acrubliba ng SitiDiflis

Eepartment of @trucation
OFFICE OF THE I'NDERSECRETARY
PLANNING, HUMAN RESOURCE AND ORGANIZATIONAL DEVELOPMENT

MEMORANDTIM
DM-PHROrL20Il-{}155

TO Undersearetarie3
A$irtatrt Secaetarie8
Region.l Dtrcctor6
SchooIG Divieion Superintendents
Publi. Elem€ntary and Secondary S<hool Heads
All Othera Concerned

/--LDD.
FROM pQusf.n- rvr.lrEo
Unle+{ecretary for Plarnin& and Hurnan Resource and
Orgaiizationa.l Developnent

SUB]ECI Irnple efltotiot of the Stafidqtdized CitizedClieat Sati{adioa

5ft1)e! (CCg$ Fortn iri the Dey'airnefi of Educatio

DATE 04 Ma.ch 2021

To ensure continuous govemEent improvement towalds sea[rless public delivery, all

goveinment agencies are required to submit a report on the result of thei client satisfaction
survey every firal yeat (FY). Such requircrnent ie anchored in Republi. Act (RA) No.11032
or the Ease of Doing Bi,rsifless and Efrcient Gooemment Setuice Delioery Act of 2078 a,].d
Memorandunr Circular (MC) No. 2m9{02 dated August 13, 2019. enh,tled, Guidelines on lhc
hnplenentation of tle Citizefl's Charter ifl Contplidnce to M 17032. ln additioo sheadining of
activities and the establishment of a harmoniz,ed client/citizen satrs{achon suwey is an
eligibility citerion for the grant of the Performance.Based Bouus (PBB) specified in MC
No. 202).1 issued by the krter-Agency Task Force (AO25 IATF) on the Haimonization of the
National Govemrnent PerforEEnce Monitorin& lnJorrnation and Reporting SysteEL

Fortunately, unit3 in the Department of Education (DepEd) have tleen in collatrcratioi to

ach.ierze favorable ratings on client satisfaction (CSAT) since 2019. This is in cognizance of the
importance of clienl feedback in the assessment of the quality of our s€reice delivery. Data
collected from surveys recognized the areas with satisfactory sergice delivery and idortified
those needing improvement and intervention.

This year, to further improve the Depa*menfs efforts in gadrcring feedba& on our Eereices,
the Bureau of Human Resource and Organizational Development Or8anization -
RIxm r02!Ri*l EriHitrg, D.pEd C@rpls, M.Bl@ Ar." PsiB Cig 160l)
T.Lphon. N.-: (or) 36r!7ax I T.La.r No; (oz) 353'r-349.1
Fjruil AddB: ud.rhFd6ldlPd{or.lh I wdrit : yn.d.tEd.tdph
Effectiveness Division pIIROD€ED) shall implement the use of a Strnda.dlzed DepEd
Citizevclient Satisfaction Survey (CCSS) Forur.

ln view of this, all DepBd units with services declared in the 2020 Citizen's Charter ar€
requested to us€ the {ollowing templates and references effective inlmefiately:

DOCUMENT LINK
1. CCSS Form (Annex A)
2. Quick Guide in Conducling the CCSS hit. tyl DepEdCCssMaterials
(Amex B)
3. Sample onlile CCSS Form - Google
Iorm used in tie DepEd CenbalOflice bit.lyl DepEdcoFeedback
(Arurx C)
4. List of seryices in luded in the DepEd
www.deped. gov.ph,/ about-deped/ citiz€tls hatter
Citizen's Charter 2020 (1st Edition)

The prescribed survey form Inay be rrodified, giverr *rat all these.onditions ale adhercd to:

1. Survey forms should siate the pivac)r notice (verbatim), in observance of the Data
Privacy Act of 2012.

"The personal inloflnatiotl included ifi this docufiefit shtll ohly be

Ned bt lhc purposes of adfiifiistetikg the suraey. Any perxnal
inhfifiation iflcluded. httein may not be usel- fut Dthet purposes asidr
faom those stakd abooe."

