Quality Form: Dr. Cesar A. Villariba Research and Knowledge Management Institute

Document Code: DCAVRKMI-F-URPF
MANUEL S. ENVERGA UNIVERSITY FOUNDATION

Lucena City Document Title: Undergraduate Research Proposal Form
An Autonomous University Page No.: Page 1 of 47
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DR. CESAR A. VILLARIBA RESEARCH AND Effectivity Date: August 2017
KNOWLEDGE MANAGEMENT INSTITUTE Prepared by: DCAVRKMI
Reviewed by: QMR
QUALITY FORM Approved by: President
EVALUATION OF LAND RECORDS MANAGEMENT IN DENR QUEZON
An Undergraduate Thesis
Presented to the Faculty of the College of Arts and Sciences
Manuel S. Enverga University FoundationLucena City
In Partial Fulfillment of the Requirements
for the Degree Bachelor of Science in Public Administration
by
John Michael D. Faller
December 2019
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Approval Sheet
This thesis hereto entitled:
EVALUATION OF LAND RECORDS MANAGEMENT IN DENR QUEZON
prepared and submitted by JOHN MICHAEL D. FALLER in partial fulfillment of the
requirements for the degree Bachelor of Science in Public Administration has been
examined and recommended for acceptance and approval for oral examination.
CLAUDIA ODETTE J. AYALA, PhD
Adviser
Approved by the Committee on Oral Examination with a grade of _______________ on
____________________________.
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MILAGROSA A. LAWAS
Director, Community Relations Department
Panelist
BEVERLIE H. GARCIA, MBA
Director, Institutional Marketing and Promotions
Panelist
Accepted and approved in partial fulfillment of the requirements for the degree Bachelor
of Science in Public Administration.
CLAUDIA ODETTE J. AYALA, PhD
Dean, College of Arts and Sciences
I. Research Title : EVALUATION OF LAND RECORDS

MANAGEMENT OF DENR QUEZON
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II. Name of Researcher : John Michael D. Faller

Degree : Bachelor of Science in Public Administration
Researcher’s Contact Details: 0905-3867-139
Name of Research Adviser : Claudia Odette J. Ayala, PhD
III. Research Proposal
1. Abstract
The study aims on evaluating the land records management of Department of
Environment and Natural Resources (DENR) in terms of fast-tracking the processing of
land titling application and evaluating the land records. The results of this study will lead
to recommendations that would help to improve the processing of land titling of all
applicants and increase productivity, efficiency and effectiveness of DENR employees.
The research instrument that will be used in this study is a survey questionnaire
that is adapted from the Development Academy of the Philippines (2012). The
questionnaire will specifically ask the clients as regards process, personnel, equipment,
overall satisfaction, problems encountered and suggestions for improvement of the
process and the DENR services in general. The researcher will conduct field work in
eachDENR offices within Quezon to interview and conduct survey among the
respondents. Other respondents will also be those who are personally checking and
following up on the status of their applications in PENRO.

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This study will also conduct a survey among the employees of DENR who are
involved in the processing of the application for free patent and land records
safekeeping.They will be asked as to how effective their records management system is
based on their observation. A self-made questionnaire of the researcher will be used
and this questionnaire is based from the four ways of measuring the effectiveness of
records management as discussed by Infolinx (2017).
2. Background
2.1 Rationale of the Research
The Department of Environment and Natural Resources had its beginnings in the
old Department of Agriculture and Natural Resources. The creation of DENR under
Executive Order No. 131 on January 30, 1987 and the issuance of Executive Order 192
on June 10, 1987 better known as the Reorganization Act of the Department of
Environment and Natural Resources brought a radical shift in the Departments structure
and functions.
The DENR is composed of seven (7) office bureaus, namely: Biodiversity
Management Bureau, Ecosystems Research and Development Bureau, Environmental
Management Bureau, Forestry Management Bureau, Land Management Bureau, Mines
and Geo-Sciences Bureau.Each bureau is headed by their Director and assisted by an
Assistant Director. These bureaus have different powers and functions based on
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Executive Order No. 192 series of 1987. To summarize the bureaus general functions
they are to (1) recommend, formulate and develop, plans, programs, operating
standards and administrative measures to promote the Bureau’s objectives and
functions, (2)advise the regional offices in the implementation of the above policies
and/or programs, (3) advise and assist the Secretary in the effectivity of DENR
programs and projects and (4) to perform other functions as may be assigned by the
Secretary and/or provided by law, and
On May 17, 2002, recognizing the need to accelerate the sectoral and economic
development through improved delivery of services in the provinces and cities of Region
IV, Executive Order 103 was approved, creating Region IV-A and Region IV-B, while
Aurora province was transferred under the territorial and administrative jurisdiction of
Region III. Region IV-A comprising the provinces of Cavite, Laguna, Batangas, Rizaland
Quezon with ten (10) cities was named as CALABARZON while the Region IV-B
composed of the island provinces of Mindoro Occidental and Oriental, Marinduque,
Romblon and Palawan provinces with two (2) cities was dubbed the MIMAROPA
Region.
The DENR PENRO Quezon is located at Brgy. IbabangIyam, Lucena City
headed by the PENR Officer. It is divided into two (2) divisions, the Technical Services
Division (TSD) and Management Service Division (MSD). The Technical Services
Division (TSD) headed by Chief, TSDis composed of employees that are technically
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involved with the DENR projects and programs implementation. It is divided into three
(3) sections: Conservation and Development Section (CDS), Regulation and Permitting
Section (RPS) and Enforcement and Monitoring Section (EMS). On the other hand, the
Management Services Division (MSD) headed by Chief, MSD is composed of
employees that are related with the planning, administrative, and financial functions of
the office. It is divided into three (3) sections: Planning Section, Administrative Section
and Finance Section. As of this writing there are thirty-nine (39)plantilla personnel in
DENR-PENRO Quezon. Nineteen (19) personnel of it are assigned in TSD and the
remaining twenty-one (20) personnel are in MSD. In addition, our office includes the
Environment Management Bureau – Quezon with twelve (12) personnel.
The DENR through its Provincial Environment and Natural Resources Office and
Community Environment and Natural Resources Office, provide various services to the
general public, such as (1) Application of Agricultural Free Patents, (2) Application of
Residential Free Patents, (3) Issuances of Survey Authority, (4) Issuance of Certificate
of Tree Plantation Ownership, (5) Issuance of Certificate of Verification (Tree
Cutting/Transport Permit), (6) Application of Chainsaw Registration, (7) Application of
Tree Cutting Permits, (8) Application of Certificate of Wildlife Registration (CWR), (9)
Issuance of Local Transport Permit for Wildlife, (10) Issuances of Certification, and (10)
DENR documents authentication. In addition, the EMB Quezon provide assistance on
online application of the following certificates, the Environmental Compliance Certificate

