Development Academy Of The Philippines Tender

Description Terms Of Reference Service Provider/s For The Conduct Of Data Collection In Selected Areas Of The National Capital Region, Balance Luzon, Visayas, And Mindanao For The Gqmp 2024 Citizen Satisfaction Survey Lot A: Gqmp 2024 Citsat: Data Collection In The National Capital Region (ncr), Balance Luzon (outside Ncr), And Visayas Lot B: Gqmp 2024 Citsat: Data Collection In Mindanao (duration: 25 September To 15 November 2024) Section I. Project Background The Government Quality Management Program (gqmp), A National Government- Funded Program, Continues To Level Up Its Quality Improvement Initiatives Aimed At Enhancing Public Sector Organizations’ (pso) Performance In Delivering Quality Services And Broadening Government-wide Quality Improvement To Ensure That Filipino Citizens Will Benefit From The Process And System Improvement Initiatives. One Of The Components Of The Gqmp, The Component On Quality Measurement And Standardization (qmas), Promotes Evidence-based Improvement In The Delivery Of Public Services. Specifically, The Gqmp-qmas Component Will Generate Evidence- Based Improvement In The Quality Standards Of Psos Through Research And Development/adoption Of Performance And Associated Service Quality Standards; Measure Citizen And Business Satisfaction Levels Through Citizen And Business Satisfaction Surveys; Access Research Studies And Tools, Including Creating Partnerships With Benchmark International Institutions, To Level-up Frontline Service Standards; And, Institutionalize The Implementation Of Service Quality Standards For Critical Frontline Services Among Psos. One Key Initiative Under The Gqmp-qmas Component Is The Project On Institutionalizing Service Quality Standards (sqs) In Frontline Government Services Or The Sqs Project. Through This Project, The Citizen And Business Satisfaction Surveys Are Conducted As An Integral Part Of The Government Approach To Measuring Citizens’ And Businesses’ Level Of Satisfaction And Expectations With Frontline Government Services. In Addition, The Project Aims To Develop Evidence-based Service Quality Standards (sqs) From The Results Of The Satisfaction Surveys For A Citizen- Centered Frontline Government Service Using An “outside-in” Approach. This Is Done Through Listening To The People, Understanding Their Needs And Expectations, And Determining Frontline Government Service Delivery Aspects That Are Most Important To The Citizens And Businesses And May Also Guarantee Their Satisfaction. These Initiatives Seek To Aid Continual Quality Improvement In The Design And Delivery Of Agile Frontline Government Services. Government Agencies And Offices Are Enjoined To Adopt Evidence-based Sqs To Improve Their Service Delivery And Ensure Consistency In The Quality Of Their Services. The Gqmp’s Satisfaction Surveys Involve Two Types Of Respondents – (1) The Transacting Citizens For The Citsat And (2) The Businesses, With The Business Owners And/or Their Representatives Who Directly Transact With The Government, For The Bizsat. The Citizen And Business Satisfaction Surveys Are Conducted Yearly In An Alternate Manner – I.e., Biennially For Citizens And Businesses, Respectively. The Surveys Of Citizens Were First Conducted In 2018, And Then Again In 2020, And The Third Cycle In 2022. The Fourth Cycle Will Be Implemented In The Third Quarter Of 2024. The Surveys Of Businesses Were First Conducted In 2019, And Again In 2021, And The Third Cycle Was Completed In 2023. The Citsat And Bizsat Surveys – With One Cycle Done Pre-covid- 19 Pandemic, One Cycle During The Pandemic, And Another Post-pandemic – Provided Insights On How The Public’s Experiences And Expectations Of Frontline Government Service Delivery Changed Amid Movement Restrictions, Health Protocols, And Economic Slowdown Because Of The Pandemic, As Well As The Public’s Perception On Frontline Service Delivery During The Government’s Transition Towards