The Governance Commission for GOCCs (GCG) and the Anti-Red Tape Authority (ARTA) signed a Joint Memorandum Circular (JMC) on 12 April 2023 highlighting the adoption of a synchronized framework in determining client satisfaction across the GOCC sector to ensure continuous improvement and enhancement of service to the Filipino people.
GCG chairperson Justice Alex L. Quiroz (ret.) and ARTA Director-General Secretary Ernesto V. Perez inked the JMC incorporating GCG and ARTA’s collaboration in providing supplemental guidance to GOCCs regarding compliance with GCG Memorandum Circular 2023-01, also known as the “Performance Evaluation System (PES) for the GOCC Sector”, and ARTA MC No. 2022-05, also known as the “Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement”.
“The Customer Satisfaction Survey serves to integrate direct citizen participation in the performance evaluation of GOCCs by giving weight to their experience as customers,” said GCG Commissioner Gideon D.V. Mortel.
“At least 80 percent of the customers of a GOCC must be satisfied with its services, otherwise it automatically receives a zero score for this performance indicator,” added Commissioner Mortel.
Likewise, the JMC also aims to reduce the cost and burden of compliance of GOCCs with the client satisfaction measurement (CSM) and client satisfaction survey (CSS) requirements.
“With this streamlined and harmonized performance measurement system, we can clearly envision a clearer platform for analyzing government performance that will help us improve and enhance our systems for the Filipino people,” said ARTA Director-General Perez.
“Of course, this JMC is anchored to President Ferdinand R. Marcos, Jr.’s directives for bureaucratic efficiency in his 8-point socioeconomic agenda,” added Secretary Perez.
It is included in the provisions of the JMC that all GOCCs shall conduct their respective CSS for all its external and internal services either through a third-party service provider or an in-house survey, as required by the GCG performance scorecard, and shall be in accordance with the prescribed guidelines of the ARTA MC No. 2022-05.
The GCG remains steadfast in its mandate as the central advisory, oversight, and monitoring body for GOCCs, to institutionalize transparency, accountability, financial viability, and responsiveness in corporate performance by monitoring and evaluating GOCCs’ performance.
