Overview

Client
Feedback
Service Improvement
Satisfaction
GOOD GOVERNANCE

Section 16

General Welfare
Section 17

Basic Services and Facilities

Customer-centered PA
The mission of the government is
to meet the needs of the customer
(citizen), not the bureaucracy
Osborne and Gaebler, 1992

A SHIFT IN PUBLIC
ADMINISTRATION

Traditional Public Administration

New Public Administration
New Public Management
Dichotomy of Politics and
Administration

Housing
Surveys

Census
Market
Research
Surveys
Political
Preference
Survey

Academic
Studies

Opinion
Polls

Personnel
Performance
Evaluation

Political surveys and Citizen Report

Cards
Political surveys focus on the likelihood of
behaviors to be expected from voters
Example of providers: Pulse Asia, SWS

Citizen Report Cards focus on policy and

administrative decisions on service
delivery improvement

Why listen to citizens?

Citizens are the final beneficiaries of
government work and public expenditure
Source for local issues and citizens needs
High value decisions for resource
allocation and policy formulation
Inclusive governance: people are part of
decision-making process

Contextualizing CSIS

What is CSIS?
The Citizen Satisfaction Index System is a set
of data tools designed to collect and
generate relevant citizens feedback on local
governments service delivery performance
and on the citizens general satisfaction.

A bit of History

2000
Initial tool

LDW
CSIS

2003
LPPMS
+
LDW

2010 2011 2012 2013

V2V PIPELOG
LG Watch

Draft Questionnaire
Fieldwork
CSIS MC
Pilot Testing 1
Pilot Testing 2
Development of
Utilization Conf
Concept for CSIS
Analysis

First 34
Cities

Development

Pilot Testing
2012-2013
WHAT DID WE DO?

Dry Run of Fieldwork Protocols

Testing of CSIS Questionnaire
Testing of Reporting Method
Formulation of Analysis Plan
Dry Run of the Conduct of Utilization Conference

Pilot Testing
2012
PHASE I
Sto Tomas, Batangas
Iloilo City
El Salvador, Mis Or.

PHASE II
Lipa City
Kalibo, Aklan
City of San Juan
Tagoloan, Mis. Or

Implementation in Cities
2013-2015
2013 34
2014 52
2015 56

National Targets

2013
34 Cities

2014
52 Cities

2015
56 Cities

2013
Baguio
Laoag
Candon
Tuguegarao
Balanga
Cabanatuan
Mabalacat
Olongapo
San Fernando
Tarlac
Batangas
Lipa
Sta. Rosa

Lucena
Puerto Princesa
Legazpi
Tabaco
Naga
Masbate
Sorsogon
Iloilo
Bacolod
Kabankalan
Sagay
Cebu

Calbayog
Dipolog
Oroquieta
Ozamiz
Cagayan de Oro
Davao
Kidapawan
Tacurong
Surigao
Bislig

Batac
Vigan
San Fernando
Dagupan
Santiago
Meycauayan
Science
City of Munoz
Angeles
Tanauan
Cabuyao
Calamba
Antipolo
Calapan
Ligao
Iriga
Roxas
Silay

2014

Talisay
Lapu-Lapu
Mandaue
Dumaguete
Calbayog
Dapitan
Pagadian
Malaybalay
Valencia
Iligan
Digos
Cotabato
General Santos
Koronadal
Bayugan
Cabadbaran
Butuan
Tandag

Tabuk Caloocan
Las Pias
Makati
Malabon
Mandaluyong
Manila
Marikina
Muntinlupa
Navotas
Paraaque
Pasay
Pasig
Quezon
San Juan
Taguig
Valenzuela

Alaminos
San Carlos
Urdaneta
Cauayan
Ilagan
Malolos
San Jose del
Monte
San Jose
Gapan
Palayan
Bacoor
Cavite
Dasmarias
Imus

2015

Tagaytay
Trece Martires
Bian
San Pablo
San Pedro
Tayabas
Passi
Bago
Cadiz
Escalante
Himamaylan
La Carlota
San Carlos
Sipalay
Victorias

Tagbilaran
Bogo
Carcar
Danao
Naga (Cebu)
Talisay
Toledo
Bais
Bayawan
Canlaon
Guihulngan
Tanjay
Borongan
Baybay
Tacloban

Ormoc
Catbalogan
Maasin
Isabela
Zamboanga
Tangub
Gingoog
El Salvador
IGACOS
Panabo
Tagum
Mati

Service Areas

HEALTH

PUBLIC WORKS AND

INFRASTRUCTURE

SUPPORT TO
EDUCATION

GOVERNANCE
AND RESPONSE

SOCIAL
WELFARE

AGRICULTURAL
SUPPORT

ENVIRONMENTAL
MGMT

TOURISM
PROMOTION

Criterion Reference Rating

Methodology
Multi-stage probability sampling
150 respondents were chosen in proportion
to the population (8 margin of error at 95%
confidence level)
Respondents
Male and female
18 years old and above
Residing in the city for at least 6 months
during the time of interview

What is multi-stage probability

sampling?
Population

Sample
Barangays

Barangays were selected

based on their share in
population
Sample
Spots

Number of sample spots were

determined based on the share
of population of the barangay

Households

Households were
selected with a set
interval from a starting
point
Respondent

Randomly
selected
through a Kish
Grid

Core Concepts
SOCIO-DEMOGRAPHICS
AWARENESS AVAILMENT SATISFACTION IMPORTANCE
BEHAVIORAL CONSEQUENCES OF SATISFACTION
Review 2013-2014 Results

Citizen Satisfaction Index System

Implementation Process

Targeting
of Sites
and LRIs

Training
of LRIs

Fieldwork

Utilization
Conference

Monitoring
and
Evaluation

Current Development Efforts

Audio-Visual Promotion Materials for CSIS
Inclusion of CSIS in the Rationalized
Planning System
Development of Information System

Parallel Efforts on Citizen and

Civil Society Participation
TA Program for LRIs on the Use of CSIS
Results
Electronic Watch
Mapping of Provincial CSO Networks

Implementation
2016

2016

15 Provinces
16 Municipalities

THANK YOU!