ARTA pushes for better government services through RCS 2.0

26 November 2023 – The Anti-Red Tape Authority (ARTA) rolled out the first phase of Report Card Survey (RCS) 2.0 covering government offices nationwide, including National Government Agencies, Government-owned and Controlled Corporations (GOCCs), State Universities and Colleges (SUCs), Local Government Units (LGUs), and Water Districts.

Report Card Survey 2.0 serves as a scorecard for government agencies and local governments to measure the quality and efficiency of public services that they perform under their respective mandates.

In an interview with PTV4 on 20 November, Secretary Perez called for government agencies to be more responsive and efficient in delivering their services to the people, adding that the results of the RCS will also be made available to the public.

“Magkakaroon ng oportunidad ang mga ahensya para malaman kung saan ang mga services na they are rated well, at saan naman ang kailangan ng further improvement,” he explained.

RCS 2.0 expands the tools used by the Civil Service Commission’s (CSC) in the implementation of the RCS. It now includes the use of the Harmonized Client Satisfaction Measurement (HCSM), which uses a five-point scale to assess Citizen’s Charter awareness and the eight (8) Service Quality Dimensions (SQD) – responsiveness, reliability, access and facilities, communication, costs, integrity, assurance, and outcome.

Clients of government agencies will assess whether they agree or disagree to these SQD statements regarding the time spent on their transaction, accuracy of requirements based on provided information, simplicity of steps, accessibility of information, and amount paid. These tools also look into “palakasan”, helpfulness of staff, getting the service and documents they applied for, and overall satisfaction with the experience.

On 2022, ARTA conducted the RCS pilot test which covered 50 priority agencies nationwide. Among the participants, the Government Service Insurance System, Department of Foreign Affairs, Department of Trade and Industry, University of the Philippines Diliman, and Philippine Children’s Medical Center received a Very Satisfactory (90.0 – 94.9% RCS score) ratings.

RCS 2.0’s Phase 1 implementation will run from the third week of November 2023 to March 2024, where select clients of covered 860 government agencies nationwide will be asked to answer around 40 questions. In addition to the CSM, the Survey Questionnaire and Inspection checklist will be conducted and accomplished by Philippine Dynamics, Inc. (PDI), ARTA’s third-party survey company.

While the public can answer the CSM whenever they transact with government agencies, RCS 2.0 will be administered by PDI with pre-identified agencies, on unannounced dates and time.

“Makaka-asa ang taong bayan na kapag ang government agencies ay nakipagcooperate sa Anti-Red Tape Authority, lalo pang mapapabuti ang kalidad ng serbisyo na ginagawa ng gobyerno sa taong bayan,” the ARTA Chief added.

The Authority will also recognize compliant agencies during an awarding ceremony to be held next year after consolidating the results of RCS 2.0.