aMENT C Nap, 3 OFFICIAL “ SRELEARE Republic of the Philippines. Eee, DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT)”, Tim DILG-NAPOLCOM Center, EDSA cor. Quezon Avenue, West Triangle, Quezon Git wn dilg.gov.ph CIRCULAR a No. 2023-() 0) 4 SUBJECT : GUIDELINES ON THE HARMONIZED CLIENT SATISFACTION MEASUREMENT DATE FEB 03 2023 4.0 Background Pursuant to Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 mandating all government agencies to establish a feedback mechanism and client satisfaction measurement, the Department is implementing its client satisfaction measurement mechanism as documented in System Procedure No. 07 (Client Satisfaction Survey) of the National Quality Management System. To aid government agencies in improving compliance with the provisions of RA 11032 on client satisfaction measurement, the Anti-Red Tape Authority (ARTA) issued Memorandum Circular No. 2022-05 dated September 20, 2022 on the Guidelines for the Implementation of the Harmonized Client Satisfaction Measurement (CSM). The Memorandum Circular provides “a harmonized and standardized framework in measuring client satisfaction across all levels of the government.” 2.0 Purpose This Circular is issued to provide guidelines to all Bureaus, Services, Regional Offices, and the Emergency 911 National Office on the adoption and implementation of the Harmonized Client Satisfaction Measurement. 3.0 Scope and Coverage The Harmonized Client Satisfaction Measurement shall be implemented for all external and internal services included in the DILG Citizen’s Charter. 4.0 General Guidelines 4.1 Methodology of the Client Satisfaction Measurement 4.1.1 Identification of Respondents. The Client Satisfaction Survey (CSS) shall be administered to all clients with completed “Matino, Mahusay at Maaasahan” Trunkline No.: 8876-345444.2 41.3 transactions. A required minimum number of respondents shall be set for each service/process, which will be based on the average annual number of transactions conducted for the process. Sample Size. Process Owners shall determine the minimum number of responses required per service using the calculator which can be downloaded from this link: https //bit\y/CSM- Sampling 4.1.2.1 The average annual number of transactions shall be based on the yearly number of transactions conducted for the process since 2020. 41.22 For multi-stage processes and standalone processes at the Central Office including the Emergency 911 National Office, the Central Office Process Owner shall determine the minimum number of responses. 41.2.3 For standalone processes in the Regional, Provincial, and Field Offices, the Regional Process Owner shall determine the minimum number of responses, accounting for the combined amount of transactions at the Regional, Provincial, and Field Office levels. 4.1.24 Bureaus, Services, and Regional Offices, through their Streamlining Focal Persons, shall report the calculated sample sizes for the year to the DILG-CART Secretariat as an attachment to the first submission of the Consolidated Client Satisfaction Report (CCSR). Conduct of the Survey. Process Owners and/or Action Officers may administer the survey using any of the appropriate data gathering method/tool. 4.1.3.1 For walk-in or on-site clients, the survey shall be administered using the on-site version of the Client Satisfaction Survey. The on-site version may be administered using a printed form or a digitized form, provided that the digitized form follows the prescribed format and content. 4.1.3.2 For remote or online clients, the survey shall be administered using the online version of the Client Satisfaction Survey. 42 Client Satisfaction Survey (CSS) Form 421 Content of the CSS Form. The Department shall adopt the survey questions prescribed by the ARTA as indicated in the Client Satisfaction Measurement Questionnaire (Annex A of ARTA MC No. 2022-05). The questionnaire includes questions related to the Page 2 of 64.2.2 client's demographic information, their awareness of the Citizen's Charter, overall satisfaction with the service availed, and service quality dimensions. Revised CSS Form. All Offices are instructed to use the revised Client Satisfaction Survey Form (See Annex A of this Circular.) The revised form shall be available for download at the NQMS Documented Information Management System (DIMS) website. In cases where the revised CSS Form is not applicable as is, e.g for services that require a more specific questionnaire, OPRs may modify the Client Satisfaction Survey Form, provided that the client demographic and Citizen's Charter questions are still present, and the client will not take more than five minutes to accomplish the modified form. 4.3. Rating and Scoring System 43.1 43.2 43.3 Rating Scale. The Client Satisfaction Survey shall use the Five- Point Likert Scale in rating the service for each service quality dimension (SQD). Scale Rating lee Strongly Disagree | Disagree 7 Neither Agree nor Disagree Agree fee Seer Strongly Agree ‘Scoring per Question. The percentage of respondents that rated “Agree” and “Strongly Agree” for each SQD question shall be computed to determine the score per SQD. Overall Scoring. The percentage of respondents that rated “Agree” or “Strongly Agree" for all eight SQDs shall be computed to determine the overall score of the process/Office. The results shall be interpreted using the following matrix: L Percentage Rating Below 60.0% Poor 60.0%-79.9% Fair ti 80.0%-94.9% Satisfactory 95.0%-100% Outstanding All processes/Offices shall aim to achieve an overall score of “Satisfactory” or higher. Page 3 of 6434 CSS Objective in the National Quality Management System. In relation to the new rating target, the CSS Objective in the NOMS shall now be stated as follows: eee ‘of accomplished Client Satisfac Objective | have a rating of “Agree” or "Strongly Agree’ in all Service Quality Dimensions (SQDs). Target | 80% [Total number of responses with a rating of Indicator | “Agree” or “Strongly Agree” in all Service Quality Dimensions (SQDs) / Total number of responses received] x 100 4.3.4.1 Alloffices whose services/processes are documented in 43.4.2 43.43 a Quality Procedure with a CSS Objective are instructed to revise all forms where the CSS Objective, target, and/or indicator appear. Change requests shall be facilitated through the System Procedure on document control (SP-DILG-01), For processes with percentage targets higher than 80% shall retain the higher target The Central QMS Secretariat shall initiate the Document Change Requests for affected Quality Procedures. Revised Operating Procedure Manuals will be sent to the concerned Offices for signature. 5.0 Monitoring and Reporting of Results 51 5.2 Reporting Procedure. All Offices shall collect, summarize, and report the CSS results using the following forms: Form CSS Data Sheet All Process Owners _ Client Satisfaction Report (CSR) All Process Owners. Consolidated Client Satisfaction Report (CCSR) Streamlining Focal Persons Kindly refer to Annex B of this Circular for the illustrated reporting procedure and schedule. Annex C indicates which office/level shall administer the CSS survey and record/report the results. Sample filled-up forms are also attached (Annex. D) for reference. Reporting Period and Sched! reported after each month. Page 4 of 6 CSS results shall be summarized and524 5.2.2 5.2.3 5.2.4 The Client Satisfaction Report (CSR) shall be prepared monthly by the responsible personnel, to be submitted to the concerned level/office on or before the scheduled date. 5.2.1.1 Formulti-stage processes, the Client Satisfaction Report prepared by the Provincial/Regional/Central Office Process Owner and shall reflect CSS results from the reports submitted from originating offices (FO/PO/RO). 