CSIS Manual v2019.

Citizen Satisfaction
Index System
Manual for Implementation in Municipalities
2019
VERSION 2019.0.2
No part of this Manual may be reproduced in any form for commercial purposes without
any written consent from the Bureau of Local Government Supervision,
Department of the Interior and Local Government,
Quezon City, Philippines.
To verify if this is the latest edition of this manual and for further inquiries, you may send an
e-mail to the CSIS National Team at citizensatisfaction@gmail.com.
Table of Contents
1. INTRODUCTION ........................................................................................................................ 1
2. PROJECT MANAGEMENT ....................................................................................................... 3
2.1. Project Cycle ............................................................................................................... 3
2.2. The LRI Team .............................................................................................................. 4
2.2.1. The Project Manager (PM)............................................................................... 4
2.2.2. The Field Supervisor (FS) ................................................................................ 5
2.2.3. The Field Interviewer (FI) ................................................................................. 6
2.2.4. The Data Processor (DP)................................................................................. 7
2.3. Translation of the Questionnaire .............................................................................. 7
2.4. LGU Service Delivery Baseline Data ........................................................................ 8
3. CONCEPTUAL FRAMEWORK ............................................................................................... 10
3.1. Service Areas and Service Indicators .................................................................... 11
3.1.1. Health Services .............................................................................................. 11
3.1.2. Support to Education ..................................................................................... 11
3.1.3. Social Welfare Services ................................................................................. 11
3.1.4. Governance and Response ........................................................................... 11
3.1.5. Public Works and Infrastructure ..................................................................... 12
3.1.6. Environmental Management .......................................................................... 12
3.1.7. Economic and Investment Promotion ............................................................ 12
3.2. LGU Service Delivery Profile................................................................................... 12
3.3. CSIS Core Concepts ................................................................................................ 13
3.4. Reasons for Non-Availment and Satisfaction/Dissatisfaction ............................ 14
3.5. Socio-Demographic and Housing Profile .............................................................. 15
3.6. Perception of Corruption ......................................................................................... 16
3.7. Attitudes Toward the LGU ....................................................................................... 16
3.8. Overall Satisfaction .................................................................................................. 17
3.9. Overall Need for Action ........................................................................................... 18
3.10. Recommendations for Improvement ..................................................................... 18
4. MULTI-STAGE PROBABILITY SAMPLING ........................................................................... 19
4.1. Probability Sampling Proportional to Size ............................................................ 19
4.1.1. Generating Sample Spots .............................................................................. 20
4.2. Sampling BEFORE Field Coverage ........................................................................ 21
4.3. Sampling DURING Field Coverage ......................................................................... 22
4.3.1. Dispatching .................................................................................................... 22
4.3.2. Interviewing .................................................................................................... 25
4.3.3. Replacement .................................................................................................. 28
4.3.4. Callbacks ........................................................................................................ 28
4.3.5. Substitution .................................................................................................... 28
5. INTERVIEWING PROCEDURES ............................................................................................. 30
5.1. Before Leaving for Area Coverage ......................................................................... 30
5.2. Upon Arrival at an Area before Interviewing ......................................................... 30
5.3. Introducing Yourself to the Respondent ............................................................... 31
5.4. Socio-Demographic Page ........................................................................................ 31
5.5. Probability Respondent Table / Kish Grid ............................................................. 32
5.5.1. Six-Month Residency Requirement for PRs .................................................. 32
5.5.2. Eighteen (18) and Above Age Requirement .................................................. 32
5.6. Interview Proper ....................................................................................................... 33
5.6.1. After Interviewing ........................................................................................... 35
5.6.2. After Area Coverage ...................................................................................... 35
5.7. Data Editing............................................................................................................... 35
5.7.1. Control Pages ................................................................................................ 36
5.7.2. Probability Respondent Table/Kish Grid ........................................................ 36
5.7.3. Back checking ................................................................................................ 36
6. DATA PROCESSING ............................................................................................................... 37
6.1. Coding ....................................................................................................................... 37
6.1.1. Adding New Codes ........................................................................................ 38
6.1.2. Standard Codes ............................................................................................. 38
6.2. Encoding / Data Entry .............................................................................................. 38
6.3. Data Cleaning............................................................................................................ 39
6.4. Generating Frequency Distribution Tables ........................................................... 39
6.5. Processing Qualitative Responses ........................................................................ 39
7. Analysis Plan and Procedure ................................................................................................ 40
7.1. Percentage Scores ................................................................................................... 40
7.1.1. Percentage Scores for Service Indicators ..................................................... 40
7.1.2. Overall Service Area Percentage Scores ...................................................... 40
7.1.3. Citizen’s Overall Satisfaction and Need for Action Percentage Score .......... 41
7.2. Adjectival Ratings .................................................................................................... 41
7.3. Action Grid ................................................................................................................ 42
7.3.1. Continued Emphasis ...................................................................................... 43
7.3.2. Exceeded Expectations ................................................................................. 43
7.3.3. Secondary Priority .......................................................................................... 43
7.3.4. Opportunities for Improvement ...................................................................... 43
7.4. Analysis and Discussion of Processed Qualitative Data .................................... 44
8. Report Preparation ................................................................................................................. 45
8.1. Citizen Satisfaction Report Preparation ................................................................ 45
8.1.1. Outline ............................................................................................................ 45
Continuation… CS Report Outline .............................................................................................. 46
8.1.1. Service Indicator Discussion .......................................................................... 48
8.1.2. General Guidelines ........................................................................................ 49
8.2. Project Implementation Report Preparation ......................................................... 50
Attachments................................................................................................................ 50
9. Project Completion and Evaluation ...................................................................................... 51
10. Utilization Conferences .......................................................................................................... 52
10.1. Objectives ................................................................................................................. 52
10.2. Participants ............................................................................................................... 52
10.3. Technical Input ......................................................................................................... 53
10.4. Roles of the DILG and the LRI ................................................................................ 53
11. Annexes……………………………………….…………………………………………………55
A. Interviewer’s Kit Per Spot………………..………..………………….……………………56
B. Spot Allocation for LGUs with more than 30 barangays……..…………………...........57
C. Spot Allocation for LGUs with 30 or less barangays…….……………………………...59
D. Allocation of Samples to Barangays………………………………………………..…….60
E. SP-RS and FI Control………………………………………………………………….......61
F. Spot Map With Details……...………………………………………………………...........62
G. Spot Map Without Details…………………………………………………………..……...63
H. Expanding the Coverage Area…………………………………………...…………….....64
I. Randomized Control for Household Number and Service Area……………………….65
J. Sample Call Sheet (After Area Coverage)……………………………………………….67
K. Fieldwork Diary…………………..…………………………………………......................68
L. Project Implementation Report…………………..…………………………...…………...69
M. Service Delivery Baseline Data Template………………………………………………..72
N. Questionnaire……………………………………………………………….......................75
O. Technical Notes…………………………………………………………………………...100
Figures
Figure 1. The CSIS Project Cycle ......................................................................................... 3
Figure 2. Functional Chart of an LRI Team ........................................................................... 4
Figure 3. LGU Service Delivery Baseline Data Collection and Utilization Process ................ 8
Figure 4. CSIS Conceptual Framework .............................................................................. 10
Figure 5. Service Indicator Relationships between Awareness, Availment, Satisfaction and

Need for Action ................................................................................................................... 13
Figure 6. Flowchart of Core Concepts and “Reasons” Questions ....................................... 15
Figure 7. Socio-Demographic and Housing Profile Indicators ............................................. 15
Figure 8. The Action Grid divides the services and service areas into four groups based on
adjectival ratings on satisfaction and need for action........................................................... 42
Charts
Table 1. Reference on Questions on Qualitative Data in the Questionnaire ........................ 14
Table 2. EVLN Concepts and Key Statements.................................................................... 16
Table 3. Reference on Overall Service Area Satisfaction Questions in the Questionnaire .. 17
Table 4. Reference on Overall Service Area Need for Action Questions in the Questionnaire
........................................................................................................................................... 18
Table 5. Reference on Questions on Recommendations in the Questionnaire ................... 18
Table 6. Summary of CSIS Questions By Category ............................................................ 34
Table 7. Guide on CSIS Standard Codes ........................................................................... 38
Table 8. Derivation of Percentage Scores per Core Concept for Service Indicators ............ 40
Table 9. Adjectival ratings for the Percentage Scores and their Score Cut-offs and
Interpretations ..................................................................................................................... 41
Table 10. Summary of the Action Grid Quadrant’s General Directions ................................ 44
1. INTRODUCTION
The Department of the Interior and Local Government (DILG) envisions local government units
(LGUs) to be self-reliant, development-oriented, safe, peaceful, socially protective, business
friendly, environmentally protective, as well as transparent, accountable and participative.
These challenges inspire the local government sector of the DILG to keep up with the trends
in governance and public management by setting higher standards in performance
management that target fulfilment of actual needs of the citizens. If citizens are able to avail
and maximize services that promote basic human development conditions, they are more
likely to participate in economic and civil life.
LGUs in the Philippines, under the Local Government Code of 1991, are mandated to provide
basic services that are responsive to the needs of their citizens. Section 16 of the same law
states that:
Every local government unit shall exercise the powers expressly granted, those necessarily
implied therefrom, as well as powers necessary, appropriate, or incidental for its efficient
and effective governance, and those which are essential to the promotion of the general
welfare. (…)
This describes the potent and central role of local governments in propelling and ushering in
local economic and social development in the communities.
This Department has been utilizing performance management tools for LGUs as early as the
1980s. As local governance is a vast domain in terms of conceptual breadth, programs were
focused on building the internal capacity of LGUs and on developing outcome indicators on a
number of thematic performance areas. These tools like the Local Governance Performance
Management System (LGPMS), Seal of Good Local Governance (SGLG), and Transcending
Accountable and Responsive Governance through Empowerment and Teamwork (TARGET)
have been and are excellent diagnostic tools for LGUs to assess their readiness in providing
services to their people. However, given the high mandate to LGUs in ensuring the people’s
general welfare, it is only reasonable that the clients’ or the citizens’ perspective should also
be part of the equation in so far as local government performance is concerned.
As the intended recipients and end-users of public services, the citizens are deemed in a
better position to determine whether or not these services are delivered according to their
needs and to an extent fulfill their everyday and long-term human development requirements.
Thus, getting their sentiments, opinions and insights based on their own perception and
evaluation as consumers of local public services is a logical method of shaping what local
governments need to do to ensure welfare of the citizens, without neglect of statutory
requirements expected from them.
This context provides the reason for the interest of this Department to develop and implement
the Citizen Satisfaction Index System to serve as a tool for drawing in applicable information
for gauging citizen satisfaction that can be used for agenda-setting of economic and human
development plans and goals of LGUs. The revival of the CSIS was in the context of the DILG’s
renewed and expanded commitment towards widening the spaces for participation in local
governance to ultimately pave ways to the development of a more transparent, accountable
and highly performing local governments.
The CSIS uses a mix of quantitative and qualitative research methods through face-to-face
interviews with actual residents randomly sampled from the barangays of the target LGUs.
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The CSIS uses multi-stage probability sampling (see Chapter 4) in order to ensure that
every citizen is given an equal chance to be selected as a participant in the study with no
preference for any particular socio-demographic characteristic, political/ideological orientation
or religious belief.
Through DILG Memorandum Circular 2019-12, the Citizen Satisfaction Index System will be
implemented in municipalities targeted by the DILG Regional Offices in order to equip them
with tools and procedures needed for implementation. Local Resource Institutes are
contracted by the Department as partners in gathering data and interpreting results for
development and research purposes.
The CSIS data have a number of potential uses for many stakeholders pursuing valuable
contribution in local and national socio-economic development. The CSIS data provide the
stakeholders, most importantly the LGUs, basis for crafting well-informed policies and
management decisions in their mandate of providing basic services to the people. LGUs may
benefit from the CSIS by capturing the pulse of the people towards achieving responsiveness
to wider parts of the population. The data can help them strengthen their decisions on policies
and programs that focus on services deemed to be areas for development and those that
strongly drive citizen satisfaction. With a knowledge base citizen-driven assessment of basic
services, the DILG, for example, can provide more well-informed oversight supervision and
technical-administrative support to the LGUs.
National Government Agencies (NGAs) and the legislature may also target specific service
areas deemed weak or need complementation from national programs. Civil Society
Organizations (CSOs) may also gain insights on which service areas they can refocus their
efforts on for complementation in the delivery of basic services. The CSIS data can also be a
starting point also for academic institutions in providing research, learning and extension
services.
The Department invests in the CSIS to empower citizens and communities by making them
the center of governance and local administration towards achieving equitable, sustainable
and inclusive local development.
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2. PROJECT MANAGEMENT
2.1. Project Cycle
Utilization
Conference
Figure 1. The CSIS Project Cycle
The CSIS Project Cycle is composed of six (6) major processes. First, the Orientation of
Regional Focal Persons (RFPs) is conducted to capacitate DILG personnel on institutional
preparations for the conduct of fieldwork and utilization conferences. The Service Delivery
Baseline Data Collection, on the other hand, is necessary to generate background data on
the service delivery profile of the LGUs being covered. The baseline data sheet, as an output
of data collection, will be an input to the edited questionnaire.
The Training of Local Resource Institutes (LRIs) is conducted to prepare and capacitate
the LRI key personnel on the procedures and processes necessary for the fieldwork.
Knowledge products and tools essential for fieldwork activities are turned over to the LRIs
during this activity. Questions and concerns are also discussed in detail in order to anticipate
particular issues that may affect the said implementation. At the end of the training, timelines
for each key deliverables of the fieldwork implementation are identified and submitted to the
DILG.
The Fieldwork processes can further be divided into sub-processes, namely: sampling, data
gathering/interviewing, data processing, analysis, report preparation, and completion and
evaluation. These will further be explained in detail in this manual. At the end of fieldwork, the
Citizen Satisfaction Report and the Project Implementation Report shall be submitted to the
DILG for evaluation. Finally, when all reports are deemed final and approved, Utilization
Conferences shall be held in order to present the CSIS results to the respective local
government units (LGUs) and to utilize results into concrete action plans in furthering the
development of local services.
The last process in the CSIS cycle involves Monitoring and Evaluation of the action plans
identified by the LGUs.
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2.2. The LRI Team
The LRI Team is generally composed of a Project Manager, Field Supervisors, and Data
Processors, based on functions. The number of the different roles vary depending on the size
of the project.
Data Processors
- encoders
- coders
Figure 2. Functional Chart of an LRI Team
2.2.1. The Project Manager (PM)
The Project Manager (PM) heads and supervises the entire CSIS team. His/her duties
compose of the following:
BEFORE FIELDWORK
1. Attends general field training; ensures complete coverage and discussion of project
details during training of Field Interviewers (FIs),
2. Prepares a checklist of project materials needed and schedule of activities,
3. Ensures that Field Supervisors (FSs) are accurately and completely provided with
project materials and logistics,
Checklist of materials needed before fieldwork include:
• Team line-ups
• Fieldwork itineraries/schedule of activities of all FSs and FIs
• Transport needs of FIs and FSs
• Permit letters / Letters of endorsement (when applicable only)
• Valid IDs of all FSs and FIs (to be issued by LRI)
• Fieldwork controls
• Complete FI kits (see Annex A)
4. Assigns to FSs actual accomplishment of items in the checklist, and;
5. Ensures complete designation of logistics before dispatching FSs and FIs.
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DURING FIELDWORK
6. Communicates to DILG Regional Office (RO) project timetable and deadlines,

7. When applicable, immediately notifies the DILG Regional Office of problems during
fieldwork (e.g.: substitution of assigned areas and reasons for substitution),
8. Monitors the productivity and fieldwork status of all teams, and;
9. Ensures compliance of the teams to the following:
• having at least 20% backchecking of each interviewer,
• following assigned schedule of activities,
• random checking of completed questionnaires,
• random checking of validity and logical consistency of accomplished
questionnaires, and;
• ensuring prescribed schedule of transmittal of completed questionnaires.
AFTER FIELDWORK
10. Monitors progress of data processing (coding, encoding, and other data processing
outputs),
11. Analyzes data processing outputs and writes needed reports, and;
12. Submits to DILG RO agreed upon outputs on or before the designated deadline.
OUTPUT (to be submitted to the DILG RO):

• Completed Interviewers’ Kits of all sample spots
• Various digital output files
• Citizen Satisfaction Report
• Project Implementation Report
2.2.2. The Field Supervisor (FS)
The field supervisor is in charge of managing the tasks and assignments of the Field
Interviewers. They report to the Project Manager on concerns pertaining to fieldwork
operations.
BEFORE FIELDWORK
1. Attends general field training,

2. Ensures the completeness of the directory of team line-up (name, contact details i.e.:
address, cell phone numbers of all team members),
3. Assists the PM in the preparation and dispatching of project materials and FI kits,
4. Ensures that each questionnaire has:
a. Assigned questionnaire number (001 – 150)
b. Encircled household number in the Kish grid (01 – 10)
c. Encircled service area code in the questionnaire (D-J)
5. Ensures that kits assigned to FIs are complete (see Annex A), and;
6. Dispatches FIs.
DURING FIELDWORK:
7. Ensures 20% backchecking of completed interviews per FI,

8. Updates the PM of unusual incidents in field that may hamper fieldwork procedures,
9. Checks codes, sees to it that codes are valid and logically consistent then signs on the
blank provided for the FS,
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10. Ensures 100% editing of completed interviews,
11. Complies with the specified transmittal schedule agreed upon with the PM,
12. Notifies PM of problems reported by FIs and/or encountered during area coverage, and;
13. When in doubt, consults the fieldwork manual or asks the PM.
AFTER FIELDWORK:
14. Retrieves all project documents or records, diaries and project materials from FIs,
15. Ensures the immediate and complete liquidation of project cash advances,
16. Summarizes relevant issues or problems or concerns from FI Diaries and reports actions
taken and recommendations to the PM
17. Endorses completed questionnaires to DP personnel and maintains a list indicating
numbers of questionnaires already endorsed to DP,
18. Assists the PM and implements all other functions assigned by the PM, and;
OUTPUTS:
• Completed kits of all sample spots (to be submitted to DP)
• Completed Project Documentation Matrix (to be submitted to PM)
2.2.3. The Field Interviewer (FI)
BEFORE FIELDWORK:
1. Attends the cascaded training for LRIs, and;

2. Before going on field, checks dispatched materials
A complete kit for each sample spot is:

• 1 Spot Map with starting point (SP) and random start (RS)
• 1 Call Sheet
• 5 Questionnaires (each with numbers consistent with those indicated in the
spot map and each with 1 encircled Kish Grid Household Number ranging from 1-10
and encircled service are code)
• 1 FI’s diary
DURING FIELDWORK:
3. Ensures 20% backchecking of completed interviews per FI,

4. Updates the PM of unusual incidents in field that may hamper fieldwork procedures,
5. Checks codes and sees to it that codes are valid and logically consistent then signs on
the blank provided for the FIs,
6. Ensures 100% editing of completed interviews,
7. Complies with the specified transmittal schedule agreed upon with the PM,
8. Notifies PM of problems reported by FIs and/or encountered during area coverage, and;
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AFTER FIELDWORK:
10. Implements 100% editing/logic checks on interviews s/he completes then signs on the
blank provided for the FI,
11. Complies with the specified transmittal schedule,
12. Prepares a complete account/diary of relevant field coverage experiences, and;
13. Accomplishes and returns all documents/reports/project paraphernalia to FS at the end
of fieldwork.
OUTPUTS (to be submitted to the FS):

• Completed kits of all sample spots (see Annex A)
2.2.4. The Data Processor (DP)
The data processor acts as the encoder and/or coder. The DP also conducts other data
processing activities, as may be assigned, and performs the following duties and
responsibilities:
1. Attends the general field training for LRIs,

2. Receives completed questionnaires from FSs,
3. Encodes coded questionnaires,
4. Prepares the codebook and codes for qualitative responses (as may be assigned),
5. Processes qualitative responses by generating categories or themes under which similar
responses can be grouped (when in doubt, seeks guidance from the PM in formulating
categories or themes), and;
6. Submits data processing outputs to the PM for data analysis.
2.3. Translation of the Questionnaire

The questionnaire has to be translated to the local language commonly understood by the
community being surveyed. English translations printed below the spiel or question serve as
guides to triangulate and verify accuracy of translations with the Filipino and the local language
selected.
Steps: Translating the Questionnaire

1. Determine the most common language spoken (conversational) in the locality.
2. Write the translation in the selected local language before the Filipino translations.
3. Verify the translation by verbally translating back to English and Filipino. If there are
inconsistencies in the tone and meaning, consider rephrasing the translation.
4. Dry run the translation with another colleague to finalize.
5. Optional: The Filipino translations in the questionnaire may be deleted and be replaced
with the selected local language translation to save paper.
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2.4. LGU Service Delivery Baseline Data
The questionnaire contains the exhaustive list of service indicators. For the questionnaire to
be effective in measuring the citizen’s perception of LGU services, it has to be in context with
the actual services being offered by the LGU.
The LGU service delivery baseline data collection is part of the CSIS project cycle. It aims to
collect information about:
a) existence of programs/services,
b) local names of such programs/services,
c) responsible person/office and
d) other details of the different services provided by the local government.
The said data collection is to be undertaken by the concerned DILG Field Officer in the target
municipalities. Contextualizing the tools with the service delivery profile of the LGU will greatly
increase relevance and impact of services when presented to LGU functionaries.
Figure 3. LGU Service Delivery Baseline Data Collection and Utilization Process
The role of the LRI team is to undertake a limited customization of the translated questionnaire
and other tools based on the information suggested by the baseline data. This will help the
LRI substantiate the concepts with actual services being provided in the communities which
will help in the interview process.
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Steps: Preparing CSIS tools based on the LGU’s Service Delivery Baseline Data
1. Acquire a copy of the accomplished baseline data sheet from your partner DILG
Regional Office.
2. Examine the “Service Provided” or Column A. Note those services which the LGU
answered “No” or “N” in the said column.
3. In the questionnaire and in other tools (report outline for example), delete the services
identified as not being provided by the LGU per the Baseline Data Sheet.
* Note that in the score generator, services not provided by the LGU should be
left blank and indicate ‘Not provided as per Baseline Data’ in the ‘Remarks’
column.
4. Copy and append the specific programs, projects and services, and other pertinent
information cited in column D-F under each of the service indicator in your edited
Technical Notes.
5. Copy and append the specific programs, projects and services cited in column D under
each of the service indicator in the questionnaire, as examples.
Notes:
1. When any part of the baseline data needs clarification, you may coordinate with the
DILG Regional Office to help you contact the Field Office or any office/person in the
LGU authorized or capable to answer your concern.
2. Do not go to fieldwork without the edited questionnaire based on the baseline data.
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3. CONCEPTUAL FRAMEWORK
In this chapter, we will outline the concepts of citizen satisfaction as understood in the context
of local government service delivery performance assessment. It is important to take a look at
the concepts first in order to understand why certain information are being collected,
processed and analyzed at the latter parts of this Manual.
Figure 4. CSIS Conceptual Framework
The conceptual framework above defines the scope of concepts used in measuring citizen
satisfaction in so far as the CSIS is concerned. The group bound by the dotted line is
composed of the core concepts in measuring satisfaction in the service or program level. The
core concepts have logical relationships with each other (as discussed below). The dashed
line defines the boundary of citizen perception of service delivery, separating the inner
concepts from the socio-demographic profile and the services actually being provided by their
local governments.
Inside the citizen’s perception domain are the core concepts; reasons that substantiate the
core concepts; general attitudes of citizens toward the LGU; overall satisfaction; overall need
for action; and recommendations for improvement. These concepts compose the key results
of the CSIS survey because they are the main information gathered from the citizens to assess
how well public services by their LGUs are received or perceived in their point of view. Above
it are the: the socio-demographic profile and the housing profile that provide background about
the citizen.
On the left of Figure 4 are the service areas that will be assessed by the respondents based
on actual services being provided by the LGUs. The service areas and service indicators are
customized based on actual services, as discussed in 2.4. LGU Service Delivery Baseline
Data.
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3.1. Service Areas and Service Indicators
Service areas and indicators are heavily sourced from the Local Government Code of 1991
under Section 17. During the implementation of the CSIS in 2013-2016, a number of
consultations with local functionaries and national government agencies have contributed in
updating the different services deemed to be locally implemented. These different services
serve as the basis of assessment of the respondents.
The following are the major services expected from LGUs:
3.1.1. Health Services
1. Vaccination for infants/children

