Citizen Satisfaction Evaluation of the Local Government Unit in the

Philippines: A Case Study of Good Governance Advocacy of the City

Government of Candon
by
Christopher F. Bueno, PhD
Program Coordinator, Graduate Studies in Public Administration
Program Head, Doctor of Education
University of Northern Philippines
Vigan City

Abstract

The research study provides the information about the utilization of Citizen Satisfaction
Index System (CSIS) as a development tool in gauging the citizens’ satisfaction as the intended
recipients and end-users of public services in the local government units. In Section 16 of
Republic Act No. 7160 known as Local Government Code of 1991, the LGU is mandated to
provide basic services that are responsive to the needs of their citizens .On its applicability, the
Department of Interior and Local Government implemented this program as a component of the
Local Governance Watch which is a starting point of a citizen–oriented approach to evaluate the
basic delivery services implemented by the local government units. It is important to get the true
sentiments, opinions and insights of the citizens as to their on perception and evaluation of the
quality services provided by the local government units.

As applied in this research, the Citizen Satisfaction Index System of Candon City as to its
good governance practices to help improve their socio-economic condition and advance their
appreciation of local political affairs. The research methodology of the study utilized the multi-
stage random probability sampling with 150 respondents, margin of error (MOE) is +/- 6% at
95% confidence level (CL). Before actual sample generation, 30 sample spots with 150
respondents were allocated by the Kird Gish probability sampling in proportion to the 2010 NSO
population of Candon City. The study delimited in the best practice of good governance based
on the result of the findings of the CSIS of Candon City.

Based on the findings of the study, the citizens have been consulting and transacting with
the city government and barangay officials on livelihood/ employment assistance; request for
repair/provision of infrastructure, i.e., water service, irrigation, basketball or multipurpose hall, etc.;
emergency assistance, e.g., hospitalization, burial, etc.; peace and order (Conflict resolution and
Crime Response); Securing a business permit; real property tax assessment/payment; and
Registration of birth/death/ marriage. The city officials responded well on real property tax
assessment/payment; peace and order (conflict resolution and crime response); emergency
assistance, e.g. hospitalization, burial, etc.; securing business permit; registration of
birth/death/marriage and disaster management response (relief operation). In climate change
study, majority of the respondents reported that local government responded to the citizen’s
needs and concerns during calamity such as typhoons and flood. Based on computed results,
results show that calamity victims were assisted more in their needs and concerns during the
occurrence of floods.
INTRODUCTION

The Citizen Satisfaction Index System (CSIS) for Ilocos Sur was implemented Candon
City that conducted the survey-assessment last December 27-30, 2013 and January 4, 2014.
The University of Northern Philippine – Graduate School was selected by the DILG Region 1 as
partner to conduct the CSIS survey assessment. The UNP Graduate School has been the leading
partner as Learning Resource Institution (LRI) in Region 1 in the implementation of the local
governance programs. Based on the MOA signed between the University of Northern Philippine
and DILG, Region 1 last November 25,2013. The University of Northern Philippines through the
Graduate School mobilized the 15 Field Interviewers who were trained to conduct the data-
collection for the CSIS. The Technical Working Group to conduct this program were those trained
in the CSIS National Training Team consisted of the project manager, field supervisor and data
processors.

This DILG has been committed to aggressively scale up interventions towards a kind of
governance that values, transparency, accountability, participation and performance. It must be
noted that the Citizen Satisfaction Index System (CSIS), a component of the LG Watch which is
an assessment tool for the service delivery performance of local government based largely on the
knowledge experience and perception of the people who are recipients of such services using a
client-oriented approach. The implementation of the CSIS program further provides social
accountability mechanism that will foster a systematic and sustained engagement of CSOs and
citizens in local governance.

Objectives of the Study

The objective of the study is delimited to the governance transaction made by the citizens
in Candon City based on the result of the 2013 Citizen Satisfaction Index System (CSIS).

