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PIA Press Release

PASADA out to monitor government frontline services

by T. Villavert

Iloilo City (7 September) -- There is a need to ensure utmost client satisfaction in government transactions, said Civil Service Commission (CSC) Chair Karina Constantino-David as CSC "undercover" agents were fielded on a nationwide- scale to conduct the Public Service Delivery Audit or PASADA.

PASADA is a program of the CSC to monitor the performance of government frontline services through undercover agents who act as clients of over-the-counter transactions in government.

"Frontline service units are the government's first line of contact with the citizenry. The public perception of the government is either made or unmade by a persons's positive or negative encounter with a particular agency's frontline service," David said.

The CSC press report disclosed that the target offices of the CSC undercover agents are those that frequently have high volume of clients as well as those most complained about based on reports lodged in CSC's Mamayan Muna Program.

The agents rate the behavior of the persons manning the counter, the efficiency and helpfulness of systems and procedures, and the convenience and condition of the waiting area.

The nationwide conduct of PASADA is expected to provide the CSC a much better view of the situation of public service delivery in all regions and enable it to identify which government agencies need assistance in improving service, the CSC press report concluded.

Meanwhile, the CSC enjoins the public to get involved in the Philippine Civil Service's 107th Anniversary celebration this September 2007.

Among the activities lined up by the CSC VI in Western Visayas are: Regional Conference of the Career Executive Officers on September 14 at Sarabia Manor, Iloilo City with Chair David as keynote speaker; Forum on the Challenges in Public Governance; and Government Express Goes to the Mall at the SM City Activity Center. (PIA) [top]

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