5.2.1.2 For standalone services, the Client Satisfaction Report shall reflect the CSS results of transactions administered by the responsible personnel at their level. For Regional and Provincial Offices, the Client Satisfaction Report shall also include the results from the reports submitted from originating offices (FO/PO), if applicable. The Consolidated Client Satisfaction Report (CCSR) shall be prepared monthly by the Office Streamlining Focal Person, to be submitted to the FMS-Management Division every 15" working day of the ensuing month. The CCSR shall summarize the CSS results of all processes under the supervision of each Office. For the reporting of performance for CSS Objectives under SP- DILG-08 (Process Performance Monitoring and Measurement), Process Owners shall refer to the Client Satisfaction Report or the Consolidated Client Satisfaction Report. ‘The FMS-Management Division shall prepare the Department-wide Client Satisfaction Measurement Report (CSMR) annually, to be submitted to the ARTA on or before the prescribed deadline for the year. 6.0 Repealing Clause 7.0 8.0 All previous issuances inconsistent with this Circular are hereby superseded/rescinded. Transitory Provision All Offices shall continue implementing the Client Satisfaction Survey based on the current SP-DILG-07 until the revised system procedure takes effect. Annexes Annex A: Annex B: Annex C: Annex D: Client Satisfaction Survey (CSS) Forms CSM Reporting Procedure List of Services with CSM Requirement CSM Reporting Tools a) CSS Data Sheet b) Client Satisfaction Report (CSR) c) Consolidated Client Satisfaction Report (CCSR) Page 5 of 69.0 Reference ARTA MC No. 2022-05 re: Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement 10.0 Effectivity This Circular shall take effect immediately. APPROVED BY: ie ~ ATTY, BENJAMIN C. ABALOS, JR. Secrétary OSECIBCNOASAFCIEAWFMSMOIDpDEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION SURVEY (ON-SITE) ‘Narn of Ofice/Operating Unit ‘Name of Service Provided: Dear Client, Kindly fill-up this survey form and let us know your experience while transacting official business with us. DILG shall comply with the Republic Act No. 10173 or the Data Privacy Act of 2012; any personal information you choose to share will be kept confidential. Client Type: Client Ci Business Ci Government (Employee or from another agency) Date: Age: Below 18y/o 1 18-24y/o 25-34y/o 1 8544y/o 145-54y/o C155-64y/o 165 y/oand above Gender: Region of residence: Instructions: Puta check mark (¥) beside the statement that best describes your awareness and experienc in using the DILG Citizen's Charter (CC). Te Citizen's Charter (CC) isan oficial document that reflects the services of a rovernment agency office including its requirements, fees, and processing times, among others CCI. Which ofthe fllowing best deserbes your awareness ofaCC? 1, Vnow whata Cis and Lsaw this office's CC. 2 now what a CCis but | dd NOT see this office's CC. 13, Heamed ofthe CC only when saw this office's CC 15.4. I donot know what a Cisand didnot see one in this office. (Answer N/A’ on CC2 and CC3) G2, aware of C (answered 1-3 in CC1), would you say that te CC ofthis ofice was D1 Easy tosee (D4, Not visible atl 15.2 Somewhat easy to see Os.N/n 3. Dieulto see TEE aware of C (answored codes 13 in CCT) haw much did the Cohelpyou Tn your Wansacton? 1. Helped very much 1053. Did nat help 52 Somewhat helped O4N/A Instructions: For the following items, puta checle mark (¥) on the column that best describes your satisfaction level, ©) 0) © |O|O | » strongly | Disagree | NoitherAgree | Agree | Strongly | Not Disagree nor Disagree ‘Agree | applicable ‘SQDO. | am satisted with the service thatIavoiled. 'SQD1. I spent a reasonable amount of me for my transaction. '$QD2. The office followed the wansaction’s ‘requirements and steps based on the information provided. et 'SQD3. The steps (inclding payment) Ineeded to do {or my transaction were easy and simple. 'SQD4. easly found information about my transaction from the office or its website. 'SQDS. paida reasonable amount of fees Tor my transaction. '$QD6. fee the office was fair to everyone, oF ] “walang palakasan’, during my transaction. 3QD7. I was treated courteously by the staff and GF T asked for help the staf was helpful 'SQDS. I got what I needed from the government office or {if denied) denial of request was sufficiently explained to me. ‘Suggestions on how we can further improve our services: Name (optional): Contact number: Email address: ‘THANK YOU!DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION SURVEY (ON-SITE) ‘Name of Office/Operating Unit: ‘Name of Service Provided: ‘Minamahal naming Kliyente, Pakisagutan ang sarbey na ito at lahad ang inyong mga puna sa serbisyong aming ibinigay. Ang DILG ay sumusunod sa Batas Republika Blg, 10173 0 ang Data Privacy Act of 2012; mananatiling confidential ang mga personal na impormasyong maibabahag) Uring Kliyente: (Client Cl Business Cl Government (Employee or from another agency) Pets Edad: COBelow 18y/o (118-24 y/o 125-34y/o O135-44y/o O45-54y/o0 O55-64y/o 0 65y/oand above Kasarian: Rehiyon kung saan nakatira: Panuto: Lagyan ng tsek () sa tabi ng pahayag na naglalarawan ng inyong kaalaman at karansan sa paggamit ng Gabay ng Mamamayan ng DILG. Ang Gabay ng Mamamayan ay isang dokumento na nagpapakita ng mga serbisyo ng isang tanggapan ng pamahalaan at mga ‘kaalabat nitong kahilingan, babayaran, at tagal ng pagpoproseso, atop, Ci. Alin sa mga sumusunod ang naglalarawan ng iyong kaalaman sa CC/Gabay? 1. Alam ko kung ano ang Gabay, at nakita ko ang Gabay ng tanggapang ito. D2, Alam ko kung ano ang Gabay, ngunit hind! ko nakita ko ang Gabay ng tanggapang ito, i 113. Nalaman ko kung ano ang Gabay noong nakita ko nakita ko ang Gabay ng tanggapang ito. 0.4. Hindi ko alam kung ano ang Gabay, at hind! ako nakakita ng Gabay sa tanggapangito. (Piliin ang N/A sa CC?2 at CC3) CCB. Kung alam ang Gabay, masasabi mo ba na ang Gabay ng tanggapang ito ay: C1 Madaling makita 014. Hindi makita 0.2, Bahagyang nakikita Os.N/a 0.3. Mahirap makita CS. Kung alam ang Gabay, gaano nakatulong ang Gabay sa iyong transaksiyon? 1211. Lubos na nakatulong, (D3, Hindi nakatalong 2. Bahagyang nakatulong D4.N/A | Panuto: Para sa mga sumusunod na bilang, lagyan ng tsek (ang columa na naglalarawan ng inyong antas ng kasiyahan. Q OO | ™ Strongly | Disagree | NeitherAgree | Agree | Strongly | Not Disagree nor Disagree ‘Agree _| applicable )PO. Nasiyahan ako sa serbisyo na aking hiniling. ‘SQD1. Tama lamang ang oras na aking inilaan para satransaksiyon. ‘SQD2. Sinunod ng tanggapan ang mga kahilingan at hhakbang batay sa impormasyong ibiniga 'SQD3. Madali at simple lamang ang mga ‘kinakailangang gagawin para sa aking transaksiyon (cabilang ang pagbabayad), 'SQD4, Madali kong nahanap ang impormasyon ‘tungkol sa aking transaksiyon mula sa tanggapan 0 eanilang website. | 'SQDS. Tama lamang ang halaga ng mga bayarin para sa transaksiyon, 'SQD6. Naramdaman kong patas o walang palakazan sa tanggapan para sa aking transaksiyon, 'SQD7, Matulungin at magalang ang pakikitango sa akin ng mga kawat 'SQDB. Natanggap ko ang aking kailangan mula sa tanggapan, o kung hindi napagbigyan) malinaw na nnaipaliwanag kung bakit hindi pinagbigyan. Mga mungkahi sa kung paano pa mapapabuti ang aming serbisyo: Contact number: Email address: MARAMING SALAMAT!DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION SURVEY (ONLINE) BTN Nore of Ofce/Operating Unit: CERRO cre of Service Provided: Dear Client, Kindly fil-up this survey form and let us know your experience while transacting official business with us. DILG shall comply with the Republic Act No. 10173 or the Data Privacy Act of 2012; any personal information you choose to share will be kept confidential, Client Type: client C1 Business Ci Govern Age Below 18y/o C118-24y/o 125-34y/o 135-44y/o 145-54y/o O55-64y/o C65 y/oandabove Gender: Region of residence: (Employee or from another agency) Date: Instructions: Puta check mark (¥) beside the statement that best describes your awareness and experience in using the DILG Citizen's Charter (CC). The Citizen’s Charter (CC) is an official document that reflects the services of a government agency office including its ‘requirements, fees,and processing times, among others CCI. Do you know about the Citizen's Charter? 1. Yes, aware before my transaction with this office. 2. Yes, but aware only when I saw the CC ofthis office. | 13. No, notaware ofthe CC. (Skip questions CC2 and CC3) G2. If your answer tothe previous question is Ves, did you see this office's CC? O11. Yes, the CC was easy to find 112.Yes, but the CC was hard to find, 13. No,1 did not see this office's CC CC3. If your answer to the previous question is Ves, did you use the Cas a guide for the services you availed?” O11. Yes, I was able to use the CC. 5.2. No, was not able to use the CC. Instructions: For the following items, puta check mark () on the column that best describes your satisfaction level ©/©) © |O|O| » Strongly | Disagree | NeitherAgree | Agree | Strongly | Not Disagree nor Disagree '$QDO. am satisfied with the service that | availed. ‘SQDA. spent an acceptable amount of ime for my ‘wansaction, ‘SQDZ. The office accurately informed me and followed th tion's requirements and steps. '$QD3. My online transaction (including steps and ‘payment) was simple and convenient. 'SQD4. [easily found information about my transaction from the office or its website. ‘SQD5. I paid an acceptable amount of fees for my transaction. 