A comparative study on the implementati implementation on of the Citizen’s Charter by the Land Transportation Office at its SM Manila and San Andres offices
Darren Joseph M. del Prado Atty. Atty. Johnsen A. Salazar Legal Management, College of Liberal Arts and Sciences
ABSTRACT “The government system is plagued with excessive rules and regulations, red tape, to be followed by the people dealing with their agencies every day, including the Land Transportation ffice! A law has already been passed in order to lessen if not erad eradic icat ate e the the said said prob proble lem! m! The The purp purpos ose e of this this thes thesis is is to gain gain an in dept depth h understanding as to how the Citi"en#s Charter is being implemented by the LT at their SM Manila and San Andres offices and determine what problems they are still facing desp despit ite e the the impl implem ement entat atio ion n of the the Citi" Citi"en# en#s s Chart Charter er!! $n order order to get get the the in depth depth %nowledge for the thesis, a survey has been utili"ed as well as an interview with the head of both offices! $t was found out that the red tape no longer exists in these offices but problems such as fixers still haunt the agency!&
Keywords: Citizen’s Charter, Red Tape, Bureaucracy, Government
!TRO"#CTO!
The The curr curren entt gove govern rnme ment nt syst system em cont contai ains ns an exte extens nsiv ive e set set of rule rules s and and regulations to be folloed. State policy has been a ma!or activity of the state perhaps evens the ma!or and basic activity enabling enabling the state to achieve specific goals" using all possible possible means means of influen influence ce and manipul manipulatio ation n of availab available le resourc resources es #Sytin #Sytin $%&$'. $%&$'. Agencies Agencies handled by bureaucrats bureaucrats are being criticized for these long transactions transactions because it discourages discourages people from engaging transactions transactions ith the government. These rules and regulations have been pointed out as one of the root causes of corruption in the government. (epublic Act )o. *+,- or the Anti (ed Tape Act of $%%#A(TA of $%%'" an act to improve efficiency to deliver government service to the public by reducing bureaucratic bureaucratic red tape" preventing graft and corruption" corruption" and providing providing penalties 1
therefore" has been existing for the last six years but the recent (eport /ard Survey by the /ivil Service /ommission shos that this la is still not being faithfully implemented by most government agencies throughout the country. 0aving rules and regulations has alays been a good thing. 1t ma2es sure that it controls the conduct of those to hom it applies. 3ut over the years" these rules and regulations have accumulated and have caused problems to business transactions and operations therefore affecting our economy. These rules and regulations ma2e foreign and even local investors thin2 tice before investing in the Philippines. These asteful and inefficient processes" excessive bureaucracy" and inflexible organizational structures and professional practices are called red tape #/hen 4 5illiams $%%'. (ed tape and bureaucracy go hand in hand and these government agencies are the ones causing the circuitous delays. 3ureaucracy is a concept as ell as organization that connect the government on one side and its people on theother side. As the machine organization" functioning bureaucracy does not primarily reflect the interests of the government" but more than the interest of the society at large #6abolo $%&$'. 3ureaucratic organizations have long been criticized for ma2ing excessive rules and regulations to control the every possible action in the or2place and eliminate the possibility of employees to thin2 for them. 3ureaucratic organizations are perceived as normally bad in many ays. Among the undesirable characteristics attributed to them" especially to governmental bureaucracies" is impersonal and inhumane treatment of citizens #7oodsell" Austin" 0edblom" 4 (ose &*,&'. This study as intended to help assess the implementation of the government measure to eradicate red tape in the agencies of the government that deals ith business transactions and registrations8 the /itizens /harter of the 6T9 under the A(TA of $%%.:urther" this study aimed to promote the strict implementation of the A(TA of$%% on 6T9 SM Manila and 6T9 San Andres. ;radication of red tape ould surely lessen graft and corruption in our country because this ill prevent collusion and fixers from operating ith government agencies. Policy change ould most li2e be the only ay to reduce if not eradicate red tape but public agencies are unli2ely to pursue controversial policy change in traditional goals on their on" such actions depend upon meaningful intervention by formal authorities external to the implementing agency #6ory $%%,'. /hanging policies that have been there for years and years is not an easy tas2 for government officials. /hanging policies ould mean that employees ould ad!ust to perform the ne policies but behind this ad!ustment is reducing and eradicating hich ould truly benefit the government and its citizens and penalize those corrupt officials ho have been ruling the government for years no. This study ill be helpful in the dissemination of information to the citizen of the Philippines ith regard to the implementation of the citizen
Theoretical $rame%or&
1n the 5eberian theory of bureaucracy" 5eber described many ideal types of public administration and governance. 1t as 5eber ho began the study of bureaucracy and hose or2s led to the popularization of this term. Many aspects of modern public administration date bac2 to him. /hanges occurred during that time and this resulted in public demands for a ne administrative system that treated all humans e=ually. 5eber'. 1n this study" the theory as used in describing the processes a client ould go through hen transacting ith the government. These processes are deemed unnecessary by the people" these steps or processes in transacting ith the government ill be the sub!ect of the research.
