Republic of the Philippines ENERGY REGULATORY COMMISSION 31 January 2023 Sec. Ernesto V. Perez Director General Anti-Red Tape Authority (ARTA) 4th & 5th Floor, NFA Building, ‘NEFA Compound, 1128 Visayas Ave, Diliman, Quezon City, 1128 Metro Manila SUBJECT : SUBMISSION OF THE CLIENT SATISFACTION MEASUREMENT REPORT FOR FY 2022. Dear Sec. Perez: In compliance with ARTA Memorandum Circular No. 2019 - 002, the Energy Regulatory Commission (ERC) hereby submits its report on the Client Statisfaction ‘Measurements (CSM) for FY 2022. Attached are the following requirements: 1. Harmonized Client Satisfaction Measurement Report 2022 (ist Edition); and 2. A Portable Document File (PDF) containing clear copies of the CSM survey forms. Should you have any questions or clarifications you may contact Atty. Don A. So Hiong of our Planning Division through this e-mail — [email protected] or through these contact numbers ~ (02) 8689-5372 loc. 5324 and 5212. We hope you find everything in order. ‘Thank you. Very truly yours, ERC : STMMNGTMITTINM] MONACHA Cixi cane, Amn vient Chairperson and CEO a Gua nat Abr ce | Exquadra Tower, 1 Jade Drive, Onigas Center, Pasig City 1608 ‘Metro Manila Philippines “Tel. No. (02) 863 aceon: wo fms ERC EPH, ‘new wie comvERCRDPHARMONIZED CLIENT SATISFACTION MEASUREMENT REPORT 2022 (4ST Edition)TABLE OF CONTENTS About the ERC Legal Basis Scope and Period Covered of the Citizen Client Satisfaction Survey (CCSS) Surveyed Services Methodology Result of the Harmonized CSM Result of the Agency Action Plan Continuous Agency Improvement Plan for FY 2023 Index 2 | ERC Harmonized Client Satisfaction Measurement Report 2022 Ist Edition) ROrIanuaweI, ABOUT THE ERC Republic Act No. 9136 or the Electric Power Industry Reform Act of 2001 (EPIRA) created the Energy Regulatory Commission (ERC). Pursuant to Section 43 of the EPIRA, the ERC, as an independent quasi-judicial and regulatory body, regulates the generation, transmission, distribution, and supply sectors in the electric power industry. It deals with the concerns and welfare of electricity consumers. Its function is to ensure that there is a balance between supply sufficiency, public utility efficiency, the viable operation of energy industry players, and that the supply of electricity is based on the least cost. I. LEGAS BASIS Pursuant to Section 12 of Republic Act (RA) No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, a feedback mechanism shall be established in all government agencies covered under Section 3 of RA. No. 11032. On 12 August 2019, the Anti-Red Tape Authority (ARTA) released ARTA Memorandum Circular (M.C.) 2019-002? which required agencies to “embed a client satisfaction measurement in their government service improvement efforts.” According to the M.C., the said measurement “shall assess the overall satisfaction measurement to enable them [agencies] to adopt a measure that fits the nature of the government services offered by the agency.” Furthermore, the client satisfaction measurement report of the agency shall detail the scope and period covered, the methodology used, the results of the measurement, and the interpretation of data. This shall then be submitted to the ARTA. On 02 December 2019, ARTA issued M.C. 2019-002-A° or the “Supplemental Guidelines on ARTA Memorandum Circular 2019-002, s. 2019, which provided further clarifications on ARTA MC No. 2019-002. The supplemental Guidelines was issued in view of the Administrative Order (AO) No. 25 Inter-Agency Task Force on * Section 12 of Repubic Act (RA) No. 11032 amended and renumbered as Section 10 of RA No, 9485 to Section 20 to read as, fotows: ‘Sec. 20. Report Card Survey. ~ Al offices and agencies provsing government services shall be subjected toa Report Cara Survey to be intted by the Author, in coordination with fe CSC, and the Philppne Slatstics Author (PSA). which shall be used to obtain feedback on how provisions ofthis Adl are being flowed and how the agency is performing "The Report Card Survey shal also be used to obiin information andlor estimates of hidden costs incurred by applicants oF requesting partes to access governments services wich may include, ut isnot mite to, pibes and payment ofr. The recl of the survey shall also become basis forthe grant of awards, recognition andor ncerives for excallert delivery of services in all goverment agencies. "A feedback mechanism shall be established in all agencies covered by this Act and the results thereof shall be incorporated in hee annual pot” * Guidelines onthe Implementation ofthe Ciizen's Charter in Compliance wih Republic Act 11032, Otherwise Known as the “Ease of Doing Business and Effient Goverment Service Delivery Act of 2018,” and ifs Implementing Rules and Regulations GRR » Supplemental Guidetnes on ARTA Circular No. 2019-002, Series of 2019 or the “Guidelines on the Implementation ofthe CCtizen’s Charter in Compiance wit Republic Act No. 11032, Otherwise Known as the "Ease of Doing Gusiness and Effcent ‘Government Senice Devery Act of 2018” and is Impiementing Rules and Regulations (RR) 3 | ERC Harmonized Client Satisfaction Measurement Report 2022 (Ist Edition)the Harmonization of National Government Performance Monitoring, Information and Reporting Systems (AO 25 IATF). Il. SCOPE AND PERIOD COVERED OF THE CITIZEN CLIENT SATISFACTION SURVEY (CCSS) The scope of the survey covers the services provided by the ERC to its clientele/ stakeholders (regulated entities, private distribution utilities, electric cooperatives, electricity consumers and the public in general), All walk-in clients availing frontline services in the ERC was provided with the survey form. In consideration of the different transactions done in the ERC, the survey form used was customized and harmonized to fit for each service rendered by the ERC. ‘The ERC used the existing Approved Harmonized Survey Form. It asked clients the eight (8) questions related to the Service Quality Dimensions (SQD)* as shown in Table 1. The attributes are indicated side-by-side with the SQD for easier reference. Moreover, included in the survey form is an open-ended suggestion/comment section to cover additional points for improvements from the clients. Table 1. Eight (8) Service Quality Dimensions and their Corresponding Attributes 5 |g seem er Aur 1 | Responsiveness Provides service ina prompt manner 2 Reliability (Quality) Performs the service right the first time 3 Access and Facilities Convenient location, user-friendly website, and clear, readable, and concise information materials 4__| Communication ‘Communicates in an easily understandable language 5 Costs Provides timely billing processes with convenient methods of payment at reasonable costs 6 Integrity Makes you feel safe and secure during transactions. 7 | Assurance Frontline staff has knowledge to answer questions and concerns related to the services being rendered_ 8 ‘Outcome | Provides the intended output/service expected to be delivered The ERC conducted surveys from January 2022 to December 2022. ‘Memorandum Circular No, 2020-1, Guidelines onthe Grant ofthe Pertrmance-Basod Bonus (PBB) for Fiscal Year (FY) 2020, under Executve Order No, 80, 8.2022 and Executive Order No. 201, 2016, 4 | ERC Harmonized Client Satisfaction Measurement Report 2022 (st Edition)IV. SURVEYED SERVICES ‘The following services provided by ERC were surveyed using the existing approved Client Satisfaction Measure (CSM) tool: Table 2. ERC External Service 1 ‘Acceptance Testing 79 aut 2,354,428 2 | Elevated Metering Center ° 9 9 Approval 3 | Field Testing of Meters and 7 159 18, 508 Instrument Transformers (Consumer Request/ DU Request/ CSD Endorsed) 4 | Issuance for Certificate of 62 ‘3200 ‘3,200 Compliance (COC) 3 _| Issuance for Retail Electricity ° 9 9 ‘Supplier (RES) License © [Issuance of Certified Copies 4 70 19) of Documents, 7 _ | Laboratory Testing of Meters 2 682 3251 and Instrument Transformers (Walk-In Consumers) Meter Shop Accreditation 3 6 Meter Type Approval ° 39 SB 10 | Processing/Accoptance of a 70 370 Pre-filing/Filing/ ‘Submission of Applications ui | Processing/ Acceptance of 33 166 166 Applications 1 | Procedures in Collecting 105, 4513 4513 Payments 13 | Receiving of Consumer 27 ory 04 Complaints against Electric Distribution Utilities and Other Providers of Electric Power 14 | Receiving _ of _Initiatory 35 2,653 4602 Pleadings (ie. applications, petitions, verified complaints) 35 | Receiving of Letters) ° For 701 Correspondence Not Relating to Any Case Filed Before the ERC 5 | ERC Harmonized Client Saisuction Measurement Report 2022 (Ist Edition)Receiving of _Subsequel Pleadings and Letters/ Correspondences with Assigned Case Numbers 17 | Receiving of _ Veri (Formal) Complaints Ag Electric Distribution Utilities and Other Providers of Electric Power 38 | Validation of — In-Service 26 82 1,645,243 ‘Meter Sampling Results TOTAL a2 18,335, 4,022,298 The Five Hundred Twenty-two (522) respondents out of the Eighteen Thousand ‘Three Hundred Thirty-Five (18,335) clients served were able to answer the survey. This resulted in a 2.8% response rate for 2022. Vv. METHODOLOGY The methodology used in measuring client satisfaction is through the administration of a survey questionnaire form. The said form was