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Implementation of Citizen’s Charter Provisions of RA 9485 (Anti - Red Tape Act of 2007) of a State University in the Philippines

Fernando C. Del Mundo Jr.

Nueva Vizcaya State University Bambang Campus, College of Arts and Sciences, Bambang, Nueva Vizcaya, Philippines

Abstract: This study assessed the implementation of RA 9485 (Anti-Red Tape Act of 2007) in NVSU System using a descriptive correlational method utilizing a questionnaire from Cabungan et al. (2016). Specifically, the study determined the profile of the respondents, perception of the group of respondents on the level implementation of RA 9485 in NVSU System, and level of satisfaction on the delivery of front-line services of NVSU System. Test of significant difference in the perceptions of the group of respondents on the level of implementation of RA 9485 when grouped according to profile was conducted. Similarly, profile of the respondents was analyzed if there is significant relationship with level of satisfaction on the service delivery of frontline service of NVSU. Moreover, test of significant relationship on the perceptions of the three groups of respondents on the level of implementation of RA 9485 and profile was conducted. In addition, significant relationship between the level of implementation of RA 9485 and the level of satisfaction on the delivery of front-line services of NVSU System was determined. Lastly, problems encountered by the respondents in availing the front-line services of NVSU were determined. Findings showed that respondents perceived RA 9485 as highly implemented. As to the level of implementation, the assessment is quite high while the level of satisfaction is only satisfied. Accordingly, the administration has to focus on how to fast-track transactions through the creation of websites and linkages for their communication process/practices/management under the pronouncement of the E-commerce Act of 2001 (R.A 8792).The problems encountered are reasonably serious. The administration has to focus on their plan and organize their respective programs and projects with efficiency and effectiveness through training and development opportunities that typically lead to increased job satisfaction and motivation for operational cost savings and increased capacity, resulting to high performance.

Keywords: RA 9485 (Anti-Red Tape Act of 2007), Citizen’s Charter Provisions, Nueva Vizcaya State University

Received February 01, 2022; Revised March 01, 2022; Accepted March 08, 2022

Citation: Fernando C. Del Mundo Jr., Implementation of Citizen’s Charter Provisions of RA 9485 (Anti - Red Tape Act of 2007) of a State University in the Philippines. American Journal of Educational Research, 10 (3). 127-134. January 2022. doi:10.12691/education-10-3-3

1. Introduction

In the field of Public Administration, experts and scholars focus on the encouragement of reformation in the public sector. They also assess on how these reforms will contribute to the service delivery with efficiency and effectively. Reformation in public sector has become “done very often matter of public policy which are almost continuous if not successful” because of the deepening dilemma of competence and credibility agonized by the different government organizations [1]. The reformations differ depending on the history, society and politics of every country. As such, issues or problems regarding competency and integrity are the primary concerns on inefficiency, corruption and red tape in a bureaucracy that saturate the different branches, departments and agencies of the government.

The government comes up with an institutional framework that will address issues and problems challenging the political and administrative system of the government [2]. In the Philippines, the 1987 Constitution, Article II, Section 27 provides that the “State shall maintain honesty and integrity in the public service and shall take positive and effective measures against graft and corruption” [3]. Also, RA 6713 Code of Ethics and Ethical Standards for public officials and employees shall at all times be accountable to the people and shall discharge their duties with utmost responsibility, integrity, competence and loyalty, act with patriotism and justice, lead modest lives, and uphold public interest over personal interest. Hence, the passage of the RA 9485 also known as the Anti-Red Tape Act of 2007, fundamentally redefines public service by setting the interest of the public first and foremost as the end goal of government service delivery.

Thus, it is the mandate of the law that all government agencies and instrumentalities, which includes local government units, to convey public service in the most efficient manner for the sake of the convenience of the public [4].” In relation to this, the Board Resolution No. 143, series of 2012 approved the Nueva Vizcaya State University’s (NVSU) Citizens Charter pursuant to Section 16 of RA 9485 known as the Anti-Red Tape Act. The University pledged to serve its clients with utmost excellence in service and dedication in the pursuit of transparency and accountability for excellent service and governance.

Hence, this study generally aims to determine the awareness, implementation and satisfaction of the respondents on the Citizen’s Charter provisions of RA 9485 as basis of formulating strategies in improvement of the implementation of RA 9485 in NVSU. Specifically, the study sought to determine the profile of the faculty and administrative staff respondents and profile of the student-leader respondents, perception of the group of respondents on the level of implementation of RA 9485 in NVSU System, and level of satisfaction on the delivery of front-line services of NVSU System.