Digitalization As Part Of The Current Administration’s 10-point Socioeconomic Agenda. These Satisfaction Surveys Are Beneficial To Helping Psos Better Understand The Needs And Perceptions Of Filipinos And Meet Their Expectations In Delivering Frontline Government Services Post- Covid-19 Pandemic. The 2024 Citizen Satisfaction Survey Or 2024 Citsat Is The Fourth To Be Conducted In The Citsat Series. The Baseline Survey In 2018 Was Conducted Face-to-face At Selected Frontline Government Agencies And Offices In Metro Manila, Pampanga, Cebu, And Davao. The Second Cycle Was Done In 2020 Through A Self-administered Web Survey Nationwide, While The Third Cycle In 2022 Was Implemented Face-to-face At Selected National, Local, And Barangay Frontline Government Facilities In The Highly Urbanized Cities In Metro Manila, Pampanga, Cebu, And Davao. The 2024 Citsat Survey Will Target To Complete The Face-to-face Interviews Of At Least 3,600 Randomly Selected Respondents On-site Using Time-based Systematic Random Selection. The Survey Will Be Conducted In September To October 2024 At The Frontline Government Facilities Of Selected National Government Agencies (ngas) And City/ Municipal Government Departments/offices In The Expanded Survey Areas Around The Philippines: 1. Cities Of Mandaluyong, Manila, And Pasay For The National Capital Region (ncr); 2. Provinces Of Cavite, Laguna, And Rizal For Balance Luzon (outside Ncr); 3. Provinces Of Aklan, Cebu, And Iloilo For Visayas; And, 4. Provinces Of Camiguin, Davao Del Norte, And Davao Del Sur For Mindanao. For Each Geographic Domain, Three Provinces [or Cities In The Case Of Ncr] With The Highest Population Density (based On The 2020 Population Density) Are Purposively Selected To Represent The Areas Of A Potentially High Volume Of Citizen Transactions. In Cases Where The Frontline Government Facility Is Not Located In Any Of The Three Identified Highly-dense Cities/municipalities, But In The Provincial Or Regional Capital, Such Will Be The Survey Site For The Particular Frontline Government Facility. The Frontline Government Agencies/offices With The Most Significant Contact, Or Commonly Transacted With, By The Citizen Throughout His/her Life Cycle Are Selected. The Assumption Is That They Regularly Provide Frontline Government Services To The Citizens At Any Stage From Birth To Death. As Part Of The Selection Process, The Research Team Will Validate With The Pre-identified Agencies And Offices With Services To Citizens, If They Have Enough Volume Of Face-to-face Transactions To Reach The Required Sample Size. The Survey Will Be Conducted At The National And Local Level (that Is, City Or Municipal Government Level). At The National Level, The Survey Will Cover Agency Clusters That Provide The Frontline Services To Citizens – Economic Services, Social Services, And Defense And General Public Services. The Clustering Is Based On The Classification Of Sectors Derived From The Details Of Sectoral Allocation Of National Government Expenditures, Fys 2022- 2024 By The Department Of Budget And Management. At The City/municipal Government, The Survey Will Cover Departments Or Offices That Mostly Provide Services To Citizens. Shown In Table 1 Is The Disaggregation Of Sample Size By Agency Cluster In Each Of The Four Study Areas. The Cluster Of Agencies And Offices Covered In The 2024 Citsat Are Summarized In Table 2. Table 1. Sample Size Allocation, By Agency Per Cluster And By Area Table 2. Cluster Of Agencies And Offices Covered In The 2024 Citsat Level Cluster Agencies/offices Covered National Economic Services Agriculture And Agrarian Reform - Department Of Agriculture, Including Attached Agencies And Bureaus - Department Of Agrarian Reform Natural Resources And Environment - Department Of Environment And Natural Resources, Including Attached Agencies And Bureaus Communications, Roads And Other Transport - Philippine Postal Corporation - Philippine Ports Authority - Philippine National Railways - Land Transportation Office - Department Of Transportation Other Economic Services - Department Of Science And Technology, Including Attached Agencies And Bureaus National Social Services Education, Culture And Manpower Development - Department Of Education - State Universities And Colleges - Technical Education And Skills Development Authority Health - Department Of Health - Philippine Health Insurance Corporation Social Security, Welfare And Employment - Public Attorney's Office - Department Of Social Welfare And Development Housing And Community Development - Home Development Mutual Fund Other Social Services - Philippine Charity Sweepstakes Office National Defense And General Public Services General Administration - Bureau Of Internal Revenue - Department Of Foreign Affairs - Philippine Statistics Authority - Civil Service Commission - Development Bank Of The Philippines - Government Service Insurance System - Land Bank Of The Philippines - Social Security System Public Order And Safety - Land Registration Authority - National Bureau Of Investigation Local Lgu Department/ - Civil Registry Department/office - Health Services Department/office Level Cluster Agencies/offices Covered Office - Public Employment Service Department/office - Social Welfare And Development Department/office - Other Offices With Frontline Services For The Citizens Therefore, The Development Academy Of The Philippines (dap), Through The Productivity And Development Center (pdc) - Productivity Development Research Office (pdro), Would Like To Engage Service Provider/s To Perform In-person Data Collection Services To Gather Survey Data In Selected Frontline Government Agencies And Offices In The Ncr, Balance Of Luzon, Visayas, And Mindanao. Section Ii. Scope Of Work To Achieve The Above, The Service Provider/s Shall Perform In-person Data Collection Services For The Dap-pdc-pdro To Complete A Minimum Of 2,700 Completed And Validated Interviews Of Eligible Respondents From The Selected National And Local Government Offices In Ncr, Balance Luzon, And Visayas For Lot A; And A Minimum Of 900 Completed And Validated Interviews Of Eligible Respondents From The Selected Government Offices In Mindanao For Lot B. Specifically, The Survey Areas Are The Following With Target Sample Size: Table 3. Survey Areas And Sample Size For Lot A Survey Area Target Sample Size City Of Manila 300 Mandaluyong City 300 Pasay City 300 Cavite Province 300 Laguna Province 300 Rizal Province 300 Aklan Province 300 Cebu Province 300 Iloilo Province 300 Total 2,700 Table 4. Survey Areas And Sample Size For Lot B Survey Area Target Sample Size Camiguin Province 300 Davao Del Norte Province 300 Davao Del Sur Province 300 Total 900 The Interviews Shall Be Face-to-face And Shall Be Conducted On-site At The Facilities Of The Selected Government Agencies/offices By A Trained Interviewer Using Computer- Assisted Personal Interview (capi) Mode. The Service Provider/s Will Deliver The Target Minimum Number Samples Of Approved And Completed Interviews Plus All The Interviews That Failed Quality Control And All Incomplete Interviews. A. Preparation For The Conduct Of 2024 Citizen Satisfaction Survey (citsat) 1. The Service Provider/s Shall Develop A Fieldwork Mobilization Plan To Ensure Timely Completion Of The Survey. 2. The Service Provider/s Shall Recruit The Minimum Number Of Field Personnel Required To Complete The Interviews Within The Required Timeline And Shall Ensure That They Are Paid For On A Timely Basis. 3. The Service Provider/s Shall Assist The Dap-pdc-pdro Technical Staff In The Conduct Of Training Of Field Personnels And Pilot Test On-site. 4. The Service Provider/s Shall Hire Additional Field Personnels, If Necessary. 5. Prior To The Start Of The Fieldwork, The Field Personnels Must Conduct An Ocular Inspection Of The Frontline Government Facilities Where The Interviews Are To Be Conducted To Determine The Optimum Location Where They Would Be Able To Intercept The Target Respondents By Identifying The Exit Points With High-volume Foot Traffic Of Transacting Citizens With Completed Transactions. 