R'(') O$ R'LAT'" LT'RAT#R' Bureaucracy
3ureaucracy is a system of government in hich most of the important decisions are made by state officials rather than by elected representatives #6abolo $%&$. The researcher referred to the system of administration mar2ed by officialism" red tape and proliferation. 1t is a concept as ell as an organization that connects beteen the government on one side and the other side. The behavior of the bureaucracy in the organization through the public administration described has the symptoms of high levels of corruption? idespread collusion and nepotism rife least ade=uately describe bureaucratic problems elsehere. Red Tape
(ed tape is the rigid mechanical adherence to bureaucratic rules and regulations especially those involving unnecessary paper or2s. 1t refers to hoops you have to !ump
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through and the paper or2 you need to fill up in order to accomplish a business transaction ith an agency. The Anti (ed Tape Act of $%%is an act to improve efficiency in the delivery of government services to the public by reducing bureaucratic red tape" preventing graft and corruption" and providing penalties therefore #A(TA $%%'. 1t as based on Article 11" Sec $ of the &*, /onstitution hich states that" the state shall maintain honesty and integrity in the public service and shall ta2e positive and effective measures against graft and corruption. The act as passed in response to the urgent need to establish an effective system that ill eliminate bureaucratic red tape" avert graft and corrupt practices and improve efficiency of delivering government frontline services #Dimarucot $%&>'. The la covers all government offices and agencies including local government units and government oned or controlled corporations that provide frontline services. 1t excludes those performing !udicial" =uasi8!udicial and legislative functions but the frontline services of these agencies are deemed included. Despite the existence of the A(TA of $%%" recent studies sho that this la is still not being folloed by most of the countries governmental organizations. This la as passed in order to encourage foreign investors from around the orld to invest in the Philippines and therefore ill result in a positive outcome hich ill benefit the country in the long run. :oreign investors see our country as being plagued by rules and procedures not even necessary in the hole transaction and most of them deem it as inhumane so instead of trying to open up business opportunities here they tend to move somehere else. 6ong business transactions and paperor2 approvals has scared aay foreign investors" though already having the A(TA of $%% government offices and agencies especially from the provinces ere unable to follo the standards set by the la" this as according to the (eport /ard Survey of the /ivil Service /ommission. Land Transportation Office
The concept of land transportation system in the Philippines started hen our ancestors invented the means of locomotion ith the animals in moving people and goods from place to place. These las ere as informal and simple as specifying hich animal could be used for certain purposes but these shoed that our ancestors had already felt the need to regulate the transportation system #6T9 $%&$'. Means of transportation those days ere not as good as it is no but the early :ilipinos observed some las to govern their mobility. As years go by" more and more people deem it necessary to have their on vehicle for convenience in transportation and as this happens more people are trying to ac=uire their licenses. 4
