CSC's PASADA rolls out nationwide now
The Civil Service Commission (CSC) has dispatched its "undercover" agents to monitor the performance of government frontline services nationwide.
The monitoring activity is in line with the CSC's Public Service Delivery Audit (PASADA) program aimed to provide the Commission a much better view of the situation of public service delivery in all regions and enable it to identify which government agencies need assistance in improving client service.
"Frontline service units are the government's first line of contact with the citizenry. The public perception of the government is either made or unmade by a person's positive or negative encounter with a particular agency's frontline service," said CSC Chair Karina Constantino-David in the CSC website news.
The PASADA program will utilize undercover agents who act as clients of over-the-counter transactions in government. The target offices are those that frequently have high volume of clients as well as those most complained about based on reports lodged in CSC's Mamamayan Muna Program.
The agents rate the behavior of the persons manning the counter, the efficiency and helpfulness of systems and procedures, and the convenience and condition of the waiting area.
To ensure objectivity, each frontline service is audited three times by three volunteers and at different times of the day. The agents transact business as regular customers and discreetly observe how other clients are being attended to or react on the quality of service, the online news added.
The news release also noted that in the pilot run conducted in NCR offices last year, the Business Permit and Licensing Office of Marikina was the sole agency rated by the undercover agents as "Excellent." The agents noted that the requirements and steps for application were clearly outlined to guide the public. "The clients do not feel unattended to upon entering the office."
(PIA/CSC online)