Filenews 26 April 2024
Despite the small geographical distribution of the island, the impact on citizens of the institution of KEP is remarkable, the Ministry of Finance said in an announcement regarding the main results of a Citizen Satisfaction Survey for KEPs.
The survey is conducted every 3 years and its purpose is to identify both strengths and points that could form the basis for improving the services provided. The survey was conducted between 11/9/2023 and 3/10/2023 and was anonymous. For the collection of the data, a structured questionnaire was prepared, which was divided into 8 sections, as follows:
- Section A: Participant Personal Information
- Module B: General data
- Module C: Satisfaction
- Section D: Telephone Communication
- Section E: Video conferencing
- Section F: Views
- Section G: Contributions
- Section H: Other comments
During the survey, a sample of 2,458 questionnaires was taken. The main results of the survey, on the basis of which there is a clear improvement in all areas, are summarised below.
II. RESULTS ANALYSIS
Overall Satisfaction with KEPs
Of the 2,458 citizens who participated in the survey, 67.3% said they were very satisfied overall with the KEPs and 29.8% said they were satisfied. This suggests that with 97.1% the vast majority of citizens are generally satisfied or very satisfied with KEPs. Compared to the results of the 2020 survey, where the corresponding percentage reached 97,0%, there is an increase of 0.1 percentage point.
Overall Satisfaction with the Telephone Service from the KEP
Of all citizens in the survey who had telephone contact with the KEP, the percentage that stated that they were very satisfied overall with the telephone service from the KEP was 65.3% and the percentage that stated that they were satisfied with the telephone service was 32.3% (total 97.6%). In addition, 92.6% of citizens who had telephone contact with KEP stated either very satisfied or satisfied with the guidance of the call center's automatic call management (IVR).
Waiting time until the citizen addresses an officer
93.5% of citizens are very satisfied or satisfied with the waiting time until they contact a competent officer. Compared to the results of the 2020 survey, where the corresponding percentage reached 92,5%, there is an increase of 1.0 percentage points.
Arrangement regarding the advance arrangement of appointments by telephone before the on-site visit to the KEP
91.3% of citizens surveyed said they were very satisfied or satisfied with this arrangement. At the same time, 92.6% of the citizens who participated in the survey had arranged an appointment by phone before visiting the KEP. It is worth noting that 89.0% of citizens who contact KEP agree with the opinion that arranging an appointment in advance before visiting the KEP on site has contributed to the improvement of service, while 8.5% did not give any answer. In addition, a number of citizens submitted a proposal for electronic appointment arrangement, an issue that is already under way by the TSI and will soon be implemented.
Appointment Availability
86.9% of citizens stated that they are very satisfied or satisfied with the availability of appointments and the time that elapsed between the day they contacted the KEP and the day of the appointment, while 6.1% of citizens did not give an answer.
Speed of service
94.6% of citizens stated that they are very satisfied or satisfied with the speed of service at the KEP.
Staff: Training and Knowledge
The vast majority of citizens who participated in the survey are satisfied or very satisfied with the training and knowledge of the staff in the KEPs, with a percentage of 97.0%.
Staff: Courtesy and Willingness
Of the 2,458 citizens who participated in the survey, 97.2% stated that they were very satisfied or satisfied with the kindness and willingness of the staff in the KEP.
Staff: Equal treatment for all citizens
A total of 91.2% of citizens were very satisfied or satisfied with regard to the equal treatment of citizens in KEPs.
Staff: Good treatment and understanding in case of a complaint
In cases of complaints, 84.7% of citizens stated that they were very satisfied or satisfied with the treatment and understanding shown by KEP staff. 13.7% of citizens did not give an answer.
Reliability and validity of information provided by KEPs
93.4% of citizens who participated in the survey stated that they are very satisfied or satisfied about the reliability and validity of information provided by KEPs.
Services offered at KEPs
The majority of citizens who participated in the survey apply to KEP for services offered by the Civil Registry and Migration Department (e.g. for issuing an identity card, passport, birth and death certificate) with a percentage of 74.5%. It is followed by the Department of Road Transport (e.g. Driving License, Registration Certificate, Vehicle Transfer) and the Ministry of Health (e.g. Hospital Card, European Health Insurance Card) with percentages of 60.0% and 42.4% respectively. Lower percentages are observed in services of the Social Insurance Services (e.g. issuance of certificates to beneficiaries, insured persons, pensioners, submission of application for pension, allowances, allowances), 34.5%, the Department of Information Technology Services (e.g. confirmation and identification of a user in CY Login) 20.0%, the Welfare Benefits Administration Service (YDEP) (EEE, issuance of a Certificate of the Ministry of Public Works, etc.), 19.5%, the Grants and Allowances Service (OCT) (e.g. student grant, issuance of a certificate from the OCT) 15.5%, the Ministry of Defense (Conscription Services), 10.7% and the Judicial Service (affidavits) 6.2%.
Video conferencing service
Of all citizens who have been served by an officer via video conference to confirm and approve/identify their profile on CY Login, 88.9% said they were very satisfied or satisfied. 2.2% did not respond.
Ticket issuance from the Self-Service Station (Kiosk) of the Queuing System
The majority of participants issued the ticket for service from the Self-Service Station (85.7% of all participants), of which 79.6% stated that they are very satisfied or satisfied with the ease of choosing services for issuing a ticket from the kiosk. 14.3% of citizens did not give any answer.
Information on the screen in the lobby
86.9% of citizens stated that they are very satisfied or satisfied with the information displayed on the screen in the waiting area of the KEPs. 9.9% of citizens did not give any answer.
Standby
For the majority of citizens who contacted the KEP, the waiting time to be served by an officer was less than 10 minutes with a percentage of 67.5%. 28.4% waited 10 to 30 minutes to be served, while only 2.1% had to wait between 30-60 minutes to be served.
Time to settle a request by the service officer
To settle a request by the service officer, the time it took for 57.4% of citizens was less than 10 minutes. 36.8% of citizens stated that it took between 10 and 30 minutes to settle their request, while for 1.6% of citizens the time was 30 minutes or more.
Number of visits to KEPs to settle a request
The majority of citizens had to visit the KEPs only 1 time to settle their request, with a percentage of 69.6% of the total. 19.4% of citizens had to visit the KEPs a second time, while a smaller number of people had to return to the KEPs a 3rd time or even more than 3 times with a percentage of 3.5% in both cases. It is worth noting that the number of visits is also related to the service for which the citizen addresses the KEP. For example, for the issuance of a passport and identity card, it is inevitable to make at least 2 visits to the KEPs (one visit to obtain all relevant data, documents and biometrics, while a 2nd visit is needed to collect the passport/identity card). The same applies to services such as, for example, issuing a driving licence
KEP opening hours
92.2% of the citizens who participated in the survey were very satisfied or satisfied with the opening hours of the KEPs.
Adequate parking spaces
68.1% of citizens who participated in the survey were very satisfied or satisfied with the adequacy of parking spaces in the KEP. 26.9% of citizens said they were little or not at all satisfied with the adequacy of parking spaces. The biggest problems with the adequacy of parking spaces seem to be located in the KEP of Limassol, Paphos, Nicosia 2 (Makarios) and Larnaka.
Cutting red tape
80.9% of citizens who apply to KEPs consider that the institution of KEPs contributes to the reduction of bureaucracy. 8.8% of citizens answered negatively while the remaining 10.3% did not.
Responding to the modern needs and demands of the citizen
89.6% of citizens agree that KEPs meet the modern needs and requirements of citizens. 2.2% of citizens answered negatively while 8.2% did not.