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(ECC), Certificate of Non-Coverage Certificate (CNC), and Compliance Monitoring
Report (CMR). Also they conduct regular moratorium of industries within Quezon
province that violates environmental quality standards such as the quality standards for
water, air, land, noise and radiations;
However, this study aims to evaluate the land records management system of
DENR in terms of fast-tracking theprocessing of land titling application of clients and
evaluating the land records.The DENR is the primarygovernment agency that is
concerned in accepting and processing the free patent applications in public lands in the
Philippines. According to Commonwealth Act No. 141 of 1936, also known as “Public
Land Act”.a free patent is the acquisition of public lands by means of an administrative
confirmation of imperfect title. It is intended to legalize the land rights of Filipinos who
are found to be occupying and cultivating such lands for a certain period of time.
The main two classifications of free patent are the agriculturalfreepatent and the
residential free patent. The agricultural free patent is issued to all land with the sole
purpose of agricultural use. However, the residential free patent is issued on all land
that are zoned as residential areas, including town sites as defined under the Public
Land Act, provided that none of the provisions of PD 705 or The Forestry Reform Code
of the Philippines shall be violated.
2.2 Purpose of the Research

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All free patent applications shall be filed at the Community Environment and
Natural Resources Office (CENRO) of the DENR in their respective areas. The process
of free patent application in CENRO should take a maximum of 120 days to include
compliance with required notices and other legal documents. These free patent
applications shall be forwarded to Provincial Environment and Natural Resources Office
(PENRO) which shall have five (5) days to approve or disapprove the application.
However, such does not happen most of the time and it takes a lot longer. This is
what the researcher would like to study and find out, what are the causes of the delay of
processing? Knowing where the problems lie would allow the researcher to make well-
informed recommendations and solutions so that DENR can be of better service to its
clients.
Specifically, this study will try to find the answers to the following questions:
1. What areproblems and issues in the process of filing free patent at DENR as
perceived by the DENR clients who are filing for free patents?
2. What is the profile of theclientapplying for free patent application as regards
their:
1.1. age?
1.2. gender?
1.3. marital status?
1.4. family income?

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1.5. educational background?
3. What kind of free patent application are the clients of DENRapplying for?
4. What is the level of satisfaction of the DENR clients when they apply for free
patent application?
5. What areproblems and issues in the process of filing free patent at DENR as
perceived by the DENR employees who are processing the application
documents?
6. How can DENR improve its process management on facilitating free patent
applications based on the observation of the DENR employees who are involved
in the process?
2.3 Theoretical Framework
This study is anchored on the two theories of record management. The first
theory is Respect – des – fonds, which means respect of the record creator. This first
theory is about knowing that the office origin when the record is created and knowing
the original order and organization on how the record was created and stored.
(Chiwanza&Mutongi, 2016)
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The second theory is the record life cycle. Its basic concept is that there are
three phases of record progress which are: (1) a record is created; (2) the record is
used and maintained; and (3) the record is disposition, either destroying it or by
transferring it to national archives as record of enduring value. (Chiwanza&Mutongi,
2016).
At the PENRO office, the creation of the Certificate of Original Title of land that is
to be registered for the first time has its purpose of making that record a record of
enduring value, that which will be honored forever. Such is the value of DENR, PENRO
and CENRO in performing its mandate to the Filipino people of promoting transparency
on the manner of transacting to the public by simplifying the frontline service
procedures, formulating standards for each transaction and making all these known to
customers (DENR, 2019).
In addition, this research is also anchored the modern theory of public
administration theory which has its orientation on results that focuses on clients and
outcomes. This theory according to Katsamunska (2010) as cited inLamidi (2015) is
about “management by objectives and performance management, the use of market
and market type mechanism in the place of centralized command and control style
regulation, competition and choice, an devotion with a better marching authority,
responsibility and accountability”. Understanding the issues and problems that are
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present in the process of registering a land for the first time at DENR and finding
solutions on improving the process would result to a better public service.
2.4 Literature Survey.
A record is an imprint of occasions, process, event or an outcome or throughput
as it happens and later on used as a report on history or memory and is also defined as
a recorded information that is created, received and maintained by an institution,
agency, individual or organization in pursuit of its legal obligation or business
transaction. Records do include a wide variety of classes and forms such as reports,
maps, correspondence, sound recordings and photographs. Records in general are
linked to business processes which they are related to and thus become a part of the
archival collection of a nation or institution. When selected for permanent preservation,
the record is transferred to an archival repository to which it is to be preserved in
perpetuity. Record management in an organization involves setting up standards and
policies while assigning authorization and responsibility, while designing, administering
and implementing specialized ways and means of managing records.
(Chiwanza&Mutongi, 2016)
Cox, Richard J. (2001) according his book, “Managing records as evidence and
information” the proposed International Records Management Standard (ISO15489),
standard suggests that an organization “should establish, document, maintain and

