stakeholder satisfaction survey
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):
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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
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