March 21, 2019

Government workers should provide fast, efficient, and honest services to the public.

This reminder was issued by the Civil Service Commission (CSC) as it launched Oplan Malasakit sa Serbisyo, the conduct of spot checks of government agencies nationwide. In her frontline service visit to agencies in Legazpi City, CSC Commissioner Aileen Lourdes A. Lizada reiterated her call to all government workers to be quick, courteous, and efficient in dealing with clients.

“The conduct of spot checks is in line with the CSC’s role in the Philippine Development Plan under Pillar 1, Malasakit or Enhancing the Social Fabric. We will be testing the frontline services of government agencies including LGUs. Our teams go out incognito and transact with these agencies to personally get a feel on the kind of treatment that ordinary clients experience when they go to government agencies,” explained Commissioner Lizada, adding, “If the first two visits in the LGUs of Naval and Legazpi City are an indicator, marami pang areas for improvement in the delivery of government services.”

The official narrated her experience transacting with the Legazpi City Health Office and Government Service Insurance System Legazpi City Branch and remarked on the lack of empathy displayed by service providers. She also shared how her staff caught a guard of the Philippine Statistics Authority Legazpi Branch watching a movie on his mobile phone hidden in his drawer. Commissioner Lizada herself called the attention of a job order staff in the City Government of Legazpi using a government computer to browse his personal Facebook account.

Commissioner Lizada said, “I have called the attention of those in-charge of these units to relay my observations. I am appealing as well to heads of agencies and local chief executives to issue their respective memoranda with the end goal of improving the efficiency of frontline service delivery. Perception of clients of government efficiency are determined at the frontline, the first line of contact between the government and the citizens.”

Meanwhile, Commissioner Lizada commended the responsive and efficient frontline services and facilities of Pag-IBIG Legazpi Member Services Branch. “Even the restroom used by clients was well-maintained,” she said.

Lizada reported that she has directed CSC regional offices to initiate the filing of administrative charges against those caught violating civil service rules which include inefficiency in the delivery of services. “I told the CSC regional director to file the charges motu propio. We have to do this, or else, hindi kami seseryosohin,” said the CSC Commissioner.

Commissioner Lizada said such an act may be treated as Conduct Prejudicial to the Best Interest of the Service. Under CSC Resolution No. 1701077 or the Rules on Administrative Cases in the Civil Service (RACCS), government officials and employees found guilty of Conduct Prejudicial to the Best Interest of the Service for the first time will be suspended for six months and one day up to one year, and dismissed from the service on the second offense.

Commissioner Lizada also appealed to the public to report good or bad experiences in availing of government services to the Contact Center ng Bayan or CCB via PLDT Landline 165-65, via SMS to 0908-88-16565 or This email address is being protected from spambots. You need JavaScript enabled to view it. . Clients may also log-in feedback to CCB at its website, www.contactcenterngbayan.gov.ph.