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Citizen Satisfaction Index Syste

A Citizen-centric Strategy

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What is CSIS?The Citizen Satisfaction Index System is a

set of data tools designed to collect and

generate relevant citizens feedback on

local governments service delivery

performance and on the citizens general

satisfaction.

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Current Policies

DILG Memorandum Circular No. 2012-113Promulgates the implementation o theC!I!

Medium-"erm Philippine De#elopment Plan 2011-201$

%a National Citi&en !atisaction Inde'(

should )e de#eloped that *ill ser#e ascommon measuring tool o e+cienc,eecti#eness accessi)ilit, integrit,transparenc, and accounta)ilit, ogo#ernment agencies in the deli#er, o

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Concerned

Parties ureau o Local Go#ernment!uper#ision

DILG egional +ces Local esource Institutes

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Development of tools

Development of fieldwork procedres

!hase I !ilot testing "#ly$September%

!hase II !ilot testing "&ctober$December%

2012

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Phase I

Sto Tomas, Batanasatangas !tate ni#ersit,

Iloilo CityCentral Philippine ni#ersit,

!l Sal"ador, #is $r%Mindanao ni#ersit, o !4"

Phase II

City of San &uanP-NCP5G CLG

'i(a Cityatangas !tate ni#ersit,

)ali*o, +lan56lan !tate ni#ersit,

Taoloan, #is% $rMindanao ni#ersit, o !4"

!ilot Test Coverage

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201- 'inalization of tools and gidelines

Development of the CSIS (nalysis !lan

'inalization of the CSIS manal

)*I Training

*ollot in +, cities

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201. -tilization Conferences

)*I Training

*ollot in / cities

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Photo by: Pat Hocchuan

Bene/ts

ofthe CSIS

Venue for capturing

peoples voice

LGU planning toward

improvement of service

delivery performance

LGU budget prioritization

Reference for NGAs and

ongress !program" pro#ect

intervention$

Guide for %&s and

private sector in engaging

wit' t'e government

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Analytical Framework

(wareness (vailment (ssessment

KNOWLEDGE CONTACT SATISFACTION

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Sa inyong pagkakaalam, ano po ang mga programang kaugnay ng

kagalingang panlipunan o social welfare ang ipinatutupad ng inyong lokal napamahalaan?

SAMPLEAWARENESSQUESTION (SOCIAL WELFARE)

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Alin po sa mga ito ang napakinabangan ninyo o ng sinumang miyembro ng

inyong sambahayan?

SAMPLEAVAILMENTQUESTION (SOCIAL WELFARE)

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Sa mga programang inyong napakinabangan, kayo po ba ay: Lubusang nasiyahan

Nasiyahan Hindi masabi kung nasiyahan o hindi nasiyahan Hindi nasiyahan Lubusang hindi nasiyahan

SAMPLEASSESSMENTQUESTION (SOCIAL WELFARE)

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Refers to the citizens perceived level of

importance and significance assigned to the

services.

Needs Assessment

SC+'! !SCIPTI$

3 7er, Important

. Important

- Can8t sa, *hether important or not

2 Not important

1 Not at all important

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Sabihin kung read rating board below!"para sa iyo ang mga sumusunod

na serbisyong may kaugnayan sa kagalingang panlipunan o social welfare# $alagang importante %mportante

Hindi masabi kung importante o hindi importante Hindi importante $alagang hindi importante

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Criterion Reference Rating

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Citizen

Satisfaction

0ealth Services

1asic 2dcation

Services

Social 3elfare

Services

4overnance

5 *esponse

!blic 3orks 5

Infrastrctre

2nvironmental

6anagement

(gricltral

Spport

Torism !romotion

Services

Components