Assessment of the Compliance of the Anti-Red Tape Act of 2007 in the Polytechnic University of the Philippines to Enhance Frontline Services Delivery

Abstract

This research would like to assess the compliance of the Anti-Red Tape Act of 2007 in Polytechnic University of the Philippines. This paper will not just focus on the ARTA implementation but to see if the clienteles where satisfied with the service. PUP clienteles will be purposively selected in evaluating the compliance for ARTA of 2007 as well as the 29 frontline employees. The findings come across in implementing the law will help the researcher in proposing interventions and pertinent actions in the creation of a clientele satisfaction in PUP. Further, results of this research can serves as source for the further restructure frontline services in PUP. The compliance with ARTA of 2007 in PUP shows that respondents rated Accessing Frontline Service as the highest amongthe assessment of ARTA of 2007 in PUP with a weighted mean average of 3.78 of “Complied.” Second among the ranking is Anti-fixer campaign with 3.73 over-all weighted mean or “complied”. The Citizen‟s Charter got a weighted mean of 3.72 or “Complied.” In addition, the lowest rank is the Basic Facilities with general weighted average of 3.18 or “Moderately Complied.” The level of customer satisfaction PUP was rated in terms of Timeliness with a weighted mean 3.55 (satisfied). Followed by Efficiency with a weighted mean average rating of 3.73 (complied). Lastly, Quality with a weighted mean average rating of 3.63 (satisfied). Hence, there were significantly deference between the assessment of the clientelles and PUP frontline employees towards the implementation of ARTA of 2007 and the level of satisfaction to the delivered service. On the other hand, the dominant remarks given by the respondents states that there were a dimension or gap between the insiders (Frontline employee) and outsider (clientele). Most ofthe frontline employee according to the PUP clienteles are unapproachable, “masungit”, “namamahiya”, “mainitin ang ulo”. These dominant remarks of the clients and personal observation of the researcher regarding the service frontline employees of pup is the reason why even if clienteles rated the quality of service as „satisfied‟, there were still part of the service that push them to put feedback on the survey. This shows that even PUP did comply with ARTA the aspect of giving a customer satisfaction was disregarded.