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DPWH-Biliran attends roll-out training for Customer Satisfaction Survey Application

NAVAL, Biliran -- To improve the process of managing customer feedback, the Department of Public Works and Highways (DPWH) conducted a one-day roll-out training for Customer Satisfaction Survey Application (CuSSA) for the second batch trainees at DPWH Regional Office VII, Cebu City, October 25.

The participants of the said training are the department’s designated Public Information Officers from DPWH Region VI, Region VII, and Region VIII.

CuSSA is an online application developed to replace the manual Customer Satisfaction Survey Forms pursuant to the provision of Republic Act No. 11032, also known as the Ease of Doing Business Act of 2018, specifically Rule 4, Section 3 of its Implementing Rules and Regulations.

OIC Chief Andro V. Santiago, Stakeholders Affairs Division-Stakeholders Relations Service (SRS) in his welcome remarks, emphasized that the application would provide a faster and convenient consolidation of customer feedback reports.

According to Santiago, through this online application, customers/clients can use this platform in giving feedback on the services delivered by the DPWH.

“Timely, because of pandemic, kaysa mag-fi-fill-out ka ng pen ay online na siya, madali lang ma-access, cellphone man o computer, di na kailangan pa gumamit ng ballpen,” said Santiago.

Highlight also of the discussions was the Department Order (DO) 85 series of 2022 or the Criteria and Conditions on the Grant of Performance-Based Bonus (PBB) for FY 2022 wherein Process Results and Citizen/ Client Satisfaction Results are emphasized.

Process Results refer to the achievements in ease of doing business/ease of transaction with the agency as a result of streamlining, standardization, digitization, and related improvements in the delivery of services while Citizen/Client Satisfaction Results refer to the achievements in satisfying the quality expectations of the transacting public/client.

Under this new DO, Ms. Mary Rose N. Lindio, planning officer from DPWH Central Office explained that the Department must attain a total score of at least 70 points based on the established PBB Scoring System.

Meanwhile, Nestor E. Presto, chief of the Stakeholders Management Section, DPWH Central Office, discussed the Application Overview of CuSSA while discussion of the CuSSA Modules and Functionalities was delivered by Abigail F. Ragonjan, Community Affairs officer of DPWH Central Office.

Upon completion of this roll-out training by batches to all DPWH Regional and District Offices nationwide, this application is for implementation starting January 2023.

The attendees for the roll-out training are expected to conduct a re-orientation to their respective offices for successful implementation of the CuSSA application.

DPWH-Biliran District Engineering Office was attended by Chelsea Quijano-Salloman, PIO -Alternate. (DPWH-BDEO)

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