IMPLEMENTATION OF R.A 9485 RULE 6 SECTION 8 (ACCESS TO FRONTLINE SERVICES) OF THE MUNICIPAL HEALTH OFFICE (MHO) IN M’LANG, COTABATO LESLIE JOY L. YATA A Thesis Outline Submitted to the Department of Development Management, College of Business Development, Economics and Management, University of Southern Mindanao, Kabacan, Cotabato in Partial Fulfillment of the Requirements for the Degree of BACHELOR OF SCIENCE IN DEVELOPMENT MANAGEMENT OCTOBER 2013 INTRODUCTION Significance of the Study Accessing Frontline Services attempts at the service delivery system to undertake on a continuing basis program to promote customer satisfaction. Assessing the quality of the services provided using well-established frameworks this regard of particular importance. Frontline offices are interesting since in costumer’s eyes, they represent the service itself. Collecting customer feedback on such determinants to guide improvement and to achieve higher degrees of excellence. The Republic Act No. 9485 otherwise known as ARTA (Anti Red Tape Act of 2007) states that frontline services shall be held accountable to the public in rendering fast, efficient and convenient service in their respective offices and agencies. The offices and agencies must have an active transaction in accordance with their clients to provide direct service rendered by the employee to the clients, and ensure the uninterrupted delivery of service. These give information to the people on the right practice of services and the informal doing of graft and corruption. This act is implemented in order to ensure that needs and transactions of the clients will be attended. Successful Frontline Services to the people establish better relationships with both clients and employees with highly developed interpersonal skills were the employee create a positive feedback from his/her clients. Furthermore, this study benefits to the LGU officials to improve their frontline services and for the constituents of M’lang, Cotabato to make them aware of this frontline service of Local Government Unit. For the policy maker to let them know the problems and response of the clients in the frontline services. This study is conducted to help the future researcher for them to achieve their interest about this kind of study and for them to know the important contribution of Frontline Services in the delivery of government service. Objectives of the Study Generally, the study seeks to assess the implementation of R.A 9485 Rule 6 Section 8 (Access to Frontline Services) of the Municipal Health Office (MHO) in M’lang, Cotabato. Specifically, it aims to: 1. determine the socio-economic and demographic profile of the respondents; 2. determine the frontline services of MHO; 3. determine the level of implementation of the all frontline services of MHO and; 4. determine the problems encountered by the respondents and their coping mechanism. Expected Output 1. The socio-economic and demographic profile of the respondents. 2. The frontline services of Municipal Health Offices. 3. The level of implementation of the all frontline services of MHO. 4. The problems encountered by the respondent and their coping mechanism. Scope and Limitation of the Study The scope of this study covers only the office of the MHO of the Local Government Unit of M’lang. The study limits only to the customers who transact to the MHO. The researcher will get a total of one hundred twenty-five repondents. Operational Definition of Terms Access refers to a way or freedom of the clients to obtain the services of the employee. Acceptance of application refers to high standard or quality of someone who has written to ask request and receipt. Clients refers to a respondent who transact services of employee in Local Government Unit. Corruption refers to an extreme immorality or dishonesty of a person in a service. Employees refers to a people who work at LGU M’lang, Cotabato. Frontline Service refers to refers to the process or transaction between clients and the LGU employees involving applications for any privilege, right, permit, reward, license, or for any modification, renewal or extension of the applications or requests. Government refers to a group of people who have the power to make and enforce laws. Graft refers to the use of dishonest or illegal means to gain money or property of other. Implementation refers to an action to provide services of the clients to carry out fulfillment. Problems refers to a difficult situation that the clients encountered in delivering of service of an employee in Local Government Unit. Local Government Unit refers to an administrative and political government unit which could itself consist of sub-unit as in the case of a province or a municipality. Red Tape refers to the filling out of seemingly unnecessary paperwork’s, obtaining unnecessary licenses, having multiple people or committee approves a decision. Respondent refers to the client of LGU M’lang, Cotabato which is 18 years old above. Services refers to provide the needs of the clients rendered by the employee. Acronym: ARTA- Anti-Red Tape Act MHO- Municipal Health Office REVIEW OF RELATED LITERATURE Government services to the citizen can often be delivered much more efficiently, and with higher quality delivery for the citizen. A mixed economy of services requires expertise in identifying potential new providers and setting in process new collaborative work arrangements. Government needs to ensure that delivery from new providers meets the highest standards. It needs an experienced partner able to provide. Development of new operational models for delivery with different interfaces between commissioners and suppliers, Implementation with appropriate governance to sustain quality, payment and metrics recommendations, to be increasingly based on outcomes, new skills available to the commissioners and suppliers. Atos provides innovative technology solutions to enable our public sector clients to make