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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 SURVEY
REPORT OF FINDINGS
Survey conducted in theNATIONAL STATISTICS OFFICE - EAST AVENUE
Central Outlet, East Avenue, Quezon City
For the survey periodAugust 4 - 6,2014
SERVICE OFFICE COPY
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I :sc~~c. iMISSION
NATIONAL STATISTICS OFFICE· EAST AVENUECentral Outlet, East Avenue, Quezon City
8/4/2014 To 8/6/2014Survey Period
SCORE TOTALNUMERICAL DESCRIPTIVEAREAS WEIGHTED
SQ IC POINTSRATING RATING
C IMPLIANCE WITH ARTA36.20 74.00 / 74 93.50 Passedp OVISIONS / 40 43.76 /46.8
Citizen's Charter 11.73 I 15 27.00 I 27 14.79 I 17.4 84.98 PassedAnti-Fixer Campaign 6.87 I 7 7.00 I 7 6.89 I 7.0 98.48 PassedIDlNameplates 2.00 I 2 10.00 I 10 3.60 I 3.6 100.00 PassedNo Hidden Costs 8.00 I 8 ,6.40 16.4 100.00 PassedPACD 3.60 I 4 15.00 15 5.88 I 6.2 94.84 PassedNo Lunch Break 4.00 I 4 15.00 15 6.20 I 6.2 100.00 Passed
C ERALL CLIENT48.43 / 60 22.00 / 26 43.14 /53.2 81.09 PassedS TISFACTION
Frontline Service Provider 12.45 / 16 9.96 I 12.8 77.84 PassedService Quality 11.21 / 14 8.97 I 11.2 80.05 PassedPhysical SetuplLayout 4.05 I 5 5.24 I 6.4 81.82 Passed
Basic Facilities 3.89 I 5 5.51 I 6.8 81.09 Passed
Respondent-Client16.83 20 I 16 84.14 PassedSatisfaction
Sub-Total 84.63 / 100Multiplied by 80%
Total 67.70 19.20=INAL NUMERICAL RATING
NAL DESCRIPTIVE RATING
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larks:B ed on the Report Card Survey conducted on the above-mentioned date, this agency received a final score of 86.90 with adl ~riptive rating of Good.
lYD~Director IV
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Republic of the PhilippinesCivil Service Commission
National Capital Region
ARTA REPORT CARD SURVEY FINDINGS
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Pursuant to the provisions of Republic Act No. 9485, otherwise known as "An Act toImprove Efficiency in the Delivery of Government Service to the Public by ReducingBureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof',otherwise known as the Anti- Red Tape Act of 2007, the Civil Service Commission conductedthe ARTA Report Card Survey in the NATIONAL STATISTICS OFFICE - EAST AVENUE,located at Central Outlet, East Avenue, Quezon City, during the survey period of August 4 -6, 2014. Based on interviewed clients' responses and the findings in the field inspectionchecklist, the office garnered a final numerical rating of 86.90% equivalent to a finaldescriptive rating of GOOD.
METHODOLOGY
The survey was conducted by inspecting the service office and by interviewing clientswithin the premises of the service office immediately after they availed of the followingfrontline services: (1) Civil Registration - Birth, (2) Civil Registration - Marriage, and (3) CivilRegistration - Cenomar. This mode was chosen to ensure that all questions were answeredand vague responses were clarified at the outset. On the average, the interviews lasted 10minutes and ranged from 8 - 12 minutes.
The survey examined the service office's compliance with the ARTA provisions andthe overall satisfaction of its clients, in order to (1) obtain feedback on how the service officefollows provisions in its Citizen's Charter, (2) obtain information/ estimates of hidden costsincurred by clients in accessing frontline services and (3) rate service office performance andclient satisfaction in relation to frontline service delivery.
