Download - CSC Presentation
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“Current CSC Thrusts for Civil Servants”
February 5, 2015PICC, Pasay City
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The Anti-Red Tape Act of 2007
Republic Act No. 9485
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What is RA No. 9485?
It is a law that promotes transparency and expedites
transactions in the government.
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Important Things About The ARTA
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The law applies to all government offices that provide
frontline services.
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The law limits the number of signatures of officials and
employees to a maximum of five (5) signatures.
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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
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The Citizen’s Charter must be posted as information billboards at
the main entrance or most conspicuous place and in published
materials.
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Public Assistance and Complaints Desk should be set up and attended to even during lunch & snack time.
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All officers and employees transacting with the public should wear an ID.
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All applications/request for frontline services shall be acted upon within five (5) to ten (10) working days.
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Denial of request for access
to a government service shall be fully explained.
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Disciplinary Action for Violations of the Act
8.1
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Criminal Liability for Fixers
8.2
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The head of the office or agency shall be primarily responsible and accountable for the implementation of the Rules.
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CSC shall conduct a Report Card Survey of government agencies to check on the existence and effectiveness of the Citizen’s Charter.
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REPORT CARD SURVEYPROCESS
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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
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What the RCS examines
Core 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)
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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
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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
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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
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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
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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 Good
70 – 79.99 Acceptable
0 – 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
ARTA
Report
Card
SQ (80%)
IC (20%)
40.00 74.00 / 46.80 100.00 Passed
15.00 27.00 / 17.40 100.00 Passed
7.00 7.00 / 7.00 100.00 Passed
8.00 / 6.40 100.00 Passed
4.00 15.00 / 6.20 100.00 Passed
4.00 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 Passed
14.00 / 11.20 100.00 Passed
5.00 12.00 / 6.40 100.00 Passed
5.00 14.00 / 6.80 100.00 Passed20.00 / 16.00 100.00 Passed
100.00 100.0080% 20%80.00 20.00
90 - 100; without a delinquent rating in any sub-area
90 - 100; with delinquent rating in any of the sub-areas
70-79.99
69.99 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 16.00
Sub-Total
Multiplied by
Service Quality 11.20
Physical Setup/Layout 6.40
Basic Facilities 6.80
ID/Nameplates 3.60
OVERALL CLIENT SATISFACTION
53.20
Frontline Service Provider 12.80
No Hidden Costs 6.40
PACD 6.20
No Lunch Break 6.20
COMPLIANCE WITH ARTA PROVISIONS
46.80
Citizen’s Charter 17.40
Anti-Fixer Campaign 7.00
ANTI-RED TAPE ACT
REPORT CARD SURVEYAgency NameSurvey Period:
AREAS SCORE TOTAL WEIGHTED
POINTS
NUMERICAL RATING
DESCRIPTIVE RATING
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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
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ARTA Watch
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Contact Center ng Bayan
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PRIME-HRM
Program to Institutionalize Meritocracy and Excellence in
Human Resource Management
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PRIME-HRMSystems, Practices and HR
Competencies
ASSESS ASSIST AWARD
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HRM Systems
Recruitment, Selection, and Placement
Learning and Development
Performance Management
Rewards and Recognition
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Agency Levels of Maturity
Transactional HRMProcess-defined HRM
Integrated HRMStrategic HRM
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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.”
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Strategic Performance Management System
• Aligns agency mandate and organizational priorities.
• Outputs/out-comes based.• Team approach to performance
management.
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SPMS Cycle
1. Performance Planning and Commitment
2. Performance Monitoring and
Coaching
3. Performance Review and Evaluation
4. Performance Rewarding and Development
Planning
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Administrative Order No. 25
Harmonized Results-Based Performance Management
System
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Thank You
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