C1 5 Mas Final Pa Sa Final

Universidad de Manila
College of Arts and Sciences

Department of Public Administration
THE IMPLEMENTATION OF ELECTRONIC BUSINESS ONE STOP SHOP TO SERVICE
DELIVERY AT DISTRICT III, MANILA
An Undergraduate Thesis Presented to College of Arts and Sciences
In Partial Fulfilment of the Requirements for the Degree of
Bachelor in Public Administration
By:
Sacnahon, Kathleen Mae V.
Loterte, Nino T.
Matta, Hector Yan M.
2023
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This study aims to determine the implementation of Electronic Business One Stop Shop
under R.A 11032 to service delivery at District III, Manila. Specifically, this study aims to:
1. To know the awareness of business owners to the implementation of Business One
Stop Shop.
2. To assess the level of satisfaction of business owners to the Business One Stop
Shop.
3. To identify the problems encountered by business owners from the Business One
Stop Shop.
Statement of the Problem
This study aims to determine the implementation of Electronic Business One Stop Shop
under R.A 11032 to service in District III, Manila and seek to answer the following question:
1. What are the demographic profile to the respondents? In terms of:
1.1 Age
1.2 Gender
1.3 Monthly Income
1.4 Type of Service
2. What is the level of awareness of business owners at District Ill to Business One
Stop Shop?
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3. What is the level of satisfaction of business owners at District III to services offered
by Business One Stop Shop?
4. What are the problems encountered by business owners at District III to the
implementation of Business One Stop Shop?
5. What is the effect of Business One Stop Shop to service delivery?
6. What policy may be formulated from the field of public administration?
Significance of the Study
The research focuses on the implementation of Electronic business one-stop shop to
service delivery at District III, Manila. The following individuals and entities will benefit from the
study:
 The findings can be used by the Anti-Red Tape Authority (ARTA) to validate
compliance of Manila City government on Republic Act. 11032.
 The Department of Trade and Industry (DTI) can utilise this study to further improve the
environment to deliver a more convenient services.
 The Business one-stop shop (e-BOSS) will see if they are effective on service delivery
and to further improve the program.
 Clients will gain essential knowledge to understand more about the regulations and
services entailed under the Republic Act. 11032.
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 Lastly, future researchers can use this as a reference.
Scope and Limitations
The primary purpose of the study is to determine the implementation of Electronic
Business One Stop Shop to service delivery at District III, Manila. There are one thousand five
hundred twenty (1,520) registered business owners as of June 2023 based on the data given
by the Chief Engineer Fortunato L. Palileo, dated June 05, 2023. The sample size of the said
population was one hundred (100) with the use of quota sampling. They will be the sole
respondent of the study.
CHAPTER 2
Review of Related Literatures and Studies
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The business one-stop shop is a government initiative to reduce red tape, prevent graft
and corrupt practices, promote transparency, and make doing business easier, thereby
boosting the government’s economic development efforts. It was designed to be a one-stop
shop for business facilitation. A business one-stop shop will facilitate the manual or electronic
submission of applications for license, clearance. Permit, certification, and authorization within
local cities and municipalities. It aims to simplify current Crismundo (2021). According to Biglete
(2023), the business one-stop shop has become necessary in response to numerous
complaints from entrepreneurs about the time-consuming and difficult process of applying for
permits and licenses, because all governments in the country are required to set up a facility
that expedites the distribution of business licenses and permits. The primary responsibility of
the government is to provide high-quality services that meet clients’ expectations. In
accordance with this, local governments establish a one-stop shop or facility that consolidates
zoning offices, business permit and licensing offices, the Bureau of Fire Protection, and
treasury offices into a single location, allowing clients to visit only one facility Ranada (2018).
However, Chua and del Rosario (2018) says that transactions with government offices will be
facilitated further by incorporating digital technology with simplified and streamlined processes.
If governments establish an electronic business one-stop shop, the business registration
process will be faster and more efficient. Uniform processes and online forms in national and
local government agencies will make these processes interoperable throughout the country.
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The one-stop shop is defined as a global concept that provides easy access to public
and private services, serving as the doorstep for citizens in terms of service delivery Bhuiyan
and Abrar (2023). Additionally, the government and private sector work together to create a
one-stop shop for government services, with experts from both sectors collaborating to facilitate
knowledge exchange and promote understanding of the one-stop shop concept Mckinsey
