Implementation of Republic Act 9485 San Fernando City, La Union

Abstract

It is the policy of the state to promote integrity, accountability, proper management of public affairs and public property as well as to establish effective practices aimed at the prevention of graft and corruption of the government. The Anti-red tape Act of 2007 was the first legislation in the Philippines to establish a minimum standard in accessing frontline government services with the over all intention to increase transparency and to promote honesty and responsibility in the government service deliver At present, the City Government of San Fernando's vision pursues a people’s economically and socially empowered, with a vibrant economy, disaster resilient communities and competent leaders espousing fair play. To check whether the current administration is truly adhering to their City's vision which is said to be rooted in integrity, inclusiveness, and innovation, the researcher is then prompted to determine the extent of implementation of the Anti-Red Tape Act in the most visited offices of the City Government of San Fernando, and to analyze how the feedback mechanisms help in the strengthening of the implementation of ARTA. This study aimed to examine the implementation of R.A. 9485 (Anti-Red Tape act of 2007) in the City of San Fernando, La Union. Specifically, it sought answers to the following questions: 1. What is the extent of implementation of R.A. 9485 as assessed by the employees and the clients along the following areas: a. Citizen's Charter; b. Anti-Fixing Campaign; c. No Noon Break Policy; d. ID/Nameplates; e. Public Assistant and Complaint Desk; f. Frontline service providers; and g. Service Quality? 2. How do the feedback mechanisms enhance the implementation of R.A. 9485? This study used descriptive-survey research design with both qualitative and quantitative approaches. Qualitative approach was used to interview, documentary analysis and observation, while quantitative approach was used through the survey questionnaire. Based on the research problem, the following are the findings: 1. The respondents and clients provides a very Highly implemented high rating for all of the four offices in two areas namely No Noon Break Policy and ID/ Nameplates. Meanwhile, only OCA received a highly implemented rating as compared to the Very Highly implemented rating of the three other offices in the remaining five areas (Citizen’s Charter, Anti-Fixing Campaign, Public Assistance and Complaint Desk, Frontline Service Providers, and Service Quality) 2. The City Government of San Fernando, La Union uses two types of feedback mechanisms, one is a manual feedback form, while the other is through social media and a digital platform. These feedback mechanisms not only provide specific evaluations of a particular service, but its process also guarantees the resolution of the concerns or complaints filed by a client. Based on the findings, the following are the conclusions: 1. The extent of implementation of RA 9485 as assessed by the employees and the clients is Very Highly Implemented for all the seven areas (Citizen's Charter; Anti-Fixing Campaign; No Noon Break Policy; ID/Nameplates; Public Assistance and Complaint Desk; Frontline Service Providers; and, Service Quality). 2. The feedback mechanisms serve as an authentic tool to improve the quality of service of the City Government. Based on the findings, the following are recommended: 1. The City Government should spearhead capability enhancement programs on areas of their discipline and on behavior through a series of seminars and workshops for their continuing development and improvement of quality of service. LEBDO must conduct a workshop in crafting a more comprehensive approach for their Anti-fixing Campaign. OCA must develop a strategical program or a project that will streamline the transaction procedure to reduce the time needed for the completion of the service. CHO and REG must be reoriented with the policy of wearing IDs/Nameplates. For all the offices, it is also advised to have a seminar and workshop on the customization of the Citizen's Charter to address the public's concern regarding the readability and presentation of this document, and a seminar as well on the creation of an appropriate working schedule to assure the implementation of no noon break policy. 2. The City Government should develop an anti-red tape committee that will monitor the implementation of the provisions of the Anti-Red Tape Act, and facilitate the feedback management system, both written and digital, for quality assurance and streamlining of duties. The same committee shall continue and reinforce the existing programs that improves the service quality such as the integrated queueing system, the one-stop-shops and the various feedback mechanisms. The committee should also oversee the compliance of the ARTA provisions regarding the presentation of the Citizen's Charter, wearing of IDs, adherence to no noon break policy, and the establishment of public assistance and complaint desks. The ARTA committee should present a uniform template of presentation of the Citizen's Charter, develop strategies that deal with the clients' concerns such as the establishment of public assistance and complaint desks and the promotion of hotline numbers in every office, and impose sanctions on the noncompliance with the ARTA provisions. Lastly, the ARTA committee shall recommend the inclusion of feedback from the clients in the evaluation and ranking of the employees.3. The researcher recommends a study that will determine the correlation of the implementation of the provisions of the Anti-Red Tape Act and the level of Citizen's Satisfaction to identify if there is a relationship between implementation of the provisions and the satisfaction of the clients regarding the services provided by the offices.