CSIS Handbook For DILG Personnel.

CITIZEN SATISFACTION INDEX SYSTEM
HANDBOOK
FOR DILG
PERSONNEL
VERSION 2021.01
DEPARTMENT OF THE INTERIOR

AND LOCAL GOVERNMENT
Bureau of Local Government Supervision
Local Government Relations Division
No part of this Handbook may be reproduced in any form
for commercial purposes without any written consent from
the Bureau of Local Government Supervision,
Department of the Interior and Local Government,
Quezon City, Philippines.
To verify if this is the latest edition of this Handbook

and for further inquiries, you may send an e-mail to the
CSIS National Team at citizensatisfaction@gmail.com.
Foreword
The successful implementation of the Citizen Satisfaction Index System

relies on the seamless coordination of the following main actors: the
Project Management team, the Regional Focal Persons (RFPs), and the
Local Resource Institutes (LRIs). Relative to this, the PMO developed a
CSIS Implementation Manual for the RFPs and the LRIs to serve as
reference beyond trainings and day-to-day communication among these
personnel. The Manual was updated every year since 2013 to tailor the
enhancements applied in the CSIS tools and project protocols.
In lieu of the discontinuation of the survey implementation in 2020 due
to the circumstances brought about by the COVID-19 pandemic, the
PMO geared its efforts to the modification of the existing reference
materials and development of new promotional materials for the CSIS.
This includes the rebranding of the CSIS Implementation Manual—
previously mainly for LRIs—to the CSIS Handbook for DILG Personnel,
a publication intended for the RFPs as its main readers as it
comprehensively unfolds the level and manner of involvement expected
from each personnel and its significance in all stages of the project. This
exists hand-in-hand with the CSIS Toolkit for LRIs, which is guide
customized to focus on the duties and responsibilities of said party.
This Handbook shall aid the RFPs in fully understanding the CSIS and
its project implementation aspect to ensure efficient coordination with
other stakeholders and prompt action should any issues be
encountered.
Table of Contents
1. INTRODUCTION 1
2. CONCEPTUAL FRAMEWORK 5
2.1. Core Concepts 6
2.2. Service Areas and Indicators 7
2.3. Perception of Corruption 11
2.4. Attitude Toward the Local Government Unit 11
2.5. Recommendations for Improvement 12
3. PROJECT IMPLEMENTATION 13
4. NATIONAL BRIEFING 17
5. SERVICE DELIVERY BASELINE DATA COLLECTION 26
6. TRAINING OF LOCAL RESOURCE INSTITUTES 29
7. DATA GATHERING AND PROCESSING 34
7.1. Data Gathering 36
7.2. Data Processing 39
7.3. Data Analysis 40
8. REPORT PREPARATION AND EVALUATION 44
8.1. Citizen Satisfaction Report 44
8.2. Project Implementation Report 49
8.3. CSIS Outputs Review Process 49
9. FOCUS GROUP DISCUSSION WITH CSOs 58
10. UTILIZATION CONFERENCE 62
11. NATIONAL SUMMIT 72
12. MONITORING AND EVALUATION 75
13. ANNEXES 78
A. Criteria for Selecting Partner Local Resource Institutes 79
B. Template for Memorandum of Agreement 81
C. Template for Service Delivery Baseline Data Collection 86
D. Outline of Citizen Satisfaction Report 87
E. Outline of Project Implementation Report 88
F. Outline of Focus Group Discussion with CSOs Report 89
G. Guidelines in the Facilitation of the Focus Group Discussion 90
within the Utilization Conference
H. Template for the Citizen-driven Priority Action Plan 92
I. Template for Pledge of Commitment 93
FIGURES
Figure 1. CSIS Conceptual Framework 5
Figure 2. CSIS Project Cycle 13
Figure 3. Sampling Methodology 36
Figure 4. Sample Spot Map 37
Figure 5. Sample Kish Grid 37
Figure 6. Sample Randomized Questionnaire Control 38
Figure 7. Preview of Informed Consent Form 38
Figure 8. Preview of LGU Scorecard 39
Figure 9. CSIS Action Grid 42
Figure 10. Sample Inconsistency of Adjectival Ratings 54
CHARTS
Table 1. Concepts of EVLN Framework 11
Table 2. Sample Tranche Payment Format in the MOA 15
Table 3. Criteria of Qualified Respondents 34
Table 4. Sample Margin of Error and Confidence Level 35
Table 5. Formula for Generating Percentage Score 41
Table 6. Conversion of Scores to Adjectival Rating 41
Table 7. Action Grid Quadrants 43
Table 8. Sample Data: Recommendations from the 47
Respondents in Taking Care of the Health
of the Citizens of [LGU].
Table 9. Suggested Program Flow for the UC 63
ONLINE PORTAL USER’S GUIDE

1. CSIS Online Portal 16
2. Creation of User Profile 19
3. Registration of LRI Profile 22
3a. Registration of LRI Profile 22
3b. Registration of PM Account 23
3c. Designation of PM 24
4. Evaluation of CSIS Outputs 52
5. Transmittal of CSIS Outputs 55
6. Uploading of FGD Report 61
7. Encoding of CPAP 67
8. Uploading of UC Photo 71
9. Encoding of CPAP Accomplishment 76
The Department of the Interior and Local Government (DILG)
envisions local government units (LGUs) to be self-reliant,
development-oriented, safe, peaceful, socially protective, business
friendly, environmentally protective, as well as transparent,
accountable, and participative. These challenges inspire the
Department to keep up with the trends in governance and public
management by setting higher standards in performance
management that target fulfilment of actual needs of the citizens.
In achieving the Department’s goal of enhancing LGU capacities to

perform their mandated functions in the context of local autonomy
and decentralization, various performance management tools have
been developed through the years, such as the use of indicators,
benchmarks, and citizens’ opinion polls. The following systems are
currently put into practice by the Bureau of Local Government
Supervision (BLGS) to monitor and assess performance
management of LGUs and aid in ensuring the welfare of the citizens.
One of the performance management

tools developed by the Bureau is the
Local Governance Performance
Management System (LGPMS), a self-
diagnostic and web-based management
tool capable of providing information on
LGU management capacity and state of development. LGMPS
evolved from the previous Local Productivity and Performance
Measurement System (LPPMS) which was designed to determine
how local governments were faring in the delivery of public goods and
services. To capture a richer assessment of LGU performance, the
Department integrated LPPMS and the Local Development Watch
2021 CSIS Handbook 1
(LDW) — a social accountability mechanism that encourages greater
civil society participation in local governance — into a common
framework and database, known in 2002 as LGPMS. The LGPMS is
the primary platform for data gathering for the Department’s
recognition system for good governance, which is the SGLG.
The Seal of Good Local Governance

(SGLG) aims to incentivize LGUs to
continually progress and improve their
performance. Established in 2014, it
originated from the Seal of Good
Housekeeping (SGH) which instituted the
public reporting of budget and expenditure
and measured the financial transparency of LGUs. In its initial phase,
this entails passing the reporting guidelines of the Commission of
Audit and compliance to the Full Disclosure Policy. In 2012, the
Department elevated the standards of local government performance
to reflect emerging global development goals and cover more areas
relative to service delivery.
The financial aspect of SGH evolved into one of the assessment

areas for the now scaled up SGLG which also covers other thematic
areas. LGUs must meet a set criteria to qualify as a SGLG awardee,
which in turn grants LGUs the eligibility to receive more funding from
the national government, such as grants from the Performance
Challenge Fund (PCF) to finance local development initiatives in
furtherance of national government goals and strategic thrusts.
SGLG passers are also allowed access to bank loans and other
funding such as the Assistance to Municipalities, among others.

LGPMS and SGLG have been effective
diagnostic tools in determining the
internal capacity of LGUs and on building
local government integrity and good
performance in various thematic areas.
These accountability mechanisms for
LGUs, however, focused only on their
internal capacities and occasionally on
broad outcome indicators. Beyond these
performance metrics, little was known about the quality of services
delivered by the local governments as assessed by the receiving end,
which are the citizens.
Knowing the level of customer satisfaction becomes critical if we are

to assess the performance of LGUs in the delivery of public goods
and services. As the intended recipients and end-users of public
services, the citizens are deemed in a unique and better position to
determine whether or not these services are delivered according to
their needs and to an extent fulfill their everyday and long-term
human development requirements. Thus, getting their sentiments,
opinions and insights based on their own perception and evaluation
as consumers of local public services is a logical method of shaping
what local governments need to do to ensure welfare of the citizens,
without neglect of statutory requirements expected from them.
This context provides the reason for the development of the Citizen
Satisfaction Index System (CSIS) to serve as a tool for drawing in
applicable information for gauging citizen satisfaction that can be
used for agenda-setting of economic and human development plans
and goals of LGUs.

The CSIS implementation is in consonance with the Department’s
sustained commitment towards widening the spaces for participation
in local governance wherein citizens and civil society organizations
(CSOs) are made capable of exacting accountability from local
authorities on service delivery performance. The CSIS uses a mix of
quantitative and qualitative research methods through face-to-face
interviews with residents randomly sampled from the barangays of
the target LGUs on their awareness, availment, satisfaction, and
gauge on the need-for-action of services across various areas. Data
gathering and interpreting results are performed by research and
academic institutions commissioned by the Department, referred
herein as Local Resource Institutes (LRIs), to ensure non-
partisanship of the exercises. Survey results and findings are then
presented to LGUs, National Government Agencies (NGAs) and
CSOs to aid them in crafting well-informed policies and management
decisions in their mandate of providing basic services to the people.
The nature of CSIS as a citizen-centered performance management

tool is what mainly differentiates it to LGMPS and SGLG, which focus
on assessing the internal capacity of LGUs in performing their
mandates. The CSIS complements other existing systems by serving
as a third-party assessment on the results of self-diagnostic tools
through the sentiments, opinions, and insights of the citizens.
Ultimately, the Department invests in the CSIS to empower citizens
and communities by making them the center of local administration
towards achieving accountable, transparent, participative, and
effective local governance.
The figure below highlights how the concepts and tools used in the
CSIS tie together in providing understanding of citizen satisfaction in
the context of LGU’s performance in the delivery of services.
Figure 1. CSIS Conceptual Framework
The Conceptual Framework defines the scope of concepts used in

measuring citizen satisfaction. At the top are Socio-Demographic
Profile and Housing Profile that provide background about the
respondents. They are not considered as primary results, but they
can facilitate in the interpretation and contextualizing citizen’s
perception. There have been other studies that correlate citizen
satisfaction with citizen socio-economic status, but that is beyond the
scope of the CSIS study. The group below bounded by the dotted line
indicates the different dimensions on how citizens’ perception is
measured, the most relevant ones being the four (4) CSIS core
concepts. Directly below are other concepts that substantiate the
CSIS core concepts to better capture citizens’ perception on the
delivery of services. These concepts compose key results of the CSIS
survey because these are the main information gathered from the
citizens.
On the left of Figure 1 are the seven service areas, heavily sourced
from Section 17 of the Local Government Code of 1991, that will be
assessed by the respondents. These will be customized based on the
actual services provided by the LGU through the Service Delivery
Baseline Data Collection (SDBDC), which will be further discussed in
Chapter 3.2.
2.1. Core Concepts

CSIS is a client/citizen perception-based performance assessment
that measures the respondent’s satisfaction with public services. To
contextualize data, the analysis involves several steps covering the
concepts of awareness, availment, satisfaction and need for
action, which follow a logical consistency.
Awareness refers to the respondent’s

knowledge of the services being offered
by the LGU.
Availment refers to the respondent’s

contact to the LGU through the services
being provided. This may suggest the
demand of public services.
Satisfaction refers to the respondent’s

contentment after availing the services
provided by the LGU. This can also
reflect the fulfilment of expectations with
the services.

