Outstanding response to PACD, social media messages for ARTA—CSM Results

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The Anti-Red Tape Authority (ARTA) received an outstanding rating of 99.6% for Social Media responses and 97.4% for Public Assistance and Complaints Desk (PACD), according to its recently conducted virtual Client Satisfaction Measurement (CSM). ARTA also received a very satisfactory rating of 92.66% for complaints. 

*Assistance to complaints, a continuous commitment to the public* 

The majority of the research population was represented by common Citizens with 76.15%, while 10.55% were business entities, 10.09% were government entities, and the rest of the clients ranged from lawyers of complainants, foreigners seeking permanent residence, non-stock nonprofit organizations, private, permanent resident visa holders. They provided valuable insights into the service delivery strategies and performance of ARTA’s personnel.  

According to the CSM, the Complaints Officers responded quickly, adhered to the Citizen’s Charter, treated clients fairly, and served courteously; a testament to the foundation of ARTA’s commitment in providing effective service.  

Additionally, the close coordination between ARTA’s PAD and Committees on Anti-Red Tape (CART) to assess, evaluate, and endorse the complaints, has also contributed to enhancing strategies to improve provision of services and ensure continued client satisfaction.  

*Stakeholders’ participation, a vital part of public service improvements* 

ARTA Secretary Ernesto V. Perez has previously mentioned the essential role of the public in improving government services.  

“The public’s active participation in this initiative is important as the CSM Reports’ findings are springboards for improvement as the Philippines strive in a Bagong Pilipinas,” Secretary Perez said as he called for the transacting public to take the time to answer the survey.  

Continuously improving the services of its offices and personnel, ARTA adheres to the directive of President Ferdinand R. Marcos Jr. to ensure that bureaucratic transactions and processes are streamlined and efficient to ensure an inclusive and citizen-centric bureaucratic environment. In a Bagong Pilipinas, the public’s satisfaction is upheld to a high standard to further establish a dynamic, compassionate, and progressive Philippines.  

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