21 Mar 2019
The Power Sector Assets and Liabilities Management Corporation (PSALM) achieved a 96% overall satisfaction rating in the 2018 Customer Satisfaction Survey conducted with its 148 business partners operating across the country. This rating is equivalent to a mean score of 4.4 or a “Satisfactory” descriptive rating.
PSALM’s satisfactory rating is largely due to the conciseness of contracts entered with its business partners, clarity of implementation of business processes and behaviors of PSALM’s personnel observed by its business partners. The Survey revealed that PSALM personnel exhibited qualities which include responsiveness, immediate action to needs and inquiries, continuous updating of changes in business processes and courteous, easy-to-contact staff. The business partners composed of external suppliers, independent power producers and power customers assessed PSALM on the following metrics: (1) staff and organization, (2) handling of complaints, (3) records keeping, (4) information and communication and (5) facilities.
The annual Customer Satisfaction Survey is a mechanism implemented by PSALM and a requirement of the Governance Commission for Government-Owned and Controlled Corporations (GCG) to obtain feedback and insights on the delivery of PSALM services. The results of this survey provide PSALM with necessary information for continuous improvement of its operations and in achieving targets in line with the Corporate Performance Scorecard set by the GCG. In 2018, the GCG prescribed a survey format to be uniformly administered by all participating GOCCs. The results of the survey also reflect on the management’s compliance to the requirements of PSALM’s Integrated Management System (IMS).
Corporate Communications Division