Need for Action refers to the
respondent’s assessment on whether or
not a service requires specific and
decisive actions for improvement or
reform. This is paired with satisfaction to provide an additional dimension
that could aid the LGU in having more refine prioritization of services.
These four (4) core concepts follow a logical consistency. Only those
who are aware of the service will be asked with questions regarding
availment. Similarly, only those who have availed of the particular
service will be asked if they are satisfied or not, and if they see or do
not see a need for action for the service. In the previous
implementation, we often wonder WHY some respondents did not
avail, are satisfied or dissatisfied of the services. In this framework,
we try to capture qualitative responses to help us provide more
context and nuance on those responses.
On the service area level, overall satisfaction and need for action is
gathered regardless of their awareness and availment of any of the
service indicators. Overall satisfaction and overall need for action is
manifested along the service area levels and overall local
government service delivery.
2.2. Service Areas and Indicators

Service areas and indicators are heavily sourced from the Local
Government Code of 1991 under Section 17. Several consultations
with LGUs and NGAs were conducted in determining and updating
the different services deemed to be locally implemented. These
various services, which are customized to contextualize the services
that are currently being provided or have been provided by LGUs in
the past 12 months, will serve as the bases of assessment of the
respondents.

What are the LGU service areas being assessed?
2.2.1. HEALTH SERVICES

1. Vaccination for infants/children
2. Pre-natal/post-natal/childbirth services
3. Free general consultations/access to
secondary and/or tertiary health care
4. Free basic medicine or low-cost medicine
program
5. Prevention and management of communicable
and non-communicable diseases
6. Basic dental/oral hygiene
7. Family planning/reproductive health services
2.2.2. SUPPORT TO EDUCATION

1. Provision of medical and/or nutritional
services to school clinics
2. Sports programs and activities
3. Scholarships and other assistance programs
for students
4. Alternative learning system and/or other special education
programs
2.2.3. SOCIAL WELFARE SERVICES

1. Child and youth welfare program
2. Women’s welfare program
3. Persons with disabilities welfare program
4. Older persons/senior citizens program
5. Family and community welfare program
6. Programs for internally displaced persons

2.2.4. GOVERNANCE AND RESPONSE
1. Delivery of frontline services
2. Local government’s response or action on
complaints against an office, official or
personnel of the LGU
3. Mobile LGU services; provision of
city/municipal services to the barangays
4. Conflict and dispute resolution in the
barangays
5. Timely response on peace and order and public safety-related
incidents
6. Traffic management
7. Disaster risk reduction and management
8. Public information services
9. Actions against illegal drugs
2.2.5. PUBLIC WORKS AND INFRASTRUCTURE

1. Barangay roads
2. City/municipal roads and bridges
3. Barangay hall
4. Multipurpose halls or civic centers
5. Public markets and satellite markets
6. Public parks and open spaces
7. Road safety
8. Sports centers and facilities
9. Information and reading center
10. City/municipal government buildings
11. Public cemetery
12. Flood control management system

2.2.6. ENVIRONMENTAL MANAGEMENT
1. Community-based greening projects
2. Air pollution control program
3. Solid waste management
4. Wastewater management
5. Clean-up programs/projects
2.2.7. ECONOMIC AND INVESTMENT PROMOTION

1. Public employment services
2. Regulation and supervision of
businesses
3. Promotion of barangay micro business
enterprises
4. Livelihood programs
5. Ease of doing business
6. Development and maintenance of tourist attractions and facilities
7. Product/brand marketing and promotion of local goods and tourist
attractions
8. Investment promotion activities such as trade fairs, fiestas,
business events and similar events
9. Organization, accreditation, and training of tourism-related
concessions
10. Organization and development of farmers, fishermen and their
cooperatives
11. Access to irrigation facilities or equipment
12. Prevention and control of plant and animal pests and diseases;
fish kills and diseases
13. Distribution of planting/farming/fishing materials and/or equipment
14. Access to facilities that promote agricultural production such as
fish hatcheries and breeding stations
15. Water and soil resource utilization and conservation projects
16. Post-harvest facilities such as crop dryers, slaughterhouses or fish
processing facilities
17. Accessible farm harvest buying/trading stations
18. Enforcement of fishery laws in municipal/city waters

The customized list of service indicators, which now becomes the
LGU Service Delivery Profile, shall be contained in the service
delivery baseline data prepared by the DILG Field Officers.
2.3. Perception of Corruption

Questions relating to citizen’s Perception of Corruption have been
incorporated in the CSIS questionnaire since 2017. Data gathered
from these questions may be utilized for formulating and improving
PPAs aimed to eradicate perceived corrupt practices in the local
government. This underscores the dynamic character of the CSIS in
integrating indicators from several fields or areas that are relevant or
consistent with the thrusts and priorities of the national government.
2.4. Attitude Toward the LGU

Attitudes are hypothesized by studies as behavioral consequences
of satisfaction. The EVLN (Exit-Voice-Loyalty-Neglect) framework in
market research, suggests that peoples’ perception of their
satisfaction can be related to their predispositions on a product or
company. This can be adopted in citizen surveys to describe how
citizens respond to their satisfaction of local public services. (Lyons
& Lowery, 1989).
Table 1. Concepts of EVLN Framework

Contemplating of leaving the LGU and choosing privatized
Exit
alternatives instead of public services
Voice Contacting officials and participating in neighborhood groups
Speaking well of the LGU and supporting the community
Loyalty
through public functions
Passive and non-participative behaviors, and having distrust
Neglect
towards local authorities

This model was used as basis for crafting questions relating to
Citizen’s Attitude Toward the Local Government, which may be
found at Section L of the CSIS questionnaire. Citizens are also asked
whether or not they see the mission and vision statements of the LGU
reflected in how they deliver the services to citizens.
• Exit & Loyalty
o I greatly/barely benefit from the services provided our LGU.
o Taxes and fees collected by the LGU fairly/unfairly reflect the
quality of local programs and services it provides.
o I will/will not recommend to friends from other localities to
transfer their residence in our city/municipality.
o In the next five years, I will choose to stay/leave in my current
city/municipality.
• Neglect & Voice

o I can/cannot declare my complaints about the local government
and its officials without being afraid for my safety.
o Something/nothing good will come out of presenting local
problems and issues to authorities.
o I believe/do not believe that any problem will be solved by the
authorities in our locality.
o Rich or poor, citizens in our place have fair access to services
from the local government.
2.5. Recommendations for Improvement

Recommendations for Improvement are actions or strategies
suggested by the citizens to be taken to improve service delivery and
guide quality of service reform. Reasons for non-availment or
dissatisfaction may be interpreted as a recommendation on how to
improve the delivery of that service. This could also be an information
source on how to scale up or better improve services which were
already deemed to be satisfactory. This part of the framework is very
valuable because those services categorized as low satisfaction but
high need for action may be supplemented with directions that
citizens actually would want their local governments to pursue.
Figure 2. CSIS Project Cycle
The CSIS Project Cycle is composed of nine (9) major processes

that are conducted by personnel from the Bureau of Local
Government Supervision, Regional Offices, and Local Resource
Institutes. Listed below are the key personnel from the institutions
whose involvement in every CSIS project stage shall be discussed in
this Handbook:
Regional Offices
1. Local Government Monitoring and Evaluation Division
(LGMED) Chief
2. LGMED Technical Staff
3. Local Government Capability Development Division
(LGCDD) Technical Staff
4. Field Officers (CLGOO or MLGOO)
Local Resource Institutes

1. Project Manager (PM)
2. Field Supervisor (FS)
3. Data Processor (DP)
Preliminary Activities
Prior to the actual implementation, the DILG personnel shall undergo

the following preparatory tasks:
1. Identification of Target LGUs
The LGMED Chief shall lead in identifying cities and/or

municipalities to be partners for the CSIS implementation. The
basis for the selection of the target LGUs should meet the
minimum criteria set by the PMO as stipulated in the policy
guidelines of the implementing period.
The Regional Offices (ROs) shall closely coordinate with the

Provincial Offices (POs) during this identification stage to ensure that
there are no conflicts or other issues that may affect the CSIS
implementation in the area. The final list of targets shall be submitted
to the PMO upon clearance from the Regional Director (RD).
2. Identification of Partner LRIs
In addition to identifying target LGUs, the LGMED Chief shall

also recommend partner LRIs to the RD, who will both enter
into a Memorandum of Agreement (MOA) for the project.
➔ The partner LRIs should meet the following criteria:
✓ Must be experienced in quantitative research projects;

✓ Must be well-recognized in the target LGU;
✓ Must be in proximity to the target LGU;
✓ Must be able to mobilize the designated CSIS personnel with
corresponding qualifications (Annex A);
✓ Must be willing to comply with project deadlines;
✓ Not operated by the target LGU; and
✓ Preferably, although not compulsory, part of the following listing:

 Local Government Academy’s list of LRIs;
 Association of Schools of Public Administration of
Philippines; and
 Philippine Association of State Universities and
Colleges.
➔ Provisions in the MOA (Annex B) between LRI and RO:
→ How much is the total fund, and how much will be

downloaded to LRI upon completion of conditions?
→ Those conditions being: which stage of the CSIS is
completed or which outputs are submitted?
→ What are the tasks of both parties?
→ When should the CSIS outputs be submitted?
Table 2. Sample Tranche Payment Format in the MOA
% of Total Project
Stage Amount (Php)
Cost
Upon signing of MOA 45% 112,500

Upon submission of first draft of the CS
25% 62,500
Report
Upon submission of FGD report 10% 25,000
Upon presentation of CSIS results during the

20% 50,000
Utilization Conference
Total 100% 250,000
→ That the “DILG RO reserves the right to rescind the MOA in

case the LRI is unable to satisfy any of the key deliverables
stated above” and “Failure by any party to comply with any
provision of this Agreement, shall give rise to the filing of
appropriate administrative, civil and/or criminal cases against
the responsible officers and employees of the erring party”. This
is to exact accountability from the LRI and emphasize that the
DILG shall not be obliged to pay the LRI should the outputs
agreed upon were not delivered or were deemed unsatisfactory.