Moreover, this study wanted to determine if there is significant difference in the perception of the respondents on the level of implementation of RA 9485 when grouped according to profile, and if there is significant relationship exists between the perceived level of satisfaction on the service delivery of frontline service of NVSU and their profile. Likewise, if there is significant relationship exists on the perceptions of the three groups of respondents on the level of implementation of RA 9485 and their profile. In this study, it also aimed of determining relationship between the level of implementation of RA 9485 and the level of satisfaction on the delivery of front-line services of NVSU System. And lastly, identify the problems encountered by the respondents in availing the front-line services of NVSU.

2. Methodology

The study made used of the descriptive-correlational method of research employing an adapted from [5]. This study was conducted in Nueva Vizcaya State University Bambang Campus and Bayombong Campus in the Province of Nueva Vizcaya during the first semester of school year 2018-2019. Using random sampling method, a total of three hundred thirty-five (335) samples were included as the respondents of the study, 93 or 27.76% from the teaching personnel and general administrative support staff and 242 or 72.24 % from the student-leaders. The data gathered were computer-processed using Statistical Package for Social Sciences (SPSS) version 21. The 0.05 level of significance was used to test the hypotheses of this research investigation.

3. Results and Discussions

3.1. Profile of the Respondents

Most of the teaching personnel and staff respondents were between 41 – 45 years old (25.81%) followed by those whose age ranges from 26 – 40 years old (19.6%) and 18.5% of the respondents were between 31 – 35 years old age. The lowest age range of the respondents was between 21-25 years of age. Meanwhile, female respondents outnumbered the male respondents where the females obtained a frequency of 66 or 71.97 percent while the males only obtained a frequency of 27 or 29.03 percent of the total respondents.

In the study, majority (47 or 51.53%) of the teaching personnel and administrative support staff finished their master’s degree. There were 28 or 30.10% respondents who just earned their bachelor’s degree. Lastly, 18 or 19.35% of the respondents earned their doctorate degree. In addition, majority of the respondents were already serving the institution for 1 – 5 years with a frequency of 38 or 41.94%. Followed by 6 – 10 years in service. Those who served between 11 – 15 years and 26 – 30 years were tied on the third spot. Very few from the teaching personnel and staff respondents served the institution for 16 – 20, and 31 – 40 years. And the average years in service was 13.2 years. And based from the survey conducted, majority of the teaching and staff respondents have SG11 to SG15 or 43.0%, followed by respondents between SG16 to SG20.

There were relatively few respondents whose salary grades belong to SG6 to SG10 and SG21 to SG25. Only 2 respondents obtained SG26 to SG30. This leave the impression that most of the respondents received a salary rate ranging from 20,754 to 30,531 pesos based on the Executive Order No. 201 for the fourth tranche of Salary Standardization Law. On the other hand, majority of the student-leaders were students from Bayombong campus (160 or 66.1%). Only 82 or 33.9% come from Bambang campus. In terms of the distribution of the student-leader respondents, majority (83 or 34.3) were affiliated to department-based organizations percent succeeded by college student council with a frequency of 66 or 27.3%. There were also students who were affiliated to SCSSC, and Socio-cultural organization.

3.2. Perceived level of implementation of RA 9485 in NVSU System by the Respondents

The perceived level of implementation of RA 9485 in terms of citizens’ charter in Nueva Vizcaya State University system by the teaching and staff respondents was generally “highly implemented” with a computed mean of 4.080. This would imply that the University highly implements the posting of a visible and noticeable vision and mission of the office and agency. Likewise, the amount of fees to be paid is itemized with the issuance of the Official Receipt (OR). There is also a step-by-step procedure to obtain a service. There is a posting of citizen’s charter in conspicuous places.

Another is there is an identification of the frontline services offered to Clients. There is also an officer or employee responsible for each step. Furthermore, this also implies that the Officer/Personnel is wearing an identification card/name plate during office hours. The maximum time to conclude the process is also specified. Also, there is also an allowable period for extension due to unusual circumstances; i.e. unforeseen events beyond the control of concerned government office or agency. There are feedback mechanisms, contact numbers to call and/or persons to approach for recommendations, inquiries, suggestions, as well as complaints.

