Citizen Satisfaction Index System

A Citizen-centric Strategy

What is CSIS?
The Citizen Satisfaction Index System is a
set of data tools designed to collect and
generate relevant citizens feedback on
local governments service delivery
performance and on the citizens general
satisfaction.

Current Policies
DILG Memorandum Circular No. 2012-113
Promulgates the implementation of the
CSIS
Medium-Term Philippine Development Plan 20112016
a National Citizen Satisfaction Index
should be developed that will serve as
common measuring tool of efficiency,
effectiveness, accessibility, integrity,
transparency and accountability of
government agencies in the delivery of

Concerned
Parties
Bureau of Local Government
Supervision
DILG Regional Offices
Local Resource Institutes

201
2

Development of tools
Development of fieldwork procedures
Phase I Pilot testing (July-September)
Phase II Pilot testing (October-December)

Pilot Test Coverage

Phase I
Sto Tomas, Batangas
Batangas State University
Iloilo City
Central Philippine University
El Salvador, Mis Or.
Mindanao University of S&T

Phase II
City of San Juan
UP-NCPAG CLRG
Lipa City
Batangas State University
Kalibo, Aklan
Aklan State University
Tagoloan, Mis. Or
Mindanao University of S&T

201
3

Finalization of tools and guidelines

Development of the CSIS Analysis Plan
Finalization of the CSIS manual
LRI Training
Rollout in 34 cities

201
4

Utilization Conferences
LRI Training
Rollout in 52 cities

 Venue for capturing

peoples voice
LGU planning toward
improvement of service
delivery performance
Photo by: Pat Hocchuan

Benefits
of
the CSIS

LGU budget prioritization

Reference for NGAs and
Congress (program/ project
intervention)
Guide for CSOs and
private sector in engaging
with the government

Analytical Framework

Awareness

KNOWLEDGE

Availment

Assessment

CONTACT

SATISFACTION

SAMPLE AWARENESS QUESTION (SOCIAL WELFARE)

Sa inyong pagkakaalam, ano po ang mga programang kaugnay ng
kagalingang panlipunan o social welfare ang ipinatutupad ng inyong lokal na
pamahalaan?

SAMPLE AVAILMENT QUESTION (SOCIAL WELFARE)

Alin po sa mga ito ang napakinabangan ninyo o ng sinumang miyembro ng
inyong sambahayan?

SAMPLE ASSESSMENT QUESTION (SOCIAL WELFARE)

Sa mga programang inyong napakinabangan, kayo po ba ay:
Lubusang nasiyahan
Nasiyahan
Hindi masabi kung nasiyahan o hindi nasiyahan
Hindi nasiyahan
Lubusang hindi nasiyahan

Needs Assessment
Refers to the citizens perceived level of
importance and significance assigned to the
services.
SCALE

DESCRIPTION

Very Important

Important

Cant say whether important or not

Not important

Not at all important

Sabihin kung (read rating board below)para sa iyo ang mga sumusunod
na serbisyong may kaugnayan sa kagalingang panlipunan o social welfare.
Talagang importante
Importante
Hindi masabi kung importante o hindi importante
Hindi importante
Talagang hindi importante

Criterion Reference Rating

Components
Health Services
Tourism Promotion
Services

Agricultural
Support

Basic Education
Services

Citizen
Satisfaction

Social Welfare
Services

Governance
& Response

Environmental
Management
Public Works &
Infrastructure