1. To describe the socio-demographic profile of the respondents.

2. To discuss the response of the citizens along the responsiveness of local officials and
concern/subject of consultation made by the city government.
3. To present the highlights of the good governance in the consultation made by the
respondents.
4. To identify the awareness net score and availment Net Score on Governance and
Response of the City Government of Candon

Methodology

A team of 15 field interviewers and a Technical Working Group comprising of four (4) key
project personnel namely, a Project Manager, two Field Supervisors, and a Data Processor were
tasked to work in the Citizen Satisfaction Index System. This is a part of the technical assistance of
the Graduate School Extension Office of the University of Northern Philippines. Thirty (30) spots
around Candon City were identified. Normally, two (2) Field Interviewers were assigned per spot to
insure the safety and security of said student interviewers. In the last two days of the interview, five
(5) Field Interviewers per spot were assigned to reach out far flung areas of Candon City. The 25
pages questionnaire was translated into the Ilocano dialect. The longest duration of interview was one
hour and 30 minutes in the first two days. However, as day to day interview went on and the
interviewers were able to master the art of interview, they were able to conduct shortest duration of
interview within 20 minutes

In the Overall Assessment of the Citizens’ Satisfaction Net Score on Governance and
Response, it was based on those who availed specified services in this area. The survey results of
this section give a picture on the degree of satisfaction. These are the following descriptions of the
satisfaction rating for the social welfare programs/services: 5- DS-Definitely Satisfied;;4- S-Satisfied;
3- NSD-Neither Satisfied nor Dissatisfied ; 2- D-Dissatisfied; and 1-DD- Definitely Dissatisfied. In this
study, the governance and response of the City Government of Candon was evaluated on the
following :

Economic Services

1. Livelihood /Employment Assistance

2. Investment Support Services ( Credit Financing)
3. Regulation and supervision of business/ investment
4. Securing a business permit
5. Real property tax assessment/payment

Feedback (Monioring and Evaluation)

1. Complaint against a government officials

Citizens’ Requests

1. Request for repair/provision of infrastructure, i.e., water service, irrigation, basketball or

multipurpose hall, etc.

Environmental Services

1. Environmental problem, e.g., garbage, pollution, drainage, etc.

2. Disaster Management Response (Relief Operation)

Emergency Assistance

1. Emergency assistance, e.g., hospitalization, burial, etc.

II. RESULTS AND DISCUSSIONS

A. Socio-Demographic Profile

Table 1 presents the demographic characteristic of the respondents such as sex, age and
civil status. In this study, the equal distribution of respondents based on gender (whether male or
female) to give equal chance to answer the survey questionnaire. The Kish Grid/ Probability
selection of the respondents are established in this study: (1) who are of voting age (at least 18
years old) and equal number of respondents for male and female.

Table 1
Socio-Demographic Profile of the Respondents

Description F P
Sex
Male 75 50
Female 75 50
Total 150 100
Age
18-34 59 39.3
35-54 56 37.3
55-74 31 20.6
74 and above 4 2.7
Total 150 100
Civil Status
Single 28 18.7
Married 104 69.3
Widowed 12 8
Live in 6 4
Educational Attainment
Some Elementary 9 6.0
Elementary Graduate 14 9.3
Some High School 12 8.0
High School Graduate 37 24.7
Some College/Vocational 26 17.3
College Graduate 33 22.0
Some/Completed Master’s Degree 2 1.3
Masters Graduate 1 .7
Vocational/TVET 7 4.7
No Response 9 6.0
Total 150 100%
Employment Status
Employed (Full-time) 56 37.3
Employed (Part-time) 15 10
Employed (Intermittent) 6 4
Self-employed 52 34.7
Not working/employed 21 14
Total 150 100%
 The demographic characteristics of this study has shown are evenly divided of 150
respondents for male (75 0r 50%) and female (75 or 50%). Majority of the respondents are within
the age range of 18-34 (59 respondents or 39.3%) followed by age range of 35-54 (56
respondents or 37.3%). There are 31 respondents (20.65 %) who are within the age range of 55-
74. Few of them are with the age range of 74 and above (4 respondents or 2.7 %).

