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Manila Bulletin devider Business devider Banking & Finance devider GCG, ARTA harmonize client satisfaction measurement

GCG, ARTA harmonize client satisfaction measurement

Published Apr 14, 2023 05:45 am
The Governance Commission for GOCCs (GCG) and the Anti-Red Tape Authority (ARTA) signed a joint memorandum circular for a synchronized framework in determining client satisfaction among the state-owned companies. Last April 12, GCG Chairperson Alex L. Quiroz and ARTA Director-General Secretary Ernesto V. Perez inked the joint circular that aims to ensure continuous improvement and enhancement of GOCC service to the public. According to GCG, the circular will be a supplemental guidance to GOCCs regarding compliance with GCG Memorandum Circular 2023-01, and ARTA MC No. 2022-05. GCG Circular 2023-01 is the “Performance Evaluation System (PES) for the GOCC Sector,” while ARTA MC No. 2022-05 is known as the “Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement”.   “The Customer Satisfaction Survey serves to integrate direct citizen participation in the performance evaluation of GOCCs by giving weight to their experience as customers,” said GCG Commissioner Gideon D.V. Mortel.   “At least 80 percent of the customers of a GOCC must be satisfied with its services, otherwise it automatically receives a zero score for this performance indicator,” Mortel added. Likewise, the joint circular aims to reduce the cost and burden of compliance of GOCCs with the Client Satisfaction Measurement (CSM) and Client Satisfaction Survey (CSS) requirements.   “With this streamlined and harmonized performance measurement system, we can clearly envision a clearer platform for analyzing government performance that will help us improve and enhance our systems for the Filipino people,” Perez said..   “Of course, this JMC is anchored to President Ferdinand R. Marcos, Jr.’s directives for bureaucratic efficiency in his 8-point Socioeconomic Agenda,” he added. It is included in the provisions of the JMC that all GOCCs shall conduct their respective CSS for all its external and internal services either through a third-party service provider or an in-house survey, as required by the GCG Performance Scorecard, and shall be in accordance with the prescribed guidelines of the ARTA MC No. 2022-05.   The GCG remains steadfast in its mandate as the central advisory, oversight, and monitoring body for GOCCs, to institutionalize transparency, accountability, financial viability, and responsiveness in corporate performance by monitoring and evaluating GOCCs’ performance.

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