I AREAS I SCORE TOTAL NUMERICALDESCRIPTIVE II Q I IC WEIGHTED

IRATlNG RATING

POINTS

COMPLIANCE WITH ARTA 33.17 140 74.00 174 41.33 146.8 88.32 PassPROVISIONSCitlz.,,'s Chalter 9.17 115 2700/27 1273 117.4 73.18 Pes.Anti·FIx., Campaign 7.00 I 7 700 17 7.00 I 7.0 100.00 Pes.10000a_plates 1.931 2 1000/10 3.55 I 3.6 98.52 Pess

No I-fdden Cosl$ 8.00 I 8 SAO / 6,4 100.00 Pas.

PACD 3.07 I 4 1500/15 5.<45I 6.2 87.96 Pas.

LunchBtNk 4.00 I 4 1500 115 S.20 I 6.2 100.00 Pass

OVERALL CLIENT54.95/60 2400126 48.76/53.2 91.65 PassSATISFACTION

FrontllnoSotvicoProvider 1446/16 11.57/12.8 90.36 PassServIceQuality 12.77/ 14 10.21"'.2 91 19 PassPhysic" S.lupILiJyoul 4.42 / 5 10.00112 5.54 I 6.4 86.54 PassBasic Fecilities 4.50 I 5 H.OO 114 6.40 I 6.6 94.12 Pas.Respondent-Client Satisfaction 18.80/20 15.04 I 16 94.00 Pass,

Sub-Total 88.11 /100 98.00 /100--Mulllp6edby IIO'Ifo 2O'1t

Total 70.49 19.60--FINALNUMERICALRATING 90.09

FINALDESCRIPTIVERATING EXCELLENT

LOfllJfld

e.... 11ent: 90 - laO, without a delinquent rating In any eutHIrea A<;oeptable: 70-79.99

OUts_lng: 90 - 100;with dMinquent ratir1g Inany.t It.e ....... , ••• Failed: 89.99 ondbelow

Oood:: 80·89.99

•Notwifill( • OOIotoquont r.rbfI9 .. ""Y0( the...,"""' .......• am.tne ........ """'" aM.. ~ ra:.ng 01F" reg_sa of lIS",.. nurn«1C. fIII>ng

Philippine Statistics Authority-Aklan Provincial OfficeTorres Building. Roldan Sl. Kalibo,Aklan

913012014To 10121201'SurveyPeriod

ANTI·RED TAPE ACTREPORT CARD

The survey e~amined the service office's compliancewith the ARTA provisionsand the

overall satisfaction of their clientele, in order to (1) obtain feedback on how agencieS followprovisions in their Citizen's Charter, (2) obtain Information/estimatesof hidden costs incurred by

dients in accessing frontline servicesand (3) rate agency performanceand client satisfacfion in

relation to frontline service delivery.

The survey was conducted by Inspecting the service office and by interviewing dients

within the premises of the service office immediately after they availed any or the folloWingfrontline services of the office: 1.) Issuance of Birth Certificate 2.) Issuance of Maniage

CertifICateand 3.) Issuance of Death Certificate and/or CENOMAR.This mode was chosen toansure that all questions were answered and vague responses were clarified at the outset. On

the average, the interview lasted for six (6) minutes and twenty two (22) seconds and ranges

from sl~ (6) minutesto eight (8) minutes.

METHODOLOGY

Pursuant to the provisions of Republic Act No. 9485, otherwise known as "An Act to

Improve EffICiency in the Delivery of Govemment Service to the Public by ReducingBureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties There'or",

otherwise known as the An~Red Tape Act of 2007, the Civil Service Commission conducted

the ARTA Report Card Survey in the Philippine Statistics Office (NSO)- Kallbo ProvincialOffice located at Torres BUilding,Roldan Street, Kalibo, Aklan headed by Provincial Statistics

Officer, Mr. Bias M. Solidumduring the survey period September 30 - October 2, 2014 . Based

on Interviewed clients' responses and the findings In the field inspection checklist, the officeobtained a final numerical reting of 90.09% equivalent to a final descriptive rating of

EXCELLENT.

