Truly another feather on PhilHealth’s cap!
For consistently exhibiting exemplary customer services in compliance with the provisions of the Anti-Red Tape Act (ARTA), the Philippine Health Insurance Corporation (PhilHealth) was recently awarded the 2014 ARTA Breakthrough Agency Award by the Civil Service Commission (CSC).
The award is given to the top five (5) agencies ranked along with 32 other agencies based on two criteria, namely, percent of surveyed offices from 2011-2013 which were awarded with the CSC Seal of Excellence (70%); and percent of surveyed offices passing the ARTA-Report Card Survey from 2011-2013 (30%). The Seal of Excellence is conferred to agencies that got ‘Excellent’ rating on ARTA-RCS.
The ARTA-RCS measures an agency’s performance and client satisfaction in relation to frontline service and aims to improve the efficiency in the delivery of government service to the public by reducing bureaucratic red tape, preventing graft and corruption, and providing penalties. It also intends to obtain feedback on how agencies follow provisions in their Citizen’s Charter.
The survey was conducted in 138 PhilHealth frontline areas nationwide wherein PhilHealth got a 47.83 percent excellent rate for its 66 branches. The agency’s frontline service delivery, service quality, physical working condition, and overall client satisfaction were surveyed. Also checked were the observance of the "No Noon Break" policy; no fixing activities, presence of a public assistance desk/center; wearing of nameplates of frontliners, availability of basic facilities such as comfort rooms; and special lane for persons with disabilities, pregnant women, and the elderly.
“We are very honoured for the trust and recognition given by CSC. As the biggest health insurer in the country, we always consider our members our priority. In support of this, we have long been committed to the culture of service excellence as we continue to set the highest standards for quality service to improve the quality of life of our members,” said Alexander A. Padilla, PhilHealth President and CEO.
The other government agencies that were awarded the 2014 ARTA Breakthrough Agency Award are the Commission on Higher Education, Land Bank of the Philippines, Department of Trade and Industry, and Public Attorney’s Office.
PhilHealth hopes to sustain its excellent standing by implementing innovations and best practices such as special services for customer’s delight (provision of free coffee/juice, biscuits, etc, installation of breastfeeding station, blood pressure check-up, etc); service improvement (conduct of RTDs among LHIOs to share best practices); personnel empowerment (conduct of ARTA Star Awards for employees) and improving its frontline services (e.g. audio-visual presentations on citizen’s charter, reserved seats for senior citizens, etc).
(Emelita M. Retuta)
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