7 '$QD6. lam confident that my online transaction 'SQD7. The office's online support was available, or | (iCasked questions) was quick to respond, | 'SQDB. I got what I needed from the government | office, Suggestions on how we can further improve our services: Name (optional): Contact number: Email address: ‘THANK You!DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION SURVEY (ONLINE) Name of Office/Operating Unit: ‘Name of Service Provided: Minamahal naming kliyente, Pakisagutan ang sarbey na ito at lahad ang inyong mga puna sa serbisyong aming ibinigay. Ang DILG ay sumusunod sa Batas Republika Big. 10173 o ang Data Privacy Act of 2012; mananatiling confidential ang mga personal na impormasyong maibabahagi. Uring Kliyente: Cl Client [i Business Government (Employee or from another agency) Petsa Edad: C1Below 1y/o (118-24y/o 125-34y/o O35-#4y/o 45-54y/o O55-64y/o C65y/oandabove Kasarian: Rehiyon kung saan nakatira Panuto:Lagyan ng sek (¥) sa tabi ng pahayag na naglalarawan ng inyong kaalaman at karansan sa paggamit ng Gabay ng Mamamayan 1g DILG. Ang Gabay ng Mamamayan ay isang dokumento na nagpapakita ng mga serbisyo ng isang tanggapan ng pamahalaan at mga kakibatntong kabilingan, babayaran, at tagal ng pagpoproseso,atbp. [CCI May alam kaa tungkol sa Gabay ng Mamamayan? 1, Oo, alam ko ang Gabay bago ang aking transaksiyon sa ahensiyang ito. 2, Oo, ngunit nalaman ko lamang noong nakita ko ang Gabay ng ahensiyang to, 213, Wala akong alam tungiol sa Gabay. (Laktawan ang CC2 at CC3) ‘CCZ, Kung ang yong sagot sa nakaraang tanong ay Oo, nakita mo ba ang Gabay ng ahensiyang Ro? 111.00, madall kong nahanap ang Gabay. 02.00, ngunit nahirapan akong hanapin ang Gabay. (13. Hindi ko malta ang Gabay ng ahensiyang ito, Laktawan ang C3.) 3, Kung ang yong sago sa nakaraang tanong ay 00, nagamit mo ba ang Gabay para sa serbsyo naiyonghinling? 0 1.00, nagamit ko ang Gabay. L__ 02 tind ko nagamit ang Gaba Panuto: Para sa mga sumusunod na bilang, lagyan ng tsek (7) ang column na naglalarawan ng iayong antas ng kasi C/O) OO OO] » Strongly | Disagree | NeitherAgree | Agree | Strongly | Not Disagree nor Disagree ‘Agree _| applicable 'SQDO. Nasiyahan ako sa serbisyo na aking hinling ‘SQDi. Tama lamang ang oras na aking inilaan para sa transaksiyon, 'SQD2. Naipaalam sa akin at sinunod ng tangzapan ang mga kahilingan at hakbang ng transaksiyon. | 'SQD3. Madali at simple lamang ang mga kinakailangang gagawin para sa aking online na transaksiyon (kabilang ang pagbabayad). 'SQD4, Madali kong nahanap ang impormasyon | tungkol sa aking transaksiyon mula sa tanggapan 0 | kanilang website, | 'SQDS. Tama lamang ang halaga ng mga bayarin 1 para sa transaksiyon, 'SQD6. Tiwala akong ligtas ang aking online na transaksiyon. ‘SQD7. Ang online support ng tanggapan ay nnakahanda, o (kung may katanungan) mabilis ‘tumugon. ‘SQDB. Natanggap ko ang aking kailangan mula sa | tanggapan. | (Mga mungkahi sa kung paano pa mapapabutl ang aming serbisyo: Contact number: Email address: MARAMING SALAMAT!Annex B: CSM Reporting Procedure ‘fe ensurg moh ‘CONCERNED PROOESS OWNER sareuimcssiocine [-—o} Memssceierrnimone |p] ingle Salton FO PROCESS OWNER POPROGESS OWNER ROPROGESS OWNER CO PROCESS OWNER STREAWLINING FOCAL PERSON [| StanscScamamamc ene Ca nr xshingasens; LL[ aggro t cerrsecermstencs | LT Sie cae ton ronae rant — ¥ |Submt CSR to PO Process Owner cn or een eee eee aces ~ — Feeperncteumemanebes ns Sar 20 Sea oct p>] bere wong yeh sg ‘sire she te 6 ase tn rena onar bse ie "wating dy ee era ca ¥ Submit CSR to RO Procest Ome enor ace ae coe Sette wonganyeioessung [Lo] fiezort so amie’ she ts Sra nae ices CS ¥ em areas, shone ‘Submit CSR to CO Stresmining Focal = o| senmonoritoe ae Oraclng day LL-p[ Pee Grass Cn Setter ¥ Sen Gt arsng man Fuso coaches sarge la Report (Cu‘A= Administration; R = Reporting in the CSR/CCSR. Annex ist of Services with CSM Requirement Bureau’ | Regional | Provincial | Field Procedure Title Responsible Office Service Office Office Office Alone CASIoR SAS oR R External Services Issuance of Cerificate for Foreign Travel Authority of | DILG Field Offices, Bureau of Local Government yy ¥ P # Local Government Officials and Employees __| Supervision (BLGS) | Request for the Issuance of Certification of DILG Field Offices, RO, Bureau of Local Government v v wee | Compliance to Full Disclosure Policy (FOP) ‘Supervision (BLGS) | Request for the Issuance of Department Authority to | DILG Field Offices, RO, Bureau of Local Government a ci 7 7 |_LGUs to Purchase Vehicle Supervision (BLGS) | Request for the Issuance of Certification and DILG Field Offices, RO, Bureau of Local Government Certificate of Accreditation to Civil Society ‘Supervision (BLGS) v v v v | Organizations Issuance of Department Authorization to Utilize DILG Field Offices, RO, Bureau of Local Government u 7 ala ay Additional Confidential Funds of LGUs __| Supervision (BLGS) Hee a ce Ht | Provision of DILG-Administered Package of National Barangay Operations Office (NBOO), DILG Assistance to the Former Rebels (FRs), Militia ng Regional and Provincial Offices, LSWOO | Bayan (MB) And Former Violent Extremists (FVEs) v v v[e]e Under the Enhanced Comprehensive Local Integration Program (E-CLIP) | Request for Barangay Officials Death Benefit DILG Field Offices, RO, National Barangay Assistance (BODBA) Operations Office (NBOO), Financial and v 7 if ¥ Management Service (FMS) Request for Gerification for Service Rendered by DILG Field Offices, Regional Offices Local/Barangay Official for Application for CSC elvlele ¢ Eligibility a Request for Technical Assistance (Resource Person) | DILG Central and Regional Offices set gee eel ces oreo az: “for Category C only [ Recruitment, Selection and Promotion of 1st and 2nd | Administrative Service - Personnel Division (AS-PD), | , | y | y | v | Level Positions DILG Regional Offices Provision of Public Assistance and Handling of Public Affairs and Communications Service (PACS), |, | y |v | v | Complaints 7 ___| DILG Regional offices Disposal of Pant, Properties and Equipment: ‘Administrative Service - General Services Division a) thru transfer without cost; (AS- GSD), DILG Regional Offices viviede b) thru public bidding Request for the Issuance of Certificate of Incumbency | DILG Field Offices 7 7 z of Local Officials | || Bureaul Regional Field | Procedure Title Responsible Office Service Office Office I A R A R A R Issuance of MC to Participate in Activities by LG Bureau of Local Government Supervision (BLGS) Leagues or Leagues Federations of Local Elective v v | Officials | Preparation of Endorsement letter for the Issuance of | Bureau of Local Government Supervision (BLGS) ] appointment for Permanent Vacancy in the ele ‘Sanggunian (Panlalawigan, Panglungsod of HUCs | Land ICCs Request for Information on Programs and Services. Bureau of Local Government Supervision (BLGS) v |v Provision of Barangay Data National Barangay Operations Office (NBOO) v Response to Queries on Barangay and SK National Barangay Operations Office (NBOO) é ¥v | Matters/Attairs | Response to Complaints Against Barangay and SK National Barangay Operations Office (NBOO) v v | Officials Provision of Information on Programs, Projects, Bureau of Local Government Development (BLGD) | , | Policies, Activities and/ or Data on Local Government iz Query/ Following upon Projects Requesting Financial | Office of Project Development Services (OPDS) Assistance for: A. Phone-in Clients B. Walk-in Clients C. For v v documents routed through the DILG Document Management System (DMS) HE : ee Issuance of Certificate of No Pending Appeal Legal and Legislative Liaison Service (LLLS) yale (ConNPA) Request for Nominees for Scholarships/ Training Administrative Service - Human Resource yelie Grants, Management Division (AS-HRMD) Provision of Training for Student (JT) ‘Administrative Service - Human Resource ew | Management Division (AS-HRMD) : Request for Access to Documents/Records/ ‘Administrative Service - General Services Division, Pn ies Information Central Records Section (AS-GSD, CRS) Request for DILG Plans and/or Reports Planning Service (PS) viv Issuance of Memorandum Circulars Bureau of Local Government Development (BLGD) # =Bureau | Regional | Provincial | Field Procedure Title Responsible Office Service Office Office Office Ae eR CAs ERE PAC oR GAC ER Internal Services Leave Application DILG Central Office (Personnel Division, Administrative Service), Regional Offices (Personnel Section, Finance and Administrative Division), mes Hole Ear vee ieee ea fae Provincial/City Offices (Finance and Administrative Section) Request for Technical Assistance on ICT Resources | DILG Central Office (Information System and (CSS form is embedded in the ICT Technical Technology Management Service, Network and Assistance Request Form) Technology Management Division, DILG Regional vv jw | Office (Regional Information and Communications | Technology Unit, Office of the Regional Director) | Request for Authority to Travel Abroad Personnel Division, Administrative Service (Central Office); Personnel Section, Finance and Be eae eee ec reed eee ee (ee ‘Administrative Division (Regional