(2018). It can provide citizens with information and services by combining public and private
services under one roof. It serves as a single point of access to electronic services and
information provided by the government or authorized agencies. One-stop shops enable
governments to reform by identifying the primary issue that needs to be addressed. This
identification will influence the order and participation of state agencies in the implementation of
one-stop shops, whether to combat corruption, improve rural access to services, or improve
administrative efficiency. According to Albania (2018), it has the potential to increase the
efficiency of local service delivery. It can improve local democracy by promoting citizen-led
governance and participatory decision-making Interactions between businesses and citizens
with governments are becoming more complex. This is simply a reflection of economic realities
as businesses, citizens, and governments become more interconnected. Both domestically and
internationally. Governments, on the other hand, can unnecessarily stifle growth opportunities
when the interface with businesses and citizens is disconnected or cumbersome. In an effort to
address this issue, governments have implemented one-stop shops to reduce transaction costs
Sudnitskaya (2020). For the benefit of citizens, the government can use the one- stop shop
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model to improve and streamline service delivery, particularly for business agencies Kircher
(2019). The most common problems encountered by government services are graft and
corruption, resulting in subpart service delivery Toole (2018).
The difficulties in establishing, operating, and reviewing the model conflict with the challenges
of establishing a one-stop shop. It has been announced in a number of countries as part of this
overall strategy. Digitalization of public services through one-stop shops is becoming
increasingly popular around the world. Citizens can now access a variety of government
services under one roof, whereas before they had to visit multiple government offices. It is
primarily a business-type style of service delivery in a modern physical format Fredriksson
(2020). However, keep in mind that one-stop shops have limitations. They cannot, for example,
fix laws that are redundant, unnecessary, or poorly understood or enforced. Slow turnaround
times in service delivery, substandard service quality, issues with staff attitude in government
institutions, and corruption cases in government services are all challenges in Kenya Wuruhia
(2018). Meanwhile, the implementation of doing business law in Malaysia has a positive
outcome. It has become one of the most popular business investment destinations Gaano-a
and Chea (2021). Furthermore, delivering e-services under the OSS model has been quite
successful in Bangladesh. The time, cost, and number of visits for the services provided by
these centers have been significantly reduced, both at the rural, suburban, and urban levels of
the country. The faster these centers can provide their services, the more convenient life will be
Swottw3 (2019). Kircher (2019) points out that to implement the concepts one-stop shop or no-
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stop shop an investigation on public services needs to be carried out. This is because public
services and their delivery processes are the objects being transformed through the e-
government concepts.
The Implementation of business one-stop shop in the Philippines has been signed by
President Rodrigo Roa Duterte in Republic Act No. 11032, also known as the “Ease of Doing
Business and Efficient Government Service Delivery Act of 2018”. The Department of Trade
and Industry (DTI) and the Anti-Red Tape Authority (ARTA) are the government agencies
tasked with overseeing and monitoring the implementation of business one-stop shops. The law
includes provisions for a single unified business application form, a one-stop shop, online
registration for businesses, standardized deadlines for government transactions, the creation of
a citizen’s charter, and an anti-corruption policy Guerrero (2020). The law requires all Local
Government Units (LGUs) to establish a business one-stop shop for business licenses and
permit renewals, with the goal of expediting permit processing for individuals or businesses
operating businesses Umali (2019). The evidence on the effectiveness of the anti-corruption
campaign is weak, and the anti-fixing campaign has no correlation with client satisfaction.
Technology investments and inter-agency collaboration are also lacking. Furthermore, frontline
government employees hope that their own satisfaction, motivation, and welfare can be better
accounted for in future implementation of the Ease of Doing Business and Efficient Government
Service Act Romero et al (2019) and Llamo and Heros 2023). However, On July 19,the law also
mandated the creation of the Electronic Business One-Stop Shop (BOSS). This is supposed to
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automate business permitting and licensing systems, allowing LGUs to issue tax bills, orders of
payment, and permits. Licenses and clearances and accept applications and payments
electronically. But as of March 2022, only 31 percent of LGUS have or are close to having their
BOSS operations set up for faster business permitting. Only 13 percent of the Philippines’ 1,634
LGUs have it up and running. Earlier this year, the country had seen recent improvement in its