2. The client satisfaction rating matrix should include the pammete$ below.

A. s-point Likert scale with 5 as the highest satisfaction rating and 1 as the lowest;
B. Rating criteria (as defined in MC 202G.1).

Seavice Quality
Dimeniion Des(ripdon

willingness to help, assist, and provide pmmpt service to clients and/or

Responsiveness
buginesses

provision of what was needed and what was promised, in accordance

Reliabilitv
with thc policy and standardE, with zero to a minimal eEor rate

convenimce of locatiorl ample ameniti€s for a con ortable transaction,

Facilities arld the use of clear signage and modes of technology

act of keeping citizens and businesses inlormed in a language they can

Communication
easily understand, as well as listening to their feedback

&E, 1or, Airn Blrdin& D*&l O.a[Lt, M€nk rrw., PrdBClt 16lX)
TcbPhoE No.: @2) 46311206| T.L&r No: OO 86n-i494
Eh.tl Addr.: u4+l!!d€!d.Fd€d.ph I V.h.ir.: rww.&Fd{oy.ph
 satisfaction wiih the timeliness o{ the bitling billing proceas/ea, preferred
methods of pafment pedod, value for monep acteptable range o, costs,
C,o6ts
and qualitative informalion on the cogt of each service

assurance that fhere iE honesty, iustice, fainess, afld trust in each s€rvice
Integrity
while dealing with the cl-ienls and businesges
capability of frontline staff/s to perform their duties, product and service
Assuranc€ knowledge understanding client needs, hetpfulness, and good work
relationships
rate in terms of achieving outcomes or realizing the inlended benefits of
Outcome
eoveanment services

'Note that DepEd units arc only allou)ed to ftrnooe d ffitetiofl iJ it is /.ot appli.able to tlE
senJice/s bein? pfioided.

3. Survey forms should be available/hanslated in the language widely-used in the

locale of the survey.

BHRODOED conveys its gratitude to all DepEd units for th€ ardent support to CSAT - related
activiti$ and requircmelts- This office requestr the samq if not intensifi€d, cooperation on
the adoption of the standardized CCS9 Form. Further, an issuance regarding ihe
institutionalization of a CSAT mechanism in the Departm€nt will be released s€palately.

Ior inquides and/or clarificatioru,

please contact MB. Roce Albo or Mr. Kean AlLarrtc of
BHROD-OED at [email protected], usinS the tubieet line (Name of office)-CcSs.

For your appropriate anri immediate action.

IBHRoD{EDfrAIbo]

ilal Buildio& D.pBd Comprd! Marco . Prig Ci9 16&

f,ooD l02l
^8 &ill-8491
T.LFtorc No.r (02) E63!7206 | T.Lf.,( No.: (0n
EE n Art.tEr [email protected]€n,Dh I V.b.icr w.d.!.il8ev+h
 Annex A

Clhnt/Chltm! Sd.flcdon Sury.y Fo.m Colird tb:

Yosr .rra.hnaa ,,adarr lo u!,
Atld iyoag lf,aBl5n a n na,.aa st anin!

I Ct.ln hdwndon (rruornas]o1 D0 ME ltal

Nan6 (opliord) Dab VlEibd
Pt gdrt (@y.,td) ftas8 Po0b,6{6
.1g

offco vidled
@i.srrrrB hhhla code debib

S6,lrqrd,g dewrp
[. qhd S.lhhcIoi R.dne
Kindy rale dle qudily ot s€rvics p.ovid€d by ft.fing tl€ aprDpdde h.fi. Leaw a5 Ur* f he dt€don ta nol afikdlo fo( tD sofvice.
(lag,€n,9 hsl ang tsDo,lg 0rgsEs.Fd tig ilaq k rItDsan u*ot sa 6&i,trroflg/l6i6nggry. /*rr6rE Mo kui8lto ay t/,di .lig*.trsa
$rbhi.sA D,ran!gap.) '/tgps,r'.,f,rta!&

CRTTERIA
c o a c
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r. RESPO*$IG]fSS lPa6n 60rl

