1 Overview of the Citizen Satisfaction Index
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Transcript of 1 Overview of the Citizen Satisfaction Index
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7/21/2019 1 Overview of the Citizen Satisfaction Index
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Citizen Satisfaction Index Syste
A Citizen-centric Strategy
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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.
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Current Policies
DILG Memorandum Circular No. 2012-113Promulgates the implementation o theC!I!
Medium-"erm Philippine De#elopment Plan 2011-201$
%a National Citi&en !atisaction Inde'(
should )e de#eloped that *ill ser#e ascommon measuring tool o e+cienc,eecti#eness accessi)ilit, integrit,transparenc, and accounta)ilit, ogo#ernment agencies in the deli#er, o
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Concerned
Parties ureau o Local Go#ernment!uper#ision
DILG egional +ces Local esource Institutes
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Development of tools
Development of fieldwork procedres
!hase I !ilot testing "#ly$September%
!hase II !ilot testing "&ctober$December%
2012
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Phase I
Sto Tomas, Batanasatangas !tate ni#ersit,
Iloilo CityCentral Philippine ni#ersit,
!l Sal"ador, #is $r%Mindanao ni#ersit, o !4"
Phase II
City of San &uanP-NCP5G CLG
'i(a Cityatangas !tate ni#ersit,
)ali*o, +lan56lan !tate ni#ersit,
Taoloan, #is% $rMindanao ni#ersit, o !4"
!ilot Test Coverage
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201- 'inalization of tools and gidelines
Development of the CSIS (nalysis !lan
'inalization of the CSIS manal
)*I Training
*ollot in +, cities
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201. -tilization Conferences
)*I Training
*ollot in / cities
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Photo by: Pat Hocchuan
Bene/ts
ofthe CSIS
Venue for capturing
peoples voice
LGU planning toward
improvement of service
delivery performance
LGU budget prioritization
Reference for NGAs and
ongress !program" pro#ect
intervention$
Guide for %&s and
private sector in engaging
wit' t'e government
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Analytical Framework
(wareness (vailment (ssessment
KNOWLEDGE CONTACT SATISFACTION
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Sa inyong pagkakaalam, ano po ang mga programang kaugnay ng
kagalingang panlipunan o social welfare ang ipinatutupad ng inyong lokal napamahalaan?
SAMPLEAWARENESSQUESTION (SOCIAL WELFARE)
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Alin po sa mga ito ang napakinabangan ninyo o ng sinumang miyembro ng
inyong sambahayan?
SAMPLEAVAILMENTQUESTION (SOCIAL WELFARE)
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Sa mga programang inyong napakinabangan, kayo po ba ay: Lubusang nasiyahan
Nasiyahan Hindi masabi kung nasiyahan o hindi nasiyahan Hindi nasiyahan Lubusang hindi nasiyahan
SAMPLEASSESSMENTQUESTION (SOCIAL WELFARE)
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Refers to the citizens perceived level of
importance and significance assigned to the
services.
Needs Assessment
SC+'! !SCIPTI$
3 7er, Important
. Important
- Can8t sa, *hether important or not
2 Not important
1 Not at all important
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Sabihin kung read rating board below!"para sa iyo ang mga sumusunod
na serbisyong may kaugnayan sa kagalingang panlipunan o social welfare# $alagang importante %mportante
Hindi masabi kung importante o hindi importante Hindi importante $alagang hindi importante
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Criterion Reference Rating
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Citizen
Satisfaction
0ealth Services
1asic 2dcation
Services
Social 3elfare
Services
4overnance
5 *esponse
!blic 3orks 5
Infrastrctre
2nvironmental
6anagement
(gricltral
Spport
Torism !romotion
Services
Components