ETHICS

IN
P U B L I C A D M I N I S T R AT I O N
B Y: A M A C I O , L A B Y M AY
B A B A S A , A LVA V.
BORREZ, VIA B.
 ORIGIN OF ETHICS
• E T H I C S O R I G I N AT E D F R O M VA R I O U S C U LT U R E S A N D C I V I L I Z AT I O N S . T H AT I S W H Y I T I S N O T A C O M M O N C O D E
O F L AW F O R A L L N AT I O N S .

• T H E S E S I T U AT I O N S O R C O N D I T I O N S C O N T I N U E E V E N A F T E R T H E B I G G E R S O C I E T I E S F O R M E D T H E M S E LV E S
I N T O S TAT E S .

• AT A L AT E R S TA G E O F D E V E L O P M E N T, P E O P L E D I S C O V E R E D T H AT S O M E A C T I O N S A R E G O O D , A N D S O M E A R E
BAD OR WRONG.

• E T H I C S , T H E R E F O R E , O R I G I N AT E D F R O M P E O P L E A S K I N G Q U E S T I O N S A N D W O N D E R I N G A B O U T T H E A C I V I T I E S
AROUND THEM.

• F O R E X A M P L E , T H E I D E A O F K I L L I N G A N D P R O T E C T I N G O N E ’ S C O U N T R Y F R O M E N E M Y.

• E T H I C A L T H E O R I E S A R E P R O D U C T S O F T H E I R O W N T I M E . T H E Y A R I S E B E C A U S E P E O P L E A R E N O T S AT I S F I E D
EITHER WITH THEIR PERSONAL LIVES OR WITH THE WORLD IN WHICH THEY LIVE.

• P H I L O S O P H I C A L E T H I C S B E G A N T O D E V E L O P W I T H P L AT O ( C . 4 2 9 - 3 4 7 B C ) , W H O H E L D T H E V I E W T H AT I F A
P E R S O N K N O W S W H AT T H E G O O D L I F E I S , H E O R S H E W I L L N O T A C T I M M O R A L LY.

• ARISTOTLE (C.384-322 BC) ADOPTS A SCIENTIFIC OR AN IMPERICAL APPROACH TO ETHICS. HIS ANSWER TO
W H AT I S T H E G O O D L I F E F O R A M A N I S “ I T I S A L I F E O F H A P P I N E S S . H I S E T H I C A L P H I L O S O P H Y I S R E F E R R E D
TO AS VIRTUE ETHICS.
 DEFINITION OF ETHICS
• E T H I C S WA S D E R I V E D F R O M A N A N C I E N T G R E E K W O R D , “ E T H O S ” W H I C H M E A N S H A B I T O R C U S T O M .

• E T H I C S I S K N O W N A S A M O R A L P H I L O S O P H Y.

ETHICS

• I S A B R A N C H O F P H I L O S O P H Y T H AT I S C O N C E R N E D W I T H H U M A N C O N D U C T

• I T C O N S I S T S O F C O N D U C T O F H U M A N B E I N G S L I V I N G I N A S O C I E T Y.

• I T S T U D Y W H AT M O R A L LY I S R I G H T O R W R O N G , W H I C H D E F I N E H O W I N D I V I D U A L S C H O O S E T O I N T E R A C T W I T H O N E A N O T H E R .

• I T I S A S E T O F S TA N D A R D S T H AT S O C I E T Y P L A C E S O N I T S E L F A N D W H I C H H E L P T O G U I D E B E H AV I O R , C H O I C E S A N D A C T I O N S .

T H E A P P R O A C H E S T O E T H I C S A N D T H E M E A N I N G S O F R E L AT E D C O N C E P T S H AV E VA R I E D O V E R T I M E A M O N G P H I L O S O P H E R S

• A S A P H I L O S O P H I C A L D I S C I P L I N E O F S T U D Y:

• I T I S A S Y S T E M AT I C A P P R O A C H T O U N D E R S TA N D I N G , A N A LY Z I N G A N D D I S T I N G U I S H I N G M AT T E R S O F R I G H T A N D W R O N G ,
G O O D A N D B A D , A S T H E Y T E L AT E T O T H E W E L L - B E I N G O R A N D T H E R E L AT I O N S H I P S A M O N G H U M A N B E I N G S .

