Earlier, President Gloria Macapagal-Arroyo also expressed a need to train front-line personnel of government agencies to improve customer service. She has ordered the creation of "charm schools" where rude government officials could learn good manners and the right way of doing public service.
The systems and procedures by which an organization is directed and controlled reflect its level of professionalism and managerial competence. The contribution of each operational unit is the essential basis for any organizational strategy. Thus, it is important for each agency and office to contribute as meaningfully and efficiently in order for our government to dispense better and more efficient service to the people. This begins with values and attitudes coupled with skills. This results to competence. Promoting the basic values of courtesy and respect and creating the environment for such is an effective way of instituting meaningful change in any organization.
The GSIS is a government-owned and controlled corporation servicing 1.4 million active members to date.
The GSIS Commitment to Courtesy Program was implemented at the GSIS in 2005. Posters are strategically mounted in the entrance of all elevators with the following statement: "Courtesy is the rule in this organization. Report any act of discourtesy direct to the President and General Manager." The same rule was articulated by Executive Secretary Eduardo R. Ermita in his recent Memorandum Circular No. 96.
These programs and circulars effectively resuscitate Civil Service Commission’s "Mamamayan Muna. Hind Mamaya Na" launched under former President Fidel Ramos way back 1994 as a courtesy campaign which aimed to institutionalize courteous behavior by government employees, and establish a culture of fast, courteous and efficient service to clients. Although the commendable program comes with a client feedback mechanism, the success of the program cannot be meaningfully measured due to changes in government offices and unsustained interest and decreased vigor for the campaign.
Raising our standards and benchmarking against excellence in all levels will certainly impact on a better Philippine Government as it competes in the global arena.
Courtesy costs nothing. On the other hand, the lack of courtesy and annoying red tape may cause us to lose important investments for our government.