Republic of the Philippines Department of Education REGION IIJ-CENTRAL LUZON REGIONAL MEMORANDUM No. 102 _s. 2021 IMPLEMENTATION OF CLIENT/CITIZENS SATISFACTION SURVEY FORM TO Schools Division Superintendents SGOD and CID Chiefs ‘School Heads All others concerned 1. This is in reference to Memorandum (DM-PHROD-2021-0165) dated March 04, 2021 signed by the Undersecretary for Planning, Human Resource, and Organizational Development, Undersecretary Jesus R. Mateo, _ titled: Implementation Standardized Citizen/Client Satisfaction Survey (CCSS) Form in the Department of Education. 2. This aims to further improve the Department's efforts in gathering feedback on our services in compliance with the Republic Act (RA) No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 and Memorandum Circular (MC) No. 2019-002 dated August 13, 2019, entitled, Guidelines on the Implementation of the Citizen's Charter in Compliance to RA 11032. 3. _ In view of this, all Schools Division Offices with declared services in the 2020 Citizen’s Chartered are advised to use the Standardize CCSS Forms, both in physical and google form. 4. Considering the present situation due to pandemic, all SDOs are also requested to develop strategies/mechanism to ensure CCSS Forms were fully accomplished after each transaction (e.g. face-to-face, e-mail, phone call, etc.). 5. Attached are the following: 5.1 Memorandum (DM-PHROD-2021-0165) dated March 04, 2021 5.2 Annex A: Client/ Citizens Survey Satisfaction Form 5.3 Annex B: Quick Guide in Conducting the Citizen/Client Satisfaction Survey (CCSS) Form 5.4 Annex C: Sample online Survey CCSS- Google Form 6. Immediate dissemination and compliance. May B. ECLAR, PhD, CESO IIT ’egional Director - ~ i f (P) 2 )_auseetsnne sve ca, int cmetsn ado [SA =: aa? Telephone Number: (045) 598-8580 to 89; Email Address: region3@deped.gov.ph yeasAnnex C: Attachment No. 4.3. to Office Memorandum ‘Sample online CCSS - Google Form 2-" DepEd Central Office Client Feedback Form ‘Your experience matters t0 ust (Ang iyong karanasan ay mahslaga sa amin!) Privacy Notice: The personal information included in thie document should only be used for the purposes of Gministering the survey, Any personal information included herein may not be used for Serer purpose aside from those stated above. (ang mga personal na impormasyon 2a dokumentong ito ay maaari lamang gamitin pare 93 IGyunin ng su-vey na ito. Hing Re gagamitin sa iba pang mga layunin maliten se nabengait.) sReauired Client Information (Impormacyon ng Kllyente) Name (optional): Pangalan (opsyonal) Date Service Acquired (Petea ng Pagkuha ng Serbieyo) * Servicing Office (Opleinang Pinagkuhanan ng Serbicyo) * Page 1 of 4DepEd Central Office Client Feedback Form * Required Service Acquired (Serbisyong Kinuha) * “If Others, please specify Client Satisfaction Rating Kina the sity of serie prvded by checking the aporoeate bo wth being the hes tng Siu sing ic Towest Select NIN i tat Sere Gully Bmensio Is ot appcable fr te svice. (8 ‘uisandns, 4 Very Sseg2-Sastee,2-Ursntsieg, Poo W/A-Not Aaplesbe) Responsiveness (Pagtugon) * Witingtess ol, esss and provide prompt serie (Mandang tamugon at magbigey ang mab na Rating ° ° Reliaity (Moaasahan) * Pee lea ora tahooy no ppeny mp sebyo ayn a8 Raker ameae8) 5 4 3 q 1 Na Rating oO O° O° [e) Page 2 of 4‘Access & Facilities (Lokasyon at Pasilidad) ‘Conceniece at eatin, ample arenes fr a comfortable raneacton, sd he use feet sgrages Serene ccnalogy bine maportonn on hr ot magart arg pened #8 param api” arg mainaw naar) 5 4 3 2 1 Na Rating Oo Oo cy O° O° Oo (Communication (Pakikipag-usap) * Det of keping etizens and businesses nfoemedin alanguage they can esi undestne at wel [Slog tr eccbock Poni egnyan a3 tent sa paraangalnaw ot navunewaon kosame fg mge pin ps) 5 4 3 2 1 NA Rating oO °O O° Oo O° oO Costs (Gastos) * Salztaton wt the rene of he ig bill processes, prefers methods of payment pera ier moneysecepale ange c east ara guntavenormaton onthe coat each sence halogens ning xatumbor © SS!) Rating Oo oO oO ° O° O° Integrity (Katapatan) * ‘surance ht thee is honesty justice, fess ang st in ech erie we ding wit the cen Totapnan husioye, pets Ua habSrg"akP Rating ° O° fe) °° ° O° ‘Assurance (Pagtitiwala) * Capsbity of