• E T H I C S I S A N A C T I V E P R O C E S S R AT H E R T H A N A S TAT I C C O N D I T I O N :

• B E C A U S E E VA L U AT I O N S G E N E R AT E D T H R O U G H T H E P R A C T I C E O F E T H I C S R E Q U I R E S A B A L A N C E O F E M O T I O N S A N D
REASONS.
 IMPORTANCE OF ETHICS IN PUBLIC ADMINISTRATION

T HE I M P O RTANC E O F E T H I CS I N A DM I NI S T RAT I O N CAN BE E X P L A I NE D I N T H E F O L L O W I N G

M AN NE R :

 TO CH E CK T HE A RB I T RA RY A CT I O N S O F CI V I L S E RVAN T S

 TO P RO M O T E T H E S E NS E O F A DM I N I S T RAT I V E R E S P O NS I BI L I T Y

 TO E S TABL I S H A ND P RO M O T E T H E G O O D RE L AT I O N S B E T W E E N T H E CI T I Z E N A ND CI V I L
S E RV I CE

 TO P RE S E RV E AN D P R O M O T E S O CI A L W E L L B E I NG , P U BL I C I NT E RE S T, A ND CO M M O N G O O D

 TO CO NT R O L T HAT PAR T O F AD M I NI S T R AT I V E P O W E R AND DI S CRE T I O N W H I CH CAN NO T B E

CO N T RO L L E D BY F O RM A L L AW S M E T HO DS AN D P R O CE D URE S

 TO I M P RO V E T HE E F F I CI E NCY AND E F F E C T I V E N E S S O F ADM I N I S T R AT I V E P R O CE S S

 TO S T RE NG T HE N T HE L E G I T I M AC Y AN D C RE D I BI L I T Y O F P UBL I C A DM I NI S T RAT I O N

 TO F O S T E R AND M AI N TA I N H I G H M O RAL S AM O NG A L L CAT E G O RI E S O F CI V I L S E RVAN T S

 TO CO NT R O L C O RRU P T I O N W HI C H H AS I N CR E AS E D DR AM AT I C AL LY, M O S T LY BY P O L I T I CAL

CL A S S .
 DETERMINANTS OF ETHICS IN PUBLIC ADMINISTRATION
E T H I C S I N G O V E R N A N C E ( A D M I N I S T R AT I V E E T H I C S ) H A S E V O LV E D O V E R A L O N G P E R I O D O F T I M E A N D I S I N F L U E N C E D D U R I N G I T S
N U R T U R A N C E A N D G R O W T H B Y A VA R I E T Y O F FA C T O R S . T H E S E A R E A S F O L L O W S ;

H I S T O R I C A L FA C T O R S – T H E L O N G L E G A C Y O F U N E T H I C A L P R A C T I C E S I N G O V E R N A N C E I S L I K E LY T O E N H A N C E T H E T O L E R A N C E
L E V E L F O R A D M I N I S T R AT I V E I M M O R A L I T Y. P R E C E D E N T S A N D T R A D I T I O N S S E T B Y T H E T O P A D M I N I S T R AT O R S , M I N I S T E R S A N D
L E G I S L AT O R S A L S O P L AY A N I M P O R TA N T R O L E .

S O C I O - C U LT U R A L FA C T O R S – T H E A D M I N I S T R AT I V E C L A S S E M E R G E S F R O M T H E S O C I E T Y I T S E L F. N AT U R A L LY, S O C I E TA L M O R A L I T Y
A R E L I K E LY T O B E R E F L E C T E D I N T H E C O N D U C T O F A D M I N I S T R AT O R S .

L E G A L - J U D I C I A L FA C T O R S – A N E AT LY F O R M U L AT E D L AW, W I T H A C L E A R S T R E S S O N T H E N O R M S O F FA I R C O N D U C T A N D H O N E S T Y, I S
L I K E LY T O D I S T I N G U I S H C H A F F F R O M G R A I N I N T H E E T H I C A L U N I V E R S E .

P O L I T I C A L FA C T O R S – T H E P O L I T I C A L L E A D E R S H I P I S P E R H A P S T H E S I N G L E M O S T P O T E N T I N F L U E N C E O N T H E M O R E S A N D VA L U E S
O F C I T I Z E N S . T H E A D M I N I S T R AT I V E S Y S T E M C A N N O T R E M A I N I M M U N E T O T H E L E V E L S O F P O L I T I C A L M O R A L I T Y A S C A N B E S E E N I N
T E R M S O F C R I M I N A L I S AT I O N O F P O L I T I C S A N D P O L I T I C I S AT I O N O F B U R E A U C R A C Y.