On behalf of the DILG RO, the MOA shall be signed by the Regional
Director while the LRI President shall sign to represent the institution.
Tasks of the DILG Regional personnel:

1. Regional Director
a. Designate focal persons who will oversee CSIS activities in
the region;
b. Supervise the finalization in the identification of target LGUs
and partner LRIs; and
c. Formalize the partnership with the LRI by
representing the RO in the signing of the MOA.
2. LGMED Chief
a. Identify and recommend partner LGUs and LRIs; and
b. Oversee the signing of MOA between LRI and RO.
3. LGMED Staff, LGCDD Staff, and Field Officers

a. Provide information and documents as requested by the
PMO in preparation for the CSIS implementation.
 CSIS Online Portal
Given the challenges of scalability and streamlined processes

which was previously done manually, the BLGS developed the
CSIS Online Portal, an online electronic system that stores and
processes the data out of the fieldwork activities to facilitate
encoding, processing, organizing, back-checking, visualizing the
CSIS data and generating various thematic online reports. The
portal may be accessed at https://csis.dilg.gov.ph.
Sub-sections on how to accomplish the tasks that require to be

undertaken in the CSIS Portal shall be highlighted hereafter in
this Handbook.

The CSIS National Briefing is conducted to capacitate the DILG
personnel on the administrative and institutional preparations of the
CSIS implementation.
Briefing Participants
➔ In accordance with the new delineation of responsibility of

the CSIS Regional Focal Teams, wherein:
o LGMED is designated as the responsible unit in

managing all performance-management related
programs of the Department, which includes the
CSIS; and
o LGCDD is designated to handle all the capacity
development components of the performance
management-related projects,
➔ The following personnel are directed to attend the National

Briefing:
1. LGMED Chief
- To be fully familiarized with the implementation of
the CSIS and why it is being undertaken by the
Department.
2. LGMED Staff
- To provide assistance to the LGMED Chief in
processing the technical arrangements of the
project and maintain close coordination with the
PMO.
3. LGCDD Staff
- To provide assistance in activities involving
capacity development, specifically in the training of
Field Officers.
Briefing Proper
The CSIS National Briefing is composed of a series of interactive

lectures which aim to elicit appreciation and understanding of their
involvement in the project implementation. These lectures include:
1. Overview of the CSIS

2. Research Methods
3. Analysis of Data
4. Preparation and Evaluation of Reports
5. Presentation of CSIS Results
6. Overview of the CSIS Online Portal
7. CSO/PPPP Implementation Framework
8. Institutional Arrangements
By gaining full understanding and appreciation of the project, these

personnel will have the ability to properly introduce and endorse the
project to stakeholders, most importantly, the partner LGUs. Proper
orientation of the key personnel also ensures seamless coordination
for the completion of the project and generation of highly valuable
data for all concerned parties.
Tasks of the Regional DILG personnel (before/during Briefing):
1. LGMED and LGCDD Staff of Host Region
a. Provide administrative assistance in the conduct of the

program;
b. Arrange the venue, accommodations, meals of participants
and training team and other specifications as required by the
PMO; and
c. Document the proceedings, highlights, and outputs of the
training.

 Creation of User Profile
Task for: LGMED Chief, LGMED Staff, LGCDD Staff, Field

Officer.
Complete Creation of User Profile

1. Check your email account and look for an email with subject
“Regional Focal Person Account Registration on CSIS Portal”.
2. Copy the login account details. Then, go to

https://csis.dilg.gov.ph. and proceed to Login process.
3. Click “Login” located at the upper right corner of the menu bar.

Continuation of Complete Creation of User Profile
4. After being redirected to the login page, enter your registered

email address and password, then click “Login” button.
5. Fill up the form then click “Update and Proceed” button.
6. A dialog box will prompt saying “Are you sure you want to
update the details of this account?”. Click “Yes” to save.

Continuation of Complete Creation of User Profile
7. After updating your account profile, you will be directed to

another form where you can optionally update your current
password. If you want to update your password, fill-up the form
and click “Save” button. Otherwise, click “Skip” button to
proceed to login page.
8. After saving or skipping the update password process, a dialog

box will prompt saying “Account details successfully updated.
Please login to continue”. Click “Proceed to login” button.

 Registration of LRI Profile
Task for: LGMED Staff
A1. Registration of Local Resource Institute (LRI) Profile

In case the LRI Profile has already been registered, skip this
process, and proceed to the Registration of Project Manager (PM)
Account.
1. Click “Task” in the menu bar.
2. On the pending task column, click the “Registration of Local

Resource Institute (LRI) Profile”.
3. You will be directed to a form. Fill out the form, then click “Save
Profile” button once accomplished.

Continuation of Registration of LRI Profile
4. A dialog box will prompt saying “Are you sure you want to save
this data?”. Click “Yes” button to save.
5. A success alert will appear in the dashboard once data is

successfully saved.
A2. Registration of Local Resource Institute (LRI) Profile

Another method through the User Management menu:
1. Click “User Management” in the menu bar, select “LRI Profiles”.
2. Click “Add LRI Profile” Button. You will be directed to the same
form on A1 Step 3. After filling out, do Steps 4 to 5.

B. Registration of Project Manager (PM) Account

If PM Account has already been registered, skip this process and
proceed to Designation of PM process.
2. On the pending task column, click the “Registration new PM

Account” link.
3. You will be directed to a form. Fill out the form, then click the
“Register” button.

Continuation of Registration of PM Account

successfully saved.
C. Designation of Project Manager (PM)

2. On the pending task column, click the “Designate PM” link.
3. You will be directed to a form. Select a project manager name/

email, then click “Submit” button.

successfully saved.

Preparatory Activity
After the National Briefing and prior to the conduct of the activities
discussed in this chapter, it is imperative that the LGCDD staff
shall echo the learnings on CSIS acquired during the National
Briefing to the Field Officers (C/MLGOO) assigned in the target
LGUs. Emphasis should be given on the core concepts of the
CSIS and relevant processes, accomplishing the Service Delivery
Baseline template, encoding and monitoring the Citizen-driven
Priority Action Plan utilizing the CSIS Online Portal.
The Service Delivery Baseline Data Collection (SDBDC) shall be

undertaken to generate background data on the service delivery
profile of LGUs being covered. The CSIS asks questions across
seven service areas and several service indicators—currently 62 in
total—which vary across LGUs nationwide, thus there is a need to
customize the questions to be asked to citizens on the services being
offered by their LGUs in the past 12 months. The SDBD Collection
(Template: Annex C) aims to collect information about:
a) existence of programs/services in line with the CSIS framework;

b) local names of such programs/services;
c) responsible person/office; and
d) other details in line with the qualitative questions present in the
questionnaires.

It is during this stage that the Field Officer assigned in the target
LGU (after being briefed by the LGCDD Staff) presents the CSIS to
the LGU officials and functionaries, and introduce them to the LRI
team that will conduct the data gathering in the area. During SDBDC,
the Field Officer, in close coordination with the LGU and LRI, shall
accomplish the baseline data sheet.
For the questionnaire to be effective

and relevant in measuring the citizen’s
perception of LGU services, the LGU
shall only be evaluated on the services
being provided within the last 12
months. The output of this exercise is
the baseline data sheet, which is the
basis for the survey’s content and which
will then be used by the LRI in designing a customized and if
necessary, translated questionnaire to a local dialect.
Facilitating the introduction of the LRI Team to the local elective and
appointive officials, and if possible, the punong barangays will
stimulate appreciation and enthusiasm towards the project and
assurance over the credibility of the members of the academic
institution conducting the research. This is also an opportunity for the
LRI personnel to raise certain concerns or protocols in the conduct of
the fieldwork like security concerns or schedules of public transport
in certain far-flung barangays.

Steps: Service Delivery Baseline Data Collection (for FOs)
1. Fill out the Service Delivery Baseline Data Collection template

(Annex C) and ensure that the form is complete with the details
needed (local names, responsible person/office, etc.)
2. Provide a copy of the accomplished SDBD form to the LRI and

RO.
3. The LRI shall then customize the list of services in CSIS

Questionnaire, Technical Notes, and other tools.
Tasks of the involved Regional DILG personnel:
1. LGCDD Staff (in preparation for SDBDC)

a. Brief the Field Officer on the key concepts of the CSIS; and
b. Train the Field Officer in conducting the SDBDC.
*During this activity, the LGCDD Staff shall also train the Field
Officer on accomplishment and monitoring of CPAP (p. 77-78).
2. Field Officer
a. Conduct an executive briefing of the CSIS to the Local Chief
Executives and other local functionaries;
b. Introduce the LRI team to LCEs and other local
functionaries;
c. Closely coordinate with the partner LGU in accomplishing
the SDBD sheet; and
d. Provide copies of accomplished SDBD form to LRI and RO.

It is important that the LRIs are capacitated on the various processes
and protocols of CSIS implementation before commencing the
survey. Thus, a series of LRI Cluster Trainings shall be conducted
immediately after the National Briefing, wherein knowledge products
and tools essential for fieldwork are turned over to the LRIs and the
project is discussed in detail.
Training Participants
➔ DILG Regional Officers

o LGMED Chief
o LGMED Staff
➔ Local Resource Institutes
o Project Managers
o Field Supervisors
o Data Processors
Although the training is centered to the LRIs, the presence and

participation of RFPs is necessary so they may provide guidance for
the succeeding activities in the training, and should issues arise
during the survey implementation.
Training Proper
The LRIs shall be oriented on the following topics:

1. Overview of the CSIS
2. Sampling Design
3. Interview Guide
4. Processing and Analyzing of Data
5. Preparation of CSIS Outputs
6.1. Trial Field Coverage (TFC)
o The TFC is a field simulation activity wherein the LRI Field
Supervisor (FS) will conduct a mock survey implementation to
gain first-hand experience in utilizing the CSIS survey tools
before actual data gathering in their partner LGU.
o This helps ensure that the FSs are well-equipped in
conducting the CSIS survey procedures before cascading it to
their field interviewers.
o Participants shall be briefed a day before the conduct of this
activity to assign sample spots and sampling controls.
o The participants will be grouped and assigned to different
barangays, provided that these barangays are nearby for ease
in transportation.
TFC of LRIs in the 2020 South Luzon Cluster Training
TFC Participants
▪ LRI Field Supervisors
▪ LGMED Staff
▪ PMO Staff
▪ Personnel from the DILG host region
Simulation Proper
1) The TFC team shall report to the Punong Barangay
prior to conducting mock survey.
2) After courtesy call, the LRI teams shall proceed to their
pre-assigned sample spots, perform on-site sampling,
and identify respondents.
3) Should there be barangay officials closely assisting the
TFC team, the supervisors (personnel from the PMO
or host region) shall ensure that these officials are out
of earshot of the interview. Supervisors shall also
monitor the interview itself and take note significant
findings for the debriefing.
4) Once interview is done, the FS shall submit the
materials to the supervisors, ensure completeness of
materials, and return back to join the rest of the team.
6.2. CSIS Portal Demonstration

o While the field personnel are conducting mock survey, a
demonstration on how to navigate the CSIS online portal shall
be taught to the remaining LRI personnel.
Portal Demonstration Participants

▪ Project Manager
▪ Data Processor
▪ LGMED Chief
▪ PMO personnel
Demonstration Proper
1) The PM and DP shall be briefed on how to navigate the
CSIS online portal to accomplish the following main
procedures:
a. Registration of Accounts
b. Encoding of Project Timeline
c. Encoding of Pre-fieldwork outputs
d. Submission of CSIS Outputs
e. Generating Evaluation Reports
f. Uploading UC documentation
g. Encoding of CPAP

o Around two hours after the mock survey and portal
demonstration, participants from each region shall regroup
and attend a workshop on how to encode the gathered data
(from the TFC) in the CSIS online portal. Orienting each
personnel on how to properly use the CSIS portal is crucial to
avoid mistakes in data processing and avoid complications in
other portal functions.
o Afterwards, a debriefing on the TFC experience shall take
place to entertain questions and suggestions from the LRIs
and RFPs.

