DEPARTMENT OF EDUCATION

Division of Tanjay City

Cluster __ - Name of School

Harmonized CSM Report

2023 (1st Edition)

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 Insert School
Logo Here

I. Overview

The Department of Education (abbreviated as DepEd; Filipino:

Kagawaran ng Edukasyon) is the executive department of the
Philippine government responsible for ensuring access to, promoting
equity in, and improving the quality of basic education.[4] It is the
main agency tasked to manage and govern the Philippine system of
basic education. It is the chief formulator of Philippine education
policy and responsible for the Philippine primary and secondary
school systems.

As stated in the ARTA Memorandum Circular (M.C) No. 2022-02,

government agencies shall provide the harmonized CSM survey clients
who have completed a transaction. Per 6.7.3 of ARTA M.C No. 2019-
002, the client satisfaction measurement detailing the scope and
period covered by the measurement, the methodology used, the
results of scope and period covered by the measurement, the
methodology used, the results of the measurement, and the
interpretation of the data shall be reported to the Authority.

II. Scope:

The School conducted surveys throughout the year from January 2023 to
December 2023.
The school surveyed every client that visited the school , as well as those that
answered through the link/QR code (online).
The survey used the standard harmonized CSM questionnaire. It asked clients
demographical questions, three (3) Citizens Charter questions, and eight (8)
questions related to the following Service Quality Dimensions:
1. Responsiveness
2. Reliability
3. Access and Facilities
4. Communication
5. Costs

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 6. Integrity
7. Assurance
8. Outcome

The services of this School are the following:

External Services Responses Total
Transactions
Acceptance of Employment Application for
Teacher I Position (walk in)
Acceptance of Employment Application for
Teacher I Position (online)
Borrowing of Learning Materials from the
School Library/ Learning Resource Center
Distribution of Printed Self-Learning
Modules in Distance Learning Modality
Enrollment (walk-in)
Enrollment(Online)
Issuance of Requested Documents in
Certified True Copy (CTC) and
Photocopy(walk in)
Issuance of Requested Documents in
Certified True Copy (CTC) and Photocopy
(Online)
Issuance of School Clearance for different
purposes
Issuance of School Forms, Certifications
and Other School Permanent records
Public Assistance (walk in/phone call)
Public Assistance ( email/social media)
Receiving and releasing of communications
and other documents
Reservation Process for the use of school
facilities
Request for Personnel records for
Teaching / Non Teaching Personnel

Services that had no clients in 2022 are the following:

Issuance of Requested Documents in Certified True Copy (CTC) and Photocopy
(Online) (SAMPLE ONLY, PUT ACTUAL DATA)
Acceptance of Employment Application for Teacher I Position (online) (SAMPLE
ONLY, PUT ACTUAL DATA)

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 III. Methodology

For physical clients, surveys were handed out and collected by PACD
IMMEDIATELY AT THE END OF THE TRANSACTION. Surveys and survey
boxes were also available in the Division Atrium.
For online clients, they were able to access it through the QR code or link
provided by the PACD.
The 8 SQD questions were scored using the a 5-point Likert Scale. The simple
average pf the questions was used to get the Overall score. The interpretation
of the results are as follows:

Scale Average Rating

1 1.00 -1.49 Very Unsatisfied
2 1.50-2.49 Unsatisfied
3 2.50-3.49 Neither Unsatisfied nor
Satisfied
4 3.50-4.49 Satisfied
5 4.50-5.00 Very Staisfied

IV. Results of the Harmonized CSM for FY 2022:

A. Count of CC and SQD results
While majority if the respondents know the existence of a Citizens Charter
(CC), __ % of the clients were still unaware of the CC.
Meanwhile, among those that knew the CC, ____% were able to see ARTA’s CC.
However, only ____% of clients were able to use it as guide for their service.
External Services Responses Percentage
CC1. Yes, aware before my transaction here
CC1. Yes but aware only when I saw the CC of this
office
CC1. No, note aware
CC2. Yes, I saw the Citizens Charter
CC2. No, I did not see the Citizens Charter

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CC3. Yes, I was able to read
CC3. No, I was not able to read

Meanwhile, most respondents were Very Satified/Unsatisfied(please put actual

data) with ARTA in terms of the 8 service quality dimensions, recording a score
range of 4.55- 4.72(please put actual data).
The data below shows the breakdown of the results per service quality
dimension.
Service Strongly Disagree Neither Agree Strongly Responses Rating
Quality Disagree Agree Agree
Dimensions nor
Disagree
Responsiveness 1 12 58 815 19300 2816 4.72
Reliability 5 9 50 1052 1700 2816 4.64
Access and 2 16 71 938 1789 2816 4.67
Facilities
Communication 1 18 54 1296 1447 2816 4.55
Costs 1 21 44 971 1779 2816 4.67
Integrity 3 15 38 833 1927 2816 4.72
Assurance 2 17 65 1141 1591 2816 4.60
Outcome 4 14 59 1058 1686 2816 4.64
OVERALL 19 122 439 8099 13849 22528 46.64

Disclaimer: ALL NUMBERS IN THIS SAMPLE HAVE BEEN RANDOMIZED AND

ARE NOT REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE –
Delete this

B. Average score per service

Looking at the scores per service, the respondents were either ‘Satisfied’
or “Very Satisfied” with their transactions, recording a score range of
4.00-4.97. No service garnered a score of 3.99 or lower.

As a result, our school recorded an Overall score of 4.65, which

translates to Very Satisfied.

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 The data below shows the Overall rating of each service surveyed.

Disclaimer: ALL NUMBERS IN THIS SAMPLE HAVE BEEN RANDOMIZED AND

ARE NOT REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE –
Delete this

EXTERNAL SCHOOL SERVICES Overall Rating

Acceptance of Employment Application for Teacher I Position (walk in) 4.27
Acceptance of Employment Application for Teacher I Position (online) 4.33
Borrowing of Learning Materials from the School Library/ Learning Resource 4.49
Center
Distribution of Printed Self-Learning Modules in Distance Learning Modality 4.15
Enrollment (walk-in) 4.00
Enrollment(Online) 4.61
Issuance of Requested Documents in Certified True Copy (CTC) and 4.82
Photocopy(walk in)
Issuance of Requested Documents in Certified True Copy (CTC) and 4.07
Photocopy (Online)
Issuance of School Clearance for different purposes 4.10
Issuance of School Forms, Certifications and Other School Permanent records 4.00
Public Assistance (walk in/phone call) 4.36
Public Assistance ( email/social media) 4.36
Receiving and releasing of communications and other documents 4.65
Reservation Process for the use of school facilities 4.86
Request for Personnel records for Teaching / Non Teaching Personnel 4.3
External Service Rating 4.60
INTERNAL SCHOOL SERVICES
Issuance of Special Order for Service Credits and Certification of 4.35
Compensatory Time and Credits
Laboratory and School Inventory 4.63
School Learning and Development 4.89
Internal Service Overall 4.75
Overall 4.65

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