EVALUATION ON THE IMPLEMENTATION OF THE ANTI

Republic of the Philippines

NUEVA ECIJA UNIVERSITY OF SCIENCE AND TECHNOLOGY

Cabanatuan City

EVALUATION ON THE IMPLEMENTATION OF THE ANTI-RED TAPE LAW

IN THE MUNICIPALITY OF SAN LEONARDO, NUEVA ECIJA

SUBMITTED BY:

BILLY JOE V. VILLENA

MBA

1

SUBMITTED TO:

DR. BERNARDO A. ZABALA JR.

2

EVALUATION ON THE IMPLEMENTATION OF THE ANTI-RED TAPELAW IN THE MUNICIPALITY OF CABIAO, NUEVA ECIJA

I. INTRODUCTION

The Republic Act 9485 also known as the Anti-Red

Tape Act of 2007 is an act to improve the efficiency in

the delivery of Government service to the public by

reducing bureaucratic red tape, preventing graft and

corruption and providing penalties. This Act shall apply

to all government offices and agencies including local

government units and government-owned or -controlled

corporations that provide frontline services as defined

in this Act. Those performing judicial, quasi-judicial

and legislative functions are excluded from the coverage

of this Act.

This Act aims to promote transparency in all

government transactions.

II. OBJECTIVES

The main purpose of the study is to assess the

implementation of RA 8495 in the local municipality of

Nueva Ecija.

Specifically, this study aims to evaluate the

implementation of the anti- Red Tape law which promotes

transparency in government through simplified frontline

service procedures and formulation of service standards

known as citizen’s charter. It gathers feedback on the

compliance of agencies and local government units with

their citizen’s charter and measures their performance

as well as client satisfaction in the delivery of3

frontline services in the different LGU in the province

of Nueva Ecija. This study delves on the evaluation of

the ARTA compliance specifically the effectiveness of

their front line services, citizen’s charter and report

card survey.

III. METHODOLOGY

This study used descriptive type of research.

Data was gathered through distribution of questionnaires

and conducting interviews.

Data was treated using weighted mean and

percentage distribution. Five-point Likert Scale was used

to describe the responses in the survey questionnaire.

IV. RESULTS AND DISCUSSION

This section contains the findings of the study

with regards to agency’s implementation of RA 9485.

Part I. Respondents’ Profile

1. Classification of Labor Force

4

employed unemployed self employed others0

1

2

3

4

5

6

7

8

9

1010

5

4

1

4 4

2

Classification of Labor Force

employee client nosy

Figure 1. Frequency on Classification of Labor Force

Figure 1 shows the frequency distribution with regards

to classification of labor force. As seen, almost 64% of the

total 30 respondents were employed (10 from employee, 5

clients and 4 nosy). Eight (8) respondents or 27% were

unemployed and 3 respondents were self-employed.

2. Types of Services Needed

5

business license

follow up previous applications

business renewal permit

others

no answer

01234567

4

2 21 11

2

43

0 0

3

7Types of Service Needed


Figure 2. Types of Service Needed

Figure 2 shows types of services needed. As can be

seen in the table, 11 of the respondents said that

their reasons were not about business license or

renewal of permit and follow up of business

application. One (1) respondents do not answer the

said item. Some of the reasons for visiting the agency

are for community tax certificate and others.

3. Source of information on the procedure for availing

the service

6

family /friends

internet poster/billboard

help desk of the agency

no answer0

0.51

1.52

2.53

3.54

2 2 2

4

3

0

3

2 2

3 3

2 2

Source of Information

employee clients nosy

Figure 3. Sources of Information on the Procedure forAvailing the Service

As shown in figure 3, common sources of

information on the procedure for availing service

identified were information coming from friends and

family, poster and billboards and help desks of the

agency. Only 2 of the respondents said internet and 1

has no answer. 4. Anti-fixer measures used by the agency

7

poster/billboard brochures id0

1

2

3

4

5

6

3

1

66

2 2

6

3

1

Anti-fixer Measures


Figure 4. Anti-fixer Measures used by the Agency

The common anti-fixer measures used by the agency is

through poster and billboards that got 17 responses followed

by identification card of the personnel and brochures.

