stakeholder satisfaction survey

40
STAKEHOLDER SATISFACTION SURVEY November 2006 This publication was produced for review by the United States Agency for International Development. It was prepared by the USAID-funded TAPR II Project.

Upload: others

Post on 22-Jan-2022

4 views

Category:

Documents


0 download

TRANSCRIPT

STAKEHOLDER SATISFACTION SURVEY

November 2006

This publication was produced for review by the United States Agency for International Development. It was prepared by the USAID-funded TAPR II Project.

STAKEHOLDER SATISFACTION SURVEY

TECHNICAL ASSISTANCE FOR POLICY REFORM II

CONTRACT NUMBER: 263-C-00-05-00063-00

BEARINGPOINT, INC.

USAID/EGYPT POLICY AND PRIVATE SECTOR OFFICE

NOVEMBER 2006

AUTHOR: SAMER SHOUKRY, MOHAMMED HEGAZY, NABIL FAWZY, MANUEL HENRIQUES

SO 16

DISCLAIMER:

The author’s views expressed in this publication do not necessarily reflect the views of the United States Agency for International Development or the United States Government.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Stakeholder Satisfaction Survey (SSS)

Purpose: To initiate and institute a rolling series of Stakeholder Satisfaction Surveys

(SSS) to allow the border and trade facilitation agencies, in particular customs,

with current and client-driven feedback on the facilitation in the international

movement of goods into and out of Egypt. Taking a pulse of the trade

community and ensuring that we are collectively addressing their primary

concerns is another outcome from the SSS.

The initial Survey will focus on Shipping Agents and Freight Forwarders out

of Alexandria, but who also have offices across Egypt. The next set will be

brokers; importers; and, Egyptian Customs Authority (ECA) officials.

Methodology: A survey (attached) will be used to gather some data, statistics and views from

the Stakeholder category concerned. Former senior Customs officials will be

conducting interviews with the Stakeholder at the Stakeholder’s premises from

which the survey will be completed and any further commentary will also be

recorded. The data gathering will be from a passive approach to solicit as close

to the true sentiment being felt by the Stakeholder as possible. These survey

sheets will form the raw data core which will then be analyzed and

consolidated for any trends, patterns and other pertinent information uses. For

this shipping agents stakeholder category, the whole population will be

contacted. Nor will there be sampling used for the freight forwarders category.

For the other categories, when the population is too large, a sampling

methodology will be disclosed.

Partners: The Customs Reform Unit will be a permanent member of the team, along

with any other border agency representatives, to review and analyze the survey

results that are collected.

Next Steps: The survey will be a “rolling” one with quarterly Stakeholder categories being

solicited for their views. While the questions will basically remain the same

for each Stakeholder category and over the course of the subsequent surveys,

changes may be made as required.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Stakeholder Satisfaction Survey (SSS)

Opening Statement /Introduction [Approximately 15 minutes]1

The following points will be conveyed to the interviewee by the TAPRII

representatives. Additional clarifications are encouraged, so as to ensure the greatest

level of comfort as possible for the interviewee.

1. Explain who we are and why we are conducting this survey.

2. Responses will be consolidated to ensure privacy. Company specific

information is requested for audit of survey purposes (example, no signatures

required).

3. Survey objectives are to improve trade administration and client service.

4. The survey interview should take an estimated 30 to 45 minutes to complete.

5. Explain the expected outcomes and business relevance.

6. Categories that the survey is targeting (Shipping Agents, Freight Forwarders,

Brokers, Importers and Exporters).

7. All views and opinions are respected, brainstorming and comments are

encouraged.

8. This is not only a survey but also the initiation of a new direct communication

channel between TAPRII, government departments involved with the border

and the trade community. All companies interviewed will be informed of the

survey results, and further communications are encouraged.

