‘MYSTERY clients’ will be fielded by the city government starting October to see how taxpayers of the city are being served by city hall employees.

City Administrator Alvin Fernandez explained that the “mystery client” is like a surveillance check on how employees attend to clients who are carrying out transactions with the city government.

Ten volunteers will be sent to visit various City Hall offices pretending to be clients to acquire information and rate the attending employee’s performance, patience, efficiency, courtesy and orderliness of workplace.
Employees who fail to meet the standards of the “mystery client” will be endorsed to the office of the city mayor and the department head concerned for appropriate disciplinary action.

The administrator noted that there will be no special treatment for those employees who are found rude to clients during their transaction. Nonetheless any action on such rude employees will be fair and humane, he said.

“We do not aim to humiliate our employees because we just want to find out how they transact business with the taxpayers,” the city administrator stressed.

He advised all employees to always be polite to the public no matter their personal mood at the moment while attending to them.