An Assessment on the Compliance of Center for Public Administration and Governance

Education (CPAGE) to Anti-Red Tape Act of 2007

In partial fulfillment of the requirements for PA 108 Citizenship and Governance

Lavalle, Marie Dominique R.

PA 106 FYZ

Professor Abigail Modino

December 2018
 ABSTRACT

The research study focuses on how the Center for Public Administration and Governance
Education (CPAGE) exercises accountability through its compliance to the Anti-Red Tape Act of
2007 (ARTA). The paper looks at how compliance to ARTA affects the quality of governance
provided by CPAGE. The data gathering instruments utilized in the study are survey
questionnaires and interview. The survey aims to obtain information from the clients with regard
to the quality of service provided by CPAGE and its compliance to Anti-Red Tape Act (ARTA).
The clients surveyed are either Shiftee 2, Transferee 1, Transferee 2, Graduating and Graduate
Students and have availed any services from CPAGE. The content of the survey was based on
ARTA Report Card Survey (RCS) and Citizen Satisfaction Index System (CSIS). Purposive
sampling was employed to determine the sample population. On the other hand, an interview was
conducted with the Student Records Evaluator of the center to supplement the study with
information about CPAGE’s mandate, services offered by the unit, compliance of CPAGE to the
Citizens’ Charter and ARTA provisions, importance of Citizen’s Charter and ARTA provisions
to CPAGE, and feedback mechanisms provided by the CPAGE. Awareness of clients to the
frontline services scored “fair” while availment scored “low” based on the Criterion Reference
Rating. With regard to client satisfaction, none of the respondents were dissatisfied with the
overall time it took to complete their transaction.
 CHAPTER 1

INTRODUCTION

1.1 Background of the Study

The Center for Public Administration and Governance Education (CPAGE) is responsible
for the implementation of NCPAG’s mission which is to become the center of excellence in
public administration and governance education. The CPAGE administers the following degree
programs in the College: Bachelor of Public Administration, Diploma in Public Management
Program, Master of Public Administration, and Doctor of Public Administration. In addition,
CPAGE administers the processes and services related to the academic programs offered by the
College. The Center is in charge of most of the academic activities of the students from
admission to graduation (CPAGE, 2018).

Most adults transact in various government agencies to avail certain services they need
for their practical needs such as job applications, license, permit, passport, etc. CPAGE is an
example of a government office that provides frontline services to its constituents – the NCPAG
students. There are a lot of accompanying issues and concerns that arise when citizens avail
services in government agencies. Disorganized courses, poor quality of services, slow transaction
time, bureaucratic process, padrino system, and corrupt processes of facilitations are just few of
those issues that many people encounter during transactions.

In 2007, Republic Act No. 9485, otherwise known as the “Anti-Red Tape Act (ARTA) of
2007” was enacted by the Senate and House of Representatives of the Philippines in order to
uphold accountability, “improve efficiency in the delivery of government service to the public by
reducing bureaucratic red tape, preventing graft and corruption, and providing penalties thereof”
(Civil Service Commission [CSC], 2014). This Act aims to uphold accountability, integrity, apt
management of public affairs and public property, and to inaugurate effective practices which
prevent graft and corruption to all government offices and agencies (local government units
[LGUs] and government-own or –controlled corporations [GOCCs]) that deliver frontline
services (CSC, 2014).
 Thus, this study was conducted to determine the impact of Anti-Red Tape Act
(specifically the Citizen’s Charter) on the quality of services and governance provided by
CPAGE.

1.2 Statement of the Problem

The main problem of this study is to determine if the Anti-Red Tape Act of 2007 is
properly implemented in Center for Public Administration and Governance Education (CPAGE)
and if it serves its purpose in upholding accountability and high quality of service delivery or
governance to the clients.

Specifically, it aims to answer the following question:

1. Does CPAGE comply with Anti-Red Tape Act (ARTA) of 2007?

1.3 Research Objectives

The main objective of this study is to determine if the Anti-Red Tape Act of 2007 is
properly implemented in Center for Public Administration and Governance Education (CPAGE)
and if it serves its purpose in upholding accountability and providing high quality of service
delivery or governance to the clients.

Specifically, it aims to:

1. Determine the compliance of CPAGE to Anti-Red Tape Act (ARTA) Section 6 Citizen’s
Charter and Section 8 Accessing Frontline Services;
2. Determine awareness, availment, and satisfaction of the selected respondents with the
services rendered by the CPAGE;
3. Recommend measures to improve the standard and quality of services offered by
CPAGE.
1.4 Scope and Delimitations
This study is focused on identifying the effects of Anti-Red Tape Act (ARTA) on the
quality of services provided by CPAGE, and on determining whether or not the provisions of the
ARTA serves its purpose in upholding accountability and providing high quality of service
delivery to the clients.
1.5 Definition of Key Terms

Citizen’s Charter - an official document and a service standard which describes the step-by-step
procedure for availing a particular service, and the guaranteed performance level that clients may
expect for that service. It is a quick guide to the frontline services provided at its central and
regional offices. It provides basic information on the Commission and on some of its exclusive
services (Civil Service Commission).

