ANTI-RED TAPE ACT (ARTA) REPORT CARD SURVEY

Republic of the Philippines
1 ,
CIVIL 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 the
NATIONAL STATISTICS OFFICE - EAST AVENUE
Central Outlet, East Avenue, Quezon City
For the survey period
August 4 - 6,2014
SERVICE OFFICE COPY
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iMISSION
NATIONAL STATISTICS OFFICE· EAST AVENUE
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Central Outlet, East Avenue, Quezon City
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8/4/2014 To 8/6/2014
Survey Period
SCORE
AREAS
SQ
C IMPLIANCE WITH ARTA
p OVISIONS
Citizen's Charter
Anti-Fixer
Campaign
IC
36.20 / 40
74.00 / 74
11.73 I 15
27.00
NUMERICAL
RATING
DESCRIPTIVE
RATING
I'
I'
43.76
/46.8
93.50
Passed
I 27
14.79
I 17.4
84.98
Passed
6.87 I 7
7.00
I 7
6.89
I 7.0
98.48
Passed
10.00
I 10
3.60
I 3.6
100.00
Passed
,6.40 16.4
100.00
Passed
I
Ii
II
ii
Ii"
!
IDlNameplates
2.00
I 2
No Hidden Costs
8.00
I 8
PACD
3.60
I 4
15.00
15
5.88
I 6.2
94.84
Passed
No Lunch Break
4.00
I 4
15.00
15
6.20
I 6.2
100.00
Passed
Ii
/ 60
22.00 / 26
43.14
/53.2
81.09
Passed
Ii
C ERALL CLIENT
S TISFACTION
48.43
11
I
Frontline Service Provider
12.45 / 16
9.96
I 12.8
77.84
Passed
I[,
Service Quality
11.21 / 14
8.97
I 11.2
80.05
Passed
~
Physical 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
I 16
84.14
Passed
Respondent-Client
Satisfaction
Sub-Total
16.83
20
84.63
/ 100
Multiplied by
Total
B
dl
~
TOTAL
WEIGHTED
POINTS
=INAL NUMERICAL
RATING
NAL DESCRIPTIVE
RATING
larks:
ed on the Report Card Survey conducted
~riptive rating of Good.
80%
67.70
19.20
i
,
on the above-mentioned
date, this agency received
a
final score of 86.90 with
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Director
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Republic of the Philippines
Civil Service Commission
National
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Capital Region
ARTA REPORT CARD SURVEY FINDINGS
Pursuant to the provisions of Republic Act No. 9485, otherwise known as "An Act to
Improve Efficiency in the Delivery of Government
Service to the Public by Reducing
Bureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof',
otherwise known as the Anti- Red Tape Act of 2007, the Civil Service Commission conducted
the 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 inspection
checklist, the office garnered a final numerical rating of 86.90% equivalent to a final
descriptive rating of GOOD.
METHODOLOGY
The survey was conducted by inspecting the service office and by interviewing clients
within the premises of the service office immediately after they availed of the following
frontline services: (1) Civil Registration - Birth, (2) Civil Registration - Marriage, and (3) Civil
Registration - Cenomar. This mode was chosen to ensure that all questions were answered
and vague responses were clarified at the outset. On the average, the interviews lasted 10
minutes and ranged from 8 - 12 minutes.
The survey examined the service office's compliance with the ARTA provisions and
the overall satisfaction of its clients, in order to (1) obtain feedback on how the service office
follows provisions in its Citizen's Charter, (2) obtain information/ estimates of hidden costs
incurred by clients in accessing frontline services and (3) rate service office performance and
client 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. In
terms 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
of
tertiary/baccalaureate
education, 26.67% reached secondary/high school or second stage of
basic education, 13.33% finished primary/elementary or first stage of basic education and
3.33% had post- secondary non- tertiary/ technical- vocation education. Most of the
respondents (56.67%) were unemployed, while 43.33% were employed as laborers and
unskilled workers.
COMPLIANCE
WITH ARTA PROVISIONS
On the core area of Compliance with ARTA Provisions, the office obtained a rating of
93.50% with passing grades in all the six (6) sub-areas. A perfect rating of 100% was
attained 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 with
84.98%.
--------------------------
The Citizen's Charter (CC) of the office was placed at the most conspicuous are of
the office. It was posted at the wall along the hallway of the main entrance and beside the
writing table at the frontline service area. As a result, 50% of the respondents saw, read, and
understood the posted CC, 40% saw but did not read it and only 10% mentioned they did not
see the displayed CC.
On compliance with the posted standards, the service office complied with five (5) out
of seven (7) posted standards, namely: Amount of Fees, if necessary (100%), Maximum
Time 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 Feedback
Mechanism, 100% of the respondents did not find them applicable as they did not undergo
the process for these standards. In addition, the service office used suggestion box and
Contact Center ng Bayan poster as tools for feedback mechanism.
All respondents mentioned that they saw anti-fixer campaign materials in the form of
posters. However, one of them reported to have been approached by fixers to facilitate
transaction for her.
