ARTA Report Card Survey

2012

EXECUTIVE SUMMARY Republic Act 9485, otherwise known as the Anti-Red Tape Act of 2007 provides for 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 subareas: 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 and Basic

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

15.04 35.81 10.50

10.18 11.06

Legend: 11 Compliance with ARTA Provisions Frontline Service Provider Service Quality Physical Working Condition Over-all Satisfaction

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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 Citizens Charter 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. provisions of A.O. 241 are: Among the

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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 Citizens Charter 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 Jose in 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 which is 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 the premises 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? Yes No Total
San Jose, Romblon

Number 12 18 30

Percentage 40% 60% 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 Health Health Health Health Service Service Service Service (Pre-natal check-up) (Medical Certificate) (Dental-Tooth Extraction) (Consultation) Number 2 1 5 1 1 5 2 4 9 30 Percentage 6.67% 3.33% 16.67% 3.33% 3.33% 16.67% 6.67% 13.33% 30% 100%

Health Service (Check-up) Health Service (BP Monitoring) Civil Registry (Marriage Contract/Certificate) Civil Registry (Death Certificate) Civil Registry (Birth Certificate) Total

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 Citizens Charter TV Radio Newspapers Posters, billboards Printed documents Website Email PACD of the LGU Security Guard
San Jose, Romblon

Number 17 8 0 0 0 3 0 0 0 0

Percentage 56.67% 26.67% 0% 0% 0% 10% 0% 0% 0% 0%

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ARTA Report Card Survey Family/Friends Others 30 0 100% 0%

2012

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 4 6) Table 4. Number of respondents who saw the CC posted Saw the Posted CC Yes No Total Number 30 0 30 Percentage 100% 0% 100%

Table 5. Number of respondents who read the posted CC Read the Posted CC Yes No Total Number 14 16 30 Percentage 46.67% 53.33% 100%

Table 6. Number of respondents who find the CC clear and understandable Clear and Understandable Yes No Total Number 14 0 14 Percentage 100% 0% 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 Standard Step-by-step procedure Officer/Employee responsible for each step Maximum time to conclude the process Document/s to be presented by the client Amount of fees, if necessary Procedure for filing complaints Feedback mechanism Yes Number 30 30 30 30 30 30 30 No % Number % 0% 100% 0 100% 100% 100% 100% 100% 100% 0 0 0 0 0 0 0% 0% 0% 0% 0% 0% 0 0 0% 0% Not Applicable Number %

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 Posters, billboards Photos of fixers Reminders/Warnings from Service Providers and or Security Personnel Reminders/Warnings printed on Forms to be filled out Videos depicting fixer activities Proper Identification (ID) Other Measures Total
San Jose, Romblon

Number 0 0 0 0 0 0 0 0

Percentage 0% 0% 0% 0% 0% 0% 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 Yes No Total Number 0 30 30 Percentage 0% 100% 100%

Table 10. Number of respondents who filed a complaint against fixers Filed a Complaint/Informed Proper Authorities Regarding Fixers Yes No Total Number 0 30 30 Percentage 0% 100% 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 payments Made Other Payments Than What Is Posted Yes No Total Number 0 30 30 Percentage 0% 100 100%

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 Yes No Not Applicable Total Number 16 14 0 30 Percentage 53.33% 46.67% 0.00% 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 Yes No Total Number 15 15 30 Percentage 50.00% 50.00% 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 Rule Yes No Dont Know Total 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 Service Provider Number % 30 100% 0 0% 0 30 0% 100% PACD Number 15 15 0 30 % 50.00% 50.00% 0% 100%

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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 Provider Timeliness- Response Time SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL Number 16 14 0 0 0 30 Percentage 53.33% 46.67% 0% 0% 0% 100%

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ARTA Report Card Survey Timeliness- Immediate Attention SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL Outcome SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL
San Jose, Romblon

2012

Number 17 13 0 0 0 30

Percentage 56.67% 43.33% 0% 0% 0% 100%

Number 18 12 0 0 0 30

Percentage 60.00% 40.00% 0% 0% 0% 100%

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ARTA Report Card Survey Knowledge SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL Competence SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL
San Jose, Romblon

2012

Number 22 8 0 0 0 30

Percentage 73.33% 26.67% 0% 0% 0% 100%

Number 22 8 0 0 0 30

Percentage 73.33% 26.67% 0% 0% 0% 100%

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Courtesy and Extra Mile SATISFACTION LEVEL Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied TOTAL Number 20 10 0 0 0 30 Percentage 66.67% 33.33% 0% 0% 0% 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 the respondents 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 Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied Total Number 17 13 0 0 0 30 Percentage 56.67% 43.33% 0% 0% 0% 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 Satisfaction Level Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied Total Number 17 13 0 0 0 30 Percentage 56.67% 43.33% 0% 0% 0% 100%

Table 18. Satisfaction with the basic facilities provided Satisfaction Level Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied Total Number 17 13 0 0 0 30 Percentage 56.67% 43.33% 0% 0% 0% 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 Satisfaction Level Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied Total
San Jose, Romblon

Number 21 9 0 0 0 30

Percentage 70.00% 30.00% 0% 0% 0% 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 Provisions with 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 LGU got 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. MLGOO Department of the Interior and Local Government

Endorsed by:

JOHNSON F. FOPALAN DILG OIC/Provincial Director Province of Romblon

Approved by:

Atty. ROLANDO B. CALABAZARON, CESO III DILG Regional Director Region IV-B (MIMAROPA)

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Annex A. ARTA Report Card

ANTI-RED TAPE ACT REPORT CARD

San Jose, Romblon LGU July 11-20, 2012 Survey Period

AREAS Compliance with ARTA Provisions Citizen's Charter Anti-Fixer Campaign ID/Nameplates No Hidden Costs Public Assistance/Complaints Desk No Lunch Break Frontline Service Provider Service Quality Physical Working Condition Physical Set-up/Layout Basic Facilities Overall Satisfaction Sub Total Multiplied by Total FINAL SCORE DESCRIPTIVE RATING
Remarks:

SCORE Questionnaire Inspection Checklist 30.83 55.75 13.70 27.00 4.00 0.00 2.00 10.00 6.13 2.00 7.50 3.00 11.25 13.83 12.73 9.13 16.00 4.57 12.00 4.57 4.00 18.80 85.33 71.75 80% 20% 68.27 14.35 82.62 GOOD

Based on the Report Card Survey conducted on the above-mentioned dates, this agency received a final score of 82.62 with a descriptive rating of GOOD. Atty. ROLANDO B. CALABAZARON, CESO III Regional Director Attested by: CARLITO FROGOSA FAINA, JR. Interviewer

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