ACCESS TO FRONTLINE SERVICES IN THE MUNICIPALITIES

OF THE FIRST DISTRICT OF LA UNION

JOHN HARVEY L. MAGPILI

GUERLYN L. DAILO
JANREY F. FLORES
FAYE M. MOSUELA
JOJO O. NAPOLES
AIHRISSE LYN G. NAVAT

DON MARIANO MARCOS MEMORIAL STATE UNIVERSITY

MID-LA UNION CAMPUS
COLLEGE OF ARTS AND MANAGEMENT
CITY OF SAN FERNANDO, LA UNION

BACHELOR IN PUBLIC ADMINISTRATION

MAY 2017
 APPROVAL SHEET

This thesis entitled “Access to Frontline Services in the Municipalities of the

First District of La Union” conducted by John Harvey L. Magpili, Guerlyn L. Dailo,

Janrey F. Flores, Faye M. Mosuela, Jojo O. Napoles and Aihrisse Lyn G. Navat in

partial fulfilment of the requirements for the degree Bachelor in Public Administration

has been examined and passed on April 6, 2017 by the Thesis Committee composed of:

ESTRELLA N. PEREZ EdD ALLAN HIL B. PAJIMOLA, MPA

Chair Adviser

KENETH G. BAYANI, MBA TIFFANY RUTH R. QUINITIP, MPA

Member Member

MARK ANTHONY C. OCHOA, MATE-Math

Member

Accepted and approved in partial fulfilment of the requirements for the degree
Bachelor in Public Administration.

TIFFANY RUTH R. QUINITIP, MPA ESTRELLA N. PEREZ, EdD

Department Chair Dean

Date Signed Date Signed

ii
 ACKNOWLEDGMENTS

Immeasurable appreciation and deepest gratitude for the help and support are

extended to the following persons who in one way or another have contributed in making

this study possible.

To Almighty God, for the wisdom bestowed upon the researchers, the strength,

peace of mind, and good health in order to finish this research.

To Prof. Allan Hil B. Pajimola, their Thesis Adviser, for his unending support,

piece of advice, guidance, valuable comments, and for sharing his knowledge and

expertise in this study.

To the Thesis Committee composed of Dr. Estrella N. Perez, Prof. Keneth G.

Bayani, Prof. Tiffany Ruth Quinitip, and Prof. Mark Anthony C. Ochoa, for their

words of wisdom, encouragement and creative and comprehensive advice. Without their

assistance and dedicated involvement, this paper would not be possible.

To the Mayors of the First District of La Union, for providing as unfailing

support and supervision throughout the process of researching and writing this paper and

of course in order to accomplish the acquired procedures for the research.

To the researchers’ family and friends, in giving an unconditional love and moral

support, remarkable encouragements, and for the laughter in times of worries.

JHLM
GLD
JFF
FMM
JON
ALGN

iii
 TABLE OF CONTENTS

Page
No.
TITLE PAGE……………………………………….. i

……………………………
APPROVAL ii

SHEET……………………………………………………………..
ACKNOWLEDGMENTS……………………………………………………….. iii
LIST OF vi

TABLES………………………………………………………………..
LIST OF FIGURES……………………………………………………………… viii
ABSTRACT…………………………………………………………………....... ix
CHAPTER
1 INTRODUCTION
Situation Analysis………………………………………...…………... 1
Framework of the 6

Study……………………………………………….
Statement of the 11

Problem……………………………………………...
Definition of 11

Terms……………………………………………………
2 METHODOLOGY 13
Research Design……………………………………………………… 13
Sources of 14

Data………………………………………………………..

iv
 Instrumentation and Data 15

Collection………………………………….
Analysis of Data……………………………………………………… 15
3 RESULTS AND DISCUSSION

Compliance of the Municipalities in the First District of La Union to

the Provisions of the Anti-Red Tape Act on Accessing Frontline
Services………………………………………………………………. 17
Difficulties Encountered in Complying with Accessing Frontline
Services………………………………………………………………. 39
4 SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
Summary……………………………………………………………… 63
Conclusions…………………………………………………………... 64
Recommendations……………………………………………………. 64
LITERATURE CITED…………………………………………………………... 66
APPENDICES
A Frontline Officers per 69