:ilipinos ere influenced by Americans and soon started to use cars" !eep" truc2s and other types of vehicles. The mode of travelling became advanced at that time that a ne set of rules are needed to govern land travel. 9n :ebruary @" &*&$" 6egislative Act )o. $&-* as enacted to regulate motor vehicles in the Philippine 1slands and to provide for the regulation and licensing of operators. This as the first formal la on land transportation passed by the legislature. This la created an Automobile Section under the Administrative Division of the 3ureau of Public 5or2s. The Section as tas2ed to ta2e charge of motor vehicles and drivers services. 6ater on" 6egislative Act $&-* as amended by $>,*" $--@" $-," $@>* and $*$-. 1n &*$$" Act )o. >%+- as passed into la compiling and incorporating all las governing motor vehicles. The Automobile Section as upgraded to the Automobile Division under the 3ureau of Public 5or2s. 9n January &" &*>>" Act )o. >**$ otherise 2non as BThe (evised Motor Cehicle 6a as enacted amending Act )o. >%+-.The Automobile Division as renamed Division of Motor Cehicles. The /hief of the Division as called the Superintendent of Division of Motor Cehicles.Act )o. >**$ as amended by /ommonealth Act )umbers &$>" -+," --@" @-$ and (epublic Act )umbers >&+" -," and $>,>. 9n June $" &*+-" Department 9rder )o. + as issued by the Department of Public 5or2s and 0ighays reorganizing the Division.This too2 effect after the liberation of the Philippines from the Japanese invasion.1n &*+" ;xecutive 9rder )o. *+ as promulgated reorganizing the different executive departments" bureaus and offices. Ender Section ,$ of this ;.9." the Division of Motor Cehicles as upgraded into the Motor Cehicles 9ffice #MC9' ith the category of a 3ureau.The /hief of the MC9 en!oyed the rights and privileges of a 3ureau Director. During the fifties and early sixties" our country started undergoing rapid economic development. 1ndustrialization advanced and as a conse=uence" more and better roads ere constructed.The :ilipino then realized the need for more and better means of transportation. The groth in the number of motor vehicles increased the demand for services that the MC9 must render to the public. This necessitated the issuance by the DP50 on June -" &*@& of Administrative (egulation )o. & transferring the function of collecting the registration fees from city treasurers to the various vehicle agencies of MC9. 9n June $%" &*@+" (.A. +&>@" otherise 2non as the B6and Transportation and Traffic /ode as enacted abolishing the Motor Cehicle 9ffice and creating the 6and Transportation /ommission. This la li2eise partially repealed Act )o. >**$. The /ode provided that the 6and Transportation /ommission shall Bcontrol as far as they apply" the registration and operation of motor vehicles and the licensing of oners" 5
dealers" conductors" drivers and similar matters. To effectively carry out its mandate" the 6and Transportation /ommission established regional offices in various parts of the country. 9n July $>" &**" ;xecutive 9rder )umber -+@ as promulgated creating the Ministry of Transportation and /ommunications #M9T/'.This mar2ed reorganization. The 6and Transportation /ommission as renamed 3ureau of 6and Transportation and as absorbed by M9T/. 9n June $" &*,%" 3atas Pambansa 3ilang +> as passed providing for the issuance of permanent number plates to oners of motor vehicles and trailers" amending for the purpose section & of (A +&>@. 9n March $%" &*,-" ;xecutive 9rder &%&& as promulgated. This ;xecutive 9rder abolished the 3oard of Transportation and the 3ureau of 6and Transportation and established the 6and Transportation /ommission. The defunct 36T and 39T ere merged and their poers" functions and responsibilities ere transferred to the 6and Transportation /ommission #6T/' headed by a /hairman" assisted by four /ommissioners. The 6T/ as tas2ed to perform functions such as registering motor vehicles" licensing of drivers and conductors" franchising of public utility vehicles and enforcing traffic rules and regulations and ad!udicating apprehensions. 