ARTA San Jose Final

7/31/2019 ARTA San Jose Final

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San Jose,Romblon Page 1

ARTA Report Card Survey 2012

EXECUTIVE SUMMARY

Republic Act 9485, otherwise known as the Anti-Red Tape Act of 2007 providesfor the elimination of Red Tape in the government in the delivery of different frontline

services. It is a must that government agencies including Local Government Units

should formulate its respective Citizens Charter that contains the agencys service

standards and pledge of commitment vis--vis the agencys performance. For the

municipality of San Jose in the province of Romblon, to evaluate its effectiveness,

efficiency and adequacy of its frontline services a survey was conducted through an

evaluation tool which is the Report Card Survey (RCS). It was based on the two

instruments; one is the survey questionnaire which accounts for 80% of the LGUs final

grade which covers the following concerns: Compliance with ARTA Provisions with sub-

areas: Citizens Charter, Anti-Fixer Campaign, ID/Nameplates, No Hidden Cost, PACD

(Public Assistance Complaints Desk) and No Lunch Break Policy; Frontline Service

Provider; Service Quality; Physical Working Condition- Physical Set-up/Layout andBasic

Facilities; and Over-all Satisfaction, the other instrument is the Inspection Checklist

which accounts for the remaining 20% of the final grade of the Local Government Unit

wherein it only covers two (2) of the five (5) areas of the ARTA Law- compliance with

ARTA provisions and physical working condition.

A total of thirty (30) clients from the offices of the Municipal Civil Registrar (MCR)

and Rural Health Unit (RHU) were randomly surveyed. Based on the result of the survey

the Local Government Unit of San Jose got an over-all weighted grade of 82.62 with a

descriptive rating of good. Such rating was affected by the fact that the municipality

has not conducted any Anti-Fixer Campaign initiative. There was also no billboard

outside the municipal hall which contains the LGUs Citizens Charter. Likewise, there

was no Public Assistance and Complaint Desk within the municipal hall wherein the

office of the Municipal Civil Registrar is located. At the office of the Rural Health Unit

located outside the municipal hall, however an information desk was established

manned by knowledgeable employee who attends to the needs of the clients.


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SUMMARY OF FINDINGS

Figure 1 below shows the weighted score obtained by the Local Government Unit

of San Jose in the different areas of concern in the ARTA Report Card Survey both in

the questionnaire and the inspection checklist.

Figure 1. OVER-ALL RATING

Legend:

11 Compliance with ARTA Provisions Over-all Satisfaction

Frontline Service Provider

Service Quality

Physical Working Condition

35.81

10.18

10.50

15.04

11.06


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I. INTRODUCTION

Republic Act 9485, otherwise known as An Act to Improve Efficiency in the

Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape,

Preventing Graft and Corruption, and Providing Penalties Thereof or the Anti-Red Tape

Act of 2007, requires all government offices to draw up their respective Citizens Charters

and post these as information billboards at the main entrance of the LGU or most

conspicuous place.

Section 10 of the Anti-Red Tape Act (ARTA) of 2007 also states that:

All offices and agencies providing frontline services shall be

subjected to a Report Card Survey to be initiated by the Civil Service

Commission, in coordination with the Development Academy of the

Philippines, which shall be used to obtain feedback on how provisions in

the CitizensCharter are being followed and how the agency is performing.

The Report Card Survey shall also be used to obtain information

and/or estimates of hidden costs incurred by clients to access frontline

services which may include, but is not limited to, bribes and payment to

fixers.

On October 2, 2008, the President also issued Administrative Order No. 241

(A.O. 241), mandating the speedy implementation of the ARTA and its Implementing

Rules and Regulations (IRR) and further strengthening its application. Among the

provisions of A.O. 241 are:


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the immediate setting up of public assistance and complaints desks in

agencies to effectively receive feedback and monitor customer

satisfaction; and

the mounting of LGU campaigns to eliminate fixing activities

This report presents the findings of the ARTA Report Card Survey in the

municipality of San Jose which was conducted by the Department of Interior and Local

Government for the Civil Service Commission. The fieldwork of the survey was conducted

from July 11-20, 2012.