8. CSO/PPPP Implementation Framework
9. Institutional Arrangements
10. Action Planning

o At the end of the training, the LRIs together with the RFPs
shall also identify timelines for the key deliverables of the
fieldwork implementation.
o A filled-out planning form shall be also submitted to BLGS for
monitoring purposes.
Once the LRI personnel who attended the training have already
cascaded the protocols to the other field interviewers designated by
the LRI, they may proceed with data gathering.

Tasks of the Regional DILG personnel:
1. LGMED Chief and Staff

a. Assist in inviting the LRI participants to the LRI Training;
b. Attend the LRI training and provide guidance and monitoring
especially during TFC and Portal Workshop; and
c. Assist the LRIs in identifying timelines for the conduct of
CSIS activities and submission of key deliverables during
the planning sessions.
2. LGMED Staff of Host Regions

a. Provide administrative assistance in the conduct of the
training;
b. Arrange the venue, accommodations, meals of participants
and training team, vehicles for the TFC, and other
specifications as required by the PMO;
c. Introduce the TFC participants to the Punong Barangay
before conduct of the mock survey itself; and
d. Document the proceedings, highlights, and outputs of the
training.
3. LGCDD Staff of Host Regions

a. Assist the LGMED staff in organizing the LRI cluster training;
and
b. Obtain permission from the Punong Barangay of target LGU
for the TFC to facilitate entry of field personnel.

The LRI personnel who attended the CSIS cluster-trainings will
cascade the CSIS fieldwork protocols to their field interviewers. Once
these field interviewers have been equipped with the necessary tools
to effectively carry out the data gathering exercise, they may start
interviewing citizens of the target LGUs. This data gathering stage
pertains to the survey process, which is the most critical part in the
CSIS.
Selecting and interviewing randomly sampled respondents is

entrusted to the LRI Field Supervisors to ensure political neutrality
during data collection. The DILG personnel are only expected to
coordinate with the LRIs with regards to survey requirements prior to
the conduct of the fieldwork.
Table 3. Criteria of Qualified Respondents
150 respondents
18 y/o and Have lived at least 6 Equally distributed
above months in the LGU between male and female
The LRIs are tasked to interview 150 respondents within the timeline
of 2-3 months for data gathering and processing. LRIs will employ the
Multi-stage Probability Sampling method which allows each
citizen, 18 years old and above, equally distributed between male and
female, who have lived at least 6 months in the LGU, to have an equal
chance to be selected as respondent for the survey. Through this
random sampling, citizens with different political inclinations, level of
geographic or social proximity to government presence, occupations
and income strata will have proportionate opportunities of being

represented in the survey. This helps assure local government
officials that there is no bias in the conduct of this survey.
Why 150 respondents?
➔ Most statisticians agree that the minimum sample size to get

any kind of meaningful result for a survey, is 100. The bigger
the sample, the higher chances that the result is precise.
However, considering that the CSIS is a nationwide project,
the Department viewed it most optimal for each target LGU to
have 150 survey respondents.
➔ The sample size of 150 adapts a +/-8 Margin of Error (MoE)

at 95% Confidence Level.
o The MoE pertains to the degree of error or maximum

expected difference that the survey results would fall
between.
o Confidence Level describes how sure we can be that

our results reflect the true percentage of the
population. In market research, margins of error are
calculated generally for a confidence level of 95%,
which this project adopts.
Table 4. Sample Margin of Error and Confidence Level
-8% Actual response (p) +8%

70% < 78% < 86%
Say for example, if 100 random surveys are done, we can

be 70% (p-MoE) to 86% (p+MoE) sure that the total
population would pick the same answer in 95% (CL) of the
surveys.

7.1. Data Gathering
The multi-stage probability sampling ensures that randomization is

applied for every stage of the sampling process. The LRI undertakes
the following general steps in operationalizing the mentioned
sampling methodology:
Figure 3. Sampling Methodology
1) General Population: Obtaining information on municipal/city and

barangay population from the Philippine Statistics Authority.
(https://psa.gov.ph/content/highlights-philippine-population-2015-
census-population)
2) Sample Barangays: Barangays are randomly selected based on

their share of population through sampling with probability
proportional to size.
➔ Since the CSIS in interested in the general population,

barangays with larger shares of the population will have more
spots and respondents allocated to them.
3) Sample Spots: For each barangay, random sample spots are

allocated and starting points are assigned. These sample spots are
infrastructures most commonly seen among cities and
municipalities.
➔ Starting Points:
a) Punong Barangay’s house
b) Any house of worship
c) City/Municipal/barangay hall
d) Hospital, clinic, or health center
e) School
4) Sample Households: From each random starting point, the
interviewers will determine sample households through interval
sampling.
➔ Example: From the barangay health center (starting point), the

interviewer proceeds to sampling respondents after every
household (interval: 1).
Figure 4. Sample Spot Map
5) Sample Respondents: Respondents are randomly selected using

information specified in the Kish Grid. The Kish Grid is a pre-
assigned table of random numbers to select the qualified member
within the household to be interviewed.
Figure 5. Sample Kish Grid

6) Randomized Questionnaire Control: To minimize order bias
during the interview, the field personnel are advised to start with a
service area randomly selected in the questionnaire.
Figure 6. Sample Randomized Questionnaire Control
Once sampling is completed, the field interviewers shall introduce the

project to the respondent. This includes stating the objective of the
interview, assuring that the study is confidential, and stating the
benefits of the interview. In compliance with the Data Privacy Act of
2012, the respondents will be asked to fill out an Informed Consent
Form (Figure 7) before answering the CSIS survey. The field
interviewers are tasked to ensure that all required forms, especially
the CSIS questionnaire, are accomplished before data processing.
Figure 7. Preview of Informed Consent Form

7.2. Data Processing
After data gathering, the LRI Field Supervisor shall validate the data
by backchecking 20% of completed interviews per FI during fieldwork
proper and ensuring the completion and review of FIs after conduct
of survey. Once deemed approved and encoded by the Data
Processor, a second validation can be done electronically through the
CSIS Portal, which can be accessed at https://csis.dilg.gov.ph.
The use of the CSIS Portal to aid in data processing was introduced
in 2018. The online system is designed to eliminate all common
problems of manual systems by automatically validating the inputted
data to avoid inconsistency, promote accuracy, and ensure unified
and standardized format of outputs across different target service
areas. Recent developments have enabled easier and faster
generation of data. The CSIS portal can readily generate Frequency
Distribution Tables included in the LGU Scorecard as shown below.
Figure 8. Preview of LGU Scorecard

The LGU Scorecard enables the data viewers to look at the
generated data in one glance. It contains:
1) Frequency of Yes and No responses (actual and in

percentage) in each core concept of every service indicator.
2) Base number (denominator) of the responses for each core
concept.
3) Cutoff score for each core concept.
4) Corresponding adjectival rating of the Yes responses based
on the cutoff score.
5) Reasons for non-availment, satisfaction, and dissatisfaction.
6) Frequency (actual and in percentage) of the reasons for non-
availment, satisfaction, and dissatisfaction.
7) Frequency (actual and in percentage) of Yes and No
responses for Overall Satisfaction and Overall Need for
Action.
This scorecard shall be used as basis by the LRI in constructing the

report and shall be referred to by the RFPs and BLGS in reviewing
the LRI’s major outputs. The online system, however, only covers
quantitative data processing as of the moment, and qualitative data
excluding those that can be generated in the LGU Scorecard, will still
have to be processed and analyzed by the LRI manually.
7.3. Data Analysis
Once data is processed, the data shall be translated into meaningful

information relevant to the stakeholders in formulating development
interventions for the local government units. The CSIS portal
automatically generates percentage scores and adjectival ratings.
The processed data shall be analyzed by the LRI using the following
strategies:

Generating Percentage Scores
Percentage scores are computed to compare the core concepts

between the different services within one or across service areas.
These will be derived by dividing the number of those who said yes
to the question, to the total number of respondents who answered the
question. Percentage scores for awareness, availment, satisfaction
and need for action are derived for each service area and indicator,
as well as scores on overall satisfaction and overall need for action.
Table 5. Formula for Generating Percentage Score
Score Dividend Base/Divisor Formula

Number of those who N = 150 Aware
Awareness
are aware (all respondents) 150
Number of those who
Number of those who Availed
Availment were aware of the
availed of the service Aware
service
Number of those who
Number of those who Satisfied
Satisfaction have availed of the
are satisfied Availed
service
Number of those who Number of those who Needs
Need for
said service needs have availed of the action
Acton
appropriate action service Availed
Generating Adjectival Ratings
Percentage scores are converted to adjectival ratings to simplify the

prioritization process in the next section of this Handbook.
Categorization is based on passing the test of 50%+MoE. The
portal’s Score Generator also automatically converts scores into their
adjectival ratings.
Table 6. Conversion of Scores to Adjectival Rating
Adjectival Rating Condition

High Score > Cutoff
Low Score < Cutoff

Percentage Cutoff
Yes Formula
Score Score
Awareness 80 80/150 53.33% 58% (<)
Availment 55 55/80 68.75% 61% (>)
Satisfaction 15 15/55 27.27% 63% (<)
Need for Action 37 37/55 67.27% 63% (>)
The adjectival rating is considered High if the percentage score is

equal or more than 50%+MoE; adjectival rating is considered Low if
the percentage score is less than 50%+MoE.
Plotting the Action Grid
The Action Grid is a tool to

prioritize the services
according to their
generated Percentage
Score and Adjectival
Rating. Using the
dimensions of Satisfaction
and Need for Action,
indicators are grouped into
four quadrants that
represent different areas
for prioritization that local
authorities and other
stakeholders can assign to
the services.
Figure 9. CSIS Action Grid
Below is a summary of the General Directions derived from each

Action Grid Quadrant:

Table 7. Action Grid Quadrants
ADJECTIVAL
QUADRANTS RATING GENERAL DIRECTION
CONDITIONS
Sustain positive aspects of services
Continued High Satisfaction, cited by citizens. Fine-tune on specific
Emphasis (I) High Need for Action aspects of service delivery that can still
be improved.
Sustain positive aspects of services

Exceeded High Satisfaction, cited by citizens. Evaluate if other
Expectations (II) Low Need for Action resource commitments can be
refocused.
Secondary Low Satisfaction, Improve without increasing costs, if

Priority (III) Low Need for Action possible.
Pay the greatest attention to service

Opportunities for Low Satisfaction, delivery improvement. Focus resources
Improvement (IV) High Need for Action and efforts to improve citizen
satisfaction.
Once data is processed and analyzed based on the CSIS framework

and analysis tools, reports on the CSIS results and its implications
shall be prepared by the LRI.
Tasks of the Regional DILG personnel:
1. LGMED Staff
a. Provide funding and administrative support to partner LRIs
during the cascading of CSIS fieldwork protocols.
2. Field Officer
a. Introduce the LRI field personnel to the concerned Local
Chief Executives and Punong Barangay before entering the
barangay premises.

