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2015 CUSTOMER EXPERIENCE SURVEY
BUSINESS PERMITS & LICENSING SYSTEM (BPLS)
TERMS OF REFERENCE
BACKGROUND/RATIONALE:
One of the Aquino Administration’s core thrusts is a focus on good governance,
transparency, and accountability as well as improved public services. Among the various
transparency and governance initiatives is the Nationwide Streamlining of BPLS Project with
the Dept. of Interior and Local Government (DILG) and the Department of Trade and
Industry (DTI) as lead implementing agencies. As of 20 November 2014, a total of 1,256
LGUs are reported to have completed streamlining their BPLS. There are 146 additional
LGUs currently undergoing the streamlining process.
For its part, the National Competitiveness Council (NCC) is conducting annually on BPLS
Customer Experience Survey which aims to determine the satisfaction level and assess
performance of the different LGUs nationwide in terms of business registration particularly
on the renewal process of Mayor’s Permit from the viewpoint of the business communities.
This survey will form part of NCC’s Monitoring and Evaluation Projects that will track the
quality of government services.
It is for this purpose that this project is being proposed in order to assess the implementation
of the Nationwide BPLS Streamlining Program.
PROJECT OBJECTIVES:
The project aims to determine the practices of all cities and municipalities under the BPLS
Streamlining Program and measures satisfaction level of businessmen who experienced the
services and programs of their respective LGUs and to improve future action steps for a more
business-friendly process of BPLS.
CRITERIA FOR SELECTION OF RESPONDENTS:
The project targeted to cover 164 LGUs with a total number of 1,640 respondents (Please
see table below).
Based on the quota sampling (non-probability), the following are the criteria for selection of
target LGUs and respondents:
1. An LGU with the most number of business registrations based on the 2014 CMCI report;
2. Selection of respondents will come from business owners/community. It is strictly advise
that respondents must have the actual experience in previous year of business registration;
3. Sample size is determined though quota sampling based on the number of LGUs,
participating LGU should meet the target number of respondent per region.
Enabling Business, Empowering Consumers
COMPETITIVENESS BUREAU
3/F Tara Building, 389 Senator Gil J. Puyat Avenue, 1200 Makati City, Philippines
Telephone: (+632) 890.4889 Fax: (+632) 890.4861
E-mail: [email protected]
www.dti.gov.ph
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PROJECT IMPLEMENTATION MECHANICS:
The NCC shall tap the assistance of DTI Regional/Provincial Offices (BPLS Focal Person) in
the locality for the conduct of this project.
The National Competitiveness Council (NCC) will be tasked to:
a. Prepare and submit to regional BPLS counterparts all related material with passwordprotected file for the conduct of 2015 BPLS Customer Experience Survey;
b. Coordinate with DTI Regional/Provincial Offices to improve BPLS database that can be
made available to LGUs that desire to update existing information and future reference;
c. Consolidate all data collected and encode these into a single standardized research report.
All data under the regions shall be reflected in ONE research report;
d. Ensure the completeness and quality of data/research report particularly on the prescribed
number of respondents/participating LGUs and;
e. Prepare and submit copy of consolidated survey report to DTI Regional/Provincial
Offices for dissemination of results to LGUs on or before May 2015.
Each DTI Regional/Provincial Office will be tasked to:
a. Tap regional BPLS counterparts and local chambers/private sector on the conduct of 2015
BPLS Customer Experience Survey;
b. Oversee the dissemination of letters, survey forms, and other communication materials
related to 2015 BPLS Customer Experience Survey ;
c. Encourage the use of online survey application to the respondents (Please see online
instruction);
d. If the prescribed targets were not achieved during the survey period, the Focal Person will
immediately inform NCC for corrective actions;
e. Provide photocopies of the questionnaires, if necessary;
f. Send a copy of the approved/signed Terms of reference (TOR) to the NCC a week before
the proper survey period;
g. Prepare and submit regional 2015 Customer Experience Survey Report/Database with
password-protected file to NCC on or before 16 February 2015.