Most of the respondents (90%) mentioned to have seen the Public Assistance and
Complaint Desk (PACD) manned by knowledgeable personnel but 10% said otherwise as it
was 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 policy
since their transactions occurred before or after lunch while the rest (26.67%) claimed that
they have seen the PACD personnel and service providers working during the said period.
Likewise, all the respondents claimed that the frontline service providers wore easy
to read IDs and no one paid any amount other those indicated in the CC and received Ors
for 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 RespondentClient Satisfaction at 84.14%, followed by Physical Setup/ Layout at 81.82%, Basic Facilities
at 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 was
dissatisfied, one respondent commented, "sene accurate yung binibigay nilang request sa
clients kasi may mali sa binigay nile".
'--
On the other hand, most of the respondents (70%) were satisfied with the physical
setup/ layout of the service office. However, there were 26.67% undecided because of the
disorganized 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. The
indecision and dissatisfaction of the respondents were due to the poor maintenance of the
service office's rest rooms as they commented "hindi malinis yung CR", "medyo madumi
yung CR" and madumi yung CR at mahina yung water". Likewise, during the inspection, the
researcher observed that the service office has no well- ventilated service units and no clean
comfort rooms.
-- .
OBSERVATION
AND RECOMMENDATION
Overall, National Statistics Office - East Avenue has been compliant with the
provisions of Anti-Red Tape Act of 2007, as it passed both the core areas in Compliance with
ARTA Provisions and Overall Client Satisfaction. However, there are observations that the
services office needs to address.
Observation
Recommendation
•
Despite the posting of Citizen's
Charter as an information billboard
on the wall at the waiting area, 10%
did not see it. (SO Observation)
•
The service office may want to
enhance the medium used for the
Citizen's Charter to further increase
public awareness and entice clients
to read it.
•
One (1) respondent claimed to have
been approached
by a fixer to
facilitate
transaction
for her in
exchange
of
money.
(SO
observation)
•
The office may implement
measure
to
eliminate
activities.
•
Although no one was dissatisfied
with the physical setup/ layout of
the
office,
some
respondents
commented,
"medyo mainit yung
•
Possible
provision
of additional
electric fans in the waiting area to
make it more comfortable for the
clients.
•
Maintain
cleanliness
orderliness at the waiting area.
•
The service office may want to
address the limited water supply at
the rest rooms.
•
Maintain cleanliness of the
facilities of the office.
waiting area" and "tinisin nila yung
waiting area". (SO observation)
•
3.33% of the respondents were
dissatisfied on the basic facilities of
the office because of untidy and
minimal water supply in the rest
rooms.
stricter
fixing
Approved by:
..
and
basic
List of Remarks/Comments/Details
1 {
Control# Details
S:oltow-up
Ouestion
Remarks
pi"! znsin
hind iko
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
27
hlndi masyado malh5 VU1cr
cr
Cl mctli1avun
water
Conlfol# Remarks
Mas.malu.'iag narea"t'cn kasimiJI bcgona areaf"€ proc~kajama.JWagdtosa
ayusn
mga bubort:
kasimavtumutuJo~
t.n'Iuui;;n at dagd~
reek!ctric
okay are service ni~
waitilg
S
§nSYI rU.ta~n
g
~nsin nitl yon c.r
1L
mas. maayos at rnasmabHisna
17
mes
2.(\
taesao yun
mal~
area
~ayan
n£aVon hlncft tula:2 dcr:i
bubo-re at dagdce
roe iliIN
at phnxahan
para m~re
maaiwabs
ree.sire-
fan 0 aircon pCl'amalam~
~~--~--~--~------
list of Inspection Checklist Remarks
Researcher
Remarks
Kevin Mark C.
The Citizen's Charter printed in tarpaulin were posted at the wall along the
hallway of the main entrance and beside the writing tables provided by the
agency.
Catabay
Researcher
Remarks
Kevin t\.lfark C.
Catabay
The anti-fixer Campaign printed in tarpaulin were posted at the transaction
windows and at the wall beside the waiting area.
Researcher
Remarks
Kevin Mark C.
Cataba\,
The office has PACD manne.d by a knowtegeable
releasing section of the agency.
personnel located beside the
Researcher
Remarks
Ke',;in i\iark C.
C"atabay
The office has special lane for senior citizens, PWO's and pregnant women. The
office has queuing system for the processing and the security guards are
assisting the line of the dients forthe releasing section. The comfort rooms are
dirty.
Omer Observations
The office has special lane for senior citizens, PWD's and prejjnant women. The office has
queuing system for the processing and the security guards are assisting the Ine of the dients
for the releasnq section. The comfort rooms are dirty.
N;me
0 ffronrline
service
No.ot
omce
cJiems
space
CIVIL REGISTRATION
- ElRTH
600
3000
]
CIVIL REGISTRATION
- MARRIAGE
300
3000
3
CIVIL REGISTRATION
- CENOMAR
200
3000