1. Integrated Anti-Red Tape ARTA Program

3. Integrated ARTA Program
What we have
What we do
What we get

4. What we have 1
Legal basis & support

5. Republic Act No of 2007
An Act to Improve Efficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof

6. Partners

7. What we do 2
The initiatives

8. Integrated Anti-Red Tape (ARTA) Program

9. Citizen’s Charter
pioneered in the UK as an extension of the New Public Management reforms
powerful tool for improving standards of public service
instrument for achieving greater accountability and transparency in service delivery

10. The Citizen’s Charter represents a promise to the public
on the kind of service they can expect from government offices. All government agencies are required to create, post, and comply with their Citizen’s Charter under ARTA.

11. ARTA Violations related to Citizen’s Charter
Failure to render frontline services within the prescribed period on any application and/or request without due cause; Imposition of additional irrelevant requirements other than those listed in the first notice
FIRST OFFENSE
Thirty (30) days suspension without pay and mandatory attendance in Values Orientation Program
SECOND OFFENSE
Three (3) months suspension without pay.
THIRD OFFENSE
Dismissal and perpetual disqualification from public service
Above-mentioned violations, along with other violations provided in ARTA’s Implementing Rules and Regulations (IRR) may be reported to the Contact Center ng Bayan 24/7 or noted whenever the Report Card Survey is conducted.

13. Contact Center ng Bayan (CCB)
CCB is the government’s central helpline against red tape.
Image source:

14. Contact Center ng Bayan Data
86%
10% 4% …
128,164
citizen feedback received since Sep 2012
Contact Center ng Bayan Data

15. Contact Center ng Bayan Process Flow
Client transacts w/ a gov’t office
Client uses CCB
CCB takes action/ monitors referrals
Agencies take action/ resolve issues
CCB relays feedback to clients
Client gives appreciation
Contact Center ng Bayan Process Flow

16. The Report Card Survey
complements the Contact Center ng Bayan and makes public feedback collection two-way.

17. ? ? ? ? ? Report Card Survey WHEN WHERE HOW WHY WHAT
within the gov’t office (not a household survey)
HOW
conducted through client interviews
WHERE
immediately after the client’s completion of his/her transaction ?
WHAT
It is a citizen survey
WHY
to measure the frontline service performance of gov’t offices ? ? ? ?

18. Filipino customers interviewed from 2010-2015
126,360
Filipino customers interviewed from

19. Excellent
Outstanding
Good
Acceptable
Failed

20. AREAS MEASURED
Two core areas and eleven sub-areas. 80% of the score comes from respondents’ answers while 20% come from ARTA staff’s observations
FINAL NUMERICAL RATING
This makes it easier for both agencies and citizens to objectively monitor the progress in the frontline service performance of an office.
FINAL DESCRIPTIVE RATING
Determines consequent actions – SDEP or CSC-SEA; published in national broadsheets annually.

21. Two tracks after RCS Excellent Failed
Offices with this rating become Citizen’s Satisfaction Center Seal of Excellence Award (CSC-SEA) candidates. They should qualify in the succeeding validation and process to be granted the award.
Failed
Offices with this rating undergo the Service Delivery Excellence Program (SDEP). CSC assists offices through either a Level 1 SDEP for failure due to minor infractions, or a Level 2 SDEP for failure due to system, structure, and/or staff.

22. Citizen’s Satisfaction Center Seal of Excellence
An award given to government service offices that demonstrate EXEMPLARY FRONTLINE SERVICE DELIVERY which passed the two- phase validation process; it aims to promote service excellence in public frontline delivery and inculcate continuous improvement
Categorized into three:
Five star CSC-SEA
Four star CSC-SEA
Three star CSC-SEA

23. CSC-SEA Points garnered Percentage Type of CSC-SEA Award
Reward to be Given
45-50 points %
Five star CSC-SEA
Wall-mountable plaque and PhP 100,000.00
40-45 points
80-90 %
Four star CSC-SEA
Wall-mountable plaque and PhP 25,000.00
35-40 points
70-90%
Three star CSC-SEA
Wall-mountable plaque
Below 35 points
Below 70%
Not eligible
No reward

24. A spot check of offices conducted by Heads and officials of the CSC
ARTA Watch
A spot check of offices conducted by Heads and officials of the CSC

25. Results attributable to ARTA, according to other gov’t agencies
What we get 2
Results attributable to ARTA, according to other gov’t agencies

26. Employees’ behavioral change

27. Physical Improvements
Government
Service
Insurance
System
Further, in terms of physical improvements, “Results of the ARTA-RCS serve as basis for the agencies to improve their facilities. Needs of the service office are identified and improvements/changes are made—fast—making service offices at par with private offices. The changes/improvements become one of the priorities of the agencies and become included in their mid- year/term proposals.”
Physical Improvements

28. Land Bank philippines Reduced red tape Of the
Most importantly, as to red tape reduction, “Agencies also find ARTA-RCS to be significant in curbing red tape as it helps promote transparency, and the agencies agree that because of the posted Citizen’s Charter, employees become aware of their accountability to the public. Work processes are followed, requirements for a certain service are clarified, and under-the-table transactions are diminished. For the agencies, ARTA-RCS is also a way of reviewing the frontline service delivery--streamlining of documents and shortening the processing time.”
Reduced red tape

29. OGP
Launched in 2011 to provide an international platform for domestic reformers committed to making their governments more open, accountable, and responsive to citizens. In 2015, the Integrated ARTA Program was included in the OGP National Action Plan

30. Civil Service Commission
In collaboration with various stakeholders, CSC is dedicated to improving the quality of public service delivery to address the ever-growing and complex demands of the public for excellent government services.
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