GQMP 2024: Citizen Satisfaction Survey – Development Academy of the Phils.

The project on “Institutionalizing Service Quality Standard (SQS) in Frontline Government Services” is part of the continuing intervention under the Government Quality Management Program (GQMP), specifically, under the GQMP Component 2 on Quality Measurement and Standardization. This year 2024, the SQS Project intends to continue its initiative in conducting the biennial Citizen and Business Satisfaction Surveys through the 2024 Citizen Satisfaction Survey (CitSat). The CitSat is an integral part of the whole-of-government approach to measuring citizen satisfaction and developing service quality standards (SQS) for a citizen-centered frontline government service using an “outside-in” perspective. In addition, the project intends to facilitate the completion of the SQS Handbook to guide frontline government agencies in the adoption of the evidence-based SQS. It will also be updated to include the SQS for fully online service delivery. Thus, a pilot survey using probability-based sampling of clients who transacted completely online will be conducted.