Publishing the Full Text of the Inter-Agency Task Force (IATF) Memorandum Circular No. 2021-1 dated June 3, 2021, By the Secretary of Department of Budget and Management (DBM) and Chairman of Administrative Order (AO) 25 Inter-Agency Task Force, Entitled "Guidelines on the Grant of the Performance-Based Bonus (PBB) for the Fiscal Year (FY) 2021 under Executive Order No. 80, s. 2012 and Executive Order No. 201, s. 2016"

June 22, 2021 REVENUE MEMORANDUM CIRCULAR NO. 85-2021 SUBJECT : Publishing the Full Text of the Inter-Agency Task Force (IATF) Memorandum Circular No. 2021-1 dated June 3, 2021, By the Secretary of Department of Budget and Management (DBM) and Chairman of Administrative Order (AO) 25 Inter-Agency Task Force, Entitled "Guidelines on the Grant of the Performance-Based Bonus (PBB) for the Fiscal Year (FY) 2021 under Executive Order No. 80, s. 2012 and Executive Order No. 201, s. 2016" TO : All Internal Revenue Officials, Employees and Others Concerned For the information and guidance of all internal revenue officials and others concerned, attached is a copy of AO 25 Inter-Agency Task Force (IATF) Memorandum Circular No. 2021-1 dated June 3, 2021, Entitled "Guidelines on the Grant of the Performance-Based Bonus (PBB) for the Fiscal Year (FY) 2021 under Executive Order No. 80, s. 2012 and Executive Order No. 201, s. 2016." DETACa All concerned are hereby enjoined to be guided accordingly and give this Circular as wide a publicity as possible. (SGD.) CAESAR R. DULAY Commissioner of Internal Revenue ATTACHMENT June 3, 2021 DBM-IATF MEMORANDUM CIRCULAR NO. 001-21 TO : All Heads of Departments, Bureaus, Offices and Other Agencies of the National Government, Including Constitutional Commissions, Congress, the Judiciary, Office of the Ombudsman, State Universities and Colleges, Government-Owned or -Controlled Corporations, Local Water Districts, and Local Government Units SUBJECT : Guidelines on the Grant of the Performance-Based Bonus (PBB) for Fiscal Year (FY) 2021 under Executive Order No. 80, S. 2012 and Executive Order No. 201, S. 2016 1.0 PURPOSE This Circular is being issued to prescribe the criteria and conditions on the grant of the PBB for FY 2021 performance, to be given in FY 2022. The overarching goal of the PBB is to strengthen the effectiveness of the incentives system to help agencies achieve the mission-critical objectives and expected outcomes of the government. For the FY 2021 cycle, the PBB criteria and conditions were hence refined in order to: a. Simplify the PBB process particularly the validation of compliance; b. Provide flexibility to the agencies in the implementation of the scheme; c. Reinforce the results focus and their inter-linkages, e.g ., budget utilization and physical accomplishment , in assessing the overall performance of agencies; d. Administer a more transparent PBB scoring system; e. Strengthen the role of agencies in ensuring accountability of units/individuals responsible for the criteria and conditions; and f. Facilitate the timely release of incentives to eligible agencies. In line with this, the FY 2021 PBB shall measure and evaluate the performance of agencies with emphasis on the public's satisfaction on the realization of the agencies' performance targets, quality of service delivery, efficiency in the use of resources, and strengthened agency stewardship. In relation to the targets in previous PBB cycles, the FY 2021 PBB criteria and conditions shall be categorized according to four (4) dimensions of accountability: Performance Results, Process Results, Financial Results, and Citizen/Client Satisfaction Results . Given the progress achieved in the Good Governance Conditions (GGCs), these shall no longer be included in the criteria to assess the overall eligibility of the agency for FY 2021 PBB. However, since the observance of these conditions shall still be used to determine the eligibility of delivery units and individuals, the monitoring of their compliance shall now be the primary responsibility of the Heads of Agencies. This Circular also specifies the modifications in the PBB assessment process to make the PBB Scoring System clear and explicit. The scoring system aims to simplify and make the final eligibility assessment more transparent, and enable agencies to undertake self-assessment vis--vis the criteria and conditions to ascertain if they could qualify for the grant of the FY 2021 PBB. However, the AO 25 Inter-Agency Task Force (AO 25 IATF) shall still determine the final eligibility of agencies. 2.0 COVERAGE The FY 2021 PBB covers all departments, bureaus, offices, and other agencies of the National Government, including Constitutional Commissions, Other Executive Offices (OEOs), Congress, the Judiciary, Office of the Ombudsman, State Universities and Colleges (SUCs), Government-Owned or -Controlled Corporations (GOCCs), Local Water Districts (LWDs), and Local Government Units (LGUs). 2.1 The implementation of this Circular shall be done in close coordination with the following agencies: a. Department of Budget and Management (DBM) for the Departments and attached agencies; b. Office of the President-Office of the Executive Secretary (OP-OES), Office of the Cabinet Secretary (OP-OCS), and DBM for the Other Executive Offices (OEOs), including the OP-attached agencies and GOCCs covered by DBM; c. Commission on Higher Education (CHED) for the SUCs; d. Governance Commission for GOCCs (GCG) for GOCCs covered by RA No. 10149; e. Local Water Utilities Administration (LWUA) for LWDs; and f. Department of the Interior and Local Government (DILG) for LGUs. 2.2 The personnel of agencies holding regular, contractual, and casual positions are covered by this Circular. Excluded from the coverage herein are individuals engaged without employer-employee relationship and funded from non-Personnel Services (PS) budget. 3.0 ELIGIBILITY CRITERIA To be eligible for the grant of the FY 2021 PBB, each agency must satisfy the criteria and conditions under the four dimensions of accountability: Performance Results, Process Results, Financial Results, and Citizen/Client Satisfaction Results and attain a total score of at least 70 points based on the PBB Scoring System as will be discussed in detail in Section 4.0. Please refer to Annex 1: Master List of Departments/Agencies . In the context of the FY 2021 PBB, the Performance Results refer to the accomplishment of the Congress-approved performance targets under the Performance-Informed Budgeting (PIB) of the FY 2021 General Appropriations Act (GAA). This physical target is an existing eligibility criterion for SUCs and is only reinstated in the case of the national government agencies (NGAs). Process Results refer to the achievements in ease of doing business/ease of transaction with the agency as a result of streamlining, standardization, i.e ., through the ISO-certified QMS or its equivalent , digitization, and related improvements in the delivery of services. This is an existing criterion for NGAs and the GOCCs covered by the DBM. Financial Results refer to the actual spending of the agency's budget allotment vis--vis the realization of the committed programs and projects based on the FY 2021 GAA. The Disbursements BUR as well is a prevailing common target of all agencies. Another existing criterion for all agencies, the Citizen/Client Satisfaction Results refer to the achievements in satisfying the quality expectations of the transacting public. For FY 2021, the GGCs shall no longer be required in determining the overall PBB eligibility of the agency. Nonetheless, compliance with these conditions shall be used as the basis in determining the eligibility of responsible units and individuals. See Section 5.0 for details on Agency Accountabilities . 