E C O N O M I C FA C T O R S – T H E L E V E L O F E C O N O M I C D E V E L O P M E N T O F A C O U N T R Y I S L I K E LY T O H AV E A P O S I T I V E C O R R E L AT I O N W I T H
T H E L E V E L O F E T H I C S I N T H E G O V E R N A N C E S Y S T E M . A L O W E R L E V E L O F E C O N O M I C D E V E L O P M E N T M AY T E M P T T H E L E S S
PRIVILEGED SECTIONS OF SOCIETY TO FORSAKE PRINCIPLES OF HONEST CONDUCT WHILE FULFILLING THEIR BASIC NEEDS OF
E X I S T E N C E A N D S E C U R I T Y.
 SALIENT ASPECTS OF ETHICS IN PUBLIC ADMINISTRATION

I NT E G RI T Y – A N AD M I NI S T RATO R W O U L D U NDE RTA KE AN ADM I N I S T R AT I V E A CT I O N O N T HE

BA S I S O F H O NE S T Y AND NO T U S E H I S P O W E R , P O S I T I O N AN D DI S CR E T I O N TO S E RV E HI S
P E R S O NA L I NT E R E S T A ND T HE I L L E G I T I M AT E I N T E RE S T S O F O T HE R I N DI V I D UA L S O R G RO U P S .

L E G A L I T Y AN D R AT I O N AL I T Y – A N AD M I NI S T RATO R W I L L F O L L O W T HE L AW A ND R UL E S T HAT
AR E F R AM E D TO G O V E R N A ND G U I DE VA RI O US CAT E G O RI E S O F P O L I C I E S A ND DE C I S I O NS . TO
E S TAB L I S H AND P R O M O T E T HE G O O D RE L AT I O NS B E T W E E N T H E C I T I Z E N AND CI V I L S E RV I C E

E X C E L L E N CE – A N AD M I NI S T RATO R W O U L D E N S UR E T H E HI G H E S T S TAN DAR DS O F Q U AL I T Y I N

AD M I NI S T RAT I V E DE C I S I O NS AND AC T I O N A ND W O UL D NO T CO M P R O M I S E W I T H S TAND AR DS
BE CAU S E O F C O NV E N I E NC E O R C O M P L AC E NC Y.

I M PAR T I AL I T Y – I T M E A NS ACT I N G S O L E LY A CC O R DI N G TO T H E M E R I T S O F T HE CA S E A ND
S E RV I NG G O V E R NM E N T S O F DI F F E RE N T P O L I T I C AL PAR T I E S A ND T HE G E N E RA L P UB L I C
E Q UA L LY W E L L . I M PAR T I AL I T Y O F T E N RE Q UI RE S P U BL I C S E RVAN T S TO RE F RAI N F RO M
O P I N I O N S , P O S I T I O N S O R A CT I O N S T HAT D E M O NS T RAT E A B I AS TO WA RD O R AG AI N S T A
PAR T I CU L AR P O L I T I CA L P RO G RA M .
 SALIENT ASPECTS OF ETHICS IN PUBLIC ADMINISTRATION

NE UT R AL I T Y – P O L I T I C AL NE UT R AL I T Y I S CRU CI A L I N A DE M O C RAT I C S E T U P F O R I N T E G RI T Y
T HE E F F I C I E NC Y O F AD M I NI S T R AT I O N. I T M E ANS T HAT T H E C I V I L S E RV I CE S HO UL D G I V E F R E E
AN D F R AN K AD V I C E TO T HE G O V E R NM E N T I M PAR T I AL LY. I T AL S O M E A NS T HE I M P L E M E N TAT I O N
O F T HE DE C I S I O NS O F T HE G O V E R NM E N T BY T H E C I V I L S E RVA NT S FA I T HF U L LY W H E T HE R
S U CH DE C I S I O NS W E RE I N C O N S O NA NCE W I T H T HE I R AD V I CE O R NO T.

DE DI C AT I O N TO P UB L I C S E RV I C E – S P I RI T O F S E RV I CE AN D S A CR I F I CE I S AN E S S E NT I A L
I NG R E DI E NT O F P U BL I C S E RV I CE S AND P U BL I C O F F I CI AL S S HO U L D F E E L I NS P I RE D T HAT T H E Y
AR E W O R KI NG F O R A NAT I O NA L CAU S E . A N AT T I T UDE O F DE D I CAT I O N TO T H E S E T G O A L S O F
O RG AN I S AT I O NS S HO U L D B E AN I ND I S P E N S AB L E T R AI T O F T H E P U BL I C O F F I CI AL S .

