300

Morang

270

Rupandehi

240

Kaski

240

Kailali

160

Dhanusha

160

Ilam

160

Chitwan Gulmi

160 160

Dhading

160

Surkhet

160

Udaypur

160 Final Sample Size

2330

The following steps were followed for selecting households in the survey; t In the first stage, based on household density of the survey area, specific numbers of wards for each municipality were randomly selected using an online system.3 t Two enumerators started data collection from the middle/ nearly middle of the ward and went to opposite direction using their right hand method to select their first interviewing household. t After conducting the first interview, they selected 2nd interviewing household with a gap of five household. If any household where householder is above the age of 18, deny to become respondent or nobody was present at home during the 3 Wards were selected randomly using online system of following website https://www. random.org/

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survey, or did not take any service from any of the service sectors last year, this household was not considered as respondent household, and data was collected from the next adjacent household, and with again five household gaps for the next interview. If the area and road/path ends, then they will take a U turn, and again visit household with the right hand method.

The person, who is the household head or any member of the household above 18 years of age, who handle family matters the most and has knowledge about different services taken by the family, was only considered as a respondent. In case of experience section (Section B), the respondent was free to talk with other informed person in the family on related services taken in order to collect the facts. But this rule was not applicable in other sections.

1.6 Field Data Collection and Quality Control Information was collected by 24 enumerators divided into 12 teams comprising two enumerators in each team. Each team collected information from each of 12 districts. The enumerators were provided with a brief training which included a detailed discussion on the questionnaire and how to fill-up the questionnaire for different service sectors correctly. A structured questionnaire was developed and finalized through a field test.

A researcher from TIN during the survey was engaged in overall monitoring and supervision of all team and of procesesses of their collected information. Additionally each team was constantly monitored by the officials of AOs of TIN in surveyed area. TIN researchers and officials of AOs to maintain the quality of data collection carried out certain monitoring checks (accompany check, back check, spot check and telephone check) for a proportion of filled-in questionnaires with random selection of 20% of it. Any information gaps identified through these checks were corrected accordingly.

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1.7 Survey Duration The field level data of this household survey was collected between December 15, 2015 and January 15, 2016 in 12 districts. Respondents were asked to answer the questions based on their experience of the last one year (from December 15, 2014 to December 14, 2015) when seeking government services from selected public service delivery offices.

1.8 Data Processing and Analysis The main task in data processing was eliminating errors in information of filled-in questionnaires. After completing of data collection, questionnaire editing and re-coding was done thoroughly. Errors from all 2330 questionnaires were identified and eliminated. After this, two data entry operator did the data entry job in a pre-developed database. After data entry, the database was checked thoroughly and cleansed where necessary. Then the data was analyzed using different statistical software like SPSS, Excel, etc. Then the draft report was prepared, which was then finalized through several review processes.

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Chapter 2 Background Information of the Respondents All persons living under one roof or occupying a separate housing unit or having a single cooking facility was considered as a household in this survey. In this chapter, some background information of the respondents, like sex, age, occupation, education, etc, has been discussed.

2.1 Sex Distribution of the Respondents Sex is an important factor to determine individual’s socio-economic status in the third world country like Nepal.

Figure 2.1.1: Sex Distribution of the Respondents

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All the respondents of this survey can only be categorized as male and female. The above figure (Figure 2.1.1) shows that among the total respondents, 63.9% was male and 36.1% was female.

2.2 Age Distribution of the Respondents The following figure (Figure 2.2.1) is showing the age distribution of the respondents. Among the total respondents, 41.2% belong to the age group of 31-45 years which is the highest.

Figure 2.2.1: Age Distribution of the Respondents

Whereas 25.8% of the respondents falls between the age group of 16-30 years and 24.4% between 46-60 years.

2.3 Educational Background of the Respondents The educational status of households can be considered as indicative of the level of awareness in public service delivery and good governance as well as corruption. The respondents’ education level was collected during the interview.

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Figure 2.3.1: Educational Background of the Respondents

The above figure shows that the percentage of the respondents who were illiterate (cannot read or write) was 15.71%, whereas those who can only read and write was 6.91%. Most of the respondents (25.54%) have completed their secondary level of study, followed by 18.76% at higher secondary level. And rest of them had attended/completed higher education.

2.4 Occupations of the Respondents The occupation of the respondents represents their income and economic status. It plays influential role to get access to public service sometimes. The occupation of the respondents is shown in below figure.

10 IIIII Satisfaction Survey

Figure 2.4.1: Occupations of the Respondents

Data presented in the figure shows that most of the respondents were farmer by their occupation, which is 26.14% of the total respondents. Business (all types of business) was the second most aspired occupation of the respondents at 25.79% which was followed by governmental service at 17.51%.

2.5 Types of the Respondents In this Satisfaction Survey, a person who is the household head or any member of the household above 18 years of age, mostly handle family matter and has knowledge about different services taken by the family was only considered as a respondent.

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Figure 2.5.1: Types of the Respondents

Household head was the primary target. But in his/her absence, other informed member was taken as respondents for this survey. Since in the day time most of the household head engaged in financial activities, and in their absence other member of household responded. Most of the respondents (50.64%) was other member of the household.

In the sex-based analysis of household head, the study found that (shows in Table 2.5.1) only 18% household head were female respondents.

Table 2.5.1: Types of the Respondent: Sex based Analysis Sex

Type

Total

Household Head

Other

Male

82.0% (943)

46.2% (545)

63.9% (1488)

Female

18.0% (207)

53.8% (635)

36.1% (842)

On the other hand, 82% of the male respondents were household head which is common findings in patriarchal society.

