RepuUic of the Philippines

CIVIL SERVICE COMMISSION

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Afffl.RED TAPE ACT (ARTA}

REPORT CARD SURVEY
REPORT OF FINDINGS

Suruey conducted in the

LOCAL GOVERTiITENT UNIT (LGU) - JAGNA
Poblacion, Jagna, Bohol

For the survey peiod

October 19 -21,2016
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AI\rN.RED TAPE ACT, RE9ORT CARD sUf,VEY FINDINCS
ocToaER re.2l,2016

1&,
-
LGU Jagna
Poblacion, Jagna, Bohol
1Ot1912016 lo 10t21t2016
Survey Pedod

AREAS SCORE TOTAL ]{U ERICAL DESCRIPTIVE

WEIGHTED RATING RATING
a tc
POINTS
COUPLTAI{CE UYITH ARTA gz.qt t& 50.83 , 7.1 36.25 I 116.8 7t.s Pa!s
PROVTSTONS
Citizen's Chaftet 9.73 t15 18.OO I 27 11.39 I 17 .4 65..14 Failed

Anti-Fixer Campaign 5.80 l7 7.00 I 7 6.04 / 7.0 86.29 Pass

lD&ameplates 2.00 l2 3.33 / 10 2.27 I 3.6 62.96 Failed

t'lo Hktcten Costs 8.OO t8 6.40 / 6.4 100.00 Pass

PACD 3.07 l4 10.00 / 15 1.15 I 6.2 71.83 Pass

Lunch Broak 4.00 l4 12.sO I 15 5.70 I 6.2 91.94 Pass

OVERALL CUEIT
SATISFACNON
49.37 60 26.00 126 U.70 t53.2 u.o2 Pass
'
Frontline Service Provider 12.69 / 16 10.1s / 12.8 79.30 Pass
Service Quality 11.91 I 14 9.53 t11.2 85.07 Pass
Physical Seluglayout 4.0{15 '12.00 I 12 5.63 / 6.4 88.00 Pass
Basic Facililies 4.20 I 5 14.OO I 14 6.16 / 6.8 90.59 Pass
Respondenl- Crienl S at i s fa ct i o n 16.s3 / 20 r3.23 / 16 E2_67 Pass

SubT&l 8r.97 /100 76.&t /100

Iul6pl.ed by m* 8A
Toral 65.58 15.37
FINAL NUIERICAL RATING 80.94
FINAL DESCRIPTIVE RATING GOOD

Lagend:

ErcellanL 90 - 'l0O: rvithout a delinquent rating in any sub..are€ Acclptrbla; 70 - 79.99

Outst nding: 90- 100;wilh delinqlent rating in any of the 3ub-areas F.iled: 89.99 and below

cood:: 80 - 80.99

' Note that a dofrl4wnl r?nog in any d tp two clrE arpas sams arlo sonlc! otrrc? a frnal &sr,tidiw @W ol Faib<t, rryatd/ess d its
llool numorical ,ating.

LEGEND:
OESCRIPIIVE RATING COLOR
Excellent or Outstanding Gold
Good Green
Acceptable Blue
Failed

Sutty Coot rt d by the qvilk*c Cor'r,,rlrissbn Rcgionvtl 1/9

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FOAI-^CIOI.lAGtiA, mHO[
ANTI.RED TAPT ACT, REFoRT ('RD SIJRVEY FITTDII{GS
ocmaER 19.21, 2016

I. BACKGROUND

Pursuant to the provisions of Rep6lic Act l,lo. 9485, othenrise knorvn as "An Ac{ to lmpove Effciency in the
Delivery of Govemment Service to the Public by Reducing Bureaucratic Red Tape, Prevenling Graft and Conuption, and
Providing Penalties Thereof , othenrvise known as the Anti-Red Tape Act of 2007, the Civil Service Commission Regional
ffice No. 7 conducted the ARTA Report Card Survey at the MUNICIPAL GOVERNMENT UNIT OF JAGNA, BOHOL,
headed by Hon. Fortunato Abrenilla and located at Poblacion, Jagna, Bohol during the survey period of Oc{ober 19-
21,m$.