significant savings. We provide consultancy, and deliver savings through new operating models, lean and whole systems analysis techniques, and through proven business cases developed with stakeholders. Atos Consulting has more than 300 consultants in the UK and 70% have public sector experience. Atos consultants use standard methods that we tailor to clients’ specific requirements (Atos, 2013). The frontline is an important part of the bottom-line, in both profit and customer satisfaction terms, they note. Yet, they found that though many books and articles have been written about service satisfaction, few, if any, have focused on the specific details of customer-provider interactions (Routledge, 2010). This oversight of Frontline Employees interpretations of customer service is grievous. Employees doing the same kind of work may frame the work differently, leading to different work behaviors. The current study shows that three distinct interpretations of customer service, or service models, exist among Frontline Employees: (1) the act of giving customers what they ask for, efficiently and courteously; (2) a means to accomplishing immediate objectives, such as sales quotas; and (3) the formation of mutually beneficial relationships with customers through problem solving. These service models, termed “efficiency,” “means,” and “win-win,” respectively, differ in Frontline Employees’ perceptions of themselves, their customers, and their objective during an encounter, as well as how they assess the quality of service provided. Moreover, service models are associated with different Frontline Employee attitudes, behaviors, and performance. For example, an efficiency service model is associated with the lowest competence and highest detachment from and submissiveness to customers; a means service model is associated with the lowest levels of customer orientation and submissiveness to customers; and a win-win service model is associated with the highest levels of customer orientation, deep acting, and competence and the lowest detachment from the customer (Rita Di Mascio, 2010). Public service is a public thrust. Public officers and employees must at all times be accountable to the people, serve them with utmost responsibility, integrity, loyalty and efficiency (Art. XI, Sec.1)1987RP. Transparency government, the government sector should be clearly distinguished from the rest of the economy, and policy and management roles within government should well-defined. The boundary between the government sector and the rest of the economy should be clearly defined and widely understood. The government sector should correspond to the general government which comprises the central government and lower level of government, including extra budgetary operation. Government involvement and the rest should be conducted in an open and public on the basis of clear rules and procedures which are apply in a nondiscriminatory way. The allocation of responsibilities between different levels of the government and between the executive branch, legislative branch and judiciary should be clearly define (IMF, Draft Manual on Fiscal Transparency, 1998). Although implementing the marketing concept can be accomplished through frontline employees in many service firms, very few studies have investigated the relationships between a service provider’s personality and important performance outcomes. This article examines how frontline service employee personality traits affect interaction quality and consumer satisfaction from the consumer’s point of view. The results confirm the appropriateness of the hierarchical model of employee personality and show that including interaction quality in the model improves the explanation of consumer satisfaction (Yuksei Ekinci and Philip L. Dawes2009). Every organization always aims to render good services to its clients. In order to achieve this, problems and factors affecting this performance must be identified though performance appraisal or evaluation. Performance evaluation is the appraisal of the accomplishment of the employees of an organization. The determination of organization’s effectiveness which is the degree to which objectives of an organization are achieved is cardinal task of management. It is the assessment of the achievement of objectives (Martires,2004). METHODOLOGY Research Design This study will use descriptive research design particularly survey method. It will use descriptive research design because it will describe the socio-economic and demographic profile of the respondents and the frontline services availed by the respondents on the MHO-LGU office, the level of implementation of all frontline services of MHO, the problems encountered by the respondents and their coping mechanisms. Respondents of the Study The respondents of the study are the customers of the MHO M’lang Cotabato. Sampling Procedure The distribution of the respondents is formulated through convenient and quota sampling procedure. Research Instrument A self-prepared questionnaire will be used by the researcher. The questionnaire will be designed to answer the objectives of the study. In the determination of the level of implementation of the frontline services, the different frontline services specified in the section will be evaluated. The researcher will also conduct a personal interview to support the objectives presented. The data gathered will be tabulated and analyzed using frequency counts, percentage and weighted mean. Data Gathering Procedure To facilitate the gathering of data, written permission will be secured from the heads of the office. The researcher will distribute the questionnaire to the customers of MHO-LGU and give a clear instruction to the customer. The researcher will get a total of one hundred twenty-five (125) respondents. After the customer answered the questionnaire, the questionnaire will be collected and the data from the response of the customer will