Moreover, there is a procedure for filing complaints in relation to requests and application, including the names and contact details of the officials/channels to approach for redress. Additionally, there is always an existing Public Assistance and Complaint Desk available for consultation and advice. The office also observes the “No Noon Break” policy. Lastly, the office also observes the “No Noon Break” policy. This is cohesive with the survey conducted by where the service delivery of select cities and municipalities, barangays, local water districts, state universities and colleges (SUC), and branches of the Land Bank of the Philippines were rated [6].

The CSC said that these offices were graded for their compliance with the Anti-Red Tape Act, such as the posting of a Citizen's Charter, observing the No Noon Break Policy, wearing of IDs or nameplates, having public assistance desks, and having anti-fixer initiatives. The survey also gave scores based on clients' overall satisfaction, in terms of quality of service and feedback on facilities and the physical layout of the office. On the other hand, the statement “The office observes the “No Noon Break” policy” got the lowest rank with a mean of 3.5. Although it has a qualitative description of “highly implemented”, the institution may still want to improve this practice.

Likewise, the perceived level of implementation of RA 9485 in terms of frontline services in Nueva Vizcaya State University system by the teaching personnel and staff respondents. The computed general weighted mean is 3.89 with a qualitative description of “high implementation”. This means that the University highly implements the continuing program to promote customer satisfaction and improve service delivery, and other similar activities to all offices. In connection to this, the receiving employee performs a preliminary assessment of the request and determine the sufficiency of the documents submitted.

All employees accept written applications, requests, and /or documents being submitted by clients and the responsible employee acknowledges receipt of such application/or request. Likewise, in case an application or request is disapproved, the officer or employee who rendered the decision sends a formal notice to the client within five (5) working days from the receipt of the request/application, stating the reason for the disapproval and a list of specific requirement/s which the client failed to submit. Also, the receiving employee performs a preliminary assessment of the request and determine the sufficiency of the documents submitted and the number of signatories in any document is limited to a maximum of five signatures which represent officers directly supervising the office concerned.

However, the statement “Any denial of request for access to government service is fully explained in writing.” Was rated by the respondents “average implementation”. This indicates that the teaching personnel and staff respondents’ perception of the level of implementation of RA 9485 in terms of Accessing Frontline Services in NVSU is on the average level of implementation. Nevertheless, all the other 9 items were perceived with “high implementation”. Further, in terms of accountability of heads of offices, the teaching personnel and staff perceived that the implementation of RA 9485 in NVSU System is “highly implemented” with a computed mean between 3.50 and 4.49. The head of the office or agency shall be the first to be responsible for the implementation of the rule of Citizen’s Charter. Likewise, all transactions and processes have been made with the permission or clearance from the highest authority with the qualitative description of highly implemented.

This implies that accountability of heads of offices in NVSU maintain honesty and responsibility among its clients and employees, and take appropriate measures to promote transparency in each agency with regard to the manner of transacting with the public. The result is supported by RA 9485 which also states that heads of government offices are accountable to the public in rendering fast, efficient, convenient, and reliable services. Thus, the NVSU has adopted the provision for the convenience of the transacting public. On the other hand, in terms of Reengineering of Systems and Procedures, the teaching personnel and staff perceived it to be highly implemented. This is a good indication that the University undergoes evaluation for better improvement of their transaction systems and procedures.

[7] believes that real reengineering is characterized by essential redesigning of the work process that will involve creation of output or service, and speedy and large-scale performance. The student-leader respondents gave all items under Citizen’s Charter, with “high implementation” rating with a grand mean of 4.028. Further, the students ascertained that NVSU is implementing the law in the school system. The highest mean which is 4.33 was obtained by the statement “There is a visible and noticeable vision and mission of the office or agency.” Consequently, the student-leader respondents believed that the University has “high implementation” on access of frontline services. This indicates that NVSU provides importance of the RA 9485.

In addition, the students perceived that when transacting business in NVSU system, there are no complicated procedures, time-consuming steps, and unnecessary requirements that the office personnel required to comply. Likewise, of the 10 items under accessing the frontline services, one item was rated with the highest mean of 4.115 by the student-leaders. This was on the statement “The responsible employee acknowledges receipt of such application/or request.” However, one item was rated with the lowest mean among the 10 items. This was on the statement “Any denial of request for access to government service is fully explained in writing”. This leaves an avenue for the University to look into how it will improve the system in addressing denial of request which supposed to be explained in writing. It is vital that the University shall establish a regular and efficient internal monitoring system for it to sustain the compliance of frontline services in the Anti-Red Tape Act or RA 9485 of the University.

