This project is going to focus on studying the existing regulatory and functional framework of internal regulations and related procedures which hinder or facilitate the relationship and interaction between the citizens and the Ministry of Finance, as well as analyzing the human resources available and their capacity to fulfill specific objectives of the Ministry in the field of quality service delivery and customer oriented service quality, in addition to studying the structures suitable to ensure high quality responsiveness to citizens needs and requests. Therefore, and based on this study and analysis, a policy and an operational action plan are going to be presented covering the issues related to the statutory re-determination of the legal, functional and procedural general framework regarding the actual ministry-citizen relationship, in addition to developing the most appropriate institutional options for a constructive dialogue between citizens and public administration and at the same time establishing general orientations and identifying areas for regulatory reforms and simplification of administrative procedures.