The objectives of the survey are as follows:

Obtain feedback on how LGUs follow provisions in their CitizensCharter

Obtain information/estimates of hidden costs incurred by clients in

accessing frontline services

Rate LGU performance and client satisfaction in relation to frontline

service delivery

This result of the Report Card Survey shall be used by the municipality of San Josein

the improvement of its Citizens Charter and/or frontline services, pursuant to Rule VII

of the IRR of the ARTA, which states that:

The Civil Service Commission shall furnish the government

agency concerned the result of the survey assessment, evaluation and/or

observations. Such assessment, evaluation and/or observations shall also

be incorporated in the agencys annual report and shall be considered in

the improvement, revision, modification, enhancement, or amendment of

its Citizens Charter and/or frontline services.


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II. METHODOLOGY

2.1 Respondents

The respondents for the survey were individual clients who availed of the top

two (2) frontline services of the municipality of San Jose. The ARTA defines frontline

service as:

the process or transaction between clients and government offices or

agencies involving any applications for any privilege, right, permit, reward,

license, concession, or for any modification, renewal or extension of the

enumerated applications and/or requests which are acted upon in the

ordinary course of business of the office or agency concerned.

Based on the survey, the typical client of the municipality of San Jose is female

wherein out of the thirty (30) clients interviewed 19 clients were females or about sixty

three percent (63%). At most the age of the clients ranges from 22-45 years old whichis about twenty seven percent (27%), with first stage of tertiary education(27%) and

working (57%). She/He is likely to be married (60%) and is likely either to be a service

worker (35%).

2.2 Data-Gathering Strategy

The survey was conducted by the researcher, interviewing clients within thepremises of the municipality of San Jose immediately after they availed frontline

services. This mode was chosen to ensure that all questions were answered and vague

responses were clarified at the outset.


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The thirty (30) clients that were interviewed came from the offices of the

Municipal Civil Registrar (15) and Rural Health Unit (15). The interview lasted, on the

average, for almost twenty five (25) minutes and ranged from 20 to 40 minutes.

2.3 Instrument

The researcher used an interview questionnaire specifically designed for the RCS

and approved by the National Statistical Coordination Board. The researcher

accomplished an inspection checklist that contains items relative to the physical working

condition of the municipality of San Jose and its compliance with other ARTA

requirements (posting of the Citizens Charter, existence of a Public Assistance and

Complaints Desk, implementation of anti-fixer measures, observance of the no lunch

break rule, information on hidden costs, and wearing of identification

cards/nameplates).

III. RESULTS

3.1 On compliance with and effectiveness of the Citizens Charter

Of the 30 respondents interviewed twelve (12) or forty percent (40) said that it

was their first time to hear about the Citizens Charter. (See Table 1)

Table 1. Number of respondents who heard about the Citizens Charter

for the first time

First Time To Hear About

the Citizens Charter? Number Percentage

Yes 12 40%

No 18 60%

Total 30 100%


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Table 2 shows the distribution of the respondents according to the frontline

services availed from the LGU.

Table 2. Number of respondents by type of frontline service/s availed

Frontline Service Number Percentage

Health Service (Pre-natal check-up) 2 6.67%

Health Service (Medical Certificate) 1 3.33%

Health Service (Dental-Tooth Extraction) 5 16.67%

Health Service (Consultation) 1 3.33%

Health Service (Check-up) 1 3.33%

Health Service (BP Monitoring) 5 16.67%

Civil Registry (Marriage Contract/Certificate) 2 6.67%

Civil Registry (Death Certificate) 4 13.33%

Civil Registry (Birth Certificate) 9 30%

Total 30 100%

Table 3 shows that, primarily all of the respondents or one hundred percent

(100%) were informed of the procedures on how to avail of the LGUs frontline services

through their family and friends. On the other hand there were also respondents who

said that the following were also their sources of information: Citizens Charter,

Television and printed documents. (See table 3)

Table 3. Number of respondents by main source of information

Main Source of Information Number Percentage

Citizens Charter 17 56.67%

TV 8 26.67%

Radio 0 0%

Newspapers 0 0%

Posters, billboards 0 0%Printed documents 3 10%

Website 0 0%

Email 0 0%

PACD of the LGU 0 0%

Security Guard 0 0%


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Family/Friends 30 100%

Others 0 0%

There were thirty (30) respondents who saw the Citizens Charter posted at the

main entrance of the offices of the Municipal Civil Registrar (MCR) and the Rural Health