1 This is only for TAPR2 Staff use

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

9. Questions may be presented in different order as TAPRII representative sees

fit.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Background information on Company

Company Name:

Company Address:

Office Tel:

Office Fax:

Contact Person Name:

Title:

Office Number:

Mobile Number:

E-mail address:

Type of Company

(What part of the movement of international goods process is this company

involved in; are they involved in multiple elements?)

Select one or more as applicable:

� Shipping Agent

� Freight Forwarder

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

� Importer

� Exporter

� Broker

� Other Please Specify _________________________

Number of employees – need to find out definitions of firm size as per # of employees

Micro (1-10) Small (11-50) Medium (51-200) Large (over 200)

Number of clients the company has:

Location of the Main Office in Egypt: (indicate city)

Location of other offices in Egypt: (indicate cities)

Location of offices in other country(ies):

Volumetrics (whichever questions are relevant):

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Number of Manifests per year or month

Number of Bills of Lading per year or month

Number of shipments per year or month

- Bulk

- Containers

- General Cargo

Number of Customs declarations per year or month

What types of goods do you import/export/facilitate?

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Which Agencies do you deal with and how often do you deal with each of them?

Border Agency Daily Weekly Monthly Not at All

Port Authority

Customs

GOEIC

Warehousing /

Storage

Ministry of

Agriculture and

Land Reform

Agriculture

Fire Brigade

Ministry of

Interior

Police

Analyzing

Laboratories

Ministry of

Transport

Ministry of

Health

Ministry of

Environment

Nuclear

Authority

Ministry of

Trade and

Industry

• More border agencies may be added as needed.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

How would you consider your relationship with each border agency that you deal with?

Border

Agency

Excellent Very

Good

Good Not

Bad

A

Challenge

Difficult Poor Not

Applicable

Port

Authority

Customs

GOEIC

Warehousing

/ Storage

Ministry of

Agriculture

and Land

Reform

Fire Brigade

Ministry of

Interior

Police

Analyzing

laboratories

Ministry of

Transport

Ministry of

Health

Ministry of

Environment

Nuclear

Authority

Ministry of

Trade and

Trade

• More border agencies may be added as needed.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Which Border Agency(ies) have you been pleased with? Why? (Please identify specific

instances of good service.)

Which Border Agency(ies) have you been disappointed with? Why? (Please identify

specific instances of poor service.)

In your opinion, how can this border agency’s or agencies’ performance be improved?

If release times are defined as the point of unloading of the cargo to when the cargo

exits the port, in your opinion / perception, who in the clearance process helps keep this

time period to a minimum and who causes this to be delayed?

Clearance Process

Participant

Main Cause of Release Time

Delays (select as many as

applicable)

*Include any comments

Most Influential in Reducing Release

Times (select as many as applicable)

*Include any comments

No

Influence or

Impact

Foreign Exporter

Shipping Company

Shipping Agent

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Clearance Process

Participant

Main Cause of Release Time

Delays (select as many as

applicable)

*Include any comments

Most Influential in Reducing Release

Times (select as many as applicable)

*Include any comments

No

Influence or

Impact

Freight Forwarder

Broker

Insurance Company

Bank / Finance

Institution

Warehouse

Stevedoring

Port Authority

Customs

Importer

GOEIC

Other Control

Agency

Police

Ministry of Interior

Ministry of Trade

and Industry

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Clearance Process

Participant

Main Cause of Release Time

Delays (select as many as

applicable)

*Include any comments

Most Influential in Reducing Release

Times (select as many as applicable)

*Include any comments

No

Influence or

Impact

• More border agencies may be added as needed.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

On a scale of 1 to 10, where 10 means you completely agree and 1 means you completely

disagree, or choose the answer that represents your opinion, please give your views on

the following statements:

1. I am aware of the reforms that have occurred at Customs?

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

2. I am pleased with the reforms that Customs has introduced to date.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

3. What has been the impact of the customs reforms on your company and clients?

Negative 1 2 3 4 5 6 7 8 9 10 Positive No Opinion

4. I am aware of the reforms that have occurred at the Port Authority?

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

5. I am pleased with the reforms that Port Authority has introduced to date.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

6. The Port Authority reforms have had a positive impact on my company and clients.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

7. I am aware of the reforms that have occurred at GOEIC?

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

8. I am pleased with the reforms that GOEIC has introduced to date.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

9. The GOEIC reforms have had a positive impact on my company and clients.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

10. Customs has made enough changes.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

11. GOEIC has made enough changes.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

12. The Port Authority has made enough changes.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

13. How do you view the current ECA service level?

Acceptable Unacceptable No opinion

14. Have you dealt with any other Customs Administrations internationally? If yes, please

name them.

