Regional Office X

Major Programs and Projects Categorized in Accordance With the Five (5) Key Result Areas under E.O. No. 43, series of 2011

KEY RESULT AREA: Transparency, Accountable, and Participatory Governance

1. Conduct of Anti-Red Tape Act – Report Card Survey (ARTA-RCS)

Republic Act No. 9485, or the Anti-Red Tape Act of 2007 (ARTA) which aims to improve efficiency and prevent graft and corruption in the delivery of government services as well as promote transparency and accountability in the bureaucracy requires government offices to set up and conspicuously post their respective Citizens’ Charter which contains the following:

a) procedure to obtain a particular service; b) person/s responsible for each step; c) maximum time to conclude the process; d) document/s to be presented by the customer, if necessary; e) amount of fees, if necessary; f) procedure for filing complaints; and g) feedback mechanism.

Under the law, the CSC shall conduct the Report Card Survey (RCS) to obtain feedback on how provisions in the Citizen's Charter are being followed and how the agency is performing in the delivery of frontline services.

In 2017, 38 agencies have been subjected in the Conduct of ARTA-RCS enumerated hereunder:

DATE OF AGENCY RATING CONDUCT 1. Philippine Ports Authority - PMO / April 25-27, 2017 PASSED 2. Philippine Ports Authority - PMO Misamis April 25-27, 2017 PASSED Oriental/ 3. Philippine Ports Authority - PMO Misamis May 2-4, 2017 PASSED Occidental/ 4. Bureau of Customs - Port of Cagayan de Oro May 2-4, 2017 PASSED 5. Food and Drug Administration - Region Field Office 10 May 16-18, 2017 PASSED 6. Local Government Unit of May 16-18, 2017 PASSED 7. Local Government Unit of Calamba (MC) May 23-25, 2017 PASSED 8. Bureau of Fire Protection - Calamba (MC) May 23-25, 2017 PASSED 9. Land Transportation Office - Cagayan de Oro May 30-June 1, PASSED Licensing Center 2017 10. Land Transportation Office - DLRC-Cagayan de Oro May 30-June 1, PASSED City 2017 11. Bureau of Fire Protection - Cagayan de Oro June 6-8, 2017 PASSED 12. City Government of Cagayan de Oro June 6-8, 2017 PASSED 13. Securities and Exchange Commission - Cagayan de June 13-15, 2017 PASSED Oro City 14. Home Development Mutual Fund - Cagayan de Oro June 13-15, 2017 (Housing Business Center and Member Services PASSED Branch) 15. Land Registration Authority Registry of Deeds - June 20-22, 2017 PASSED Cagayan de Oro, Province 16. Department of Social Welfare and Development - June 20-22, 2017 PASSED Region 10 17. Land Registration Authority Registry of Deeds - June 27-29, 2017 PASSED City 18. Bureau of Internal Revenue Revenue District Office June 27-29, 2017 PASSED No. 97 - Gingoog City 19. Social Security System – Gingoog City July 4-6, 2017 PASSED 20. Philippine Health Insurance Corporation - LHIO July 4-6, 2017 PASSED Gingoog City, Misamis Oriental 21. Home Development Mutual Fund – Gingoog City August 23-25, 2017 PASSED 22. Land Transportation Office - Gingoog District Office August 23-25, 2017 PASSED 23. Land Registration Authority Registry of Deeds - August 29-31, 2017 PASSED Misamis Oriental 24. Social Security System - CDO Lapasan August 29-31, 2017 PASSED September 5-7, 25. Northern Medical Center PASSED 2017 26. Department of Trade and Industry - Misamis Oriental September 5-7, PASSED Provincial Office 2017 27. Philippine Health Insurance Corporation - LHIO September 19-21, PASSED Valencia City, 2017 September 19-21, 28. Social Security System – Valencia City PASSED 2017 29. Bureau of Internal Revenue Revenue District Office September 26-28, PASSED No. 99 – City, Bukidnon 2017 September 26-28, 30. Department of Trade and Industry - Bukidnon PASSED 2017 31. Local Government Unit of Jimenez October 3-5, 2017 PASSED 32. Bureau of Fire Protection - Jimenez October 3-5, 2017 PASSED 33. Bureau of Fire Protection - Mambajao October 10-12, 2017 PASSED 34. Land Transportation Office - District Office October 10-12, 2017 PASSED 35. Land Transportation Office - Malaybalay District Office October 17-19, 2017 PASSED 36. Government Service Insurance System - Cagayan de October 10-12, 2017 PASSED Oro 37. Government Service Insurance System - Malaybalay, October 3-5, 2017 PASSED Bukidnon 38. Government Service Insurance System – Iligan City October 23-25, 2017 PASSED

