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DEPARTMENT ORDER NO.
Series of 2015
WHEREAS, CSC Resolution No. 1200481 and MC No. 6, s. 2012 provided the Guidelines in
the Establishment and Implementation of Agency Strategic Performance Management
System (SPMS);
WHEREAS, in October 2014, the DTI Performance Management Team issued Resolution No.
01-2014 resolving to endorse the DTI-SPMS to the Civil Service Commission (CSC} for
approval.
WHEREAS, the CSC approved the proposed DTI-SPMS on February 18, 2015;
This Order is effective immediately and shall remain in force and effect until amended or
superseded.
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Pnra sa !mll!l SAYAN
February 18,
2015
R. C R U Z
.Mr. J O E L
Director . . . .
attve Servtce
Re so urc es end Admtmstr
Hum an ustry
of Trade and Ind
Department Bui ldi ng
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1 Se n. Gil Puyat Aven
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1200 Makati
City
r Cruz:
oear Directo o of the
IV Lydia Alba-CastiU
you r letter addressed to Di rector of the action
to on
this refers
(CSC-NCR) requ
esting reconsiderati
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Signed Resolution by the Performance
Management Team (PMT) re Establishment of
the DTI Strategic Performance Management
System (SPMS)
@tt�bl�ftnt,�w �t��p�mentQf T:r.i4e:and ln�ustry
..
WHeREAS, moreover, Item 4 of the said resolution provides that "an employee may progress frorp Step 1
to 8 of the salary g�e allocation of his/ller positiqn in recOQI1ition of meritorious performanC$ based on perforrrl ance
management syStem approved by the esc. and/or through . length of service, in accordan� with the rules and
regulations to be promulgated jointly by the DBM and the CSC";
WHEREAS, further, Item 17(c) of the said resolution likewise states that '1he esc, in developing the
Performance Management System, shall ensure that personnel performance s hall be linked with organization al
performance in order to enhance the performance orientation of the compensation system";:.f>
WHEREAS, Section 5 of Administrative Order No. 241 provides that "agwtcies shall institute a Performance
Evaluation System based on objectively measured output and performance ofYpersonnel and units, such as the
Performance Management System-Office Performance Evaluation System developed by the CSC";
WHEREAS, Administrative Order No. 25 dated December 21, 2011, p rovides for the creation of Results
Based Performance Management System (RBPMS) which Will h armon ize , streamline, and simplify all exist i ng
mon i tor i ng and reporting requireme nts and processes;
WHEREAS, the CSC has promulgated in CSC resolution No. 1200481 dated March 16, 2012, the attached
Guidelines for the Establishment and Implementation of Agency Stra te g ic Performance Mpmagement System
(SPMS);
WHEREAS, with the aim of concretizing the li nkage between i ndividual performa nce and the agency's
overall performance through the Organizational Performance Indicator framework (OPIF), cpnsistent with the goals
and objectives set under the PDP, the s trateg i es of the DTI, and the operational work. plans of its agencies.
bureaus/offices. the De pa rtme nt of Trade and Industry (DTl) has adopted the Performance Governance System
(PGS) in cooperation with private governance partners,
WHEREAS, the Performance Governance System is the local ada ptatio n of Norton and Kaplan's Balanced
Scorecar d for tracking performance using critical measures to ensure organizational reform. It translates statements
of governa nce and vision to actionable strateg ies and commitments le a d ing to the realization of breakthrough results
through four perspect ive s name ly: Customer, Internal Process, Learning and Growth, and Finance. It aims to ensure
organiza tional effectiveness by cascading institutional accountabilities to the various levels of the organization
anchored on the establishment of scientific basis for performance targets and measures, and most importantly,
improve office and ind ividual performance through a systematic approach of establishing stra tegic p erfor mance
objectives, measuring p erfor mance, and collecting analyzing, reviewing and reporting performance d ata ;
·
·.•• $; POP �11-2016, �lt�pter 7 (GQOd Governance and the Rule of ihe Law}, recognizes ttlat the
:: i& qne PMS approa.cn that has been proven to create an effective alignment:
WHEBEA$1 or:t J�nuary 10, 2001, Civil Service Resolution No. 010112 was promulgate<;� and Memorandvm
Circular No. 01:sed�S.of 2001 was Issued, provides for revised policies on Programs on Awards and Incentives for
Service Excellence (PRAIS�);
. • :. I .QFI July 20, 2012, EXecutive Order No: 80 was issued mandating me adQptitm Of, R�rtorman®
�ys�m (PBJS) consisting of Productivity �:n�ancerrient ·Incentive (PEl) a�!1 f'erromi�nea•a:i:i$:ed .
WHEREAS, we the members of the DTI Performance Management Team r�viewed the provisions of the
DT I
- , SPMS and agreed to endorse the same to the DTI Secretary for onward transmittal to the esc, Therefore:
DIRECTOR PATRICIA
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1.1 It is focused on li nking individual performance vis-a�vis the agency's organizational vision,
mission, and strategic goals. It is envisioned as a tec hn ology composed of strcrtegies,
methods, and tools to ensure fulfilment of the functions of the agency and its personnel as
well as to assess the accomplishments.
1.2 lt is a mechanism that ensures that the employee achieves the objectives set by the
organization and the organization, on the other hand, ach ieves the objectives that it has set
for itself in its strategic plan .
1.3 It is the heart of th e human resource system because information produced from it is useful
in human resource planning, management, and decision�making processes.
1.4 It follo ws the four-stage PMS cycle: performance planning and commitment, performance
monitoring and coaching, performance review and evaluation and performance rewarding
and development planning.
To ensure the successful implementation of the DTI-SPMS, the following mechanisms must be
present, operational, and maintained:
The DTI adopts a competency-based selection process through tools and methods that
assess and evaluate the qualifications of candidates for appointments to various positions.
Core Success Profiles for specific job levels have been developed to define the core
requirements needed to ensure success in a particular job or position. The Success Profile
describes the ideal candidate in terms of knowledge, what people know; the technical
and/or professional information needed to successfully perform job activities; experience,
what people have done, the educational and work achievements needed to successfully
perform job activities; competencies, what people can do, the clusters of behaviors or
competencies performed on a job; and personal attributes, who people are, the personal
dispositions and motivations that relate to job satisfaction, job success, or failure. Specific
Job Competency Profiles for identified job families in the Department shall likewise be
developed to determine the competency requirements in ensuring organizational success
and achieving employees' career objectives.
