A Client Feedback Mechanism
The Mamamayan Muna, Hindi Mamaya Na Program is a nationwide
client-satisfaction program which attempts to instill courteous and efficient behavior
among public servants. It addresses the need for behavioral reforms in the bureaucracy,
particularly in the manner by which civil servants deal with the public.
Launched in 1994, the Program is designed to minimize if not totally
eradicate discourtesy, arrogance and inefficiency in the public service. It is a crusade
spearheaded by the Civil Service Commission to establish a culture in the public service
which recognizes the need to serve clients courteously and efficiently at the time they
come for assistance and complete the service they need at the earliest time possible with
the least burden on the part of the clients.
Program Objectives
There are three objectives of the Program: 1) to institutionalize
courtesy and quick service to the public as standard norms of behavior among government
employees; 2) confer immediate recognition on employees for acts of courtesy and prompt
delivery of services; and, 3) provide the public with a redress mechanism for grievances
against discourteous employees and for red tape in government agencies.
Program Concept
Under the Mamamayan Muna, Hindi Mamaya Na Program, a client who
feels dissatisfied with the service of a government agency can bring the complaint to the
attention of the CSC . The CSC mediates between the client and the agency towards
immediate resolution of the complaint.
On the other hand, a client who feels satisfied with the service of a
government employee can report such very satisfactory service to the Civil Service
Commission. The CSC, upon verification of the report in the agency and in coordination
with its head, confers recognition on the employee who rendered very satisfactory or
excellent service.
The ultimate goal of the program, however, is to make good client
service second nature to all government employees and officials such that they render
services not for fear of public censure but out of duty to the public they serve.
Operations of the Program
The Civil Service Commission in the implementation of the Program,
monitors the delivery of frontline services rendered by government agencies by encouraging
people who transact business with government agencies to report or give feedbacks, either
to the agency or to the CSC, on the following: (1) commendation -
or papuri - those who rendered prompt, efficient and honest service; (2) request for assistance - or paghingi ng tulong - on
transactions or requests pending action or not being duly acted upon; (3) complaint - or reklamo - for government personnel who have
shown discourtesy or inefficiency in the performance of duty; and, (4) suggestions/recommendations - or mungkahi - aimed at improving
policies, programs and services of government agencies.
Reports, whether commendations, requests for assistance, complaints and
suggestions are transmitted to the program via telephone, media, written communications or
walk-in complainants. Reports can be sent to either of the following: the Special Projects
and Events Divisiont, Public Information Service of the Civil Service Commission, Central
Office; the Regional Mamamayan Muna Action Center in each of the Civil Service
Regional Offices or to the Bilis Aksyon Partners in the agency.
Both MMOU of the Central Office and Regional Mamamayan Muna Action
Center (RMMACs) in the CSC’s 16 Civil Service Regional Offices are manned by Action
Officers, who receive requests for assistance, reports of good service and suggestions
from the public.
The counterpart action officer in every agency is called Bilis
Aksyon Partner or BAP. BAPs involvement in the program is a way of
institutionalizing the program at the agency level and also to exert pressures on
employees to perform and behave in the prescribed and ideal norms.
Components of the Program
The Mamamayan Muna Program has two basic components: (1) Bilis
Aksyon or Quick Action and (2) Gantimpala Agad or Instant Reward.
Bilis Aksyon
The Bilis Aksyon, which is the main component of the Mamamayan
Muna Program, is the quick administrative justice mechanism to provide quick redress to
citizens when they encounter employees who are not courteous and who are not helpful. It
is meant to address complaints for discourtesy, red tape, failure to attend to clients or
act promptly on public transactions, and other similar acts.
Bilis Aksyon starts with receipt of complaint. The CSC, through
the Mamamayan Muna Action Officer, calls the attention of the agency where the employee,
who had been reported for misdemeanor belongs, right after a report is received.
The first call is via the telephone where the assistance of the agency
Bilis Aksyon Partner (BAP) is sought. A formal letter is then sent to the agency of the
erring employee, citing the complaint received from a caller. The head of the agency is
requested to facilitate action on the report. Action on complaints take the following
forms: comments requested from the complained employee, an inquiry or an investigation or
conciliation or a dialogue where the worker complained of meets the complainant in the
presence of a CSC official and the BAP. The next scenario is always one of handshaking of
both parties involved, thus, the case is settled right then and there. On the other hand,
the chief of the agency issues a memorandum to remind the rest of the employees of their
duties before the public. To the employee complained of, a separate stern warning is
served, either in verbal or written form.
Please note that the intent is deterrence, not punishment. The reason
behind this is simple. If the complaint is pursued and processed with the intent to impose
disciplinary action, all the requirements for formal adjudication must be complied with
--- sworn statements, hearings, lawyers, etc. However, despite all this trouble, there are
cases when the punishments that can be meted out for first time light offenders are
reprimand. Thus, Bilis Aksyon seeks to impose virtually the same penalty without going
through tedious and costly adjudication proceedings.