Frontline service - refers to a service, such as the education or health system, that is run by
the government to provide services directly to members of the public (Cambridge Dictionary).
.
Report Card Survey - “… a client feedback survey used to check government service offices’
compliance with the provisions of the Anti-Red Tape Act of 2007. It provides a quantitative
measure of user perceptions on the quality, efficiency, and adequacy of public services. Apart
from being a data collection exercise, the RCS also helps exact public accountability through
media coverage and civil society advocacy that accompany the process” (Civil Service
Commission).
 CHAPTER 2

REVIEW OF LITERATURE

Anti-Red Tape Act of 2007

To simplify measures and to reduce red tape in service transactions, and to establish an
initiative to abolish corruption, Republic Act. No. 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, was signed into law by President Gloria Macapagal-Arroyo on June 2, 2007. The
law aims to uphold transparency, honesty and accountability in providing government services.
The Civil Service Commission has promulgated the Implementing Rules and Regulations (IRR)
of the said Act through CSC Resolution No. 081471 dated July 24, 2008. Under this law, each
agency or office is tasked to identify its frontline services, undertake reengineering of
transactions - including time and motion studies if necessary, and set up Citizen’s Charter. These
rules shall apply to all government offices and agencies including local government units and
government-owned or controlled corporations with or without original charter that provide
frontline services defined in the Act.
Frontline service refers to “the process or transaction between clients and government
offices or agencies involving 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” (Republic Act No. 9485 and its Implementing Rules and Regulations, 2008).
Reengineering includes limiting the number of signatories to a maximum of five (5) signatures,
applications or requests are acted upon five (5) working days for simple transactions and ten (10)
working days for complex transactions. The next in rank official shall be the signatory if the
regular signatory is absent. Everything should be streamlined, from steps in providing the
service, forms used, requirements, processing time, to the fees and charges. The location of
offices providing frontline services and directional signs shall also be reviewed.
Citizen’s Charter refers to “an official document, a service standard, or a pledge, that
communicates, in simple terms, information on the services provided by the government to its
citizens. It describes the step-by-step procedure for availing a particular service, and the
guaranteed performance level that clients may expect for that service.” (RA No. 9485, 2008).
Citizen’s Charter should be placed on main entrance or other prominent places at the office
handling the processes. It shall include the following information: (1) Vision and mission of the
government office or agency, (2) Identification of the frontline services offered, and the clientele,
(3) The step-by-step procedure to obtain a particular service, (3) The officer or employee
responsible for each step, (4) The maximum time to conclude the process, (5) Document/s to be
presented by the client, with a clear indication of the relevancy of said document/s, (6) The
amount of fees, if necessary, (7) The procedure for filing complaints in relation to requests and
applications, including the names and contact details of the officials/channels to approach for
redress, (8) Allowable period for extension due to unusual circumstances, i.e. unforeseen events
beyond the control of concerned government office or agency, and (9) Feedback mechanisms,
contact numbers to call and/or persons to approach for recommendations, inquiries, suggestions,
as well as complaints (RA No. 9845, 2008).
The Civil Service Commission uses the Report Card Survey to a survey used to check the
compliance of a government agency to the Anti-Red Tape Act of 2007. It evaluates the office or
agency and its personnel, checks clients’ satisfaction, efficiency and areas vulnerable to
corruption. It is a tool used to help identify best practices, provide incentives for excellent
service delivery, and give recommendations for improvement in problem areas and inefficiencies
in frontline services. The Report Card Survey may include the following: (1) the service provider
- personal disposition of the employee providing the service sought of, (2) the quality of service -
how the service was provided to the client, and (3) the physical working condition - how the
physical setup/layout of the office affects the performance, efficiency, and accessibility of the
service provided (RA No. 9845, 2008).
Other provisions of the Anti-Red Tape Act include establishing a Public Assistance or
Complaints Desk which should be attended even during lunch breaks, wearing an easy to read
identification cards for all employees, establishing special lanes for pregnant women, senior
citizens, and persons with disability, and instituting hotline numbers, visible feedback
mechanisms for complaints and suggestions. Fixing or the “act that involves undue facilitation of
transactions for pecuniary gain or any other advantage or consideration” (RA No. 9845, 2008) is
also considered as a grave offense and may lead to dismissal from public service.
 CHAPTER 3

METHODOLOGY

A. Overview
The researcher conducted a survey with the clients and interview with CPAGE’s Student
Records Evaluator to determine the satisfaction of the clients and necessary information about
the mandate and focus of CPAGE. The survey questionnaire was based on the ARTA Report
Card Survey (RCS) and DILG’s Citizen Satisfaction Index System (CSIS). The RCS is used to
verify the compliance of CPAGE to the ARTA, while the CSIS focuses on determining the
overall quality of the services provided by CPAGE using the lens of those who availed. CSIS
focuses on the awareness, availment and satisfaction of the clients.