Municipalities……………………………………..
B Legal Basis: Section 8 of RA 83

9845……………………………………….
C Questionnaire for Frontline 85

Officers……………………………………...
D Questionnaire for Clients………………………………………………… 88
E Request Letter to the Municipal 92

Mayors………………………………….
F Sample Forms being Given by Frontline 108

Officers………………………..
G Certificate of Appearance………………………………………………... 158

v
 H Compliance to Section 8 (ARTA) per Municipality…………………….. 162
I Difficulties Encountered per 166

Municipality………………………………..
J Photo Evidences on Establishment of Public Assistance 176

Desk…………...
K Photo Evidences on No Noon Break Policy 180

Signage……………………...
L Inventory of Frontline Officers………………………………………….. 184
M Inventory for Documentary Analysis……………………………………. 187
CURRICULUM 193

VITAE………………………………………………………….

LIST OF TABLES

Table Title Page

No. No.

1 Distribution of Respondents…………………………………………… 14
2 Compliance in terms of Acceptance of Applications and 18

Requests…….
3 Compliance in terms of Action of 26

Office………………………………..
4 Compliance in terms of Denial of 29

Request……………………………...
5 Compliance in terms of Limitation of 31

Signatories………………………

vi
6 Compliance in terms of Adoption of Working 33

Schedules……………….
7 Compliance in terms of Identification 36

Card…………………………….
8 Compliance in terms of Establishment of Public/Complaints 37

Desk…….
9 Summary Table of Compliance of the 38

Municipalities………………….
10 Difficulties Encountered by the Frontline Officers in terms
of Acceptance of Applications and

Request……………………………. 40
11 Difficulties Encountered by the Frontline Officers in terms
of Action of office……………………………………………………... 44
12 Difficulties Encountered by the Frontline Officers in terms
of Denial of Request…………………………………………………… 45
13 Difficulties Encountered by the Frontline Officers in terms
of Limitation of Signatories…………………………………………… 48
14 Difficulties Encountered by the Frontline Officers in terms
of Adoption of Working Schedules……………………………………. 49
15 Difficulties Encountered by the Frontline Officers in terms
of Identification Card.............................................................................. 51
16 Difficulties Encountered by the Frontline Officers in terms 53
of Public/Complaints Desk......................................................................
17 Summary of the Highest Difficulties Encountered in Accessing
Frontline Services……………………………………………………… 54
18 Recommendation as Input to the Strategic Planning to the
Enhancement of Compliance on Accessing Frontline Services.............. 56

vii
 LIST OF FIGURES

Figure Title Page

No. No.

1 Research Paradigm…………………………………………………….. 10

viii
 ABSTRACT

MAGPILI, JOHN HARVEY L. et al. 2017. Access to Frontline Services in the

Municipalities of the First District of La Union. Bachelor in Public Administration.
Don Mariano Marcos Memorial State University, Mid La Union Campus, College of Arts
and Management, City of San Fernando, La Union.

ix
Adviser: Allan Hil B. Pajimola, MPA

Republic Act No. 9485 or Anti-Red Tape Act of 2007 aims to reduce red tape and
expedite transactions in delivering public services in the government as a means to solve
the pervasive and long standing problem of corruption in the Philippines. This study
determined the extent of compliance and the difficulties encountered by the eight
Municipalities of the First District of La Union to the RA 9485 provision of Accessing
Frontline Services (Section 8). This descriptive research utilized questionnaire as the
main data gathering tool, with 162 frontline officers and 240 clients from the eight
municipalities and data were analyzed through weighted mean, frequency count and
percentage. Results revealed that municipalities are extremely compliant to the provision
of Section 8. The main difficulty encountered by the frontline officers is lack of
documents brought by the clients while the primary difficulty encountered by the clients
is the slow processing of denial of request.

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Keywords: Accessing Frontline Services, Anti-Red Tape Act of 2007 (RA 9485),
Compliance, First District of La Union, Municipalities