The Citizen Satisfaction Index System is a set of data tools designed to collect and generate relevant citizens’ feedback on local governments’ service delivery performance and on the citizens’ general satisfaction. The CSIS conceptualizes the citizen as the center of local government performance.

The Department of the Interior and Local Government is committed to aggressively scale up interventions towards a kind of governance that values transparency, accountability, participation and performance.

The Citizen Satisfaction Index System is currently implemented by the Department to help promote transparency, accountability and participatory governance. It is an assessment tool for the service delivery performance of local governments based largely on the knowledge, experience and perception of the people. The CSIS endeavors to assess the quality, responsiveness and Inclusiveness of public services from the point-of-view of the people as clients and as citizens.

Legal Bases

• Promotion of General Welfare and the Local Government Services; and

Local Government Units are given powers to promote the general welfare of it constituents (RA 7160 or the Local Government Code, 1991, Sec. 16). A myriad of local government services are mandated to local government units under Sec. 17 of the same Republic Act.

• Medium Term Philippine Development Plan 2011-2016

Under the MTPDP, there shall be a National Citizen Satisfaction Index Survey to guage the quality, reach and responsiveness of government agencies (which includes local government units  (MTPDP 2011-2016). 

Objectives

The CSIS aims to:

1. Identify gaps in the service delivery performance of local governments;
2. Determine citizens’ awareness, availment, and satisfaction along the various areas of local governance; and
3. Provide the basis for appropriate policy recommendations and positive interventions to enhance local service delivery.

Project Development

In 2012, the CSIS was pilot tested in seven target LGUs in four regions. For its actual survey implementation in 2013, the CSIS covered a total of 34 cities nationwide. Local Resource Institutes (LRIs) were tasked to do the data gathering, analysis, and report preparation. A total of 34 Citizen Satisfaction Reports were generated.

Pursuant to DILG Memorandum Circular 2012-113, the CSIS shall be implemented from 2013 until 2016. For 2014, a new set of target cities will be covered. Prior to the survey implementation, there is a need to tap the services of a research consultant who shall enhance the CSIS Manual and fieldwork strategies to fulfill the objectives of the project.

Methodology

The CSIS employs market research industry standards in conducting surveys using multi-stage probability sampling. The CSIS aims to capture a cross-section of the population in every target local government unit.

Conceptual and Analytic Framework

Citizen Satisfaction is based on the awareness, availment, satisfaction and perceived importance of specific local government processes.

The service areas concerned are as follows:

1. Health Services
2. Support to Basic Education
3. Social Welfare Services
4. Public Works and Infrastructure
5. Governance and Response
6. Environmental Management
7. Agricultural Services
8. Tourism Promotion