Project Report

ON
“A STUDY ON COMPLIANCE PROCEDURE IN PUBLIC OFFICE SERVICES”
SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF
THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF:

Ms. ANUSHREE GANGULY

Assistant Professor/ Associate Professor/ Professor, RDIAS

SUBMITTED BY:

Ansh Jain

Enrolment No. 08815901722

BBA-IVSemester

Batch 2022-25

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

An ISO 9001:2015 Certified Institute

NAAC Accredited: A Grade (3rd Cycle), Category A+ Institution (by SFRC, Govt. of NCT Delhi)

(Approved by AICTE, HRD Ministry, Govt. of India)

Affiliated to Guru Gobind Singh Indraprastha University, Delhi

2A & 2B, Madhuban Chowk, Outer Ring Road, Phase-1, Delhi-11008

 TABLE OF CONTENT

Particulars Page No.

Student Declaration i

Certificate from Faculty Guide ii

Acknowledgement iii

Executive Summary iv

Chapter 1: Introduction 1-3

Chapter 2: Review of Literature 4-8

Chapter 3: Research Methodology 9-12

Chapter 4: Data Analysis 13-18

Chapter 5: Findings and Conclusion 19-21

References 22

Annexures (to include questionnaire, if any; plagiarism report, etc.) 23-27

 Student Declaration

This is to certify that I have completed the project titled “A Study on compliance procedure in public
office services” under the guidance of Ms. Anushree Ganguly in the partial fulfilment of the
requirement for the award of the degree of Bachelor of Business Administration from Rukmini Devi
Institute of Advanced Studies, New Delhi.

It is also certified that my project is an original work and that the same has not been submitted earlier
elsewhere.

Name of the Student: Ansh Jain

Enrolment Number: 08815901722

Class and Section: MC SEM 4

 Certificate from Faculty Guide

This is to certify that the project titled “A Study on compliance procedure in public office services” is
an academic work done by Ansh Jain submitted in partial fulfillment of the requirement for the award
of the degree of Bachelor of Business Administration from Rukmini Devi Institute of Advanced
Studies, New Delhi, under my guidance and direction.

To the best of my knowledge and belief, the data and information presented by him/ her in the project
have not been submitted elsewhere earlier.

Name of the faculty: Ms. Anushree Ganguly

Designation of the Faculty: Assistant Professor, RDIAS

 ACKNOWLEDGEMENT

I would like to express my greatest appreciation to the all individuals who have helped and
supported me throughout the project. I am thankful to our Faculty Ms. Anushree Ganguly for her
ongoing support during the project, from initial advice, and encouragement, which led to the final
report of this project.

I wish to thank my parents as well for their undivided support that encouraged me, without whom I
would be unable to complete my project.

At the end, I want to thank all the respondents who devoted their time and gave valuable inputs
that helped in completion of my project.

Name of the Student; Ansh Jain

Enrolment Number: 08815901722

Class & Section MC SEM 4

 Executive Summary

This study delves into the compliance procedures within public office services, aiming to evaluate their
effectiveness and propose enhancements. The primary objective is to ensure organizational integrity, legal
adherence, and transparency in public office operations.

Findings indicate varying levels of compliance effectiveness across offices, exposing weaknesses such as
inconsistent enforcement and procedural ambiguities. Additionally, opportunities for aligning procedures
with evolving legal and regulatory frameworks are identified.

Recommendations focus on targeted training programs to improve staff awareness, the implementation of
robust monitoring mechanisms, and the integration of technology for streamlined compliance processes.
Strategies for enhancing public communication and access to information are also proposed.

