“Current CSC Thrusts for Civil Servants”

February 5, 2015PICC, Pasay City

The Anti-Red Tape Act of 2007

Republic Act No. 9485

What is RA No. 9485?

It is a law that promotes transparency and expedites

transactions in the government.

Important Things About The ARTA

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The law applies to all government offices that provide

frontline services.

1

The law limits the number of signatures of officials and

employees to a maximum of five (5) signatures.

2

The law requires all government offices to draw up a Citizen’s Charter which identifies: – vision and mission of the agency– frontline services offered– step-by-step procedures– employee responsible for each step– amount of fees– document to be presented – procedure for filing complaints

3

The Citizen’s Charter must be posted as information billboards at

the main entrance or most conspicuous place and in published

materials.

4

Public Assistance and Complaints Desk should be set up and attended to even during lunch & snack time.

5

All officers and employees transacting with the public should wear an ID.

All applications/request for frontline services shall be acted upon within five (5) to ten (10) working days.

6

Denial of request for accessto a government service shall be fully explained.

7

Disciplinary Action for Violations of the Act

8.1

Criminal Liability for Fixers8.2

The head of the office or agency shall be primarily responsible and accountable for the implementation of the Rules.

9

CSC shall conduct a Report Card Survey of government agencies to check on the existence and effectiveness of the Citizen’s Charter.

10

REPORT CARD SURVEYPROCESS

What the RCS is• a tool to check government service offices’ (SOs) compliance with various ARTA

provisions

• a client feedback survey that provides a quantitative measure of user perceptions on the quality, efficiency and adequacy of different public services*

• a rich information source to help management know more about their clients and operations (client demographics, irregular office activities, client thoughts on how services should be delivered)

• not just a data collection exercise but an instrument to exact public accountability through the media coverage and civil society advocacy that accompanies the process*

*Source: https://openknowledge.worldbank.org/bitstream/handle/10986/11277/286010CRC0SD0note09101public1.pdf?sequence=1

What the RCS examinesCore Area 1:

Compliance with ARTA Provisions

1.1 Citizen’s Charter1.2 Anti-Fixing

Campaign1.3 No Noon Break

Policy1.4 ID/Nameplates1.5 PACD1.6 No Hidden Costs

Core Area 2: Overall Client Satisfaction

2.1 Frontline Service Provider

2.2 Service Quality2.3 Physical Setup2.4 Basic Facilities2.5 Respondent’s

Satisfaction

*Sub-areas in black: Scores in these sub-areas are based both on the Inspection Checklist (IC) accomplished by RCS researchers, and the client responses in the Survey Questionnaire (SQ)*Sub-areas in red: Scores in this subarea are solely based on clients’ responses in Survey Questionnaires (SQ)

What the RCS examines2.1 Frontline Service Provider - measures client satisfaction with:

a) Timeliness: response time - response time given by the service provider to the transaction)

b) Timeliness: attention - immediate attention given by the service provider

c) Knowledge- service provider’s extensive information on/understanding of the service being provided

What the RCS examines

d) Competence- skill in delivering the required service

e) Courtesy and extra mile- service provider’s friendliness, courteousness/politeness, and willingness to do more than what is expected of them by the client

f) Fairness and ethical treatment- service provider’s equal treatment of clients, including attending to them on a ‘first come, first served’ basis

What the RCS examines2.2 Service quality measures client satisfaction with:

a. Outcome- result/product of the service that the client received

b. Overall time to complete the transaction- covers the time the respondent arrived at the office to the time the respondent finished all the necessary transactions

What the RCS examines2. 3 Physical setup measures client satisfaction with:

- signage/directions, accessibility, cleanliness, orderliness, lighting, ventilation and layout

2.4 Basic Facilities measures client satisfaction with:- available facilities such as comfort room, waiting area, facilities for pregnant women, persons with disability (PWDs) and the elderly

2.5 Respondent-client satisfaction measures client’s general feeling of contentment with his/her whole experience of transacting with the agency

RCS Scoring Scheme Survey Questionnaire (SQ) – 80% of the score Inspection Checklist – 20% of the score

Final Numerical Rating Corresponding Adjectival Rating

90 – 100 Outstanding*/Excellent**80 – 89.99 Good70 – 79.99 Acceptable0 – 69.99 Failed***• Outstanding refers to a final numerical rating of 90-100 but with a delinquent rating in any of the sub-areas.

