Chapter 1

INTRODUCTION

Poor public service due to bureaucratic red tape has long been a problem in the

Philippines. In its Doing Business 2007 report, the World Bank ranked the Philippines 126th out

of 175 countries for its "ease of doing business". These long waiting times and complicated

bureaucratic procedures were common to all the ministries that provided services to citizens, from

supplying business permits to issuing driving licenses.

Government planners have recognized the problem, stating: “Cumbersome government

procedures slow down the delivery of public service and increase transaction costs. The same

arduous government processes also provide the venues for corruption, given the natural tendency

to avoid bureaucratic red tape”. (Philippine Development Plan 2011-2016).

In the 2000s, citizens in the Philippines have faced significant difficulties in receiving

prompt and efficient service from government departments and agencies. For example, in order to

start a business Filipinos had to complete 11 individual procedures and wait for at least 48 days

for governmental approval. As well as causing long delays, this sort of governmental red tape

created a severe problem with corruption: citizens who wanted to speed up the process had

recourse to bribing government officials, such that they resort to giving grease money or lagay to

public officials or getting the assistance of fixers in exchange for easier and faster transactions.

Lagay can be conceived as a form of speed money that cuts delays in the transmission of files

inside administrative offices by enabling the client to forge ahead in slow-moving queues for

public services (Bardhan 1997).

 In a bid to curb red tape and improve public service delivery, numerous reforms have

been initiated by previous administrations. In line with this objective, in 2007, Congress enacted

Republic Act No. 9485, or the “Anti-Red Tape Act”, which seeks to improve efficiency in the

delivery of government service to the public by reducing bureaucratic red tape and preventing

graft and corruption. ARTA was the first legislation in the Philippines to establish a minimum

standard in accessing frontline government services, including at its core a “maximum processing

period of five days for simple transactions and ten days for complex transactions. Signatories are

also mandated to be limited to a maximum of five.” The law requires, among others, government

offices that perform frontline services, i.e., handle applications for any privilege, right, permit,

reward, license, concession, or requests that are acted upon in their ordinary course of business,

to post a Citizen’s Charter at the entrance of their offices that describes the procedures to obtain

a particular service and the documents needed for that purpose (Palabrica 2016).

Under this law, all government offices and agencies, including local government units and

government-owned and –controlled corporations providing frontline services, excluding those

with judicial, quasi-judicial, and legislative functions, are mandated to do the following: (a)

Identify their frontline services; (b) Reengineer transaction systems and undergo time-and-motion

studies if necessary; and (c) Create service standards or the Citizen’s Charter. This Act also

requires all agencies to maintain honesty and responsibility among its public officials and

employees, and shall take appropriate measures to promote transparency in each agency with

regards to the manner of transacting with the public.

In a much needed effort to address the problem of red tape, Pres. Rodrigo Duterte signed

into law Republic Act No. 11032, or The Ease of Doing Business and Efficient Government

Service Delivery Act of 2018 (RA 11032), amending the ARTA by strengthening it and giving it
teeth. Ease of doing business covers all Philippine government offices and agencies including local

government units, government-owned or controlled corporations and other government

instrumentalities, here or abroad and aims to establish effective delivery, prevent graft and

corruption, reduce red tape, and expedite business and non-business transactions in government.

Civil Service Commission explained that from 15 days cut-off for processing time, the new law

cuts processing time to three days for simple transactions, seven days for complex, and maximum

of 20 days for highly technical applications and disallows physical interaction and phone calls

between government officers and clients except during early stage of a transaction.

The researchers are deemed challenged to know the awareness of implementation of the

RA 11032 or the “Ease of Doing Business and Efficient Government Service Delivery Act of

2018” as perceived by the government employees and clients in the local government of Barangay

San Pedro, Puerto Princesa City.

Statement of the Problem

The researchers specifically aimed to answer the following research questions:

1. What is the level of awareness of Barangay San Pedro government employees and its

citizens to Republic Act No.11032 or the “Ease of Doing Business and Efficient

Government Service Delivery Act of 2018”?

2. How do the barangay officials implement Republic Act No.11032?

3. How effective is Republic Act No.11032 with regard to the quality of service the

government workers provide to their citizens?