Consistent with CSC rul es, a Performance Awards and Incentives for Service Excellence
(PRAISE) system shall be developed to m o tivate employees to support the strategic
direction, the a lignm ent of personal goals with the goals of the organization.
Supervisors are expected to serve as coaches or mentors, who can provide an enabling
envi ron ment that will help improve team performance, and to manage and develop
individual potentials.
The Department's Information Syst e m s Strategic Plan (ISSP) supports SPMS in terms of
p roviding the necessa ry ICT infrastructure to ena ble systems on project documentation,
knowledge and inform�tion m8fllagement, and performance monitoring and evaluation.
...
Critical to the success of the OTI-SPMS is an awareness of the need for change, and building
up readiness and acceptance. A change management program starts with a description of
the desirable future state, and the change that needs to be effected. Transparency is crucial
to OTI's change management program, and communicating the process is integral to
managing change. A regular, repetitive, consistent, and reassuring communication process
shall be implemented bearing in mind the relevance and impact of achieving such change to
each member of the organization.
Securing the involvement and commitment of officials
and employees of the Department shall be a key objective cognizant that effective
organization change requires significant dramatic leaps.
Strategy determines direction. The DTI, in defining its strategies, shall review its
Organizational Performance Indicator Framework (OPIF) in accordance with DBM guidelines.
The main rationale of the Programs, Activities, and Projects (PAPs) restructuring is to
establish the link of the PAPs to the Major Final Outputs (MFOs) for better cost estimation
and expenditure prioritization. Activities that do not fall within the legal mandate of a
department/agency, or are not linked to an MFO, should be considered for restructuring. It
is the objective of the Government to use a results-based budgeting system or the OPIF as
basis for allocating the budget and monitoring, reporting and evaluating
department/agency performance. Consistent with the OPIF, the DTI shall clarify its
organization vision and mission, and values, and define its change agenda. A strategic
planning process to design, review and update units and support units at all organizational
levels are consistent and connected to the organization strategy with the end in view of
contributing to the attainment of the agency's vision.
3.1.3 Lin k performance management with other Human Resources systems and ensure
adherence to the principles a nd objectives of a performance based tenure and
incentive system.
3.2.6 Promote transparency and provide mechanism for appeals and resolution of
conflicts and/or disagreements.
Performance goals and m easu re me nt are aligned to the national development plans, agency
mandate/vision/mission, and strategic priorities and/or organizational performance
indicator framework. Standards are pr ede t e rmined to e nsure efficient use and management
of inputs and work processes. These standards are integrated into the succ ess indicators as
organizational objectives and cascaded down to operational level.
4.2 Outputs/Outcomes-based
The system puts premium on major final outputs that contributes to the fulfilment of
organizational mandate, realization of mission/vision, execution of strategic priorities, and
achievement of outputs and outcomes.
Accountabilities and individual roles in the achievement of organizational goals are clearly
defined to give way to collective goal setting and performance rating. Individual dashboards
are linked with their respective division/unit/office work plan and/or Performance
Governance System (PGS) scorecard to establish clear linkage between organizational and
individual performance.
4.4 User-friendly
The forms used for both the organizational and individual performance are similar and easy
to accomplish. The organizational and individual deliverables and success indicators are
aligned to facilitate the cascading of goals to staff members and the harmonization of
organizational and individual performance ratings.
Monitoring and Evaluation mechanisms and Information Systems are vital components of
the SPMS in order to facilitate linkage between organizational and employee performance.
The DTI shall use automation and other necessary tools and resources available to ensure
generation of timely, accurate, and reliable information for performance monitoring/
tracking, program improvement and policy decision-making.
A program to orient agency officials and employees on the new and revised policies on SPMS
shall be implemented. This is to promote awareness and interest on the system, generate
employees' appreciation for the agency SPMS as a management tool for performance
planning, control and improvement, and guarantee employees' internalization of their role
as partners of management and co-employees in meeting organizational performance goals.
5.1.1 Primarily responsible and accountable for the establishment and implementation of
theSPMS;
5.1.2 Set asency pe rformance goats and objectives and performance m eas ures;
As provided in the Department Order 14-31 (s.2014), the PMT shall be composed of the
following:
5.2.1.3 Set consultation meeting of all Heads of Offices for the purpose of
discussing the targets set in the PGS Scorecards;
5.2.1.4 Ensure that Office performance targets and measures, as well as the
budget are aligned with those of the Agency and that work distribution of
Offices/units is rationalized;
5.2.1.6 Act as appeals body and final arbiter for performance management issues
of the Agency;
Regional Offices and Attached Agencies may create sub-PMTs to implement, review,
formulate, and recommend enhancements in the DTI-SPMS, and implement the above
mentioned tasks, whenever necessary. The Sub-PMTs must be chaired by the head of office
with the designated planning officer/unit serving as its secretariat.
5.3.1 Monitor submission of PGS Scorecards and Performance Contracts and schedule
the review/ evaluation of Office Commitments by the PMT before the start of a
performance period;
5.3.2 Consolidate, review, evaluate, and provide the initial performance assessment of the
bureaus/offices based on reported Office accomplishments against the success
indicators (strategic measures). The result of the assessment shall be the basis of
PMT's recommendation to the DTI Secretary who shall determine the final
Bureau/Office rating; and
5.4.2 Review the Summary List of Individual Performance Rating submitted by the
bureau/office HR Partner;
5.4.3 Provide analytical data on retention, skill/competency gaps, and talent development
plans that align with strategic plans;
5.4.4 Coordinate developmental interventions that will form part of the HR Plan; and
5.4.5 Ensure that employees with Below Satisfactory and Poor Performance are provided
with necessary development intervention to improve performance.
5.5.1 Assume primary re spo nsi bility for pe rfor m ance management in his/her
Bureau/Office;
5.5.2 Con duct strategic plannin g session with th e supervisors and staff and agree on the
outputs that sho uld be accomplished based on the goals and objectives of the
organization and submit the PGS Scorecard s and Performance Contracts to the
COrPian;
5.5.3 Review and a pp rove individual employee's Scorecards/Dashboards for su b mi ssio n to
the HRAS before the start of the performance period;
5.5.4 Submit a q ua rte rly accomplishment report to the CorPian based on the SPMS
calendar, which shall form part he reof;
5.5.5 Do ini tial assessment of Bureau's/Office's performance using the approved PGS
Scorecards/ Performance Con tracts;
5.5.6 Determine tha fintil essessmen t of the performance level of the individual
·
• Re co m mend and discuss a developmental plan with the subordinates who obtain
Below Satisfactory Performance during the rating period not later than one {1)
month after the end of the said period (i.e. January of succeeding year) and
prepare a written notice/advice to subordinates that a succeeding Below
Satisfactory Performance shall warrant their separation from the service.