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Chapter 3 Quality of Service Delivery: Experience of Respondents The Survey investigated the experience of corruption among the public in 12 districts to explore the quality of service delivery.

Householders were asked whether they faced any type of corruption during their engagement with different public institutions during the last one year. Those who did not take any services from at least one public institution during thelast one year are not interviewed in this survey. Most of the respondents have taken services from more than one service sector during that period.

3.1 Service Recipient Households from Different Service Sectors The findings show that most of the households surveyed received services from Electricity Authority Office during the last one year comprising 66% of the total respondents. Similarly 64% of respondents have taken service from Municipal Offices which is followed by 57% respondents from health sector.

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Figure 3.1.1: The rate (%) of Households Took Service from Different Service Sector

Among the respondents only 19% have taken service from Police and Agriculture offices. And only 9% have received service from forest office which is the lowest rate among all service sectors.

3.2 Change in Service Delivery In order to promote good governance in public service providing offices, continuous interventions were made in line with the public’s expectations in the project area. Even though the officials confessed to the limitation of the resources and the difficulties faced due to the absence of elected local representatives, they cooperated with the program initiatives to improve governance, transparency, accountability and integrity from their part. As a result the quality of service delivery has slightly improved than the previous year. It was compared showing in the following two figures (Figure 3.2.1 and 3.2.2). Most of the respondents (54%) said that, the quality of service delivery has been improved. But still a large portion of the service recipients, 38% respondents, said that the quality of service delivery stayed same during last one year.

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Figure 3.2.1: Institution-based Analysis of Changing in Service Delivery

The sector-based analysis regarding change in quality in public service delivery was shown in the Figure 3.2.1. The data in this figure shows the quality of service delivery which is mostly improved in Communication Sector and Police. In these two service agencies 64% and 63% respondents experienced the most improvement respectively.

Figure 3.2.2: District-based Analysis of Changing in Service Delivery

The district-based analysis is shown in Figure 3.2.2. Among the Satisfaction Survey IIIII 15

surveyed districts, Gulmi has improved in the quality in service delivery according to 84% respondents. Likewise 78% of the respondents in Ilam also had experienced improvement in the quality of service delivery.

In other remaining districts most of the respondents (64%) in Kaski felt there is no change in the quality of public service delivery.

However the overall scenario of service delivery has improved significantly. In the last one year there has been improvement in quality of service but it is not satisfactory.

3.3 Corruption Experienced by Households The survey data shows that among the service recipient 61% has faced different kinds of corrupt practice while taking service from different service sectors. Though the percentage of household experiencing corruption is still high, it shows positive improvements since the last baseline survey.

Figure 3.3.1: Overall Corruption Experienced by Household

According to baseline findings of the service recipients, 73% has faced different types of corruption which has decreased by 12% in the satisfaction survey (shown in figure below).

16 IIIII Satisfaction Survey

Figure 3.3.2: Corruption Experienced by Household: Comparison with Baseline Findings

The sex-based analysis of corruption indicates that both male and female are equally victim of corruption.

Figure 3.3.3: Sex-based Analysis of Corruption Experienced

Though the percentage of experiencing corruption in case of male service recipients is slightly higher than the female service recipients. Even then it is still high percentage for both male and female. That means sex category of a service recipient is not Satisfaction Survey IIIII 17

significantly different when facing corruption. Figure 3.3.3 shows the percentage of male and female service recipients who faced different types of irregularities while taking services from different service sectors. Figure 3.3.4 shows the comparison in findings of baseline and satisfaction surveys.

Figure 3.3.4: Sex-based Comparison of Corruption Experienced with Baseline

Survey data shows that 61% of the surveyed households experienced one or the other forms of corruption. From sectoral analysis we find that the level of corruption was the highest in Land Reform & Revenue with the rate of 51% of the households which received services from this sector were victims of one or the other forms of corruption. Land Survey (47%) and Transport (42%) sector occupied the second and the third position respectively in the level of corruption. Service recipient households in important sectors like Water (23%) and Health (25%) were victims of corruption and irregularities.

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Figure 3.3.5: Corruption Experienced

by Household in Different Service Sector

*Here ‘n’ indicates the total number of service taken incidences from each service sector.

From the view of district-based analysis we find that the level of corruption was the highest in Rupandehi. Among the service recipient households of Rupandehi, about 82% were victims of one or the other forms of corruption. Dhanusa (78%) and Udaypur (71%) district occupied the second and the third position respectively in the level of corruption. This is significantly higher than the overall percentage. Among the surveyed districts, service recipients of Chitwan faced lowest corruption than the rest. Only 39% household faced corruption in Chitwan which was followed by Gulmi (45%) and Morang (47%) districts.

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Figure 3.3.6: Corruption Experienced

by Household in Different Districts

*Here ‘n’ indicates the sample size for each district

The rate of corruption victims among service recipient households was 72% in the baseline which has decreased to 61% in Satisfaction Survey (Figure 3.3.7). Results of two surveys are compared based on identical indicators. For example, Kathmandu and Dhading districts showed significant improvement in satisfaction survey in terms of difference in corruption rate. Improvements are also observed in overall corruption level in satisfaction survey where corruption rate has decreased significantly (near about 11%) in comparison to the baseline.

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Figure 3.3.7: Comparison on Corruption Experienced by Household in Different Districts

3.4 Types of Problem/Corruption Bribery and undue delay are common among different types of corruption or irregularities experienced by service recipients. It was observed that 61% of the households that received services from different sectors became victims of corrupt practices. The practices include taking money more than what was agreed upon (18%), harassment by brokers (6%), negligence or delay (36%).