B. Sampling
The study used the purposive sampling method. This technique relies on the judgement
of the researcher when selecting respondents of the study (Laerd Dissertation, 2012). The
classifications of the respondents include (1) Original BPA, (2) Shiftee 2, (3) Transferee 1, (4)
Transferee 2, (3) Graduating and (4) Graduate studies students. The study seeks to include at
least one respondent from each classification in order to generate a broader perspective regarding
the services provided by CPAGE.

C. Data Collection
C.1. Respondents
Twenty-nine respondents were interviewed for the study. The researcher obtained at
least one response from each classification: (1) Original BPA, (2) Shiftee 2, (3) Transferee 1, (4)
Transferee 2, (5) Graduating and (6) Graduate students to make sure that the NCPAG population
was well-represented in the study.
C.2. CPAGE Frontline Services Baseline Data
It aims to collect information about actual frontline services being offered by CPAGE
posted standard for each frontline service CPAGE offers a total of 16 frontline services.
C.3. Preparing the Questionnaire
Accomplished questionnaires are considered confidential and shall not be circulated
outside of the proponents of the study. The questionnaires are based on DILG’s Citizen
Satisfaction Index System and CSC’s Report Card Survey.
C.2.3. Interview Procedures
(1) Introduce yourself
(2) Name, Class
(3) Objective of the interview
(4) Confidentiality of the study
(5) Benefits from the study
C.2.4. Interview Proper

Figure 1. Interview flowchart (CSIS Manual, 2017; RA No. 9845, 2008)

C.3. Instrument
The seven-paged structured questionnaire was developed based on the objectives of the
study and the DILG’s CSIS and CSC’s RCS served as reference in its development. In addition,
the areas surveyed for the frontline services of CPAGE were awareness, availment, satisfaction,
compliance with ARTA provisions, overall client satisfaction. The survey questions were
written in English. The researcher conducted an interview with CPAGE Student Records
Evaluator to supplement necessary information about CPAGE’s mandate, compliance of CPAGE
to ARTA, importance of Citizens’ Charter to CPAGE, and feedback mechanisms provided by
the government office.
D. Data Analysis
D.1. Analytical Framework

The analytical framework reflects the scope of concepts used in measuring the
compliance to ARTA provisions and client satisfaction of the frontline services offered by
CPAGE. The core concepts are bounded by the box. These were used as basis for the bulk of
survey questions used in the study. Also used as references were the other concepts found below
the box. The reasons and respondent profile supplement the answers of the respondents to target
specific concerns and offer a background of the clients. Finally, the core concepts, other
concepts and reasons all make up the client’s perception.
D.2. Coding
The data was coded and processed through google spreadsheet for easy tracking and encoding.
(1) Nominal Variables (e.g. YES=1, NO=2)
(2) Ordinal Variables (e.g. VERY SATISFIED=5, SATISFIED=4, etc.)
(3) Adding New Codes for Qualitative Data (e.g. Reasons)
D.3. Data Cleaning
The data cleaning procedure are as follows:
(1) Double checking input from the questionnaire
(2) Reviewing the formula assigned in the Survey Questionnaire Analysis spreadsheet
(3) Generating Frequency Distribution Table
 (4) Generated from questions with quantitative responses to easily spot check the errors
(5) Processing Qualitative Responses
(6) Assign themes to recurring answers and count frequency of the themes
D.4. Percentage Scores (CSIS Manual)

D.5. Average Scores

Category Score*Frequency (for each response item) / Total Responses
D.6. Frequency and Percentage

Table. Q1: Is this the first time you hear about the Citizen's Charter? YES=1, NO=2

Code Response Item Frequency Percent

1 YES 3 17.65%

2 NO 14 82.35%

Total 17 100.00%

D.2.6. Criterion Reference Rating (CSIS Manual, 2017)

