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Integrated Anti-Red Tape ARTA Program

Integrated Anti-Red Tape ARTA Program. Integrated ARTA Program. What we have. What we do. What we get. What we have. 1. Legal basis & support. Republic Act No. 9485 of 2007

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Integrated Anti-Red Tape ARTA Program

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  1. Integrated Anti-Red Tape ARTA Program

  2. Integrated ARTA Program What we have What we do What we get

  3. What we have 1 Legal basis & support

  4. Republic Act No. 9485 of 2007 An Act to Improve Efficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof

  5. Partners

  6. What we do 2 The initiatives

  7. Integrated Anti-Red Tape (ARTA) Program

  8. Citizen’s Charter • pioneered in the UK as an extension of the New Public Management reforms • powerful tool for improving standards of public service • instrument for achieving greater accountability and transparency in service delivery

  9. The Citizen’s Charter represents a promise to the public on the kind of service they can expect from government offices. All government agencies are required to create, post, and comply with their Citizen’s Charter under ARTA.

  10. ARTA Violations related to Citizen’s Charter • Failure to render frontline services within the prescribed period on any application and/or request without due cause; Imposition of additional irrelevant requirements other than those listed in the first notice SECOND OFFENSE • Three (3) months suspension without pay. THIRD OFFENSE • Dismissal and perpetual disqualification from public service FIRST OFFENSE • Thirty (30) days suspension without pay and mandatory attendance in Values Orientation Program Above-mentioned violations, along with other violations provided in ARTA’s Implementing Rules and Regulations (IRR) may be reported to the Contact Center ng Bayan 24/7 or noted whenever the Report Card Survey is conducted.

  11. Contact Center ng Bayan(CCB) CCB is the government’s central helpline against red tape. Image source: http://kittelsoncarpo.com/labor-employment/salary/call-center-agents/

  12. 128,164 citizen feedback received since Sep 2012 Contact Center ng Bayan Data

  13. Contact Center ng Bayan Process Flow

  14. TheReport Card Survey complements the Contact Center ng Bayan and makes public feedback collection two-way.

  15. Report Card Survey WHEN within the gov’t office (not a household survey) HOW conducted through client interviews WHERE immediately after the client’s completion of his/her transaction ? WHAT It is a citizen survey WHY to measure the frontline service performance of gov’t offices ? ? ? ?

  16. 126,360 Filipino customers interviewed from 2010-2015

  17. Acceptable Failed Excellent Outstanding Good

  18. AREAS MEASURED Two core areas and eleven sub-areas. 80% of the score comes from respondents’ answers while 20% come from ARTA staff’s observations FINAL NUMERICAL RATING This makes it easier for both agencies and citizens to objectively monitor the progress in the frontline service performance of an office. FINAL DESCRIPTIVE RATING Determines consequent actions – SDEP or CSC-SEA; published in national broadsheets annually.

  19. Two tracks after RCS Excellent Offices with this rating become Citizen’s Satisfaction Center Seal of Excellence Award (CSC-SEA)candidates. They should qualify in the succeeding validation and process to be granted the award. Failed Offices with this rating undergo the Service Delivery Excellence Program (SDEP). CSC assists offices through either a Level 1 SDEP for failure due to minor infractions, or a Level 2 SDEP for failure due to system, structure, and/or staff.

  20. Citizen’s Satisfaction Center Seal of Excellence • An award given to government service offices that demonstrate EXEMPLARYFRONTLINE SERVICE DELIVERY which passed the two-phase validation process; it aims to promote service excellence in public frontline delivery and inculcate continuous improvement • Categorized into three: • Five star CSC-SEA • Four star CSC-SEA • Three star CSC-SEA

  21. CSC-SEA

  22. ARTA Watch A spot check of offices conducted by Heads and officials of the CSC

  23. What we get 2 Results attributable to ARTA, according to other gov’t agencies

  24. Employees’ behavioral change

  25. Government Service Insurance System Physical Improvements

  26. Land Bank Of the philippines Reduced red tape

  27. OGP Launched in 2011 to provide an international platform for domestic reformers committed to making their governments more open, accountable, and responsive to citizens. In 2015, the Integrated ARTA Program was included in the OGP National Action Plan 2015-2017.

  28. Civil Service Commission In collaboration with various stakeholders, CSC is dedicated to improving the quality of public service delivery to address the ever-growing and complex demands of the public for excellent government services. • More info available at www.csc.gov.ph, www.contactcenterngbayan.gov.ph, and https://www.facebook.com/contactcenterngbayan. Questions? Email us at arta.csc@gmail.com.

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