As shown in Table 1, there are 24.7 % of the respondents claimed to have graduated in
high school while 22 % of the respondents are college graduate. It seems that other respondents
of the study show to have the educational attainment in some college/vocational (17.3 %),
elementary graduate (9.3 %), some high school (8.0 %), and some elementary (6.0%). The
completion of master’s degree (1.3%) and masters’ graduate (.75) remained negligible in their
participation to answer the survey-assessment of the CIS for Candon City.

In the economic profile, it presents the economic data of respondents provides informant
about the employment status whether full, part-time, interment and self-employed. Those with no
jobs and income received in the past year are considered as not working. It also shows that
majority of the respondents are employed in full time (37.3%) and self-employed (34.7%). Only
14 % of the respondents claimed they are not currently employed and 4% as intermittently
employed.

B. Response to Citizens’ Transactions

Governance and participation involves responsiveness of officials and local agencies,

participation/attendance in local assemblies, peace and order maintenance, disaster
management and solid waste management. The major concerns of respondents as reflected in
this study are the livelihood/ employment assistance; complaint against a government agency or
officials; request for repair/ provision of infrastructure; i.e. water service, irrigation, basketball or
multipurpose hall; environmental problem, e.g. garbage, pollution, drainage, etc.; emergency
assistance, e.g. hospitalization, burial, etc.; securing business permit; real property tax
assessment/ payment; registration and death payment/ marriage.

A. Responsiveness of Officials and Local Agencies

The responsiveness of the local government officials and local agencies covers whether
or not consultation were made with public office s or local government officials, persons or office
consulted and type of consultation, and response of the local government officials and offices.
 Table 2
Major Concerns of Respondents in Consulting with City Official/Unit

Concern and Subject of Consul NO. OF % OF THOSE WHO % TO

CONSULTATION MADE RESPONSES TRANSACTED TOTAL
BUSINESS N = 150
N = 59
1. Livelihood/Employment assistance 58 98.31 38.67
2. Investment Support Services (Credit
50 84.75 33.33
Financing)
3. Regulation and supervision of
51 86.44 34.00
business/investments
4. Complaint against a government
35 59.32 23.33
agency or official/s
5. Request for repair/provision of
infrastructure, i.e., water service,
58 98.31 38.67
irrigation, basketball or multipurpose hall,
etc.
6. Environmental problem, e.g., garbage,
44 74.58 29.33
pollution, drainage, etc.
7. Emergency assistance, e.g.,
58 98.31 38.67
hospitalization, burial, etc.
8. Peace and order (Conflict resolution
58 98.31 38.67
and Crime Response)
9. Disaster Management Response
44 74.58 29.33
(Relief Operation)
10. Securing a business permit
58 98.31 38.67
11. Real property tax
58 98.31 38.67
assessment/payment
12. Registration of birth/death/marriage 58 98.31 38.67

The major concerns of respondents (38.67%) in consulting with City Officials/Units were
livelihood/ employment assistance; request for repair/provision of infrastructure, i.e., water
service, irrigation, basketball or multipurpose hall, etc.; emergency assistance, e.g.,
hospitalization, burial, etc.; peace and order (Conflict resolution and Crime Response); Securing
a business permit; real property tax assessment/payment; and Registration of birth/death/
marriage. These were the types of consultation/transactions with the LGUs respondents were
engaged to during the past year. Normally, these are the common consultations and transaction
made by the citizens in local governance.
 The Highlights of the Good Governance in the Consultation Made (98.31%) by the
Respondent

1. Livelihood Employment Assistance

2. Request for repair/provision of infrastructure, i.e., water service, irrigation, basketball or
multipurpose hall, etc.
3. Emergency assistance, e.g., hospitalization, burial, etc.
4. Peace and order (Conflict resolution and Crime Response
5. Securing a business permit
6. Real property tax assessment/payment
7. Registration of birth/death/marriage

There were consultations/transactions conferred with the officials or visited government

offices such as Investment Support Services (Credit Financing); Regulation and supervision of
business/investments; Environmental problem, e.g., garbage, pollution, drainage, etc.; and
Disaster Management Response (Relief Operation). These are critical variables of local
governance in addressing to concern of business/ investment (local economic development) and
environmental programs.