2. Pre-natal/post-natal/child birth services
3. Free General Consultations/Access to secondary and/or tertiary health care
4. Free Basic Medicine or Low-Cost Medicine Program
5. Prevention and Management of Communicable and Non-Communicable Diseases
6. Basic dental/oral hygiene
7. Family Planning/ Reproductive Health Distribution of reproductive health supplies,
information dissemination and other services
3.1.2. Support to Education
1. Provision of medical and/or nutritional services to school clinics

2. Sports programs and activities
3. Scholarships and other assistance programs for students
4. Alternative Learning System and/or other Special Education Programs
3.1.3. Social Welfare Services
1. Child and Youth Welfare Program

2. Women’s Welfare Program
3. Persons With Disabilities (PWD) Welfare Program
4. Older Persons / Senior Citizens Program
5. Family and Community Welfare Program
6. Programs for Internally Displaced Persons
3.1.4. Governance and Response
1. Delivery of Frontline services (retrieval of birth and marriage certificates, public records, land titles, etc.)
2. Local government’s response or action on complaints against an office, official or personnel of the LGU
3. Mobile LGU services; Provision of municipal services to the barangays
4. Conflict and dispute resolution in the barangays
5. Timely Response on Peace and Order and Public Safety-related incidents
6. Traffic Management
7. Disaster Risk Reduction and Management
8. Public Information Services
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3.1.5. Public Works and Infrastructure
1. Barangay roads
2. Municipal roads and bridges
3. Barangay hall
4. Multipurpose halls or civic centers
5. Public markets and satellite markets
6. Public parks and open spaces
7. Road Safety
8. Sports centers and facilities
9. Information and reading center
10. Municipal Government Buildings
11. Public Cemetery
12. Flood Control Management System
3.1.6. Environmental Management
1. Community-based Greening Projects

2. Air Pollution Control Program
3. Solid Waste Management
4. Waste Water Management
5. Clean-up Programs/Projects
3.1.7. Economic and Investment Promotion
1. Public Employment Services

2. Regulation and supervision of businesses
3. Promotion of Barangay Micro Business Enterprises
4. Livelihood Programs
5. Development and maintenance of tourist attractions and facilities
6. Product/Brand marketing and promotion of local goods and tourist attractions
7. Investment promotion activities such as trade fairs, fiestas, business events and similar events
8. Organization, accreditation and training of tourism-related concessions
9. Organization and development of farmers, fishermen and their cooperatives
10. Access to irrigation facilities or use of irrigation equipment
11. Prevention and control of plant and animal pests and diseases; fish kills and diseases
12. Distribution of planting/farming/fishing materials and/or equipment
13. Access to facilities that promote agricultural production such as fish hatcheries and breeding stations
14. Water and soil resource utilization and conservation projects
15. Post-Harvest Facilities such as crop dryers, slaughter houses or fish processing facilities
16. Accessible farm harvest buying/trading stations
17. Enforcement of fishery laws in municipal waters to promote sustainable use of aquatic resources
The above are the initial and exhaustive structure of the services and service areas. Final
indicators shall be a result of customization of the exhaustive list based on the service delivery
baseline data submitted by the LGU (See 2.4. LGU Service Delivery Baseline Data).
3.2. LGU Service Delivery Profile

The service delivery profile of the LGU is derived from the LGU service delivery baseline data.
It determines which of the indicators and service areas are currently or have been provided
by the LGU in the past 12 months (See 2.4. LGU Service Delivery Baseline Data).
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3.3. CSIS Core Concepts
CSIS is a client/citizen perception-based performance assessment that measures the
respondent’s satisfaction with public services. In order to contextualize satisfaction data, the
analysis involves a number of steps covering the concepts of awareness, availment,
satisfaction and need for action.
Below are the core concepts used in measuring satisfaction:
Figure 5. Service Indicator Relationships between Awareness, Availment,

Satisfaction and Need for Action
1. Awareness refers to the respondent’s presence of knowledge to the service being offered
by the local government unit. Before delving with satisfaction, there is a need in the first
place to know if they are aware that the service is being provided by their local government
unit.
1. Availment refers to the contact of the respondent to local government through programs,
projects and services being implemented or offered. This may suggest the demand or
utilization of public services by the citizens. For service indicator level assessments, only
those who said they were aware of the service will be asked with the availment questions.
2. Satisfaction refers to the citizen’s contentment with their experience in availing or contact
with the local government’s services. In some cases this can also reflect the citizen’s
fulfilment of expectations with the services they were able to experience. For service
indicator level assessments, only those who have availed of the particular service are
asked with the satisfaction question. On the service area level, satisfaction is gathered
regardless of their awareness and availment of any of the service indicators.
3. Need for Action refers to the citizen’s assessment on whether or not a particular service
requires specific and decisive actions for improvement or reform. This concept is paired
with satisfaction to provide readers an additional dimension that could help refine
prioritization of services for further development and reform.
2019 CSIS MANUAL 13

3.4. Reasons for Non-Availment and Satisfaction/Dissatisfaction
During the initial implementation of the CSIS in cities in 2013-2016, audiences from the LGUs
have wondered about the reasons why respondents did not avail or why they said they were
satisfied or not. In this framework, qualitative responses have already been included to provide
more context and nuance on those responses. The reasons are collected to substantiate
citizens’ responses on:
a) non-availment of a service,
b) satisfaction, and;
c) dissatisfaction with their experience with the service.
The CSIS is interested to look at the following qualitative data:
Table 1. Reference on Questions on Qualitative Data (Reasons) in the Questionnaire

Description Question ID Page No.
Reasons of Non-Availment on:
Health Services D9.1 5
Support to Education E7.1 8
Social Welfare Program/Services F2.1 10
Governance and Response G2.1 12
Public Works and Infrastructure H2.1 15
Environmental Management I2.1 17
Economic and Investment Promotion J2.1 20
Reasons of Satisfaction on:
Reasons of Dissatisfaction on:
2019 CSIS MANUAL 14

Figure 6. Flowchart of Core Concepts and “Reasons” Questions
3.5. Socio-Demographic and Housing Profile

Socio-demographic and housing profile are information on the citizen’s background. They are
not considered as primary results since the primary objective of the CSIS is not to collect
housing data and socio-economic status of the people. However, they provide information in
possibly contextualizing citizen’s perception for the readers of the Citizen Satisfaction Report.
Socio-Demographic Profile Housing Profile

(page 2) (page 3)
A1. Relationship to HH Head B1. Whether or not the HH is beneficiary of Pantawid Pamilyang
A2. Sex Pilipino Program
A3. Age B2. Housing Occupancy
A4. Civil Status Basic Utilities
A5. Highest Educational Attainment B3. Toilet
A6. Whether or not still goes to school B4. Drinking Water
A7. Employment Status B5. Source of Electricity
A8. Place of Work B6. Source of Information about Local Government Activities
A9. Occupation Category B7. Monthly Income
Figure 7. Socio-Demographic and Housing Profile Indicators
While some studies on citizen satisfaction may suggest that there are associations between
citizen satisfaction and socio-economic status (SES), the CSIS Conceptual Framework does
not focus on finding out these relationships. Further studies with theoretical focus on the
subject matter or that research problem are best to answer such inquiry.
2019 CSIS MANUAL 15

3.6. Perception of Corruption
Since 2017, additional questions have been included in the CSIS questionnaire. Adhering to
the thrust of the present administration, questions on citizens’ experiences on corruption will
be asked. These are found on page 23, Section K, of the questionnaire.
3.7. Attitudes Toward the LGU

Attitudes are hypothesized by studies as behavioral consequences of satisfaction. The EVLN
(Exit-Voice-Loyalty-Neglect) framework in market research, for example, suggests that
peoples’ perception of their satisfaction can be related to their predispositions on a product or
a brand or a company.
Behavioral Consequences concept is based on the exit-voice-loyalty-neglect framework.

While it was used popularly in organizational psychology to describe behavior of employees
responding to job dissatisfaction, it was adopted in citizen surveys to describe how citizens
respond to their satisfaction of local public services. To measure this, general satisfaction is
culled out from the framework of response to dissatisfaction on EVLN model (Lyons & Lowery,
1989). Voice represents behaviors and predispositions to contact officials, to labor campaign,
participation in neighborhood groups and participation in demonstration. Loyalty represents
speaking well of the local government unit and supporting the community through public
functions. Exit represents behaviors and predispositions on contemplating or leaving the
jurisdiction, choosing privatized alternatives instead of government services.
Neglect represents passive and non-participative behaviors such as non-voting, feeling that
participating in debates in the LGU does not bring in impact and distrust of local authorities.
In summary, voice and loyalty are positive behaviors while exit and neglect are negative and
passive behaviors relative to citizen satisfaction.
Table 2. EVLN Concepts and Key Statements

CONCEPT STATEMENT
Exit Willingness to transfer into a new location
I am prepared to coordinate with local officials

I am prepared to organize fellow citizens to air our opinions about a specific
Voice issue
Something good will come out of presenting local problems and issues to
authorities
I am prepared to suggest to other people that they start a business in our
city/municipality
Loyalty
I will recommend to friends from other localities to transfer their residence to
our city/municipality
Neglect I believe that any problem will be solved by the authorities in our locality
In addition, the mission and vision statements also are used to gauge whether or not the LGUs
are able to perform and achieve them, respectively.
Section L (on page 24) of the questionnaire contains the questions that ask about the citizens’
attitude about their LGU.
2019 CSIS MANUAL 16

3.8. Overall Satisfaction
Overall satisfaction is similar to the core concept of satisfaction. However, it delves on a bigger
scale or scope of contentment and/or fulfilment of expectations of the citizens. Studies on
citizen satisfaction used indicators that ask the respondents directly (Van Ryzin G. , 2004c;
Van Ryzin, Muzzio, Immerwahr, Gulick, & Martinez, 2004).
The level of overall satisfaction is not derived from mathematical operations based on the
responses of the citizens from the particular services or programs. Rather, regardless of their
ratings in the particular availed services, they are asked again whether or not they were
satisfied with the services under a particular service area or the entirety of the service delivery
performance of their local government.
Overall satisfaction in the CSIS manifests in the following levels:

a) service area, and;
b) overall local government service delivery.
Below outlines the parts of the questionnaire that asks about overall satisfaction:
Table 3. Reference on Overall Service Area and Overall Satisfaction Questions in the Questionnaire
Description Question ID Page Number
Overall Service Area Satisfaction
Health D12 5
Support to Education E10 8
Social Welfare Services F5 10
Governance and Response G5 12
Public Works and Infrastructure H5 15
Environmental Management I5 17
Economic and Investment Promotion J5 20
Overall Satisfaction M1 25
2019 CSIS MANUAL 17

3.9. Overall Need for Action
Overall Need for Action is also patterned with that in the core concept. The only difference is
the scale of the assessment. It can either be:
a) need for action for the service area, and;
b) need for action for the entire local services of the LGU.
Questions asking about the overall need for action are the following:
Table 4. Reference on Overall Service Area and Overall Need for Action Questions in the Questionnaire
Overall Service Area Need for Action
Health D13 5
Support to Education E11 8
Social Welfare Services F6 10
Governance and Response G6 12
Public Works and Infrastructure H6 15
Environmental Management I6 17
Economic and Investment Promotion J6 20
Overall Need for Action M2 25
3.10. Recommendations for Improvement

Recommendations for Improvement are directions as suggested by the citizens to be taken
actions deemed to improve service delivery and guide quality of service reform. It is assumed
that the recommendations are related to the reasons for non-availment or dissatisfaction with
a particular service. In some cases, however, this could be an information source also on how
to scale up or better improve services which were already deemed to be satisfactory.
This part of the framework is very valuable for the local government authorities and other
audiences because those services categorized as low satisfaction but high need for action
can be supplemented with directions that citizens actually would want their local governments
to pursue.
Table 5. Reference on Questions on Recommendations in the Questionnaire

Recommendations on Health Services D14 5
Recommendations on Support to Education E12 8
Recommendations on Social Welfare Services F7 10
Recommendations on Governance and Response G7 12
Recommendations on Public Works and Infrastructure H7 15
Recommendations on Environmental Management I7 17
Recommendations on Economic and Investment Promotion J7 20
2019 CSIS MANUAL 18

4.MULTI-STAGE PROBABILITY SAMPLING
The CSIS utilizes multi-stage probability sampling in selecting the 150 respondents who will
be interviewed. This sample size has a margin of error of ±8% at 95% confidence level.
Implementing multi-stage random probability sampling warrants that a cross-section of

citizens in an LGU is included in the sample. In other words, this method allows each citizen,
18 years old and above, male or female, who have lived at least 6 months in the LGU, to have
an equal chance (with everyone) to be selected as respondent for the survey. This means that
different political inclinations, level of geographic or social proximity to government presence,
occupations and income strata will have proportionate opportunities of being represented in
the survey.
How will this be operationalized in the CSIS? The entire process is composed of the following
steps and the corresponding procedures and preparations:
GENERAL STEPS/PROCEDURES OUTPUT

1. Get information on population (municipal
List of barangays and their population
and barangay) from Philippine Statistics
needed in sampling
Authority (PSA).
2. Use sampling with probability proportional • List of sample barangays and sample
to the size (pps) to generate sample spot allocation;
barangays, then allocate spots in proportion • various controls needed during
to barangay population. dispatching (SP-RS control, spot maps)
3. Use information specified in the spot maps

Sample households
to randomly select sample households.
4. Use information specified in the
questionnaire (Kish Grid) to randomly select
Sample respondents
a sample respondent from qualified
household members.
5. Use information specified in the

questionnaire (randomized service area) to Completed interviews
minimize order bias during interview.
4.1. Probability Sampling Proportional to Size

Since the CSIS is interested in the general population, the sample will be likely drawn from
barangays where most people reside. In other words, barangays with larger shares of the
population will have more spots and respondents allocated to them.
The latest 2015 census data on population and housing shall be the basis for allocating the
spots among the barangays according to population share.
2019 CSIS MANUAL 19

4.1.1. Generating Sample Spots
For LGUs with more than 30 barangays
Step A: Retrieve the 2015 Census Population and Housing data from the Philippine
Statistical Authority website: https://psa.gov.ph/content/highlights-philippine-
population-2015-census-population (see Column [A] of Annex B). Ensure that
the total population of all barangays is equal to the population of the municipality.
Step B: Use sampling with probability proportional to size (pps) to generate the needed
sample barangays.
1. Derive the share of each barangay (rounded off to 1 significant digit) to the
population of the municipality. Ensure that the total of all barangay shares is
100% (see column [B] of Annex B).
2. Derive the cumulative % of each barangay by adding the share of each

barangay to the entry above it. Ensure that the last entry of the last barangay is
100% (see column [C] of Annex B).
3. Set the cumulative % intervals (lower and upper limit) of each barangay by:
• For lower limit: adding .1% to the upper limit of the preceding barangay
(see column [D] of Annex B)
• For upper limit: copying all the cumulative % of each barangay
(see column [E] of Annex B)
NOTE: By doing this, larger barangays are allocated more numbers than
smaller ones.
4. Generate a random start ranging from 1 to 100 (see Step 4 of Annex B).
5. Compute for the interval by dividing 100 (total shares) by 30 (number of spots
to be generated) (see Step 5 of Annex B).
6. Generate 30 sample numbers by successively adding the interval starting from

the random start (see column [F] of Annex B).
7. Since the intervals set range from .1% to 100.0%, convert numbers exceeding
100% by subtracting 100.0 from them (see Step 5 of Annex B).
8. Based on [F] and [G], select the needed sample barangays by looking for the
interval to which each generated sample number belongs to (see Step 5 of
Annex B).
Step C: List down all the sample barangays together with their corresponding population
then proceed to the procedure for LGUs with less than 30 barangays.
2019 CSIS MANUAL 20

For LGUs with 30 or less barangays
Step A: Compute for the total of all the barangay population in the list. If the LGU has
less than 30 barangays, ensure that the sum of the population of all barangays
is equal to the population of the municipality.
Step B: Prorate the 30 spots to all barangays in the list
1. Divide each barangay population by the municipal population then multiply by 30.
2. Round-off all derived values to whole numbers.
3. Ensure that the total number of spots is 30.
Step C: List down all the 30 spots and proceed to preparation of SP-RS Control.
4.2. Sampling BEFORE Field Coverage
1. Preparing Controls for Sample Spots and Questionnaires
After allocation of respondents to the barangays of the LGU to be surveyed is derived, set
up the following controls:
a. Allocation of Sample Spots to Barangays (see Annex D):

Based on the number of sample spots allocated to each barangay, assign numbers
(from 1 to 30) to the sample spots. In numbering the spots, successively assign 1
number to each allocated sample spot for each barangay of the LGU.
For example, in Annex D:

• since 2 spots are allocated to Barangay A, sample spots 1-2 are assigned to Barangay A
• since 1 spot is allocated to Barangay B, sample spot 3 is assigned to Barangay B
• repeat this process of assigning numbers to sample spots for each Barangay until all the
30 spots have been assigned to all the barangays in the LGU
(e.g.: for Barangay C: 4-6; for Barangay D: 7)
b. SP-RS and FI Control (see Annex E):
1. List down all 30 sample spots (1 spot per row).

2. Assign a starting point (SP) successively from the first sample spot to the last;
i.e.: for the 1st sample spot – barangay captain’s house,
for the 2nd – house of worship …. 5th – school;
6th – back to barangay captain’s house and so on
until the 30th sample spot.
3. Assign random starts (RS) for each of the 30 sample spots by generating 30
random numbers ranging from 1-5.
2019 CSIS MANUAL 21

2. Collating an Interviewer’s Kit
Provide each Interviewer’s Kit with the following:
• 1 Spot Map (where the LGU, name of sample spot, SP-RS are specified)
• 1 Call Sheet
• 5 questionnaires (with 1 Questionnaire Number and 1 Kish Grid Household
Number per questionnaire)
• 1 Interviewer’s Diary
3. Assigning sample spots per Interviewer
Since each interviewer is assigned to cover 10 respondents, give 2 kits per FI. During
dispatching, write the name of the FI assigned to each sample spot in the SP-RS and FI
Control (see Annex E).
4.3. Sampling DURING Field Coverage

Fieldwork, wherein all data and information are gathered, is one of the core processes of the
CSIS. It deals with all the activities that will be done by the field interviewers and it involves
two (2) major procedures:
4.3.1. Dispatching
Continuing from the sampling procedures undertaken, this is a preparatory activity prior to the
actual conduct of interviewing. All the inputs/materials are prepared for the Field Interviewers
by the Project Manager and/or Field Supervisors.
After preparing all the spot map controls (sample spots, SP-RS), another primary responsibility
of the PM / FS is to accomplish the following:
4.3.1.1. Spot Map Assignment
Based on each of the 30 lines of the SP-RS control, prepare a page where the following are
specified:
• Name of sample spot (barangay/purok)
• Starting Point (SP)
• Random Start
• Interval (interval is always 1 for this project)
• Name of Municipality
• Name of Province
• Questionnaire numbers assigned to the spot
The 30 spot maps will be used during dispatching. It is recommended that the LRI
Team obtain detailed spot maps (see Annex F), to easily locate the Starting Point,
which will be any identifiable corner based on the street names.
2019 CSIS MANUAL 22

If detailed spot maps are not available (see Annex G), the designated Starting Point
will follow this order:
1st Punong barangay’s house

2nd Any house of worship (church or chapel or mosque)
3rd Municipal or town or barangay hall
4th Hospital or clinic or health center
5th School
Comparison of two (2) sample spot maps with and without details (after field coverage)
In rare cases wherein none of the above-mentioned choices are present, any permanent
landmark in the area will be used and will be indicated in the map.
4.3.1.2. Randomized Controls in the Questionnaire
Based on Annex I, randomized controls per questionnaire (HH, service area) shall be
encircled.
Annex I indicates all the questionnaire numbers and the corresponding household (HH)
number (in the Kish Grid) and service area codes (at the bottom of page 1) to be encircled in
the CSIS questionnaire.
The encircled service area code will be used as guide for the Field Interviewers to know which
among the service areas the interview should start on.
Note that the following codes correspond to the order of the service areas in the questionnaire.
For example, Health Service is on Part D. of the questionnaire. The order of the service area
shall proceed in the order shown below:
2019 CSIS MANUAL 23

D Health Services
E Support to Education
F Social Welfare Services
G Governance and Response
H Public Works and Infrastructure
I Environmental Management
J Economic and Investment Program
It is also important to remember to go back to the other service area should the start falls on the
last service area (i.e: J. Economic and Investment Program).
For example:
On Questionnaire Number 87, its corresponding service
area code is F. Therefore, it must be encircled on the
questionnaire. The Field Interviewer shall start with Social
Welfare Services, then with Governance and Response, and
so on. After completing Part J. Economic and Investment
Program, FI shall go back D and E before proceeding to the
next parts of the questionnaire.
The Kish Grid (on page 1 of the questionnaire) is a pre-assigned table of random numbers to
select the member within a household to be interviewed.
Using the same randomized control for the HH and service area (Annex I), encircle the
corresponding household number (in horizontal position) in the Kish Grid of each printed
questionnaire (numbered from 1 to 150). To illustrate:
For easier reference, the last digit in the questionnaire number is the number to be encircled.
For numbers ending with zero (0), encircle number 10.
2019 CSIS MANUAL 24