• Provide HRAS with a copy of the written notice issued to the concerned employee
5.6.1 Assume joint responsibility with the Head of Office in ensuring attainment of
performance objectives and targets;
5.6.3 Monitor closely the status of the performance of their subordinates and provide
support and assistance through the conduct of coaching for the attainment of
targets set by the Division/Unit and individual employee;
5.7.1 Coordinate the preparation and m onito rin g of PGS Scorecards and Performance
Contracts and budget execution documents;
5.7.2 Monitor plans and programs of the i r respective bureaus and ensure timely
submission of accomplishment reports and co mplian ce requirements of oversight
agencies such as Office of the P r esi den t, Presidential M a na ge m en t Staff, NEDA and
DTI Offtce of the Secretary among others; and
5.8.2 Act as intermediary or point person with regard to coordinating employee concerns
with HRAS;
5.8.3 Ensure the timely submission of required documents to HRAS and that requested
forms and documents are complete with attachments and properly accomplished
before transmitting the same to HRAS; and
5.8.4 Ensure that written notices to employees with "Below Satisfactory" or "Poor"
Performance are transmitted to HRAS.
5.9.2 Prepare individual dashboard and commit to support meaningful and challenging
targets; and
5.9.3 Take charge in pursuing professional advancement and exploring opportunities for
growth.
The DTI-SPMS shall be uniformly and con si stently implemented across DTI taking into account the
following four major steps:
6.2.1 Monitoring
6.2.2 Coaching
7.2 Agency Performance Review Conference (APRC) - conducted annually by the Corporate
Planning Service for the purpose of discussing the Office as ses s m ent (PGS Scorecard) with
concerned Heads of Offices. This shall include the pa rticipation of the Financial and
Management service with regards to budget utiUzation, among others.
7.3 Behavioral Assessment- It is measured through an annual 360° Behavioral Asse ssment
Survey administered to identified raters.
7.5 DTI SPMS - A system that connects individual performance to the scorecard of top
management.
7.6 DTI Stratecv Map -It illustrates the values, mission, and values of the organization. It also
defines the strategies and the reforms to be pursued to accomplish the vision. The strategy
map is balanced, as the strategies cover four major perspectives: external stakeholders
(customers}, core processes (MFO), People & Organization and Resources necessary to
achieve goals set.
7.7 Individual Dashboard - It shows the personal contribution of each team member to the
accomplishment of DTI's strategic objectives.
7.8 Job Levels - Classes of positions in the career service appointment to which requires
examination shall be grouped into three major levels as follows:
a) The first (1st) level shall include clerical, trades, crafts, and custodial service positions
which involve non-professional or sub-professional work in a non-supervisory and
supervisory capacity requiring less than four year of collegiate studies;
b) The second (2"d) level shall include professional, technical and scientific positions which
involve professional, technical and scientific work in a non-supervisory or supervisory
capacity requiring at least four year collegiate work up to Division Chief level;
c) The third
{3rd) level shall cover positions in the Career Executive Service.
7.9 LEAD (formerly entitled Human Capital Development) - It embodies the agency's collective
effort aimed at promoting people development and lifelong learning through a wide range
of PAPs that facilitate both professional {knowledge and skills) and personal (talents, social
and spiritual) growth. LEAD includes competency assessment, impact evaluation, and
program learning mechanisms, scholarship management and organizational development.
7.10 LOGFRAME- A management tool used to improve the design of interventions, most often at
the project level. It involves identifying strategic elements (inputs, outputs, outcomes,
impact) and their causal relationships, indicators, and the assumptions or risk that may
influence success and failure. It thus facilitates planning, execution, and evaluation of a
development intervention.
7.12 Measures Profile - An inst ru me n t that defines and sets standa rd s for the uniform
interpretation of the measures.
7.14 Orcanizational Outcomes - These are short to medium term benefits to clients and
community which resulted from the accomplishment of t h e MFOs.
7.15 PAPs Structure - A current budgeting framework used to approp ri ate funds in the General
Appropriations Act (GAA). The grouping of PAPs identified with an MFO will work towards
the accounting of the budget resources made available for each department/agency for
generation of its MFO. As a ru le, one PAP shall be attributed to only on e MFO.
7.16 PBB- Performance Based Bonus is a to p up bonus given to personnel of bureaus or delivery
-
units in accordance with their contribution to the accomplishment of their Departm ent s '
7.17 PBIS - Performance Based Incentive System is a process which aims to motivate higher
performance and greater accountability in the public sector, consisting of PEl and PBB (E. 0
No. 80, 20 July, 2012).
7.18 PDAP - Professional Development Action Plan is a tool used to prepare and monitor an
employee action p lan in address ing identified development priorities which contains the
consequences and recommendations appropriate to the performance shown by the
employee.
7.24 PGS - the local adaptation of Norton and Kaplan's Balanced Scorecard for tracking
performance using critical measures to ensure organizational reform. It translates
statements of governance and vision to actionable strategies and commitments leading to
the realization of breakthrough results through four perspectives: Customer, Internal
Process, learning & Growth, and Finance.
7.25 PMS- A set of processes that establishes a shared understanding of what will be achieved
(goals), how it will be achieved, and managing people in a way that will increase the
probability that goals will be achieved. It is a mechanism to address the demand to produce
tangible results. The PMS is a means to professionalize the civil service.
7.29 Procrams, Activities,Projects (PAPs) - These are key activities and processes
and
undertaken by the department/agency to achieve the MFOs, Outcomes, and Goals.
7.32 Sectoral Goals - These are the longer-term benefits to the sector resulting from the
initiatives, changes, and outcomes of an organization, department or agency.
7.33 Societal Goals - Serves as the societal benefits resulting from sectoral changes, these are
the ultimate policy objectives of the government that describe the desirable impact of the
MFOs on society.
7.35 Strategic Measures - These are key performance indicators (KPI) that monitor the
implementation and effectiveness of an organization's strategies, determine the gap
between actual and targeted performance and determine organization effectiveness and
operational efficiency.