B. Concern/ Subject of Consultation Made

Table3
City Government Officials’ Action on Respondent’s Concerns

Concern and Subject of Consultation Made Official Total Per cent of

Responded the
Response
1. Livelihood/Employment assistance 36 36 100
2. Investment Support Services (Credit
23 31 74.19
Financing)
3. Regulation and supervision of
24 33 72.72
business/investments
4. Complaint against a government agency
23 32 71.88
or official/s
5. Request for repair/provision of
infrastructure, i.e., water service, irrigation, 28 38 73.84
basketball or multipurpose hall, etc.
6. Environmental problem, e.g., garbage,
33 42 78.57
pollution, drainage, etc.
7. Emergency assistance, e.g.,
47 48 97.92
hospitalization, burial, etc.
8. Peace and order (Conflict resolution and
48 49 97.96
Crime Response
9. Disaster Management Response (Relief
47 49 95.92
Operation)
10. Securing a business permit 47 48 97.92
11. Real property tax assessment/payment 48 49 97.96
12. Registration of birth/death/marriage 47 48 97.92
 Majority of the respondents who transacted business with the LGU reported that the city
government official/unit acted on their requests or concerns. The city officials responded well on
real property tax assessment/payment; peace and order (conflict resolution and crime response);
emergency assistance, e.g. hospitalization, burial, etc.; securing business permit; registration of
birth/death/marriage and disaster management response (relief operation).

C. The Highlights of the Responded Concern and Subject of Consultation Made by

the City Government of Candon

The highlights of the good governance in this study reflects from the action made by the city
government to address the major concerns of the respondents within the basis on the consultation
made along the services offered to them.

Rank 1: Livelihood/Employment assistance (100 %)

Rank 2: Peace and order (Conflict resolution and Crime Response
and Real property tax assessment/payment with 97.96 per cent.
Rank 3 : Emergency assistance, e.g., hospitalization, burial, etc. , Securing a business permit
and Registration of birth/death/marriage with 97.92 per cent.
Rank 4 : Disaster Management Response (Relief Operation) with 95.92 per cent.

Table 4
Comparative Analysis as to the Highlights of the Major Concerns of the Citizens

The Highlights of the Good Governance in the The Highlights of the Responded Concern
Consultation Made (98.31%) by the and Subject of Consultation Made by the City
Respondent Government of Candon

1. Livelihood Employment Assistance Rank 1: Livelihood/Employment assistance

2. Request for repair/provision of
infrastructure, i.e., water service,
irrigation, basketball or multipurpose
hall, etc.
3. Emergency assistance, e.g.,
hospitalization, burial, etc.
4. Peace and order (Conflict resolution
and Crime Response
5. Securing a business permit
6. Real property tax
assessment/payment
7. Registration of birth/death/marriage
(100 %)
Rank 2: Peace and order (Conflict resolution
and Crime Response and Real property tax
assessment/payment with 97.96 per cent.
Rank 3: Emergency assistance, e.g.,
hospitalization, burial, etc. , Securing a
business permit and Registration of
birth/death/marriage with 97.92 per cent.
Rank 4 : Disaster Management Response
(Relief Operation) with 95.92 per cent.
 The highlights of the Good Governance in the consultation made (98.31%) by the
respondents were Livelihood Employment Assistance; Request for repair/provision of
infrastructure, i.e., water service, irrigation, basketball or multipurpose hall, etc.; Emergency
assistance, e.g., hospitalization, burial, etc.; Peace and order (Conflict resolution and Crime
Response; Securing a business permit; Real property tax assessment/payment; and Registration
of birth/death/marriage. The city government responded the major concern on (a)
Livelihood/Employment assistance (Rank 1: 100 per cent); (b) Peace and order (Conflict
resolution and Crime Response and Real property tax assessment/payment ( Rank 2 : 97.96 per
cent); (c) Emergency assistance, e.g., hospitalization, burial, etc. , Securing a business permit
and Registration of birth/death/marriage ( Rank 3 :97.92 per cent); and (d) Disaster Management
Response (Relief Operation) with ( Rank 4: 95.92 per cent.

