Demonstrating its continued adherence to efficiency and integrity in public service, the labor department maintained an excellent satisfaction rating from the clients served, based on the third-quarter report of the client satisfaction measurement (CSM) survey.
Citing the CSM report of Undersecretary Felipe N. Egargo, Jr., who also sits as the agency’s Chairperson of the Committee on Anti-Red Tape (CART), to Labor Secretary Bienvenido E. Laguesma, the department attained a 99.575 percent satisfaction rating, surpassing its previous quarter score of 99.195.
“This impressive increase can be attributed to the improved ratings of several frontline services such as the application for livelihood project assistance, conduct of technical safety inspections for permit issuance, issuance of letters of approval or disapproval for construction safety and health program applications, registration of workers’ association, among others,” said USec Egargo in the report.
The report reflected the overall experience, expectations, and satisfaction of 56,580 or 73.255 percent out of the 77,237 clients served by the DOLE Central Office and its 16 Regional Offices, who participated and responded to the CSM survey.
Of this number, 98.915 percent of the respondents-clients availed various services from the regional offices, while the remaining 1.085 percent were from the DOLE Central Office.
Among the frontline services that were rated outstanding by the clients were the processing of payments through modified disbursement system/commercial checks/list of due and demandable accounts payable with advice to debit (LDDAP-ADA), processing of leave application, request for service records, and borrowing and returning of books and other reading materials.
Other services that the clients also gave an outstanding rating were the registration of collective bargaining agreements, application for accreditation of co-partner, registration of union, clearing of technical plans for mechanical equipment and electrical installation, issuance of certificate of appearance for professional mechanical engineer/professional electrical engineers, application for job fair clearance, and application for job fair permit.
CSM is the government’s after-service availment survey that assesses clients’ overall satisfaction and perception covering eight service quality dimensions: responsiveness, reliability, access and facilities, communication, costs, integrity, assurance, and outcome.
