1 (i)service indicators (si), related to the institutional functioning : 1. levels of use or non-use...
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(i) Service indicators (SI), related to the institutional functioning :
1. Levels of use or non-use of Gosregistr services in registration of property rights;
2. Evaluation of providing the information by Gosregistr;3. Affordability of Gosregistr services;4. Evaluation of degree of complexity of Gosregistr
procedures;5. Evaluation of payment rate for services.
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Evaluation of Gosregistr services Providing services
• 73.5% of the interviewed were clients of Gosregistr (549 people) and the rest 26.5% (198 people) did not apply for its services, although they were able to participate in the system registration (non-clients).
1. Levels of use or non-use of Gosregistr services in registration of property rights
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Reasons for applying to Gosregistr
1. Levels of use or non-use of Gosregistr services in registration of property rights
Reasons for applying to Gosregistr
7%
35%
1%15%
32%
1% 3% 2% 4%
Privatization of real estate
Purchase and sale of real estate
Rent of real estate
Inheritance, donation or exchange of real estate
Pledge for credit or mortgage
Rent for use of pasture
Information, inquiry on real estate
Certificate on absence of real estate
Other
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Subject of registration, legalization or information
Subject of registration Number Per cent
House, apartment 428 81%
Administrative /office building
2 0.4%
Commercial building 22 4.2%
Land plot 55 10.4%
Other 23 4.3%
1. Levels of use or non-use of Gosregistr services in registration of property rights
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Reasons for non-applying to Gosregistr
Non-clients
1. Levels of use or non-use of Gosregistr services in registration of property rights
Reasons for non-applying to Gosregistr
8%
26%
7%
8%11%
9%
12%
7%
12%
Have not heard of such organization
Have no real estate
No full title documents
I think one can do without registration
I don’t know why it is needed
I keep off difficult procedures and circumlocution
Have not time
Have no money to pay for services
Find difficult to answer
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People awareness of Gosregistr
Only 8% have not heard of its existence and 16% do not know what exactly it is doing.
What have you heard of Gosregistr?
8%16%
68%
8%nothing
heard but don't knowwhat is is doing
heard and know what itis doing
heard something butdon't know what exactly
1. Levels of use or non-use of Gosregistr services in registration of property rights
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Knowledge of purpose of registration of rights Why is it necessary to register the rights to real
estate?
1%
33%
15%17%
31%
3%no need to register
need to register to followthe law
need to register tocomplete transaction
need to register to getcredit
need to register toprotect my rights to realestatefind difficult to answer
2. Evaluation of providing information by Gosregistr
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Awareness of access to information
by clients and organizations• About 50% interviewed clients know that in
Gosregistr one can get the information on any registration right to real estate,
• 43% are not aware and the rest are not sure that there is such opportunity
• 80% organizations – respondents know that in Gosregistr it is possible to get information on any registered right to real estate.
2. Evaluation of providing information by Gosregistr
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Awareness of access to information on rights to real estate by husbands
and wives
Да НетНе
уверен
МужчиныЖенщины
39.94
53.25
6.8
53.43
39.71
6.860.0010.0020.0030.00
40.00
50.00
60.00
Знание мужчин и женщин о доступе к информации о зарегестрированном праве на недвижимость супругов
Мужчины
Женщины
2. Evaluation of providing information by Gosregistr
Awareness of men and women of access to Information on registration to real estate of the married couple.
Yes No Not sure
Women
Men
WomenMen
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Distribution of information on registration
• 40% clients and organizations and 30% staff of Gosregistr believe that information on registration of rights is not properly distributed.
• Clients, organizations and employees of Gosregistr prefer distribution of information through aiyl okmotu (40%) and publication of brochures and booklets (34%).
2. Evaluation of providing information by Gosregistr
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Sources of information on registration of rights to real estate
Most popular sources of information on Gosregistr:
• Staff of Gosregistr (19.3%),
• Neighbors, relatives and acquaintances (19.2%);
• Mass media (16.2%);
• Rural and urban boards (uprava) (14%).
2. Evaluation of providing information by Gosregistr
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Attitude to arrangements in rooms of LRA
• Almost half of the interviewed clients and organizations like arrangements in rooms of Gosregistr (47%).
• Some people think it could be arranged better (29%),
• And only 11% do not like it.
2. Evaluation of providing information by Gosregistr
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Arrangements in rooms of LRAIn LRA rooms services are provided politely
and 83% interviewed clients and 77% organizations have never encountered incorrect behavior of the staff.
• Those who have encountered such servicing say that it is mainly in the fact that the receiving specialist did not observe queue (35%);
• Or were absent for a long time (27%).