internet speed ranking after JMC No. 01 s. 2020 significantly shortened the processing time of
telco permit and licenses from eight months to just 16 days. It also downsized documentary
requirements from 86 to 35 and reduced 13 permits to eight De Guzman (2023).
Synthesis
The one-stop shop model, such as business one-stop shop, plays their role in
eliminating red tape, providing high-quality services, and addressing graft and corruption. The
business one-stop shop focuses on helping governments speed up the processing of permits
for individuals operating businesses, which can entice them to open up and operate a business.
Moreover, the digitalization of the business one-stop shop also gained a positive impact. The
transactions with government offices are further facilitated by incorporating digital technology
with simplified and streamlined processes. The business registration process is faster and more
efficient. The time, cost, and number of visits for the services provided by the business one-stop
shop have been significantly reduced. Business owners can now process their business-
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related transactions without worrying about the time they will spend on lining, the number of
needed documents, or the cost of transactions.
Despite the digitalization, governments also encountered problems such as technology
investments and inter-agency collaboration that were lacking, poorly understood, or enforced.
However, the digitalization of business one-stop shop is hampered by the government’s
adherence to the law. To overcome these challenges, the implementing agencies mandate the
creation of an authority that will conduct monthly inspections to monitor and validate the
compliance of Local Government Units (LGUS) in the country, Giving businesses a place to do
business is critical because it contributes significantly to economic growth and job creation. The
government finds a solution or provides information to problems that hinder business
operations. It is the only way to assist business owners in achieving their objectives and
desires.
Theoretical Foundation
The theoretical foundation of this study is Public Value Theory. It underlines the
positive outcomes and benefits that public services and policies provide to individuals,
communities, and society as a whole. The theory emphasizes the importance of considering
and incorporating the perspectives and interests of various stakeholders, including citizens,
communities, public officials, and other relevant actors: Evaluating how effectively and
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efficiently public services achieve desired social and societal goals is a key element of this
theory. Furthermore, it acknowledges and appreciates the active participation of citizens in
collaborating with service providers and other stakeholders to generate public value, particularly
in the stages of designing, delivering, and evaluating public services. Align with the theory, the
business one- stop shop is an implementation of an establishment and system designed to
provide convenience and efficiency to clients. The business one-stop shop aims to eliminate
bureaucratic red tape, prevent graft and corrupt practices, promote transparency, and enhance
the ease of doing business. It seeks to streamline the current systems and procedures of
government service. It affects the convenience and efficiency of service delivery for clients,
Public value theory and the business one-stop shop provide greater equity and access to
various services for clients, meeting their expectations for high-quality services that were
previously substandard.
Conceptual Framework
This study is about the implementation of Electronic Business one-stop shop to service
delivery at District 3, Manila. The business one-stop shop was established through the
implementation of RA 11032, the act that enhanced government service delivery and ease of
doing business in the country. The study is conducted in District III, Manila. The respondents
are business owner’s residents of above-mentioned locality. The researchers conducted this
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study using a descriptive method. In line with this, the research tool for the study will be a series
of questionnaires designed to collect data from respondents. This study also employs the quota
sampling technique.
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Figure 1
Paradigm of the study
Input Process Output
• Research Design
• Demographic profile of
the respondents; age,
gender, monthly income, -Descriptive Method
• Launch awareness
and type of service. campaigns to inform
• Sample Technique business owners about
• The level of awareness
the benefits of using the
of business owners at
electronic platform and
District III to Electronic -Quota Sampling
encourage its adoption
Business One Stop Shop.
and provide
• The level of satisfaction • Research Instrument comprehensive training
of Business owners to materials and support to
services offered by - Questionnaire guide businesses
Electronic Business One through the electronic
Stop Shop. processes, ensuring
- Rating scale they can easily navigate
• The problems the platform.
encountered by business • Statistical Treatment
owners at District III to the
implementation of
Electronic Business One - Likert’s scale
Stop Shop.
- Percentage
• The effect of Electronic
Business One Stop
Shop to service delivery. - Weighted Mean
• Policy formulated from

