CSIS Toolkit For LRIs.

CITIZEN
SATISFACTION
INDEX SYSTEM
TOOLKIT FOR
LOCAL
RESOURCE
INSTITUTES
VERSION 2021.01
DEPARTMENT OF THE INTERIOR AND

LOCAL GOVERNMENT
Bureau of Local Government Supervision
Local Government Relations Division
No part of this Toolkit 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 Toolkit and for further inquiries, you may send an
e-mail to the CSIS National Team at citizensatisfaction@gmail.com.
Table of Contents
1. INTRODUCTION 1
2. CONCEPTUAL FRAMEWORK 3
2.1. Service Areas and Service Indicators 4
2.1.1. Health Services 4
2.1.2. Support to Education 4
2.1.3. Social Welfare Services 4
2.1.4. Governance and Response 4
2.1.5. Public Works and Infrastructure 5
2.1.6. Environmental Management 5
2.1.7. Economic and Investment Promotion 5
2.2. CSIS Core Concepts 6
2.3. Reasons for Non-Availment and Satisfaction/Dissatisfaction 7
2.4. Socio-Demographic and Housing Profile 8
2.5. Perception of Corruption 9
2.6. Attitudes Toward the LGU 9
2.7. Overall Satisfaction 10
2.8. Overall Need for Action 11
2.9. Recommendations for Improvement 11
3. PROJECT MANAGEMENT 12
3.1. Project Cycle 12
3.2. The LRI Team 14
3.2.1. The Project Manager (PM) 14
3.2.2. The Field Supervisor (FS) 15
3.2.3. The Field Interviewer (FI) 16
3.2.4. The Data Processor (DP) 17
3.3. Translation of the Questionnaire 17
3.4. LGU Service Delivery Baseline Data 18

4. MULTI-STAGE PROBABILITY SAMPLING 20
4.1. Probability Sampling Proportional to Size 20
4.1.1. Generating Sample Spots 21
4.2. Sampling BEFORE Field Coverage 22
4.3. Sampling DURING Field Coverage 23
4.3.1. Dispatching 23
4.3.2. Interviewing 26
4.3.3. Replacement 27
4.3.4. Callbacks 28
4.3.5. Substitutions 28
5. INTERVIEWING PROCEDURES 30
5.1. Before Leaving for Area Coverage 30
5.2. Upon Arrival at an Area before Interviewing 30
5.3. Introducing Yourself to the Respondent 31
5.4. Informed Consent Form 31
5.5. Socio-Demographic Page 31
5.6. Probability Respondent Table / Kish Grid 32
5.6.1. Six-Month Residency Requirement for PRs 32
5.6.2. Eighteen (18) and Above Age Requirement 32
5.7. Interview Proper 33
5.7.1. After Interviewing 35
5.7.2. After Area Coverage 35
5.8. Data Editing 35
5.8.1. Control Pages 36
5.8.2. Probability Respondent Table/Kish Grid 36
5.8.3. Back Checking 37
6. DATA PROCESSING 37
6.1. Coding 37
6.1.1. Adding New Codes 38
6.1.2. Standard Codes 38

6.2. Encoding / Data Entry 38
6.3. Generating Frequency Distribution Tables 39
6.4. Processing Qualitative Responses 39
7. ANALYSIS PLAN AND PROCEDURE 40
7.1. Percentage Scores 40
7.1.1. Percentage Scores for Service Indicators 40
7.1.2. Overall Service Area Percentage Scores 40
7.1.3. Citizen’s Overall Satisfaction and Need for Action Percentage 41
Score
7.2. Adjectival Ratings 41
7.3. Action Grid 42
7.3.1. Continued Emphasis 43
7.3.2. Exceeded Expectations 43
7.3.3. Secondary Priority 43
7.3.4. Opportunities for Improvement 43
7.4. Analysis and Discussion of Processed Qualitative Data 44
8. REPORT PREPARATION AND EVALUATION 45
8.1. Citizen Satisfaction Report Preparation 45
8.1.1. Outline 45
8.1.2. Service Indicator Discussion 49
8.1.3. General Guidelines 49
8.2. Project Implementation Report Preparation 50
8.2.1. Attachments 50
8.3. CS Report and PIR Completion and Evaluation
9. FOCUS GROUP DISCUSSION WITH CSOs 51
9.1. Objectives 51
9.2. Participants 51
9.2. Output Specifications 52

10. UTILIZATION CONFERENCE 53
10.1. Objectives 53
10.3. Technical Input 54
10.4. Roles of the DILG and the LRI 54
11. NATIONAL SUMMIT 56
11.1. Objectives 56
11.3. Program Flow 56
12. ANNEXES 57
A. Spot Allocation for LGUs with more than 30 barangays 58
B. Spot Allocation for LGUs with 30 or less barangays 60
C. Assigning Spot Numbers per selected barangay 61
D. SP-RS and FI Control 62
E. Spot Map With Details 63
F. Spot Map Without Details 63
G. Expanding the Coverage Area 64
H. Randomized Control for Household Number and Service Area 65
I. Sample Call Sheet (After Area Coverage) 67
J. Fieldwork Diary 67
K. Project Implementation Report 68
L. Service Delivery Baseline Data Template 70
M. Informed Consent Form 75
N. Questionnaire 76
O. Technical Notes 109
P. Online Portal User’s Guide 117

FIGURES
Figure 1. CSIS Conceptual Framework 3
Figure 2. Service Indicator Relationship between Awareness, Availment, 6
Satisfaction and Need for Action
Figure 3. Flowchart of Core Concepts and “Reasons” Questions 8
Figure 4. Socio-Demographic and Housing Profile Indicators 8
Figure 5. The CSIS Project Cycle 12
Figure 6. Functional Chart of an LRI Team 14
Figure 7. LGU Service Delivery Baseline Data Collection and Utilization 18
Process
Figure 8. The Action Grid 42
CHARTS
Table 1. Reference on Questions on Qualitative Data (Reasons) in the 7
Questionnaire
Table 2. EVLN Concepts and Key Statements 9
Table 3. Summary of CSIS Questions by Category 34
Table 4. Guide on CSIS Standard Codes 38
Table 5. Derivation of Percentage Scores per Core Concept for Service 40
Indicators
Table 6. Adjectival Ratings for the Percentage Scores and their Score 41
Cut-offs and Interpretations
Table 7. Summary of the Action Grid Quadrant’s General Directions 44
Table 8. Suggest Program Flow for UC 54

1. INTRODUCTION
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 local government sector of the DILG 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.
Consistent with the tenets of local autonomy and decentralization, the Local Government Code
of 1991 devolves the provision for the delivery of basic services and facilities from the National
Government to the provinces, cities, municipalities and barangays so that each LGU shall be
responsible for a minimum set of services and facilities in accordance with established national
policies, guidelines and standards. Section 16 of the same law states that:
Every local government unit shall exercise the powers expressly granted, those
necessarily implied there from, as well as powers necessary, appropriate, or
incidental for its efficient and effective governance, and those which are essential
to the promotion of the general welfare. Within their respective territorial
jurisdictions, local government units shall ensure and support, among other
things, the preservation and enrichment of culture, promote health and safety,
enhance the right of the people to a balanced ecology, encourage and support
the development of appropriate and self-reliant scientific and technological
capabilities, improve public morals, enhance economic prosperity and social
justice, promote full employment among their residents, maintain peace and
order, and preserve the comfort and convenience of their inhabitants.
This describes the potent and central role of local governments in propelling and ushering in
local economic and social development in the communities. If citizens are able to avail and
maximize services that promote basic human development conditions, they are more likely to
participate in economic and civil life.
This Department has been developing and utilizing performance management tools for LGUs
as early as the 1980s. The Local Governance Performance Management System (LGPMS)
and Seal of Good Local Governance (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, compliance to public policies and statutory
requirements and occasionally on broad outcome indicators. Beyond these performance
metrics, little was known about the quality of services delivered by the local governments.
If we want to completely adapt the framework for performance orientation, 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. It is only reasonable that the clients’ or the citizens’
perspective should also be part of the equation in so far as local government performance is
concerned. As the intended recipients and end-users of public services, the citizens are
deemed in a 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.
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This context provides the reason for the interest of this Department to develop and implement
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 revival of the CSIS was in the context
of the DILG’s renewed and expanded commitment towards widening the spaces for
participation in local governance to ultimately pave ways to the development of a more
transparent, accountable and highly performing local governments. The Department invests
in the CSIS to empower citizens and communities by making them the center of governance
and local administration towards achieving equitable, sustainable and inclusive local
development.
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. The CSIS
employs Multi-stage Probability Sampling (see Chapter 4) in order to ensure that every
citizen is given an equal chance to be selected as a participant in the study with no preference
for any particular socio-demographic characteristic, political and ideological orientation or
religious belief. The CSIS will be implemented annually in pre-selected cities and
municipalities targeted by the DILG Regional Offices. To ensure the non-partisanship in this
exercise, Local Resource Institutes (LRIs) are commissioned by the Department as partners
in gathering data and interpreting results for development and research purposes.
The CSIS data have a number of potential uses for many stakeholders pursuing valuable
contribution in local and national socio-economic development. The CSIS data provide the
stakeholders, most importantly the LGUs, basis for crafting well-informed policies and
management decisions in their mandate of providing basic services to the people. LGUs may
benefit from the CSIS by capturing the pulse of the people towards achieving responsiveness
to wider parts of the population. The data can help them strengthen their decisions on policies
and programs that focus on services deemed to be areas for development and those that
strongly drive citizen satisfaction.
With a knowledge base citizen-driven assessment of basic services, the DILG, for example,
can provide more well-informed oversight supervision and technical-administrative support to
the LGUs. National Government Agencies (NGAs) and the legislature may also target specific
service areas deemed weak or need complementation from national programs. Civil Society
Organizations (CSOs) may also gain insights on which service areas they can refocus their
efforts on for complementation in the delivery of basic services. The CSIS data can also be a
starting point also for academic institutions in providing research, learning and extension
services.
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2. CONCEPTUAL FRAMEWORK
This chapter highlights the concepts of citizen satisfaction as understood in the context of local
government service delivery performance assessment. It is important to take a look at the
concepts first in order to understand why certain information are being collected, processed,
and analyzed at the latter parts of this Toolkit.
Figure 1. CSIS Conceptual Framework
The conceptual framework above defines the scope of concepts used in measuring citizen
satisfaction. At the top are the Socio-Demographic Profile and the Housing Profile that provide
background about the citizen. The group bound by the dotted line is composed of the core
concepts in measuring satisfaction in the program or service level. The core concepts have
logical relationships with each other (see 2.3).
The dashed line defines the boundary of citizen perception of service delivery, separating the
inner concepts from the socio-demographic profile and the services actually being provided
by their local governments. On the left of Figure 1 are the service areas that will be assessed
by the respondents based on actual services being provided by the LGUs. The service areas
and service indicators are customized based on actual services, as discussed in 3.4. LGU
Service Delivery Baseline Data.
Inside the citizen’s perception domain are the core concepts; reasons that substantiate the
core concepts; general attitudes of citizens toward the LGU; overall satisfaction; overall need
for action; and recommendations for improvement. These concepts compose the key results
of the CSIS survey because they are the main information gathered from the citizens to assess
how well public services by their LGUs are received or perceived in their point of view.
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2.1. Service Areas and Service Indicators
Service areas and indicators are heavily sourced from the Local Government Code of 1991
under Section 17. During the implementation of the CSIS in 2013-2016, a number of
consultations with local functionaries and NGAs have contributed in determining and updating
the different services deemed to be locally implemented. These different services serve as the
basis of assessment of the respondents.
The following are the major services expected from LGUs:
2.1.1. 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
2.1.2. 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
2.1.3. 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
2.1.4. 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 municipal/city 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
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2.1.5. Public Works and Infrastructure
1. Barangay roads
2. Municipal/city 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. Municipal/city government buildings
11. Public cemetery
12. Flood control management system
2.1.6. Environmental Management
1. Community-based greening projects

2. Air pollution control program
3. Solid waste management
4. Wastewater management
5. Clean-up programs/projects
2.1.7. 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
Enumerated above is the exhaustive structure of the services across the seven (7) CSIS
service areas. 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
concerned DILG Officer. The baseline data determines which of the service areas and
indicators are currently or have been provided by the LGU in the past 12 months (see Section
3.4. LGU Service Delivery Baseline Data).
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2.2. CSIS Core Concepts
CSIS is a client/citizen perception-based performance assessment that measures the
respondent’s satisfaction with public services. In order to contextualize satisfaction data, the
analysis involves a number of steps covering the concepts of awareness, availment,
satisfaction and need for action.
Below are the core concepts used in measuring satisfaction:
Figure 2. Service Indicator Relationships between Awareness, Availment,

Satisfaction and Need for Action
1. Awareness refers to the respondent’s presence of knowledge to the service being offered
by the LGU. Before delving with satisfaction, there is a need in the first place to know if
they are aware that the service is being provided by their LGU.
2. Availment refers to the contact of the respondent to local government through programs,
projects and services being implemented or offered. This may suggest the demand or
utilization of public services by the citizens. For service indicator level assessments, only
those who said they were aware of the service will be asked with the availment questions.
3. Satisfaction refers to the citizen’s contentment with their experience in availing or contact
with the local government’s services. In some cases, this can also reflect the citizen’s
fulfilment of expectations with the services they were able to experience. For service
indicator level assessments, only those who have availed of the particular service are
asked with the satisfaction question. On the service area level, satisfaction is gathered
regardless of their awareness and availment of any of the service indicators.
4. Need for Action refers to the citizen’s assessment on whether or not a particular service,
or an overall service area, requires specific and decisive actions for improvement or
reform. This concept is paired with satisfaction to provide readers an additional dimension
that could help refine prioritization of services for further development and reform.
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2.3. Reasons for Non-Availment and Satisfaction/Dissatisfaction
During the initial implementation of the CSIS in cities in 2013-2016, audiences from the LGUs
have wondered about the reasons why respondents did not avail or why they said they were
satisfied or not. In this framework, qualitative responses have already been included to provide
more context and nuance on those responses. The reasons are collected to substantiate
citizens’ responses on:
a) non-availment of a service indicator;

b) satisfaction; and
c) dissatisfaction with their experience with the service.
The CSIS is interested to look at the following qualitative data:
Table 1. Reference on Questions on Qualitative Data (Reasons) in the Questionnaire

Description Question ID Page No.
Reasons of Non-Availment on:
Health Services D9.1 5
Support to Education E7.1 8
Social Welfare Program/Services F2.1 10
Governance and Response G2.1 12
Public Works and Infrastructure H2.1 19
Environmental Management I2.1 21
Economic and Investment Promotion J2.1 24
Reasons of Satisfaction on:
Reasons of Dissatisfaction on:
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Figure 3. Flowchart of Core Concepts and “Reasons” Questions
2.4. Socio-Demographic and Housing Profile

Socio-demographic and housing profile are information on the citizen’s background. They are
not considered as primary results since the primary objective of the CSIS is not to collect
housing data and socio-economic status of the people. However, they provide information in
possibly contextualizing citizen’s perception for the readers of the Citizen Satisfaction Report.
Socio-Demographic Profile Housing Profile

(page 2) (page 3)
A1. Relationship to HH Head B1. Whether or not the HH is beneficiary of Pantawid Pamilyang
A2. Sex Pilipino Program
A3. Age B2. Housing Occupancy
A4. Civil Status Basic Utilities
A5. Highest Educational Attainment B3. Toilet
A6. Whether or not still goes to school B4. Drinking Water
A7. Employment Status B5. Source of Electricity
A8. Place of Work B6. Source of Information about Local Government Activities
A9. Occupation Category B7. Monthly Income
Figure 4. Socio-Demographic and Housing Profile Indicators
While some studies on citizen satisfaction may suggest that there are associations between
citizen satisfaction and socio-economic status (SES), the CSIS Conceptual Framework does
not focus on finding out these relationships. Further studies with theoretical focus on the
subject matter or that research problem are best to answer such inquiry.
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2.5. Perception of Corruption
Since 2017, additional questions have been included in the CSIS questionnaire. Adhering to
the thrust of the present administration, questions on citizens’ experiences on corruption will
be asked. These are found on page 30, Section L, of the questionnaire.
2.6. Attitudes Toward the LGU

Attitudes are hypothesized by studies as behavioral consequences of satisfaction. The EVLN
(Exit-Voice-Loyalty-Neglect) framework in market research, for example, suggests that
peoples’ perception of their satisfaction can be related to their predispositions on a product or
a brand or a company. Behavioral Consequences concept is based on the exit-voice-loyalty-
neglect framework. While it was used popularly in organizational psychology to describe
behavior of employees responding to job dissatisfaction, it was adopted in citizen surveys to
describe how citizens respond to their satisfaction of local public services.
To measure this, general satisfaction is culled out from the framework of response to
dissatisfaction on EVLN model (Lyons & Lowery, 1989). Voice represents behaviors and
predispositions to contact officials, to labor campaign, participation in neighborhood groups
and participation in demonstration. Loyalty represents speaking well of the LGU and
supporting the community through public functions. Exit represents behaviors and
predispositions on contemplating or leaving the jurisdiction, choosing privatized alternatives
instead of government services. Neglect represents passive and non-participative behaviors
such as non-voting, feeling that participating in debates in the LGU does not bring in impact
and distrust of local authorities. In summary, voice and loyalty are positive behaviors while exit
and neglect are negative and passive behaviors relative to citizen satisfaction.
Table 2. EVLN Concepts and Key Statements

CONCEPT STATEMENT
Exit Willingness to transfer into a new location
I am prepared to coordinate with local officials
I am prepared to organize fellow citizens
Voice to air our opinions about a specific issue
Something good will come out of presenting
local problems and issues to authorities
I am prepared to suggest to other people
that they start a business in our city/municipality
Loyalty
I will recommend to friends from other localities
to transfer their residence to our city/municipality
Neglect I believe that any problem will be solved by the authorities in our locality
In addition, the mission and vision statements also are used to gauge whether or not the LGUs
are able to perform and achieve them, respectively.
Section M of the questionnaire contains the questions that ask about the citizens’ attitude
about their LGU.
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2.7. Overall Satisfaction
Overall satisfaction is similar to the core concept of satisfaction. However, it delves on a bigger
scale or scope of contentment and/or fulfilment of expectations of the citizens. Studies on
citizen satisfaction used indicators that ask the respondents directly (Van Ryzin G. , 2004c;
Van Ryzin, Muzzio, Immerwahr, Gulick, & Martinez, 2004).
The level of overall satisfaction is not derived from mathematical operations based on the
responses of the citizens from the particular services or programs. Rather, regardless of their
ratings in the particular availed services, they are asked again whether or not they were
satisfied with the services under a particular service area or the entirety of the service delivery
performance of their local government.
Overall satisfaction in the CSIS manifests in the following levels:

a) service area; and
b) overall local government service delivery.
2.8. Overall Need for Action

Overall Need for Action is also patterned with that in the core concept. The only difference is
the scale of the assessment. It can either be:
a) need for action for the service area; and
b) need for action for the entire local services of the LGU.
2.9. Recommendations for Improvement

Recommendations for Improvement are directions as suggested by the citizens to be taken
actions deemed to improve service delivery and guide quality of service reform. It is assumed
that the recommendations are related to the reasons for non-availment or dissatisfaction with
a particular service. In some cases, however, this could be an information source also on how
to scale up or better improve services which were already deemed to be satisfactory.
This part of the framework is very valuable for the local government authorities and other
audiences because those services categorized as low satisfaction but high need for action
can be supplemented with directions that citizens actually would want their local governments
to pursue.
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3. PROJECT MANAGEMENT
3.1. Project Cycle
Figure 5. The CSIS Project Cycle
The CSIS Project Cycle is composed of nine (9) major processes. First, the Orientation of
Regional Officers is conducted to capacitate DILG personnel on the following institutional
preparations for the CSIS implementation: Service Delivery Baseline Collection, Fieldwork,
Utilization Conference, and Focus Group Discussion. The Service Delivery Baseline Data
Collection is necessary to generate background data on the service delivery profile of the
LGUs being covered. The baseline data sheet, as an output of data collection, will be an input
to the edited questionnaire.
The Training of Local Resource Institutes is conducted to prepare and capacitate the LRI
key personnel on the procedures and processes necessary for the fieldwork. Knowledge
products and tools essential for fieldwork activities are turned over to the LRIs during this
activity. Questions and concerns are also discussed in detail in order to anticipate issues that
may affect the said implementation. At the end of the training, timelines for each key
deliverables of the fieldwork implementation are identified and submitted to the DILG.
The LRI personnel who attended the CSIS cluster-trainings will then cascade the CSIS
fieldwork protocols to the 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 and process the data collected. The Data Gathering
and Processing 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. This stage is followed by
Report Preparation and Evaluation, wherein the LRIs prepare the Citizen Satisfaction
Report and the Project Implementation Report which shall be submitted to the DILG RO and
CO for evaluation.

When all reports are deemed final and approved, the CSIS results will be presented to partner
CSOs at the Focus Group Discussion with CSOs and to LCEs and other local functionaries
at the Utilization Conferences (UC). Afterwards, a National Summit among partner LRIs,
CSOs, and representatives from DILG shall be organized to further discuss the aggregated
CSIS results closely among the project teams in preparation for next year’s implementation.
The last process in the CSIS cycle involves Monitoring and Evaluation, which refers to
monitoring of action plans identified by the LGU as integrated into the CPAP. This also pertains
to the assessment of the project implementation protocols 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.

3.2. The LRI Team
The LRI Team is generally composed of a Project Manager, Field Supervisors, and Data
Processors, based on functions. The number of the personnel in each role vary depending
on the size of the project.
Figure 6. Functional Chart of an LRI Team
3.2.1. The Project Manager (PM)
The Project Manager (PM) heads and supervises the entire CSIS team. His/her duties
compose of the following:
BEFORE FIELDWORK
1. Attends general field training; ensures complete coverage and discussion of project
details during training of Field Interviewers (FIs);
2. Prepares a checklist of project materials needed and schedule of activities;
3. Ensures that Field Supervisors (FSs) are accurately and completely provided with
project materials and logistics;
Checklist of materials needed before fieldwork include:
• Team line-ups
• Fieldwork itineraries/schedule of activities of all FSs and FIs
• Transport needs of FIs and FSs
• Permit letters/letters of endorsement (when applicable only)
• Valid IDs of all FSs and FIs (to be issued by LRI)
• Fieldwork controls
• Complete FI kits (see Section 4.2.2)
4. Assigns to FSs actual accomplishment of items in the checklist; and
5. Ensures complete designation of logistics before dispatching FSs and FIs.