ARTA REPORT CARD SURVEY FINDINGS

Roglo".1 Office VIonate SL M.ndurNo, 110110City

Republic; of the Philippines

CIVIL SERVICE COMMISSION

2

CIVILSTATUS No. %Single B 26.67%Married 21 70.00%Widowed a 0.00%Separated 0 0.00%Common-law/live-m 1 3.33%Unknown a 0.00%TOTAL 30 100.00%

Table 3: Respondents by Civil Status

SEX No. %Male 13 43.33%Female 17 56.67%TOTAL 30 100.00%

Table 2: Respondents by Sex

AGE No. %17 years old and below 1 3.33%18-21years old 1 3.33%22-30years old 10 33.33%31-45 years old 10 33.33%46-59 Yea'S old 6 20.00%60 years old and above 2 6.67%No! Specified 0 0.00%TOTAL 30 100.00%

Table 1: Respondents by Age Group

Tables 1-5 show the number and percentage of the respondents according to age group. sex.

civil status. highest educational at1ainment, and employment status.

3

The sub-area CItizen'S Charter (CC) obtained the lowest score because 70.00% of

respondents did not see the posted CC of the agency. 16.67%of respondents saw the posted

CC but did not bother to read it. During field inspection, it was observed that Ihe posted CC

directly above the service counter is not readable because the fonls used are very small. It isalso very far from the wailing area. There is another posted CC in the glass wall of the entrance

beside the Public Assistance and Complaints Desk. Despne all of these, most clientswere not

The service office passedall the sub-areas examined under the 'Compllancawith ARTAProvisions'. The numerical ratings in the sub-areas are as follows: Anti-fIXer Campaign,

100.00%;No Hidden Costs, 100.00%; lunch Break, 100.00%; IDlNameplates, 98.52%; PublicAssistanceand ComplaintsDesk, 87.96%;and Citizen's Charter, 73.18%.

COMPLIANCEWITH ARTA PROVISIONS

EMPLOYMENT STATUS No. %Employed 19 63.33%Unemployed 11 36.67%TOTAL 30 100.00%

Table 5: Respondents by Employment Status

EDUCATIONAL ATIAINMENT No. %Not Specified 0 0.00%Second Stage of tertialy/post graduate education 0 0.00%First stage 01tertiaryAlaccalaureale education 14 46.67%Posl-seoondary non-tertiaryltechnical-voca!ion education 3 10.00%Secondary/high school or second slage of basic educalion 12 40.00%Primary/elementary Of first slage of basic educalion 1 3.33%Pre-plimary/pre-school education a 0.00%TOTAL 30 100.00%

Table 4: Respondents by Highest Educational Attainment

4

Another sub-area that demonstrated compliance with the ARTA provisions is the sub­

area No Hidden Cost Based on observation and client responses. the agency did not require

anybody for charges aside from those indicated in the posted Cmen's Charter. 11also Issues

the corresponding Official Receipt for aUpayments made by clients.

The sub-area Anti-Fixer Campaign was also rated 100.00%. No respondent claimed to

have been approached by somebody to facllnate transactions in exchange of money or any

other consideration. Further, the agency has plenty of posters against any fixing activity.

On Ihe other hand, the agency received a 100.00% rating in the sub-area Lunch Break

because of ilS uninterrupted service even during lunch breaks. II adopted the rotatlon system of

employees to meet clients' needs even during lunch break.

In the sub-area 101 Nameplates. one respondent claimed that a service provider he

transacted do not wear 10. During inspection. It was observed that some employees do nOI wear

IDs inside the office premises.

In the sub-area Public Assistance and Complaints Desk (PACD). 76.67% of the

respondents saw the PACD. During the field Inspection. it was observed that the PACD is

situated in the entrance but " was far from where the clients transact business. Also. it was

sometimes left unattended. The person manning the PACO also issues priority numbers to

cnents, Some respondents commented ." Hal/nun ang ita PubRcAssistance and ComplaIntDesk

sa mas mada/l makita nga lugar pati ang paghatag number',"itinuro ako kung saan hahanapin

yung guard, hindi mads/ing hanapin"

aware about the Citizen's Charter. They only focus on their actual transactions. Further, II was

observed that the Sugges1ion Box is placed in the filling-up area. The posted procedure fO( filing

complaints cannot be easily recognized because it is only printed in a short bond paper. One

respondenl said, 'Dapat sa mababa fang naka/agay ang Citlzen's Charter para mada/Imakftaatmabasa, saka medyo lakihan ang mga letters.Madyo malaas ang klns/a/agyan ng Citizen's

