2023 Client Satisfaction Survey – National Transmission Corporation

The National Transmission Corporation (TransCo), created under Republic Act No. 9136 otherwise known as the Electric Power Industry Reform Act (EPIRA) of 2001 was envisioned to improve the delivery of power supply to consumers by encouraging competition and efficiency in the generation sector as well as by ensuring the quality and affordability of electric power supply. In 2022, the Anti-Red Tape Authority (ARTA) published Memorandum Circular No. 2022-05 that provides that all agencies shall embed feedback mechanisms and client satisfaction measurement (CSM) for each service and submit the CSM report to the Authority on or before the last working day of January of every year. Moreover, ARTA M.C. No. 2022-05 promotes the adoption of a harmonized framework in measuring client satisfaction across all levels of the government to ensure continuous improvement and enhancement of service promise towards a more meaningful client-centered Citizen’s Charter. This harmonized framework also ensures that all government agencies will be able to submit a standardized CSM that can also be reported in a uniform manner despite the diverse function of government offices. Along this line, ARTA and the Governance Commission for Government-Owned and Controlled Corporations (GCG) issued Joint Memorandum Circular 2023-01 or the Supplemental Guidelines to the ARTA MC. No. 2022-05. The JMC aims to reduce the cost and burden of compliance of Government-Owned and Controlled Corporations (GOCCs) with the CSM and Client Satisfaction Survey requirements (CSS) by creating a harmonized and integrated framework. Upon further consultation with both ARTA and GCG, the JMC directs that GOCCs only need to submit one (1) CSM report to ARTA on or before 15 April 2024. The GCG shall then use this CSM report for the GOCC’s Performance Scorecard of that fiscal year. As such, both MC 2022-05 and JMC 2023-01 aim to provide guidance to TransCo in the conduct of their CSM to thoroughly assess the quality of their services provided to their clients. In pursuit of this objective, TransCo sought DAP’s expertise and technical assistance for the preparation of its 2023 CSM report.