Yes No

15. If yes, how do you rate their service compared to ECA?

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Better than ECA As good as ECA Worse than ECA

16. In your opinion, how long will it take for the Egyptian Customs Authority to be on

par with other world-class customs administrations?

They Already Are 1 year 2 to 3 years over 3 years Not Likely to Become

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

17. Customs treats all their stakeholders fairly and with respect.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

18. Do you see any form of corruption in your dealings with customs?

Yes No Not aware of any corruption

19. If the answer to the previous question is yes, how do you view the current level of

corruption in Customs?

Increased Same as before Decreased

20. How would you react if you were asked to pay extra money to expedite your

shipment?

Pay Not pay Depends

21. Do you see any form of corruption in your dealings with any other border agencies

(which are listed on the tables above)?

Yes No Not aware of any corruption

22. If the answer to the previous question is yes, please indicate which border

agency(ies) and how do you view its current level of corruption?

Name of Agency(ies): A.

B.

C.

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

Increased Same as before Decreased

A B C A B C A B C

23. How is the corruption level in customs compared to other government agencies?

Higher Same as Lower

24. If I have any problems with Customs, I can usually resolve them in an efficient and

effective manner.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

25. If I have any problems with GOEIC, I can usually resolve them in an efficient and

effective manner.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

26. If I have any problems with any other border agency (please specify), I can usually

resolve them in an efficient and effective manner.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

27. How do you see the current tariff rate for goods imported to Egypt?

High Acceptable Low

28. What changes would you make to the Egyptian Customs tariff?

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

29. Release times for importing goods to Egypt are reasonable.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

30. I have confidence in the Customs automated system.

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

31. I find the personnel in Customs to be:

A. FAIR

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

B. FRIENDLY

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

C. KNOWLEDGEABLE

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

32. I find the personnel in GOEIC to be:

A. FAIR

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

B. FRIENDLY

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

C. KNOWLEDGEABLE

Disagree 1 2 3 4 5 6 7 8 9 10 Agree No Opinion

***

OTHER COMMENTS OR CONCERNS

Would you be interested in being contacted for any customs or trade administration

discussions in order to receive your views? If so, please indicate the contact name and

number if someone other than yourself.

We thank the companies interviewed for taking the time to answer this questionnaire.

THANK YOU VERY MUCH

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�� إ����ع��� در�� ر��ء ا�

ا����رة: ا���ض��� ������ ���اد ا�����ت ا���ود�� وه���ت �� - ا�)�ء '& $���� دور�� �� إ$�#"!�ت در � ر��ء ا��345 ��آ� ا����رة ا��و��� ��)0�1/ �� وإ�& - ا����ركو-�,+*���"ء !� ا�����"ت ا�� -89#)�!�ت وردود أ'��ل ا�

��-� �> ا,$�$�� �8��� . ��4ر�� �: ا�����ض إه���/ ا����رى ���@آ� �� أ�58 8?4م -�����ر رأى ا�B�$إ (��� ��آ .أ+ى �� E0��8 هDا ا�$�#"ع

آ�F ا� I '& أ��8ء $�4Hن �H� <���� ��D�5ر�� وا�H$��- ��Bووآ"ء ا� ���3"�$�#"ع �)�أ�� !�& ا�4آ"ء ا��4!� ا������ ه& ����L��� �!4:& ا����رك، وا����4رد��، و��Jو�& �:��� ��-�� و$�4Hن ا����4ر�� �: ا�

