15 November 2021 – The Anti-Red Tape Authority (ARTA) officially launched the Report Card Survey (RCS) 2.0, a scorecard of government agencies that will measure their effective implementation of the Citizen’s Charter and their efficiency of government service delivery.
It is a holistic tool that is aimed at reducing regulatory burdens. It can be conducted both online and on-site and will examine three core areas: institutionalization of Republic Act No. 11032 mandates, overall client satisfaction, and agency performance and recognition.
The RCS was initially overseen by the Civil Service Commission (CSC). But with the enactment of R.A. 11032, Section 20 stated that ARTA is now responsible for its implementation, in coordination with the CSC and Philippine Statisics Authority (PSA).
The Authority also consulted various government agencies and tapped Economics professor Dr. Alvin Ang as a consultant for the project.
The RCS 2.0 uses compliance reports, surveys—using a survey questionnaire and an inspection checklist—the Client Satisfaction Measure (CSM), and reports and awards from other government agencies as its methods of measurement.
The CSM is a feedback mechanism that measures the specific and overall satisfaction of the transacting public for every service that government agencies offer. It should be implemented by all government agencies, local government units, and other government instrumentalities.
The CSM is slated to be launched in December 2021. By the first quarter of 2022, both RCS and CSM will be rolled out nationwide.
The Ease of Doing Business and Anti-Red Tape (EODB-ART) Advisory Council endorsed the implementation of the RCS 2.0 in its 16th Council Meeting on 25 October 2021.
Secretary Jeremiah Belgica, ARTA Director General, and Undersecretary Ernesto Perez, Deputy Director General for Operations, led the soft launch of the RCS 2.0 on 12 November 2021.
Sec. Belgica highlighted the importance of providing the public with a feedback mechanism to improve government services.
“This is critical because citizens will be able to provide feedback or assessment on the services provided by government offices. More than anything, our goal is to make transactions with government agencies more convenient for all parties involved, including the general public and the stakeholders, through the use of the Report Card Survey 2.0,” he said in his speech.
“As I always say, the true success of any program or project launched by the government is when our clients, the Filipinos, see and experience its benefits. What we are really advocating in ARTA is that agencies embrace and adopt a citizen-centric mindset. After all, the reason we’re here is these people,” he added.
The ARTA chief said the RCS 2.0 would also develop “healthy competition” between government agencies, which may motivate them to strive to improve their services.
Undersecretary BGen. Carlos F. Quita, Ret., Deputy Director General for Finance, Administration, and Special Programs, called on ARTA staff, as well as all government agencies, to strive in institutionalizing the reforms being introduced by ARTA.
“Now that we have launched the RCS, what remains is for us, the concerned agencies, local government units, and other sectors to implement the RCS through the whole-of-nation approach. From the soft launch today, we will now transition to hard action, hard, meaningful action,” he said.
“We are about to disrupt the status quo, and surely there will be institutional resistance… With this gargantuan task, I challenge all of us… to commit themselves to realize the goals and objectives of the RCS,” he added.
The Authority is also working double time to implement its projects and programs as soon as possible, Usec. Perez said.
“Processes must be simple, shorter, and real-time in making innovations,” he said.
“Here at ARTA, we are really working hard to ensure that all we are doing will be operationalized starting early next year,” he added.