ARTA includes ‘client satisfaction’ in gov’t report card
The Anti Red Tape Authority (ARTA) has expanded the coverage of the Report Card Survey (RCS) 2.0 to all government agencies, incorporated external services, and “client satisfaction measurement” (CSM) in assessing an agency’s performance in the delivery of public service.
ARTA Officer-in Charge Deputy Director General Ernesto V. Perez highlighted these new features at the launch Thursday, Sept. 22, of the new RCS 2.0. The Commission on Civil Service Commission used to undertake the survey until the creation of ARTA under Republic Act 11032, or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.
Perez said that the expanded coverage means the survey will not only measure the agencies with the most complaints, but all agencies. It also expanded the scope from frontline services of an agency to its internal services meaning, including its people.
The CSM is 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.
Perez emphasized that when clients are the object of good service, they would be happy and satisfied and only then the government agency can claim of successful service to the people.
“Results of the RCS will still be used as one of the basis in granting rewards and incentives to government agencies,” said Perez noting this would put an end to surveys by government agencies to justify their performance-based incentives or bonus.
Starting this month, September, ARTA through a third-party service provider will conduct onsite survey. In November 2022, ARTA will provide the feedback to the agencies as to the results of the survey before conducting an awarding ceremony for the agencies that will garner high scores in December this year.
The RCS will use measurement tools: compliance reports (40 percent), and surveys, which includes survey questionnaire, inspection checklist and CSM (60 percent) for a total score of 100.
Agencies with a score of 80 to 84.99 will be marked “compliant” while the 75 to 79.99 will be labelled “needs improvement” and those with a score of 70 to 74.99 will be required to thoroughly review the RA 11032 requirements.
Echoing President Ferdinand Marcos Jr’s speech at the United National General Assembly that the world is ready for transformation and that depends on nations’ leaders, Perez said “It is time to elevate government service delivery to new heights, as well as to shape a better life experience for Filipinos.”
Perez emphasized that it has always been the government's responsibility to provide an effective service. “A service that meets the needs of the people without imposing undue hardship or making them feel less valued. Effective service requires well-defined processes, a simplified system, and prompt delivery, not to mention the pleasant demeanor of the service provider,” he said.
He likened a government agency and its services to visiting a private facility, such as a hotel, a resort, or an attraction, where clients normally consider their accommodation costs, amenities, the timeliness of their service delivery, and the manner in which the service is rendered.
“It is practically a mantra in the business sector to deliver exceptional customer service to the people, and the same should hold true in government, where the customers are the Filipino people. The government also needs to determine whether the services it offers are relevant and up to par with the needs and demands of the people. It is also an opportunity to discover deficiencies and move forward with new processes and procedures that will truly address the concerns of the Filipinos,” said Perez.