DURING FIELDWORK
6. Communicates to DILG Regional Office (RO) project timetable and deadlines;

7. When applicable, immediately notifies the DILG Regional Office of problems during
fieldwork (e.g.: substitution of assigned areas and reasons for substitution);
8. Monitors the productivity and fieldwork status of all teams; and
9. Ensures compliance of the teams to the following:
• having at least 20% backchecking of each interviewer;
• following assigned schedule of activities;
• random checking of completed questionnaires;
• random checking of validity and logical consistency of accomplished
questionnaires; and
• ensuring prescribed schedule of transmittal of completed questionnaires.
AFTER FIELDWORK
10. Monitors progress of data processing (coding, encoding, and other data processing
outputs);
11. Analyzes data processing outputs and writes needed reports; and
12. Submits to DILG RO agreed upon outputs on or before the designated deadline.
OUTPUTS (to be submitted to the DILG RO):

• Citizen Satisfaction Report
• Project Implementation Report
• FGD with CSOs Report
• Completed Interviewers’ Kits of all sample spots
• Soft copy of the excel sheet used for processing qualitative data
3.2.2. The Field Supervisor (FS)
The field supervisor is in charge of managing the tasks and assignments of the Field
Interviewers. They report to the Project Manager on concerns pertaining to fieldwork
operations.
BEFORE FIELDWORK
1. Attends general field training;

2. Ensures the completeness of the directory of team line-up (name, contact details i.e.:
address, cell phone numbers of all team members);
3. Assists the PM in the preparation and dispatching of project materials and FI kits;
4. Ensures that each questionnaire has:
a. Assigned questionnaire number (001 – 150)
b. Encircled household number in the Kish grid (01 – 10)
c. Encircled service area code in the questionnaire (D-J)
5. Ensures that kits assigned to FIs are complete (see Section 4.2.2); and
6. Dispatches FIs.
DURING FIELDWORK:
7. Ensures 20% backchecking of completed interviews per FI;

8. Updates the PM of unusual incidents in field that may hamper fieldwork procedures;
9. Checks codes, sees to it that codes are valid and logically consistent then signs on the
blank provided for the FS in the Internal Control section on page 1 of the questionnaire;

10. Ensures completion and review of interviews;
11. Complies with the specified transmittal schedule agreed upon with the PM;
12. Notifies PM of problems reported by FIs and/or encountered during fieldwork; and
13. Consults the fieldwork manual or asks the PM when in doubt.
AFTER FIELDWORK:
14. Retrieves all project documents or records, diaries and project materials from FIs;
15. Ensures the immediate and complete liquidation of project cash advances;
16. Summarizes relevant issues or problems or concerns from FI Diaries and reports actions
taken and recommendations to the PM;
17. Endorses completed questionnaires to DP personnel and maintains a list indicating
numbers of questionnaires already endorsed to DP; and
18. Assists the PM and implements all other functions assigned by the PM.
OUTPUTS:
• Completed kits of all sample spots (to be submitted to DP)
• Completed Project Documentation Matrix (to be submitted to PM)
3.2.3. The Field Interviewer (FI)
BEFORE FIELDWORK:
1. Attends the cascaded training for LRIs; and

2. Checks dispatched materials before going on field.
A complete kit for each sample spot is:

• One (1) Spot Map with starting point (SP) and random start (RS)
• One (1) Call Sheet
• One (1) FI’s diary
• Five (5) sets of Questionnaire (each with numbers consistent with those
indicated in the spot map, with encircled Kish Grid Household Number and with
encircled service area code)
• Ten (10) Informed Consent Forms
DURING FIELDWORK:
3. Updates the FS of unusual incidents in field that may hamper fieldwork procedures;
4. Checks codes and sees to it that codes are valid and logically consistent then signs on
the blank provided for the FIs;
5. Ensures 100% editing of completed interviews;
6. Complies with the specified transmittal schedule agreed upon with FS and PM; and
7. Consults the fieldwork manual or asks the PM when in doubt.

AFTER FIELDWORK:
8. Implements 100% editing/logic checks on interviews s/he completes then signs on the
blank provided for the FI;
9. Complies with the specified transmittal schedule;
10. Prepares a complete account/diary of relevant field coverage experiences; and
11. Accomplishes and returns all documents/reports/project paraphernalia to FS at the end
of fieldwork.
OUTPUT (to be submitted to the FS):

• Completed kits of all sample spots (see Section 4.2.2)
3.2.4. The Data Processor (DP)
The data processor acts as the encoder and/or coder. The DP also conducts other data
processing activities, as may be assigned, and performs the following duties and
responsibilities:
1. Attends the general field training for LRIs;

2. Receives completed questionnaires from FS;
3. Encodes coded questionnaires;
4. Prepares the codebook and codes for qualitative responses (as may be assigned);
5. Processes qualitative responses by generating categories or themes under which similar
responses can be grouped (when in doubt, seeks guidance from the PM in formulating
categories or themes); and
6. Submits data processing outputs to the PM for data analysis.
3.3. Translation of the Questionnaire

The questionnaire may be translated to the local language commonly understood by the
community being surveyed. The questionnaire is available in English and Filipino translations,
and this may serve as guide to triangulate and verify accuracy of translations with the local
language selected.
Steps: Translating the Questionnaire

1. Determine the most common language spoken (conversational) in the locality.
2. Write the appropriate translation in the selected local language before the Filipino
translations.
3. Dry run the translation with another colleague to finalize.
4. Optional: The Filipino/English translations in the questionnaire may be replaced with
the selected local language translation to save paper.

3.4. LGU Service Delivery Baseline Data
The questionnaire contains the exhaustive list of service indicators. For the questionnaire to
be effective in measuring the citizen’s perception of LGU services, it has to be in context with
the actual services being offered by the LGU.
The LGU service delivery baseline data collection is part of the CSIS project cycle. It 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 of the different services provided by the local government.
The said data collection is to be undertaken by the concerned DILG Field Officer in the target
municipalities and cities. Contextualizing the tools with the service delivery profile of the LGU
will greatly increase relevance and impact of services when presented to LGU functionaries.
Figure 7. LGU Service Delivery Baseline Data Collection and Utilization Process
The role of the LRI team is to undertake a limited customization of the translated questionnaire
and other tools based on the information suggested by the baseline data. This will help the
LRI substantiate the concepts with actual services being provided in the communities which
will help in the interview process. For a step-by-step guide on how to encode the accomplished
SDBD in the portal, see Annex P.

Steps: Preparing CSIS tools based on the LGU’s Service Delivery Baseline Data
1. Acquire a copy of the accomplished baseline data sheet (see Annex L) from your
partner DILG Regional Office.
2. Examine the “Service Provided” or Column A. Note those services which the LGU
answered “No” or “N” in the said column.
3. In the questionnaire and in other tools (report outline for example), delete the services
identified as not being provided by the LGU per the Baseline Data Sheet.
4. Copy and append the specific programs, projects and services, and other pertinent
information cited in column D-F under each of the service indicator in your edited
Technical Notes.
5. Copy and append the specific programs, projects and services cited in column D under
each of the service indicator in the questionnaire, as examples.
Notes:
1. When any part of the baseline data needs clarification, you may coordinate with the
DILG Regional Office to help you contact the Field Office or any office/person in the
LGU authorized or capable to answer your concern.
2. Do not go to fieldwork without the questionnaire edited based on the baseline data.

4. MULTI-STAGE PROBABILITY SAMPLING
The CSIS utilizes multi-stage probability sampling in selecting the 150 respondents who will
be interviewed. This sample size has a margin of error of ±8% at 95% confidence level.
Implementing multi-stage probability sampling warrants that a cross-section of citizens in

an LGU is included in the sample. In other words, this method allows each citizen, 18 years
old and above, male or female, who have lived at least 6 months in the LGU, to have an equal
chance (with everyone) to be selected as respondent for the survey. This means that 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.
How will this be operationalized in the CSIS? The entire process is composed of the following
steps and the corresponding procedures and preparations:
GENERAL STEPS/PROCEDURES OUTPUT

1. Get information on population
List of barangays and their population
(municipal/city and barangay) from
needed in sampling
Philippine Statistics Authority (PSA).
2. Use sampling with probability proportional • List of sample barangays and sample
to the size (pps) to generate sample spot allocation;
barangays, then allocate spots in proportion • Various controls needed during
to barangay population. dispatching (SP-RS control, spot maps)
3. Use information specified in the spot maps

Sample households
to randomly select sample households.
4. Use information specified in the
questionnaire (Kish Grid) to randomly select
Sample respondents
a sample respondent from qualified
household members.
5. Use information specified in the

questionnaire (randomized service area) to Completed interviews
minimize order bias during interview.
4.1. Probability Sampling Proportional to Size

Since the CSIS is interested in the general population, the sample will be likely drawn from
barangays where most people reside. In other words, barangays with larger shares of the
population will have more spots and respondents allocated to them.
The latest 2015 census data on population and housing shall be the basis for allocating the
spots among the barangays according to population share.

4.1.1. Generating Sample Spots
For LGUs with more than 30 barangays
Step A: Retrieve the 2015 Census Population and Housing data from the Philippine
Statistical Authority website: https://psa.gov.ph/content/highlights-philippine-
population-2015-census-population (see Column [A] of Annex A). Ensure that
the total population of all barangays is equal to the population of the
municipality/city.
Step B: Use sampling with probability proportional to size (pps) to generate the needed
sample barangays.
1. Derive the share of each barangay (rounded off to 1 significant digit) to the
population of the municipality/city. Ensure that the total of all barangay shares
is 100% (see column [B] of Annex A).
2. Derive the cumulative % of each barangay by adding the share of each

barangay to the entry above it. Ensure that the last entry of the last barangay is
100% (see column [C] of Annex A).
3. Set the cumulative % intervals (lower and upper limit) of each barangay by:
• For lower limit: adding .1% to the upper limit of the preceding barangay
(see column [D] of Annex A)
• For upper limit: copying all the cumulative % of each barangay
(see column [E] of Annex A)
NOTE: By doing this, larger barangays are allocated more numbers than
smaller ones.
4. Generate a random start ranging from 1 to 100 (see Step 4 of Annex A).
5. Compute for the interval by dividing 100 (total shares) by 30 (number of spots
to be generated) (see Step 5 of Annex A).
6. Generate 30 sample numbers by successively adding the interval starting from

the random start (see column [F] of Annex A).
7. Since the intervals set range from .1% to 100.0%, convert numbers exceeding
100% by subtracting 100.0 from them (see Step 5 of Annex A).
8. Based on [F] and [G], select the needed sample barangays by looking for the
interval to which each generated sample number belongs to (see Step 5 of
Annex A).
Step C: List down all the sample barangays together with their corresponding population
then proceed to the procedure for LGUs with less than 30 barangays.

For LGUs with 30 or less barangays
Step A: Compute for the total of all the barangay population in the list. If the LGU has
less than 30 barangays, ensure that the sum of the population of all barangays
is equal to the population of the municipality/city.
Step B: Prorate the 30 spots to all barangays in the list
1. Divide each barangay population by the municipal/city population then multiply

by 30.
2. Round-off all derived values to whole numbers.
3. Ensure that the total number of spots is 30.
Step C: List down all the 30 spots and proceed to preparation of SP-RS Control.
4.2. Sampling BEFORE Field Coverage
1. Preparing Controls for Sample Spots and Questionnaires
After allocation of respondents to the barangays of the LGU to be surveyed is derived, set
up the following controls:
a. Assigning Spot Numbers (see Annex C):
Based on the number of sample spots allocated to each barangay, assign numbers
(from 1 to 30) to the sample spots. In numbering the spots, successively assign 1
number to each allocated sample spot for each barangay of the LGU.
For example, in Annex C:

• Since 2 spots are allocated to Barangay A, sample spots 1-2 are assigned to
Barangay A
• Since 1 spot is allocated to Barangay B, sample spot 3 is assigned to Barangay B
• Repeat this process of assigning numbers to sample spots for each Barangay
until all the 30 spots have been assigned to all the barangays in the LGU
(e.g.: for Barangay C: 4-6; for Barangay D: 7)
b. SP-RS and FI Control (see Annex D):

i. List down all 30 sample spots (1 spot per row).
ii. Assign a starting point (SP) successively from the first sample spot to the last;
i.e.: for the 1st sample spot – punong barangay’s house,
for the 2nd – house of worship …. 5th – school;
6th – back to punong barangay’s house and so on
until the 30th sample spot.
The 5 possible starting points (SPs) are:

1. Punong barangay’s house
2. Any house of worship (church, temple, chapel, mosque, etc.)
3. Any government function hall (city, municipal, or barangay hall)
4. Any health facility: government or private (hospital, clinic, etc.)
5. Any school: government or private (including pre-school facilities)

iii. Assign random starts (RS) for each of the 30 sample spots by generating 30
random numbers ranging from 1-5.
** To ensure that the generate random starts do not change (after
processes are done on the excel page), copy these fields then past
them as values.
2. Collating an Interviewer’s Kit
Provide each Interviewer’s Kit with the following:
• 1 Spot Map (specifies name of sample spot, SP-RS, interval, LGU, province,
questionnaire numbers)
• 1 Call Sheet
• 10 Informed Consent Forms
• 5 sets of Questionnaire (with 1 Questionnaire Number and 1 encircled Kish Grid
Household Number)
• 1 Fieldwork Diary
3. Assigning sample spots per Interviewer
Since each interviewer is assigned to cover 10 respondents, give 2 kits per FI. During
dispatching, write the name of the FI assigned to each sample spot in the SP-RS and FI
Control (see Annex D).
4.3. Sampling DURING Field Coverage

Fieldwork, wherein all data and information are gathered, is one of the core processes of the
CSIS. It deals with all the activities that will be done by the field interviewers and it involves
two (2) major procedures:
4.3.1. Dispatching
Continuing from the sampling procedures undertaken, this is a preparatory activity prior to the
actual conduct of interviewing. All the inputs/materials are prepared for the Field Interviewers
by the Project Manager and/or Field Supervisors.
After preparing all the spot map controls (sample spots, SP-RS), another primary responsibility
of the PM/FS is to accomplish the following:
4.3.1.1. Spot Map Assignment
Based on each of the 30 lines of the SP-RS control, prepare a page where the following
are specified:
• Name of sample spot (barangay/purok)

• Starting Point (SP)
• Random Start (RS)
• Interval (interval is always 1 for this project)
• Name of Municipality/City
• Name of Province
• Questionnaire numbers assigned to the spot

The 30 spot maps will be used during dispatching. It is recommended that the LRI
Team obtain detailed spot maps (see Annex E), to easily locate the Starting Point,
which will be any identifiable corner based on the street names.
If detailed spot maps are not available (see Annex F), the designated Starting Point
will follow the order as listed in page 22.
Comparison of two (2) sample spot maps with and without details (before field coverage)
In rare cases wherein none of the above-mentioned choices are present, any permanent
landmark in the area will be used and will be indicated in the map.
4.3.1.2. Randomized Controls in the Questionnaire
Based on Annex H, randomized controls per questionnaire (HH, service area) shall be
encircled. Annex H indicates all the questionnaire numbers and the corresponding household
(HH) number (in the Kish Grid) and service area codes (at the bottom of page 1) to be encircled
in the CSIS questionnaire. The encircled service area code will be used as guide for the Field
Interviewers to know which among the service areas the interview should start on.
Note that the following codes correspond to the order of the service areas in the questionnaire.
For example, Health Service is on Part D. of the questionnaire. The order of the service area
shall proceed in the order shown below:
D Health Services
E Support to Education
F Social Welfare Services
G Governance and Response
H Public Works and Infrastructure
I Environmental Management
J Economic and Investment Promotion
It is also important to remember to go back to the other service area should the start fall on
the last service area (i.e.: J. Economic and Investment Promotion).

For example:
On Questionnaire Number 87, its corresponding
service area code is F. Therefore, it must be
encircled on the questionnaire. The Field
Interviewer shall start with F. Social Welfare
Services, then with G. Governance and Response,
and so on. After completing
J. Economic and Investment Promotion, FI shall
go back D and E before proceeding to the next
parts of the questionnaire.
The Kish Grid (on page 1 of the questionnaire) is a pre-assigned table of random numbers to
select the member within a household to be interviewed. Using the same randomized control
for the HH and service area (Annex H), encircle the corresponding household number (in
horizontal position) in the Kish Grid of each printed questionnaire (numbered from 1 to 150).
For easier reference, the last digit in the questionnaire number is the number to be encircled.
For numbers ending with zero (0), encircle number 10.
4.3.1.3. Interviewer’s Kit
Again, once all the above-mentioned controls are prepared, the Interviewer’s Kit must be
collated. The PM/FS must prepare each Interviewer’s Kit with the following:
a) One (1) Spot Map*

b) One (1) Call Sheet**
c) One (1) Fieldwork Diary***
d) Five (5) sets of Questionnaire (with questionnaire no. & encircled Kish Grid HH no.)
e) Ten (10) Informed Consent Forms
*Spot Map – contains the Sample Spot, SP-RS, Interval, assigned LGU, Province and
Questionnaire No. (see Annex F)
**Call Sheet – contains the details of field coverage for each of the probability
respondents corresponding to the questionnaire numbers (see Annex I)
*** Fieldwork Diary – where the FIs will narrate their experiences during the fieldwork
(see Annex J)

After preparing the Interviewer’s Kits, give two (2) kits per Field Interviewer, since each of
them is assigned to cover ten (10) respondents. The name of the FI assigned to each sample
spot must be written in the SP-RS and FI Control (see Annex D).
4.3.2. Interviewing
Upon preparation of all controls and requirements, the Field Interviewers, under the Field
Supervisors’ guidance, will be ready to do the interviews.
The following steps are to be undertaken for the pre-interview or area coverage phase:
Step A: Upon reaching the designated sample spot, locate the Starting Point (SP) and
the Random Start (RS) specified in the provided spot maps. All information on
the top grid of the call sheet must be recorded.
Punong Barangay’s House
* A sample of an accomplished call sheet may be found on Annex I.
Step B: Follow the arrow indicated in the map and observe the right coverage rule. To
be specific, orient or “stick” the right shoulder to the sidewalk and then walk
forward.
Step C: Determine the first sample household by counting as many (households) as

indicated by the random start (RS) from the starting point (SP) (see Annex G).
* Same figure is found on Annex G.
Once the sample household is determined, identify the sample probability respondent.
Remember that in using the Kish Grid (see page 1 of the questionnaire), qualified respondents
should be household members who are 18 years old or older, and that even-numbered
questionnaires are for female respondents, while odd-numbered questionnaires are for male
respondents.

Steps in determining the probability respondent:
Step A: Interview a responsible member of the *household, who are at least 18 years old and
should have resided in the LGU in the past 6 months, who could give accurate data
on other household members (include family members, household helpers,
boarders, ,etc., that have been staying with the household for 6 months or more)
needed in the probability respondent (PR) table.
* According to the Philippine Statistics Authority (2017), a household is a social unit consisting
of a person living alone or a group of persons who sleep in the same housing unit and have
a common arrangement in the preparation and consumption of food (commonly, members
that share one kitchen).
Step B: Write on the blank after the Kish Grid the name of the probability respondent. The
information in the Kish Grid and Substitution Variables will be used during
substitution if the original respondent is not interviewed after two (2) valid callbacks.
** Say for example the above illustration is for Questionnaire 17, it is in #3 that the horizontal line (QM
number) and vertical line (HH number) intersected. Therefore, it is John Rene, the 3rd on the list (under
the No. column), who will be the probable probability respondent in the specific household.
Note:
Establish five (5) original respondents. Depending on the SP and RS, there should be one (1) house
between each sample household (i.e.: interval of 1). However, there are instances of replacements or
substitutions on the original respondents.

4.3.3. Replacement
Replacements are done when:

1) there is no qualified respondent (NQR) in a household; or
2) if the target household gives an outright refusal (OR).
There is no qualified respondent if:

a) there is no male or female in the household based on the questionnaire assigned for
that household; or
b) the male or female members of the family are under-aged.
If there is NQR, look for a replacement, regardless of respondent profile, only after the
established original households. On the other hand, if the target household gives an OR,
this should be replaced, but the only criterion to be considered will be the gender depending
on the number of the questionnaire.
4.3.4. Callbacks
When the target respondent is not available during the first visit, the interviewer makes an
appointment for a second call. If after two (2) calls after the first visit the respondent is still not
available, substitution shall take place.
4.3.5. Substitutions
If after two (2) callbacks the target respondent is still not available for interview, the Field
Interviewer will look for a substitute, with the same sex, age group, and working status as
that of the original respondent. Substitution shall only take place after respondents needing
replacements have been established.
Note that age groupings (see page 1 or 2 of the questionnaire), are:
▪ 18-24 years old ▪ 45-54 years old

▪ 35-39 years old ▪ 75 years old and above
▪ 40-44 years old
As such, a 20-year old can be a substitute for an 18-year old since they are of the same age
group.

Notes: Complete documentation of the area coverage must also be ensured. Below are
examples on some important notes on the call sheet (the sample call sheet may be referred
to Annex I):
• 1-C: the first interview (Questionnaire #1) was done on the 3rd house from the Punong
Barangay’s House (PBH) and the interview was completed (C) at 8:30AM (see Annex
I)
• Since for this project, the interval between sample houses is 1, thus the 2nd interview
is 1 house away from the house where the 1st interview was done (see Annex I). Also,
1 house is between each of the houses where an interview is done, from 1-C to R2-C
(see Annex I).
• 2-NQR means that the 2nd interview (Questionnaire #2) has “no qualified respondent”
(NQR). This information should be written in both the spot map and call sheet. Since
this is an NQR, Questionnaire #2 is to be replaced, and thus replaced by R2-C in
Burgos St. (see Annex I and G) and in line 6 of the call sheet.
• 3-C means that the 3rd interview (Questionnaire #3) is completed (C) at 9:10AM (see
Annex I and G).
• 4-For Sub means that Questionnaire #4 is to be substituted because the interviewer

was told to callback at 11:30AM (see line 4 of call sheet, Annex I) and when the
interviewer made 2 more call backs (see lines 7 and 8 of the call sheet, Annex I), Name
D was still not interviewed.
• 5-C means that Questionnaire #5 was completed (see Annex F) at 10:15AM (see
Annex I).
• After the 5 original respondents are determined, the FI will now look for replacements;
e.g.: Questionnaire #2 (see line 2) needs a replacement and is replaced with an
interview of respondent living 1 house away from the house where the respondent for
Questionnaire #5 lives (see R2-C of spot map); interview of the replacement for
Questionnaire #2 was completed at 11:15AM (see line 6 of the call sheet); R2-C means
that this is a replacement (R) for Questionnaire #2 and the interview was completed
(C).
• S4-C means that the substitute (S) for Questionnaire #4 is in Bonifacio St. (see sample
spot map) and was completed at 2:00PM (see the last line of Annex I).

