Moreover, the satisfaction rating for the first quarter of the fiscal year 2018 and fiscal year 2019 are shown in Figure 2 to make a comparison on the results of the survey.
There is an increasing trend in the satisfaction rating based on the results of the survey for the two quarters, hence, implying an increasing trend on the net satisfaction ratings. A difference of 6.67% in the overall satisfaction rating from the year 2018 to the year 2019 has been observed. This is an indication that the office has successfully implemented the improvements and innovations for the welfare of the clients in the CRS Outlet.
To know the awareness of the various policy-adhering posters and materials located in the outlet, five variables were included in the questionnaire.
Based on the results as shown in Table 2, majority of the respondents which constitutes 85.34% have claimed that they are aware of the Express Lane for Senior Citizens, Pregnant Women and Persons with Disabilities. The express lane is pursuant to Republic Act No. 9994 otherwise known as the “Expanded Senior Citizens Act” and Batas Pambansa Bilang 334 otherwise known as the “Accessibility Law” which entitles all government offices to establish priority lanes for Senior Citizens and Persons with Disabilities (PWDs) in their respective offices. This privilege has been extended by the office to women with infants and small children to ensure that they are also given priority upon transacting in the Civil Registry Service Outlet.
Table 2. Respondents/Clients’ Awareness on Various Policy-Adhering Posters and Materials
Moreover, 84.67% of the respondents have claimed that they are aware of the citizen’s charter posted in the outlet and 6.67% have claimed to be unaware of such poster. This could suggest that the location and visibility of the postings are the things to be considered for improvement. Likewise, anti-fixer materials and Public Assistance and Complaints Desks got the highest percentage of unawareness among respondents which constitutes 11.33% and 8.00% of the total sample size, respectively. On the other hand, 80.00% of the respondents have claimed to be aware of the office’s adherence to the “No Noon Break Policy”.
The policy-adhering posters and materials located in the outlet are purposely included in the Customer Satisfaction Survey to inform the clients of their rights and also to show awareness about the policies adhered by the office.
COMMENTS, SUGGESTIONS AND COMMENDATIONS
The respondents’ comments, suggestions and commendations gathered in the survey were enumerated in the table below to have an insight of what needs to be improved and to know the good practices in the CRS Outlet that satisfied and delighted the clients.
Table 3. Comments, Suggestions and Commendations from the Respondents
RECOMMENDATION AND ACTION PLAN
The following tables present the status of the action plans presented in the fourth quarter of 2018 and recommendations and action plans for the current quarter based on the comments and suggestions raised by the respondents during the conduct of the first quarter 2019 CSS;
Table 4.1 Status of the Action Plan of the previous quarter
Table 4.2. Comments and Suggestions from the Respondents and Action Plan of the PSA
Based on the March 2019 Customer Satisfaction Survey, the following conclusions were drawn;
1. The 88.0% overall satisfaction rating obtained from the clients shows that the satisfaction rating of the PSA Serbilis Outlet surpassed the target of 77% and is on an increasing trend compared to the rating in the same quarter of 2018 which is at 81.33%. This is an indication that the office has successfully implemented the improvements and innovations for the welfare of the clients in the CRS Outlet.
2. Among the areas being rated, the ventilation and the space in the outlet got the lowest satisfaction ratings at 76.0% and 78.0%, respectively. The low satisfaction rating of the outlet ventilation could be explained by the sudden breakdown of one (1) air conditioning unit at the time of the survey which was immediately repaired by the service provider the day after. On the space of the outlet, this could somehow suggest for a bigger space requirement considering the volume of clients transacting in the outlet.
3. The resulting figures show that most of the respondents are aware of the policy adhering posters and materials found in the CRS Outlet. This implies that Philippine Statistics Authority has been abiding with the mandated laws and measures to all government agencies.