2. ARTA Watch and Citizen’s Charter Validation

To support the implementation of ARTA, CSC conducts ARTA Watch—surprise spot checks to check compliance with ARTA provisions. It is also usually conducted at noon time to check whether the agency follows the No Noon Break policy. In addition, the conduct of the Citizen’s Charter Validation has been consolidated with the ARTA Watch as part of the requirements for the Performance-Based Bonus

For the period of January to December 6, 2017, a total of 57 agencies identified by CSC Central Office have been subjected to the ARTA watch/Citizen’s Charter Validation enumerated below:

AGENCY DATE OF VALIDATION 1. DOJ- National Bureau of Investigation November 13, 2017 2. Department of Science & Technology November 15, 2017 3. DOTC - Maritime Industry Authority November 14, 2017 4. Government Service Insurance System November 03, 2017 5. NEDA - Philippine Statistics Authority November 15, 2017 6. Department of Education November 15, 2017 7. Department of Environment and Natural November 08, 2017 Resources 8. DENR- Environment Management Bureau November 08, 2017 9. Commission on Elections- Region 10 November 14, 2015 10. Cooperative Development Authority November 15, 2017 11. Social Housing Finance Corporation November 14, 2017 12. Department of Interior and Local Government November 15, 2017 13. Department of Trade and Industry- Region 10 November 09, 2017 14. University of Science and Technology of November 07, 2017 Southern (USTP) 15. Home Development Mutual Fund- Cagayan de November 14, 2017 Oro 16. PHIVIDEC Industrial Authority November 14, 2017 17. Tagolan Water District November 14, 2017 18. LGU November 14, 2017 19. LGU Tagoloan November 14, 2017 20. LGU Villanueva November 14, 2017 21. LGU November 22, 2017 22. LGU November 20, 2017 23. LGU November 20, 2017 24. LGU November 16, 2017 25. LGU November 16, 2017 26. Water District November 16, 2017 27. LGU El Salvador November 20, 2017 28. USTP Claveria November 22, 2017 29. LGU Alubijid November 20, 2017 30. Claveria Water District November 22, 2017 31. Water District November 22, 2017 32. LGU Catarman November 21, 2017 33. LGU Sagay November 21, 2017 34. LGU November 21, 2017 35. Camiguin Polytechnic State College November 21, 2017 36. LGU November 21, 2017 37. Mambajao Water Ditsrict November 22, 2017 38. Bukidnon State University- Gingoog City November 24, 2017 39. Gingoog City Water District November 24, 2017 40. LGU November 27, 2017 41. Valencia City Water District November 27, 2017 42. LGU Gingoog November 24, 2017 43. LGU November 27, 2017 44. Central Mindanao University (CMU) November 27, 2017 45. LGU November 27, 2017 46. LGU November 27, 2017 47. Bukidnon State University- Malaybalay City November 27, 2017 48. Malaybalay City Water District November 27, 2017 49. San Fernando November 28, 2017 50. Quezon November 29, 2017 51. Quezon Water District November 29, 2017 52. Malaybalay City November 28, 2017 53. DOST- Philippine Science High School December 06, 2017 54. City Water District December 04, 2017 55. Calamba December 05, 2017 56. Metro Ozamiz Water District December 07, 2017 57. Northwestern Mindanao State College of December 08, 2017 Science and Technology

3. Service Delivery Excellence Program (SDEP)

Service Delivery Excellence Program (SDEP) is a program conducted to assist agencies who got FAILED ratings in the conduct of the ARTA-RCS. It includes conduct of service improvement workshops and facilitation for increasing the efficiency and effectiveness of the service office’s strategies, structure, staff, and systems.

For the year 2017, no SDEP has been conducted since no agency subjected under the ARTA-RCS garnered FAILED rating.

4. Client Satisfaction Center - Seal of Excellence Award (CSC-SEA)

CSC-SEA is an award given to government service offices that garnered EXCELLENT Ratings in the Conduct of the ARTA-RCS. These agencies have demonstrated exemplary frontline service delivery, and have no valid and unresolved ARTA-related complaints based on the Contact Center ng Bayan data.

The award aims to promote service delivery excellence in the bureaucracy, to acknowledge the hard work of civil servants in providing responsive, efficient and customer-centric services, and to drive competitiveness within and between government agencies.

In 2017, two agencies have been conferred with 4-star CSC-SEA for obtaining EXCELLENT ratings in the 2016 ARTA-RCS, and for passing the two-phased validation which are as follows:

1. Philippine Health Insurance Corporation Local Health Insurance Office – Iligan City 2. Social Security System – Camiguin Branch