Client Care Center leads session on improving citizen satisfaction

In response to national directives promoting efficient public service delivery, Bukidnon State University (BukSU) conducted a three-day workshop from May 21 to 23, 2025, involving administrative units under the Office of the Vice President for Administration and Finance (OVPAF) to review their Citizen’s Charters and service processes.

The activity, led by Dr. Richard Ian Mark T. Necosia, head of the university’s Client Care Center, was organized in line with the observance of Ease of Doing Business (EODB) Month and in accordance with Presidential Proclamation No. 818 and Anti-Red Tape Authority (ARTA) Memorandum Circular 2025-01. The session carried the theme “Citizen-Centered Service: Enhancing Satisfaction through the Citizen’s Charter and Client Feedback.”

Necosia discussed the relevance of the Citizen’s Charter as a tool for setting service standards and institutional transparency. He also explained the role of Client Satisfaction Measurement (CSM) in helping offices identify areas for improvement through public feedback.

“In line with the observance of Ease of Doing Business (EODB) Month, BukSU has reaffirmed its commitment to delivering public service through this session focused on enhancing citizen satisfaction, underscoring the university’s stance on transparency, accountability, and improvement,” he said.

Participating offices included the OVPAF, Office of the Board Secretary, Client Care Center, Procurement Unit, Project Management Unit, and ICT Services Unit. These groups were tasked with evaluating their existing Citizens’ Charters and preparing revisions for both billboard and handbook formats.

“This initiative is not just about compliance,” Necosia said. “It’s about institutionalizing a culture of improvement, and of ensuring that our services meet the needs of our stakeholders.”

The workshop also aimed to ensure that university services align with the standards of the ARTA and related EODB policies. Participants were encouraged to identify service delivery gaps and propose adjustments guided by client feedback and regulatory benchmarks.

For more information on BukSU’s Client Feedback System and Citizen’s Charter, the public may contact the Client Care Center at . (Demi Lorenz F. Jover, Client Care Center Staff)