4.3.1.3. Interviewer’s Kit
Again, once all of the above-mentioned controls are prepared, the Interviewer’s Kit must be
collated. The PM / FS must prepare each Interviewer’s Kit with the following:
a) One (1) Spot Map (where the Municipality, name of sample spot, SP-RS are
specified)
b) One (1) Call Sheet*
c) Five (5) Questionnaires (with questionnaire number and encircled Kish Grid HH number, per questionnaire)
d) One (1) Interviewer’s Diary**
* Call Sheet – contains the details of field coverage for each of the probability
respondents corresponding to the questionnaire numbers (Annex J)
** Interviewer’s Diary – where the FIs will narrate their experiences during the
fieldwork (Annex K)
After preparing the Interviewer’s Kits, give two (2) kits per Field Interviewer, since each of
them is assigned to cover ten (10) respondents. The name of the FI assigned to each sample
spot must be written in the SP-RS and FI Control (see Annex E).
4.3.2. Interviewing
Upon preparation of all controls and requirements, the Field Interviewers, under the Field
Supervisors’ guidance, will be ready to do the interviews.
The following steps are to be undertaken for the pre-interview or area coverage phase:
Step A: Upon reaching the designated sample spot, locate the Starting Point (SP) and
the Random Start (RS) specified in the provided spot maps. All information on
the top grid of the call sheet must be recorded.
* A sample of an accomplished call sheet may be found on Annex J.
Step B: Follow the arrow indicated in the map and observe the right coverage rule. To
be specific, orient or “stick” the right shoulder to the sidewalk and then walk
forward.
Step C: Determine the first sample household by counting as many (households) as

indicated by the random start (RS) from the starting point (SP) (see Annex H).
2019 CSIS MANUAL 25

* Same figure is found on Annex H.
Once the sample household is determined, identify the sample probability respondent.
Remember that in using the Kish Grid (see page 4 of the questionnaire), qualified respondents
should be household members who are 18 years old or older, and that even-numbered
questionnaires are for female respondents, while odd-numbered questionnaires are for male
respondents.
Steps in determining the probability respondent:
Step A: Interview a responsible adult member of the household who could give accurate data
on other household members (include family members, household help, boarders,
transient, etc., who have been staying with the household for 6 months or more)
needed in the probability respondent (PR) table.
Step B: Write on the following blanks after the Kish Grid the following: a) the name of the
probable respondents, b) number of years as resident of the locality (if less than 6
months, exclude PR from Kish Grid and re-draw), c) gender, actual age, and working
status. All these information will be used during substitution if the original respondent
is not interviewed after two (2) valid callbacks.
2019 CSIS MANUAL 26

Jun Crisostomo 28 2
John Rene 21 3
Juan Diego 54 1
** Say for example the above illustration is for Questionnaire 17, it is in #3 that the horizontal line (QM number) and vertical
line (HH number) intersected. Therefore it is John Rene, the 3rd on the list (under the No. column), who will be the probable
probability respondent in the specific household.
Note:
Establish five (5) original respondents. Depending on the SP and RS, there should be one
(1) house between each sample household (i.e.: interval of 1). However, there are instances
of replacements or substitution on the original respondents.
2019 CSIS MANUAL 27

4.3.3. Replacement
Replacements are done when:

1) there is no qualified respondent (NQR) in a household, OR;
2) if the target household gives an outright refusal (OR).
There is no qualified respondent if:

a) there is no male or female in the household based on the questionnaire assigned for
that household, OR;
b) the male or female members of the family are under-aged.
If there is NQR, look for a replacement, regardless of respondent profile, only after the
established original households.
On the other hand, if the target household gives an OR, this should be replaced, but the only
criterion to be considered will be the gender depending on the number of the questionnaire.
4.3.4. Callbacks
When the target respondent is not available during the first visit, the interviewer makes an
appointment for a second call. If after two (2) calls after the first visit the respondent is still not
available, substitution shall take place.
4.3.5. Substitution
If after two (2) callbacks the target respondent is still not available for interview, the Field
Interviewer will look for a substitute, with the same sex, age group, and working status as
that of the original respondent. Substitution shall only take place after respondents needing
replacements have been established.
Note that age groupings (see page 2 or 4 of the questionnaire), are:
▪ 18-24 years old ▪ 45-54 years old

▪ 35-39 years old ▪ 75 years old and above
▪ 40-44 years old
As such, a 20-year old can be a substitute for an 18-year old since they are of the same age
group.
2019 CSIS MANUAL 28

Notes: Complete documentation of the area coverage must also be ensured. Below are
examples on some important notes on the call sheet (the sample call sheet may be referred
to Annex J):
• 1-C : the first interview (Questionnaire #1) was done on the 3rd house from the
Barangay Captain’s House (BCH) and the interview was completed (C) at 8:30AM
(see Annex J)
• Since for this project, the interval between sample houses is 1, thus the 2nd interview
is 1 house away from the house where the 1st interview was done (see Annex J). Also,
1 house is between each of the houses where an interview is done, from 1-C to R2-C
(see Annex J).
• 2-NQR means that the 2nd interview (Questionnaire #2) has “no qualified respondent”
(NQR). This information should be written in both the spot map and call sheet. Since
this is an NQR, Questionnaire #2 is to be replaced, and thus replaced by R2-C in
Burgos St. (see Annex J and G) and in line 6 of the call sheet.
• 3-C means that the 3rd interview (Questionnaire #3) is completed (C) at 9:10AM (see
Annex J and G).
• 4-For Sub means that Questionnaire #4 is to be substituted because the interviewer

was told to callback at 11:30AM (see line 4 of call sheet, Annex J) and when the
interviewer made 2 more call backs (see lines 7 and 8 of the call sheet, Annex J),
Name D was still not interviewed.
• 5-C means that Questionnaire #5 was completed (Annex G) at 10:15AM (Annex J).
• After the 5 original respondents are determined, the FI will now look for replacements;
e.g: Questionnaire #2 (see line 2) needs a replacement and is replaced with an
interview of respondent living 1 house away from the house where the respondent for
Questionnaire #5 lives (see R2-C of spot map); interview of the replacement for
Questionnaire #2 was completed at 11:15AM (see line 6 of the call sheet); R2-C means
that this is a replacement (R) for Questionnaire #2 and the interview was completed
(C).
• S4-C means that the substitute (S) for Questionnaire #4 is in Bonifacio St. (see sample
spot map) and was completed at 2:00PM (see the last line of Annex J).
2019 CSIS MANUAL 29

5. INTERVIEWING PROCEDURES
Interviewing is the most critical part in the CSIS because it is when the interviewer collects key
information from the survey participants. It is important to note that certain standards are
necessary to be met in order to ensure the quality of information that will compose the output
of the project. Unorganized or unprepared interviews will likely result into incomplete or invalid
data. Such scenario is costly and cumbersome to rectify once interviewers have already
returned from field deployment. To avoid such scenarios, it is highly recommended to follow
the instructions and best practices outlined below:
5.1. Before Leaving for Area Coverage

1. Check that each of your two (2) FI kits is complete.
2. Fully charge and load your cell phone. Bring cell phone charger.
3. Bring necessities that you think will be necessary while on field (e.g.: medicines,
umbrella, flashlight, bottled water, etc.).
5.2. Upon Arrival at an Area before Interviewing

1. Immediately get information regarding available transportation (first and last trip in the
area, frequency, and type of transportation and cost) which would take you to the
designated meeting place with FS after the survey so that time for travel could be
planned.
2. Plan your itinerary so you would not need to travel at night in unsafe areas. In some
cases, it would be better to stay in the area overnight.
3. When covering far flung rural places, bring something to eat and overnight wear in
case you get stranded.
4. Ensure that you start at the correct starting point/random start corner before beginning
area coverage.
5. As much as possible, interview within the premises of the house and not outside where
you are exposed to unwanted audience and unsolicited remarks.
2019 CSIS MANUAL 30

5.3. Introducing Yourself to the Respondent
When introducing yourself to your respondent, be sure to mention the following:
• Your name and that of your school (you can show your CSIS ID)
• Objective of your interview
o “Nagsasagawa po kami ng pag-aaral tungkol sa pang-araw araw na pamumuhay ng mga
tao at ng kanilang mga opinion sa mga usapin na nakaka-apekto sa mga mamamayan.”
o “Pwede po bang malaman kung kuntento o nasisiyahan ba kayo o hindi sa mga
pangunahing serbisyo ng ating pamahalaang lokal tulad ng kalusugan, edukasyon at iba
pa?”
• Assurance that study is confidential

o “Lahat po ng inyong ibabahagi sa akin ay lubos na konpidensyal. Ibig sabihin po ay wala
po kayong sagot na maiiugnay sa inyong pangalan at hindi po ilalahad kailanman ang
inyong katauhan.”
• Benefits from the study

o “Malaking tulong po itong gagawin nyong pagsagot sa pag-aaral na ito para mapabuti ang
mga pangunahing serbisyo para sa inyo.”
5.4. Socio-Demographic Page

1. Upon receiving the questionnaire, write down answers to the following:
✓ Province
✓ Municipality
✓ Barangay
✓ Purok
✓ Spot #
2. Once the sample household is determined, be sure to indicate the following:

✓ Date of interview
✓ Start time
✓ Sex of PR
3. Ask the rest of the information on the Socio-demographic Page after the interview
proper as some of these are “sensitive” questions (e.g.: toilet facilities).
2019 CSIS MANUAL 31

5.5. Probability Respondent Table / Kish Grid
5.5.1. Six-Month Residency Requirement for PRs
Before starting to establish the Probability Respondent (PR), ensure that the household has
been residing in the locality for at least 6 months.
1. For each household included in the sample, interview a responsible adult member
of the household who could give accurate data on other household members (include
family members, household help, boarders, transients, etc.) needed in the probability
respondent table.
2. Include household help, drivers, boarders and transients with the following
qualifications:
• Helpers or drivers who have been staying with the family for six (6) months or more
• Boarders or transients who have been staying with the household members for six (6)
months or more
5.5.2. Eighteen (18) and Above Age Requirement
Before establishing the probability respondent, ensure that all household members listed in
the Grid are 18 years or over and that none of the following information is left blank:
• Name of household members (with gender required by the questionnaire number)

• Age
In accomplishing the Kish Grid or establishing the PR, refer to Part 4.3 Sampling during
Field Procedure.
After establishing the PR, write down the following on blanks after the Kish Grid:
✓ the name of the PR
✓ number of years as resident of the locality (if less than 6 months, exclude PR from the
Kish Grid and redraw)
✓ sex
✓ actual age
✓ working status
These sets of information will be used during substitution if the original respondent is not
interviewed after two (2) valid callbacks.
2019 CSIS MANUAL 32

5.6. Interview Proper
1. Look for the probability respondent (refer to Kish Grid) then proceed with the interview.
2. If the sample respondent for the interview proper is not the same as the one who was
interviewed while establishing the probability respondent, verify the age of the
probability respondent.
3. The sections of the CSIS questionnaire are as follows:

Kish Grid / Probability Respondent Selection
A. Socio-demographic Profile
B. Housing Profile
D. Health Services
E. Support to Education
F. Social Welfare Services
G. Governance and Response
H. Public Works and Infrastructure
I. Environmental Management
J. Economic and Investment Promotion
K. Perception of Corruption
L. Citizen’s Attitude Towards Local Government Units
M. Citizen’s Overall Rating on Satisfaction
4. It is important to know that aside from the questions to be asked to the respondents,
the questionnaire has instructions for the FIs such as skipping questions and other
important notes. The following are the symbols in the questionnaires which must be
remembered:
signifies that the following sentence is a question and/or statement that needs
to be read aloud and/or asked to the respondent,
signifies the English translation of the above questions and/or statements, and;
signifies instruction/s to the FI, which should NOT be read aloud to the
respondent.
5. Take extra care of your field paraphernalia. Bring out from the kit only the required
numbered questionnaire and the needed interviewing aids. All documents regarding
the project are strictly confidential.
a) WRITE LEGIBLY.
b) Write down on the sides of the pages of your questionnaire all side comments
and other pertinent observations as you proceed with the interview. After the
interview, transfer these to your FI Diary.
c) Do not express or offer your personal opinion about the current state of affairs.
Stick to the questionnaire. Should respondent ask you questions as to who
commissioned the survey, go back to your introduction spiel.
2019 CSIS MANUAL 33

6. Moreover, the table below details out the questions with specific descriptions and
instructions, for the FIs’ reference:
Table 6. Summary of CSIS Questions By Category

STEP-BY-STEP
DESCRIPTION QUESTIONS
INSTRUCTIONS
With skipping A7, D1, D3, D4, E1, E4, G8, G11,
Obey skipping questions.
instructions G13, G18, I8, K1, K3, L2
1. Ask the initial questions (e.g.,

D8) and encircle codes/write
D8 to D11, E2 to E5, E6 to E9, answers vertically.
With answer grids F1 to F4, G1 to G4, H1to H4, 2. For each answer given in D8,
I1 to I4, J1 to J4 ask the follow-up questions one
after the other (e.g. D9→D11)
and record answers horizontally.
Encircle or write (if space is

provided) corresponding code of
answers given.
With legends OR
B2 to B6, D2, D5, E4, E5, G9,
With listed possible
G12, G14, I8, I9, I11, K4 If an answer given is not included in
answers
the legend, code it as “others” then
write the actual answer at the end
of the legend.
A6, B1, D1, D3, D4, D7, D12, D13,

E1, E10, E11, F5, F6, G5, G6, G8, Encircle 1 for YES and
Yes or No Questions
G10, G11, G13, G15, H5, H6, I5, I6, 2 for NO.
I10, J5, J6, K1, K3, K5, M1, M2
“Pangunahin” o D6, D14, E12, F7, G7, H7, I7, Encircle the corresponding code or
“pinaka___” questions J7, K3, K4 write only one response.
A1-A9, B2-B6, E5, D2, D5, G12, Only one answer should be
Single Responses
G14, I9, I11, K4 considered.
Encircle all codes corresponding all

Multiple Responses G9, I8
the responses of the respondents.
Choices should not be read by the

A1 to A9, B1 to B7, D2, D5, E5,
Unaided Questions FI. However, if respondent cannot
G9, G11, G13, I10, I11
answer, probe the respondents.
Enumerate the choices of answer
and encircle the codes
Aided Questions I8, I9
corresponding the answer/s of the
respondents.
2019 CSIS MANUAL 34

5.6.1. After Interviewing
1) Record in detail and accurately – the result/s of calls on the questionnaire versus the
result/s of calls on the call sheet and on the spot map.
2) Ensure that the addressing of completed questionnaires is done in such a way that it
will be easy and possible for back checkers to go back to them at any given time.
3) Edit 100% your completed questionnaires before leaving the area so that those needed
to be re-asked can be accomplished.
5.6.2. After Area Coverage
1) Report at the designated time and place for update and transmittal of completed
sheets.
2) Report to your FS any unusual situation/difficulties or untoward incident that may

hinder your compliance to prescribed procedures, to seek advice and plan alternative
actions.
3) Immediately accomplish and submit cash advance liquidations at the end of fieldwork.
4) Return all project materials dispatched to you at the end of fieldwork.

✓ all completed questionnaires
✓ all unused questionnaires/briefing materials/fieldwork manual
✓ spot map with accomplished call sheet and all code sheets
✓ fieldwork diary (detailing specific activities and observations)
5.7. Data Editing

OBJECTIVE To ensure that:
of the procedure
✓ the interviewer asked all the questions, and;
✓ answers posted in an accomplished questionnaire are logical
and consistent.
Assigned personnel ✓ FI after each interview;

✓ FS before submitting questionnaires to DP
Input(s) ✓ Completed Questionnaires
Output(s) ✓ Edited questionnaires
Data editing ensures the completeness and logical consistency of the data recorded in the
questionnaire. This should strictly be practiced in order to avoid cases wherein the Field
Interviewers will have to return to the respondent when there are missing data identified during
data coding and encoding.
2019 CSIS MANUAL 35

MAKE SURE THAT THE FOLLOWING STANDARDS ARE MET. If there are
inconsistencies and/or violations to the checks below, the FIs / FSs will re-ask the
question from the respondent.
5.7.1. Control Pages

The following information should all have answers:
✓ Date of interview
✓ Start of interview
✓ End of interview
✓ Length of interview
✓ Province
✓ Municipality
✓ Barangay
✓ Purok
✓ Spot
✓ Name, address, contact information of respondent
✓ Relation of household head (HH)
✓ Sex, age, civil status
✓ Highest educational attainment, schooling / employment status
✓ Place of work, occupation category, monthly income
✓ Number of years as resident in the LGU
✓ Internal Controls: names and signatures of those who accomplished / back-checked
/ edited the questionnaire
✓ Summary of Visits: details regarding calls made to accomplish the interview
5.7.2. Probability Respondent Table/Kish Grid

In the Kish Grid if the questionnaire number is:
• ODD – the names under the first column should be those of males
• EVEN – the names under the first column should be those of females
Review the selection of the probability respondent by checking the following:

• Under the “NO.” column, the numbering should be based on the oldest (assigned
as 1) to the youngest in the list.
• Under the “QM NO.” column, the number corresponding to the last qualified HH
member should be encircled and a horizontal line should be drawn from it.
• A vertical line should be drawn starting from the encircled “HOUSEHOLD
NUMBER” at the top of the grid.
• The number at the intersection of the horizontal and vertical lines should be
encircled.
• The probability respondent should be the one with the same number under the
“NO.” column as the encircled number (intersection of the horizontal and vertical lines).
• After the Kish Grid, the name of the probability respondent (PR) should not be
blank.
5.7.3. Back checking
Documenting area coverage will be done by accomplishing the call sheet and the spot map.
These documents will be used by the FS for backchecking 20% of each FI’s output. This is
part of the Quality Control Procedures.
2019 CSIS MANUAL 36

6. DATA PROCESSING
At this stage, the Data Processor needs to convert the respondents’ answers into an electronic
data to prepare them for analysis. All accomplished questionnaires must be reviewed for
validity and consistency first by the field interviewer and then by the assigned field supervisor
prior to data encoding.
Since the 2018 implementation, the use of the CSIS Portal is being introduced in the
implementation to aid in the data entry, processing, and generation of data output. However,
it will cover only the quantitative data processing. Qualitative data will still have to be
undertaken by the LRI separately for now.
6.1. Coding
Coding is the process of assigning a unique number to a specific answer in the questionnaire.
It is done because it is easier and faster to encode 1-3 digit numeric data rather than answers
of respondents in words or sentences.
The CSIS questionnaire was drafted in such a way that it is “codebook-ready.” The data
processor can already use the numbers assigned in each answer or option as codes.
Example A:
Codes 1 to 10 represent the common illnesses while 99 is the code used for other
responses not found in the list.
D2. Ano po ang naging pinakamalubhang karamdaman ninyo sa nakalipas na

12 buwan? (What was the most serious sickness that you had in the
past 12 months?). (ENCIRCLE CODE. SINGLE RESPONSE ONLY)
Influenza (and associated symptoms—coughs, colds) 1

Pneumonia (and other acute respiratory illnesses—bronchitis) 2
Tuberculosis 3
Heart ailment (and other associated diseases of the vascular system-- hypertension) 4
Diabetes 5
Dengue 6
Cancer (all forms) 7
Pregnancy-related 8
Measles/chicken pox 9
Diarrhea 10
Others (Specify) 99
2019 CSIS MANUAL 37

6.1.1. Adding New Codes
If an answer mentioned by a respondent is not yet in the list or does not have an existing code,
the data processor should first use the code assigned for “Others” which is “99”.
• A new code is created when an answer is mentioned by at least 10 respondents.
• Follow the number sequence when creating a new code.
• If the last code in the questionnaire is 10 (see Example A), then the new code will be 11.
6.1.2. Standard Codes
Note that the CSIS questionnaire provides standard codes for specific answers. Aside from
these, there are also CSIS codes that are to be applied when encoding the responses in the
raw data file. This is a repository of all the responses and information in all CSIS questions
asked in all the 150 successful interviews.
CSIS codes are standardized to avoid blank fields in the raw data, except those questions
referring to household with students (E2-E5 in the questionnaire) and those with multiple
responses. The data processor should not deviate from these codes so that it is easier to
consolidate and to have a common understanding in all different data sets from different LGUs
if needed.
Table 7. Guide on CSIS Standard Codes
ANSWER CODE
Not Applicable 95
(ie: if not aware, columns under availment, satisfaction, reasons, and need for action should have codes with 95)
Service not provided as per LGU Service Delivery Baseline Data

96
(ie: columns on awareness, availment, satisfaction, reasons, need for action should have codes with 96)
Responses that denote

97
unknown or no response or cannot remember answers from the respondents
Others
99
(standard code in the questionnaire)
6.2. Encoding / Data Entry

While most of the data entry will be done mostly though the portal, the LRI is still expected to
consolidate the system-generated raw data table with the manually-processed codes
assigned for qualitative data in an Excel or SPSS file. There shall be only one main raw data
file.
2019 CSIS MANUAL 38

6.3. Data Cleaning
While data cleaning is being undertaken with the help of the web portal’s auto-validating
features during data entry, there is no harm in double-checking the final output generated by
the system.
6.4. Generating Frequency Distribution Tables

Prior to data analysis and report preparation, frequency distribution tables must first be
generated from the cleaned CSIS raw data. This will also help spot check data entry errors
and unusual data points.
The CSIS portal will cover the process of generating frequency distribution tables for
quantitative responses except for those with responses coded 99. Qualitative data processing
will follow a different process, as to be discussed under Chapter 6.5.
Since the CSIS portal can readily generate these tables, there is no need to submit to the
DILG an excel file consolidating all the said tables.
6.5. Processing Qualitative Responses

Processing qualitative responses requires a certain level of skill and practice to grasp a wide
range of themes or topics. Below, is a suggested standard process on processing raw data.
However, the BLGS understands that each LRI has its own way of analyzing qualitative data.
Thus, they are allowed to use their own techniques in processing open-ended questions.
Suggested Steps in Processing Qualitative Data from the Raw Data

1. Create a separate codebook for qualitative responses.
2. Enter all of the verbatim responses under each variable.
3. Sort all the verbatim answers alphabetically for each open-ended question.
4. Read at least 20% of the verbatim responses for each open-ended question to be
coded.
5. Write the recurring themes in a separate sheet or portion of the same sheet.
6. Assign a number, letter or code per theme.
7. Create another column beside the original open-ended question. This column will
contain all the recoded verbatim answers.
8. Read each verbatim responses and assign a code to each answer.
9. Go through the entire list of themes and look for sub-codes. Repeat Step 8.
10. Group the responses by theme.
11. Count the frequency of the themes or codes.
Steps in Updating the Raw Data with the Coded Data