Click here to view the Bilis Aksyon Partners
Directory
Best BAP Award
The CSC, through the Regional Mamamayan Muna Action Centers, recognizes
the important role played by our Bilis Aksyon Partners in the overall implementation and
success of the program.
In 1998, CSROs NCR, 4 and 10 has conferred the Best BAP Award to
qualified Bilis Aksyon Partners in their regions.
The conferment of the award will go on but in the coming years, the
award or recognition system under the program will be expanded and strengthened to include
agencies, agency heads, media and other organizations. This is consistent with the
principle espoused by the Commission Excellence Recognized is Excellence Nurtured. The
Manual of procedures or Handbook on Mamamayan Muna where the guidelines, criteria and form
of award will be provided is now being prepared by the CSC Central Office.
Gantimpala Agad
Gantimpala Agad is the reward component of the Program which addresses
good behavior in the public service. Its notable feature is that it immediately grants
rewards and incentives to well-performing employees as adjudged by the transacting public.
Upon receipt of a report on the good acts of a government employee, the
CSC, through the Regional Mamamayan Muna Action Center, does a quick check of facts often
by interviewing personnel of the Office who know very well the employee cited in the
report. Sometimes the CSC does a spot check of the Office to discretely ask other workers
around if indeed the employee has been consistently performing well and deserves
recognition.
A simple awards rites, usually during a flag ceremony or program
specially prepared for the occasion, is arranged by the CSC and the agency where the
employee is employed. The employee receives from the CSC Special Gantimpala Agad Pin and
Philippine Flag Pin, Certificate of Recognition, and other incentives as may be provided
by the employee's agency.
Gantimpala Agad Awardees
The Program has conferred recognition on employees for prompt,
courteous, efficient and honest service. As of December, 2002, the Program has recorded a
total of 2,037 Gantimpala Agad Awardees.
A very good example of an awardee is Mr. Manuel Flores of the
Philippine Postal Corporation (PPC). Mr. Flores did not have second thought about
returning some P1.6 million pesos in cash and in cheques to the rightful owner. For his
commendable act, Mr. Flores, who was then a casual employee was automatically given a
permanent job at the PPC. The private sector, on the other hand, went an extra mile in
providing Mr. Flores a motorcycle and a house and lot in one of the leading subdivisions
in the Metropolis.
A compilation of success stories in the program has been prepared by
the Commission. In the succeeding edition or volume, this will not only contain resolved
cases but will include stories of our Gantimpala Agad Awardees and Bilis Aksyon Partners.
Program Support Systems
Among the Program's support systems are the Mamamayan Muna Call
Center; the Mamayan Muna Drop Box; and massive information campaign.
Mamamayan Muna Call Center
To encourage public participation, the Commission has established a hot
line, 932-01-11, dedicated to the Mamamayan Muna Program which is open 11 hours a
day from 7:00 a.m. to 6:00 p.m., Mondays through Fridays, with no noon breaks. The Center
is equipped with an answering machine which can receive or accommodate calls or messages
from the reporting public for the rest of the day or even after office hours. The Action
Center is manned by technical staff knowledgeable enough to substantively assist a
complainant. These Action Officers are empowered to take initial action on the
reports/complaints that they receive within 24 hours. Through media, the Commission has
been aggressively inviting the public to use this hotline number to provide us with
necessary feedbacks.
Other than the hotline that we have in the Central Office, the Civil
Service Regional Mamamayan Muna Action Centers are also provided with facilities or
telephones which can be used for the purpose.
Mamamayan Muna Drop Box (MMDB)
A drop box labelled as CSC Mamamayan Muna Drop Box 724 (MMDB 724) is
installed at the gate of the CSC building and in its 15 Civil Service Regional Offices
including other agencies of the government to provide the public a means to relay their
feedback to the CSC even after office hours and on Saturdays and Sundays. It insures
continuing service to the public 7 days a week, 24 hours a day, hence the code 724.
Reports received at the Box are collected daily and are acted upon within 72 working hours
after receipt of the same.
In the National Capital Region, a total of 44 agencies which have been
featured in the Mamamayan Muna's radio program have been given said dropbox. In this
regard, the Commission has issued a memorandum to all our Civil Service Regional Offices
to enjoin all agencies under their jurisdiction to have their dropbox of their own. Not
only this, agencies which are performing frontline services particularly local government
units and hospitals are requested to replicate the dropbox and have these installed in
practically all barangays, and strategic places in agency buildings. This is to ensure
wider participation of our Mamamayan, the public.
The dropbox to be installed in agencies of the government have two
sections, one for reports to the agency and the other, to the Civil Service Commission. It
is also provided with 4 color-coded forms and posters for use in sending public feedbacks
or reports.
Massive Information Campaign
An intensified information campaign has been undertaken by the CSC to
promote the Program nationwide to generate public awareness. The CSC has utilized the
print and broadcast media to inform the public about the Program and encourage them to
bring to CSC’s attention their complaints or reports of good service. Primers,
posters, matfillers and stickers were translated into the vernacular and disseminated.