Significance of the Study

The significance of this study is to know the level of awareness of Barangay San Pedro

government employees and its citizens to RA 11032, known as “Ease of Doing Business and

Efficient Government Service Delivery Act of 2018”. This study aims to gather information on

how the barangay officials including its employees implement RA 11032 and how effective is RA

11032 with regard to the quality of service the government workers provide to its clients.

The results of the study will be of great benefit to the following:

1. Students. Being students of public administration and for those currently working and

planning to work under the government service, this study will help them to fully

understand the essence of RA 11032 and apply it to be a more effective public servant.

2. Barangay Officials. As the basic political unit, the barangay serves as the primary

planning and implementing unit of government policies, plans, programs and projects.

One way to evaluate the effectiveness of the services they provide is through their

compliance with the requirements of RA 11032. The results of the study will help the

barangay officials in assessing what they lack in compliance with RA 11032 and how

to improve the services they deliver to their clients.

3. Public. Beneficiary or not, this study will make them aware of what is really happening

in conducting public service, especially the service provided by the Barangay San

Pedro. This will also help them know about RA 11032 and the importance of complying

with its provisions, especially when it is their turn to transact with the government

offices.
Scope and Limitation

This study explored the awareness of the government workers and the citizens of Barangay

San Pedro with the implementation of the R.A 11032. It also determined how effective it is in

delivering government services within the service standard for every transaction.

This study was only limited to ten (10) clients of Barangay San Pedro, and another ten (10)

government officials who were chosen to provide data through questionnaire designed by the

researchers since these respondents already have the concrete experience relevant to the

effectiveness and implementation of the RA 11032 or Ease of Doing Business and Efficient

Government Service Delivery Act of 2018.

It was also limited to all the information that was provided by the respondents in connection

with their personal experience and interpretation.

Lastly, the results were expected to cover only situations that were true to the respondents

situated in Barangay San Pedro, Puerto Princesa City.

Definition of Terms:

The following terms used in this study were defined operationally:

Republic Act 11032 – also known as Ease of Doing Business and Efficient Government

Service Delivery Act of 2018; as provided by its declaration of policy, it is stated that it is

the declared the policy of the State to promote integrity, accountability, proper

management of public affairs and public property as well as to establish effective practices,

aimed at efficient turnaround of the delivery of government services and the prevention of

graft and corruption in government. Towards this end, the State shall maintain honesty and
 responsibility among its public officials and employees, and shall take appropriate

measures to promote transparency in each agency with regard to the manner of transacting

with the public, which shall encompass a program for the adoption of simplified

requirements and procedures that will reduce red tape and expedite business and non-

business related transactions in government."

The Review of Related Literature

In the 2000s, citizens in the Philippines have faced significant difficulties in receiving

prompt and efficient service from government departments and agencies. For example, in order to

start a business Filipinos had to complete 11 individual procedures and wait for at least 48 days

for governmental approval. This excluded the application for a business permit at the local mayor’s

office and waiting for designated print shops to issue receipts, which added even more time. As a

result, in its Doing Business 2007 report the World Bank ranked the Philippines 126th out of 175

countries for its "ease of doing business". These long waiting times and complicated bureaucratic

procedures were common to all the ministries that provided services to citizens, from supplying

business permits to issuing driving licences. Given these complex procedures, many citizens

sought illegal, corrupt ways to speed up the process. Public servants were used to bribes, and they

routinely demanded them: “many of the people who used frontline services – and the officials who

delivered them – considered bribery and inefficiency routine”. It was common to hire so-called

"fixers", who made special arrangements to speed up transactions in exchange for a fee. This, in

turn, meant that the government was unable to collect adequate revenue for the provision of its

services, while citizens became increasingly disillusioned with the amount of red tape they

encountered.
 In June 2, 2007, the Filipino government tried to tackle this problem through the approval

by President Gloria Macapagal-Arroyo of the Anti-Red Tape Act (ARTA). Its overall intention

was to increase transparency and promote honesty and responsibility in government service

delivery. The Act included simplifying measures to reduce red tape in service transactions, and it

established a formal corruption prevention tool for service provision.

