Small Business Guarantee and Finance Corporation Tender

Description Terms Of Reference 2024 Customer Satisfaction Measurement (csm) For External Services Background Under Republic Act (ra) No. 10149, The Performance Evaluation System (pes) Was Established By The Governance Commission On Goccs (gcg) To Establish The Process Of Appraising The Accomplishment Of Goccs In A Given Fiscal Year Based On The Set Performance Criteria. One Of The Measures In Determining The Rating In The Pes Is The Overall Satisfaction Of The Clients For The Services Availed In A Gocc. Pursuant To Section 3(b), Rule Iv Of The Implementing Rules And Regulations (irr) Of Ra No. 11032 Or The Ease Of Doing Business Act Of 2018, "all Agencies Shall Embed Feedback Mechanisms And Client Satisfaction Measurement In Their Process Improvement Efforts" And That The Agency Shall Report To The Anti-red Tape Authority (arta) The Results Of The Client Satisfaction Survey For Each Service. On 12 April 2023, Joint Memorandum Circular (jmc) No. 1 Between The Gcg And Arta Was Issued To Provide Supplemental Guidance To Goccs Regarding Compliance To The Gcg Memorandum Circular 2023-01 On The Pes For The Gocc Sector And Arta Mc No. 2022-05 On The Guidelines On The Implementation Of The Harmonized Client Satisfaction Measurement. Objectives Of The Survey The Customer Satisfaction Measurement (csm) Seeks To Promote The Adoption Of A Harmonized And Standardized Framework In Measuring Client Satisfaction Across All Levels Of The Government And Measure And Compare The Service Performance Of All Government Agencies In A Uniform Manner. Coverage And Scope Survey Period. From 1 January To 31 December 2024. The Survey Period Shall Mean That Respondents Shall Be Providing Responses To The Survey For External Services Provided By Sb Corporation In 2024 And Shall Likewise Be Reiterated During The Conduct Of The Survey. Respondent Criteria. Respondents Covered By The Csm Should Be All Clients Of Sb Corporation That Have Availed External Services As Identified In Its 2024 Citizen’s Charter, As Follows: 1. Rise Up Program 2. Msme Wholesale Lending Programs (regular And P3) 3. Procurement (public Bidding) For Consulting Services 4. Procurement (public Bidding) For Goods And Services 5. Procurement (small Value) For Property, Supplies And Materials 6. Complaints Handling – Telephone 7. Complaints Handling – Email 8. Certificate Of Full Payment 9. Certificate Of Loan Repayments And Premium Contributions 10. Issuance Of Statement Of Account 11. Disposal Of Real And Other Properties – Public Bidding 12. Disposal Of Real And Other Properties – Negotiated Sale 13. Payment Of Success Fees For Collection Agencies 14. Recruitment And Selection Process For Jg 12 And Below 15. Recruitment And Selection Process For Jg 13 And Above 16. Request For Hr-related Documents The Complete List Of Clients With The Necessary Contact Information Will Be Provided By Sb Corporation. The Respondents Shall Be Surveyed Only If The Transactions Are Completed During The Survey Period. A Transaction Is Considered Complete When The Client Has Reached The Final Process Of The Service As Indicated In The 2024 Citizen’s Charter. Confidentiality Of The Client Information. Researchers And All Partners Shall Sign A Non-disclosure And Confidentiality Agreement Which Contains The Following Items: A. The Client Database/masterlist Should Be Used For The Purposes Of This Csm And Should Not Be Shared With Anyone Who Is Not Involved In The Project. B. The Client Database/masterlist Should Only Be Provided To The Lead Researcher Who Will Be Conducting The Csm. Other Staff Conducting The Csm Should Only Be Provided With The List Of Customers That They Will Be Contacting. C. The Client Database/masterlist Should Be Disposed Of Properly Or Returned To Sb Corporation. No Copies Of The Client Database/masterlist, Whether Printed Or In Soft Copy Formats, Should Be Left With The Service Provider. Eliminate Bias. Sb Corporation Shall Not Inform Their Customers That A Csm Will Be Conducted. Instead, A Letter To The Service Provider Shall Be Provided By Sb Corporation Stating The Purpose For Which The Csm Is Conducted And The Authority To Collect Data On Its Behalf. The Letter Will Be Shown To The Respondents Before The Conduct Of The Csm And Shall Contain, At The Minimum, The Following Information: A. Brief Profile And Salient Information Of The Service Provider And What They Will Be Conducting; B. Purpose Of The Research; C. Invitation