Charter nlla.· Another one stated, "Pa/akihln ang Citizen's Charter kasl medyo ma/III, dl siyamada/lng basahln ng mga matatanda. E- transfer sa mas mada/lng mapansln na /ugar at

madalingmabasa. Ibaba kungpwede."

The office also obtained a high rating In terms of clients' satisfaction with I.hef'ronUine

service providers with the use of service satisfaction variables. In the service variableTimeliness. Response Time and Timeliness Attention, 60.00% of the respondents were very

. 5

Regarding Respondent-Client Satisfaction, 70.00% of the respondents were very

satisfiedand 30.00% were satisfied. During survey. most clients gave positive feedback on theservices received from the frontline service providers. Some of them remarked, •Mabilisan angpag..isyung dokumento' and 'ContInue good service."

The office has also posters informing 10 give priOrity to senior citizens, PWD's andpregnant women. It was observed that the chairs in the waiting area are disorganized. Some

respondents commented,"Dapat may separate lane ang senior citizen sa regular clients. Kesi

minsanwalang kasama yung mga senior citizen, so mahlhirapan sila. Ito yung mas bigyan nilang pansin', "di organized 8ng mga pulungku-an esp. kung magdamo ang tao nagadugang

pagid","Medyomaguloang upu-an.Maliltang eres."

With regard to the Basic Facilities of the office, 43.33% of the respondents were eithersatisfied or very satisfied while 13.33% were undecided. The service office does not have a

separate restroom for male and female clients. The restroom is not accessible because Itslocation (back of the office) is too far from the main area where majority of transactions takeplace.

The sub-area Basic Faclfitiesobtained the highest numerical rating of 94.12%, followed

by Respondent-Client Satisfaction (94.00%). The other sub-areas have the following ratings:

Service Quality (91.19%). Fronlfine Service Provider (90.36%), and Physical Setup/Layout(86.54%).

The service office passed all the sub-areas under Over-all Client Satisfaction with anumerical rating of 91.65%.

OVERALL CLIENT SATISFACnON

In general, the service office obtained a tabulated numerical rating of 88.32% with a

descriptive rating of Pass In the area Compliance with ARTA Provisions.

6

(Please see attached file for the complete list of interviewed clients' remarks and

suggestions.)

In terms of Physical Set-up/Layout, 36.61% of the respondents were very satisfied,

SO.OO%were satisfied and 13.33% were undecided. The service office has a television to

entertain clients while waiting for their tums. However, during field inspection, it was observed

that chairs were not property arranged and papers were scattered on the floor. Also, several

posters were Improperty placed. Clients commented; KuJang sa Imis, medyomagulo','Ventflated naman siya pero mas maganda kung eucon",-Madyo mainit at msrumi,

hindi nasunod ng ayos ang mga upu-an':Kailangan ng kaunllng /lnis at alrcon':Magu/o,

disorganized sa pi/a, ang suggestion box dapat sa gllid lang or sa tamang lugar, hindi kungS8an..saan.•

In terms of Service Quafily, 56.61% of the respondents were very satisfied and 43.33%

were satisfied with the services of the agency's service providers. During survey proper, it was

observed that service providers managed to serve clients on time. Regarding Overall

Satisfaction Time, 60.00% of the respondents were very satisfied and 40.00% were Satisfied.

One respondent stated, °m/nsan malagal, may mga matatanda, (sang tao madaml eng

transactions."

satisfled and 40.00% were satisfied. Regarding service provider's extensive information

on/understanding of the services being provided, 56.61% of the respondents were very

satisfied, 40.00% were satisfied and 3.33% undecided. One client said, 'Suggestion ko ang sa

pegpe authenticate kay indi k/aro ile mga sabat sa akon, kepila pe ako megbalik sa mun/slpyo

nge dlri man lang gale magpa-authentlcate."For the variable - Competence, 66.67% of the

respondents were very satisfied, 30.00% were satisfied and 3.33% undecided. In Courtesy and

Extra Mlle. 56.67% of the respondents were very satisfied, 40.00% were satisfied and 3.33%undecided. In Fairness and Ethical Treatment, 63.33% of the respondents were very sallsfled

and 36.67% were satisfied. Some respondents stated, "by number naman.'