1. After processing, append another column beside the original verbatim variable in the
data table (in .xls) to be generated by the system
2. Enter the recoded values to the said column against the verbatim variable column.
** Analysis and discussion of the processed qualitative data is discussed in 7.4.
2019 CSIS MANUAL 39

7. Analysis Plan and Procedure
Analysis aims to transform data into meaningful information which can help audiences and
stakeholders formulate and adopt development interventions in the concerned local
government unit. This chapter explains how to analyze the processed data.
7.1. Percentage Scores
7.1.1. Percentage Scores for Service Indicators

Percentage scores are computed to compare and contrast the concepts between the different
services within one or across service areas. The table below shows the derivation of the
scores per concept.
Table 8. Derivation of Percentage Scores per Core Concept for Service Indicators
SCORE DIVIDEND BASE / DIVISOR FORMULA
N = 150 Aware
Awareness Number of those who are aware
(all respondents) 150
Number of those who availed of Number of those who were Availed

Availment
the service aware of the service Aware
Number of those who are Number of those who have Satisfied

Satisfaction
satisfied availed of the service Availed
Number of those who said service Number of those who have Needs action
Need for Action
needs appropriate action availed of the service Availed
Notice that the formulas of the different core concepts are almost unique to each other. These
follow the logical relationships between the said core concepts as explained in Figure 5.
The Score Generator automatically generates the percentage scores when the frequencies
are entered in.
7.1.2. Overall Service Area Percentage Scores
Percentage scores for service areas use the total number of respondents as the base. The
Data Processor shall input the frequencies of the responses from the seven (7) overall service
area questions.
Note: Do not compute the average of the indicator level scores to arrive at the service
area level percentage score.
The Overall Percentage Score for Health (for example) has its own corresponding question,
found on the last part of each service area section in the questionnaire. These questions
should be asked to all respondents (150), except in rare instances that there is/are
respondent/s who are not aware on any service indicator under a specific service area. In
this case, the Questionnaire Number corresponding the respondent/s should be indicated in
the column under “Quest. # with those not aware of any service indicator” in the sheet
SA_overall of the score generator.
2019 CSIS MANUAL 40

7.1.3. Citizen’s Overall Satisfaction and Need for Action Percentage Score
The citizen’s overall satisfaction and need for action percentage scores refer to the overall
services provided by the LGU to the citizens during the past twelve (12) months. Questions
on the last part, Part M, of the CSIS questionnaire refer to these. All 150 respondents should
be asked of these questions.
The percentage scores will be derived by dividing the number of those who said yes to the
question and divide them by the total number of respondents who answered the question
(150). Express it in percentage.
7.2. Adjectival Ratings

Percentage scores are converted to adjectival ratings (i.e. from ratio to ordinal level of
measurement) to simplify prioritization process in the next section of this Manual.
Categorization is based on passing the test of 50%+MoE. A cutoff is computed for every
indicator which is determined by the base.
𝐶𝑢𝑡𝑜𝑓𝑓 = 0.5 + |𝑴𝒐𝑬|
𝟎. 𝟗𝟖
𝐶𝑢𝑡𝑜𝑓𝑓 = 0.5 + | |
√𝒏
Notes:
• The 0.5 represents 50% of the sample.
• As discussed in the sampling procedures, the following derived formula for the
margin of error will be used:
𝟎. 𝟗𝟖
𝑀𝒐𝑬 =
√𝒏
• As the base (𝑛) of the percentage score becomes smaller, the cutoff will be larger.
This suggests that will require larger percentage score to satisfy it.
Following the above, the percentage score being tested should be equal or greater than the
cutoff in order to obtain a high percentage. Therefore, the following condition can be derived:
𝑃𝑒𝑟𝑐𝑒𝑛𝑡𝑎𝑔𝑒 𝑆𝑐𝑜𝑟𝑒 ≥ 0.5 + |𝑀𝑜𝐸|

0.98
𝑃𝑒𝑟𝑐𝑒𝑛𝑡𝑎𝑔𝑒 𝑆𝑐𝑜𝑟𝑒 ≥ 0.5 + | |
√𝑛
Table 9. Adjectival ratings for the Percentage Scores and their Score Cut-offs and Interpretations
Adjectival Rating Condition Interpretation
High Equal or more than 50% + MoE More respondents…
Low Less than 50% + MoE Less respondents…
2019 CSIS MANUAL 41

Note:
• Those service indicators with a total frequency of less than 10 will get an adjectival
rating of ‘SMALL SAMPLE.’ Hence, these should not be interpreted in the report,
as the frequency is too small relative to the population to be analyzed.
• Adjectival ratings however will not be valid in cases when cut-offs are equal to or
more than 100%. They will be given an ‘INVALID’ adjectival code.
* The CSIS Score Generator automatically converts the percentage scores into adjectival ratings.
The LRI no longer needs to individually compute each of the cutoffs.
7.3. Action Grid

The Action Grid is another tool to prioritize the different services. Using the dimensions of
Satisfaction and Need for Action, indicators are regrouped into four quadrants to provide
general recommendations to the LGU and other audiences.
Figure 8. The Action Grid divides the services and service areas into four groups based on adjectival
ratings on satisfaction and need for action
The different quadrants represent different areas for prioritization that local authorities and
other stakeholders can assign to the services.
2019 CSIS MANUAL 42

7.3.1. Continued Emphasis
Services or service areas that belong to this quadrant are those that were rated high in
satisfaction and high in need for action. This may suggest that the quality of service delivery
may be good enough but there is still a need to take action on specific aspects.
As a general direction for this group, the service or service area should sustain positive
aspects of service delivery as cited by the respondents. However, since services under this
group are identified as those requiring action from the local government, there is still a need
to act on aspects on improvement or reform. Therefore, while sustaining the current service
quality, the LGU may still fine-tune on very specific facets of its delivery which can be
suggested by reasons for non-availment or satisfaction/dissatisfaction as cited by the
respondents.
7.3.2. Exceeded Expectations
Services or service areas that belong to this quadrant are those that were rated high in
satisfaction but low in need for action. The general direction suggested for these service areas
is to sustain positive aspects of service delivery that were cited by the respondents.
Since this group is relatively rated low in the need for action, less attention on service delivery
reform may be expected. Additionally, certain priority commitments of the local government
specific to the service or service areas but were not cited in the CSIS as strong points for
satisfaction may be identified as areas for savings or reallocation to other more critical
services.
7.3.3. Secondary Priority
Services and service areas falling under Secondary Priority are those that were relatively rated
low both in satisfaction and need for action. This may suggest that citizens view the services
as low performing based on their expectations but relatively do not need urgent action from
the local government as much as the others.
As a general direction, the negative aspects of the services as cited by respondents are
suggested to be addressed but not necessary as urgent or as high-priority as those rated high
in need for action. This may suggest that need for action may be minimal in terms of the cost
and utilization of other resources.
7.3.4. Opportunities for Improvement
Services and service areas falling under Opportunities for Improvement are those targeted as
critical areas for improvement because they were rated relatively low in satisfaction but were
deemed to highly require local government action.
As a general direction, these services are deemed to be critical points for serious quality
improvements. The negative aspects of delivery of these services can be presumed as drivers
for dissatisfaction; but if addressed, they can be potential drivers for satisfaction. Therefore,
services falling under this quadrant should be given the highest priority and attention than
those in other quadrants. These services or service areas may also suggest or reflect local
issues in the communities that demand attention of local authorities.
2019 CSIS MANUAL 43

Table 10. Summary of the Action Grid Quadrant’s General Directions
ADJECTIVAL RATING
QUADRANTS GENERAL DIRECTION
CONDITIONS
Sustain positive aspects of services cited by

Continued High Satisfaction,
citizens. Fine-tune on specific aspects of
Emphasis High Need for Action
service delivery that can still be improved.
Sustain positive aspects of services cited by

Exceeded High Satisfaction,
citizens. Evaluate if other resource
Expectations Low Need for Action
commitments can be refocused.
Secondary Low Satisfaction,

Improve without increasing costs, if possible.
Priority Low Need for Action
Pay the greatest attention to service delivery

Opportunities Low Satisfaction,
improvement. Focus resources and efforts to
for Improvement High Need for Action
improve citizen satisfaction.
The general directions are suggestions only. The LRI can suggest expansion of the directions
into more specific steps. The qualitative data may hint general themes on how LGU can better
improve across services.
Steps in the Analysis of the Action Grid

1. Generate a list of the service indicators and their adjectival ratings for satisfaction
and need for action. This can be found on the ‘Action Grid’ sheet of the score
generator.
2. Classify the service indicators based on the groups represented by the four
quadrants with reference to the adjectival rating conditions specified above.
3. Visually represent the service indicator in the chart similar in that of Figure 8.
4. Discuss the results by comparing the services or service indicators based on their
adjectival ratings. Relate the general directions with themes and nuanced details
from qualitative responses from the reasons for non-availment,
satisfaction/dissatisfaction and general service area recommendations.
7.4. Analysis and Discussion of Processed Qualitative Data

The following steps shall guide how the processed qualitative data will be analyzed through a
discussion.
1. Mention first the most frequently cited themes.
2. Below each theme, cite the verbatim responses that are best to substantiate those
themes.
3. Highlight those with thick descriptions or with nuanced comments.
4. Highlight those unique responses within a major theme to provide a better picture of
how responses could be similar or different to each other.
2019 CSIS MANUAL 44

8. Report Preparation
Reports are the major final outputs and deliverables of the LRI relative to the CSIS project
cycle. In the preparation of reports, there are certain minimum requirements and guidelines
that the LRI need to follow. Insights, additional information and innovative methods for analysis
are welcome as long as the minimum parts are included or implemented in the reports.
Two major reports are expected to be prepared by the LRI team: the Citizen Satisfaction
Report (CS Report) and the Project Implementation Report. The following sections explain
the basic requirements and guidelines of the report preparation.
8.1. Citizen Satisfaction Report Preparation

The Citizen Satisfaction Report is an important output of the implementation of the CSIS. It
contains the citizen satisfaction data and information to as the result of the survey. The LRI is
tasked to prepare the CS Report after data processing and analysis.
8.1.1. Outline
The minimum parts of the CS Report are the following:
1. About CSIS
2. Methodology
a. Sampling Procedures
b. Fieldwork Highlights
3. About the LGU
a. Basic Information
b. Service Delivery Profile
4. Profile of the Respondents
a. Distribution per barangay
b. Socio-demographic profile
c. Housing profile
5. Health Service: Detailed Findings
a. Health Profile of Respondents
b. Vaccination for infants/children
c. Pre-natal/post-natal/child birth services
d. Free General Consultations/Access to Secondary and/or tertiary health care
e. Free Basic Medicine or Low Cost Program
f. Prevention and Management of Communicable and Non-Communicable Diseases
g. Basic dental/oral hygiene
h. Family Planning/ Reproductive Health
i. Overall Service Area Assessment
i. Comparative Results
ii. Action Grid
iii. Overall Satisfaction Rating
iv. Overall Needs for Action
v. Recommendations from Citizens
2019 CSIS MANUAL 45

Continuation…
CS Report Outline
6. Support to Education: Detailed Findings

a. Profile of Respondents with households members in public schools
b. Provision of medical and/or nutritional services to school clinics
c. Sports programs and activities
d. Scholarships and other assistance programs for students
e. Alternative Learning System and/or other Special Education Programs
f. Overall Service Area Assessment
ii. Action Grid
7. Social Welfare: Detailed Findings

a. Child and Youth Welfare Program
b. Women’s Welfare Program
c. Persons with Disabilities (PWD) Welfare Program
d. Older Persons/ Senior Citizens Program
e. Family and Community Welfare Program
f. Programs for Internally Displaced Persons
g. Overall Service Area Assessment
ii. Action Grid
8. Governance and Response: Detailed Findings

a. Delivery of Frontline services
b. Local government’s response or action on complaints against an office, official or
personnel of the LGU
c. Mobile LGU services; Provision of municipal services to the barangays
d. Conflict and dispute resolution in the barangays
e. Timely Response on Peace and Order and Public Safety-related incidents
f. Traffic Management
g. Disaster Risk Reduction and Management
h. Public Information Services
i. Knowledge on prevalent crimes
j. Experience with disasters and response
k. Overall Service Area Assessment
ii. Action Grid
2019 CSIS MANUAL 46

Continuation…
CS Report Outline
9. Public Works and Infrastructure: Detailed Findings
a. Barangay roads
b. Municipal roads and bridges
c. Barangay hall
d. Multipurpose halls or civic centers
e. Public markets and satellite markets
f. Public parks and open spaces
g. Road Safety (Traffic signals, road signs and street lights)
h. Sports centers and facilities
i. Information and reading center (public library)
j. Municipal Government Buildings
k. Public Cemetery
l. Flood Control Management System (Seawalls, dikes and drainage)
m. Overall Service Area Assessment
ii. Action Grid
10. Environmental Management: Detailed Findings

a. Community-based greening projects
b. Air Pollution Control Program
c. Solid Waste Management
i. Experience with Solid Waste Management
d. Waste Water Management
e. Clean-up Programs/Projects
f. Overall Service Area Assessment
ii. Action Grid
11. Economic and Investment Promotion

a. Employment, Livelihood and Business Promotion
i. Public Employment Services
ii. Regulation and supervision of businesses
iii. Promotion of Barangay Micro Business Enterprises
iv. Livelihood Programs
b. Tourism Promotion
i. Development and maintenance of tourist attractions and facilities
ii. Product/Brand marketing and promotion of local goods and tourist
attractions
iii. Organization, accreditation and training of tourism-related concessions
2019 CSIS MANUAL 47

Continuation…
CS Report Outline
c. Agricultural Support
i. Access to irrigation facilities or use of irrigation equipment
ii. Prevention and control of plant and animal pests and diseases; fish kills
and diseases
iii. Distribution of planting/farming/fishing materials and/or equipment
iv. Water and soil resource utilization and conservation projects
v. Post-Harvest Facilities such as crop dryers, slaughter houses or fish
processing facilities
vi. Accessible farm harvest buying/trading stations
vii. Enforcement of fishery laws in municipal waters to promote sustainable
use of aquatic resources
d. Overall Service Area Assessment
ii. Action Grid
12. Perception of Corruption

13. Citizen’s General Attitude Towards Local Government Unit
14. Summary of Findings
a. Comparative Results per Service Area
b. Citizens’ Overall Ratings
15. Conclusions and Recommendations
8.1.1. Service Indicator Discussion
For every service indicator the following topics will be discussed:
a) Awareness
i. Percentage Scores
b) Availment
ii. Reasons for Non-Availment
c) Satisfaction
ii. Reasons for Satisfaction
iii. Reasons for Dissatisfaction
d) Needs for Action

2019 CSIS MANUAL 48

8.1.2. General Guidelines
1. In introducing the CSIS in the CS Report, it is not required to copy and paste everything
from this Manual. Discuss only the relevant information for the LGU.
2. Percentage scores that should reflect in the CS Report should be similar with those with
the score generator. Do not round-off scores.
3. The service indicators in the CS Report should reflect those specified in the service
delivery baseline data.
4. Charts and/or tables are highly encouraged to be used when presenting the frequencies
of the variables.
5. Should ‘small sample’ appear to be the adjectival rating, make sure to explain in the report
what this means. Again, this should not be interpreted as high or low.
6. Be careful when making general conclusions or comments about relationships between

variables. Many writers tend to associate high satisfaction with low need for action—
suggesting that the two variables have a causation or a correlation even without employing
the appropriate statistical analysis. Make sure that if you are claiming an observation
similar as the above, this could be substantiated by data and proper statistical treatment.
7. Do not get stuck with a very rigid format of discussion. Let the data determine how you
discuss the results.
8. If there are insightful responses or thick descriptions from the qualitative data, allocate
more space to discuss them.
9. It is suggested that information is limited only to the names of the barangays drawn as samples.
The number of spots, number of respondents drawn, and questionnaire number assigned to
the barangays are not anymore required to be presented.
10. When stating the LGU in the report, it is encouraged that we address it as “Municipality of
XXX,” instead of “LGU XXX.”
2019 CSIS MANUAL 49

8.2. Project Implementation Report Preparation
Equally important as the CS Report, the Project Implementation Report (PIR) details out what
the LRI has undertaken in all processes of the fieldwork, to come up with the results. The PIR
is submitted to the BLGS, as reference in evaluating the CSIS protocols and procedures
undertaken during the implementation year.
The PIR format, for reference, is found on Annex L of this Manual.
Attachments
Documents used and/or accomplished by the LRI team in carrying out all the fieldwork
activities are also required to be attached to the PIR, to wit:
✓ Allocation of Sample Barangay

✓ SP-RS and FI Control
✓ Accomplished (signed) Service Delivery Baseline Data Sheet
2019 CSIS MANUAL 50

9. Project Completion and Evaluation
The CSIS undergoes a systematic and objective assessment to determine if it has successfully
been completed based on a list of expected output and outcomes.
It is important that before submitting the CS Report and Project Implementation Report, the LRI
Team ensures the completeness of all parts of the reports, logical consistency of all data
presented, accuracy of CSIS results, and reliability of information. Even the structure, format, and
grammar of the reports should be checked by the LRI. The reports are considered as the LRI’s
final output. Therefore, the LRI team is encouraged to accomplish the CSIS Project Completion
and Evaluation Form as a self-evaluation to prevent repetitious submission of project output to
the DILG.
The ROs will be responsible in ensuring that all the reports, including all attachments required,
are already final, accurate, correct, and complete. They will ensure that all errors, if any, have
already been addressed before transmitting all the reports to the BLGS. Should the BLGS find
any correction, the reports will be endorsed to the ROs recommending revisions for the LRI. Once
the reports have complied with the standards based on the final evaluation, the RO and the LRI
may already proceed towards setting up the CSIS Utilization Conference.
The DILG’s role is to check the completeness of the information in the report and on how the
essential data is interpreted and analyzed. While sometimes some recommendations are
directed on finer details such as basic grammar, formatting and pagination, these are only
secondary. Please allocate time to review the report.
2019 CSIS MANUAL 51

10. Utilization Conferences
After the preparation of final CS Reports, the results of the CSIS could be better maximized for
local development purposes if they were presented to the LGU officials and if these authorities
could commit specific interventions expected to address gaps suggested by the data. To
determine the level of appreciation of various stakeholders and the usefulness of the CSIS data,
as well as promoting it, Utilization Conferences (UCs) are being conducted.
It is an activity that serves as the highlight of the CSIS implementation, wherein the findings are
presented to concerned local chief executives (LCEs), vice mayor, Sanggunian members,
department heads and local functionaries, academe partners, and representatives from locally-
based National Government Agencies (NGAs) and Civil Society Organizations (CSOs).
The main output of the UC is the formulation of the Citizen-driven Priority Action Plans (CPAPs),
which mainly contains the LGU’s response (plans and interventions) on the generated results of
the CSIS.
10.1. Objectives
The Utilization Conference aims to provide an avenue to undertake the following objectives:
• Present and discuss the results of the CSIS to various stakeholders,
• Determine the level of appreciation of various stakeholders on the CSIS,
• Formulate strategies/interventions on how the LGU can utilize the results presented to
improve the delivery of local public services, and;
• Establish agreement between stakeholders on their role in undertaking these strategies.
10.2. Participants
The following are the participants in each UC to be conducted:
• Representatives from the LGU

▪ Mayor
▪ Vice Mayor
▪ Municipal Councilors and LnB President
▪ Department Heads
▪ Municipal Administrator
▪ Municipal Planning and Development Officer
▪ Municipal Engineer
▪ Concerned Schools Division Superintendent
▪ Municipal Health Officer
▪ Municipal Agriculturist
▪ Municipal Social Welfare & Development Officer
▪ Municipal Environment and Natural Resources Officer
▪ Municipal Information Officer
▪ Municipal Tourism Officer
• Local Civil Society Organization Representatives, including Peoples Organizations (POs)

and Non-government Organizations (NGOs)
2019 CSIS MANUAL 52

• Locally-based NGA Representatives
• Representatives from the Partner Local Resource Institute
• DILG Representatives (Regional, Province and Field Offices)
10.3. Technical Input

The following materials shall be used as tools for the Regional, Provincial and Field Offices in
managing the conduct of the activity:
1. CSIS Overview Presentation Template

2. CSIS Results Presentation Outline
3. Pledge of Commitment Template
4. Citizen-driven Priority Action Plan (CPAP) Template
5. Prioritization Guide for the CPAP Formulation
6. Post-Activity Report Template
10.4. Roles of the DILG and the LRI

For the successful conduct of the Utilization Conferences, the following roles shall be performed:
The BLGS:
• Formulates and disseminates policies, guidelines, procedures and work
instructions to govern the conduct of the UC,
• Funds the cost of the UCs, and;
• Provides technical assistance before and during the conduct of the UCs.
The DILG RO/PO/FO:

• Leads and facilitates in the conduct of the UC,
• Facilitates consultations with the LCE and other stakeholders of the target
municipality, as may be necessary, and;
• Submits and monitors the required outputs of the UC on the expected timeframe.
The LRI:
• Attends consultation meetings with the LCE and other stakeholders of the target
municipality, as may be necessary, and;
• Serves as Resource Persons during the Utilization Conferences to present the
CSIS results and actual implementation procedures conducted in the field.
2019 CSIS MANUAL 53

SUGGESTED PROGRAM FLOW FOR THE UC:
PRESENTATION OF RESULTS AND FOCUSED GROUP DISCUSSION
Time Sub-Activity OPR

8:30 – 9:00 AM Opening Program RO
9:00 AM – 9:15 AM Message from the Municipal Mayor
9:15 AM – 9:30 AM Message from the DILG RD
9:30 AM – 9:45 AM Message from the LRI President
9:45 AM – 10:00 AM Introduction and Overview of the CSIS Regional Office (RFP)
Presentation of the Results

10:00 AM – 11:00 AM LRI
Ceremonial Turnover of CS Report
Moderator:
11:00 AM – 11:30 AM Open Forum
MLGOO
11:30 AM -12:00 NN Focused Group Discussion (FGD) on the Results BLGS, RFPs and PD
12:00 PM – 1:30 PM Break
1:30 PM – 2:30 PM Continuation of FGD BLGS, RFPs and PD
2:30 – 3:00 PM Presentation of the Discussions
3:00 – 5:00 PM Formulation of the CPAP
2019 CSIS MANUAL 54

11. Annexes
Annex A Interviewer’s Kit Per Spot

Annex B Spot Allocation for LGUs with more than 30 barangays
Annex C Spot Allocation for LGUs with 30 or less barangays
Annex D Allocation of Samples to Barangays
Annex E SP-RS and FI Control
Annex F Detailed Spot Map
Annex G Spot Map Without Details
Annex H Expanding the Coverage Area
Annex I Randomized Control for Household Number and Service Area
Annex J Sample Call Sheet (After Area Coverage)
Annex K Fieldwork Diary
Annex L Project Implementation Report
Annex M Service Delivery Baseline Data Template
Annex N Questionnaire
Annex O Technical Notes
2019 CSIS MANUAL - Annexes 55

