The Civil Service Commission (CSC) plays a significant role in the good governance and anti-corruption efforts of the government, being the lead agency in the implementation of Republic Act No. 9485 or the Anti Red Tape Act of 2007 (ARTA).
The CSC’s Integrated Anti Red Tape Program (iARTA), a loop of initiatives, serves as its primary tool to combat bureaucratic red tape. iARTA dares government agencies to change mindsets and reverse the old service delivery model that puts primacy on the agency by instead placing citizens at the center of service delivery. iARTA helps curb red tape and corruption as it:
- Expands access to public service information that matter through the Citizen’s Charter;
- Addresses the needs of citizens for efficient services by attending to requests ranging from simple information to complex government support services through the Contact Center ng Bayan (CCB) which services 8888 Citizens’ Complaints Hotline;
- Maximizes participation and exacts accountability by collecting feedback on quality of services through the Report Card Survey (RCS);
- Provides technical assistance to government agencies to improve services through the Service Delivery Excellence Program; and
- Rewards agencies that have shown consistent high quality services with the Citizen’s Satisfaction Center Seal of Excellence
From 2010-2016, several agencies were subjected to the RCS. Selection of target agencies was based on high-density transactions and number of complaints or feedback received. Focus was also given to local government units and agencies providing social services.
The RCS measures service offices’ compliance with the provisions of ARTA such as posting of the Citizen’s Charter, anti-fixer initiatives, wearing of ID and/or having nameplates for service providers, attended Public Assistance and Complaints Desk, and observance of the No Noon Break Policy.
It also determines overall client satisfaction in terms of overall service quality of the agency, and perception on physical setup and basic facilities of the office.
In support of the next Philippine Development Plan 2017-2022 which envisions a Citizen-Centered, Clean and Efficient Delivery of Public Goods and Services, the CSC partners with the National Competitiveness Council in using iARTA as a tool to improve the country’s global competitiveness ranking. For 2017, government offices identified under the Ease of Doing Business Indicators will go through the RCS, specifically in the areas of Starting a Business, Dealing with Construction Permits, Registering a Property, Trading Across Borders, and Paying Taxes.