��:� *ا����رك ا�

���� 'N : ا������ ا���5�� �� $����Lم 8�4ذج ا�$�#"ع ا������4ت وا�0�:3��ت واRراء �� ا���Qت ا���S ا�- /��� T�H���$ ���"+ �� &ره> وا���?�- <��������، آ�� $�?4م -�S آ)�ر ��Jو�& ا����رك ا���-?�� -�?� �?�ءات ���ا�

U��� ��4ت �� +"ل����/ ا� ����ا����� ا�$�#"ع و $��> ���T آ�'� ا�����?�ت، و $��> !�VW� �� ن�Hب -?�ر ا��<� ���# ������ و������4ت ا��& $��> ������ . ا�ه�����ت ا��?�?�� ����� &��0و$�4Hن هDا ا�$�#"ع -��Y-� ا��:�ر ا�

����4ت���� �)��ن أ�� إ ��ه�ت، أ8��ط، و أ�� #)�?�ت �Q��ة ���U ا���� . و

��4!� وآ"ء $��> ا� :�ل -���/ '��ت ���4!� ا�4آ"ء ا��"3��� وا����?� أ+D ا����5ت -��5�)� �[ /(� ���L:�� و�� �?� أ+D ا����5ت '& �3ل آ) أ!�اد �U ا���Qت[ ��� .ا���B، أ�� -��5�)� �\�ه� �� ا���Qت '��

� �N -����'� ,ى �� ���Y& ا�����ت ا���ود�� : ��آ�ء ا��Q��- ���آ& أ�3 ا,!�1ء ا��ا0�$�4Hن و�3ة ا���4# ا������ < ا �� و ���E0��8 T ا�$�#"ع ا��& �� Uى، وذ� .ا,+

����� ������ : ا�#�"ات ا�������Q- �8ت ��Q��L �� ا��$��- $�4Hن هDا ا�$�#"ع إ$�#"!� دور�� ��?� آT ^"^� أ[��S ا��\��ات(� �'����- <�5� ��' TH� �� 4��T إد+���� !�& "ت ا�����/�$�#"ع _را�0> �/ ^)�ت ا,$��� ا���� ا�

#�I ا,� �� .ا�$�#"!�ت ا�"3?� آ�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

*��:���> إ$�#"ع +�ص -���J& �:��� ا����رك ا�: <��$

� / )��ن إ&���%$ *� 1) %"ا�$ 0 � /.�ة د,���(

وع ا��!> ا�c� &5Q"ح ا����$�ت B� &�Y���3 ا�8�Y��–$�?4م ����> ا��?�ءات -��5?�ط ا����& ذآه� -9-"غ �- ا�� �?� ���و�8> ا!�ة ?��> ا����F �� ا���3�1ت �1��ن أ!�& �Vر �� ^?��> و� /�.

.إ��1ح �� ��8 و���ذا 8?4م -�Dا ا�$�#"ع .1

2. ��ا �- N��� اض g, آ�] T��4ت ���دة !� آ��� I�#�$ و ����/ ا� �-�ت �1��ن ا��� <��$،h?' ذج ا�$�#"ع ( ا�$�#"ع����ت !�& 8�V4 I�# .)!�& $)�T ا���Yل ��

�"ء(أه�اف ا�$�#"ع .3����� ا����ر�� و+��� ا�� ���� إدارة ا�(

ق .4\�����ى '�ة ( ا���F ا��� oوض أQ� ،) دV�?�45-30ا�

. E0��8 ا�$�#"ع و�B5��- ����cط ا����رى .5

ء ا��"3�4ن، وآ"ء ا���B، ا�����L:��، ا����4رد��، وا��:�ر�� ، ا�4آ"(ا���Qت ا������'� �� ا�$�#"ع .6��:� )و���J& �:��� ا����رك ا�

����ت ا��:u ا�Dه5& وإ-�اء ا��"�t3ت �� +"ل .7! /�B�$و ،t5راء وو ��ت ا�Rا /��م ���$ .ا�$�#"ع