ANNEX A:
Interviewer’s Kit per Spot
1 Spot map (specifies name of spot, barangay, LGU, SP, RS,

interval, questionnaire numbers)
1 Call Sheet
1 Interviewer’s Diary
5 Questionnaires

ANNEX B:
Spot Allocation for LGUs with more than 30

barangays
SAMPLING BY PROBABILITY PROPORTIONAL TO SIZE (pps)
BARANGAYS Populati Step 1. Step 2. Step 3. Step 8. Step 4. Step 6. Step 7.
on % Cumula Cumulative % Based on [F] Get a Generate 30 Subtract 100
tive % Intervals and [G], random sample from all
select start numbers by numbers >
sample ranging successively 100
barangays from 1 - adding the
by looking 100 interval starting
for the with the random
interval to start.
Lower Upper which each 85
Limit Limit generated
sample
number
belongs to
[A] [B] [C] [D] [E] [H] [F] [G]=[F] -100
LIPA CITY (TOTAL) 283,468 100.0
1 Adya 1,891 0.7 0.7 0.1 0.7 Step 5. 1 85.0
2 Anilao 3,126 1.1 1.8 0.8 1.8 6 Compute 2 88.3
3 Anilao-Labac 2,733 1.0 2.7 1.9 2.7 for 3 91.6
4 Antipolo Del Norte 5,604 2.0 4.7 2.8 4.7 interval: 4 94.9
5 Antipolo Del Sur 6,332 2.2 6.9 4.8 6.9 7 100/30 5 98.2
6 Bagong Pook 5,509 1.9 8.9 7.0 8.9 8 3.3 6 101.5 1.5
7 San Sebastian 4,016 1.4 10.3 9.0 10.3 7 104.8 4.8
(Balagbag)
8 Balintawak 12,918 4.6 14.9 10.4 14.9 9 - 10 8 108.1 8.1
9 Banaybanay 10,111 3.6 18.4 15.0 18.4 11 9 111.4 11.4
10 Bolbok 5,473 1.9 20.4 18.5 20.4 10 114.7 14.7
11 Bugtong na Pulo 4,786 4,786 1.7 22.0 20.5 22.0 12 11 118.0 18.0
12 Bulacnin 5,599 2.0 24.0 22.1 24.0 12 121.3 21.3
13 Bulaklakan 1,432 0.5 24.5 24.1 24.5 13 13 124.6 24.6
14 Calamias 1,103 0.4 24.9 24.6 24.9 14 127.9 27.9
15 Cumba 2,399 0.8 25.8 25.0 25.8 15 131.2 31.2
16 Dagatan 4,401 1.6 27.3 25.9 27.3 14 16 134.5 34.5
17 Duhatan 2,106 0.7 28.1 27.4 28.1 17 137.8 37.8
18 Halang 1,961 0.7 28.8 28.2 28.8 18 141.1 41.1
19 Inosloban 7,910 2.8 31.5 28.9 31.5 15 19 144.4 44.4
20 Kayumanggi 4,813 1.7 33.2 31.6 33.2 20 147.7 47.7

21 Latag 4,207 1.5 34.7 33.3 34.7 16 21 151.0 51.0
22 Lodlod 8,210 2.9 37.6 34.8 37.6 22 154.3 54.3
23 Lumbang 3,735 1.3 38.9 37.7 38.9 17 23 157.6 57.6
24 Mabini 3,326 1.2 40.1 39.0 40.1 24 160.9 60.9
25 Malagonlong 2,199 0.8 40.9 40.2 40.9 25 164.2 64.2
26 Malitlit 1,762 0.6 41.5 41.0 41.5 18 26 167.5 67.5
27 Marauoy 14,107 5.0 46.5 41.6 46.5 19 27 170.8 70.8
28 Mataas Na Lupa 5,322 1.9 48.4 46.6 48.4 20 28 174.1 74.1
29 Munting Pulo 3,031 1.1 49.4 48.5 49.4 29 177.4 77.4
30 Pagolingin Bata 1,206 0.4 49.9 49.5 49.9 30 180.7 80.7
31 Pagolingin East 2,004 0.7 50.6 50.0 50.6

32 Pagolingin West 1,384 0.5 51.1 50.7 51.1 21
33 Pangao 4,507 1.6 52.6 51.2 52.6
34 Pinagkawitan 6,570 2.3 55.0 52.7 55.0 22
35 Pinagtongulan 2,908 1.0 56.0 55.1 56.0
36 Plaridel 4,326 1.5 57.5 56.1 57.5
37 Poblacion Barangay 1 4,147 1.5 59.0 57.6 59.0 23
38 Poblacion Barangay 10 2,793 1.0 60.0 59.1 60.0
39 Poblacion Barangay 11 389 0.1 60.1 60.1 60.1
48 Pusil 896 0.3 65.6 65.3 65.6
49 Quezon 1,271 0.4 66.0 65.7 66.0
50 Rizal 2,911 1.0 67.0 66.1 67.0
51 Sabang 17,730 6.3 73.3 67.1 73.3 26 - 27
52 Sampaguita 4,551 1.6 74.9 73.4 74.9 28
53 San Benito 3,653 1.3 76.2 75.0 76.2
54 San Carlos 5,368 1.9 78.1 76.3 78.1 29
55 San Celestino 2,332 0.8 78.9 78.2 78.9
56 San Francisco 2,741 1.0 79.9 79.0 79.9
57 San Guillermo 1,179 0.4 80.3 80.0 80.3
58 San Jose 5,723 2.0 82.3 80.4 82.3 30
59 San Lucas 2,422 0.9 83.1 82.4 83.1
60 San Salvador 3,296 1.2 84.3 83.2 84.3
61 Sapac 5,053 1.8 86.1 84.4 86.1 1
62 Sico 4,183 1.5 87.6 86.2 87.6
63 Santo Niño 2,680 0.9 88.5 87.7 88.5 2
64 Santo Toribio 2,853 1.0 89.5 88.6 89.5
65 Talisay 4,091 1.4 91.0 89.6 91.0
66 Tambo 10,106 3.6 94.5 91.1 94.5 3
67 Tangob 1,970 0.7 95.2 94.6 95.2 4
68 Tanguay 3,410 1.2 96.4 95.3 96.4
69 Tibig 3,642 1.3 97.7 96.5 97.7
70 Tipacan 2,991 1.1 98.8 97.8 98.8 5
71 Poblacion Barangay 9-A 835 0.3 99.1 98.9 99.1
72 Barangay 12 (Pob.) 2,658 0.9 100.0 99.2 100.0
100.0

ANNEX C:
Spot Allocation for LGUs with 30 or less barangays
POPULATION SAMPLE SIZE PER

BARANGAY
[B]= 30/96578*[A] [D]:

[A] ROUNDED OFF
CITY OF BISLIG 96,578 30.0 30

1 Bucto 752 0.2 0
2 Burboanan 1,442 0.4 1
San Roque
3 (Cadanglasan) 5,722 1.8 2
4 Caguyao 627 0.2 0
5 Coleto 1,222 0.4 0
6 Labisma 2,489 0.8 1
7 Lawigan 1,225 0.4 0
8 Mangagoy 34,975 10.9 11
9 Mone 1,620 0.5 1
10 Pamaypayan 1,608 0.5 1
11 Poblacion 9,550 3.0 3
12 San Antonio 1,158 0.4 0
13 San Fernando 2,559 0.8 1
14 San Isidro (Bagnan) 1,732 0.5 1
15 San Jose 2,911 0.9 1
16 San Vicente 2,543 0.8 1
17 Santa Cruz 946 0.3 0
18 Sibaroy 835 0.3 0
19 Tabon 13,370 4.2 4
20 Tumanan 877 0.3 0
21 Pamanlinan 861 0.3 0
22 Kahayag 1,312 0.4 0
23 Maharlika 2,681 0.8 1
24 Comawas 3,561 1.1 1

ANNEX D:
Allocation of Samples to Barangays

ANNEX E:
SP-RS and FI Control

ANNEX F:
Spot Map With Details

ANNEX G:
Spot Map Without Details
SAMPLE SPOT : #1 BARANGAY A1

STARTING POINT : BARANGAY CAPTAIN’S HOUSE
RANDOM START :3
INTERVAL :1
LGU : XXX
PROVINCE : XXX
QUESTION NOS. : 1-5

ANNEX H:
Expanding the Coverage Area

ANNEX I:
Randomized Control for Household Number and Service Area
Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service
Number Number Area Number Number Area Number Number Area Number Number Area
1 1 D 21 1 J 41 1 I 61 1 H
2 2 E 22 2 D 42 2 J 62 2 I
3 3 F 23 3 E 43 3 D 63 3 J
4 4 G 24 4 F 44 4 E 64 4 D
5 5 H 25 5 G 45 5 F 65 5 E
6 6 I 26 6 H 46 6 G 66 6 F
7 7 J 27 7 I 47 7 H 67 7 G
8 8 D 28 8 J 48 8 I 68 8 H
9 9 E 29 9 D 49 9 J 69 9 I
10 10 F 30 10 E 50 10 D 70 10 J
11 1 G 31 1 F 51 1 E 71 1 D
12 2 H 32 2 G 52 2 F 72 2 E
13 3 I 33 3 H 53 3 G 73 3 F
14 4 J 34 4 I 54 4 H 74 4 G
15 5 D 35 5 J 55 5 I 75 5 H
16 6 E 36 6 D 56 6 J 76 6 I
17 7 F 37 7 E 57 7 D 77 7 J
18 8 G 38 8 F 58 8 E 78 8 D
19 9 H 39 9 G 59 9 F 79 9 E
20 10 I 40 10 H 60 10 G 80 10 F

Continuation…
Randomized Control for Household Number and Service Area
Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service Questionnaire Household Service
Number Number Area Number Number Area Number Number Area Number Number Area
81 1 G 101 1 F 121 1 E 141 1 D
82 2 H 102 2 G 122 2 F 142 2 E
83 3 I 103 3 H 123 3 G 143 3 F
84 4 J 104 4 I 124 4 H 144 4 G
85 5 D 105 5 J 125 5 I 145 5 H
86 6 E 106 6 D 126 6 J 146 6 I
87 7 F 107 7 E 127 7 D 147 7 J
88 8 G 108 8 F 128 8 E 148 8 D
89 9 H 109 9 G 129 9 F 149 9 E
90 10 I 110 10 H 130 10 G 150 10 F
91 1 J 111 1 I 131 1 H
92 2 D 112 2 J 132 2 I
93 3 E 113 3 D 133 3 J
94 4 F 114 4 E 134 4 D
95 5 G 115 5 F 135 5 E
96 6 H 116 6 G 136 6 F
97 7 I 117 7 H 137 7 G
98 8 J 118 8 I 138 8 H
99 9 D 119 9 J 139 9 I
100 10 E 120 10 D 140 10 J

ANNEX J:
Sample Call Sheet (After Area Coverage)
(LGU XXX) Aug. 2, 2013 SP: Barangay Captain’s House

Spot #1 Barangay A1 8:00 am RS: 3
FI: A 2:00 pm
Status
Q# NAME ADDRESS TIME
C CB Ref
001 Name A 367 Rizal St Complete 8:30am
002 Name B 50 Luna St. (NQR) 8:35
003 Name C 54 Luna St. Complete 9:10
004 Name D 58 Luna St. Callback 11:30 9:15
005 Name E 2 Burgos St. Complete 10:15
002 Name B 6 Burgos St. Complete 11:15
004 Name D 58 Luna St. Callback 11:45 11:45
004 Name D 58 LunJa St. Callback 11:55 11:55
004 Name F 4. Bonifacio St. Complete 2:00pm

ANNEX K:
:
Fieldwork Diary
DATE ENTRIES

ANNEX L:
Project Implementation Report
A. Project Documentation Matrix
Topic / Question No. / Incident
Issues and Concerns Action Taken Recommendations
Description
1. Sampling
a. Identifying the Starting Point
b. Identifying the target households
c. Identifying the target respondent
d. Others
2. Dispatching
a. Preparation of materials and requirements for data gathering
b. Area Assignment
3. Data Gathering
a. Introduction to the respondent
b. Questionnaire administration
c. Recording of responses
d. Data editing/ checking
4. Codebook Development
5. Data Encoding
6. Output Generation

B. LRI Research Team
[NAME OF LRI]
Citizen Satisfaction Index System 2019
[Name of Municipality]
Project Manager
Field Supervisors
Data Processor
Field Interviewers
Technical Support

C. Data Gathering Summary Sheet
[NAME OF LRI]
Citizen Satisfaction Index System 2019
[Name of Municipality]
Total number of barangays covered
Total number of sample spots
Total number of interview attempts
Total number of successful interviews
Total number of participating enumerators
Total number of days spent for data gathering
Average duration of interviews
Longest interview’s duration
Shortest interview’s duration
Other details desired to be disclosed

ANNEX M:
Service Delivery Baseline Data Template
LGU Service Delivery Baseline Data Municipality of (X) 2019
A B C D E F
Service Specific
Office/ Department / Unit Details /
Provided Service Area Indicator Programs/Projects/Activities/Infra
Responsible Remarks
(Y/N) (Include Local Names)
Health Vaccination for infants/children
Health Pre-natal/post-natal/child birth services
Free General Consultations/Access to secondary
Health
and/or tertiary health care
Health Free Basic Medicine or Low-Cost Medicine Program
Prevention and Management of Communicable and
Health
Non-Communicable Diseases
Health Basic dental/oral hygiene
Health Family Planning/Reproductive Health
Provision of medical and/or nutritional services to
Support to Education
school clinics
Support to Education Sports programs and activities
Scholarships and other assistance programs for
students
Alternative Learning System and/or other Special
Education Programs
Social Welfare Child and Youth Welfare Program
Social Welfare Women’s Welfare Program
Social Welfare Persons with Disabilities Welfare Program
Social Welfare Older Persons/ Senior Citizens Program
Social Welfare Family and Community Welfare Program
Social Welfare Programs for Internally Displaced Persons
Governance and Response Delivery of Frontline services
Action/response on complaints against public
Governance and Response
officials/public office

Continuation…
Mobile LGU services; Provision of municipal services
to the barangays
Governance and Response Conflict and dispute resolution in the barangays
Timely Response on Peace and Order and Public
Safety-related incidents
Governance and Response Traffic Management
Governance and Response Disaster Risk Reduction and Management
Governance and Response Public Information Services
Public Works and Infrastructure Barangay roads
Public Works and Infrastructure Municipal roads and bridges
Public Works and Infrastructure Barangay hall
Public Works and Infrastructure Multipurpose halls or civic centers
Public Works and Infrastructure Public markets and satellite markets
Public Works and Infrastructure Public parks and open spaces
Road Safety (Traffic signals, road signs and street
Public Works and Infrastructure
lights)
Public Works and Infrastructure Sports centers and facilities
Public Works and Infrastructure Information and reading center (public library)
Public Works and Infrastructure Municipal Government Buildings
Public Works and Infrastructure Public Cemetery
Flood Control Management System (Seawalls, dikes
Public Works and Infrastructure
and drainage)
Environmental Management Community-based greening projects
Environmental Management Air Pollution Control Program
Environmental Management Solid Waste Management
Environmental Management Waste Water Management
Environmental Management Clean-up Programs/Projects
Economic and Investment Promotion Public employment services
Economic and Investment Promotion Regulation and supervision of businesses
Economic and Investment Promotion Promotion of Barangay Micro Business Enterprises
Economic and Investment Promotion Livelihood Programs
Development and maintenance of tourist attractions
Economic and Investment Promotion
and facilities

Continuation…
Product/Brand Marketing of local goods and tourist
attractions
Investment promotion activities such as trade fairs,
fiestas, business events and similar events
Organization, accreditation and training of tourism-
related concessions
Organization and development of farmers, fishermen
and their cooperatives
Access to irrigation facilities or use of irrigation
equipment
Prevention and control of plant and animal pests and
diseases; fish kills and diseases
Distribution of planting/farming/fishing materials
and/or equipment
Access to facilities that promote agricultural
Economic and Investment Promotion production such as fish hatcheries and breeding
stations
Water and soil resource utilization and conservation
projects
Post-Harvest Facilities such as crop dryers,
slaughter houses or fish processing facilties
Economic and Investment Promotion Accessible farm harvest buying/trading stations
Enforcement of fishery laws in municipal waters to
promote sustainable use of aquatic resources
VISION STATEMENT
MISSION STATEMENT
Noted by:
Local Chief Executive OR his Duly Authorized Representative

(signature over printed name)

Questionnaire Number
ANNEX M:
QUESTIONNAIRE
CITIZEN SATISFACTION INDEX SYSTEM (CSIS) SURVEY
INTERVIEW RECORD GEOGRAPHIC IDENTIFICATION
Date of Interview Province
Start Time Municipality
End Time Barangay
Length of Interview Minutes Purok
Spot
*DD Coordinates Lat. Long.
INTERNAL CONTROL
CSIS Name Signature
Field Interviewer
Field Supervisor
Project Manager
SUMMARY OF VISITS
Date/Time Result of Call Interviewer
Original
First call
Second call (max)
Substitute (after 2 unsuccessful callbacks):
INTRODUCTION OF FIELD INTERVIEWER
Refer to the CSIS Manual for the full introduction spiel.
Magandang umaga/hapon po. Ako po ay si (pangalan) na taga (name of institute/organization). Nagsasagawa po kami ng pag-aaral tungkol sa pang-
araw araw na pamumuhay ng mga tao at ng kanilang mga opinyon sa mga usapin na nakaaapekto sa mga mamamayan. Ito po ay tinatawag na Citizen
Satisfaction Index System o CSIS. Maaari po bang malaman kung sinu-sino ang miyembro ng samabahayan ninyo na lalaki o babae (refer to the Questionnaire
number) ang labingwalong (18) taong gulang pataas, at kasalukuyang naninirahan dito ng hindi kukulang sa anim na buwan?
Good morning/afternoon. I am (name) from (name of institute/organization). We are conducting a study about people’s everyday lives and their opinions that
affect citizens. We would like to study your opinions, views and feelings regarding different things. This study is called the Citizen Satisfaction Index System or the
CSIS. May I ask who are the members of the household who are male or female (refer to questionnaire number) aged 18 years old and above and residing in this
household for at least 6 months?
KISH GRID/ PROBABILITY RESPONDENT SELECTION

ESTABLISH THE PROBABILITY RESPONDENT BASED ON HH MEMBERS AT LEAST 18 YRS. OLD USING THE KISH GRID BELOW:
FOR ODD-NO. QUESTIONNAIRES PRE-LIST MALE HH MEMBERS;
FOR EVEN NO. QUESTIONNAIRES PRE-LIST FEMALE HH MEMBERS
( ) MALE ( ) FEMALE QM HOUSEHOLDNUMBER
NAME AGE NO.
NO. 1 2 3 4 5 6 7 8 9 10
1 1 1 1 1 1 1 1 1 1 1
2 1 2 1 1 2 2 1 1 2 2
3 3 3 2 2 1 1 3 3 1 2
4 4 1 3 4 3 1 2 2 1 2
5 1 1 5 3 2 2 4 5 4 3
6 6 4 1 5 4 1 2 6 3 5
7 5 2 3 1 7 7 3 2 6 4
8 2 5 4 1 6 3 5 4 8 7
9 3 4 6 7 5 8 1 9 2 6
10 7 8 3 2 4 1 6 10 5 9
11 11 10 9 6 8 5 3 1 7 4
12 1 3 7 5 6 4 8 10 12 9
NAME OF PROBABILITY RESPONDENT :
(IF CURRENT RESPONDENT IS NOT THE PROBABILITY RESPONDENT, LOOK FOR THE PROBABILITY RESPONDENT THEN INTERVIEW HIM/HER)
Number of years as resident in the municipality:
(IF LESS THAN 6 MONTHS, REDRAW FROM HH MEMBERS WHO HAVE BEEN RESIDENTS IN THE MUNICIPALITY FOR MORE THAN 6 MONTHS)
SUBSTITUTION VARIABLES:
Sex: Working Status: Working 1 (codes 1-2 of A7 on page 2)
Actual age: Not working 2 (codes 3-6 of A7 on page 2)
Age Groups: 18 – 24 45 – 54
25 – 29 55 – 64
30 – 34 65 – 74
35 – 39 75 & above
40 – 44
SERVICE AREA ORDER
TO THE INTERVIEWER: Start from the Service Area corresponding to the encircled letter.
D E F G H I J
1
A. RESPONDENT’S SOCIO-DEMOGRAPHIC PROFILE
A1. Relationship to HH Head A6. Still goes to school?
(Kaugnayan sa puno ng sambahayan) (Pumapasok pa ba sa paaralan?)
(ENCIRCLE CODE. SINGLE RESPONSE ONLY) (ENCIRCLE CODE. SINGLE RESPONSE ONLY)
1 - Household head 1 - Yes

2 - Spouse/ Partner 2 - No
3 - Son/ Daughter
4 - Brother/ Sister A7. Employment Status
5 - Son-in-Law/ Daughter-in-Law (Nagtatrabaho ba?)
6 - Grandson/ Granddaughter
7 - Father/ Mother (ENCIRCLE CODE. SINGLE RESPONSE ONLY. IF
8 - Other relative RESPONSE IF NOT 1 OR 2, DO NOT ASK A8 & A9)
9 - Boarder
10 - Domestic Helper 1 - Working at least 40 hrs/wk
11 - Non-relative 2 - Working less than 40 hrs/wk
3 - Not employed but looking for work; have worked in the past
4 - Not employed but looking for work; have not worked in the past
5 - No job, not looking for work; have not worked in the past
A2. Sex 6 - Not employed, not looking for work; have worked in the past
7 - Student (not working)
1 Male 8 - Retired (not working) / Too old to work
2 Female
A8. Place of Work
A3. Age (Lugar ng pinagtatrabahuhan)
(Edad sa panahon ng panayam)
(ENCIRCLE CODE. SINGLE RESPONSE ONLY)
(COPY FROM KISH GRID)
1 - W/in the barangay
A3.1 Age Group 2 - W/in the municipality
3 - W/in the province
1 - 18→24 6 - 45→54 4 - W/in the region
2 - 25→29 7 - 55→64 5 - W/in the country
3 - 30→34 8 - 65→74
4 - 35→39 9 - 75 and above A9. Occupation Category
5 - 40→44
(ENCIRCLE CODE. SINGLE RESPONSE ONLY)
A4. Civil Status
1 - Officials of Government, Corporate Managers
(ENCIRCLE CODE. SINGLE RESPONSE ONLY) 2 - Managing Proprietors and Supervisors
3 - Professionals
1 - Single 4 - Technicians and Associated Professionals
2 - Married 5 - Clerks
3 - Widow/er 6 - Service, Shops, Market Workers
4 – Separated / Annulled 7- Farmer/Forestry, Fisherman
5 - Common Law / Live in 8 - Traders and related workers
9 - Plant/Machine Operators
A5. Highest Educational Attainment 10 - Laborers/ Unskilled workers
(Pinakamataas na antas ng edukasyon) 11- Entertainment
97 - No response/Unknown/Cannot Remember
(ENCIRCLE CODE. SINGLE RESPONSE ONLY) 99 - Others
1 - Elem Undergraduate 7 - Masters Undergrad