 CHAPTER 4
RESULTS AND DISCUSSION

The CPAGE was assessed on its compliance with the ARTA provisions. The indicators
used in the assessment of compliance were the Citizen’s Charter (CC), No Lunch Break Rule,
Public Assistance and Complaints Desk (PACD) and ID/Nameplates. The data gathered revealed
that none of the respondents used the CC as their source of information on the procedure of
availing the service. This was the case even though the CC was posted at a conspicuous area
near the office, and 61% saw the information billboard. Data from the survey revealed that
majority of the clients consult the website of CPAGE to obtain information about the frontline
services. Rapid advancement in information and communications technology may be attributed
to this instance. People tend to look for more convenient and accessible source of information
(like NCPAG Student Council and CPAGE Facebook Page). In addition, half of the respondents
who saw the CC said that they read the information billboard, and 90% of them said that the CC
was clear and understandable. According to the respondents, the CC of CPAGE only complied
with one out of seven posted standards. This case may be attributed to the data gathered that
most of the respondents availed the Registration Service of CPAGE. Registration period every
semester has gained relatively negative impression due to the long lines and the number of
people who avail the service. Whereas, in the information billboard used by respondents
concerning the No Lunch Break Rule, one fourth of the respondents indicated that no personnel
attended to them during lunch breaks, while 40% mentioned that the No Lunch Break policy was
not observed. According to their responses, the center closes during lunch breaks and resumes at
1pm. 36% of the total respondents responded ‘don’t know’ because they did not process their
transaction during the lunch break. Only two respondents reported that there was PACD inside
or near the office. The two respondents have misinterpreted the presence of grievance area
organized by registration assistants and feedback mechanisms in CPAGE as the Public
Assistance Complaints Desk. On the other hand, 82% saw the service providers wearing
identification cards that are easy to read.
The overall client satisfaction was also determined in the study by measuring the level of
satisfaction towards the overall time to complete a transaction, physical setup, basic facilities,
frontline service providers, and service quality. None of the respondents were dissatisfied with
the overall time it took to complete their transaction, and the CPAGE obtained an average score
of 4.06. The CPAGE got a score of 3.82 for the physical setup of the agency since most
respondents were satisfied of the setup, while only a few expressed their dismay. When it comes
to the basic facilities provided by the agency, the CPAGE obtained a satisfactory score of 3.68.
Most of the respondents were generally satisfied with the frontline service providers based on
timeliness, knowledge, competence, courtesy and extra mile, and fairness and ethical treatment.
For the service quality, half of the respondents were very satisfied of the outcome from their
transactions.
There is a fair awareness on the frontline services offered by CPAGE. Availment is low.
Since most clients are concentrated on the availment of Registration Activities during enrollment
period. There are only selected few who avail other front-line services.
 CHAPTER 5
SUMMARY, CONCLUSION AND RECOMMENDATIONS
The Citizen’s Charter is placed at a conspicuous place near the entrance and those who
were able to read it stated that it is well-written, easy to understand and generally helpful.
However, most of the students of NCPAG, both undergraduate and graduate, use other sources
of information instead of the Citizen’s Charter such as the Student Council Facebook page,
NCPAG website or the CRS website. Aside from the enrolment process, the rest of the frontline
services adhered to what was stated in the Citizen’s Charter. CPAGE passed sub-areas on
Compliance with ARTA provisions such as Anti-fixer campaign, No Hidden Costs, and
ID/Nameplates. However, CPAGE did not comply with some ARTA provisions including the
establishment of Public Assistance and Complaints Desk, special facilities for pregnant women,
senior citizens, and persons with disability, and effective and permanent grievance mechanisms.
Nearly half or 40% said that no staff attended to them during lunch break. Based on the results,
CPAGE could improve its governance and service delivery through: (1) establishing a Public
Assistance and Complaints Desk, (2) managing shifting of personnel to ensure that someone is
always manning counters during lunch break, (3) providing special lane for pregnant women and
persons with disability and (4) employing a permanent and effective grievance mechanisms.
Regarding basic facilities, the layout of the windows could be refined because some
respondents think that the office staff and client find it hard to communicate or hear each other.
The waiting area in front of the windows could also be improved by placing chairs within the
vicinity (especially during registration period). During registration activities, lines also tend to
get mixed up; there should be clear signage in order to have organized transaction.
The CPAGE is mandated to provide services to all NCPAG Students and Faculty
Members. It has its own Citizen’s Charter that provides its own services which makes it similar
to other government agencies and offices. In the survey results, it was shown that the CPAGE
was able to deliver results faster than what is indicated in the citizen’s charter which can be
attributed to the relatively small population in the college. Overall, the respondents were satisfied
with CPAGE’s services.
Through this study, it was established that CPAGE exercises governance through its
mandate of service provision. The concept of accountability was applied after establishing that
the citizens’ charter as a document of service standards acted as the external norm that enforced
the behavior of compliance or that which shapes the internal dynamics of the performance of its
mandate. In addition, according to the interview with Student Records Evaluator of CPAGE,
compliance to the citizen’s charter is important since that kind of behavior reflects the institution
to the constituents. From this, it can be inferred that CPAGE performs its mandate as it is aware
of its legitimate accountability to its clients it places service delivery at its core and is also
receptive to feedback for its further improvement.
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