Based on interviewed client's responses (800/o of the overall rating) and the findings in the field inspection
checklist (2070 of the overall rating), the office gamered a final numerical rating of 80.94 equivalent to a final descriptive
rating of GOOD.

II. METHODOLOGY

The survey was conducted by inspecting the Service Office and by interviewing clients within the premises of the
office immediately afier they availed any of the following frontline services: for Jagna Municipal Treasure/s Office: (1)
lssuance of Official Receipt for Payment of Fees, Charges and Others [30.00% of the total respondents] and (2)
ApplyingrRqrcu0ng a EuCneo Pennlt [3.33% ot lte tdal respondents]; br Ja$a lftrnidpal Fleaffi Offce: (l)
Availing ol Out-patient Consultation [20.00% of the total respondents] and (2) Dispansing Free Medicines [13.33%o
of the total respondentsl; for Jagna Municipal Civil Registra/s Office: (1) EREQS: Requests lor Authenticated
Documents [13.33% of the total respondents]; (2) lssuance of Certification of Civil Registry Documents [10.000/o of
the total respondentsl; (3) Registration of Birth Certlficates [6,6770 of the total respondents] and (4) Registration of
llaniage Certificatcr [3.3396 d ttp total rcspondentsl. This rnode was c-hGen lo ensure lhd at queslions \flere
answered and vague responses were clarified at lhe outset. On the average, the inteMew lasted br 7.40 mlnutes and
ranged from 6-19 minutes.

The survey examined the service office's COMPLIANCE WTH ARTA PROVISIONS and OVERALL CLIENT
SATFFACTIOIi, in oder to (1) obtain fuedbact on how agencres fCbw provrsims in their Crtizen's Chater, (2) dtan
information/eslimates of hidden costs incuned by clients in accessing frontline services, and (3) rate agency performance
and client satisfaction in relation to frontline service delivery.

Below are lhe respondents' demographic tables (e.g. Age, Sex, Civil Status, Educational Attainment, and
Employmot Status):
Table 1:
AGE Counl
17 and below 0 0.000/"
18-21 1

2 6.670/0
3145 16 53.33"6
4&59 6 20.Wo
60 and above 4 13.33o/o
Not Specmed 1 3,33Yo
TOTAL 30 100%

Table 2: Sex
SEX Count %
Male 10 33.337"
Female 20 66.670/o
TOTAL 30 100%

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NTI RED TAPE ACT, REPoRT CARD SURVEY fINDINCS
ocroasR 1r.21,2016

Table 3: Civil Strtus

CML SIAIUS Count %
Single ( 16.67%
Manied 20 66.67%
Widowed 2 6.670/"
Separated/Divorced 0 0.00%
Comrnon-latv/Livein 3 10.00"/"
Unknown 0 0.000/o
TOIAL 30 1000/"

Table 4: Educational Attainment

EDUCATIONAL ATTAIN MEI'IT Count
Not Specified 0 0.00%
Second stage of teffary/post{raduate educaton 0 0.00%
First stage of brtary/baccdaureab education 8 26.67%
,|
Post-secondry nor}.tsrtiary/technical-vocation educalion 3.33%
Secondary/high schoolor second stage of basic education 17 56.670/o
Primary/elernentary or first staoe of basic education 4 13.33./o
Pre-primary/pr+school educaton 0 0.00%
TOTAL 30 100%

Table 5.1: Status

EMPLOYMENT STATUS Count
Employed I 26.670h
Unemployed 73.331o
TOTAL 30 100%

Table 5.2:
EMPLOYMENT CATEGORY Count
Offcials ofgovernrnent and special-interest organizations, corporab executives,
2
managers, managing proprietors and supervisors
Profussidr& 0
Technicians and GsodaE profussionals 1

Clerks 0
Service workers and shop and market sales worters 2
Farmers, foresw workers and fisher folk 1