4.0 FY 2021 PBB TARGETS, ASSESSMENT, AND SCORING SYSTEM The agency accomplishments for each of the criteria shall be rated using a scale of 1 to 5 (where 5 is the highest). Each criterion has an assigned weight, as shown in Table 1. The maximum score that may be obtained by the agency is 100 points. To be eligible for the FY 2021 PBB, the agency must attain a total score of at least 70 points . Table 1: FY 2021 PBB Scoring System CRITERIA AND CONDITIONS WEIGHT PERFORMANCE RATING 1 2 3 4 5 Performance Results 5 5pts 10pts 15pts 20pts 25pts Process Results 5 5pts 10pts 15pts 20pts 25pts Financial Results 5 5pts 10pts 15pts 20pts 25pts Citizen/Client Satisfaction Results 5 5pts 10pts 15pts 20pts 25pts TOTAL SCORE MAXIMUM = 100 POINTS As can be gleaned in Table 1, a performance rating of 4 in all criteria will yield a total score of 80 points for the agency. To be able to attain a total score of at least 70 points, the agency should aim for a performance rating of 4 in at least three (3) criteria. In such case, while the agency will be eligible, the unit most responsible for the criteria with a performance rating of below 4 will be isolated from the grant of the FY 2021 PBB. 4.1 Performance Results . The targets under Performance Results will enable agencies to concentrate their efforts and available resources on their mandates and core functions, as well as ensure delivery of high quality and high impact activities. a. For NGAs, GOCCs covered by the DBM, and SUCs, achieve each one of the Congress-approved performance targets under the PIB of the FY 2021 GAA; b. For GOCCs covered by RA No. 10149, achieve the physical targets reflected in their approved FY 2021 Performance Scorecard and eligibility requirements specified in a separate guideline to be issued by the GCG; c. For LWDs, achieve each one of the physical targets as identified by LWUA in a Joint Memorandum Circular to be issued by LWUA and DBM; and d. For LGUs, achieve the performance targets based on the Guidelines on the Grant of the PBB for LGUs to be issued by the DILG and DBM. The agency performance in the achievement of targets shall be closely monitored through the use of the submitted Unified Reporting System (URS)-generated Budget and Financial Accountability Reports (BFARs) to indicate the progress towards the accomplishment of broader sectoral and societal outcomes targeted by the agency for improving the lives of Filipinos. The quarterly BFARs of the agencies, as uploaded in the DBM URS, shall be submitted in a timely manner, i.e ., within thirty (30) days after the end of each quarter, as provided under Item 3.15.2 of National Budget Circular No. 583, pursuant to Section 90, General Provisions of Republic Act No. 11518 (FY 2021 GAA). BFARs will be used to monitor and validate agency accomplishments. The Performance Results shall be assessed and scored as follows: TABLE 2: RATING SCALE FOR PERFORMANCE RESULTS 1 2 3 4 5 Met less than 80% of performance indicators of the Congress-approved performance targets for FY 2021; deficiencies due to controllable factors Met less than 80% of performance indicators of the Congress-approved performance targets for FY 2021; deficiencies due to uncontrollable factors Met at least 80% of performance indicators of the Congress-approved performance targets for FY 2021; deficiencies due to controllable factors Met at least 80% of performance indicators of the Congress-approved performance targets for FY 2021; deficiencies due to uncontrollable factors Met each one of the Congress-approved performance targets for FY 2021 (all performance indicators) 4.2 Process Results . The target under Process Results is the greater ease of transaction of frontline services covering all government-to-citizens (G2C), government-to-businesses (G2B), and government-to-government (G2G) transactions. This may be achieved through streamlining especially of frontline services; standardization of frontline processes including those implemented at the Regional, Satellite, and Extension Offices; digitization, e.g ., by developing electronic or online paperless systems, new service delivery channels, contactless transactions ; and other process improvements for faster and more efficient public service delivery. a. For departments/agencies and GOCCs covered by the DBM, the target under Process Results is the greater ease of transaction of frontline services covering all government-to-citizens (G2C), government-to-businesses (G2B), and government-to-government (G2G) transactions. b. For SUCs, the target is to assure quality of service delivery through ISO-certified QMS or its equivalent certification of frontline services. Agencies should report and provide the objectively verifiable evidence of their achievements in ease of doing business or ease of transaction from the perspective of the transacting public, e.g ., actual reduction in processing time, documentary requirements, transaction costs, and other tangible improvements. Agencies may use the Modified Form A to report their streamlining and digitization accomplishments. The ISO-certified QMS or its equivalent certification for frontline services, service delivery standards manual, and the like may be used as evidence to the standardization achievements of the agency. The Process Results shall be assessed and scored as follows: Table 3: Rating Scale for Process Results AGENCY 1 2 3 4 5 a. For departments/ agencies and GOCCs covered by the DBM No demonstrate ease of transaction Achieved targets to ease transaction (streamlining, digitization, standardization) only for non-frontline services Achieved targets to ease transaction (streamlining, digitization, standardization) in less than 80% of frontline services Achieved targets to ease transaction (streamlining, digitization, standardization) in at least 80% of frontline services Achieved targets to ease transaction (streaming, digitization, standardization) in all frontline services b. For SUCs No demonstrated standardization/ quality assurance Achieved ISO-certification or its equivalent certification only for non-frontline services Achieved ISO- certification or its equivalent certification for less than 80% of frontline services Achieved ISO- certification or its equivalent certification for at least 80% of frontline services Achieved ISO- certification or its equivalent certification for all frontline services 4.3 Financial Results . For agencies and GOCCs covered by the DBM, attainment of the FY 2021 Disbursement BURs; and for SUCs likewise achieve the FY 2021 Disbursements BUR and the FY 2021 Earmarked Income targets. Targets under Financial Results reflect final payments made from the agency's annual budget allotment to realize their committed programs and projects based on the valid appropriations for FY 2021. Hence for FY 2021, agencies shall accomplish the following Disbursements BUR: a. Disbursements BUR is measured by the ratio of total disbursements (cash and non-cash, excluding PS) to the total obligations for MOOE and CO made in 2021, net of goods and services obligated by December 31, 2020, but paid only in 2021. The total obligations for MOOE and CO shall refer to those made from the FY 2021 GAA, FY 2020 GAA, and Bayanihan II appropriations due to their extension under RA No. 11519 1 and RA No. 11520. 