ARTA was the first legislation in the Philippines to establish a minimum standard in

accessing frontline government services, including at its core a “maximum processing period of

five days for simple transactions and ten days for complex transactions. Signatories are also

mandated to be limited to a maximum of five.”

In 2008, the government published the Implementing and Regulation Rules (IRR), which

clarified and interpreted the law, and the Civil Service Commission (CSC) launched the citizen

charter programme as the flagship initiative to implement ARTA. The citizen charter was a

document 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 they may expect for that service.” These documents had

to include the amount of fees to be paid, the maximum waiting time, and the officer responsible

for each step of the process.

In 2010, the CSC published the first of a number of report card surveys to “obtain feedback

on existence and effectiveness of, as well as compliance with the Citizen’s Charter, and how the

office or agency is performing insofar as frontline services are concerned”. Based on these surveys,

the government issues the “Citizen’s Satisfaction Center Seal of Excellence” to those agencies that

have received no ARTA-related complaints and achieved excellent ratings in their report card

survey.
 To evaluate the compliance of the different government units to ARTA, the Civil Service

Commission formulated the Report Card Survey (RCS). The Report Card Survey (RCS) is 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. The Civil Service Commission (CSC) released the results of the 2017

Anti-Red Tape Act Report Card Survey (ARTA RCS) showing that out of the 583 offices that

have been surveyed, 81.65% or 476 offices passed.

In 2018, RA 11032 or the Ease of Doing Business and Efficient Government Service

Delivery Act of 2018 amended RA 9485 or the Anti-Red Tape Act of 2007. This was approved by

President Rodrigo Roa Duterte on May 8, 2018. It was published in two (2) newspapers of general

circulation on June 2, 2018 the Official Gazette on June 11, 2018 and became effective from June

17, 2018. This Act shall apply to all government offices and agencies including local government

units (LGUs), government-owned or -controlled corporations and other government

instrumentalities, whether located in the Philippines or abroad, that provide services covering

business and non-business related transactions as defined in this Act.

 Chapter 2

METHODOLOGY

Research Methodology

This chapter deals with the research design, research respondents, locale of the study,

instrumentation, and data gathering procedure. This also provides information on how the

researchers conducted their study.

Research Design

The purpose of this qualitative study is to understand the significance of RA 11032.This

study used the questionnaire and observation method. These methods allow the researchers to

directly observe in the setting where the respondents and the study takes place and talk to the

persons involved in the study to gather information. Through this, the researchers can generate

information through observation and make a direct access to the respondents.

Population Sample

The respondents of this study are ten (10) Front-desk staff and Barangay Officials as well

as ten (10) clients for the whole day of Barangay San Pedro, Puerto Princesa City.

Locale of the Study

The study was conducted at Barangay San Pedro, Puerto Princesa City. This place was

selected by the researchers having the knowledge that this Barangay has the one of highest

population in Puerto Princesa City.

Research Instruments

The researchers used questionnaire method and checklist for the barangay officials and

clients that are based on RA. No. 11032 or “Ease of Doing Business and Efficient Government

Service Delivery Act of 2018” which is relevant to the study. The researchers prepared two

separate questionnaires for the barangay officials and clients for comparison of their perception on

the effectiveness of RA 11032 in Barangay San Pedro.

Data Collection Procedure

Prior to the gathering of data, the researchers chose from its members who will take charge

on these following dates, days and time.

Date Day Time Names of the members

September 24, 2019 Tuesday 08am-12nn Justine Sabando, Cesame Fabrigas

12nn-05pm Kenny Puyong, John Ryan Bautista

The researchers made a formal letter to seek the approval to conduct the study at Barangay

San Pedro Hall. The study was then conducted for 1 day, September 24, 2019, during office hours.

Upon granting of permission, the researchers personally came to make an observation of the daily

transaction the Barangay San Pedro Hall has. The researchers then observed for nine (9) hours

from eight o’ clock in the morning up to five o’ clock in the afternoon including noon break.

Along the observation, the researchers have decided to interview the front-desk staff in

charge of the Frontline Services. Aside from that, the researchers also interviewed ten (10) clients

and ten (10) Front-desk staff including Barangay Officials.