In conclusion, this study provides a nuanced understanding of compliance procedures in public office
services and offers practical recommendations to fortify governance structures, improve accountability,
and bolster public trust. These proposed enhancements aim to create a more resilient and transparent
framework for the effective functioning of public offices.
 CHAPTER 1
INTRODUCTION
In the real of public office services, compliance procedures serve as the cornerstone for ensuring
transparency, accountability, and adherence to legal frameworks. These procedures encompass a set of
rules, regulations, and protocols designed to govern the conduct of individuals and organizations
operating within the public sector. As governments worldwide continue to prioritize efficiency, equity,
and citizen satisfaction, the importance of robust compliance mechanisms cannot be overstated.

The primary objective of compliance procedures in public office services is to uphold ethical standards
and safeguard against malpractice, corruption, and abuse of power. By establishing clear guidelines and
oversight mechanisms, governments can foster trust among citizens and stakeholders while promoting the
efficient delivery of services. Compliance procedures also play a pivotal role in mitigating risks
associated with fraud, data breaches, and conflicts of interest, thereby safeguarding the public interest.

At the heart of effective compliance procedures lies a commitment to regulatory compliance and best
practices. This involves regular audits, risk assessments, and training programs to ensure that employees
and agencies understand their obligations and responsibilities. Additionally, compliance frameworks
should be adaptable to evolving regulatory landscapes and emerging threats, allowing public offices to
anticipate and address compliance challenges proactively.

One of the key elements of compliance procedures is the establishment of internal controls and
monitoring mechanisms. These mechanisms serve to detect and prevent potential violations of laws,
regulations, and organizational policies. By implementing robust control systems, public offices can
minimize the likelihood of errors, misconduct, and financial irregularities, thereby enhancing operational
efficiency and public trust.

Moreover, compliance procedures in public office services extend beyond regulatory requirements to
encompass ethical considerations and principles of good governance. This includes promoting
transparency, integrity, and accountability in decision-making processes, as well as fostering a culture of
compliance throughout the organization. By embedding ethical values into the fabric of public service,
governments can cultivate a culture of trust and responsibility among employees and stakeholders.

In recent years, advancements in technology have transformed the landscape of compliance procedures,
offering new tools and solutions to streamline processes and enhance oversight. From automated
monitoring systems to data analytics and artificial intelligence, technology- enabled solutions have the
potential to revolutionize how compliance is managed in public office services. By harnessing the power
of technology, governments can improve efficiency, detect anomalies, and identify areas for improvement
in real-time.

However, while technology presents unprecedented opportunities for enhancing compliance procedures, it
also brings new challenges and complexities. Issues such as data privacy, cybersecurity, and algorithmic
bias must be carefully navigated to ensure that technology-driven solutions uphold ethical standards and
protect the rights of individuals. As governments continue to embrace digital transformation, it is
imperative to strike a balance between innovation and regulatory compliance in public office services.
In conclusion, compliance procedures are indispensable to the effective functioning of public office
services, providing the framework for accountability, transparency, and ethical conduct. By embracing a
holistic approach to compliance, governments can foster a culture of integrity, mitigate risks, and enhance
the delivery of services to citizens. As the landscape of public service continues to evolve, it is essential to
prioritize compliance as a fundamental pillar of good governance and responsible stewardship.
 CHAPTER 2
LITERATURE REVIEW
1.) Agus Bandiyono-Polytechnic of State Finance STAN, Tangerang , Shanti Dwi Aryani-
Polytechnic of State Finance STAN, Tangerang –

This study aims to evaluate the service component standard of the Directorate General of Tax Information
and Complaints Service Office and to identify the factors supporting the success of services at the
Information and Information Services Office Complaints from the Directorate General of Tax. This study
uses qualitative methods through interviews. The results show that there are several service standard
components not included in the Information and Complaints Service Office's Standard Standards, namely
cost/tariff requirements, infrastructure and/or facilities, implementing competencies, internal control,
complaint handling, service guarantees, security guarantees, and performance evaluation executor.
However, the Ministry of Finance has further stipulated which components must be included in the
Standard Operating Procedures in the Regulation of the Minister of Finance of the Republic of Indonesia
Number 131 / PMK.01 / 2015 concerning Guidelines for the Preparation of Business Processes, Decision
Making Framework and Standard Operating Procedures in Ministry of Finance environment. Even though
it does not meet the components in the Public Service Act it is not considered a problem as long as it
fulfills the components in the PMK. Supporting factors for service success begins with determining
Strategic Targets and Key Performance Indicators, then supported by activities needed to achieve the
targets of each of the Key Performance Indicators.