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promulgate policies, procedures and practices for records management to ensure that
its business need for evidence, accountability and information about its activities is met.”
The standard also states that “Organizations should define and document a corporate
policy for records management. The objective of the policies should be the creation and
maintenance of authentic and reliable records capable of supporting business functions
and activities, for as long as they are required. Organizations should ensure that the
policies are implemented and maintained at all levels in the organization.”
Buckland (1994) argued that record management theory is not simply a trivial
record management system specially when it involves information retrieval, records life
cycle and information policy. Information retrieval include different function such as
physically fetching a copy of a document, locating where the document is housed and
identifying which document fit some description. When it comes to the life cycle of the
document, its efficient and effective performance of its record management service
would have its full life cycle which is design and management of record, workflow and
human factors, retention schedule and its appraisal for archival retention, information
technology and protection of vital records. Information policy on the other hand involves
who and what determines who should and who should not access the records which
involves legal and ethical concerns on privacy legislation and trade secrets among
others. (Buckland,1994).
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Franks, Patricia C. (2013) she stated to her book “Records & Information
Management” that information is a valuable business asset that can help an
organization achieve its goals by supporting business activity; examples include data
sets and technical manuals. Information though, is not an evidence of an activity and is
not a record unless it possess these additional characteristics: (1) Authenticity: an
authentic record can be proven to be what it purports to be, created or sent by the
person purported to have created or sent it, and created or sent at the time purported
(2) Reliability: a reliable record can be trusted a full and accurate representation of the
transactions, activities or facts to which it attests (3) Integrity: a complete and unaltered
record is said to possess integrity and (4) Usability: a usable record can be located,
retrieved, presented and interpreted. Records provide evidence of work activity and help
the organization conduct its business in an efficient and accountable manner.
ISO 15489-1:2001 (E) states that a well- managed and maintained record
management system results as an information source about certain business activities
and decisions while it ensures accountability to both future and present stakeholders.
Proper and correct recording of information enables organizations and institutions to do
the following: (1) conduct business in an orderly, accountable and efficient manner; (2)
provide continuity in the event of disaster ; (3) provide evidence of business, personal
and cultural activity; (4)support document policy formulation and managerial decision
making; (5) allow fast, reliable and accurate access to relevant information that is
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properly contextualized; and (6) ensure that redundant records can be destroyed
routinely and according to a structured audible process if they are not needed anymore
Records management involves several factors such as its primary function,
design focus and strengths or value. The primary function of record management is to
maintain documents, files and / or objects as records. It is also the management of the
records’ location and dispositions. When it comes to design focus, record management
involves the “envelopes” where the documents are for the preservation of its
information. The strengths or value of the record involves the act of preserving the
record for its integrity, capturing its chain of custody and ensuring that appropriate
retention or destruction activities are carried out according to the purpose of the
document.(Simons, 2020).
According to Sam Agere, Victoria Lemieux & Peter Mazikana (1999)they cited
that to the extent that records that are available and retrievable, recorded
informationplays an important role in the re-organization of the administration.
Documentary evidence in developing countries shows that were information has been
recorded; the policy decisions have been made in time to meet the changing social
environment as well as the global challenges. Information is therefore a source a source
of power in influencing decisions and events in reforming public service as a whole. In
instances where records and information have not been available and retrievable, it has
been difficult to make policy decisions. Even if policy decisions were made, the quality
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was poor and often had negative consequences, not only for the government but also
for consumers, stakeholders and the donor community. They also mentioned that many
countries have initiated reforms of the public service so that it can perform better and
improve the delivery of services to the people. The reforms have demonstrated the
need for accurate information and records so that details of those areas requiring
change are known.
Saffady (2011) he stated thatrecords management is a specialized discipline that
is concerned with the systematic analysisand control of information created, received,
maintained or used by an organization pursuant to its mission, operations, and
activities. By definition, records management is concerned with information that is
recorded or written down as opposed to merely memorized or exchanged verbally. He
also stated that records management is a problem solving discipline.
The Ohio State University Libraries (2020) enumerates the six (6) elements of
effective records management as follows: records inventory and classification; retention
scheduling, records storage and conversion; vital records program; disaster prevention
and record planning; and disposition. The university also states that for effective
records management program is that which is enveloped in a well-articulated set of
Policies and procedures which are reviewed and updated on a regular basis.
According to Infolinx (2017), there are four ways to measure the effectiveness of
a record management system and they is by asking the following four questions: (1) Are
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your records managed according to your retention schedule policy; (2) Are your records
easy to locate and retrieve?; (3) Is there a permanent audit trail of record activity?; and
(4) How committed is your leadership to records and information management? These
questions are vital in determining whether or not an organization is effectively managing
its records system.
In terms of the processing of titling lands for the first time through office of the
Department of Environment and Natural Resources, a DENR Administrative Order No.
2019-08 on the “Acceptance of Public Land Titling Applications at the Barangay Level”
on July 12, 2019. This is part of the effort of the department to streamline and fast track
the disposition of public alienable and disposable lands through free and homestead
patents. This approach is to be adopted by all Local Government Units (LGUs).
Prior to this Administrative Order, it was in 2016 when the DENR established the
Land Administration and Management System (LAMS), a system that was specifically
designed to allow for quick and easy processing, tracking and retrieval of land
information in the country. Its goal was to cut down to 5 days the approval of land
surveys which used to take 6 months to 1 year to complete. (Rappler, 2016)
2.5 Significance of the Research
This study intends to evaluate the process of land titling and maintenance of land
records that is being administered at DENR-PENRO Quezon and in its four (4) DENR-
CENROs. It has been observed that such has been very tedious and very time
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consuming which has negative connotation among clients. The DENR as a public entity
should provide effective and efficient services to its clients. The activities at DENR and
the services it provides to its clients is contributes to the kind of public administration in
the country. The DENR has already implemented a number of strategies to improve the
process. However, the researcher would like to know if these changes have any effects
on the clients. Once these effects and perceptions of the clients have been established
through this research, the results of this study will be significant and beneficial to
several sectors. These sectors that will benefit from this study would include the
following:
DENR clients
The results of this study will allow the researcher to give recommendations that
would improve the process of land titling and data management system of DENR
through its PENRO and CENRO. Such will be beneficial to all the clients since they are
the ones who would then experience a more efficient and effective way of receiving the
services they need from the DENR.
DENR office and personnel
With the recommendations that will be made by the researcher, the DENR
personnel and staff would be able to improve its recording and management system of
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data and information which will allow them to become more effective and efficient in the
conduct of their day-to-day work activities in their offices.
General Public
The general public would benefit from this research effort. The DENR would be
able to provide a service that is effective and efficient to those who need them.
Other government offices and agencies
In terms of data sharing, the DENR would have a better system of managing
information that concern its office which can lead to the office to have an improved data
sharing strategies with other government agencies like the LGUs and the Registry of
Deeds to name a few.
Other Researchers
Other researches can benefit from this study if they choose to have their own
research that is related to record management and titling processes of land. This study
can be very good reference for them.
1.6 Definition of Terms
The terms listed below are those are used in the activities involved in land titling
and they have been operationally defined in this research as follows:

