To ensure that national government agencies (NGAs) and local government units (LGUs) are providing satisfactory services to the public, a new client feedback survey will be conducted that allows the public to rate the services of government offices.
During the virtual presser of Presidential Communications Operations Office (PCOO) Global Media Affairs Wednesday, Anti-Red Tape Authority (ARTA) director general Jeremiah Belgica said this new mechanism will be factored in the Report Card Survey (RCS), which will be one of the basis of the performance-based bonus (PBB) of the particular agency.
The ARTA launched last week the RCS 2.0 that will measure the effective implementation of an agency’s Citizen’s Charter.
Part of the RCS is the Client Satisfaction Measure (CSM) which gets feedback from the public on their experience when transacting with government offices.
“Before the application process is ended, he will be required to answer questions, it’s only limited to 10,” ARTA deputy director general Ernesto Perez said.
Perez said the CSM will be a mandatory step for the public when transacting with government agencies like applications or renewal of permits and licenses.
“We will recognize the agencies that are compliant with their Citizen’s Charter and other provisions of the law. For those who are not compliant, this will be answered to their disqualification from performance-based bonus,” he said.
Perez added ARTA is in close coordination with the Civil Service Commission (CSC) in crafting and implementing the RCS 2.0.
CSC initially supervised the RCS of government agencies before the Ease of Doing Business and Efficient Government Service Delivery Act was enacted into law.
“This will be a two-pronged approach, to call the attention of those non-compliant and of course to recognize and give award(s) to those agencies which are compliant,” he added.
The ARTA is streamlining all the surveys in NGAs and LGUs through the RCS 2.0.
It will be conducted by early next year.
Source: Philippines News Agency