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Overview

Under the Republic Act (RA) No. 11032 or the “Ease of Doing Business and Efficient Government Service Delivery Act of 2018,” all government agencies are required to establish a client feedback mechanism to ensure continuous improvement of public service. In 2022, the Anti-Red Tape Authority (ARTA) released Memorandum Circular (MC) No. 2022-05 titled “Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement” (CSM) to standardize the tool for measuring client satisfaction. As part of its mandate to provide quality education and efficient public service to its stakeholders through ensuring client satisfaction, the Department of Education (DepEd) reiterated the implementation of the CSM through DMOUHROD-2023-0930 titled “Implementation of the Client Satisfaction Measurement (CSM) Form Prescribed by the Anti-Red Tape Authority” issued on July 12, 2023. The Department believes that a structured platform for feedback is significant for policy formation and decision-making as well as improvement of services offered by offices. Offices can ensure that the existing services and programs are aligned with the actual needs of our stakeholders by identifying and addressing the gaps, bottlenecks, and inefficiencies of the services they offer to the public. Hence, the Department annually prepares the harmonized Client Satisfaction Measurement (CSM) Report in compliance with the Anti-Red Tape Authority (ARTA) Memorandum Circular (MC) No. 2022-05 titled “Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement.” The implementation of the updated CSM Form was further reiterated in DepEd through DM-OUHROD-2023-0930 titled “Implementation of the Client Satisfaction Measurement (CSM) Form Prescribed by the Anti-Red Tape Authority” issued on July 12, 2023.