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“Current CSC Thrusts for Civil Servants” February 5, 2015 PICC, Pasay City

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Page 1: CSC Presentation

“Current CSC Thrusts for Civil Servants”

February 5, 2015PICC, Pasay City

Page 2: CSC Presentation

The Anti-Red Tape Act of 2007

Republic Act No. 9485

Page 3: CSC Presentation

What is RA No. 9485?

It is a law that promotes transparency and expedites

transactions in the government.

Page 4: CSC Presentation

Important Things About The ARTA

10

Page 5: CSC Presentation

The law applies to all government offices that provide

frontline services.

1

Page 6: CSC Presentation

The law limits the number of signatures of officials and

employees to a maximum of five (5) signatures.

2

Page 7: CSC Presentation

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

Page 8: CSC Presentation

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

the main entrance or most conspicuous place and in published

materials.

4

Page 9: CSC Presentation

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.

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

6

Page 11: CSC Presentation

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

7

Page 12: CSC Presentation

Disciplinary Action for Violations of the Act

8.1

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Criminal Liability for Fixers8.2

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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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Page 15: CSC Presentation

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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Page 16: CSC Presentation

REPORT CARD SURVEYPROCESS

Page 17: CSC Presentation

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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Page 19: CSC Presentation

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)

Page 20: CSC Presentation

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

Page 21: CSC Presentation

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

Page 22: CSC Presentation

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

Page 23: CSC Presentation

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

Page 24: CSC Presentation

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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Page 25: CSC Presentation

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

Page 26: CSC Presentation

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

Page 27: CSC Presentation

ARTA Watch

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Contact Center ng Bayan

Page 29: CSC Presentation

PRIME-HRMProgram 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 SystemsRecruitment, 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

Page 33: CSC Presentation

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.”

Page 34: CSC Presentation

Strategic Performance Management System

• Aligns agency mandate and organizational priorities.

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

management.

Page 35: CSC Presentation

SPMS Cycle

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

4. Performance Rewarding and Development Planning

Page 36: CSC Presentation

Administrative Order No. 25

Harmonized Results-Based Performance Management

System

Page 37: CSC Presentation

Thank You

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