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Republic of the PhilippinesCIVIL SERVICE COMMISSION
Constitution Hills, Batasang Pambansa Complex,Diliman 1126 Quezon City
ANTI-RED TAPE ACT (ARTA)REPORT CARD SURVEYREPORT OF FINDINGS
Survey conducted in theNational Statistics Office (Legal Division)
Sta. Mesa, Manila
(Copy for the Agency)
for the survey periodMarch 2013
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EXECUTIVE SUMMARY
Pursuant to the provrsions of Republic Act No. 9485, otherwise known as "An Act to ImproveEfficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape,Preventing Graft and Corruption, and Providing Penalties Thereor, otherwise known as the Anti-RedTape Act of 2007, the Civil Service Commission-National Capital Region (CSC-NCR) conducted theReport Card Survey (RCS) at the National Statistics Office (NSO) - Legal Division located at RamonMagsaysay Boulevard, Sta. Mesa, Manila.
The two frontline services surveyed were: (1) Legal Queries and (2) Follow-up Petitions underRA9048/RA10172. The survey focused on the agency's compliance with two (2) core areas namely:Compliance with ARTA Provisions and Overall Client Satisfaction.
The National Statistics Office - Sta. Mesa (NSO - Sta. Mesa) obtained a final numerical rating of92.72% with a descriptive rating of OUTSTANDING. The office passed both the core areas onCompliance with ARTA Provisions (90.94%) and Overall Client Satisfaction (94.29%).
The office passed the six sub-areas on Compliance with ARTA Provisions, with perfect rating of 100% onAnti-fixer Campaign, ID/Nameplates, No Hidden Costs, PACD and No Lunch Break policy, 98.32% onAnti-Fixer Campaign and 76.23% on Citizen's Charter sub-area.
On Overall Client Satisfaction, the office passed four out of five sub-areas. Highest rating is on PhysicalSetup/Layout with a rating of 98.75%, followed by Respondent-Client Satisfaction at 98%, ServiceQuality at 97.86%, Frontline Service Provider at 97.50%, and failed rating of 69.41% on BasicFacilities.
The Citizen's Charter of the office was posted at the ground floor main entrance. Likewise, there wereanti-fixer campaign materials and no lunch break signage posted. The Public Assistance andComplaint DeSk (PACO) was Installed at the main entrance of the legal division and manned byknowledgeable personnel. Also, the frontline service providers and PACD personnel observed the NoLunch Break policy.
Although, 90% of the respondents were very satisfied with the basic facilities provided by the office,inspection checklist showed there was no provision of special lane for pregnant women, persons withdisability (PWD) and the elderly, thus, a failed rating was obtained.
Based on the results of the survey and observations made, the following are recommended:
• Posting of the Citizen's Charter with complete service standards in its prescribed format ina more conspicuous area in compliance with ARTA provisions.
Provision of special lane for the elderly, persons with disability a!",dpregn~nt women atthe ground floor, since business transactions were catered at the mezzanine.
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TABLE OF CONTENTS
Topics Page
Introduction 3
Objectives
Respondents
2
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INTRODUCTION
Republic Act 9485, otherwise known as "An Act to Improve Efficiency in the Delivery of GovernmentService to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption, andProviding Penalties Thereof' or the Anti-Red Tape Act of 2007, requires all government offices to drawup their respective Citizen's Charters and post these as information billboards at the main entrance ofthe agency or most conspicuous place.
Section 10 of the Anti-Red Tape Act (ARTA) of 2007 also states that:
"All offices and agencies providing frontline services shall be subjected to aReport Card Survey to be initiated by the Civil Service Commission, in coordinationwith the Development Academy of the Philippines, which shall be used to obtainfeedback on how provisions in the Citizen's Charter are being followed and how theagency is performing.