D. Awareness Net Score and Availment Net Score on Governance and Response of
the City Government of Candon

The Awareness Net Score represents the presence of knowledge to the service being
offered by the LGU. While Availment Net Score refers to the contact of the respondents to local
government due to programs and services being offered.

Awareness Net Score on Governance and Response

The study on awareness refers to the respondent’s presence of knowledge to the

governance and response being offered by the local government unit. The 150 respondents were
surveyed relative to their awareness of the governance programs/services implemented by
Candon City in the past year.

Table 5
Awareness Net Score on Governance and Response

Item Aware Not Total Item

Aware Number of Awareness
Response Net Score
Livelihood/Employment assistance 85 64 149 0.57
Investment Support Services
83 66 149 0.56
(Credit Financing)
Regulation and supervision of
84 65 149 0.56
Businesses/investments
Complaint against a government
76 72 148 0.51
agency or official/s
Request for repair/provision of
infrastructure, i.e., water service,
140 8 148 0.95
irrigation, basketball or
multipurpose hall, etc.
Environmental problem, e.g.,
120 28 148 0.81
garbage, pollution, drainage, etc.
Emergency assistance, e.g.,
126 22 148 0.85
hospitalization, burial, etc.
Peace and order (Conflict
136 12 148 0.92
resolution and Crime Response)
 Disaster Management Response
139 9 148 0.94
(Relief Operation)
Securing a business permit 131 10 141 0.93
Real property tax
133 10 143 0.93
assessment/payment
Registration of birth/death/marriage 141 2 143 0.99
Area Awareness Net Score 79.30

Highlights of the Awareness Net Score

Rank 1 : Registration of birth/death/marriage ( 0.99 ANS)

Rank 2 : Request for repair/provision of infrastructure, i.e., water service, irrigation, basketball or
multipurpose hall, etc. (0.95 ANS)
Rank 3 : Securing a business permit and Real property tax assessment/payment (0.93 ANS)
Rank 4 : Disaster Management Response (Relief Operation) (0.94 ANS)
Rank 5: Emergency Assistance Burial (0.85 ANS)

As shown in Table 5, the respondents’ awareness net score in governance is high

(79.30); in registration of birth/death/marriage (0.99); disaster management response-relief
operation (0.94);and Request for repair/provision of infrastructure, i.e., water service, irrigation,
basketball or multipurpose hall, etc. (0.95). There are three governance variables with awareness
net score of 0.93 which are as follows: securing a business permit, real property tax
assessment/payment. However, the lowest awareness net score is Complaint against a
government agency or official/s (0.51).

Availment Average Score in Governance and Response

The table below presents the assessment of the respondents whether they were able to
avail the LGU’s on governance and response. The citizen’s availment gives information about
governance and response to the intended beneficiaries in Candon City.