2 The objective is to measure the disbursements for the obligations for MOOE and CO made in 2021 from all valid appropriations. These shall be net of transfers to the Procurement Service (PS), the Philippine International Trading Corporation (PITC), and implementing agencies and units which have still to be implemented and outputs delivered. Hence: Disbursements BUR = Total Disbursements (cash and non-cash, excluding PS), net of payments made in 2021 for past years' obligations Total Obligations (excluding PS, from valid appropriations) Where Total Disbursements is net of transfers to PS, PITC, and other implementing agencies which have not been delivered. b. BUR for GOCCs is computed as follows: Disbursements BUR = Total Actual Disbursement/Total Actual Obligations (both net of PS) c. Agencies with fund transfers either for operating or program subsidies or both, shall also achieve and report the same Disbursements BUR for NGAs for all the subsidy releases for 2021 from the three appropriations sources above. d. BUR for SUCs is computed as follows: d.1 Disbursements BUR is the same as those for agencies. d.2 Since all earmarked income of the SUCs ( e.g ., trust funds, internally generated income, and revolving funds ) should benefit and improve the SUCs operations, its Disbursements utilization rates will also be reported following the formats in Annexes 5, 5.1, and 5.2: FY 2021 GAA Accomplishments, BUR Form for SUCs, and All Earmarked Income . The requirements under the Financial Results shall be scored as follows: TABLE 4: RATING SCALE FOR FINANCIAL RESULTS 1 2 3 4 5 1-19% Disbursements BUR 20-39% Disbursements BUR 40-59% Disbursements BUR 60-79% Disbursements BUR 80-100% Disbursements BUR 4.4 Citizen/Client Satisfaction Results . Achieve the Citizen/Client Satisfaction targets as provided below. For NGAs, GOCCs covered by the DBM, and SUCs accomplish and submit reports on the Citizen/Client Satisfaction Survey (CCSS), and resolve all reported complaints from Hotline #8888 and Contact Center ng Bayan (CCB); and for LWDs and GOCCs covered by RA No. 10149, accomplish and submit reports on Client Satisfaction or feedback system as prescribed by LWUA and GCG. a. To determine the effectiveness of streamlining, standardization, digitization, and other process improvements in easing transactions with the public, agencies have been encouraged to embed feedback mechanisms and systematically measure citizen/client satisfaction in the delivery of services since the FY 2018 cycle. To provide evidence on the citizen/client satisfaction results, agencies may report the results of the CCSS following Annex 4. Citizen/Client Satisfaction Survey . LWDs and GOCCs covered by RA No. 10149 shall report the results of their CCSS or feedback mechanism based on the standard methodology and corresponding questionnaire prescribed by LWUA and GCG. b. Resolution of reported complaints from Hotline #8888 and Contact Center ng Bayan . Agencies shall ensure resolution of all complaints and grievances on government service procedures, acts of red tape, corruption, and/or other interferences to public service delivery by any government agency, individuals, or instrumentalities reported to Hotline #8888 and CCB. To provide evidence on this, agencies may submit a report summarizing the #8888 and CCB complaints received in FY 2021 and their status if resolved or pending. The validation shall be complemented with reports and collected data on feedback and complaints from citizens/clients gathered by the OP, PMS, CSC, and PCOO from Hotline #8888 and CCB databases, as well as the FOI portals. The requirements under the Citizen/Client Satisfaction Results shall be scored as follows: TABLE 5: RATING SCALE FOR CITIZEN/CLIENT SATISFACTION RESULTS 1 2 3 4 5 No submission/Did not conduct CCSS Average to low satisfaction rate with unresolved #8888/CCB complaints Average satisfaction rate with 100% #8888/CCB complaints resolved High satisfaction rate with 100% #8888/CCB complaints resolved High satisfaction rate without #8888/CCB complaints 5.0 AGENCY ACCOUNTABILITIES To sustain the institutionalization of compliance to existing government-mandated laws and standards, agencies and their Performance Management Team (PMT) shall continue to implement, monitor, and enforce compliance with the following requirements within their agencies: a. Updating of Transparency Seal b. Compliance with the Freedom of Information (FOI) Program c. Updating of Citizen's or Service Charter d. Compliance to Audit Findings and Liquidation of Cash Advance e. Submission and Review of SALN f. PhilGEPS posting of all invitations to bids and awarded contracts g. Submission of FY 2022 Annual Procurement Plan-Common Use Supplies and Equipment (APP-CSE), FY 2021 Non-Common Use Supplies and Equipment (APP-non CSE), Indicative FY 2022 APP, and the results of FY 2020 Agency Procurement Compliance and Performance Indicators (APCPI) System h. Undertaking of Early Procurement Activities covering 2022 Procurement Projects While the above conditions are no longer required in determining the overall PBB eligibility of agencies, compliance with these conditions shall be used as the basis in determining the eligibility of responsible units and individuals. Agencies should submit these legal requirements directly to the oversight agencies. 6.0 ELIGIBILITY OF DELIVERY UNITS AND INDIVIDUALS 6.1 For FY 2021 PBB, the delivery units (DUs) of eligible agencies shall no longer be ranked. However, the unit/s most responsible for deficiencies shall be isolated. a. Based on Table 1, to be eligible for the FY 2021 PBB, the agency must attain a total score of at least 70 points . To be able to attain at least 70 points, the agency should achieve a performance rating of 4 in at least three (3) criteria. In such case, while the agency will be eligible, the unit/s most responsible (including its head) for the criteria stated in Section 3.0 with a performance rating of below 4 will be isolated from the grant of the FY 2021 PBB. b. The unit/s most responsible (including its head) for the non-compliance with the Agency Accountabilities provided in Section 5.0 will also be isolated from the grant of the FY 2021 PBB. 6.2 Eligible DUs shall be granted FY 2021 PBB at uniform rates across the agency, including its officials and employees. The corresponding rates of the PBB shall be based on the agency's achieved total score as shown in Section 7.0. 6.3 Department Secretaries, Heads of OEOs, Chairpersons, and Commissioners of Constitutional Offices, Heads of Attached Agencies, Presidents of SUCs, and non- ex officio Heads of GOCCs covered by the DBM are eligible only if their respective agencies are eligible. If eligible, their PBB rate for FY 2021 shall be equivalent to the rates as stated in Section 7.0 and shall be based on their monthly basic salary (MBS) as of December 31, 2021. 6.4 Non- ex officio Board Members of GOCCs covered by the DBM may be eligible to the PBB with the equivalent rates following Section 7.0 and these conditions: a. The GOCC has qualified for the grant of the FY 2021 PBB; b. The Board Member has 90% attendance to duly called board meetings and committee meetings as certified by the Board Secretary; c. The Board Member has nine (9) months aggregated service in the position; and d. The GOCC has submitted the appropriate annual Board-approved Corporate Operating Budget to DBM following the Corporate Budget Circular No. 22 dated December 1, 2016. 6.5 For SUCs, in case there is a change in leadership within the year, the SUC President who served the longest shall be entitled to the PBB with the equivalent rates following the provisions stated in Section 7.0. The PBB rate of the SUC President who served for a shorter period shall be based on the eligibility of the SUC where he/she served the longest. 6.6 To be eligible for FY 2021 PBB, employees belonging to the First, Second, and Third Levels should receive a rating of at least "Very Satisfactory" based on the agency's CSC-approved Strategic Performance Management System (SPMS) or the requirement prescribed by the CESB. 6.7 Personnel in detail to another government agency for six (6) months or more shall be included in the recipient agency that rated his/her performance. The payment of the PBB shall come from the mother agency. 6.8 Personnel who transferred from one government agency to another agency shall be included by the agency where he/she served the longest. If equal months were served for each agency, he/she will be included in the recipient agency. 6.9 Officials and employees who transferred from government agencies that are non-participating in the implementation of the PBB shall be rated by the agency where he/she served the longest; the official/employee shall be eligible for the grant of the PBB on a pro-rata basis corresponding to the actual length of service to the participating implementing agency, as stated in Section 6.11. 