For the component “accountability of heads of offices”, the student-leader respondents regard it highly with a computed mean of 4.258. This indicates that the respondents believe in the commitment of NVSU system for the streamlining of the delivery of institution’s services. Further, the students believe in the promotion of transparency, simplification of procedures and expediting transaction in NVSU system. Meanwhile, under RA 6713 Code of Ethics and Ethical Standards for public officials and employees shall at all times be accountable to the people and shall discharge their duties with utmost responsibility, integrity, competence and loyalty, act with patriotism and justice, lead modest lives, and uphold public interest over personal interest. Likewise, the government is anticipated to create and carry out higher values of ethicality and integrity in the agencies of government, civil service and government itself. Various countries have already established anti-corruption agencies which defend the public.

Likewise, administer a developed obligation on public officials and civil servants for obligatory reporting of all occurrences of alleged corruption, breaches of the body’s code of ethics, and official misconduct. Further, the student-leaders’ perceived level of RA 9485 in terms of Reengineering of Systems and Procedures in NVSU System believed to be highly implemented. This tells that the implementation of RA 9485 in terms of Reengineering of Systems and Procedures in NVSU System is being prioritized. This is a just manifestation also that the University undergoes evaluation and frontline service providers undertake motion studies in reengineering of systems and procedures. Reengineering of procedures and systems in government primarily deals with optimization through redefinition of procedures and processes that government needs to transact interface and interact with its stakeholders in ever varying times. All offices in government agencies providing frontline services must frequently undertake time and motion studies through reengineering of systems and procedures. Reengineering of systems and procedures is all about reviewing, re-looking and redefining the way. Government needs to operate, interact, interface, and transact with its stakeholders.

Table 1. Overall Perceived Level Implementation of RA 9485 in NVSU System by the Teaching and Staff Respondents

Overall, it can be gleaned in Table 1 that the four sections under RA 9485 were rated by the respondents with “high implementation” rating with a computed mean ranging from 3.50 to 4.49.This is good indication that the University gave an emphasis on the serious implementation of RA 9485.

Table 2. Overall Perceived Level Implementation of RA 9485 in NVSU System by the Student Leader Respondents

Overall, Table 2 shows that the perceived level of implementation of RA 9485 in NVSU System by the student-leader respondents was high across the section in the Act.

3.3. Level of Satisfaction of Frontline Services

The teaching personnel and staff respondents were satisfied in the frontline services offered by NVSU system. It further indicates that NVSU Educational systems are becoming service-oriented particularly on quality, satisfaction, and performance. The higher the service quality, the more satisfied the customers are. However, previous data presented in the implementation of frontline service revealed that statements: 1) The different offices thru concerned employees acknowledges receipt of such application/or request made by clients; and 2) The denial of request for access to government service is fully explained in writing have the highest and lowest mean correspondingly among the ten items. The student-leader respondents were satisfied in the frontline services offered by NVSU system with a computed mean of 4.015. This also indicates that the NVSU system is providing efficient frontline services.

Moreover, client engagement can be seen as an indicator that reflects the level of customer involvement and connection with the products, services and activities of NVSU. Among the 10 items, the statement “the employee concerned conduct or performs a preliminary assessment of the request and determine the sufficiency of the documents submitted by the concerned employee obtained the highest mean. This leaves an indication that student leaders’ respondents are satisfied with the systematic processes of the University in assessing documents, activity permits and request on the different offices concerned. However, the statement “denial of request for access to government service is fully explained in writing” obtained the lowest mean.

3.4. Differences on the Respondents Perception on the Level of Implementation of RA 9485 when Grouped according to Profile

It can be seen in Table 3 that there is a significant difference in the perceived level of implementation of RA 9485 by the teaching personnel and staff respondents when they are grouped according to sex as shown by the computed t-value of 2.481 which is higher than the critical t-value of 1.986 at 0.05 level of significance with 91 as the degrees of freedom. This led to the rejection of the null hypothesis and acceptance of the alternative hypothesis that there exist a significant difference in the perceived level of implementation of RA 9485 by the teaching personnel and staff respondents when they are grouped according to sex. The female respondents have a higher level of perceived implementation of RA 9485 as compared with their male counterparts. The number of years in the service as shown by the computed F-value of 2.343 which is higher than the critical F-value of 2.119 with 7 and 85 degrees of freedom at 0.05 level of significance. This led to the rejection of the null hypothesis.