7.37 Value Chain - A sequence and configuration of activities that enable the organization to
deliver value to its constituents.
8.1 The DTI SPMS Framework shows the alignment of individual performance with
organization's strategic objectives. It is an integrated system, which focuses on measuring
performance across all levels in the organization.
SPMS FRAMEWORK
It
f runaionat�•ScorecwJ
It
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1.1 The Performance Governance System (PGS) is the local adaptation of Norton and Kaplan's
Balanced Scorecard used for tracking performance using critical measures to ens ure
organizational reform. It translates statements of governance and vision to actionable
strategies and commitments leading to the realization of breakthrough results through four
perspectives namely: Customer, Internal Process, Learning and Growth, and Finance. It aims
to ensure organizational effectiveness by cascading institutional accountabilities to the
various levels of the organization anchored on the establishment of scJentiflc basis for
performance targets and measures, and most importantly, improve office and individual
performance through a systematic approach of establishing strategic performance
objectives, measuring performance, and collecting, analysing, reviewing, and reporting
performance data.
1.2.1 Attain national development and sector outcomes during budget preparation and
execution; and
1.2.2.1 Get the most value for money in the way they provide goods and services
to the public (i.e. operational efficiency);
1.2.2.2 Use available resources for priority expenditures (i.e. fiscal discipline);
1.2.2.3 Spending money on the right things or right priorities (i.e. Allocative
efficiency).
1.3 As a National G overnment Agency ( NGA), the DTI has created a consolidated logframe that
puts together the organizational outcomes and MFO's of the DTI's Office of the Secretary
(OSEC) and each of its attached agencies. A consolidated logframe shows cohesion of
services among its attached agencies, central and regional offices. Since the goods and
services provided by OSEC agencies and attached agencies are complementary, the
Figure 3
DTI Consolidated LogFrame (2013-2016)
1.5 PGS P lanning Process. A three- track planning process shall be implemented under the PGS
as follows:
1.5.1 The Strategy Formu lation Process involves the conduct of visioning exercise, the
formulation of a change agenda, and the development of a strategy map. An
Enterprise Scorecard is then developed to measure targets, cognizant of the
principle that "what cannot be measured, cannot be managed". Annex A shows the
DTI Change Agenda, Strategy Map, and DTI Enterprise Scorecard.
1.5.2 Strategy Execution Process - Consistent with the Whole of Government Results
Based Performance Managem ent Framework (RBM), this process involves
program ming (budgeting for results), implementing for results, monitoring for
results, and evaluating for results. The creators of the Balanced Scorecard
underscore the execution of strategies as the key to an effective performance
management. Execution therefore begins with a well formulated strategy. To
monitor the effectiveness of these strategies, the PGS monitoring and reporting
framework shall be classified into two major activities:
This shall a lso refer to the annual planning conference of the DTI, where
strategies a re revisited, taking into account external conditions and
refocusing of priorities among others.
1.5.3 Stratesv Refresh occurs over a 3 to 5 year cycle. The o bjective of the strategy
refresh sessions is to improve or transform strategy, whenever necessary.
Complementing the PDP formu lation, the DTI d u ring the strategy refresh, may revisit
the vision, values, and develop new strategies.
II
Figure 5
PGS Planning Process
1.7 DTI Scorecard Infrastructure. Each agency, bureau, office, or unit of the DTI are expected to
execute and monitor the same strategy.
1.7.2 a
Each scorecard sh ll cover the four perspectives of external stakeholders, i.e. Core
Processes, People and Organization, and Resources.
1.7.3 The DTI scorecards contain strategic measures or Key Performance Indicators (KPis)
that focus on results or outcomes, i.e. Lag Indicators, and are subjected to a four -
way test to ensure quality:
1.7.3.1 Does the measure focus on the envisioned strategic shifts?
1. 7 .3.2 Is the measure quantifiable, reliable, and repeatable over time?
1.7.3.3 Can meaningful targets be established?
1.7.3.4 Is this meaningful on a monthly or quarterly basis?
1.7.4 Each scorecard sets the necessary targets in the medium term and outlines strategic
initiatives or projects to achieve end results. Accountable units and persons are
identified who would be responsible for obtaining results.
1.7.5 Individual Dashboards. Operational dashboards are designed to drive and monitor
operational execution. It articulates the link between management of strategy and
operations. Each member of the DTI organization shall prepare his/her own
dashboard where the individual is measured based on key functions/processes that
he/she performs for the organization. The Individual Dashboard shows the personal
contribution of each team member to the accomplishment of DTI's strategic
objectives. The appraisal of the employee's performance should be on both
achievement of targets or results and the demonstration of values and
competencies deemed essential for all employees. While quantitative indicators
1.8 Organizati�l P•rformance Rating (OPR). The u n it's organizational performance shall be
based on the PGS Scorecard of the Office/Bureau/Atta c h ed Agency and the rating of their
Supervising Undersecretary. In the case of the Regional Offices, a system of ran king the
Regiona l and Provincial Offices may be established to determine the OPR of each office
within the region . The Corporate Planning Service (CorPian) shall report yearly to the DTI
Executive Committee the consolidated ac com p li shme nts of all units/offices and attached
agencies of the Department.
The ra n king of orga ni zations will be com puted based o n a "pass/fail" count per the strategic
measure indicated in the PGS Scorecard. Hence, a unit will receive a "Pass" if the said unit
has accomplished at least 90% of ta rgets set per strategic measure. If the said u nit did no t
achieve at le ast 90% of the target set, this will re sult and be cou nted as "Fail". A rating is
determined by the number of "Pass" target relative to the total nu mbe r of valid strategic
measures using the PGS Rating Matrix (please refer to Annex C: PGS Rating Matrix).
In me asu ring organizational performance under the i mplemen t atio n of the Pe rform ance
Based Incentive System, the DTI may adhere to prescribed monitoring tools such as
Performance Contra cts (Planning Toolkit) to determine the unit/agency eligibility. It is
understood that the key performance indicators in the Planning Toolkit shall be consistent
with the PGS Scorecard. The Planning Toolkit issued by the Cabinet Secretary is enclosed as
Annex D.
2.1 Coverage
2.2.1 Dashboard Form z. The form reflects the targets for the year and commitment
between the employee and his/her superior. This form must be acco m plishe d not
later than end of March of a give n year.