8. B� ��- ة هDا ا�$�#"ع -��5V N�+ �-�Yة إ :�ل ���ة و�)�[(�� –وع ا��!> ا�c� &5Q"ح ا����$�ت $���8�Y��3 ا��آ�ت -ا�Bا� /�� <���$ ���/ ا����رى، آ����5�� 4�B��-ن ا���ود�� وا�� وا, �Fة ا���4H�� ا�

ار ا� :�oت� .ا��& [�رآw '& ا�$�#"ع -��E0��5 �/ ا��ص !�& إ$�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

وع ا��!> ا�c� &5Q"ح ا����$�ت .9B� &�Y���3–����دة ��ض اo$��� ا�! I� T��� &' �� ا�8�Y��، ا��اءى ��>�� �� . آ

وع ا��!> ا�c� &5Q"ح ا����$�ت ) 1(B�- h?' ا����L�$> إ����4ت $�����3 ا�8�Y��–هyD ا�� ا�

آ�Bا� �! ��Q�+ &#� ����4ت �

آ�Bإ$> ا�:

آ�B45ان ا�!:

آ�B4ن ا�Q�� :

zآ�Qا�:

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

:إ$> ا�LB* ا�Dى ��> ا� :�ل -}

�Q�|4ا�:

I�H� ��4Qن ا� <Vر:

�4ل�� :رV> ا����4Qن ا�

و8&�H�ا�� �� :!45ان ا�)

آ�B48ع ا�:

��3؟(� �� Yك -@آ�B Tآ�، هBا� U� ك �B ��3 �� �اT3 ا��آ� ا��و��� ��)0�1/ )-@ى �

I�3 ا�����Yل أو أآ��� إ+�

□&3"� T�وآ

□ ��] T�وآ

���4رد□

�:�ر□

□*�L���

ه� □�g – �3د ا�45ع ---- -- --- ----

��Q|4���د ا������� -��–!�د ا�� ��( آ�ت Bت ���> ا���� . �� ا��#�4ب إ���د ��

ة )10 - 0(���5ه�� -��:\�\c)11-50( �#$4��)51-200( ة �� )آ(�Y200أآ(

آ�Bء ا�"� :!�د !

�-���V4/ ا��& -���4ر�� �: ا���0 )و�� إ$> ا�����5: (آF ا�

��-� )�� ا,+ى -���4ر�� �: ا��H� /Vن: (�4ا�� ) و�� أ$��ء ا�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

)�� -��)��ان ا,+ى�H� /V4ا�:

):أى �� ا,$��� ذات V )��c��$�ت

1 - �Bم او ا�����- ��B4ا0> ا�V د�!

2 - �Bم او ا�����- ��Bد -4ا�* ا��!

3- �Bم أو ا��� !�د ا��5�Bت -��

• I:ا�)0�1/ ا�

ا���و��ت •

• ���� ا�)0�1/ ا�

4-�Bم أو ا���آ�� -���ارات ا��Vد ا��!

9 �هA &$ 9*او�?�/ 9<*ره�/ � ه$ ="/�� ا��>�;: ا��$ 9 �"رده�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�����، و�� ه4 ���ل �U ا�� T���� ��"ت �/ آT ���5؟أى �� ا����ت ا������

���"ت [��� أ$)4!�� ��4�� ا����� ا���ود�� � 4 o

ه��� ا����5ء

ا����رك

�-�V�� ����ا����� ا�!�& ا�:�درات

وا�4اردات

ا����ت ا��Lز�8

&8��إدارة ا��'�ع ا�N� وا��

وزارة ا��ا+���

�[Bا�

T�ا���� T����

T?5وزارة ا�

وزارة ا�:��

وزارة ا�)���

ه��� ا�#��V ا�45و��

وزارة ا����رة وا�:�5!�

وزارة ا�Fرا!� وإ$�:"ح ا,را�&

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�T إ��'� ا����F �� ا�����ت ا���ود�� I�3 ا��� � •��� �� ا�

:TH- U�V"! u �� ا�����ت ا� u�؟آ���� T���� ��ود�� ا��&

��ة ����زة ا����� ا���ود�� �ا

���w ��ة���$

��ى)2( �(�c)3( �Q��� T��� � 4� o

ه��� ا����5ء

ا����رك

&�! �-�V�� ����ا����� ا� ا�:�درات وا�4اردات

N� إدارة ا��'�ع ا���8& وا��

��ا+���وزارة ا

�[Bا�

T�ا���� T����

T?5وزارة ا�

وزارة ا�:��

وزارة ا�)���

ه��� ا�#��V ا�45و��

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

وزارة ا����رة وا�:�5!�

وزارة ا�Fرا!� وإ$�:"ح اoرا�&

�T إ��'� ا����F �� ا�����ت ا���ود •��� .�� I�3 ا��� ��� ا�

)2 (wV4ا���� وا� �� �YH- �Hو� <�

1��84 ا���5ح) 3(� �gو wV4ا���� و ا� �� �YHم ا�F���

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

���؟ و�� ه4 ا��)I ) ه���ت(أى ه��� � T��� )�3د o�3ت �?�w -�� +��� ��ة(؟)ا,$)�ب(�3ود�� أر��ك ا��

���؟ و�� ه4 ا��)I �3ود) ه���ت(أى ه��� � T������(؟ )ا,$)�ب(�� �> ��U ا��� �g ���+ ��- w�?� )�3د o�3ت

���� أداء �U ا����� �H�� u�ك، آt8 �� ت/ �� و���ا���ود��؟ا��

�u ز�� ا�'اج ه4� و �� �� ا����5ء، 'Q& : إذا آ�ن + &�5 �3�Q��5 �� ا��Bا� ��Q D5� ق\���إ!�?�دك، / رأ�Uا���F ا�آ�� '& !���� ا�'اج ���> '& ?��T ز�� ا�'اج ���� ا,د8&، و�� ���)I '& ا��@+�؟�B� �� �� ا�

����ك '& !�B�ا� ا�'اج

���� ا��)I ا,$�$& ��@! �+إ+� أآ) !�د ���H (ا�'اج

�?(#5� )�� ا,$)�ب ا�

���?�ت* / �/ ذآ أ�� �"�t3ت

S�QL ا '& �^@ ا,$)�ب Yأآإ+� أآ) !�د (ز�� ا�'اج

�?(#5���H �� ا,$)�ب ا��(

���?�ت* �"�t3ت / �/ ذآ أ��

4�o � أى �^@

ا��:�ر ا, 5)&

�3"�آ� ا�]

&3"� ا�4آ�T ا�

��Bا� T�وآ

*�L��� ا�

آ� ا��@���]

U5(ا� / ��$J�T�4� ا��

ا���Lزن

���N وا�����u ا��

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

��Qوا��

����ك '& !�B�ا� ا�'اج

����! ا��)I ا,$�$& ��@+�إ+� أآ) !�د ���H (ا�'اج

�?(#5� )�� ا,$)�ب ا�

���?�ت* / �/ ذآ أ�� �t3ت�"

S�QL ا '& �^@ ا,$)�ب Yأآإ+� أآ) !�د (ز�� ا�'اج

�?(#5���H �� ا,$)�ب ا��(

���?�ت* �"�t3ت / �/ ذآ أ��

4�o � أى �^@

ه��� ا����5ء

ا����رك

ا����4رد

�-�V�� ����ا����� ا�!�& ا�:�درات

وا�4اردات

��-�Vا�����ت ا� ا,+ى

�[Bا�

وزارة ا��ا+���

وزارة ا����رة وا�:�5!�

�T إ��'� ا����F �� ا�����ت •��� . ا���ود�� I�3 ا��� ��� ا�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�"ا&��G ا����، و ا�*ر�� E�%، 10 ا�*ر�� 10-1/$ أ��س �9*�� ا�*ر��ت $H�9 1 �(��Iم، أو ا��0 ا�ا�� G<&ر $H�9 : إ)*اء رأ�K.( Gن ا����رات ا������ ،G� :ا� ���ة /� رأ