Most of the respondents (60%) belong to the 22-30 and 31-45 years old bracket,respectively. Among the respondents, 76.67% were female while 23.33% were male. Interms of civil status, out of 30 respondents, 14 were married, 12 were single, and four (4)were widowed. Majority of the respondents (56.67%) attained first stage oftertiary/baccalaureate education, 26.67% reached secondary/high school or second stage ofbasic education, 13.33% finished primary/elementary or first stage of basic education and3.33% had post- secondary non- tertiary/ technical- vocation education. Most of therespondents (56.67%) were unemployed, while 43.33% were employed as laborers andunskilled workers.
COMPLIANCE WITH ARTA PROVISIONS
On the core area of Compliance with ARTA Provisions, the office obtained a rating of93.50% with passing grades in all the six (6) sub-areas. A perfect rating of 100% wasattained on the ID/ Nameplates, No Hidden Costs and No Lunch Break policy sub-areas,
.followed by Anti- Fixer Campaign at 98.48%, PACD with 94.84% and Citizen's Charter with84.98%.
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The Citizen's Charter (CC) of the office was placed at the most conspicuous are ofthe office. It was posted at the wall along the hallway of the main entrance and beside thewriting table at the frontline service area. As a result, 50% of the respondents saw, read, andunderstood the posted CC, 40% saw but did not read it and only 10% mentioned they did notsee the displayed CC.
On compliance with the posted standards, the service office complied with five (5) outof seven (7) posted standards, namely: Amount of Fees, if necessary (100%), MaximumTime to Conclude the Process (100%), Document(s) to be Presented by Clients (100%),Step-by-Step Procedure (100%) and Officer/ Employee Responsible for Each Step (100%).For the two remaining standards, Procedure for Filing Complaints and FeedbackMechanism, 100% of the respondents did not find them applicable as they did not undergothe process for these standards. In addition, the service office used suggestion box andContact Center ng Bayan poster as tools for feedback mechanism.
All respondents mentioned that they saw anti-fixer campaign materials in the form ofposters. However, one of them reported to have been approached by fixers to facilitatetransaction for her.
Most of the respondents (90%) mentioned to have seen the Public Assistance andComplaint Desk (PACD) manned by knowledgeable personnel but 10% said otherwise as itwas located at the middle part of the frontline service unit. Majority of the respondents(73.33%) provided "Don't Know" responses on the observance of No Lunch Break policysince their transactions occurred before or after lunch while the rest (26.67%) claimed thatthey have seen the PACD personnel and service providers working during the said period.
Likewise, all the respondents claimed that the frontline service providers wore easyto read IDs and no one paid any amount other those indicated in the CC and received Orsfor all payments made. Accordingly perfect ratings were obtained in these sub- areas.
OVERALL CLIENT SATISFACTION
On the core area of Overall Client Satisfaction, the office obtained a rating of 81.09%with a passing grade in all the five (5) sub-areas. The highest rating was on Respondent-Client Satisfaction at 84.14%, followed by Physical Setup/ Layout at 81.82%, Basic Facilitiesat 81.09%, Service Quality at 80.05% and Frontline Service Provider at 77.84%.
As to the client satisfaction with the frontline service providers and service quality,majority of the respondents were satisfied. Although none of the respondents wasdissatisfied, one respondent commented, "sene accurate yung binibigay nilang request saclients kasi may mali sa binigay nile".'--
On the other hand, most of the respondents (70%) were satisfied with the physicalsetup/ layout of the service office. However, there were 26.67% undecided because of thedisorganized and poor ventilated waiting area.
In terms of the Basic Facility sub- area, 86.67% of the respondents were satisfied,3.33% were very satisfied, 6.67% were undecided and 3.33% was dissatisfied. Theindecision and dissatisfaction of the respondents were due to the poor maintenance of theservice office's rest rooms as they commented "hindi malinis yung CR", "medyo madumiyung CR" and madumi yung CR at mahina yung water". Likewise, during the inspection, theresearcher observed that the service office has no well- ventilated service units and no cleancomfort rooms.