2.2.2 Dashboard Form X. The form will reflect the ta rgets and accomplishments for the
year and feedback comments from the immediate supervisor. Performance .Report
to reflect the I ndivi dua l Performance Rating (IPR) of the employee for the year as
well as the certification that the employee and the supervisor have conducted their
assessment/feedback.
2.3.1 Performance Planning a.nd Commitment. Each dashboard must contribute to the
strategic objectives of the last cascaded unit.
2.3.2.1 Rating Period. For incumbents of 3rd level positions, the rating period
shall be in accordance with the rules on CESPES. For first and second level
employees, there shall be an annual rating period, from January to
December of the calendar year.
2.3.3.1 In determining the PGS rating for 1st and 2nd level employees, an
individual shall receive a "Pass" if he/she has accomplished at least 90% of
ta rgets set per strategic/success measure in his/her scorecard/ dashboard.
If the individual is unable to attain at least 90%, this will be counted as
"Fail" . The rating is determined by the number of "Pass" relative to the
total number of valid strateg ic/success measures using the PGS Rating
Matrix.
Final Individual Performance Rating (FIPR) is computed using the individ ual's OPR
and IPR. The DTI ExCom or DTI PMT may revise the weights/proportion as may be
necessary a nd ensure that all e mployees are properly notified.
1.1 Program Objectives. As a Learning Organization, DTI, through the LEAD Prog ra m, aims to:
1.1.1 I mplem e nt a more progressive and an efficient human resource management and
development system;
1.1.2 Implement a Targeted/Focused Competency Trai nin g P rogra m;
1.1.3 Pursue p rogram s that shall p ro mote DTI values and brand as an "Agency of Choice";
1.1.4 Implement a holistic wellness program (physical, mental, social, and spiritual);
1.1.5 Provide an Orientation Program for new entrants; and
1.1.6 Offer a preparatory Retirement Program for retirees.
1.2 Capacity Building Programs. The Department, through the adoption of a targeted training
program aimed at addressing individual development needs, shall:
1.2.1 Intensify capacity-building efforts focused on specific job families, particularly mid
level managers and strategic specialists (i.e. SME Experts, enforcers and negotiators,
and Foreign Trade Service Officers);
1.2.2 Promote personal growth and well-being of all employees through the infusion of
values-based and wellness courses provide employees a brief respite from work,
allowing them to learn other skills that will be useful in their current work as well as
in other personal pursuits;
1.2.3 Offer world-class, cutting-edge, and differentiated courses that promote efficiency
and cultivate functional competencies in work performance redounding to the
improved delivery of DTI services. These shall cover a broad array of knowledge and
development areas such as business communication, information and
communication technology, leadership, and management. These sessions deepen
DTI not only as a competency-based agency but also as an integrity-centered
organization;
1.2.4 Promote "on-the-job" training, coaching, and mentoring and other established
forms of intervention.
results of the assessment shall be discussed by the Head of Office and supervisors with the
individual employee at the end of each rating period.
1.3.1 A Professional Development Action Plan (PDAP} shall be prepared at the sta rt of the
yea r to address performance/competency gaps of em p loyees, especially those with
Below Satisfactory and Poor Performance ratings. The PDAP shall include an action
agenda containing specific interventions (i.e. training programs, mentoring, on�the
job-tralnings), timeline and schedule of regular monitoring to measure and ensure
progress;
1.3.2 The effective implementation of developmental interventions such as on-the�job
training, mentoring, a nd coaching shall be the shared responsibility and
accountability among top officials, human resource staff, supervisors, a nd
employees of the Department.
It shall adhere to the principle of providing incentives and awards based on performance, innovative
ideas and exemplary behavior and shall give emphasis o n the timeliness of giving award or
recognitio n . Aside from the conferment of awards during the traditional or planned awarding
ceremonies, the spirit of on-the-spot grant of recognition shall be institutionalized. It shall provide
both monetary and non-monetary awards and incentives to recogni�:e, acknowledge, a nd reward
productive, creative, innovative, and ethical behavior of employees through formal and informal
modes. For this purpose, PRAISE shall encourage the grant of non-monetary awards. Monetary
awards shall be granted only when the suggestions, inventions, superior accomplishments, and
other personal efforts result in monetary savings which shall not exceed 20% of the savings
generated .
2.1 DTI PRAISE. The DTI Praise shall have three components:
In accordance with esc MC No. 01 series 2001, the Depa rtment hereby promulgates
the types of awards and the corresponding incentives as authorized by law:
2.1.1.1 Grant of Step Increment Due to Length of Service or Longevity Pav shall be
granted to qualified person nel for every three (3) years of continuous
satisfactory service in his/her present position.
b. Length of service in the present position shall also include the period
rendered by an incumbent prior to his/her transfer within the same
agency o r to a nother agency in a position with the same or
comparable position and salary grade .
2.1.1.2 Retirement Award shall be given to a retiree who has rendered at least 15
years of satisfactory government service in accordance with Section 7 (f),
Rule X, and Omnibus Rules Im plementing Book V of Executive Order No.
292. Monetary and non-monetary tokens of gratitude shall be granted to
retirees for their years in public service, the value and form of which shall
be determined by the PMT.
2.1. 1.3 Loyaltv Award shall be granted to a n employee who has completed at least
ten ( 10) years of continuous and satisfactory service in the government in
accorda nce with esc MC No. 42 s. 1992 and other existing guidelines. To
celebrate employee's m ilestone year in government service, the recipient
shall be entitled to tokens as may be determined by the PMT a nd published
in a gift catalogue subject to regular review/updating.
2. 1.2.1 The maximum number of em ployees that may be granted Step I ncrements
Due to Meritorious Performance in a ny given year shall be limited to five
percent (5%) of all incumbent officials and employees in an agency.
2.1.2.3 Officials and employees shall be ranked sepa ratel y in accordance wit h the
fo llowi ng scheme and shall be the basis in determining the 5% maximum
number of grantees:
"Sec. 35. Employee Suggestion and Incentive Awards System. There shall be
established a government-wide employee suggestion and i ncentive awards
system which shall be administered under such rules, regulations, and standards
as may be promulgated by the Commission.
"Sections 5 and 6. The awards and incentives system shall provide both
monetary and non�monetary awards a nd incentives to recognize,
acknowledge, and reward innovative ideas and prod uctive, creative and
ethical behavior of employees
through formal and i nfo rmal mode.