"The Report Card Survey shall also be used to obtain information and/orestimates of hidden costs incurred by clients to access frontline services which mayinclude, but is not limited to, bribes and payment to fixers. "
On October 2,2008, the President also issued Administrative Order No. 241 (A.O. 241), mandatingthe speedy implementation of the ARTA and its Implementing Rules and Regulations (IRR) andfurther strengthening its application. Among the provisions of A.O. 241 are:
• the immediate setting up of public assistance and complaints desks in agencies to effectivelyreceive feedback and monitor customer satisfaction; and
• the mounting of agency campaigns to eliminate fixing activities
In compliance with these provisions, the Commission conducted the Report Card Survey in NationalStatistics Office Legal Division - Sta. Mesa (NSO - Sta. Mesa) on March 18-20,2013.
The office is located at Ramon Magsaysay Boulevard, Sta. Mesa Manila. There were only two frontlineservices offered and they were: (1) Legal Queries and (2) Follow-up Petitions under RA9048/RA 10172
The obJectlvea of the survey are .a fOllows:
• Obtain feedback on how office follow provisions In their CItizen'. Charter
• Obtain information/estimates of hidden costs Incurred by clients In accessing frontlineservices
• Rate agency performance and client satisfaction in relation to frontline service delivery
This result of the Report Card Survey shall be used by the NSO - Sta. Mesa in the improvement of itsCitizen's Charter and/or frontline services, pursuant to Rule VII of the IRR of the ARTA, which statesthat:
"The Civil Service Commission shall... furnish the government agencyconcerned the result of the survey assessment, evaluation and/or observations. Suchassessment evaluation and/or observations shall also be incorporated in theagency's ~nnual report and shall be considered in the improvement, revisi~n,modification, enhancement, or amendment of its Citizen's Charter and/or frontlmeservices. '
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METHODOLOGY
RESPONDENTS
The respondents for the survey are individual clients who have availed of any frontline service of theNSO - Sta. Mesa. The ART A defines frontline service as:
"the process or transaction between clients and government offices or agenciesinvolving any applications for any privilege, right, permit, reward, license, concession, orfor any modification, renewal or extension of the enumerated applications and/orrequests which are acted upon in the ordinary course of business of the office oragency concerned. "
Most of the respondents (33.33%) belong to 31 - 45 years old bracket. 66.67% were female while33.33% were male. In terms of civil status, out of 30 respondents, 16 were married, 10 were singleand 4 were widowed. Most of them (73.33%) attained first stage of tertiarylbaccalaureate education,while 23.33% reached secondary/high school or second state of basic education and one (3.33%)finished second stage of tertiary/post graduate education. 50% of the respondents were employed asservice workers, professionals, trades and related workers and officials of government, respectively.The other 50% were unemployed. (Please see Annex A for full list of tables on respondent's profile)
DATA-GATHERING STRATEGY
The survey was conducted by the researcher by interviewing clients within the premises of NSO - Sta.Mesa immediately after availing of the frontline services. This mode was chosen to ensure that allquestions were answered and vague responses were clarified at the outset.
There were 30 clients interviewed from two frontline services. On the average, the interviews lasted 9minutes. The shortest interview lasted for 7 minutes while the longest took 10 minutes to complete.
INSTRUMENT
The researcher used an interview questionnaire specifically designed for the RCS and approved bythe National Statistical Coordination Board. They also accomplished an inspection checklist thatcontains items relative to the physical working condition of the NSO - Sta. Mesa and its compliancewith other ARTA requirements (posting of the Citizen's Charter, existence of a Public Assistance andCampI. Int. O•• k, Implementation Of anti-fixer m••• ur •• , ob.erv.nce 01 the no lunch breiJk rule,Information on hlddln ooata, and wilerlng of Id.ntltldiufon cards/nemepl.t.,).
Based on the points garnered in both the Survey Questionnaire and Inspection Checklist, the serviceoffice shall get a corresponding adjectival rating as shown in the scale below:
Final Numerical Rating Corresponding Adjectival Rating
90 -100 Excellent* 10utstanding··
80-89 Good
70-79 Acceptable
0-69 Failed
• Excellent refers to a final numerical rating of 90-100, without a failed/delinquent rating in any sub-
area . t t" f th** Outstanding refers to a final numerical rating of 90-100 but with a dellnquen ra Ing In any a e
sub-areas.