Office); Finance and Administrative Section (Provincial/City Offices) | Request for Certification and Records on Personnel _ | Personnel Section, Finance and Administrative | Matters Division (Regional Office); Finance and Administrative vivlelelele | Section (Provincial/Gity Offices) Request for Release of Equipment Finance and Administrative Division, General Service Bae eee [ee | Section | Request for Vehicular Support Service for DILG DILG Central Office - Motorpool Section, General | Officials and Employees Services Division, Administrative Service; DILG viet vdle|w de Regional and Provincial Offices Review of MOAIMOUIConiractiDepariment Legal and Legislative Liaison Service (LLLS), OG =f Y | Y | Y | issuances/Presidential Issuances Regional Offices. | Procurement, Inspection, Acceptance, and Issuance _ | Bids and Awards Committee (BAG) Secretariat, of Goods and Services Procurement, Procurement Contract Management, | and Property Accounts Sections, General Services Division, Administrative Service (BACSEC, PS, Bl eae) cape POMS, and PAS, GSD, AS) for Central Office and Finance and Administrative Division, Supply and General Services Section (FAD-SGSS) for Regional Offices Processing and Payment of Claims DILG Central Office - Financial and Management Service (FMS), Administrative Service (AS); DILG seater [co ee Regional Offices - Finance and Administrative Division Transfer of Funds Financial and Management Service (FMS) v fvInvestigation Division (LLLS, TID) Bureau Regional Provincial Procedure Title Responsible Office Service Office Office A R A R A R Request for Function Room and DILG Dormitory Auxiliary Section, General Services Division, Yiv Administrative Service Request for Information Systems Development Information System and Technology Management ‘Service (ISTMS) ~ Information Systems, Planning, alte | Development and Project Management Division (IS- Z PDPMD) | Request for Repair and Maintenance ‘Auxiliary Section, General Services Division, alte sta eee eee Administrative Service Issuance of Brand Identity Manual (BIM) Certification | Public Affairs and Communication Service, Creative | , | of Compliance Services Division (CSD, PACS) Issuance of No Pending Administrative Case Legal and Legislative Liaison Service, Trial and alee. Issuance of Authority to Practice Profession Personnel Division, Administrative Servi v Preparation of Coterminous and Contractual Personnel Division, Administrative Service d Appointments _ Preparation of Contract of Services Personnel Division, Administrative Service v|7 | Provision of Interal Audit Services Internal Audit Service (CSS form is embedded in the Audit Feedback Survey v|v | Form) et | Preparation of Department Order on Attendance to. | Human Resource Management Division, Official/Foreign/Local Administrative Service oleae Trainings/Seminars/Conventions/Conferences/Fora and Study Leave Bee Bee Ie | Provision of Graphics and Layout Service Public Affairs and Communication Service, Creative | , | Services Division (CSD, PACS) Provision of Photo andlor Video Services Public Affairs and Communication Service, Creative 7 Services Division (CSD, PACS) Facilitation of Personnel Movement Personnel Division, Administrative Service v Note: Services not specified in this list may use the Client Satisfaction Survey to collect client feedback for internal purposes.CSS Data Sheet SEE |commnnte | cts |i [| oa eo | || aoe Toon | son "iaDEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION REPORT Office Legazpi City FO Procedure Title/ | ee eee Foreign Travel Authority of Local Government Covered Period [January 2023 Total Transactions Completed 15 ‘Number of Responses Received 13 PART I. CLIENT DEMOGRAPHIC PART IL. CITIZEN'S CHARTER (CC) QUESTIONS Respondents per Client Type Item Number of Responses Client 0 A. On-site Clients Business 0 CCi-1. I know what a CC is and I saw this office's CC. 3B Government 1B CC1-2, I know what a CC is but I did NOT see this office's CC. 0 Respondents per Age CC1-3. Hearned of the CC only when I saw this office's CC. 0 Below 18 0 CCi-4, Ido not know what a CCis and I did not see one in this office 0 18-24 0 CC2-1. Easy to see 10 25.34 3 €C2-2. Somewhat easy to see 3 35-44 6 CC2-3, Difficult to see 0 45-54 4 CC2-4, Not visible at all 0 55-64 0 CC3-1, Helped very much 2 65 and over 0 CC3-2, Somewhat helped 1 Respondents per Gender CC3-3, Did not help 0 Male 5 B. Online Clients Female 4 CCi-1. Yes, aware before my transaction with this office. N/A LGBTQIA+! 1 CC1-2. Yes, but aware only when I saw the CC of this office N/A Did not specify 3 CC1-3. No, not aware of the CC. N/A TLGBTQIA+ includes transgender and nonbinary/ CC2-1. Yes, the CC was easy to find, N/A non-conforming identities, CC2-2. Yes, but the CC was hard to find. N/A CC2-3. No, I did not see this office's CC N/A CC3-1. Yes, I was able to use the CC. N/A CC3-2. No, I was not able to use the CC. N/ADEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CLIENT SATISFACTION REPORT PART Ill. SERVICE QUALITY DIMENSION (SQD) RATINGS ‘A, SCORE PER SQD d Seer Number of Responses Total Count of | Percentage of Service Quality Dimension sional Disagree | Nether Aare sites ee oo i Sal ® Overall Satisfaction (SQD0) oO 0 0 10 3 13 100% Responsiveness (SQD1) 0 0 0 9 4 13 100% Reliability (SQD2) o 0 0 7 6 1B 100% Access and Facilities (SQD3) 0 0 0 8 5 13 100% eee (SQD4) 0 0 2 5 6 11 84.62% Costs (SQD5) 0 0 0 0 0 0 Not applicable Integrity (SQD6) 0 oO 1 8 4 12 92.31% Assurance (SQD7) 0 0 i 9 3 12 84.62% Outcome (SQD8) 0 0 0 3 10 13 100% B. OVERALL SCORE FOR THE PROCESS Number of Respondents with Desired Response* for All SQDs (1-8) Percentage 11 84.62% * Desired response = a rating of “Agree” or “Strongly Agree”DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT. CLIENT SATISFACTION REPORT PART IV. SUMMARY OF FREE RESPONSES {Name Here} _ ns {Name Here} Date: Date {Position Title Here} {Position Title Here)DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CONSOLIDATED CLIENT SATISFACTION REPORT office Bureau of Local Government Supervision Covered Period January 2023 PART I. SERVICES PROVIDED Required Minimum Total Transactions Procedure Title Number of Responses | Completed within the bisa eos eee Eee eee (Annual) Covered Period External Services Issuance of Department Authority to LGUs for the Purchase of Motor 82 9 7 Vehicles eae : Issuance of Certificate of Foreign Travel Authority of Local Government 207 15 1B Officials and Employees Issuance of Full Disclosure Policy (FDP) Compliance Certificate 60 7 6 Issuance of Department Authorization to Utilize Additional Confidential 43 5 3 Funds of LGUs Provision of Technical Assistance 158 B Fry Internal Services N/APART I, CLIENT DEMOGRAPHIC DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CONSOLIDATED CLIENT SATISFACTION REPORT PART Il. CITIZEN'S CHARTER (CC) QUESTIONS Respondents per Client Type Item Number of Responses | Percentage Client ‘A. On-site Clients Business CCi-1. know whata CC is and | saw this office's CC. 40 100% Government 40 CC1-2, Lkknow what a CCis but I did NOT see this office's CC. 0 Respondents per Age CC1-3, [learned of the CC only when I saw this office's CC. 0 Below 18 0 CC1-4, Ido not know what a CC is and I did not see one in this office. oO 18-24 0 CC2-1, Easy to see 29 72.50% 25-34 CC2-2, Somewhat easy to see E aa 27.50% 35-44 28 CC2-3, Difficult to see “0 45-54 CC2-4, Not visible at all 0 55-64 CC3-1, Helped very much 1B 65 and over CC3-2, Somewhat helped 27 7 Respondents per Gender CC3-3. Did not help Zo Male 15 B. Online Clients __ Y Female 19. CCI-1. Yes, aware before my transaction with this office. “N/A N/A LGBTQIA®! CCI-2. Yes, but aware only when I saw the CC of this office. N/A N/A Did not specify CC1-3. No, not aware of the CC. N/A N/A TLGBTQIA+ includes transgender and CC2-1. Yes, the CC was easy to find. N/A N/A ‘nonbinary/non-conforming identities. CC2-2. Yes, but the CC was hard to find. N/A N/A CC2-3. No, I did not see this office's CC. N/A [N/A €C3-1. Yes, Iwas able to use the CC. = N/A N/A CC3-2. No, Iwas not able to use the CC. N/A N/ADEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CONSOLIDATED CLIENT SATISFACTION REPORT PART III, SERVICE QUALITY DIMENSION (SQD) RATINGS A. SCORE PER SQD Number of Responses | Total Count of | Percentage of Service Quality Dimension it i Desired Desired cuaty See |_macar_| Mathers | sore | sromaraoree | atest, | sad Overall Satisfaction (SQD0) | 0 0 2 23 15 40 95.00% Responsiveness (SQD1) 0 0 0 23 [ 17 40 100% Reliability (SQD2) 0 0 0 21 19 40 100% Access and Facilities (SQD3) | 0 0 0 26 [ 14 40 100% Communication (SQD4) _0 0 2 dé) i] 22 38 95.00% Costs (SQD5) 0 0 0 0 [aol 0 Not applicable Integrity (SQD6) 0 0 4 24 12 36 90.00% Assurance (SQD7) 0 0 3 28 9 37 92.50% Outcome (SQD8) 0 0 0 25 15 40 