Buenbrazo, M. J. G. (2016). Enhancing the efficacy of the government customer feedback system (Unpublished master's thesis). Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program Senior Executives Class Batch 4 Thesis (SEC)--Development Academy of the Philippines.

In these times the elements of good governance have transcended the aspects of effectiveness, efficiency, and economy. No less that the Organization for Economic Cooperation and Development (OECD) has identified Accountability, Transparency, and Participation as key elements of Good Governance (OECD, 2013). Institutionalization of customer feedback systems (also referred to as citizens' feedback) in large developed countries (such as the United States and all Western European states), small nations like Mauritius, and even state governments like Punjab of Pakistan had become a lynchpin of most reform programs of the European Union. For a developing country like the Philippines, the impetus towards the inclusion of customer feedback as a means to improve government performance is driven by domestic necessity to be more effective in providing services to the citizens. It includes external incentives, inter alia: attracting higher levels and more permanent foreign investment, making greater access to and cheaper credit, and increasing trade revenues. There were several programs which sought the institutionalization of customer feedback, albeit limited in scope of government services (2001 Filipino Report Card on Pro-Poor Services) or in the scale of coverage (2007 Good Governance Model introduced in Naga City). It was only in the year 2007 that a more encompassing effort to reduce red-tape, to lessen corruption, and to make government service more effective and efficient was realized with the passage of the Anti-Red Tape Act (ARTA). The law mandated the adoption of standards for service delivery by government agencies, government-owned or controlled corporations (GOCCs), and local government units (LGUs), as well as the processing of customer feedback by each office and by the Civil Service Commission through the conduct of Report Card Surveys (RCS). The ARTA propelled the launching of the agency Citizen's Charter which supported transparency, simplified frontline service procedures, and enhanced government accountability for the people whom they serve...