Table 3. Summary of Differences on the Teaching and Staff Respondents Perception on the Level of Implementation of RA 9485 in NVSU System by Profile (n=93)

Hence, there exists a significant difference in the perceived implementation of RA 9485 by the teaching personnel and staff respondents when grouped according to number of years in the service. A closer scrutiny of data by the researcher reveals that those who are in the service for 11 years and above have higher level of perception on the implementation of RA 9485 as compared to those who are new in the service. The findings found support from when he stated that people who have been serving an organization for more than a decade are people dedicated to observe the implementation of policies for the welfare of the organization in general, and quality service in particular [8].

Table 4. Summary of Differences on the Student Leader Respondents Perception on the Level of Implementation of RA 9485 in NVSU System by Profile

Table 4 shows that when the respondents were grouped according to campus (F=0.038), and organization (F=1.960), no significant differences were noted in their perceived level of implementation of RA 9485 because the computed summary of differences are lower than the critical values at 0.05 level of significance that lead to the acceptance of the null hypothesis.

3.5. Relationship between the Level of Satisfaction on the Frontline Service Delivery of NVSU and Respondents’ Profile Variables

Table 5. Spearman Rank Order Result between the Teaching and Staff Respondents’ Profile and Level of Satisfaction on the Service Delivery of Frontline Service of NVSU

Based from Table 5, it shows that the teaching and staff respondents’ age, highest educational attainment, years in service and salary grade and level of satisfaction on the service delivery of frontline service of NVSU were not statistically significant and have no correlation. This implies that respondents’ age, highest educational attainment, years in service and salary grade do not dictate or affect the level of satisfaction on the service delivery of frontline service of NVSU, hence accept the null hypothesis. However, respondents’ sex revealed weak positive relationship and shows significant correlation, (r=0.225; N=93; p=0.031), therefore the null hypothesis is rejected.

Table 6. Spearman Rank Order Result between the Student Leader Respondents’ Profile and Level of Satisfaction on the Service Delivery of Frontline Service of NVSU

It can be gleaned in Table 6 that the students’ profile in terms of campus and organization and the level of satisfaction on the service delivery of frontline service of NVSU were not statistically significant and have no correlation, thereby accepting the null hypothesis. This also implies that respondents’ profile (in terms of campus, organization) do not dictate the level of satisfaction on the service delivery of frontline service of NVSU. While, assurance, responsiveness and empathy are three scopes that is meaningfully important in the delivery of service quality which is interrelated to the level of student’s satisfaction.

This discloses to the conclusions of the study in one of the universities in Malaysia. This study determines the relationship between level of student satisfaction and service quality. This study was steered by [9] wherein the results of the study found out that the service quality is important aspect that regulates the level of student’s satisfaction.

3.6. Relationship on the Perceptions of the Three Groups of Respondents on the Level of Implementation of RA 9485 and their Profile

In terms of the perceptions of the teaching and staff respondents on the level of implementation of RA 9485 and their profile variables showed non-existent relationship and not statistically significant hence accepting the null hypothesis as shown in Table 7. However, respondents’ sex showed positive weak relationship and statistically significant (r=0.285; N=242; p=0.006) such that the null hypothesis is rejected.

Table 7. Spearman Rank Correlation Coefficient between the Teaching and Staff Respondents’ Perception on the Level of Implementation of RA 9485 and their Profile Variables

Table 8. Spearman Rank Correlation Coefficient between the Student Leader Respondents’ Perception on the Level of Implementation of RA 9485 and their Profile Variables

In terms of the perceptions of the student-respondents on the level of implementation of RA 9485 and their profile variables in terms of campus and organization showed weak positive, statistically significant with computed p value of 0.036, and non-existent correlation and not statistically significant, respectively as shown in Table 8. For the perceptions of the student-respondents on the level of implementation of RA 9485 and their campus, the null hypothesis is accepted while the later is rejected.