6.10 An official or employee who has rendered a minimum of nine (9) months of service during the fiscal year and with at least a Very Satisfactory rating may be eligible for the full grant of the PBB. 6.11 An official or employee who rendered less than nine (9) months but a minimum of three (3) months of service and with at least a Very Satisfactory rating shall be eligible for the grant of the PBB on a pro-rata basis corresponding to the actual length of service rendered, as follows: LENGTH OF SERVICE % OF PBB 8 months but less than 9 months 90% 7 months but less than 8 months 80% 6 months but less than 7 months 70% 5 months but less than 6 months 60% 4 months but less than 5 months 50% 3 months but less than 4 months 40% The following are the valid reasons for an employee who may not meet the nine-month actual service requirement to be considered for PBB on a pro-rata basis: a. Being a newly hired employee; b. Retirement; c. Resignation; d. Rehabilitation Leave; e. Maternity Leave and/or Paternity Leave; f. Vacation or Sick Leave with or without pay; g. Scholarship/Study Leave; and/or h. Sabbatical Leave. 6.12 An employee who is on vacation or sick leave, with or without pay, for the entire year is not eligible for the grant of the PBB. 6.13 Personnel found guilty of administrative and/or criminal cases by final and executory judgment in FY 2021 shall not be entitled to the PBB. If the penalty meted out is only a reprimand, such penalty shall not cause the disqualification to the PBB. 6.14 Officials and employees who failed to submit the 2020 SALN as prescribed in the rules provided under CSC Memorandum Circular No. 3, s. 2015; or those who are responsible for the non-compliance with the establishment and conduct of the review and compliance procedure of SALN, shall not be entitled to the FY 2021 PBB. 6.15 Officials and employees who failed to liquidate all cash advances received in FY 2021 within the reglementary period, as prescribed in COA Circular 97-002 dated February 10, 1997, and reiterated in COA Circular 2009-002 dated May 18, 2009, shall not be entitled to the FY 2021 PBB. 7.0 RATES OF THE PBB The total score as stated in Section 4.0 shall be the basis in determining the amount of the PBB an agency is eligible for. The maximum rate of the PBB for agencies that will achieve 100 points shall be 100% of the 65% monthly basic salary (MBS) of an individual as of December 31, 2021. For illustration, see Table 6 below: TABLE 6: RATES OF THE PBB TOTAL SCORE PBB RATES 100 points 65% (100% of the 65% monthly basic salary) 95 points 61.75% (95% of the 65% monthly basic salary) 90 points 58.5% (90% of the 65% monthly basic salary) 85 points 55.25% (85% of the 65% monthly basic salary) 80 points 52% (80% of the 65% monthly basic salary) 75 points 48.75% (75% of the 65% monthly basic salary) 70 points 45.5% (70% of the 65% monthly basic salary) 8.0 TIMELINES AND SUBMISSION/POSTING OF REPORTS AND REQUIREMENTS 8.1 The quarterly BFARs of the agencies, as uploaded in the DBM URS, shall be submitted in a timely manner, i.e ., within thirty (30) days after the end of each quarter, as provided under Item 3.15.2 of National Budget Circular No. 583, pursuant to Section 90, General Provisions of Republic Act No. 11518 (FY 2021 GAA). BFARs will be used to assess and validate Performance Results. 8.2 All agencies should submit evidence of accomplishments of Performance Results, Process Results, Financial Results, and Citizen/Client Satisfaction Results (as provided in Section 4.0) on or before February 28, 2022 . Agencies are encouraged to make an electronic submission (scanned copy of the official submission and editable MS Word or Excel files for use of the AO 25 Secretariat). 8.3 Agencies shall ensure that all explanations and justifications for deficiencies are already attached in their submission. 8.4 The AO 25 IATF shall conduct spot checks to validate claims and certifications made by the agencies on their submitted/posted reports and/or requirements. 8.5 Agencies are encouraged to provide information to the AO 25 Secretariat on compliance with the Agency Accountabilities provided in Section 5.0. 9.0 EFFECTS OF NON-COMPLIANCE A Department/Agency/GOCC/LWD/LGU, which, after due process by the oversight agency has been determined to have committed a prohibited act, shall be disqualified from the PBB in the succeeding year of its implementation. Moreover, the CSC or Ombudsman shall file the appropriate administrative case for misrepresentation in the submitted/posted reports and requirements for the PBB, a commission of fraud in the payment of the PBB, and violation of the provisions of this Circular. 10.0 COMMUNICATION AND CHANGE MANAGEMENT 10.1 Head of Agencies with the support of their PMTs should enhance the implementation of their internal communications strategy on the PBB and fulfill the following: a. Engage their respective employees in understanding the PBB, the performance targets of their respective agencies, as well as the services and outputs that they will need to deliver to meet these targets. b. Disseminate the performance targets and accomplishments of their agencies to their employees through the intranet and other means, as well as publish these on their respective websites for the public's information. c. Set up a Help Desk to respond to queries and comments on the targets and accomplishments of their agencies. The Help Desk may be a facility that is embedded in the respective websites of agencies. d. Set up a Complaints Mechanism to respond to the PBB-related issues and concerns raised by officials and employees of their respective agencies. Such may be incorporated in the functions of their Grievance Committee. 10.2 The Head of Agency shall designate a senior official who shall serve as a PBB focal person. The offices responsible for the performance management may be tasked to provide secretariat support to the PMT and to recommend strategies to instill a culture of performance within the agency. The name, position, and contact details (e-mail, landline, facsimile, cellular phone) of PBB focal persons should be submitted to the AO 25 Secretariat. 10.3 The AO 25 IATF shall maintain the following communication channels: 1. AO 25 Secretariat at [emailprotected] 2. RBPMS website www.rbpms.dap.edu.ph 3. Telephone: (02) 8400-1469, (02) 8400-1490, (02) 8400-1582 4. Facebook: www.facebook.com/PBBsecretariat 11.0 APPLICABILITY TO THE CONSTITUTIONAL BODIES, LEGISLATIVE AND JUDICIAL BRANCHES The Congress, the Judiciary, and Constitutional Commissions are encouraged to follow these guidelines to be eligible for the FY 2021 PBB. 12.0 EFFECTIVITY CLAUSE This Memorandum Circular shall take effect immediately. Certified true copies shall be posted on the RBPMS website and the Official Gazette, and shall be filed at the University of the Philippines Law Center. (SGD.) WENDEL E. AVISADO Secretary, Department of Budget and Management and Chairman, AO 25 Inter-Agency Task Force ANNEX 1 Master List of Departments/Agencies A. DEPARTMENTS Department Offices/Bureaus/Units 1. Office of the President Office of the Executive Secretary* Commissions Centers Technical and Staff Offices Offices of Presidential Advisers/Assistants ( per area of concern ) Offices with special concerns 2. Office of the Vice-President Office of the Chief of Staff (including the Office of the Vice-President Proper and the Office of the Assistant Chief of Staff) Technical and Staff Offices 3. Department of Agrarian Reform a. Office of the Secretary (Proper) Office of the Secretary* Council Secretariat DAR Adjudication Boards Services Bureaus Regional Offices 4. Department of Agriculture a. Office of the Secretary (Proper) Office of the Secretary* Services Bureaus Regional Offices SOCSKSARGEN Area Development Project Office Institutes ( e.g ., PRRI) Centers ( e.g ., FDC) b. Agricultural Credit Policy Council Office of the Executive Director* Staff Division c. Bureau of Fisheries and Aquatic Resources Office of the Director* Technical and Support Services Centers Regional Units d. National Fisheries Research and Development Institute Office of the Executive Director* Divisions Centers e. National Meat Inspection Services Office of the Executive Director* Central Office Divisions Regional Centers f. Philippine Carabao Center Office of the Executive Director* Central Office Division Centers g. Philippine Center for Post-Harvest Development and Mechanization Office of the