Unit. Fourteen (14) of the said respondents said that they read the CC and all of them

affirmed that the Citizens Charter is indeed clear and understandable. (See Tables 46)

Table 4. Number of respondents who saw the CC posted

Saw the Posted CC Number Percentage

Yes 30 100%

No 0 0%

Total 30 100%

Table 5. Number of respondents who read the posted CC

Read the Posted CC Number Percentage

Yes 14 46.67%

No 16 53.33%

Total 30 100%

Table 6. Number of respondents who find the CC clear and understandable

Clear and Understandable Number Percentage

Yes 14 100%

No 0 0%

Total 14 100%


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Table 7 below shows the compliance of the LGU with the posted standards based

on the responses of the clients:

Table 7. LGUs compliance with posted standards

Posted StandardYes No Not Applicable

Number % Number % Number %

Step-by-step procedure 30 100% 0 0%

Officer/Employee responsiblefor each step 30 100% 0 0%

Maximum time to concludethe process 30 100% 0 0%

Document/s to be presentedby the client 30 100% 0 0%

Amount of fees, if necessary 30 100% 0 0%

Procedure for filingcomplaints 30 100% 0 0% 0 0%

Feedback mechanism 30 100% 0 0% 0 0%

The Local Government Unit of San Jose has not conducted any measures against

fixer because there is no such fixer present in the municipality considering the fact that

the volume of transaction is not that voluminous compared to other municipality which

is of higher income class.

Table 8. LGU measures against fixers identified by the respondents

Source of Information Number Percentage

Posters, billboards 0 0%

Photos of fixers 0 0%

Reminders/Warnings from Service Providersand or Security Personnel

0 0%

Reminders/Warnings printed on Forms to befilled out

0 0%

Videos depicting fixer activities 0 0%

Proper Identification (ID) 0 0%

Other Measures 0 0%

Total 0 0%


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No respondents were approached by a fixer to facilitate transactions for them in

exchange for money.

Table 9. Number of respondents approached by fixers

Approached by Fixer Number Percentage

Yes 0 0%

No 30 100%

Total 30 100%

Table 10. Number of respondents who filed a complaint against fixers

Filed a Complaint/Informed ProperAuthorities Regarding Fixers Number Percentage

Yes 0 0%

No 30 100%

Total 30 100%

There were no respondents who made payments other than what is posted in

the Citizens Charter. (See Table 11)

Table 11. Number of respondents who made additional paymentsMade Other Payments Than What IsPosted

Number Percentage

Yes 0 0%

No 30 100

Total 30 100%

Out of thirty (30) respondents, sixteen (16) respondents or about fifty three

percent (53%) were given an official receipt (O.R.) on the payments they made. The

remaining forty seven percent (47%) on the other hand, have not made any payments

but some of them gave donation particularly the clients of the office of the Rural Health

Unit wherein the purpose of which is to supplement the budget of the Local

Government Unit for the purchase of medicines considering the limited financial

resources that the LGU has for the purpose. (See Table 12)


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Table 12. Number of respondents who received official receipts

Received O.R. on Payments Made Number Percentage

Yes 16 53.33%

No 14 46.67%

Not Applicable 0 0.00%

Total 30 100%

Table 13 shows the number of respondents who saw the Public Assistance and

Complaint Desk (PACD). Eventually in the municipality of San Jose, there is no

established Public Assistance and Complaint Desk within the municipal building wherein

the office of the Municipal Civil Registrar is located. On the other hand however, at the

office of Rural Health Unit outside the municipal building there is an information desk

manned by knowledgeable personnel who caters the needs of the clients. Likewise such

information desk serves as complaint desk in case a certain client has a complaint as

regards to the services being provided by the office. Among the 30 respondents, only

fifteen (15) respondents or fifty percent (50%) saw a Public Assistance and Complaint

Desk. The other fifty percent (50%) said that the Local Government Unit has no Public

Assistance and Complaint Desk particularly the clients of the office of the Municipal Civil

Registrar (MCR).

Table 13. Number of respondents who saw a PACD

Noticed a PACD Number Percentage

Yes 15 50.00%

No 15 50.00%

Total30 100%


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Republic Act 9485 mandates all government agencies including the Local

Government Units to observe the No Lunch Break Rule Policy in providing services to

their clients in order that such clients will be able to save time, efforts and money in

completing their transactions with the service providers.

