This book is the result of a survey conducted by the KPK. The survey was carried ut in 39 central institutions, 10 provincial governments and 49 regency/municipality governments with a total of 371 service units providing services to the public (the public, companies as well as services among institutions). Respondents in this survey are direct service users (not middle men of service bureaus) of services provided by such institutions. The survey was carried out during the period April-September 2009. All data acquired in this survey report constitutes primary data sourced from the results of interviews carried out directly with respondents in the field.