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SCORE TOTALNUMERICAL DESCRIPTIVEAREAS

SQ ICWEIGHTED

RATING RATINGPOINTS

COMPLIANCE WITH35.7 I 40 74 I 74 43.33 I 46.8 92.59 PassedARTA PROVISIONS

Citizen's Charter 11.1 I 15 27 I 27 14.25 I 17.4 81.90 PassedAnti-Fixer Campaign 6.6 I 7 7 I 7 6.68 I 7 95.43 PassedIO/Nameplates 2 I 2 10 I 10 3.60 I 3.6 10000 PassedNo Hidden Costs 8 I 8 6.40 I 6.4 10000 PassedPACO 4 I 4 15 15 6.20 I 6.2 10000 PassedNo Lunch Break 4 I 4 15 15 6.20 I 6.2 10000 Passed

OVERALL CLIENT47 I 60 26 I 26 42.80 I 53.2 80.45 Passed

SATISFACTION ,

Frontline Service 12 / 16 9.60 J 12.8 7500 PassedProviderService Quality 11 / 14 8,80 11.2 78.57 Passed

Physical Setup/Layout 4 I 5 5.60 I 6.4 87.50 Passed

Basic Facilities 4 I 5 6.00 6.8 88.24 Passed

Respondent-Client 16 20 16 80.00 PassedSatisfaction

Sub-Total .82.7 I 100Multiplieq iby 80% ,20% , I

.. : TotEd ~ 66.13 20.00FINAL NUMERI J.\L

86.13.. ,·,RATING .FINAL DESCRIPTWE .

GOODRAtiNGLegend' ,so: : s;.tiVey Questonaire !ic. inspection Checklist ~

Excellent:' ·90 L 100; without a delinquent rating in any sub-area Acceptable: 70 - 79

Outstanding: 90 - 100; with delinquent rating in any of the sub-areas Failed: 69 and below. "

Good: 80 - 89'.'

• Note that a delinquent ratlnq in <ihy of the two core areas earns the service office a final descriptive rating of Failed,

IregardleS~ of its final numerical ~ting.

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v~MACYBEl ALFARO-SAHII Director IV/,-""

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Repu blic of the PhilippinesCIVIL SERVICE COMMISSION

Regional Office IX, Cabatangan, Zamboanga City

ARTA REPORT CARD SURVEY FINDINGS

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 at the PHILIPPINE STATISTICS OFFICE (NATIONALSTATISTICS OFFICE) Provincial Office, Pagadian City, Zamboanga Del Sur headed byProvincial Statistics Officer Adelaida S. Cuarte, D.M. during the survey period from July 8 -10, 2014. Based on interviewed clients' responses and the findings in the field inspectionchecklist, the office garnered a final numerical rating of 86.13 % equivalent to a final descriptiverating of GOOD.

JVIETHODOLOGY

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 of the office: La) Civil Registration-Birth l.b) Civil Registration-Marriage I.c)Civil Registration-Death l.d) Civil Reg~strati~n-CENOMAR l.e) Civil Registration-RA9048Correction of Entries. This mode was chosen to ensure that all questions were answered andvague responses were clarified at the outset. On the average, the interview lasted for 10 minutesthat ranged from 10 to. 30 minutes interval, per interview under normal circumstances.

. ' . . -

The sUfve:yex~mined the service office's compliance with the AR TA provisions and theoverall satisfactionoftheir clientele in order to: (1) obtain feedback on how agencies followprovisionsiutheir C~tizen's Charter; (2) obtain information/estimates of hidden costs incurred byclients in accessingfrontline services; and (3) rate agency performance and client satisfaction 111

relation to fronthneservice delivery. ', .

