The clients served by the Department of Labor and Employment (DOLE) in 2015 expressed general satisfaction on the quality of services it has delivered, including the physical facilities it has provided, with 99.52 percent of them saying that the problems or inquiries they have referred to the DOLE’s frontline services were promptly attended to, Secretary Rosalinda Dimapilis-Baldoz yesterday said.
“Client satisfaction, as a component of good governance, has always been the primary focus of the DOLE frontline programs and services. And the foundation of this service delivery is our adherence to efficiency and integrity,” the labor and employment chief said.
Secretary Baldoz said that all DOLE Offices implementing the Citizen’s Charter achieved the following customer satisfaction ratings: 98 percent for the quality of services and 83 percent for the quality of facilities.
In terms of quality of services, the following are the areas or “drivers” of satisfaction that the transacting public rated in the Customer Satisfaction Feedback (CSF) forms: problem/inquiry was solved/answered; problem/inquiry was promptly attended to; problem/inquiry was courteously attended to; and complete information about inquiry was provided.
An overwhelming majority, or 99.52 percent, of the clients said their problem/inquiry was solved; 99.43 percent said their problem/inquiry was promptly attended to; 97.11 percent said their problem/inquiry was courteously attended to; and 94.83 percent said they obtained complete information about their inquiry.
In terms of quality of facilities, the identified areas or “drivers” of satisfaction that the transacting public rated were the following: signage, receiving area, and cleanliness/orderliness of office.
An overwhelming majority, or 82.67 percent, expressed satisfaction on DOLE signages; 83.26 percent expressed satisfaction on the receiving areas; and 83.25 percent expressed satisfaction on the cleanliness/orderliness of office.
“We measure client satisfaction, not only to identify our strengths, but also to understand and determine where to take actions to improve service delivery,” Secretary Baldoz said.
In terms of negative comments, the DOLE received a total of 213 -15 with regard to facilities and 198 with regard to services/programs.
The DOLE Central Office received four negative comments in terms of services/programs; while the DOLE regional offices in the National Capital Region (NCR), Region 6, Region 7, and Region 11 received four negative comments in terms of facilities and seven negative comments in terms of services/programs.
The DOLE attached agencies, on the other hand, received the following number of negative remarks: National Maritime Polytechnic (NMP) – one negative comment with regard to facilities and two negative comments with regard to services/programs; Philippine Overseas Employment Administration (POEA) – five, with regard to facilities and 57, with regard to services/programs; Professional Regulations Commission (PRC) – five, with regard to facilities and 110 with regard to services/programs; and Technical Education and Skills Development Authority (TESDA) – 11, with regard to services/programs.
The Contact Center ng Bayan also received seven negative comments in terms of services/programs.
A total of 212 corrective actions, or 99.5 percent, were done to address the negative remarks, with all of the abovementioned DOLE offices and attached agencies providing corrective action on 100 percent of the concerns, except for TESDA with only 91 percent.
Client’s satisfaction is monitored and analyzed through the Customer Satisfaction Feedback (CSF) form that reflects comments, responses, and sentiments of the public transacting official business with the DOLE. It is a standardized form developed for program implementation, both at the local and overseas operations and policy services.
Clients may fill out the CSF form available at the desks of Public Assistance and Complaint Unit (PACU) and Action Officers and at the entrances/exits of the DOLE building. Clients may drop the filled out form in the designated drop box.
The feedback system, established to allow the transacting public to bring up their concerns or complaints involving key processes, inquiries, and suggestions, is part of the DOLE Citizen’s Charter crafted in compliance with Republic Act No. 9485, otherwise known as the Anti-Red Tape Act (ARTA) of 2007. The Charter elevates the DOLE key frontline services to higher level of transparency as it adheres to the elimination of bureaucratic red tape.
Secretary Baldoz, in the Department’s compliance with the ARTA, said that the DOLE is steadfast in its effort to serve the Filipino workers with utmost integrity and efficiency.
The labor and employment chief took pride that 100 percent of all DOLE offices are now implementing the Citizen’s Charter. It includes maintenance of the electronic billboard; maintenance of the DOLE Citizen’s Charter and its Citizen’s Feedback System; maintenance of the Public Assistance and Complaint Unit (PACU) or Action Office Desk; maintenance of Anti-Fixer Tarpaulins/Signage and Calling Cards; maintenance of the DOLE Vision, Mission, and Performance Pledge; and validation of the agencies’ compliance through the submission of reports.
Moreover, in 2013, in the Survey of Enterprises on Corruption conducted by the Social Weather Stations (SWS), the DOLE was among the 24 government institutions rated for sincerity in fighting corruption. The Department ranked second among four government agencies with a ‘good’ net rating of +43. The three other agencies with net ‘good’ ratings are the Department of Education, +49; Supreme Court, +36; and Department of Justice, +35.
“The results of the survey could be a proof that the DOLE’s head-on fight against graft and corruption, which has been intensified, is gaining more traction,” Secretary Baldoz said.
The labor and employment chief likewise recalled that in 2013, 105 DOLE offices were covered by the Civil Service Commission’s ARTA Report Card Survey. Nine DOLE offices garnered an excellent rating; 1 office garnered an outstanding rating; 52 offices garnered a good rating; and 27 offices garnered an acceptable rating.
Also in the same year, the DOLE – Cordillera Administrative Region and the Overseas Workers Welfare Administration (OWWA) Regional Welfare Office in San Fernando, La Union were awarded the Seal of Excellence, which is granted to institutions which have been conferred Center for Excellence in the development/innovation of three or more HR areas and/or played pivotal role subject to the recommendation of a Certifying Board composed of HR practitioners/experts representing various sectors.
“Along with the DOLE Citizen’s Charter comes the greater challenge for all the officials and staff of the Department to deliver key frontline services in the best interest of the public we serve – the Filipino workers,” Secretary Baldoz finally said.