2.) Department of Accounting and Finance, Faculty of Business Studies, Garden City
University College Kumasi, Ghana.

This article investigates compliance to procurement processes and its effect on service delivery in the
public sector. Public procurement non-compliance has triggered a lot of debate in recent years. Due to
colossal amount of money involved in government procurement and the fact that such money comes from
the public, there is a need for accountability and transparency. In order for government to realise the
provisions of section 195 of the Constitution of the Republ iiic of South Africa, 1996 government
departments are required to comply with the rules, regulations and prescripts governing procurement of
goods and services. For instance, in 2011, five Provincial Departments in Limpopo Province were put
under administration in terms of Section 100 (1) (b) of the Constitution of the Republic of South Africa
(1996). Procurement was mentioned as one of the weaknesses that contributed to the impasse. According
to Smart Procurement (2011), despite the reform processes in public procurement and employment as
strategic tool, there are predicaments in South African public procurement practices. This article is
conceptual in nature and it explores the deviant human behaviour in relation to procurement compliance.
There are various theories that did an exploration on the deviant behaviour of human beings which is the
centre focus of the study. However the article will focus on social bond theory given the relevancy of
their exposition to the study. The articleconcludes that only compliance to procurement guidelines will
ensure service delivery, in South Africa public services.
3.) Department of Accounting, Finance and Banking, Faculty of Business Studies, Garden
City University College, Kumasi, Ghana

The aim of this study is to investigate the implementation challenges of the Public Procurement Act 2003
(Act 663) by Metropolitan, Municipal and District Assemblies (MMDAs) in the Ashanti Region of
Ghana. The key issues examined in the study are the level of knowledge, the procedure and modalities of
compliance with the Act and the challenges of implementing the Procurement Act by the procurement
committee members. Purposive sampling was adopted in selecting fourteen MMDAs while simple
random procedure was used to sample members of the procurement committee at the selected MMDAs
for the study. Questionnaires and focus group discussion were used to collect data and information from
the respondents. Descriptive and inferential statistics were used to analyse the data. The study revealed
that a large proportion of the procurement committee members could not explain key sections of the Act.
In all the sampled MMDAs respondents claimed to follow procedure required by the Act. However, they
enumerated the following as the key challenges with regards to the compliance of the Act: political
interference, unqualified staff, and lack of monitoring as well as inadequate motivation for the committee
members. There is a need for the MMDAs to take steps to address these challenges.

4.) Assistant Professor of Sociology and the Law and Society Program, University of
California, San Diego, 9500 Gilman Drive, La Jolla, CA 92093-0533