3.7. Relationship between the Level of Implementation of RA 9485 and the Level of Satisfaction on the Delivery of Frontline Services of NVSU System

It can be gleaned from Table 9 that there is a very high positive correlation between the perceived level implementation of RA 9485 and level of satisfaction on the delivery of frontline services in NVSU System as perceived by both faculty and staff respondents as shown in the computed r-value of 0.799 which is very much higher than the critical r-value of 0.204 at 91 degrees of freedom with 63.84 percent as coefficient of determination.

Hence, the null hypothesis that there is no significant relationship between the perceived resiliency quotient and human relations skills of the respondents is rejected. It can be inferred from Table 9 that perceived level implementation of RA 9485 can predict level of satisfaction on the delivery of frontline services in NVSU System at about 63.84 percent.

It can be gleaned from Table 10 that there is a very high positive correlation between the perceived level implementation of RA 9485 and level of satisfaction on the delivery of frontline services in NVSU System as perceived by student leaders respondents as shown in the computed r-value of 0.816 which is very much higher than the critical r-value of 0.126 at 91 degrees of freedom with 66.59 percent as coefficient of determination. Hence, the null hypothesis that there is no significant relationship between the perceived resiliency quotient and human relations skills of the respondents is rejected. It can be inferred from the above table that perceived level implementation of RA 9485 can predict level of satisfaction on the delivery of frontline services in NVSU System at about 66.59 percent. The rest of the characteristics of the level of satisfaction on the delivery of frontline services in NVSU System can only be predicted by factors other than the perceived level implementation of RA 9485 of the respondents. In other words, 66.59 percent of the variance of level of satisfaction on the delivery of frontline services in NVSU System can be explained by the variance of perceived level implementation of RA 9485.

Table 9. Correlation Coefficient between the Level of Implementation of RA 9485 (Anti-Red Tape Act of 2007) and the Level of Satisfaction on the Delivery of Frontline Services of NVSU System as Perceived by Teaching and Staff Respondents

Table 10. Correlation Coefficient Relationship between on the Level of Implementation of RA 9485 and the Level of Satisfaction on the Delivery of Frontline Services of NVSU System as Perceived by the Student Leader Respondents

3.8. Problems Encountered by the Respondents in Availing the Front-Line Services of NVSU

The 93 teachers and staff involved in the study have commonly encountered problem which include: The personnel did not meet the maximum time to finish request, f=41, %=44.09; and Awareness campaign to educate clients about the Charter were not conducted systematically, f=41, %=44.08. Another problem was noted by the teachers and staff was “The standards/time norms of services mentioned in Citizen’s Charter were either too lax or too tight and were, therefore, unrealistic and created an unfavorable impression on the clients” wherein 38 or 40.86 respondents mentioned out of 93 respondents. Also, it is quite alarming that the respondents were satisfied with the frontline services and perceived high implementation of RA 9485, however 19 or 20.43% of the teachers and staff who served as respondents mentioned that “There is no courtesy and helpfulness from the personnel in accommodating clients”.

[2] gave an emphasis that Frontline Employees with connection with the customers are the appearance of service organizations and play a serious part in shaping customer satisfaction. The quality of service is significantly enhanced when these employees are customer oriented. Another significant antecedent is self-efficacy and empowerment frontline employee who are assured in their capabilities to serve customers are more customer oriented. Also, the 242 student leaders involved in the study have commonly encountered problem which include: The personnel did not meet the maximum time to finish request, f=89, %=36.78.

Another problem was also noted by the student leaders was “The standards/time norms of services mentioned in Citizen’s Charter were either too lax or too tight and were, therefore, unrealistic and created an unfavorable impression on the clients” wherein 87 or 35.95 respondents mentioned out of 242 respondents. Also, it is quite alarming that the respondents were satisfied with the frontline services and perceived high implementation of RA 9485, however 46 or 19.01% of the student leaders who served as respondents mentioned that “There is no courtesy and helpfulness from the personnel in accommodating clients”.

4. Conclusions

Based from the findings of the study, it was found that most of the teaching and administrative support staff respondents were in the middle aged. Female outnumbered the male respondents. Majority finished their master’s degree. Majority of the respondents were serving the institution for 1 – 5 years and have a salary grade of 11 to 15. Likewise, majority of the student-leaders were students from Bayombong campus, and were affiliated to department base organizations. Likewise, the level of implementation of RA 9485 with sub-variables: Citizen’s Charter, Accessing Frontline Services, Accountability of Heads of Offices, Reengineering of Systems and Procedures were perceived by the teaching, administrative support staff and student leaders’ respondents as “Highly Implemented”. This is a good indication that the University gave an emphasis on the serious implementation of RA 9485 or the Anti-Red Tape Act of 2007.