the field of Public
Administration.
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Definition of Terms
The following terms are defined in the context of this study to aid comprehension:
 Anti- Red Tape Authority (ARTA) – The government agency responsible for validating
the compliance of Manila City Government to R.A. 11032.
 Clients – It refers to business owners who use and register at electronic Business One
Stop Shop (e-BOSS).
 Department of Trade and Industry – The government agency responsible for fast
resolution of clients concerns.
 District 3 of Manila – It refers to a specific area in Manila and the locale of the study.
 Electronic Business One Stop Shop (e-BOSS) – A single online website designated for
the Business Permit and Licensing System (BPLS) of an LGU.
 Republic Act No. 11032 – An act enhancing the delivery government services and ease
of doing business in the Philippines.
 Service – It refers to useful labor that does not produce tangible commodities and
assistance provided by electronic Business One Stop Shop.
 Service Delivery – It refers to the electronic Business One Stop Shop (e-BOSS) service
method to its clients.
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CHAPTER 3
Methodology
This chapter discusses the method that has been used in this study. This includes the
research design, research locale, sample and sampling technique used, research instrument
validity and reliability testing, data gathering procedures, statistical analysis, and ethical
considerations followed by the researchers.
Research Design
The researchers used a descriptive method in the conduct of this study. Descriptive
research is defined as fact-finding studies that yield sufficient and reliable results. It provides an
explanation of what is and explains what is real, including circumstances, events, and
phenomena relevant to the study.
This study used a descriptive design in data gathering as it assist researchers in
pinpointing characteristics within intended population. The goal of descriptive research is to
precisely and methodically characterize a population, circumstance, or phenomenon. It can
respond to inquiries about what, where, when, and how. It can look into one or more variables
using a wide range of research techniques. The researcher merely observes and measures the
variables without exerting any control or manipulation over them.
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To put it simply, the descriptive method was used in this study as it aligned with the
research’s main objective of gathering relevant information regarding the present state of the
Implementation of electronic Business one stop shop (e-BOSS) to service delivery at District III,
Manila.
Research Locale
The study is conducted in District III, Manila. The respondents are business owner’s
residents of above-mentioned locality. There are one thousand five hundred twenty (1,520) new
businesses registered at electronic Business One Stop Shop (e-BOSS) as of 2023 based on
the certificate issued by the chief of Electronic Data Processing Services. The sample size is
ascertaining to be one hundred to one hundred fifteen (100-115) using actual quota sampling.
Sample and Sampling Technique
The researchers used a quota sampling technique in the conduct of this study. It is one
of the non-probability sampling techniques in which the researcher creates a sample made up
of individuals who accurately reflect the population.
The researchers used quota sampling because it aims to accurately represent the
target population and obtain the best representation of respondents in the final sample.
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Moreover, quota sampling is non-probability sampling means that researchers
subjectively choose the sample instead of random selection, so not all population members
have an equal chance of participating. Thus, the researchers concluded that it is the most
appropriate and feasible in the study.
Research Instrument
The questionnaires is a written series of questions designed to collect information from a
respondent. It consists of targeted questions designed to gain insight into a subject from the
viewpoint of the participants.
The research tool for the study will be a series of questionnaires designed to collect data
from the respondents. The easiest approach to collect data is through questionnaires.
Additionally, it only requires a set of questions written on a sheet of paper, it is less expensive
than any other data collection tool. We utilize it solely because the respondents can easily read
the questions, write their answers, and respond because they are familiar with the format.
Data Gathering Procedures
The following are the procedures that the researchers used to gather the data needed
for the study. The different processes are as follows:
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 First, the researcher proposed a topic regarding electronic Business One stop shop (e-
BOSS).
 Second, the researchers headed to Electronic Data Processing Department at Manila
City hall to find out if electronic business one stop shop is being implemented in the
area.
 Third, after the topic was approved and the program was ascertained, the researchers
went to libraries to look for articles, literatures, and studies relevant to the topic. The
researchers also used websites to look for references.
 Fourth, the gathered literature and studies were handed to the professor for checking. It
was validated on whether each documents were adequate and relevant to the topic.
 Fifth, the researchers formulated a letter and emailed Electronic Data Processing.
 Sixth, the research formally get the total numbers of business owners that is registered
at electronic Business One stop shop during 2022-2023.
 Seventh, after obtaining the total population, the researcher’s measured the sample
size with the use of actual quota sampling.
 Eighth, the researchers formulated a questionnaire regarding the specific questions
under the statement of the problem.
 Ninth, after the questionnaire was validated and approved, the researchers seek
permission to conduct the survey from the chief of Electronic Data Processing
Department.
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 Tenth, the researchers gathered data through the distribution of survey questionnaires
to the business owners of District III, Manila.
 Eleventh, the data gathered was tabulated, analyzed, and interpreted.
 Lastly, the researchers framed a conclusion and recommendations based on the
summary of findings.
Statistical Treatment of Data
After gathering all the completed data, several methods was used to determine the
Implementation of Electronic Business One stop shop to Service Delivery at District III, Manila.
1. Likert’s Scale
Scale Range Interpretation
4 3.26 – 4.00 Highly aware
3 2. 51 – 3.25 Moderately aware
2 1.76 – 2.0 Slightly aware
1 1.00 – 1.75 Not aware
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4 3.26- 4.00 Highly satisfied
3 2.51- 3.25 Moderately satisfied
2 1.76- 2.50 Slightly satisfied
1 1.00-1.75 Not satisfied
4 3.26- 4.00 Highly serious
3 2.51- 3.25 Moderately serious
2 1.76- 2.50 Slightly serious
1 1.00-1.75 Not serious
4 3.26- 4.00 High effect
3 2.51- 3.25 Moderate effect
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2 1.76- 2.50 Slight effect
1 1.00-1.75 No effect
2. Percentage
Formula:
f
x1
n
f = frequency
n = total numbers of respondents
3. Weighted Mean
Formula:
wx=
∑ wx = ∑ wx
wx n
Where:
wx = is the weighted mean
w = weight of x
∑ wx =the sum of weight of x’s and f’s
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∑ w =sum of weight of x
Ethical Consideration
A set of guiding principles for your research designs and procedures are known as
ethical considerations. Informed consent, anonymity, confidentiality, potential for harm, results
communication, and voluntary involvement are some of these guiding principles.
Consideration is crucial in research because it fosters mutual respect, accountability, and
trust among researchers. Additionally, it directs the researchers in tackling problems that run
counter to the stated tenets. This helped the researcher distinguish between appropriate and
inappropriate behavior and stop the creation of fabricated data. It seeks to encourage research
that is truthful and dedicated to the pursuit of knowledge. The researchers treat everyone
equally and without prejudice. The study also ensured that the agency’s collected documents
and the respondent profile will remain anonymous. All correspondence pertaining to the
research is carried out in an open and sincere manner. Furthermore, research guaranteed that
all information would be kept completely confidential and used exclusively for scholarly
purposes.
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CHAPTER 4
Results and Discussion
This chapter presents and analyzes the data gathered from the respondents in
accordance with the statement of the problem in chapter 1 of the study. The presentation of
data is in tabular form, along with their corresponding interpretation.
1. Demographic Profile of the Respondents
Table 1.1
(f) (%) R
18 – 25 years old 34 34.00% 1
26 – 30 years old 24 24.00% 2
31 – 40 years old 21 21.00% 3
41 – 50 years old 16 16.00% 4
51 year old and above 5 5.00% 5
Total 100 100.00