Trades and related workers 0

PElt ard m-tirE qe-&s and Gsernuers 2
Laborers and unskilled workec 0
Special occupations 0
Not Specified 0
o
TOTAL

III. COMPLIANCE WITH ARTA PROVISIONS

LGU- Jagna surveyed through its three departments namely ('l) Municipal Treasureis Office, (2) Municipal Civil
Registra/s ffice and (3) Municipal Health ffice, obtained the following ratings, with failed rating in the sub-areas under
this category:

62.96% lor lD Cards/Nameplates

Based on the survey, 100,0070 of the respondents answercd 'Yes' on the employees wearing of lD Cards. ln
addition, 10070 of the respondents answercd 'Yes' on lD cards thal is easy to read.

On lhe researche/s nole, not all slafi at the Municipal Treasure/s Office, Municipal Civil Registra/s Office and
Municipal Health ffice
were wearing lD cards. Some wore lD cards with long laces resulting in lD cards being hidden
behind desk/counters. However, at the Municipal Civil Registra/s Offce nameplales were placed on top of each frontline
service table br easy identification.

Suivey Cdt&tted, tllP ciuil:Ente cofi/.'listiorl R.gi.,1t/ll 319

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ANTT.IEO TAPE ACT. REMAT CIRD SURVE1 fIIIDITIGS
ocmBER 1c.2 r, 20 r 6

65.44% for Citizen's Charter (CC)

Based on the survey, 20.00% of the respondents c{airned to have heard of the CC prior to ttrc inteviev and the
80,00% claimed lo have heard of the CC brthe first time. And upon being oriented on the CC, 20.000/o saw but did not
read the posted CC'Dili ko frgbasa.'and 20.00% claimed that they saw, read and understood the CC. The remaining
60.0070, on the other hand, claimed not to have seen the CC posted in the ffice, "Wa raba ko kita.'

Or the researchels note, the posted Citizen's Charter of the Munrcpd Treasure/s Ctrfice was goperly labeled.
It was posted above the frontline service counler of the office. Clients had to look up to see he posted CC. Hourever, the
"Amounl of Fees, if necessary'was not indicated on the posted CC.

The Municipal Civil Registra/s Office failed to post their Citizen's Charter,

On the other hand, the Citizen's Charter of the Municipal Health Office was posted beside the entrance door of
the ofiice. The vision, mission statements and List of Frontline services offered by the office was posted separately.
'Procedure for flling complaints" was not indicated on the posted CC.

The respondenls find tfie offce comdiant lo lhe posled standards

The LGU- Jagna obtained a passing rating on the following:

71.83% for Public Assistance and Complaints Desk (PACD)

Eased on the swrey, 76.67Yo d the respondents c{aimed that ttcy noticed ttrc PACD whte tte remaining
23.330/o claimed that they did not notice a "PACD Attended to by a Knowledgeable Personnel'.

On the researche/s note, at the Municipal Hall where the Municipal Treasure/s Office was located a properly
labelled Public Assistance and Complaints Desk was installed across the entrance door. lt was attended to by a
knowledgeaUe perso{rnel. l{ was no{ed that some of fte cfients rcnt drecfu to frte respec'live counters witnut going to
the PACD unless they have other concems or complaints.

On the other hand, the Municipal Civil Registrais Office failed to install their PACD

tte Municipal llealtfr ffice, PACD was tabeled as Reception Area'. l{ was inslafled across the enlrarrce door
At
of the office and was attended to by a knowledgeable personnel. lt is where clienls ask queries and get their priority
numbens.

86.290/o for Anti-Fixer Campaign

Based on the resufts of tte suwey, only 60.00Y0 of the respondenls c,laimed to have noticed fite Anti-Fixing
Campaign materials and the other 40.00% failed to at least recognize the Anti-Fixing Campaign materials posted at the
vicinity of the offices.

On the researche/s note, the Anti-Fixer campaign material at the Municipal Civil Registrals Office and Municipal
Health Offce was published beside the enlrance door of each offce. ln addition, several Anti-Fixer campaign materials
were published inside the vicinity of the Municipal Hall.

