Last year I had a chance to be part of the Report Card Survey conducting interviews to the constituents of the Local Government in the Philippines. This is an excellent program of the Civil Service Commission to really know what their constituents like about the services of their leaders. This is part of the Anti Red Tape Act campaign of the government.
Here's the article written by the Civil Service Commission and listed the top 6 performing Government agency.
Six local government units (LGUs) have been qualified to receive the Citizen’s Satisfaction Center Seal of Excellence Award for garnering the highest ratings in a client satisfaction survey, the Civil Service Commission (CSC) announced.
The recipients of the Seal of Excellence Award are the Provincial Government of Compostela Valley with a rating of 95.5 (Excellent); City Government of Mati, Davao Oriental, 87.15 (Very Good); City Government of Tacurong, Sultan Kudarat, 85.1 (Very Good); City Government of Borongan, Eastern Samar, 83.86 (Very Good); Municipal Government of Burauen, Leyte, 81.88 (Very Good); and Provincial Government of Camarines Sur, 81.14 (Very Good).
The said LGUs, which hold the distinction of being the first government agencies to receive the award, are entitled to receive a wall-mountable glass seal bearing the Seal of Excellence Award symbol along with a cash reward.
The awardees attained the highest ratings in the Report Card Survey (RCS) conducted by the CSC during the pilot implementation of the program. The conduct of the Report Card Survey is one of the requirements under Republic Act No. 9485, known as the Anti-Red Tape Act of 2007 or ARTA.
The CSC, through its regional offices, conducted the RCS pilot run in selected government agencies from July 1 to August 31, 2010. It covered 10 priority agencies in the National Capital Region identified in Administrative Order No. 241, and the model province and model city of every region previously identified by the CSC.
Researchers were asked to interview clients who have already finished their transaction with the agency. Using a questionnaire and checklist as tools, the researchers rated the agency in terms of compliance with the requirements of ARTA, such as the presence of Citizen’s Charter, anti-fixer campaign materials, and help desk; and implementation of “No Lunch Break” policy.
It also evaluated client satisfaction based on the quality of service received, time it took them to complete the transaction, physical setup of the agency (e.g. signage/directions, accessibility, cleanliness, orderliness, lighting, ventilation and layout) and availability of basic facilities (e.g. comfort room, canteen, waiting area, facilities for pregnant women, persons with disability and the elderly).
A relatively new endeavor of the CSC, the grant of the Citizen’s Satisfaction Center Seal of Excellence Award forms part of the Commission’s mandate to promote prompt, excellent, honest and courteous frontline service in the bureaucracy.
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