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RESULTS
Data gathered during the survey period yielded the following results:
CIVIL SERVICECOMMISSION
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NATIONAL STATISTICS OFFICE· STA MESASolicarel Bldg., R. Magsaysay Blvd., Sta Mesa, Manila
March 18·20,2013SUlVey Period
AREAS
Total 75.92
SCOREIC
TOTAL NUMERICAL DESCRIPTIVEWEIGHTEDPOINTS RATING RATING
42.56 I 46.8 90.94 Passed13.26 I 17.4 76.23 Passed7.00 I 7 100.00 Passed3.60 I 3.6 100.00 Passed6.40 I 6.4 100.00 Passed6.10 I 6.2 98.32 Passed6.20 I 6.2 100.00 Passed
50.16 I 53.2 94.29 Passed12.48 I 12.8 97.50 Passed10.96 I 11.2 97.86 Passed6.32 I 6.4 98.75 Passed4.72 I 6.B 69.41 Failed
SQ
36.2 I 40
11.33 I 15
7 I 7
2 I 2
8 I 8
3.87 I 4
4 I 4
58.7 I 60
15.6 / 16
13.7 / 144.9 I 5
4,9 I (}
11Mj I 20
COMPLIANCE WITHARTA PROVISIONS
Citizen's CharterAnti-Fixer CampaignIDlNameplatesNo Hidden CostsPACDNo Lunch Break
OVERALL CLIENTSATISFACTION
Frontline ServiceProvider
Service Qual'PhYSical SetuplLayoutBasic FaoilitlesR•• pon(Jont-Client
SlJtl.faotlon
68 I. 74
21 I 277 I 7
10 I 10
Sub-Total 94.9 I 100MultIplied by 80%
FINAL NUMERICALRATING
. .=~'~-_44~
15 I 15
15 I 15
16 I 26
92.72
FINAL DESCRIPTIVERATING
OUTSTANDING
Legend:
Excellent: 90- 100;withouta delinquentratingin anysub-area Acceptable: 70- 79
Outstanding: 90- 100;withdelinquentratingin anyof thesub-areas Failed: 69 andbelow
Good: 80- 89"Note that a delinquent rating in any of the two core areas earns the setvice office a final descriptive rating of Failed, regardless of its finalnumerical ratin .
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DATA ANALYSIS AND FINDINGS
}> Compliance with ART A Provisions
The NSO - Sta. Mesa obtained a high rating of 90.94% on the core area of Compliance with ARTAProvisions. Perfect ratings of 100% were obtained in the four sub areas: Anti-fixer Campaign,ID/Nameplates, No Hidden Costs, and No Lunch Break rule. Likewise, a high rating of 98.32% wasalso obtained on the PACD sub-area; and the Citizen's Charter sub-area obtained a rating of 76.23%.
a) Citizen's Charter
NSO - Sta. Mesa obtained a low passing grade of 76.23% in the Citizen's Charter sub-area.The office has Citizen's Charter posted on a conspicuous area; however, no one from therespondents relied on the Citizen's Charter as the main source of information about theoffice's frontline services. Majority of the respondents relied mainly on other sources such asemployees of the local government unit, website of the agency, family/fiends and securityguard. (See Annex 1). While there was a posted Citizen's Charter in the office, 16.67% of therespondents did not see it, 33.33% saw but did not read and 50% saw and read the CC andfound the information billboard clear and understandable (See Annex 2).