100% B, OVERALL SCORES Procedure Title aiaees ot nesrnaeaes Percentage External Services F i Issuance of Department Authority to LGUs for the Purchase of Motor Vehicles 7 100% Issuance of Certificate of Foreign Travel Authority of Local Government Officials and Baaleess 1 84.62% Issuance of Full Disclosure Policy (FDP) Compliance Certificate 6 a i a 100% Issuance of Department Authorization to Utilize Additional Confidential Funds of LGUs 3 100% Provision of Technical Assistance di a ieee 72.72% = TOTAL 35 87.50% Desired response =a rating of “Agree” or “Strongly Agree”DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT CONSOLIDATED CLIENT SATISFACTION REPORT PART IV, SUMMARY OF FREE RESPONSES {Name Here} {Name Here} Date: {Position Title Here) {Position Title Here}w ARTA ANTI:RED TAPE AUTHORITY OFFICE OF THE PRESIDENT MEMORANDUM CIRCULAR NO. _ 2022-05 SERIES OF 2022 FOR: ALL GOVERNMENT AGENCIES AND OFFICES COVERED BY REPUBLIC ACT NO. 11032 INCLUDING LOCAL GOVERNMENT UNITS (LGUs), GOVERNMENT-OWNED OR - CONTROLLED CORPORATIONS (GOCCs), LOCAL WATER DISTRICTS, STATE UNIVERSITIES AND COLLEGES (SUCs), AND OTHER GOVERNMENT INSTRUMENTALITIES. SUBJECT: GUIDELINES ON THE IMPLEMENTATION OF THE HARMONIZED CLIENT SATISFACTION MEASUREMENT DATE: 20 September 2022 1. LEGAL BASES 1.1. Pursuant to Section 20 of the Republic Act (RA) No. 11032 (RA No. 11032) or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, which amended and renumbered Section 10 of R.A. No. 9485 or the Anti-Red Tape Act of 2007 to Section 20, a feedback mechanism shall be established in all government agencies covered under Section 3 of R.A. No. 11032. 1.2. Section 3 (b), Rule IV of the Implementing Rules and Regulations (IRR) of R.A. 11032 also states that “All agencies shall embed feedback mechanisms and client satisfaction measurement in their process improvement efforts. The agency shall report to the Authority the results of the Client Satisfaction Survey for each service based on the guidelines to be issued by the Authority.” 1.3 ARTA Memorandum Circular (MC) No. 2019-002 provides that the Client Satisfaction Measurement (CSM) report of all government agencies shall be submitted to the Authority on or before the last working day of January of every year. 2, PURPOSE 2.1.Promoting the adoption of a harmonized and standardized framework in measuring client satisfaction across all levels of the government will ensure continuous improvement and enhancement of service promise towards a more meaningful client-centered Citizen's Charter. D> sean scree = nh2.2. Considering the diverse function of goverment offices, it has been difficult to measure and compare the service performance of government agencies. Furthermore, client satisfaction surveys have been conducted through different methodologies and have been submitted to different government bodies. As a result, there is a need to develop a client satisfaction survey that, is applicable to every government agency and is reported in a uniform manner. 2.3.The Anti Red Tape Authority (Authority) developed the harmonized CSM for agencies as an after-service availment survey that will assess the overall satisfaction and perception of clients on the government service they availed. This will provide relevant feedback to the agency on the quality of service they are providing. The output and results of the CSM shall be incorporated in the agency's Report Card Survey (RCS) under the Overall Survey Results. 2.4.This Memorandum Circular is issued to provide all government agencies covered by R.A. No. 11032 with instructions and guidance on the use of a harmonized CSM tool. Other agencies not covered by R.A. 11032 have the option to use the said tool. 3. COVERAGE These Guidelines shall be adopted by all government agencies and offices covered under Section 3 of R.A. No. 11032 including Local Government Units (LGUs), Government-Owned or -Controlled Corporations (GOCCs), Local Water Districts, State Universities and Colleges (SUCs), and other Government Instrumentalities. 4, GENERAL GUIDELINES 4.1. As mandated by Section 3 (b), Rule IV of the IRR of R.A. 11032, client satisfaction feedback shall be gathered for all services offered by the government agency. This shalll include both External and Internal Services. 4.1.1. As defined in Section 3.1.2.3 of ARTA M.C. No. 2019-002-A: 4.1.1.1. External Services refer to government services applied for or requested by external citizens or clients or those who do not form part or belong to the government agency or office providing the service. 4.1.1.2. Internal Services refer to government services applied for or requested by citizens or clients who are within the respective government agency or office, such as, but not limited to, its personnel or employees, whether regular or contractual. DD sweerce cucvesees corte42. 43, 4.4.2. For year 2023, government agencies may have the option to cover only their external services. However, beginning year 2024 both intemal and external services will be covered ‘Agencies that already have an implemented client feedback mechanism may have the option to replace it with the harmonized CSM tool or supplemenvintegrate the harmonized CSM tool within their existing tool Methodology of the Client Satisfaction Measurement (CSM) 4.3.1. Identification of Eligible Respondents. Government agencies shall administer the CSM to ALL clients with completed transaction. Clients who completed multiple transactions shall have the opportunity to accomplish the CSM for each availed service. A transaction is considered complete when the final step of the service availed of per the Citizen's Charter of the government agency is accomplished 4.3.2. Frequency and Period of the Survey. The CSM shall be conducted after each completed transaction. It shall be administered between January ~ December of each year. 4.3.3. Number of Respondents. Government agencies shall determine the minimum number of responses per service based on the calculator found in the link below. Government agencies shall continue to conduct the CSM, even when the minimum has been reached https //tinyurl.com/CSMsamplesize 4.3.4. Data Gathering. Government agencies are encouraged to implement the CSM using various data gathering methods, to the greatest extent feasible, to maximize response rates, 43.4.1. On-site Conduct. The on-site conduct of the CSM may be done through a paper survey questionnaire. Agencies may have the option to utilize electronic platforms in providing questionnaires to the respondents. For persons with ies (PWDs) and senior citizens that need assistance, the Public Assistance and Complaints Desk (PACD) officer or a designated officer shall help the respondents in answering the CSM. 4.3.4.2, Remote Conduct. Agencies may administer the CSM to femote respondents through electronic mail, the agency's website, social media, QR Code, or other similar modes. DD seamren oni verree eee4.3.5. Collection Mechanism. The manner and time interval of the collection of paper survey questionnaires shall be at the discretion of the agencies and offices. It shall be brief to maximize the responses and shall maintain the confidentiality of clients. If convenient, agencies are encouraged to utilize their PACD for the collection mechanism. 4.4. Content of the CSM Que: 4.4.1. CSM Questions. All government agencies are mandated to use the CSM questions prescribed by the Authority as stated in Annex A — Client Satisfaction Measurement Questionnaire of this Memorandum Circular. The CSM includes three (3) questions related to the Citizen's Charter, one (1) question related to the client’s overall satisfaction with the service availed of, and eight (8) questions related to the following Service Quality Dimensions (SQD) a.) Responsiveness - the willingness to help, assist, and provide prompt service to citizensiclients b.) Reliability — the provision of what is needed and what was promised, following the policy and standards, with zero to a minimal error rate. ©.) Access and Facilities — the convenience of location, ample amenities for comfortable transactions, use of clear signages and modes of technology. d.) Communication — the act of keeping citizens and clients informed in a language they can easily understand, as well as listening to their feedback ©.) Costs - the satisfaction with timeliness of the billing, billing process/es, preferred methods of payment, reasonable payment period, value for money, the acceptable range of costs, and qualitative information on the cost of each service {.) Integrity — the assurance that there is honesty, justice, faimess, and trust in each service while dealing with the citizensiclients. 