OBSERVATION AND RECOMMENDATION
Overall, National Statistics Office - East Avenue has been compliant with theprovisions of Anti-Red Tape Act of 2007, as it passed both the core areas in Compliance withARTA Provisions and Overall Client Satisfaction. However, there are observations that theservices office needs to address.
Observation Recommendation
• Despite the posting of Citizen'sCharter as an information billboardon the wall at the waiting area, 10%did not see it. (SO Observation)
• One (1) respondent claimed to havebeen approached by a fixer tofacilitate transaction for her inexchange of money. (SOobservation)
• Although no one was dissatisfiedwith the physical setup/ layout ofthe office, some respondentscommented, "medyo mainit yungwaiting area" and "tinisin nila yungwaiting area". (SO observation)
• The service office may want toenhance the medium used for theCitizen's Charter to further increasepublic awareness and entice clientsto read it.
• The office may implement strictermeasure to eliminate fixingactivities.
• Possible provision of additionalelectric fans in the waiting area tomake it more comfortable for theclients.
• Maintain cleanliness andorderliness at the waiting area.
• The service office may want toaddress the limited water supply atthe rest rooms.
• Maintain cleanliness of the basicfacilities of the office.
• 3.33% of the respondents weredissatisfied on the basic facilities ofthe office because of untidy andminimal water supply in the restrooms.
Approved by:
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-List of Remarks/Comments/Details
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Control# Details S:oltow-up Ouestion Remarks
hind iko pi"! znsin
Controlll Remarks
man.<t at med{ol'flaguio kasi merentteo
medyo- manl yun 1Io'aitirl: area
medyo mBgUb at mW"rit
25 manit
27 main§;
30 medyomaeubatmalnit
Coouom Remarks
medo,~ mZKt.rniyun c.r
10 hindiakoncgu
18 rnatumtvun cr Cl mctli1avun water
27 hlndi masyado malh5 VU1cr
Conlfol# Remarks
Mas.malu.'iag narea"t'cn kasimiJI bcgona areaf"€ proc~kajama.JWagdtosa ree.sire-
ayusn mga bubort: kasimavtumutuJo~ t.n'Iuui;;n at dagd~ reek!ctric fan 0 aircon pCl'amalam~
okay are service ni~
S §nSYI rU.ta~n waitilg area
g ~nsin nitl yon c.r
1L mas. maayos at rnasmabHisna ~ayan
17 mes mal~ n£aVon hlncft tula:2 dcr:i
2.(\ taesao yun bubo-re at dagdce roe iliIN at phnxahan para m~re maaiwabs
list of Inspection Checklist Remarks
Researcher
Kevin Mark C.Catabay
Remarks
The Citizen's Charter printed in tarpaulin were posted at the wall along thehallway of the main entrance and beside the writing tables provided by theagency.
Researcher
Kevin t\.lfark C.Catabay
Remarks
The anti-fixer Campaign printed in tarpaulin were posted at the transactionwindows and at the wall beside the waiting area.
Researcher
Kevin Mark C.Cataba\,
Remarks
The office has PACD manne.d by a knowtegeable personnel located beside thereleasing section of the agency.
Researcher
Ke',;in i\iark C.C"atabay
Remarks
The office has special lane for senior citizens, PWO's and pregnant women. Theoffice has queuing system for the processing and the security guards areassisting the line of the dients forthe releasing section. The comfort rooms aredirty.
Omer Observations
The office has special lane for senior citizens, PWD's and prejjnant women. The office hasqueuing system for the processing and the security guards are assisting the Ine of the dientsfor the releasnq section. The comfort rooms are dirty.
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N;me 0 ffronrline serviceNo.otcJiems
omcespace
CIVIL REGISTRATION - ElRTH
CIVIL REGISTRATION - MARRIAGE
CIVIL REGISTRATION - CENOMAR
600 3000
3000
3000
300
200
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