2 - Elem Graduate 8 - Masters Graduate
3 - Hi-Sch Undergraduate 9 - Doctorate
4 - Hi Sch Graduate 10 - Vocational /TVET
5 - College Undergrad 11 - Apprenticeship
6 - College Graduate 99 - Others (Specify)

B. HOUSING PROFILE
BENEFICIARY OF PANTAWID PAMILYANG PILIPINO PROGRAM

NO. QUESTIONS AND FILTERS CODING CATEGORIES
B1 Is your household currently a beneficiary of the Pantawid YES ...................................................................................................... 1
Pamilyang Pilipino Program (4Ps)? NO ........................................................................................................
(Ang inyo bang sambayahan ay benepisyaryo ng Pantawid 2
Pamilyang Pilipino Program (4Ps)?)
HOUSING OCCUPANCY
B2 Do you own this house? OWNER, OWNER-LIKE POSSESSION OF HOUSE AND LOT.......... 1
(Pag-aari niyo ba ang bahay na ito?) RENT HOUSE/ROOM, INCLUDING LOT............................................ 2
OWN HOUSE, RENT-FREE LOT WITH OWNER’S CONSENT......... 3
OWN HOUSE, RENT-FREE LOT WITHOUT OWNER’S CONSENT.. 4
RENT-FREE HOUSE AND LOT WITH OWNER’S CONSENT........... 5
RENT-FREE HOUSE AND LOT WITHOUT OWNER’S CONSENT... 6
OTHERS (Specify) 99
BASIC UTILITIES
B3 What kind of toilet facility does your household have? FLUSH/WATER-SEALED TOILET
(Anong klase ng palikuran ang mayroon kayo?) OWN TOILET........................................................................... 1
SHARED TOILET..................................................................... 2
PIT TOILET/LATRINE......................................................................... 3
DROP/OVERHANG............................................................................. 4
NO TOILET/OPEN FIELD................................................................... 5
OTHERS, (Specify) 99
B4 What is your household’s source of drinking water? COMMUNITY WATER SYSTEM

(Ano ang pangunahing pinagkukunan ninyo ng inuming OWN USE (Own faucet)......................................................... 1
tubig?) SHARED WITH OTHERS....................................................... 2
DEEP WELL/ARTESIAN WELL…………………………………………. 3
RIVER, STREAM, LAKE AND OTHER BODIES OF WATER............. 4
BOTTLED WATER.............................................................................. 5
OTHERS, SPECIFY 99
B5 What is your household’s source of electricity? ELECTRICITY OWN CONNECTION.................................................. 1

(Ano ang pinagkukunan ng elektrisidad ng inyong ELECTRICITY SHARED CONNECTION............................................ 2
sambahayan?) BATTERY............................................................................................ 3
GENERATOR...................................................................................... 4
NONE.................................................................................................. 5
OTHERS (Specify) 99
B6 Where do you primarily hear about the services, programs, TELEVISION....................................................................................... 1
projects or activities of your municipal government? RADIO................................................................................................. 2
(Ano ang pangunahing pinagkukunan ng balita ng inyong NEWSPAPER..................................................................................... 3
sambahayan tungkol sa mga gawain ng inyong bayan?)
FAMILY/FRIENDS.............................................................................. 4
INTERNET.......................................................................................... 5
[TO INTERVIEWER: ACCEPT ONLY ONE RESPONSE]
MUNICIPAL GOVERNMENT…………………………………………. 6
BARANGAY OFFICIALS AND PERSONNEL………............……… 7
OTHERS (Specify) 99
HOUSEHOLD’S MONTHLY INCOME

B7. Magkano po ang karaniwang kita ng inyong sambahayan sa isang buwan? (How
much is your household’s average monthly income?)
RESPONDENT CONTACT INFORMATION

Maari po bang mahingi ang inyong kumpletong address at numerong matatawagan upang mas madali ako sa inyong makipagugnayan sakaling
mayroong kakulangan sa datos o may kailangang linawin tungkol sa napagusapan natin ngayong araw? Muli, wala po sa inyong mga sagot ang
maiiugnay sa inyong pangalan at hindi po ilalahad kailanman ang inyong katauhan.
May I request your complete address and contact number(s) so that I can conveniently contact you if ever there is missing information or any clarification
pertaining to our interview today? Again, all personally-identifiable information will be kept strictly confidential.
Name
Address
Contact Number(s)
3 2019 CSIS MANUAL - Annexes 77

D. HEALTH SERVICES
Ngayon pag-usapan naman po natin ang mga serbisyong pangkalusugan sa inyong lugar sa nakalipas na labing-dalawang
buwan. Now let us talk about the health services available in your area during the past 12 months.
D1. Nito pong nakaraang labindalawang buwan, kayo po ba ay nakaranas ng anumang karamdaman o sakit?
During the past 12 months, did you ever get sick?
Oo (Yes) 1
Hindi (No) 2→GO TO D8
D2. Ano po ang naging pinakamalubhang karamdaman ninyo sa nakalipas na 12 buwan?

(What was the most serious sickness that you had in the past 12 months?). (ENCIRCLE CODE. SINGLE RESPONSE ONLY)
Influenza (and associated symptoms—coughs, colds) 1

Pneumonia (and other acute respiratory illnesses—bronchitis) 2
Tuberculosis 3
Heart ailment (and other associated diseases of the vascular system-- hypertension) 4
Diabetes 5
Dengue 6
Cancer (all forms) 7
Pregnancy-related 8
Measles/chicken pox 9
Diarrhea 10
No response/Unknown/Cannot Remember 97
Others (Specify) 99
D3. Kumunsulta ba kayo sa manggagamot noong kayo ay nagkasakit ng (most serious disease)? Did you consult a
medical/health service provider when you got sick of (most serious sickness)?
Oo (Yes) 1
Hindi (No) 2 →GO TO D8
D4. Kumunsulta ba kayo sa isang pampublikong manggagamot noong kayo ay nagkasakit ng (most serious sickness)?
Did you consult a public service provider when you got sick of (most serious sickness?)
Oo (Yes) 1
Hindi (No) 2 →GO TO D8
D5. Saan po kayo kumunsulta o nagpagamot noong kayo ay nagkasakit ng (most serious sickness)?
Where did you go first to seek medical consultation when you got sick of (most serious illness)?)
(DON’T READ CHOICES; PROBE, IF NECESSARY.)
Barangay health center

Within the barangay (Name of health center) ............................................................................... 1
Outside the barangay.................................................................................................................. 2
Municipality-operated health center/hospital
Within your municipality (Name of Health Center/Hospital) ........................................................... 3
Outside your municipality (Name of Health Center/Hospital)......................................................... 4
Provincially-owned/operated hospital (N/A for NCR)
Within the province (Name of Hospital) ........................................................................................5
Outside the province....................................................................................................................6
State owned hospitals within the municipality (print examples) ..............................................................7
State owned hospitals within the province (print examples) ...................................................................8
State owned hospitals outside the province (print examples) .................................................................9
If not sure which category the health facility falls under, write the name of the public health facility below and
seek assistance from project team after the interview.
D6. Ano ang pangunahing dahilan ng inyong pagkonsulta sa (ANSWER IN D5)?

What is the primary reason why you chose to consult (ANSWER IN D5)? (WRITE IN VERBATIM).
D7. Matapos kayong kumunsulta sa (ANSWER IN D5), sumangguni pa ba kayo sa ibang pampublikong pagamutan?
After consulting with (ANSWER IN D5), did you still consult other public health facilities?
Oo (Yes) 1
Hindi (No) 2
4
D8. Sa inyong pagkakaalam, anu-anong mga programang pangkalusugan ang ipinatutupad ng inyong lokal na
pamahalaan? Based on what you know, what are the health programs implemented by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM/SERVICE ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF ANY
GO TO D14.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER UNDER D8 OF
THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK D9-D11, THEN GO TO D12.
D9. Napakinabangan ba ninyo o ng sino mang miyembro ng inyong sambahayan ang (STATE SERVICE) sa nakalipas na 12
buwan? Did you or any of your household members avail of (state service) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO D10-D11, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT
SAID THEY WERE AWARE OF.
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO D9.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID THEY
WERE AWARE OF.
D9.1 Bakit hindi ninyo napakinabangan ang (STATE SERVICE)?

Why were you not able to avail of the said service?
D10. Kayo po ba ay nasiyahan o hindi nasiyahan sa naibigay na serbisyo ng pamahalaang lokal sa (STATE SERVICE)?
Were you satisfied or not with (service/program availed)?
IF SATISFIED, ASK (REASON) D10.1, OTHERWISE ASK (REASON) D10.2; FOR EITHER RESPONSE, PROCEED TO D11.
D10.1 Bakit kayo nasiyahan sa (STATE SERVICE)?

Why were you satisfied with the (state service)?
D10.2 Bakit kayo hindi nasiyahan sa (STATE SERVICE)?

Why were you not satisfied with (state service)?
RECORD RESPONSES IN VERBATIM UNDER “REASONS” OF THE ANSWER GRID. USE EXTRA SHEET IF NECESSARY.
D11. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang (STATE
THE SERVICE/PROGRAM)?
Would you say that the (service/program) needs or does not need appropriate action from your local government?
UNDER D9-D11 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
D12. Kayo ba ay nasiyahan o hindi nasiyahan sa pangkalahatang serbisyong/programang pangkalusugan ng inyong

pamahalaang lokal? On the overall, were you satisfied or not with the health services provided by your local government?
Nasiyahan (Satisfied) 1
Hindi nasiyahan (Not satisfied) 2
D13. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkalahatang serbisyong/programang pangkalusugan? On the overall, would you say that the health services/programs
need or do not need appropriate action from the local government?
Kailangang bigyan ng aksyon (Need appropriate action) 1

Hindi kailangang bigyan ng aksyon (Do not need appropriate action) 2
D14. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong pamahalaang lokal para masiguro ang maayos na
kalusugan ng mga naninirahan sa inyong lugar? In your opinion, what should your local government primarily do to take care
of the health of those who reside in your locality?

ANSWER GRID FOR D. HEALTH
D8 D10 D11
D9 REASONS
Awareness Availment Satisfaction (Program/service...)
CODE PROGRAMS AND SERVICES (Of program/ (with (D9.1 / D10.1 / D10.2)
service)
(Availed of or not)
program/service)
Needs Action
YES NO YES NO YES NO YES NO
Vaccination for infants/children

DHSi. 1 2 1 2 1 2 1 2
(Pagbabakuna sa mga sanggol at mga bata)
DHSii. Pre-natal/post-natal/child birth services 1 2 1 2 1 2 1 2
Free General Consultations/Access to secondary

and/or tertiary health care
DHSiii. 1 2 1 2 1 2 1 2
(Libreng konsultasyong medikal o
hospitalisasyon)
Free Basic Medicine or Low-Cost Medicine

DHSiv. Program 1 2 1 2 1 2 1 2
(Libreng gamot o diskwento sa mga gamot)
Prevention and Management of Communicable

DHSv. 1 2 1 2 1 2 1 2
and Non-Communicable Diseases
DHSvi. Basic dental/oral hygiene 1 2 1 2 1 2 1 2
Family Planning/ Reproductive Health

DHSvii. Distribution of reproductive health supplies, 1 2 1 2 1 2 1 2
information dissemination and other services

E. SUPPORT TO EDUCATION
Pag-usapan naman po natin ang mga serbisyo/programang may kinalaman sa edukasyon sa inyong lugar sa nakalipas
na 12 buwan. Now let us talk about the services/programs related to education in your locality during the past 12 months.
E1. Mula sa nakalipas na 12 buwan hanggang sa kasalukuyan, mayroon bang miyembro ng inyong sambahayan ang nag-
aral sa elementarya at/o mataas na paaralan dito sa inyong bayan? (During the past 12 months and at present, was/is
there a member of your household who studied/studies in an elementary and/or high school within your town?)
Mayroon (Yes) 1
Wala (None) 2→GO TO E6
E2. Maari po bang malaman kung sino sa inyong sambahayan ang nag-aral/nag-aaral sa elementarya at/o mataas na
paaralan sa nakalipas na labing-dalawang buwan? (May we know who among your household studied/studies in elementary
and/or high school in the past 12 months?)
GET THE NAME(S) FIRST BEFORE PROCEEDING TO E3 TO E5.
E3. Anong baitang na si (name of student)?

What grade level is (name of student) in?
E4. Si (ANSWER IN E2) ba ay nag-aral sa pampubliko o pribadong paaralan? (Did (name) study in a public or private school?)
(IF PRIVATE, GO TO NEXT NAME/E6)
E5. Ano ang pangunahing dahilan at sa pampublikong paaralan nag-aral si (ANSWER IN E2)?
(What is the primary reason why (ANSWER IN E2) studied in this public school?)
DO NOT AID RESPONDENT, I.E. DO NOT READ CHOICES TO RESPONDENT
E3 E4 TYPE
E2 E5
LEVEL Pu Pr
Name Reasons
(K-12)
1 2
1 2
1 2
1 2
1 2
1 2
CODES FOR E5
1 – Libre ang tuition 6 – Sapat/maayos ang mga pasilidad ng paaralan
2 – Mababa ang tuition 7 – Maganda ang pangangasiwa ng paaralan
8 – Libre ang mga kagamitan tulad ng libro at iba pang pangangailangan ng mag-
3 – Sapat ang mga silid-aralan
aaral
4 – Maganda ang kalidad ng pagtuturo 9 – Malapit ang paaralan sa aming tirahan
5 – Sapat ang mga teachers 99 – Others (Specify)
E6. Sa inyong pagkakaalam, anu-anong mga programa/serbisyo ang ipinatutupad ng inyong pamahalaang lokal para
tugunan ang pangangailangan ng mga pampublikong paaralan sa inyong bayan?
Based on what you know, what are the programs/services implemented by your local government to support the needs of the
public schools in your municipality?
GO TO E12.
FOR EACH PROGRAM AWARE OF IN E6, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER. FOR EACH
PROGRAM/SERVICE, ASK E7-E9 THEN GO TO E10.

E7. Napakinabangan ba ninyo o ng sino mang miyembro ng inyong sambahayan ang (STATE SERVICE) sa nakalipas 12
buwan? Did you or any of the household members avail of this (service) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO E8-E9, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT SAID
THEY WERE AWARE OF.
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO E7.1, THEN PROCEED TO THE NEXT SERVICE WHICH THE RESPONDENT SAID
THEY WERE AWARE OF.
E7.1. Bakit hindi ninyo napakinabangan ang (STATE SERVICE)?

E8. Kayo ba ay nasiyahan o hindi nasiyahan sa naibigay na serbisyo ng pamahalaan lokal sa (STATE SERVICE)?
IF SATISFIED, ASK (REASON) E8.1, OTHERWISE ASK (REASON) E8.2; FOR EITHER RESPONSE, PROCEED TO E9.
E8.1. Bakit kayo nasiyahan sa (STATE SERVICE) ng inyong lokal na pamahalaan?

Why were you satisfied with (STATE THE SERVICE).
E8.2. Bakit kayo hindi nasiyahan sa (STATE SERVICE)?

RECORD RESPONSES IN VERBATIM UNDER “REASONS” IN THE DATA ANSWER GRID. USE EXTRA SHEET IF NECESSARY.
E9. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang (STATE
THE SERVICE/PROGRAM)? Would you say that the (service/program) needs or does not need appropriate action from your
local government?
UNDER E7-E9 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
E10. Kayo ba ay nasiyahan o hindi nasiyahan sa pangkalahatang suporta sa edukasyon na binigay ng inyong lokal na
pamahalaan? On the overall, were you satisfied or not with the support to education services/programs provided by your local
government?
Hindi nasiyahan (Not Satisfied) 2
E11. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkalahatang serbisyong/programang sumusuporta sa edukasyon? On the overall, would you say that the support to
education services/programs need or do not need appropriate action from the local government?

E12. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong lokal na pamahalaan upang masuportahan ang mga
serbisyo ng pampublikong paaralan sa inyong lugar? In your opinion, what should your local government primarily do to
support or augment the service delivery of public schools in your locality?

ANSWER GRID FOR E. SUPPORT TO EDUCATION
E6 E8 E9
Awareness E7 Satisfaction (Program/service...)
(Of educational Availment (Of educational REASONS Needs Action
program/ (Availed program/
CODES PROGRAMS AND SERVICES (E7.1 / E8.1 / E8.2)
service/ program or service/
equipment/ not) equipment/
infrastructure) infrastructure)
Provision of medical and/or nutritional services to school clinics

EBSi 1 2 1 2 1 2 1 2
(Serbisyong pangkalusugan sa mga klinika sa loob ng paaralan)
Sports programs and activities

EBSii 1 2 1 2 1 2 1 2
(Programa sa palakasan)
Scholarships and other assistance programs for students

EBSiii (Mga scholarship at iba pang mga uri ng suporta para sa mga mag- 1 2 1 2 1 2 1 2
aaral)
Alternative Learning System and/or other Special Education Programs

EBSiv 1 2 1 2 1 2 1 2
(Alternatibong Sistema ng Pagkatuto at iba pang katulad na programa)

F. SOCIAL WELFARE SERVICES
Pag-usapan naman po natin ang mga serbisyong may kaugnayan sa kagalingang panlipunan sa inyong lugar sa nakalipas
na 12 buwan. (Now let us talk about the social welfare services in your locality during the past 12 months.)
F1. Sa inyong pagkakaalam, anu-anong mga programang kaugnay ng kagalingang panlipunan ang ipinatutupad ng inyong
lokal na pamahalaan? Based on what you are aware of, what are the social welfare programs implemented by your local
government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE AND ASK IF RESPONDENT IS AWARE. IF NOT AWARE OF ANY
PROGRAM, GO TO F7.
FOR EACH PROGRAM/ SERVICE AWARE OF IN F1, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER. FOR
EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK F2-F4, THEN GO TO F5.
F2. Napakinabangan ba ninyo o ng sinumang miyembro ng inyong sambahayan ang (STATE SERVICE) sa nakalipas 12 na
buwan? Did you or any of your household members avail of (service) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO F3-F4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO F2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID THEY
WERE AWARE OF.
F2.1. Bakit hindi ninyo napakinabangan ang (STATE SERVICE)?

F3. Kayo po ba ay nasiyahan o hindi nasiyahan sa naibigay na serbisyo ng pamahalaang lokal sa (STATE SERVICE)?
IF SATISFIED, ASK (REASON) F3.1, OTHERWISE ASK (REASON) F3.2; FOR EITHER RESPONSE, PROCEED TO F4.
F3.1. Bakit kayo nasiyahan sa (STATE SERVICE) ng inyong lokal na pamahalaan?

F3.2. Bakit kayo hindi nasiyahan sa (STATE SERVICE)?

RECORD RESPONSES IN VERBATIM UNDER “REASONS” IN THE ANSWER GRID. USE EXTRA SHEET IF NECESSARY.
F4. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang (STATE
THE SERVICE/PROGRAM)? Would you say that the (service/program) needs or does not need appropriate action from your
local government?
UNDER F2-F4 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
F5. Kayo ba ay nasiyahan o hindi nasiyahan sa kabuuang serbisyo/programa sa social welfare na binigay ng inyong lokal na
pamahalaan? On the overall, were you satisfied or not with the social welfare services provided by your local government?
F6. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkabuuang serbisyo sa social welfare? On the overall, would you say that the social welfare services/programs need or do
not need appropriate action from the local government?
F7. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong pamahalaang lokal para mas mapabuti pa ang mga
programang may kinalaman sa kagalingang panlipunan sa inyong lugar? In your opinion, what should your local government
primarily do to improve the social welfare services in your locality?
10
ANSWER GRID FOR F. SOCIAL WELFARE SERVICES/PROGRAM
F1 F2 F3 F4
Awareness Availment Satisfaction Reasons
(Program/service...)
CODES Social Welfare Services/ Programs (Of program/ (Availed program (Of program/ (F2.1/F3.1/F3.2)
service) or not) service)
Needs Action
Child and Youth Welfare Program

FSSi. (Mga programang para sa kabataan) 1 2 1 2 1 2 1 2
tulad ng day care)
Women’s Welfare Program

FSSii. 1 2 1 2 1 2 1 2
(Mga programang para sa mga kababaihan)
Persons with Disabilities (PWD) Welfare

Program
FSSiii. 1 2 1 2 1 2 1 2
(Programa para sa mga indibidwal na may
kapansanan)
Older Persons / Senior Citizens Program

FSSiv. 1 2 1 2 1 2 1 2
(Programa para sa mga senior citizens)
Family and Community Welfare Program

FSSv. 1 2 1 2 1 2 1 2
(Programa para sa pamilya at komunidad)
Programs for Internally Displaced Persons

(Programa para sa mga mamayang lumikas
FSSvi. sa kanilang orihinal na komunidad dahil sa 1 2 1 2 1 2 1 2
sakuna, kawalan ng kabuhayan, militarisasyon
atbp)
11

G. GOVERNANCE AND RESPONSE
Pag-usapan naman po natin ang pagtugon ng lokal na pamahalaan/opisyal sa mga serbisyo na kanilang direktang
pinangangasiwaan sa nakalipas na 12 buwan. Now let us talk about the management and response of your local
government/officials to the basic services in your locality during the past 12 months.
FOR QUESTIONS G1-G4, RECORD THEIR RESPONSES ON THE ANSWER GIRD ON (PAGE 15). THEN RETURN TO THIS PAGE
FOR G5.
G1. Sa inyong pagkakaalam, anu-ano ang mga programa, serbisyo o transaksyong isinasagawa sa inyong lokal na
pamahalaan? (Based on what you know, what are the services/transactions delivered by your local government?)
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO G7
FOR EACH PROGRAM THAT RESPONDENT IS AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER
UNDER D8 OF THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK G2-G4, THEN GO TO G5.
G2. Napakinabangan ba ninyo o ng sino mang miyembro ng inyong sambahayan ang (STATE SERVICE) sa nakalipas na 12
na buwan? Did you or any of your household members avail of (state service) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO G3-G4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO G2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID
THEY WERE AWARE OF.
G2.1. Bakit hindi ninyo napakinabangan ang (STATE SERVICE)?

G3. Kayo po ba ay nasiyahan o hindi nasiyahan sa naibigay na serbisyo ng pamahalaang lokal sa (STATE SERVICE)?
Were you satisfied or not with (service/program) that you have availed?
IF SATISFIED, ASK (REASON) G3.1, OTHERWISE ASK (REASON) G3.2; FOR EITHER RESPONSE, PROCEED TO G4.
G3.1. Bakit kayo nasiyahan sa (STATE SERVICE)?