7

Approved by:

Frontline service providers should weartheir ID inside the office premises at alitimes.

Management should assign personnel tomaintain the cleanliness and orderliness ofthe service area. Trash cans should beprovided.

Information materials should be properlyposted and should be attractive enougl1 toencourageclients to read It.

•

PACD should be manned at all times. Theservice officemay opt to relocate/repositionthe PubliCAssistanceand Complaints Deskto a more strategic place to be moreconvenient to clients.

The agency should place the SuggestionBox in a conspicuous place.

The Cl1izen'sCharter should be posted inthe main entrance of the office or at themost conspicuous place so as to increaseits perceptibility thereby upholdingawareness to each and every transactingclienL

Some employees do not wear IDs Inside •the office premises.

•

• Crumpled papers were seen scattered onthe floor; chairs were not properly arranged.

• Some posters were not pasted property.The posted procedure for filing complaintscannot be easily recognized because it isonly printed Ina short bond paper.

Based on SQ, "Hal/nun ang IIa PubliCAssistance and Complaint Desk sa masmada/i makila nga lugar pati ang paghatagnumber."

•

The PACD is not accessible to clients. it is •notmannedat all times

•

The Suggestion Box is not found in a •conspicuous place. It is situated in the areafor filling up of forms.

•

A posted Citizen's Charter can be seen •directly above the service counter. Anotherone is posted in the glass wall beside thePACD which was far from where clientsusually are.

•

RecommendationsObservation

OBSERVATIONS AND RECOMMENDATIONS

8

The service offICe stockroom was improperly arranged. Motorcycle was parked Inside the room.

OTHERS

10's/ NAMEPLATESSome employees were seen not wearing their 10's inside the office premises.

BASIC FACILITIESThe service office does not have a separate restroom for male and female. Also, it is lessaccessible to clients since it is situated in the backside of the office, too far away From thetransaction area.Messages are posted on the wall telling everyone to give priority to Senior Citizens, PWO's andPregnant Women, however, this Is fulfilled along with disorganized chairs seen at the waitingarea.

PHYSICAL SET·UPThe service office provided television to entertain clients while waiting lor their transactions.Also, the agency set up fans to ventilate clients.During field inspection, it was observed that chairs are not properly arranged. Crumpled paperswere scattered on the floor. Also, various posters were improper1y posted.

During the field inspection, the Public ASSistance and Complaints Desk is situated at theentrance door of the office; however, it is far trom where the clients transact business. Also, thearea sometimes left unattended. Likewise, the PACD Issues priortty number to clients to securefaimess and ethical treatment.

PUBLIC ASSISTANCE AND COMPLAINTS DESK

The suggestion box does not have its proper place. During the Inspection, n is situated at thearea for the flllIng up of forms.

Their procedure for filing complaints is not catchy as strategically located as required for itappeared as an old printed bill of different sort

The office's mission and vision is located at the second floor but the main transaction is on thefirst floor.

During the field inspection, It was observed Iha! tile charter is posted at the wall above theservice counter far away from where clients are staying. It was noticed that the charter Is printedIn small text size. Another charter is posted at the glass wall sltualed at the entrance door,beside the Public Assistance and Complaints Desk. One charter is a lot bigger than the otherposted above Ihe counter.

Inspection Checklist

CITIZEN'S CHARTER

9

Remarksdi ko pa na experience gamitin ang faciUlites nila dilo

Wala lang kita ka CR, may signage para sa senior citizen disabled and pregnantwomen

Wala pa ako kaklta na CR subong, undecided na lang.

Walay pa ko ka CR

Oi ko nakita ang CR

RemarksMedyo mainil at marumi, hindi nasunod ng ayos ang mga upu-an. Kailangan ngkaunting IInis at alrcon,

May kaunting kalal.