6. The Service Provider/s Shall Manage The Administrative And Financial Requirements For The Implementation Of Project Activities In The Survey Areas Nationwide. B. Conduct Of 2024 Citsat 1. The Service Provider/s Shall Provide The Resources (android Tablets, Per Diem, Communication Allowance, Uniforms, Id Holders With Lanyards, Survey Kits, Tarp/ Banner Stand) Needed By The Field Personnel For The Conduct Of The 2024 Citsat In Ncr, Balance Of Luzon, Visayas, And Mindanao. 2. The Service Provider/s Shall Provide Documentation Of The Conduct Of The Survey, Including Photos (collected With Consent Using Photo Permission Form), Accomplished Acknowledgement Forms For Tokens Received By Respondents Who Completed The Survey, Monitoring Reports, Suggestions For Improvement, And Similar Reports That Discuss Any Issues And Concerns Encountered With The Recommended Resolution During The Fieldwork. 3. The Service Provider/s Shall Respond Promptly To Possible Changes That The Dap-pdc-pdro Team Will Communicate During Survey Implementation. 4. Quality Control (qc). The Service Provider/s Shall Follow The Standards For Quality Control That At A Minimum Include: A. At Least 40% Of Each Interviewer’s Completed Interviews Must Be Validated Through A Combination Of Observations, Spot-checks And Back-checks. All Validations Will Be Done Using The Programmed Qc Questionnaire Provided By Dap-pdc-pdro. The Minimum Requirement For Each Interviewer Shall Be: ● One (1) Direct Observation At Start-off And Subsequent Direct Observations Of 10% Of Completed Interviews During The Data Collection Period ● Spot Checking Of 10% Of Completed Interviews. ● Back-checking Of 20% Of The Completed Interviews. B. The Service Provider/s Are Responsible For Flagging Cases That Fail Their Quality Checks Or Do Not Adhere To Quality Standards. All Verifications Involving Recontact Of Respondents Must Occur Within 5 Days From Completion Of Interview. C. If, Upon Completion Of Fieldwork And The Dap-pdc-pdro Team Finds That More Than 50 Interviews Of The Final Completed 3,600 Interviews Are Rejected For Quality Reasons, The Service Provider/s Will Complete Any Additional Interviews Beyond These 50 At Their Own Cost, The Distribution Per Lot Will Be As Follows: Table 5. Rework Trigger Based On Number Of Rejected Interviews Lot Number Of Rejected Interviews To Merit Additional Interviews Lot A: 2700 Interviews 38 Lot B: 900 Interviews 12 5. Protection Of Respondent Anonymity. The Service Provider/s Shall Instruct All Field Personnel To Assure Each Respondent Of Complete Anonymity And Shall Guarantee Such Anonymity Through The Protection Of All Personally Identifiable Information. 6. Data Handling, Security And Retention. All Documents Including Electronic Documents That The Service Provider/s Produce While Performing The Services Shall Be The Property Of Dap-pdc-pdro. Upon Termination Of The Engagement, All These Shall Be Disposed Of As Directed By Dap-pdc-pdro. At The End Of Data Collection, Any Paper Version Used By Interviewers/supervisors To Practice Questionnaire Administration And Conduct Mock/pilot Interviews Must Be Destroyed. Under No Circumstances Shall Any Such Information Or Documents Be Utilized Or Commercialized Without Dap’s Written Consent. The Service Provider/s Shall Not Disclose Any Of The Trade Secrets, Proprietary Or Confidential Information Of Dap-pdc-pdro Without The Prior Written Consent Of Dap-pdc-pdro. It Is Understood By The Service Provider/s That Confidential Information Includes, But Is Not Limited To, The Identity Of The Survey Funder, Questionnaire Items, Sampling Design, Empirical Data, Survey Results, Computer Programs And Procedures That The Service Provider/s Have Established Or Used In The Course Of The Work Assignment. This