Director* Divisions h. Philippine Council for Agriculture and Fisheries Office of the Director* Divisions i. Philippine Fiber Industry Development Authority Office of the Executive Director* Central Office Divisions Regional Offices 5. Department of Budget and Management a. Office of the Secretary (Proper) Office of the Secretary* Bureaus Services Regional Offices b. Government Procurement Policy Board-Technical Support Office Office of the Executive Director* Divisions c. Procurement Service Office of the Executive Director* (including Internal Audit, Legal, and Corporate Planning Divisions) Functional Groups 6. Department of Education a. Office of the Secretary (Proper) Office of the Secretary* (including Early Childhood Care Development Council) Bureaus Services Regional Offices Schools Division Offices Schools and Learning Centers** National Educators Academy of the Philippines National Council for Children's Television b. Early Childhood Development Center c. National Book Development Board Office of the Executive Director* Divisions d. National Council for Children's Television (identified as DU of the Office of the Secretary Proper) e. National Museum Office of the Director* Divisions f. Philippine High School for the Arts Office of the Director* Basic and Arts Education Staff Divisions 7. Department of Energy a. Office of the Secretary (Proper) Office of the Secretary* (including Investment Promotion Staff, Consumer Welfare and Promotion Staff, Public Affairs Staff and Internal Audit Division) Services Bureaus Geographical Offices 8. Department of Environment and Natural Resources a. Office of the Secretary (Proper) Office of the Secretary* Bureaus Services Regional Offices b. Environmental Management Bureau Office of the Director* Central Office Divisions Regional Offices c. Mines and Geo-Sciences Bureau Office of the Director* Central Office Divisions Regional Offices d. National Mapping and Resource Information Authority Office of the Administrator* Branches e. National Water Resources Board Office of the Executive Director* Divisions f. Palawan Council for Sustainable Development Staff Office of the Chairman* (including Office of the Executive Director) Divisions 9. Department of Finance a. Office of the Secretary (Proper) Office of the Secretary* Services Offices One-Stop Shop Center b. Bureau of Customs Office of the Commissioner* Services Offices c. Bureau of Internal Revenue Office of the Commissioner* (including Performance Evaluation Division) Services Revenue Data Centers Revenue Regional Offices d. Bureau of Local Government Finance Office of the Executive Director* Services Regional Offices e. Bureau of the Treasury Office of the Treasurer of the Philippines* Services Regional Offices f. Central Board of Assessment Appeals Office of the Board* Offices of the Hearing Officers g. Insurance Commission Office of the Commissioner (including Internal Audit Division) Services District Offices h. National Tax Research Center Office of the Executive Director* Branches i. Privatization and Management Office Office of the Executive Director* Services j. Securities and Exchange Commission Office of the Chairperson* Sectoral Offices Departments Extension Offices 10. Department of Foreign Affairs a. Office of the Secretary Office of the Secretary* (including Technical Cooperation Council of the Philippines, UNESCO National Commission of the Philippines) b. Technical Cooperation Council of the Philippines c. UNESCO National Commission of the Philippines Technical and Support Offices Embassies Consulate General Diplomatic Mission d. Foreign Service Institute Office of the Director General Divisions 11. Department of Health a. Office of the Secretary (Proper) Office of the Secretary* Bureaus Services Regional Offices a.1 DOH-supervised Health Facilities** Hospitals (including Special Hospitals, Medical Centers, and Treatment and Rehabilitation Centers) b. National Nutrition Council Office of the Executive Director* Central Office Divisions Regional Nutrition Offices c. Philippine National AIDS Council Office of the Executive Director* Divisions 12. Department of Human Settlements and Urban Development Office of the Secretary* Bureaus/Services/Offices Regional Offices a. Human Settlements Adjudication Commission Office of the Executive Commissioner* Services Regional Adjudication Branches 13. Department of Information and Communications Technology a. Office of the Secretary (Proper) Office of the Secretary* (including CIO Corps, Legislative Liaison Division, International Cooperation Division, Postal Regulation Division, and Information and Strategic Communications Division) Services Bureaus Regional Offices b. Cybercrime Investigation and Coordination Center Office of the Executive Director* (including the Legal Division) Technical and Staff Offices c. National Privacy Commission Office of the Commissioner* (including Office of the Director) Technical and Staff Offices d. National Telecommunications Commission Office of the Commissioner* (including Commission Secretariat, Broadcast Services Division, and Radio Spectrum Planning Division) Branches Regional Offices 14. Department of the Interior and Local Government a. Office of the Secretary (Proper) Office of the Secretary* Technical and Support Services Bureaus Regional Offices b. Bureau of Fire Protection Office of the Chief of the Fire Bureau* Technical and Support Services Regional Fire Stations c. Bureau of Jail Management and Penology Office of the Chief of the Jail Bureau* Directorates Jail Units by Region d. Local Government Academy Office of the Director* Divisions e. Commission on Muslim Filipinos Office of the Chairman* Office of the Director* Bureaus Services Regional Offices f. National Police Commission Office of the Commissioner* Staff Services Regional Offices g. National Youth Commission Office of the Chairman* (including Office of the Executive Director) Divisions h. Philippines Commission on Women Office of the Executive Director* Divisions i. Philippine National Police Office of the Chief PNP Directorate Support Units Regional Police Operations j. Philippine Public Safety College Office of the President* Functional Groups Institutes Academy College 15. Department of Justice a. Office of the Secretary Office of the Secretary* Technical and Support Services a.1 National Prosecution Service Prosecution Staff** City Prosecutor's Offices Regional Prosecution Offices b. Bureau of Corrections Office of the Director General** Directorates Prison and Penal Farms c. Bureau of Immigration Office of the Commissioner* (including board of Special Inquiry) Central Office Divisions Airport/Sub-port Offices d. Land Registration Authority Office of the Administrator* Technical and Support Services Regional Offices e. National Bureau of Investigation Office of the Director* Services Regional Offices f. Office of the Government Corporate Counsel Office of the Government Corporate Counsel* Administrative Unit Sectoral Teams g. Office of the Solicitor General Office of the Solicitor General* Legal Divisions Support Services h. Parole and Probation Administration Office of the Administrator* Central Office Divisions Regional Offices i. Presidential Commission on Good Government Office of the Commissioner* Technical and Support Services j. Public Attorney's Office Office of the Chief Public Attorney* Services Regional Offices District Offices 16. Department of Labor and Employment a. Office of the Secretary (Proper) Office of the Secretary* Services Bureaus Regional Offices Philippines Overseas Labor Offices b. Institute for Labor Studies Office of the Executive Director* Divisions c. National Conciliation and Mediation Board Office of the Executive Director* Central Office Divisions Regional Conciliation Mediation Branches d. National Labor Relations Commission Office of the Chairman* Office of the Executive Clerk of Court Court Divisions Regional Arbitration Boards/Branches Sub-Regional Arbitration Boards/Branches e. National Maritime Polytechnic Office of the Executive Director* Divisions f. National Wages and Productivity Commission Office