SUBJECT : FREQUENTLY ASKED QUESTIONS (FAQs) ON THE

REPORT CARD SURVEY (RCS) 2.0

AS OF : 05 JULY 2023

TABLE OF CONTENTS
REPORT CARD SURVEY (RCS) 2.0 IN A NUTSHELL .................................................................... 1
LEGAL & DATA PRIVACY CONCERNS........................................................................................... 2
GENERAL RCS GUIDELINES.......................................................................................................... 3
SURVEY QUESTIONNAIRE (SQ) & INSPECTION CHECKLIST (IC) ............................................... 3
SURVEY QUESTIONNAIRE (SQ) CLIENT LIST .............................................................................. 4
COMPLIANCE MATRIX.................................................................................................................... 5

REPORT CARD SURVEY (RCS) 2.0 IN A NUTSHELL

• The RCS shall be used to obtain feedback on the following:

a.) Compliance with provisions in the Citizen’s Charter, of the Act and its Rules; and
b.) Agency Performance

• All government agencies and offices providing government services shall be subjected to the
conduct of the Report Card Survey, particularly the following agency categories:
a.) National Government Agency (NGAs)
b.) Government-Owned or -Controlled Corporations (GOCCs)
c.) Local Government Units (LGUs)
d.) State Universities & Colleges (SUCs)
e.) Government Hospitals
f.) Local Water Districts (LWDs)

• The RCS shall examine and measure two (2) core areas:
1. Institutionalization of R.A. 11032 Mandates (30%)
- These shall cover the compliances of the government agencies with the
requirements under R.A. 11032, its IRR, and the various issuances of the
Authority.

2. Overall Survey Results (70%)

- This shall cover the fielding of questionnaires for external and internal clients of
a government agency.
- This is made up of three tools: the Survey Questionnaire (SQ), the Inspection
Checklist (IC), and the Client Satisfaction Measurement (CSM).

❖ Awards and Recognition (bonus points of up to 5%)

- The RCS shall also consider the performance of the agency based on the
existing awards, recognition, or accreditation from other monitoring agencies or
the private sector that demonstrates an agency’s ability to deliver high quality
and efficient service to the transacting public.
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LEGAL & DATA PRIVACY CONCERNS

1. What is the legal basis of the RCS 2.0?

Pursuant to Section 20 of R.A. No. 11032, otherwise known as the “Ease of Doing Business and
Efficient Government Service Delivery Act of 2018”, all offices and agencies providing government
services shall be subjected to a Report Card Survey which shall be used to obtain feedback on how
provisions in the Citizen’s Charter and the provisions of this Act are being followed and how the
agency is performing in relation to its implementation.

2. Is there a violation in the Data Privacy Act if an agency simply submits its client contact
list?

ARTA is requesting the 200-client contact list to conduct remote interviews of the Survey
Questionnaire.

Upon consultation with the National Privacy Commission (NPC), simply providing the client list to
ARTA (even without informing the client) is not a violation of the Data Privacy Act (DPA) given that
there is a legal basis for the conduct of the Report Card Survey (RCS) 2.0 and that the agency has
been notified of the data’s purpose.

Section 12 of the Data Privacy Act provides that:

“The processing of personal information shall be permitted only if not otherwise prohibited by law, and
when at least one of the following conditions exists:

(a) The data subject has given his or her consent;

(b) The processing of personal information is necessary and is related to the fulfillment of a contract
with the data subject or to take steps at the request of the data subject prior to entering a contract;

(c) The processing is necessary for compliance with a legal obligation to which the personal
information controller is subject;

xxx”

3. My Local Water District (LWD) has entered a joint venture partnership with a private
entity. LWD’s services are now provided by the joint venture partner. Are we still included
in the RCS 2.0?

Based on consultations with the Local Water Utilities Administration (LWUA), services provided by
the private joint venture partner shall still be considered as public services. Therefore, LWDs that
enter into joint ventures shall still fall under the coverage of R.A. 11032 and the RCS 2.0.

4. Does the RCS Score have an impact on the Performance-Based Bonus (PBB) of the
agency?

Currently, the RCS Score does not have an impact on the PBB of the agency.

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GENERAL RCS GUIDELINES

5. Who can be subjected to the RCS 2.0?

All government agencies and offices in the executive branch providing government services,
including:
• National Government Agency (NGAs)
• Government-Owned or -Controlled Corporations (GOCCs)
• Local Government Units (LGUs)
• State Universities & Colleges (SUCs)
• Government Hospitals
• Local Water Districts (LWDs)

The Overall RCS Score is currently calculated on a per office basis. Regional/field/branch offices or
satellite campuses subjected to the RCS 2.0 will have their own Overall RCS Score

6. Can my government office be excluded?

Government offices will only be excluded from the RCS 2.0 if:
A.) it does not provide external services and
B.) it does not have its own separate office.

If your office satisfies A or B, kindly email the request to compliance@arta.gov.ph .

Government offices with low number of clients shall still be surveyed for the RCS 2.0.

7. How are government offices of an agency selected for the RCS 2.0?

The Central Office/Head Office/Main Campus will automatically be included for the RCS, then
regional/field/branch offices and other campuses will be randomly selected.