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Accomplished application - a proper application form completely and duly filled
in with the requisite information and that which does not require any additional inputs
other than those already provided in the form, together with all other requirements.
Actual occupant - any person who, either by herself or himself or through her or
his predecessor-in-interest, is occupying, living in, inhabiting or staying in a structure,
the primary purpose of which is to serve as the residence of such person, situated on
the parcel of residential land and subject of the free patent application.
Actual residence - utilization of and presence in a residential structure on the
parcel subject of the application with the intention to reside, coupled with conduct
indicative of such intention, either continuous or interrupted or intermittent, as long as
the applicant possesses such structure and the parcel on which it stands in the concept
of an owner.
Agricultural Free Patent – it is a mode of acquiring thru the confirmation of an
imperfect title of an actual occupant, a parcel of land of the public domain suitable for
and actually devoted to agricultural purposes.
Alienable and Disposable lands - lands of the public domain classified as
agricultural that may be acquired through grant or confirmation of title.
Approved Plan – it is an actual survey conducted by a licensed geodetic
engineer.
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Bona fide claim of acquisition of ownership - claim for the parcel subject of
the application that is legally adequate as proof of possession and as acceptable to the
community to separate that particular parcel as being owned by the applicant to the
exclusion of others. It means that the applicant holds the property by virtue of or through
any of the modes of acquisition recognized by the Civil Code. It also refers to a state of
mind which is manifested by the acts of the applicant, done with honest intention to
abstain from taking an unconscionable or unscrupulous advantage of another. It is the
opposite of fraud and its absence should be established by convincing evidence.
CENRO - the Community Environment and Natural Resources Office of the
Department of Environment and Natural Resources (DENR) is responsible for the
implementation of DENR policies, programs, project and activities and the enforcement
of ENR laws and regulations in the community level.
Claimant –any person or entity who claims or has established legal right of
possession or occupation over a particular parcel of land.
Conservation – refers to the physical care and maintenance of archival
materials, including cleaning, storage and repair.
Continuous possession and occupation - used either by the applicant herself
or himself, or through her or his predecessor-in-interest, of the parcel subject of the
application in the concept of an owner.

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Disinterested person - any person who has no claim over the parcel of land
subject of the free patent application and who does not stand to benefit from titling and
registration or any other transaction over such parcel of land.
DENR – isthe primary government agency responsible for the conservation,
management, protection, proper use and sustainable development of the country's
environment and natural resources.
File Containers – refer to steel filing cabinets, open wooden shelves, vaults,
corrugated boxes, file jackets and the like used to keep the records of the agency.
Filipino Citizen - as enumerated in Article IV Section I of the 1987 Constitution,
the following are citizens of the Philippines: 1) Those who are citizens of the Philippines
at the time of the adoption of the 1987 Constitution; 2) Those whose fathers or mothers
are citizens of the Philippines; 3) Those born before January 17, 1973, of Filipino
mothers, who elect Philippine citizenship upon reaching he age of majority; and 4)
Those who are naturalized in accordance with law. In addition, a person with dual
citizenship as provided for in Republic Act No. 9225 and its implementing rules and
regulations shall be considered a Filipino citizen.
Land – it is the solid portion of the Earth’s surface.
Obsolete Record – any record that had no value or no longer needed for any
purpose.
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Patent – it is an official document confirming absolute ownership of an applicant
to a parcel of land.
PENRO - the Provincial Environment and Natural Resources Office of the
Department of Environment and Natural Resources (DENR) is responsible for the
implementation of DENR policies, programs, project and activities and the enforcement
of ENR laws and regulations in the community level.
Predecessor-in-interest - a person who, before having lawfully transferred the
parcel subject of the application to the applicant, has held and possessed the same in
her or his own right and under a color of title acquired through any of the modes of
acquisition recognized by the Civil Code. She or he has formerly occupied this parcel of
land in the concept of an owner under a bona fide claim of ownership, but relinquishes
her or his right over the same in favor of the applicant.
Preservation – refers to all actions taken to retard deterioration of or prevent
damage to, cultural materials and controlling the environment and conditions of use and
may include treatment to maintain materials as nearly as possible in an unchanging
state.
Public Land Act – an Act to amend and compile the laws relative to lands of the
public domain.
Public Records – refer to record or classes of records, in any form, in whole or
in part, created or received, whether before or after the effectivity of RA 9470 by a

