Asian Development Bank’s Citizen Report Card (CRC) Methodology and Continuous Improvement and Benchmarking (CIB) Techniques

On CRC-QC

A Pilot CRC study was carried out in Quezon City to assess access, usage, quality and satisfaction with public services provided by the Quezon City government on building permit, business permit and health services. As part of the research design, a survey was conducted from April to May 2007 to over 800 sampled respondents in the four districts in Quezon City. The survey for all the three (3) services has been completed and analysis of data is underway. The CRC Team has tentatively scheduled the public presentation of the CRC findings in July 2007. The CRC Team is composed of Simeon Ilago, Ebinezer Florano, Emalyn Sodusta and John Francisco.

On CIB Techniques

The CIB Makati is undertaking the service improvement of the materials recovery facility in Barangay Valenzuela. The service consists of three sub-services, namely: conduct of IEC dissemination activities, waste segregation at source and garbage collection. It started in January 2007 with the first phase of the process of improvement when the steering committee identified the service that they thought most relevant given six months to conduct the service improvement. From February to April, the project team planned the CIB project, defined the service to improve, understood the service, measured the service and formulated the customer survey instrument.