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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 - PASAY CITY
5/F Lifestyle Bldg., Hobbies of Asia, Pres. Diosdado Macapagal Blvd, Pasay City
for the survey periodAugust 5 - 7,2014
SERVICE OFFICE COpy
NATIONAL STATISTICS OFFICE· PASAY CITYLifestyle 1 Bldg., Hobbies of Asia, Pres. Diosdado Macapagal Blvd. Pasay City
8/5/2014 To 8/7/2014Survey Period
SCORE TOTALWEIGHTED
POINTS
NUMERICAL DESCRIPTIVERATING RATINGAREAS
COMPLIANCE WITH ARTAPROVISIONS
Citizen's Charter
Anti-Fixer Campaign
ID/Nameplates
No Hidden Costs
PACD
No Lunch Break
OVERALL CLIENTSATISFACTION
Frontline Service Provider
Service Quality
Physical Setup/Layout
Basic Facilities
Respondent-ClientSatisfaction
Sub-TotalMultiplied by
TotalFINAL NUMERICAL RATING
FINAL DESCRIPTIVE RATING
sa IC
34.83 40 71.00 I 74 42.07 146.8
50.72 60 26.00 I 26 45.78 153.2
14.21 / 16 11.37 / 12.811.44 / 14 9.15 / 11.2
4.57 / 5 6.05 16.4
4.38 / 5 6.30 / 6.8
16.13 20 / 16
85.56 I 10080%
68.45 19.40
11.93 / 156.40 / 7
1.93 I 2
8.00 I 83.07 I 4
3.50 / 4
89.89 Passed
82.45 Passed93.14 Passed98.52 Passed100.00 Passed87.96 Passed93.55 Passed
86.05 Passed
88.80 Passed81.69 Passed94.58 Passed92.70 Passed80.67 Passed
24.00 27
7.00 7
10.00 10
14.35 / 17.4
6.52 /7.0
3.55 /3.66.40 /6.4
5.45 /6.2
5.80 / 6.2
15.00 15
15.00 15
Remarks:Based on the Report Card Survey conducted on the above-mentioned date, this agency received a final score of 87. 85 with adescriptive rating of Good.
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Republic of the PhilippinesCivil Service Commission
National Capital Region
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ART A 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 Commissionconducted the ART A Report Card Survey in the National Statistics Office - Pasay City,located at 5/F Lifestyle Bldg., Hobbies of Asia, Pres. Oiosdado Macapagal Blvd, Pasay Cityduring the survey period of August 5 - 7,2014. Based on interviewed-clients' responses andthe findings in the field inspection checklist, the office garnered a final numerical rating of87.85% equivalent to a final descriptive rating of GOOD.
METHODOLOGY
I The survey was conducted by inspecting the service office and by interviewing clientswithin the premises of the service office immediately after they availed any 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 interview lasted 12minutes and ranged from 7- 17 minutes.
II The survey examined the service office's compliance with the ART A provisions and
the 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.I
IMost of the respondents (53.33%) belong to the 20-30 years old bracket. 50 % were
male and the other half were female. In terms of civil status, out of 30 respondents, 16 weremarried and 14 were single. Majority of the respondents (73.33%) obtained first stage oftertiary/baccalaureate education, 16.67% reached secondary/high school or second stage ofbasic education, 6.67% finished primary/elementary or first stage of basic education and3.33% obtained post-secondary non-tertiary/ technical- vocational education. Most of therespondents (70%) were employed as laborers and unskilled 'workers while 30% wereunemployed.
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COMPLIANCE WITH ART A PROVISIONS
On the core area of Compliance with ART A Provisions, the service office obtained arating of 89.89%, with a passing grade in all its six (6) sub-areas. Perfect rating of 100% wasobtained in the No Hidden Costs sub-area, followed by 10/ Nameplates at 98.52%, No LunchBreak rule at 93.55%, Anti-Fixer Campaign at 93.14%, PACO at 87.96% and Citizen'sCharter at 82.45%.
The service office's Citizen's Charter was in the form of large tarpaulin postedoutside and inside the waiting area. But since most of the respondents were either alreadyfamiliar or asked assistance from NSO personnel regarding the step- by- step procedure of
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their transactions, they did not look around the office for instructions indicated on the postedCC. Moreover, the displayed CC had small fonts which made it unappealing to incomingclients. As a result, 20% of the respondents did not see the displayed CC, 40% saw but didnot read it and only 40 % saw, read, and understood it. Also, no Procedure for Filing ofComplaints was posted.