Using the racial integration of national labor unions as a case study, I find that courts played an important
and meaningfully autonomous role in integrating unions while elected officials largely failed to act.
Courts, unlike elected officials, offered civil rights groups relatively easy access to the legal agenda. In
response to thousands of cases in federal courts, judges rewrote key civil rights statutes, oversaw the
implementation of their rulings, and used attorneys' fees and damage awards to impose significant
financial costs on resistant unions. Court power was the product of multiple and historically contingent
forces that involved the interaction of elected officials, civil rights activists, and the legal community.
Elected officials delegated to the courts the power to enforce civil rights laws and tacitly endorsed
procedural changes that augmented the courts' institutional powers and the legal community's professional
influence. In response, judges and lawyers promoted and implemented a civil rights agenda far beyond
the endorsement of elected officials. An historical–institutional approach helps explain how courts
achieved and wielded independent power and the consequences of their action for civil rights, labor
unions, and the American state.Thanks for very helpful comments go to Amy Bridges, Kerstin Carlson,
Malcolm Feeley, Beth Garrett, Howard Gillman, Mark Graber, Jeff Haydu, David Karol, Ken Kersch,
David Mayhew, Jim Morone, Shehzad Nadeem, Ruth O'Brien, Corey Robin, Pam Singh, John Skrentny,
Mark Tushnet, Rick Valelly, Keith Whittington, Janelle Wong, the APSR reviewers, and Lee Sigelman.
The University of California's Institute for Labor and Employment provided generous financial
assistance.
5.) La Ode Anto, Husin, Wahyuniati Hamid, Nofian Lepong Bulan
This study aims to determine and analyze the effect of taxpayer awareness, tax knowledge, tax sanctions,
and public service accountability on taxpayer compliance. The population of this study is the mmotor
vehicle taxpayer in Kendari City. Samples are determined using accidental sampling techniques and the
number of samples is determined using the Slovin formula. Based on the results of data analysis using
multiple linear regression, the study found that taxpayer awareness, tax knowledge, tax sanctions, and
public service accountability had positive and significant effects on taxpayer compliance in meeting tax
obligations. This means that the higher the level of taxpayers’ awareness, tax knowledge, tax sanctions,
and public service accountability, the better the taxpayer compliance .

6.) JinKyu Lee H. Raghav Rao Management Science and Information Systems,
Oklahoma State University, 380 North Hall, 700 N. Greenwood Avenue, Tulsa, OK 74106,
USA
Inspired by ever evolving information technologies and the myriad of successful business cases that reap
the benefit of new technologies, many governments around the world have jumped on the bandwagon of
electronic government (e-Gov). However, there has been little academic research regarding the types and
conditions of e-Gov services that are acceptable to the public. This paper synthesizes a model of e-Gov
compliance services acceptance by critically integrating prior research along with the distinctive
characteristics of the online government services context. The study posits that different levels of task
complexity involved in various e-Gov compliance processes can lead citizens to use different decision
criteria and empirically examines the differing acceptance decision patterns of potential e-Government
service users in two compliance service domains. The results reveal that citizens do adopt different
decision criteria for different levels of task complexity, suggesting that functional usefulness of e-Gov
services becomes a more important criterion for online services that involve difficult tasks. In contrast,
the service provider's competence in online operations becomes a more important factor for simple tasks.
Several other findings and future research directions are also discussed.
7.) Warda Allouache1 and Abdelaziz Khadraoui2 1LIFAB – M’hamed Bouguerra
Boumerdès University, Algeria 2MATIS Geneva Team – CUI – University of Geneva,
Switzerland
The provision and the improvement of services by the public administrations is a fundamental issue of e-
government in terms of quality, efficiency and transparency. However, citizens and enterprises in Algeria
as in other emergent countries suffer from the bad quality, the not accessibility and the not transparency
of the services provided by the public institutions. Face up to this problem, it appears necessary to adopt
methods and models allowing to identify and to construct e-government services in compliance with the
legal framework. In this paper, we propose two process models for identification and construction of e-
government services formalized by using MAP formalism. We apply the model’s strategies to construct
the services provided by the Algerian health insurance.
8.) Onaopepo Adeniyi,Lekan Damilola Ojo Oluwaseun A. Idowu and Sunday B. Kolawole

Empirical evidence of compliance or otherwise with procurement laws especially in developing nations is
limited despite its importance in ensuring quality project delivery. This research assessed compliance with
the procurement law in the local government setting of a developing nation, challenges to compliance and
workable solutions. A total of 108 copies of a carefully structured questionnaire were administered to
individuals concerned with contract administration in the local governments in the study area and 87 were
considered good enough for analysis. Data analysis was done using crosstabulation, chi-square, mean
score and percentile. Among other findings, the study revealed that there is partial compliance with the
procurement clauses in the local governments. The study also revealed that significant relationship exists
between knowledge of the Procurement Act, owning a copy of the act and compliance with the act. These
findings of this study will be useful for construction and public procurement administrators as an
evidence of the need for a multifaceted action towards strengthening compliance.
9.) Andvig J, Fjeldstad O, Amundsen I, Sissener T, Soreide T (2000) Research on
Corruption: A Policy Oriented Survey . Chr. Michelsen Institute & Norwegian Institute of
International Affairs, Oslo.