5. INTERVIEWING PROCEDURES
Interviewing is the most critical part in the CSIS because it is when the interviewer collects key
information from the survey participants. It is important to note that certain standards are
necessary to be met in order to ensure the quality of information that will generate the desired
output of the project. Unorganized or unprepared interviews will likely result into incomplete or
invalid data. Such scenario is costly and cumbersome to rectify once interviewers have already
returned from field deployment. To avoid such scenarios, it is highly recommended to follow
the instructions and best practices outlined below:
5.1. Before Leaving for Area Coverage

1. Check that each of your two (2) FI kits is complete.
2. Fully charge and load your cell phone. Bring cell phone charger.
3. Bring necessities that you think will be necessary while on field (e.g.: medicines,
umbrella, flashlight, bottled water, etc.).
5.2. Upon Arrival at an Area before Interviewing

1. Immediately get information regarding available transportation (first and last trip in the
area, frequency, and type of transportation and cost) which would take you to the
designated meeting place with FS after the survey so that time for travel could be
planned.
2. Plan your itinerary so you would not need to travel at night in unsafe areas. In some
cases, it would be better to stay in the area overnight.
3. When covering far flung rural places, bring something to eat and overnight wear in
case you get stranded.
4. Ensure that you start at the correct starting point/random start corner before beginning
area coverage.
5. As much as possible, interview within the premises of the house and not outside where
you are exposed to unwanted audience and unsolicited remarks.

5.3. Introducing Yourself to the Respondent
When introducing yourself to your respondent, be sure to mention the following:
• Your name and that of your school (you can show your CSIS ID)
• Objective of your interview
o “Nagsasagawa po kami ng pag-aaral tungkol sa pang-araw araw na pamumuhay ng mga
tao at ng kanilang mga opinion sa mga usapin na nakaka-apekto sa mga mamamayan.”
o “Nais po naming malaman kung kuntento o nasisiyahan ba kayo o hindi sa mga
pangunahing serbisyong inaalok ng inyong pamahalaang lokal tulad ng kalusugan,
edukasyon at iba pa.”
• Assurance that study is confidential

o “Lahat po ng inyong ibabahagi sa akin ay lubos na konpidensyal. Ibig sabihin po ay wala
po kayong sagot na maiiugnay sa inyong pangalan at hindi po ilalahad kailanman ang
inyong katauhan.”
• Benefits from the study

o “Malaking tulong po itong gagawin nyong pagsagot sa pag-aaral na ito para mapabuti ang
mga pangunahing serbisyo para sa inyo.”
5.4. Informed Consent Form

o Make sure that you have two (2) copies of the Informed Consent Form (see
Annex M) for each respondent.
o State that the form should be signed in compliance with Republic Act No. 10173
or the Data Privacy Act of 2012.
o After ensuring that the study is confidential and the respondent consents to
participate in the survey, ask him/her to sign both forms. Afterwards, you should
sign on the bottom portion for FIs.
o Leave one signed copy to the respondent for their reference. Make sure to keep
the other signed Informed Consent Form and submit it to the Field Supervisor after
interview.
5.5. Socio-Demographic Page

1. Upon receiving the questionnaire, write down answers to the following:
✓ Province
✓ Municipality/City
✓ Barangay
✓ Purok
✓ Spot #
2. Once the sample household is determined, be sure to indicate the following:

✓ Date of interview
✓ Start time
✓ Sex of PR
3. Ask the rest of the information on the Socio-demographic Page after the interview
proper as some of these are “sensitive” questions (e.g.: toilet facilities).

5.6. Probability Respondent Table / Kish Grid
5.6.1. Six-Month Residency Requirement for PRs
Before starting to establish the Probability Respondent (PR), ensure that the household has
been residing in the locality for at least 6 months.
1. For each household included in the sample, interview a responsible adult member
of the household who could give accurate data on other household members (include
family members, household help, boarders, transients, etc.) needed in the probability
respondent table.
2. Include household help, drivers, boarders and transients with the following
qualifications:
• Helpers or drivers who have been staying with the family for six (6) months or more
• Boarders or transients who have been staying with the household members for six (6)
months or more
5.6.2. Eighteen (18) and Above Age Requirement
Before establishing the probability respondent, ensure that all household members listed in
the Grid are 18 years or over and that none of the following information is left blank:
• Name of household members (with gender required by the questionnaire number)

• Age
In accomplishing the Kish Grid or establishing the PR, see Part 4.3 Sampling during Field
Procedure.
After establishing the PR, write down the following on blanks after the Kish Grid:
✓ the name of the PR
✓ number of years as resident of the locality (if less than 6 months, exclude PR from the
Kish Grid and redraw)
✓ sex
✓ actual age
✓ working status
These sets of information will be used during substitution if the original respondent is not
interviewed after two (2) valid callbacks.

5.7. Interview Proper
1. Look for the probability respondent (see Kish Grid) then proceed with the interview.
2. If the sample respondent for the interview proper is not the same as the one who was
interviewed while establishing the probability respondent, verify the age of the
probability respondent.
3. The sections of the CSIS questionnaire are:
Kish Grid / Selection of Probability Respondent

A. Socio-demographic Profile
B. Housing Profile
D. Health Services
E. Support to Education
F. Social Welfare Services
G. Governance and Response
H. Public Works and Infrastructure
I. Environmental Management
J. Economic and Investment Promotion
K. Perception of Corruption
L. Response to COVID-19
M. Citizen’s Attitude Towards LGU
N. Citizen’s Overall Rating on Satisfaction
4. It is important to know that aside from the questions to be asked to the respondents,
the questionnaire has instructions for the FIs such as skipping questions and other
important notes. The following are the symbols in the questionnaires which must be
remembered:
signifies that the following sentence is a question and/or statement that needs
to be read aloud and/or asked to the respondent;
signifies instruction/s to the FI, which should NOT be read aloud to the
respondent.
5. Take extra care of your field paraphernalia. Bring out from the kit only the required
numbered questionnaire and the needed interviewing aids. All documents regarding
the project are strictly confidential.
a) WRITE LEGIBLY.
b) Write down on the sides of the pages of your questionnaire all side comments
and other pertinent observations as you proceed with the interview. After the
interview, transfer these to your Fieldwork Diary.
c) Do not express or offer your personal opinion about the current state of affairs.
Stick to the questionnaire. Should respondent ask you questions as to who
commissioned the survey, refer to the Informed Consent Form.

6. Moreover, the table below details out the questions with specific descriptions and
instructions, for the FIs’ reference:
Table 3. Summary of CSIS Questions by Category

STEP-BY-STEP
DESCRIPTION QUESTIONS
INSTRUCTIONS
With skipping A7, D1, D3, D4, E1, E4, G8, G11,
Obey skipping questions.
instructions G13, G15, G16, G24, I8, K1, K3, L2
1. Ask the initial questions (e.g.,

D8) and encircle codes/write
D8 to D11, E2 to E5, E6 to E9, answers vertically.
With answer grids F1 to F4, G1 to G4, H1 to H4, 2. For each answer given in D8,
I1 to I4, J1 to J4 ask the follow-up questions one
after the other (e.g. D9→ D11)
and record answers horizontally.
Encircle or write (if space is

provided) corresponding code of
A1, A3, A5, A7 to A9, B2 to B6, D2, answers given.
With legends OR
D5, E5, G9, G10, G12, G14, G15,
With listed possible
G18, I9, I10, I11, K4, K11, L2, L6, If an answer given is not included in
answers
L10, N3 the legend, code it as “others” then
write the actual answer at the end
of the legend.
A6, B1, D1, D3, D4, D7, D12, D13,

E1, E10, E11, F5, F6, G5, G6, G8,
G11, G13, G16, G17, H5, H6, I5, I6, Encircle 1 for YES and
Yes or No Questions
I8, J5, J6, K1 to K3, K5 to K9, K11, 2 for NO.
K14, K16, K17, K20, K21, K24 to
K34, L1, L4, L9, M1, M2
“Pangunahin” o D6, D14, E12, F7, G7, H7, I7, Encircle the corresponding code or
“pinaka___” questions J7, K12, L3, L4 write only one response.
A1-A9, B2-B6, D2, D5, E5,G12, Only one answer should be

Single Responses
G14, G22, I10, I11, K11 considered.
Encircle all codes corresponding to

Multiple Responses G9, G18, I9, K2, k4
responses of the respondents.
A1 to A9, B1 to B7, D2, D5, E5, Choices should not be read by the
Unaided Questions G9, G12, G14, G27, I9, I10, I11, K2, FI. However, if respondent cannot
K6, K10 answer, probe the respondents.
Enumerate the choices of answer

and encircle the codes
Aided Questions G18, G23, K4, I8, I9
corresponding the answer/s of the
respondents.

5.7.1. After Interviewing
1) Record in detail and accurately – the result/s of calls on the questionnaire versus the
result/s of calls on the call sheet and on the spot map.
2) Ensure that the Informed Consent Forms are signed by both respondent and FI, and
one copy should be given to the respondent.
3) Ensure that the questionnaires are completely answered and reviewed in such a way
that it will be easy and possible for back checkers to go back to them at any given time.
4) Edit 100% your completed questionnaires before leaving the area so that those needed
to be re-asked can be accomplished.
5.7.2. After Area Coverage
1) Report at the designated time and place for update and transmittal of completed
sheets.
2) Report to your FS any unusual situation/difficulties or untoward incident that may

hinder your compliance to prescribed procedures, to seek advice and plan alternative
actions.
3) Immediately prepare and submit cash advance liquidations at the end of fieldwork.
4) Return all project materials dispatched to you at the end of fieldwork.

✓ all accomplished Informed Consent Forms
✓ all completed questionnaires
✓ all unused questionnaires/briefing materials/fieldwork manual
✓ spot map with accomplished call sheet and all code sheets
✓ fieldwork diary (detailing specific activities and observations)
5.8. Data Editing

OBJECTIVE To ensure that:
of the procedure
✓ the interviewer asked all the questions, and;
✓ answers posted in an accomplished questionnaire are logical
and consistent.
Assigned personnel ✓ FI after each interview;

✓ FS before submitting questionnaires to DP
Input(s) ✓ Completed Questionnaires
Output(s) ✓ Edited questionnaires
Data editing ensures the completeness and logical consistency of the data recorded in the
questionnaire. This should strictly be practiced in order to avoid cases wherein the Field
Interviewers will have to return to the respondent when there are missing data identified during
data coding and encoding.

MAKE SURE THAT THE FOLLOWING STANDARDS ARE MET. If there are
inconsistencies and/or violations to the checks below, the FIs / FSs will re-ask the
question from the respondent.
5.8.1. Control Pages

The following information should all have answers:
✓ Date of interview ✓ Highest educational attainment,
✓ Start of interview schooling/employment status
✓ End of interview ✓ Place of work, occupation category,
✓ Length of interview monthly income
✓ Province ✓ Number of years as resident in the
✓ Municipality/City LGU
✓ Barangay ✓ Internal Controls: names and
✓ Purok signatures of those who
✓ Spot accomplished, back checked or
✓ Name, address, contact information edited the questionnaire
of respondent ✓ Summary of visits: details regarding
✓ Relation of household head calls made to accomplish the
✓ Sex, age, civil status interview
5.8.2. Probability Respondent Table/Kish Grid

In the Kish Grid, if the questionnaire number is:
• ODD – the names under the first column should be those of males
• EVEN – the names under the first column should be those of females
Review the selection of the probability respondent by checking the following:
• Under the “NO.” column, the numbering should be based on the oldest (assigned
as 1) to the youngest in the list.
• Under the “QM NO.” column, the number corresponding to the last qualified HH
member should be encircled and a horizontal line should be drawn from it.
• A vertical line should be drawn starting from the encircled “HOUSEHOLD
NUMBER” at the top of the grid.
• The number at the intersection of the horizontal and vertical lines should be
encircled.
• The probability respondent should be the one with the same number under the
“NO.” column as the encircled number (intersection of the horizontal and vertical lines).
• After the Kish Grid, the name of the probability respondent (PR) should not be
blank.
5.8.3. Back checking
Documenting area coverage will be done by accomplishing the call sheet and the spot map.
These documents will be used by the FS for backchecking 20% of each FI’s output. This is
part of the Quality Control Procedures.

6. DATA PROCESSING
At this stage, the Data Processor needs to convert the respondents’ answers into an electronic
data to prepare them for analysis. All accomplished questionnaires must be reviewed for
validity and consistency first by the field interviewer and then by the assigned field supervisor
prior to data encoding.
Since 2018, the use of the CSIS Portal is being introduced in the implementation to aid in the
data entry, processing, and generation of data output. As of now, however, it can only process
the generation of frequency distribution tables for quantitative responses, excluding responses
coded 99, which have corresponding qualitative responses (see Section 6.1. Coding). Thus,
as experts in the field, the LRIs are given the freedom to manually process qualitative data
from open-ended questions, including reasons for non-availment, satisfaction, and
dissatisfaction, using their own tools provided that it stays true to the objectives and concepts
of the CSIS (see Section 6.4. Processing Qualitative Responses). Treatment of qualitative
responses will be mainly reflected in the reports.
6.1. Coding
Coding is the process of assigning a unique number to a specific answer in the questionnaire.
It is done because it is easier and faster to encode 1-3 digit numeric data rather than answers
of respondents in words or sentences.
The CSIS questionnaire was drafted in such a way that it is “codebook-ready.” The data
processor can already use the numbers assigned in each answer or option as codes.
Example A:
D2. What was the most serious sickness that you had in the past 12 months?
ENCIRCLE CODE. SINGLE RESPONSE ONLY.
Influenza (and associated symptoms—coughs, colds)

Pneumonia (and other acute respiratory illnesses—bronchitis) 1
Tuberculosis 2
Heart ailment (and other associated diseases of the vascular system-- hypertension) 3
Diabetes 4
Dengue 5
Cancer (all forms) 6
Pregnancy-related 7
Measles/chicken pox 8
Diarrhea 9
Others (Specify) 10
99
Codes 1 to 10 represent the common illnesses while 99 is the code used for other
responses not found in the list.

6.1.1. Adding New Codes
If an answer mentioned by a respondent is not yet in the list or does not have an existing code,
the data processor should first use the code assigned for “Others” which is “99”.
• A new code is created when an answer is mentioned by at least 10 respondents.
• Follow the number sequence when creating a new code.
• If the last code in the questionnaire is 10 (see Example A under Section 6.1.), the new
code will be 11.
6.1.2. Standard Codes
Note that the CSIS questionnaire provides standard codes for specific answers. Aside from
these, there are also CSIS codes that are to be applied when encoding the responses in the
raw data file. This is a repository of all the responses and information in all CSIS questions
asked in all the 150 successful interviews.
CSIS codes are standardized to avoid blank fields in the raw data, except those questions
referring to household with students (E2-E5 in the questionnaire) and those with multiple
responses. The data processor should not deviate from these codes so that it is easier to
consolidate and to have a common understanding in all different data sets from different LGUs
if needed.
Table 4. Guide on CSIS Standard Codes
ANSWER CODE
Not Applicable 95
(ie: if not aware, columns under availment, satisfaction, reasons, and need for action should have codes with 95)
Service not provided as per LGU Service Delivery Baseline Data

96
(ie: columns on awareness, availment, satisfaction, reasons, need for action should have codes with 96)
Responses that denote

97
unknown or no response or cannot remember answers from the respondents
Others
99
(standard code in the questionnaire)
6.2. Encoding / Data Entry

The recent development of the CSIS portal enables the LRIs to efficiently encode, enter, and
process data. However, the LRI team is still expected to consolidate the system-generated
data table with the manually processed codes assigned for qualitative data in an Excel or
SPSS file.

6.3. Generating Frequency Distribution Tables
Prior to data analysis and report preparation, frequency distribution tables must first be
generated from the cleaned CSIS raw data. This will also help spot check data entry errors
and unusual data points. The CSIS portal will cover the process of generating frequency
distribution tables for quantitative responses except for those with responses coded 99.
Qualitative data processing will follow a different process, as to be discussed under Chapter
6.4. Since the CSIS portal can readily generate these tables, there is no need to submit to the
DILG an excel file consolidating all the said tables.
6.4. Processing Qualitative Responses

Processing qualitative responses requires a certain level of skill and practice to grasp a wide
range of themes or topics. Below, is a suggested standard process on processing raw data.
However, the Bureau of Local Government Supervision (BLGS) understands that each LRI
has its own way of analyzing qualitative data. Thus, they are allowed to use their own
techniques in processing open-ended questions.
Suggested Steps in Processing Qualitative Data from the Raw Data

1. Create a separate codebook for qualitative responses.
2. Enter all of the verbatim responses under each variable.
3. Sort all the verbatim answers alphabetically for each open-ended question.
4. Read at least 20% of the verbatim responses for each open-ended question to be
coded.
5. Write the recurring themes in a separate sheet or portion of the same sheet.
6. Assign a number, letter or code per theme.
7. Create another column beside the original open-ended question. This column will
contain all the recoded verbatim answers.
8. Read each verbatim response and assign a code to each answer.
9. Go through the entire list of themes and look for sub-codes. Repeat Step 8.
10. Group the responses by theme.
11. Count the frequency of the themes or codes.
Steps in Updating the Raw Data with the Coded Data

1. After processing, append another column beside the original verbatim variable in the
data table (in .xls) to be generated by the system
2. Enter the recoded values to the said column against the verbatim variable column.
** Analysis and discussion of the processed qualitative data is discussed in 7.4.

7. ANALYSIS PLAN AND PROCEDURE
Analysis aims to transform data into meaningful information which can help audiences and
stakeholders formulate and adopt development interventions in the concerned LGU. This
chapter explains how to analyze the processed data.
7.1. Percentage Scores
7.1.1. Percentage Scores for Service Indicators

Percentage scores are computed to compare and contrast the concepts between the different
services within one or across service areas. The table below shows the derivation of the
scores per concept.
Table 5. Derivation of Percentage Scores per Core Concept for Service Indicators
SCORE DIVIDEND BASE / DIVISOR FORMULA
N = 150 Aware
Awareness Number of those who are aware
(all respondents) 150
Number of those who availed of Number of those who were Availed

Availment
the service aware of the service Aware
Number of those who are Number of those who have Satisfied

Satisfaction
satisfied availed of the service Availed
Number of those who said service Number of those who have Needs action
Need for Action
needs appropriate action availed of the service Availed
Notice that the formulas of the different core concepts are almost unique to each other. These
follow the logical relationships between the said core concepts as explained in Figure 5. The
Score Generator in the CSIS portal automatically generates the percentage scores when the
frequencies are entered in.
7.1.2. Overall Service Area Percentage Scores
Percentage scores for service areas use the total number of respondents as the base. The
Data Processor shall input the frequencies of the responses from the seven (7) overall service
area questions.
Note: Do not compute the average of the indicator level scores to arrive at the service
area level percentage score.
The Overall Percentage Score for Health (for example) has its own corresponding question,
found on the last part of each service area section in the questionnaire. These questions
should be asked to all respondents (150), except in rare instances that there is/are
respondent/s who are not aware on any service indicator under a specific service area. In
this case, the Questionnaire Number corresponding the respondent/s should be indicated in
the column under “Quest. # with those not aware of any service indicator” in the sheet
SA_overall of the score generator.

7.1.3. Citizen’s Overall Satisfaction and Need for Action Percentage Score
The citizen’s overall satisfaction and need for action percentage scores refer to the overall
services provided by the LGU to the citizens during the past twelve (12) months. Questions
on the last part of the CSIS questionnaire refer to these. All 150 respondents should be asked
of these questions.
The percentage scores will be derived by dividing the number of those who said yes to the
question and divide them by the total number of respondents who answered the question
(150). Express it in percentage.
7.2. Adjectival Ratings

Percentage scores are converted to adjectival ratings (i.e. from ratio to ordinal level of
measurement) to simplify prioritization process in the next section of this Toolkit.
Categorization is based on passing the test of 50%+MoE. A cutoff is computed for every
indicator which is determined by the base.
𝐶𝑢𝑡𝑜𝑓𝑓 = 0.5 + |𝑴𝒐𝑬|

𝟎. 𝟗𝟖
𝐶𝑢𝑡𝑜𝑓𝑓 = 0.5 + | |
√𝒏
Notes:
• The 0.5 represents 50% of the sample.
• As discussed in the sampling procedures, the following derived formula for the
margin of error will be used:
𝟎. 𝟗𝟖
𝑀𝒐𝑬 =
√𝒏
• As the base (𝑛) of the percentage score becomes smaller, the cutoff will be larger.
Thus, a larger percentage score is desired.
Following the above, the percentage score being tested should be equal or greater than the
cutoff in order to obtain a high adjectival rating. Therefore, the following condition can be
derived:
𝑃𝑒𝑟𝑐𝑒𝑛𝑡𝑎𝑔𝑒 𝑆𝑐𝑜𝑟𝑒 ≥ 0.5 + |𝑀𝑜𝐸|

0.98
𝑃𝑒𝑟𝑐𝑒𝑛𝑡𝑎𝑔𝑒 𝑆𝑐𝑜𝑟𝑒 ≥ 0.5 + | |
√𝑛
Table 6. Adjectival Ratings for the Percentage Scores and their Score Cut-offs and Interpretations
Adjectival Rating Condition Interpretation
High Equal or more than 50% + MoE More respondents…
Low Less than 50% + MoE Less respondents…
The Score Generator in the CSIS online portal automatically converts the percentage scores
into adjectival ratings. Thus, the LRI may skip computing each cutoff and proceed to the next
stage of data analysis.

Note:
• Those service indicators with a total frequency of less than 10 will get an adjectival
rating of ‘SMALL SAMPLE.’ Hence, these should not be interpreted in the report,
as the frequency is too small relative to the population to be analyzed.
• Adjectival ratings however will not be valid in cases when cut-offs are equal to or
more than 100%. They will be given an ‘INVALID’ adjectival code.
7.3. Action Grid

The Action Grid is another tool to prioritize the different services. Using the dimensions of
Satisfaction and Need for Action, indicators are regrouped into four quadrants to provide
general recommendations to the LGU and other audiences. The different quadrants represent
different areas for prioritization that local authorities and other stakeholders can assign to the
services.
Figure 8. The Action Grid: divides the services and service areas into four groups based on adjectival
ratings on satisfaction and need for action

7.3.1. Continued Emphasis
Services or service areas that belong to this quadrant are those that were rated high in
satisfaction and high in need for action. This may suggest that the quality of service delivery
may be good enough but there is still a need to take action on specific aspects. As a general
direction for this group, the service or service area should sustain positive aspects of service
delivery as cited by the respondents. However, since services under this group are identified
as those requiring action from the local government, there is still a need to act on aspects on
improvement or reform. Therefore, while sustaining the current service quality, the LGU may
still fine-tune on very specific facets of its delivery which can be suggested by reasons for non-
availment or satisfaction/dissatisfaction as cited by the respondents.
7.3.2. Exceeded Expectations
Services or service areas that belong to this quadrant are those that were rated high in
satisfaction but low in need for action. The general direction suggested for these service
areas is to sustain positive aspects of service delivery that were cited by the respondents.
Since this group is relatively rated low in the need for action, less attention on service delivery
reform may be expected. Additionally, certain priority commitments of the local government
specific to the service or service areas but were not cited in the CSIS as strong points for
satisfaction may be identified as areas for savings or reallocation to other more critical
services.
7.3.3. Secondary Priority
Services and service areas falling under Secondary Priority are those that were rated relatively
low in satisfaction and low in need for action. This may suggest that citizens view the
services as low performing based on their expectations but relatively do not need urgent action
from the local government as much as the others. As a general direction, the negative aspects
of the services as cited by respondents are suggested to be addressed but not as urgent or
as high priority as those rated high in need for action. This may suggest that need for action
may be minimal in terms of the cost and utilization of other resources.
7.3.4. Opportunities for Improvement
Services and service areas falling under Opportunities for Improvement are those targeted as
critical areas for improvement because they were rated relatively low in satisfaction but high
need for action. As a general direction, these services are deemed to be critical points for
serious quality improvements. The negative aspects of delivery of these services can be
presumed as drivers for dissatisfaction; but if addressed, they can be potential drivers for
satisfaction. Therefore, services falling under this quadrant should be given the highest priority
and attention than those in other quadrants. These services or service areas may also suggest
or reflect local issues in the communities that demand attention of local authorities.

