February 5, 2018

The Civil Service Commission (CSC) released the results of the 2017 Anti-Red Tape Act Report Card Survey (ARTA RCS) showing that out of the 583 offices that have been surveyed, 81.65% or 476 offices passed.

The CSC conducts the RCS annually to check an agency’s overall client satisfaction and compliance with Republic Act No. 9485 or Anti-Red Tape Act, a law which aims to improve frontline service delivery in the government.

“The CSC noted a consistent increase in the percentage of service offices passing the survey, from 78% in 2010 to 81.65% in 2017,” CSC Chairperson Alicia dela Rosa-Bala said.

Of those which passed, 61 (12.81%) received Excellent rating while three (3) offices (.63%) were rated Outstanding. A total of 328 (68.91%) garnered a Good rating, and 84 offices (17.65%) got Acceptable. For not meeting set standards, 92 offices (15.78%) Failed the RCS; 15 offices had zero respondents thus did not get any rating.

 

In 2017, the survey focused on agencies contributing to ease of doing business as well as service offices of the Department of Social Welfare and Development, Department of Health hospitals, Government Service Insurance System, and local government units. The survey’s focus is aligned with the 2017-2022 Philippine Development Plan whose thrust of upholding public service excellence is linked to increasing competitiveness and ease of doing business, as well as building trust in public institutions.

Frontline service offices covered were: Bureau of Fire Protection, Bureau of Internal Revenue, Bureau of Customs, Department of Health hospitals, Department of Social Welfare and Development, Department of Trade and Industry, Food and Drug Administration, Government Service Insurance System, Home Development Mutual Fund, Land Registration Authority, Land Transportation Office, Philippine Health Insurance Corporation, Philippine Ports Authority, Securities and Exchange Commission, Social Security System, and local government units.

A total of 31 service offices or 77.50% of the surveyed local government units passed the RCS; 258 or 75.22% of the national gov't agencies passed the survey; and 187 or 93.50% of the government-owned and controlled corporations met the demands of the RCS.

 

The Report Card Survey

Since 2010, the CSC, through the Report Card Survey has been preparing a report card of government offices to check overall client satisfaction and compliance with the ARTA.

The RCS checks two core areas: (1) compliance with ARTA provisions (presence of Citizen’s Charter, employees’ wearing of IDs, observance of No Noon Break Policy, Anti-Fixing Campaign, No Hidden costs, and Existence of Public Assistance and Complaints Desk); and (2) overall client satisfaction (Frontline Service Provider, Service Quality, Physical Setup, Basic Facilities, and Client Satisfaction).

The adjectival and numerical ratings are: Excellent (90-100 with no failed/delinquent rating in any sub-area); Outstanding (90-100 with a failed/delinquent rating in any sub-area); Good (80-89.99); Acceptable (70-79.99); and Failed (69.99 below, or with a failed rating in any of the two core areas).

 

Dekada na ang ARTA

Last January 22, 2018, the CSC held a culminating activity to celebrate ARTA’s 10 years of implementation by recognizing ARTA RCS Achievers, Frontline Service Champions, and Seal of Excellence Hall of Famers. The CSC also recognized partners who helped ARTA achieve its milestones.

CSC recognized local government units with highest ratings in the ARTA Report Card Survey from 2010-2016: City of Santiago, Tagum City, Compostela Valley, Borongan City, Arayat, Iriga City, Mamasapano, Maguindanao, Dolores, Talipao, Jolo, Sulu, Upi, Maguindanao, and Labo.

The Government Service Insurance System (GSIS), Philippine Health Insurance Corporation (PHIC), and Landbank of the Philippines (LBP) were recognized as Frontline Service Champions for the agencies’ exceptional performance in complying with the ARTA provisions which enabled them to deliver excellent frontline service. GSIS, PHIC, and LBP were surveyed under the ARTA RCS for at least three years between 2010 and 2017, and garnered the highest agency rating among surveyed GOCCs.

These GOCCs were also conferred the Seal of Excellence Award Hall of Famers for earning the most number of Seal of Excellence Awards from 2010- 2016. PHIC received a total of 67 Seals, GSIS earned 53 Seals, and LBP, 24 Seals. The Seal of Excellence is conferred on service offices that garnered an Excellent rating in the RCS through a “mystery client validation”, and passed the second-phase validation.

In the 2017 ARTA RCS results, GSIS got the most number of service offices with Excellent rating (17 offices). In the LGUs surveyed, Tagum City, Davao del Norte was rated Outstanding, while Iligan City, Isabela received Excellent rating.

R.A. 9485 was signed into law last June 2, 2007. The CSC promulgated the Implementing Rules and Regulations (IRR) of the said Act through CSC Resolution No. 081471 on July 24, 2008. The IRR took effect on September 5, 2008. To obtain feedback on how ARTA provisions are being followed and how agencies are performing, the CSC started the conduct of the ARTA Report Card Survey (RCS) in 2010 with just 50 pilot service offices in 16 regions. To date, a total of 5,904 service offices nationwide have undergone the ARTA RCS.

The CSC has also successfully mounted eight (8) ARTA Caravans nationwide, a campaign that aims to bring government services closer to the public. The ARTA Caravan was brought to UP Diliman, Quezon City (January 2016), Mindanao State University (February 2016), Leyte Normal University (February 2016), UP Manila (March 2016), City Government of Puerto Princesa, Palawan (September 2016), Independence Day Celebration, Rizal Park (June 2017), 5th Public Sector HR Symposium, PICC, Pasay City (July 2017), and Philippine Festival in Tokyo, Japan (September 2017).

Included also in ARTA’s milestones is the integration of the violations of ARTA provisions into the 2017 Rules on Administrative Cases in the Civil Service. For instance, fixing and/or collusion with fixers in consideration of economic and/or other gain or advantage is now categorized as a grave offense which is penalized by dismissal and perpetual disqualification from public service (Rule 10, Section 51, Item B.I.).

The CSC continues to urge government agencies and the public to join the campaign against red tape to improve frontline service delivery. Government agencies that offer frontline services are expected to comply with the ARTA and provide excellent public service. The transacting public, on the other hand, are encouraged to give feedback on their government transaction experiences (positive or negative) through the Contact Center ng Bayan or CCB. The public may access CCB through 1-6565, 0908-8816565, This email address is being protected from spambots. You need JavaScript enabled to view it. , and contactcenterngbayan.gov.ph.

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Email us for the 2017 ARTA RCS results (This email address is being protected from spambots. You need JavaScript enabled to view it. ) or call us at tel. no. 931-4180.