Some households were victim of bribe with other sorts of corrupt practices. About 22% face bribe and negligence together. Again 11% faced both bribery and harassment by broker simultaneously. In others word, more than 57% household was victim of bribery which is really alarming.

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Figure 3.4.1: Types of Corruption/Irregularities Faced

by Households

3.5 Unauthorized Money Payment of unauthorized or unregulated money is significant among various forms of corruption in the service sectors in Nepal. The survey shows that 56.6% of total households has faced corruption or irregularities to receive services from the service sectors by paying bribe and unregulated money (Figure 3.5.1). As we see in this figure, the households experienced corruption in receiving services concerned with DAO paid or were forced to pay unauthorized money at the highest rate (74%). Electricity and Transport Offices have occupied the second and third position in receiving bribe at the rate of 73.6% and 72% respectively of corruption experiencing households which paid or were forced to pay bribe or unregulated money. Among the 13 sectors, Land Reform and Revenue showed better result than others. Wherein at the rate of 43.3% households which faced corruption while receiving service, paid or were forced to pay bribe or unregulated money.

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Figure 3.5.1: Sector-based Analysis of Paying Unauthorized Money

*Here ‘n’ indicates the total number of corruption incidences for each service sector.

In the district-based analysis of paying unauthorized money (Figure 3.5.2), we can see that the rate of paying bribe is the highest in Surkhet district where 90% of the household faced corruption while receiving service from different service sector. Morang and Udaypur have occupied the second and third position in paying bribes where 89% and 82% of households respectively experienced corruption.

Figure 3.5.2: District-based Analysis of Paying Unauthorized Money

*Here ‘n’ indicates the total number of corruption incidences for each district.

Satisfaction Survey IIIII 23

Among 12 districts in the country the bribe paying rate is very low in Ilam which is only 2% households (Figure 3.5.2).

What was the reason for paying unauthorized money? According to the survey among the bribe paying households, the largest number of households (59%) had to pay bribe to complete the work or receive the service fast. On the other hand, 24% of household were compelled to pay bribe which is followed by 10% household providing a gift.

Figure 3.5.3: Reason for Paying Unauthorized Money

3.6 Satisfaction Level of Service Recipient Though 61% of the total household faced different corrupt practice found in the satisfaction survey, the satisfaction level of the service recipients with service delivery and with the behaviour of service delivery officials is satisfactory. The figure 3.6.1 and 3.6.2 shows towards a positive direction.

24 IIIII Satisfaction Survey

Figure 3.6.1: Satisfaction Level of the Respondents with Service Delivery

Among the total service recipient households most of them are satisfied with the service delivery where near 5% is highly satisfied.

Only 14.2% households are dissatisfied with the quality of service delivery. On the other hands, about 44% household is satisfied with the behaviour of the service delivery officials.

Figure 3.6.2: Satisfaction Level of the Respondents with the Behaviour of Service Delivery Officials

About 20% households are dissatisfied with the behaviour of service delivery officials. Again, more than 35% is neither satisfied nor dissatisfied.

3.7 Complaint against Corruption Inspite of the evidence that six out of ten people had to face some type of corrupt practices, respondents were reluctant to lodge complaints on corruption. Overall 86% of the respondents faced corruption in the last one year and they did not report the incidence of corruption anywhere. Whereas remaining 14% reported the case of corruption.

Satisfaction Survey IIIII 25

Figure 3.7.1: The Rate (%) of Complaint against Corruption The rate of complaint against corruption again decreased to 14% in satisfaction, where in baseline it was 23%. That means the rate of

complaint against corruption is decreasing day by day.

Figure 3.7.2: Comparison with Baseline Findings of Complaint against Corruption

In the district-based analysis we can see that the rate of complaint against corruption is the lowest for the Kailai (1%) followed by Udaypur (3%) and Ilam (3%) respectively. Data shows that the people of Dhanusha are the most alert in reporting corruption. Thus the complaint rate which is 38% is the highest in Dhanusha among 12 districts.

26 IIIII Satisfaction Survey

Figure 3.7.3: District based Analysis of Complaint Rate

*Here ‘n’ indicates the total number of respondents faced corruption/irregularities from at least one service sector.

The baseline findings also vindicate similar level of alertness in Dhanusha. Though the percentage has decreased little in satisfaction survey, Dhanusha is in the top position among the districts regarding the complaints against corruption. The vigilance of the people of Gulmi districts has increased the most in the satisfaction survey (Figure 3.7.4).

Figure 3.7.4: Comparison of Complaint Rate between Baseline and Satisfaction Survey

Close to 86% among the respondents who are the victims of corruption stated they did not report corruption anywhere when Satisfaction Survey IIIII 27

they were asked why they did not report corruption. About 56% of them said that they would not report because it would not make any difference or it is useless (Figure 3.7.5). Then 34% said that they did not know where to report. Whereas remaining 10% did not complain due to fear of future complication when getting expected service.

Figure 3.7.5: Reason for no Complaint against Corrupt Practice

The service recipients who lodged complaint against corrupt practices were asked where did they report about corrupt practices. Data presented in Figure 3.7.6 shows that people are willing to report corruption to the authorities and concerned offices where it occurs. Among the respondents who complained against corruption around 55% of them lodged complaints in the concerned office. On an average 25% reported corrupt practices to DAO and 18% to TIN.

28 IIIII Satisfaction Survey

Figure 3.7.6: Authority where Corruption Related Complaints Registered

The findings of both baseline and satisfaction survey show that the people are always willing to report about corrupt practices to the concerned office where it occurs. It is 74% and 55% for baseline and satisfaction survey respectively. Data shows that more people (18% respondents) are now reporting to TIN in comparison to the baseline survey (3%).