Table 7. Summary of the Action Grid Quadrant’s General Directions
ADJECTIVAL RATING
QUADRANTS GENERAL DIRECTION
CONDITIONS
Sustain positive aspects of services cited by

Continued High Satisfaction,
citizens. Fine-tune on specific aspects of
Emphasis High Need for Action
service delivery that can still be improved.
Sustain positive aspects of services cited by

Exceeded High Satisfaction,
citizens. Evaluate if other resource
Expectations Low Need for Action
commitments can be refocused.
Secondary Low Satisfaction,

Improve without increasing costs, if possible.
Priority Low Need for Action
Pay the greatest attention to service delivery

Opportunities Low Satisfaction,
improvement. Focus resources and efforts to
for Improvement High Need for Action
improve citizen satisfaction.
The general directions are suggestions only. The LRI can suggest expansion of the directions
into more specific steps. The qualitative data may hint general themes on how LGU can better
improve across services.
Steps in the Analysis of the Action Grid

1. Generate a list of the service indicators and their adjectival ratings for satisfaction
and need for action. This can be found on the ‘Action Grid’ sheet of the score
generator.
2. Classify the service indicators based on the groups represented by the four
quadrants with reference to the adjectival rating conditions specified above.
3. Visually represent the service indicator in the chart similar in that of Figure 8.
4. Discuss the results by comparing the services or service indicators based on their
adjectival ratings. Relate the general directions with themes and nuanced details
from qualitative responses from the reasons for non-availment,
satisfaction/dissatisfaction and general service area recommendations.
7.4. Analysis and Discussion of Processed Qualitative Data

The following steps shall guide how the processed qualitative data will be analyzed through a
discussion.
1. Mention first the most frequently cited themes.
2. Below each theme, cite the verbatim responses that are best to substantiate those
themes.
3. Highlight those with thick descriptions or with nuanced comments.
4. Highlight unique responses within a major theme to provide a better picture of how
responses could be similar or different to each other.

8. REPORT PREPARATION AND
EVALUATION
Reports are the major final outputs and deliverables of the LRI relative to the CSIS project
cycle. In the preparation of reports, there are certain minimum requirements and guidelines
that the LRI need to follow. Insights, additional information and innovative methods for analysis
are welcome as long as the minimum parts are included or implemented in the reports.
Two major reports are expected to be prepared by the LRI team: the Citizen Satisfaction
Report (CS Report) and the Project Implementation Report. The following sections explain
the basic requirements and guidelines of the report preparation.
8.1. Citizen Satisfaction Report Preparation

The Citizen Satisfaction Report is an important output of the implementation of the CSIS. It
contains the citizen satisfaction data and information to as the result of the survey. The LRI is
tasked to prepare the CS Report after data processing and analysis.
8.1.1. Outline
The minimum parts of the CS Report are the following:
1. About CSIS
2. Methodology
a. Sampling Procedures
b. Fieldwork Highlights
3. About the LGU
a. Basic Information
b. Service Delivery Profile
4. Profile of the Respondents
a. Distribution per barangay
b. Socio-demographic profile
c. Housing profile
5. Health Service: Detailed Findings
a. Health profile of respondents
b. Vaccination for infants/children
c. Pre-natal/post-natal/childbirth services
d. Free general consultations/access to secondary and/or tertiary health care
e. Free basic medicine or low-cost program
f. Prevention and management of communicable and non-communicable diseases
g. Basic dental/oral hygiene
h. Family planning/reproductive health services
i. Overall Service Area Assessment
i. Comparative Results
ii. Action Grid
iii. Overall Satisfaction Rating
iv. Overall Need for Action
v. Recommendations from Citizens

Continuation…
CS Report Outline
6. Support to Education: Detailed Findings
a. Profile of respondents with household members in public schools
b. Provision of medical and/or nutritional services to school clinics
c. Sports programs and activities
d. Scholarships and other assistance programs for students
e. Alternative learning system and/or other special education programs
f. Overall Service Area Assessment
ii. Action Grid
7. Social Welfare: Detailed Findings

a. Child and youth welfare program
b. Women’s welfare program
i. Violence Against Women and Their Children (VAWC) desk
c. Persons with disabilities (PWD) welfare program
i. Ramps (with 2-level handrails on both sides)
ii. PWD toilet
d. Older persons/senior citizens program
e. Family and community welfare program
f. Programs for internally displaced persons
g. Overall Service Area Assessment
ii. Action Grid
8. Governance and Response: Detailed Findings

a. Delivery of frontline services
b. Local government’s response or action on complaints against an office, official or
c. Mobile LGU services; provision of municipal/city services to the barangays
d. Conflict and dispute resolution in the barangays
e. Timely response on peace and order and public safety-related incidents
f. Traffic management
g. Disaster risk reduction and management
i. Evacuation center
ii. Early warning system
h. Public information services
i. Citizen’s charter
ii. Posted Full Disclosure Policy (FDP) documents: local budget and
finances, bids, and public offerings
i. Actions against illegal drugs
j. Knowledge on prevalent crimes
k. Experience with disasters and response
l. Knowledge on DILG-Initiated projects
m. Experience with water supply systems

Continuation…
CS Report Outline
n. Overall Service Area Assessment
ii. Action Grid
9. Public Works and Infrastructure: Detailed Findings

a. Barangay roads
b. Municipal/city roads and bridges
c. Barangay hall
d. Multipurpose halls or civic centers
e. Public markets and satellite markets
f. Public parks and open spaces
g. Road safety
h. Sports centers and facilities
i. Information and reading center
j. Municipal/city government buildings
k. Public cemetery
l. Flood control management system
m. Overall Service Area Assessment
ii. Action Grid
10. Environmental Management: Detailed Findings

a. Community-based greening projects
b. Air pollution control program
c. Solid waste management
i. Experience with solid waste management
d. Wastewater management
e. Clean-up programs/projects
f. Overall Service Area Assessment
ii. Action Grid
11. Economic and Investment Promotion

a. Employment, Livelihood and Business Promotion
i. Public employment services
ii. Regulation and supervision of businesses
iii. Promotion of barangay micro business enterprises
iv. Livelihood programs
v. Ease of doing business
1. Business One Stop Shop (BOSS)
2. Simplified business processing and licensing system

Continuation…
CS Report Outline
b. Tourism Promotion
i. Development and maintenance of tourist attractions
ii. Development and maintenance of tourist facilities
1. Tourist information and assistance center/desk
iii. Product/brand marketing and promotion of local goods and tourist
attractions
iv. Investment promotion activities such as trade fairs, fiestas, business
events and similar events
v. Organization, accreditation and training of tourism-related concessions
c. Assistance in Agricultural Production
i. Organization and development of farmers, fishermen and their
cooperatives
ii. Access to irrigation facilities or use of irrigation equipment
iii. Prevention and control of plant and animal pests and diseases; fish kills
and diseases
iv. Distribution of planting/farming/fishing materials and/or equipment
v. Access to facilities that promote agricultural production such as fish
hatcheries and breeding stations
vi. Water and soil resource utilization and conservation projects
vii. Post-harvest facilities such as crop dryers, slaughterhouses or fish
processing facilities
viii. Accessible farm harvest buying/trading stations
ix. Enforcement of fishery laws in municipal/city waters
d. Overall Service Area Assessment
ii. Action Grid
12. Response to COVID-19

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

8.1.2. Service Indicator Discussion
For every service indicator the following topics will be discussed:
a) Awareness
i. Percentage Scores
b) Availment
ii. Reasons for Non-Availment
c) Satisfaction
ii. Reasons for Satisfaction
iii. Reasons for Dissatisfaction
d) Needs for Action
8.1.3. General Guidelines
1. In introducing the CSIS in the CS Report, it is not required to copy and paste everything
from this Toolkit. Discuss only the relevant information for the LGU.
2. Percentage scores that should reflect in the CS Report should be similar with those with
the score generator. Do not round-off scores.
3. The service indicators in the CS Report should reflect those specified in the service
delivery baseline data.
4. Charts and/or tables are highly encouraged to be used when presenting the frequencies
of the variables.
5. Should ‘small sample’ appear to be the adjectival rating, make sure to explain in the report
what this means. Again, this should not be interpreted as high or low.
6. Be careful when making general conclusions or comments about relationships between

variables. 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. Make sure that if you are claiming an observation
similar as the above, this could be substantiated by data and proper statistical treatment.
7. Do not get stuck with a very rigid format of discussion. Let the data determine how you
discuss the results.
8. If there are insightful responses or thick descriptions from the qualitative data, allocate
more space to discuss them.
9. It is suggested that information is limited only to the names of the barangays drawn as samples.
The number of spots, number of respondents drawn, and questionnaire number assigned to
the barangays are not anymore required to be presented.
10. When stating the LGU in the report, it is encouraged that we address it as “Municipality of
XXX” or “City of XXX,” instead of “LGU XXX.”

8.2. Project Implementation Report Preparation
Equally important as the CS Report, the Project Implementation Report (PIR) details out 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 PIR format, for reference, is found on Annex K of this Toolkit.
8.2.1. Attachments
Documents used and/or accomplished by the LRI team in carrying out all the fieldwork
activities are also required to be attached to the PIR, to wit:
✓ Allocation of Sample Barangay

✓ SP-RS and FI Control
✓ Accomplished (signed) Service Delivery Baseline Data Sheet
✓ Accomplished (signed) Informed Consent Forms
8.3. CS Report and PIR Completion and Evaluation

It is important that before submitting the CS Report and Project Implementation Report, the
LRI Team ensures the completeness of all parts of the reports, logical consistency of all data
presented, accuracy of CSIS results, and reliability of information. Even the structure, format,
and grammar of the reports should be checked by the LRI. The reports are considered as the
LRI’s final output. Therefore, the LRI team is encouraged to accomplish the CSIS Project
Completion and Evaluation Form as a self-evaluation to prevent repetitious submission of
project output to the DILG. A step-by-step guide on how to submit the reports through the
CSIS portal may be found at Annex P.
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 the reports to the BLGS. Afterwards, BLGS will
check the completeness of the information in the report and on how the essential data is
interpreted and analyzed. While sometimes some recommendations are directed on finer
details such as basic grammar, formatting, and pagination, these are only secondary. Should
the BLGS find any correction, the reports will be endorsed to the ROs recommending revisions
for the LRI. To ensure that the evaluation is also thorough, the reviewing process will be
undertaken in the CSIS portal which offers a standardized template for reviewing (Annex P).
Once the reports have complied with the standards based on the final evaluation and have
been approved by BLGS in the portal, the RO and the LRI may already proceed towards
setting up the FGD with CSOs, followed by the UC.

9. FOCUS GROUP DISCUSSION WITH
CIVIL SOCIETY ORGANIZATIONS
At most one (1) week before the UC, a separate FGD with CSOs on the CSIS results shall
take place. The list of CSOs to be invited in this activity is determined by matching the service
areas with the profiles of the CSOs. These include grassroots and highly organized CSOs to
widen the perspective of the discussions. LGUs shall be informed first, as part of courtesy,
before conducting this activity.
The main output of this activity is an FGD Report, which will be presented during the UC and
may be utilized by the LRIs and LGUs to formulate projects which also aim to address the
service delivery gaps identified in the CSIS results. The DILG may fund chosen projects
through the DILG Technical Assistance (TA) Program and the Civil Society Participation Fund
(CSPF), under the CSO-Peoples Participation Partnership Program (CSO-PPPP) Framework.
9.1. Objectives
The FGD with CSOs aims to provide an avenue to undertake the following objectives:
A. Outcome Level
• To capacitate CSOs to better participate in local governance; and
• To deepen utilization and impact of the CSIS data and findings in local
governance.
• To establish and strengthen local government and civil society collaboration by
introducing an avenue for CSOs to conceptualize efforts that address gaps
identified from the CSIS results.
B. Activity Level
• To discuss and interpret citizen satisfaction results to civil society audience;
• To identify interventions from the CSOs that compel LGUs to address the
service delivery gaps identified in the CSIS Results;
• To formulate action plan(s) that aim to ensure interventions are fulfilled; and
• To introduce the CSPF, a small grant facility which aims to:
o Provide an enabling platform for CSO participation in the program
planning, implementation, and monitoring of the locality; and
o Provide technical and financial assistance to CSOs in support of
innovative programs or projects that have the potential to develop into
sustainable long-term solutions for local public service delivery gaps.
9.2. 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 their 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.
9.3. Output Specifications

The LRIs are expected to submit one (1) FGD Report that contains the following:
1. Overview
2. Description of the participants and the group arrangement
3. Summary of themes during the discussion by service area

a. Results cited by research participants
b. Summarized table on observations and plan of action
c. Challenges on the quality of municipal service delivery
d. 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 Recommendation 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
c. Transcript for each FGD group
A soft copy (.docx) and hard copy report shall be submitted to the designated CSIS RFP.

10. UTILIZATION CONFERENCE
After the preparation of final reports and the conduct of the FGD with CSOs, the results of the
CSIS could be better maximized for local development purposes if they were presented to the
LGU officials and if these authorities could commit specific interventions expected to address
gaps suggested by the data. To determine the level of appreciation of various stakeholders and
the usefulness of the CSIS data, as well as promoting it, Utilization Conferences are being
conducted.
It is an activity that serves as the highlight of the CSIS implementation, wherein the findings are
presented to concerned local chief executives (LCEs), vice mayor, sanggunian members,
department heads and local functionaries, academe partners, and representatives from locally
based NGAs and CSOs.
The main output of the UC is the formulation of the Citizen-driven Priority Action Plans (CPAPs),
which mainly contains the LGU’s response (plans and interventions) on the generated results of
the CSIS, along with the feedback or proposal generated after the conduct of the FGD with CSOs.
10.1. Objectives
The UC aims to provide an avenue to undertake the following objectives:
• Present and discuss the results of the CSIS to various stakeholders;
• Determine the level of appreciation of various stakeholders on the CSIS;
• Formulate strategies/interventions on how the LGU can utilize the results presented to
improve the delivery of local public services; and
• Establish agreement between stakeholders on their role in undertaking these strategies.
10.2. Participants
The following are the participants in each UC to be conducted:
• Representatives from the LGU

▪ Mayor
▪ Vice Mayor
▪ Municipal/City Councilors and LnB President
▪ Department Heads
▪ Municipal/City Administrator
▪ Municipal/City Planning and Development Officer
▪ Municipal/City Engineer
▪ Concerned Schools Division Superintendent
▪ Municipal/City Health Officer
▪ Municipal/City Agriculturist
▪ Municipal/City Social Welfare & Development Officer
▪ Municipal/City Environment and Natural Resources Officer
▪ Municipal/City Information Officer
▪ Municipal/City Tourism Officer

• Local Civil Society Organization Representatives, including Peoples Organizations (POs)
and Non-government Organizations (NGOs)
• Locally-based NGA Representatives
• Representatives from the Partner Local Resource Institute
• DILG Representatives (Regional, Province and Field Offices)
10.3. Technical Input

The following materials shall be used as tools for the Regional, Provincial and Field Offices in
managing the conduct of the activity:
1. CSIS Overview Presentation Template

2. CSIS Results Presentation Outline
3. FGD Report
4. Pledge of Commitment Template
5. CPAP Template
6. Prioritization Guide for the CPAP Formulation
7. Post-Activity Report Template
10.4. Roles of the DILG and the LRI

For the successful conduct of the UC, the following roles shall be performed:
The BLGS:
• Formulates and disseminates policies, guidelines, procedures and work
instructions that prescribe the conduct of the UC,
• Funds the cost of the UCs; and
• Provides technical assistance before and during the conduct of the UCs.
The DILG RO/FO:

• Leads and facilitates in the conduct of the UC,
• Facilitates consultations with the LCE and other stakeholders of the target
municipality/city, as may be necessary; and
• Submits and monitors the required outputs of the UC on the expected timeframe.
The LRI:
• Attends consultation meetings with the LCE and other stakeholders of the target
municipality/city, as may be necessary;
• Presents findings generated from FGD with CSOs as reflected in the report; and
• Serves as Resource Persons during the UC to present the CSIS results and actual
implementation procedures conducted in the field.

Table 8. Suggested Program Flow for UC
PRESENTATION OF RESULTS AND FOCUSED GROUP DISCUSSION
Time Sub-Activity OPR

8:30 – 9:00 AM Opening Program Regional Office
9:00 AM – 9:15 AM Message from the Municipal or City Mayor
Message from the DILG RD

9:15 AM – 9:30 AM
or Representative
Message from the LRI President
9:30 AM – 9:45 AM
or Representative
9:45 AM – 10:00 AM Introduction and Overview of the CSIS LGMED Chief or Staff
Presentation of the Results

10:00 AM – 11:00 AM LRI
Ceremonial Turnover of CS Report
Presentation of the Report

11:00 AM – 11:30 AM LRI
on FGD with CSOs
Moderator:
11:30 AM – 12:00 AM Open Forum
Field Officer
12:00 AM -1:00 PM Break
LGMED Chief, Staff,

1:00 PM – 3:00 PM FGD on the Results
and Field Officer
3:00 PM – 3:30 PM Presentation of the FGD Results LGU Department Heads
3:30 PM – 5:00 PM CPAP Formulation Field Officer

11. NATIONAL SUMMIT
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.
11.1. Objectives
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 DILG TA and/or CSPF engagements.
11.2. Participants
▪ Bureau/Service Directors, PMO Heads or representatives from the DILG CO
▪ DILG CSIS RFPs: LGMED Chief, and LGMED Technical Staff or LGCDD Technical Staff
▪ LRI Recipients of TA
▪ CSO Recipients of CSPF
11.3. Program Flow
1. Presentation of CSIS Results
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
service and bureau 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 this program, the DILG 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 https://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.

13. Annexes
Annex A Spot Allocation for LGUs with more than 30 barangays

Annex B Spot Allocation for LGUs with 30 or less barangays
Annex C Assigning Spot Numbers per selected barangay
Annex D SP-RS and FI Control
Annex E Spot Map With Details
Annex F Spot Map Without Details
Annex G Expanding the Coverage Area
Annex H Randomized Control for Household Number and Service Area
Annex I Sample Call Sheet (After Area Coverage)
Annex J Fieldwork Diary
Annex K Project Implementation Report
Annex L Service Delivery Baseline Data Template
Annex M Informed Consent Form
Annex N Questionnaire
Annex O Technical Notes
Annex P Online Portal User’s Guide
2021 CSIS Toolkit - Annexes 57

ANNEX A:
Spot Allocation for LGUs with more than 30 barangays
SAMPLING BY PROBABILITY PROPORTIONAL TO SIZE (pps)
Step 6. Generate
30 sample Step 7.
Step 3. Cumulative % Step 8. Based Step 4.
Step 2. numbers by Subtract 100
Step 1. Intervals on [E] and [F], Get a random
BARANGAYS Population Cumulative successively from all
% select sample start ranging
% adding the interval numbers >
barangays from 0 - 99
starting with the 100
random start.
lower limit upper limit
[A] [B] [C] [D] [G] 85 [E] [F]=[E] -100
LIPA CITY (TOTAL) 283,468 100.0

Adya 1,891 0.7 0.7 0.0 0.7 1 85.0
Anilao 3,126 1.1 1.8 0.8 1.8 6 Step 5. 2 88.3
Compute for
Anilao-Labac 2,733 1.0 2.7 1.9 2.7 3 91.6
interval:
Antipolo Del Norte 5,604 2.0 4.7 2.8 4.7 100/30 4 94.9
Antipolo Del Sur 6,332 2.2 6.9 4.8 6.9 7 5 98.2
Bagong Pook 5,509 1.9 8.9 7.0 8.9 8 3.3 6 101.5 1.5
San Sebastian (Balagbag) 4,016 1.4 10.3 9.0 10.3 7 104.8 4.8
Balintawak 12,918 4.6 14.9 10.4 14.9 9 - 10 8 108.1 8.1
Banaybanay 10,111 3.6 18.4 15.0 18.4 11 9 111.4 11.4
Bolbok 5,473 1.9 20.4 18.5 20.4 10 114.7 14.7
Bugtong na Pulo 4,786 4,786 1.7 22.0 20.5 22.0 12 11 118.0 18.0
Bulacnin 5,599 2.0 24.0 22.1 24.0 12 121.3 21.3
Bulaklakan 1,432 0.5 24.5 24.1 24.5 13 13 124.6 24.6
Calamias 1,103 0.4 24.9 24.6 24.9 14 127.9 27.9

Cumba 2,399 0.8 25.8 25.0 25.8 15 131.2 31.2
Dagatan 4,401 1.6 27.3 25.9 27.3 14 16 134.5 34.5
Duhatan 2,106 0.7 28.1 27.4 28.1 17 137.8 37.8
Halang 1,961 0.7 28.8 28.2 28.8 18 141.1 41.1
Inosloban 7,910 2.8 31.5 28.9 31.5 15 19 144.4 44.4
Kayumanggi 4,813 1.7 33.2 31.6 33.2 20 147.7 47.7
Latag 4,207 1.5 34.7 33.3 34.7 16 21 151.0 51.0
Lodlod 8,210 2.9 37.6 34.8 37.6 22 154.3 54.3
Lumbang 3,735 1.3 38.9 37.7 38.9 17 23 157.6 57.6
Mabini 3,326 1.2 40.1 39.0 40.1 24 160.9 60.9
Malagonlong 2,199 0.8 40.9 40.2 40.9 25 164.2 64.2
Malitlit 1,762 0.6 41.5 41.0 41.5 18 26 167.5 67.5
Marauoy 14,107 5.0 46.5 41.6 46.5 19 27 170.8 70.8
Mataas Na Lupa 5,322 1.9 48.4 46.6 48.4 20 28 174.1 74.1
Munting Pulo 3,031 1.1 49.4 48.5 49.4 29 177.4 77.4
Pagolingin Bata 1,206 0.4 49.9 49.5 49.9 30 180.7 80.7
Pagolingin East 2,004 0.7 50.6 50.0 50.6
Pagolingin West 1,384 0.5 51.1 50.7 51.1 21
Pangao 4,507 1.6 52.6 51.2 52.6
Pinagkawitan 6,570 2.3 55.0 52.7 55.0 22
Pinagtongulan 2,908 1.0 56.0 55.1 56.0
Plaridel 4,326 1.5 57.5 56.1 57.5
Poblacion Barangay 1 4,147 1.5 59.0 57.6 59.0 23
Poblacion Barangay 10 2,793 1.0 60.0 59.1 60.0
Poblacion Barangay 11 389 0.1 60.1 60.1 60.1
Poblacion Barangay 2 3,548 1.3 61.3 60.2 61.3 24