The survey\N~s administered to thirty (30) respondents wherein eight (8) or 26.67 ~/owere male and twenty-two (22) or 73.33 % were female in which twenty one (21) or 70 % weremarried, eight (8) or 26.67 % were single, and one (1) widowed. As to the age distribution,majority of the respon~ents belongs to 31-45 years old age bracket with 14 respondents

OBSERVATIONS AND RECOMMENDATIONS

II

1 i i----------~~.----~------------~~----------------------------Observations I3 weeks waiting period before Ireceiving the security papers. (SQ IComments) I

II On-line transaction system

II! Font Size of the Citizen's Charter

• PACD manned by OJT -Student

No signage for each particularFrontline Service.

Recommendations• The office may consider looking into the

three (3) weeks waiting period andprobably could lessen the number ofworking days while the office is not yet on-line.

• It would be beneficial for both the clientsand the service office if they are alreadyon-line.

• The use of a bigger font size 1Il theCitizen's Charter would be beneficial forthe clients for easy reading.

• Proper briefing as to the services offered bythe office should be provided to the OJT-Student.

II The office may probably consider puttingup signage/directions for each particularfrontline service.

RESPONDENTS' COMMENTS

OTHER COM1\1ENTS/SUGGESTIONS/OBSERVATIONS

1. Sana online na yung processing sa SECP A.2. Dapat On-line na sila para mas mapadali ang transaction.3. Dapat mareduce nila yung 3 weeks na paghihintay sa papel.4. Hope they can do something about 3 weeks' time.5. Sanamainline'na sila ditto dahil 3 weeks talaga bago matapos.

INSPECTION CJIECKLIST REMARKS. . .' ..... '

Citizen's Charter.The fontsizeof the Citizen's Charter is too small.

Anti-Fix~r Campaign;One poster of.the ANTI-FIXER campaign was seen by the researcher posted in the office

. .premise.

Public Assistance and; Complaints DesksPACD was manned by an OJT student.

Other ObservationsThe office may provide signage/directions for each frontline service.

COMPLIANCE 'WITH ARTA PROVISIONS

1 \ The service office generally observed.the 'Compliance with ARTA provisions' with atotal numerical rating of 92.59. The office passed all the sub areas under the said core areagarnering 100 numerical rating for the sub areas ofIdlNameplates, No Hidden Costs, PACD, andNo Lunch Break Rule. The Anti-fixer Campaign got 95.43, while the least scored sub area is theCitizen's Charter with 81.92 numerical rating.

The Citizen's Charter fell low compared to other sub-areas since majority of therespondents said that they are not familiar with the term/concept of Citizen's Charter. On theother hand, 28 out of 30 respondents said that they saw the Citizen's Charter However, all ofthem admitted that they did not take the chance to read it for the reason that they have no timeand/or they prefer to ask the employees of the office and the security guards or even friends andrelatives who are familiar with the transactions of the subject office.

Majority of the clients detailed that they usually get information from PACD,Family/Friends or Security Guards in terms of procedure in availing the office's services.

The service office is also 100 % in terms of complying with their posted standards whichimplies that everything in their Citizen's Charter is being implemented according to the responseof the interviewed client.

OVERALL CLlENT SATISFACTION

As to the Overall Client Satisfaction, the office obtained a numerical rating of 80.45.Theservice office passed all the sub-areas under the aforementioned core-area. The sub-areas got amark of: Frontline Service Provider - 75; Service Quality - 78.57; Physical Set-up - 87.50; BasicFacilities - 88.24;, and Respondent/Client Satisfaciion - 80. All of the respondents said that theyare generally satisfiedwith the service delivery of the office.

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It was noted.ihowever, that some of the sub-areas in the said core-areas received a low, " <'\ '".' ...

mark whicli entailsimprovement in the realm of customer satisfaction particularly the frontlineservice providerwhich garnered 75 as numerical rating.

It was notedthat it will take about three (3) weeks for the transacting public to receivetheir security paper si~ce the service office is not on-line and that all requests for security papersare being 'forwarded to,Zamboanga City for printing.

PSA (NSO) PA~t\Q'J.\~CITI~ENIS CHARTER

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