RMC No. 81-2020: Circularizes the clarification on Annex 4 – Citizen/Client Satisfaction Survey of the Inter-Agency Task Force (IATF) Memorandum Circular No. 2020-1, entitled “Guidelines on the Grant of Performance-Based Bonus (PBB) for Fiscal Year (FY) 2020”

Key points

1. Survey procedures. Departments and agencies are encouraged to follow set procedures in data gathering methodology, respondents criteria, survey sampling coverage, sampling procedure and survey instrument. The survey captures total client experience, expectations and satisfaction across the service quality dimensions of responsiveness, reliability (quality), access and facilities, communication, costs, integrity, assurance and outcome. A 5-point Likert scale is recommended.
2. Data analysis. Results are analyzed by service and by applicable dimension, with the overall agency rating and overall citizen/client satisfaction score. Other segments may be included, such as type of client (General Public, Government Employees, Businesses/Organizations), area, region or field office, and respondent profile. An action plan is drawn from the results, and the 2020 results are compared with the 2019 CCSS results as appropriate.
3. CCSS Report outline. The report describes the methodology for each reported service. It also gives the FY 2020 results with a sample feedback form, the results of the Agency Action Plan reported in the FY 2019 PBB, and the Continuous Agency Improvement Plan for FY 2021.
4. Agency Best Practice report. For the FY 2020 PBB, each agency submits one (1) best practice in service quality or productivity from FY 2020. It falls under citizen-centric services, digitization, smart regulation, performance excellence, or other innovations. The report gives a brief description, the implementation, and the results.

Who is affected

• Departments and agencies covered by the FY 2020 PBB

Deadlines and effectivity

• Applies to the FY 2020 Performance-Based Bonus