REPUBLIC OF THE PHILIPPINES

DEPARTMENT OF AGRARIAN REFORMTunay na

Pagbabago sa Repormang Agraryo

CITIZEN/ CLIENT SATISFACTION REPORT

Introduction

This survey sought to assess the delivery of services and client

satisfaction in the Legal Division of DAR-Zamboanga Sibugay. Specifically,
this survey seeks to measure the satisfaction level of the clients who are
applying for land transfer clearance covering the 2 nd, 3rd and 4th Quarter of
2019. The first quarter of 2019 is not included because the full
implementation of the Customer/Client Satisfaction Survey Forms started on
the 2nd Quarter of 2019.

Walk-In Clients of the Legal Division of DAR – Zamboanga Sibugay

were provided Clients’ Satisfaction Survey Forms. Mostly, the clients were
Farmers, Cooperative/Association members and officers, Agrarian Reform
Beneficiaries (ARBs), and Government employees.

There are three (3) specific indicators of performance that were

present in the Customer/Client Satisfaction Survey Forms with
corresponding rating scales ranging from Poor to Outstanding. The first
indicator is the “promptness in giving clients’ needs/concerns”; the second is
the “attitude and behavior towards the client” and the third one is the
“completeness of documents and information the clients received”. The said
specific indicators will measure the quality of services rendered of the Legal
Division Personnel.

The Head of the Legal Division together with his staffs gathered,
assessed and analyzed the responses to the Client Satisfaction Survey
Forms. Thereafter the overall result of the survey was reported to the
Provincial Head (PARPO II) to identify some areas for improvements in
keeping to the Agency’s commitment towards Quality Management System.

a. Description of the methodology of the Citizen/ Client

Satisfaction Survey used for each reported service

i. Scope and Period of the Citizen/ Client Satisfaction Survey

The full implementation of the Customer/Client Satisfaction

Survey Forms started on the 2nd Quarter of 2019. All clients were
given the satisfaction survey forms.

ii. Methodology of the Citizen/ Client Satisfaction Survey

The Legal Division adopted the Analytical Survey through

statistical information by providing all clients the Customer/Client
Satisfaction Survey Forms. Despite that, many clients refused to
 take the client survey satisfaction forms for reasons they declined
to divulge. It is our policy not to compel them from taking if they
refuse to. Most of the clients surveyed were farmers and ARBs.

b. Results of the Citizen/ Client Satisfaction Survey for FY 2019

After the analysis of the data gathered, the survey yielded the
following result:

1. All the client-survey respondents rated outstanding as to the

promptness in giving clients’ needs and concerns;

2. Of the total client satisfaction forms distributed to the respondents,

only one rated very satisfactory on the indicator, “attitude and
behavior towards the client” while the rest rated outstanding;
and

3. On the completeness of documents and information received by the

client, all the respondents rated outstanding.

c. Results of their action plan reported in the FY 2018 PBB

The Analytical Survey Result through statistical information disclosed a

“Very Satisfactory” rating scale on the part of the Legal Division of the
Department of Agrarian Reform, Province of Zamboanga Sibugay. Overall
general client satisfaction of all the services delivered by the Legal Division
was attained.

Clearly, it is commendable if not praising to have a ”Very Satisfactory”

rating. However, there are still some rooms for improvements. One of those
is on how to convince all clients to take the survey forms. As
discussed earlier, many clients refused to take for a number of reasons. As
a result, survey result does not represent the actual number of clients
served.

d. Continuous improvement plan for FY 2020

The Head of the Legal Division and the Provincial head must go
hand on hand in discussing what specific measures and definite
actions to take so that Agency’s commitment towards Quality
Management System in improving quality of services is always
attained and realized.

Prepared by: Approved by:

Atty. Johnald Z. Salomon MOHAMMAD DASSAN J. ADJU

Chief, Legal Division PARPO II
Date: ___________ Date: __________

DAR PROVINCIAL OFFICETELEFAX: (062) 333-5594

BLISS Site, Ipil Heights, Ipil, Zamboanga Sibugay