8. What would be the implication if the agency fails the RCS 2.0?

There is no consequence for failing the RCS 2.0. However, ARTA would like to highlight Section 8 of
R.A. No. 11032:

Sec. 8. Accountability of Heads of Offices and Agencies. The head of the office or agency shall be
primarily responsible for the implementation of this Act and shall be held accountable to the public in
rendering fast, efficient, convenient and reliable service. All transactions and processes are deemed
to have been made with the permission or clearance from the highest authority having jurisdiction
over the government office or agency concerned.

9. How will we know the findings of the RCS 2.0?

Once we can compute the Overall RCS Score of the agencies, we will be providing each agency with
a report of the findings.

SURVEY QUESTIONNAIRE (SQ) & INSPECTION CHECKLIST (IC)

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10. How long will the on-site Survey Questionnaire and Inspection Checklist take?

The on-site SQ will usually take 3-4 days of surveying in the government office. It may extend longer
if the 30 responses have not yet been reached which is why the remote SQ is preferred.

Meanwhile, the Inspection Checklist will take half a day for the inspector to complete.

11. For the on-site Survey Questionnaire, ARTA is requesting from the agency three (3)
recommended services for surveying. Will only these 3 services be surveyed?

No, while the survey enumerator will aim to survey only the recommended service, the enumerator
will survey from other services if the 3 services have few clients that day or if it is more convenient to
survey other services.

12. What if our office’s services are online or complete/end outside the office?

The SQ will only be conducted remotely so it is particularly important for these offices to submit their
client list.

13. Are internal services also a part of the RCS 2.0?

For the 2023 Implementation, only external services will be looked at for the SQ, IC, and CSM.

For the 2024 Implementation and onwards, both external and internal services will also become a
factor for the CSM. SQ and

14. What type of questions are being asked to the clients in the RCS 2.0?

All questions in the RCS 2.0 are those related to the government service experience and that can be
asked of all agency clients. Clients will not be asked politically charged questions; hospital patients
will not be asked health-specific questions, etc.

15. How does the surprise inspection for the Inspection Checklist work?

A surprise inspection means an agency will not be informed of the specific date and time of the
inspector’s arrival. The inspector will only inform the contact person a week before that there will be
an inspection soon.

SURVEY QUESTIONNAIRE (SQ) CLIENT LIST

16. What is the coverage of the 200-client list?

The 200 external clients are per government office subjected and should have completed a
transaction from January 2023 to now. These 200 external clients can also be a consolidation from
any of the departments/units/divisions within the government office.

17. What if an agency does not have contact information from its clients?
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The agency may start collecting the contact information of its clients now. However, if it is a policy of
the office to not collect such data, then kindly indicate in the client list excel template “Not Collecting”
so that the third-party will conduct the SQ on-site.

There may also be sources other than the CSM where the office can extract information such as
logbooks.

18. For the 200-client list, what if an agency does not have 200 clients?

Simply submit the current number of clients since this may be enough to reach 30 responses. If an
agency can reach 200 clients at a future submit, then kindly resubmit with the full client list.

19. When is the deadline for the 200-client list?

The original deadline is seven (7) working days upon receipt of the advanced notice to the inclusion
of the 2023 Implementation of the RCS 2.0. The new deadline is now seven (7) working days upon
receipt of the signed notice letter to the inclusion of the 2023 Implementation of the RCS 2.0.

20. Can we request deadline extensions for the 200-client list?

ARTA does not provide extensions regarding the 200-client list. What we say to agencies is to submit
as soon as possible. The further the submission is from the deadline, the higher the likelihood that
the government office will not have a score for the SQ.

COMPLIANCE MATRIX

21. May we know the status of our office’s compliances?

Yes, kindly email the request to compliance@arta.gov.ph .

22. Can we have orientations regarding the compliances?

Yes, kindly email a formal letter addressed to ARTA Secretary Ernesto V. Perez to
compliance@arta.gov.ph .

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RELEVANT LINKS

A. Relevant RCS 2.0 Materials for agencies

Shortened Link (tinyurl) and Actual Link (non-tinyurl)

B. Citizen’s Charter Submission

Shortened Link and Actual Link

C. CART Submission

Shortened Link and Actual Link

D. CSMR Submission

Shortened Link and Actual Link

E. ZBP Submission

Shortened Link and Actual Link

F. Reeng Submission

Shortened Link and Actual Link

G. EBOSS Submission

Shortened Link and Actual Link

H. RCS 2.0 Agency Directory Form – if have not submitted yet in 2023, to be accomplished by all
head offices so ARTA can properly include the agency to
the RCS 2.0

Shortened Link and Actual Link

I. RCS 2.0 Pre-Survey Form – to be accomplished by government offices subjected to the RCS 2.0
so ARTA can conduct the RCS 2.0

Shortened Link and Actual Link

J. Report on Recognition/Awards – to be accomplished by government offices on Jan. 31, 2023

Shortened Link and Actual Link

This FAQ document will continue to be updated as new questions/concerns arise.

For concerns not addressed in this FAQ or in any other RCS related document, kindly email
compliance@arta.gov.ph .