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“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
10
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.
24
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
37
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