All respondents said that the office complied with five out of seven posted standards, namely:Officer/Employee responsible for each step (100%), maximum time to conclude the process(100%), Amount of fees, if necessary (100%), documenUs to be presented by the client andstep-by-step procedure. For the two remaining standards, Procedure for Filing Complaintsand Feedback Mechanism, 100% of the respondents answered not applicable as they did notundergo the process. (See Annex 3)
b) Anti - fixer campaign
The office obtained a perfect rating of 100% in the anti-fixer campaign sub-area. All therespondents mentioned seeing posters, billboards and brochures on anti-fixing.(See Annex 4)
c) /D/Namep/ates, No Hidden Costs, PACD and No Lunch Break
Perfect ratings of 100.00% were obtained on the sub-areas of ID/Nameplates, No HiddenCosts, and No Lunch Break polley, and 98.32% on PACO sub-area. All respondents reportedto have seen serVice provider. wearing easy to read 10'. and have received O"s for thepayments they made, and to have not made any additional payments. Most of therespondents (96.67%) Claimed they have seen the Public Assistance and Complaint Desks(PACO). Also, 16.67% of the respondents said that the "No Lunch Break" policy wereobserved by the service providers and PACD personnel, while 83.33% gave "Don't Know"responses since their transactions occurred before lunch. (See Annex 5)
}> Overall Client Satisfaction
The office got a high rating of 94.29% in the core area of.overall c.lient satisfaction, passing four out offive sub-areas (Frontline Service Provider, Service Quality, Phystcal Setup/Layout, and Respondent-client's Satisfaction), and failed in the basic facilities sub-area.
a) Frontline Service Provider
The service providers were rated based on seven (7) satisfaction drivers, that is, Ti":leliness(Response Time and Outcome), Knowledge, Competence, Courtesy and ~xtra MII~, andFairness and Ethical Treatment, and majority of the respondents were very satisfied (90 Yo).
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The office got a passing mark of 97.50% in this sub-area. The responses gathered for eachsatisfaction drivers are summarized on the table below:
Table 1· Client's Satisfaction Levels with Various Satisfaction Drivers
Satisfaction Drivers (Frontline Service Provider) Satisfaction Drivers(Service Quality)
SATISFACTI Timeliness - Fairness & OverallON LEVEL Response Timeliness - Knowledge Competence Courtesy & Ethical Outcome Satisfaction
Time Attention Extra Mile Treatment Time
No. % No. % No. % No. % No. % No. % No. % No. %Very Satisfied 27 90 27 90 27 90 27 90 27 90 27 90 27 90 27 90
Satisfied 3 10 3 10 3 10 3 10 3 10 3 10 3 10 3 10Undecided 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Dissatisfied 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Very 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Dissatisfied
Total 30 100 30 100 30 100 30 100 30 100 30 100 30 10 30 1000
b) Service Quality
Most of the respondents were generally very satisfied with the office's performance in this sub-area asreflected in its high rating of 97.86%. As can be gleaned from the table above, majority of therespondents were very satisfied on the quality of service delivery of the office in terms of the outcomeand overall transaction time, having a satisfaction rating of 90%, respectively.
c) Physical Setup/Layout and Basic Facilities
On Physical Setup/Layout
With regards to the physical setupllayout of the agency, which includes signages/directions,accessibility, cleanliness, orderliness, lighting, ventilation and layout, the office got a highrating of 98.75%, where 90% of the respondents were very satisfied to the physical setup ofthe office. (See Annex 6)
On Basic Facilities
Majority of the respondents (90%) were very satisfied, while 10% were satisfied with the basicfacilities of the agency. Basic facilities refer to clean comfort rooms, convenient waiting areaand special lanes for the elderly, persons with disability and pregnant women. ~hile most .ofthe respondents were very satisfied on the basic facilities of the .offic~, in.~pectlon checklistshowed there were no special lanes for the elderly, person With disability and pregnantwoman, thus, a failed rating of 69.41 % was obtained in this sub-area. (See Annex 6)
d) Respondent-Client Satisfaction
The office garnered a high score of 98% in this sub-area. Majority.or 90.% of ~he responde~tswere very satisfied and 10% were satisfied on the overall satisfaction With the frontlineservices of the office. (See Annex 7)
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DISCUSSION AND RECOMMENDATIONS
NSO - Sta. Mesa got a final numerical score of 92.72 with a descriptive rating of OUTSTANDING.The office did not obtain an excellent descriptive rating, because it has a delinquent rating in one ofthe sub-areas in over all client satisfaction.
The office passed both the core areas on Compliance with ARTA Provisions (90.94%) and OverallClient Satisfaction (94.29%).
The office passed the six sub-areas on Compliance with ARTA Provisions, with perfect rating of 100% onAnti-fixer Campaign, ID/Nameplates, No Hidden Costs, PACD and No Lunch Break policy, 98.32% onAnti-Fixer Campaign and 76.23% on Citizen's Charter sub-area.
