Integrated Anti-Red Tape ARTA Program

Integrated ARTA Program What we have What we do What we get

What we have 1 Legal basis & support

Republic Act No. 9485 of 2007 An Act to Improve Efficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof

Partners

What we do 2 The initiatives

Integrated Anti-Red Tape (ARTA) Program

Citizen’s Charter pioneered in the UK as an extension of the New Public Management reforms powerful tool for improving standards of public service instrument for achieving greater accountability and transparency in service delivery

The Citizen’s Charter represents a promise to the public on the kind of service they can expect from government offices. All government agencies are required to create, post, and comply with their Citizen’s Charter under ARTA.

ARTA Violations related to Citizen’s Charter Failure to render frontline services within the prescribed period on any application and/or request without due cause; Imposition of additional irrelevant requirements other than those listed in the first notice FIRST OFFENSE Thirty (30) days suspension without pay and mandatory attendance in Values Orientation Program SECOND OFFENSE Three (3) months suspension without pay. THIRD OFFENSE Dismissal and perpetual disqualification from public service Above-mentioned violations, along with other violations provided in ARTA’s Implementing Rules and Regulations (IRR) may be reported to the Contact Center ng Bayan 24/7 or noted whenever the Report Card Survey is conducted.

Contact Center ng Bayan (CCB) CCB is the government’s central helpline against red tape. Image source: http://kittelsoncarpo.com/labor-employment/salary/call-center-agents/

Contact Center ng Bayan Data 86% 10% 4% … 128,164 citizen feedback received since Sep 2012 Contact Center ng Bayan Data

Contact Center ng Bayan Process Flow Client transacts w/ a gov’t office Client uses CCB CCB takes action/ monitors referrals Agencies take action/ resolve issues CCB relays feedback to clients Client gives appreciation Contact Center ng Bayan Process Flow

The Report Card Survey complements the Contact Center ng Bayan and makes public feedback collection two-way.

? ? ? ? ? Report Card Survey WHEN WHERE HOW WHY WHAT within the gov’t office (not a household survey) HOW conducted through client interviews WHERE immediately after the client’s completion of his/her transaction ? WHAT It is a citizen survey WHY to measure the frontline service performance of gov’t offices ? ? ? ?

Filipino customers interviewed from 2010-2015 126,360 Filipino customers interviewed from 2010-2015

Excellent Outstanding Good Acceptable Failed

AREAS MEASURED Two core areas and eleven sub-areas. 80% of the score comes from respondents’ answers while 20% come from ARTA staff’s observations FINAL NUMERICAL RATING This makes it easier for both agencies and citizens to objectively monitor the progress in the frontline service performance of an office. FINAL DESCRIPTIVE RATING Determines consequent actions – SDEP or CSC-SEA; published in national broadsheets annually.

Two tracks after RCS Excellent Failed Offices with this rating become Citizen’s Satisfaction Center Seal of Excellence Award (CSC-SEA) candidates. They should qualify in the succeeding validation and process to be granted the award. Failed Offices with this rating undergo the Service Delivery Excellence Program (SDEP). CSC assists offices through either a Level 1 SDEP for failure due to minor infractions, or a Level 2 SDEP for failure due to system, structure, and/or staff.

Citizen’s Satisfaction Center Seal of Excellence An award given to government service offices that demonstrate EXEMPLARY FRONTLINE SERVICE DELIVERY which passed the two- phase validation process; it aims to promote service excellence in public frontline delivery and inculcate continuous improvement Categorized into three: Five star CSC-SEA Four star CSC-SEA Three star CSC-SEA

CSC-SEA Points garnered Percentage Type of CSC-SEA Award Reward to be Given 45-50 points 90-100 % Five star CSC-SEA Wall-mountable plaque and PhP 100,000.00 40-45 points 80-90 % Four star CSC-SEA Wall-mountable plaque and PhP 25,000.00 35-40 points 70-90% Three star CSC-SEA Wall-mountable plaque Below 35 points Below 70% Not eligible No reward

A spot check of offices conducted by Heads and officials of the CSC ARTA Watch A spot check of offices conducted by Heads and officials of the CSC

Results attributable to ARTA, according to other gov’t agencies What we get 2 Results attributable to ARTA, according to other gov’t agencies

Employees’ behavioral change

Physical Improvements Government Service Insurance System Further, in terms of physical improvements, “Results of the ARTA-RCS serve as basis for the agencies to improve their facilities. Needs of the service office are identified and improvements/changes are made—fast—making service offices at par with private offices. The changes/improvements become one of the priorities of the agencies and become included in their mid- year/term proposals.” Physical Improvements

Land Bank philippines Reduced red tape Of the Most importantly, as to red tape reduction, “Agencies also find ARTA-RCS to be significant in curbing red tape as it helps promote transparency, and the agencies agree that because of the posted Citizen’s Charter, employees become aware of their accountability to the public. Work processes are followed, requirements for a certain service are clarified, and under-the-table transactions are diminished. For the agencies, ARTA-RCS is also a way of reviewing the frontline service delivery--streamlining of documents and shortening the processing time.” Reduced red tape

OGP Launched in 2011 to provide an international platform for domestic reformers committed to making their governments more open, accountable, and responsive to citizens. In 2015, the Integrated ARTA Program was included in the OGP National Action Plan 2015-2017.

Civil Service Commission In collaboration with various stakeholders, CSC is dedicated to improving the quality of public service delivery to address the ever-growing and complex demands of the public for excellent government services. More info available at www.csc.gov.ph, www.contactcenterngbayan.gov.ph, and https://www.facebook.com/contactcenterngbayan. Questions? Email us at arta.csc@gmail.com.