Frontline government service got 82.58 overall satisfaction score from businesses in the 2021 nationwide Business Satisfaction e-Survey (e-BizSat) conducted by the Development Academy of the Philippines (DAP) through its Government Quality Management Program. Given the current challenges of the new normal and the increasing online transactions in government, this score may well be considered satisfactory. The government to business (G2B) satisfaction score increased by two notches from the 2019 G2B satisfaction score of 80.53.

The 2021 G2B satisfaction score covered all modes of transaction (i.e., face-to-face, online, and phone call). Frontline government agencies and local government units in Luzon scored the lowest with 81.74, while those in Visayas and Mindanao got 84.49 and 88.57, respectively.

During the COVID-19 pandemic, agencies and offices providing social and welfare services scored 77.01 while those giving economic, employment, and licensing services got 81.53. Meanwhile, business registration and local government received satisfaction scores of 81.42 and 81.72, respectively.

Compared to the 2019 pre-pandemic results, the social services received a satisfaction score of 80.42, the second to the highest score among the agency clusters. The business registration cluster received the highest score that same year with 82.48, followed by the local government with a score of 79.97. The economic, employment, and licensing got the lowest score of 78.27.

These biennial scores give government agencies and offices nationwide impetus to continue looking for ways to improve and meet the changing expectations of business owners and managers when they transact for business requirements. To ascertain what specific service features are important for them these days with safety protocols still in place, part two of the survey was rolled out by the DAP on November 17 to December 20, 2021.