G3.2. Maari po bang malaman kung bakit kayo hindi nasiyahan sa (STATE SERVICE)?
G4. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
(STATE THE SERVICE/PROGRAM)? Would you say that the (service/program) needs or does not need appropriate action
from your local government?
UNDER G2-G4 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
G5. Kayo ba ay nasiyahan o hindi nasiyahan sa kabuuang serbisyong/programang may kinalaman sa governance and
response na binigay ng inyong lokal na pamahalaan? On the overall, were you satisfied or not with the governance and
response services provided by your local government?
Hindi nasiyahan (Not Satisfied) 2
G6. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkabuuang serbisyong/programang may kinalaman sa governance and response? On the overall, would you say that
governance and response services/programs need or do not need appropriate action from the local government?
G7. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong lokal na pamahalaan para mas mapabuti ang
kanilang pagtugon sa mga transaksyong or serbisyong nabanggit? In your opinion, what should your local government
primarily do to improve its response to transactions or services mentioned?
12

ANSWER GRID FOR G. GOVERNANCE AND RESPONSE
G1 G2 G3 REASONS G4
Awareness Availment Assessment (G2.1 / G3.1 / G3.2) (program service…)
(Whether PR had a (Of response to Needs Action
CODES Governance and Response Services/ Programs (Of program/
transaction or not/ transaction/ of
service/transaction) Availed program or not)
Program)
Delivery of Frontline services (retrieval of birth and
GGPi. 1 2 1 2 1 2 1 2
marriage certificates, public records, land titles, etc)
Local government’s response or action on complaints

GGPii. 1 2 1 2 1 2 1 2
against an office, official or personnel of the LGU
Mobile LGU services/ Provision of municipal services
to the barangays
GGPiii. 1 2 1 2 1 2 1 2
(Paglalapit ng mga serbisyo ng munisipyo sa mga
barangay o sa mga komunidad)
Conflict and dispute resolution in the barangays
GGPiv. 1 2 1 2 1 2 1 2
(Pag-aayos ng mga alitan sa komunidad)

Safety-related incidents
GGPv. (Nasa oras na pagresponde sa insidenteng may 1 2 1 2 1 2 1 2
kinalaman sa kaayusan, kapayapaan, kaligtasan ng
komunidad)
Traffic Management
GGPvi. 1 2 1 2 1 2 1 2
(Pagpapanatili ng maayos na daloy ng trapiko)
Disaster Risk Reduction and Management

GGPvii. (Serbisyo sa paghahanda, pagtugon at pagbangon 1 2 1 2 1 2 1 2
mula sa epekto ng mga sakuna/ kalamidad)
Public Information Services
(Pabatid, patalastas o anunsyo ukol sa mga gawain at
GGPviii. 1 2 1 2 1 2 1 2
serbisyo ng pamahalaang lokal at mahahalagang
pangyayari sa komunidad)
13

PEACE AND ORDER
G8. Sa inyong pagkakaalam, may mga krimen bang naganap dito sa inyong bayan sa nakalipas na 12 buwan?
To your knowledge, has there been any crime committed in your municipality in the past 12 months?
Oo, mayroon (Yes) 1

Wala (None) 2 →GO TO G10
G9. Sa inyong pagkakaalam, anu-anong mga krimen ang naganap dito sa inyong lugar?
To your knowledge, what were the crimes committed here in your locality?
UNAIDED/ DO NOT READ, MULTIPLE RESPONSE

G9
CODE Crimes Prevalent crimes
POi. Drug Trafficking (pangangalakal ng ipinagbabawal na gamot) 1
POii. Murder/ Homicide / Parricide (pagpatay sa kapwa tao) 2
POiii. Mauling/physical injury (pananakit) 3
POiv. Rape (panggagahasa) 4
POv. Extortion (pangingikil) 5
POvi. Kidnapping / illegal detention 6
POvii. Human Trafficking (pangangalakal ng tao) 7
POviii. Robbery / Theft (pagnanakaw) 8
POix. Cattle rustling (pang-aagaw ng baka, kalabaw, kabayo, atbp.) 9
POx. Car jacking (carnapping) 10
POxi. Destruction of property (e.g. arson) 11
POxii. Estafa/fraud (panlilinlang o pandaraya) 12
POxiii. Others (specify) 99
DISASTER MANAGEMENT
G10. Nakaranas ba kayo o ang inyong komunidad ng G12. May tumugon ba sa pangangailangan
anumang sakuna/kalamidad sa nakalipas na 12 ng mga naapektuhan ng sakuna/kalamidad?
Did anyone respond to the victims of the
buwan? Did you or your community experienced any
disaster/calamity?
disaster/calamity in the past 12 months?
Oo (Yes) 1 Mayroon (Yes) 1
Hindi (No) 2 →GO TO H1 Wala (No) 2 →GO TO H1
G11. Ano po ang pinakamalubhang sakuna/kalamidad G15. Kung mayroon, sino po ang unang tumugon sa
ang naranasan ninyo o ng inyong komunidad sa pangangailangan ng mga naapektuhan?
nakalipas na 12 buwan? What was the worst Who responded first to the needs of those affected?
disaster/ calamity that you or your community experienced (SINGLE RESPONSE ONLY)
in the past 12 months?
Barangay ......................................................... 1
Typhoon ................................... 1 Muncipal Gov’t .....................................................2
Flood ........................................ 2 Provincial Gov’t ....................................................3
Landslide ................................. 3 National Gov’t .................................................. 4
Fire .......................................... 4 Non-government sector (incl. NGOs, relief,
Earthquake .............................. 5 volunteer, media, religious groups, etc.) ................5
Drought .................................... 6 Others (Specify) ................................................. 99
Others 99
G16. Bago mangyari ang nasabing kalamidad,
DON’T READ CATEGORIES. ACCEPT ONLY ONE ANSWER. IF
RESPONDENT GIVES MORE THAN ONE, ASK WHICH WAS
nakatanggap ba kayo ng anumang anunsyo o
CONSIDERED THE WORST IN TERMS OF IMPACT? paunang paghahanda mula sa lokal na
pamahalaan?
Before the calamity, did you receive any warning,
information or any form of preparation from the local
government?
Oo (Yes) 1
Hindi (No) 2
14
H. PUBLIC WORKS AND INFRASTRUCTURE
Pag-usapan naman po natin ang mga pagawaing bayan at proyektong pang-imprastruktura sa inyong lugar sa nakalipas na
12 buwan. Now let us talk aboutthe public works and infrastructure in your locality during the past 12 months.
H1. Sa inyong pagkakaalam, anu-ano ang mga imprastrukturang pinapanatili/pinagagawa/isinasaayos ng inyong lokal na
pamahalaan? Based on what you know, what are the public works and infrastructure being constructed/repaired/maintained by
your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO H7.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER UNDER H1 OF
THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK H2-H4, THEN GO TO H5.
H2. Napakinabangan ba ninyo o ng sino mang miyembro ng inyong sambahayan ang (STATE INFRASTRUCTURE) sa
nakalipas na 12 na buwan? Did you or any of your household members benefited from (state service) in the past 12 months?
IF BENEFITED FROM THE SERVICE/PROGRAM, PROCEED TO H3-H4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT
IF DID NOT BENEFIT FROM THE PROGRAM/SERVICE, PROCEED TO H2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID
THEY WERE AWARE OF.
H2.1. Bakit hindi ninyo pinakinabangan o napakinabangan ang (STATE INFRASTRUCTURE)?

Why were you not able to avail of or benefit from (state infrastructure)?
H3. Kayo po ba ay nasiyahan o hindi nasiyahan sa proyektong pang-imprastruktura tulad ng (mention the infrastructure
availed of)? Were you satisfied or not with the (STATE INFRASTRUCTURE) by your local government?
IF SATISFIED, ASK (REASON) H3.1, OTHERWISE ASK (REASON) H3.2; FOR EITHER RESPONSE, PROCEED TO H4.
H3.1. Bakit kayo nasiyahan sa (STATE INFRASTRUCTURE)?

Why were you satisfied with the (state infrastructure)?
H3.2. Bakit kayo hindi nasiyahan sa (STATE INFRASTRUCTURE)?

Why were you not satisfied with (state insfrastructure)?
H4. Masasabi niyo bang kailangan o hindi kailangan bigyan ng karampatang aksyon ng pamahalaang lokal ang (STATE
THE INFRASTRUCTURE)? Would you say that the (infrastructure) needs or does not need appropriate action from your local
government?
UNDER H2-H4 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
H5. Kayo ba ay nasiyahan o hindi nasiyahan sa pangkalahatang proyektong pang-imprastruktura na pinapanatili,

isinasaayos/ pinagagawa ng inyong lokal na pamahalaan? On the overall, were you satisfied or not with the public works
and infrastructure maintained, repaired o constructed by your local government?
H6. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkalahatang proyektong pang-imprastruktura sa inyong bayan? On the overall, would you say that public works and
infrastructure programs need or do not need appropriate action from the local government?
H7. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong pamahalaang lokal para mas mapabuti ang mga
proyektong pang-imprastruktura sa inyong bayan? (In your opinion, what should the local government primarily do to improve
the public works and infrastructure in your municipality?)
15

ANSWER GRID FOR H. PUBLIC WORKS AND INFRASTRUCTURE
H1 H2 H4
Awareness H3
Availment Satisfaction Needs Action
(On Construction/ REASONS
(Benefited from CMR (Of public works and
CODES Public Works and Infrastructure Maintenance/ (CMR of
Rehabilitation
of Infrastructure/
infrastructure) (H2.1 / H3.1 / H3.2) infrastructure)
Utilized facilities) Read ALL
[CMR])
HPIi.A Barangay roads 1 2 1 2 1 2 1 2
HPIi.B Municipal roads and bridges 1 2 1 2 1 2 1 2
HPIii. Barangay hall 1 2 1 2 1 2 1 2
HPIiii. Multipurpose halls or civic centers 1 2 1 2 1 2 1 2
Public markets and satellite markets

HPIiv. 1 2 1 2 1 2 1 2
(Palengke)
HPIv. Public parks and open spaces 1 2 1 2 1 2 1 2
Road Safety
HPIvi. 1 2 1 2 1 2 1 2
(Traffic signals, road signs and street lights)
HPIvii. Sports centers and facilities 1 2 1 2 1 2 1 2
HPIviii. Information and reading center (public library) 1 2 1 2 1 2 1 2
Municipal Government Buildings

HPIix. 1 2 1 2 1 2 1 2
(Munisipyo o bahay pamahalaan)
Public Cemetery
HPIx. 1 2 1 2 1 2 1 2
(Pampublikong sementeryo)
Flood Control Management System
HPIxi. 1 2 1 2 1 2 1 2
(Seawalls, dikes and drainage)
16
I. ENVIRONMENTAL MANAGEMENT
Pag-usapan naman po natin ang mga programang pangkapaligiran na ipinatutupad ng inyong pamahalaang lokal sa nakalipas
na 12 buwan. Now let us talk about the environmental programs implemented by your local government in the past 12 months.
I1. Sa inyong pagkakaalam, anu-anong mga programang pangkapaligiran ang ipinatutupad ng inyong pamahalaang lokal?
Based on what you know, what are the environmental programs being implemented by your local government?
MULTIPLE RESPONSE: MENTION EACH PROGRAM ONE BY ONE. IF NOT AWARE OF ANY PROGRAM, GO TO I7.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER UNDER I1 OF
THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT SAID THEY WERE AWARE OF, ASK I2-I4, THEN GO TO I5.
I2. Napakinabangan ba ninyo o ng sino man sa inyong sambahayan ang (STATE SERVICE) sa nakalipas na 12 na buwan?
Did you or any of your household members avail of (state service) in the past 12 months? (READ THE PROGRAMS THAT THE
RESPONDENT HAVE AVAILED OF OR HAVE BENEFITED FROM; MULTIPLE RESPONSE)
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO I3-I4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT SAID
THEY WERE AWARE OF.
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO I2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID THEY
WERE AWARE OF.
I2.1. Maari po bang malaman kung bakit hindi ninyo napakinabangan ang (STATE SERVICE)?
I3. Kayo po ba ay nasiyahan o hindi nasiyahan sa pagpapatupad ng lokal na pamahalaan sa (STATE SERVICE)?
Were you satisfied or not satisfied with the implementation of the said environmental program(s)?
IF SATISFIED, ASK (REASON) I3.1, OTHERWISE ASK (REASON) I3.2; FOR EITHER RESPONSE, PROCEED TO I4.
I3.1. Bakit kayo nasiyahan sa (STATE SERVICE)?

Why were you satisfied with (STATE THE SERVICE)?
I3.2. Bakit kayo hindi nasiyahan sa (STATE SERVICE)?

Why were you not satisfied with (STATE THE SERVICE)?
I4. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal ng pamahalaan ang (STATE
SERVICE)? State whether the (environmental program/service) needs or does not need appropriate action from your local
government?
UNDER I2-I4 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
I5. Kayo ba ay nasiyahan o hindi nasiyahan sa kabuuang serbisyong pangkapaligiran na binigay ng inyong lokal na
pamahalaan? On the overall, were you satisfied or not with the evironmental management services provided by your local
government?
I6. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkabuuang serbisyong pangkapaligiran? On the overall, would you say that the environmental management
services/programs need or do not need appropriate action from the local government?
I7. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong lokal pamahalaan para mas mapabuti ang mga
programang pangkapaligiran sa inyong lugar? In your opinion, what should the local government primarily do to improve the
environmental programs in your municipality?
17

ANSWER GRID FOR I. ENVIRONMENTAL MANAGEMENT
I2 I4
I1 I3 (Of program/
Availment REASONS
Awareness (Benefited from Satisfaction service)
CODES Environmental Management (Of program/ program/service) (Of program/ (I2.1 / I3.1 / I3.2) Needs Action
service) service)
Community-based greening projects

IEMi. (Pagpapanatili ng mapuno at/o luntiang paligid 1 2 1 2 1 2 1 2
sa komunidad)
Air Pollution Control Program

IEMii. 1 2 1 2 1 2 1 2
(Pagpapanatili ng malinis at ligtas na hangin)
Solid Waste Management

IEMiii. (Pamamahala ng basura tulad ng garbage 1 2 1 2 1 2 1 2
collection, segregation at recycling)
Waste Water Management

(Sewerage/septage system o pagpapanatili ng
IEMiv. wastong daluyan ng maruming tubig; 1 2 1 2 1 2 1 2
paghihigop ng mga septic tank, water
treatment)
Clean-up Programs/Projects
IEMv. (Paglilinis sa mga pook at mga anyong tubig; 1 2 1 2 1 2 1 2
tulad ng adopt-an-estero/waterbody program)
18

Solid Waste Management
I8. Paano ninyo dinidispatsa ang inyong basura? How do you dispose of your garbage? (MULTIPLE RESPONSE)
Kinokolekta ang basura (Collect) 1 – (GO TO I9; FOR OTHER ANSWERS, PROCEED TO J1)
Sinusunog (Burn) 2
Binabaon sa hukay (Bury) 3
Tinatapon sa isang lugar sa pamayanan (Throw) 4
Iba pa (Pakitukoy) 99
I9. Sino po ang pangunahing kumukolekta ng inyong basura? Who is the MAIN collector of your garbage?
Kolektor ng basura ng bayan (Municipality) 1
Kolektor ng basura ng barangay (Barangay) 2
Pribadong kolektor (Private collector) 3
I10. Ginagawa po ba ninyo ang waste segregation o ang paghihiwalay ng nabubulok sa hindi nabubulok na basura?
Do you practice waste segregation; i.e., segragating biodegradable from non-biodegradable waste?
Oo (Yes) 1
Hindi (No) 2
I11. Gaano kadalas po ang pagkokolekta ng inyong basura? How often is your garbage collected?
Araw araw (Everyday) 1
Tatlong beses sa isang linggo (3x a week) 2
Dalawang beses sa isang linggo (2x a week) 3
Isang beses sa isang linggo (Once a week) 4
19

J. ECONOMIC AND INVESTMENT PROMOTION
Ngayon dumako naman po tayo sa mga programa/ serbisyong may kinalaman sa pagpapalago ng lokal na ekonomiya at
pamumuhunan sa inyong lugar sa nakalipas na 12 buwan. Now let us talk about the tourism promotion services in your locality
during the 12 months.
J1. Sa inyong pagkakaalam, anu-ano ang mga programa o serbisyong ginagawa ng inyong lokal na pamahalaan upang
palaguin ang lokal na ekonomiya at pamumuhunan? Based on what you are aware of, what are the economic and
investment promotion services being implemented by your local government?
GO TO J7.
FOR EACH PROGRAM/ SERVICE AWARE OF, ENCIRCLE THE NUMBER CORRESPONDING TO THE RESPONDENT’S ANSWER UNDER J1 OF
THE ANSWER GRID. FOR EACH PROGRAM/SERVICE THAT THE RESPONDENT IS AWARE OF, ASK J2-J4, THEN GO TO J5.
J2. Napakinabangan ba ninyo o ng sinuman sa inyong sambahayan ang (STATE SERVICE) sa nakalipas na 12 na buwan?
Did you or any of your household members avail of (STATE SERVICE) in the past 12 months?
IF AVAILED OF THE SERVICE/PROGRAM, PROCEED TO J3-J4, THEN PROCEED TO THE NEXT PROGRAM/SERVICE THE RESPONDENT
IF DID NOT AVAIL OF THE PROGRAM/SERVICE, PROCEED TO J2.1, THEN PROCEED TO THE NEXT SERVICE THE RESPONDENT SAID THEY
WERE AWARE OF.
J2.1. Maari po bang malaman kung bakit hindi ninyo napakinabangan ang (STATE SERVICE)?
J3. Kayo po ba ay nasiyahan o hindi nasiyahan sa (STATE SERVICE)? Were you satisfied or not satisfied with the (state the
service availed of)?
IF SATISFIED, ASK (REASON) J3.1, OTHERWISE ASK (REASON) J3.2; FOR EITHER RESPONSE, PROCEED TO J4.
J3.1. Bakit kayo nasiyahan sa (STATE SERVICE)?

Why were you satisfied with (state service)?
J3.2. Bakit kayo hindi nasiyahan sa (STATE SERVICE)?

J4. Masasabi niyo bang kailangan o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
(STATE THE SERVICE)? Would you say that the (service/program) needs or does not need appropriate action from your local
government?
UNDER J2-J4 OF THE ANSWER GRID, ENCIRCLE THE NUMBERS CORRESPONDING TO THE RESPONDENT’S ANSWERS.
J5. Kayo ba ay nasiyahan o hindi nasiyahan sa kabuuang serbisyo sa pagpapalago ng ekonomiya at pamumuhunan na
binigay ng inyong pamahalaang lokal? On the overall, were you satisfied or not with the economic and invesment promotion
programs/services provided by your local government?
J6. Sa inyong palagay, kailangan ba o hindi kailangang bigyan ng karampatang aksyon ng lokal na pamahalaan ang
pangkabuuang serbisyong/programang pagpapalago ng ekonomiya at pamumuhunan? On the overall, would you say that
the economic and investment promotion programs/services need or do not need appropriate action from the local government?
J7. Sa inyong pananaw, ano ang pangunahing dapat gawin ng inyong lokal na pamahalaan para mas mapabuti ang mga
programa o serbisyong may kinalaman sa pagpapalago ng ekonomiya at pamumuhunan sa inyong bayan?
In your opinion, what should your local government primarily do to improve services related to economic and investment promotion
in your municipality?
20
ANSWER GRID FOR J. ECONOMIC AND INVESTMENT PROMOTION
J2
J1 Availment J3 J4
Awareness (Benefited from the Satisfaction REASONS (Of program/
CODES PROGRAMS AND SERVICES (Of program/ implementation/ (Of program/ (J2.1 / J3.1 / J3.2) service)
service) Covered by the service) Needs Action
program
Employment, Livelihood and Business
Promotion
Public Employment Services
JEEi. (Mga serbisyong naguugnay sa mga negosyo at sa 1 2 1 2 1 2 1 2
mga nangangailangan ng trabaho)
Regulation and supervision of businesses

JEEii. 1 2 1 2 1 2 1 2
(Regulasyon ng mga negosyo)
Promotion of Barangay Micro Business Enterprises

JEEiii. (Programang nanghihikayat sa mga maliliit na 1 2 1 2 1 2 1 2
negosyo at pamumuhunan)
JEEiv. Livelihood Programs (Proyektong pangkabuhayan) 1 2 1 2 1 2 1 2

Tourism Promotion
Development and maintenance of tourist attractions
and facilities
JETi. 1 2 1 2 1 2 1 2
(Pagpapaunlad at pagpapanatili ng mga pook
panturismo at mga pasilidad)
Product/Brand marketing and promotion of local

JETii. 1 2 1 2 1 2 1 2
goods and tourist attractions
Investment promotion activities such as trade fairs,

JETiii. 1 2 1 2 1 2 1 2
fiestas, business events and similar events
Organization, accreditation and training of tourism-

JETiv. 1 2 1 2 1 2 1 2
related concessions.
21

J2 J4
J1 Availment J3 (Of program/
Awareness (Benefited from the Satisfaction REASONS service)
CODES PROGRAMS AND SERVICES (Of program/ implementation/ (Of program/ (J2.1 / J3.1 / J3.2) Needs Action
service) Covered by the service)
program
Agricultural Support
Assistance in Agricultural Production
Organization and development of farmers,
JEAi.
fishermen and their cooperatives 1 2 1 2 1 2 1 2
Access to irrigation facilities or equipment
JEAii.
(Akses sa irigasyon o makinarya sa patubig) 1 2 1 2 1 2 1 2
Prevention and control of plant and animal

pests and diseases; fish kills and diseases
JEAiii. 1 2 1 2 1 2 1 2
(Pagsugpo ng mga peste sa mga pananim at
alagang hayop; pag-iwas sa fishkill)
Distribution of planting/farming/fishing materials
and/or equipment
(Pamamahagi ng mga materyales at kagamitan
JEAiv. 1 2 1 2 1 2 1 2
sa pagtatanim/pangingisda tulad ng punla,
pataba, traktora, fingerlings, fishnets, mga
bangka, atbp)
Access to facilities that promote agricultural
JEAv. production such as fish hatcheries and 1 2 1 2 1 2 1 2
breeding stations
Water and soil resource utilization and
JEAvi. 1 2 1 2 1 2 1 2
conservation projects
Post-Harvest facilities such as crop dryers,
JEAvii. 1 2 1 2 1 2 1 2
slaughter houses or fish processing facilities
Accessible farm harvest buying/trading stations
(Bagsakan station o bentahan ng mga lokal na
JEAviii. 1 2 1 2 1 2 1 2
ani mula sa sakahan o huli mula sa palaisdaan,
linked by farm-to-market roads)
JEAix. Enforcement of fishery laws in municipal waters 1 2 1 2 1 2 1 2
22
K. PERCEPTION OF CORRUPTION
K1. Sa nakalipas na 12 na buwan, nakaranas o nakasaksi ba kayo (o ang sinuman sa mga miyembro ng inyong kasambahayan)
ng anumang gawain ng sinumang opisyal o kawani ng inyong pamahalaang bayan o barangay na maari ninyong masabing
isang uri ng korapsyon? In the past 12 months, did you (or any of your household members) experience or encounter any practice
of your municipal or barangay officials that you would consider as a form of corruption?
Oo (Yes) 1 → GO TO K2
Hindi (No) 2 → GO TO NEXT SECTION
K2. Ano ang partikular na gawain ang inyong naranasan o nasaksihan? What practice of municipal officials or staff did you
experience or encounter?
PROBE FOR THE PARTICULAR SERVICE AVAILED. MAKE SURE FIRST-HAND EXPERIENCE FROM THE RESPONDENT OR ANY MEMBER OF
THE HOUSEHOLD IS BEING PROVIDED. HEARSAYS ARE NOT VALID AS RESPONSE.
K3. Idinulog ba ninyo sa sinumang awtoridad sa pamahalaan ang inyong nasaksihan o naranasan? Did you report your
experience to any government authority?
Oo (Yes) 1 → GO TO K5
Hindi (No) 2 → GO TO K4
K4. Ano ang pangunahing dahilan bakit hindi ninyo naidulog/idinulog ang inyong naranasan o nasaksihan? What primarily
prevented you from reporting the incident?
Ginagawa ito ng iba o ng karamihan. (Everyone is doing it). 1

