The Civil Service Commission (CSC) urged government agencies
nationwide to focus on continuous streamlining and improvement of frontline
service delivery, following the release of Report Card Survey (RCS) results for
the first half of 2015 where majority of surveyed frontline service offices
were rated as “Good”.
As of June 30 this year, 63.10% or 460 out of 729 surveyed frontline service offices nationwide obtained a numerical score between 80 and 89.99 equivalent to a Good rating.
Some 226 offices (31%) received an Excellent rating; six offices (0.82%) got Outstanding; 30 offices (4.12%) were Acceptable; and seven offices (0.96%) incurred a Failed rating.
The service offices subjected to the RCS came from 10 agencies, namely, Land Transportation Office (LTO), Bureau of Internal Revenue (BIR), Government Service Insurance System (GSIS), Social Security System (SSS), Professional Regulation Commission (PRC), Land Registration Authority (LRA), Home Development Mutual Fund (HDMF), Philippine Statistics Authority-National Statistics Office (PSA-NSO), Philippine Health Insurance Corporation (Philhealth), and Land Bank of the Philippines (LBP).
The RCS provides a quantitative measure of client perceptions on the quality, efficiency, and adequacy of public services. The CSC runs the survey as the lead implementer of Republic Act No. 9485 or the Anti-Red Tape Act of 2007 (ARTA).
“It is not enough to just tick all the boxes. Our aim should be total client satisfaction, not just basic compliance with the provisions of the law,” said CSC Acting Chairperson Robert S. Martinez.
The RCS criteria is composed of Core Area 1 or Compliance with ARTA Provisions, and Core Area 2 or Overall Client Satisfaction.
Under Core Area 1, the CSC checks if the service office has a Citizen’s Charter that contains detailed commitments on transaction steps, cost, and time. It also checks if anti-fixing measures are implemented, if frontline staff wear identification cards, if there are no hidden transaction costs, if there is a functional Public Assistance and Complaints Desk, and if the No Noon Break policy is observed.
Under Core Area 2, the CSC looks into the effectiveness of frontline service providers, service quality (overall transaction time and outcome), physical setup of the office, availability of basic facilities for pregnant women, senior citizens and persons with disability, as well as client feedback or satisfaction.
As of June 30 this year, 63.10% or 460 out of 729 surveyed frontline service offices nationwide obtained a numerical score between 80 and 89.99 equivalent to a Good rating.
Some 226 offices (31%) received an Excellent rating; six offices (0.82%) got Outstanding; 30 offices (4.12%) were Acceptable; and seven offices (0.96%) incurred a Failed rating.
The service offices subjected to the RCS came from 10 agencies, namely, Land Transportation Office (LTO), Bureau of Internal Revenue (BIR), Government Service Insurance System (GSIS), Social Security System (SSS), Professional Regulation Commission (PRC), Land Registration Authority (LRA), Home Development Mutual Fund (HDMF), Philippine Statistics Authority-National Statistics Office (PSA-NSO), Philippine Health Insurance Corporation (Philhealth), and Land Bank of the Philippines (LBP).
The RCS provides a quantitative measure of client perceptions on the quality, efficiency, and adequacy of public services. The CSC runs the survey as the lead implementer of Republic Act No. 9485 or the Anti-Red Tape Act of 2007 (ARTA).
“It is not enough to just tick all the boxes. Our aim should be total client satisfaction, not just basic compliance with the provisions of the law,” said CSC Acting Chairperson Robert S. Martinez.
The RCS criteria is composed of Core Area 1 or Compliance with ARTA Provisions, and Core Area 2 or Overall Client Satisfaction.
Under Core Area 1, the CSC checks if the service office has a Citizen’s Charter that contains detailed commitments on transaction steps, cost, and time. It also checks if anti-fixing measures are implemented, if frontline staff wear identification cards, if there are no hidden transaction costs, if there is a functional Public Assistance and Complaints Desk, and if the No Noon Break policy is observed.
Under Core Area 2, the CSC looks into the effectiveness of frontline service providers, service quality (overall transaction time and outcome), physical setup of the office, availability of basic facilities for pregnant women, senior citizens and persons with disability, as well as client feedback or satisfaction.
Service offices which obtain a score of 90 to
100 with no failed/delinquent rating in any sub-area are rated Excellent. Those
with scores of 90 to 100 but have a failing mark in any sub-area are rated
Outstanding. Scores of 80 to 89.99 are rated Good; 70 to 79.99 are Acceptable;
and 69.99 and below are Failed. Offices that fail in any of the two core areas,
regardless of the final numerical rating, also incur a Failed rating.
All surveyed agencies had a full passing rate with all of their service offices obtaining scores not lower than 70, except for BIR with three Failed offices out of 119 surveyed, and LTO with four Failed offices out of 226 surveyed.
GSIS and Philhealth had the highest proportion of offices that got Excellent rating, numbering 39 out of 47 surveyed offices (82.98%) for GSIS, and 41 out of 60 surveyed offices (68.33%) for Philhealth. (CSC)
All surveyed agencies had a full passing rate with all of their service offices obtaining scores not lower than 70, except for BIR with three Failed offices out of 119 surveyed, and LTO with four Failed offices out of 226 surveyed.
GSIS and Philhealth had the highest proportion of offices that got Excellent rating, numbering 39 out of 47 surveyed offices (82.98%) for GSIS, and 41 out of 60 surveyed offices (68.33%) for Philhealth. (CSC)
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