June 19, 2025, SDO Masbate Province, Masbate – The Office of the Quality Assurance represented by Ms. Rocel A. Turco, Director; Mr. Rex Jr. G. Torrefiel, QA Officer IV; and Ms. Loren M. Castillo, QA Staff, together with the Office of the Management Information Systems represented by Mr. Nestor John C. Villamor, Information Systems Analyst I, visited the Schools Division Office (SDO) of Masbate Province to benchmark their existing Client Satisfaction Measurement (CSM) Tool.
Atty. Melody A. Vargas, QMS Focal Person, welcomed representatives from DEBESMSCAT along with Ms. Maria-Magnolia F. Brioso, CESO VI, Assistant Schools Division Superintendent (ASDS); Mr. Christopher I. Alvarez, Education Program Supervisor; Mr. Ruel A. Cortes, IT Officer; and Mr. Jobert A. Bonita, Education Program Specialist II, SGOD. Mr. Alvarez, provided the statement of purpose, emphasizing the positive impact brought by the implementation of CSM Tool. This tool, he shared, have made transactions of personnel from their field offices more efficient and easier. This also has impacted the way SDO Personnel catered clients because they listen from feedbacks captured through the CSM Tool.
Ms. Maria-Magnolia F. Brioso, CESO VI, in her message, shared that she is happy that DEBESMSCAT chose SDO Masbate as a benchmark agency and added that she has high regard for Masbate Province, particularly SDO Masbate for making their services more efficient to the clients and is committed to continually improve their best practices. Ms. Brioso also shared her enthusiasm for this benchmarking activity as this is a celebration of both government agencies for quality service and education. She hopes that the team will derive insights and that SDO Masbate will be able to contribute to DEBESMSCAT’s institutional goals.
The DEBESMSCAT Team were able to get a grasp of the journey of SDO Masbate’s CSM Tool, familiarize with the system, and get a hands-on experience with the tool through the assistance of Atty. Vargas and Mr. Cortes. SDO Masbate have explored and utilized various tools like the usual Pen-and-Paper Surveys and Google Forms/Links and transitioned to a One CSM Facility and Per Office CSM Facility integrated to an Online System. This was implemented through phases considering available resources. The incorporation of kiosks and tablets to the online systems helped in the generation of data needed in the annual reporting for ARTA Compliance and in identifying which personnel to be awarded during their rewards and recognition in relation to clientele satisfaction.
After a run through of the online system, both the teams were able to agree on sharing the tools for future enhancements and improvements. Finally, the DEBESMSCAT Team were able to use the tablets and kiosks to fully experience the implemented CSM Tool. A Certificate of Appearance was given in exchange of the Client Satisfaction Survey. This benchmarking activity will be instrumental for DEBESMSCAT to efficiently and religiously comply with ARTA Memorandum Circular No. 2022-05, entitled “GUIDELINES ON THE IMPLEMENTATION OF THE HARMONIZED CLIENT SATISFACTION MEASUREMENT”.
Ladies and gentlemen,
