ees QD O Republic of the Philippines DEPARTMENT OF TRANSPORTATION \) DEPARTMENT MEMORANDUM CIRCULAR NO. 2019- oa. To ALL UNDERSECRETARIES ALL ASSISTANT SECRETARIES SERVICE DIRECTORS DIVISION CHIEFS This Department HEAD of SECTORAL OFFICES and ATTACHED AGENCIES/CORPORATIONS, From : Atty. ARTEMIO U. TUAZON jr. Head Executive Assistant/Chief of Staff OIC Undersecretary for Administrative Service Subject : ADDITIONAL SUCCESS INDICATORS FOR THE INDIVIDUAL PERFORMANCE COMMITMENT REVIEW Date : 20 MAY 2019 Further to the Memorandum dated 11 April 2019 with regards to the response rate relative to the concerns/complaints received through various DOTr channels which shall be taken into consideration and will form part of the Individual Performance Commitment Review (IPCR) of the corresponding sectoral Undersecretaries, Assistant Secretaries, and all other concerned officials. In order to proper implement the same, you are hereby directed to adopt the attached sample compliance of performance standard measures/success indicators on your submissions of IPCR/OPCR/DPCR. For strict compliance. 2 Atty. ARTEMIO U. TUAZON Jr, PINATUBOS, cr SERGIO OSMERA ST, BRGY. CLARO M.RECTO Pa ‘Tea (632) 7267229 CCARK FREEPORT ZONE, ANGELES ot TauNkune 7903097503400 PAMPANGA, PRLPPINES 2000 Dore ACTON CENTER HOTUNE: 7690* PERFORMANCE STANDARDS Responses to Inquiries/Concerns lodged through Social and Digital Media Platforms 4._ Office Performance Commitment and Review (OPCR) __ Platforms Success Indicators | Peformance |g 4 3 2 1 7. Citizens’ Complaint Hotfine | 100% of complaints received CI%E (e-8888) through Citizens’ Complaint Efficiency | 100% | 99-90% | 89-80% | 79-70% below Hottine (e-8888) responded ae within 3 working days upon Timelines | 3days | 4days | Sdays | 6 days receipt thereof ae 2, Facebook, Viber and Email_| 100% of complaints lodged enon 100% | 98-80% | 85-80% | 79-70% | 69%E Queries through facebook, viber and = below emails responded within 3 7 da working days upon Timelines | 3days | 4days | Sdays | 6days 2 Or receiptinotice thereof. uaa 2. Division Performance Commitment and Review (DPCR) Platforms Success Indicators | Performance | 4 3 2 1 1. Gitizens’ Complaint Hotiine | 100% of replies arising rom | rerciency | 100% | S9-00% | 65-80% | 70-70% | 69%& (e-8888) complaints received through y below Citizens’ Complaint Hotline (e-8888) reviewed and sae submitted to the Director Timelines 2days | 3days | 4days| Sdays ys OF within 2 working days upon eee receipt thereof oe 2. Facebook, Viber and Email | 100% of replies arising from. | carcie 700% | 88-80% | 88-80% | 78-70% | 69%E Queries complaints lodged through Rat below facebook, viber and emails eva upon ouinetcstt Timelines | 2days | 3days | 4days| Sdays | © pad or thereof.Individual Performance Commitment and Review (IPCR) : Performance Platforms, Success Indicators | Ppiormanc 5 4 3 2 1 1. Citizens’ Complaint Hotline (e- 100% of replies arising Efficie 100 % | 99-30 % | 89-80% 79-70% 69% & 8888) from complaints fe below received through Citizens’ Complaint Hotline (e-8888) drafted oy and submitted to the Timelines | 1day | 2days | 3days | 4days lays or Division Chief within 4 ee working days upon receipt thereof 2, Facebook, Viber and Email 100% of replies arising | criciengy | 100% | 99-80% | 69-80% | 79-70% | 6o%R Queries from complaints lodged y below through facebook, viber and emails drafted and ‘submitted to the Timelines | 1day | 2days | 3days | 4days ve i working days upon receiptinotice thereof.