Information Systems and Information Practices (Workers in Government Offices)

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.