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Profile of the Respondents According to Age
Legend : f – Frequency
% – Percentage
R – Rank
Table 1.1 shows the frequency and percentage distribution of respondents according to
age. 34 or 34.00% aged 18-25 years old; 24 or 24.00% aged 26-30 years old; 21 or 21.00%
aged 31-40 years old; 16 or 16.00% aged 41-50 years old; and 5 or 5.00% aged 51-year-old
and above.
Table 1.2
Profile of the Respondents According to Gender
(f) (%) R
Female 53 53.00% 1
Male 47 47.00% 2
Total 100 100.00
%
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% – Percentage
R – Rank
gender. 53 or 53.00% business owners are female and 47 or 47.00% business owners are
male.
Table 1.3
Profile of the Respondents According to Monthly Income
(f) (%) R
1,000 – 10,000 41 41.00% 1
11,000 – 20,000 27 27.00% 2
21,000 – 30,000 24 24.00% 3
31,000 – 40,000 7 7.00% 4
41,000 – 50,000 1 1.00% 5
51,000 above 0 0.00% 6
Total 100 100.00%
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% – Percentage
R – Rank
monthly income. 41 or 41.00% of the respondents earns a monthly income of 1,000-10,000; 27
or 27.00% earns a monthly income of 11,000-20,000; 24 or 24.00% earns a monthly income of
21,000-30,000; 7 or 7.00% earns a monthly income of 31,000-40,000; 1 or 1.00% earns a
monthly income of 41,000-50,000.
Table 1.4
Profile of the Respondents According to Types of Service
(f) (%) R
Business permit 100 39.68% 1
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Business registration 100 39.68% 1
Business Tax 52 20.64% 2
Total 252 100.00
% – Percentage
R – Rank
types of service. 100 or 39.68% of the respondents used electronic business one stop shop to
avail business permit; 100 or 39.68% used electronic business one stop shop to registered their
business; and 52 or 20.64% used electronic business one stop shop to pay their business tax.
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2. Level of awareness of business owners to electronic business one stop shop
Table 2
level of awareness of business owners to electronic business one stop shop
x̄ Int.
Information on the service provided by electronic 3.00 M.A
business one stop shop (e-BOSS).
Poster about graft and corrupt on the digital portal and 2.93 M.A
office of electronic business one stop shop (e-BOSS).
Clear set of instructions for proper usage of electronic 2.86 M.A
business one stop shop (e-BOSS).
The program rules and regulations. 2.87 M.A
Total 2.91 M.A

