67 gov’t offices fail anti-red tape survey –CSC

February 26, 2014 6:42 am 

MANILA, Feb. 25 — Civil Service Commission (CSC) Chairman Francisco T. Duque III disclosed that 67 government offices failed the frontline service survey in 2013.

The evaluation of frontline services of government offices is done through the Report Card Survey (RCS), a component of Republic Act No. 9485, also known as the Anti-Red Tape Act (ARTA) of 2007, to obtain feedback on existence and effectiveness, as well as compliance with the agency Citizen’s Charter.

The Charter contains the types of frontline services a government agency offers with the step-by-step procedure, the person responsible for each step, time needed to transact, documents required, and fees. It is posted in conspicuous areas to make government transaction easier and transparent to the public.

Passers, on the other hand, make up majority of the surveyed offices. A total of 168 service offices or 18 percent rated Excellent; 557 or 60 percent rated Good; and 101 or 11 percent, Acceptable.

“We have seen a significant improvement in the passers. In 2012, 25 percent of offices surveyed failed the RCS. In the most recent survey, only 7 percent failed,” Duque said.

Offices which obtained an Excellent rating increased, from 8 percent in 2012 (50 service offices out of 599 surveyed) to 18 percent in 2013 (168 service offices out of 929).

The CSC conducts the RCS in high-density and most complained service offices nationwide. Results of the survey are released annually. Clients are given the ARTA survey form right after they availed of a frontline service of a government office.

A service office fails the RCS when it incurs a final score that is below 70, or if it fails in one of the two core areas of ARTA.

Core 1 or compliance with ARTA provisions checks if the frontline office has a Citizen’s Charter visible to transacting clients and an anti-fixing campaign, if frontline staff wear identification cards, if there are no hidden transaction costs, if there is a manned Public Assistance and Complaints Desk, and if the frontline unit observes the No Noon Break policy.

Core 2 or overall client satisfaction checks the frontline service provider, service quality, physical setup, basic facilities, and respondent-client satisfaction.

Offices which obtained a score of 90 to 100 are rated Excellent; 80 to 89.99 Good; 70-79.99 Acceptable.

Service offices that failed the RCS will undergo the Service Delivery Excellence Program (SDEP), to be conducted by the Civil Service Commission, to determine and address problem areas in frontline service delivery.

“As the bureaucracy’s human resource institution, the CSC takes a developmental stance in implementing the ARTA law. More than informing the public which offices passed or failed the annual ARTA Report Card Survey, the Commission provides various HR and 0organization development training programs that will aid government agencies to improve their service delivery,” said Chairman Duque.

Full list of the 2013 ARTA RCS results are posted in the CSC website www.csc.gov.ph. (PNA)



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