Table 6
Availment Average Score on Governance and Response

Item Availed Not Total Number Item

Availed of Response Availment
Score
Livelihood/Employment assistance 58 91 149 0.39
Investment Support Services (Credit
69 80 149 0.46
Financing)
Regulation and supervision of
78 71 149 0.52
Businesses/investments
Complaint against a government agency
44 105 149 0.30
or official/s
Request for repair/provision of
infrastructure, i.e., water service,
119 30 149 0.80
irrigation, basketball or multipurpose hall,
etc.
Environmental problem, e.g., garbage,
92 56 148 0.62
pollution, drainage, etc.
 Emergency assistance, e.g.,
100 49 149 0.67
hospitalization, burial, etc.
Peace and order (Conflict resolution and
128 21 149 0.86
Crime Response)
Disaster Management Response (Relief
102 47 149 0.68
Operation)
Securing a business permit 87 55 142 0.61
Real property tax assessment/payment 131 13 144 0.91
Registration of birth/death/marriage 136 8 144 0.94
Area Availment Average Score 64.78

Highlights of the Availment Average Score (AAS)

Rank 1: Registration of birth/death/marriage ( 0.94 AAS)

Rank 2: Real property tax assessment/payment (0.91 AAS)
Rank 3: Peace and order (Conflict resolution and Crime Response) ( 0.86 AAS)
Rank 4: Request for repair/provision of infrastructure, i.e., water service, irrigation, basketball or
multipurpose hall, etc. (0.80 AAS)

Availment on governance and response has an average score of (64.78) in Candon City.
It has significant findings in terms of availment with registration of birth/death/marriage (0.94), real
property tax assessment and payment (0.91) including peace and order-conflict resolution and
crime response (0.86) and request for repair/provision of infrastructure, i.e., water service,
irrigation, basketball or multipurpose hall, etc. (0.80). However, the lowest availment net score in
governance and response is complaint against a government agency or official/s (0.30).
Furthermore, there is a need to enhance livelihood employment assistance (0.39) and investment
support services - credit financing (0.46).

Table 7
Highlights of the Awareness Net Score (ANS) and Availment Average Score (AAS) of
the Citizen Satisfaction Index System ( CSIS) of Candon City

Awareness Net Score (ANS) Availment Average Score (AAS)

Rank 1 : Registration of birth/death/marriage Rank 1: Registration of birth/death/marriage

( 0.99 ANS)
Rank 2 : Request for repair/provision of
infrastructure, i.e., water service,
irrigation, basketball or multipurpose
hall, etc. (0.95ANS)
Rank 3 : Securing a business permit and Real
property tax assessment/payment
(0.93 ANS)
Rank 3 : Disaster Management Response –
Relief Operation (0.94 ANS)
Rank 4: Emergency Assistance Burial (0.85 ANS)
( 0.94 AAS)
Rank 2: Real property tax assessment/payment
(0.91 AAS)
Rank 3: Peace and order (Conflict resolution and
Crime Response) ( 0.86 AAS)
Rank 4: Request for repair/provision of
infrastructure, i.e., water service,
irrigation, basketball or multipurpose
hall, etc. (0.80 AAS)
 E. Overall Assessment of Governance and Response

For purposes of analysis, satisfaction net score on governance and response of Candon
City stipulates information about the overall satisfaction rating involving citizen-government
transactions, peace and order maintenance, disaster and order maintenance, disaster
management and waste management.

Table 8
Citizens’ Satisfaction Net Score on Governance and Response

Item DS S NSD D DD Total Item

Response Assessment
Net Score
1. Livelihood/Employment 102
41 51 6 4 1.06
assistance (S-40.20%)
2. Investment Support Services 102
30 55 7 10 1.17
(Credit Financing) (S-29.41%)
3. Regulation and supervision 119
34 52 16 17 1.28
of Businesses/investments (S-28.57 %)
4. Complaint against a 113
41 49 9 1 13 1.21
government agency or official/s (S-36.28%)
5. Request for repair/provision
of infrastructure, i.e., water 138
52 50 24 12 1.16
service, irrigation, basketball or (S-37.68%)
multipurpose hall, etc.
6. Environmental problem, e.g.,
132
garbage, pollution, drainage, 55 49 11 4 13 1.19
(S-41.67%)
etc.
7. Emergency assistance, e.g., 122
69 39 11 3 1.03
hospitalization, burial, etc. (S-52.27%)
8. Peace and order (Conflict
142
resolution and Crime 79 39 22 1 1 1.02
(S-55.63%)
Response)
9. Disaster Management 126
72 32 18 4 1.05
Response (Relief Operation) (S-57.14%)
116
68 39 3 1 5 1.06
10. Securing a business permit (S-58.62%)
11. Real property tax 132
88 36 3 5 1.05
assessment/payment (S-66.67)
138
12. Registration of 87 45 3 3 (S-63.04) 1.03
birth/death/marriage
Area Satisfaction Net Score 55.42
Legend: DS-Definitely Satisfied ;S-Satisfied; NSD-Neither Satisfied nor Dissatisfied;
D-Dissatisfied; and DD- Definitely Dissatisfied
 Based on the result of the study , the desired/satisfactory ratings shows responsiveness of
services offered in Candon City. Most of the responses provided in the survey assessment were
“definitely satisfied” and “satisfied on governance”. The information of this citizen satisfaction rating
gives important data for LGU to come up and implement necessary interventions that aim to address
people’s concern in various areas of governance.