Figure 3.7.7: Comparison with Baseline on the Authority where Corruption related Complaints Registered

There are institutions that meant to pursue complaints such as the Satisfaction Survey IIIII 29

CIAA, NVC, and District Administrative Offices. These authorities are able to take action against corruption, abuse of authority, malpractices, delays, bribes, non-responsiveness, opaque dealings, etc. The instances of actions or inactions are detailed below: Figure 3.7.8: Impact of Redress against Corruption

Above figure is (Figure 3.7.8) showing that among the respondents who faced different irregularities and complaint against those corrupt practice most of them (53%) did not get any positive result on their complaint. They said no action was taken as a remedy to their complaint. Nearly 40% said action was taken to address their compalaints.

Both in the findings of baseline and satisfaction survey we see that the larger portion of the households of corruption victim did not lodge any complaint on their problesm as most of them thought it is meaningless and some did not know where to file complaints. But data shows that majority of the respondents (59.01%) have shown their willingness to report the corrupt practice in future.

30 IIIII Satisfaction Survey

Figure 3.7.9: Willingness to Lodge Complaints against Corruption in Future

Satisfaction Survey IIIII 31

Chapter 4 Public Perception about Governance Situation 4.1 Perception about Corruption Level Changed The change in the level of perception about corruption was also investigated in the survey. Respondents were asked to share their view on whether the level of corruption has increased or decreased in their district in the last two years. According to the findings, 48% of the respondents perceived that the corruption level has increased in their districts. Only 18% respondents perceive the level of corruption has decreased in the last two years in their districts.

While according to 34% respondents the level of corruption remained unchanged in their districts.

Figure 4.1.1: Overall Perception on Change in Corruption Level

According to the satisfaction survey most of the people think that 32 IIIII Satisfaction Survey

the level of corruption has increased in their districts. It has provided approximate fact than in the baseline findings (Figure 4.1.2). The total rate in increment in corruption level has decreased to 48% in the satisfaction survey in comparison to 66% in the baseline survey.

Figure 4.1.2: Comparison of Perception on Change in Corruption Level with Baseline

Regional differences can also be found on people’s current perception of corruption in their districts. Around 85% of respondents in Ilam and 76% in Kailai perceived an increase in the level of corruption over the last two years. Whereas only 8% respondents of Dhanusha and 19% in Chitwan district perceived an increase in the level of corruption during last two years.

Satisfaction Survey IIIII 33

Figure 4.1.3: District based Analysis of Perception on Change in Corruption Level

The gender-based analysis of perception on change inncorruption level does not show much difference as shown on the figure below.

Most of the male and female respondents think that the level of corruption in their districts has not changed but remained the same.

Figure 4.1.4: Gender-based Analysis of Perception on Change in Corruption Level

34 IIIII Satisfaction Survey

4.2 Prevalence of Corruption in the Districts Respondents were asked to give a score to their districts on a scale of 0 to 100, where 0 represents “nil” or very little level of corruption and 100 represents extremely corrupt. People’s view on corruption was the worst in Morang with an average score of 71. While people in Rupandehi and Gulmi viewed their districts as less corrupt with a score of 42 and 45 respectively.

Figure 4.2.1: Score for Districts on Prevalence of Corruption

In the baseline survey the scale was used from 0 to 100, where 0 was represented very high level of corruption and 100 represented as very low level of corruption. To compare the findings of baseline with satisfaction, the scale was reversely used like satisfaction and converted all score regarding this. In the comparison with baseline findings, respondents of Morang district perceived their district more corrupt than it was two years ago. On the other hands respondents of Dhanusha districts perceived that the corruption level of their district has decreased much than it was two years ago. Figure below shows a comparison of two findings.

Satisfaction Survey IIIII 35

Figure 4.2.2: Score for Districts on Prevalence of Corruption: A Comparison with Baseline

4.3 Government’s Actions to Combat Corruption Combating corruption is a multi-stakeholder endeavour. Government in a conducive environment responds to fight against corruption, set standards, put anti-corruption laws in place and ensure they are implemented successfully. Apart from this role of the government, Civil Society Organizations (CSOs) are vital to fight against corruption.

There are so many government agencies which are directly involved in combating corruption like CIAA, NVC, Police, etc. These government agencies abide by the anticorruption laws enacted by government to fight against corruption. Effectiveness of government actions to combat corruption entirely depends on transparency, accountability and capacity of those agencies, judicial system and above all the political willingness of a ruling party. Are government actions enough to fight corruption?

36 IIIII Satisfaction Survey

Figure 4.3.1: Effectiveness of Government’s Actions

Most of the respondents (43%) think that the government actions are neither effective nor ineffective. Figure 4.3.1 shows the data.

Only 29% of the respondents considered the actions to be either very effective or somewhat effective. Again 28% thinks government actions are to be either very ineffective or somewhat ineffective.

Comparison between baseline and satisfaction survey on peoples view on effectiveness of government actions to fight against corruption is shown in Figure 4.3.2. It shows that somehow ordinary people’s perception on effectiveness of government actions to fight corruption has decreased. In the baseline survey 44% respondents considered government actions as to be either very effective or somewhat effective in comparison to a decreased in perception in satisfaction survey of only 29%.

Satisfaction Survey IIIII 37

Figure 4.3.2: Effectiveness of Government’s Actions: A Comparison with Baseline

4.4 Efforts of CSOs to Combat Corruption Besides governmental actions, the roles of Civil Society Organizations are considered as vital to fight against corruption. According to 45% respondents, the efforts of CSOs are to be either very effective or somewhat effective. On the other hand, 18% respondents think it is either very ineffective or somewhat ineffective. 36% of the respondents considered the efforts of CSOs are neither effective nor ineffective.