DE V O T I O N TO T HE DUT Y – A N AD M I NI S T RATO R W O U L D B E CO M M I T T E D TO HI S D UT I E S AN D
P E R F O RM H I S W O RK W I T H I NV O LV E M E N T, I NT E L L I G E NCE AN D D E DI C AT I O N. T H I S W O UL D
E N TAI L A R E S P E CT F O R T I M E , P U NCT U AL I T Y AND F UL F I L M E NT O F P R O M I S E S M A DE .

T RA NS PA RE N CY – A N AD M I NI S T RATO R W I L L M A KE DE C I S I O NS AND I M P L E M E NT T H E M I N A
T RA NS PA RE N T M AN NE R S O T HAT T HO S E A F F E C T E D B Y T HE DE C I S I O NS A ND W I S H TO
E VAL UAT E T H E I R RAT I O NA L E , W I L L B E A BL E TO UN DE RS TAND T HE RE A S O NS B E HI N D S UCH
DE CI S I O N S . .
 SALIENT ASPECTS OF ETHICS IN PUBLIC ADMINISTRATION

R E S P O N S I B I L I T Y A N D A C C O U N TA B I L I T Y – A N A D MI N I S T R ATO R W O U L D N O T H E S I TAT E TO A C C E P T
R E S P O N S I B I L I T Y F O R H I S D E C I S I O N S A N D A C T I O N S . H E W O U L D H O L D H I MS E L F MO R A L LY
R E S P O N S I B L E F O R H I S A C T I O N S A N D F O R T H E U S E O F H I S D I S C R E T I O N W H I L E MA K I N G D E C I S I O N S .
MO R E O V E R , H E W O U L D B E W I L L I N G TO B E H E L D A C C O U N TA B L E TO H I G H E R A U T H O R I T I E S O F
G O V E R N A N C E A N D E V E N TO T H E P E O P L E W H O A R E T H E U LT I MAT E B E N E F I C I A R I E S O F H I S
DECISIONS AND ACTIONS.

R E S P O N S I V E N E S S A N D R E S I L I E N C E – A N A D MI N I S T R ATO R W O U L D R E S P O N D E F F E C T I V E LY TO T H E
D E MA N D S A N D C H A L L E N G E S F R O M T H E E X T E R N A L A S W E L L A S I N T E R N A L E N V I R O N ME N T. H E
W O U L D A D A P T TO E N V I R O N ME N TA L T R A N S F O R MAT I O N A N D Y E T S U S TA I N T H E E T H I C A L N O R MS O F
C O N D U C T.

C O MPA S S I O N – A N A D MI N I S T R ATO R , W I T H O U T V I O L AT I N G T H E P R E S C R I B E D L AW S A N D R U L E S ,
W O U L D D E MO N S T R AT E C O MPA S S I O N TO WA R D S V U L N E R A B L E S E C T I O N S O F T H E S O C I E T Y W H I L E
U S I N G H I S D I S C R E T I O N I N MA K I N G D E C I S I O N S .

JU S T I C E – T H O S E R E S P O N S I B L E F O R F O R MU L AT I O N A N D E X E C U T I O N O F P O L I C I E S A N D D E C I S I O N S
O F G O V E R N A N C E W O U L D E N S U R E T H AT R E S P E C T I S S H O W N TO T H E P R I N C I P L E S O F E Q U A L I T Y,
E Q U I T Y, FA I R N E S S , I MPA R T I A L I T Y A N D O B J E C T I V I T Y A N D N O S P E C I A L FAV O U R S A R E D O L E D O U T
O N T H E C R I T E R I A O F S TAT U S P O S I T I O N , P O W E R , G E N D E R , C L A S S , C A S T E A N D W E A LT H .
 SALIENT ASPECTS OF ETHICS IN PUBLIC ADMINISTRATION

MA X I M O F U T I L I TA R I A N I S M – W H I L E MA K I N G A N D I MP L E ME N T I N G P O L I C I E S A N D D E C I S I O N S , A N
A D MI N I S T R ATO R W I L L E N S U R E T H AT T H E D E C I S I O N S L E A D TO T H E G R E AT E S T G O O D ( H A P P I N E S S ,
B E N E F I T S ) O F T H E G R E AT E S T N U MB E R .

