Threshold Performance Evaluation 2009-2010
Zambia, 2009 - 2010
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Reference ID
ZMB_2009_MCC-TPE_v01_M
Producer(s)
Erin Weiser, Rema Balasundaram
Collection(s)
Metadata
Created on
Jun 10, 2015
Last modified
Jun 10, 2015
Page views
34951
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- Data files
-
Immigration
Household Data
Set -
Lands Bulk
Filer Matrix -
Lands Bulk
Filer Question
6 -
Lands Bulk
Filer -
Lands
Households
Matrix -
Lands
Households
Question 7 -
Lands
Households -
PACRO Bulk
Filer Question
6 -
PACRO Bulk
Filer -
PACRO Firm
level survey -
PACRO
Livingstone -
ZRA CACP data
set -
ZRA firm level
survey 26 March
2010 Question 8 -
ZRA firm level
survey 26 March
2010
Q19b: Comment (Q19B)
Data file: ZRA firm level survey 26 March 2010
Overview
Valid:
30
Type:
Discrete
Start:
91
End:
271
Width:
181
Range:
-
Format:
character
Questions and instructions
Categories
| Value | Category | Cases | |
|---|---|---|---|
| In comparison to other service centres, ZRA is not up to par | 1 |
3.3%
|
|
| No comments | 4 |
13.3%
|
|
| Some don't have technical know how, might give wrong information to customers | 1 |
3.3%
|
|
| Staff are quite knowledgeable although there is no sufficient man power to attend to clients especially at cashiers office | 1 |
3.3%
|
|
| Staff do not shade more light on procedures to be followed on the application process. They are too bried and take for granted that one is knowledeable about the application process | 1 |
3.3%
|
|
| Staff knowledge is not very good. Very few people know how to give efficient responses and may at times give contradictory responses or advice. Staff courtesy is quite ok. | 1 |
3.3%
|
|
| The staff have no motivation, they are incompetent an slow | 1 |
3.3%
|
|
| They seem well informed although one or two of the staff are not very knowledgeable (could be new employees) | 1 |
3.3%
|
|
| information desk should provide more information about registration process | 1 |
3.3%
|
|
| insufficient number os staff to attend to clients | 1 |
3.3%
|
|
| only problem is with cashiers - takes too long | 1 |
3.3%
|
|
| some staff are kind and kmowledgeable while others are not | 1 |
3.3%
|
|
| some staff lack good customer service skills - moody and impolite | 1 |
3.3%
|
|
| some staff seem better trained and better informed than others | 1 |
3.3%
|
|
| sometimes staff are few and queues are long; sometimes service is good, other times bad | 1 |
3.3%
|
|
| staff are efficient | 1 |
3.3%
|
|
| staff are well informed and efficient | 1 |
3.3%
|
|
| staff do not appear to be experienced | 1 |
3.3%
|
|
| staff have different pieces of advice | 1 |
3.3%
|
|
| staff lack a sense of urgency - talk on phone for long periods, attend to clients they know | 1 |
3.3%
|
|
| staff lack a sense of urgency - talk on phone for long periods; guidance to clients is poor | 1 |
3.3%
|
|
| staff need to have more information and knowledge on system operations | 1 |
3.3%
|
|
| staff normally concerned with personal matters e.g personal phone calls | 1 |
3.3%
|
|
| staff not polite | 1 |
3.3%
|
|
| staff performance is below par | 1 |
3.3%
|
|
| system is better - there is a measure of efficiency | 1 |
3.3%
|
|
| when making tax payments service takes too long at cashiers but staff are quite well informed | 1 |
3.3%
|
Warning: these figures indicate the number of cases found in the data file. They cannot be interpreted as summary statistics of the population of interest.