given to every walk- in client that transacts official business with the ERC after the service has been rendered. Survey forms and survey boxes were available at the guard’s post near the Officer of the day's corner/Office entrance/exit door/. The survey form is designed to be simple and brief, so as not to demand much time from the clients in filling out the same. ‘The eight (8) service quality dimensions were scored using the 5-point Likert Scale shown in Table 3. ‘Table 3. Likert Seale with Corresponding Rating Seale Average ‘Rating 1 1t0 14 ‘Very Dissatisfied 2 102.00 ‘Dissatisfied 3103.99 ‘Neither Satisfied nor Dissatisfied 4 410 4.99 Satisfied ‘Very Satisfied VI. RESULTS OF THE HARMONIZED CSM FOR FY 2022 a. Count of SQD results Based on the data gathered, most respondents were satisfied with ERC in terms of the eight (8) service quality dimensions based on the result of the tabulated survey form submitted by the client/respondent. The results per service quality dimension is shown in Table 4. 6 | ERC Harmonized Clint Satisfaction Messurement Report 2022 (Ist Eton)‘Table 4. Data on the results of SQD Neither sop | Ver | satisfied | Sttsfied | Dissatisfied | p,.VOPGq | Responses | Rating Dissatisfied Responsiveness | 434 @ 3 7 oa | a8 Reliability 8 39 4 oa | 4m and | 385 102) 6 7 7 505 | 4.69 Communication | 494 = a sao | ae Costs 103 9 z 7 469 *| 48 Integrity - 74 = 1 54 484 “Assurance 430 a7 2 7 520 | 48 Outcome 233 89 3 1 7 37 477 ‘Overall 3326 | 709 4 3 6 4088 | 4.78 ‘Note: Based on the collected responses of 522, some clients did not provide answer to a specific service quality dimension as shown in table 4. b. Average score per service Asa result, the overall score of ERC is 4.78 which translate to a score of satisfied. ‘The rating per service shows the score range of 4.45 to 5.00. Table 5 shows the Overall rating of each service surveyed. Table 5. Overall Rating Overall External Services Rating 1 | Acceptance Testing 4.83 2 _ | Field Testing of Meters and Instrument Transformers 479 (Consumer Request/ DU Request/ CSD Endorsed) 'g__[ Issuance for Certificate of Compliance (COC) 484 4 | Issuance of Certified Copies of Documents 4.74 5 _ | Laboratory Testing of Meters and Instrument Transformers 4.63 (Walk-In Consumers) 6 _| Meter Shop Accreditation. 00) 7__| Processing/ Acceptance of Pre-filing/Filing/ Submission of 493 Applications ‘8 _| Processing/ Acceptance of Applications 48: ‘9 | Procedures in Collecting Payments 43 10_ | Receiving of Consumer Complaints against Electric 4.88 Distribution Utilities and Other Providers of Electric Power ii_| Receiving of Inititory Pleadings (i. applications, petitions, 478 verified complaints) 12. | Receiving of Subsequent Pleadings and Letters 445 Correspondences with Assigned Case Numbers 3g _| Validation of In-Service Meter Sampling Results ‘472 ‘External Service Overall a7 VII. RESULTS OF THE AGENCY ACTION PLAN, ‘The ERC undertook the following actions in FY 2022: 1. Implemented the usage of the harmonized CCSS form for all services rendered by the ERC to the transacting public. The CCSS provides a 7 | ERC Harmonized Client Satisfaction Measurement Report 2022 (Ist Edition)satisfaction scale through which clients may rate different aspeets of the services provided by the ERC and their overall experience in transacting with the agency; and 2. Regularly checked the ARTA boxes and reminded the frontline Services to provide survey form to all walk-in/online client after each transaction. VIII. CONTINUOUS AGENCY IMPROVEMENT PLAN FOR FY 2023 1. Utilize the information gathered in 2022 based on the results of the survey conducted to improve the services rendered by ERC to the transacting public; 2. Intensify the implementation of the CSM survey, and the requirements under ARTA Memorandum Circular (MC) No. 2022-004, series of 20225; 3. Implement the harmonized client satisfaction measurement tool prescribed by ARTA under MC No. 2022-05, series of 20226; 4. Adopt the ARTA prescribed online version and devise a mechanism/platform for the administration of the online survey form; 5. Provide survey link and QR code to client after transaction; and 6. Improve the existing facilities (i.e. digitalized walk-in survey form, more convenient areas for consumers). Ix. INDEX The following documents are herein attached for reference: 1. A Portable Document File (PDF) containing clear copies of the CSM survey forms. ‘Guidelines onthe implomentation of Report Card Survey (RCS) "Guidelines onthe implementation of he Harmonized Clert Satisfaction Measurement 8 | ERC Harmonized Client Satisfaction Measurement Report 2022 (Ist Edition)