USM Attends Citizen’s Charter, Client Satisfaction Measurement Orientation

The University of Southern Mindanao (USM) participated in the Orientation and Workshop on the Citizen’s Charter (CC) and Harmonized Client Satisfaction Measurement (HCSM) Report at the UP Ayala Technohub, Quezon City on February 19, 2025.

USM was represented by Dr. Lawrence Anthony Dollente, Ms. Laksni Catubay, and Ms. Charlotte Andrea Tutor, who joined different agencies in the day-long event that aims to improve public service delivery, to streamline processes, and to enhance client satisfaction. 

Organized by the Anti-Red Tape Authority (ARTA), the workshop covered Memorandum Circular 2019-002, which sets the standards for the Citizen’s Charter, and Memorandum Circulars 2022-05 and 2023-05, that outline updated protocols for measuring and improving client satisfaction in government services.

Key speakers included ARTA Secretary Ernesto V. Perez, who emphasized the government’s commitment to service efficiency. Deputy Director General for Operations Usec. Gerald G. Divinagracia and other resource persons, namely Director Grace L. Fernandez, Kristine Joy T. Fajardo, and Alyss P. Pamplona, who provided insights into best practices and policy implementation. 

The event featured discussions, an open forum, and hands-on activities such as a Citizen’s Charter workshop and output presentations. Participants engaged in knowledge-sharing and collaborative efforts to enhance transparency and accountability in public service. 

At USM, the Citizen’s Charter and Client Satisfaction Forms fall under the jurisdiction of the University Quality Assurance Office (UQAO), headed by Dr. Lawrence Anthony Dollente. The office plays a crucial role in ensuring that the university adheres to high service standards and continuously improves its responsiveness to stakeholder needs. 

Through this engagement, USM aims to apply the knowledge gained to further enhance its service quality, ensuring efficient and responsive public service.