CUSTOMER SATISFACTION SURVEY
(CSS) AND CITIZEN’S CHARTER IN
SCHOOLS
OBJECTIVES:
1. Review the Citizen’s Charter in Schools;
2. Promote the adoption of a harmonized and
standardized framework in measuring
client satisfaction across all levels of
governance;
3. Walkthrough the harmonized Client
Satisfaction Survey Form; and
4. Walkthrough the preparation of Client
Satisfaction Measurement (CSM) Report.
LEGAL BASES
RA No. 11032. Ease of Doing Business and Efficient
Government Service Delivery Act of 2018
ARTA MC No. 2019-002, s. 2019. Guidelines on the
Implementation of the Citizen’s Charter in Compliance to RA
11032
ARTA MC No. 2022-05, s. 2022. Guidelines on the
Implementation of the Harmonized Client Satisfaction
Measurement.
DepEd Quality Management System (QMS) Manual
Regional Memorandum No. 018, s. 2023. Reiterating the
Continued Implementation of the Standardized Citizen/Client
Satisfaction Survey
CITIZEN’S CHARTER
An official document, a service standard,
or a pledge that communicates, in simple terms,
information on the services provided by the
government to its citizens pursuant to Section 6
of RA 11032.
Services to be Rated through the Schools
Citizen/Client Satisfaction Survey (CCSS)
EXTERNAL SERVICES
1. Acceptance of Employment Application for
Teacher 1 Position (Walk-in)
2. Acceptance of Employment Application for
Teacher 1 Position (Online)
3. Borrowing of Learning Materials from the
School Library/Learning Resource Center
4. Distribution of Printed Self-Learning Modules
in Distance Learning Modality
5. Enrollment (Walk-in)
6. Enrollment (Online)
7. Issuance of Requested Documents in Certified
True Copy (CTC) and Photocopy (Walk-in)
8. Issuance of Requested Documents in Certified
True Copy (CTC) and Photocopy (Online)
9. Issuance of School Clearance for Different
Purposes
10. Issuance of school Forms, Certifications, and
Other School Permanent Records
Public Assistance (Walk-in/Phone Call)
12. Public Assistance (Email/Social Media)
13. Receiving and Releasing of Communications
and Other Documents
14. Reservation Process for the Use of School
Facilities
15. Request for Personnel Records for
Teaching/Non-Teaching Personnel
INTERNAL SERVICES
1. Issuance of Special Order for Service Credits
and Certification of Compensatory Time Credits
2. Laboratory and School Inventory
3. School Learning and Development
CITIZEN/CLIENT SATISFACTION SURVEY
A survey given to any client who acquired
service/s of the Department. It is used to
generate verifiable data and tangible evidence
to assist the Department in determining the
effectiveness of the implemented streamlining
and process improvements through the
identified indicators or service dimensions.
METHODOLOGY OF THE CSM
METHODOLOGY OF THE CSM
METHODOLOGY OF THE CSM
Project SPEEDS (Stakeholders’ Perspective and
Evaluation to Enhance the Delivery of Services)
RATING SCALE AND SCORING SYSTEM OF THE CSM
RATING SCALE AND SCORING SYSTEM OF THE CSM
Example: Acceptance of Employment Application for Teacher 1 Position (Walk-in)
SQD SD D NA nor D A SA R Rating
Responsiveness 1 0 0 29 70 100 99
Reliability 2 10 12 26 50 100 76
Access and Facilities 1 3 1 18 77 100 95
Communication 0 1 0 46 53 100 99
Costs 0 0 0 10 90 100 100
Integrity 0 1 10 16 73 100 89
Assurance 1 1 0 12 86 100 88
Outcome 1 1 0 10 88 100 98
Overall 6 17 23 167 587 800 94.25
The Overall rating is 94.25 which has a descriptive rating of Satisfactory
DRAFTING THE CSM REPORT
DRAFTING THE CSM REPORT
SUBMISSION AND PUBLISHING OF THE CSM REPORT
VERIFICATION
UPDATED TIMELINE OF SUBMISSION
HARMONIZED CSM REPORT OUTLINE
HARMONIZED CSM REPORT OUTLINE
HARMONIZED CSM REPORT OUTLINE
HARMONIZED CSM REPORT OUTLINE
HARMONIZED CSM REPORT OUTLINE
DM-PHROD-2021-0165
“the establishment of a harmonized
client/citizen satisfaction survey is an eligibility
criterion for the grant of the Performance-Based
Bonus (PBB)”
ARTA MC No. 2022 – 05 Series of 2022
GUIDELINES ON THE IMPLEMENTATION OF THE
HARMONIZED CLIENT SATISFACTION
MEASUREMENT