Monetary awards be granted only when the suggestions,
shall
inventions, superior accomplishments a..nd othe r personal efforts result
in monetary savings which shall not exceed 20% of the savi ngs
generated.11
2.1.3.4 Subject to the above condi tion s and the approval of the DTI Sec retary,
SPRints awardees may be granted monetary and non-moneta ry awards
such as but not limited to
c. Tokens a nd other forms for nominees and other special awards that
may be ide nt ified by the SPRints Committee.
The training b udget of the Department is intended to fund expenses related to the participation I
attendance of DTI personnel to training, conventions and seminars I workshops and scholarship
programs. At least 20% of the Department's training budget shall be allocated for initiatives under
the Human Capital· Development (LEAD and P RAISE) to be administered by the H uman Resource and
Administrative Service ( H RAS).
section 2. SANCTIONS
2.2 Adm i nistrative sanction for violation of reasonable office rules and regulations and simple
neglect of d uty comm itted by supervisors or em ployees responsible for the delay or non
submission of the office and individ ual performance;
2.3 Adm i nistrative offense for neglect of d uty for fa ilure on the part of the Head of Office to
comply with the req uired notices to their subordinates for their "Below Satisfactory" or
"Poor" performa nce d u ring a rating period.
Section 3 . APPEALS
3.1 Office performance assessment as discussed in the Agency Performance Review Conference
(APRC) shall be final and not appealable. Any issues raised or a ppeals submitted on the
initial performance assessment of an Office shall be discussed a nd decided during the APRC.
3.3 ThePMT sllalt d ecide on t he a ppeals within one month from receipt. Appeals lodged at any
PMT shall follow the hierarch ical jurisdiction of various PMTs in an agency.
3.4 Officials or employees who are separated from the service on the basis of "Be low
Satisfactory'' or "Poor'' performance rati ng can appeal their separation to the esc or its
concerned regional office within 15 days from receipt of the order or notice of separation.
Decentralized .data analysis; reactive; delayed KNOWLEDGE Participatory and centralized database;
information downloads; inadequate sharing MANAGEMENT proactive; real time information dissemination;
and passing of info shared databases
Sporadic ; short�term ; reactive; Exploratory; DEVELOPMENT long-term, focused and strategic; /targeted
segmented mindsef; lll�prepared and cursory INTERVENTIONS Programs must be based on comprehensive
understanding of
Insufficient information drive (do and do) COMMUNICATION Effective communication reach (do and tell)
lnadeql.late alignment of f)dicies (LGU vs PARTNERSHIPS effective leadership over interagency bodies
NationaO; DTI as coordinator we are responsible for, DTI as drivers
Inconsistent and' weak, perceived as non REGULATION Consistent and forceful, integrity in
transparent implementation, transparent, and systematic
Umited convergence among Functional TEAMWORK More vertical and horizontal interaction
groups
Umited resources/ low budget allocation FUNDING More resources/ higher budget allocation
con s u m e rs
n s u re
c o m p re h e n s ive
Prov i d e E n s u re d e a r,
and sound
s u ffi c i e nt a n d program a n d c o n s i st e nt a n d
p o l i c i es /
effective n etworks o n e nfo rc e m e n t
reg u l a t i o n s
a dvoc a cy a n d tra d e; of r u l e s a n d
c onsiste n t with
com m u n icat i o n i nvest m e nts
PlAN the n a t i o n's best
reg u l a t i o n s
and MSME
20
Maximize o pportunities
from availa ble and
new sour�s of funds
DTI Enterprise Scorecard
Secretary Gregory L. Domingo
�tJNEX A 3 : V1\ ��fRis
�l0�£Cft�O
300
I 300
networks on trade,
and MSME
Increases In Increases In
prevailing prices of prevailing prices
regulations non-agricultural of non-
basic and prime agricultural basic
commodities </= and prime
76% 75%
2.85 3.S
lS 23
Notes: dtlscorecard_v32
82 Source of data: PDI'-2&11·2016 Midterm Update; labor force Survey, Philippine Statistics Authority as of 10242014
os �kehoider Engagement SUrveyIn 2014 wiH be available In the 4th quarter of the year.
Results of the annlllll
G12 Revised boJied o n �gyRefresh 2014 (Breakthrough Goals)
N21 Previous DBM definJtlott<lfbildpt utllzatlon rate adopted (obligations/allotment).New DBM formula for Budget utilization rate = (ratio of total obligations to total releases)
1\N Nti\ � : PC.§ itft1 1N C. Mf)-T It I)\_
,k'lPthr-JN IN b 1\lOl-Kff
Resource
Contrlbutol}' Entities
Requirements
Contribute!}' Entities
Signed by:
Undei'SBCI8tary/
Assistant Secretary
A. Inspire officials and employees i n order to promote and uphold the highest standards of
performance and ethiCs;
C. Recognize a nd reward officials and employees, individually or in group, for their superior
accomplishments, extraordinary acts or services, a n d other personal efforts which
contributed to the improvement of government operations and public service delivery
A. Chapter 5, Title I, Book V, Executive Order No. 292 (Administrative Code of 1987)
Sec. 35.Employee Suggestion and I ncentive Awards System. There shall be established a
government-wide employee suggestion and i ncentive awards system which shall be
administered u nder such rules, regulations, and standards as may be promulgated by the
Commission."
In accordance with rules, regulations, and standards promulgated by the Commission, the
President or Head of each department or agency is authorized to incur whatever necessary
expenses involved i n the honora ry recognition of subordinate officials and employees of
the government who by their suggestions, inventions, superior accomplishments, and
other personal efforts contribute to the effiCie ncy, economy, or other improvement Of
government operations, or who perform such other extraordinary acts or services in the
public i nterest in connection with, or i n relation to, their official employment.
"Sec. 36 {2). Every Secretary or Head of agency shal l take all proper steps toward the
creation of an atmosphere conducive to good supervisor-employee relations and the
improvement of employee mora le."
B. Rul e X, Omnibus Rules Implementing Book V of EO 292 and Other Pe rtinent Civil Service
Laws.
"Sec. 5 (5). The Human Resource Development Service shall design and i mplement human
resource development plans and programs for the personnel of the Department; provide
for present and future manpower needs of the organization; a nd maintain high morale
a nd favorable employee attitudes towards the organization through the continuing design
a nd i mplementation of employee development programs;"
D. CSC Memorandum Circular No. 01 Series of 2001 (Program on Awards and Incentives for
Service Excellence)
"Sec. 1 and 2. Every department or agency sha l l establish its own employee suggestions
and incentives awards system designed to encourage creativity, innovativeness, efficiency,
integrity and productivity in the public service by recognizing and rewa rding officia ls and
e mployees, individually or in groups for their s uggestions, inventions, superior
accomplishments and other personal efforts which contribute to the efficiency, economy,
or other i m p rovement in government operations, or for other extraordi nary acts or
services i n the public interest."