CONFORME:
_______________________
REGIONAL DIRECTOR
________________________________
BPLS REGIONAL FOCAL PERSON
Enabling Business, Empowering Consumers
COMPETITIVENESS BUREAU
3/F Tara Building, 389 Senator Gil J. Puyat Avenue, 1200 Makati City, Philippines
Telephone: (+632) 890.4889 Fax: (+632) 890.4861
E-mail: [email protected]
www.dti.gov.ph
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TARGET NUMBER OF LGUs AND RESPONDENTS
TOTAL LGUS
REGION
Target no.
of LGUs
Target No. of
per Region Respondents
(y=10% of
per Region
the total
(10
No. of
respondents
LGUs per
times y)
Region
8
80
CITIES
MUNICIPALITIES
TOTAL
2
75
77
16
1
17
17*
170*
9
116
125
12
120
II - Cagayan Valley
III - Central Luzon
IVACALABARZON
IVB- MIMAROPA
V - Bicol Region
VI - Western
Visayas
VII - Central
Visayas
VIII- Eastern
Visayas
IX - Zamboanga
Peninzula
X - Northern
Mindanao
XI - Davao Region
XII –
SOCCSKSARGEN
XIII - CARAGA
Region
4
14
18
89
116
124
93
130
142
9
13
14
90
130
140
2
7
16
71
107
117
73
114
133
7
11
13
70
110
130
16
116
132
13
130
7
136
143
14
140
5
67
72
7
70
9
84
93
9
90
6
5
43
45
49
50
5
5
50
50
6
67
73
7
70
TOTAL
144
1490
1516
164 LGUs
1640
Respondents
Cordillera
Administrative
Region
National Capital
Region
I - Ilocos Region
*With exception to National Capital Regions (NCR)
Enabling Business, Empowering Consumers
COMPETITIVENESS BUREAU
3/F Tara Building, 389 Senator Gil J. Puyat Avenue, 1200 Makati City, Philippines
Telephone: (+632) 890.4889 Fax: (+632) 890.4861
E-mail: [email protected]
www.dti.gov.ph
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EFFECTIVITY: September 2014
SCHEDULE OF 2015 BPLS CUSTOMER EXPERIENCE SURVEY
PLANNED ACTIVITIES
1.
Release of Notice of 2015 BPLS
Customer Experience Survey
TARGET DATE OF SUBMISSION
RESPONSIBLE UNIT
ACTUAL DELIVERABLES
12 December 2014
NCC
Approved Term of Reference (ToR),
Memorandum to Regional Director, and
Research Report/Database template
2.
Dissemination of questionnaires and
related materials from NCC to DTI
Regional Offices
15 December 2014
NCC
Approved 2015 BPLS Customer Experience
Survey Forms and other related materials
3.
Window for Feedback/Clarifications
from DTI Regional Offices to NCC
15-18 December 2014
NCC
Prepare Status Report of the 2015 Customer
Experience Survey
4.
Survey Period
January to February 2015
DTI Provincial and Regional Offices
Submission of research report/database not
later than 16 February 2015 to NCC
5.
Consolidation of Regional to
National Survey Report
March 2015
NCC
Initial draft of Survey Report (containing at
most 70% progress status)
6.
Drafting of Proper Survey Report
March 2015
NCC
Complete survey instruments/methodology
7.
Submission of 2015 BPLS Customer
Experience Survey Report
April 2015
NCC
Approved 2015 BPLS Customer Experience
Survey Report
8.
Release of Results
May 2015
NCC
Presentation to BPLS Oversight Committee
Enabling Business, Empowering Consumers
COMPETITIVENESS BUREAU
3/F Tara Building, 389 Senator Gil J. Puyat Avenue, 1200 Makati City, Philippines
Telephone: (+632) 890.4889 Fax: (+632) 890.4861
E-mail: [email protected]
www.dti.gov.ph