TV and cinema plugs were also utilized to inform the public about the
program. The latest which is still being plugged is the one focussing on the theme: Public
Office: A public Trust, Mamamayan Muna, Hindi Mamaya Na. This shows the interviews with
the public, ending with the newly arrived lady in SSS.
Regionalization of the Program
In 1996, the Mamamayan Muna Program was decentralized or regionalized.
The CSC has a regional office in each of the 16 regions of the country. The Civil Service
Regional Offices (CSROs) are tasked to implement the Program in their respective regions.
Through the established Regional Mamamayan Muna Action Center, the RMMACs undertake the
following: conduct of information campaign, coordination with agencies for the designation
of BAPs or Bilis Aksyon Partners, and conduct of HRD intervention for said BAPs, reports
handling, grant of incentives and recognition system for commended employees,
participating and supporting agencies and BAPs and other people and organizations involved
in the program and most importantly, program monitoring.
Statistics
The table below shows some data on the reports received and acted upon
by the CSC:
Year
Received |
Total |
No. of Reports Received / Acted Upon |
| Commendation |
Request for
Assistance |
Complaint |
Recommendation |
Queries |
| sub-total |
% |
sub-total |
% |
sub-total |
% |
sub-total |
% |
sub-total |
% |
| 1994 |
573 |
1.00 |
12 |
0.00 |
---- |
---- |
561 |
1.00 |
---- |
---- |
---- |
---- |
| 1995 |
4,950 |
8.00 |
2,363 |
4.00 |
---- |
---- |
2,587 |
4.00 |
---- |
---- |
---- |
---- |
| 1996 |
9,092 |
15.00 |
6,988 |
11.00 |
---- |
---- |
2,104 |
3.00 |
---- |
---- |
---- |
---- |
| 1997 |
3,495 |
6.00 |
426 |
1.00 |
221 |
0.00 |
2,848 |
5.00 |
---- |
---- |
---- |
---- |
| 1998 |
2,941 |
5.00 |
315 |
1.00 |
364 |
1.00 |
2,262 |
4.00 |
---- |
---- |
---- |
---- |
| 1999 |
2,326 |
4.00 |
307 |
1.00 |
460 |
1.00 |
1,559 |
3.00 |
---- |
---- |
---- |
---- |
| 2000 |
5,505 |
9.00 |
447 |
1.00 |
3,452 |
6.00 |
1,577 |
3.00 |
29 |
0.00 |
---- |
---- |
| 2001 |
4,958 |
8.00 |
1,003 |
2.00 |
2,419 |
4.00 |
1,498 |
2.00 |
38 |
0.00 |
---- |
---- |
| 2002 |
11,994 |
20.00 |
787 |
1.00 |
9,821 |
16.00 |
1,363 |
2.00 |
23 |
0.00 |
---- |
---- |
| 2003 |
6,607 |
11.00 |
479 |
1.00 |
5,422 |
9.00 |
700 |
1.00 |
6 |
0.00 |
---- |
---- |
| 2004 |
3,056 |
5.00 |
274 |
0.00 |
1,749 |
3.00 |
891 |
1.00 |
12 |
0.00 |
130 |
0.00 |
| 2005 |
4,177 |
7.00 |
404 |
1.00 |
1,796 |
3.00 |
936 |
2.00 |
32 |
0.00 |
1,009 |
2.00 |
| 2006 |
3,238 |
5.00 |
95 |
0.00 |
951 |
2.00 |
515 |
1.00 |
15 |
0.00 |
1,662 |
3.00 |
| GRAND TOTAL |
62,912 |
100.00 |
13,900 |
22.00 |
26,655 |
42.00 |
19,401 |
31.00 |
155 |
0.00 |
2,801 |
4.00 |
Type of
Complaints
The subject of complaints received by the Program varies. It may range
from unsatisfactory or poor service (e.g. delayed release of checks, licenses, permits,
etc., slow processing of claims for benefits, delayed resolution of cases); discourtesy
and arrogance of employees; irregularities in personnel actions; misconduct; harassment;
dishonesty; graft and corruption in public office; other grievances (e.g. extortion or
asking for grease money, employee absenteeism, abandonment of posts, etc.).
Conclusion
The Program has successfully provided the public with a feedback
mechanism for grievances against discourteous employees and red tape in government. It has
generated awareness among the public that the government is seriously improving service
delivery program. However, the challenge is still there: the need for an aggressive
information campaign that will keep people from all sectors - the government personnel,
media and the public - fully informed of the program, its objectives, concept and
mechanics.
The success of the Program is dependent on sustaining the interest,
cooperation and genuine commitment of the various sectors particularly those outside of
the bureaucracy: media, NGOs and most important of all, the transacting public. Such
interest, cooperation and genuine commitment can only be sustained if it can be amply
demonstrated that Mamamayan Muna works. We can say that the program is working if the
citizens can get immediate redress for poor, inefficient service from government
employees; if the commendations and praises of people will be given utmost consideration
and shall serve as primary source of employees’ official and personal satisfaction.
Lastly, the program is working if the people’s voices, welfare and satisfaction will
spur continuous improvement and reforms in government policies, programs, systems and
operations.
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