be tabulated and analyze. Statistical Analysis All data gathered will be coded and tabulated. The Socio-economic characteristics of the respondents, transaction done by the respondents on the different offices and the problem encountered by the respondents and their coping mechanisms will be described using average, frequency, counts and percentage distribution. As to the level of implementation, a 4 point scale will be used with the following description: Scale Qualitative Description 4 Strongly Implemented 3 Implemented 2 Poorly Implemented 1 Not Implemented Weighted mean will also be interpreted as follows: Range Qualitative Description 4.00-3.26 Strongly Implemented 3.25-2.51 Implemented 2.50-1.76 Poorly Implemented 1.75-1.00 Not Implemented DUMMY TABLES Table 1. Socio-demographic and economic profile of the respondents in the Municipality of.M’lang, Cotabato, 2013. VARIABLES FREQUENCY (n=_) PERCENTAGE (%) AVERAGE Table 2. Frontline services of MHO in the Municipality of M’lang, Cotabato, 2013. SERVICES Table 4. Problems and coping mechanisms of the respondents of the Municipality of M’lang, Cotabato, 2013. PROBLEMS FREQUENCY COPING FREQUENCY MECHANISM (N=_) *Multiple Responses (N=_) Table 3. The level of implementation of the access to frontline services of the Municipality of M’lang, Cotabato, 2013. VARIABLES WEIGHTED MEAN Grand Mean Legend: 1.00-1.50 - Strongly Implemented 1.51-2.50 - Implemented 2.51-3.50 - Poorly Implemented 3.5-4.00 - Not Implement QUALITATIVE DESCRIPTION Republic of the Philippines University of Southern Mindanao College Of Business Development and Economic Management Kabacan, Cotabato Survey Instrument (Questionnaire) Extent of Implementation of the Access to Frontline Services as perceived by the Clients of the Local Government Unit in the Municipality of M’lang, Cotabato Note: Please read each question, assess your feelings, and fill in the questions provided below. Please use the space provided below. Part I. Socio-economic and demographic Profile Name (optional): _____________________ Civil Status:______________ Age:____________ Religion: ________________ Sex: ___________ Tribe:___________________ Occupation:__________________ Monthly Income (Estimated): Educational attainment: ( ( ( ( ( ( ( ) No Grade Completed ) Elementary Undergraduate ) Elementary Graduate ) High School Undergraduate ) High School Graduate ) College Undergraduate ) College Graduate II. Transactions done by the respondents Please write on the space given below the transactions that you had on the different LGU offices. 1.____________________________________ 2.____________________________________ 3.____________________________________ 4.____________________________________ 5.____________________________________ III. Level of Implementation of the access to frontline services Instructions: Please rate the following frontline services written below as to its level of implementation ranging from 4 as strongly implemented to 1 as not implemented. Please write a check symbol ( ) on the number that corresponds your answer. Legend: Scale Qualitative Description 4 Strongly Implemented 3 Implemented 2 Poorly Implemented 1 Not Implemented 4 FRONTLINE SERVICES 1. all employees accept written application/request submitted by customer 2. responsible employee acknowledge receipt of application/request 3. receiving employee shall perform a preliminary assessment and determine the sufficiency of submitted requirements for a request/application 4. all application/request shall be acted upon within the period prescribed under the citizen’s charter5 days for simple transaction and 10 days for complex transaction 5. no application or request shall be return to the client without appropriate action 6. in case an application or request disapproved, the officer or employee who rendered the decision shall send a formal notice to the client within 5 working days from the receipt of the request/ application, stating the reason for the disapproval and a list of specific requirement which the client failed to submitted. 7. any denial of request for access to government service shall be fully explained in writing 8. limitation on signatories- up to 5 9. frontline service even during lunch break and after regular working hours 10. wearing an official identification card when transacting with public 11. establishment of public assistance/ compliance desk 12. to be manned by an officer /employee knowledgeable on frontline services- to be available for consultation and advice at all times 13. the desk shall be attended to even during break time 3 2 1 14. institute hotline number SMS,ICT, one-stop shops or walk-in services counters, other mechanisms. Part IV. Problems encountered and coping mechanisms. Instruction: Indicate what problems you have encountered during the transaction and you’re coping mechanisms or the solution of their problems. Problems encountered Coping mechanisms 1._________________________ ________________________ 2._________________________ _________________________ 3._________________________ _________________________ 4._________________________ _________________________ 5._________________________ _________________________ LITERATURE CITED INTERNET http://uk.atos.net/enuk/industries/government/Savings_and_efficiencies/front_ Line_services_with_a_difference/default.htm Routledge, (2010), Tourist Customer Service Satisfaction: An Encounter Approach http://www.magazine.pamplin.vt.edu/spring11/frontlineservice.html#sthash.6f6 3jlg6.dpuf http://www.marketingpower.com/AboutAMA/Pages/AMA%20Publications/ AMA%20Journals/Journal%20of%20Marketing/TOCs/SUM_2010.4/The _Service_Models_of_Frontline.aspx BOOKS Hector’s de Leon 1999, Philppine Constitution. Ledesma Cariño,1983. P322 International Mometary Fund Draft Mannual on Fiscal Transparency. October 243 1998 Annex II, 243 Martires and C. Rodil. 2004. Human Resource Management Principles and. Practices,: 3rd edition. National Bookstore Inc.
