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PIA Press Release
2006/12/26

CSC introduces PASADA to evaluate service delivery

by Andrew Doga-ong

BONTOC, Mt. Province (26 December) -- To institute further reforms in the government bureaucracy, the Civil Service Commission (CSC) is embarking on a proactive mechanism to promote moral, efficiency, integrity, responsiveness and courtesy in the government service.

The Public Service Delivery and Audit (PASADA) is the CSC's latest innovation to improve service delivery in the bureaucracy. It provides a mechanism in which the performance of government frontline services can be systematically checked and evaluated.

Orienting members of the Bilis Action Partners and the Human Resources Management Officers of government line agencies and the local government units, CSC Mt. Province Field Office Sr. Personnel Specialist Anita Verina Paredes said the PASADA program involves creating a pool of volunteers task to assess and monitor how government frontline services are delivered. Paredes said these volunteers will simulate and empathize with the experience of ordinary clients as they transact business in government offices.

Posing as regular clients, the PASADA volunteers will visit offices to evaluate frontline services focusing on the service provider, the quality of service and the physical working condition of the office. Pasada Volunteers will submit feedback to the CSC through the Volunteers Checklist, an evaluation tool that hopes to capture what the volunteers felt, saw and experienced during their transaction.

Paredes said the concept of PASADA is not new in Mt. Province as the CSC Field Office and the Provincial Council of Personnel Officers in partnership with the private sectors has been assessing offices through its interagency clean and green search.

The PASADA program also aims to identify, document, commend and promote best practices in public service delivery while assisting agencies improve the identified problem areas in their public service delivery.

Agencies rated as Excellent will receive CSC Zeal of Excellence, Very Good -- Certificate of Recognition, Satisfactory -- Letter of Commendation, Needs Improvement and Poor -- Letter Stating Result of Audit and Recommend for Improvement. (PIA-MP) [top]

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