entine salts to perform hei dues, product ard service knowledge, understanding tien reed, hetness, one god work eltonshins (aiguunan na gampenan ang unghutn 9 may ‘ufamen so serio, pag-unawn so mga pangangatensen no Kyente, mation, st masyoe rs s 4 3 2 1 NA Rating O° i) O° Oo ° oO Page 3 of 4Costs (Gastos) * ‘Satisfaction withthe imines ofthe iling biling prcessies,petrred methods of pment seriod value for money, acceptable range of costs, and auatlve formation onthe costal each service (ontento so serbisyongnatanggap at a halagangnaging katombae 0 Sayer), 5 4 3 2 1 Na O° Rating Integrity (Katapatan) * Assurance that theres honesty juste fines and tust in each service while desing with he cents ‘and businesses (Papiyak sa serbisyong may katopatan hustsya pala a tinal se habarg raking ‘gnayan sa iyente) 5 4 3 2 1 Na. Rating O° ° O° ° O° O° Assurance (Pagtitiwala) * Capaiy of rontine sal o perorm tet duis product and service knowledge understanding ent needs elofuness and good work relationships Kasiutuhan na gampanan an turokulin, na may ‘salman sa sertsyopag-unawa sa mga pangangatangan np Niyene, matulungin at maayes na ‘pnayan sa uabane) 5 4 3 2 1 NA Rating ° Oo Outcome (Resulta ng Serbiyo) * Rate in terms of schieving outeornes of realizing te intended benefits ofthe service (Matkahan ang pangialanatang seroioyenanatanggep) Rating oO oO (e) O° ° ° Suggestions/Compliments/Comments (Suhestiyon/Papuri/Momento) * Page 4 of 4——— | annex A. Attachment No 4.1 to Office Memorandum ee Depai You Republic: rtmeni’of Education Conta No. ur experience matters fous! ‘Ang iyong karanasan ay mahalaga sa amin! |. Client information (Inpormasyon ng Kivente) Name (Optional) ‘Pangalan (Opsyonal) Office vised pisinang bina ‘Senicels received ‘Serbisyong natanggap Date Visited Petsang Paghisita Contact deals I. Client Satisfaction Rating ‘Kindly rate the quay of service provided by checking the appropri (Lagyan ng tsek ang Kahong nagsasaed ng iyong karanesan ukol 8 ‘serbisyong natenggep,) te box. Leave as blank the citerion isnot applicable forthe service. sorbsyong natenggep. Iwenang blanko ang pamantayan kung ay hindl angkop 83 CRITERIA VeryDatsttes | Disasted Nova satstod | VorySatsfee ibang’ | Hi nsyaton Nesyaban athang asa asian 1, RESPONSIVENESS (PAGTUGON) ingest i ae, re pris prot ei Hanh mugen t magopaynang ads a sro ski) RELIABILITY (MAAASAHAN) Pron wit wa odd nd wt ss prom, n scat ih cy ar dons oo mio orr ao 37 DDD Sere aon risa gaara) “ACCESS & FACILITIES (LOKASYON AT PASILIDAD) ‘Conan ofbesin amp anes ra confab vnc ante {nso spoge and mas of cncogy habe map an ig at Imager ng pose pana arg mana re rat) “E COMMUNICATION (PAKIKIPAG-USAP) ‘cote tee od bass vied alangge by cn easly dered a el iin aria Potpspogryan Aye reangrsin i oustowao ama ary ms pion v-) % COSTS (GASTOS) Sablon mh a cies cf eg bing process, pore meds ‘pao pored, le many, seal age econ, ons atatve ‘ramen ont conte oy sare Kot 8 airy mtg 32 alga ania aba bya ‘INTEGRITY (KATAPATAN) Copan sal opr des, prt! and eve op, \aortanng cnt reese Pues, ad god wok morse esse ganar ag tg, nay tala 0, ppnow 8 apart yeaa man ayers abo) 7. ASSURANCE (PAGTITIWALA) saree at hr one), ste, fess. and stn ech ec wie (bain wh be ot are ues Papa 0 sag may ata, ta pls lS aban lig ayn gel) OUTCOME ‘Assn tl aioe, sie, acs, a rst ech sic we Ale wie cts an busses Pag sa erg sy atop, ty ats at tang mating rays jee) Ii, Suggestions/Compliments/Gomments (Sunestyon/PapuriKomento) ‘Thank you for your valuable input to help us continuously improve our services! Maraming salam sa iyog tlong pare s2ikauuniadng among serbsyo! ay Not: ‘Te perc inonaonnduced fe coumen solo be ed re puposes act sey Ay personal infomation ned Hern ay ott we ober pone as6s om Bow id above Pray Note: ‘Arg peso na mprmasye 9 tuna fay sstlanang gan pa tng ya Pome i ernAnnex B Attachment No. 4.2, to Office Memorandum Quick Guide Conducting the Citizen/Client Satisfaction Survey (CCSS) Type of | survey Method Process ~ |. Greate an online CCSS form through any or all of the following platforms: ‘© websites or social media accounts managed by the DepEd central, regional, and schools divisions offices and schools Online ‘© Google/Microsoft Forms and other data Client Online CCS Eom gathering