Under the Report Card Survey (RCS), a service office may be rated as Failed, Acceptable, Good, Outstanding, and Excellent. Those that obtained a rating of Failed will undergo the Service Delivery Excellence Program (SDEP).
The SDEP includes conduct of service improvement workshops and facilitation for increasing the efficiency and effectiveness of the service office’s strategies, structure, staff, and systems.
SDEP Level 1 is given to offices which failed due to minor infractions including the non-observance of No Noon Break policy, employees' failure to wear IDs, and the absence of a Public Assistance and Complaints Desk and anti-fixing measures. SDEP Level 2 is given to offices whose failure in the RCS requires improvement in the office strategies, structure, staff and systems.