I illlilil1ilIililililil]fl iltiltililililfl tfl
NCR-2023-06-29-004 D!LG
tt
Republic of the Philippines
DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT
NATIONAL CAPTTAL REGION
4s Flool Annex Building - SRA, Sugar Center Compound, North Avenue, Diliman, Quezon City
1ryp1ry.ncr.dilo.oovoh
MEMORANDUM
$
RELEASED
TO CITY DIRECTORS AND PATEROS MLGO JUil 2I
ATTN FIELD OFFICE PACH FOCAL PERSON m
N
SUBJECT UPDATES ON QP-DILG-PACS.RO-22 RE: PROVIS!
OF PUBLIC ASSISTANCE AND COMPLAINTS
HANDLING
DATE JUNE27,2023
REFERENCE Memorandum entitled: Updates on
QP-DILG-PACS-RO-22 re: Provision of Public
Assistance and Complaints Handling
SUMMARY Effective June 1, 2023, the Client Satisfaction Survey
(available in English and Tagalog) with the Document
Codes FM-QP-DILG+ACS-RO-22-05A and
FM-QP-DILG-PACS-RO-22{5B shall be used in the
Provision of Public Assistance and Complaints
Handling.
The Controlled Copies and editable forms of which can
be accessed through the Documented lnformation
Management System (DIMS).
ACTIONS REQUIRED
All process owners concemed are directed to use the new Client Satisfaction Survey
in their provision of public assistance and complaints handling'
For compliance.
MARIA{OURDES L. AGUSTIN, CESO II!
Regional Director, DILG-NCRf
oROiMLLAJABC/PlU/chayi
ENCL : Memorandum lrom the Ofrce of Asec Aldana dated May 25' 2023
"Matino, Mahusay, at l$aaasahan"
Tel. (02) 887e3a5a bc. 8601 | ord dilgncrragmail com
DILG
a
Republic d the Philippines
DEPARTMENT OF THE INTEROR AND LOGAL GOVERNMENT
DILG-NAPOLCOM Center. EDSA cor. Quezon Avenue, WestTriangle, Quezon City
r{,ryui-g] (l.g-rlY ;t'l
MEMORANDUM
FOR ALL DILG REGIONAL DREETORS
ATTENTION : REGIONAL QMS SECRETARIAT
SUBJECT UPDATES ON OP-DILG-PACS-RO-22 RE: PROVISION OF
PUBLIC ASSISTANCE AND COiIPLAINTS HANDLING
DATE May 25.2423
This pertains to the Document Control Request (DCR) prepared by the Public Affairs
and Communication Service (PACS) and approved by the Overall Deputy Quality
Management Representative.
Relative thereto, please be advised of the update/revision efiective June 1, 2023, to
wit:
QP-DILG+ACS.RO-22
Provision of Public Assistance and Complaints Handling
For Creation:
Document Gode Document Title Creation
F I\,f -Q P-D I L G- PAC $ RO-22- Client Satisfaction Survey 00
054 (English Version)
FM-Q P.D I LG-PAC9RO.22- Client Satisfaction Survey 00
05B (Tagalog Version)
tror Revision:
Document Gode Document Title Revision
F G-PACS-RO-22-O4 Status Monitori 01
The Controlled Copies and editable forms can be accessed thru the Documented
tnformation Management System (DIMS)-
Should you have questions and concerns, please coordinate with the FMS-
Management Division through e-rnail at dilqcomanaqement(cDqmail.corn or phone at
(02) 8925{338.
"Matino, MahusaY at ilaasahan"
Trunkline No.: 887G3454
For your information.