Figure 4.4.1: Effectiveness of CSO’s Efforts

38 IIIII Satisfaction Survey

A comparison with baseline findings also gives similar result of the government actions against corruption. Figure 4.4.2 shows that people are little bit frustrated with the efforts of CSOs to fight against corruption. In the baseline survey we found that 60% of the respondents said that the efforts of CSOs are to be either very effective or somewhat effective. It decreased to 45% in the satisfaction survey.

Figure 4.4.2: Effectiveness of CSO’s Efforts: A Comparison with Baseline

The main effort of CSOs plays as supportive roles with government to combat corruption. If government actions get failed and then initiatives and efforts of CSOs also fail. It is supported by the respondents’ observations.

4.5 Service Delivery as per Public Expectations Everyone expects smooth, efficient and hassle-free services from the public service delivery agencies. But our findings show that reality is different. Respondents were asked that whether they have received services as per their expectation level or not. Most of them said sometimes it fulfils their expectation level and or sometimes Satisfaction Survey IIIII 39

not. Nearly half of the respondents answered in this matter. On the other hand, 37% was frustrated with the service delivery. Only 16% was satisfied with the service they received.

Figure 4.5.1: People Getting Service as per Their Expectation Level or Not

40 IIIII Satisfaction Survey

Chapter 5 Public Suggestions to Improve Governance Situation 5.1 Factors to Promote Corruption In this survey people were asked about the main factor which played influential role to promote corruption. Nearly half of the respondents (48%) viewed the politics or political party as the main factor behind promoting corruption. Again 18% viewed bureaucracy (government) as the main reason behind promoting corruption.

Lack of political will and dishonesty or negligence of citizen are considered as major cause behind promoting corruption by 15% and 10% respondents respectively. Details regarding this are shown in the figure below.

Figure 5.1.1: Factors Play Role to Promote Corruption

Satisfaction Survey IIIII 41

5.2 Necessary Measures to Fight against Corruption Different governmental and non-governmental agencies are working to combat corruption with several measures. In spite of this coalition and collaboration, the corruption situation has not improved as per the expectation level of the country. Appropriate measures need to be taken to fight corruption. We have asked to our respondents what types of measures can be taken to fight corruption and what are their suggestions in this regard.

Figure 5.2.1: Measures Need to Take to Fight against Corruption

In the survey, respondents were asked to say about the most effective measures that can be taken to curb corruption in the country (Figure 5.2.1). About 41% of the respondents suggested to increase public awareness to fight corruption. Again 34% considered legal action as the most effective measures to fight corruption.

Administrative accountability and political will are the two next important measures to fight corruption according to 16% and 7% respondents respectively.

42 IIIII Satisfaction Survey

5.3 Role of Civil Society to Combat Corruption CSOs and NGOs also play vital role to curb corruption in the country.

They take different initiatives and activities to fight against corruption. People were asked what sorts of action should be taken by the civic society to fight corruption (Figure 5.3.1). According to 52% of respondents, public awareness is the most appropriate action civic society has to undertake to fight corruption. Whereas 25% respondents defined the role of civic society to work as a pressure group to curb corruption.

Figure 5.3.1: Role of Civil Society to Combat Corruption

Rest of the respondents think that policy-advocacy and oversight role is best suited for CSOs and NGOs.

5.4 Initiatives to Improve Public Service Delivery In spite of all sorts of action and initiatives, the quality of public service delivery has not improved much. There were questions on what types of initiatives can be taken to improve the situation and what are the suggestions of the general people in this regard?

Satisfaction Survey IIIII 43

Figure 5.4.1: Initiatives Need to Take to Improve Public Service Delivery

Figure 5.4.1 shows that according to 27% of the respondents demanded that officials of public service delivery agencies must get due punishment for the abuse of authority.Only the the service delivery would improve. About 22% of the respondents said that initiatives be taken to enhance the capacity of service delivery officials. Nearly 18% respondents wanted to improve infrastructure and to instal CCTV in public service offices respectively. Again 13% respondents recommended to digitalize service system to improve service delivery.

44 IIIII Satisfaction Survey

Chapter 6 Recommendations and Conclusion The Satisfaction Survey reflects the state of corruption as perceived and experienced by ordinary people. The Survey assesses corruption in general and corrupt practices in different public sectors in particular. The Survey provides an overview of the public services whichthe public perceives as the most corrupt. And it assesses the efforts of governmental institutions, non-governmental organizations and civil society to fight corruption.

6.1 Recommendations Based on the survey findings the following recommendations are presented to implement them at policy and institutional level.

A. Institutional Level 1. Taking steps against corruption: Public officials engaged in corrupt practices must be undergo trial. The sectors that showed higher level of corruption and have greater importance to poor people’s life and livelihood (such as education, health, local government, police) should give priority in taking actions against corruption.

2. Increasing the skills to fight against corruption: Skills for fighting corruption must be enhanced in different institutions especially the service providing ones so that the institutions can take stern and effective steps against corruption. This should be done through training on the implementation of the anti-corruption laws, right to information act and whistleSatisfaction Survey IIIII 45

blower protection provision, and developing complaint redressal system or strengthening it.

3. Adopting Code of Conduct: Every institution must adopt its own Code of Conduct. Accountability and transparency must be ensured on this basis.

4. Incentives: Steps should be taken to provide both positive and negative incentives to prevent corruption. Benefits of government officials must be increased in accordance with the cost of living in order to prevent ‘corruption out of needs’. At the same time reward and punishment must be ensured on the basis of work performance of public officials in providing services.