Table 9
Common Research Variables of the Citizen’s Satisfaction Index System along Awareness Net
Score (ANS) and Assessment Net Score on Governance and Response (ANS)

Awareness Net Score Assessment Net Score

(ANS) and Availment (AAS)
Average Score (AAS)
ANS AAS Satisfied (%) Rating
1. Registration of Birth/Death/Marriage 0.99 (R1) 0.94 (R1) 63.04 1.03
2. Real Property Tax Assessment/ 0.93 (R3) 0,91 ( R2) 66.67 1.05
3. Request for repair/provision of 0.90 (R2) 0,80 ( R4) 37.68 1.16
infrastructure, i.e., water service, irrigation,
basketball or multipurpose hall, etc
4. Disaster Management Response- Relief 094 (R3) 0.68 ( R-) 57.14 1.05
Operation

The common research variables of the Citizens’ Satisfaction Index System with significant
outcome as to the assessment of the respondents along the governance and response of the city
government were the registration of birth/death and marriage; real property assessment, repair/
provision of infrastructure and disaster management. The research implication on this common
research variables pinpoints the awareness of the respondents that the city government
responded by availing different services with high level of satisfaction.

Although the Assessment Net Score (AAS) is below 1.16 in the overall assessment of the
Citizens’ Index Satisfaction Rating , it was found out that there was very high level of satisfaction
rating of 63.04 of the city government service on registration of birth/death and marriage. The
registration of birth, death and marriage are considered to be the best service with Rank 1 in
Awareness Net Score ( 0.99) and Average Availment Score ( 0.94) in the city government of
Candon. The governance and response assessment has shown to have good result in the
Request for repair/provision of infrastructure, i.e., water service, irrigation, basketball or
multipurpose hall, etc and Disaster Management Response- Relief Operation.

Table 10
High Level of Satisfaction in the Citizens’ Satisfaction Index System on
Governance and Response

Description TR Very ANS

Satisfied
1. Real property tax assessment/payment 132 66.67 1.05
2. Registration of birth/death/marriage 138 63.04 1.03
3. Securing a business permit 116 58.62 1.06
4. Disaster Management Response 126 57.14 1.05
(Relief Operation)
 5. Peace and order (Conflict Resolution and 142 55.63 1.02
Crime Response)
6. Emergency assistance, e.g., 122 52.27 1.03
hospitalization, burial, etc.

The excellent outcome of the assessment of the CSIS reflects from the high level of
satisfaction on the stakeholders in the governance services offered by the city government of
Candon. The payment of the real property tax ( 66.67 per cent) proves to be an excellent service
of the city government wherein the utilization of unified scheme of paying taxes redounds to the
enhance RPT collection process. This holds true in the services offered for the registration and
issuance of the birth/death/ and marriage certificate (63.04 percent). The city government also
provided emergency assistance, e.g., hospitalization, burial, etc. to the poor residents of the
locality.