Reports are the major final outputs and deliverables of the LRI
relative to the CSIS project cycle. The two major reports expected to
be prepared by the LRIs are the Citizen Satisfaction Report (CS
Report) and the Project Implementation Report (PIR).
8.1. Citizen Satisfaction Report
The CS Report contains the survey results

and analysis that shall serve as the
stakeholders’ basis for agenda-setting.
CS Report Outline
For reference, the complete prescribed
outline for the CS report is found on Annex
D. The minimum parts of the CS Report
are the following:
1. About CSIS
Introduces what the CSIS is, its objective and relevance. Only
the relevant information about the CSIS should be included.
2. Methodology
➔ a. Sampling Procedures: How the sampling methodologies
were employed should be explained comprehensively, but
less technical and easier for the stakeholders to
understand.
b. Fieldwork Highlights: Specific relevant issues or concerns
from FI Diaries and actions taken.

3. About the LGU
a. Basic Information
b. Service Delivery Profile
➔ Source/s where information about the LGU was taken from

should be cited properly. Aside from the service delivery
profile itself, the objective of SDBDC should also be explained.
4. Profile of the Respondents

a. Distribution per barangay
b. Socio-demographic profile
c. Housing profile
➔ This part will give the context behind the results from the
survey. It is important that the information is presented well,
possibly with the use of appropriate charts or visual materials.
5-11. [Service Area]: Detailed Findings

a. [Service Area Indicators]
b. [Rider Questions, if any]
c. Overall Service Area Assessment
i. Comparative Results
ii. Action Grid
iii. Overall Satisfaction Rating
iv. Overall Needs for Action
v. Recommendation from Citizens
➔ [Service Area Indicators]: For every service indicator, the

following topics should be discussed:
a) Awareness
i. Percentage Scores
b) Availment
ii. Reasons for Availment
c) Satisfaction
ii. Reasons for Satisfaction
iii. Reasons for Dissatisfaction
d) Needs for Action
➔ For [Rider Questions]: The results for the rider questions

under a service area (e.g.: Disaster Management under
Governance & Response), if any, should also be presented.
12. Response to COVID-19

a. Support Initiatives from National Government
b. Support Initiatives from Local Government
c. Compliance to National Action Plan Against COVID-19
13. Perception of Corruption

a. Experience with Corruption
b. Common Corruption Practice in the Local Government
c. Experience with Case Processing of Authorities
d. Recommendation from Citizens
➔ This section aims to gauge what the citizens perceive as

corruption practices and how the local government responds
to it. The processing and analysis of this section must be
treated with sensitivity.
14. Citizen’s General Attitude Towards LGU
15. Summary of Findings

a. Comparative Results per Service Area
b. Citizens’ Overall Ratings
16. Conclusions and Recommendations

CS Report Evaluation
The evaluation of reports forms part of the DILG’s responsibility in
ensuring that LGUs are provided with accurate citizen satisfaction
results, especially with respect to their service delivery performances.
Listed below are the quality standards in the evaluation of the CS
Report:
a) Ensure that there is no total deviation of the submitted report

from the prescribed outline.
b) Ensure that data is complete, correct, and consistent. Scores

in the CS Report should reflect those in the LGU Scorecard
and should not be rounded-off.
➔ Example:
Table 8. Sample Data: Recommendations from the Respondents in Taking

Care of the Health of the Citizens of [LGU].
Recommendations Frequency Percentage

1. Cleanliness program 8 5.33
2. Effective information
3 2.00
dissemination
3. Additional health services 50
4. Additional supplies of
34 33.33
medicines and others
5. Availability of doctors and
9 26.67
nurse
6. Regular free checkup 12 6.00
7. Good and quality health
34 8.00
center and hospital
The sum of the values under the frequency column is 139. This data
is incomplete since the total frequency should be 150. It may also
be suggested for the LRI to arrange the Recommendations (and
other qualitative responses) from that with the highest to lowest
frequency, for easier comprehension.

Figure 10. Sample Inconsistency of Adjectival Ratings
The figure above shows inconsistency of Adjectival Ratings as

shown in the table and as described. Make sure that the descriptions
reflect the data as shown in the tables, charts, or other figures.
c) Should ‘small sample’ appear to be the adjectival rating, make

sure that the LRI included an explanation for this in the report.
This should neither be interpreted as high nor low.
d) Ensure that the LRIs were careful in making general

conclusions or comments about relationships between
variables. Claims should be substantiated by data and proper
statistical treatment.
➔ Example: Many writers tend to associate high satisfaction with low

need for action—suggesting that the two variables have a causation
or a correlation even without employing the appropriate statistical
analysis.
e) LGUs should be addressed properly in the report.
➔ Example: ✔ “Municipality of XXX” or “City of XXX” instead of

❌ “XXX LGU”, “LGU XXX”, etc.
f) Ensure that grammar is correct and there are no typographical

errors.

8.2. Project Implementation Report (PIR)
This report entails what the LRI has undertaken in all processes of
the fieldwork to come up with the results. The PIR is submitted to the
BLGS as reference in evaluating the CSIS protocols and procedures
undertaken during the implementation year. The outline for the PIR is
found on Annex E of this Handbook.
8.3. CSIS Outputs Review Process
Once the LRI is done with report preparation, the CS Report and PIR
shall be uploaded in the CSIS Portal for approval of the DILG.
Evaluation of CSIS outputs follow these succeeding stages:
a) First review: LGMED Staff

b) Secondary review: LGMED Chief
c) Final review: BLGS
The ROs will be responsible in ensuring that all the reports, including
all attachments required, are already final, accurate, correct, and
complete. They will ensure that all errors, if any, have already been
addressed before transmitting all reports to BLGS. The evaluation of
outputs follows the general flow below:
LGMED Staff
1. LRI shall upload CS Report and PIR in the CSIS Portal.
2. LGMED Staff shall download the reports and generate the LGU
Scorecard (in the “Reports” menu), which will serve as the only
reference document while reviewing the CS Report.

3. LGMED Staff shall review the reports (refer to page 47).
4.1. “Return CSIS outputs to LRI”: If revision from LRI is needed, LRI
shall generate the Evaluation Report and revise the output
accordingly.
4.2. “Send to LGMED Chief”: If outputs are approved by LGMED

Staff, the LGMED Chief shall be notified on the evaluation of reports
from their level.
LGMED Chief
5. LGMED Chief shall view the summary of evaluation and review

transactions from LGMED Staff.
6. Once reviewed and verified by the LGMED Chief, a Transmittal

Memorandum to BLGS shall be prepared by LGMED Staff, to be
signed by the Regional Director.
7. “Transmit Outputs to BLGS”: Once the memorandum is signed, the

LGMED Chief shall upload its scanned copy to the portal. When this
task is completed, BLGS shall be notified on the evaluation of reports
from their level.
BLGS
8. BLGS shall download the Final CS Report and PIR, LGU

Scorecard and Evaluation Report from the LGMED Staff. The
Transmittal Memo serves as verification that the outputs went
through the proper evaluation process at the regional level.
9. BLGS shall review the reports (refer to page 47).

10.1. If revision from LRI is needed, LRI shall download Evaluation
Report from BLGS and revise accordingly. Revised outputs shall be
submitted directly to BLGS.
10.2. If outputs are approved by BLGS, the CSIS PMO shall prepare
a memorandum to be signed by the BLGS Director for the LRI
granting clearance to conduct the succeeding activity.
11. Once the memorandum is signed by the BLGS Director, the CSIS
PMO shall upload a scanned copy to the portal to notify the respective
RFPs and LRIs through autogenerated email of the system. Once
outputs are finalized, the LRI shall present the reports to the
stakeholders in the next stages of CSIS project cycle.
After evaluation of reports, the remaining stages concerning the

presentation of CSIS results to various stakeholders shall
commence.

 Evaluation of CSIS Outputs
Evaluation of LGMED Staff on CSIS Outputs

2. On the pending task column, click the “Evaluation of LGMED

Staff on CSIS Outputs” link.
3. You will be directed to the evaluation page. Download Citizen

Satisfaction Report and Project Implementation Report files.
3.1. Click “Reports” menu, then select “LGU Scorecard”.

Continuation of Evaluation of LGMED Staff on CSIS Outputs
3.2. You will be directed to the LGU Scorecard, and you

may export the report as excel file.
4. Review each indicator listed. Click the “Review” button.
5. You will be directed to the evaluation page. After reviewing the

data, type your evaluation in the text box under the “Comment
section” and select “Approve” or “Decline” depending on the
action needed. Once done, click the “Post Comment” button.

Continuation of Evaluation of LGMED Staff on CSIS Outputs
6. After the data is successfully saved, a success alert will appear in
the dashboard.
7. Repeat Steps 4 and 5 until all indicators are reviewed.
8. After all the indicators are reviewed, a button labelled

“Send to LGMED Chief” will appear if there is no revision
needed. Otherwise, if there are corrections on the submitted
outputs, a button labelled “Return Outputs to LRI” will appear.
Scenario 1: Outputs are precise and correct (Send to LGMED Chief)
Scenario 2: The submitted outputs are inconsistent with the portal’s data
(Return Outputs to LRI)

 Transmittal of CSIS Outputs
Task for: LGMED Chief
Transmittal of CSIS Outputs by the LGMED Chief

2. On the pending task column, click the “Transmittal of CSIS

Outputs by the LGMED Chief” link.
3. You will be directed the summary table view of the evaluation

comments of the LGMED Staff.
4. Click the “Print Transmittal template” button to print the system

generated transmittal memo.

Continuation of Transmittal of CSIS Outputs by the LGMED
Chief
5. Click “Print”.

Continuation of Transmittal of CSIS Outputs by the LGMED
Chief
6. Below the table, you will see a file uploader tool where
you can attach the scanned transmittal memo signed by the
Regional Director. Click “Choose File” to select the file to be
uploaded, then click the “Transmit Outputs to BLGS” button to
complete the process.
7. After the file is successfully uploaded, a success alert will

appear in the dashboard.