On Overall Client Satisfaction, the office passed four out of five sub-areas. Highest rating is onRespondent-Client Satisfaction with a rating of 98%, followed by Service Quality at 97.86%, PhysicalSetup/Layout at 98.75%, Frontline Service Provider at 97.50%, and failed rating of 69.41 % on BasicFacilities.
The Citizen's Charter of the office was posted at the ground floor main entrance. Likewise, there wereanti-fixer campaign materials and no lunch break signage posted. The Public Assistance andComplaint Desk (pAC D) was installed at the main entrance of the legal division and manned byknowledgeable personnel. Also, the frontline service providers and PACD personnel observed the NoLunch Break policy.
Although, 90% of the respondents were very satisfied with the basic facilities provided by the office,inspection checklist showed that there was no provision of special lane for pregnant women, personswith disability (PWD) and the elderly, thus, a failed rating was obtained.
RECOMMENDATIONS
Based on the results of the survey and observations made, the following are recommended:
• Posting of the Citizen's Charter with complete service standards in its prescribed format ina more conspicuous area in compliance with ARTA provisions.
• Provision of special lane for the elderly, persons with disability and pregnant women atthe ground floor, since business transactions were catered at the mezzanine.
Prepared & Submitted by:
Reviewed by:
VIt~N~~VEZARTA C:O~dra~or
Recommending Approval:
~O~MAY ANTONETTE D. ARRIOLA
Director II
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ANNEXES
Annex A - Respondents Profile
AGE Number %
17 years old and below 0 0.00%
1.8 - 21 years old 1 3.33%
22 - 30 years old 7 23.33%
31-45yearsold 10 33.33%
46 - 59 years old 8 26.67%
60 years old and above 4 13.33%
Not Specified 0 0.00%
TOTAL 30 100%
SEX Number %
Male 10 33.33%
Female 20 66.67%
TOTAL 30 100%
CIVIL STATUS Nurnb.r %
Single '0 33.33%
·Married 16 53.33%
VVidovved 4 13.33%
Separat edfDivorced 0 0.00%
Commo n-lawfUve-in 0 0.00%
Unknown 0 O.OO~'O
TOTAL 30 100%
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EDUCATIONAL ATTAINMENT Number %
Not Specified 0 0.00%
Second stage of tertiary/post-graduate education 1 3.33%
First stage of tertiary/baccalaureate ed ucation 22 73.33%
Post-secondary non-tertiary/technical-vocation 0 0.00%education
Secondaryfhigh school or second stage of basic 7 23.33%education
Primary/elementaryorfirst stage of basic education 0 0.00%
Pre-prirnary/pre-school education 0 0.00%
TOTAL 30 100%
EMPLOYMENT STATUS Number %
Employed 15
Officials of gcvernrnent and spectal-tnterest organizations, corpcrateexecctjves •.rnanag er-s, managing proprietor.s 3.nd supervisors.
Professionals 5
Technicians and associate professionals o
Clerks o
Service workers and shop and market sales workers 6
Farmers, forestry workers and flsherfolk oTrades and related workers 3
Plantand machine operators and assemblers o
Laborers and unskilled workers o
Special occupations o
Not Specified o
Unemployed 15
100%lOTAL 30
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Annex 1
Annex 2
Number of respondents who heard about the Citizen's Charter for the first time
First Time To Hear About the Number PercentageCitizens Charter?