 While one researcher was assigned to observed, the other was taking photos of the

Compliance of ARTA provisions the Barangay Hall of San Pedro has such as: Citizen’s Charter,

Anti-Fixing Campaign, No Noon Break Policy, ID or Nameplates, and Public Assistance or

Complaint’s Desk. Aside from those, the researchers also took photos of the physical set up and

basic facilities the Barangay San Pedro hall has.

After collecting all the data needed in the study, the researchers then organized, checked

and analyze the gathered datum. The result would hopefully be the basis for the effectiveness of

implementing R.A No. 11032 in Barangay San Pedro.

Ask Conduct an in
Find
permission for depth-
respondents
an interview interview
 Chapter III

RESULTS

The purpose of this study was to determine the effectiveness of implementing Republic

Act 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018

in Bgy. San Pedro, City of Puerto Princesa through assessing and evaluating the (1) awareness of

the government workers and citizens of Barangay San Pedro about RA 11032, (2) implementation

of the RA 11032 provisions by Barangay San Pedro and the (3) effect of RA 11032 to the services

provided by government workers to its citizens and clients. As RA 11032 aims to promote

efficiency and transparency in government with regard to the manner of transacting with the public

by requiring each agency to simplify frontline service procedures, formulate service standards to

observe in every transaction and make known these standards to the clients/citizens, the

researchers formulated questionnaire, checklist and interview as research instruments to aid them

in evaluating the effectiveness of RA 11032 in the operations of the government unit of Barangay

San Pedro.

Table 1: Awareness of the Government Workers/Front Liners and Citizens/Clients of

Barangay San Pedro about RA 11032
RESPONDENT YES NO TOTAL
Government 8 2 10
Workers/Front liners
Citizens/Clients 5 5 10
Total 13 7 20

Table 1 above presents the awareness of both government workers and citizens about RA

11032. As can be observed per table, 8/10 or 80% of the government workers/front liners were

aware and have an idea of what RA 11032 is while 2/10 or 20% were not. 5/10 or 50% of the
clients were aware and have an idea of what RA 11032A is while the remaining 5/10 or 50% were

not. In total, 13/20 or 65% of the government workers/front liners and citizens/clients were aware

and have an idea of what RA 11032 is. However, 7/20 or 35% of the government workers/front

liners and citizens/clients were not. Those who knew about RA 11032 answered that they learned

about it through social media, radio, television and information campaigns of the national and local

government concerning RA 11032.

Table 2.A: Compliance with RA 11032 Provisions by Barangay San Pedro

CRITERIA YES NO SCORE
1. Citizen’s Charter has been properly set up (20%) 18.57%
a. Citizen’s charter is posted at the main entrance of the /
office or at the most conspicuous place and is written
either in English, Filipino or in the local dialect; and
b. Contains the following essential details:
i. A comprehensive and uniform checklist of /
requirements for each type of application or request;
ii. The procedures for each particular service; /
iii. The person/s responsible for each step; /
iv. The processing time for each service properly /
observed;
v. The document/s to be presented by the applicant or /
requesting party, if necessary;
vi. The amount of fees, if necessary; and /
vii. The procedure of filing complaints /
2. Official Identification Card of the staff is visibly worn / 20%
during office hours (20%)
3. Public Assistance/Complaints Desk has been established / 20%
and is operating (20%)
4. No noon break policy is being observed (20%) / 20%
5. Anti-fixing campaigns are being conducted and is / 0%
observed (existence of posters and other mechanisms to
inform the public of the campaign) (20%)
Total (100%) 78.57%

The researchers utilized the method of observation to gather data necessary to fill in the

checklist of the essential requirements of RA 11032. The researchers set up a “grading system” to
evaluate Barangay San Pedro’s compliance. Each of the five (5) criteria scores to 20%. The

researchers adapted the interpretation tool utilized by the Civil Service Commission on their

Report Card Survey. The Report Card Survey is Civil Service Commission’s own evaluation of

the performance of various Local Government Units in accordance with RA 11032.

90%-100% Excellent
80%-89% Good
70%-79% Acceptable
69% and below Failed

Barangay San Pedro scored 78.57% on the checklist, which means that in terms of their

compliance with the essential requirements of RA 11032, their performance is “acceptable”. They

were substantially able to comply with 4 out of the 5 criteria but failed to provide mechanisms

which can aid in the information campaign regarding RA 11032.

