Listening to the Voice of

our customers

Looking back from March to December 2019,

What were our clients saying about us?
About our services?
2019 VOC Results from PAID Desk
Number of Registered Complaints in PAID Desk

Private Schools LRMS Cashier Acctg Admin HRMO

0 1 2 3 4 5 6 7 8 9
2019 VOC Results from PAID Desk
SPECIFIC ISSUES/CONCERNS

6
4
2
0
sy
o to tao er a n o n in or
y
nt
o
b i en g lt in ap cti a m t e
ser u m o n n o gg tr u p
n
ig na um
k k f r n s li s k
g
do an ta in -s g do
l an g g a n g
sa g a y a n g
ga o
n
ila
n
g it n it an gp la an
a s a i o n a a
ab o se g k sun M
a
ala
b
in
a W
w
al
M r an a
g -p p M M
p ar a w
a
pa a
g a us ala N
n k W
ala na
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at
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 ISSUES AND CONCERNS TOTAL PERCENTAGE

2019 Ugnayang 29
SALARY AND OTHER BENEFITS 24%
Gurong Rizaleño
27
HR SERVICES: GSIS / PAG-IBIG /RECORDS 23%

OTHER ADMIN/LEGAL MATTERS 25 21%

19
Summarized Issues and APPOINTMENT PAPERS AND PROMOTION 16%
Concerns in related to
OTHER ADMIN. SERVICES (Service Credits, 9
SDO’s Services for our 7%
Teachers Transfer, Reclass, ERF)
TRAININGS with CPD UNITS (Reg. Fee) 8 6%
117
100%
 Being true to our mission, and to our Quality
Policy, there is a need to continuously improve
our services to meet the needs and expectations
of our stakeholders
Why do we need to be PRIMED?
• To be fully responsive to our clients;
• It is mandated under CSC MC #3, s. 2012
• It guarantees improved services and documentation aligned to our
QMS;
• It will prepare us for the next step, the Philippine Quality Award
SDO Rizal’s QMS Roadmap

2022
2021  ISO 9001: 2015 Second
 ISO 9001: Surveillance Audit
2015 Second  PRIME-HRM Level 3 Accreditation
2020 Surveillance  PQA Recognition
Audit
 ISO 9001:
2015 First  PRIME-HRM
Surveillance Level 2
Audit Sustainability
2019  PQA
 PRIME-HRM
 ISO Level 2 Validation
9001:2015 Accreditation
Certificatio
 PQA Eligibility
n
 P r
PROMOTE REINFORCE
COMMISSION HRPSO & CSC REGIONAL
DIRECTORS
Promote the need to elevate Review and reinforce the
the public sector’s HRM to a work of our Mirrors,
level of excellence for good Enablers and institutional
governance and the efficient channels to ensure that these
and effective public service are aligned towards helping
delivery. Agencies improve HR
systems and achieve their
mandate.
CHAMPION CHANGE TAKE CARE OF QUALITY
ASSURANCE
i m
INSTITUTIONALIZE
CSC CENTRAL
(OHRMD, OSM, OFAM, IRMO,
PAIO, CSI) AND CSC REGIONAL
DIRECTORS
Institutionalize systems,
policies, and standards to
help the Mirrors and
Enablers aid agencies in
developing and
strengthening their HR
systems to achieve their
mandate.
ENSURE ORGANIZATIONAL
MEMBERS ARE PROVIDED
WITH KEY SUPPORT
SYSTEMS & POLICIES TO
HELP THEM ACCOMPLISH
THEIR GOALS FOR PRIME-
HRM
MIRROR
ASSESSORS (PSED)
Mirror the current state of
the Agency’s HR system.
HELP AGENCY
RECOGNIZE THE GAPS
IN THEIR SYSTEMS AS
WELL AS THEIR
STRENGTHS AND
OPPORTUNITIES FOR
IMPROVEMENT INO
RDER TO ATTAIN DEPED
MANDATE
e
ENABLE
ASSISTORS (CSC FIELD
DIRECTORS)
Enable the Agency to
determine solutions to
address gaps identified.
PROVIDE AGENCY WITH
TOOLS AND ADVICE ON
HOW TO IMPROVE THEIR
HRM SYSTEMS AND
LINK THEM WITH
SMS/SMES’S
This all about transforming agencies in the way they understand
and practice HR, and ultimately transforming the quality
of the Philippine bureaucracy and the service it delivers to the public.
Are you ready to be PRIMED?

Next action steps

 SCHEDULE OF ACTIVITIES

DATE ACTIVITIES
Planning meeting of each Technical Committees and
June 15-16, 2020 preparation of proposals and work plans
June 18, 2020 Orientation on PRIME HRM with CSC
Documentation work per pillar
June 16-26
TC meetings/online workshops
July 1, 2020 Submission of status report to Steering Committee
July 3, 2020 Submission of SC the identified gaps per pillar
SCHEDULE OF ACTIVITIES
(Agreements)