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Legend : x̄ – Weighted Mean
Int. – Interpretation
M.A – Moderately Aware
Table 4 shows the problems encountered by business owners with the implementation of
an electronic business one-stop shop. Unavailability of resources caused by circumstances on
the digital portal that are beyond the control of the department has a weighted mean of 3.11;
worries about the security of sensitive business information submitted through the e-BOSS can
be a valid concern has 3.02; sufficient assistance or guidance from e-BOSS staff can be a
barrier for business owners has 3.00; and the occurrence of fixers 3.01. All statements are
interpreted as moderately aware, with a total weighted mean of 3.04.
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3. Level of satisfaction of business owners to services offered by electronic business one
stop shop
Table 3
Level of satisfaction of business owners to services offered by electronic business one stop
shop
x̄ Int.
Filing and issuance of documents. 3.28 H.S
Time to conduct the process. 3.07 M.S
Service to everyone without discrimination. 3.03 M.S
Provide information about process step, forms 3.06 M.S
require, and personnel in-charge.
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Total 3.11 M.S
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M.S – Moderately Satisfied
H.S – Highly Satisfied
Table 3 shows the level of satisfaction of business owners with the services offered by
an electronic business one-stop shop. Filing and issuance of documents has a weighted mean
of 3.28, which is interpreted as highly satisfied; time to conduct process has a mean of 3.07;
service to everyone without discrimination has a mean of 3.03; providing information about
process steps, forms, and personnel in charge has a mean of 3.06. All statements are
interpreted as moderately satisfied, with a total weighted mean of 3.11.
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4. Problems encountered by business owners to the implementation of electronic business
one stop shop
Table 4
The problems encountered by business owners to the implementation of electronic business one
stop shop
x̄ Int.
Unavailability of resources caused by circumstances on digital portal that 3.11 M.S
is beyond control of department.
Worries about the security of sensitive business information submitted 3.02 M.S
through the e-BOSS can be a valid concern.
Sufficient assistance or guidance from e-BOSS staff can be a barrier for 3.00 M.S
business owners.
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The occurrence of fixers. 3.01 M.S
Total 3.04 M.S
M.S – Moderately Serious
Table 4 shows the problems encountered by business owners to the implementation of electronic
business one stop shop. Unavailability of resources caused by circumstances on digital portal
that is beyond control of department has a weighted mean of 3.11; worries about the security of
sensitive business information submitted through the e-BOSS can be a valid concern has 3.02;
and sufficient assistance or guidance from e-BOSS staff can be a barrier for business owners
has 3.00; the occurrence of fixers has 3.01. All statements are interpreted as moderately aware
with a total weighted mean of 3.04.
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5. Effect of electronic business one stop shop to service delivery
Table 5
The effect of electronic business one stop shop to service delivery
x̄ Int.
Enhancement of service delivery in public sectors. 3.16 M.E
Smooth transactions. 3.18 M.E
Faster and more accessible services can contribute to the growth of 2.97 M.E
businesses.
It reduces bureaucratic hurdles and paperwork. 2.82 M.E
Businesses can save time by not having to navigate multiple 2.98 M.E
agencies or department.
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No delay through online provision by e-BOSS. 3.14 M.E
Total 3.04 M.E
Legend : x̄ – Weighted mean
M.E – Moderate Effect
Table 5 shows the effect of electronic business one stop shop to service delivery.
Enhancement of service delivery in public sectors has a weighted mean of 3.16; smooth
transactions has 3.18; faster and more accessible services can contribute to the growth of
businesses has 2.97; it reduces hurdles and paperwork has 2.82; businesses can save time by
not having to navigate multiple agencies or department has 2.98; and no delay through online
provision by electronic business one stop shop has 3.14. All statements are interpreted as
moderate effect with a total mean of 3.04.
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CHAPTER 5
Summary of Findings, Conclusions, and Recommendations
This chapter presents the summary of findings, conclusions, and recommendations
based on the gathered data.
Summary of findings
1. The demographic profile of the respondents shows that 34 or 34.00% are aged 18-24;
53 or 53.00% are female while 47 or 47.00% are male; 41 or 41.00% earns a monthly
income of 1.000-10,000 and 209 or 100 or 100.00% availed business permit and
business registration through electronic business one stop shop.
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2. Information on the service provided by electronic business one stop shop got the highest
weighted mean of 3.00 followed by poster about graft and corrupt on the digital portal
and office of electronic business one stop shop; the program rules and regulations; and
clear set of instructions for proper usage of electronic business one stop shop. All
statements got a weighted mean between 2.86 to 3.00 and interpreted as moderately
aware.
3. Filing and issuance of documents got the highest weighted mean of 3.28 which
interpreted as highly satisfied. While, time to conduct the process; provide information