of the Executive Director* Central Office Divisions Regional Tripartite Wages and Productivity Boards g. Overseas Workers Welfare Administration Office of the Administrator* Technical and Staff Offices Regional Welfare Offices Foreign Posts h. Philippine Overseas Employment Administration Office of the Administrator* Branches Technical and Staff Offices i. Professional Regulation Commission Office of the Commissioner* Services Offices Regional Offices/Extension Units 17. Department of National Defense a. DND Proper (Office of the Secretary) Office of the Secretary* Support Services b. Armed Forces of the Philippines Office of the Commanding General* b.1 Philippine Army Commands b.2 Philippine Air Force Office of the Commanding General* Commands b.3 Philippine Navy Office of the Flag Officer in Command* Commands b.4 General Headquarters Office of the Chief of Staff* Commands c. Government Arsenal Office of the Director* Divisions d. National Defense College of the Philippines Office of the Director* Divisions e. Office of Civil Defense Office of the Administrator* Services Operation Center Regional Offices f. Philippine Veterans Affairs Office (Proper) Office of the Administrator* Services g. Veterans Memorial Medical Center Office of the Director* Medical Service Administrative and Support Divisions 18. Department of Public Works and Highways Office of the Secretary* Bureaus Services Regional Offices Unified Project Management Office 19. Department of Science and Technology a. Office of the Secretary Office of the Secretary* (including International Technology Cooperation Unit, Science and Technology Foundation Unit, and Special Projects Division) Services Regional Offices b. Advanced Science and Technology Institute Office of the Director* Divisions c. Food and Nutrition Research Institute Office of the Director* Divisions d. Forest Products Research and Development Institute Office of the Director* Divisions e. Industrial Technology Development Institute Office of the Director* Divisions f. Metals Industry Research and Development Center Office of the Executive Director* Divisions g. National Academy of Science and Technology Office of the Executive Director* Divisions h. National Research Council of the Philippines Office of the Executive Director* Divisions i. Philippine Atmospheric, Geophysical and Astronomical Services Administration Office of the Administrator* Divisions j. Philippine Council for Agriculture, Aquatic and Natural Resources Research and Development Office of the Executive Director* Divisions k. Philippine Council for Health Research and Development Office of the Executive Director* Divisions l. Philippine Council for Industry, Energy and Emerging Technology Research and Development Office of the Executive Director* Divisions m. Philippine Institute of Volcanology and Seismology Office of the Director* Divisions n. Philippine Nuclear Research Institute Office of the Director* Divisions o. Philippine Science High School Office of the Executive Director* (including Technical and Staff Divisions) Campuses p. Philippine Textile Research Institute Office of the Director* Divisions q. Science Education Institute Office of the Director* Divisions r. Science and Technology Information Institute Office of the Director* Divisions s. Technology Application and Promotion Institute Office of the Director* Divisions 20. Department of Social Welfare and Development a. Office of the Secretary Office of the Secretary* Services Bureaus Regional Offices b. Council for the Welfare of Children Office of the Executive Director* Divisions c. Inter-Country Adoption Board Office of the Director* Divisions d. Juvenile Justice and Welfare Council Office of the Executive Director* Divisions e. National Council on Disability Affairs Office of the Executive Director* Divisions 21. Department of Tourism a. Office of the Secretary Office of the Secretary* Offices Services Regional Offices Foreign Field Offices b. Intramuros Administration Office of the Administrator* Divisions c. National Parks Development Committee Office of the Executive Director* Divisions 22. Department of Trade and Industry a. Office of the Secretary Office of the Secretary* Bureaus Services Regional Offices b. Board of Investments Office of the Governor* Services c. Construction Industry Authority of the Philippines Office of the Executive Director* Board Foundation d. Cooperative Development Authority Office of the Chairman* (including the Office of the Executive Director, Planning Division, Finance Division, and Administrative Division) Departments Extension Offices e. Design Center of the Philippines Office of the Executive Director* Divisions f. Intellectual Property Office Office of Director General* Bureaus Services g. Philippine Trade Training Center Office of the Executive Director* Divisions Office of the Executive Director* h. Technical Education and Skills Development Authority Technical and Staff Offices Services Regional Offices 23. Department of Transportation a. Office of the Secretary Office of the Secretary* Services DOT-CAR DOT-CARAGA a.1 Land Transportation Office** Central Office Divisions Regional Offices a.2 Land Transportation Franchising and Regulatory Board** Central Office Divisions Regional Franchising and Regulatory Offices b. Civil Aeronautics Board Office of the Executive Director* Divisions c. Maritime Industry Authority Office of the Administrator* Services Regional Offices Office ( e.g ., STCWO) d. Office of Transportation Cooperatives Office of the Board Chairman (including Office of the Executive Director) * Divisions e. Office for Transportation Security Office of the Administrator* Services f. Philippine Coast Guard PCG Headquarters Coast Guard Districts g. Toll Regulatory Board Office of the Board of Directors* (including Office of the Executive Director) Divisions 24. National Economic and Development Authority a. Office of the Secretary Office of the Secretary* Staffs (Bureaus and Services) Regional Offices Secretariats ( e.g ., LEDAC Secretariat and PFMITF Secretariat) b. Commission on Population and Development Office of the Executive Director* (including Internal Audit Unit) Central Office Divisions Regional Population Offices c. Philippine National Volunteer Service Coordinating Agency Office of the Director* Divisions d. Public-Private Partnership Center of the Philippines Office of the Executive Director* (including Corporate Planning and Development Division) Services e. Philippine Statistical Research and Training Institute Office of the Executive Director* Divisions f. Philippine Statistics Authority Office of the National Statistician* Services Regional Statistical Offices g. Tariff Commission Office of the Chairman* (including Offices of the Service Directors) Divisions 25. Presidential Communications Operations Office a. Presidential Communications Operations Office (Proper) Office of the Press Secretary* Services Media Research and Development Staff Offices ( e.g ., FOI-PMO) b. Bureau of Broadcast Services Office of the Director* Divisions c. Bureau of Communications Services Office of the Director* Divisions d. National Printing Office Office of the Director* Divisions e. News and Information Bureau Office of the Director* Divisions Presidential Press Staff Philippine News Agency f. Philippine Information Agency Office of the Director* Divisions Regional Information Centers g. Presidential Broadcast Staff Radio Television Malacaang (RTVM) Office of the Executive Director* Divisions B. CONSTITUTIONAL OFFICES AND OTHERS Agency Delivery Units 1. Civil Service Commission Office of the Chairperson* Technical and Staff Offices Services Regional Offices 2. Commission on Audit Office of the Chairperson* Technical and Staff Offices Clusters Services Regional Offices 3. Commission on Human Rights Office of the Chairman* Technical and Support Services Field Operations Field Units 4. Office of the Ombudsman a. Office of the Ombudsman Office of the Ombudsman* Technical and Support Offices Clusters b. Office of the Special Prosecutor Office of the Special Prosecutor* Bureaus C. OTHER EXECUTIVE