However, there are still areas that need more attention especially on the problems encountered and areas where low implementation of the program were shown. Further, the teaching personnel, administrative support staff and the student-leaders were “satisfied” in the frontline services offered by NVSU System. It further indicates that NVSU Educational systems are becoming service-oriented; quality, satisfaction, and performance prove to be the key factors reciprocally interrelated in a cyclical relationship. The higher the service quality, the more satisfied the customers. Thus, to attract new customers, educational institutions and universities are placing greater emphasis on meeting the expectations and needs of their customers the “students” as well as other clients, i.e. visitors, alumni, and guests.

In the comparative test, it was found that there was a significant difference with regards to sex and number of years in service as perceived by teaching and administrative support staff. This led to the rejection of the null hypothesis and acceptance of the alternative hypothesis. However, there was no significant difference on age, highest educational attainment and salary grade. The student-leader respondents when grouped according to campus and organization revealed no significant difference in their perceived level of implementation of RA 9485. For the test of relationship between the level of satisfaction on frontline service delivery of NVSU and respondents’ profile variables, it revealed that there is no significant relationship.

Teaching personnel and administrative support staff’s age, highest educational attainment, years in service and salary grade do not dictate or affect the level of satisfaction on the level of satisfaction on the service delivery of frontline service of NVSU. However, respondents’ sex revealed weak positive relationship and shows significant correlation. While, the student-leaders’ profile in terms of campus and organization and the level of satisfaction on the service delivery of frontline service of NVSU were not significant, thereby led to accepting the null hypothesis. The study also revealed that perceptions of the three groups of respondents on the level of implementation of RA 9485 and their profile variables (age, highest educational attainment, and years in service and salary grade) showed no significance.

However, respondents’ sex showed positive weak relationship which makes it statistically significant, as such accepting the null hypothesis. While, the student-leaders’ profile in terms of campus and organization showed significant relationship and not significant relationship respectively. There was a very high positive correlation between the level of implementation of RA 9485 (Anti-Red Tape Act of 2007) and level of satisfaction on the delivery of frontline services in NVSU System as perceived by teaching, general administrative support staff and student-leaders. This inferred the fact that the implementation of RA 9485 is a response to the mission for solving the problems which a citizen meets, day in day out, while dealing with the organizations providing public services like the Nueva Vizcaya State University.

The act itself is a declaration of standards for various services offered. Respondents commonly noted these problems: 1) the personnel did not meet the maximum time to finish request; 2) awareness campaign to educate the clients about the Charter were not conducted systematically and 3) the standards/time norms of service mentioned in Citizen’s Charter were either too lax or too tight and were, therefore, unrealistic and created an unfavorable impression to the clients.

5. Recommendations

Hence, the researcher highly recommended NVSU has to enhance the system on how to disseminate the citizen’s charter, accessing frontline services, accountability of heads of offices, and reengineering of systems and procedures provisions under the ARTA in order for the clients to be properly knowledgeable and aware of the procedure to obtain a particular service; the person/s responsible for each step; the maximum time to conclude the process; the document/s to be presented by the client, if necessary; the amount of fees, if necessary; and the procedure for filing complaints and most importantly in a local dialect understood by everyone.

Moreover, the administration has to regularly improve its system on providing frontline services and to regularly undertake time and motion studies, undergo evaluation and improvement of its transaction systems and procedures and reengineer the same if deemed necessary to reduce bureaucratic red tape and processing time, the administration has to focus on how to fast-track transactions through the creation of websites and linkages for their communication process/practices/management under the pronouncement of the E-commerce Act of 2001 (R.A 8792), which mandates the computerization of all government agencies requiring the automation of the various manual processes, to facilitate electronic online transmission of electronic data messages or electronic documents, and to provide an electronic universal access by the general public.

Also, the administration has to focus on their plan and organize their respective programs and projects with efficiency and effectiveness through training and development opportunities that typically lead to increased job satisfaction and motivation for operational cost savings and increased capacity, resulting to high performance. And similarly, the administration should conduct similar study considering larger population samples and using the amended law (RA 11032 or also known as the Ease of Doing Business Act of 2018).

References

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