about process step, forms requires, and personnel in-charge; and service to everyone
without discrimination ranges between 3.03 to 3.07 and interpreted as moderately
satisfied.
4. All of the statements got a weighted mean between 3.00 to 3.11 and interpreted as
moderately serious. Unavailability of resources caused by circumstances on digital portal
that is beyond control of department got the highest mean followed by worries about the
security of sensitive business information submitted through the electronic business one
stop shop can be a valid concern; occurrence of fixers; and sufficient assistance or
guidance from electronic business one stop shop staff can be a barrier for business
owners.
38
SAC
NAHON ET AL.
5. All of the statements got a weighted mean between 3.00 to 3.11 and interpreted as
moderately serious. Unavailability of resources caused by circumstances on digital portal
that is beyond control of department got the highest mean followed by worries about the
security of sensitive business information submitted through the electronic business one
stop shop can be a valid concern; occurrence of fixers; and sufficient assistance or
guidance from electronic business one stop shop staff can be a barrier for business
owners.
Conclusions
Based on the findings, the following conclusions were drawn.
1. Most respondents are female, aged 18-25, and they used electronic business one stop
shop to get their business permit and business registration with a monthly income of
1,000-10,000.
2. The respondents are moderately aware about the electronic business one stop shop.
They are mostly aware of the information on the service provided by electronic business
39
SAC
NAHON ET AL.
one stop shop and least aware to clear set of instructions for proper usage of electronic
business one stop shop.
3. The business owners are moderately satisfied with the services offered by electronic
business one stop shop. They are mostly satisfied with the filling and issuance of
documents and least satisfied with the service to everyone without discrimination.
4. The problems encountered by business owners to the services offered by electronic
business one stop shop are moderately serious. The most common problem is the
unavailability of resources caused by circumstances on digital portal that is beyond
control of department and the least problem is the occurrence of fixers.
5. Electronic business one stop shop has a moderate effect on the service delivery in
District III, Manila. Smooth transactions and enhancement of service delivery in public
sectors has the most effect and it reduces bureaucratic hurdles and paperwork and
faster and more accessible services can contribute to the growth of businesses has the
least effect.
Recommendation
Based on the conclusion, the researchers recommend the following. The Department of
Trade and Industry, along with the Department of Technology and Communication Information,
must provide comprehensive training materials and support to guide businesses through the
electronic processes and guarantee that they can easily navigate the platform. Furthermore,
40
SAC
NAHON ET AL.
they must launch awareness campaigns to educate business owners about the benefits of
using the electronic platform, encourage adoption, and ensure that the platform is mobile-
friendly, allowing business owners to easily access and complete transactions from their
smartphones. They must also perform regular updates and maintenance to ensure the
platform’s security, reliability, and compatibility with evolving technologies, as well as implement
strong data security measures to protect sensitive information submitted by businesses,
instilling trust in the platform. Overall, based on the results, there is no need to amend the law
or formulate a new policy, but a feedback mechanism is a huge help in improving their services
because it allows users to share their experiences and suggestions, allowing for continuous
platform improvement based on user input. Lastly, future researchers are encouraged to use
this study as a guide in pursuit of a deeper investigation of the topic.
41
SAC
NAHON ET AL.
42
SAC
NAHON ET AL.
CURRICULUM VITAE
Kathleen Mae V. Sacnahon
43
SAC
NAHON ET AL.
ksacnahon@gmail.com
1037 Macaraig St. Sampaloc, Manila
09055-376-642
Objective: To build a long-term successful career in public administration while expanding my knowledge
in this field through opportunities.
Educational Background
Tertiary : Universidad de Manila
2020-present
Secondary : Universidad de Manila
2018-2020
Esteban Abada High School
2014-2018
Primary : Dr. Alejandro Albert Elementary School
2008-2014
______________________
Kathleen Mae V. Sacnahon
CURRICULUM VITAE
Niño T. Loterte
44
SAC
NAHON ET AL.
ninoloterte85@gmail.com
845 Elcano St. Binondo, Manila
0950-209-3175
Objective: To be a part of prestigious company and to obtain the challenging position that will allow me
to achieve a high level of success both for my company and ability.
Tertiary : Universidad De Manila
2020-present
Secondary : Philippine College of Criminology Senior High
2018-2020
Jose Abad Santos High school
2014-2018
Primary : Pedro Guevara Elementary School
2008-2014
_____________
Nino T. Loterte
CURRICULUM VITAE
Hector Yan M. Matta
45
SAC
NAHON ET AL.
Hectormatta838@gmail.com
1326 Kalimbas st Sta Cruz Manila
Objective: I aim to join a renowned organization and secure a challenging role that enables me to
contribute significantly to the success of the company and showcase my abilities.
Tertiary : Universidad De Manila
2020-present
Secondary : Philippine College of Criminology Senior High
2018-2020
Doña Teodora Alonzo High School
2014-2018
Primary : Francisco Balagtas Elementary School
2008-2014
_________________
Hector Yan M. Matta
46