9.) Assurance — the capability of frontline staff to perform their duties, product and service knowledge, understand citizen/client needs, helpfulness, and good work relationships. h.) Outcome — the extent of achieving outcomes or realizing the intended benefits of government services. DD cwarree cs eerrer4.4.1.1. The CSM questions prescribed by the Authority are fixed and may not be altered, modified, or deleted 4.4.4.2. Agencies have the option to add service-specific questions to the CSM, provided the revised version will not exceed five (5) minutes for the client to accomplish. The results of the additional questions shall not be included in the computation of the overall score. 4.4.1.3. Aside from the English and Filipino versions of the CSM survey, government agencies shall provide a version translated to the local dialect for easier understanding, provided that the revised version will still be able to capture the SQDs as stated above. 4.4.2. Demographic Questions. The demographic questions prescribed by the Authority shall be used for the CSM. Agencies and offices may further add relevant demographic questions to the survey, provided that the revised version will not exceed five (5) minutes for the client to accomplish. 44.3, Open-ended Question. The CSM shall have an open-ended question at the end of the form where the client has the option to provide additional remarks or feedback not covered/captured by previous questions. 4.5. Rating Scale and Scoring System of the CSM 4.5.1, Rating Scale. The CSM shall use a Five (5) Point Likert Scale to measure the SQDs. Agencies may utilize smileys/emoticons corresponding to the scale for better visualization to prevent confusion on the corresponding rating, Strongly Disagree Disagree Neither Agree nor Disagree Agree 5 Strongly Agree45.2 45.3. Scoring Per Question. The percentage of respondents that rated ‘Agree’ and ‘Strongly Agroo’ shall be used to get each SQD’s score A question that was answered with two (2) or more check marks shall be considered as invalid Overall Scoring. The percentage of respondents that rated ‘Agree’ and ‘Strongly Agree” for all eight (8) SQDs shalll be used to compute the Overall Score. Agencies shall strive to achieve an overall percentage of 80% or higher, or a rating of “Satisfactory” or higher. Interpretation of the results shall be as follows: beetle ly clei) Below 60.0% Poor 60.0%-79.9% Fair 80.0%-94.9% Satisfactory 95.0%-100% Outstanding 4.6, Drafting the CSM Report 4.6.1. Government agencies are required to submit a CSM report following 46.2. the templatefoutline provided in Annex B ~ Client Satisfaction Measurement Report of this Memorandum Circular. This will amend Section 6.7.3. of ARTA M.C. No. 2019-002 which previously required the submission of the report using the agency's existing CSM 4.6.1.1. A copy of the revised version of the CSM questionnaire shall be attached to the CSM Report as Annex. Government agencies with regionalfield/satellite offices may have the option to submit either unified or separate CSM Reports. However, disaggregated reports of the regional/field/satellite offices are still required to be submitted to the Authority. 4.7. Submission and Publishing of the CSM Report 474 472. All agencies shall submit their CSM reports implementing these guidelines on the last working day of April 2024, Agencies and offices shall submit soft copies (in text-readable PDF format) of the CSM report through _—this._ ink: https://tinyurl.com/CSMRsubmissions, Dd ceaeree cs eres4.7.3. The CSM report shall be uploaded on the official website of the government agency or be made available to the transacting public upon request. 4.8. Verification 4.8.1. All covered government agencies shall submit their CSM Report duly approved and signed by the Head of the Committee on Anti-Red Tape (CART) to attest that the report is accurate and compliant with these Guidelines. 4.8.2. The ARTA reserves the right to request proof of the survey results, including the answered paper surveys and the excel file of the aggregated data, 4.8.3. The Inspection Checklist program of the Report Card Survey will validate if the CSM is properly implemented. 4.9, Updated Timeline of Submission The CSM Report covering the previous year shall be submitted on or before the last working day of April the following year. . TRANSITORY PROVISION All covered government agencies shall start implementing these guidelines beginning January 2023. . AMENDMENT TO THE GUIDELINES The guidelines outlined in this Memorandum Circular are subject to change as deemed necessary by the Authority. . REPEALING CLAUSE Provisions of previous issuances of the Authority that are inconsistent with this Memorandum Circular are hereby reversed, set aside, or declared ineffective. }. SEPARABILITY CLAUSE. Ifany provisions or part of this Circular is held unconstitutional or invalid, it shall not affect the validity of the remaining provisions of this Circular. DD suae BETTER euseepeiaes9. EFFECTIVITY This Circular shall take effect immediately upon publication and registration with the University of the Philippines — Office of the National Administrative Register (UP- ONAR). 10. REFERENCES The following additional documents are available online at the official website of the ARTA at www.arta.gov.ph: Annex A. Client Satisfaction Measurement Questionnaire Annex B. Client Satisfaction Measurement Report Outine and Sample Report APPROVED BY: SS DDG ERNESTO V. PEREZ Officer-in-Charge DD swaeren swiariees. werree ————w ARTAS> Annex A Client Satisfaction Measurement QuestionnaireControl No: _ aa Faieedeimne ar {Insert agency ago hora) (insert agency name here) HELP US SERVE YOU BETTER! ‘This Client Satisfaction Measurement (CSM) tracks the customer experience of government offices. Your feedback (on your recently concluded transaction will help this office provide a better service. Personal information shared will ‘be kept confidential and you always have the option to not answer this form. Client type: © Ctizen C Business Ci Goverment (Employee or another agency) Date: Sex: OMale O Female AQO eas Region of residence: Service Availed: INSTRUCTIONS: Cheok mark (+/) your answer to the Citizen's Charter (CC) questions. The Citizen's Charter is an official document that retlects the services of a government agency/oltice including its requirements, fees, and processing times among others. C1 Which ofthe following best describes your awareness of a CC? 11. throw what a 0Cis and I saw tis ofe's CO. (D2. know what a CC is but | id NOT soe this office's CC. 8. eared ofthe CC only when | sw this office's CC. 11.4.1 not know what a CC is and I id not see one inthis fc. (Answer ‘NIA’ on GC2 and C03) C2 aware of CC (answered 1-3 in CC1), would you say that the CC of this office was ...? 1. €asy to soe (214. Not visio at a 12. Somewhat easy to soe Os.NA 18. Diticutto see C3 aware of CC (answered codes 1-3 in CC1), how much did the CC help you in your transaction? 111. Hoped very much 13.Di¢ not help 1.2, Somewhat helped O4.NA INSTRUCTIONS: For S20 0.8, please puta check mark (¥) on the column that best corresponds to your answer. QO W/O) et strongly | Disagree | Nother Agree | Agree | Strongly | Aeplcae Disagree nor Disagree ‘agree ‘SQD0. Tam satisfied with the service that 1 avallod. ‘SQDT. [spent a reasonable amount oftime for my transaction. ‘SaD2. The office (elowed the wansacton’s fequirements and stops based on the Information provided. ‘SQDS. The steps (including payment) Inesded todo for my transaction were easy and simple. ‘SQD4. | easily found information about my Jransaction from the office or is website. ‘SQDS. I paid a reasonable amount of feos Tor iy traneaction. ‘SQDE. | feel the office was Tair to everyone, oF “walang palakasart, during my transaction. ‘SQD7. 1 was treated courteously by the staff, and (if asked for help) the staff was helpful SQD8. | got what I needed from the ‘government office, or (it denied) denial of roquast was sufficiently explained to mo. ‘Suggestions on how we can further improve our services (optional): Email address (optional): ‘THANK You!(Online Version) (insert agonoy logo hero) (Insort agoney name here) HELP US SERVE YOU BETTER! ‘This short Client Satisfaction Measurement (CSM) survey aims to track the customer experience of government offices. Your answers will enable this office to provide a better service. Age: ‘Agency visited: Service availed: Sex: Regio Customer type (Citizen, Business, or Government? INSTRUCTIONS: Check mark (7) your answer to the Citizen's Charter (CC) questions. C1 —_Doyou know about the Citizen's Charter (document of an agency's services and reqs.)? (01. Yes, aware belore my transaction with this offee D2. Yes, but aware only when | athe CC of this office 1.8.No, nat aware ofthe CC (Skip questions CC2 and CC3) C2 If Yes to the previous question, did you see this office's Citizen's Charter? 