CEBU, Philippines- Government employees whose agencies failed in the good governance standard for public services are on the verge of losing their productivity enhancement incentives.
The Civil Service Commission has warned government agencies to comply the government requirements on top provisions and overall client satisfaction.
The top provisions include posting of the citizen’s charter; wearing of identification cards; establishing of the public assistance and complaints desks with knowledgeable personnel during break; anti-fixer campaign materials; and compliance of the no noon break policy.
The overall client satisfaction, on the other hand, consists of frontline service providers (courteous and fair); basic facilities and physical offices’ set up (waiting area, restroom, etcetera); and service with a smile.
There are four possible ratings, such as excellent, good, acceptable and failed.
Local government units or agencies that are unable to comply with the requirements are not allowed to grant PEI to employees, said Proline Daclan, chief public assistance division of CSC-7.
Daclan explained that once failed the agency will be provided with technical assistance and other intervention. The agency will also be resurveyed.
“That time they should pass already. But if mahagbong gihapon we will be providing the name of the agency to the national office for disciplinary action,” she said.
She said the result of the assessment is not CSC’s decision but by the transacting public who assessed the government agency.
In getting public’s evaluation, CSC dispatched researchers for three days in different cities and provin-ces in line with the Report Card Survey of the Anti-Red Tape Act of 2007, which is being established to promote transparency and expedition service in the government.
RCS is a mechanism to measure client satisfaction and get feedback on government frontline services.
The service offices subjected to the RCS came from nine agencies most complained of and that need frontline service improvement, based on reports received through the Contact Center ng Bayan of the CSC.
Those who got “excellent” rating, Daclan said, will automatically qualify as candidates for the CSC Seal of Excellence.
However, a tedious process has to be done to confer the seal to “best” agencies.
A two-phase validation will be conducted by CSC, such as table validation (checking the veracity of all entries in the program and the reconciling of records gathered by the researcher and encoded in the database); and cross posting (a procedure of sending evaluators from Region 6 and for reassessment).
If the result of the revaluation is still excellent that is when CSC declares them as outstanding with the CSC Seal of Excellence and monetary award of P100,000.
“Not more on the edge or benefit it’s more on the honor that you are declared by the transacting public as excellent and they believe that you are able to deliver an excellent service to them,” Daclan said.
On September 8, CSC-7 is set to award Seal of Excellence to five government agencies. These include the Land Transportation Office in Siquijor, Government Service Insurance System offices in Bohol and Dumaguete, Pag-ibig in Ayala Cebu City and PhilHealth in Tagbilaran City. (FREEMAN)