Obligation Shall Survive The Duration Of The Contract. The Service Provider/s Shall Maintain The Confidentiality Of Dap’s Sponsorship Of The Survey And/or Dap’s Client Engagement Of The Service Provider/s To Perform Services Under This Work Order, Except As Requested From Dap-pdc- Pdro In Writing And/or As May Be Required By Law; Provided, However, That The Service Provider/s Will Provide Reasonable Advance Written Notice To Dap-pdc- Pdro Of Any Such Legal Requirement. The Service Provider/s Agree To Comply With All Data Protection Laws And Regulations In Every Jurisdiction For Which They Are Collecting Data, Storing Data, And Processing Data. This Shall Apply To Any Data Collected During This Project. The Service Provider/s, By Way Of Executing This Work Order, Certify That They Are Aware Of All Data Protection Laws Governing Their Work On This Project, And Will Perform The Work In Compliance With These Laws And Regulations. Section Iii. Expected Outputs / Deliverables The Following Are The Expected Outputs/deliverables Of The Service Provider/s Under The Contract: A. Submission Of Fieldwork Mobilization Plan. B. Assistance In The Training Of Field Personnels And Pilot Test On-site. C. Completion Of The Minimum 2,700 For Lot A And 900 For Lot B Of Approved And Completed Interviews Of Eligible Respondents Following The Standards For Quality Control Plus All The Interviews That Failed Quality Control And All Incomplete Interviews, As Appropriate. D. Submission Of Report/s Including Photo Documentation And Signed Forms Regarding The Conduct Of Actual Data Collection And Any Issues And Concerns Encountered With The Recommended Resolution During The Fieldwork. Section Iv. Acceptance Of Outputs A. The Dap-pdc-pdro Shall Review The Submissions And Decide On Their Acceptability. B. A Penalty Of One-tenth (1/10) Of One Percent (1%) Of The Entire Contract Price Shall Be Imposed On The Service Provider/s For Each Day Of Delay In The Submission/ Completion Of The Final Output/deliverable.1 C. If The Liquidated Damages Reach Ten Percent (10%) Of The Contract Cost, The Dap- Pdc-pdro May Consider Termination Of This Contract, Without Prejudice To Other Course Of Action And Remedies Available Under The Circumstances. 1 This Will Only Be Imposed If The Cause Of The Delay Was Caused By The Service Provider As Per Review Of The Dap Project Management Team. D. If The Service Provider/s Fail To Meet The Requirements Of The Project And Are Unable To Submit Any Of The Expected Outputs For Any Reason Whatsoever, Dap-pdc- Pdro Shall Not Pay The Fee For The Said Output(s). E. If The Contract Is Terminated Without The Fault Of The Service Provider/s, The Service Provider/s Shall Be Paid On A Quantum Meruit Basis. If The Contract Is Terminated Due To The Fault Or Fraud Of The Service Provider/s, The Service Provider/s Shall Forfeit Any Right To Payment Hereunder. Section V. Service Provider’s Obligations The Following Are The Service Provider’s Obligations Under The Contract: A. All Information, Data, Media Materials And Other Materials Disclosed To Or Gathered By The Service Provider/s In Connection With The Performance Of Their Services Under The Contract Shall Be Deemed Confidential Information. The Service Provider/s Shall Not Disclose, Copy, Distribute Or Sell Any Confidential Information To Third Parties Without The Prior Written Authorization Of Dap-pdc-pdro. Neither May The Service Provider/s Use Any Confidential Information For Any Purposes Except Those Expressly Contemplated Or As Authorized By The Dap-pdc-pdro Under The Contract. The Service Provider/s Shall Take Reasonable Security Precautions, Which Shall Be As Great As The Precautions The Service Provider/s Takes To Protect Their Own Confidential Information. The Service Provider/s May Disclose Confidential Information Only To Their Team On A Need-to-know Basis With Instructions To Maintain Confidentiality And To Refrain From Making Unauthorized Copies. The Service