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government agency in the conduct of its affairs and have been retained by that
government agency or its successors as evidence or because of the information
contained therein filing sequence and the selection of the most efficient type of filing
equipment
Record –refer to information, whether in its original form or otherwise, including
documents, signatures, seals, texts, images, sounds, speeches, or data compiled,
recorded or stored, as the case may be in written form or any material; or on film,
negative, tape or other medium so as to be capable of being reproduced; or by means
of any recording device or process, computer or electronic device or process.
Records Center / Storage Area – refers to an immediate repository in which
non-current records of various government offices are stored until they can be
destroyed or transferred to the National Archives of the Philippines.
Records Custodian – refers to any agency employee with responsibilities over a
particular set of records. A records custodian must keep the Records Officer informed of
any issues regarding the records in their custody.
Records Management – refers to the managerial activities involved with respect
to the records creation, records maintenance and use, transmission, retention and
records disposition in order to achieved adequate and proper documentation of policies
and transactions of government for its efficient, effective and economical operation.
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Records Office – refers to an organizational unit responsible for planning,
developing, prescribing, disseminating and enforcing policies, rules and regulations and
coordinating agency-wide records management program.
Records Officer – refers to the employee responsible for overseeing the records
management program and providing guidance on adequate and proper recordkeeping.
Residential Free Patent –it is a mode of acquiring thru the confirmation of an
imperfect title of an actual occupant, a parcel of land of the public domain zoned as
residential areas, including town sites as defined under the Public Land Act, provided
that none of the provisions of PD 705 or The Forestry Reform Code of the Philippines
shall be violated.
Residential lands - all lands that have been identified and zoned as residential
through the appropriate ordinance by the Local Government Unit (LGU) having
jurisdiction over the area.
Technical Description – it is a data appearing in the approved plan.
2.7Scope and Limitation of the Study
This study will focus on the satisfaction level of the clients of DENR whomfiled an
application for issuance of free patent for their land property. The target respondents for
this study are 50 respondents who filed an application within the area of jurisdiction of
DENR Quezon. A survey questionnaire about how they perceive the quality of service
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they receive from DENR through its PENRO and CENRO. This study will make use of a
self-made questionnaire based on a sample customer service satisfaction questionnaire
of the Development Academy of the Philippines that pertain to their clients’ level of
satisfaction on their services. Since DENR is providing a service to its clients, the
researcher will adopt some elements or ideas from the customer satisfaction survey of
another service provider. The responses of these clients to the service satisfaction
survey will be the basis on determining the effectiveness of the records management
system of DENR.
This study will also conduct a survey among the employees of DENR who are
involved in the processing of the application for free patent and land records
safekeeping.They will be asked as to how effective their records management system is
based on their observation. A self-made questionnaire of the researcher will be used
and this questionnaire is based from the four ways of measuring the effectiveness of
records management as discussed by Infolinx (2017).
2.8Statement of Desired Outcome
The results of this study will lead to improvementof the processing of land titling
of DENR and proper safekeeping of land records.Getting the perceptions and inputs of
the DENR clientswill be helpful in improving the system of land titling. Likewise, DENR
employees involved in land records will be more efficient in management of records. It

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will result for potential of making work easy and will increase productivity, efficiency and
effectiveness in land records safekeeping.
3. Description of Method Approach
3.1 Research Design / Research Instrument/ Data Gathering Procedure
Research Design
This study will use the descriptive design where the perceptions and opinions of
the clients of DENR will be measured and described in a way that will show a picture of
the quality of service they receive from the office. The respondents’ answers to the
survey questionnaire will describe what they think are good and bad about the system
that DENR use in order to provide them with the service of getting their Original
Certificate of Title (O.C.T.).
The perceptions of the employees of DENR’s effectiveness in managing its
record system management will also be measured and described. Their answers will
give a picture of how the office is managing its records for the benefits of its clients.
The respondents’ answers will be collected, tabulated and interpreted using
statistical treatments to ensure the accuracy and validity of the results of this study.
Research Instrument
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The research instruments that will be used in this study are the researcher’s self-
made survey questionnaires. The questionnaire for the clients of DENR is inspired by
the customer service satisfaction survey of the Development Academy of the Philippines
(2012). The questionnaire for the employees of the DENR on the other hand is inspired
by the four ways of measuring the effectiveness of records management systems as
discussed by Infolinx (2017). The first questionnaire will specifically ask the
respondents of this study about their perception and beliefs on the kind or quality of
service that they receive from DENR when they begin to process their free patent
application. The questionnaire will specifically ask them as regards process, personnel,
equipment, overall satisfaction, problems encountered and suggestions for
improvement of the process and the service in general. The second questionnaire for
the employees of the DENR will cover managing records according to retention
schedule policy, ease of locating and retrieving records, audit trail of record activity and
commitment level of the office head in effective information management.
Data Gathering Procedure
For the clients’ service satisfaction, the data will be gathered at the office of
DENR-PENRO, Brgy. IbabangIyam, Lucena City and at its four (4) offices of DENR-
CENRO located at Tayabas, Calauag, Catanauan and Real, all in Quezon Province.The
researcher will conduct field work to each DENR-CENRO to interview the respondents
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who havecompleted free patent application process. Likewise, the researcher can
survey respondents in PENRO that is inquiring about the status of their application.
For the effectiveness of records management of DENR, the employees of the
DENR who are involved in processing of free patent application and land records
safekeeping will be asked to answer the second questionnaire.
3.2 Respondents
The respondents of this study are those who havefinished the process of
theirapplication for free patent in the DENR-CENRO within Quezon Province.They can
either be those applying for agricultural free patent or residential free patent.The
researcher will explain to them as respondents the purpose of the research which is to
get their evaluation as regards the quality of service that DENR is providing to them,
specifically on the process of their free patent application. The researcher will explain to
them that their answers will be used for a research that would allow the researcher to
make recommendations to DENR as how to improve its services to clients like them.
Employees of DENR will be asked to answer the second questionnaire which is
about their perception as to how effective is DENR’s records management system.
III.3Sampling Design and Procedures

