Government agencies that have significantly curbed red tape and improved their respective frontline services were recently recognized in an event marking the 10th anniversary of the Anti-Red Tape Act (ARTA) of 2007 or Republic Act No. 9485 held by the Civil Service Commission (CSC).
In the event dubbed “ARTAnized: An ARTA Dekada Celebration” held January 22, 2018 in Quezon City, the CSC showcased local government units (LGUs) with the highest numerical ratings in the ARTA Report Card Survey (RCS) done in 2010, 2011, and 2016.
Called “ARTA RCS Achievers”, they are the City Government of Santiago, Isabela which garnered a numerical rating of 96.45 in 2016; City Government of Tagum, Davao del Norte with a rating of 95.84 in 2011; and Provincial Government of Compostela Valley, 95.5 in 2010.
The rest of the achievers include the City Government of Borongan, Samar; Municipal Government of Arayat, Pampanga; City Government of Iriga, Camarines Sur; Municipal Government of Mamasapano, Maguindanao; Municipal Government of Dolores, Abra; Municipal Government of Talipao, Sulu; Municipal Government of Upi, Maguindanao; and Municipal Government of Labo, Camarines Norte.
The RCS provides a quantitative measure of the quality and efficiency of government frontline services as well as overall client satisfaction. In the survey, the CSC discreetly interviews 30 clients within the service office’s premises immediately after they availed of any frontline service.
Criteria comprises two core areas. Under Core Area 1, Compliance with ARTA Provisions, the CSC checks if the agency has a Citizen’s Charter containing detailed commitments on transaction steps, cost, and time; if anti-fixing measures are being implemented; if frontline staff have IDs or nameplates; if there are no hidden transaction costs; if there is a functional Public Assistance and Complaints Desk; and if it observes the No Noon Break policy.
Under Core Area 2, Overall Client Satisfaction, the CSC looks into the effectiveness of frontline service providers; service quality (overall transaction time and outcome); physical setup of the office; availability of basic facilities for pregnant women, senior citizens and persons with disability; as well as client feedback or satisfaction.
Top national agencies
Also recognized during the event were the “Frontline Service Champions” or leading NGAs in terms of their combined performance in the sub-components of the CSC’s Integrated ARTA Program.
Criteria for this recognition are: (a) surveyed under the ARTA RCS for at least three years between 2010 to 2017; (b) garnered the highest agency rating among surveyed NGAs; and (c) 100% resolution rate of all concerns referred to them by the Contact Center ng Bayan (CCB) from 2012 to 2016 and not lower than 85% resolution rate of CCB referrals in 2017.
The recognized agencies were Government Service Insurance System (GSIS), surveyed in 2011-2015 and 2017. It got the highest agency rating of 91.24 in 2015. From 2012 to 2016, its CCB resolution rate was 100%, and in 2017, 95.34%;
Philippine Health Insurance Corporation (PHIC), surveyed in 2010-2015 and 2017. Its highest RCS rating of 90.49 was recorded in 2015. From 2012 to 2016, its CCB resolution rate was 100%, and in 2017, 93.71%; and
Land Bank of the Philippines (LBP), surveyed in 2011-2013 and 2015-2016. Its highest RCS rating of 88.14 was achieved in 2015. From 2012 to 2016, its CCB resolution rate was 100%, and in 2017, 89.40%.
Launched in 2012, the CCB serves as the government’s main helpdesk where citizens can request for information and assistance on government frontline service procedures, and report commendations, appreciation, complaints, and feedback.
Hall of Fame
In the same event, the said three agencies were also given plaques as “SEA Hall of Famers” or NGAs which received the most number of Citizen’s Satisfaction Center Seal of Excellence Awards (CSC-SEA).
PHIC received a total of 67 Seals of Excellence, GSIS earned 53 Seals, and LBP, 24 Seals.
Service offices that garnered an Excellent rating in the RCS are subjected to a “mystery client validation”, and those that pass the validation are conferred the CSC-SEA.
Since 2010, a total of 304 service offices nationwide have been conferred the award.
Celebrating a decade that passed since the enactment of ARTA, the CSC highlighted during the event how the implementation of the law has streamlined processes, reduced documentary requirements, opened up more channels for public feedback and complaints, made possible the regular monitoring of service quality, and developed and strengthened multi-sectoral partnerships, all of which have contributed in the improvement of government frontline service delivery in the last decade.
The CSC also recognized government agencies, development institutions, academe, and civil society partners that have been instrumental in the implementation of ARTA in terms of research and development, monitoring and evaluation, good governance initiatives, communication and promotion, conduct of the ARTA Caravan, and CCB operation.
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