Public Grades Of Most Government Services ‘Good’

Six hundred ninety seven (697) out of 1,114 government service offices obtained a rating of Good in terms of compliance with the Anti-Red Tape Act (ARTA) provisions and overall quality of frontline service delivery, according to the results of the Report Card Survey (RCS) conducted by the Civil Service Commission (CSC) in 2015.

Said figure comprises the bulk of surveyed offices at 62.5%.

A total of 353 offices (32%) received an Excellentrating, six (0.5%) were Outstanding, and 43 (4%) were Acceptable.

Fifteen service offices (1%) incurred a Failed rating and were subsequently given service improvement orientation and workshops under the CSC’s Service Delivery Excellence Program (SDEP). To check for improvement, the CSC conducted a second round of RCS in which all previously failed offices gained passing marks.

The 2015 RCS was conducted in all service offices of nine government agencies with heavy volume of frontline service transactions, based on the reports lodged by the public via the Contact Center ng Bayan, a call center facility managed by the CSC.

These agencies are the Bureau of Internal Revenue (BIR), Government Service Insurance System (GSIS), Home Development Mutual Fund (Pag-IBIG Fund), Land Registration Authority (LRA), Land Transportation Office (LTO), Philippine Health Insurance Corporation (Philhealth), Professional Regulation Commission (PRC), Philippine Statistics Authority-National Statistics Office (PSA-NSO), and Social Security System (SSS).

Also included were 46 first class cities nationwide, and 51 branches of the Land Bank of the Philippines (LBP).

The CSC released the survey results during the opening ceremony of the ARTA Caravan on January 25 at the University of the Philippines Diliman, where more than 30 frontline services from 18 government agencies are being offered onsite.

Chairperson Alicia dela Rosa-Bala said that the CSC sees the results as both an achievement and a challenge.

“As the survey revealed, having majority of frontline service offices rated as Good by the public is a sign that the government is already reaping the benefits of vigorously implementing the ARTA law and of raising the public’s consciousness on their rights and responsibilities as consumers of government services,” said Bala.

“However, we should strive to further improve the ratings instead of merely settling for Good. The CSC will continuously work with government agencies so that all Filipinos can get the quality of service they deserve,” she continued.

Among the 10 government agencies surveyed, GSIS, LBP, Philhealth, and SSS had a full passing rate with all of their service offices obtaining scores not lower than 70.

Same as last year, GSIS had the highest percentage of Excellent offices at 80% (46 out of 57 offices), followed by Philhealth at 66% (88 out of 133 offices).

Of the 46 first class cities, 11% obtained Excellentrating, 78% were Good, 9% were Acceptable, and 2% got a Failed rating.

The City Government of Taguig obtained the highest Excellent rating among the LGUs surveyed, with a numerical rating of 92.31%. Other LGUs that got Excellent are the cities of Batangas, Santiago (Isabela), Sta. Rosa (Laguna), and Olongapo. (CSC)