All of the respondents of the survey in the municipality of San Jose or one

hundred percent (100%) mentioned that the service provider attended to clients even

during break time. On the other hand, since Public Assistance and Complaint Desk

(PACD) is only established at the office of the Rural Health Unit (RHU) only fifty percent

(50%) of the respondents said that the PACD attended to clients even during break

time.

Table 14. Observance of No Lunch Break Rule

No Lunch Break RuleService Provider PACD

Number % Number %

Yes 30 100% 15 50.00%

No 0 0% 15 50.00%

Dont Know 0 0% 0 0%

Total 30 100% 30 100%

3.2 Satisfaction ratings

The respondents were asked to give their satisfaction ratings on the service

provider, time to complete transaction, physical setup of the LGU and basic facilities

using the following 5-point scale:

5 Very satisfied

4 Satisfied

3 Undecided

2 Dissatisfied

1 Very Dissatisfied


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Table 15 shows the satisfaction of the respondents with the service provider in

terms of timeliness, outcome, knowledge, competence, courtesy and extra mile, and

fairness and ethical treatment. Among the satisfaction drivers, most of the respondents

were satisfied with the knowledge and competence of the service provider. The least

number of satisfied employees are on the timeliness-response time of the service

provider.

Table 15. Satisfaction with Service ProviderTimeliness- Response Time

SATISFACTION LEVEL Number Percentage

Very Satisfied 16 53.33%

Satisfied 14 46.67%

Undecided 0 0%

Dissatisfied 0 0%

Very Dissatisfied 0 0%

TOTAL 30 100%


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Timeliness- Immediate Attention



Satisfied 13 43.33%

Undecided 0 0%

Dissatisfied 0 0%


TOTAL 30 100%

Outcome



Satisfied 12 40.00%

Undecided 0 0%

Dissatisfied 0 0%


TOTAL 30 100%


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Knowledge



Satisfied 8 26.67%

Undecided 0 0%

Dissatisfied 0 0%


TOTAL 30 100%

Competence



Satisfied 8 26.67%

Undecided 0 0%

Dissatisfied 0 0%


TOTAL 30 100%


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Courtesy and Extra Mile



Satisfied 10 33.33%

Undecided 0 0%

Dissatisfied 0 0%


TOTAL 30 100%

In terms of clients satisfaction with the overall transaction time, seventeen (17)

said that they were very satisfied and thirteen (13) were satisfied and none of therespondents said that they were dissatisfied with the overall transaction time (see Table

16). Overall transaction time covers the time the respondent arrived at the LGU to the

time he/she finished all the necessary transactions.

Table 16. Satisfaction with overall transaction time

Satisfaction Level Number Percentage


Satisfied 13 43.33%

Undecided 0 0%

Dissatisfied 0 0%


Total 30 100%


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All of the respondents or one hundred percent (100%) were satisfied with regard

to the physical setup of the LGU which refers to things such as signage/directions,

accessibility, cleanliness, orderliness, lighting, ventilation and layout. (See Table 17)

Table 17. Satisfaction with the physical setup of the LGU



Satisfied 13 43.33%

Undecided 0 0%

Dissatisfied 0 0%


Total 30 100%

Table 18. Satisfaction with the basic facilities provided



Satisfied 13 43.33%

Undecided 0 0%

Dissatisfied 0 0%

Very Dissatisfied 0 0%Total 30 100%

Table 18 above shows that all of the respondents or one hundred percent

(100%) were satisfied with the basic facilities provided by the LGU.

Table 19. Overall Satisfaction with the frontline service


Very Satisfied 21 70.00%Satisfied 9 30.00%

Undecided 0 0%

Dissatisfied 0 0%


Total 30 100%


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Overall, all the respondents or one hundred percent (100%) that were

interviewed by the researcher were satisfied with their whole experience of transacting

with the Local Government Unit of San Jose.

