DOLE’s quality of services, facilities get 90 to 99+ clients’ satisfaction rating

Date Posted: March 16th, 2016 02:06 AM

The Department of Labor and Employment (DOLE) achieved a commendable client satisfaction rating that ranges from 90 to 99 percent in all of the four areas/drivers of satisfaction for quality of services and facilities, both in the Central Office (CO) and Regional Offices (RO), in the latest consolidated results of Citizens Feedback for CY 2015.


Citing a report submitted by Undersecretary Rebecca C. Chato to Secretary Rosalinda Dimapilis-Baldoz, Chato said the DOLE CO received ratings not lower than 90 percent in the satisfaction for the “Quality of Services”, which include Inquiry Solved; Promptly Attended to; Courteously Attended to; and Complete Information Provided. Among these, the “Courteously Attended to” area/driver had the highest satisfaction rating at 94.55 percent.


In the DOLE ROs, the “Quality of Services” was measured through another set of indicators comprised of the following areas/drivers: Clients assisted at Action/Complaint Officer Desks; Application for Alien Employment Permit; Registration of Worker’s Association; Application for Livelihood Project Assistance; and other concerns raised. Of these areas/drivers, the “Promptly Attended to” received the highest and almost perfect rating of 99.42 percent while “Complete Information Provided” gained the least score of 96.08 percent.


For the quality of facilities, the DOLE CO got a rating above 90 percent in all of the three areas/drivers wherein Cleanliness/Orderliness holds the highest rating of 95.72 percent. Other areas assessed were the signage and receiving area.


“The facilities enhancement that the DOLE Central Office had undergone is among our priority projects in 2015. Our improved amenities aim to provide optimum service to our clients, and we are happy to note their satisfaction to the quality of our facilities,” said Baldoz.


In DOLE Regional Offices, the respondents graded the facilities with under 90 percent rating in each area/driver. However, Secretary Baldoz said the feedback would help the DOLE to institute measures and action plans that will improve the DOLE RO facilities. “Our goal must be to provide the clients with a more orderly and well-designed workplace that is conducive for government transactions,” said Baldoz.


The Human Resource Development Service (HRDS), the DOLE Anti-Red Tape Act Secretariat, reported that 100 percent of the comments/complaints received have already been given corresponding actions by the concerned offices to address the issues raised by the clients.


Complaints are received by the DOLE and its Attached Agencies either through the Citizens Feedback, DOLE Call Center, or the Civil Service Commission – Contact Center ng Bayan (CSC – CCB).


For CY 2015, the Department recorded 15 complaints referred by the CSC – CCB, and 208 complaints concerning some of the Attached Agencies.


“This mechanism ensures transparency and accountability of our Department. It enables us to toe the line of public service, knowing that our clients can provide feedback on the kind of service they availed of in our frontline offices,” the Secretary added. 


The implementation of the DOLE ARTA initiatives such as displaying of Citizens Charter via e-billboards and related tarpaulins; continuous monitoring of feedback forms, operationalization of Public Assistance and Complaints Unit in the DOLE CO, among others, took effect following the promulgation of Republic Act No. 9485, otherwise known as the “Anti-Red Tape Act of 2007”.


In CY 2015, the frontline services still remain to have the most number of clients. Essentially, these services are part of the core programs and functions of the Department that are being delivered to the public.


with reporting from DOLE ARTA Secretariat


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