9n January >%" &*," the 6and Transportation /ommission as abolished and to offices ere created" namely. The 6and Transportation 9ffice #6T9' and the 6and Transportation :ranchising and (egulatory 3oard #6T:(3'.The 6T9 too2 over the functions of the former 36T and the 6T:(3 too2 over the functions of the former 39T. The M9T/ as li2eise renamed D9T/. These changes too2 effect ith the promulgation of ;xecutive 9rder )o. &$- hich as later amended by ;xecutive 9rders )o. &$-8A dated April &>" &*, and ;.9. $$@ dated July $-" &*,. Despite the changes in names of 9ffice and all the reorganizations that too2 effect" its basic functions on land transportation system remain the same.The promotion of safety and comfort in land travel is its continuing commitment #6T9 $%&$'. Citizen’s Charter
The Philippine government enacted a landmar2 legislation that pushes the governments drive for improved public service delivery to a higher level. (epublic Act *+,- otherise 2non as Anti8(ed Tape Act #A(TA' as signed into la to serve as the governments commitment to reducing public sector inefficiencies" and preventing graft and corruption. Since then" the la has become the foundation of the service delivery improvement program of the public sector. 9ne of main features of the la is mandating
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all agencies and instrumentalities of the government that provide frontline services to develop a /itizens /harter #Saguin $%%'. 1t is an official document that shos the service standards to guide the citizens in availing the service of an agency. 5ith the introduction of the citizens charter" there as a shift in the ay people do business ith the government. The charters serve as a contract beteen the public and state on ho services are to be provided. /harters serve as official document that outlines the publics entitlements #0a=ue" $%%'. 1n general" the citizens charter is composed of elements shoing the set of service standards to be folloed on the services provided by the agency" persons responsible for the delivery of the service and mechanisms to complain about the service. Citizen’s Charter of the Land Transportation Office
The citizens charter of the 6and Transportation 9ffice ith regard to the reneal of licenses includes the transaction and the time re=uired to finish the transaction. The first step as re=uesting the application for Drivers 6icense andFor accomplishes hereas the re=uired time to finish is to minutes and at the same time the applicant ill obtain a =ueue number from the /S(. The second step in the reneal ould be the submitting AD6 and other re=uired documents" it ill be revieed and verified by the employee and the time re=uired to finish the step is ten minutes. Third step ould be proceeding to the photo counter and ait for the applicants name to be called for picture ta2ing and for the signature and the time re=uired for the step is > minutes. 1n the fourth step of the reneal" the application ill be approved by the approving officer and the routing slip ill be forarded to the cashier" the process ill only ta2e $ minutes to finish. The fifth step ill be the payment of the license fee" after the payment the client ill be informed to proceed to the releasing section" the step re=uires &% minutes to finish. The last step of the reneal is receiving the official receipt and the license card and the signature of the client ill be affixed on the log boo2" the step re=uires - minutes to finish #/itizens /harter 6T9" $%&$'.
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H1: The implementation of the citizen’s charter in LTO San Andres eradicated red tape. H2: The implementation of the citizen’s charter in LTO SM Manila eradicated red tape. H3: The implementation of the citizen’s charter of the Land Transportation Office at its SM Manila and San Andres offices are comparativel effective !