The Central Eastern European member states of the European Union have introduced a host of anti-
corruption measures in the past two decades, yet corruption is still prevalent. Rather than asking what is
wrong with the letter of the law, which has traditionally been the focus of analysis, this article identifies
some of the reasons why those whose behavior the law seeks to change fail to act as expected. Drawing
on theoretical insights from implementation studies and using Hungary as an illustrative example, the
article finds that both incentives and normative judgments are skewed towards non-compliance with anti-
bribery laws. The main policy implications are that anti-corruption interventions should pay more
attention to raising awareness among target groups, take existing social norms into account, and rely on
positive incentives as well as, or rather than, increasing penalties.

10.) NichapatBoonyarat Faculty of Management Science SongkhlaRajabhat University

Thailand. Syed Sofian College of Business University Utara Malaysia.
WanidaWadeecharoen Thonburi University Bangkok Thailand.
This study is the primary research identifying the components of tax fairness perception, tax knowledge
and understanding, attitude towards taxation, service quality, and their effects on taxpayers’ satisfaction.
A systematic random sampling technique was used for selecting taxpayers via SAO’s name list, by
counting the person with every the end of numbers are the first and the sixth in the list be justified.
Structural Equation Modeling (SEM) was used to test the causal relationship among tax fairness
perception, tax knowledge, and understanding, attitude towards taxation, and service quality with
taxpayer’s satisfaction and their compliance behavior empirically. To solve the shortages of government
revenue, due to ineffective local government administration in developing countries, there are four
sources of antecedent factors were identified in this study. They are tax fairness perception, tax
knowledge, and understanding, attitude towards taxation, and service quality. These factors were
assuming efficiency in tax collection which effecting to taxpayer’s satisfaction and compliance behavior.
The research provides findings from the first study on land Thai local tax, identifies the strategic factors
for enhancing local government revenue, and improves the living standard of Thai local people.
 CHAPTER 3

RESEARCH
METHODOLOGY
Introduction to Research Methodology:
Research methodology is an organised approach to scientific investigation that includes a range of
methods, protocols, and approaches to data collection, analysis, and interpretation. It provides a
framework for planning, carrying out, and assessing research, making it an essential component of every
study. Research design, data collecting, sample strategies, data analysis, research tools, ethical issues,
validity and reliability, data presentation and interpretation, and constraints are important elements. While
primary and secondary data are collected from original sources, research design incorporates exploratory,
experimental, and descriptive methodologies. Participant rights, secrecy, and possible conflicts of interest
are examples of ethical issues

Objective of the Study:

1. The main objective of the study is to check the effectiveness of existing compliance procedures in
public office services. This involves determining how well these procedures are implemented.
2. This could involve pinpointing areas where procedures are not being followed, loopholes that
may exist and checking the percentage of corruption involved in the public offices.

RESEARCH DESIGN
This study used survey (questionnaire) and content analysis to determine the effects of environment
destruction on human health and hoe much people are aware of environment destruction problems and
their opinion regarding the problem. Descriptive is used in our study. Descriptive research entails the
following steps: -

Descriptive research - comprises of several types of surveys and fact-finding inquiries. The most
important goal of descriptive research is to describe the current condition of circumstances. The factors in
this sort of study are outside the control of the researcher. Under it two analysis methods are used –

Qualitative Analysis - Our study necessitates a comparison between traditional marketing

methods and social media marketing, hence it is based entirely on qualitative data. Finally, qualitative
research is particularly relevant in the behavioural sciences, where the goal is to uncover the underlying
motivations for human behaviour. We may examine many elements that push individuals to behave in a
certain way or cause them to enjoy or detest a particular object through such study.