ANNEX B:
Spot Allocation for LGUs with 30 or less barangays
POPULATION SAMPLE SIZE PER

BARANGAY
[C]:
[A] [B]= 30/96,578*[A] ROUND
OFF [B]
CITY OF BISLIG 96,578 30.0 30
1 Bucto 752 0.2 0
2 Burboanan 1,442 0.4 1
3 San Roque (Cadanglasan) 5,722 1.8 2
4 Caguyao 627 0.2 0
5 Coleto 1,222 0.4 0
6 Labisma 2,489 0.8 1
7 Lawigan 1,225 0.4 0
8 Mangagoy 34,975 10.9 11
9 Mone 1,620 0.5 1
10 Pamaypayan 1,608 0.5 1
11 Poblacion 9,550 3.0 3
12 San Antonio 1,158 0.4 0
13 San Fernando 2,559 0.8 1
14 San Isidro (Bagnan) 1,732 0.5 1
15 San Jose 2,911 0.9 1
16 San Vicente 2,543 0.8 1
17 Santa Cruz 946 0.3 0
18 Sibaroy 835 0.3 0
19 Tabon 13,370 4.2 4
20 Tumanan 877 0.3 0
21 Pamanlinan 861 0.3 0
22 Kahayag 1,312 0.4 0
23 Maharlika 2,681 0.8 1
24 Comawas 3,561 1.1 1

ANNEX C:
Assigning Spot Numbers per selected barangay
SAMPLE SPOTS
POPULATION
PER BARANGAY [D]:
[B] = [C]: SPOT
[A] 30/96,578 ROUND #S
* [A] OFF [B]
CITY OF BISLIG 96,578 30 30
1 Bucto 752 0.2 0

2 Burboanan 1,442 0.4 1 1
3 San Roque (Cadanglasan) 5,722 1.8 2 2-3
4 Caguyao 627 0.2 0
5 Coleto 1,222 0.4 0

6 Labisma 2,489 0.8 1 4
7 Lawigan 1,225 0.4 0

8 Mangagoy 34,975 10.9 11 5-15
9 Mone 1,620 0.5 1 16
10 Pamaypayan 1,608 0.5 1 17
11 Poblacion 9,550 3.0 3 18-20
12 San Antonio 1,158 0.4 0

13 San Fernando 2,559 0.8 1 21
14 San Isidro (Bagnan) 1,732 0.5 1 22
15 San Jose 2,911 0.9 1 23
16 San Vicente 2,543 0.8 1 24
17 Santa Cruz 946 0.3 0
18 Sibaroy 835 0.3 0

19 Tabon 13,370 4.2 4 25-28
20 Tumanan 877 0.3 0
21 Pamanlinan 861 0.3 0
22 Kahayag 1,312 0.4 0

23 Maharlika 2,681 0.8 1 29
24 Comawas 3,561 1.1 1 30

ANNEX D:
SP-RS and FI Control
Sample Random Questionnaires

Barangay Starting Point (SP) FI
Spot Start Start End
1 Burboanan Punong barangay’s house 5 A 1 5
2 San Roque Any house of worship 1 A 6 10
3 (Cadanglasan) Any government function hall 2 B 11 15
4 Labisma Any health facility 4 B 16 20
5 Any school 5 C 21 25
6 Punong barangay’s house 4 C 26 30
7 Any house of worship 2 D 31 35
8 Any government function hall 4 D 36 40
9 Any health facility 5 E 41 45
10 Mangagoy Any school 4 E 46 50
11 Punong barangay’s house 1 F 51 55
12 Any house of worship 3 F 56 60
13 Any government function hall 2 G 61 65
14 Any health facility 3 G 66 70
15 Any school 4 H 71 75
16 Mone Punong barangay’s house 2 H 76 80
17 Pamaypayan Any house of worship 5 I 81 85
18 Any government function hall 1 I 86 90
19 Poblacion Any health facility 1 J 91 95
20 Any school 1 J 96 100
21 San Fernando Punong barangay’s house 5 K 101 105
22 San Isidro (Bagnan) Any house of worship 3 K 106 110
23 San Jose Any government function hall 2 L 111 115
24 San Vicente Any health facility 2 L 116 120
25 Any school 4 M 121 125
26 Punong barangay’s house 5 M 126 130
Tabon
27 Any house of worship 2 N 131 135
28 Any government function hall 1 N 136 140
29 Maharlika Any health facility 2 O 141 145
30 Comawas Any school 5 O 146 150

ANNEX E:
Spot Map with Details
ANNEX F:
Spot Map Without Details

ANNEX G:
Expanding the Coverage Area

ANNEX H: Randomized Control for Household Number and Service Area
Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service
Number Number Area Number Number Area Number Number Area Number Number Area
1 1 D 21 1 J 41 1 I 61 1 H
2 2 E 22 2 D 42 2 J 62 2 I
3 3 F 23 3 E 43 3 D 63 3 J
4 4 G 24 4 F 44 4 E 64 4 D
5 5 H 25 5 G 45 5 F 65 5 E
6 6 I 26 6 H 46 6 G 66 6 F
7 7 J 27 7 I 47 7 H 67 7 G
8 8 D 28 8 J 48 8 I 68 8 H
9 9 E 29 9 D 49 9 J 69 9 I
10 10 F 30 10 E 50 10 D 70 10 J
11 1 G 31 1 F 51 1 E 71 1 D
12 2 H 32 2 G 52 2 F 72 2 E
13 3 I 33 3 H 53 3 G 73 3 F
14 4 J 34 4 I 54 4 H 74 4 G
15 5 D 35 5 J 55 5 I 75 5 H
16 6 E 36 6 D 56 6 J 76 6 I
17 7 F 37 7 E 57 7 D 77 7 J
18 8 G 38 8 F 58 8 E 78 8 D
19 9 H 39 9 G 59 9 F 79 9 E
20 10 I 40 10 H 60 10 G 80 10 F

Continuation… Randomized Control for Household Number and Service Area
Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service
Number Number Area Number Number Area Number Number Area Number Number Area
81 1 G 101 1 F 121 1 E 141 1 D
82 2 H 102 2 G 122 2 F 142 2 E
83 3 I 103 3 H 123 3 G 143 3 F
84 4 J 104 4 I 124 4 H 144 4 G
85 5 D 105 5 J 125 5 I 145 5 H
86 6 E 106 6 D 126 6 J 146 6 I
87 7 F 107 7 E 127 7 D 147 7 J
88 8 G 108 8 F 128 8 E 148 8 D
89 9 H 109 9 G 129 9 F 149 9 E
90 10 I 110 10 H 130 10 G 150 10 F
91 1 J 111 1 I 131 1 H
92 2 D 112 2 J 132 2 I
93 3 E 113 3 D 133 3 J
94 4 F 114 4 E 134 4 D
95 5 G 115 5 F 135 5 E
96 6 H 116 6 G 136 6 F
97 7 I 117 7 H 137 7 G
98 8 J 118 8 I 138 8 H
99 9 D 119 9 J 139 9 I
100 10 E 120 10 D 140 10 J

ANNEX I:
Sample Call Sheet (After Area Coverage)
(LGU XXX) Aug. 2, 2020 SP: Punong Barangay’s House

Spot #1 Barangay A1 8:00 am RS: 3
FI: A 2:00 pm
Status
Q# NAME ADDRESS TIME
C CB Ref
001 Name A 367 Rizal St Complete 8:30am
002 Name B 50 Luna St. (NQR) 8:35
003 Name C 54 Luna St. Complete 9:10
004 Name D 58 Luna St. Callback 11:30 9:15
005 Name E 2 Burgos St. Complete 10:15
002 Name B 6 Burgos St. Complete 11:15
004 Name F 4. Bonifacio St. Complete 2:00pm
ANNEX J:
Fieldwork Diary
DATE ENTRIES

ANNEX K:
Project Implementation Report
A. Project Documentation Matrix
Topic / Question No. / Incident
Issues and Concerns Action Taken Recommendations
Description
1. Sampling
a. Identifying the Starting Point
b. Identifying the target households
c. Identifying the target respondent
d. Others
2. Dispatching
a. Preparation of materials and requirements for data gathering
b. Area Assignment
3. Data Gathering
a. Introduction to the respondent
b. Questionnaire administration
c. Recording of responses
d. Data editing/ checking

4. Codebook Development
5. Data Encoding
6. Output Generation

B. LRI Research Team
[NAME OF LRI]
Citizen Satisfaction Index System 2021
[Name of City or Municipality]
Project Manager
Field Supervisors
Data Processor
Field Interviewers
Technical Support
C. Data Gathering Summary Sheet
[NAME OF LRI]
Citizen Satisfaction Index System 2021
[Name of City or Municipality]
Total number of barangays covered
Total number of sample spots
Total number of interview attempts
Total number of successful interviews
Total number of participating enumerators
Total number of days spent for data gathering
Average duration of interviews
Longest interview’s duration
Shortest interview’s duration
Other details desired to be disclosed

ANNEX L:

ANNEX M:
Informed Consent Form
The Citizen Satisfaction Index System (CSIS) is a set of data tools designed to gather
relevant citizen’s feedback on local governments’ service delivery performance and on
the citizen’s general satisfaction. The Department of the Interior and Local Government
(DILG) invests in the CSIS to empower citizens and communities by making them the
center of governance and local administration towards achieving equitable, sustainable,
and inclusive local development.
The CSIS uses multi-stage probability sampling in order to ensure that every citizen is
given an equal chance to be selected as a participant in the study with no preference for
any particular socio-demographic characteristic, political or ideological orientation
or religious belief. Residents are randomly sampled from the barangays of target LGUs.
The choice that you make neither will have bearing on the LGU services you may access,
nor you will receive any sanction should you decline participation. Your participation is
likely to help improve service delivery in your community.
Your answers will be held in strict confidentiality and will be used only for the purposes
of this project. Nothing that you tell us today will be shared with anybody outside the CSIS
team, and nothing will be attributed to you by name.
CONSENT OF PARTICIPANT
I have read the provided information, or it has been read to me. I have had the
opportunity to ask questions about the project and any questions I have been asked have
been answered to my satisfaction. I consent voluntarily to be a participant in this study.
___________________________________________________ ________________________
Signature over Printed Name of Respondent Date (MM/DD/YYYY)
FOR FIELD INTERVIEWER
I have accurately read out the information sheet to the potential participant, and to the
best of my ability made sure that the participant understands the procedures that will be
done.
I confirm that the participant was given an opportunity to ask questions about the project,
and all the questions asked by the participant have been answered correctly and to the
best of my ability. I confirm that the individual has not been coerced into giving consent,
and the consent has been given freely and voluntarily.
___________________________________________________ ________________________
Signature over Printed Name of Interviewer Date (MM/DD/YYYY)

Questionnaire Number
ANNEX O:
QUESTIONNAIRE
CITIZEN SATISFACTION INDEX SYSTEM (CSIS) SURVEY
INTERVIEW RECORD GEOGRAPHIC IDENTIFICATION
Date of Interview Province
Start Time Municipality/City
End Time Barangay
Length of Interview Minutes Purok
Spot
INTERNAL CONTROL
CSIS Name Signature
Field Interviewer
Field Supervisor
Project Manager
SUMMARY OF VISITS
Date/Time Result of Call Interviewer
Original
First call
Second call (max)
Substitute (after 2 unsuccessful callbacks):
INTRODUCTION OF FIELD INTERVIEWER
Good morning/afternoon. I am (name) from (name of institute/organization). We are conducting a study about people’s everyday
lives and their opinions that affect citizens. This study is called the Citizen Satisfaction Index System or the CSIS. Through this
study, we would like to know if you are contented or not with the basic services being offered by your LGU, such as health and
education, among others. Your answers will be held confidential. Your name will not be associated with your answers and your
identity will never be revealed. Your cooperation in this study will help improve the delivery of services from your local government
to you. May I ask who are the members of the household that are male or female (refer to questionnaire number) aged 18 years
old and above, and have been residing in this household for at least 6 months?
KISH GRID/ PROBABILITY RESPONDENT SELECTION

ESTABLISH THE PROBABILITY RESPONDENT BASED ON HH MEMBERS AT LEAST 18 YRS. OLD USING THE KISH GRID BELOW:
FOR ODD-NO. QUESTIONNAIRES, PRE-LIST MALE HH MEMBERS;

FOR EVEN NO. QUESTIONNAIRES, PRE-LIST FEMALE HH MEMBERS.
( ) MALE ( ) FEMALE QM HOUSEHOLDNUMBER

NAME AGE NO.
NO. 1 2 3 4 5 6 7 8 9 10
1 1 1 1 1 1 1 1 1 1 1
2 1 2 1 1 2 2 1 1 2 2
3 3 3 2 2 1 1 3 3 1 2
4 4 1 3 4 3 1 2 2 1 2
5 1 1 5 3 2 2 4 5 4 3
6 6 4 1 5 4 1 2 6 3 5
7 5 2 3 1 7 7 3 2 6 4
8 2 5 4 1 6 3 5 4 8 7
9 3 4 6 7 5 8 1 9 2 6
10 7 8 3 2 4 1 6 10 5 9
11 11 10 9 6 8 5 3 1 7 4
12 1 3 7 5 6 4 8 10 12 9
NAME OF PROBABILITY RESPONDENT: _______________________________________________________________
SUBSTITUTION VARIABLES:
Sex: Working Status: Working 1 (codes 1-2 of A7 on page 2)
Actual Age: ___ Not working 2 (codes 3-8 of A7 on page 2)
Age Groups: 18 – 24 45 – 54
25 – 29 55 – 64
30 – 34 65 – 74
35 – 39 75 & above
40 – 44
SERVICE AREA ORDER

TO THE INTERVIEWER: Start from the Service Area corresponding to the encircled letter.
2021 CSIS MANUAL - Annexes 76

A. RESPONDENT’S SOCIO-DEMOGRAPHIC PROFILE
A1. Relationship to HH head
(cont.)
9 – Doctorate
ENCIRCLE CODE. SINGLE RESPONSE. 10 – Vocational/TVET
11 – Apprenticeship
1 – Household Head 99 – Others (Specify)
2 – Spouse/Partner
3 – Son/Daughter
4 – Brother/Sister A6. Still goes to school?
5 – Son-in-law/Daughter-in-law
6 – Grandson/Granddaughter ENCIRCLE CODE. SINGLE RESPONSE.
7 – Father/Mother
8 – Other relative 1 – Yes
9 – Boarder 2 – No
10 – Domestic Helper
11 – Non-relative A7. Employment status
A2. Sex ENCIRCLE CODE. SINGLE RESPONSE.
IF RESPONSE IS NOT 1 OR 2, DO NOT ASK A8 & A9
1 – Male
2 – Female 1 – Working at least 40 hours a week
2 – Working less than 40 hours a week
A3. Age 3 – Not employed but looking for work; have worked in the past
4 – Not employed but looking for work; have not worked in the past
COPY FROM KISH GRID 5 – Not employed, not looking for work; have not worked in the past
6 – Not employed, not looking for work; have worked in the past
7 – Student (not working)
A3.1. Age group
8 – Retired (not working or too old to work)
1 – 18 to 24 6 – 45 to 54
2 – 25 to 29 7 – 55 to 64 A8. Place of work
3 – 30 to 34 8 – 65 to 74
4 – 35 to 39 9 – 75 and above ENCIRCLE CODE. SINGLE RESPONSE.
5 – 40 to 44
1 – Within the barangay
2 – Within the municipality/city
A4. Civil status
3 – Within the province
4 – Within the region
ENCIRCLE CODE. SINGLE RESPONSE. 5 – Within the country
1 – Single
A9. Occupation category
2 – Married
3 – Widow/er
4 – Separated/Annulled ENCIRCLE CODE. SINGLE RESPONSE.
5 – Common Law/Live-in
1 – Officials of Government, Corporate Managers
2 – Managing Proprietors and Supervisors
A5. Highest educational attainment
3 – Professionals
4 – Technicians and Associated Profressionals
ENCIRCLE CODE. SINGLE RESPONSE. 5 – Clerks
6 – Service, Shops, Market Workers
1 – Elementary Undergraduate
7 – Farmer/Forestry, Fisherman
2 – Elementary Graduate
8 – Traders and related workers
3 – High School Undergraduate
9 – Plant/Machine Operators
4 – High School Graduate
10 – Laborers/Unskilled workers
5 – College Undergraduate
11 – Entertainment
6 – College Graduate
97 – No response/Unknown/Cannot Remember
7 – Masters Undergraduate
99 – Others (Specify)
8 – Masters Graduate
2
B. HOUSING PROFILE
BENEFICIARY OF PANTAWID PAMILYANG PILIPINO PROGRAM
NO. QUESTIONS AND FILTERS CODING CATEGORIES
B1 Is your household currently a beneficiary of the Pantawid YES ........................................................................................................................ 1
Pamilyang Pilipino Program (4Ps)? NO........................................................................................................................... 2
HOUSING OCCUPANCY
B2 Do you own this house? OWNER, OWNER-LIKE POSSESSION OF HOUSE AND LOT......................... 1
RENT HOUSE/ROOM, INCLUDING LOT............................................................... 2
OWN HOUSE, RENT-FREE LOT WITH OWNER’S CONSENT........................ 3
OWN HOUSE, RENT-FREE LOT WITHOUT OWNER’S CONSENT………….. 4
RENT-FREE HOUSE AND LOT WITH OWNER’S CONSENT.......................... 5
RENT-FREE HOUSE AND LOT WITHOUT OWNER’S CONSENT................... 6
OTHERS (Specify) 99
BASIC UTILITIES
B3 What kind of toilet facility does your household have? FLUSH/WATER-SEALED TOILET
OWN TOILET........................................................................... 1
SHARED TOILET..................................................................... 2
PIT TOILET/LATRINE.......................................................................................... 3
DROP/OVERHANG.............................................................................................. 4
NO TOILET/OPEN FIELD.................................................................................... 5
OTHERS (Specify) 99
B4 What is your household’s source of drinking water? COMMUNITY WATER SYSTEM

OWN USE (Own faucet) ………………………………… 1
SHARED WITH OTHERS ………………………………. 2
DEEP WELL/ARTESIAN WELL……………………………………………………… 3
RIVER, STREAM, LAKE AND OTHER BODIES OF WATER.......................... 4
BOTTLED WATER ............................................................................................. 5
OTHERS (Specify) _ 99
B5 What is your household’s source of electricity? ELECTRICITY OWN CONNECTION................................................................... 1

ELECTRICITY SHARED CONNECTION............................................................. 2
BATTERY............................................................................................................. 3
GENERATOR....................................................................................................... 4
NONE................................................................................................................... 5
OTHERS (Specify) 99
B6 Where do you primarily hear about the services, programs, TELEVISION........................................................................................................ 1
projects or activities of your municipal/city government? RADIO.................................................................................................................. 2
SINGLE RESPONSE. NEWSPAPER...................................................................................................... 3
FAMILY/FRIENDS............................................................................................... 4
INTERNET........................................................................................................... 5
MUNICIPAL/CITY GOVERNMENT………………….………………………………. 6
BARANGAY OFFICIALS AND PERSONNEL………............…………………….. 7
OTHERS (Specify) _ 99
HOUSEHOLD’S MONTHLY INCOME

B7
How much is your household’s average monthly income?
RESPONDENT CONTACT INFORMATION

May I have your complete address and contact number(s) so that I can conveniently contact you if ever there is missing
information or any clarification pertaining to our interview today? Again, all personally identifiable information will be
kept strictly confidential.
Name
Address
Contact Number(s)
3
D. HEALTH SERVICES
Now let us talk about the health services available in your area during the past 12 months.
D1. During the past 12 months, did you ever get sick?
Yes 1
No 2→GO TO D8
D2. What was the most serious sickness that you had in the past 12 months?
ENCIRCLE CODE. SINGLE RESPONSE.
Influenza (and associated symptoms—coughs, colds) 1
Pneumonia (and other acute respiratory illnesses—bronchitis) 2
Tuberculosis 3
Heart ailment (and other associated diseases of the vascular system-- hypertension) 4
Diabetes 5
Dengue 6
Cancer (all forms) 7
Pregnancy-related 8
Measles/chicken pox 9
Diarrhea 10
No response/Unknown/Cannot Remember 97
Others (Specify) 99
D3. Did you consult a medical/health service provider when you got sick of (most serious sickness)?
Yes 1
No 2 →GO TO D8
D4. Did you consult a public service provider when you got sick of (most serious sickness?)
Yes 1
No 2 →GO TO D8
D5. Where did you go first to seek medical consultation when you got sick of (most serious illness)?
DO NOT AID RESPONDENT. PROBE, IF NECESSARY.
Barangay health center

Within the barangay (Name of health center) ............................................................................... 1
Outside the barangay.................................................................................................................. 2
Municipality/city-operated health center/hospital
Within your municipality/city (Name of Health Center/Hospital) .................................................... 3
Outside your municipality/city (Name of Health Center/Hospital) .................................................. 4
Provincially-owned/operated hospital (N/A for NCR)
Within the province (Name of Hospital) ........................................................................................5
Outside the province....................................................................................................................6
State owned hospitals within the municipality/city (print examples) ........................................................7
State owned hospitals within the province (print examples) ...................................................................8
State owned hospitals outside the province (print examples) .................................................................9
IF NOT SURE WHICH CATEGORY THE HEALTH FACILITY FALLS UNDER, WRITE NAME OF THE
PUBLIC HEALTH FACILITY BELOW AND SEEK ASSISTANCE FROM PROJECT TEAM AFTER INTERVIEW.
D6. What is the primary reason why you chose to consult (ANSWER IN D5)?
RECORD RESPONSE IN VERBATIM.
D7. After consulting with (ANSWER IN D5), did you still consult other public health facilities?
Yes 1
No 2 →GO TO D8
4
D8. Based on what you are aware of, what are the health programs being implemented by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM/SERVICE ONE BY ONE AND ASK IF RESPONDENT IS AWARE.
IF NOT AWARE OF ANY, GO TO D14.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER UNDER
D8 IN THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK D9 -D11, THEN GO
TO D12.
D9. Did you or any of your household members avail of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO D10-D11, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE
RESPONDENT SAID THEY WERE AWARE OF.
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO D9.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT
SAID THEY WERE AWARE OF.
D9.1 Why were you not able to avail of (STATE SERVICE)?

RECORD RESPONSES IN VERBATIM UNDER “REASONS” IN THE ANSWER GRID. USE EXTRA SHEETS IF NECESSARY.
D10. Were you satisfied or not with (STATE SERVICE)?

IF SATISFIED, ASK D10.1, OTHERWISE ASK D10.2; FOR EITHER RESPONSE, PROCEED TO D11.
D10.1 Why were you satisfied with the (STATE SERVICE)?

