These whole-of-government satisfaction surveys are conducted biennially across the country to find out citizens’ and business’ level of satisfaction in transacting with the government and proactively seek their perspectives on frontline government services, especially during this challenging time of the COVID-19 pandemic.

These research initiatives offer actionable insights for frontline government service providers on:

• increasing citizen and business satisfaction on frontline government services;
• improving the design and delivery of frontline services whether face-to-face, phone call, or online; and,
• standardizing quality of frontline government services.

These national surveys are practical tools in helping frontline service providers better understand the needs and perceptions of Filipinos and meet their expectations in delivering public services. This initiative also intends to help us deliver better service even during challenging times by adopting an “outside-in” perspective through active listening to the voice of citizens and businesses, embracing a “citizen-centered” approach to frontline service delivery experience, and implementing evidence-based service quality standards for continual service improvement. 

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