Of Customers To Participate In The Survey; And D. Assurance Of Confidentiality. Methodology Data Collection Instrument. The Collection Of Data Shall Be Done Using The Questionnaire Prescribed By Arta, Which Shall Be Numbered, To Ensure Consistency All Throughout The Project And Eliminate Interviewer Bias. The Questionnaire Shall Be Either In English Or Filipino, Depending On The Preference Of The Client. Content Of The Questionnaire. The Questionnaire Includes Eight (8) Service Quality Dimensions (sqds) With The Following Statements: Key Drivers Of Satisfaction Statements Responsiveness I Spent A Reasonable Amount Of Time For My Transaction. Reliability The Office Followed The Transaction’s Requirements And Steps Based On The Information Provided. Access And Facilities The Steps (including Payment) I Needed To Do For My Transaction Were Easy And Simple. Communication I Easily Found Information About My Transaction From The Office Or Its Website. Costs The Amount You Paid For Your Transaction Is Value For Money. Integrity I Feel The Office Was Fair To Everyone, Or “walang Palakasan”, During My Transaction. Assurance I Was Treated Courteously By The Staff, And (if Asked For Help) The Staff Was Helpful. Outcome I Got What I Needed From The Government Office, Or (if Denied) Denial Of Request Was Sufficiently Explained To Me. Overall I Am Satisfied With The Service That I Availed. Rating Scale And Scoring System. A 5-point Likert Scale Shall Be Used To Measure The Service Quality Dimensions (sqds) For The Overall Satisfaction Rating Question That Determines The Level Of Satisfaction/dissatisfaction Of The Customers. Scale Rating 1 Strongly Disagree 2 Disagree 3 Neither Agree Nor Disagree 4 Agree 5 Strongly Agree The Percentage Of Respondents That Rated "agree" And "strongly Agree" Shall Be Used To Get Each Sqd's Score. A Question That Was Answered With Two (2) Or More Check Marks Shall Be Considered As Invalid. The Percentage Of Respondents That Rated "agree" And "strongly Agree" For Eight (8) Sqds Shall Be Used To Compute The Overall Score. Overall Score = Number Of ‘strongly Agree’ Answers + Number Of ‘agree’ Answers X 100 Total Number Of Respondents – Number Of ‘n/a’ Answers The Interpretation Of The Results Shall Be As Follows: Percentage Rating Below 60.0% Poor 60.0% - 79.9% Fair 80.0% - 89.9% Satisfactory 90.0% - 94.9% Very Satisfactory 95.0% - 100.0% Outstanding Data Collection Method. The Collection Of Data Shall Be Done Either Online (by Providing A Link, Qr Code, Or Other Similar Means To The Survey Form) Or Offline (by Telephone Interview Or Other Similar Means). As Prescribed By Arta, The Accomplishment Of The Survey Should Not Exceed Five (5) Minutes. While The Guidelines On The Harmonized Csm Does Not Require The Recording Of Telephone Interviews With The Respondent As Well As Submission Of The Same As An Attachment To The Final Report, The Service Provider Should Be Able To Provide The Procedure Undertaken To Corroborate The Consistency And Accuracy Of The Conduct Of The Survey Via Telephone. This Shall Serve As Basis To Ensure Sb Corporation’s Compliance To Requirements In The Submission Of A Detailed Back-checking Report, Copies Of Sample Accomplished Survey Instruments, Among Others, As Part Of The Csm Report. Back-checking Shall Be Conducted By A Project Team Member Other Than The Original Interviewer/enumerator Who Shall Re-contact The Respondent To Check The Quality And Validity Of The Output. For Surveys Conducted Offline, It Shall Be The Task Of The Interviewer/enumerator To Fill-out The Questionnaires In Surveys Conducted Through Telephone Or Other Similar Means. Considering The Mode Employed, The Signature Of The Respondents Shall Be Dispensed With. Similarly, The Spot-checking And Back-checking Reports Must Detail That The Respondents Are Correctly Identified And That Their Answers Are Accurately Reflected. Project Timeline And Sample Size Based On The Arta-provided Calculator, The Minimum Number Of Responses Shall Be As Follows, Which Shall Be Spread Among Sb Corporation’s Four (4) Regional Lending Groups And Their Respective Provinces: External Service Total Number Of Clients Minimum Number Of Respondents 1. Rise Up Program 11,738 372 2. Msme Wholesale Lending Programs (regular And P3) 516 220 3. Procurement (public Bidding) For Consulting Services - - 4. Procurement (public Bidding) For Goods And Services 4 4 5. Procurement (small Value) For Property, Supplies And Materials 