software * Human Resource Information System (HRIS) available for internal services in the office Embed survey link in all email responses. * Secure the contact number and email address Phone/ |_Online CCSS Form of dient and send the CCSS form via email SMS * Read the survey questions to the client over Client | Physical CCSS Form the phone and write the answers on the printed CCSS form Post the link or QR Code of the GCSS form on the transaction window/wall If possible, provide a kiosk where clients can access the online CCSS form = Hand over the printed CCSS form to the client an after each transaction Walkin | Physical CSS Form | , Designate a space where clients could fil out the form comfortabl Online CCSS Form Face-to-face interview |» ea (Woe) and Read the survey questions to the client and ‘elderly who may need write the answers on the printed CCSS form assistance Reminders: 1. Based on the Client Feedback requirement for the grant of PBB for FY 2021, only the services declared in the 2020 Citizen's Charter are required to capture client feedback. 2. Rating criteria (as defined in MC 2020-1) should be complied with. However, at the discretion of the DepEd unit conducting the survey, a criterion not applicable to the nature of the service/s offered can be removed from the list. 3. The CCSS form should use a 5-point Likert scale: 5-highest satisfaction rating, and ‘lowest satisfaction rating, 4, In compliance with the Data Privacy Act of 2012, all survey forms should include a privacy notice (verbatim) stating the following: Page 1 of 2“The personal information included in this document shall only be used for the purposes of administering the survey. Any personal information included herein may not be used for other purposes aside from those stated above.” Survey forms should be available/transiated in the language widely-used in the locale of the survey. The use of the online CCSS form over other survey methods should be ‘encouraged. This can be done by posting the link or QR code of the online form on transaction windows/walls, websites and online platforms, and through the inclusion of the form or its link in email responses. Printed copies of the CCSS form should be made available for transactions requiring physical presence and in instances or locales where the use of online forms is not possible (ex. gadget or internet signal is unavailable). |. While there are no specifications (color, size, thickness) for the paper to be used in their production, printed CCSS forms must be cost-efficient, easy to read and use. |. Personnel in DepEd units conducting the CCSS should help clients encountering difficulties in accomplishing the survey forms. Page 2 of 2Republika ng Pilipinas Department of Education OFFICE OF THE UNDERSECRETARY PLANNING, HUMAN RESOURCE AND ORGANIZATIONAL DEVELOPMENT MEMORANDUM DM-PHROD-2021-0165 TO 3 Undersecretaries Assistant Secretaries Regional Directors Schools Division Superintendents Public Elementary and Secondary School Heads All Others Concerned oe FROM JESUS L.R. MATEO UntlezSecretary for Planning, and Human Resource and Organizational Development SUBJECT : Implementation of the Standardized Citizen/Client Satisfaction Survey (CCSS) Form in the Department of Education DATE (04 March 2021 To ensure continuous government improvement towards seamless public delivery, all government agencies are required to submit a report on the result of their client satisfaction survey every fiscal year (FY). Such requirement is anchored in Republic Act (RA) No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 and Memorandum Circular (MC) No. 2019-002 dated August 13, 2019, entitled, Guidelines on the Implementation of the Citizen’s Charter in Compliance to RA 11032. In addition, streamlining of activities and the establishment of a harmonized client/citizen satisfaction survey is an eligibility criterion for the grant of the Performance-Based Bonus (PBB) specified in MC No. 2020-1 issued by the Inter-Agency Task Force (AO25 IATE) on the Harmonization of the National Government Performance Monitoring, Information and Reporting System. Fortunately, units in the Department of Education (DepEd) have been in collaboration to achieve favorable ratings on client