5. Digitalization of Service System: The use of information technology in every service providing institution has to be increased so that need for a direct contact between the service providers and service recipients decreases. Online/one stop services must be introduced in cases where necessary.

6. Implementation of Citizen’s Charter: All the service-providing institutions must implement the second generation Citizen’s Charter. This must be accessible to all service recipients. The complaint mechanism must be made easy, and the redressal of complaints must be ensured.

B. Policy Level Initiative 7. Establishing the Rule of Law: The concerned institutions (law enforcing agencies, judiciary) must act professionally to establish the rule of law. Conducive environment must be created free from the partisan politics. It must be established that irrespect of position and level the extent of corruption is a punishable act.

8. Establishing an Independent and Effective Anti-corruption Authority: The CIAA and NVC must be independent and functional. It must be ensured that those agencies can act 46 IIIII Satisfaction Survey

without any bias or control. Its capacity and human resource must be strengthened and more resource should be allocated.

On the other hand, specific training and other programs must be undertaken to enhance professional skill, integrity and sense of independence among the CIAA and NVC staff. They should go through rigorous screening to ensure qualities indispensable to combat corruption, and the staff should be suspended or removed from the job. Similar screening as well as punishment should be carried out at the local level.

C. Awareness, Campaign and Advocacy 9. Increasing the Roles of Civil Society: Different civil society organizations should undertake its own initiatives to ensure transparency and accountability of different public and private service providing institutions. This can be done through using different social accountability tools such as open budgeting, report card survey, score card, and integrity pledge.

10. Increasing the Roles of the Media: The media must be allowed to operate independently in creating mass awareness against corruption. The security of the reporters who investigate and report incidents of corruption must be protected, and in applicable cases, special reward and acknowledgement must be given. On the other hand, the media must strictly follow their own policies in maintaining the standard and quality of such reports.

11. Sustained Research and Policy Advocacy: Research on corruption in service sectors must be continued to comprehend the changing trends so that the way out can be identified and policy advocacy can be sustained.

6.2 Conclusion Corruption is a serious problem in Nepal. Around one in two people said that in the last two years, the level of corruption has Satisfaction Survey IIIII 47

increased in their districts, and people’s perception of many public institutions was negative. Efforts of governmental institutions to combat corruption were found to be only somewhat effective on average. On a more positive note, about half of the respondents found CSOs and NGO’s effort to fight corruption to be effective.

People’s experience of corrupt practices while seeking services with a public institution was alarmingly high. More than six out of ten respondents experienced some form of malpractice or corruption at the local public institutions. but it is good to know that the rate is decreasing in this direction. While corrupt practices are prevalent, people’s reporting of corruption is discouragingly low. Near 70% of the people who experienced corrupt practices did not report such problem. A lack of reporting can be attributable to people’s lack of confidence in existing institutions. As 56% of people believed that reporting corruption would not make a difference. Active participation by different stakeholders to overcome the existing limitations and challenges can ensure quality public service delivery system in Nepal.

48 IIIII Satisfaction Survey

Annex I

Tables Table 1: Sampling Distribution  Districts Kathmandu Morang Rupandehi Kaski Kailali Dhanusha Ilam Chitwan Gulmi Dhading Surkhet Udaypur Total

Sample Size 300 270 240 240 160 160 160 160 160 160 160 160 2330

% 12.9 11.6 10.3 10.3 6.9 6.9 6.9 6.9 6.9 6.9 6.9 6.9 100.0

Satisfaction Survey IIIII 49

Table 2: Rate of Respondents Who Took Service from Different Service Sector Sector Forest Agriculture Police Customs/Tax Land Survey Transport Communication Land Reform & Revenue Water CDO Office Health Municipality Electricity

Service Taken 207 432 440 604 739 924 955

% 9 19 19 26 32 40 41

1058

45

1095 1178 1321 1501 1538

47 51 57 64 66

Table 3: Rate of the Corruption Incidents in Different Service Sector Sector Communication Water Electricity Health CDO Office Police Agriculture Municipality Customs/Tax Forest Transport Land Survey Land Reform & Revenue 50 IIIII Satisfaction Survey

Corruption Faced (f) 148 247 374 335 310 119 121 457 199 77 387 349 542

Corruption faced (%) 15 23 24 25 26 27 28 30 33 37 42 47 51

Total Service Incidents 955 1095 1538 1321 1178 440 432 1501 604 207 924 739 1058

Table 4: Rate of the Corruption Incidents in Different Districts in Satisfaction and Baseline Survey Districts Chitwan Gulmi Morang Kaski Kathmandu Kailali Dhading Surkhet Ilam Udaypur Dhanusha Rupandehi Overall

Satisfaction (%) 39

Satisfaction (n) 160

Baseline (%) 53

45 47 50 54 65 66 70 70 71 78 82 61

160 270 240 300 160 160 160 160 160 160 240 2330

49 77 71 100 79 100 85 70 47 69 68 72

Baseline (n) 62 72 128 121 161 104 106 112 112 113 125 197 1413

Table 5: Sector based analysis of Level of Change in Quality of Service Delivery Sector Land Reform & Revenue Land Survey CDO Office Health Police Communication Transport Municipality Electricity Water Agriculture Forest Customs/Tax Overall

Improve a Improve a Stayed Worsen Worsen little (%) lot (%) Same (%) little (%) lot (%) 39 5 44 8 3 52 55 52 54 56 42 38 45 42 45 33 42 46