When all reports are deemed final and
approved, an FGD with accredited and
recognized CSOs shall be held. This activity
aims to deepen the impact of CSIS data in local
governance by utilizing the findings as basis in
identifying possible interventions from the
viewpoint of the CSOs that shall compel LGUs to address the
identified gaps in service delivery.
FGD Participants
➔ A civil society organization refers to “a non-state and non-

profit association that works to improve society and human
condition. The basic types of CSOs include non-governmental
organizations, civil organizations, cooperative, social
movement, professional group and business group” as
defined in the DILG MC 2019-72.
➔ The CSOs to be invited shall be determined by matching the

service areas with the profiles of the CSOs. The CSO profile
should comprise of each organization’s area of engagement
(ex: agriculture, education, etc.) and competency areas.
➔ Ideally, the selected CSOs should be a mix of the following to

widen the perspective of discussions:
o CSOs with no previous formal partnership with the LGU
o CSOs who are recognized as constant partners of the
LGU

o Highly organized CSOs
o Grassroots CSOs (local groups of disadvantaged rural or
urban households and individuals often referred to as
“simple” and informal associations)
➔ The LRI is tasked to request the selected CSOs in sending a

representative that is competent to discuss the insights on the
services provided by the LGU. The confirmed participants
shall be composed of people who, altogether, can give
valuable insights on the sectors relating to the CSIS service
areas.
FGD Proper
➔ Through the FGD, the CSOs will be asked on their:

o Thoughts about the results;
o Insights on what can be done by the LGU to respond
to these results; and
o Insights on how their respective CSOs can contribute
to addressing such findings and ultimately cultivate the
culture of constructive engagement.
➔ The participants shall identify concrete steps that their LGU

and organizations can commit to help address the challenges
identified from the analysis of the CSIS results.
➔ Relatedly, the LRI Project Manager shall introduce the Civil

Society Participation Fund (CSPF) to further engage the
CSOs in establishing or strengthening collaborative
partnerships with LGUs. This small grant facility provides an
avenue for CSOs to conceptualize and implement innovative
projects that have the potential to develop into sustainable
long-term solutions for identified local public service delivery
gaps.
➔ After the program proper, an FGD Report shall be written and
submitted by within a week after the activity to the LGMED
Staff, who will then upload the report in the online portal. An
outline of the report can be found in Annex F of this Handbook.
This activity should not be confused with the FGD within the
Utilization Conferences, which entails participation of representatives
from the LGU, NGAs, and DILG. The formulated action plans during
this FGD with CSOs shall be presented during the UC to widen the
perspective of other officials. Action plans already discussed among
the CSOs may be seamlessly integrated in the formulation of the
Citizen-driven Priority Action Plan (CPAP) which is the highlight of the
UC.
Tasks of the involved Regional DILG personnel:
1. Field Officer
a. Provide the LRI a master list of CSOs in the city or
municipality;
b. Inform the concerned LCEs before the conduct of this
activity, as part of courtesy; and
c. Provide administrative assistance to the LRIs before and
during the activity proper.
2. LGMED Staff
a. Upload the FGD report (in PDF file format) to the CSIS
online portal.

 Uploading of FGD Report
Uploading of FGD with CSOs Report

2. On the pending task column, click the “Uploading of FGD

Report” link.
3. You will be directed to the uploading page. Click “Choose File”

to select a file to be uploaded, then click the “Submit Report”
button.
4. After the file is successfully uploaded, a success alert will


Once the FGD report is submitted by the LRI within a week after the
activity, the BLGS shall formally notify the ROs and LRIs through a
Memorandum from the BLGS Director that the Utilization
Conference (UC) may already be conducted. The conduct of the UC
is the major highlight in the CSIS implementation. This is where the
LRIs present the findings of the survey to the various stakeholders –
local elective and appointive officials, department heads, and
representatives from the various sectors.
The Department maintains that it is not enough that we get the

citizen’s feedback. The more important thing is to make them feel,
and to let them know, that we are doing something with the feedback
we gathered. While this activity aims to present and determine the
level of appreciation of stakeholders on the CSIS data, it is also
geared to enable local governments to formulate concrete action
plans in response to the issues raised in the findings of the survey.
UC Participants
➔ Representatives from the LGU
o Mayor
o Vice Mayor
o City/Municipal Sanggunian Members and LnB President
o Department Heads
o Municipal or City Administrator
o Municipal or City Planning and Development Officer
o Municipal Engineer
o Concerned Schools Division Superintendent
o Municipal or City Health Officer
o Municipal or City Agriculturist
o Municipal or City Social Welfare & Development Officer

o Municipal or City Environment & Natural Resources Officer
o Municipal or City Information Officer
o Municipal or City Tourism Officer
➔ Locally-based representatives from CSOs
➔ Locally-based representatives from NGAs
➔ Representatives from DILG (Regional, Provincial, and Field Offices)
UC Proper
Table 9. Suggested Program Flow for the UC
Time Sub-Activity OPR

8:30 AM –
Opening Program Regional Office
9:00 AM
9:00 AM – Message from the
9:15 AM Municipal or City Mayor
9:15 AM – Message from the DILG RD
9:30 AM or Representative
9:30 AM – Message from the LRI President
9:45 AM or Representative
9:45 AM – Introduction and Overview
LGMED Chief/Staff
10:00 AM of the CSIS
10:00 AM – Presentation of the Results
LRI
11:00 AM Ceremonial Turnover of CS Report
11:00 AM – Presentation of the Report
LRI
11:30 AM on FGD with CSOs
Moderator:
11:30 AM –
Open Forum Field Officer
12:00 NN
(MLGOO/CLGOO)
12:00 NN –
Break
1:00 PM
1:00 PM – LGMED Chief/Staff,
FGD on the Results
3:00 PM Field Officer
3:00 PM – LGU Department
Presentation of the FGD Results
3:30 PM Heads
3:30 PM –
CPAP Formulation Field Officer
5:00 PM

To familiarize the stakeholders with the project, the LGMED
Staff shall present an overview of the CSIS before results of the
survey are presented by the LRIs. This overview shall be similar to
how the project was introduced to the DILG Regional Officers during
the National Briefing. To expand the perspectives of local
government officials and functionaries in agenda-setting, the
previously submitted report on FGD with CSOs (discussed in the
previous section) shall also be presented by the LRI.
2. FGD on the CSIS Results

After the presentation of results, the LGMED Chief shall lead
in facilitating the FGD on the CSIS Results along with the LGMED
Staff and Field Officer. Participants shall be divided into smaller
groups (Guidelines: Annex G) and the discussion shall focus on
formulating action points in response to the CSIS results.
After discussion, the LGU Department Heads shall present the

plans agreed upon among their groups. The LGU Department Heads
are entrusted to the task since they are the most capable to discuss
the services under specific service areas in context of their locality.
Action points raised during the FGD on CSIS Results along with those
raised from the previous FGD with CSOs shall all be taken into
consideration as the participants proceed with the formulation or
development of the LGU’s Citizen-driven Priority Action Plan
(CPAP), which shall be facilitated by the DILG Field Officer.
The CPAP mainly contains the LGU’s plans and interventions

on the results of the CSIS. This may be completely new or may be
derived from a previously issued document, which may be modified
to accommodate relevant information generated from the
discussions. Complementary to the CPAP, the stakeholders will sign
a Pledge of Commitment banner that shall serve as the physical form
of agreement to exact accountability from stakeholders on fulfilling
their roles in undertaking the identified strategies in improving the
delivery of local public services.
The DILG Field Officers will encode the accomplished CPAP

to the CSIS online portal and will monitor its Status of
Accomplishment.
➔ Content of the CPAP:

1. Results or Observations on Specific Target
2. Plan of Action
3. Activity
4. Output
5. Implementation Schedule
6. Financial Requirements
7. Responsible Person or Office
8. Reference Plan and/or Budget
9. Means of Verification
Technical Input
The following materials shall be used as tools in managing the
conduct of the activity:
➔ CSIS Overview ➔ Pledge of Commitment

Presentation Template Template (Annex I)
➔ CSIS Results Presentation ➔ Prioritization Guide for the
Outline CPAP Formulation
➔ FGD with CSOs Report ➔ Post-Activity Report
➔ CPAP Template (Annex H) Template
Documentation
As a documentation for this activity, the LGMED Staff is
expected to upload a photo of the UC in the CSIS portal. The
stakeholders and program banner shall be present and visible in the
photo.

Tasks of the involved DILG personnel:
1. LGMED Chief
a. Lead and facilitate the conduct of the UC and the FGD; and
b. Facilitate consultations with the LCE and other stakeholders
of the target city or municipality, before the conduct of the
activity, as may be necessary.
2. LGMED Staff
a. Present the overview of the CSIS;
b. Assist in the facilitation of FGD in the UC;
c. Provide administrative assistance before and during the UC;
and
d. Provide documentation of the activity and upload it in the
CSIS online portal.
3. Field Officer
a. Facilitate the Formulation/Development of the CPAP;
b. Encode the CPAP in the online portal;
c. Assist in the facilitation of FGD in the UC;
d. Provide administrative assistance before and during the UC;
and
e. Take the lead in monitoring the accomplishment of the
CPAP.

 Encoding of CPAP
Task for: Field Officer
Encoding of Citizen Driven Priority Action Plan (CPAP) Targets

1. Click “CPAP” in the menu bar. Then, you will be redirected to a
new web page.
2. Click “Add CPAP Form” button located in the upper right

corner of the screen.
3. A form will pop-out on the screen. Fill up the form then click
“Start CPAP Data Entry”.

Continuation of Encoding of CPAP
4. You will be directed to another web page. To add targets, click

the “Add Item” button located in the upper right corner of your
screen.
5. A form will pop-out. Fill up the form then click “Save Item”
button.

6. Once the items are successfully saved, it will be automatically

added in the list of targets on the table. (Please see illustration
on the next page)
7. Do Steps 4 and 5 until all targets are successfully inputted.
8. After you have successfully encoded all the targets, click “Submit
Plan” button located at the bottom right corner of the screen.
9. In case the browser was accidentally closed while in the process

of encoding, you can still access your previous CPAP form by
doing the following steps:

9.1. Click “CPAP” in the menu bar. Then, you will be redirected to
a new web page.
9.2. On the table list of CPAP forms, click the action button of the
form you want to continue encoding the target.
9.3. After clicking the action button, a menu will pop-out. Click
“Update Targets”, then you will be directed to another web
page.
9.4. Do steps 4 and 5 until all targets are successfully inputted.

