SLSU CART Benchmarks Hinunangan Campus’ Comprehensive Client Satisfaction Measurement System for University-Wide Deployment

In a concerted effort to streamline and improve service delivery across all campuses, the Committee on Anti-Red Tape (CART) of Southern Leyte State University (SLSU) conducted a benchmarking activity on June 18, 2025, at the Hinunangan Campus to evaluate the implementation of the Comprehensive Client Satisfaction Measurement System (CCSMS). This activity forms part of the University’s broader strategy to adopt digital transformation initiatives that comply with national directives and enhance client satisfaction.

The benchmarking, formally titled “Acculturation to Digital Transformation: Benchmarking the Comprehensive Client Satisfaction Measurement System”, is anchored on the provisions of ARTA Memorandum Circular No. 2022-05, which mandates all government agencies, including State Universities and Colleges (SUCs), to conduct regular client satisfaction measurements using harmonized tools.

The primary objective of the benchmarking was to assess the feasibility of adopting the CCSMS—developed by Mr. Abdel Khan B. Sampang, an administrative staff of the San Juan Campus and currently in use at both the Hinunangan and San Juan campuses—for university-wide deployment. CART seeks to leverage this system to replace the outdated and labor-intensive manual feedback collection methods still used in four of SLSU’s six campuses. With the University handling approximately 50,000 transactions annually, the CCSMS offers a scalable, cost-efficient, and reliable solution for processing client feedback.

Participants of the benchmarking activity, composed of CART members and select frontline personnel from all campuses, observed firsthand how the CCSMS improves efficiency, reduces human error, and enhances the accuracy and timeliness of client feedback reporting. Notably, the system has demonstrated its dependability and resilience during high-volume transaction periods, such as enrollment.

Among its major advantages is the fact that the CCSMS was developed in-house, eliminating the need for additional development costs. Minor campus-specific customizations can be managed internally. Its reliability and proven use over time position the CCSMS as a practical and sustainable solution for broader institutional application.

The benchmarking activity produced several notable outcomes. First, it validated the reliability and functionality of the CCSMS, particularly during peak transaction periods such as enrollment, through direct feedback from users at the Hinunangan Campus. Participants also gained a deeper understanding of the system’s operational features and navigational interface, equipping them to assist in its future deployment. Additionally, the activity enabled the identification of areas for improvement in the current system setup, which will inform enhancements before university-wide implementation. Furthermore, the participants compiled a preliminary list of the technical infrastructure and equipment needed for full-scale deployment, which will guide budget planning. Ultimately, the activity strengthened institutional readiness for digital transformation by reinforcing CART’s and the campuses’ capability to transition from manual to automated client satisfaction processes.

This initiative is a vital step in promoting accountability, efficiency, and quality service delivery at Southern Leyte State University. By embracing digital solutions such as the CCSMS, SLSU reaffirms its commitment to the principles of good governance, innovation, and client-centered service — hallmarks of a responsive and modern public academic institution.