"Sections 5 and 6. The awards and incentives system shall provide both monetary and
non-monetary awards and incentives to recognize, acknowledge, and reward i nnovative
ideas and productive, creative, and ethical behavior of employees through formal a nd
informal mode. Monetary awards shall be granted only when the suggestions, inventions,
superior accomplishments and other personal efforts result in monetary savings which
shall not exceed 20% of the savings generated ."
"Sec. 11 and 13. The committee on awards and incentives system shall ensure that
productivity, innovative ideas, suggestions, and exemplary behavior can be identified,
considered, managed, and implemented on a continuing basis to cover employees at all
levels and shall establish its own internal procedure and strategies."
Ut. Coverage
The SPRINTS shall apply to all officials and employees of the Department of Trade and I n dustry
(DTI) who are occupying career or non-career positions on a permanent, temporary,
contractual, and casual basis who have rendered at least 1 year of service in the Department
immediately at the time of the nomination in recognition of their outstanding performance,
achievement or contribution that affect economy in operation, increase in production,
improved work conditions/services, or such other end-results beneficial to the government,
including heroic acts done in the public interest or through sustained work performance and
consistent manifestation of outstanding work outputs in terms of q uantity without sacrificing
quality and timeliness or rendition of overtime work, etc.
Secretariat HRAS/CorPian
Such awards and incentives shall consist of but not limited to the following:
A. Employee of the Year (EOY) Award shall be granted to officials and rank-and-file
employees who have demonstrated exemplary conduct/behavior and service on the basis
of their previous year's performa nce, i.e. their outputs and observance of DTI Values
within the previous calendar year. EOY awardees shall be selected from among "
B. Special Citation shall be granted to the top performing official or employee from each of
the Regional Offices. Awardees from Attached Agencies and Corporations shall
a utomatically qualify as semi-finalists for the DTI EOY award.
C. Other Awards that the SPRints Com mittee may prescribe as allowed by existing rules and
regulations.
• Status of Employment. Employees on permanent, co-terminus, temporary, casual, and contractual status
• Tenure. M ust have rendered at least one (1} year of service i n the Department at the time of the nomination
• Performance Rating. M ust have o btained at least a Very Satisfactory CESPES/PGS Rating for the a n nual rating period immediately precedi ng the nomination
• Individual Rank. M ust belong to the top 10% of the bureau/office/unit as determined by HRAS based on PMT-prescribed performance documents/criteria
• Has NOT been found guilty of any criminal or administrative offense (including moral turpitude) d uring the period covered, at the time of the nomination and for an
extended period as may be prescribed by the SPRi nts Committee.
11. DEMONSTRATION O F DTI VALUES. Degree of consistent demonstration of exemplary ethical behaviour on the basis of the nominee's observance of th e n i ne (9)
DTI Values which include Professionalism, Service Orientation, Integrity, Conscientiousness, Resourcefulness, Creativity, Loyalty, Teammanship, and Continuous
Learning and Growth .
Nominee qualifications, criteria, and method used in the selection of awardees may be revised I amended by the SPRints Committee or the PMT.
- ---
SPRI NTS MATRIX OF AWARDS AND I NCENTIVES
A. 1} OTI Executive of the Yea r 1. Additional Cash Award or Token amounting to PSO,OOO.oo·:·
2) OTI Emptoyee of the Year 2. Medallion, Trophy, Plaque or Certificate of Recognition·:·
Top two (2) awardees selected from the Finalists (B) 3. Commendation Letter from the Secretary
4. O ne-Steo Increment
8. OTI EOY Finalists 1. Cash Award or Token amounting to PSO,OOO.OO
Top ten (10) awardees selected from the combined candidate pools (C, D and E) 2. Medallion, Trophy, Plaque or Certificate of Recognition·:·
3. Commendation Letter from the Secreta
C. OTI EOV Semi-Finalists 1. Cash Award or Token amounting to P20,000
1} FUNCTJONAL GROUP (FG) 2. Medallion, Trophy, Plaque or Certificate of Recognition<·
One (1) awardee selected from each FG: CPG, /DG, lPG, MSG-OSEC and three 3. Commendation Letter from the Supervising Head I Undersecretary
{3) /rom ROG
2) POSITrON LEVEL
Five {5) awardees selected/rom incumbents representing the three (3) position
levels: 15tLevel, 2"dLevel, and 3'd Level EOY
3) ATTACHED AGENCY (AA) / CORPORATION (CORPO) EOV
One {1) awardee en dorsed as the top perform er from each of the AA's/Corpo's:
801, ClAP, DCP, PTTC, CITEM, /PO, NDC, PEZA, PITC and SB Corp; semifinalists
�
. the DTl EQ.Y award
qualified offitials a nd
submission of
employees who are officially nominated by way of \ 1.
Cash Award or Token amounting to P2,000.0a•
complete no m inatio n documents a n d other requirements to the 2. Commendation Letter from the SPRints Committee or the PMT
SPRints Secretariat I HRAS
•:• Va lue and form of awards and/or tokens granted to SPRints nominees and awardees shall be in accordance with the recommendations of the SPRints Committee.
•:• Nominees belonging to candidate pool s C and D may only be awarded in one category, i.e. 15t, 2"d and 3'd Level Awardees shall no longer be included in the selection of
PG Awardees.
•:• Awardees texcludlng the DTI EOY) shall be entitled to receive the incentives corresponding to the highest level of award reached as illustrated below:
o Awardees shall no l ong e r be given the in cent ives granted to nominees.
o Additi onal cash award or token a mo u nting to PlS,OOO shall be granted to employees with Special Citation.
o Too 5 finalists sha ll be given PSO,OOO on ly, forfeiting the P20,000 they were originally e ntitled to as EOY awardees in their
,,
Gerw,r�t .. �rements
'> ;,'file foffowing �uments shaH be submitted to the SPRints Committee through the SPRints
Secretariat to f�tUitate the evaiuation of nominees .
D. For Drlvt!rs only: Ce rt ificati on of no traffic accidents, and/or violat io ns of the NOminee.
The certification should be issued by the General Administrative Service or Adminisltrative
D ivi s io n for attached agencies and regi on a l offi ces .