Provider/s Shall Return All Originals, Copies And Summaries Of Confidential Information In Their Possession At The Termination Of The Contract Without Need Of Demand. The Service Provider/s Acknowledge That Monetary Damages May Be Insufficient Remedy For Damages Resulting From Unauthorized Disclosure Of Confidential Information And The Dap-pdc-pdro Shall Be Entitled To Seek Injunctive Relief As May Be Deemed Proper And Equitable. This Obligation Shall Survive The Termination Of The Contract. B. The Dap-pdc-pdro Shall Retain All Rights Of Whatever Nature, In All Documents Including Electronic Documents, Other Material, Data Or Information Provided To The Service Provider/s In The Course Of The Project. By Disclosing Information And Materials To The Service Provider/s, The Dap-pdc-pdro Does Not Grant Any Expressed Or Implied Right Or License To The Service Provider/s In Respect Of Said Documents, Other Materials, Data Or Information, Including Any Copyright Or Other Intellectual Property Rights Thereto. All Work Products Of The Service Provider/s Arising Out Of Or In Connection With The Contract Shall Be The Sole And Exclusive Property Of The Dap-pdc-pdro And The Service Provider/s Shall Not Have Any Right Or Interest In The Materials, Reports And Other Work That Will Be Created Or Produced In Connection With The Contract. The Service Provider/s Warrant That Any Material, Report Or Other Deliverables That Will Be Submitted To Dap-pdc-pdro Will Not Infringe On Any Third-party Rights Of Any Kind And Will Be Original And Created Specifically For Dap-pdc-pdro. The Service Provider/s Shall Indemnify And Hold The Dap-pdc-pdro Free And Harmless From Any And All Claims, Liabilities, Obligations, Losses, Damages, Penalties, Actions, Suits, Proceedings, Demands, Costs And Expenses Of Whatever Nature That May Be Imposed On, Incurred By Or Asserted Against The Dap-pdc-pdro During Or In Connection With The Services By Reason Of: (a) Infringement Or Alleged Infringement Of Any Patent, Intellectual Property Rights Or Other Protected Right, Or (b) Plagiarism Or Alleged Plagiarism, By The Service Provider/s. This Obligation Shall Survive The Termination Of The Contract. C. The Service Provider/s Shall Perform Their Work In A Professional And Efficient Manner In Accordance With The Standards Of The Sector. The Service Provider/s Shall Indemnify And Hold The Dap-pdc-pdro Free And Harmless From Any And All Claims Or Causes Of Action Of Third Parties Arising From A Negligent Or Otherwise Wrongful Act, Or Omission By The Service Provider/s In The Performance Of Their Obligations Under The Contract. D. The Service Provider/s Shall Not Assign Or Subcontract This Contract Or Any Part Of Their Work Without The Prior Written Consent Of The Dap-pdc-pdro, Whose Consent Shall Be At The Dap’s Absolute Discretion. Notwithstanding The Assignment Or Subcontracting By The Service Provider/s, The Service Provider/s Shall Be Primarily Liable To The Dap-pdc-pdro For The Obligations Of The Service Provider/s Under The Contract. Section Vi. General Provisions The Following Are The General Provisions Of The Contract: A. The Contract May Be Revised, Amended Or Modified Only Through A Written Instrument Duly Executed And Signed By All The Parties Hereto. Nothing Herein Shall Be Construed As A Radical Departure From The Objectives Of The Project And The Mandate Being Pursued By The Parties Involved. B. If Any Part Of The Contract Is Declared Unenforceable Or Void, The Rest Of The Contract Shall Nevertheless Remain In Full Force And Effect. C. No Failure, Omission Or Delay Of Any Of The Parties In Exercising Any Of Its Rights, Privileges And Remedies Hereunder Shall Operate As A Waiver Thereof. No Waiver Or Departure From The Terms Of The Contract Shall Be Valid Unless Made In Writing And Signed By The Party’s Authorized Representative. Such A Waiver Shall Be Effective Only In The Specific Instance And For The Purpose For Which It Is Given.