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This study will use the simple random sampling in surveying 50 clients of the
DENR.They will be approached by the researcher and will be asked to honestly provide
their answers to the questions in the survey form and it will be explained to them that
their identity will remain confidential and that their answers will be used for the sole
purpose of creating recommendations to DENR on how it can better serve its clients.
Twenty DENR employees who are involved in the processing of free patent application
and who are also involve in the record management system of DENR will answer a
second survey questionnaire. The second questionnaire pertains to the DENR
employees’ perception as to the effectiveness of DENR’s record management system.
The answers to the questionnaire will then be gathered and tabulated
accordingly. After tabulation, presentation of data will be lined up and interpreted
through the help of statistical treatments. The results of the survey will then be used to
draw some conclusions and for the researcher to formulate valuable recommendations.
3.4 Research Locale
This study will be conducted at the office of DENR-PENRO, Brgy. Ibabang Iyam,
Lucena City and in its four (4) offices at DENR-CENRO located at Tayabas, Calauag,
Catanauan and Real, all in Quezon Province.The respondents will be those who
havefiled free patent application at DENR-CENRO and those respondents who are
personally checking the status of their applications at DENR-PENRO. Employees of

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DENR who are involved in the processing of free patent application and the land record
management of DENR will also be surveyed in this study.
3.5 Assumptions or Hypotheses
The researcher of this study has the following hypothesis:
H1.DENR clients are highly satisfied with the services of the DENR as regards the pre-
patent application processes.
H1. DENR is effective in handling its records management system.
3.6 Data Analysis Plan
The statistical treatment that this study will use is percentages and frequency
distributions. The formulas are as follows:
f
%= ×100
N
Where, % = percentage
f = frequency
N = total number of students
From the tabulated results of percentages and frequency distributions, the
researcher will be able to determine the level of satisfaction that clients experience at
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DENR.The same formula will be used will be used in analyzing the responses of the
DENR employee respondents for the second questionnaire that pertains to the
effectiveness of the record management system of DENR. As regards the relationship
between the profile of the respondents and their level of satisfaction with DENR
services on their application of free patent, Pearson R will be used as its statistical
treatment and its formula is as follows:
3.7 Research Paradigm

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The research paradigm of this study is the input-process-output flow of
information as illustrated below.
Input Process Output
Level of satisfaction
of the client
respondents on
DENR’s services on Data Gathering
Pre-Patent Faster and more
Application Statistical Treatment effective DENR
services on the
Data Analysis processing of free
DENR employee’s patent application
perception on the
effectiveness of
DENR’s records
management system
Figure 1. The Research Paradigm of the Study
The purpose of this study is to evaluate the record management system of the
Department of Environment and Natural Resources as regards to the quality of service

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it provides to its clients. The specific DENR clients that this study would like to get their
feedback are those who are applying for free patent registration of their lands. Two sets
of questionnaires and information are to be gathered by this study. Clients of DENR will
be surveyed as regards their level of satisfaction with the services of DENR as regards
their application for pre patent. The employees of DENR on the other hand will also be
surveyed as regards their perception as to how effective is their records management
system. The answers of the respondents will give a clear picture of how effective and
efficient are the servicesof the office of the Department of Environment and Natural
Resources and how effective and efficient are they managing their record system. The
information coming from the respondents will then be processedand analyzed. After
which, conclusions will be made and proper recommendations will be formulated with
the end goal of improving the services that DENR as government and public entiry
provides to its clients.
REFERENCES
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A lawyer’s guide to the issuance of free patentsto residential lands underrepublic act
no. 10023. (n.d.) retrieved from http://www.fef.org.ph/freedom/wp-
content/uploads/2015/01/RFP-Lawyers-Guide_July2018FINAL.pdf
Buckland, M. (1994).On the nature of records management theory.The American
Archivist: Spring 1994, 57: 2. retrieved from https://doi.org/10.17723/aarc.57.2
.y2340p4025584485
Chiwanza, K. & Mutongi, C. (2016).Managing quality through records management in
open and distance learning institutions.The International Journal of
Engineering and Science, 5:12.retrieved from
http://www.theijes.com/papers/v5-i12/K0512026370.pdf
Cox, Richard J. (2001) Managing records as evidence and informationretrieved from
https://www.questia.com/read/101032483/managing-records-as-evidence-and-
information
Department of environment and natural resources and land management bureau.
(1991). manual of land disposition.retrieved from
https://lmb.gov.ph/index.php/resources/publications/manuals
Department of environment and natural resourcesand land management bureau.
(2010). denr administrative order no. 2010-12: rules and regulations for the
issuance of free patents to residential lands under republic Act No.

