Mamamayan muna: CSC eyes quick action to strengthen program

The Civil Service Commission wants government agencies to designate a Bilis Aksyon Partner to oversee that the "Mamamayan Muna" program is being institutionalized.

Through the Bilis Aksyon Partner, there is already a means for the public to give their feedback whether good or bad regarding the services of a certain government organization.

CSC wants the Mamamayan Muna Program to become an integral part of frontline services. "BAP will ensure prompt action on reports received from the public," CSC chairperson Karina David said.

The MMP, launched in 1994, is a nationwide client satisfaction and feedback mechanism that seeks to institutionalize courtesy, efficiency and prompt service to the public.

It also endeavors to confer immediate recognition on state employees for good service and to provide the public with a mechanism for redress of grievances against ill-mannered and erring employees as well as tedious procedures in government offices.

Reports or feedback, CSC said, may take the form of commendation for good services provided by agencies and for employees who have rendered prompt, efficient and courteous service; request for assistance on transactions pending action or not being duly acted upon by concerned agencies; complaint/grievance against government personnel who have shown undesirable actions in the performance of duty; suggestion aimed at further improving service delivery of agencies; or query on policies, programs and services of government agencies.

Since the launching of MMP, a total of 61,115 reports have been generated. The biggest bulk of reports were requests for assistance comprising 43 percent or 26,086 reports.

Complaints constituted the second highest number of reports totaling 19,141 or 31 percent.

On the other hand, commendation reports generated reached 13,813 while queries and suggestions numbered 1,932. - Ferliza C. Contratista/MEEV