satisfaction (CSAT) since 2019. This is in cognizance of the importance of client feedback in the assessment of the quality of our service delivery. Data collected from surveys recognized the areas with satisfactory service delivery and identified those needing improvement and intervention. This year, to further improve the Department's efforts in gathering feedback on our services, the Bureau of Human Resource and Organizational Development - Organization Root 102, Rizal Building, DepEd Complex, Meralco Ave., Pasig Cicy 1600 ‘Telephone No. (02) 863-7206 | Telefax No. (02) 865-8498 mall Addrest usec phroddideped.gov ph | Website: www deped gor phEffectiveness Division (BHROD-OED) shall implement the use of a Standardized DepEd Citizen/Client Satisfaction Survey (CCSS) Form. In view of this, all DepEd units with services declared in the 2020 Citizen’s Charter are requested to use the following templates and references effective immediately: DOCUMENT LINK T._CCSS Form (Annex A) 2. Quick Guide in Conducting the CCSS bitly/DepEdCCssMaterials (Annex B) 3, Sample online CCS5 Form - Google Form used in the DepEd Central Office bitly/DepEdCOFeedback (Annex ©) _ @ SS ena www.deped.gov.ph/about-deped /citizenscharter ‘The prescribed survey form may be modified, given that all these conditions are adhered to: 1. Survey forms should state the privacy notice (verbatim), in observance of the Data Privacy Act of 2012 “The personal information included in this document shall only be used for the purposes of administering the survey. Any personal information included herein may not be used for other purposes aside from those stated above.” 2. The client satisfaction rating matrix should include the parameters below. ‘A. 5-point Likert scale with 5 as the highest satisfaction rating and 1 as the lowest; B. Rating criteria (as defined in MC 2020-1). Service Quality _ Dimension pee Responsiveness | Willingness to help, assist, and provide prompt service to clients and/or businesses ae provision of what was needed and what was promised, in accordance ay with the policy and standards, with zero to a minimal error rate Access & convenience of location, ample amenities for a comfortable transaction, Facilities and the use of clear signage and modes of technology Communication | #t of Keeping citizens and businesses informed in a language they can easily understand, as well as listening to their feedback aS Root 102, Rizal Building, DepEd Complex, Meralco Ave. Pasig City 1600 ‘Telephone No. (02) 8655-7206 | Telefax No. (02) 8631-8394 ‘Email Adress: wee prod deped.gov.ph | Website: worw.deped gov ptsatisfaction with the timeliness of the billing, billing process/es, preferred methods of payment period, value for money, acceptable range of costs, coe and qualitative information on the cost of each service ese assurance that there is honesty, justice, fairness, and trust in each service erity while dealing with the clients and businesses ‘capability of frontline staff/s to perform their duties, product and service Assurance knowledge, understanding client needs, helpfulness, and good work relationships Tate in terms of achieving outcomes or realizing the intended benefits of government services Outcome “Note that DepEd units are only allowed to remove a criterion if it is not applicable to the service/s being provided. 3. Survey forms should be available/ translated in the language widely-used in the locale of the survey. BHROD-OED conveys its gratitude to all DepEd units for the ardent support to CSAT - related activities and requirements. This office requests the same, if not intensified, cooperation on the adoption of the standardized CCSS Form. Further, an issuance regarding the institutionalization of a CSAT mechanism in the Department will be released separately. For inquiries and/or clarifications, please contact Ms. Rose Albo or Mr. Kean Alicante of BHROD-OED at bhrod.oed@deped.gov.ph, using the subject line: (Name of office)-CCSS. For your appropriate and immediate action. IBHROD-OED/SAlto} Leen eee nn en UTE EE ‘Room 102, Rizal Building, Dep Complex, Meraleo Ave. Pasig Ci 1600 “Telephone No. (02) 8633-7206 | Telefax Nos 02) 8631-2498 Email Address: usee-phrod@deped.gow-ph | Website: wew-deped.gow-ph