.أ�8 !�& درا�� -@!��ل ا���4# ا���ر�� -�����رك .1

�4ا'?� 4�o � رأىS'1 2 3 4 5 6 7 8 9 10 ر

2. {Lر�� .أ�8 راض !� أ!��ل ا���4# ا��& w��V -�� ا����رك �3&

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

3. <H0"�آ& !�& [آ�H> و!� أ!��ل ا���4# ا���4# ا���^@ .آ�u آ�ن

�-& 4�o � رأى إ��10 9 8 7 6 5 4 3 2 �$1)&

���5ء .4��- w� .أ�8 !�& درا�� -@!��ل ا���4# ا��&

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

5. {Lر�� .أ�8 راض !� أ!��ل ا���4# ا��& w��V -�� ه��� ا����5ء �3&

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

6. . ا��& w��V -�� ه��� ا����5ء أ^ إ���-& !�& [آ�& و!�"0&�?� آ�ن ,!��ل ا���4#

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

�V-� !�& ا�:�درات وا�4اردات .7�� ���� .أ�8 !�& درا�� -@!��ل ا���4# ا��& w��V -�� ا����� ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

8. {Lر�� �V-� !�& ا�:�درات وا�4اردات �3& �� ���� .أ�8 راض !� أ!��ل ا���4# ا��& w��V -�� ا����� ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�V-� !�& ا�:�درات .9�� ���� وا�4اردات -�� أ^ إ���-& !�& [آ�& و!�"0&�?� آ�ن ,!��ل ا���4# ا��& w��V ا����� ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

. �?� w��V ا����رك -�� �QH& �� ا��\��ات .10

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

�V-� !�& ا�:�درات وا�4اردات -�� �QH& �� ا��\� .11�� ����ات�?� w��V ا����� ا��

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

�?� w��V ه��� ا����5ء -�� �QH& �� ا��\��ات .12

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

�� -��wV4 ا����&؟ .13:�ى ���4ى ا����Lت ا��?��� �� ا����رك ا� u�آ

�?)4ل �?)4ل�g 4 � رأى� o

14. � w8آ� Tركه�� �ء ذآ إ$> ا��- ،<����"ت �/ أى �� ه���ت ا����رك !�& ا����4ى ا��و�&؟ إذا آ�w8 ا� �-� -5 U

<�8 o

��؟ .15:��?�ر�8 -�:��� ا����رك ا���- <� ���+ <�? u�آ ،<� إذا آ�w8 ا� �-� -5

��:��� أ'T1 �� ا����رك ا�:��� ��أzQ8 &�! �� TV ���4ى 4دة ا����رك ا�:� �4ى ا����رك ا�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

16. &V4ى أر��� zQ8 &�! �� ���+ �(:�� ��:�V} �:��� ا����رك ا�\���$ wV4ك، آ> �� ا�t8 �� و ��/ T1'أ������آ�� ا�� .ا�����ت ا��

����3 &���� �� ^"^� ا!4ام �� !���ن �Y"^� ا!4ام !�م ه& !�& zQ8 ا����4ى ا�Yا� أآ &�! �(: �T ان ����&��z �� ا�������4ى ا�

����� !�د�� و-�39ام .17� �����������T ا����رك آ�'� ا� .