Moreover, all respondents conveyed that no one approached them to facilitate their transactions in exchange for
money or any other advantage or consideration. One respondent attested 'Walay fxers drti'

SuN4 Cordrted b th. CMl s.Nice connistiotl Reg:'on vll 1/9

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POol-^ClOi, qcirt, BOHOT
A Tl RIED TAPE ACT, REFORI CAXD SUIVEY FI I{DINGS
ocToBEt 1o.21,2016

91.94% for No Noon-break Policy

Based on the resufrs of lte survey,46.67% of the respondenls answered Yes' 'Padayon ug saDrsyo. " and none
answered 'No'to the Frontline Service Provider's compliance tothe'No Noon-break Policy.' Meanwhile, the remaining
53,33% of the respondents were simply not around from 12pm-1pm and could nol attest to the Frontline Service
Provide/s compliance to the "No Noon-break Polic/, "Karon raman ko naabot. Wa ko kabantay.'

Based on lhe rcstlb of the surwy, 40.00Y0 of the responMs arrered 'Yes', ard none alsrE ed 'No' to tte
PACD's compliance lo the 'No Noon-break Policy.' Meanwhile, the remaining 60.00% of he respondents were simply
not around from 12pm-1pm and could not attest to the PACD's compliance to the "No Noon-break Polic/.

The Researcher noted that the frontline service providers of the three offices took tums in taking their lunch.
They also adopted a rotagng worktng schedule to ensure clients we{e attend€d to and served even duing lunch break.
The PACD pemonnel at the Municipal Hall and Municipal Health Office also complied with the "NeNoon Break Policf
and continuously served clients even during lunch time. However, at the Municipal Civil Registra/s ffice, it must be
noted that no PACD is available,

100% for No Hidden Costs

Based on the results of the survey, 100% of the respondenls agree that no hidden charges were collected from
them. Furthermore, 100% ofthe respondents said that conesponding official receipts were given to them on hansactions
that require fees.

Overaf, the LGU - Jagna obtained a PASSING rating of Z7.tl!% fur Comoliance with ARTA Provbions.

IV. OVERALL CLIENT SATISFACTION

79.300/o for Frontline Service Provider

Eased on fie rcsults of tlrc suwey, 23.33% of ttrc respordents rded Very Sdisfied, 73.39o rald'Satbfied'
and 3.33olo rated 'Dissatisfied' on Timeliness of Response Time",

23.33o/o ol the respondents rated 'Very Satisfied' and 76.67% rated 'Satisfied' on
'Timeliness of Attenlion' , "Maayo mo entelain.'

23.33% of fip
rcspondents rded Very Satisfied', 70.0f6 rated 'Satisffi, 3.3i1% rated
' Undecided' and 3.33Y0 rated'Dissatisfi ed' on'Knowledge",

23.33% of the respondenls rated 'Very Satisfied', 70.00% rated 'Satisfled', 3.3370 rated
'Undecided' and 3.3370 rated'Dissatisfied' on "Compelence',

23.33Yo d ffe respondents rated 'Very Satisfied', 'ltga naayo.'73.3Y/o raled'Satisfed'

'Maayo mttqad." and 3.337o nated 'Dissatisfied' on "Courtesy and Effa Mile, "Ang uban mukatawa
and uban di."

23.3370 of the respondents rated 'Very Satisf d'

'Dili ka insetl ang lain. By nunba jud.' and
76.67% rated 'Satisfied' on 'Fairness ad Ethical Treafnent'of tle Fronlline Service Prwiriers.

82.6770 for Respondent-Client Satisfaction

Based on the results of the survey, 26.67% of the respondents rated 'Very Salisfied', "Dali ra nan.'70.00% rated
'Satisfied' 'Dali ra. Nakuha dayon'and 3.337o rated 'Dissatisfled' as lheir over-all satisfaction with the agency.