M'T*O"OLO+, and "ATA Research "esi-n
Guantitative approach as used in the study to determine the difference of satisfaction of the respondents ith regard to the services offered by the to 6T9 offices in the reneal process of drivers licenses. The =uestionnaire contained the steps to be ta2en by each of the respondents hile reneing their licenses" each step has a re=uired time to finish" this according to the citizens charter of the 6T9" and the respondents ere to chec2 the rate of their satisfaction. The respondents from both offices given the same set of =uestionnaires here they are to rate the level of satisfaction from strongly disagree to strongly agree compared determining hich office gives the better service by comparing the satisfaction of customers hich ere reflected on the =uestionnaire they ansered. The respondents ere composed of people reneing their drivers licenses in both offices. The researcher found it fitting to use descriptive study as the research design of the study" it is a type of observational study hich involves collecting information ithout manipulation of variables and prinmarily as2ing the =uestion Bhat. The information gathered in this study is about the compliance of the to offices of the 6T9 ith regard to the standards set by the citizens charter .articipants
The participants of this study include $% drivers and car oners ho ere reneing their drivers licenses at the time of the survey. The heads of office of the 6T9 in San Andres and SM Manila ere also included to determine the problems and observation since the implementation of the citizens charter. .rocedure
The participants of the study ere the clients of the 6T9 ho ere reneing their drivers licenses at the time of the survey. The survey as done ith the permission of the 6T9 (egional 9ffice and ith their consent" the heads of office ere intervieed ithe relation to the implementation of the citizens charter in their offices. 8
nstrumentation
A =uestionnaire as utilized to determine hether the offices folloed the standards set by the citizens charter in dealing ith their clients. 1t consisted of &% items and re=uired approximately +% minutes to finish" that is the time set by the citizens charter in finishing the reneal of licenses. Guestionnaire items ere to be ansered by chec2ing the response of the respondents" options ranged from Hstrongly disagree to Hstrongly agree. 1ntervie =uestions ere also formulated and utilized. The =uestions ere validated by + experts" > layers and & vallidator from the 6etran (esearch /enter. "ata Analysis
The responses to the survey =uestionnaires ere tallied and interpreted. The results and interpretation of the aforementioned test ere used to determine the degree of compliance of the office ith regard to the standards set by the citizens charter. 1ntervie sessions ere also conducted ith the heads of the offices of the 6T9 hich ere recorded and transcribed to ascertain the problems the offices are still facing despite the existence of the citizens charter. Locale
This study as conducted in the offices of 6T9 in SM Manila" located at the - th floor of SM Manila and San Andres" located at Cas=uez St." Malate" Manila.
R'S#LTS A!" A!AL,SS .roblems %ith manpo%er and defective e/uipment haunt the office
During the intervie ith the head of 6T9 SM Manila" the problems commonly faced by the office are the difficulties hen their e=uipment malfunctions and the lac2 of man poer. 5hen as2ed about the existence of fixers in their office" he denied that such are operating in their premises" saying that the fixers are no being controlled because of the citizens charter" unli2e in the past here fixers ere free to manipulate the process. 0e also said that most of the clients do not really 2no hat the purpose of the citizens charter is" although posters ere posted outside the office premises" people still lac2 2noledge of the citizens charter. During the intervie" he denied that red tape still exists in the 6T9 and that it as eradicated by the citizens charter hich only means that the implementation of the citizens charter in the said office as a success. :urthermore" the San Andres office head stated that the common problem areas of the 6T9 offices ould be the supplyI he specifically stated the plates and stic2ers. According to him" fixers inside the office or compound are controlled or cannot operate 9
in the office so most of the fixers operate outside the office or compound because the offices are no armed ith //TC cameras that can monitor their actions. 0e also stated that the people do not have enough 2noledge of the purpose of the citizens charter simply because they do ant to read" they prefer personal contact. The implementation of the citizens charter in the 6T9 started to years ago according to Mr. 3atolina and it is all because of the Anti (ed tape Act of $%%. The steps encountered in the 6T9 are being monitored by a routing slip and a computer system starting from the first step until the last" everything is monitored. 0e also said that the re=uired time to finish each transaction is being met by his office. 0e also believes that the red tape in the 6T9 has been totally eradicated due to the implementation of the citizens charter. According to him" the implementation of the citizens charter on the 6and Transportation 9ffice as a success but is still sub!ect to improvement. Clients %ere satisfied %ith the services of the a-ency