/LftQ^a^,q
ROMARB. PANGANIBAN
Chief, Management Division
Central Document Controller
Noted by:
ESTER A. ALDANA, il
Assistant Secretary for Administration, Finance and Comptrollership
Overall Deputy Quality Managernent Representative
OASFC/FMSMD/RBP/rbp
cc: Marlo S. Guanzon. PH.D-
Director. Public Affairs and Communicdidt Service
Overall Deputy Qudity Management Representative
Document Code
DEPARTMENT OF THE INTERIORAND LOCAL GOVERNMENT
FM -Q P-DItc-PACS-R O -22-OS A
DILG PUBLIC ASSISTANCE AND COIUPTAINTS HANDTING
Rev.l{o. )ate
CLIENT SATISFACTIO N SURVEY 00 06.01.23 1of1
1@ Irlamo aF l-lffiro /flnarnrinn I lnif ,
by DILG Personrrel Name of Seruice Provided: PROVISION OF PUBLIC ASSISTANCE AND COMPUTINTS HANDLING SERVICE
Dear Client,
Kindiy fiil-up thts survey tbrm and let us know your expenence while transacting ofhcral business with us. DILG shaii comply with the
Republic Act No. lOU3 or the Data Privacy Act of 2072; any personal information you choose to share will be kept confidential
Type: f] Citizen D Business fl Government (Employee or from another agenry)
Client
Age: n Below18y/o ZL8-24y/o O25-34y/o D35-44y/o O45-54y/o 455-64y/o J65y/oandabove
Name (optionall Contact number:
Gender: Email address:
Address:
Instructions: Put a check mark (r') beside the statement that best describes your awareness and experience in using the DILG Citizen's
Charter (CC). The Citizen's Charter (CC) is an official document that reflects the services of a government agenry/office including its
and others.
CC1. Which of the followi ng best describes your awareness of a CC?
E 1. I know what a CC is and I saw this office's CC.
E 2. I know what a CC is but I did NOT see this office's CC.
E 3. I learned of the CC only when I saw this office's CC.
tr 4. I do not know what a CC is and I did not see one in this office. (Answer 'N/A' on CC2 and CC3)
CC2. If aware of CC (answered 1-3 in CC1), would you say that the CC of this office was:
E 1. Easy to see tr 4. Not visible at all
E 2. Somewhat easy to see n 5. N/A
D 3. Difficult to see
CC3. If aware of CC (answered codes 1-3 in CC1), how much did the CC help you in your transaction?
D 1. Helped very much D 3. Did nothelp
E 2. Somewhathelped tr 4. N/A
Instrucfons: For the items, a check mark on the column that best describes satisfaction level.
aa
Strnnolrr Aorce Neither ll isagrpe Strongly
Agree Agree nor Disagree
Disagree
SQDl: Reliability
The office provided the necessary assistance/
information I needed.
SQD2: Responsiveness
I am satisfied with the promptness and willingness of
the staff to provide the service/ assistance I availed of.
SQD3: Communicadon
The service/request I needed was sufficiently explained
to me by the st.aff.
SQD4: Integrity
The staff displayed a high moral/ethical principles in
providing service/assistance.
SQD5: Assurance
I was treated courteously by the staff, and (if asked for
help) the staff was helpful.
SQD6: Access & Facilities
The office followed the transacrion's requirements and
steps based on the information provided in their
citizen's charter.
SQDT: Outcome
I received the service/assistance I needed.
Suggestions on how we can further improve our services:
Date Accomplished:
TIIANK YOU!
DEPARTMENT OF THE INTERIORAND LOCAL GOVERNMENT l)ocunrent Code
PUBTIC ASSISTANCE AND COMPTAINTS HAi{DLING FM-QP-DILG-PACS-RO-z 2 -0 58
lev. I{o.
CLIENT SATISFACTION SURVEY
ng Pangalan ng Opisina/Operating U nit:
Personnel Uri ng Serbisyo na ibinigay: PROVISION OF PUBLIC ASSISTANCE AND COMPIIIINTS HANDLING SERVICE
Mlnamahal Naming Kliyente,
Pakisagutan ang sarbey na fto at ilahad ang inyong mga puna sa serbisyong aming ibinigay. Ang DILG ay sumusunod sa Batas Republika
Blg. 10173 o angData Privacy AA of 2012; mananatilingconfidentral ang mga personal na impormasyong maibabahagi.
Kliyente: n Mamamayan tr Negosyo fl Gobyerno (Empleyado o galing sa ibang ahensiya/opisinaJ
Uri ng
Edad: E 18 anyos pababa tr 18-24 anyos A 25-34 anyos E 35-44 anyos tl 45-54 anyos f} 55-64 anyos n 65 anyos at pataas
a^ht^-t nrrmlrar.