StNeyduEdbf E CNil yrv.e Co,n,,ljstio,' Regioot/ Sl9

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FOAI,/|C|ON, IAGI{A mfl OL
.II.TI-RED TAPE ACT, REMRT CARD SUNVE' FINDINGS
oclo8E{ 19.21, 2016

85.07% for Service Quality

Eased on ttre resulh of ltre survey, 30.0096 of fire respondails were Yery Satisfied, 66.67% rete 'Salisfied' and
3.330/o were 'Dissatisfied' with the 'Ortcome' of their transaction.

Furthermore, 30.00% of the respondents were 'Very Satisfied' and 70.00% were 'Satisfied' with the "Overall
Satisfaction Time' of their availed services, "Wa ko mag paabot ug dugay.'

88.1X196 tur PlrylicC Sciryf,ayoil

Based on the results of the survey, 16.6770 of the respondents were 'Very Satisfied', 63.337o were'Satisfied',
16.6770 were 'Undecided' and 3.3370 were'Dissatisfied'with the'Physical Set-up/Layout'of the offices which includes
signage/directions, accessibility, cleanliness, orderliness, lighting, ventilation, and layout.

0n ttre researctre/s note, fre Municipal Hat conidors were olean. Ttre Municipal Treasurcds ffice is locded at
the first floor of the Municipal Hall. There were signages/directions pmvided to guide clients. The offce was clean and
orderly. Frontline services were accessible. The office was well-lighted and well-ventilated.

The Municipal Civil Registra/s Office was clean and orderly. There were available signages in the office
F,ontlilE s€ ,iEs were ffishle. The olfrce was wetrfthted ad wetrtrenflated.

There were also available signages at the Municipal Health Otfice. Frontline services were accessible, Offices
offering frontline services were properly labeled. The offce was well-lighted and well-ventilated.

90.50% for Eaoh Facilities

Based on the results of the survey, '16.6770 of the respondents were 'Very Satisfied', 66.670lo were 'Satisfied' and
16.6770 were 'Undecided' with the "Basic Facilities' of the offices which includes comfort room, waiting area, facilities for
pregnant women, persons with disability (PWDs) and the eldedy.

Upon inspectron, il was obsewed ha{ tte separde mmhrl room br male and Bnale denls at ltrc t{tmicipal
Building was clean and well-maintained. Electric fans were provided to ventilate the waiting area outside the Municipal
Treasurers ffice. Ramps were installed for PWDs at the Municipal Building.

Chairs were provided at the air+onditioned waiting area inside the Municipal Civil Registra/s ffice. Clients were
advised to me he Corfurt Ron d tle irwrcpd Hdt.

Electric fans were provided to ventilate the waiting area inside the Municipal Health Office. Ramps were installed
for PWDs. Elderly clients were given priority by attending to them ahead of the other clients, Clients were advised to use
the CR at the Municipal Hall.

Overaff, the LG{J -Jagna ob(ained a PASSING rating of!!,9246 ftn 0verall Client Satisfac{ion.

V. OBSERVATION AND RECOMMENDATION

To enhance overall quality of public service delivery in LGU- Jagna, the following are suggested

Observations
lD Cards/ Name Plates
o lt is noted that some employees were not wearing
their ldentifcation Cards (lDs), Others wore lD
cards with long laces resufting in lD cards being
hidden behind desks/counters.
Recommendations
The Municipal Govemment should ensure that all
employees are wearing their lD Cards all the time
and should make sure those are nol hidden
behind the tables or counters. Long laces should
not be used.

Surtey CondLtcted by the avil setuke Connission Region Vll 6/9

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AI{TI-iED TAPE RER'RT (!tRD SURYEY fIXDIII''S
'CT- ocToaaR 19.21,2016

Citizen's Chafter
. 60.0004 of the respondents did not see the tnfomatbn about the Citizen's Charter of the
posted CC of the agency. agency should be provided or disseminated to
. The Municipal Civil Registrais ffice failed to the clients.
p,ost their Citizen's Charter. The Municipal Civil Registrais ffice should post
o At the Municipal Treasureis Office the ?mount their Citizen's Charter.
of Fees, if necessary" was not indimted on the The Munopd Covemment should improve their
posted CC. Citizen's Charter and include all the necessary
. At the Municipal Health ffice, "Procedure for elements required by the law, including the
flling complaints' was not indicated on the posted amount of fees.

