MANILA The Civil Service Commission (CSC) released the results of the 2017 Anti-Red Tape Act Report Card Survey (ARTA RCS) showing that out of the 583 offices that have been surveyed, 81.65 percent or 476 offices passed.
The CSC conducts the RCS annually to check an agency's overall client satisfaction and compliance with Republic Act No. 9485 or Anti-Red Tape Act, a law which aims to improve frontline service delivery in the government.
The CSC noted a consistent increase in the percentage of service offices passing the survey, from 78 percent in 2010 to 81.65 percent in 2017, CSC Chairperson Alicia dela Rosa-Bala said.
Of those which passed, 61 (12.81%) received Excellent rating while three offices (.63%) were rated Outstanding. A total of 328 (68.91%) garnered a Good rating, and 84 offices (17.65%) got Acceptable. For not meeting set standards, 92 offices (15.78%) Failed the RCS; 15 offices had zero respondents thus did not get any rating.
In 2017, the survey focused on agencies contributing to ease of doing business as well as service offices of the Department of Social Welfare and Development, Department of Health hospitals, Government Service Insurance System, and local government units.
The survey's focus is aligned with the 2017-2022 Philippine Development Plan whose thrust of upholding public service excellence is linked to increasing competitiveness and ease of doing business, as well as building trust in public institutions.
Frontline service offices covered were: Bureau of Fire Protection, Bureau of Internal Revenue, Bureau of Customs, Department of Health hospitals, Department of Social Welfare and Development, Department of Trade and Industry, Food and Drug Administration, Government Service Insurance System, Home Development Mutual Fund, Land Registration Authority, Land Transportation Office, Philippine Health Insurance Corporation, Philippine Ports Authority, Securities and Exchange Commission, Social Security System, and local government units.
A total of 31 service offices or 77.50 percent of the surveyed local government units passed the RCS; 258 or 75.22 percent of the national government agencies passed the survey; and 187 or 93.50 percent of the government-owned and controlled corporations met the demands of the RCS.
The Report Card Survey
Since 2010, the CSC, through the Report Card Survey has been preparing a report card of government offices to check overall client satisfaction and compliance with the ARTA.
The RCS checks two core areas: compliance with ARTA provisions (presence of Citizen's Charter, employees' wearing of IDs, observance of No Noon Break Policy, Anti-Fixing Campaign, No Hidden costs, and Existence of Public Assistance and Complaints Desk); and overall client satisfaction (Frontline Service Provider, Service Quality, Physical Setup, Basic Facilities, and Client Satisfaction).
The adjectival and numerical ratings are: Excellent (90-100 with no failed/delinquent rating in any sub-area); Outstanding (90-100 with a failed/delinquent rating in any sub-area); Good (80-89.99); Acceptable (70-79.99); and Failed (69.99 below, or with a failed rating in any of the two core areas).
Dekada na ang ARTA
Last January 22, 2018, the CSC held a culminating activity to celebrate ARTA's 10 years of implementation by recognizing ARTA RCS Achievers, Frontline Service Champions, and Seal of Excellence Hall of Famers. The CSC also recognized partners who helped ARTA achieve its milestones.
CSC recognized local government units with highest ratings in the ARTA Report Card Survey from 2010-2016: City of Santiago, Tagum City, Compostela Valley, Borongan City, Arayat, Iriga City, Mamasapano, Maguindanao, Dolores, Talipao, Jolo, Sulu, Upi, Maguindanao, and Labo.
The Government Service Insurance System (GSIS), Philippine Health Insurance Corporation (PHIC), and Landbank of the Philippines (LBP) were recognized as Frontline Service Champions for the agencies' exceptional performance in complying with the ARTA provisions which enabled them to deliver excellent frontline service. GSIS, PHIC, and LBP were surveyed under the ARTA RCS for at least three years between 2010 and 2017, and garnered the highest agency rating among surveyed GOCCs.
These GOCCs were also conferred the Seal of Excellence Award Hall of Famers for earning the most number of Seal of Excellence Awards from 2010- 2016. PHIC received a total of 67 Seals, GSIS earned 53 Seals, and LBP, 24 Seals. The Seal of Excellence is conferred on service offices that garnered an Excellent rating in the RCS through a mystery client validation, and passed the second-phase validation.
In the 2017 ARTA RCS results, GSIS got the most number of service offices with Excellent rating (17 offices). In the LGUs surveyed, Tagum City, Davao del Norte was rated Outstanding, while Iligan City, Isabela received Excellent rating.
The CSC urges government agencies and the public to join the campaign against red tape to improve frontline service delivery. Government agencies that offer frontline services are expected to comply with the ARTA and provide excellent public service. (CSC PR)
Source: Philippine News Agency