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10023.retrieved from
https://lmb.gov.ph/index.php/resources/publications/manuals
Department of environment and natural resources. (2019). Denr administrative order
no. 2019-08: acceptance of public land titling applications at the barangay
level. Retrieved from https://server2.denr.gov.ph/uploads/rmdd/dao-2019-
08.pdf
Development Academy of the Philippines. (2012). Client satisfactory survey:
memorandum circular 2012-005. retrieved from https://www.dap.edu.ph/wp-
content/uploads/2014/07/MC-2012-005-Client-Satisfaction-Survey-CSS.pdf
Executive Order No. 192, s. 1987 signed on June 10, 1987 by Pres. Corazon C.
Aquino retrieved from https://www.officialgazette.gov.ph/1987/06/10/executive-
order-no-192-s-1987/
Franks, Patricia C. (2013) Records and information management Retrieved from:
https://books.google.com.ph/books?
id=CNGcAwAAQBAJ&printsec=frontcover&dq=records+and+information+man
agement&hl=en&sa=X&ved=0ahUKEwioksaIs5XnAhUqyYsBHbzdDUcQ6AEI
KTAA#v=onepage&q=records%20and%20information
%20management&f=false
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Reviewed by: QMR
Infolinx. (2017). 4Ways to measure the effectiveness of your records management
system. retrieved on Jan. 3, 2020 from https://blog.infolinx.com/4-ways-to-
measure-the-effectiveness-of-your-records-management-system
Lamidi, K.O. (2015). Theories of public administration: an anthology of essays.
internationaljournal of politics and good governance, VI:6.3. retrieved from
http://onlineresearchjournals.com/ijopagg/art/182.pdf
National archives of the philippines signed on January 20, 2009 by acting executive
director marietta r. chou retrieved from: http://nationalarchives.gov.ph/wp-
content/uploads/2015/04/NAP-Gen.-Circular-1-2-and-GRDS-2009.pdf
Ohio State University Libraries.(2020). 6 Elements of an effective record
management program.retrieved on Jan. 3, 2020 from
https://library.osu.edu/osu-records-management/program-elements
Rappler.com.(2016).Land titling process cut down to 5 days from 6
monthsretrievedmon Nov. 5, 2019 from
https://www.rappler.com/nation/146287-land-management-bureau-
computerized-information-system
Saffady, William (2011) Records and information management: fundamentals of
professional practice 3rd edition, KS: ARMA International
Sam Agere, Victoria Lemieux & Peter Mazikana (1999) Better information practices:
improving records and information management service Retrieved from

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https://books.google.com.ph/books?id=IxTlWNz9dn8C&printsec=
frontcover&dq=records+and+information+management&hl=en&sa=X&ved=0a
hUKEwioksaIs5XnAhUqyYsBHbzdDUcQ6AEIbzAJ#v=onepage&q=records
%20and%20information%20management&f=false
Simons, N. (2020). Evaluating records management solutions: 10 things you need to
know. retrieved on Jan. 3, 2020 from www.armavi.org

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Dear Valued Client,
The undersigned would like to ask for your participation in the survey where you
are to assess the quality of service that DENR is providing you as regards your free
patent application for Original Certificate of Title.
The purpose of this research is to know your perceptions regarding DENR

services so that the researcher can make proper recommendations to improve the
services you received from DENR.
Please be assured that your answers will be treated with confidentiality.
JOHN MICHAEL D. FALLER

Researcher
Part 1.Client Profile.
Name: (optional) _______________________Age: ____________
Gender: ____ Male ____ Female
Marital Status:
____ Single ____ Married
____ Separated ____ Annulled
Family Income :
____ below P5,000 ____ P15,001 to 20,000
____ P5,001 to P10,000 ____ P20,001 to P25,000
____ P10,001 to P15,000 ____ P25,001 to P30,000
____ Above P30,001
What is your highest educational attainment?

_______ High School Graduate_______ College Graduate
_______ Master’s Graduate_______ Doctorate Graduate
What kind of pre-patent / OCT are you filing / applying for at DENR?
______ Original Certificate of Title for a Residential Land
______ Original Certificate of Title for an Agricultural Land
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Part 2.Customer Satisfaction.
Based on your experience on applying for an O.C.T. please indicate your level of
satisfaction to the following by encircling the number that corresponds to your answers.
A. PROCESS Very Satisfied Neutral Dissatisfie Very

Satisfied d Dissatisfied
1. Timeliness of response to 5 4 3 2 1
client’s inquiries
2. Responsiveness to client’s 5 4 3 2 1
requests
3. Consistency in providing 5 4 3 2 1
requested information
Please suggest ways on how we can improve our processes. ___________________
______________________________________________________________________
______________________________________________________________________
B. PERSONNEL (refers to the Very Satisfied Neutral Dissatisfied Very

people you discuss your request Satisfied Dissatisfied
/ concerns)
1. Courtesy
2. Availability
3. Knowledge
4. Professionalism
5. Complaint resolution
Please suggest ways by which way our personnel can improve on attending to your
needs?
______________________________________________________________________
_____________________________________________________________________
C. FACILITIES AND Very Satisfied Neutral Dissatisfied Very

EQUIPMENT Satisfied Dissatisfied
a. Adequacy
b. User-friendliness
c. Cleanliness
Please indicate your suggestions on how we could improve our facilities
_____________________________________________________________________
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What are the usual problems and issues that you as our client experience here at
DENR?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
What are your suggestions on how we can improve our services?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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Dear DENR Employees,
The undersigned would like to ask for your participation in the survey where you
are to assess the quality of the records management system of the DENR in relation to
the free patent application of our clients.
The purpose of this research is to know your perceptions regarding DENR

records management system of DENR so that the researcher can make proper
recommendations to improve the services the department is providing to its clients.
Please be assured that your answers will be treated with confidentiality.

