Casas-Libertad, L. (2017). Design and implementation of a client satisfaction survey for DOJ-PPA8 (Unpublished master's thesis). Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program Middle Managers Class Batch 11 Thesis (MMC)--Development Academy of the Philippines.

DOJ-PPA has never measured the following areas from the perspective of the convicted offenders under probation and parole systems: (1) awareness, satisfaction and efficacy over the programs of the Agency (2) impact of the supervisor's interventions to the client's life and his family (3) overall satisfaction vis-a-vis individualized rehabilitation program It is ironic that the clients have never been asked to give their feedback or what, in his opinion, could the Agency do to better deliver its services to the clients. The absence of a Client Satisfaction Survey has actually deprived the Agency of a genuine assessment which could be the basis for citizen-centric policies and improvement in the delivery of Agency services and programs. The introduction of a Client Satisfaction Survey (CSS) in the vernacular form is the solution to fill this gap. It is expected to yield the following results: 1. Relevant feedback from the clients that could be used to improve better deliverty of services to the clients and the community. 2. Significant insight into clients' feelings and needs that could assist the Regional Office in making strategic decisions for the personnel (i.e. reassignment and transfer of PPOs, promotion of PPOs, trainings needed for PPOs, etc.) 3. Substantial findings that could give a clear direction for Field Office's priority projects Initially piloted at Samar Parole and Probation Office (Samar PPO) for Region VIII, the CSS was conducted to seventy-five percent of Samar PPO's active clients, and is thus representative of the general sentiments of the clients in the second district of Western Samar. The survey was also conducted to members of the community, spearhead by the Volunteer Probation Assistants (VPAs) which actually ensured the impartiality and trustworthiness of the answer from the respondents. The successful conduct of the scholar's Re-entry Project yielded data that became a treasure chest of information that actually gave Regional management an insight into the gaps to be filled, especially the level of awareness and availment of Agency's programs and activities which not only helped the management make well-founded decisions, but gave the clients a voice, however miniscule, in the decision-making. The results from the Survey likewise assisted the Field Office's leadership in setting an Action Plan and steering the personnel's efforts to the right direction, especially on responding to clients' needs and looking for resources within its own locality. This is the essence of a citizen-centric government. Significantly, the Re-Entry Project also enhanced the collaborative partnership between the PPOs and VPAs. The contribution of the VPAs to the success of the project is essential, especially since they became actual facilitators to the administration of the questions and actually heard from the clients the sentiments they never had the opportunity to express in the past. A deeper understanding of clients' situation, their plight and their individual needs that goes beyond the clients' folders is by itself, already an accomplishment. With the significant findings culled from the CSS, the project then became not only a pilot study for the whole Region or a re-entry project for DAP, but likewise a reliable valuation that she could use in planning for the future activities and programs of Samar PPO. For a newly-minted Chief who has very little idea about the geography, culture and circumstances of her new assignment, this is very timely and crucial. The results from the CSS also opened the door to limitless possibilities, presenting the scholar an idea on how to appropriately respond to the genuine needs of the clients which, although not anymore part of her deliverables, has become the highlight of the Re-entry project. The Memorandum of Agreement entered into between Samar PPO and Samar State University entitled "Skills and Social Empowerment for convicted offender undergoing community-based and institutional corrections", officially launched on January 23, 2017 at Samar Provincial Jail, not only gave Samar PPO clients the answer to their prayers, but a peek at a brighter future for themselves and their families. The scholar also presented the Re-entry Project before the Regional General Assembly on February 8, 2017 upon the instruction of ROIC Amy Helconida Sarmiento in preparation for its eventual implementation in the other eleven Filed Offices of Region VIII. The Regional Management is intent on being the first Region in the whole country to pilot the CSS before it will be strongly indorsed to the DOJ-PPA Central Office for nationwide implementation. For the scholar, this is just the beginning.