NSSDEO, Brgy.  Burabud, Laoang, Northern Samar- – The Department of Budget and Management (DBM) – Regional Office VIII holds Customer Satisfactory Survey (CSS) Online Orientation for Administrative Officers & Liaison Officers for DPWH & DOH last June 16, 2021 at 1:30 pm to 3:30 pm held at the conference room of DPWH-NSSDEO.
The activity started with an opening remark by Ms. Imelda C. Laceras, CESO III, Regional Director of DBM-RO8; followed by a series of discussion given by Ms. Rizza Joy D. Barras, DBM staff and program facilitator, Ms. Liberace Limsiaco, Chief, Administrative Officer of DBM-RO8 gave the closing remarks.
The client satisfaction survey serves as an instrument to determine efficiency and effectiveness of the delivery of services to external clients and boost public satisfaction. It seeks to enhance and improve the department’s performance; timeliness; processes; delivery of consistent level of quality of service to its stakeholders and the public and boost public satisfaction.
The objective of CSS is to gather feedbacks from the clients with the rendered products and services to measure customer satisfaction of the clients and to improve the quality and delivery of services of particular office.
The CSS methodology and survey instrument/questionnaire includes name of service to avail or purpose of visit with the following indications: (1) Responsiveness – the willingness to help, assists, and provides prompt service to the clients; (2) Reliability (quality) – the provision of what is needed and what was promised, in accordance with the policy and standards, with zero to a minimal error rate; (3) Access and Facilities – the convenience of location, ample amenities for a comfortable transaction, and the use of clear signage and modes of technology; (4) Communication – the act of keeping clients informed in a language they can easily understand, as well as listening to their feedback; (5) Integrity – the assurance that there is honesty, justice, fairness, and trust in each service while dealing with the clients; (6) Assurance – the capability of the frontline employees to perform their duties, product, and service knowledge, understanding client needs, helpfulness, and good work relationships; (7) Outcome – the extent of achieving outcomes or realizing the intended benefits of government services.
The said online orientation was participated-in by various administrative & liaison personnel of DPWH & DOH throughout Region VIII with Ms. Ma. Amparo Mariam T. Dapug, Administrative Officer IV and Ms. Hazzel D. Balberan, Head, Accounting Unit, as representatives of DPWH-NSSDEO.