OFFICES Agency Delivery Units 1. Anti-Red Tape Authority Office of the Director General* Offices Regional Field Offices 2. Career Executive Service Board Office of the Executive Director Divisions 3. Climate Change Commission Office of the Chairperson* Divisions 4. Commission on Filipinos Overseas Office of the Chairman Divisions 5. Commission on Higher Education Office of the Chairperson and the Commissioners* Office of the Executive Director Staff Bureaus/Services/Offices Regional Offices Legal Education Board UniFAST Board 6. Commission on the Filipino Language Office of the Chairman* Divisions 7. Dangerous Drugs Board Office of the Chairman* Technical and Support Offices 8. Energy Regulatory Commission Office of the Chairman (including the Internal Audit Division and the Office of the Executive Director) * General Counsel and Secretariat of the Commission Services 9. Fertilizer and Pesticide Authority Office of the Executive Director* Divisions 10. Film Development Council of the Philippines Office of the Chairman (including the Office of the Executive Director) * Administrative and Finance Unit Cinema Evaluation Board and Archive Unit Festival and PFESO Unit 11. Games and Amusements Board Office of the Chairman* Divisions Field Offices 12. Governance Commission for Government-Owned or -Controlled Corporations Office of the Chairman* ( including Strategy Management Division) Technical and Staff Offices 13. Metropolitan Manila Development Authority Office of the Chairman* (including Council Secretariat, Management Information Staff and Public Affairs Staff) Office of the General Manager* Services Offices 14. Mindanao Development Authority Office of the Chairperson* (including Offices of the Executive Director and Directors) Divisions Area Management Offices 15 Movie and Television Review and Classification Board Office of the Chairman Office of the Executive Director Divisions 16. National Anti-Poverty Commission Office of the Director General* Technical and Support Services 17. National Commission for Culture and the Arts (Proper) Office of the Chairman (including the Office of the Executive Director) * Divisions 18. National Historical Commission of the Philippines (National Historical Institute) Office of the Commission Chairman* Office of the Executive Director* Divisions 19. National Library of the Philippines Office of the Director* Divisions 20. National Archives of the Philippines (formerly Records Management and Archives Office) Office of the Executive Director* Divisions Regional Archival Networks 21. National Commission on Indigenous Peoples Office of the Chairman* Office of the Executive Director* Technical and Support Offices Regional Offices 22. National Intelligence Coordinating Agency Office of the Director General* Directorates Regional Offices 23. National Security Council Office of the Director General* Technical and Support Units 24. Office of the Presidential Adviser on the Peace Process Office of the Presidential Adviser* Technical and Support Services 25. Optical Media Board Office of the Executive Director* Divisions 26. Philippine Competition Commission Office of the Chairman* (including Office of the Executive Director) Technical and Staff Offices 27. Philippine Drug Enforcement Agency Office of the Director General* Support Services Technical Offices Regional Offices 28. Philippine Racing Commission Office of the Chairman* (including Office of the Executive Director) Divisions 29. Philippine Space Agency Office of the Director General* Bureaus/Service 30. Philippine Sports Commission Office of the Chairman/Commission Members* Office of the Executive Director Services 31. Presidential Commission for the Urban Poor Office of the Chairman* Divisions 32. Presidential Legislative Liaison Office Office of the Legislative Adviser* Liaison Offices Divisions 33. Presidential Management Staff Office of the PMS Head Services Technical and Staff Offices D. STATE UNIVERSITIES AND COLLEGES Agency Delivery Units 1. Colleges Office of the President* Services Campuses (with Charter) Colleges (with CHED accreditation) 2. Universities Offices of the President* Services Campuses (with Charter) Colleges (with CHED accreditation) CAR 1. Abra Institute of Science and Technology 2. Apayao State College 3. Benguet State University 4. Ifugao State University 5. Kalinga State University (Kalinga-Apayao State College) 6. Mountain Province State University (Mt. Province State Polytechnic College) Region I 7. Ilocos Sur Polytechnic State College 8. Don Mariano Marcos Memorial State University 9. Mariano Marcos State University 10. North Luzon Philippines State College 11. Pangasinan State University 12. University of Northern Philippines Region II 13. Batanes State College 14. Cagayan State University 15. Isabela State University 16. Nueva Vizcaya State University 17. Quirino State College Region III 18. Aurora State College of Technology 19. Bataan Peninsula State University 20. Bulacan Agricultural State College 21. Bulacan State University 22. Central Luzon State University 23. Don Honorio Ventura Technological State University 24. Nueva Ecija University of Science and Technology 25. Pampanga State Agricultural University (Pampanga Agricultural College) 26. Philippine Merchant Marine Academy 27. Ramon Magsaysay Technological University 28. Tarlac College of Agriculture 29. Tarlac State University Region IV-A 30. Laguna State Polytechnic University 31. Southern Luzon State University 32. Batangas State University 33. University of Rizal System 34. Cavite State University Region IV-B 35. Marinduque State College 36. Mindoro State University (Mindoro State College of Agriculture and Technology) 37. Occidental Mindoro State College 38. Palawan State University 39. Romblon State University 40. Western Philippines University Region V 41. Bicol University 42. Bicol State College of Applied Sciences and Technology 43. Camarines Norte State College 44. Camarines Sur Polytechnic College 45. Catanduanes State College 46. Central Bicol State University of Agriculture 47. Dr. Emilio B. Espinosa, Sr. Memorial State College of Agriculture and Technology 48. Partido State University 49. Sorsogon State College Region VI 50. Aklan State University 51. Capiz State University 52. Carlos Hilado Memorial State College 53. Guimaras State College 54. Iloilo State University of Science and Technology (Iloilo State College of Fisheries) 55. Central Philippines State University 56. Northern Iloilo State University (Northern Iloilo Polytechnic State College) 57. Northern Negros State College of Science and Technology 58. University of Antique 59. West Visayas State University 60. Iloilo Science and Technology University (Western Visayas College of Science and Technology) Region VII 61. Bohol Island State University 62. Cebu Normal University 63. Cebu Technological University 64. Negros Oriental State University 65. Siquijor State College Region VIII 66. Eastern Samar State University 67. Eastern Visayas State University 68. Leyte Normal University 79. Biliran Province State University 70. Northwest Samar State University 71. Palompon Polytechnic State University (Palompon Institute of Technology) 72. Samar State University 73. Southern Leyte State University 74. University of Eastern Philippines 75. Visayas State University Region IX 76. JH Cerilles State College 77. Jose Rizal Memorial State University 78. Western Mindanao State University 79. Zamboanga City State Polytechnic College 80. Zamboanga State College of Marine Sciences and Technology Region X 81. Northwestern Mindanao State College of Science and Technology 82. Bukidnon State University 83. Camiguin Polytechnic State College 84. Central Mindanao University 85. Mindanao University of Science and Technology 86. Misamis Oriental State College of Agriculture and Technology Region XI 87. Davao del Norte State College 88. Davao del Sur State College 89. Davao Oriental State College of Science and Technology 90. Southern Philippines Agri-Business, Marine and Aquatic School of Technology 91. University of Southeastern Philippines 92. Compostela Valley State