MANILA, Philippines — The Anti-Red Tape Authority (ARTA) expects to get the results of its report card survey (RCS 2.0), which measures the quality of service of government agencies, by November.
On Thursday, the ARTA formally launched the pilot implementation of RCS 2.0. According to ARTA officer-in-charge and Undersecretary Ernesto Perez, People Dynamics, Inc. (PDI), its third-party provider will conduct an on-site survey starting this month.
He said that in November, the ARTA would provide the feedback to the agencies with respect to the results of the survey.
In December this year, the ARTA will conduct an awarding ceremony for the agencies that will garner high scores in the RCS.
Perez said the RCS would focus on measuring the quality, efficiency and adequacy of government services through evaluation of the streamlining initiatives of government agencies and local government.
Among the tools of measurements to be used by the survey include compliance reports, survey questionnaire and inspection checklist, client satisfaction measurement, and agency awards and recognition.
The RCS was previously implemented by the Civil Service Commission.
Perez said that with the new version, “there is a need to look into customer satisfaction of external customers and should also be complemented with the satisfaction of internal customers, thus the need to incorporate internal services of the government agencies in the RCS.”
“Under RCS 2.0, all of the government services will be covered. As for the services, not only the external (frontline) services will be covered in RCS but the internal services will be measured too,”Perez said.
He said the RCS would still be used as one of the basis in granting rewards and incentives to government agencies.
The implementation of the RCS is in line with the government’s goal to elevate its service delivery to new heights, as well as to shape a better life experience for Filipinos.
“The development of this Report Card Survey 2.0 and Harmonized Client Satisfaction Measurement is rooted in the aspiration to transform how the government serves the people,”Perez said.
“And I hope that, with this all-encompassing tool, we will continue to embrace the transformative efforts we are pursuing to improve government service delivery and see it as an opportunity to perform more effectively and better serve Filipinos,”he said.
Perez emphasized that effective service requires well-defined processes, a simplified system, and prompt delivery, not to mention the pleasant demeanor of the service provider.
“When we visit a facility, such as a hotel, a resort, or an attraction, we normally consider their accommodation costs, their amenities, the timeliness of their service delivery, and, of course, the manner in which the service is rendered,”Perez said.