156 111 6. Complaints Handling – Telephone 1 1 7. Complaints Handling – Email 41 37 8. Certificate Of Full Payment 117 90 9. Certificate Of Loan Repayments And Premium Contributions - - 10. Issuance Of Statement Of Account 311 172 11. Disposal Of Real And Other Properties – Public Bidding - - 12. Disposal Of Real And Other Properties – Negotiated Sale - - 13. Payment Of Success Fees For Collection Agencies 1 1 14. Recruitment And Selection Process For Jg 12 And Below 1 1 15. Recruitment And Selection Process For Jg 13 And Above 2 2 16. Request For Hr-related Documents 30 28 Total 12,918 1,039 Sb Corporation Shall Evaluate Proposals On The Provider’s Ability To Complete The Csm In The Timeliest Manner. Research Team Structure And Training The Service Provider That Will Administer The Survey And Generate/analyze The Results Should Have A Dedicated Pool Of Researchers For This Csm And Should Follow The Research Team Structure Required By The Arta Mc No. 2022-05 (annex A), Arta Mc No. 2023-05 (annex B), And Joint Arta-gcg Mc No. 1 (annex C). Project Cost The Engagement Will Have A Project Cost Of Pesos: Seven Hundred Fifty Thousand (php 750,000.00), Inclusive Of Vat. A Downpayment Of Fifteen Percent (15%) Of The Project Cost Will Be Issued Upon Signing Of The Contract. The Remaining Eighty-five Percent (85%) Will Be Processed For Payment Upon Receipt Of The Final Report Of The Service Provider. Eligibility Requirements For Service Provider A. The Service Provider Possesses Relevant Valid Business Licenses To Offer And Provide Such Services To Be Procured. B. Must Have At Least 5 Years Experience In The Conduct Of Market Research And Survey. C. Must Have A Pool Of Experts/professionals Each Having At Least 3 Years Of Experience In Market Research And Survey. D. Must Have Adequate Pool And Experienced Resources To Conduct Such Engagement As Well As To Prepare For And Attend Meetings As Required By The Sb Corporation. E. Must Have Conducted Customer Satisfaction Surveys On Msmes And/or Familiarity On Financing Services. F. The Service Provider Must Meet The Minimum Eligibility Requirements And Short-listing For Consulting Services Under R.a. No. 9184, Otherwise Known As The “government Procurement Reform Act.” G. Must Be Able To Submit A Proposal That Is Consistent With The Guidelines Of The Gcg. H. Preferably A Member Of Professional Market Research Organizations (e.g. Esomar, Mores) Proposed Professional Staff The Required Number And Experience Of The Proposed Professional Staff Is As Follows: Key Personnel Education And Experience Project Manager (1) • Bachelor’s And/or Master’s Degree In Relevant Fields • At Least Five (5) Years’ Experience In Designing, Developing, And Conducting Surveys Which Measure Customer/ Stakeholder Satisfaction; And • At Least Five (5) Years’ Experience In Project Management Survey Specialists (3) • Bachelor’s Degree In Relevant Fields • At Least Three (3) Years’ Experience In Designing, Developing, And Conducting Surveys Which Measure Customer/ Stakeholder Satisfaction Support Staff (3) • Bachelor’s Degree • At Least A Year’s Experience In Staff Support In Project Management And Implementation Time Frame And Payment Schedule A. The Project Shall Last (including The Delivery Of Final Outputs) For A Maximum Of Fifty (50) Calendar Days After The Issuance Of The Notice To Proceed (ntp). B. The Project Shall Be Undertaken Following The Timeline Of Activities After Receipt Of The Ntp, Which May Be Modified As Mutually Agreed And Formalized By Both Parties, Below: Day From Receipt Of Notice To Proceed (ntp) Activity Deliverables 0 Receipt Of The Ntp Day 1 Onboarding Meeting With Sbcorp Days 2 To 6 Preparation Of The Inception Report Inception Report Days 7 To 27 Conduct Of Survey Proper / Data Gathering Days 28 To 34 Spot And Back Checking Spot Checking Report Back Checking Report Days 35 To 41 Data Processing And Report Writing Data Quality Control Report Day 42 Submission Of Initial Csm Report Initial Csm Report Day 50 Submission Of Final Csm Report Final Csm Report C. Abc Is Inclusive Of Local Taxes Applicable For Contractor Of Services Such As 15% Expanded Withholding Tax (ewt) And 5% Withholding Tax On Government Money Payments (gmp). D. Processing Of Payment Will Begin Upon Submission Of All Required Outputs Or Documents, Acceptance Of The Project Terminal Report, And Receipt Of The Invoice And Complete Supporting Documents In Accordance With Applicable Government Rules And Regulations.