**Meeting Report: Citizen's Charter Implementation in the Provincial Government of La Union**

**Date:** [Insert Date]

**Venue:** [Insert Venue]

**Attendees:**

1. [Name], Provincial Planning and Development Coordinator

2. [Name], Representative from ARTA (Anti-Red Tape Authority)

3. [Name], Head of Provincial Government Department 1

4. [Name], Head of Provincial Government Department 2

5. [Name], Head of Provincial Government Department 3

6. [Name], Other relevant officials

**Purpose of the Meeting:**

The meeting was convened in response to the findings of the ARTA evaluation conducted on the
Provincial Government of La Union. The focus of the meeting was to discuss the implementation of the
Citizen's Charter to address identified issues and concerns in various government departments and
improve public service delivery.

**Topics Discussed:**

1. **Introduction to Citizen's Charter:** The meeting began with a brief overview of the Citizen's
Charter, its importance in promoting transparency, accountability, and efficiency in public service, and
its relevance to the specific context of the Provincial Government of La Union.

2. **ARTA Findings:** The representative from ARTA presented the key findings of their evaluation,
highlighting areas of concern related to bureaucratic red tape, delays in service delivery, lack of
transparency, and inadequate grievance mechanisms.

3. **Departmental Reviews:** Each department head presented an overview of their respective

department's current practices and challenges in implementing the Citizen's Charter.
4. **Identifying Issues/Concerns:** The participants engaged in a discussion to identify specific issues
and concerns that hinder the effective implementation of the Citizen's Charter in various departments.

5. **Best Practices and Success Stories:** In contrast to the challenges, some departments shared their
successful initiatives and best practices in implementing the Citizen's Charter, which were encouraged to
be adopted by other departments.

**Issues/Concerns Raised/Discussed:**

1. Prolonged Processing Times: Several departments reported delays in processing various applications,
licenses, and permits, which led to dissatisfaction among the citizens.

2. Lack of Awareness: It was noted that many citizens were unaware of the existence of the Citizen's
Charter, indicating a need for better publicizing and promoting the initiative.

3. Inadequate Grievance Mechanism: Some departments lacked an effective and accessible grievance
redressal mechanism, leaving citizens frustrated in case of complaints or disputes.

4. Insufficient Training: Employees in some departments were not adequately trained in customer
service and were unaware of the proper procedures to be followed under the Citizen's Charter.

5. Outdated Processes: Outmoded processes and excessive paperwork were identified as contributors to
bureaucratic red tape and inefficiency.

**Agreements:**

1. **Awareness Campaign:** The Provincial Government of La Union committed to launching an

awareness campaign to inform citizens about the Citizen's Charter, its benefits, and how to access
services through it.

2. **Process Streamlining:** Each department agreed to conduct a comprehensive review of their

existing processes, identify bottlenecks, and implement measures to streamline service delivery.
3. **Training and Capacity Building:** The Provincial Planning and Development Coordinator's office
would organize training sessions for government employees to enhance their skills in customer service
and ensure they are well-versed with the Citizen's Charter.

4. **Grievance Redressal Mechanism:** The relevant departments would establish or strengthen their
grievance redressal mechanisms to address citizen complaints promptly.

5. **Digital Transformation:** The government pledged to explore and implement digital solutions to
reduce paperwork, enhance efficiency, and improve overall service delivery.

**Assignments/Implications to the Office of the Provincial Planning and Development

Coordinator/Provincial Government of La Union:**

1. The Office of the Provincial Planning and Development Coordinator will be responsible for
coordinating the implementation of the Citizen's Charter across all government departments.

2. The office will spearhead the awareness campaign to promote the Citizen's Charter and its benefits
among citizens and government employees.

3. The Provincial Planning and Development Coordinator's office will conduct regular monitoring and
evaluation to assess the progress of each department in adhering to the Citizen's Charter principles and
addressing the identified issues.

4. The office will facilitate capacity building programs and training sessions for government employees
to improve their customer service skills and ensure compliance with the Charter's provisions.

5. The Provincial Government will actively engage with ARTA and provide periodic updates on the
progress made in implementing the Citizen's Charter.

*Note: This report is a summary of the meeting's outcomes and does not include specific names or dates
for confidentiality reasons. The report will be disseminated to relevant stakeholders for further action
and follow-up.*