The Development Academy of the Philippines (DAP), through its Productivity and Development Center (PDC), is set to roll out its first web-based Citizen Satisfaction Survey (CitSat) on frontline government services from December 3-18, 2020. Following current health protocols in place, the nationwide survey can be accomplished online through by the citizens as the target respondents.

Citizens transacting with frontline facilities of national government agencies and local government units in-person, online, or through telephone call, particularly those who have started or completed transacting within this year and those who plan to transact with a frontline government facility for personal documents such as Taxpayer Identification Number, Social Security System number, and quarantine pass, among others, qualify to take the survey.

The survey provides a good opportunity for citizens to express if they are happy or not with their transaction experience and what their expectations are in delivering government services especially where movement restrictions and health protocols are in place because of the ongoing COVID-19 pandemic. Getting the citizens’ thoughts and level of satisfaction on frontline government services through this survey will give service managers and staff insights on how to improve their service design and delivery, especially under the “new normal” public service delivery.

Meanwhile, transactions for business entities are excluded from this survey but will be targeted in next year’s Business Satisfaction Survey.

This national survey, which is conducted every two years and designed to capture levels of satisfaction, key drivers of satisfaction, and service expectations of citizens, may be accomplished online in about 15 minutes. As a gesture of appreciation for the time spared by citizens to take and complete the survey, fifty-pesos worth of prepaid load will be given.

Government agencies with frontline services for citizens’ personal transaction include the Bureau of Internal Revenue, Department of Foreign Affairs, Government Service Insurance System, Home Development Mutual Fund, Land Transportation Office, National Bureau of Investigation, Overseas Workers Welfare Administration, Philippine Health Insurance Corporation, Philippine Overseas Employment Administration, Philippine Statistics Authority, Professional Regulation Commission, Social Security System, and local government units.

Unlike this year’s e-survey, the first whole-of-government CitSat was conducted in 2018 in-person at the frontline service facilities using android tablets and aided by enumerators. These surveys are being conducted by the DAP-PDC under the Government Quality Management Program.

The DAP seeks to empower leaders, strengthen institutions, and build the nation through pioneering, value adding, synergistic ideas, concepts, principles, techniques, and technologies addressing development problems of local, national, and international significance. DAP – PDC offers capability building, technical assistance, and research related to productivity and quality improvement. For more information, visit, email or call 0977–826? 3077. – Jasmin San Juan