101. Yes, the CC was ensy to find 12, Yeo, but the CC was hard to find '9.. No, Idd not see this offco's CC (Skip question Coa) CC3__ If Yes to the previous question, did you use the Citizen's Charter as a guide for the service/s you availed? 101. Yes, was able to use the OC (0.2. No, was not aie to use the CC because. INSTRUCTIONS: For SQD 1-8, please encircle the number that corresponds to your answer: Strongly Disagree Neither Agree nor Strongly Agree (SD) Disagree (D) Disagree (NAD) Agree (A) SA) 1 2 3 4 5 © strongly | Dieagros | Nother Disagree ‘roo Dieoaroo ‘SQDT. [spent an acceptable amount of time to complete my | 2 3 4 5 transaction (Responsiveness) ‘SADA, The office accurately informed and followed the 7 2 e Z 5 transaction’s requirements and steps (Rellabilty) ‘SQDS. My online Wransaciion (including steps and payment) |, . 5 ; . was simple and convenient (Access and Facilites) ‘SQD4. easily found information about my wansaction from | . 5 ; iz the office or its website (Communication) ‘SQDS. Tpaid an acceptable amount of fees for my " 7 a 4 = transaction (Costs) ‘CDE. Tam confident my online transaction was secure r 2 3 - . (integrity) ‘SQD7. The office's online suppor was available, or (asked questions) online support was quick to respond (Assurance) ‘SQDS. Tgot what Ineeded from the government office (Outcome) Remarks (optional):Annex B Client Satisfaction Measurement (CSM) Report OutlineDISCLAIMER: ALL NUMBERS I THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT REPRESENTATIVE OFTHE AGENCY'S ACTUAL PERFORMANCE. Harmonized CSM Report Outlin Title Page = This section shall contain the Agency’ ofcial logo and official name. The page shal also inude: ‘© the label “Cllont Satstacton Measurement Report’ ‘© whether the reports Consolidate, just the central ofc, or the regional or alate office. (Ex. Regional Office ~ Westom Visayas) = the year covered by the report, and the report's etton (Ex. 2022 (1st Edin). Il. Table of Contents I. Overview = The contont of the Overviow section shail be at the discretion of the agency. Agencies are highly encouraged to include a summary of results. It may includo a bof description ofthe agoncy and the CSM mandate. IV. Scope ‘a. Period covered b. Geographic and Office coverage «. List of services surveyed, responses, and total number of transacting clients 4. Sampling i. Applied confidence level and margin of error li, Discussion of response rates = The Scope section of the CSM Report shal include the period the survey was ‘conducted and the geographical coverage of the survey. = In addtien, the section shall include a table of the agency's services, the ‘number of clients that completed the survey, and the total number of transactions during the yoar (surveyed + unsurveyed clients) + Tho response rat is integral othe survey so it shal bo oxplely tated in tho ‘CSM report It shal bo followed by a discussion of why the agency thinks the response rate is high, low, oras expected. + Furthermore, the agency shell provide reasons for why services have low ‘responses, if any. The agency shall create a separate table for services that ‘had no cfents during th perio, if any = Th sampling calculator is attachod in tho CSM Guidelines document, V. Methodology a. Mode of Survey Implementation b. Feedback and Collection Mechanism ©. Scoring system |. Table of the scale and its equivalent number 4. How numerical results will be interpreted + The Methodology section of he CSM Report shal lscuss al the physica! ‘and cgital methods usod by the agency to implement the CSM survey. = Additionally, the section shall provide a table of th point Likart scale ond the survey's scoring systom.DISCLAIMER: AL REPRESENTATIVE | NUMBERS IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT EOF THE AGENCY'S ACTUAL PERFORMANCE VI. Data and interpretation b. a. Client Demographic Citizen's Charter results Service Quality Dimension results Free responses ‘A breakdown of the client demographic shat be provided. The agency may provide an analysis basad on how i may or may not be representative offs Population Thon, a breakdown of the Ciizen's Charter questions ond Service Quolty Dimension questions by result count shall be provided. The agency shall provide an analysis ofthe resus. ‘Alterward, a breakdown of each services’ scores shal be provided. The agency ‘half also provide an analysis of those results VIL. Results of the Agency Action Plan roported in the previous year VIll Continuous Agency improvement Pian forthe following year 1X. Index ‘Sections Vil and Vil shal contain the acon stops, tho responsible unlfperson, {and a timoline. Agoncies are also encouraged to incorporate CSM findings to the Improvoment Plan ‘Section VI shal not apply forthe first year of CSM implementation Clear images of CSM survey used 3. List including central, ragional, and satelite offices covered (if ‘consolidated) . CSM results of each central, regional, and satellite office (if consolidated) i, Response rates of each office Citizen's Charter results of each office li, SQD results of each officeDISCLAIMER: ALL NUMBERS IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT Annex B Client Satisfaction Measurement (CSM) Report OutlineDISCLAIMER: ALL NUMBERS IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT [REPRESENTATIVE OF THE AGENCY'S ACTUAL PERFORMANCE. ANTI-RED TAPE AUTHORITY Client Satisfaction Measurement Report Consolidated 2022 (1 Edition)DISCLAIMER: ALL NUMBERSIN THIS SAMPLE HAVE BEEN RANDOMIZED ANO ARE NOT [REPRESENTATIVE OF THE AGENCY'S ACTUAL PERFORMANCE TABLE OF CONTENTS: yrmented (BB: Ald Tabet Cortes |. Overview N. Scope Il Methodology IV. Data and Interpretation V. Results of the Agency Action Plan VI. Continuous Agency Improvement Plan Annex A. Survey Questionnaire Used 9 Annex B. List Of Regional And Satelite Offices (if Consolidated Report) 10 ‘Annex C. CSM Results Per Office (if Consolidated Report) 1"LL Overvie ‘The Anti-Red Tape Authority (ARTA) is a national goverment aganoy created under R.A. 111032 to monitor and ensure compliance with the national policy on anti-red tape and ‘ease of doing business in the Philippines. ‘As stated in the ARTA Memorandum Circular (M.C.) No, 2022-05, government agencies ‘shall administer the CSM to all clients wth completed transaction. Per 6.7.3 0f ARTA M.C. 'No. 2019-002, the cient satisfaction measurement detaling the scope and period covered by the measurement, the methodology used, the results of the measurement, and the interpretation ofthe data shal be reported to the Authority. For the year 2022, ARTA surveyed its clients and obtained the following results: ‘CC Awareness: 40.00% CC Visibility: 30.00% 44.00% 40.6% 97.39% ARTA conducted the CSM throughout the year from Jan. 2022 to Dec. 2022. It covers the agency's central office and rogional offices. ‘The survey was made available to every client that visited the maln and regional offices, 288 well as those that contacted ARTA through em: ‘The survey used the standard harmonized CSM questionnaire. It asked clients ‘demographic questions, three (3) Citizen's Charter questions, one (1) question related to the client’s overall satisfaction, and sight (8) questions related to the following Service Quality Dimensions: 1 2. 3, 4 5. 6 7 a Responsiveness Rolibilty ‘Access and Facies Communication Costs Intogrity ‘Assurance ‘Outcome re Nee Cem Sen IORI SekunamEN GMM (Connie Aid opts sds)The services ARTA surveyed were the following: ijt Regasons (one) [Satis of cones on Proposd Mar Regions ash] [Regu rbus cess Besos Rensoios ara) una Dats ls Bsiens Resins (ak ues lo bing Busnes Ostrorration Regus ore Assessment (3A) Talg ‘eof pect sponte € al aetna (Compan Rata ijl Ns. ARTA Res Congas 2! Conplons (ema inj Corpus (nya Lala ing o comps (atic Requstfer Los Open Regus Comat (ROT. Restate i= (OMEDL ‘Rees for sues re of Aone Ppp noon Cong ‘ranacsone Recues for ice of Ore ot Alona Foptovaledeaion er Comper “raneacion {wih Sando Dapeston Comput) Recs! uss of Orr fort Apna Ea ET “echnealTranseclons | Reis! fr nn of Oia’ Alot preva Exon FG ‘echnealTrasacion eh of Compan) | TecinicalTransacton wh Sanda spas ‘Standard procedure fori daposton of camps ended io ARTATELO. eqs a Steno ling of lente Perse! SucSe Apps Hing of nla Pursell Fated Agplestoe equea for Evataton of Cazers Charo [Requestor ARTA Carts ours of Pay Requet or Certs of Kaloo Fonds [Sash Advance fam Peli Cash Fund iz tom Ply Cath FR [Pras Rago Gao ts Sopias ad Wi oh pie [sing Purchase Rages fr Gi (a, Supls ard Maio] veoh shopping avis for ul and Marierance Recut (Simple Repars) | ‘Geral Sens fo Budi ond Nererance Rees (Carpas Rech Regig ANE} ‘Documenta ave Assigning o Sara Nuwar OF Oras Naan ear and Oe: Of! asvaness essing! sing Docu Requestor Cort Te Capo Oapaman Odie, nave OF rd ther RTA esvancon ss | olds) elsblalaia| Reston 9 very [Request aod Sse of aaa Requestor