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Citizen Satisfaction Index System (CSIS)

The Citizen Satisfaction Index System (CSIS) is an assessment tool that generates citizen feedback on the service delivery performance of Local Government Units (LGUs) as defined not only by its availability but also by its reach and quality.

While local governments may already be performing well in terms of internal performance and governance measures, the ultimate goal of local government performance lies in how well local services respond to the needs of the public and how well the public receives these services.

Knowing the level of customer satisfaction is critical if we are to assess the performance of LGUs in the delivery of public goods and services. The CSIS gives us that tangible affirmation that public service is cascaded by local governments down to the ordinary people.

Starting in 2023, the CSIS will now implement the program in the target LGU for 5 years.

To contextualiz the data, the analysis involves several steps covering the concepts of awareness, availment, satisfaction, and need for action.

Awareness refers to the respondent's knowledge of the services being offered by the LGU

Availment refers to the respondent's contact to the LGU through the services being provided. This may suggest the demand for public services

Satisfaction refers to the respondent's contentment after availing the services provided by the LGU. This can also reflect the fulfillment of expectations with the services.

Need for action refers to the respondent's assessment on whether or not a service requires specific and decisive actions for improvement or reform. This is paired with satisfaction to provide an additional dimension that could aid the LGU in having more refine prioritization of services.

Legal Bases

Section 16 and 17, RA 7160 entitled "Local Government Code of 1991"
RA 11292 entitled "The Seal of Good Local Governance Act of 2019"
Policies and Implementation Guidelines set by the Bureau of Local Government Supervision

Service Areas

The CSIS covers seven (7) service areas which are heavily sourced from Section 17 of the Local Government Code of 1991. These different services, which are customized to contextualize the services that are currently or have been provided by the local governments in the past 12 months, will serve as the bases of assessment of the respondents

The seven service areas are as follows:

Health
Support to Education
Social Welfare
Governance and Response
Public Works and Infrastructure
Environmental Management
Economic and Investment Promotion

CSIS Implementation Schedule

Project Implementation

CSIS Target Local Government Units

2025

Iligan City

2024

Valencia City

2023

Iligan City

2022

Libona, Bukidnon

2021

Catarman, Camiguin
Mahinog, Camiguin

2020

Note: Implementation was postponed

2019

Pangantucan, Bukidnon
Sagay, Camiguin
Kolambugan, Lanao del Norte
Jimenez, Misamis Occidental

2018

- - Mambajao, Camiguin
  - Alubijid, Misamis Oriental
  - Claveria, Misamis Oriental

2017

Kapatagan, Lanao del Norte
Manolo Fortich, Bukidnon
Iligan City (Reround)

2016

Lugait, Misamis Oriental
Plaridel, Misamis Occidental

2015

Maramag, Bukidnon
El Salvador City, Misamis Oriental
Tangub City, Misamis Occidental

2014

Malaybalay City, Bukidnon
Valencia City, Bukidnon
Iligan City

2013

Cagayan de Oro City
Oroquieta City, Misamis Occidental
Ozamiz City, Misamis Occidental

Adjusted Project Timelines for CSIS 2025

Partner LRI: Mindanao State University - Iligan Institute of Technology

Target LGU: Iligan City

Region: 10

Adjusted Project Timelines for CSIS 2024

Partner LRI: Bukidnon State University

Target LGU: Valencia City

Region: 10

Call for Proposals for the DILG Technical Assistance Project for Local Resource Institutes

Reminder to the concerned Regional Offices and their respective 2023 LRI Teams on the submission of proposals for the aforementioned grant. This is aligned with the clause stipulated in the Memorandum of Agreement/Contract of Services between the Regional Office and the LRI, which reads as follows:

"WHEREAS, it shall also be required that the LRI be ready to commit and sustain its engagement with the Department for at least five years in lieu of the following project timelines: CSIS in years CY 2023 and 2025, Technical Assistance Project for LRIs in CY 2024 and 2026, and participation on the turnover of CSIS in CY 2027."

The TA Online Application Form and Project Implementation Guidelines may be accessed at https://csis.dilg.gov.ph/Dilg_ta/choose_apply. Deadline for submission of applications and project proposals is on January 26, 2024 to provide ample time for the selection of project grantees.

Call for Proposals for the Civil Society Participation Fund

The Civil Society Participation Fund is a small grant facility for the Department which seeks to cultivate and strengthen the relationship between the Department, Local Government Units, Civil Society Organizations, and other stakeholders through the provision of technical and financial assistance to CSO-led projects that address the service delivery gaps presented in the CSIS Results.

In line herewith, the abovementioned Regional Offices are hereby directed to enjoin DILG Accredited CSOs who have either attended a 2023 CSIS related activity (Utilization Conference or FGD with CSOs) or will develop a project anchored on the 2023 CSIS Results of their respective cities to submit project proposals for the CSPF.

The CSPF Online Application Form and Project Implementation Guidelines may be accessed at https://csis.dilg.gov.ph/Cspf/choose_apply. The application period shall run from February 1, 2024 to March 6, 2024 to provide ample time for the selection of project grantees. Moreover, ROs with remaining CSIS deliverables are strongly urged to ensure that FGD with CSOs will be conducted no later than early February to provide ample time for CSOs to draft their proposals.

Updates

CSIS Updates

Legal Bases / References

LGMED References

R10-LGMED-2025-05-02-012 DOWNLOADING OF 1ST TRANCHE OF PAYMENT FOR CY 2025 CSIS IMPLEMENTATION
R10-LGMED-2025-04-02-021 LETTER TO MSU-IIT RE: DOWNLOADING OF 6TH TRANCHE OF PAYMENT FOR 2023 CSIS IMPLEMENTATION
R10-LGMED-2025-03-26-006 2025 CSIS IMPLEMENTATION - CONTRACT OF SERVICE, TERMS OF REFERENCE, AND 2025 FIELDWORK SPECIFICATIONS AND IMPLEMENTATION GUIDE
R10-LGMED-2025-03-26-002 REVIEW ON CSIS CONTRACT OF SERVICE, TECH SPECS AND TERMS OF REFERENCE
R10-LGMED-2025-03-25-007 POST ACTIVITY REPORT - NATIONAL ORIENTATION CUM LOCAL RESOURCE INSTITUTES (LRI) TRAINING ON THE NEW CITIZEN SATISFACTION INDEX SYSTEM (CSIS) FRAMEWORK
R10-LGMED-2025-02-03-001 LETTER TO BUKSU RE: DOWNLOADING OF 3RD TO 5TH TRANCHE OF PAYMENT FOR 2024 CSIS IMPLEMENTATION
R10-LGMED-2025-01-21-022 POST ACTIVITY REPORT ON CITIZEN SATISFACTION INDEX SYSTEM (CSIS) UTILIZATION CONFERENCE IN LGU VALENCIA CITY
R10-LGMED-2025-01-16-010 POST ACTIVITY REPORT RE: PREPARATORY MEETING FOR THE CSIS UTILIZATION CONFERENCE AND FOCUS GROUP DISCUSSION IN LGU VALENCIA CITY (MEMO BRIEF)
R10-LGMED-2025-01-15-009 PREPARATORY MEETING FOR THE CY 2024 CSIS UTILIZATION CONFERENCE
R10-LGMED-2025-01-15-007 INVITATION TO THE CY 2024 CSIS UTILIZATION CONFERENCE FOR BUKSO
R10-LGMED-2025-01-14-020 CONDUCT OF THE CSIS UTILIZATION CONFERENCE IN THE CITY OF VALENCIA