Yes 28 93.33
No 2 6.67%
Total 30 100.00%
Number of respondents by type of frontline service/s availed
Frontline Service Number %
LEGAL QUERIES 15 50.00%
FOLLOW-UP PETITIONS UNDER RA90481RA 10172 15 50.00%
TOTAL 30 100.00%
Number of respondents by main source of information
Frontline Service Number %
Webs~e of the agency 5 16.67%
TV 1 3.33%
Security guard 2 6.67%
NSO Davao 1 3.33%
Family/Friends 5 16.67%
City Hall 16 53.33%
TOTAL 30 100%
h CC dNumber of respondents who saw t e poste
Number Percentage
Did not see the CC posted 5 J6.67%
Saw but did not read 10 33.33%
Saw and read but did not 0 0%
understand
Saw and read and understood 15 50%
Total 30 100.00%
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Annex 3
Annex 4
.Agency's compliance with posted standardsPARTICULARS YES Not Applicable NO
Number! % NumlJer! % Number! %
Step-by-step procedure 30 100.00% 0 0.00%
Officer/Employee responsible for 30 100.00% 0 0.00%each step
Maximum time to conclude the 30 100.00% 0 0.00%process
Document/s to be presented by 30 100.00% 0 0.00%the client
Amount offees, if necessary 30 100.00% 0 0.00%
Procedure for filing complaints 0 0.00% 30 100.00% 0 0.00%
Feedback Mechanism 0 0.00% 30 100.00% 0 0.00%
TOTAL 150 60 o
Agency measures against fixers identified by the respondents
Response I Number 1--0,.-;-0--Use of posters, billboards, brochures, etc. 30 100.00%
Photos of fixers who have been convicted 0 0.00%
RemindersfWamings from service providers and/or security 0 0.00%personnel
RemindersfWamings printed on forms to be filled out 0 0.00%
Videos depicting fixer activities and/or legaJliabilities relative to 0 0.00%such activities
Othe r measures 0 0.00%
None 0 0.00%
I Number of Respondents: 30
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Annex 5
N b f d t h db fium er 0 respon en sa rproac e >y ixers
Approached by Fixer Number Percentage
Yes 0 0.00%
No 30 100.00%
Total 30 100.00%
N b f I . t . tfid t hfildum er 0 respon en s w 0 I e a cornoram aqams ixers
Filed a Complaint/Informed Proper Number PercentageAuthorities Regarding Fixers
Yes 0 00.00%
No 30 100.00%
Total 30 100.00%
N b d t h d ddTum er 0 respon en s W 0 ma e a Ilona pa men sMade Other Payments Than Number PercentageWhat Is Posted
Yes 0 0.00%
No 30 100.00%
Total 30 100.00%
ffNumber of respondents who received 0 icial receipts
Received O.R. Number Percentageon Payments Made
Yes 0 0%
Not Applicable 30 100%
No 0 0%
Total 30 100.00%
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Annex 6
N b f d h PACum ero resnon ents w 0 saw a D
Noticed a PACD Number Percentage
Yes 29 96.67%
No 1 3.33%
Total 30 100.00%
Observance of No Lunch Break Rule
Service Provider PACDNo Lunch Break Rule
No. % No. %
Don't Know 25 83.33% 25 83.33%
No 0 0% 0 0.00%
Yes 5 16.67% 5 16.67%
TOlal 30 100.00% 30 100.00%
w fld T C deannq 0 enti ication ar s
Service provider wear easy to read IDService Provider
No. %
Yea 30 100%
No 0 0%
Total 30 100.00%
Satisfaction with the physical setup of the agency
SATISFACTION LEVEL Number 0/0
Very Satisfied 27 90.00%
Satisfied 3 10.00%
Undecided 0 0.00%
Dissatisfied 0 0.00%
Very Dissatisfied 0 0.00%
TOTAL 30 100%
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Satisfaction with the basic facilities provided
SATISFACTION LEVEL Number %
. Very Satisfied 27 90.00%
Satisfied 3 10.00%
Undecided 0 0.00%
Dissatisfied 0 0.00%
Very Dissatisfied 0 0.00%
TOTAL 30 100%
5. Basic Facilities of the Agency
PARTICULARS
Clean comfort rooms 1 100.00% o 0.00%
Convenient waiting area 1 100.00% o 0.00%
Specialla nes/facilities for pregnant women/personswith disability (PWOsj/ the elderly
I No. of Inspector: 1
o 0.00% 1 lOO.OOOA.
Annex 7Overall Satisfaction with the frontline service
SATISFACTION LEVEL Number %
Very Satisfied 27 90.00%
Satisfied 3 10.00%
Undecided 0 0.00%
Dissatisfied 0 0.00%
Very Dissatisfied 0 0.00%
TOTAL 30 100%
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