2. Evaluation of providing information by Gosregistr
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Access to services of Gosregistr(reference materials)
46
32
34
10
15
67
29
37
8
12
44
24
45
12
11
0
10
20
30
40
50
60
70
80
90
100
Полезность Оформление Размещение
Оценка информационных материалов в залах Госрегистра
"5" 78
"4" 52
"3" 180
"2" 168
"1" 31
затрудняюсь ответить 19
2. Evaluation of providing information by Gosregistr
Evaluation of reference materials in Gosregistr rooms
Usefulness Design Location
Find difficult to answer
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Recommendations by clients on arrangement of LRA rooms
Wishes on arrangement of the Gosregistr room
Number Per cent
Add desks and chairs in the rooms 139 30%
Have a person with the reference information in the room
128 27.6%
Open additional windows for receipt of documents
74 15.9%
Provide full information on documents and procedures in the room
52 11.2%
Improve operation of the cash desk 40 8.6%
Split reception of individuals and legal entities
28 6.0%
Don’t know 3 0.6%
2. Evaluation of providing information by Gosregistr
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Distances and number of visits for legalization and registration
Gosregistr agencies are located conveniently for the clients
About 60% of the interviewed clients spent less than half an hour to get to its office. Others spent up to 1 hours (30%) from 2 to 3 hours (7.5%).In average a client visits Gosregistr from one to five times on one and the same matter Organizations resolve their issues mainly in 1-3 visits.
3. Accessibility of services of Gosregistr
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Access to services (excessive requirements)
65% clients and 38% organizations have not encountered excessive requirements
24% clients and 46% organizations believe that annual technical inventory and update of technical passport are excessive.
11% clients and 16% organizations believe that there is not need to provide copies of the passport in every application.
3. Accessibility of Gosregistr services
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Complexity in legalization and registration
Procedures of legalization are not complicated for more than half of all the respondents
• For 61% clients and 50% organizations it was not difficult to register their rights
• 29% clients, 33% organizations and 42% staff of Gosregistr believe that the procedures of registration are complicated
• For 4% clients and organizations they are very complicated.
4. Evaluation of degree of complexity of procedures of Gosregistr
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Reasons of complexity of legalization and registration mentioned by the clients
Reasons for complexity Number Per cent
Problems with the other related services (rural or urban board and other)
66 17.3%
In Gosregistr – bureaucracy and circumlocution 59 15.4%
Gosregistr procedures for legalization are complicated 58 15.2%
We are not quite aware of the procedures and requirements of Gosregistr
46 12.0%
High rates for legalization 43 11.3%
The Gosregistr staff is not competent enough 32 8.4%
There were no related services (like notary offices) 28 7.3%
Problems with title documents 27 7%
Gosregistr office is closely located 23 6.0%
4. Evaluation of degree of complexity of procedures of Gosregistr
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Reasons of complexity by opinion of the Gosregistr staff
Main reasons of complexity by their opinion include the following:
• There are no related services near Gosregistr, such as notary offices (26.2%);
• Poor awareness by clients of procedures and requirements of Gosregistr (26%),
• Clients having problems with other services in arrangement of title documents ( 24%):
• And may be remote location of Gosregistr offices (8%).
4. Evaluation of degree of complexity of procedures of Gosregistr
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Affordability of the Gosregistr services (payment for services)
• 39% clients and 43% organizations believe that they are affordable• 32% clients and 24% organizations believe that the rate is not
affordable for the poor and older people, • 12% clients and 16% organizations believe that they are not
affordable together with payments for other related services• 11% clients and organizations believe that they are not affordable
for most population. Payment for services is affordable for most population, except for poor and older people
5. Evaluation of payment rate for services
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Affordability of services
payment for services Payment corresponds the volume of services
5. Evaluation of the rate of payment for services
View of clients on payments to Gosregistr
49%
25%
2%
23%1%
Services were worth of payment
Payment was higher than volume of services
Payment was lower than volume of services
Find difficult to answer
Other
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Conclusions and recommendations:
• 1. High awareness of Gosregistr and use of its services for protection of property rights and receipt of credits are noted.
• 2. Mass media and local governments play an important role in formation of public opinion on Gosregistr. Gosregistr may achieve much by direct distribution of information, including support of the inquiry telephone lines and more informative web-site.
• 3. Degree of direct access is very high – almost 90% clients spend less than one hour to get to their LRA.
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• 4. Rate is considered to be mainly affordable and acceptable.
• 5. The clients provided good comments on degree of complexity of procedures of registration. Part of the clients are not aware of urgency services provided and of providing information on real estate to any person
• 6. Non-clients believe that the procedure of registration is complicated.
• 7. It is necessary to ensure awareness of the population on services provided by LRA, on the urgency mode, on transparency of information and ensure convenience of servicing the clients by adequate arrangement of rooms for acceptance of documents in LRA.