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PIA Press Release
2007/09/13

CSC completes "PASADA" audit of Region 8

Tacloban City (September 13) -- Civil Service Commission Regional Office 8 Director Rodolfo Encajonado informed that the Public Service Delivery Audit (PASADA) has been conducted in ten government agencies in Region 8.

Director Encajonado said that PASADA is a program of the CSC to monitor the performance of government frontline services through undercover agents who are actually volunteers who act as clients of over-the-counter transactions in government. The target offices are those that frequently have high volume of clients as well as those most complained about based on reports lodged in CSC's Mamamayan Muna Program.

Director Emcajonado said there is a need to ensure utmost client satisfaction in government transactions. "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 person's positive or negative encounter with a particular agency's frontline service.

To ensure objectivity, each frontline service is audited three times by three volunteers and at different times of the day. The agents transact business as regular customers and discreetly observe how other clients are being attended to or react on the quality of service.

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 result of the PASADA in the ten government agencies and 14 frontline services, Director Encajonado said that there was one service which was found commendable, some are unsatisfactory while the others are satisfactory. Among the ten government agencies are the GSIS, the City Government of Tacloban and the Eastern Visayas Regional Medical Center.

Director Encajonado said that certificates of recognition, letters of commendation, letter stating results of audit and recommendations for improvement of services will be sent to the audited government agencies.

The 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 client service. (PIA 8) [top]

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