Okay man, linlo man, ginasunod ni manong guard ka linlo

may mgaduml

madaming dumi, dapat palaging malinis ang paligid

Daw okay lang man it katinlu-on pero dugang pa It limpyo ah. May bentlladorman, ka

Magulo, disorganized sa pila, ang suggestion box dapat sa gilid lang or satamang lugar, hindi kung saan-saan.

Nakikila mo naman rnedyo may kunting kalat at hindi organized.

May kaunling katat.

Kulang sa Iinis, medyo maguio.

Sa kadamihan n9 tao minsan hindi maiiwasan na magkaguio ang mga upu-an.

Ventilated naman siya pero mas maqanda kung alrcon.

RemarksOi ko napansin

Remarksinabot axo ng 2 hours sa kahihintay

1 day, iniiwan ko lang kasi yung transaction ko dito

Wala man 1 hour

Lass than 1hour

MabiHs lang, hindi aabot ng 1 hour

2

3

4

Question 19

Control#10

1

19

20

22

28

29

18

111

34

13

Question 8.3

Control#12

9

20

28

29

Question 15

Control#11

Question 18

Control#10

List of Remarks/Comments/Details

10

RemarllsPayments,may times na delay. Dugangan ang window sa paymenls kay delay katama kung maraml ang client.

#13- sa guard, humingi n9 number, #17- kahil na inabot n9 2 hours, okay na rlnsa akin.

Halinun ang lIa Public Assistance and Compiaint Desk sa mas madall makna ngalugar, pati ang paghatag number. Naka transact aka dlrl before paglcuhaCENOMAR, 11 takes 2 days pa kag marelease.

Suggestion ko ang sa pagpa authenticate kay indi klaro ila mga sabal sa akon,kapila pa ako magbalik sa munislpyo nga dlri man lang gale magpa-authen!icate.

Pa alrcon ang NSO

Mabillsan ang pag-isyu ng dokumento, dapat palaging malinis yung bentuador.

By number pero sa releasing wata.

Conllnue good service.

l!inuro ako kung saan hahanapln yung guard. hindi madallng hanapin.

Sa service nila at ventilation walang problema. Probinsya naman 10eh.

halagan priorny ang mga senior citizen kag mga disabled person, provide suaseparate lane and separate pulunqku-an, dapat organized ang arrangement.minsan kasi magulo.

PallIan ang mga luma na poslers,pinturahan para magmukhang bago, ayusinang mga pagkakadikit ng mga posters. Ayusin kaunli ang office para magandaling nan . Kung pwede sana aircon, mas mabutl. Wala naman problema saservice, sa set-up lang ng office. medyo di sya in order.

Dapat sa mababa lang nakalagay ang Citizen's Charter para madan makita at

12

22

20

3

4

6

15

1716

19

2

1

Control#10

OTHER COMMENTS! SUGGESTIONS! OBSERVATIONS

18 Dapat may separate lane ang senior citizen sa regular cllenls. Kasi minsanwalang kasama yung mga senior citizen, so mahihirapan sila.lto yung masblgyan nila ng pans!n

19 di organized ang mga pulunqku-an esp. kung magdamo ang lao nagadugang pagid.

20 Medyo magulo ang upu-an

25 Malll! ang area

28 Very satisfied kasi may senior citizen window, priority aka.

29 01pa aka nakaranas mag-CR, okay naman

List of Remarks!CommentslDetalisARTA Report Card Survey

13 Wala pa aka gam~ it CR

II

mabasa, saka medyo laklhan ang mga letters. Medyo mataas ang klnalalagyanng Cltlxen's Charter nlla.

25 Palaklhin ang Citizen's Charter kasi medyo maflil, di siVa madaling basahin ngmga matatanoa. E- transfer sa mas madaHng mapansin ns lugar at madalingmabasa, ibaba

28 Walang palakasan dapat.

29 Mallit ang office walang parking area.

I Anal Numedc81 Rill1nc::==~===_-- .....;;;;.~­I:;__.tU1---=...-1150........ ~' ~~ ....,.,.. .. IOlfb;III-- -----

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