D10.2 Why were you not satisfied with the (STATE SERVICE)?
D11. Would you say that the (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER D9-D11 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWER.
D12. On the overall, were you satisfied or not with the health services provided by your local government?
Satisfied 1
Not satisfied 2
D13. On the overall, would you say that the health services/programs need or do not need appropriate action from the local
government?
Need appropriate action 1
Do not need appropriate action 2
D14. In your opinion, what should your local government primarily do to take care of the health of those who reside in your
locality?
RECORD RESPONSES IN VERBATIM.
5
ANSWER GRID FOR D. HEALTH
D8 D9 D10
REASONS D11
Awareness Availment Satisfaction (Program/service...)
(D9.1 / D10.1 / D10.2)
CODES PROGRAMS AND SERVICES (of program/ (of program/ (with program/
(for non-availment/ satisfaction/ dissatisfaction) Needs Action
service) service) service)
YES NO YES NO YES NO YES NO
DHSi. Vaccination for infants/children 1 2 1 2 1 2 1 2
DHSii. Pre-natal/post-natal/childbirth services 1 2 1 2 1 2 1 2
Free general consultations/access to

DHSiii. secondary and/or tertiary health care 1 2 1 2 1 2 1 2
Free basic medicine or low-cost medicine

DHSiv.
program
1 2 1 2 1 2 1 2
Prevention and management of

DHSv. communicable and non-communicable 1 2 1 2 1 2 1 2
diseases
DHSvi. Basic dental/oral hygiene 1 2 1 2 1 2 1 2
DHSvii. Family planning/reproductive health services 1 2 1 2 1 2 1 2
6
E. SUPPORT TO EDUCATION
Now let us talk about the services/programs related to education in your locality during the past 12 months.
E1. During the past 12 months and at present, was there a member of your household who studied in an
elementary and/or high school within your town?
Yes 1
No 2→GO TO E6
E2. May we know who among your household members studied in elementary and/or high school in the past 12 months?
GET THE NAME(S) FIRST BEFORE PROCEEDING TO E3 TO E5. WRITE ANSWERS IN THE TABLE BELOW.
E3. What grade level was (NAME OF STUDENT) in?
E4. Did (NAME OF STUDENT) study in a public or private school?

IF RESPONSE IS “PRIVATE”, PROCEED TO NEXT NAME OR E6.
E5. What was the primary reason why (NAME OF STUDENT) studied in this public school?
DO NOT AID RESPONDENT, I.E. DO NOT READ CHOICES TO RESPONDENT
E3 E4 TYPE
E2 E5
LEVEL
Name Public Private Reasons
(K-12)
1 2
1 2
1 2
1 2
1 2
1 2
CODES FOR E5
1 – Free tuition fee 6 – Adequate and well-maintained school facilities
2 – Low tuition fee 7 – Good school management
3 – Enough number of classrooms 8 – Free books and other school materials
4 – Good quality of teaching 9 – School is located near our home
5 – Enough number of teachers 99 – Others (Specify)
E6. Based on what you are aware of, what are the programs/services being implemented by your local government to
support the needs of the public schools in your municipality/city?
MULTIPLE RESPONSE: MENTION EACH PROGRAM/SERVICE ONE BY ONE AND ASK IF RESPONDENT IS AWARE.
IF NOT AWARE OF ANY GO TO E12.
FOR EACH PROGRAM AWARE OF IN E6, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER.
FOR EACH PROGRAM/SERVICE, ASK E7-E9 THEN GO TO E10.
E7. Did you or any of the household members availed of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE PROGRAM/SERVICE, PROCEED TO E8-E9, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
THE RESPONDENT SAID THEY WERE AWARE OF.
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO E7.1, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
E7.1. Why were you not able to avail of the (STATE SERVICE)?
RECORD RESPONSES IN VERBATIM UNDER “REASONS” IN THE ANSWER GRID.
7
E8. Were you satisfied or not with (STATE SERVICE)?
IF SATISFIED, ASK E8.1, OTHERWISE ASK E8.2; FOR EITHER RESPONSE, PROCEED TO E9.
E8.1. Why were you satisfied with (STATE SERVICE)?
E8.2. Why were you not satisfied with (STATE SERVICE)?

E9. Would you say that the (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER E7-E9 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
E10. On the overall, were you satisfied or not with the services/programs towards support to education provided by your local
government?
Satisfied 1
Not satisfied 2
E11. On the overall, would you say that the services/programs towards support to education need or do not need
appropriate action from the local government?

E12. In your opinion, what should your municipal government primarily do to support or augment the service delivery of
public schools in your locality?
8
ANSWER GRID FOR E. SUPPORT TO EDUCATION
E6 E7 E8
REASONS E9
Awareness Availment Satisfaction (Program/service..)
(E7.1 / E8.1 / E8.2)
Provision of medical and/or nutritional

EBSi 1 2 1 2 1 2 1 2
services to school clinics
EBSii Sports programs and activities 1 2 1 2 1 2 1 2
Scholarships and other assistance programs

EBSiii 1 2 1 2 1 2 1 2
for students
Alternative learning system and/or other

EBSiv 1 2 1 2 1 2 1 2
special education programs
9
F. SOCIAL WELFARE SERVICES
Now, let us talk about the social welfare services in your locality during the past 12 months.
F1. Based on what you are aware of, what are the social welfare programs being implemented by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF ANY
PROGRAM, GO TO F7.
FOR ITEMS WITH SUB-INDICATORS, PROCEED TO F1.A.
FOR EACH PROGRAM/SERVICE AWARE OF IN F1, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S
ANSWER. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK F2 -F4, THEN GO TO F5.
F1.A. Based on what you are aware of, what social welfare programs under (SERVICE AREA INDICATOR) are
being implemented by your local government?
MENTION EACH SUB-INDICATOR ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF ANY SUB -
INDICATOR, PROCEED TO NEXT SERVICE AREA INDICATOR.
INSTRUCTIONS FOR SUB-INDICATORS SHOULD FOLLOW THE INSTRUCTIONS FOR SERVICE AREA INDICATORS IN
THE NEXT SET OF QUESTIONS.
F2. Did you or any of your household members avail of (STATE SERVICES) in the past 12 months?
IF AVAILED OF THE PROGRAM/SERVICE, PROCEED TO F3-F4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO F2.1, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
F2.1. Why were you not able to avail of the (STATE SERVICE) ?
F3. Were you satisfied or not with (STATE SERVICE)?

IF SATISFIED, ASK F3.1, OTHERWISE ASK F3.2; FOR EITHER RESPONSE, PROCEED TO F4.
F3.1. Why were you satisfied with the (STATE SERVICE)?

F3.2. Why were you not satisfied with the (STATE SERVICE)?
RECORD RESPONSES IN VERBATIM UNDER “REASONS” IN THE ANSWER GRID. USE EXTRA SHEET S IF NECESSARY.
F4. Would you say that the (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER F2-F4 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
F5. On the overall, were you satisfied or not with the social welfare services provided by your local government?
Satisfied 1
Not satisfied 2
F6. On the overall, would you say that the social welfare services/programs need or do not need appropriate action from
the local government?
F7. In your opinion, what should your local government primarily do to improve the social welfare services in your locality?
10
ANSWER GRID FOR F. SOCIAL WELFARE SERVICES/PROGRAM
F1 F2 F3
Reasons F4
Awareness Availment Satisfaction (Program/service...)
CODES PROGRAMS AND SERVICES (F2.1/F3.1/F3.2)
(of program/ (of program/ (with program/
FSSi. 1 2 1 2 1 2 1 2
Child and youth welfare program
Women’s welfare program 1 2 1 2 1 2 1 2
1. Violence Against Women and Their

Children (VAWC) Desk *
FSSii. IF RESPONDENT IS AWARE, ANSWER THE
QUESTION BELOW BEFORE PROCEEDING TO
AVAILMENT. 1 2 1 2 1 2 1 2
At which facility/building is this located?

_____________________________
Persons with disabilities (PWD) welfare

program 1 2 1 2 1 2 1 2
FSSiii. 1. Ramps (with 2-level handrails on

both sides)
1 2 1 2 1 2 1 2
2. PWD Toilet 1 2 1 2 1 2 1 2
FSSiv. Older persons/senior citizens program 1 2 1 2 1 2 1 2
FSSv. Family and community welfare program 1 2 1 2 1 2 1 2
FSSvi. Programs for internally displaced persons 1 2 1 2 1 2 1 2
11

G. GOVERNANCE AND RESPONSE
Now let us talk about the management and response of your local government/officials to the basic services in your
locality during the past 12 months.
G1. Based on what you are aware of, what services/transactions geared towards good governance and response are
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO G7 .
FOR ITEMS WITH SUB-INDICATORS, PROCEED TO G1.A.
FOR EACH PROGRAM THAT RESPONDENT IS AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S
ANSWER UNDER D8 IN THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK G2-
G4, THEN GO TO G5.
G1. A. Based on what you are aware of, what services/transactions under (STATE SERVICE AREA INDICATOR)
are being implemented by your local government?
MENTION EACH SUB-INDICATOR ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF
ANY SUB-INDICATOR, PROCEED TO THE NEXT SERVICE ARE INDICATOR.
IF RESPONDENT ANSWERED “YES” ON ITEMS MARKED WITH AN ASTERISK, PROCEED TO G1.A.1.
G1. A.1. Where is this infrastructure/service located?

DO NOT AID RESPONDENT. RECORD RESPONSES IN VERBATIM.
FOR QUESTION ON FDP, RESPONSE MAY BE A PHYSICAL LOCATION OR ONLINE MEDIU M.
INSTRUCTIONS FOR SUB-INDICATORS SHOULD FOLLOW THE INSTRUCTIONS FOR SERVICE AREA INDICATORS
IN THE NEXT SET OF QUESTIONS.
G2. Did you or any of your household members avail of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE PROGRAM/SERVICE, PROCEED TO G3-G4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO G2.1, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE
G2.1. Why were you not able to avail of the (STATE SERVICE)?
G3. Were you satisfied or not with (STATE SERVICE) that you have availed?
IF SATISFIED, ASK G3.1, OTHERWISE ASK G3.2; FOR EITHER RESPONSE, PROCEED TO G4.
G3.1. Why were you satisfied with the (STATE SERVICE)?

G3.2. Why were you not satisfied with (STATE SERVICE)?
G4. Would you say that (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER G2-G4 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
G5. On the overall, were you satisfied or not with the governance and response services provided by your local
government?
Satisfied 1
Not Satisfied 2
G6. On the overall, would you say that governance and response services/programs need or do not need appropriate
action from the local government?
G7. In your opinion, what should your local government primarily do to improve its response to transactions or services
mentioned?
2 0122 1 C S I S M A N U A L - A n n e x e s 87
ANSWER GRID FOR G. GOVERNANCE AND RESPONSE
G1 G2 G3 G4
REASONS
Awareness Availment Satisfaction (Service/
(G2.1 / G3.1 / G3.2) transaction…)
CODES Governance and Response Services/ Programs (of service/ (of service/ (with service/
(for non-availment/ satisfaction/ dissatisfaction)
transaction) transaction) transaction) Needs Action
GGPi. Delivery of frontline services 1 2 1 2 1 2 1 2
Local government’s response or action on
GGPii. complaints against an office, official or personnel 1 2 1 2 1 2 1 2
of the LGU
Mobile LGU services; provision of municipal/city
GGPiii.
services to the barangays
1 2 1 2 1 2 1 2
GGPiv. Conflict and dispute resolution in the barangays 1 2 1 2 1 2 1 2
Timely response on peace and order and public
GGPv.
safety-related incidents
1 2 1 2 1 2 1 2
GGPvi. Traffic management 1 2 1 2 1 2 1 2
Disaster risk reduction and management 1 2 1 2 1 2 1 2

1. Evacuation center*
IF RESPONDENT IS AWARE, ANSWER BOTH
QUESTIONS BELOW BEFORE PROCEEDING TO
AVAILMENT.
GGPvii. 1 2 1 2 1 2 1 2
__________________________________________
In which barangay? __________________________
2. Early warning system 1 2 1 2 1 2 1 2

Public information services 1 2 1 2 1 2 1 2
1. Citizen’s charter 1 2 1 2 1 2 1 2
2. Posted Full Disclosure Policy (FDP)
documents: local budget and finances, bids and
GGPviii. public offerings*
IF RESPONDENT IS AWARE, ANSWER THE QUESTION
BELOW BEFORE PROCEEDING TO AVAILMENT. 1 2 1 2 1 2 1 2
ANSWER MUST BE ONE (1) LOCATION AT MOST.
Name a conspicuous place where these are located:

_________________________________________
GGPix. Actions against illegal drugs 1 2 1 2 1 2 1 2
13
PEACE AND ORDER
G8. To your knowledge, has there been any crime committed in your municipality/city in the past 12 months?
Yes 1
No 2 →GO TO G11
G9. To your knowledge, what were the crimes committed here in your locality?
MULTIPLE RESPONSE. DO NOT AID RESPONDENT.
ENCIRCLE THE NUMBERS CORRESPONDING TO RESPONDENT’S ANSWER UNDER G9 OF TABLE BELOW.
FOR EVERY RESPONSE, PROCEED TO G10.
G10. In the past 12 months, do you think cases of (ANSWER IN G9) in your community has…
Increased 1 Stayed about the same 3

Decreased 2 Can’t determine 4
RECORD RESPONSES UNDER THE G10 COLUMN.
G9 G10
CODE Crimes Prevalent crimes Severity
POi. Drug trafficking 1
POii. Murder/homicide/parricide 2
POiii. Mauling/physical injury 3
POiv. Rape 4
POv. Extortion 5
POvi. Kidnapping/illegal detention 6
POvii. Human trafficking 7
POviii. Robbery/theft 8
POix. Cattle rustling 9
POx. Car jacking 10
POxi. Destruction of property 11
POxii. Fraud 12
POxiii. Others (Specify) 99
DISASTER MANAGEMENT
G11. Did you or your community experience any G13. Did anyone respond to the victims of the
physical disaster/calamity in the past 12 months? disaster/calamity?
Yes 1 Yes 1
No 2 →GO TO G15 No 2 →GO TO G15
G12. What was the worst disaster/ calamity that you or G14. Who responded first to the needs of those affected?
your community experienced in the past 12
months? SINGLE RESPONSE.
DO NOT AID RESPONDENT.
SINGLE RESPONSE.
DO NOT AID RESPONDENT. Barangay ......................................................... 1
IF RESPONDENT GIVES MORE THAN ONE, ASK WHICH Muncipal or city government .................................. 2
THEY CONSIDER THE WORST IN TERMS OF IMPACT. Provincial government ........................................... 3
Typhoon ................................... 1 National government ....................................... 4
Flood ........................................ 2 Non-government sector (incl. NGOs, relief
Landslide ................................. 3 volunteers, media, religious groups, etc.) ............... 5
Fire .......................................... 4 Others (Speci
Earthquake .............................. 5
Drought ............................. ……6
Others (Specify)…………………99
14
DILG-INITIATED PROGRAMS
G15. To your knowledge, what infrastructures and projects categorized under the following DILG-Initiated programs are
MULTIPLE RESPONSE. TICK (✓) THE ITEMS APPLICABLE.
MENTION ALL PROJECTS UNDER EACH PROGRAM BEFORE PROCEEDING TO THE NEXT PROGRAM .
I. Payapa at Masaganang Pamayanan (PAMANA)
 Construction of Civic Centers  Concreting and Improvement of Roads

 Establish Flood Control System  Construction of Bridges
II. Sagana at Ligtas ng Tubig Para sa Lahat (SALINTUBIG)
 Provision of Potable Water Supply
III. Special Local Road Fund (SLRF)
 Improvement of Local Access Roads
IV. Bottom Up Budgeting (BUB)
 Provision of Potable Water Supply

 Construction of Evacuation Facilities
V. Assistance to Municipalities (AM)
 Provision of Potable Water Supply  Construction of Evacuation Facilities

 Construction of Drug Rehabilitation Facilities  Improvement of Local Access Roads
 Provision of DRR Rescue Equipment  Provision of Sanitary and Hygiene Facilities
VI. Conditional Matching Grant to Provinces (CMGP)
 Concreting and Improvement of Roads
VII. Assistance to Disadvantaged Municipalities (ADM)
 Construction of Evacuation Facilities  Construction of Bridges

 Improvement of Local Access Roads  Small Water Impounding Project
 Provision of Potable Water SupplY
WATER SUPPLY SYSTEMS
G16. Is your household connected to a piped supply of G18. How long does it usually take for you or a member
water used for indoor and outdoor household of your household to fetch water used for household
purposes? purposes from the water supply outside your
household?
Yes 1 DO NOT AID RESPONDENT.
No 2 →GO TO G18 SINGLE RESPONSE ONLY.
G17. Is your piped domestic water supply continuous Less than 15 minutes 1
(delivered 24 hours a day, every day of the year)? 15 to 30 minutes 2
More than 30 minutes 3
No other source of water 4
Yes 1→GO TO H1
(for “No” responses in G18)
No 2
15
H. PUBLIC WORKS AND INFRASTRUCTURE
Now let us talk about the public works and infrastructure in your locality during the past 12 months.
H1. Based on what you are aware of, what are the public works and infrastructure being constructed/repaired/maintained
by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO H7.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S
ANSWER UNDER H1 IN THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE
OF, ASK H2-H4, THEN GO TO H5.
H2. Did you or any of your household members benefit from (STATE SERVICE) in the past 12 months?
IF BENEFITED FROM THE SERVICE/PROGRAM, PROCEED TO H3-H4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE
IF DID NOT BENEFIT FROM THE PROGRAM/SERVICE, PROCEED TO H2.1, THEN PROCEED TO THE NEXT SERVICE THE
H2.1. Why were you not able to avail of or benefit from (STATE INFRASTRUCTURE)?
H3. Were you satisfied or not with the (STATE INFRASTRUCTURE) by your local government?
IF SATISFIED, ASK H3.1, OTHERWISE ASK H3.2; FOR EITHER RESPONSE, PROCEED TO H4.
H3.1. Why were you satisfied with (STATE INFRASTRUCTURE)?

H3.2. Why were you not satisfied with (STATE INFRASTRUCTURE)?
H4. Would you say that the ( STATE INFRASTRUCTURE ) needs or does not need appropriate action from your local
government?
UNDER H2-H4 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
H5. On the overall, were you satisfied or not with the public works and infrastructure maintained, repaired or
constructed by your local government?
Satisfied 1
Not satisfied 2
H6. On the overall, would you say that public works and infrastructure programs need or do not need appropriate
action from the local government?
H7. In your opinion, what should the local government primarily do to improve the public works and infrastructure
in your municipality/city?
16
ANSWER GRID FOR H. PUBLIC WORKS AND INFRASTRUCTURE
H1
Awareness H3 H4
H2 REASONS
(on construction/ Satisfaction (Public works and
CODES Public Works and Infrastructure Availment (H2.1 / H3.1 / H3.2) infrastructure…)
maintenance/ (with CMR of
(of infrastructure) (for non-availment/ satisfaction/ dissatisfaction)
rehabilitation infrastructure) Needs Action
[CMR] of..)
HPIi.A Barangay roads 1 2 1 2 1 2 1 2
HPIi.B Municipal/city roads and bridges 1 2 1 2 1 2 1 2
HPIii. Barangay hall 1 2 1 2 1 2 1 2
HPIiii. Multipurpose halls or civic centers 1 2 1 2 1 2 1 2
HPIiv. Public markets and satellite markets 1 2 1 2 1 2 1 2
HPIv. Public parks and open spaces 1 2 1 2 1 2 1 2
HPIvi. Road safety 1 2 1 2 1 2 1 2
HPIvii. Sports centers and facilities 1 2 1 2 1 2 1 2
HPIviii. Information and reading center 1 2 1 2 1 2 1 2
HPIix. Municipal/city government buildings 1 2 1 2 1 2 1 2
HPIx. Public cemetery 1 2 1 2 1 2 1 2
HPIxi. Flood control management system 1 2 1 2 1 2 1 2
17
I. ENVIRONMENTAL MANAGEMENT
I1. Based on what you are aware of, what are the environmental programs being implemented by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO I7.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER
UNDER I1 IN THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT SAID THEY WERE AWARE OF, ASK
I2-I4, THEN GO TO I5.
I2. Did you or any of your household members avail of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO I3-I4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO I2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT
I2.1. Why were you not able to avail of the (STATE SERVICE)?
I3. Were you satisfied or not satisfied with the implementation of (STATE SERVICE)?
IF SATISFIED, ASK I3.1, OTHERWISE ASK I3.2; FOR EITHER RESPONSE, PROCEED TO I4.
I3.1. Why were you satisfied with (STATE SERVICE)?

I3.2. Why were you not satisfied with (STATE SERVICE)?
I4. Would you say that the (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER I2-I4 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
I5. On the overall, were you satisfied or not with the evironmental management services provided by your local
government?
Satisfied 1
Not satisfied 2
I6. On the overall, would you say that the environmental management services/programs need or do not need
appropriate action from the local government?
I7. In your opinion, what should the local government primarily do to improve the environmental programs in your
municipality/city?
18
ANSWER GRID FOR I. ENVIRONMENTAL MANAGEMENT
I1 I3
I2 REASONS I4
Awareness Satisfaction (Program/ service...)
Availment (I2.1 / I3.1 / I3.2)
CODES Environmental Management (of program/ (with program/
service)
(of program/ service)
service)
(for non availment/ satisfaction/ dissatisfaction) Needs Action
IEMi. Community-based greening projects

1 2 1 2 1 2 1 2
IEMii. Air pollution control program 1 2 1 2 1 2 1 2
IEMiii. Solid waste management 1 2 1 2 1 2 1 2
IEMiv. Wastewater management 1 2 1 2 1 2 1 2
IEMv. Clean-up programs/projects 1 2 1 2 1 2 1 2
19
Solid Waste Management
I8. Do you practice waste segregation; i.e., segragating biodegradable from non-biodegradable waste?
Yes 1
No 2
I9. How do you dispose of your garbage?
Collect 1 →GO TO I10; FOR OTHER ANSWERS, PROCEED TO I12

Burn 2
Bury 3
Throw 4
Others (Specify) 99
I10. Who is the main collector of your garbage?
SINGLE RESPONSE. DO NOT AID RESPONDENT.
Municipality/city garbage collector 1

Barangay garbage collector 2
Private garbage collector 3
Others (Specify) 99
I11. How often is your garbage collected?
Everyday 1
Three times (3x) a week 2
Two times (2x) a week 3
Once a week 4
Others (Specify) ______________________ 99
I12. Based on what you are aware of, where does your local government dispose the collected garbage?

DO NOT MENTION EXAMPLES STATED IN TECH NOTES.
Answer : _______________________________
20
J. ECONOMIC AND INVESTMENT PROMOTION
J1. Based on what you are aware of, what are the economic and investment promotion services being implemented
MULTIPLE RESPONSE: MENTION EACH PROGRAM/SERVICE ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT
AWARE OF ANY GO TO J7.
FOR ITEMS WITH SUB-INDICATORS, PROCEED TO J1.A.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER
UNDER J1 IN THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK J2 -J4, THEN
GO TO J5.
J1.A. Based on what you are aware of, what services under (SERVICE AREA INDICATOR) are being
implemented by your local government?
MENTION EACH SUB-INDICATOR ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF
ANY SUB-INDICATOR, PROCEED TO NEXT SERVICE AREA INDICATOR.
IF RESPONDENT ANSWERED “YES” ON ITEMS MARKED WITH AN ASTERISK, PROCEED TO J1.A.1.
J1.A.1. Where is this (STATE SERVICE) located?