College Region XII 93 Cotabato State University (Cotabato City State Polytechnic College) 94. Cotabato Foundation College of Science and Technology 95. Sultan Kudarat State University 96. University of Southern Mindanao CARAGA 97. Agusan del Sur State College of Agriculture and Technology 98. Caraga State University 99. Surigao del Sur State University 100. Surigao State College of Technology BARMM 101. Basilan State College 102. Mindanao State University System 103. Sulu State College 104. Tawi-Tawi Regional Agricultural College 105. Adiong Memorial Polytechnic College NCR 106. Marikina Polytechnic College (Marikina Polytechnic State College) 107. Eulogio "Amang" Rodriguez Institute of Science and Technology 108. Philippine Normal University 109. Philippine State College of Aeronautics 110. Polytechnic University of the Philippines 111. Rizal Technological University 112. Technological University of the Philippines 113. University of the Philippines System (UP) Note: * Including the Office(s) of the Deputy Head(s) and immediate support staff. ** Agencies to be treated separately from their mother departments for the purpose of rating and ranking ANNEX 2 Form 1.0 Report on Ranking of Offices/Delivery Units ANNEX 3 Modified Form A Department/Agency Process Results Report ANNEX 4 Citizen/Client Satisfaction Survey I. Rationale The AO 25 IATF aims to continually achieve a government-wide improvement through seamless public service delivery. In achieving this, service quality standards in delivering frontline services, doing business with the government, industries, various sectors, and the citizens must be institutionalized across all government agencies. Measuring and reporting the satisfaction level of citizens/clients that were served in FY 2021 is vital in ensuring that these standards are attained. For FY 2021 PBB, agencies should report the fulfillment of their services through a Citizen/Client Satisfaction Survey (CCSS) report. This shall generate verifiable data and tangible evidence to assist agencies determine the effectiveness of implemented ease of transaction and process improvements through identified indicators or service dimensions that were identified by the agencies and the citizens/clients they serve. II. Guide in conducting the Citizen/Client Satisfaction Survey Agencies are encouraged to observe the following procedures in conducting the CCSS: 1. Data Gathering Methodology The agency should select the data collection methodology/ies deemed as the most efficient and effective way of gathering citizen/client feedback. 2. Respondents Criteria The set characteristic of the respondent/s must be clearly identified by the agencies to properly represent the citizens/clients served for each service, and to collect accurate data. 3. Survey Sampling Coverage Agencies should ensure that the sampling coverage of the CCSS would best represent the total population of its citizens/clients served for each service. It is important to note that the sampling frame should be able to accurately capture all units in the target population to avoid under coverage and/or over coverage. The total sample respondents will be compared with the data on the total citizens/clients served provided by the agency for statistical comparability. 4. Sampling Procedure A systematic random sampling is the preferred sampling procedure. Due to budget and time constraints, agencies may set a limit on the sample size of the CCSS. 5. Survey Instrument/Questionnaire Agencies should develop survey instruments fit for each of its services. A lean and harmonized measurement tool for citizen/client satisfaction may be used. Government agencies can customize their tool for relevance and effectiveness and for measuring the satisfaction level and progress over time to sustain continuous organizational and service delivery improvement. 5.1 Service Quality Dimensions The CCSS must capture the total citizen/client experience, expectations, and satisfaction in the delivered public service with the following service quality dimensions: a. Responsiveness the willingness to help, assist, and provide prompt service to citizens/clients. b. Reliability (Quality) the provision of what is needed and what was promised, following the policy and standards, with zero to a minimal error rate. c. Access & Facilities the convenience of location, ample amenities for comfortable transactions, use of clear signages and modes of technology. d. Communication the act of keeping citizens and clients informed in a language they can easily understand, as well as listening to their feedback. e. Costs the satisfaction with timeliness of the billing, billing process/es, preferred methods of payment, reasonable payment period, value for money, the acceptable range of costs, and qualitative information on the cost of each service. f. Integrity the assurance that there is honesty, justice, fairness, and trust in each service while dealing with the citizens/clients. g. Assurance the capability of frontline staff to perform their duties, product and service knowledge, understanding citizen/client needs, helpfulness, and good work relationships. h. Outcome the extent of achieving outcomes or realizing the intended benefits of government services. 5.2 Rating Scale For a deeper understanding of citizen/client perception of agency services, the agencies may opt to include questions pertaining to the importance of attributes or agreements to statements. A 5-point Likert scale is recommended to be used depending on the question/s asked. Here are some sample scales: Table 1: Very dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very satisfied 1 2 3 4 5 Table 2: Strongly disagree Disagree Neither agree or disagree Agree Strongly agree 1 2 3 4 5 Table 3: Not at all important Slightly important Moderately important Important Very important 1 2 3 4 5 Table 4: Not at all effective Slightly effective Moderately effective Very effective Extremely effective 1 2 3 4 5 6. Data Analysis The results of the survey shall be analyzed by service, and by applicable service quality dimensions. Agencies shall also report the overall agency rating in the service quality dimensions and the overall agency citizen/client satisfaction score . Service Quality Dimension Score by Frontline Service Score in All Services 1. Responsiveness 2. Reliability (Quality) 3. Access & Facilities 4. Communication 5. Costs 6. Integrity 7. Assurance 8. Outcome Overall Score Other segments that may be included in the analysis are: By type of citizen/client served: o General Public o Government Employees o Businesses/Organizations By area (depending on the area coverage): o Total Luzon o Total Visayas o Total Mindanao By region/field office Respondent profile o Gender o Age/Age Group Service improvement shall also be drawn from the results of the survey and an appropriate action plan should be identified. Furthermore, the results of the 2021 survey should be compared to the CCSS results of 2020 for continuity, as appropriate. III. Reporting of the CCSS Results Agencies must submit the CCSS report following this outline: a. Description of the methodology of the CCSS used for each reported service 1. Respondents Criteria 2. Survey Sampling Coverage 3. Sampling Procedure 4. Survey Instrument/Questionnaire b. Results of the CCSS for FY 2021 (include a sample of the feedback/survey form used) c. Results of Agency Action Plan reported in FY 2020 PBB d. Continuous Agency Improvement Plan for FY 2022 ANNEX 5 Performance Report for State Universities and Colleges (SUCs) ANNEX 5.1 Form A For State Universities and Colleges Bureaus/Office Performance Report ANNEX 5.2 Form A-1 For State Universities and Colleges Bureaus/Office Performance Report Footnotes 1. An Act Extending the Availability of Appropriations under Republic Act No. 11494, Otherwise Known as the "Bayahihan to Recover as One Act." 2. An Act Extending the Availability of the 2020 Appropriations to December 31, 2027, Amending for the Purpose Section 60 of the General Provisions of Republic Act No. 11465 or the General Appropriations Act of Fiscal Year 2020.