Quantitative Analysis - Quantitative research is centred on determining the quantity or amount of

something. It may be used to compile all numerical data in our research since it is relevant to occurrences
that can be stated in terms of quantity.
METHOD COLLECTION OF DATA
Any research requires data collection to arrive at the solution of the problem. Data
collection always starts with secondary data.
Data can be broadly classified into two categories:
1. Primary Data
2. Secondary Data

A) Primary Data:
It can be defined as the data which are collected at first hand either by the researcher or by someone else
especially for the purpose of the study. For example, I collected data from Random Students pursuing
their higher education.

B) Secondary Data:
Any data which have been gathered earlier for some other purpose are secondary data in the
hands of the researcher. When sufficient secondary data are available, considerable time and
money may be saved. It helps us in better understanding of the problem. The secondary data is collected
by the internet, journals, articles etc.

SAMPLING METHOD
Survey - Survey was conducted randomly among Face book, WhatsApp, and Instagram user
community, by sending questionnaire through online to collect the individual opinion from
the respondents.

RESEARCH INSTRUMENTS
Questionnaire- Questionnaire is a very useful tool of data collection. In this research study,
questionnaire will be used as research instrument. In this research project questionnaire will be use.
Tools used for analysis: -
Excel: Microsoft created the spreadsheet software. Excel lets you perform mathematical
operations and arranges data in rows and columns. It functions on iOS, Android, Windows, and
macOS. Since its first release in 1985, the version has undergone a number of revisions.

Pie Chart: One kind of graph that shows the data in the circular graph is a pie chart. Pie slices
are one kind of graphical depiction of data that indicates the relative magnitude of the data. Both
numerical and category data must be listed in order to create a pie chart.

Histogram: While a bar chart is used to represent data that has been tallied for a set of
categories, such as colours, a histogram is used to display numerical data. A histogram and a bar
chart have a similar appearance. Recall that a numerical data set consists of values that are
measures, such as age, weight, or height.

Hypothesis Testing: A methodical process called hypothesis testing determines if a

research study's findings are consistent with a certain idea that pertains to a community. Sample
data is used in hypothesis testing in order to assess a population-related hypothesis.
 CHAPTER 4
DATA ANALYSIS
AGE

Age

Above 50
8%

31-50
17%
18-24
42%

25-30
33%

18-24 25-30 31-50 Above 50

Figure 4.1 The above pie chart shows the age of the respondents.

Q1. In your opinion, what are the most important problems that (COUNTRY)
is facing today?

8% Corruption

33% Crime and insecurity

42% Poor performance of education system

17% Condition of infrastructures (transport,

communication, energy, etc.)

Figure 4.2
Q2. The behaviors below are widespread in many countries and people may
have different views on them: what is your personal opinion about them?

25

20

15

10

0
A doctor asking for some A traffic police officer asking A civil servent asking for A civil servant carrying out a
money /gift to provide a driver to give him/her money or gifts to speed up private activity to round off
better treatment in some money instead of administrative procedures low salary
government paying a fine
hospitals/clinics

Always acceptable Usually acceptable Sometimes acceptable Not acceptable

Figure 4.3

Q3. If you had to make such extra payment or gift, how did you
understand that an extra payment or gift was expected?

NOBODY ASKED FOR IT, I DID IT TO

12
FACILITATE/ACCELERATE THE PROCEDURE

A THIRD PERSON REQUESTED THE EXTRA PAYMENT 16

THE PUBLIC OFFICIAL MADE YOU UNDERSTAND THAT A

19
PAYMENT WAS EXPECTED

EXPLICIT REQUEST FROM THE PUBLIC OFFICIAL 13

0 2 4 6 8 10 12 14 16 18 20

Figure 4.4
Q4. If you had to make such extra payment or gift, when exactly did you
give them the gift/money?

