Civil Service Commission Conducts Report Card Survey
for Anti-Red Tape Act (ARTA)
(PR-201003-PP1-02, Posted 19 April 2010)
The clearance on the conduct of the Anti-Red Tape Act (ARTA) Report Card Survey was granted by the National Statistical Coordination Board (NSCB) last March 29, 2010 under its Statistical Survey Review and Clearance System (SSRCS). The Civil Service Commission (CSC) will conduct the survey pursuant to Section 10 of Republic Act 9485 of 2007, also known as the ARTA of 2007. The objectives of the survey are (1) to obtain feedback on how agencies implement the provisions in their Citizen’s Charter, (2) to gather information/estimates of hidden costs incurred by clients in availing frontline services, and (3) to rate agency performance and client satisfaction in relation to frontline service delivery and fulfillment of provisions of the ARTA, its IRR and Administrative Order No. 241.
The first phase of the survey to be conducted in May 2010 will cover the 10 priority agencies in NCR pursuant to Administrative Order No. 241 signed by President Gloria Macapagal-Arroyo on October 2, 2008, as well as the 26 model provinces and cities in the other regions. The 10 agencies in NCR are: Bureau of Customs (BOC), Bureau of Fire Protection (BFP), Bureau of Food and Drugs (BFAD), Bureau of Immigration (BI), Bureau of Internal Revenue (BIR), Department of Environment and Natural Resources (DENR), Laguna Lake Development Authority (LLDA), Philippine Health Insurance Corporation (PhilHealth), Social Security System (SSS), and Government Service Insurance System (GSIS). The clients served by these agencies will be the respondents in the survey. For the second phase scheduled to be conducted in July and August this year, clients of 10 percent of all government agencies within the jurisdiction of each CSC Regional Office will be surveyed. The number of clients to be surveyed from each of the agencies would be 30 individuals or 5 percent of the agency’s daily average number of clients served, whichever is higher.
The CSC, in coordination with the Development Academy of the Philippines (DAP), prepared the instrument and the design of the survey. Statistics that will be generated from the survey will be the basis for (1) improving, revising, modifying, enhancing or amending each agency’s Citizen’s Charter and/or frontline services to suit the needs of their clientele; and (2) guiding the CSC in providing critical evaluation of agencies/offices, and their personnel as well as inputs to policy recommendations for improving problem areas and inefficiencies in the frontline services.
The total cost of the Phase I of the survey is estimated at PhP 217,850.00 or PhP 6,051.39 per agency, which covers personal services, and maintenance and other operating expenses (MOOE). Results of the survey will be summarized in report cards for each of the agencies whose clients are surveyed. The actual report card will include the ratings of agencies in the following areas: (1) compliance with ARTA Provisions, (2) service quality, (3) personal disposition of the frontline service provider, (4) physical working condition, and (5) client satisfaction. Phase I and Phase II results are scheduled to be released in July and December 2010, respectively.
The SSRCS is a mechanism institutionalized by the NSCB through Memorandum Circular Nos. 4-88 and 04-95, which aims to: (1) ensure sound design for data collection, (2) minimize the burden placed upon respondents; (3) effect economy in statistical data collection; (4) achieve better coordination of government statistical activities; and (5) inform the private sector and the public in general that a government survey operation has passed clearance and enjoin their cooperation in the conduct of the survey.
ROMULO A. VIROLA