4 7 7 9 8 4 11 8 10 9 8 5 8

28 32 36 31 32 41 43 40 41 38 49 43 38

14 5 5 5 4 12 6 5 5 7 7 8 7

3 1 1 1 1 2 2 2 1 0 2 2 2

Satisfaction Survey IIIII 51

Table 6: Districts based analysis of Level of Change in Quality of Service Delivery Districts Kathmandu Morang Rupandehi Kaski Kailali Dhanusha Ilam Chitwan Gulmi Dhading Surkhet Udaypur Overall

Improve a little (%) 58 24 52 22 49 43 77 65 56 42 33 41 46

Improve Stayed a lot (%) Same (%) 4 24 9 55 3 40 4 64 18 28 1 55 1 19 5 25 28 15 8 40 1 55 20 33 8 38

Worsen Worsen little (%) lot (%) 12 3 8 4 5 0 9 1 4 1 0 0 3 0 3 2 1 0 8 1 8 3 6 1 7 2

Table 7: Sector based analysis of Types of Corruption (%) Sector Land Reform & Revenue Land Survey CDO Office Health Police Communication Transport Municipality Electricity Water Agriculture Forest Customs/Tax Overall

Bribery

Harassment Negligence Bribe & Bribe & Bribe & Others by brokers or Delay Negligence Harassment Others

29.5

5.7

22.0

1.3

19.7

13.5

8.3

38.1 10.3 5.4 14.3 6.8 12.4 19.5 6.1 7.7 7.4 24.7 37.7 17.8

2.6 5.5 4.2 3.4 8.8 9.0 6.6 4.5 6.9 6.6 0.0 5.0 5.6

23.2 44.2 47.5 32.8 38.5 33.1 42.5 45.5 44.5 41.3 26.0 23.1 35.7

0.6 2.3 5.1 6.7 3.4 1.3 2.4 3.2 0.0 0.0 0.0 0.0 2.0

17.2 21.3 25.1 25.2 29.7 19.1 13.3 30.7 32.4 33.1 31.2 18.6 22.4

13.5 12.3 3.0 10.1 10.8 13.4 7.9 8.8 6.9 10.7 18.2 15.1 10.7

4.9 4.2 9.9 7.6 2.0 11.6 7.9 1.1 1.6 0.8 0.0 0.5 5.8

52 IIIII Satisfaction Survey

Table 8: Districts based analysis of Types of Corruption (%) Districts Bribery Kathmandu Morang Rupandehi Kaski Kailali Dhanusha Ilam Chitwan Gulmi Dhading Surkhet Udaypur Overall

8.5 31.7 19.9 8.5 36.5 14.2 1.2 11.5 0.0 5.6 20.9 25.2 17.8

Negligence Harassment Bribe & Bribe & Bribe & Others or Delay by brokers Negligence Harassment Others 71.7 7.0 0.9 5.2 6.4 0.3 8.2 1.2 1.2 45.9 10.0 1.8 38.4 2.6 1.9 20.4 10.6 6.3 50.8 14.8 2.2 9.0 8.5 6.3 25.6 6.4 1.9 21.2 5.0 3.3 51.0 2.6 0.0 12.3 20.0 0.0 88.5 4.0 5.2 0.0 1.2 0.0 34.4 9.0 2.5 32.0 7.4 3.3 85.7 10.2 1.0 1.0 2.0 0.0 17.8 4.7 2.7 33.5 22.3 13.4 5.5 2.0 2.4 34.4 27.3 7.5 6.9 8.5 2.4 26.4 6.1 24.4 35.7 5.6 2.0 22.4 10.7 5.8

Table 9: Sector based Analysis of Paying Unauthorized Money Sector

Bribe Given (f) Bribe Given (%) Corruption Incidence

Land Reform & Revenue

385

43

Communication

257

47

148

Agriculture

149

48

121

Municipality

145

49

457

Customs/Tax

68

49

199

Police

73

49

119

Forest

219

52

77

Land Survey

222

57

349

Health

175

57

335

Water

120

71

247

Transport

63

72

387

Electricity

57

74

374

CDO Office

143

74

310

2076

57

3665

Overall

542

Satisfaction Survey IIIII 53

Table 10: District based Analysis of Paying Unauthorized Money Districts

Bribe Given (f) Bribe Given (%)

Corruption Incidence

Ilam

6

2

252

Gulmi

3

3

98

Kathmandu

67

20

329

133

32

413

Dhanusha

72

46

155

Chitwan

66

54

122

Rupandehi

308

57

539

Kailali

237

66

359

Dhading

252

75

337

Udaypur

202

82

246

Morang

502

89

562

Surkhet

228

90

253

2076

57

3665

Kaski

Overall

Table 11: Satisfaction Level of the Respondents with Service Delivery  Satisfaction Level Highly Satisfied

Frequency

% 104

4.5

1049

45.0

Neither Satisfied nor Dissatisfied

765

32.8

Dissatisfied

330

14.2

82

3.5

2330

100.0

Satisfied

Highly Dissatisfied Total

54 IIIII Satisfaction Survey

Table 12: Satisfaction Level of the Respondents with the Behaviour of Service Delivery Officials  Satisfaction Level

