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Feature: CSC's "PASADA" allowsperformance monitoring for client satisfaction

by ES Subong

Iloilo City (3 September) -- Utmost client satisfaction is still primary goal of Civil Service Commission (CSC) as it celebrates its 107th anniversary this September.

PASADA or Public Service Delivery Audit 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.

CSC chair Karina David said the target offices for the PASADA 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.

David said frontline service units are the government's first line of contact with the citizenry and utmost client satisfaction in government transactions should be ensured at all times.

"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," David said.

The CSC rolled out PASADA nationwide in August 2007 by fielding "undercover agents" who 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.

David said 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 identify which government agencies need assistance in improving client service. (PIA 6) [top]

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