N AT I O N A L I N T E R E S T – C I V I L S E RVA N T S , W H I L E P E R F O R MI N G D U T I E S , W O U L D K E E P I N V I E W T H E
I MPA C T O F H I S A C T I O N O N H I S N AT I O N ’ S S T R E N G T H A N D P R E S T I G E . P U B L I C O F F I C I A L S F R O M A N Y
C O U N T RY, W H I L E P E R F O R MI N G T H E I R O F F I C I A L R O L E S , H AV E AT T H E B A C K O F T H E I R MI N D A
C O N C E R N A N D R E S P E C T F O R T H E I R N AT I O N .
 E T H IC A L IS S U E S IN
P U B L IC A D M IN IS T R AT IO N

NEPOTISM
• T HE A CT O F US I NG Y O U R P O W E R
O R I N F L UE N CE TO G E T G O O D
J O B S O R U NFA I R A DVA N T A G E S
F O R M E M B E RS O F Y O U O W N
FA M I LY.

• NE P O T I S M I N T H E W O RP L A CE
O CC URS W HE N A L E A D E R W I T HI N
A N O RG A NI Z AT I O N US E S T H E I R
I NF L U E NC E TO FAV O R
PA RT I C UL A R I ND I V I DU A L S B A S E D
O N P E RS O N A L RE L AT I O N S HI P.
 Section 59, Book V of the Revised Administrative Code of 1987
(also known as E.O. No. 292). Section 59 reads as follows:
Sec. 59. Nepotism — (1) All appointments in the national, provincial, city a nd municipal
governments or in any branch or instrumentality thereof, including government-owned or
controlled corporations, made in favor of a relative of the appointing or recommending authority,
or of the chief of the bureau or office, or of the persons exercising immediate supervision over
him, are hereby prohibited.
 E T H IC A L IS S U E S IN
P U B L IC A D M IN IS T R AT IO N

MAJOR BRIBERY &

CORRUPTION
• FORM OF DISHONESTY OR A
CRIMINAL OFFENSE WHICH IS
U N D E R TA K E N B Y A P E R S O N O R A N
O R G A N I Z AT I O N W H O WA S
ENTRUSTED IN A POSITION OF
A U T H O R I T Y I N O R D E R TO A C Q U I R E
ILLICIT BENEFITS OR ABUSE
POWER FOR ONE’S PERSONAL
GAIN.

• C O R R U P T I O N T E N D S TO O C C U R S
WHEN SOMEONE USED THE
AT H O R I T Y T H E Y H AV E TO G A I N
P E R S O N A L B E N E F I T S U S U A L LY I N
F O R M O F M O N E Y O R P R O P E R T Y.
 E T H IC A L IS S U E S IN
P U B L IC A D M IN IS T R AT IO N

ABUSE OF POWER AND

PRIVACY
• IS AN ACT WHERE SOMEONE
USES THEIR POWER OVER OTHER
W O R K E R S U N E Q U A L LY, W H E R E
HE CARES ABOUT THE RIGHTS OF
O N LY H I M S E L F, O R A C E RTA I N
RACE FOR HIS OWN GOOD.
• LEADERSHIP ABUSE IS
W O R K P L A C E B U L LY I N G .
LEADERSHIP ABUSE INCLUDES
BLACKMAILING, PUBLIC
C O N D E M AT I O N , I N P L A C E S W I T H
P O O R M A N A G E M E N T, P O W E R
OFTEN FOUNDED ON DECEPTION.
 MEASURES TO IMPROVE ETHICAL STANDARDS IN PUBLIC
ADMINISTRATION

PERSONNEL MANAGEMENT
RE CRU I T M E N T – S E L E CT I O N O F CO M P E T E N T AN D S UI TA BL E CAN DI D AT E S A CC O R DI N G TO
S K I L L S , K NO W L E D G E AN D E X P E R I E NC E . I G NO R I NG FAV O UR I T I S M A ND N E P O T I S M AS P E CT S
W I T H M O RE F O C US O N T HE A BI L I T Y AND M O RAL VA L UE S O F T HE P E RS O N .

T RA I NI N G – A PA RT F R O M P RO F E S S I O NAL T R AI N I NG , VAL U E E D UC AT I O N AN D T R AI N I NG S H O U L D
AL S O BE A N I N T E G RA L PA RT I N CI V I L S E RV I C E S / P UBL I C S E RV I CE S . VAL U E E D UCAT I O N S HO U L D
BE BE T T E R TAKE N C ARE O F AT S CH O O L A ND CO L L E G E L E V E L .