Frequency

Highly Dissatisfied

% 92

3.95

Dissatisfied

378

16.22

Neither Satisfied nor Dissatisfied

828

35.54

Satisfied

937

40.21

95

4.08

2330

100.00

Highly Satisfied Total

Table 13: Reason of No Complaint against Corrupt Practice Reasons

Frequency

%

It is Useless

686

56

Did not know where to complain

410

34

Fear of future complication

120

10

1216

100

Total

Table 14: Authority of Complaint against Corruption Authority

Frequency

Concerned Office

% 101

51

DAO

43

22

TIN

28

14

Others

22

11

5

3

CIAA NVC Total

1

1

200

100

Satisfaction Survey IIIII 55

Table 15: Factors Play Role to Promote Corruption Main Factor

Frequency

Politics/ Political Party

%

1116

47.9

Bureaucracy

423

18.2

Lack of Political Will

341

14.6

Dishonesty/Negligence of Citizens

231

9.9

Unemployment

96

4.1

Poverty/Illiteracy

74

3.2

Inflation

30

1.3

Others Total

19

0.8

2330

100.0

Table 16: Measures Need to Take to Fight against Corruption Measures

Frequency

%

Public Awareness

948

40.7

Legal Action

782

33.6

Administrative Accountability

367

15.8

Political will

154

6.6

Oversight

66

2.8

Others

13

0.6

2330

100.0

Total

Table 17: Role of Civil Society to Combat Corruption Role

Frequency

Public Awareness

%

1200

51.5

Work as a Pressure Group

579

24.8

Policy & Advocacy

309

13.3

Oversight

217

9.3

Others Total 56 IIIII Satisfaction Survey

25

1.1

2330

100.0

Table 18: Initiatives Need to Take to Improve Public Service Delivery Initiatives

Frequency

%

Punishment

638

27.4

Capacity Building

510

21.9

Increase Facilities

427

18.3

Install CCTV

419

18.0

Digitization of Service System

307

13.2

29

1.2

2330

100.0

Others Total

Satisfaction Survey IIIII 57

Annex II Questionnaire Sl. No Date An Interview Schedule On Satisfaction Survey on Public Service Delivery 2015 All the data/ information will be used for research purpose only.

Your identity or any collected data will not disclose to anyone.

The interview may take 25-30 minutes. If you agree, please sign below. ...........................................

Signature & date District:........................................................................

Ward No: .................................

Section A. Respondent’s Information Respondent's Name & Phone No. (Optional)

58 IIIII Satisfaction Survey

Sex

Age

Education

Occupation

Type

Codes for table A: Sex: Male=1, Female=2 Education: Write the classes or degree s/he has completed Occupation: Farmer=1, Unemployed=5, Other=6

Service=2,

Business=3,

Labour=4,

Type: Household Head=1, Other=2 Section B. Public Service Delivery B1: Please share the experience that you or your family member have gained while visiting following government offices, during the past 1 year.

Service providing offices

Type of If extra Services Improvement Faced any problem money Taken in service? problem? / corruption paid, faced? why?

Land Reform & Revenue Land Survey CDO Office Health Police Communication Transport Municipality Electricity Water Agriculture Forest Customs/Tax

Satisfaction Survey IIIII 59

Codes for table B1: Service Taken

Yes=1, No=2

Increased a lot =1, Increased a little=2, Stayed Improvement in service the same=3, Decreased a little=4, Decreased a lot=5 Faced any problem?

Yes=1, No=2

Type of problem/corruption faced?

Bribery=1, Negligence or Delay=2, Harassment by brokers=3, Others=4

If extra money paid, why?

To make work fast=1, As a gift =2, Compelled to give=3, Other=4............

Code B2: How satisfied you are with the services you received?

Highly Satisfied=1, Satisfied=2, Neither Satisfied nor Satisfied=3, Dissatisfied=4, Highly dissatisfied=5

B3: How satisfied you are with the behaviour of concerned service delivery officials?

Highly Satisfied=1, Satisfied=2, Neither Satisfied nor Satisfied=3, Dissatisfied=4, Highly dissatisfied=5

B4: Have you ever been complaining against corruption?

Yes=1, No=2 (If No, go to B7)

B5: If yes, where did you file complaints?

DAO=1, Concerned Office=2, CIAA=3, NVC=4, TIN=5, Others=6‌.

B6: What was the impact of the complaints?

Yes=1, Nothing happened=2, Action in progress=3

B7: If answer of B4 is no, then why?

Did not know where to lodge complain=1, Useless to complain=2, Fear of future complication=3

B8: Would you lodge a complaint in future?

Yes=1, No=2, Don't know=3

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Section C. Perception about Governance Code C1: Over the past two years, how has the level of corruption in your district changed?

Increased a lot =1, Increased a little=2, Stayed the same=3, Decreased a little=4, Decreased a lot=5

C2: What rating would you like to give to your district in terms of the degree of corruption?

(0 = No corruption, 100=Fully corrupt) C3: How effective do you think your government’s actions are in the fight against corruption?

Very Effective=1, Effective=2, Neither effective nor ineffective=3, Ineffective=4, Very ineffective=5

C4: How effective do you think NGO’s effort to combat corruption?

Very Effective=1, Effective=2, Neither effective nor ineffective=3, Ineffective=4, Very ineffective=5

C5: In your view does the office provide services as per public expectations?

Yes=1, No=2, Sometimes

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Section D. Suggestions (Only one answer is acceptable) Code D1: According to you, what is the main factor to promote corruption?

Bureaucracy=1, Politics/Political Parties=2, Lack of political will=3, Dishonesty/Negligence of citizens=4, Unemployment=5, Poverty/Illiteracy=6, Inflation=7, Others=8

D2: What measure is necessary to fight corruption?

Legal Action=1, Public awareness=2, Administrative accountability=3, Oversight=4, Political will=5, Others=6

D3: What should be the role of civic society to fight corruption?

Public awareness =1, Oversight =2, Work as a pressure group=3, Policy & advocacy=4, Others=5

D4: What initiatives can be taken to improve public service?

Increase facilities=1, Capacity building=2, Punishment=3, Install CCTV=4, Digitalized service system=5, Others=6

Thank you Name & Signature of the Enumerator:

Name & Signature of the Supervisor:

62 IIIII Satisfaction Survey