DO NOT AID RESPONDENT. RECORD RESPONSES IN VERBATIM.
INSTRUCTIONS FOR SUB-INDICATORS SHOULD FOLLOW THE INSTRUCTIONS FOR SERVICE AREA
INDICATORS IN THE NEXT SET OF QUESTIONS.
J2. Did you or any of your household members avail of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE PROGRAM/SERVICE, PROCEED TO J3-J4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO J2.1, THEN PROCEED TO THE NEXT PROGRAM/SERVICE
J2.1. Why were you not able to avail of the (STATE SERVICE)?
J3. Were you satisfied or not satisfied with the (STATE SERVICE)?
IF SATISFIED, ASK J3.1, OTHERWISE ASK J3.2; FOR EITHER RESPONSE, PROCEED TO J4.
J3.1. Why were you satisfied with (STATE SERVICE)?

J3.2. Why were you not satisfied with (STATE SERVICE)?
J4. Would you say that the (STATE SERVICE) needs or does not need appropriate action from your local government?
UNDER J2-J4 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
J5. On the overall, were you satisfied or not with the economic and invesment promotion programs/services provided
Satisfied 1
Not satisfied 2
J6. On the overall, would you say that the economic and investment promotion programs/services need or do not
need appropriate action from the local government?
J7. In your opinion, what should your local government primarily do to improve services related to economic and
investment promotion in your municipality/city?
21
ANSWER GRID FOR J. ECONOMIC AND INVESTMENT
PROMOTION (Page 1 out of 3)
J1 J2 J3 J4
REASONS
Awareness Availment Satisfaction (Program/
(J2.1 / J3.1 / J3.2) service...)
(for non availment/ satisfaction/ dissatisfaction)
service) service) service) Needs Action

Employment, Livelihood and Business
Promotion
JEEi. Public employment services 1 2 1 2 1 2 1 2
JEEii. Regulation and supervision of businesses 1 2 1 2 1 2 1 2
Promotion of barangay micro business

JEEiii.
enterprises
1 2 1 2 1 2 1 2
JEEiv. Livelihood Programs 1 2 1 2 1 2 1 2
Ease of doing business 1 2 1 2 1 2 1 2

1. Business One Stop Shop (BOSS) *
IF RESPONDENT IS AWARE, ANSWER THE
AVAILMENT.
JEEv. 1 2 1 2 1 2 1 2
____________________________________
2. Simplified business processing and licensing

system 1 2 1 2 1 2 1 2
22
ANSWER GRID FOR J. ECONOMIC AND INVESTMENT PROMOTION
(Page 2 out of 3)
J1 J2 J3 J4
REASONS
(J2.1 / J3.1 / J3.2) service...)

Tourism Promotion
Development and maintenance of tourist

JETiA.
attractions
1 2 1 2 1 2 1 2
Development and maintenance of tourist

facilities
1 2 1 2 1 2 1 2
1. Tourist information and assistance

center/desk *
JETiB. IF RESPONDENT IS AWARE, ANSWER THE
AVAILMENT. 1 2 1 2 1 2 1 2
At which facility/building is it located?

___________________________________
Product/brand marketing and promotion of local

JETii.
goods and tourist attractions
1 2 1 2 1 2 1 2
Investment promotion activities such as trade

JETiii.
fairs, fiestas, business events and similar events
1 2 1 2 1 2 1 2
Organization, accreditation and training of

JETiv.
tourism- related concessions
1 2 1 2 1 2 1 2
23
ANSWER GRID FOR J. ECONOMIC AND INVESTMENT PROMOTION
(Page 3 out of 3)
J1 J2 J3 J4
REASONS
(J2.1 / J3.1 / J3.2) service...)

Assistance in Agricultural Production
Organization and development of farmers,
JEAi.
fishermen and their cooperatives
1 2 1 2 1 2 1 2
JEAii. Access to irrigation facilities or equipment 1 2 1 2 1 2 1 2
Prevention and control of plant and animal pests

JEAiii.
and diseases; fish kills and diseases
1 2 1 2 1 2 1 2
Distribution of planting/farming/fishing materials

JEAiv.
and/or equipment
1 2 1 2 1 2 1 2
Access to facilities that promote agricultural

JEAv. production such as fish hatcheries and breeding 1 2 1 2 1 2 1 2
stations
Water and soil resource utilization and

JEAvi.
conservation projects
1 2 1 2 1 2 1 2
Post-harvest facilities such as crop dryers,

JEAvii.
slaughterhouses or fish processing facilities
1 2 1 2 1 2 1 2
JEAviii. Accessible farm harvest buying/trading stations 1 2 1 2 1 2 1 2
Enforcement of fishery laws in municipal/city

JEAix.
waters
1 2 1 2 1 2 1 2
24
K. RESPONSE TO COVID-19 PANDEMIC
K1. Does your household belong in the communities previously under Community Quarantine (Enhanced, Modified
Enhanced, General, or Modified General)?
Yes 1
No 2 →GO TO K15 and K28
A. SUPPORT INITIATIVES FROM THE NATIONAL GOVERNMENT
K2. During Community Quarantine, were you able to receive relief goods (food packs) from the national government?
Yes 1
No 2 →GO TO K4
K3. In your opinion, were the distributed relief goods from this level sufficient and satisfactory for you and your family?
Yes 1
No 2
K4. Based on what you are aware of, what Social Amelioration Programs (SAP), specifically on financial support, are
delivered by national government agencies for the pandemic?
MULTIPLE RESPONSE. READ CHOICES TO RESPONDENT.
IF NOT AWARE OF ANY, PROCEED TO K14.
a. Assistance to Individuals in Crisis Situation (AICS) by DSWD

b. Livelihood Assistance Grants (LAG) by DSWD
c. Tulong Panghanapbuhay sa Ating Displaced/Disadvantaged Workers #Barangay Ko, Bahay Ko
Disinfection/Sanitation Project (TUPAD #BKBK) by DOLE
d. COVID-19 Adjustment Measures Program (CAMP) by DOLE
e. Rice Farmers Financial Assistance (RFFA) Program by DA
f. Survival and Recovery (SURE) Assistance Program for Marginalized, Small Farmers and Fishers by DA
g. Others (Specify): ___________________________________
K5. Does your household have at least one member who is a beneficiary of said SAP(s)? (Target beneficiaries: senior
citizens, PWDs, pregnant and lactating women, solo parents, overseas Filipinos in distress, indigent indigenous
peoples, underprivileged sector and homeless citizens, and informal economy workers in low-income families)
Yes 1
No 2→GO TO K8
K6. Did your household member(s) avail of (any of) the aforementioned SAP?
Yes 1→GO TO K7
No 2→GO TO K6.1
K6.1. Why were you not able to avail of (any) SAP? ______________________________________________
RECORD RESPONSES IN VERBATIM. USE EXTRA SHEETS IF NECESSARY.
PROCEED TO K8.
K7. Were you satisfied or not with the (STATE SAP) that you have availed?
Yes 1→GO TO K7.1

No 2→GO TO K7.2
K7.1. Why were you satisfied with the (STATE SAP)? _____________________________________________
K7.2. Why were you not satisfied with the (STATE SAP)? __________________________________________
25
K8. As a beneficiary or relative of a beneficiary, do you think there has been a biased or indiscriminate selection of SAP
benefeciaries and/or distribution of SAP tranches in your community?
Yes 1→GO TO K8.1

No 2→GO TO K15
K8.1. Why do you think so? __________________________________________________________________
K9. Did you report this incident to any government authority?

Yes 1→GO TO K10
No 2→GO TO K13
K10. Which agency did you report it to?

RECORD RESPONSES IN VERBATIM. RESPONSE SHOULD BE SPECIFIC OFFICE OR AGENCY.
K11. How did you report what you witnessed or experienced to the authorities?
FOR “OTHERS”, RECORD RESPONSES IN VERBATIM.
Verbal complaint 1
Written complaint 2
Through a helpdesk 3
Through social media 4
Others: 99
K12. Are you satisfied with how the authorities processed your case?
Yes 1→GO TO K12.1

No 2→GO TO K12.2
K12.1. Why were you satisfied? ________________________________________________________________
K12.2. Why were you not satisfied? _____________________________________________________________
K13. What primarily prevented you from reporting the incident?

FOR ANY ANSWER, PROCEED TO K15.
A lot of people I know, even if they’re not true beneficiaries, are doing it/benefitting from it. 1
Reporting will disrupt the ease of transactions. 2
I fear for my own safety to report to the authorities. 3
Reporting will not solve the problem. 4
No Reason (DO NOT READ) 97
Other: 99
K14. In your opinion, what should the authorities do to avoid or lessen these cases in the future?
K15. Overall, are you satisfied with how the national government mitigated and managed the COVID-19 pandemic, and
responded to citizen’s concerns?
Yes 1→GO TO K15.1
No 2→GO TO K15.2
26
K15.1. Why were you satisfied with the performance of the national government?
_____________________________________________________________________________________
K15.2. Why were you not satisfied with the performance of the national government?
_____________________________________________________________________________________
K16. In your opinion, what should the national government primarily do to improve its efforts on preparation, response and
recovery to the COVID-19 pandemic and similar cases in the future?
IF RESPONDENT ANSWER “NO” IN K1, PROCEED TO K28.
B. SUPPORT INITIATIVES FROM THE LOCAL GOVERNMENT
K17. During quarantine period, were you able to receive relief goods (food packs) from the local government?
Yes 1
No 2 →GO TO K20
K18. In your opinion, were the distributed relief goods from this level sufficient and satisfactory for you anyour family?
Yes 1
No 2
K19. How many times did your household receive relief goods?
Once 1 Thrice 3
Twice 2 Others (Specify) 99
K20. Based on what you are aware of, what other immediate support programs (excluding distribution of relief goods) are
delivered by the local government during the pandemic? (Such as: distribution of LGU-funded cash assistance,
vitamins and health supplements, free vaccination, etc.)
___________________________________________________________________________________________
K21. Did you or a member of your household avail of (any of) the (STATE ANSWER/S IN K20)?
Yes 1→GO TO K22
No 2→GO TO K21.1
K21.1. Why were you not able to avail of (STATE ANSWER/S IN K20)? __________________________________
K22. Were you satisfied or not with the (STATE AVAILED ANSWER/S IN K20) that you have availed?
Yes 1→GO TO K22.1

No 2→GO TO K22.2
K22.1. Why were you satisfied with the ( STATE AVAILED SUPPORT)? __________________________________
K22.2. Why were you not satisfied with the ( STATE AVAILED SUPPORT)? _______________________________
K23. In your opinion, what should the local government do to improve its efforts on (STATE AVAILED SUPPORT) ?
27
C. COMPLIANCE TO NATIONAL ACTION PLAN (NAP) AGAINST COVID-19
The strategic design of the NAP Phase II is anchored on the Prevent, Detect, Isolate, Treat and Reintegrate
(PDITR) framework to ensure that the pandemic will be contained and managed. It is also geared to having a
well-informed citizenry adherent to the minimum health standards. LGUs are also expected to apply the Zoning
Containment Strategy (ZCS) to identify areas needing prompt COVID-19 interventions and response.
K24. Based on what you are aware of, what strategies under the PDITR framework were adopted by your local
government?
MULTIPLE RESPONSE: MENTION EACH STRATEGY ONE BY ONE.
FOR EACH STRATEGY AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER
UNDER K24 IN THE ANSWER GRID. FOR EACH STRATEGY THAT THE RESPONDENT IS AWARE OF, ASK K25-K27,
THEN PROCEED TO K28.
K25. Did you or any of your household members benefit from the (STATE STRATEGY)?
IF BENEFITED FROM THE STRATEGY, PROCEED TO K26-27, THEN PROCEED TO THE NEXT STRATEGY THE RESPONDENT SAID
THEY WERE AWARE OF.
IF DID NOT BENEFIT FROM THE STRATEGY, PROCEED TO K25.1, THEN PROCEED TO THE NEXT STRATEGY THE RESPONDENT
K25.1 . Why were you not able to avail of or benefit from (STATE STRATEGY)?
K26. Were you satisfied or not with the (STATE STRATEGY) by your local government?
IF SATISFIED, ASK K26.1, OTHERWISE ASK K26.2; FOR EITHER RESPONSE, PROCEED TO K27.
K26.1 . Why were you satisfied with (STATE STRATEGY)?

K26.2 . Why were you not satisfied with (STATE STRATEGY)?
K27. Would you say that the (STATE STRATEGY) needs or does not need appropriate action from your local
government?
UNDER K27 IN THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
K28. Overall, are you satisfied with how your local government prevented/mitigated and managed the COVID-19
pandemic, and responded to citizen’s concerns?
Yes 1→GO TO K28.1
No 2→GO TO K28.2
K28.1. Why were you satisfied with the performance of the local government? ___________________________
K28.2. Why were you not satisfied with the performance of the local government? ________________________
K29. In your opinion, what should your local government primarily do to improve its prevention, detection,
isolation, treatment, and recovery effortsd for the COVID-19 pandemic and similar cases in the future?
28

C. COMPLIANCE TO NATIONAL ACTION PLAN (NAP) AGAINST COVID-19 (Page 1 out 2)
K24 K25 K26

REASONS K27
(K25.1 / K26.1 / K26.2)
CODES NAP Phase II STRATEGIES (of program/ (of program/ (with program/

ZONING: House-to-house visits and
CNAPia. screening of households with confirmed 1 2 1 2 1 2 1 2
and potential COVID-cases
ZONING: Enforcement of perimeter control

measures (e.g.: limiting movements of
CNAPib. individuals inbound and outbound critical 1 2 1 2 1 2 1 2
zones, temporary closing major transit
points)
PREVENTION: Promoting the practice of

proper hygiene (e.g.: enforce wearing of
CNAPii. masks, face shields, washing of hands and 1 2 1 2 1 2 1 2
regular disinfection) and enforcing physical
distancing
DETECTION: Active implementation of

contract tracing measures (identifying,
CNAPiiia. assessing, and managing people who have 1 2 1 2 1 2 1 2
been exposed to a disease to prevent
onward transmission)
DETECTION: Availability of operating

testing facilities (e.g.: laboratories,
CNAPiiib. swabbing booths, house-to-house roving 1 2 1 2 1 2 1 2
teams), personnel, and instruments (PPEs,
testing kits, medical transportation)
ISOLATION: Availability of operating

isolation facilities (e.g.: Temporary
Treatment and Monitoring Facilities,
CNAPiv.
isolation beds), personnel, and instruments 1 2 1 2 1 2 1 2
(PPEs, ICU beds, medical supplies,
medical transportation)
29

C. COMPLIANCE TO NATIONAL ACTION PLAN (NAP) AGAINST COVID-19 (Page 2 out 2)
K24 K25 K26

REASONS K27
(K25.1 / K26.1 / K26.2)
CODES NAP Phase II STRATEGIES (of program/ (of program/ (with program/

TREATMENT: Referral and coordination
system with One Hospital Command, and
CNAPv. availability of personnel and instruments 1 2 1 2 1 2 1 2
(e.g.: PPEs, ICU beds, medicial supply,
medical transportation)
REINTEGRATION: Availability of social

CNAPvi.
assistance initiatives 1 2 1 2 1 2 1 2
30
L. PERCEPTION OF CORRUPTION
L1. In the past 12 months, did you or any of your household members experience or encounter any practice of your
municipal/city or barangay officials that you would consider as a form of corruption?
Yes 1 → GO TO L2
No 2 → GO TO L12
L2. What practices of municipal/city and/or barangay officials did you experience or encounter?
MAKE SURE FIRST-HAND EXPERIENCE FROM THE RESPONDENT OR ANY MEMBER OF THE HOUSEHOLD IS BEING
PROVIDED. HEARSAYS ARE NOT VALID AS RESPONSE.
RECORD RESPONSES IN VERBATIM FOR “OTHERS”.
L2
CODE Corruption Practices
Act Witnessed
PCi. Absenteeism/frequent travels 1

PCii. Bribery 2
PCiii. Favored contractors 3
PCiv. Gambling 4
PCv. Ghost project/employees 5
PCvi. Ill-gotten wealth/unexplained wealth 6
PCvii. Imposition/collection of fees/extortion 7
PCviii. Malversation of funds 8
Operating without permits (example: mayor’s, business, occupancy,
PCix. 9
facilities with no environmental certificates)
PCx. Red tape 10
PCxi. Unliquidated cash advances 11
PCxii. Use of government-issued vehicles/supplies for personal use 12
PCxiii. Others (Specify) 99
Others:
IF RESPONDENT HAS MULTIPLE ANSWERS, PROCEED TO K3. IF RESPONDENT ONLY HAS ONE ANSWER,
PROCEED TO L4.
L3. Among those that you mentioned, which do you think is the gravest form of corruption?
WRITE DOWN THE CODE AND COMMON CORRUPTION PRACTICE.
L4. Did you report your experience to any government authority?

Yes 1 → GO TO L5
No 2 → GO TO L10
31
L5. Which authority did you report it to?
RECORD RESPONSES IN VERBATIM. RESPONSE SHOULD BE SPECIFIC OFFICE OR AGENCY.
L6. How did you report what you witnessed or experienced to the authorities?
Verbal complaint 1
Written complaint 2
Through a helpdesk 3
Through social media 4
Others: 99
L7. Did the authorities respond to your complaint?

Yes 1 → GO TO L8
No 2 → GO TO L11
L8. How did the authorities respond to your complaint?
L9. In your opinion, did the authorities process the case you reported promptly?
Oo (Yes) 1 → GO TO L11
Hindi (No) 2 → GO TO L11
L10. What primarily prevented you from reporting the incident?

FOR ANY ANSWER, PROCEED TO L11.
Everyone is doing it. 1

It’s a normal practice/SOP. 2
I fear for my own safety to report to the authorities. 3
Reporting will disrupt the ease of transactions. 4
Reporting will not solve the problem. 5
No Reason (DO NOT READ) 97
Other: 99
L11. In your opinion, what should your local government primarily do to eradicate corruption in your
community?
RECORD RESPONSES IN VERBATIM. PROCEED TO M1 AFTER.
L12. Why do you think there is no corruption within your local government?
THIS WILL BE ANSWERED ONLY BY RESPONDENTS WHO ANSWERED “No” IN L1.
32
M. CITIZEN’S ATTITUDE TOWARD THE LOCAL GOVERNMENT
M1. State whether you agree or disagree on the following statements.
Agree 1
Disagree 2
CODE Item (Rearranged) Agree Disagree
I can declare my complaints about the local government and its officials
LATi. 1 2
without being afraid for my safety.
Something good will come out of presenting local problems and issues
LATii. 1 2
to authorities.
I believe that any problem will be solved by the authorities in our

LATiii. 1 2
locality.
LATiv. I greatly benefit from the services provided by our local government. 1 2
LATv.
Rich or poor, citizens in our place have fair access to services from the 1 2
local government.
Taxes and fees collected by the local government fairly reflect the
LATvi. 1 2
quality of local programs and services it provides.
LATvii. The [LGU] is doing its part in… (VISION STATEMENT) 1 2
LATvii. The [LGU] is doing its part in… (MISSION STATEMENT) 1 2
I will recommend to friends from other localities to transfer their

LATviii. 1 2
residence in our municipality/city.
LATx. I am proud to say that I am a resident of (Name of LGU). 1 2
M2. In the next five years, will you choose to stay in your current municipality/city or transfer to another one?
Stay 1 → GO TO M3
Transfer 2 → GO TO M4
M3. What is your primary reason regarding your decision to stay?
RECORD RESPONSES IN VERBATIM. PROBE FOR THE PRIMARY REASON IN CASE OF MULTIPLE RESPONSES.
M4. What is your primary consideration/reason regarding your decision to leave?