CO D E O F CO ND UC T / E T HI CS – I T S H O UL D BE P RO V I DE D S TAT UTO RY BAC KI N G F O R S T R I CT

AD HE R E NC E B Y CI V I L S E RVAN T S . I N ADD I T I O N, F O C US S HO UL D BE S HI F T E D F RO M “ CO D E O F
CO N DUC T ” TO “ C O D E O F E T H I CS ” I N AD M I NI S T R AT I V E S E T- UP.

RE WAR DS A ND P UN I S HM E NT S – S Y S T E M O F RE WAR DS A ND P UN I S HM E NT S S HO UL D BE
F O L L O W E D S I N CE R E LY TO P UT T HE A DM I N I S T RAT I V E S Y S T E M BA CK O N T HE T RA CK AND BR I NG
BA CK T HE T RUS T O F T HE C I T I Z E N S O N T H E G O V E RN M E NT.
 MEASURES TO IMPROVE ETHICAL STANDARDS IN PUBLIC
ADMINISTRATION

GOVERNANCE MECHANISM
AC CO UN TA BI L I T Y A ND RE S P O NS I B I L I T Y – F I X E D R E S P O NS I BI L I T Y S HO UL D BE F O L L O W E D TO
E N S UR E AC CO UN TA BI L I T Y O F P UBL I C S E RV I CE S . T HI S W I L L AV O I D CO NF U S I O N A S W E L L AS
DU P L I C AT I O N O F W O RK .

M AX I M O F CO - O RD I NAT I O N – A L L L E V E L S O F HI E R ARC HI C AL S E T- UP O F G O V E RN M E NTAL

O RG AN I Z AT I O NS S HO UL D W O RK F O L L O W I NG T H E P R I NC I P L E O F C O O R DI NAT I O N .

P R E V E N T I V E V I G I L ANC E – T H E RE S HO UL D BE S UR P RI S E CH E CK S BY T H E H I G H E R AUT H O RI T I E S
TO P UT A C HE C K O N T HE C I V I L S E RVA NT S S O T HAT T H E Y DO N O T M I S US E T HE I R P O W E R O R
P O S I T I O N S TO M E E T T H E I R S E L F I S H E ND S . I N AD DI T I O N, V I G I L AN CE AWAR E NE S S
P R O G R AM M E S NE E D TO BE M A NDATO RI LY CO ND UC T E D.

RU L E O F L AW – T H E RU L E S A ND RE G UL AT I O N S S H O UL D B E E Q U AL LY F O L L O W E D B Y AL L
CI T I Z E NS O F O U R C O U NT RY I N CL UD I NG P O L I T I C AL E X E CU T I V E S , ADM I N I S T R ATO R S , P E O P L E
AN D O T H E R H I G HE R O F F I CI AL S . T HE Y S HO U L D NO T B E G I V E N TO O M U CH V I P
T RE AT M E NT / BE N E F I T S O UT O F WAY B UT S H O UL D BE R E G AR DE D AS A C O M M O N M AN S O T HE Y
CA N U NDE RS TAN D T H E P RO B L E M S O F A CO M M O N M A N. .
 MEASURES TO IMPROVE ETHICAL STANDARDS IN PUBLIC
ADMINISTRATION

GOVERNANCE MECHANISM
CI T I Z E N C HA RT E R – TO E NS URE AC CO UN TAB I L I T Y, T R ANS PA RE N CY A ND RE S P O NS I V E NE S S I N
AD M I NI S T RAT I O N, P RO P E R I M P L E M E NTAT I O N O F CI T I Z E NS ’ CH AR T E R D O CUM E NT S H O UL D BE
M AN DATO RY.

P U BL I C S E RV I CE D E L I V E RY – T H E G O V E RN M E NT S HO UL D S E T M I N I M UM S TAN DA RDS O F
DE L I V E RY O F P U BL I C S E RV I CE S TO E N S UR E Q UA L I T Y AN D M A KE T H E M H AS S L E - F RE E .
P E R I O DI C E VAL U AT I O N S H O U L D B E DO N E O N T H E P E R F O RM A NCE AND AC HI E V E M E N T O F
O RG AN I Z AT I O NA L G O A L S .

G RI E VA NC E RE D RE S S – E F F E CT I V E RE D RE S S AL S Y S T E M S H O UL D BE I N CO RP O R AT E D I N T H E
O RG AN I Z AT I O NS . A S I NC E RE E ND E AV O UR S HO U L D BE M AD E TO I M P RO V E T HE Q UA L I T Y O F
P U BL I C S E RV I CE D E L I V E RY TAK I NG I NTO CO N S I DE RAT I O N T H E F E E DBA CK F RO M T HE S E RV I CE
US E RS .
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