ICT Tac Gppe equntforEnoyoe code ‘Appleton Leave. (OVERALL TOTAL ° Sates per Sonar Race, I BRIA SRMw ARTATS> The minimum amount of survey responses for each service was calculated based on a 95% confidence interval and 5% margin of error. In aggregate, 2,816 people were able to answer the survey, among a population of 6,920. This resulted n'a 41% overall response rate for 2022. Breaking itcown pertype of service, ARTA achieved a 48% response rate from extomal clients and a 36% response rate from internal cients. Two services that cents availed had no survey respondent for 2022. The agency believes the poor response rate is due to improper survey implementation, which willbe improved in 2028. Services that had no clients in 2022 aro the following: "1 Reqiea fr Isuance of Order of Automate RoprovaEnenson (6 Capex Tansadions wit od Regus Jon fo Highly Toshi “ransactons (uit Dispositon of Complais via vtua proceedings) Methodology: For physical cients, surveys were handed out and collected by ARTA personnel ‘mmeciately atte ene of the transaction. Surveys and survey boxes were alse available near the office's exit For onine clients, emails containing the CSM portal ink wore sont one (1) week ater the last corespondence. ‘The 8 Service Quality Dimension (SQD) questions were scored using @ S-point Likert Seale. Eo ro 5 ‘Strongly Ag 4 ‘Agree 3 Neither Agree nor Disagree 2 Disagree 1 Strongly Disagree ‘The Overall score for the 8 SADs were computed based on the following formula Number of ‘Strongly Agree’ anewers + Number of Agree’ answers Overall Score = —""Total Number of Respondents "Number of WA answore Commented (85: hace pete of OveralaringSalistaciory ‘Outstancing IV. Data and Interpretation A ‘Of the 2,816 respondents, the largest group of respondents wore in tho ago group ‘f 20-34 (40%) and female (70%). Focusing on external services, the largest group ‘of respondents were in the age group of 35-49 (40%) and female (58%) tor me Om. 22034 Bm ee 3.35.49 - 40% 23 4.50.84 2% om. 5.65 0°n as 2% 6. Did nt spec Te a Tak a a 2 Female 38 a6 10% 3. Did not peat oe O% Ea {n terms of geographical location, respondents mostly came from the NCR region, Region Il, and Region IV-A. However, focusing on extemal services, the largest {group of respondents came from Region IV-A, “Region! a 2-Rogiont mm a 5 Region 13% om 11% “4 Region WA cr 7 41% 5: MIMAROPA 2 om, Ea ‘Region V em e% cs 7 Region Vi oe am 3 Region I om om * ‘Region Vil 3 3 a 0. Rogion re a o% (3 Region x am om 5 12, Region XI am a a 43: Region XI 2h rv 3 +4.NCR 1 19% 13% 15.CAR. om 1% 2 16. BARI xs Ea nn 7. Dainot specie 3 oe raMeanwhile, in torms of customer type, majority of respondents are goverment ‘workers as ARTA provides many services to ARTA employees end other ‘government agencies. Looking at external services, most respondents are stl ‘government workers, but citizens and businesses make up a larger percentage. Een Ema Emr 13% “ o % om Di. Government 7 38% 2% a. id not seri 3 o o ARTA believes the demographic results are representative of the agency's client base, B, Countof CC and SQD results 40% of respondents know the existence of a Citzen’s Charter (CC). Among those that are aware of the CC, 53% found it easy or somewhat easy to see the office's CC and 44% considered the CC to be very helpful fr their availed transaction, 2 liknow what a CC ie bul id nol soe tis often CC, 3: lleamod of tho CC ony when I saw ths offee'e CC. 11% eo no know what a CC is ant i nt eo8 ti fics CS. 30% [cz aware of Cc wot you say Wat ihe OC of Wi oem wae ‘Easy 10800. 30 FA [2 somewnot easy esos 257 2% Diet to 0 ET 13% Not wise af a 380 Ea ‘CES. aware CG, how much did he CC hap youl your raraacion? [i Helped very mach a a, 2. Somewhat alped 387 30%. 3:Dignot hel 252 23 For SQD0, 93.35% of respondents agreed or strongly agreed with the statement, [Cemented WEA) aka “Lam satisfied with th sorvice that | availed”. This i equivalent toa descriptive rating of Satisfactory. po rnantes (kaye aRere SEA Cre AE AISIIRN etGumen OmmretrON Batw ARTA'> Meanwhile, for 6 of the 8 Service Quality Dimensions (SQDs), ARTA eamed scores of $6.84%-98.01%, equivalent to a descriptive rating of ‘Outstanding’ for each. For the Responsiveness dimension, ARTA earned a score of 94.48%, ‘equivalent to a descriptive rating of ‘Satisfactory’. The Costs dimension has no score since ARTA doesn't charge any fees for its services. ‘As a result, ARTA generated an Overall score of 97.39% in 2022, equivalent to a descriptive rating of ‘Outstanding’. “The data below shows the breakdown of the results per service quality dimension I ‘Cornmented (BBS) Changed to reflec scrngssiem of ‘heraleueepudlnes [Responsiveness | Tes | ais) 6 | | 1) 0 | zero Yanan Raioaty 769_|-se| 59 | 915} oat Tors ‘ecomond | trea [eae | mt | 1} 20] 2016 aie scltes Gomera | a7 —| “a6 at | 8 0a rae 0 —[0 |. 0 —| 0 [aare | —2e6 | a ines | “eer | ~a93| a5 fas 310 toate oer assuanee {teat | tate |r [20a ‘icons see6 | t0s3_| 59 | | —4| 02610 [rare ‘eral wor0_|-7ia8_| ats —| sor | to |aete | aasee [730% ©. Average score per service Looking atthe scores per service, all surveyed services of ARTA were able to earn 2 score of 80% oF higher. In particular, ARTA'S extemal services generated a ‘combined score of 93.4%, while ARTA'S internal services generated a combined score of 90.2%. The data below shows the Overall rating of each surveyed service oop seeeren niriitives, nerren pnuiprines, aeExternal Services ‘Submission of Conmentson Proposec Major Regulations (Online) ‘Sunmissen of Conmontson Proposec Major Regulations (Walicn) Fes or Dal elated ip Business Regulations (Orne) [ Reequest fr Data relied to Business Reqlaons (Watkin). ‘Request for Doing Business Dstanvormaion Roquost for Regulator Impact Assossmont (RIA) Tairing ‘Rosporso to Emal Claiteatorinquy (Complance-Ralatd) Fung of Non ARTA Rolnted Compl Fung of Complaints (Ema ung of Compleints (Physical Lae Fling of Complains (Wala) Rogues for Legal Oprion ‘Roques oF Conmont(8RO] Rogues fo Issvanes of Complanee Order (CMEO] — ‘Request or Issuance of Order f Automate ApprovalExansin far Complot Trensactons Roques for Issuance of Order f Autamalis Approval xension for Complor Trensactens (uth Standard isposivon of Compiaet) _ ‘Rogue for Issuance of Oder f Automatic Approvalixienein for Highly Technical | 80% Transactons ‘Request for Issuance of Order of Auamaic Approvalixiension for Fighy Technical | 630% “Transactons (th Sandaré Osposion of Comat) I ‘Slandavé procoduro forthe deposlon of compants endorsed to ARTALELO 00% Request for ring ques for Sia onleTAdnores Hing of Palla Personal for Svcoesta Apeatons Hien of Plailla Perso for Fated Appears Ex Tal oquos for Evaluation of Cizan's Choir Request or ARTA Colatras Prossssng of Payro Request for Ceiicalon af Avalabily of Funds ‘Disbursements ‘Gash Advance fom Paty Cash Fund ‘quest or Exponses trom Pety Cash Fund ‘Burchase Request for Goods (toms, Suppies_and Wataial] Waugh publ being | 03.4% ‘Purchase Request for Goods (ms, Supplos_and Materials) reugh shapsing 2 ‘GaneralSences for Buin and Marvenance Request (Simple Repars) 3.0% ‘GereralSeroes for Buln ard Marwenance Request (Complex RequenT 328% Roquting ANP) ‘Documontaion and Assigning af Saal Nanber for Ofioe Orders, Mamrandart wm (Greuar, and Other Oia ssvancas [Receiving of incoming Documents am Request or Cerifed True Copy f Doparmen Orers, Aarne Orr, and 38% thor ARTA issuances Receiving of ventory Name Request and luce of vena Tans ‘Roques or ICT Techical Support Roquest or Erpoyeo Records ‘Appleone Leave Tniomal Soniee Toot [OVERALL TOTAL Dp seater teinariees eerren suiuieeines eer V. Results of the Agency Action Plan reported in FY 2021: VI. Continuous Agency Improvement Plan for FY 2023:ANNEX A. Survey Questionnaire Used ea BRE}: Changed questannare to retet newARTA ANNEX B. List of Regional and Satellite Offices (If Consolidated Report) cl Population Office Reo Central Office x aS Norther Luzon x y ‘Southern Luzon x y S x yer Eastern Mindanao x | Wester Mindanao x yoANNEX C. CSM Results Per Office (If Consolidated Report) 4. Contral office TOCT Wh of elon STs your aware tthe OO? ‘thw whats CC and sw is fe 2 cs [Zw what COs bal ae so ts or eat cs 3. Tleared of ie OC ery when sat 1% A ldo matiow wats co ws enal “08 a EN ve = 30, Es ‘SS are oC ow ma Ge Cs YOUR Yaa teed voy mach a rs 2 Somewhat hoped 7 cs 3.01 at 22 2 ‘Command BBSR7} For prensa ort SORES Seer cg, CasIRIAND BoRSEM eONn EA Ome C8 GARTCOIEN i wo voc [Sclleumed ore Cc ony wen sans ees Co So ci Sonera sacea 4 Ldonatkigw whet a CC wand aso Rs NCS, “ro | eo ‘Sez aaa Coo a a CC Tw wa 2 Sota a Be S-oiieatsses ia 3 holies 30 es oa TO BT RET ‘itibed ent ae a 2 Sonat hipes 307 ze S-Dsainep 2 eaeta fetes a ‘Comment ears 3. Souther Luzon 4, Eastem Visayas 5. Eastern Mindanao 6. Western Mindanao >