IDuring the inspection, it was observed that the service office used anti- fixer posters,
billboards, brochures, etc., and photos of known fixers in the agency with a warning from theservice office of not transacting with them. ThUS, 66.67% of the respondents reported thatthey saw posters against fixers, 36.67% photos of convicted fixers, 20% were warned byservice providers and or security personnel and 3.33% saw videos depicting fixing activities.Likewise, none of the respondents were reported to have been approached by fixers.
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On the compliance with the posted standards, the service office complied with four(4) out of seven (7) posted standards, namely: Step-by-Step Procedure (100%) , Officer/Employee Responsible for Each Step (100%), Document(s) to be Presented by the Clients(100%) and Amount of Fees, if necessary (100%). 13.33% of the respondents claimed thatoffice did not comply on the Maximum Time to Conclude the Process, as they commented,"Ngayon fang nadelay, nagkaprobtema kasi sa main office, inabot ng 2hrs, sa CC 1hr 5minstang", "1:27 ko pinasa requirements, 3:05 ko nakuha. 1hr 42mins inabot, sa CC 1hr 5minstang", "Sobra 15 min, 1hr 20mins inabot, sa CC, 1hr 5mins tang", and "inabot ng 2hrs, sa CC1hr 5mins lang". For the two remaining standards, Procedure for Filing Complaints andFeedback Mechanism, 100% of the respondents found them not applicable as they did notundergo the process for these standards.I
I On the wearing of easy to read IDs, one (1) respondent claimed that the frontlineservice providers did not wear easy to read IDs as she commented, "Majority hindi nakasuotng 10". On the other hand, no one from the respondents paid any amount other than thoseposted in the ce. Accordingly, perfect rating was obtained in the No Hidden Costs sub-area.
The office has a properly labelled Public Assistance and Complaints Desk mannedby knowledgeable personnel. However, the desk was situated at the inner right portion of thereleasing area which made it unnoticeable to the clients. As a result,· 23.33% of therespondent did not saw the PACD.
Based on the IC, the office observed proper switching schedules to ensurecontinuous service during the lunch period however, 6.67 of the respondents claimedotherwise as the PACD personnel frequently left his desk during lunch.
OVERALL CLIENT SATISFACTION
On the core area of Overall Client Satisfaction, the office obtained a rating of 86.05%,with passing grades in all of its five (5) sub-areas. The highest rating was on Physical Setup/Layout at 94.58%, followed by Basic Facilities at 92.70%, Frontline Service Provider at88.80%, Service Quality at 81.69%, and Respondent - Client Satisfaction at 80.67%.
I As to the Client Satisfaction with the Frontline Service Providers, majority of therespondents were either satisfied or very satisfied with the services provided by the frontlineservice providers except for one (1) client who expressed dissatisfaction on the competenceof the service provider as he commented, "Minsan mali mali yung sa delivery, ketangan patutoy bumalik".
II As to the Service Quality sub- area, there were respondents who expressed
dissatisfaction on the outcome of their transactions as they commented, "Abala yung ginawa
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nile, tinanggap pa nila kahit mutilated na yun BC, dapat sinasabi agad na ganun para hindipabalik betit«, "Nagkaproblema sa record,wala pa yung record dito pero nagbayad pa din ng140. Sana before i-trensect, chinecheck muna nila kung may record na 0 wala pa para hindinasasayang yung 140", and "May mali kasi sa resibo".
In terms of overall satisfaction to complete the transactions took to complete, 6.67%of the respondents were dissatisfied as they. commented, "Medyo matagal ngayon".
On the other hand, most of the respondents were either satisfied or very satisfied onthe Physical Setup/ Layout and Basic Facilities of the office. The service office has provisionof special lane for the elderly, PWDs and pregnant women.
OBSERVATION AND RECOMMENDATION
Overall, NSO - Pasay City has been compliant with the provisions of Anti- Red TapeAct of 2007, as it passed the core areas in Compliance with ARTA Provisions and OverallClient Satisfaction. However, the service office may want to look into sub-areas where itobtained low ratings to further improve the delivery of their frontline services.
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Observation
• Despite the efforts of the office tomake the CC visible, 20.00% of therespondents did not see thedisplayed CC, 40.00% saw but didnot read, and only 40.00 % saw,read, and understood the CC (SOobservation)
• PACD is situated at the inner rightportion of the releasing area. As aresult, 23.33% of the respondent didnot see the PACD. (SOobservation)
• 20% of the respondents did notnotice any anti- fixer measureadopted by the agency. (SCobservation)
• 13.33% of the respondentmentioned that the service office didnot comply with the posted standardon Maximum Time to Conclude theProcess.