Table 2B: How RA 11032 is implemented in Barangay San Pedro as Perceived by its
Employees/Front Liners
RESPONSES FREQUENCY
Prioritizing the needs of clients rather than my 1
own
Serving the clients without hesitation and 1
delay
Not accepting gifts 1
Not entertaining fixers 1
Non-falsification of documents and not 1
committing illegal works
“By strictly following ARTA” 3
No answer/No idea 2
Total 10
 Using the questionnaire as a tool, the researchers made the respondents answer in a

narrative format so that the respondents could extensively discuss the ways on how they are

implementing RA 11032 in their work.

The table above summarizes the responses of the respondent-front liners on the query on

how they are implementing RA 11032 in the operations of their Barangay. 5/10 or 50% were able

to specifically enumerate and discuss the compliance they do. 3/10 or 30% of the respondents

answered “By strictly following A RA 11032” but were not able to specifically enumerate the

way/s on how they are implementing it. 2/10 or 20% of them answered that they do not have any

idea of how the barangay is implementing RA 11032.

Table 2C: How RA 11032 is Implemented in Barangay San Pedro as Perceived by its
Citizens/Clients
Number of
Respondents Number of
Number Of who Perceived Respondents
Respondents any Difference/s who Answered
Who Were Not Between the that they
NATURE OF
Frequency Transacting Services Received
TRANSACTION
With The Provided by the Quality Service
Barangay For Barangay from from their
The First Time their Prior Current
Transaction to Transaction
their Current
Community Tax 2 2 1 2
Certificate
Bgy. 4 1 1 4
Certification/Clearance
Communication Letter 1 1 1 1
Problem Consultation 2 2 1 1
Multiple transactions 1 1 0 1
Total 10 7 4 9

Table 2C above discusses how RA 11032 is implemented in Barangay San Pedro as

perceived by its clients. We can notice that a majority of the transactions of the barangay is

concerned with issuing barangay certifications, community tax certificates (cedula) and problem
consultation since 4/10 or 40%, 2/10 or 20% and 2/10 or 20% of the respondents account to each,

respectively. 7/10 or 70% of the respondents were not transacting with the barangay for the first

time and out of these 7 respondents, 4 of them or 57% perceived differences between the current

services provided to them and the previous one. ¾ or 75% of them were not able to receive their

requested transaction immediately as a result of a half-day holiday and ¼ or 25% noticed that the

transaction was faster now as compared to before. When asked whether they received quality

service on their current transaction, 9 of 10 or 90% of the respondents answered that they received

quality and fair service and 1/10 or 10% responded that he did not.

Figure 1: Number of Frontliners who Considers RA 11032

Effective in Easing their Workload and Preventing Graft and
Corruption
12

10

0
Yes No

Table 3.A: Effect of RA 11032 to the Services Provided by Barangay San Pedro as Perceived
by its Employees / Front Liners
RESPONSES FREQUENCY
Client becomes happy and satisfied with the 4
services provided to them
Job satisfaction 2
Harmony is enjoyed within the organization 1
Services and projects are implemented better 2
 Corruption is prevented 1
TOTAL 10

Based on Figure 1, 10/10 or 100% of the respondent front liners answered that they

consider RA 11032 effective in easing their workload and preventing graft and corruption in their

workplace.

When asked about the positive effects of RA 11032 in their work, 4/10 or 40% of the

respondents answered that their clients become happy and satisfied with the services provided to

them and 2/10 or 20% responded that they are satisfied with their job.
 Chapter 4

DISCUSSION

References:

http://www.csc.gov.ph/2014-02-21-08-16-56/2014-02-21-08-17-48/2014-02-28-06-38-42.html

https://businesstips.ph/the-anti-red-tape-law-in-the-philippines-what-you-should-know/

https://www.centreforpublicimpact.org/case-study/anti-red-tape-act-philippines/

http://arta.gov.ph/pages/irr/

http://contactcenterngbayan.gov.ph/68-csc-releases-2017-anti-red-tape-survey-results-sees-

improvement-in-arta-s-10-year-implementation