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The ACPC Monitoring Division, through People Dynamics Inc. (PDI), conducted an Action Planning Workshop for the ACPC’s Harmonized Client Satisfaction Measurement (HCSM) on March 24, 2025.

ACPC engaged the services of PDI to provide technical assistance for the implementation of the 2024 Nationwide HCSM, including the conduct and administration of the survey, and the Action Planning Workshop, which aims to translate findings of the HCSM into concrete, evidence-based strategies for enhancing ACPC’s service delivery towards a Continuous Agency Improvement Plan.

OIC Executive Director Ma. Cristina G. Lopez gave her opening remarks for the workshop, emphasizing the importance of all units to reflect on their performance to deliver quality and timely services for clients. Also in attendance were ACPC OIC-Deputy Executive Director Magdalena Casuga, Director Norman William Kraft, Director Noel Clarence Ducusin, Division Chiefs Ms. Rachel Bustamante, Ms. Annalyn Garay, Mr. Charleston Dulay, Mr. Celedonio Pereyra, and officers and staff from all divisions.

During the workshop, participants reviewed key insights from the 2024 HCSM, assessed the effectiveness of action plans, and aligned the proposed action plan for 2025 with organizational goals and strengthening anti-red tape and ease of doing business.

Dr. Abegail Tongco of the PDI discussed the key concepts behind the Harmonized Client Satisfaction Measurement, including its legal basis under R.A. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, and compliance through the Report Card Survey 2.0.
Researcher Mark Borres of PDI presented the findings of the 2024 ACPC CSM, which revealed an improvement in the response rate compared to the 2023 survey (106% from 98%), as well as a significant improvement in the awareness of the ACPC Citizen’s Charter (95% from 42%), visibility of the ACPC Citizen’s Charter (56% from 32%), helpfulness of the ACPC Citizen’s Charter (55% from 36%), as well as the overall satisfaction score for internal and external services of the ACPC (94% from 86%).

The output of the workshop was the 2025 Action Plan for the continual improvement of client satisfaction covering the Visibility of the Citizen’s Charter, Cost, Communication, Reliability, Responsiveness, and Communication, Assurance and Integrity.

Ms. Rachel Bustamante, Division Chief of the Monitoring Division, gave her Closing Remarks on behalf of Director Kraft, thanking the ACPC Management Committee for their commitment to continual improvement. “Today’s discussions have given us a roadmap for enhancing our services, and ensuring that we remain responsive to the needs of our clients,” she said. “The next step is to transform these insights into concrete actions that will strengthen our programs and deepen our commitment to improving our services for our beneficiaries.”

Results of the 2024 ACPC HCSM will be available for viewing on the ACPC website.