The disaster management response (57.14 percent) of the city government reflected the
better appreciation of the residents of Candon in the relief operation in cases of natural calamities
happened in the area. The peace and order of Candon City effectively enforced through the
excellent services on conflict resolution and crime response.

Table 10
High Level of Assessment Net Score on the Citizens Satisfaction Index System

Description TR Satisfied ANS

1. Regulation and supervision of Businesses/ 119 28.57 1.28

investments
2. Complaint against a government agency 113 36.28 1.21
or official/s
3. Environmental problem, e.g., garbage, 132 41.67 1.19
pollution, drainage, etc.
4. Investment Support Services (Credit 102 29.41 1.17
Financing)
5. Request for repair /provision of 138 37.68 1.16
infrastructure, i.e., water service,
irrigation, basketball or multipurpose hall,
etc.

Based form the result of the Assessment Net Score of the Citizens Satisfaction Index
System of Candon City. The development projects addressed in governance and response in the
city government of Candon were mainly the excellent support on the regulation and supervision
of businesses and investments (1.28 ANS) and investment support services through credit
financing (1.17 ANS). The evaluation of the complaint against a government agency provided
favorable response ( 1.21 ANS) in support of the responsive governance. While environmental
problems were also excellently evaluated in the response on garbage, pollution and drainage.
Finally, the usual request of the poor residents of Candon City excellently responded (1.16 ANS)
for repair /provision of infrastructure, i.e., water service, irrigation, basketball or multipurpose hall,
etc.

Conclusions

The citizens have been consulting and transacting with the city government and barangay
officials on livelihood/ employment assistance; request for repair/provision of infrastructure, i.e.,
water service, irrigation, basketball or multipurpose hall, etc.; emergency assistance, e.g.,
hospitalization, burial, etc.; peace and order (Conflict resolution and Crime Response); Securing
a business permit; real property tax assessment/payment; and Registration of birth/death/
marriage.

On availment in the governance and response, it has significant findings in terms of

availment with registration of birth/death/marriage , real property tax assessment and payment
including peace and order-conflict resolution and crime response and request for repair/provision
of infrastructure, i.e., water service, irrigation, basketball or multipurpose hall, etc. .The common
research variables of the Citizens’ Satisfaction Index System with significant outcome as to the
assessment of the respondents along the governance and response of the city government were
the registration of birth/death and marriage; real property assessment, repair/ provision of
infrastructure and disaster management. The research implication on this common research
variables pinpoints the awareness of the respondents that the city government responded by
availing different services with high level of satisfaction. Likewise, the governance and response
assessment has shown to have good result in the request for repair/provision of infrastructure,
i.e., water service, irrigation, basketball or multipurpose hall, etc and Disaster Management
Response- Relief Operation.

The excellent outcome of the assessment of the CSIS reflects from the high level of
satisfaction on the stakeholders in the governance services offered by the city government of
Candon. The payment of the real property tax proves to be an excellent service of the city
government wherein the utilization of unified scheme of paying taxes redounds to the enhance
RPT collection process. This holds true in the services offered for the registration and issuance
of the birth/death/ and marriage certificate . The city government also provided emergency
assistance, e.g., hospitalization, burial, etc. to the poor residents of the locality. Furthermore, the
disaster management response of the city government reflected the better appreciation of the
residents of Candon in the relief operation in cases of natural calamities happened in the area.
The peace and order of Candon City effectively enforced through the excellent services on conflict
resolution and crime response

Based from the result of the Assessment Net Score of the Citizens Satisfaction Index
System of Candon City, the development projects addressed in governance and response in the
city government of Candon were mainly the excellent support on the regulation and supervision
of businesses and investments and investment support services through credit financing. The
evaluation of the complaint against a government agency provided favorable response in support
of the responsive governance. While environmental problems were also excellently evaluated in
the response on garbage, pollution and drainage. Finally, the usual request of the poor residents
of Candon City excellently responded for repair /provision of infrastructure, i.e., water service,
irrigation, basketball or multipurpose hall, etc.