CuSSA Roll-out Training 2022 for DPWH Offices

DPWH

1. The Customer Satisfaction Survey Application (CuSSA) was developed in compliance to the IRR of Republic Act No. 11032 also known as Ease of Doing Business Act of 2018 specifically Rule IV, Section 3, item “b”, to wit: “ b. Develop and foster client feedback mechanism and client satisfaction measurement All agencies shall embed feedback mechanisms and client satisfaction measurement in their process improvement efforts. The agency shall report to the Authority the results of the Client Satisfaction Survey for each service based on the guidelines to be issued by the Authority.”

2. The (CuSSA) shall also support the recording of customer feedback in line with the implementation of Quality Management System (QMS) towards ISO 9001:2015 certification. CuSSA enables the Department with better recording, management and monitoring of walk-in customers’ feedback. Built-in functions are based on the Department Order 169 series of 2016 for a more efficient and quality records management.

3. The Inter-Agency Task Force (IATF) on the Harmonization of National Government Performance Monitoring, Information and Reporting Systems (Administrative Order No. 25, series 2011) suggests that ease of transaction of critical external and internal services may be achieved through streamlining: Standardization of core processes including those implemented in the Regional, Satellite, and Extension Office; Digitization e.g., by developing electronic or online paperless systems for faster, easily accessible, seamless, and more efficient public service delivery.

4. Department Order No. 264, series 2022 or the Implementing Guidelines on the Use of the Customer Satisfaction Survey Application ( CuSSA ) To measure the government efficiency in serving the public and ensure continuous improvement in the public service deliver, AO 25 through its guidelines on the grant of the Performance-Based Bonus (PBB) requires all government agencies to establish a harmonized citizen/client satisfaction survey and submit report that characterize the total experience, expectation, and satisfaction in the delivered public service among clients. Evidences of achievement in the ease of doing business/ease of transaction shall also be submitted in compliance with the requirements set by AO 25 IATF and Report Card Survey (RCS) 2.0 program implemented by the Anti-Red Tape Authority (ARTA).

5. To improve the process of managing Customer Feedback To improve data quality and application interfacing T o p r o d u c e a n a l y tics t o mon i t o r t h e t r e n d s of C u s t om e r Feedback

6. I O M S C u S S A PIS AA M S C u S S A PIS IOMS AAMS Customer Satisfaction Survey Application Personnel Information System Internal Organization Management System Administrative Area Management System Organization Data Employee Data Location Data

7. Department Order 169 s.2016 Accomplish Customer Feedback Form (CFF) Customer Feedback P e r f or m T r a n s a c ti o n Requests, Queries, C omp l a i nts, Frontline Services Customer DPWH Employee Customer Feedback Form Customer Store CFF for Quarterly Reporting Accomplished CFF Stored C ustome r Feedback Generate Summary of Customer Feedbacks DPWH Employee Generate DPWH Performance Report Summarized Customer Feedback Report Stakeholders Relations Service Corporate Planning and Management Division DPWH Annual Performance Report Performance Governance System (PGS) Administrative Order No. 25 s.2011 DPWH Employee START HERE

8. Department Order 169 s.2016 Accomplish Customer Feedback Form (CFF) Customer Feedback P e r f or m T r a n s a c ti o n Requests, Queries, C omp l a i n ts, Frontline Services Customer DPWH Employee CuSSA Customer Store CFF for Quarterly Reporting Accomplished CFF Stored C ustome r Feedback Generate Summary of Customer Feedbacks DPWH Employee Generate DPWH Performance Report Summarized Customer Feedback Report Stakeholders Relations Service Corporate Planning and Management Division DPWH Annual Performance Report Performance Governance System (PGS) Administrative Order No. 25 s.2011 CuSSA CuSSA START HERE

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10. The AO25 IATF aims to continually achieve a government-wide improvement through seamless public service delivery. In achieving this, service quality standards in delivering frontline services, doing business with the government, industries, various sectors, and the citizens must be institutionalized across all government agencies.

11. Responsiveness Reliability (Quality) Access and Facilities Communication Costs Integrity Assurance Outcome

12. “ I T - e n a b l e d D P W H ” Information Management S e r v i c e

13. HARMONIZED CSM QUESTIONNAIRE I. CSM Questions Three (3) questions related to the Citizen’s Charter One (1) question related to the client’s overall satisfaction with the service availed Eight (8) questions related to the Service Quality Dimensions Demographic Questions Open-ended Questions

14. Information Management Service D e p a r t m e n t o f P u b li c W o rk s & H i g h w a y s

15. External Stakeholder-Side - Customer Feedback Form Administrator-Side Dashboard Survey Feedback Reports Administration

16. Reporting

17. “ I T - e n a b l e d D P W H ” Information Management S e r v i c e

18. Application Administrator (AA) Stakeholders Relations Service User (SRS) Central Office Public Information Officer (CPIO) Regional Public Information Officer (RPIO) District Public Information Officer (DPIO) Front Desk Officer (FDO)

19. MODULES USER ROLES AA SRS CPIO * RPIO * DPIO * FDO * Dashboard ✔ ✔ ✔ ✔ ✔ ✔ Survey Feedback ✔ ✔ ✔ ✔ ✔ ✔ Reports ✔ ✔ ✔ ✔ ✔ ✔ Administration ✔ * accessible data are within their area of authority

20. A E B D F I J K L M Application Name User Profile Main Modules C Sub-Modules H a m bu rg e r Menu M o du l e Name G Search Filter Main Screen Logout Button H Record Count Table Search Data Table Pagination

21. Information Management S e r v i c e “ I T - e n a b l e d D P W H ” To access the application, go to: Client : http://trng-web06:17011 Admin: http://trng-web06:17012 Login using your DPWH Network Account (Network ID and Password)

22. Action Timeline Primary Responsible Person/Office Capacitate Process Owners with Frontline Services in ROs/DEOs on usage of CuSSA Upon completion of Rollout Training Regional and District Public Information Officers Issuance of a directive (Department Order/Memorandum) on the implementation of CuSSA Upon completion of all Rollout Trainings (November 2022) Stakeholders Relations Service (SRS) Implementation (Live Use) Upon approval of the directive (January 2023) End-users Submission of CuSSA Access Request Form Upon completion of Rollout Training End-users

23. Information Management S e r v i c e “ I T - e n a b l e d D P W H ” Links where you can practice and navigate the application: Client : http://trng-web06:17002 Admin: http://trng-web06:17001 Login using your DPWH Network Account (Network ID and Password)

24. For any questions/concerns related to CuSSA, you may coordinate with: Stakeholders Relations Service: Mr. Nestor E. Presto (Application Administrator) - 43280 Ms. Zarah Mae B. Mabini – 43281 Ms. Abigail F. Ragonjan – 42989 Or log your concerns to IT Help Desk MyIT: http://cobrmits.dpwhnet.gov.ph:9000/ux/myitapp/

25. “Customers may forget what you said but they’ll never forget how you made them feel.” - A non y m o u s