The Development Academy of the Philippines (DAP) has commenced the conduct of the first Business Satisfaction Survey (BizSat) in 10 priority government agencies and selected local government units with frontline services dealing with the business sector for the period October 14-25, 2019. The results of the BizSat shall serve as baseline data for the whole of government business satisfaction rating and as basis in developing the service quality standards (SQS) in frontline government service. Through BizSat, government agencies can also recognize priority service dimensions that need further improvement and provide ease in doing business.
The DAP, in partnership with the Government Quality Management Committee, is urging government agencies to improve the delivery of public services and systematize SQS in their frontline services as it continues its five-year project on “Institutionalizing SQS” which started in 2018 and will end in 2022.
In 2018, the DAP conducted a whole-of-government Citizen Satisfaction Survey which covered 3,146 citizens transacting with frontline services of selected national government agencies in the National Capital Region (NCR), Luzon-Pampanga, Visayas-Cebu and Mindanao-Davao. The survey results revealed that the most satisfied respondents were from the NCR while the least satisfied were from Mindanao. The respondents’ average overall satisfaction rating was 8.37, using a 10-point scale, with one being the lowest and 10 as the highest. This was based on the respondents’ level of satisfaction on four aspects of frontline service, namely, service delivery, access and facilities, communication, and payment process.
The DAP and its partners in the government sector hopes to positively impact the quality of service delivery in the country in the coming years.