PACD
The Municipal Civil Registra/s Office failed to The office should install a properly labelled PACD
install their PACD. and it must be attended to by a knowledgeable
The Municipal Health ffice's PACD was labeled personnel all the time.
as Reception Area. The l\,tunicipal Health Office's Reception Area
$,1h;, must be labeled Public Assistarrce and
t Complaints Desk to be properly identified as their
b-l AC(\cD) PACD.
Anti-Fixer Campaign u
. 40.00% ofthe respondents failed to recognize the Make the Anti-Fixer poster more noticeable to
Anti-Fixer Campatgn materials published in the clients or may initiate extra effort to educate the
agency. transacting public about Anti-Fixing campaign.

There is no Contact Center ng Bayan Poster at The offices should post a Contact Center ng
the Municipal Civil Registrar and Municipal Health Bayan Poster.
Offrce.

VI. TIME AND MOTION TABLE

LGU - Jagna (Municipal Civil Registra/s ffice)

STEPS Commi(ed Adual Queue Time (Pila)

Procersing Time Proccssing Time
in CC
1 Fill up BREQS rEuest form 02:00 mins 01:00 min
2 Checks lhe accomplished form 02:00 mins 00:40 secs
3 Client is advised to pay the
00:50 secs
required fees

TOTAL Citizen's Charter Committed 04:00 mins

Time (A)

TOTAL Actual processing Time (B) 02:30 mins

Total Actual Waiting Time (C) 00:00

Variance (B) - (A) - 01:30mins

Suryey cordEred by thc CNil sc&te Connittion Resion vtt 7 /9

 t.o(Jrl GOlStaElt (fi|t 0.drl - rr@a
FODIICIOX.I GX,mgOL
AnT|.iED T'PE ACT' REFOIT C/IXD SURVEY FIT{DIXGS
ocmaER 19-21. 2016

LGU - Jagna (Municipal Health Offrce)

STEPS Commitled Actual Queue lime (Pila)

Processing Time Processing Time
in CC
1 Give priority number 01:00 min 00:13 secs
2 Prepare individud treatmenl card 02'.22mins
03:00 mins 01:36 mins
3 lnterview the client 18:02 mins
I
05:00 mins 02:42 mins
4 Take vital signs :49 mins
05:00 mins 01:04 mins 11

5 Cglsrndifiproper 02:16 mins

20:00 mins 03:15 mins

TOTAL Citizen's Charter Commited 34:00 mins

Time (A)

TOTAI AduC procering Tlme (B) 08:10 mins

Total Ac{ual Waiting Time (C) 34:29 mins

Variance (B) - (A) - 25:50 mins

LGU - Ja6a (Mnnicpal Treasure/s Offce)

STEPS Committed Actual Queue Time (Pila)

Processing Time Processing Time
in CC
1 ' Presents the payment 02:00 mins 00:10 secs 0'l:00 min
2 Pay amount payable 00:50 secs

TOTAL Citizen's Charter Committed 02:00 mins

fime(Al

TOTAL Actual prccessing Time (B) 0'l:00 min

Total Aclual Waiting Time (C) 0'l:00 min

Variance (B) - (Al - 01:@ min

su ey cad6rcd b/ p ciyil l,jrylE .,,,i,nissioh ftcglon v 8/9

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POBtAClOtl,I CXAOfiOL
ANTI.RED TAPE ACT, NEPORT CARD SURVE1 FII{DIiIGS
ocToa€R 19-21,2016

Reviewed by: Recommandng Approval:

Personnel Specialist Acting Director lll

Approved by:

Director lV

:}{oV 0 7 2016

Date

Suttcy Corrdct.d bf thc Gril9wicc Cdnnisioo Rgion Vtl 919