 Uploading of UC Photo
Uploading of One (1) Photo from Utilization Conference

2. On the pending task column, click “Uploading of one (1) photo

from UC” link.
3. You will be directed to the uploading page. Click “Choose File”

to select a photo to be uploaded, then click the textbox below
labelled “Actual Date of UC”. Lastly, click the “Upload Photo”
button.
4. After the photo is successfully uploaded, a success alert will


Complementary to the Utilization Conference, a National Summit
among partner LRIs, CSOs and representatives from DILG operating
units shall be organized to discuss aggregated CSIS results at the
national and regional level and prepare for the next implementation
of the project.
This activity aims to achieve the following:

1. Identify possible enhancement or innovation to the
CSO/PPPP framework, project protocols, and materials;
2. For the next CSIS implementation,
a. Pre-identification of target LGUs;
b. Pre-identification of partner LRIs;
c. Pre-planning and budgeting;
d. Assigning host regions for the CSIS National Briefing
and Island Cluster LRI Trainings; and
3. Present results of the TA and/or CSPF engagements.
Summit Participants
➔ The CSIS National Summit shall be attended by the following

personnel:
1) Concerned Service/Bureau Directors, PMO Heads or

representatives from the DILG CO
2) DILG CSIS RFPs: LGMED Chief, and LGMED Technical
Staff or LGCDD Technical Staff
3) LRI Recipients of TA
4) CSO Recipients of CSPF

Summit Proper
A summary of CSIS Results shall be presented to the

participants. The presenters shall provide emphasis on 1) Service
Area results, 2) Overall Satisfaction and Need-for-Action results, 3)
Perception of Corruption results, and 4) Citizen’s General Attitudes.
2. Report on Implementation Status
The status of CSIS implementation across the country shall

be reported especially for the DILG Bureau and Service Directors.
This activity also aims to recall the development of CSIS through the
years and its growing scope and reach of partners. Afterwards,
participants will engage in an open forum on identified gaps and
further development of the CSIS framework, protocols, and materials.
3. CSO/PPPP Framework
Additionally, it is during this program that the other

components of the CSO/PPPP, particularly DILG TA and CSPF, will
be discussed in detail.
Since 2015, the DILG Technical Assistance (TA) Program

for LRIs has been providing small grant facilities to various academic
institutions to further utilize the CSIS results through establishing
partnerships with local stakeholders and formulating ways to improve
local governance. Through this program, the DILG provides
opportunities for LRIs to engage in formulating development plans for
their locality.

Complementary to DILG TA, the Department also provides
small grant facilities to CSOs through the Civil Society Participation
Fund (CSPF) which aims to engage CSOs in local public decision-
making processes, program planning, implementation, and
monitoring and evaluation in partnership with LGUs or other CSOs.
To further highlight the impact of the CSIS results to

communities, testimonials from the LRI recipients of the DILG TA
shall be presented. These testimonials are similar to the
implementation stories shared by previous DILG TA recipients for the
Bigkisan: A Compendium on the DILG TA Program for LRIs.
Bigkisan is spearheaded by the BLGS in collaboration

with the DILG-PACS as a testament to the program’s
success in contributing to the Department’s vision for
an improved local governance. This publication may be
accessed at tinyurl.com/Bigkisan.
4. Presentation of Work Plan
Afterwards, the BLGS shall present the pre-planned CSIS

Timeline, criteria for the next target cities and/or municipalities, pre-
identified host regions for the National Briefing and Cluster LRI
Trainings, and probable partner LRIs for next year’s implementation.
5. Workshop and Finalization of CSIS Plans
This workshop shall highly involve DILG Regional Officers in

preparation for next year’s implementation, especially on timeline and
budget.

The last process of the CSIS involves Monitoring and Evaluation. This
pertains to two aspects:
a) Monitoring of the action plans identified by the LGUs as

integrated into the CPAP.
The Field Officer shall work closely with the LGU/s with
regards to CPAP accomplishment and monitor their progress
in following through with the commitments agreed upon
among stakeholders.
b) As expressed by the LRIs in the Project Implementation

Report, and as discussed by the officials during the National
Summit.
The BLGS shall also perform an evaluation of the project and

integrate these findings in developing policies and processes
for future implementations.
This is to strengthen the DILG’s commitment to better capture the

citizen’s feedback on service-delivery performance and provide
LGUs relevant information to address such gaps through the CSIS.

 Encoding of CPAP Accomplishment
Task for: Field Officer
Encoding of CPAP Accomplishment

1. On the table list of CPAP forms, click the action button of the
form you want to encode/update the accomplishment of the
target.
2. Click “Update Accomplishments”, then you will be directed to

another web page.
3. On the listed items in the table, choose item that you want to
update the status of accomplishment. Then, click the action
button located on the right of the selected item.

Continuation of Encoding of CPAP Accomplishment\
4. A form will pop-out. Fill up the form, then click “Save Update”
button.
5. Once successfully saved, the system will automatically record

the changes made and update the percentage of
accomplishment.
6. Repeat steps 3 and 4 until all accomplishments of the targets are

properly encoded/updated.

Annex A Criteria for Selecting Partner Local Resource Institutes
Annex B Template for Memorandum of Agreement
Annex C Template for Service Delivery Baseline Data Collection
Annex D Outline of Citizen Satisfaction Report
Annex E Outline of Project Implementation Report
Annex F Outline of Focus Group Discussion with CSOs Report
Guidelines in the Facilitation of the Focus Group

Annex G
Discussion within the Utilization Conference
Annex H Template for the Citizen-driven Priority Action Plan
Annex I Template for Pledge of Commitment

ANNEX A
CRITERIA FOR SELECTING PARTNER

LOCAL RESOURCE INSTITUTES
1. Must be experienced in quantitative research projects
2. Must be well-recognized in the target city or municipality.
3. Must be able to mobilize the following personnel with the

corresponding qualifications:
a. Project Manager
i. Has experience in implementing and
overseeing quantitative research projects
ii. Is able to motivate supervisors and field
interviewers
iii. Has knowledge in public administration and/or
community development
iv. Is capable to oversee the entire process of the
report
v. Pays keen attention to details
vi. Possesses Project Management skills (planning,
implementation, and monitoring)
vii. Is attentive to project timelines
b. Field Supervisor
i. Has experience in quantitative research
projects such as surveys
ii. Possesses sufficient reporting skills
iii. Is able to motivate field interviewers
c. Data Processors
i. Have knowledgeable in data processing and
analysis
ii. Have background in quantitative research
projects in social research or similar fields
iii. Have access to Microsoft Excel and SPSS, or
other applications utilized for processing
quantitative data
d. Field Interviewers
i. Must be at least in the second year college
level
ii. Have background in social sciences, nursing,
education, community development, public
administration and similar fields
iii. Have experience with face-to-face survey
research preferred
iv. Willing to interact with people in the target
community
v. Willing to be trained
4. Must be in proximity to the target LGU.
5. Must be willing to comply with project deadlines.
6. Preferably, although not compulsory, part of the following

listings:
a. Local Government Academy’s list of Local Resource
Institutes
b. Association of Schools of Public Administration of the
Philippines (ASPAP)
(http://www.aspap.org.ph/home/membership/aspap-
member-schools.html)
c. Philippine Association of State Universities and
Colleges (http://www.pasuc.org/membership)
7. Not operated by the target city or municipal

government/LGU.

ANNEX B
TEMPLATE FOR MEMORANDUM OF AGREEMENT
MEMORANDUM OF AGREEMENT
KNOW ALL MEN BY THESE PRESENTS:
This Agreement is made and entered into this ____ day of

______ 2021, in ________________ by and between:
The Department of the Interior and Local Government

Regional Office ____ at ________________________________, herein
represented by Regional Director ________________________________;
- and -
The _________________________________, herein after referred

to as a Local Resource Institute, with official address at ____________,
herein represented by ________________________________.
WITNESSETH:
WHEREAS, the Department of the Interior and Local

Government (DILG) is committed to aggressively scale up
interventions towards a governance that values transparency,
accountability, participation and performance;
WHEREAS, the DILG is mandated by law in ensuring the

welfare of the citizens under Section 16 of R.A. No. 7160, otherwise
known as the Local Government Code of 1991 (LGC), and in providing
supervision in areas for improvement in the delivery of basic services
under Section 17 of the LGC;
WHEREAS, the Civil Society Organization/Peoples

Participation Partnership Program (CSO/PPPP), a social accountability

mechanism that will foster a systematic and sustained engagement of
CSOs and citizens in local governance, will be established;
WHEREAS, the Citizen Satisfaction Index System (CSIS) is an

assessment tool for the service delivery performance of local
governments based largely on the knowledge, experience and
perception of the people who are recipients of such services using a
client-oriented approach;
WHEREAS, the DILG Regional Office ___ needs the technical

expertise and manpower in conducting the CSIS in
_______________(LGU)__________________;
WHEREAS, the _________(LRI)__________ is an institution which

extends its expertise on (choose whichever is applicable to the
specialization of the LRI: public administration and governance,
community development or survey research, etc.) and its services to
the public and other stakeholders;
WHEREAS, this Agreement between the DILG Regional Office

___ and the _________(LRI)__________ is for the conduct of the CSIS
which aims to gauge the citizen’s perception on their local
government’s delivery of services, which will aid the LGU on improving
their performance on the said matter;
NOW, THEREFORE, the parties hereto agree to enter into this

Agreement under the following terms and conditions:
DILG Regional Office

1. Coordinate with [LRI] on the CSIS implementation requirements;
2. Provide funding and administrative support during the CSIS
[Regional Cluster] LRI Training to be conducted by the Bureau of
Local Government Supervision (BLGS) on [Date of LRI Cluster
Training] for the project personnel of the [Name of LRI];

3. Request LRIs to assist in communicating the CSIS survey activities
to their students, faculty, and staff;
4. Evaluate the Citizen Satisfaction Report(s), Project Implementation
Report(s) and other final outputs submitted by the [LRI];
5. Endorse to BLGS the FINAL Citizen Satisfaction Report and Project
Implementation Report on behalf of the LRI;
6. Ensure the commitment and cooperation of the [LGU]; and
7. Provide the [LRI] the amount of P250,000.00 (chargeable from the
Civil Society Organizations/Peoples Participation Partnership
Program Fund sub-allotted to the Regional Office for the CSIS
implementation) for its budgetary requirements in conducting the
CSIS and in generating the prescribed reports based on the
fieldwork design to be released on the following payment
schedules:
% of Total Amount
Stage
Project Cost (Php)
Upon signing of MOA 45% 112,500
Upon submission of first draft of the CS
25% 62,500
Report
Upon submission of FGD report 10% 25,000
Upon presentation of CSIS results during
20% 50,000
the Utilization Conference
Total 100% 250,000
[Local Resource Institute]

1. Mobilize a team of qualified personnel (project manager, field
supervisors, and data processor) to attend the CSIS training
conducted by the CSIS National Training Team;
2. Mobilize a team of qualified field interviewers to conduct the data
collection for the CSIS;
3. Translate the questionnaire into the local dialect of the survey
target area (if applicable);