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

U �/ ا����رك؟ .18"��� ��w أى �� 4cر ا�Q��د '& � Tه

<�8 o درا�� -4 4د أى '��د &�! w��

19. u�آ ،<�5- N-��ال ا�J�ا� �-� !�& ا� w8رك؟إذا آ��� ى ا����4ى ا����& ��Q��د -���

��V�5* آ�� ه4 ا���ل $�-?� ��Fا��

ف إذا ]�U5� I �)��� إ��'�� ���B�T إ اءات [�U�5؟ .20:� u�آ

I�3 ا����� o أد'/ أد'/

U �/ ا�����ت ا���ود�� ا,+ى .21"��� ��w أى 4cرة �� 4cر ا�Q��د '& � Tه)y"!اول أ����- ����� ؟)ا�

8<� o درا�� -4 4د أى '��د &�! w��

�ء 4��� إ$> ا����� .22- ،<�5- N-��ال ا�J�ا� �-� !�& ا� w8ت(إذا آ����4ى ا����& ) أو ا�����ك ����? ا���ود��، و�� ه4 ��Q��د -��؟

)ا�����ت(إ$> ا�����

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

��V�5* آ�� ه4 ا���ل $�-?� ��Fا��

ب جأ أ ب ج أ ب ج

ى ���4ى ا�Q��د -�����رك �?�ر�8 -\�ه� �� ا�����ت ا���4H��؟ .23 u�آ

أzQ8 &�! TV ا����4ى أ!�&

��QH- ���3 �� �Hءة و'�!��� .24 .!�5 �4ا ��& ,�� ��BآT �/ ا����رك ، !�دة �� أ

S'4 � رأى 10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

25. Tآ�B� ��, &�� !�5 �4ا��ءة و'�!��QH- ���3 �� �H� �V-� !�& ا�:�درات وا�4اردات ، !�دة �� أ�� ���� .�/ ا����� ا�

S'4 � رأى 10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

��QH- ���3 �� �Hءة و'�!���) - �ء ����ه�(!���5 4ا �5& أ�� ��BآT �/ ا�����ت ا���ود�� ا,+ى .26 . !�دة �� أ

S'4 � رأى 10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

��Q ��)0�1/ ا�4اردة إ�& �:؟ .27�ك '& '��ت ا��t8 �� ه& و ��

��Q � ��4(?� �1QL5�.

��؟. 29:�آ�� ا����Q ا���ح إد+���� !�& ا���? �� ه& ا��\��ات ا��&

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

30 .��4?�� :� أز��5 ا�'اج !� ا�)0�1/ ا�4اردة �(�� /��4(?�

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

��رك.31��� �H��� .أ^N '& ا��t5م ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1ر�o �?'4ا�

:أ!�?� ان �Q|4& ا����رك ����4ن ب. 32

ا���ل

S'4 � رأى 10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

3 ������ �� ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

����4ت ا�"ز��� . و �4ا' ����> ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

TECHNICAL ASSISTANCE FOR POLICY REFORM II Appendix

�V-� !�& ا�:�درات وا�4اردات ����4ن ب.33�� ���� :أ!�?� ان �Q|4& ا����� ا�

��ل ا�

S'4 � رأى 10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

������ 3�� ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

����4ت ا�"ز��� . و �4ا' ����> ا�

S'4 � رأى10 9 8 7 6 5 4 3 2 1 ر�o �?'4ا�

#�وفأ�� 9����ت أو

��4�B- Nن �:��� ا����رك أو أى �� ه���ت ا����رة �$�#"ع _راءك؟ � هT أw8 !�& إ$���اد ���?& أ�� إ :�ل -B@ن أ�� ��BV�5ت ك(إذا آw5 !�& إ$���اد، - �ء ذآ إ$> �� ��I ا� :�ل -} �g *LB- ل�: ��84Q})'& �3ل ا� <Vر .، �/ ذآ

آ�ت ا��& [�رآw -���?�ءاBا� HB8تoا����ؤ U� �! �-� W� {�::+ ىDا� wV4ت !�& ا�.

HBا� T�F <Hو�.

Technical Assistance for Policy Reform II BearingPoint, Inc,

8 El Sad El Aali Street, 18th Floor, Dokki, Giza

Egypt Country Code: 12311

Phone: +2 02 335 5507 Fax: +2 02 337 7684

Web address: www.usaideconomic.org.eg