Recommendation
• The service office may want to improvethe location and medium used for theCitizen's Charter to increase publicawareness and to entice clients to readit.
• The service office may want to improvethe location of the PACD to make itnoticeable to incoming clients
• Possible provision of additional anti-fixer measures at the mostconspicuous place.
• Ensure compliance with the postedstandards in delivering frontlineservices.
• Update the posted standards toconform to the actual process.
Approved by:
~.~LYDI LBA- ASTILLO,
Director IV \
List of Remarks/Comments/Details
NGA'iON tA NG HADE LAY, NAG~Af'RO!KfMA KASl S,A r.<!AiN OFfICE., !N.I••E,QT NG2 HiRS, SA 0::: lHiIl~••t~kSLANG
E, SI1l4 ¥ llNG TOLD,II SA hARAP
io NAC4:AF'R06U: Mil. SA Rf"J.H!:Q, 'II/ALA P,A:t'U'NGRfOOIlD OiTO PfRO NA'G&4'l'AD .Fi\ .00N.N'S 140/SAN'A BEfORE HRANSACT, ffi!NfOlECK MllNA MLA KliNG MM RHDRD NA 0 WALI\ PA PARA
HNDi NASASA'fAKG'l'UNG MD
PAGANAhiN SANA LAHAT RG ODUN'Tf R$ ,RAG MARAM1 T,I\O i'A tli\1\[email protected] f.IAB! US/, M,ED'iO MAMGALNGI!80N;" N\AG~:A?ROBlf I.bl. i:AS!nmGSf RVER ,4, SA M,Am OFfICE
AMLA 'l'UN'G. ,;,: i'WdAW,f, N"LA, T'NANG'Gil.P PA ML4 KAI'H M,UTi!.Al ED NA ','UNG Be, DAFi\ TS!NAS,AB! 1M AGAD M4 GA NUli i'A RA i't NOli PABALiK BALlKI Memo MA1Lo.GAt t,'G,A'im.
OK NAMAN SERBISYD
7:30 51LA NABSl'ART MAG-TRANSACT NG APPlJUI BDN
15 OK Mil. A riG OPlSiN,4
15 VER',"SATJ5FiEDS,AOf,F4ff
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List of Inspection Checklist Remarks
rResearcher
IAUCif U.{'AEHCACU
Remarks
ANTI-FiXER MEASURES ARE POSTED IN THE DIFFEREm AREAS OF THE OFFICEIResearcher
Remarks
SUGGETION BOX! CC IS IN THE FORM OF LARGE TARPAUUNPOSTED OUTSIDETHE PROCESSING AREA AND INSIDE THE RElEASING AREA
Rese-3:fCherI,
Remarks
pAW IS SITUATED AT THE INNER RIGHT PORTION OF THE WAITING AREAMAKING IT Nm VERY VISIBLE TO WAITING CLIENTS. ON THE mHER HAND,SAID DESK IS PROPERLY LA.BELED AND MANNED BY KNOW'LEDGEABlEPERSONNEL
, Researcher
AUGE iiiW D
Remarks
THE SERVICE OFFICE HAS COMPLETE SIGNAGE, REMINDERS, ANDINFORMATION BILLBOARDS POSTED IN THEIR OFICE. IT ALSO HAS TELEViSIONSIN THE WAITING AREA. NSO PERSONNElS ARE STANDING BY ATTHEENTRANCEASSISTING INCOMING CLIENTS ON THE PROCEDURES OF THESERVICES.
No. of Clients Served and Office Space per- Frontline Service, NSO-F'.I\,SAY CITY
, Inspecriof1s No. 1
Ocher Ol}servafionsTHE SERVICE OFFICE HAS COMPLETE SIGNAGE, REMINDERS, AND INFORMATIONBILLBOARDS POSTED IN THEJR OFICE.IT ALSO HAS TELEVISIONS IN THE V"AITINGAREA NSO PERSONNELS ARE STANDING BY AT THE ENTRANCEASSISTINGINCOMING CLIENTS ON THE PROCEDURES OF THE SERVICES.
1
3
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Name ot trontttn« serviceNo. ofcuems
Officespace
CIVIL REGISTRATION-BRTH
CIVil REGISTRATION-MARRIAGE
ctvu, REGISTRATION- CENOMAR
600
200
200
200
200
200