Pangalan foptional)
Kasarian: Email address:
Tirahan:
Panuto: Laryan ng tsek [/) sa tabi ng pahayag na naglalarawan ng inyong kaalaman at karansan sa paggamit ng Gabay ng Mamamayan
ng DILG Ang Gabay ng Mamamayan ay isang dokumento na nagpapakita ng mga serbisyo ng isang tanggapan ng pamahalaan at mga
kaakibat at
CC1. AIin sa mga sumusunod ang naglalarawan ng iyong kaalaman sa CC/Gabay?
D 1. Alam ko kung ano ang Gabay, at nakita ko ang Gabay ng tanggapang ito.
I alam ko kung ano ang Gabay, ngunit hindi ko nakita ko ang Gabay ng tanggapang ito.
Z.
E 3. Nalaman ko kung ano ang Gabay noong nakita ko nakita ko ang Gabay ng tanggapang ito.
tr 4. Hindi ko alam kung ano ang Gabay, at hindi ako nakakita ng Gabay sa tanggapang ito. fPiliin ang N/A sa CCZ at CC3.)
CC2. Kung alam ang Gabay, masasabi mo ba na ang Gabay ng tanggapang ito ay:
tr 1. Madaling makita tr 4. Hindi makita
AZ.Bahagrang nakikita tr 5. N/A
D 3. Mahirap makita
CC3. Kung alam ang Gabay, gaano nakatulong ang Gabay sa iyong transaksiyon?
tr 1. Lubos nanakatulong tr 3. Hindi nakatulong
tr 2. Bahagyang nakatulong tr 4. N/A
Panuto: Para sa sumusunod na bilan tsek column na antas
Lubos na Sumasang- Walang Hindi
@
Lubos na
suruasan8- ayon kinikilingan sumasang htncii
ayon sa alin-mang ayon sumasang-
ayon
SQD1. Pagkamaasahan
I{ail.ricarr
trdtL-r6uJ hd
tt6 tinoorh.n
Eii66gt,utt .ho kinakailrnoan
rLrrrs^rqrrsrrou., na
tulong/impormasyon para sa aking transaksiyon.
SQD2. Kakayahang tumugon
Nasiyahan ako sa maagap, tama at kahandaang serbisyo na
naibigay batay sa aking kahilingan.
SQD3.komunikasyon
Naipaliwanag nang maayos at simple ng kawaning nag-
asikaso sa akin ang kinakailangan kong serbisyoTkahiiingan.
sQD4.lntegridad
Nagpakita ng mataas na moral at prinsipyong etikal ang
kawaning tumulong/humarap sa akin.
SQD5. Katiyakan
Matulungin at magalang ang pakikitungo ng mga kawaning
nag-asikaso sa akin.
SQD6. Kahandaan at Pasilidad
Sinunod ng tanggapan ang mga kahilingan at hakbang na
kinakailangan ng kliyente batay sa impormasyong kanilang
ibinibigay.
SQD7. Resulta
Natangsap ko ang kinakailangang tulong mula sa tanggapan
Mga mungkahi sa kung paano pa mapapabuti ang aming serbisyo:
Petsa kung kailan nasagutan:
MARAMING SAUTMAT!
DEPARTI'IENT Of 'tllE INTEIUOR AND LOCAL C()VERNMENT
@ Public Assistance and Complaints Handling
Status Monitoring Report
Fif {P,Dlui-PAC$RO-22{{
I 6.01.21 I
BUREAU/SERVtCE/OFFtCE:
NAIT|E OF
CURREI{T PERIOD:
NAME/ATTDRESS/ CONTACT' DATE RILEASTD DAfi FEEDBACIV
REFERENCE C(IDE CONCERN REPI'RISEN? fO REMARKI
ilo. / [MArr IDDRESS TO RECORDI; CONTACT
MODE STATUS CLTENI
Taryst Actual PERSCN
llv | \ored B),1
Dlvtslon Chl !f
