Gov’t services pass CSC quality test in 2012

MANILA, Philippines - Client satisfaction surveys in 2012 have yielded positive results, with majority of government offices obtaining high ratings, a feat which now gives the Civil Service Commission (CSC) high hopes insofar as its anti-red tape efforts are concerned.

Based on a Report Card Survey (RCS), 305 out of 594 government offices nationwide garnered a rating of good, with numerical scores between 80 to 90, while another 50 offices obtained an excellent rating, the highest in the scale with scores from 90 to 100.

“Our anti-red tape campaign is beginning to gain ground. The results of the RCS are based on actual client observations and feedback, so with these favorable findings, we believe there is renewed confidence from citizens on the quality of government services,” CSC chairman Francisco Duque III said.

The RCS is a survey tool used to rate frontline service delivery in terms of compliance with the requirements of Republic Act 9485 or the Anti-Red Tape Act (ARTA) of 2007.

Factors considered include the posting of the agency’s Citizen’s Charter, a listing of frontline services offered, step-by-step procedures, time needed to complete the transaction, requirements and amount of fees, among others.

Also checked by the CSC are the observance of the “No Noon Break” policy, presence of a public assistance desk/center, availability of basic facilities such as comfortable waiting areas and comfort rooms, and special lane for persons with disabilities, pregnant women, and the elderly.

The survey results revealed that 89 agencies received an acceptable rating with a score of 70 to 79, while 150 others failed after getting scores of below 70.

“Compared to 2011 when 41 percent of surveyed offices fell in the acceptable category, we now see more than half of agencies obtaining a rating of good, and twice the number of excellent agencies,” Duque said.

The survey covered client-heavy agencies such as the Bureau of Internal Revenue, Land Transportation Office, Social Security System, Philippine Health Insurance Corp., Department of Health, Department of Trade and Industry, as well as provincial, municipal, and city government offices.

After validation of results, the CSC said 27 of the 50 agencies rated excellent this year were granted the Citizen’s Satisfaction Center Seal of Excellence.

They are the Department of Foreign Affairs-Clark Satellite Office; Land Transportation Office-Urdaneta Service Office; Bureau of Internal Revenue district offices in Victorias City, Bacolod City, Parañaque City, Catarman in Northern Samar, Gingoog in Misamis Oriental, Las Piñas City, North District Nueva Ecija, Cebu City, Sta. Cruz in Manila; Philippine Health Insurance Corp. (PhilHealth)  Regional Office No. 4B (Batangas City), Puerto Princesa City in Palawan, Marawi City in Lanao del Sur, Santiago City in Isabela, Passi City in Iloilo, Kabankalan in Negros Occidental, Bacolod City; Department of Trade and Industry (DTI)-Tabuk, Kalinga Provincial Office, Region 4A (Calamba City, Laguna), Malolos City in Bulacan, San Fernando City in Pampanga, Siquijor, Bacolod City Provincial Office, Iloilo City, Roxas City, Capiz field office, and Cabanatuan City in Nueva Ecija.

Nine other agencies surveyed in 2011 were granted the seal this year including the DTI Regional Office No. 3; Social Security System-Catanduanes Branch; National Statistics Office-Naga City; the city governments of Gingoog, Misamis Oriental, Lamitan, Basilan, and Mabalacat, Pampanga; the municipal governments of Upi, Maguindanao, Datu Odin Sinsuat, Maguindanao; and Loboc, Bohol.

“These offices represent the bureaucracy’s best in terms of frontline service delivery. They have taken the extra mile to curb red tape and ensure that the public gets their taxes’ worth,” Duque said.

The year 2012 also saw the CSC aggressively pushing for quality, efficient public service, with Duque emphasizing that “we went back to basics, improving government’s first contact point with the public – frontline services. We saw the situation for ourselves, we had to know where the problems lie.”

Apart from conducting the RCS, the CSC chief and other CSC officials made the rounds in hundreds of government offices nationwide through the ARTA Watch.

Based on the latest partial tally, the CSC has visited 464 government offices, surpassing its target of 440 agencies in 2011. The number is expected to grow after all reports have been completed and finalized.

In ARTA Watch, CSC officials make surprise visits to different government offices to check their compliance with the provisions of ARTA. They make the rounds at noon to see if the “No Noon Break” rule is being observed.

Duque said he expects the CSC to achieve more breakthroughs next year, especially as it nears ISO certification.