5% Before the service was delivered

17%
After the service was delivered

55% At the same time when the service was

delivered
23%
Partly before and partly after the
service was delivered

Figure 4.5

Q5 Usually, different levels of corruption exist in the various sectors of a

country. According to you, how frequently corrupt practices/behavior’s
take place in the following sectors?

Very often Often Sometimes Rarely Never

20
19 19
18 18 18
17
16 16 16 16
15 15 15 15
14 14
13
12 12
11 11
10 10 10
9
8 8 8 8
7
6
5
4 4
2 2 2
0 0
Police Custom Office Tax Office Public Hospitals Political Parties Mass Media Law Court /
Tribunal

Figure 4.6
Q6 Imagine an ordinary citizen needs to deal with the following civil
servants/public officials for an issue related to their function. According to
your direct or indirect experience, how often this person will need to give
them some extra‐money or a gift, directly or through another person to
process the administrative request?

25 23

19 19
20 18 18
17 17
16 16 1616
15 15 15
14
15 13 13
12
11 11 11 11
10 10
10 8
7 7 7
6 6
6 5
4 4 4
5

Very Often Often Sometimes Rarely Never

Figure 4.7
Q7 Compared to 3 years ago, do you think that the overall level of
corruption in COUNTRY has increased or decreased?

SALES
Increased Decreased Stabel

33%
42%

25%

Figure 4.8

Q8 If you had to make such extra payment or gift, what was the purpose of
paying extra money or giving gift?

Sales

Speed up procedure

15%
Make finalization of procedure
33% possible

27% Receive better treatment (e.g.

increase score, reduce taxes,
increase allowances, etc.)
25% Reduce cost of procedure for me

Figure 4.9
 CHAPTER 5

FINDINGS AND CONCLUSION

FINDINGS:
 The majority of respondents, comprising 42%, fall within the age bracket of 18-24,
indicating a predominant engagement. The 25-30 age group, representing 33%, suggests
a notable but comparatively smaller participation from individuals in the slightly older
demographic.
 The survey indicates a substantial level of corruption is the problem our country facing
today, with 33% of respondents claiming to be very familiar and an additional 42%
saying poor performance of education system.
 In the survey I find respondent’s different views on some topics. Some respondent are not
accepting the asking of gift or money by a doctor to provide beter treatment government
hospitals. While some are accepting this situation.
 More than 20 respondents are not accepting the the asking of money instead of paying
fines from driver by traffic police and approx. 5-7 are accepting.
 A question is asked that how did you understand that an extra payment or gift was
expected. 19 respondent said that the officials made you understand that an extra payment
or gift was expected and 16 said that third person requested for extra payments.
 According to the survey 55% make payments partly before and partly after the service
has delivered and 23% make payment at the same time when the service was delivered.
 From the survey we find that the corruption practices is take place very often in the police
sectors and in the law courts. Sometimes we might see the corruption practices in the
public hospitals and custom office also.
 More than 20 people give extra money very often at the driving license office to pass the
driving exam. More than 10 people don’t gave any money or gift in any services.
 More than 42% respondent are saying that the corruption is increased in the country and
25% is saying it is decreased and remaining 25% are saying it is stable.

Conclusion:

1. Compliance procedures in public office services exhibit significant variability and lack
uniformity across departments and offices.
2. Inconsistent adherence to compliance regulations highlights the need for standardized protocols
and enhanced training initiatives.
3. Political influence poses a challenge to effective compliance enforcement and fosters a culture of
non-compliance in some instances.
4. Integration of technology offers promising solutions for streamlining compliance processes and
improving oversight.
5. Strengthening transparency, accountability, and ethical culture within public offices is crucial
for promoting and sustaining compliance efforts.
6. Continuous monitoring, evaluation, and periodic audits are essential for identifying and
addressing compliance gaps proactively.
7. Collaboration between policymakers, regulators, and public office stakeholders is vital for
implementing comprehensive compliance frameworks.
8. Prioritizing resource allocation for compliance initiatives and investing in ongoing training
programs is essential for fostering a culture of compliance.
9. Emphasizing the importance of compliance not only enhances governance effectiveness but also
reinforces public trust in governmental institutions.
10. Further research and collaboration are needed to address emerging compliance challenges
and adapt to evolving regulatory landscapes effectively.
 REFRENCES

