BCSS and PSEP Management Reporting in LGU-Sorsogon City

The Ateneo de Naga University-Center for Local Governance (AdNU-CLG) as commissioned by The Asia Foundation (TAF) to implement the Public Service Excellence, Ethics and Accountability Program (PSEEAP) in Sorsogon City conducted the Training on Basic Customer Service Skills (BCSS) on November 5-6, 2008 at the City Hall. The said activity is part of the TAF's project on Localizing Counter Corruption in Six Cities in Luzon and Visayas.

The training on BCSS emphasized the following aspects: Service Excellence and Its Importance, Developing Customer-Oriented Service Culture, Understanding Ourselves and Our Customers, Skills in Building Customer Satisfaction and The Challenge of Service.

As a follow-through activity on the previously conducted Workshops: Service Vision & Service Values, Service Audit, and Service Improvement, a Management Reporting on Public Service Excellence Program (PSEP) was held after the Training on BCSS on November 7, 2008. The activity was graced by the presence of the following department heads from the Program's participating offices: Ms. Lorna Figueroa, City Administrator, Mr. Roberto Dooc, City Treasurer, and Mr. Raul Jalmanzar, Officer-in-Charge of the City Planning and Development Office.

The following were covered during the Management Reporting:

1. Strong Points of the Service Cycle(s)  identified;
2. Critical Areas for Improvement and their corresponding Service Improvement Recommendations and
3. Performance Pledges.

Dr. Malu C. Barcillano and Ms. Benita Michele S. Ciudadano of AdNU-CLG handled the said activities while Ms. Livia Lareza of LGU-Sorsogon City was identified as the moderator during the Management Reporting.