** Excellent refers to a final numerical rating of 90-100, without a failed/delinquent rating in any sub-area*** A surveyed SO also fails when it incurs a failed rating in any of the two core areas.

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The ARTAReportCard

SQ (80%)

IC (20%)

40.00 74.00 / 46.80 100.00 Passed

15.00 27.00 / 17.40 100.00 Passed7.00 7.00 / 7.00 100.00 Passed8.00 / 6.40 100.00 Passed4.00 15.00 / 6.20 100.00 Passed4.00 15.00 / 6.20 100.00 Passed2.00 10.00 / 3.60 100.00 Passed

60.00 26.00 / 53.20 100.00 Passed

16.00 / 12.80 100.00 Passed14.00 / 11.20 100.00 Passed5.00 12.00 / 6.40 100.00 Passed5.00 14.00 / 6.80 100.00 Passed

20.00 / 16.00 100.00 Passed100.00 100.00

80% 20%80.00 20.00

90 - 100; without a delinquent rating in any sub-area90 - 100; with delinquent rating in any of the sub-areas

70-79.9969.99 and below

Acceptable:Failed:

*Note that a delinquent rating in any of the two core areas earns the service office a final descriptive rating of Failed, regardless of its final numerical rating.

Legend:Excellent: Outstanding:Good: 80 – 89.99

Total

FINAL NUMERICAL RATING 100.00

FINAL DESCRIPTIVE RATING EXCELLENT

Respondent-Client Satisfaction 16.00Sub-Total

Multiplied by

Service Quality 11.20Physical Setup/Layout 6.40Basic Facilities 6.80

ID/Nameplates 3.60OVERALL CLIENT SATISFACTION 53.20

Frontline Service Provider 12.80

No Hidden Costs 6.40PACD 6.20No Lunch Break 6.20

COMPLIANCE WITH ARTA PROVISIONS

46.80

Citizen’s Charter 17.40Anti-Fixer Campaign 7.00

ANTI-RED TAPE ACTREPORT CARD SURVEY

Agency NameSurvey Period:

AREAS SCORE TOTAL WEIGHTED

POINTS

NUMERICAL RATING

DESCRIPTIVE RATING

ARTA INITIATIVES

CSC Offers a Holistic Public Service Delivery Excellence Program

• ARTA Watch * Contact Center ng Bayan (CCB)* Media Campaign * Report Card Survey (RCS)

• * SDEP * CSC-SEA

ARTA Watch

Contact Center ng Bayan

PRIME-HRMProgram to Institutionalize

Meritocracy and Excellence in Human Resource Management

PRIME-HRMSystems, Practices and HR

Competencies

ASSESS ASSIST AWARD

HRM SystemsRecruitment, Selection, and Placement

Learning and Development

Performance Management

Rewards and Recognition

Agency Levels of Maturity

Transactional HRMProcess-defined HRM

Integrated HRMStrategic HRM

Strategic HR

HR Function Organizational Performance

“HRM has shifted from its traditional, micro-focused role to a macro-strategic paradigm in which individual HR functions such as selection, training, compensation, and

performance appraisal are aligned not only with the organizational strategy but also with one another.”

Strategic Performance Management System

• Aligns agency mandate and organizational priorities.

• Outputs/out-comes based.• Team approach to performance

management.

SPMS Cycle

1. Performance Planning and Commitment2. Performance Monitoring and Coaching3. Performance Review and Evaluation

4. Performance Rewarding and Development Planning

Administrative Order No. 25

Harmonized Results-Based Performance Management

System

Thank You

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