1. Bandiyono, A., & Shanti Dwi Aryani. (2019). EVALUATION OF SERVICE STANDARDS IN
THE INFORMATION AND COMPLIANCE SERVICE TAX OFFICE. Dinasti
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challenges. Humanities and Social Sciences Letters, 6(2), 41-50.

3. Adusei, C., & Awunyo-Vitor, D. (2015). Implementation challenges of the public procurement
act by selected metropolitan, municipal and district assemblies in the Ashanti Region, Ghana.
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4. Frymer, P. (2003). Acting when elected officials won't: federal courts and civil rights
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6. Lee, J., & Rao, H. R. (2009). Task complexity and different decision criteria for online service
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7. Allouache, W., & Khadraoui, A. (2011). Strategies to Construct e-Government Services in

Compliance with Legal Framework Case Study: Services Dedicated to the Algerian Health
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 Annexure

A study on compliance procedures in public office services.

Q1 In your opinion, what are the most important problems that (COUNTRY) is facing today?

Corruption

Crime and insecurity

Unemployment
Poor performance of education system
Condition of infrastructures (transport, communication, energy, etc.) Other:

Q2 The behavior’s below are widespread in many countries and people may have different
views on them: what is your personal opinion about them?

Always acceptable Usually acceptable Sometimes Not acceptable

acceptable

A doctor asking
for some money
/gift to provide
better treatment in
government
hospitals/clinics

A traffic police
officer asking a
driver to give
him/her some
money instead of
paying a fine

A civil servent
asking for money
or gifts to speed
up administrative
procedures
 A civil servant
carrying out a
private activity to
round off low
salary

Q3 If you had to make such extra payment or gift, how did you understand that an extra payment or
gift was expected?

Explicit request from the public official

The public official made you understand that a payment was expected A
third person requested the extra payment

Nobody asked for it, I did it to facilitate/accelerate the procedure

Q4 If you had to make such extra payment or gift, when exactly did you give them the
gift/money?

Before the service was delivered

After the service was delivered

At the same time when the service was delivered

Partly before and partly after the service was delivered
Q5 Usually, different levels of corruption exist in the various sectors of a country. According to you,
how frequently corrupt practices/behavior’s take place in the following sectors ?

Very Often Often Sometimes Rarely Never Don’t Know

Police
Custom Office
Tax Office
Public Hospitals

Political Parties
Mass Media
Law And
Tribunal

Q6 Imagine an ordinary citizen needs to deal with the following civil servants/public officials for
an issue related to their function. According to your direct or indirect experience, how often this
person will need to give them some extra‐money or a gift, directly or through another person to
process the administrative request?
Very Often Often Sometimes Rarely Never
 Police officers (e.g. to process a fine)
At driving license office (e.g. to pass the
exam)
Public utilities officers (e.g. to get new
electricity connection)
Municipal or provincial officers (e.g. to
get new id document or access social
service)
Customs officers (e.g. when clearing
goods)
Embassy/consular officers (e.g. to get the
visa)
Municipal or provincial elected
representatives (e.g. when processing
building permits)

Q7 Compared to 3 years ago, do you think that the overall level of corruption in
COUNTRY has increased or decreased?

Increased
Stable
Decreased

Q8 If you had to make such extra payment or gift, what was the purpose of paying
extra money or giving gift?*

Speed up procedure
Make finalization of procedure possible
Receive better treatment (e.g. increase score, reduce taxes, increase allowances, etc.)
Reduce cost of procedure for me