Information Systems and Information Practices (Workers in Government Offices)

Information practices of authorities regarding citizens.

Topics: assumed reasons for applications not completely filled out;
conduct with incompletely filled out forms; first impression with
incorrect information of citizens; conduct with application submissions
and with questions of citizens; communication practices of authorities
and departments among themselves; existence of explanatory leaflets for
forms; assumed knowledge of the applicant about data forwarding in the
government office; procedure in evaluating the application and with
contradictory information; characteristics of persons who frequently
submit incomplete applications; doubt in the accuracy of information on
private certificates; attitudes to unbureaucratic conduct in needy
cases; inspection of information of the applicant with other government
offices and above all the tax office; preference for rapid processing
of all applications or exact processing of every individual case.

The following questions were posed in the form of a written
supplementary questionnaire: questions on the course of work and work
organization in the department; separation of applications in routine
cases and complicated cases; number of cases to be taken care of;
relative time expended for initial applications and current cases;
regulations used, service directives and implementation orders.

Interviewer rating: willingness of respondent to cooperate; presence
of other persons during interview; length of interview.