Legaspi: DILG's CSIS may not accurately reflect citizen satisfaction of local government performance
01 February 2016
At the Seventh of CLRG's Past Forward Lecture Series, Dr. Perla Legaspi, former Director of the Local Government Center (now CLRG), said that the DILG's Client Satisfaction Index System (CSIS) does not accurately reflect citizens' satisfaction of local government performance. The lecture was held last 29 January 2016 at NCPAG, UP Diliman, Quezon City. Legaspi claims that the CSIS instrument may unduly over-represent respondents who do not know or have not availed of LGU services. She also noted the complex methodology for the selection of respondents. She derives these observations from their experience of conducting the CSIS in Dagupan City where they encountered such challenges. Aside from serving as LGC Director and NCPAG Professor, she was also former Director of the Human Resources Development Office (HRDO) and former Vice Chancellor for Administration of UP Diliman.
The CSIS is a tool currently being implemented by the Department of the Interior and Local Government (DILG) through the Bureau of Local Government Supervision (BLGS). It seeks to promote transparency, accountability, participation and performance by identifying gaps in the delivery of services, providing basis for policy interventions to enhance local service delivery, and determining citizens’ awareness, availment and satisfaction on local governance. The CSIS uses a house-to-house approach in administering the survey which may lead an enumerator to respondents who may not have directly availed of an LGU service.
DILG-BLGS' Russell Jef Castañeda, focal person and co-developer of the CSIS said that such nuances in implementing the tool have been reported to them and that there are some limitations as pointed out by Dr. Legaspi. He added that DILG is taking steps to address issues on what can be adequately measured. The CSIS was on a limited trial run and the suggested improvements will be incorporated before it is fully rolled out as a required activity.
Commission on Higher Education (CHED) Commissioner Alex Brillantes, Jr. will be delivering the Eighth and last Past Forward Lecture on 17 February 2016 at the NCPAG Assembly Hall, UP Diliman Quezon City, for 1.00 to 4.00 p.m.
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