3.3 The ARTA Report Card

The ARTA Report Card Survey for LGUs determines the compliance of respective

Local Government Unit as regards to the implementation of Republic Act 9485,

otherwise known as the Anti-Red Tape Act of 2007. For the municipality of San Jose, its

ARTA Report Card shows that the LGU, although not excellent passed all the areas of

concern in the ARTA Report Card Survey that include: Compliance to ARTA Provisionswith the following sub-areas: Citizens Charter, Anti-Fixer Campaign, ID/Nameplates, No

Hidden Cost, Public Assistance and Complaint Desk (PACD) and No Lunch Break Rule

Policy;Frontline Service Provider; Service Quality; Physical Working Condition- (Physical

Set-up/layout and Basic Facilities); and Overall Satisfaction.

The overall rating/final grade of the municipality of San Jose as showed in its

ARTA Report Card is 82.62 with an adjectival rating of GOOD. Based on the rating of

the respondents the LGU scored highest in the area of the respondents overall

satisfaction with about ninety four percent (94%) compliance and lowest in the area of

Frontline Service Provider with 86.44% compliance. With respect to the inspection

checklist instrument the LGU is measured through the following areas of concern:

Compliance with ARTA Provisions and Physical Working Condition. The LGU scored

highest in the area of Compliance with ARTA Provisions with 75.34% compliance while

in the area of Physical Working Condition the LGU only has 61.54% compliance.


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IV. CONCLUSION AND RECOMMENDATIONS

Republic Act 9485, otherwise known as Anti-Red Tape Act of 2007 is now on its

5th year of implementation since its enactment in 2007. As to the researchers

assessment as regards to the degree of compliance of government agencies and other

service providers including the Local Government Units with the provisions of the Act,

the researcher assumes that it is only a partial compliance. The basis of such

assumption is the result of the researchers survey conducted in the municipality of San

Jose on July 11-20, 2012. Based on the result of such survey using the two (2)

instruments, the Survey Questionnaires and the Inspection Checklist although the LGUgot an overall weighted grade of 82.62 with an adjectival rating of GOOD still the LGU

needs to improve on the following areas of concern: Compliance with ARTA Provisions

with only 77% compliance, particularly in the sub-areas of Anti-Fixer Campaign and the

establishment of Public Assistance and Complaint Desk (PACD) manned with

knowledgeable personnel. Likewise, the Local Government Unit should also give

attention on its Physical Working Condition with only 61.54% compliance specifically the

establishment of basic facilities such as Special lanes/facilities for pregnant women,persons with disability (PWDs) and the Elderly. The Local Government Unit should also

have a billboard containing its Citizens Charter (CiCha) at the entrance of the municipal

building. The strength of the LGU on the other is in the area of Overall Satisfaction with

94% compliance. The respondents also recommend that there should be a constant

monitoring and evaluation on the part of the Local Chief Executive in connection with

the service delivery of the Local Government Unit.


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Prepared by:

CARLITO FROGOSA FAINA, JR.

MLGOODepartment of the Interior and Local Government

Endorsed by:

JOHNSON F. FOPALANDILG OIC/Provincial DirectorProvince of Romblon

Approved by:

Atty. ROLANDO B. CALABAZARON, CESO IIIDILG Regional DirectorRegion IV-B (MIMAROPA)


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Annex A. ARTA Report Card

San Jose, RomblonLGU

July 11-20, 2012Survey Period

Remarks:

Based on the Report Card Survey conducted on the above-mentioned dates, this agencyreceived a final score of82.62 with a descriptive rating ofGOOD.

Atty. ROLANDO B. CALABAZARON, CESO IIIRegional Director

Attested by:CARLITO FROGOSA FAINA, JR.

Interviewer

AREAS SCORE

Questionnaire Inspection Checklist

Compliance with ARTA Provisions 30.83 55.75

Citizen's Charter 13.70 27.00

Anti-Fixer Campaign 4.00 0.00

ID/Nameplates 2.00 10.00

No Hidden Costs 6.13

Public Assistance/Complaints Desk 2.00 7.50

No Lunch Break 3.00 11.25

Frontline Service Provider 13.83

Service Quality 12.73

Physical Working Condition 9.13 16.00Physical Set-up/Layout 4.57 12.00

Basic Facilities 4.57 4.00

Overall Satisfaction 18.80

Sub Total 85.33 71.75

Multiplied by 80% 20%

Total 68.27 14.35

FINAL SCORE 82.62

DESCRIPTIVE RATING GOOD

ANTI-RED TAPE ACTREPORT CARD

ARTA San Jose Final

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