The Philippine Statistics Authority (PSA) said it achieved a 98.9-percent resolution rate for public concerns endorsed by the Anti-Red Tape Authority (ARTA) in the first 10 months of 2025, reaffirming its commitment to quality public service.
It said that from January to October 2025, the agency resolved 90 of the 91 concerns endorsed by ARTA, which included general queries, requests for assistance, follow-throughs and complaints received by the PSA central office and field offices.
National statistician and civil registrar general Claire Dennis Mapa said that while the ARTA-endorsed concerns represent a very small percentage of the agency’s daily transaction volume, the PSA treats every concern with utmost importance.
“Every PSA personnel is committed to providing solid, responsive and world-class service that Filipinos deserve,” Mapa said.
The remaining ARTA-endorsed concerns are currently being addressed and prioritized due to their highly technical nature. The agency ensures that responses adhere to the 3-7-20 rule, the government’s standard for processing time based on the complexity of the concern, in line with the PSA’s Citizen’s Charter.
From January to October 2025, the PSA recorded an estimated 19.17 million individuals who transacted with the agency for civil registration and National ID.
The PSA said it is also supporting ARTA’s goals by participating in the pilot implementation of the ARTA Report Card Survey (RCS) 2.0.
In 2023, the PSA’s Civil Registry System (CRS) Outlet – Dipolog City was recognized with an RCS Gold Award and Plaque of Recognition for its “Excellent” Rating, while the CRS Outlet – Baguio City earned an RCS Silver Award for its “Very Satisfactory” rating.
To improve service delivery, the PSA said it maintains strong client feedback mechanisms. “We have established a wide range of feedback mechanisms for the public to reach out—online, through our hotlines and via our Public Assistance and Complaints Desks,” Mapa said.
The PSA opened six additional CRS outlets and one local government unit-operated outlet, with four of the six new CRS outlets located in Mindanao, and one in the Bangsamoro Autonomous Region in Muslim Mindanao.
The PSA said it also introduced the Premium Annotation Service (PAS) in seven selected CRS outlets nationwide, which removes the need for clients needing corrections on civil registry documents to travel to the PSA Central Office. Through PAS, the annotated document can be claimed within 10 working days.
 achieved a 98.9 percent resolution rate for public concerns endorsed by the Anti-Red Tape Authority (ARTA) from January to October 2025, underscoring its commitment to high-quality public service delivery.){kind=link}