Study title

The two-part data set contains 1. The judgement on contact with government offices and their forms from the view of the citizens and 2. Observations about contacts between client and employees in government offices. Topics: 1. Through written client survey it was determined: adviser in filling out applications for government offices; judgement on difficulties and clarity of the form; ununderstandable question formulations; extensive judgement on the conduct and readiness for action of the official in charge; earlier contact with government offices in the same matter; judgement on the presence of others during a conversation in a government office; general attitude to government offices (scale); professional contact with files and strange people; reading habits and following news broadcasts; memberships; information on the participants in filling out this questionnaire. 2. With part of the respondents details of the contact with government offices were recorded by observers of the institute: characterization of course of conversation and the style of questions of the official in charge, divided into the phase of the preliminary conversation and the phase of the recording of the application; detailed characterization of client; judgement on the condition of records brought along; container for the records on arrival at the government office; areas of life picked out as central theme by the official in charge and client in the course of conversation; preliminary justifications, preliminary explanations, further questions and demands of the official in charge; ´speaking in documents´ by official in charge and client; negotiations between client and civil servant; picking our principle discussions as central theme; reference to other government offices by the official in charge or client; language style and dialect of client; expression difficulties and exceptional reactions of client; result of recording; general image of client (semantic differential)....