Based on the premise that “you cannot manage what you cannot measure,” the CSC formulated an Enterprise Scorecard
that breaks down the Strategy Map (strategic objectives) into specific measures and annual targets.
About the 9 Measures
Measure 1: Percentage of agencies compliant with PRIME-HRM Maturity Level Indicators
The Program to Institutionalize Meritocracy and Excellence in Human Resource Management (PRIME-HRM) is a mechanism that empowers government agencies by developing their human resource management competencies, systems, and practices toward HR excellence. PRIME-HRM enables agencies to achieve HR excellence through its three components: ASSESS, ASSIST, AWARD. First, the CSC assesses the maturity level of the agency’s HR competencies, systems, and practices. Then, the CSC provides technical assistance and developmental interventions according to the agency’s HR needs. Lastly, the CSC recognizes and rewards agencies for HR excellence.
Accreditation on good people management practices by an international certifying body on HR and OD using global standards
CSC aims to be the first government agency accredited by an international certifying body on human resource and organizational development for its observance of good people management practices. The grant of accreditation to CSC will serve as a model for agencies in their own compliance with the PRIME-HRM Maturity Level Indicators.
Measure 2: CSC Client Satisfaction Rating (CSC frontline services)
Under Republic Act No. 9485 or the Anti-Red Tape Act (ARTA), the CSC shall subject offices and agencies providing frontline services to the Report Card Survey (RCS), a mechanism used to obtain feedback and assess agencies’ performance in terms of frontline service delivery. Since 2011, the CSC has subjected itself to the RCS. So far, it has consistently received a rating of Good. At the regional level, CSC Regional Offices 1 and 12 have earned an Excellent rating for two years in a row, while CSC-CARAGA was rated Excellent in 2013.
Measure 3: Percentage of most complained service offices surveyed under ARTA
Breakthrough Important Goal (BIG) #1 - Percentage of most complained service offices passing the ARTA-RCS
Under ARTA-RCS, a service office may be rated as Failed, Acceptable, Good, Outstanding, and Excellent. Those that receive a rating of Excellent may be conferred the Citizen’s Satisfaction Center Seal of Excellence upon validation, while Failed offices will be subjected to the Service Delivery Excellence Program (SDEP), an intervention for agencies to further develop their services and prevent them from failing another RCS in the future.
Measure 4: Percentage of agencies with approved Strategic Performance Management System
Breakthrough Important Goal (BIG) #2 - Percentage of agencies with functional SPMS
The Strategic Performance Management System (SPMS) is a performance management system with the following objectives: (a) to concretize the linkage of organizational performance with the Philippine Development Plan, Agency Strategic Plan, and Organizational Performance Indicator Framework or OPIF; (b) to ensure organizational and individual effectiveness by cascading institutional accountabilities to the various levels of the organization; and (c) to link performance management with other HR systems. Agencies craft their own SPMS based on CSC’s guidelines and have it approved by the latter.
Measure 5: Number of ISO-certified processes
ISO 9001:2008 is an international standard belonging to the ISO 9000 family of standards, which deals with Quality Management. ISO 9001:2008 guides organizations on how to define and standardize how things are done. The results:
1. Internal procedures are controlled and consistent.
2. It becomes easier to identify and solve problems, thus leading to continual improvement.
3. Clients will receive consistent, good quality service.
Measure 6: Breakthrough Important Goal (BIG) #3 - Percentage of cases decided within 40 days from the time the case is ripe for resolution
As a quasi-judicial body, the CSC hears and decides on administrative cases instituted by or brought before it directly or on appeal, including contested appointments. To deliver better legal service to its clients, it shortened the target resolution time for administrative cases from 60 days as prescribed by law to 40 days.
Measure 7: Percentage of CSC employees meeting their mission-critical job competency standards
The CSC has developed competencies—observable, measurable and vital skills, knowledge, and attitudes deemed essential for organizational success—that can be applied to various HR systems, including recruitment, performance management, compensation planning, and learning and development. Mission-critical competencies are the essential competencies needed to attain CSC’s targets in the scorecard.
Measure 8: Amount of financial support from partners
Measure 9: Number of priority programs implemented through technical cooperation with local and international partners
Strategic local and international partnerships enable the CSC to widen its network and to source funds so that its efforts achieve greater impact. Partnering and networking -- or the ability to build, develop, and utilize collaborative relationships with local and international partners to facilitate the accomplishment of CSC goals -- is so important that it is one of the seven leadership competencies honed among CSC leaders.