Researcher
Part 1.Client Profile
Name: (optional) ______________________________

Position/Job Title: (optional) ______________________
Part 2.Assessment of DENR’s Land Records Management System
Based on your experience as an employee of DENR, please answer the following

questions by checking the corresponding box:
A. Management of records according to schedule policy
YES NO
1. Are records being destroyed based on document
retention schedule of DENR?
2. Does DENR’s retention schedule management
strategy account for records that need to be place
on legal hold or are of historical significance?
3. If there are DENR records that have not been
destroyed according to their retention schedule,
do they expose the department to any regulatory
legal risk?
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B. Ease of locating and retrieving documents
YES NO
1. Are all records filed according to DENR’s file
plan?
2. Is there any redundant, outdated or trivial
information stored in your records management
system?
3. Can you retrieve records in a timely and efficient
manner?
C. Audit trail of record activity
YES NO
1. Are there records currently checked out vs. in
their home locations?
2. Are there any records that are checked out longer
than they should?
3. Are records, regardless of format, stored in a
secure location?
D. Commitment of the DENR’s leadership to records and information management
YES NO
1. Is there a defined resource at the executive level
that oversees and enforces DENR’s records
management policies?
2. Is there easy to understand guide for employees
on how to declare and classify various types of
records?
3. Does the department have electronic /
computerized system, of recording and managing
data?
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What do you think and the strengths of the records management system of DENR?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
What do you think are the weaknesses of the records management system of DENR?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
What can you suggest to improve the records management systems of DENR to be of
better service to its clients specially in processing applications for free patent?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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CURRICULUM VITAE OF THE RESEARCHER

Hope St. Rosario Village, IlayangIyam, Lucena City
aqua.rabbit3@yahoo.com
0905-3867136
PERSONAL BACKGROUND
Date of Birth : March 7, 1987

Place of Birth : Lucena City
Sex : Male
Civil Status : Single
Height : 5’6
Weight : 210 lbs.
Citizenship : Filipino
Religion : Roman Catholic
EDUCATIONAL BACKGROUND:
Elemantary : Holy Rosary Catholic School

Year Graduated : 2000
Secondary : Holy Rosary Catholic School

College : STI College, Lucena

Course : Diploma in Information Technology
Vocational : Lucena Manpower Skills Training Center

Basic Driving and Trouble Shooting
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Basic Computer Trouble Shooting

Basic Electrical Appliances Trouble Shooting
WORK EXPERIENCE:
 Administrative Aide VI
Department of Environment and Natural Resources
Provincial and Environment and Natural Resources -Quezon
Brgy.IbabangIyam, Lucena City
February 2016 to present
 Job Order
Department of Environment and Natural Resources
Provincial and Environment and Natural Resources -Quezon
Brgy.IbabangIyam, Lucena City
March 2011 to January 2016
ELIGIBILITY
 Career Service Professional Passer

May 16, 2018
 Career Service Sub-Professional Passer

September 29, 2008
SEMINARS ATTENDED
 Cascading Training Workshop on Land Administration and Management

System (LAMS) Philippines - Public land applications (Plas) of Quezon
Province
 Geographic Information System (GIS) Application Seminar

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MANUEL S. ENVERGA UNIVERSITY FOUNDATION

EVALUATION OF LAND RECORDS MANAGEMENT IN DENR QUEZON

Presented to the Faculty of the College of Arts and Sciences

Manuel S. Enverga University FoundationLucena City

In Partial Fulfillment of the Requirements

for the Degree Bachelor of Science in Public Administration

John Michael D. Faller

This thesis hereto entitled:

EVALUATION OF LAND RECORDS MANAGEMENT IN DENR QUEZON

prepared and submitted by JOHN MICHAEL D. FALLER in partial fulfillment of the

CLAUDIA ODETTE J. AYALA, PhD

Approved by the Committee on Oral Examination with a grade of _______________ on

Director, Community Relations Department

BEVERLIE H. GARCIA, MBA

Director, Institutional Marketing and Promotions

of Science in Public Administration.

CLAUDIA ODETTE J. AYALA, PhD

Dean, College of Arts and Sciences

I. Research Title : EVALUATION OF LAND RECORDS

II. Name of Researcher : John Michael D. Faller

III. Research Proposal

The study aims on evaluating the land records management of Department of

Environment and Natural Resources (DENR) in terms of fast-tracking the processing of

applicants and increase productivity, efficiency and effectiveness of DENR employees.

overall satisfaction, problems encountered and suggestions for improvement of the

following up on the status of their applications in PENRO.

safekeeping.They will be asked as to how effective their records management system is

based on their observation. A self-made questionnaire of the researcher will be used

records management as discussed by Infolinx (2017).

2.1 Rationale of the Research

The DENR is composed of seven (7) office bureaus, namely: Biodiversity

Management Bureau, Ecosystems Research and Development Bureau, Environmental

Management Bureau, Forestry Management Bureau, Land Management Bureau, Mines

and Geo-Sciences Bureau.Each bureau is headed by their Director and assisted by an

standards and administrative measures to promote the Bureau’s objectives and

Secretary and/or provided by law, and

composed of the island provinces of Mindoro Occidental and Oriental, Marinduque,

The DENR PENRO Quezon is located at Brgy. IbabangIyam, Lucena City

Management Services Division (MSD) headed by Chief, MSD is composed of

Environment Management Bureau – Quezon with twelve (12) personnel.

of Tree Plantation Ownership, (5) Issuance of Certificate of Verification (Tree

Cutting/Transport Permit), (6) Application of Chainsaw Registration, (7) Application of

DENR documents authentication. In addition, the EMB Quezon provide assistance on

online application of the following certificates, the Environmental Compliance Certificate

(ECC), Certificate of Non-Coverage Certificate (CNC), and Compliance Monitoring

water, air, land, noise and radiations;

DENR in terms of fast-tracking theprocessing of land titling application of clients and

evaluating the land records.The DENR is the primarygovernment agency that is

of the Philippines shall be violated.

2.2 Purpose of the Research

applications shall be forwarded to Provincial Environment and Natural Resources Office

2. What is the profile of theclientapplying for free patent application as regards

1.3. marital status?

1.4. family income?

1.5. educational background?

perceived by the DENR employees who are processing the application

2.3 Theoretical Framework

transferring it to national archives as record of enduring value. (Chiwanza&Mutongi,

on the manner of transacting to the public by simplifying the frontline service

customers (DENR, 2019).

In addition, this research is also anchored the modern theory of public

outcomes. This theory according to Katsamunska (2010) as cited inLamidi (2015) is