:rom a scale of strongly disagree to strongly agree" the respondents ansered the survey based on the re=uired time to finish a transaction. /ontrary to the belief that the different offices of the government are ignorant and rude toards it people" the survey on the 6T9 in its SM Manila office shoed the opposite. 9n the first item of the survey alone" hich as2s if the customer service representative briefed them on ho to finish the form and if the step too2 only $ minutes to finish" +% percent of the respondents agreed that the estimated time allotted to the first step in reneing their licenses ere met hile @% percent strongly agreed that the time re=uired ere met. The second step of the reneal involved the assigning of the =ueue number" informing the applicant of the procedure and accomplishment of the routing slip. >% percent of the respondents agreed that the steps ere properly oriented to them hile % percent agreed of the same. Thirdly" after the submission of the re=uired documents" it as revieed and submitted for completeness and authenticity. Cerification of the license record and the creation of the transaction 1D ere done for the applicant" afterards the routing slip has been accomplished and as passed to the cashier. The hole transaction" according to the citizens charter" is to be finished in & minutes" +% percent believed that it as finished on the re=uired time hile @% percent strongly agreed of the same. :ourthly" the applicant is to proceed to the photo counter and ait for their names to be called" hen called" the cler2 captures the photo and accomplishes the routing slip" this step as to be finished in > minutes time" % percent strongly agreed that time and procedure ere properly met" $% percent agreed" hile &% percent did not believe that the procedures ere not being folloed correctly. 10
:ifthly" the approving officer revieed the documents" electronically and physically" accomplished the routing slip and forarded the documents to the cashier and the procedure should be finished ithin $ minutes. -% percent strongly agreed that the procedure as ell as the time as properly done" +% percent agreed" hile &% percent did not agree. Sixthly" the applicants ere to pay the re=uired license fees to the cashier" the cashier collected the fees and issued an official receipt and informed the applicant to proceed to the releasing section. The process should be finished by &% minutes" @% percent strongly agreed and +% percent agreed that it as rightly done. 9n the last and final step of the reneal" the applicant received the official receipt and the drivers license from the releasing cler2 and the applicant affixed his signature in the log boo2 and the steps ere to be finished in - minutes only" half of the respondents strongly agreed that the steps ere rightly being folloed and the other half agreed. 9n the follo up =uestions regarding the problems encountered" the respondents ansered that the office lac2s manpoer. They also believe that in order to resolve the problems" the government must allocate more funds to the 6T9. The results of the survey in 6T9 San Andres ere almost the same" on the first step of the reneal" % percent strongly agreed that the time as met" >% percent agreed of the same. 9n the second step" $% percent strongly agreed that the procedure as rightly folloed" hile % percent also agreed. 9n the third step" >% percent strongly agreed that the re=uirements of the citizens charter ere met hile % percent agreed of the same. 9n the fourth step" only $% percent strongly agreed hile ,% percent agreed that the re=uired time as met. 9n the fifth step" again $% percent strongly agreed that the time as met hile ,% percent agreed of the same. 9n the sixth step of the reneal" $% percent strongly agreed that the time as met hile ,% percent agreed of the same. 9n the last and final step" ,% percent agreed that it as rightly done and $% percent strongly agreed. $i0ers
These are individuals ho have access to the employees and transaction of the agency. These culprits can no longer operate in the premises of the 6T9 because of the implementation of the citizens charterI the offices are no armed ith //TC cameras that can monitor their actions inside the offices. Enli2e years ago" the process can no be finished in a matter of minutes" so applicants are no reneing their licenses personally rather than dealing ith fixers. According to the intervie ith the head of 6T9 San Andres" fixers can no longer operate in their premises" than2s to the changes brought about by the citizens charter. They still operate outside the compounds of 6T9
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because people still approach themI not 2noing that reneing their licenses themselves is far easier than it as before. "SC#SSO!
