May 11, 2026— In line with the Durano Administration’s commitment to transparent, responsive, and citizen-focused governance, the City Mayor’s Office, through the Human Resource Management Office (HRMO) and the Public Information Office (PIO), conducted an Operational Reinforcement on the Anti-Red Tape Act (ARTA) and Ease of Doing Business  (EODB) for the first batch of Public Assistance and Complaints Desk (PACD) Officers.

The reinforcement highlighted the importance of feedback mechanisms in improving government services, particularly through the implementation of the ARTA Client Satisfaction Measurement (CSM) system and the strengthening of Danao City’s existing local feedback platform, “Danao Naminaw Action Now.”

Participants are oriented on the role of PACD Officers as frontline partners in public service tasked to assist clients, facilitate proper guidance, and encourage honest feedback from the public. Discussions also focuses on proper decorum, visible assistance desks, feedback collection procedures, and the importance of maintaining professionalism, courtesy, and confidentiality in dealing with clients.

The initiative also reinforces the city government’s Connectivity Agenda and Smiling City Hall Program, which aim to build stronger citizen-government relationships through accessible, efficient, and people-centered public service.

Under the service reinforcement framework, PACD Officers are reminded on the proper administration of CSM forms, which assess public experience in areas such as responsiveness, reliability, communication, integrity, access to services, and overall satisfaction, while the PIO regularly retrieves and consolidates feedback data to support service evaluation and data-driven improvements across offices.

Mayor Nito Durano emphasizes that effective governance begins with listening to the needs and experiences of constituents, underscoring the importance of feedback systems in strengthening public trust and accountability.

“Good governance starts with listening,” Mayor Durano remarks reaffirming the city government’s shared commitment to responsive and transparent public service for every Danawanon.