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The Philippine Reclamation Authority’s quality public service and robust customer relationship translated into measurable success outcomes when PRA surpassed its stakeholder satisfaction target in 2021.  The stakeholders notably commended PRA’s services and facilities as evident in the overall average satisfaction rating of 4.44 with 90.54% of its stakeholders satisfied (weighted) and 4.46 with 91.89% of its stakeholders satisfied (unweighted).

In the 2021 Customer Satisfaction Survey (CSS) administered by the Development Academy of the Philippines (DAP), thirty-seven (37) respondents were interviewed with a response rate of 80.4%. These respondents are PRA’s primary customers with direct economic transactions with the Agency.  These stakeholders include private corporations, local government units and government agencies who are PRA’s joint venture partners and PRA property lessees. The survey was conducted to measure overall satisfaction and ensure a highly effective and efficient organization focused on meeting objectives.

The overall percentage and overall average satisfaction ratings of the customers on the different service delivery attributes of PRA are shown below:

Attributes

Percentage Satisfaction

Average Satisfaction

Staff

94.0%

4.43

Joint Venture Services

87.9%

4.2

On Property Acquisition Transactions (Lease or Outright Sale)

94.7%

4.34

Regulatory Services

92.9%

4.64

PRA’s Joint Venture Activities

88.2%

4.38

Regulatory (Application with PRA)

95.0%

4.60

Information and Communication

93.4%

4.40

Information and Communication (website)

89.3%

4.38

Complaints Handling and Record Keeping

81.9%

4.45

Facilities

87.9%

4.36

Integrity

92.6%

4.61

The CSS is an annual undertaking and one of PRA’s performance indicators under its Performance Evaluation System. Anchored on the principle of continuous improvement, it serves as a tool to monitor the stakeholders’ satisfaction. The PRA is committed to the needs of its stakeholders vis-à-vis the quality of its services and the delivery of its function.

The recent satisfaction rating of PRA is a reflection of good governance and fortified commitment to deliver quality to its customers and business partners.