DSWD forms recognition system for frontline employees

MANILA, Philippines — The Department of Social Welfare and Development (DSWD) has established a recognition system to commend their frontliners who provide excellent public service to the country’s indigents who turn to the DSWD for help.

The DSWD’s Finance Management Service (FMS) set up the recognition system using the agency’s certification with ISO 9001:2015 on Standards of Quality Management System (QMS).

The QMS certification trains the DSWD’s main focus on the constant improvement of the organization to achieve customer satisfaction.

With an ISO 9001:2015 standards certification, the DSWD is expected to achieve a consistent system in ensuring high levels of customer satisfaction and continuous improvement.

In December 2020, the DSWD issued the standard operating procedure on client satisfaction measurement and continual improvement system to provide a feedback mechanism for clients served by their offices.

In line with the project, the DSWD FMS has developed a rewards program as a way to encourage employees to give their best in providing stellar service to customers.

The rewards program aims to recognize the efforts of the divisions, sections and individuals that work hard to achieve the best customer satisfaction.

For each category, the top three performers will be selected based on the result of the analysis of customer feedback and fulfillment of the FMS internal criteria, and will be rewarded with a Certificate of Recognition and a customized ribbon.

In addition, the number one performer per category will be also awarded a customized belt for their outstanding performance in providing customer service.

The awarding for the exemplary performers of the FMS will be given monthly.

In establishing this initiative, the FMS hopes to boost the morale of the workers, motivate the employees to provide their best public service at all times and increase employee engagement.

DSWD Secretary Erwin Tulfo recently issued an appeal to the agency’s employees to treat indigents who run to them for assistance with professionalism, due courtesy and respect.

Tulfo recently sacked two employees for being disrespectful.

The employees, whose identities were withheld, were assigned at the Ninoy Aquino International Airport and the DSWD’s satellite office in Tagbilaran, Bohol.

The employee at the NAIA was relieved for disregarding a mother and her child who had just arrived in the country then, according to the DSWD chief.

The mother sought assistance from the DSWD employee about travel guidelines for minors imposed by the Inter-Agency Task Force for the Management of Emerging Infectious Diseases.

On the other hand, the employee in Bohol was relieved for disrespecting a mother, who asked about the requirements for the Pantawid Pamilyang Pilipino Program or 4Ps, according to Tulfo. –  Emmanuel Tupas