Frontline government agencies, offices score high in 2022 citizen satisfaction survey

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Frontline government offices and agencies received an overall government-to-citizen (G2C) satisfaction score of 96.96 percent from transacting citizens in the 2022 Whole-of-Government Citizen Satisfaction (CitSat) Survey conducted by the Development Academy of the Philippines through its Productivity and Development Center (DAP-PDC). The overall rating is composed of 55.34 percent very satisfied and 41.62 percent satisfied with their transactions.

The biennial survey, administered by the PDC through the Government Quality Management Program (GQMP), involved a face-to-face interview of 3,708 citizens who completed transactions with frontline services of selected national government agencies (NGAs) and local government units (LGUs) in four highly urbanized areas: Quezon City (representing the National Capital Region); Angeles City and San Fernando City (balance of Luzon outside NCR); Cebu City (Visayas); and Davao City (Mindanao).

The survey also noted a high G2C Satisfaction Score across the four main areas of the country, with Mindanao obtaining the highest rating at 98.77 percent, followed by Visayas at 96.75, balance of Luzon outside NCR at 96.41 percent, and the National Capital Region at 96.02 percent. 

G2C Satisfaction for clusters of NGAs was also high, with one-stop shops at 98.55 percent, social and welfare services agencies at 96.82, civil registration services at 96.65 percent, and licensing or regulation agencies at 96.42 percent.

Further, the G2C Satisfaction Score is 96.59 percent in national government agencies, compared to 96.97 percent in LGUs  (95.47% in city offices and 98.14% in barangay offices) by transaction point.

Along with the Business Satisfaction Surveys (BizSat), the CitSat aims to measure the Filipino public’s level of satisfaction and expectations with frontline government services, and generate data which government agencies and offices can use to improve the quality of their frontline service design and delivery. 

The highlights of the recent survey will be presented at the Fourth GQMP Symposium on Service Quality Standards (SQS): Towards Quality Service for All Citizens, on 11 May 2023 from 9 a.m. to 12 noon via Zoom, Facebook, and YouTube. Interested individuals can register through http://bit.ly/3JQawWy.

For more information on DAP-PDC’s capability building, technical assistance, and research service related to productivity and quality improvement, visit www.dap.edu.ph or email pdc.pdro@dap.edu.ph.