Overvie

w
 Client
Feedbac
k
Service
Improvement
Satisfaction
GOOD
The Rationale for Measuring
Citizen Satisfaction
Section 16
General Welfare

Section 17
Basic Services and Facilities
The Rationale for Measuring
Citizen Satisfaction
Medium-Term Philippine Development
Plan 2011-2016
Chapter 7:
Good Governance and Rule of Law
A SHIFT IN PUBLIC
ADMINISTRATION
Traditional/Classical Public
Administration

Dichotomy of Politics and

Administration

New Public Administration

New Public Management
 Customer-centered PA

The mission of the

government is to meet the
needs of the customer
(citizen), not the
bureaucracy.

Osborne and Gaebler, 1992

Censu Housin
s
Market g
Researc Survey
h
Surveys
s
Academic
Political Studies
Preferenc OpinionPersonnel
e Survey Performa
Polls
nce
Political surveys and Citizen Report
Cards
Political surveys focus on the
likelihood of behaviors to be
expected from voters
Example of providers: Pulse Asia, SWS
Citizen Report Cards focus on policy
and administrative decisions on
service delivery improvement
 Why listen to citizens?
Citizens are the final beneficiaries of
government work and public
expenditure
Source for local issues and citizens
needs
High value decisions for resource
allocation and policy formulation
Inclusive governance: people are
part of decision-making process
Contextualizing CSIS
 What is CSIS?
The Citizen Satisfaction Index
System is a set of data tools
designed to collect and generate
relevant citizens feedback on local
governments service delivery
performance and on the citizens
general satisfaction.
A bit of
History
2000 2003

Initial tool
LPPMS
LDW +
LDW
CSI
2010 2011 2012 2013

V2V PIPELOG Draft

Fieldwork
Questionnaire
LG Watch CSIS MC
Pilot Testing
1 Pilot Testing
Development of
2 Utilization Con
Concept for CSIS
Analysis

First 34
Cities
Developme
nt
Pilot
2012-
Testing
2013
WHAT DID WE DO?
Dry Run of Fieldwork Protocols
Testing of CSIS Questionnaire
Testing of Reporting Method
Formulation of Analysis Plan
Dry Run of the Conduct of Utilization Conference
Pilot
201
Testing
2
PHASE I
Sto Tomas, Batangas
Iloilo City
El Salvador, Mis Or.

PHASE II
Lipa City
Kalibo, Aklan
City of San Juan
Tagoloan, Mis. Or
Implementation in
2013-2015
Cities

201334
201452
201556
 National Targets

2013 2014 2015

34 Cities 52 Cities 56 Cities
 2013
Baguio
Laoag
Candon Tuguegarao Balanga Cabanatuan Mabalacat Olongapo
San Fernando Tarlac
Batangas
Lipa
Sta. Rosa
Lucena
Puerto Princesa
Legazpi
Tabaco
Naga
Masbate
Sorsogon
Iloilo
Bacolod Kabankalan
Sagay
Cebu
Calbayog
Dipolog
Oroquieta
Ozamiz
Cagayan de Oro Davao
Kidapawan Tacurong
Surigao
Bislig
 2014
Batac
Vigan
San Fernando
Dagupan
Santiago
Meycauayan
Science
City of Munoz
Angeles
Tanauan
Cabuyao
Calamba
Antipolo
Calapan
Ligao
Iriga
Roxas
Silay
Talisay
Lapu-Lapu
Mandaue
Dumaguete
Calbayog
Dapitan
Pagadian
Malaybalay
Valencia
Iligan
Digos
Cotabato
General Santos
Koronadal
Bayugan
Cabadbaran
Butuan
Tandag
Tabuk Caloocan
Las Pias
Makati
Malabon
Mandaluyong
Manila
Marikina
Muntinlupa
Navotas
Paraaque
Pasay
Pasig
Quezon
San Juan
Taguig
Valenzuela
 2015
Alaminos
San Carlos
Urdaneta
Cauayan
Ilagan
Malolos
San Jose del Monte
San Jose
Gapan
Palayan
Bacoor
Cavite
Dasmarias
Imus
Tagaytay
Trece Martires
8 Service
Areas

HEALTH SUPPORT TO SOCIAL ENVIRONMENTAL

EDUCATION WELFARE MGMT

PUBLIC WORKS AND GOVERNANCE AGRICULTURAL TOURISM

INFRASTRUCTURE AND RESPONSE SUPPORT PROMOTION
How did we identify
the service areas?

Local Government Pilot Consultati

Code Testing on with
RA 7160, Section
National
16
Agencies
How did we come up
with the methods
We consulted with opinion and
market research experts
Analysis

Frequencies / Percentages
Index Scores
Importance-Satisfaction Action
Grid
Criterion Reference Rating
 Methodology
Multi-stage probability sampling
150 respondents were chosen in proportion
to the population (8 margin of error at 95%
confidence level)

Respondents
Male and female
18 years old and above
Residing in the city for at least 6 months
during the time of interview
 What is multi-stage
probability sampling?
Populatio
n

Sample Barangays were

Barangay selected based on their
s share in population

Number of sample spots

Sample were determined based on
Spots the share of population of
the barangay
Households were
Househol selected with a set
ds interval from a
starting point
Randomly
Responde selected
nt through a
Kish Grid
 Core Concepts
SOCIO-DEMOGRAPHICS

AWARENESSAVAILMENT SATISFACTIONIMPORTANCE

BEHAVIORAL CONSEQUENCES OF SATISFACTION

Review 2013-2014 Results

 Citizen Satisfaction Index System

Implementation Process

Monitorin
Targeting Utilization
of Sites
Training Fieldwor Conferenc
g and
of LRIs k e Evaluatio
and LRIs
n
 Parallel Efforts on Citizen and Civil
Society Participation
TA Program for LRIs on the Use of
CSIS Results
Electronic Watch
Mapping of Provincial CSO Networks
Implementation
2016

2016 15 Provinces
16
Municipalities
THANK YOU!