The problem ith the supply of plates and stic2ers and defective e=uipment ere the problems pointed out during the intervie. The supply is a problem that they cannot solve since the problem belongs to top level management. Their tas2 is to handle reneal and application only and the supply is beyond their reach. 9n the other hand" the problem ith the defective e=uipment can be solved through allotting more budgets or upgrading or maintenance of the e=uipment they already have. The implementation of the citizens charter in the 6T9 to years ago made sure that the transaction made by the people ith the government is being guided by a set of rules and re=uired time to finish each transaction. This resulted into the fast reneal of licenses. 6ong before the implementation of the citizens charter" the reneal of licenses ould even ta2e a year to finish" especially in cases here the applicant lost his license but ith the current citizens charter" on average the reneal of licenses ill only ta2e +% minutes to finish and in some cases it ill only ta2e $% minutes. 5ith regard to the problem ith fixers" this is something that the 6T9 cannot eradicate simply because of the people choose to approach fixers despite the very short time needed in reneing the license. 1t as pointed out that this is caused by cultural problems of :ilipinosI e prefer to deal ith people personally rather than read the la itself. The signage are very noticeable in the offices to not deal ith fixers but still people prefer dealing ith them simply because they do not ant to deal ith the government because of the bad image it developed long before the implementation of the citizens charter. People are still unaare of the existence and purpose of the citizens charter" tons of signage are posted outside the 6T9 offices regarding the Anti (ed Tape Act" the citizens charter and fixers but still the people does not 2no hat they are for simply because they does not ant to read or does not ant to understand hat the la says. ;verything is posted outside the offices of the 6T9" all the people need to do is read to understand but still they prefer not to read and understand hat is being meant by the signage. The implementation of the citizens charter is truly a success" during the survey the researcher have observed the flo of the transactions" one person came to the reneal centre in SM Manila the same time he arrived" $- minutes after that he as already finished reneing his license. There is a routing slip hich is computer monitored from the first step to the last and because of this the time re=uired per transaction is being met by the office. 12
:ixers are still apparent outside the 6T9 compound in San Andres but their operations have been minimized. The fixers ill only be eradicated ith the help of the people" once they stop approaching fixers for the reneal of their licenses" that ill be the very moment that the fixers ill no longer operate in this field of the government" the good nes is that red tape has been totally eradicated because the transactions are no fully automated. People still believe that red tape exists in the 6T9 simply because the office cannot please everybody" small delays because of lac2 of manpoer or other problems" the people ould already tag it as red tape hich is not true. 1t as guaranteed that the red tape has been totally eradicated from the 6T9. The implementation of the citizens charter as both a success in the to offices evidenced by the survey conducted and the observation of the researcher during the survey. Despite the success of the citizens charter people ould still believe that the transactions are slo simply because people have no satisfaction" e get accustomed to the ne system then e expect more than hat has been successful. 5ith regard to hat office implements the citizens charter better" the survey results revealed that 6T9 SM Manila are better in folloing the citizens charter. The results of the survey from the to offices are not far apart" the SM Manila office bettered the San Andres 9ffice by a small margin. The applicants in SM Manila ere more satisfied ith the services of the office than that of San Andres because" as an extension only" the SM Manila deals only ith the reneal of licenses unli2e the San Andres office hich deals ith multiple applications" registry of vehicles and transactions. Transactions of the 6T9" other than reneing the license" re=uires more time to finish than that of the reneal" that is the reason hy some respondents from San Andres do not believe that the office follos the standards set by the citizens charter. CO!CL#SO!
The researcher therefore concludes that red tape has been totally eradicated in the 6T9 SM Manila and 6T9 San Andres because of the implementation of the citizens charter. ;radication of the said problem as a success because of the strict implementation of the citizens charter in both of the offices as ell as the cooperation of the employees and the applicants. 1nformation dissemination is also needed in order for the people to 2no hat a citizens charter is" its purpose and goal. 9nce people 2no hat it is really about" applicants ill floc2 the agency because they already have the 2noledge of ho the system or2s and they ill realize that dealing ith the agencies are not as hard as they ere before. Though problems still persists" such as fixers" lo budgets" and defective e=uipment" the implementation of the citizens charter in both offices as a success ith 6T9 SM Manila slightly edging 6T9 San Andres hen it comes to the implementation.
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R'COMM'!"ATO!
The researcher recommends that the government agencies" experiencing from long =ueues of clients on a daily basis" should adapt the system of the 6T9" ith the guidance of the citizens charter" in dealing ith their clients. Pushing through of the strict implementation of the /itizens /harter ould benefit not only the people but also the government hen it comes to their relationship ith the citizens. Dissemination and information campaign is also needed to inform the people of the citizens charter as ell as the rong habit of dealing ith fixers. More budgets should be allotted to the offices for them to be able to solve the existing problems ith their e=uipment as ell as the lac2 of manpoer. A thorough investigation about the fixers is also needed" finding ays to stop and eliminate them ill ma2e the government the only medium of transaction for the clients.