RECORD RESPONSES IN VERBATIM. PROBE FOR THE PRIMARY REASON IN CASE OF MULTIPLE RESPONSES.
33

N. CITIZEN’S OVERALL RATINGS
N1. In your opinion, were you satisfied or not with the overall services given by your local government in the past 12 months?
Satisfied 1
Not satisfied 2
N2. On the overall, would you say that local programs/ services need or do not need appropriate action from the local government?
N3. Would you say that your life in (LGU) has (READ CHOICES) in the past year?
Improved 1
Worsened 2
Cannot say if improved or worsened 3
N4. Which among the following services that are not being implemented do you think are needed to be
implemented by your municipal/city government?
Code Services Yes No

1 2
1 2
1 2
[TO INTERVIEWER: PROCEED TO SECTIONS A & B (PAGES 2-3), CONTROLS (PAGE 1)]
34
ANNEX P:
TECHNICAL NOTES
I. HEALTH SERVICES
Code Item Remarks, Examples, Manifestations in Local Context

Any of the following:
DHSi. Vaccination for infants/children Vaccination for Polio, Hepatitis-B, Tuberculosis/primary
complex, Measles, DPT (diphtheria, pertussis and tetanus)
Checkups for pregnant women, childbirth delivery, vitamins,

DHSii. Pre-natal/post-natal/childbirth services newborn checkups, newborn weighing, newborn screening,
etc.
Consultations and referrals for coughs, cold, fevers, animal
bites, allergies
Free general consultations/access to
DHSiii.
secondary and/or tertiary health care
Secondary/Tertiary: hospitalization, specialized health care
services
Free basic medicine or low-cost medicine

DHSiv. Provision of free basic medicines, Botika ng Barangay (BnB)
program
For communicable diseases: TB-DOTS, awareness,

prevention and management programs for TB, influenza,
Prevention and management of HIV/STI, hepatatitis, malaria and polio, etc.
DHSv. communicable and non-communicable
diseases For non-communicable diseases: healthy lifestyle programs,
dengue prevention programs, awareness and prevention of
respiratory diseases
Oral examination/checkup, prophylaxis (cleaning), tooth

DHSvi. Basic dental/oral hygiene extraction, fillings, awareness campaign and dental health
instruction and referrals
Distribution of reproductive health supplies, information
Family planning/reproductive health
DHSvii. dissemination, conduct of family planning seminars and other
services
services
II. SUPPORT TO EDUCATION

Provision of medical and/or nutritional Salaries for nurses and doctors; medical supplies; basic
EBSi.
services to school clinics medicine, supplemental feeding
Conduct of Palarong Bayan and representation of delegates

EBSii. Sports programs and activities
to higher levels
Scholarships and other assistance Scholarships and stipends; school materials assistance to
EBSiii.
programs for students students
Alternative Learning Systems, special education programs

Alternative learning system and/or other
EBSiv. and curriculum and adult education, salaries of
special education programs
supplementary teachers

III. SOCIAL WELFARE SERVICES

Day care service/center, supplementary feeding
program, community-based services for street children,
children in conflict with the law (CICL), victims of drug
FSSi. Child and youth welfare program
abuse, child- trafficking and prostitution; services for
children in armed conflict, drug abuse prevention
program, government internship program, adoption
Maternal and childcare, women and children's

Women’s welfare program assistance program, rape crisis centers, productivity
skills capacity building
FSSii.
1. Violence Against Women and Their Children Barangay’s own system of recording and reporting cases
(VAWC) desk of VAWC and helping victims.
PWD awareness activities, Magna Carta of PWD-related

programs, discounts, Self and social enhancement
Persons with disabilities (PWD) welfare program
service, referral services, training and employment
support services.
Exemptions: ground level entrance or exit, with special

FSSiii. lift or elevator at the ground level, or ramps only have
1. Ramps (with 2-level handrails on both sides)
one handrail but is adjacent to a wall and has a width
less than 1.20m
At least one per local government building (if PWD toilet

2. PWD Toilet is not located in the ground floor, special lift/elevator
should be present).
Home-care support and/or residential care services,

added value services and discounts, issuance of Senior
FSSiv. Older persons/senior citizens program
Citizen cards, social pension for indigent senior citizens
and other special support services
Pre-marriage and marriage counseling, parent

effectiveness services, social services for solo parent,
FSSv. Family and community welfare program
program for deportees, Empowerment and Reaffirmation
of Paternal Abilities (ERPAT)
Food/cash for work, emergency shelter assistance,

FSSvi. Programs for internally displaced persons core shelter assistance, Balik Probinsya, crisis
intervention

IV. GOVERNANCE AND RESPONSE

Civil registry: birth, marriage, death; building,
occupancy, and electrical permits; business permit/
GGPi. Delivery of frontline services
mayor's permit; real property tax transactions; health
certificate and sanitary permits
Local government’s response or action on

Includes all modes of grievance/grievance system e.g.
GGPii. complaints against an office, official or
suggestion box, grievance desks, etc.
Mobile LGU services; provision of Temporary satellite offices of frontline services in the
GGPiii.
municipal/city services to the barangays barangays ie: registrar’s office
Katarungang Pambarangay Services of the Lupong

Conflict and dispute resolution in the
GGPiv. Tagapamayapa includes mediation, arbitration and
barangays
amicable settlement of conflict
Timely response on peace and order and Services of the Barangay Peace Action Teams, police
GGPv.
public safety-related incidents force and response to fire incidents
GGPvi. Traffic management Traffic enforcement
Mitigation and preparedness (before-), rresponse

Disaster risk reduction and management
(during-), and rehabilitation (after-) disasters/calamities
Presence of evacuation center, information guides,

1. Evacuation management
distribution of relief goods, medical and security
GGPvii. services.
For disseminating timely and meaningful warning

information to enable citizens to prepare and act
2. Early warning system appropriately during disasters (alarm system,
automated rain gauge, hazard markers, information
posted)
Efforts in making the LGU’s programs and services

known to the public thru information, education, and
Public information services
communication (IEC) materials – newspapers, tabloids,
posters, flyers, billboard, radio, internet/social media.
Should be updated, easy to understand, and

comprehensive; have clearly defined activities,
1. Citizen’s charter
specified standards, timeframe, quality and responsible
officers.
GGPviii.
Documents to be posed include annual budget,
procurement plan, statement of receipts and
expenditures, statement of indebtedness payment and
2. Posted Full Disclosure Policy (FDP) balances, and unliquidated cash advances, among
documents: local budget and finances, others.
bids and public offerings
These should be posted in 1) three conspicuous places
within LGU premises, 2) FDP portal, and 3) e-SRE in
the BLGF portal.
Drug supply and demand reduction strategies such as
“citizen’s arrest” buy-bust operation, regulatory
inspections, conduct of advocacy and/or preventive
GGPix. Actions against illegal drugs
education seminars, implementation of sustainable
support projects (sports, religious and social activities in
barangays)

V. PUBLIC WORKS AND INFRASTRUCTURE

HPIi.A Barangay roads
Construction or rehabilitation, and/or maintenance
HPIi.B Municipal/city roads and bridges
Support to construction or rehabilitation, and/or
HPIii. Barangay hall maintenance of barangay halls under the
municipality’s/city’s jurisdiction
Construction and/or maintenance of multipurpose halls

HPIiii. Multipurpose halls or civic centers or civic centers under the municipality’s/city’s
jurisdiction
Wet and dry markets, satellite markets, flea

HPIiv. Public markets and satellite markets
markets/talipapa
Cultural center (museums), freedom parks and open

HPIv. Public parks and open spaces
spaces/playground
Streetlights, road signs and line markings near schools,

HPIvi. Road Safety
allowable speed limits in barangay and local roads, etc.
Construction and/or maintenance of sports centers,

HPIvii. Sports centers and facilities
facilities and equipment
Municipal/city library and reading centers; can be

HPIviii. Information and reading centers
located within or outside of schools
HPIix. Municipal/city government buildings Construction, rehabilitation or maintenance
HPIx. Public cemetery Construction, rehabilitation or maintenance
HPIxi. Flood control management system Seawalls, dikes, drainage and sewerage
VI. ENVIRONMENTAL MANAGEMENT
Includes tree-planting activities/forestry

IEMi. Community-based greening projects
projects/establishment of tree parks; urban greening
Programs/efforts to control air pollution such as

IEMii. Pollution control program issuance of anti-smoke belching and/or anti-smoking
ordinance, etc.
Plastic ban implementation, establishment of Material

IEMiii. Solid waste management
Recovery Facilities (MRFs) and Sanitary landfills.
Water quality management through water treatment

facilities; wastewater management through sewerage
IEMiv. Wastewater management
system, drainage, septic tanks treatment, prevention of
water pollutants
Clearing of polluted rivers, waterways, parks and other

IEMv. Clean-up programs/projects
open/public spaces

VII. ECONOMIC AND INVESTMENT PROMOTION

Employment, Livelihood, and Business Promotion
Maintenance of database of job opportunities, job-

JEEi. Public employment services
matching services (ie: conducted by PESO)
Restrictions on the operations of business, setting of

JEEii. Regulation and supervision of businesses
allowable distance of computer shops to schools, etc.
Opportunities on availing/establishing sari-sari/retail

stores, small eateries (karinderia), etc.; technology
JEEiii. Promotion of barangay micro business transfer, production and management training,
. enterprises marketing assistance, credit financing, business
orientation
Skills training on livelihood opportunities such as
Livelihood programs recycling, sewing mats/rugs, meat processing,
JEEiv.
carpentry, construction, cosmetology
LGU’s system of receiving and processing applications,

Ease of doing business receiving payments, and issuing approved licenses,
clearances, permits, or authorizations
JEEv. Single common site or location, or single online website

1. Business One-Stop Shop (BOSS)
or portal. May be seasonal or all-year round
3 steps for new and renewal of business; not more than

2. Simplified business processing and
1-day processing time for business renewal; not more
licensing system
than 2 days processing for new business
Tourism Promotion
Development and maintenance of tourist Construction or maintenance of historic buildings and

JETiA.
attractions tourist spots
Development and maintenance of tourist Construction or maintenance of facilities for

facilities accommodation, leisure, transportation, market
JETiB.
1. Tourist information and assistance center For cities/municipalities where tourism is a significant
or desk industry
Product/brand marketing and promotion of “One Town, One Product (OTOP),” tourist information
JETii.
local goods and tourist attractions kiosks/brochures, souvenir shops, etc.
Investment promotion activities such as trade

Festivals and events organized and facilitated by LGUs,
JETiii. fairs, fiestas, business events, and similar
Cultural and Heritage Tourism Program
events
Presence of registered tourism-related establishments

Organization, accreditation, and training of or associations in the LGU, such as organization of
JETiv.
tourism-related concessions boat operators (“bangkeros”), association of accredited
hotels, and similar entities

Agricultural Support
Organization and development of farmers, Presence and functionality of farmer and fishermen
JEAi.
fishermen and their cooperatives cooperatives and organizations
LGUs refer/endorse the requests of farmers'

organizations to the NIA; some LGUs can provide
Access to irrigation facilities or use of irrigation
JEAii. communal irrigation systems; LGUs only provide
equipment
equipment (e.g. water pumps, PVC pipes, etc.) for
irrigation to local farmers
Prevention and control of insect pests; anti-rabies

vaccinations for animals; spray/neuter; treatment of
Prevention and control of plant and animal
JEAiii. sick animals (Municipal/City Agriculturist/Veterinarian
pests and diseases; fish kills and diseases
functions combined); actions to prevent fish kills and
diseases
LGUs provide/distribute seedlings of vegetables, palay,

corn, etc., to farmers, certified seeds,
Distribution of planting/farming/fishing
JEAiv.
materials and/or equipment Planting materials to be distributed from the DA are
coursed through LGUs (municipal/city level) and they
will be the one to identify the beneficiaries
Access to facilities that promote agricultural Existence of fish hatcheries and breeding stations, as
JEAv. production such as fish hatcheries and well as various agricultural machineries for production;
breeding stations access to farm-to-market roads
LGUs provide support services to concerned NGA (i.e.

requests for initiation of projects; promotion of eco-
Water and soil resource utilization and friendly farming system such as agro-forestry,
JEAvi.
conservation projects conservation tillage, contour farming, vegetative strips
development and organic farming); prevention of soil
erosion
Refers to services that help the farmers/fisherfolks

process produce from agricultural production.
Post-harvest facilities such as crop dryers and
JEAvii. Examples are:
slaughterhouses or fish processing facilities
Dairy farms, meat inspection, crop dryers, milling
station, slaughterhouse, fish processing, threshers,
warehouses, cold storage facilities
LGUs provide support services to DA for the

construction of facilities such as trading
posts/bagsakan centers and barangay food terminals in
the form of counterparts: identification and provision of
JEAviii. Accessible farm harvest buying/trading stations
lots, maintenance of these structures once constructed.
If LGU has the capacity to maintain its operation, DA

will eventually turn over its management to the LGU.
Enforcement of fishery laws in municipal/city Conservation of mangroves, programs to regulate

JEAix. waters to promote sustainable use of aquatic fishing activities, registration of fisherfolks allowed to
resources operate in municipal/city waters

VIII. PERCEPTION OF CORRUPTION
CODE Common Corruption Practices Remarks, Examples, Manifestation in Local Context

Excessive absences without proper reason and
PCi. Absenteeism/frequent travels excessive travels whether in/out of the country for
personal matters
Directly or indirectly receiving any gift, present, share,

PCii. Bribery percentage, or benefit for himself or any other person in
connection with any transaction with the government
Government projects awarded to contractors which did

PCiii. Favored contractors
not follow the procurement process
Engagement of government employees in gambling

PCiv. Gambling
activities
Government projects that have been paid for but do not

PCv. Ghost project/employees really exist and employees that are on official payroll but
also do not report and function as employees of the LGU
Money or property obtained by the government official

PCvi. Ill-gotten wealth/unexplained wealth
which is out of proportion from his salary
Illegal imposition/collection of fees by an individual or

PCvii. Imposition/collection of fees/extortion
the LGU which are against the law
Use of public funds for his personal use or allowing any

PCviii. Malversation of funds
other person to take such public funds for personal use
Operating without permits: mayor’s, business, Establishments allowed to operate without appropriate
PCix.
occupancy, environmental certificates registration and permits
Excessive rules and procedures in government

PCx. Red tape
processes
Unliquidated funds or cash advances that are not

PCxi. Unliquidated cash advances properly recorded in the Accounting books or posted in
the Full Disclosure Policy Board of the LGU
Use of government-issued vehicles/supplies

PCxii. Use of “red plate” vehicles as a personal service
for personal use

ANNEX P:
Online Portal User’s Guide
1. Why implement the online portal system?
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 CSIS Online Portal aims to systematize data entry, storage, analysis, streamline
operations and provide user-friendly interface for DILG field offices, partner LRIs, and
other stakeholders. 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.
2. Who are the primary users involved in its implementation?
❖ The DILG-BLGS as the overall project implementors;

❖ The DILG Regional and Field Offices as the development and implementation
partners; and
❖ Selected LRIs as the program partner implementors.
3. What are the tasks to be accomplished on the online portal system?

There are nineteen (19) major task to be done in the online portal. Please see illustration.
2021 CSIS TOOLKIT - Annexes 117

ACCESSING THE CSIS ONLINE PORTAL
1. In your web browser’s address bar, type “csis.dilg.gov.ph”.
2. Click “LOGIN”, located at the upper right corner of the menu bar.
3. You will be directed to the login page. Enter your registered email address and
password, then click “Login” button.
Note: Please avoid sharing your account details to other people. You will be
held solely responsible in any activities done using your account.
4. After a succesful login, you will be redirected to the dashboard depending on your user
access.

PROJECT MANAGER
A. Completion of User Profile
1. Check your email account and look for an email with subject “Project Manager (PM)
Account Registration on CSIS Portal”.
2. Copy the login account details. Then, go to https://csis.dilg.gov.ph and proceed to

Login process.
Note: Please avoid sharing your account details to other people. You will be held solely responsible
in any activities done using your account.
3. Fill up the form then click “Update and Proceed” button.

Note: This process only appears on the newly created account

4. A dialog box will prompt saying “Are you sure you want to update the details of this
account?”. Click “Yes” to save.
5. 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.
6. 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.

B. Registration of Field Supervisor (FS)
Note: In case that the Field Supervisor (FS) was already been registered, skip this process and proceed
to step.
1. Click “Task” in the menu bar.
2. On the pending task column, click the link “Register New Field Supervisor”.
Note: Registration of Field Supervisor can also be accessed through the User Management menu.
2.1. Click “User Management” in the menu bar, then select “User Accounts”.
3. Click “Field Supervisor” tab, then click “Register Field Supervisor (FS)” button.

4. You will be directed to a form. Fill up the form, then click “Register” button.
5. A dialog box will prompt, saying “This account will receive a temporary password and
will be sent through email. It will be used to logged into the CSIS Online Portal to
complete the account details. Are you sure you want to register this account?”. Click
“Yes” button to complete the process.
6. After the account is successfully registered, a success alert will appear in the
dashboard.

C. Registration of Data Processor (DP)
Note: In case that the Data Processor (DP) was already been registered, skip this process and proceed
to step.
2. On the pending task column, click the link “Register New Data Processor”.
Note: Registration of Field Supervisor can also be accessed through the User Management menu.
2.2. Click “User Management” in the menu bar, then select “User Accounts”.
3. Click “Data Processor” tab, then click “Register Data Processor (DP)” button.

4. You will be directed to a form. Fill up the form, then click “Register” button.
5. A dialog box will prompt, saying “This account will receive a temporary password and
will be sent through email. It will be used to logged into the CSIS Online Portal to
complete the account details. Are you sure you want to register this account?”. Click
6. After the account is successfully registered, a success alert will appear in the
dashboard.

D. Designation of Field Supervisor (FS) and Data Processor (DP)
2. On the pending task column, click the link “Designate Field Supervisor and Data
Processor”.
3. You will be directed to another web page. Select the name or email address of the
personnel you want to designate to a specific project from the listed checkboxes. Then,
click “Designate Personnel” button.
4. A dialog box will prompt saying “Are you sure these are the people you want to
designate?”. Click “Yes” button to save.
5. After the data is successfully saved, a success alert will appear in the dashboard.

E. Encoding of Project Timelines
2. On the pending task column, click the link “Encoding of Project Timelines”.
3. You will be directed to a form. Fill up the form, then click “Submit Form” button.

4. A dialog box will prompt saying, “Are you sure you want to submit this form?”. Click
5. After the form is successfully submitted, a success alert will appear in the dashboard.
F. Encoding of Service Delivery Baseline Data (SDBD)
2. On the pending task column, click the link “Encoding of Service Delivery Baseline
Data”.

3. You will be directed to a form. Select the services offered by your target Local
Government Unit (LGU) from the listed checkboxes. Then click “Submit Form” button.
Note: Please select only services that was offered by the LGU based on the hard copy of the SDBD sheet
signed by the mayor.

G. Submission of Citizen Satisfaction (CS) Report and Project Implementation
Report (PIR)
2. On the pending task column, click the link “Submission of Citizen Satisfaction (CS)
Report and Project Implementation Report (PIR)”.
3. You will be directed to the uploading page. Click “Choose File” to select a file to be
uploaded, then click the “Upload Reports” button.
Note: CS Report an PIR should be in .doc or .docx file format with maximum of 25mb file
size.
4. After the files are successfully uploaded, a success alert will appear in the dashboard.

FIELD SUPERVISOR
1. Check your email account and look for an email with subject “Field Supervisor (FS)

Login process.


page.
login” button.

B. Encoding of Starting Point (SP) – Random Start (RS) and Field Interviewer
(FI) Control
2. On the pending task column, click the link “Encoding of SP-RS and FI Control”.
3. You will be directed to a form. Fill up the form, then click “Submit Form” button.

C. Encoding of Fieldwork Diary
2. On the pending task column, click the link “Encoding of Fieldwork Diary”.
3. You will be directed to another web page. Click “Add Entry” button to start encoding.
4. A form will pop-out on the screen. Fill up the form, then click “Save” button.
5. After your entry is successfully saved, a success alert will appear in the dashboard.
6. If you are done encoding, click “Proceed to Back Checking” button to go to the next
process.

D. Encoding of Questionnaire Back-checking Comments
2. On the pending task column, click the link “Encoding of Questionnaire Back
Checking comments”.
3. You will be directed to another web page. Click “Add Entry” button to start encoding.
4. A form will pop-out on the screen. Fill up the form, then click “Save” button.
6. If you are done encoding, click “Proceed to Data Encoding” button to complete the
process.

DATA PROCESSOR
1. Check your email account and look for an email with subject “Data Processor (DP)

Login process.


page.
login” button.

B. Encoding of Questionnaire Data
2. On the pending task column, click the link “Encoding of Questionnaire Data”.
3. You will be directed to another web page. Select a box that corresponds to the
“Questionnaire Number” that you want to start encoding the data.
Note: The color of the boxes may vary depending on the questionnaire’s status of accomplish.
Green = Completed, Red = Incomplete, Gray = Open for data-entry
4. A dialog box will prompt, saying “Are you sure you want to start encoding data on this
questionnaire?”. Click “Yes” button to proceed to online data-entry form.

5. You will be directed to a form. Fill up the form with data from the hard copy of the CSIS
survey questionnaire. Lastly, click “Save then proceed to next section”.
Note: Data from specific section that you are doing the encoding can only be save once you hit
the Save then proceed to next section. In addition, please make sure that the web pages are fully
loaded before you start encoding data.
6. A dialog box will prompt saying, “Are you sure you want to save this part?”. Click “Yes”
button to save and proceed to next section.
8. Do the encoding of the data until you reach the last section of the online data-entry
form which is “Section M”.

C. Processing of Qualitative Data
2. On the pending task column, click the link “Processing of Qualitative Data”.
3. You will be directed to another web page. Select items from the three (3) select boxes
to filter the qualitative responses under the selected category.
4. Select item(s) from the loaded qualitative responses. Click the checkbox beside the
response and notice that selected responses move to the right side table. Then, click
“Add Tag” button.
5. A form will pop-out. Choose your preferred tag from the listed item(s) in the select box.
(See illustration on the next page)

Note: You have an option to create a new tag, do the following steps:
5.1. Do item 4.
5.2. A form will pop-out. Choose “New Tag” from the listed item(s) in the select box.
5.3. A new form will pop-out. Fill up the form, then click “Save Tag”.
Note: Proceed to Item 6 for the illustration of actual output after tagging.

6. After successfully tagging, all items that are previously selected will automatically be
tagged with the word/phrase that you selected/inputted. In addition, the percentages
of the processed qualitative response will also be updated.
D. Processing of Qualitative Data
2. On the pending task column, click the link “Data Cleaning and Finalization”.

3. You will be directed to another web page. Click “Validate” to validated the accuracy
and correctness of each questionnaire indicator. Repeat this until all indicators are
validated.
Note: Validation of indicator may take a while. Pease wait until the indicator are completely
validated before proceeding to the validation of the next indicator
4. A success alert will appear in the dashboard to indicate that the validation on that
specific indicator is complete.
5. After all indicators are validated and with no inconsistency or data error, a button will
appear at the bottom of the table labeled “Submit Data”. Click the button to complete
to the transfer the processed data to the project manager account.

(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

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CITIZEN

DEPARTMENT OF THE INTERIOR AND

2.1. Service Areas and Service Indicators 4

2.1.1. Health Services 4

2.1.2. Support to Education 4

2.1.3. Social Welfare Services 4

2.1.4. Governance and Response 4

2.1.5. Public Works and Infrastructure 5

2.1.6. Environmental Management 5

2.1.7. Economic and Investment Promotion 5

2.2. CSIS Core Concepts 6

2.3. Reasons for Non-Availment and Satisfaction/Dissatisfaction 7

2.4. Socio-Demographic and Housing Profile 8

2.5. Perception of Corruption 9

2.6. Attitudes Toward the LGU 9

2.7. Overall Satisfaction 10

2.8. Overall Need for Action 11

2.9. Recommendations for Improvement 11

3.1. Project Cycle 12

3.2. The LRI Team 14

3.2.1. The Project Manager (PM) 14

3.2.2. The Field Supervisor (FS) 15

3.2.3. The Field Interviewer (FI) 16

3.2.4. The Data Processor (DP) 17

3.3. Translation of the Questionnaire 17

3.4. LGU Service Delivery Baseline Data 18

4.1. Probability Sampling Proportional to Size 20

4.1.1. Generating Sample Spots 21

4.2. Sampling BEFORE Field Coverage 22

4.3. Sampling DURING Field Coverage 23

5.1. Before Leaving for Area Coverage 30

5.2. Upon Arrival at an Area before Interviewing 30

5.3. Introducing Yourself to the Respondent 31

5.4. Informed Consent Form 31

5.5. Socio-Demographic Page 31

5.6. Probability Respondent Table / Kish Grid 32

5.6.1. Six-Month Residency Requirement for PRs 32

5.6.2. Eighteen (18) and Above Age Requirement 32

5.7. Interview Proper 33

5.7.1. After Interviewing 35

5.7.2. After Area Coverage 35

5.8. Data Editing 35

5.8.1. Control Pages 36

5.8.2. Probability Respondent Table/Kish Grid 36

5.8.3. Back Checking 37

6.1.1. Adding New Codes 38

6.1.2. Standard Codes 38

6.3. Generating Frequency Distribution Tables 39

6.4. Processing Qualitative Responses 39

7. ANALYSIS PLAN AND PROCEDURE 40

7.1. Percentage Scores 40

7.1.1. Percentage Scores for Service Indicators 40

7.1.2. Overall Service Area Percentage Scores 40

7.1.3. Citizen’s Overall Satisfaction and Need for Action Percentage 41

7.2. Adjectival Ratings 41

7.3. Action Grid 42

7.3.1. Continued Emphasis 43

7.3.2. Exceeded Expectations 43

7.3.3. Secondary Priority 43

7.3.4. Opportunities for Improvement 43

7.4. Analysis and Discussion of Processed Qualitative Data 44

8. REPORT PREPARATION AND EVALUATION 45

8.1. Citizen Satisfaction Report Preparation 45