Normal/tanggap na itong gawain. (This has become normal practice/SOP.) 2
Ikinakatakot ko ang pagdulog. (I fear for my own safety to report to the authorities.) 3
Nakapagpabilis ito ng transaksyon. (It made transactions faster or easier.) 4
Walang mangyayari kung ito ay idudulog. (Reporting would not solve the problem.) 5
No Reason (DO NOT READ) 97
Other: 99
K5. Tumugon ba ang mga awtoridad sa inyong idinulog? Did the authorities respond to your complaint?
Oo (Yes) 1
Hindi (No) 2
23

L. CITIZEN’S ATTITUDE TOWARD THE LOCAL GOVERNMENT
L1. Sabihin kung kayo ay sumasang-ayon o hindi sumasang-ayon sa mga sumusunod na pahayag.
State whether you agree or disagree on the following statements.
Sumasang-ayon (Agree) 1
Hindi sumasang-ayon (Disagree) 2
CODE Item Agree Disagree
Masasabi ko, nang walang takot sa aking kaligtasan, ang aking hinaing tungkol sa
LATi. lokal na pamahalaan o mga opisyal nito. I can declare my complaints about the local 1 2
government and its officials without being afraid for my safety.
Pantay na nakikinabang ang mga mamamayan sa mga serbisyo mula sa lokal na

LATii. pamahalaan. Rich or poor, citizens in our place have fair access to services from the local 1 2
government.
May mabuting maidudulot ang pagdulog ng mga lokal na problema o isyu sa mga
LATiii. kinauukulan. Something good will come out of presenting local problems and issues to 1 2
authorities.
LATiv. Irerekomenda ko sa aking mga kaibigan na manirahan sa aming bayan. 1 2

I will recommend to friends from other localities to transfer their residence in our municipality.
Naniniwala akong maisasaayos ng mga awtoridad ang anumang suliranin sa aming

LATv. 1 2
lugar. I believe that any problem will be solved by the authorities in our locality.
LATvi. Ang [LGU] ay patungo sa layuning maging (MENTION LGU VISION) 1 2

The [LGU] is moving towards the direction of (VISION)
LATvii. Ang [LGU] ay ginagawa ang makakaya nito upang… (Mention LGU MISSION) 1 2
The [LGU] is doing its part in… (MISSION STATEMENT)
LATviii. Malaki ang aking pakinabang mula sa mga serbisyo ng aming lokal na pamahalaan. 1 2
I greatly benefit from the services provided by our local government.
Ang buwis at iba pang bayaring kinokolekta ng pamahalaang lokal ay sumasalamin

LATix. sa kalidad ng programa at serbisyong kanilang ibinibigay. Taxes and fees collected by 1 2
the local government fairly reflect the quality of local programs and services it provides.
Ipinagmamalaki kong ako ay residente ng (Name of LGU).

LATx. 1 2
I am proud to say that I am a resident of (Name of LGU).
L2. Sa susunod na limang taon, mas pipiliin niyo po bang manatili sa inyong bayan o lumipat sa iba?
(In the next five years, will you choose to stay in your current municipality or transfer to another one?)
Manatili (Stay) 1 GO TO L3
Lumipat (Transfer) 2 GO TO L4
L3. Ano ang pangunahing dahilan at nais ninyong manatili sa (LGU)?

(What is your primary consideration/reason regarding your decision to stay?)
[WRITE IN VERBATIM; PROBE FOR THE PRIMARY REASON IN CASE OF MULTIPLE RESPONSES]
L4. Ano ang pangunahing dahilan at nais ninyong umalis ng (LGU)?

(What is your primary consideration/reason regarding your decision to leave?)
[WRITE IN VERBATIM; PROBE FOR THE PRIMARY REASON IN CASE OF MULTIPLE RESPONSES]
24

M. CITIZEN’S OVERALL RATINGS
M1. Sa pangkalahatan, kayo ba ay nasiyahan o hindi nasiyahan sa mga serbisyong ipinatupad ng inyong lokal na
pamahalaan sa nakalipas na 12 buwan? In your opinion, were you satisfied or not with the overall services given by your local
government in the past 12 months?
Hindi nasiyahan (Dissatisfied) 2
M2. Sa inyong pananaw, kailangan bang bigyan ng karampatang aksyon ng pamahalaang lokal ang mga serbisyong
ipinatutupad nito? On the overall, would you say that local programs/ services need or do not need appropriate action from the
local government?
M3. Kung ikukumpara sa nakaraang taon, masasabi ba ninyo na ang kalidad ng mga buhay sa bayan ng (LGU) ay
(READ CHOICES)? Would you say that your life in (LGU) has (READ CHOICES) in the past year?
Mas mabuti (Improved) 1

Mas lumubha (Worsened) 2
Hindi masabi kung bumuti o lumubha (Cannot say if improved or worsened) 3
M4. Alin sa mga sumusunod na serbisyong hindi o hindi pa ipinapatupad ng inyong lokal na
pamahalaan ang sa tingin ninyo dapat ipatupad? (READ LIST BELOW) Which among the following
services that are not being implemented do you think are needed to be implemented by your municipal government?
(READ LIST BELOW)
Code Services Yes No

1 2
1 2
1 2
[TO INTERVIEWER: PROCEED TO SECTIONS A & B (PAGES 2-3), CONTROLS (PAGE 1)]

ANNEX O:
TECHNICAL NOTES
I. HEALTH SERVICES
Code Item Remarks, Examples, Manifestations in Local Context

Any of the following:
Vaccination for infants/children
DHSi. Vaccination for Polio, Hepatitis-B, Tuberculosis/primary complex,
(Pagbabakuna sa mga sanggol at mga bata)
Measles, DPT (diphtheria, pertussis and tetanus)
Checkups for pregnant women, Child birth delivery, vitamins,

DHSii. Pre-natal/post-natal/child birth services
newborn checkups, new born weighing, new born screening, etc.
Consultations and referrals for coughs, cold, fevers, animal bites,

Free General Consultations/Access to
allergies
DHSiii. secondary and/or tertiary health Care
(Libreng konsultasyong medikal o hospitalisasyon)
Secondary/Tertiary: hospitalization, specialized health care services
Free Basic Medicine or Low-Cost Medicine

DHSiv. Provision of free basic medicines, Botika ng Barangay (BnB)
Program (Libreng gamot o diskwento sa mga gamot)
Examples:
Communicable: TB-DOTS, awareness, prevention and
management programs for TB, influenza, HIV/STI, hepatatitis,
Prevention and management of
malaria and polio, etc.
DHSv. Communicable and Non-Communicable
Diseases
Non-Communicable: Healthy Lifestyle Programs, Dengue
prevention programs, awareness and prevention of respiratory
diseases
Examples: Oral Examination/checkup, prophylaxis (cleaning), tooth

DHSvi. Basic dental/oral hygiene extraction, fillings, awareness campaign and dental health
instruction and referrals
Family Planning / Reproductive Health Distribution of reproductive health supplies, information

DHSvii. Distribution of reproductive health supplies, dissemination, conduct of family planning seminars and other
information dissemination and other services services

II. SUPPORT TO EDUCATION
Provision of medical and/or nutritional services to

Salaries for nurses and doctors; medical supplies; basic
EBSi. school clinics (Serbisyong pangkalusugan sa mga
medicine, supplemental feeding
kilinika sa loob ng paaralan)
Sports programs and activities Conduct of Palarong Bayan and representation of delegates to
EBSii.
(Programa sa palakasan) higher levels
Scholarships and other assistance programs for

Scholarships and stipends; school materials assistance to
EBSiii. students (Mga scholarships at iba pang uri ng suporta
students
para sa mga mag-aaral)
Alternative Learning System and / or other Special Alternative Learning Systems, special education programs
EBSiv. Education Programs (Alternatibong Sistema ng and curriculum and adult education, salaries of supplementary
Pagkatuto at iba pang katulad na programa) teachers
III. SOCIAL WELFARE SERVICES

Day care service/center, supplementary feeding program,
community-based services for street children, children in
Child and Youth Welfare Program conflict with the law (CICL), victims of drug abuse, child-
FSSi.
(Mga programang para sa kabataan) trafficking and prostitution; services for children in armed
conflict, drug abuse prevention program, government
internship program, adoption
Maternal and child care, women's desks, women and

Women’s Welfare Program
FSSii. children's assistance program, rape crisis centers, productivity
(Mga programang para sa kababaihan)
skills capacity building
Persons with Disabilities (PWD) Welfare Program PWD awareness activities, Magna Carta of PWD-related
FSSiii. (Programa para sa mga indibidwal na may programs, discounts, Self and social enhancement service,
kapansanan) referral services, training and employment support services
Home-care support and/or residential care services, added

Older Persons / Senior Citizens Program value services and discounts, issuance of Senior Citizen
FSSiv.
(Programa para sa mga senior citizens) cards, social pension for indigent senior citizens and other
special support services
Pre-marriage and marriage counseling, parent effectiveness

Family and Community Welfare Program services, social services for solo parent, program for
FSSv.
(Programa para sa pamilya at komunidad) deportees, Empowerment and Reaffirmation of Paternal
Abilities (ERPAT)
Programs for Internally Displaced Persons

(Programa para sa mga mamamayang lumikas sa Food/Cash for Work, emergency shelter assistance, core
FSSvi.
kanilang orihinal na komunidad dahil sa sakuna, shelter assistance, Balik Probinsya, crisis intervention
kawalan ng kabuhayan, militarisasyon, atbp.)

IV. GOVERNANCE AND RESPONSE

Civil Registry: birth, marriage, death; Building, Occupancy,
Delivery of Frontline services
and Electrical Permits; Business Permit/ Mayor's Permit;
GGPi. (retrieval of birth and marriage certificates, public
Real Property Tax Transactions; Health Certificate and
records, land titles, etc.)
Sanitary Permits
Local government’s response or action on

Includes all modes of grievance/grievance system e.g.
GGPii. complaints against an office, official or personnel
suggestion box, grievance desks, etc.
of the LGU
Mobile LGU services; Provision of municipal

services to the barangays (Mobile services) Temporary satellite offices of frontline services to the
GGPiii.
(Paglalapit ng mga serbisyo ng munisipyo sa mga barangays ie: registrar’s office
barangay o sa mga komunidad)
Services by the Katarungang Pambarangay, Lupong

Conflict and dispute resolution in the barangays
GGPiv. Tagapamayapa includes mediation, arbitration and amicable
(Pag-aayos ng mga alitan sa komunidad)
settlement of conflict

Safety-related incidents Services of the Barangay Peace Action Teams, Police Force
GGPv. (Nasa oras na pagresponde sa insidenteng may
and Response to fire incidents
kinalaman sa kaayusan, kapayapaan, kaligtasan ng
komunidad)
Traffic Management
GGPvi. (Pagpapanatili ng maayos na daloy ng trapiko sa mga Traffic enforcement
komunidad)
Disaster Risk Reduction and Management

(Serbisyo sa paghahanda, paghumpay, pagtugon at Mitigation and Preparedness before-, Response during-,
GGPvii.
pagsasaayos/pagbangon mula sa epekto ng mga Rehabilitation after-disasters/calamities
sakuna/kalamidad)
Efforts in making the LGU’s programs and services known to

Public Information Services the public thru information, education, and communication
GGPviii. (Mga serbisyong nagpapaalam ng mga gawain at mga
serbisyo ng local na pamahalaan)
(IEC) materials – newspapers, tabloids, posters, flyers,
billboard, etc., radio, internet/social media, etc.

V. PUBLIC WORKS AND INFRASTRUCTURE

HPIi.A Barangay roads
Construction or rehabilitation, and/or maintenance
HPIi.B Municipal roads and bridges
Support to construction or rehabilitation, and/or maintenance
HPIii. Barangay Hall
of barangay halls under the municipality’s jurisdiction
HPIiii. Multipurpose halls or civic centers

Public markets and satellite markets
HPIiv. Wet and dry markets, satellite markets, flea markets/talipapa
(Palengke)
Sports center & sports facilities and equipment, cultural center
HPIv. Public parks and open spaces
(museums), freedom parks and open spaces/playground
Road Safety Street lights, road signs and line markings near schools,
HPIvi.
(Traffic signals, road signs and street lights) allowable speed limits in barangay and local roads, etc.);
HPIvii. Sports centers and facilities
Municipal library, municipal reading centers; can be located
HPIviii. Information and reading center (public library)
within or outside of schools
Municipal Government Buildings
HPIix.
(Munisipyo o bahay pamahalaan)
Public Cemetery
HPIx. (Pampublikong sementeryo)
Flood Control Management System
HPIxi.
(Seawalls, dikes, drainage and sewerage)
VI. ENVIRONMENTAL MANAGEMENT

Community-based greening projects Includes tree-planting activities/forestry projects/establishment
IEMi. (Pagpapanatili ng mapuno at/o luntiang paligid sa
komunidad)
of tree parks; urban greening
Pollution Control Program Programs/efforts to control air pollution such as issuance of

IEMii.
(Pagpapanatili ng malinis at ligtas na hangin) anti-smoke belching and/or anti-smoking ordinance, etc.
Solid Waste Management Plastic ban implementation, establishment of Material

IEMiii. (Pamamahala ng basura tulad ng garbage collection,
segregation, at recycling)
Recovery Facilities (MRFs), solid landfills, etc.
Waste Water Management Water quality management thru water treatment facilities;
(Sewerage/septage system o pagpapanatili ng wastong
IEMiv. Waste water management thru sewerage system, drainage,
daluyan ng maruming tubig; paghihigop ng mga septic
tank, water treatment) septic tanks treatment, prevention of water pollutants
Clean-up Programs/Projects Clearing of polluted rivers, water-ways, parks and other

IEMv. (Paglilinis sa mga pook at mga anyong tubig;
tulad ng Adopt-An-Estero/waterbody program)
open/public spaces

VII. ECONOMIC AND INVESTMENT PROMOTION
Employment, Livelihood, and Business Promotion
Public Employment Services Maintenance of database of job opportunities, job-matching

JEEi. (Mga serbisyong naguugnay sa mga negosyo at sa mga
nangangailangan ng trabaho)
services (ie: conducted by PESO)
Restrictions on the operations of business, such as regulation

Regulation and supervision of businesses
JEEii. on selling of fireworks, setting of allowable distance of
(Regulasyon ng mga negosyo)
computer shops to schools, etc.
Opportunities on availing/establishing sari-sari/retail stores,
Promotion of Barangay Micro Business Enterprises small eateries (karinderia), etc.; technology transfer,
JEEiii. (Programang nanghihikayat sa mga maliliit na negosyo
at pamumuhunan)
production and management training, marketing assistance,
credit financing, business orientation
Skills training on livelihood opportunities such as recycling,
Livelihood Programs
JEEiv. sewing mats/rugs, meat processing, carpentry, construction,
(Proyektong pangkabuhayan)
cosmetology
Tourism Promotion
Development and maintenance of tourist

JETi. attractions and facilities (Pagpapaunlad at
pagpapanatili ng mga pook panturismo at mga
pasilidad)
Product/Brand marketing and promotion of local “One Town, One Product (OTOP),” tourist information
JETii.
goods and tourist attractions kiosks/brochures, souvenir shops, etc.
Investment promotion activities such as trade fairs, Festivals and events organized and facilitated by LGUs,
JETiii.
fiestas, business events, and similar events Cultural and Heritage Tourism Program
Presence of registered of tourism-related establishments

Organization, accreditation, and training of tourism-
JETiv. and/or associations in the LGU, such as organization of boat
related concessions
operators (“bangkeros”), association of accredited hotels, etc.

Agricultural Support
Organization and development of farmers, Presence and functionality of farmer and fishermen
JEAi.
fishermen and their cooperatives cooperatives and organizations
LGUs refer/endorse the requests of farmers' organizations to

Access to irrigation facilities or use of irrigation
the NIA; some LGUs can provide communal irrigation
JEAii. equipment (Akses sa irigasyon o makinarya sa
systems; LGUs only provide equipment (e.g. water pumps,
patubig)
PVC pipes, etc.) for irrigation to local farmers
Prevention and control of plant and animal pests Prevention and control of insect pests; anti-rabies vaccinations
and diseases; fish kills and diseases for animals; spray/neuter; treatment of sick animals (Municipal
JEAiii.
(Pagsugpo ng mga peste sa mga sakahing tanim at Agriculturist/Veterinarian functions combined); actions to
alagang hayop; pag-iwas sa fishkill) prevent fish kills and diseases
LGUs provide/distribute seedlings of vegetables, palay, corn,

Distribution of planting/farming/fishing materials etc., to farmers, certified seeds,
JEAiv. and/or equipment (Pamamahagi ng mga materyales at
kagamitan sa pagtatanim/pangingisda tulad ng punla, Planting materials to be distributed from the DA are coursed
pataba, traktora, fingerlings, fishnets, mga bangka, atbp) through LGUs (Municipal level) and they will be the one to
identify the beneficiaries
Access to facilities that promote agricultural Existence of fish hatcheries and breeding stations, as well as
JEAv. production such as fish hatcheries and breeding various agricultural machineries for production; access to
stations farm-to-market roads
LGUs provide support services to concerned NGA

(i.e. requests for initiation of projects; promotion of eco-friendly
Water and soil resource utilization and
JEAvi. farming system such as agro-forestry, conservation tillage,
conservation projects
contour farming, vegetative strips development and organic
farming); prevention of soil erosion
Refers to services that help the farmers/fisherfolks process

produce from agricultural production.
Post-Harvest Facilities such as crop dryers and
JEAvii. Examples are:
slaughter houses or fish processing facilities
Dairy farms, meat inspection, crop dryers, milling station,
slaughter house, fish processing, threshers, warehouses, cold
storage facilities
LGUs provide support services to DA for the construction of

facilities such as trading posts/bagsakan centers and
Accessible farm harvest buying/trading stations barangay food terminals in the form of counterparts:
(Bagsakan station o bentahan ng mga lokal na ani a) identification and provision of lots,
JEAviii.
o huli ng mula sa sakahan o palaisdaan or b) maintenance of these structures once constructed.
bagsakan station)
If the LGU has the capacity to maintain its operation, DA will
eventually turn over its management to the LGU.
Conservation of mangroves, programs to regulate fishing

Enforcement of fishery laws in municipal waters to
JEAix. activities, registration of fisherfolks allowed to operate in
promote sustainable use of aquatic resources
municipal waters

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Citizen Satisfaction

Figure 2. Functional Chart of an LRI Team ........................................................................... 4

Figure 4. CSIS Conceptual Framework .............................................................................. 10

Figure 5. Service Indicator Relationships between Awareness, Availment, Satisfaction and

Figure 6. Flowchart of Core Concepts and “Reasons” Questions ....................................... 15

Figure 7. Socio-Demographic and Housing Profile Indicators ............................................. 15

Table 2. EVLN Concepts and Key Statements.................................................................... 16

Table 3. Reference on Overall Service Area Satisfaction Questions in the Questionnaire .. 17

Table 5. Reference on Questions on Recommendations in the Questionnaire ................... 18

Table 6. Summary of CSIS Questions By Category ............................................................ 34

Table 7. Guide on CSIS Standard Codes ........................................................................... 38

2019 CSIS MANUAL 1

2019 CSIS MANUAL 2

Figure 1. The CSIS Project Cycle

2019 CSIS MANUAL 3

Figure 2. Functional Chart of an LRI Team

2.2.1. The Project Manager (PM)

2019 CSIS MANUAL 4

6. Communicates to DILG Regional Office (RO) project timetable and deadlines,

OUTPUT (to be submitted to the DILG RO):

2.2.2. The Field Supervisor (FS)

1. Attends general field training,

7. Ensures 20% backchecking of completed interviews per FI,

2019 CSIS MANUAL 5

2.2.3. The Field Interviewer (FI)

1. Attends the cascaded training for LRIs, and;

A complete kit for each sample spot is:

3. Ensures 20% backchecking of completed interviews per FI,

2019 CSIS MANUAL 6

OUTPUTS (to be submitted to the FS):

2.2.4. The Data Processor (DP)

1. Attends the general field training for LRIs,

2.3. Translation of the Questionnaire

Steps: Translating the Questionnaire

2019 CSIS MANUAL 7

2019 CSIS MANUAL 8

2019 CSIS MANUAL 9

Figure 4. CSIS Conceptual Framework

2019 CSIS MANUAL 10

The following are the major services expected from LGUs:

3.1.1. Health Services

1. Vaccination for infants/children

3.1.2. Support to Education

1. Provision of medical and/or nutritional services to school clinics

3.1.3. Social Welfare Services

1. Child and Youth Welfare Program

3.1.4. Governance and Response

2019 CSIS MANUAL 11

3.1.6. Environmental Management

1. Community-based Greening Projects

3.1.7. Economic and Investment Promotion

1. Public Employment Services

3.2. LGU Service Delivery Profile

2019 CSIS MANUAL 12

Below are the core concepts used in measuring satisfaction:

Figure 5. Service Indicator Relationships between Awareness, Availment,

2019 CSIS MANUAL 13

The CSIS is interested to look at the following qualitative data:

Table 1. Reference on Questions on Qualitative Data (Reasons) in the Questionnaire

2019 CSIS MANUAL 14

3.5. Socio-Demographic and Housing Profile

Socio-Demographic Profile Housing Profile

2019 CSIS MANUAL 15