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7. ASSUR TCE (PAGTIITWAL )
,ree da| ldr ! iqxa{,l!it!, rLrM!, .d tilth ..dr *\4..rrh
dotE{ dn tb crb,s .,d t{$s tPrg|il6r e stirdE 4, [email protected]€t

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*leffi{q eel,'rel sairorg tul{Iu psra tE ik
unlsd ng DNID s{,bkyat

ftiy&r r$t : Al6yrl6i

Itx !f,ed ltur hdud.d h tr6 &dtun dbdd dry u u€d br ltE ,r.?0r.sl@ hirdna}es&r,'riid{errE'ik irrr&rr.e
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Annex B
Ouick Gside in Conducting th€ Citiren/Cllant Satisfaclion Survoy (CCSS)
Typo of su.Ysy illelfiod Proce&s
Cli€ni
'1. CrEatB an online CCSS brm through any or
all of lhe following platforms:
. websites or social m€dia accounG
mansged by lhe DepEd centrsl, r€gional,
and schools divisions offices and schools
Onlin6
Online CCSS Form
. Google/Microsoft Forms and othsr data
Cli6nt gathedng software
. Human Resource lnformation System
(HRIS) availaue for intemal servicea in the
offica

2. Embed survev link in all email r6sDons€s

Online CCSS Form

. Sscur€ the conlact number and email addross
Phons/ of cllent and send the CCSS torm vla email
SMS . Read the survey qusstions to lhe client owr
Client Physic€l CCSS Fo.m the phone and write th6 answer8 on lhe
orintod CCSS form
. Post the link or QR Code of the CCSS form
on the transaction windo\,^'!,/all
Online CCSS Form
. IJ possibl€, p.ovide a kiosk wher€ clienls can
access the online CCSS form
. Hand over lhe printed CCSS form to the diont
Walk-in afler each fansaclion
Physical CCSS FoIm
Client . Designate a space where clients could fill out
the form comfoatablv
Face-tetace intervlew
Aqlica e only to Pe6ohs
Read tie survey qucslions lo the clienl and
with Oisabilitf eWDs) and
wriie lhe answers on the printed CCSS form
eldedy who may no6d
€ssistenc6

Ramind6rs:
1. Based on the Client Feedback requiremenl for the grant of PBB lor FY 2021, only
the servicos doclarcd in the 2020 Citizsn's Charier are required to capture c.lient
leedback,
2. Raling criteria (as defined in MC 2020-1) should be complied wilh. However, at thB
discretion of th€ OepEd unit conducting the survey, a critedon not appliceble to th€
nature of ths servics/s off€red can be removed from the list.
3. The CCSS form should use a Spoini Likert scale: s-highest satisfac{ion rating, and
1 -lo\r,est satisfaction rating.
4. ln complianc€ with the Oata Privacy Act of 2012, all survey forms should include a
privacy notice (verbatim) stating the following:

Page'l ol2
 "The peEonal infomalon included in this documant sh€ll only be used
for the putposes of administeing the EuNey. Any personal infomation
includod herein may not be used fot other pwposes a6de from fhoso
statad above.'
5. Survey fo.ms should be available/t.anslat€d in th€ language widelfused in the
locale of the survey.
6. The us€ of the onllne CCSS form over ottr€r survey metiods should be
encouraged. Thi6 can be done by posting the link or QR cods ol th€ onlins torm on
Eansaction windows/walls, websites and online datforms, and through the
indusion ofthe form or its link in email responses.
7. Printed copies ot the CCSS form shouH be made available for transactlons
requiring physical prcsence and in inslances or locales wh€re lhe use of online
brms is not possible (ex. gadget or internet signal is unavailable).
8. V'Vhile th6re are no specifications (color, siz€, thickness) for the paper to be us€d in
th€ir production, printgd CCSS forms must bs cost-efflcient, €ssy to read and use.
s. Personnel in DepEd unils conducting the CCSS should help clients oncount€ring
diffc!ltres rn accomdishing the surv€y forms.

Page 2 ol2
Annex C
Sample online CCSS - Google Form used ln the OepEd Central Offlce

DepEd Central Office Client Feedback

Form
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