This book is the result of a survey conducted by the KPK. The survey was conducted in 40 national level institutions and 52 local institutions which provide services to the public (communities, companies, or inter-institutions services). Respondents in this survey were immediate users (not agents or service bureaus) of service provided by the institutions. he survey was conducted over 3 months, between June - September 2008. All of the data in this survey report are primary data from interviews with respondents in the field.