E. Record of calibrated pe rfo r m a nce ratings for the last annual rating period immediately
precedin gthe nomination.
F. Three (3) co pies of recent 2" X 2" 10 picture (taken within the last 12 mo nths)
G. Other suppo rting papers like clippings, citat i ons, etc. which wo ul d facilitate the evaluation
of the nominee.
A. Selection of Nominees
1. Based on I ndividual Performance Rating/IPR (or other criteria identified by the SPRints
Committee), officials and employees within each bureau/office/unit shall be ran ked.
I ndividuals belonging to the top 10% shall automatically be considered candidates for
nomination to the search. !"or Central Offices, Regional Offices and Attached Agencies,
the SPRints Secretariat ( H RAS) shall provide the Bureau/Office/Agency Head (BOAH) a
list of top performers who may be nominated.
a. For Regional Offices, the respective Regional Director/Head shall endorse from
among the top performers within the region one ( 1) candidate who shall be awarded
a special citation as the Region's Employee of the Year ( EOY), e.g. DTI CAR Employee
of the Year.
b. For Attached Agencies and Corporations, the Head of Agency/Office shall endorse
from a mong their top performers one (1) candidate who shall a utomatically qualify
as semi-finalist.
2. Officials/employees m ust be endorsed by the Bureau/Office/Agency Head ( BOAH)
through submission of complete documents to make the nomination official.
3. Trte SPRrnts secretariat snail pre-screen nomination documents to cneck for
completeness a nd to validate candidate's qualifications/eligibility as nominee.
Incomplete or non�submission of requirements may disqualify candidates from being
declared official nominees, thus lead to forfeiture of entitlement to i ncentives/benefits
that such declaration may entail.
1. From among the official nominees, i ncluding the Attached Age ncy/Co rpo ra tio n EOY
awardees, the SP Ri nts Secretariat shall conduct further selection through a scheme
based on criteria prescribed by the SPRints Committee, such as but not limited to the
following:
a. Document Review (50%} - a grou p of select individuals identified by the SPRints
Committee, i.e. HRAS, CorPian, FG Pla nning Coordinators, a nd HR Partners, shall
review and rate the content of submitted nomination documents based on specified
Grit�ria.
b. Group Interview (50%) - a team of interviewers composed of members of the
SPRints Com mittee and other Third Level Officials (including selected Division Chiefs,
as may be necessary a nd duly a pproved by the SPRints Committee) shall conduct a
round of group interviews to assess/rate nominees based on their demonstration of
the nine (9) 9DTI Values.
2. From among the nominees who u ndergo Step 1 together with the candidates from the
Attached Agencies and Corporations, top�ran ked candidates shall be shortlisted as
semi�finalists. Each of these semi�finalists shall u ndergo a validation interview by a
panel composed of DTI Third Level Officials and Third.::Party panelists as determined by
the SPRints Committee, e.g. representatives from oversight agencies (CSC and CESB),
private sector (Consumer and Business Sectors), a nd/or other award�giving or certifying
bodies (ISA and Metrobank Foundation lncorported).
3. Based on the results of the interview and review of supporting documents and other
relevant data, the panel shall determine the top ten {10) candidates who shall be
declared EOY Finalists.
4. The ten (10) EOY finalists shall be presented to the DTI EXCOM who shall decide and
declare the DTI Employee of the Year.
1. With respect to National/Presidential Awards such as but not limited to those given by
esc and CESB, nominations shall be subject to the guidelines prescribed by the
concerned award giving body.
2. The nominating party shall submit the nominations together with the supporting
requirements/documents to the SPRi nts Committee for evaluation and
recommendation to the Secretary for endorsement as DTI's nominees.
A OTI-Wide Recognition Ceremony for the awardees shall be he l d annually, in titne for the DTI
Anniversary Cetebration. Under the general supervision of the SPRints Committee, the
following SPRints Working Committees represented by the SPRints Se c reta riat shall be i n
charge of the preparations for the Recognition Ceremony in coordination with the other
bureaus/offices and attached a gencies :
A. Technical Committee shall provide staff work for the SPRints Committee. It shall assist the
SPRints Committee i n drafting guidelines, policies, or processes a nd shall assist and prepare
necessary forms to be used during the SPRints Committee deliberations and other related
tasks.
B. Logistics Committee shall be in-charge of preparing the SPRints budget proposal,
processing and liquidation of cash advances, canvassing and pu rc ha s in g of rewards and
incentives, a nd providing for transportation to and from the venue of the Recognition
Ceremony. It shall also provide ushers to assist the guests during the ceremony and
perform such other related tasks.
C. Production Committee shall be responsible in scouting for and overall laying out/setting up
of the venue, designing the stage, providing light and sound systems, a nd such other
technical requirements.
D. Rewards Committee shall take charge of the preparation of rewards a nd incentives to be
given to awardees. It shall be responsible in designing and preparing certificates, letters,
etc. in time for the Recognition Ceremony. It sha l l coordinate with the Logistics Committee
and attached agencies the expenses to be incurred. It shall also ensure the timely delivery
and security of the rewards/incentives to be given away to the awardees, take charge of
distribution during the ceremony, and shall perform other related tasks.
E. Program and Promotions Committee shall be in charge of the program proper w hich shall
include preparing the program invitation; inviting guest speakers, emcees, presenters, and
other special guests; the program flow and script; making posters and announcements
regarding the Recognition Ceremony. It shall coordinate with the Logistics Committee the
availability, release and liquidation of funds and cash advances made, and shall perform
such other related tasks.
II
I p.Jp !liiiMii t myUi!, IOQalhenvllh my� lr!,� lllll!lnmenl of l1e stated outcomes as my conlribUUan to
1lle �s
, SoGial COnttact!o !he Filljlilll) fltoplll.tWlilll!igenlly det!Wr the oull:omes !trough m.tementing lhe
sbateillb tbfecllves andmeasttet lnthis� Governance Scorecard.
Conlblme: Confonne:
INPUT TARGET
J 10
HERE
INPUT TARGET
K 11
HERE
L 12
M 13
INPUT TARGET
N 14
HERE
Undertime,
0%
1 00%
EMPLOYEE I RATEE
DATE:
These targets and standards have been discussed and set with my
agreement.
--- - ---·- -- -
0 0
Customer Satisfaction
100%
0%