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Universidad de Manila

College of Arts and Sciences

THE IMPLEMENTATION OF ELECTRONIC BUSINESS ONE STOP SHOP TO SERVICE

DELIVERY AT DISTRICT III, MANILA

An Undergraduate Thesis Presented to College of Arts and Sciences

Department of Public Administration

In Partial Fulfilment of the Requirements for the Degree of

Bachelor in Public Administration

Sacnahon, Kathleen Mae V.

Matta, Hector Yan M.

1. To know the awareness of business owners to the implementation of Business One

Statement of the Problem

1. What are the demographic profile to the respondents? In terms of:

1.3 Monthly Income

1.4 Type of Service

by Business One Stop Shop?

implementation of Business One Stop Shop?

5. What is the effect of Business One Stop Shop to service delivery?

6. What policy may be formulated from the field of public administration?

Significance of the Study

The research focuses on the implementation of Electronic business one-stop shop to

compliance of Manila City government on Republic Act. 11032.

environment to deliver a more convenient services.

and to further improve the program.

services entailed under the Republic Act. 11032.

 Lastly, future researchers can use this as a reference.

Scope and Limitations

The primary purpose of the study is to determine the implementation of Electronic

respondent of the study.

Review of Related Literatures and Studies

boosting the government’s economic development efforts. It was designed to be a one-stop

the government is to provide high-quality services that meet clients’ expectations. In

If governments establish an electronic business one-stop shop, the business registration

information provided by the government or authorized agencies. One-stop shops enable

governance and participatory decision-making Interactions between businesses and citizens

corruption, resulting in subpart service delivery Toole (2018).

overall strategy. Digitalization of public services through one-stop shops is becoming

primarily a business-type style of service delivery in a modern physical format Fredriksson

requirements from 86 to 35 and reduced 13 permits to eight De Guzman (2023).

needed documents, or the cost of transactions.

Despite the digitalization, governments also encountered problems such as technology

However, the digitalization of business one-stop shop is hampered by the government’s

government finds a solution or provides information to problems that hinder business

theory. Furthermore, it acknowledges and appreciates the active participation of citizens in

business one- stop shop is an implementation of an establishment and system designed to

Paradigm of the study

Input Process Output

• Policy formulated from

the compliance of Manila City Government to R.A. 11032.

Stop Shop (e-BOSS).

resolution of clients concerns.

the Business Permit and Licensing System (BPLS) of an LGU.

of doing business in the Philippines.

assistance provided by electronic Business One Stop Shop.

method to its clients.

considerations followed by the researchers.

phenomena relevant to the study.

This study used a descriptive design in data gathering as it assist researchers in

pinpointing characteristics within intended population. The goal of descriptive research is to

precisely and methodically characterize a population, circumstance, or phenomenon. It can

variables without exerting any control or manipulation over them.

Sample and Sampling Technique