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BBLO+RA.*,
Adair8Toteff" /." #$%&%'. Max ebers charisma. Journal of /lassical Sociology" Col. -" 1ssue $" pp. &,*8$%+. Austin" (.;." 7oodsell" /.T." 0edblom" .6." (ose" /./." #&*,&'. 3ureaucracy expresses itself? ho state documents address the public. Social Science Guarterly" Col. @$" )o. >" pp. -@8-*&. 3auer" S. #$%%@'. Does bureaucracy really matterK The authority of intergovernmental treaty secretariats on global environmental politics. 7lobal ;nvironmental Politics" Col. @" )o. &" pp. @$%8@>%. 3ozeman" 3. #&**,'. 9rganizational rules and bureaucratic personality. American Journal of Political Science" Col. +$" )o. &" pp. &@>8&,*. /hen" 7." 5illiams" D. #$%%'. 0o political support influences red tape through developmental culture. The Policy Studies Journal" Col. >-" )o. >-" pp.++8-,. :rancis" 6. #$%%%'. /onflicting bureaucracies" conflicted or2? dilemmas in case management for homeless people ith mental illness. Journal of Sociology and Social 5elfare" 3ol. LLC11" )o. $" pp. *8&&$. 7oodsell" /. #&*,&'. 6oo2ing once again at human service bureaucracy. The !ournal of Politics" Col. +>" pp. @>8,. 0a=ue" M. S." $%%. 6imits of the /itizen'" pp. >*&8+&@. 0eppell" T. #$%&&'. Departmental restructuring under ne labour. The Political Guarterly" Col. ,$" )o. >" pp. +$-8+>>. oll" S." #$%%*'. 1s bureaucracy compatible ith democracyK South Africa. J. Philos" Col. $," )o. $" pp. &>+8&+-. uus" M." #$%&&'. 3ureaucracy and place? expertise in european =uarter. 7lobal )etor2s" Col. &&" )o. +" pp. +$&8+>*. 6abolo" M. #$%&$'. /haracteristic of eber bureaucracy and its relevance in indonesia. Asian Social Science" Col. *" )o. $" &@>8&@*. 6ory" 5. #$%%,'. /an bureaucracies change the policyK The Journal of Policy 0istory" Col. $%" )o. $" pp. $,,8>%@.
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Marlor" /. #$%&%'. 3ureaucracy" democracy" and exclusion? hy indigenous 2noledge holders have a hard time being ta2en seriously. Gual Sociol Col. >>" pp. -&>8->&. Miller" 0. #$%&&'. 1s bureaucracy no longer the technically superior form of organizationK Administrative Theory 4 Praxis" Col. >>" )o. >" pp. ++8+-$. 9vereem" P." Ti!sterman" S. #$%%,'. ;scaping the iron cage? eber and hegel on bureaucracy and freedom. Administrative Theory 4 Praxis" Col. >%" )o. &" pp. &8 *&. Peregudov S. P. #$%%*'. 3usiness and state bureaucracy in russia. (ussian Politics and 6a" Col. +" )o. +" pp. +>8-. Simplicio" J. #$%%%'. The red tape bureaucracy. ;ducation" Col. &>>" )o. &" pp. &$-8&-. Siegel" 3. #$%&$'. Playing host is hard to do. 5orld Policy Journal. 1nsufficient information. S2orups2i" J. #$%%,'. ;=uality and bureaucracy. Proceedings of the Australian Society Supplementary" Col. 6LLL11" pp. &@&8&,. Suvin" D. #$%&&'. 3ureaucracy? a term and concept in the socialist discourse about state poer. Politic2a Enisao" Col. +," )o. -" pp. &*>8$&+. Sytin" S. #$%&$'. The (ussian bureaucracy and state policy. (ussian Politics and 6a" Col. -%" )o. >" pp. +%8--. Treageagle" S. #$%&%'. (ed tape or gold standardK Australian service users experiences of child elfare case8managed practice. Australian Social 5or2" Col. @>" )o. >" pp. $*+8>&+. 5alonic2" D. #&**>'. 9rganizational theory and behavior. 1nsufficient information.
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