4. Reproduce the fieldwork materials as per approval of BLGS;
5. Conduct data gathering in the target LGU with 150 respondents
including 20% backchecking of successful interviews based on
fieldwork manual provided by the CSIS National Training Team;
6. Process and analyze the data generated from the survey guided
by the data entry CSIS Portal and the by analysis procedures
prescribed in the Manual;
7. Provide custody of completed questionnaires, electronic data and
other fieldwork materials for at least three (3) years following the
end of the implementation of the project;
8. Submit an interim report to the DILG Regional Office as soon as
data gathering activities in the field have been completed;
9. Organize at least one (1) FGD or similar activity with the civil
society organizations (CSOs) who are currently, incoming, or
prospective members of the Local Special Bodies of the
concerned LGU being covered;
10. Cause for the submission of the Report on the Focus Group
Discussion (FGD) with CSOs to the Regional Office not later than
_______;
11. Provide technical assistance in the preparation and conduct of
CSIS Utilization Conference organized by the DILG Regional
Office;
12. Cause for the submission of the Final Citizen Satisfaction Report
and Project Implementation Report not later than _______;
13. Acknowledge that the DILG holds the ownership of the CSIS and
its deliverables; and
14. Acknowledge that a written permission from the BLGS is needed
to use, modify or replicate any part of the CSIS and its
deliverables.
The DILG Regional Office shall reserve the right to rescind this
Agreement in case [LRI] is unable to satisfy any of the key
deliverables stated above. In any case, the DILG shall not be
obliged to pay [LRI] for the succeeding deliverables, which were
not delivered or deemed unsatisfactory to the DILG, based on the
abovementioned payment schedules.
[LRI] shall do its utmost effort to provide the maximum level of

efficiency, but is no way responsible for the delay with regard to its
adherence to the terms and conditions in this Agreement, when
such delays are a direct result of the occurrence of force majeure.
Failure by any party to comply with any provision of this

Agreement, shall give rise to the filing of appropriate
administrative, civil and/or criminal cases against the responsible
officers and employees of the erring party.
Dispute Resolution
Any controversy or claim arising out of or in accordance with

this MOA, or any breach thereof, shall be settled amicably by the
parties in accordance with Republic Act No. 9285 or the Alternative
Dispute Resolution Act of 2004.
Termination of this Agreement
Failure by any party to comply with any provision of this

Agreement, shall give rise to the filing of appropriate
administrative, civil and/or criminal cases against the responsible
officers and employees of the erring party.
Effectivity of this Agreement
This Agreement shall take effect upon signing by the Parties

and shall be in full force and effect until the completion of the CSIS
and its deliverables.

ANNEX C
TEMPLATE FOR SERVICE DELIVERY BASELINE DATA COLLECTION
A B C D E F
Specific PPAs or Office/
Service
Indicator/ Infrastructures. Include Department/ Details/
Provided Service Area
Sub-Indicator Local Names and Quantity Unit Remarks
(Y/N)
(for tangible PPAs) Responsible
Noted by:
Local Chief Executive OR his Duly Authorized Representative

(Signature over Printed Name)

ANNEX D
OUTLINE OF CITIZEN SATISFACTION REPORT
1. About CSIS
2. Methodology
3. About the LGU

a. Basic Information
b. Fieldwork Highlights
4. Profile of the Respondents

a. Distribution per barangay
b. Socio-demographic Profile
c. Housing Profile
5. Service Area: Detailed Findings (applies to all Service Areas)

a. Service Area Indicators (elaborate each Indicator)
b. Overall Service Area Assessment
i. Comparative Results
ii. Action Grid
iii. Overall Satisfaction Rating
iv. Overall Need for Action
v. Recommendations from Citizens
6. Perception of Corruption
a. Experience with Corruption
b. Common Corruption Practices in the Local Government
c. Experience with Case Processing of Authorities
d. Recommendations from Citizens
7. Citizen’s General Attitude Towards Local Government Unit
8. Summary of Findings
a. Comparative Results per Service Area
b. Citizens’ Overall Ratings
9. Conclusions and Recommendations

ANNEX E
OUTLINE OF PROJECT IMPLEMENTATION REPORT

ANNEX F
OUTLINE OF FGD WITH CSOs REPORT
1. Overview
2. Description of the participants and the group

arrangement
3. Summary of themes during the discussion divided by

service area:
a. Results cited by research participants
b. Challenges on the quality of municipal service delivery
c. Solutions posed to address challenges (general
policies and/or policy instruments)
i. Solutions to be taken by the LGUs
ii. Solutions/commitments to be taken by CSOs
4. Evaluation and Recommendations on the Conduct of this

FGD
5. Attachments
a. Names of the participants and their organizations
(request consent)
b. Names of moderators, presenters and observers
6. Transcript for each FGD group

ANNEX G
GUIDELINES IN THE FACILITATION OF THE FOCUS GROUP

DISCUSSION WITHIN THE UTILIZATION CONFERENCE
A. Focus Group Assignment
In order to provide more depth of opinions, limiting a maximum of

12 participants for each group is deemed proper. Assignments are scalable
as indicated below:
Total No. of No. of

Topic Assignment
Participants Groups
12 and below 1 All Service Areas
1. Health 5. Public Works and
2. Support to Education Infrastructure
3. Social Welfare 6. Environmental
13-24 2 4. Governance and Management
Response 7. Economic and
Investment
Promotion
1. Health 4. Govern- 6. Environ-
2. Support to nance and mental
Education Response Manage-
3. Social 5. Public ment
24-30 3
Welfare Works and 7. Economic
Infra- and
structure Investment
Promotion
B. Conducting the FGD Proper
1. Start with the opening spiel:

We are pleased to have you as our resource persons for this
activity. For this group, we will cover [assigned service areas].
2. Introduce yourself as the facilitator and ask the participants to also do

so after.
3. Read the guide questions below. Should the participants ever divert
from the main topic, steer the discussion back with the probing
questions provided.

Main Question Probing Questions
1. Which results have sparked your
interest?
2. How do you feel about the feedback
1. What are your thoughts about the given by the citizens?
results? 3. Based on the results, how do you
describe or explain the state of service
provision of basic services in the
municipality?
1. How can the LGU address the
2. What can be done to respond to findings suggested by the CSIS?
these results? 2. If you were the local authorities, how
would you act on the said results?
1. What are the initiatives already in
place in line with addressing the
3. How can the partner
identified service delivery gaps?
institutions/organizations (CSO/NGA)
2. How can it be assured that the LGU
contribute in addressing such findings?
and other stakeholders follow through
with the proposed action points?
4. Moderate people who appear to be dominating in discussions and

encourage those with the least participation.
5. End with closing spiel:

We have almost covered everything for this discussion. Do you
have anything you want to share that has not been discussed yet
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ANNEX H
TEMPLATE FOR THE CITIZEN-DRIVEN PRIORITY ACTION PLAN
Results/
Responsible Reference
Observation in a Plan of Implementation Financial Means of
No. Activity Output Person/ Plan/
Specific Service Action Schedule Requirements Verification
Office Budget
Target Area
Appearance when Encoding in the Portal 2021 CSIS Handbook 92

ANNEX I
TEMPLATE FOR PLEDGE OF COMMITMENT
We hereby commit ourselves to support the implementation of the

Citizen-driven Priority Action Plan (CPAP) as a way to address issues and
concern, gaps and challenges identified through the Citizen Satisfaction
Index System (CSIS) with the aim of enhancing local government service
delivery performance towards highest level of citizen’s general satisfaction.
For the Local Government Unit (LGU):

✓ Ensure the implementation of the identified interventions;
✓ Conduct evaluation of the CPAP; and
✓ Submit accomplishment report to the DILG.
For the Civil Society Organizations (CSOs):

✓ Extend full support in accomplishing the identified interventions
through information and education campaigns.
For the Department of the Interior and Local Government (DILG):

✓ Provide technical support to the LGU in pursuit of the CPAP; and
✓ Be in-charge of over-all tracking and monitoring of the
accomplishments of these interventions.
Done this ___day of ____ during the Utilization conference at the

Conference Hall of the Municipality of _________, Province of _______.
_____________________ _____________________ _____________________

Local Chief Executive DILG Field Officer CSO Representative

(02) 8876-3454 loc. 4206 or 4213
BLGS-LGRD HOTLINE NUMBERS
citizensatisfaction@gmail.com
CSIS EMAIL ADDRESS
25F DILG-NAPOLCOM Center
EDSA corner Quezon Avenue
Western Triangle, Quezon City
OFFICE ADDRESS
csis.dilg.gov.ph

CSIS Handbook For DILG Personnel.

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CITIZEN SATISFACTION INDEX SYSTEM

DEPARTMENT OF THE INTERIOR

To verify if this is the latest edition of this Handbook

The successful implementation of the Citizen Satisfaction Index System

ONLINE PORTAL USER’S GUIDE

In achieving the Department’s goal of enhancing LGU capacities to

One of the performance management

The Seal of Good Local Governance

The financial aspect of SGH evolved into one of the assessment

2021 CSIS Handbook 2

Knowing the level of customer satisfaction becomes critical if we are

2021 CSIS Handbook 3

The nature of CSIS as a citizen-centered performance management

Figure 1. CSIS Conceptual Framework

The Conceptual Framework defines the scope of concepts used in

2.1. Core Concepts

Awareness refers to the respondent’s

Availment refers to the respondent’s

Satisfaction refers to the respondent’s

2021 CSIS Handbook 6

2.2. Service Areas and Indicators

2021 CSIS Handbook 7

2.2.1. HEALTH SERVICES

2.2.2. SUPPORT TO EDUCATION

2.2.3. SOCIAL WELFARE SERVICES

2021 CSIS Handbook 8

2.2.5. PUBLIC WORKS AND INFRASTRUCTURE

2021 CSIS Handbook 9

2.2.7. ECONOMIC AND INVESTMENT PROMOTION

2021 CSIS Handbook 10

2.3. Perception of Corruption

2.4. Attitude Toward the LGU

Table 1. Concepts of EVLN Framework

2021 CSIS Handbook 11

• Neglect & Voice

2.5. Recommendations for Improvement

The CSIS Project Cycle is composed of nine (9) major processes

Local Resource Institutes

Prior to the actual implementation, the DILG personnel shall undergo

1. Identification of Target LGUs

The LGMED Chief shall lead in identifying cities and/or

The Regional Offices (ROs) shall closely coordinate with the

2. Identification of Partner LRIs

In addition to identifying target LGUs, the LGMED Chief shall

➔ The partner LRIs should meet the following criteria:

✓ Must be experienced in quantitative research projects;

2021 CSIS Handbook 14

➔ Provisions in the MOA (Annex B) between LRI and RO:

→ How much is the total fund, and how much will be

Table 2. Sample Tranche Payment Format in the MOA

Upon signing of MOA 45% 112,500

Upon presentation of CSIS results during the

Total 100% 250,000

→ That the “DILG RO reserves the right to rescind the MOA in

2021 CSIS Handbook 15

Tasks of the DILG Regional personnel:

3. LGMED Staff, LGCDD Staff, and Field Officers

 CSIS Online Portal

Given the challenges of scalability and streamlined processes

Sub-sections on how to accomplish the tasks that require to be

2021 CSIS Handbook 16

➔ In accordance with the new delineation of responsibility of