Part II.

1. CITIZEN’S CHARTER (SECTION 6). All government agencies

including departments, bureaus, offices,

instrumentalities, or government-owned and/or controlled

corporations, or local government or district units shall

set up their respective service standards to be known as

the Citizen’s Charter in the form of information

billboards which should be posted at the main entrance of

offices or at the most conspicuous place, and in the form

of published materials written either in English,

Filipino, or in the local dialect, that detail.

Table 1.Responses on Citizen’s Charter

SITUATIONS RESPONDENTS

8

EMPLOYEES CLIENTS NOSYWM VD WM VD WM VD

1. The vision of theagency which is posted atthe main entrance of theoffice is visible totheir clientele.

4 A 4.5 SA 4.4 SA

2. The mission of theunit is posted at themain entrance of theoffice or in aconspicuous place.

3.7 A 4.6 SA 4.2 SA

3. The objective of theagency is posted at themain entrance of theoffice.

3.9 A 4.6 SA 4.5 SA

4. The identification ofthe frontline service isoffered and visible toits clientele.

4.2 SA 4.7 SA 4.2 SA

5. The clientele isdefined in the citizen’scharter.

3.4 A 4.3 SA 3.8 SA

6. The step by stepprocedure to obtain aparticular service isplaced in a conspicuousplace.

4.2 SA 4.5 SA 4.2 SA

7. The officer asemployee responsible forsuch steps is included inthe process.

4 A 4.5 SA 4.2 SA

8. The maximum time toconclude the process isdetermined and posted.

3.5 A 4.4 SA 4 A

9. The document to bepresented by the clientand why they are neededis included in thebillboard.

3.4 A 4.4 SA 4.3 SA

10. The amount of fees isalso included in thebillboard.

4.1 A 4.2 SA 4.3 SA

11. The allowable periodfor extension due tounusual circumstances;i.e. unforeseen eventsbeyond the control of

3.2 NA 4.5 SA 4 A

9

concerned governmentoffice or agency isincluded in thebillboards.12. Feedback mechanism,contact numbers to calland/or person to approachfor recommendations,inquiries, suggestions,as well as complaints areincorporated in thebillboard.

3.3 NA 4.5 SA 4.5 SA

13. The agency issuesvisitors pass to theclient in transactingbusiness.

3.4 A 3.5 A 2.9 NA

14. The agency usevisitor’s logbook intransacting business totheir clients.

3.7 A 3.6 A 3.5 A

15. The citizen’s charteris posted as aninformation billboard atthe main entrance andmost conspicuous place.

3.8 A 4.4 SA 4.3 SA

16. There is a publishedmaterial for thecitizen’s charter.

3.4 A 4 A 3.9 A

GRAND MEAN 3.7 A 4.3 SA 4.08 ALEGEND:

WM – weighted meanVD – verbal description

Rating Scale:4.20- 5.00 – Strongly Agree (SA)3.40- 4.19 - Agree (A)2.60- 3.39 – Neither Agree nor Agree (NA)1.80- 2.59 – Disagree (D)

1.00- 1.79 – Strongly Disagree (SD)

Table 1 shows the responses of the respondents with

regards on the citizen’s charter of the agency. The results

show that all the respondents “Strongly Agree” for items 4

and 6. It shows that the identification of the frontline

service is practice and step by step procedure to obtain a

particular service is placed in a conspicuous place was

being observed by the agency.

10

Both client and nosy rated item number 1 as “strongly

agree” which means for them, they are aware that the vision

of the agency is posted at the main entrance of the office

and visible to its clientele.

Items 2-7 are also rated “strongly agree” by both

client and nosy. This means that both client and nosy are

aware of the mission of the unit which is posted at the main

entrance of the office. Clientele is also defined in the

citizen’s charter. It is also indicated in the citizen’s

charter the step by step procedure in obtaining a particular

service.

For summary, both employees and nosy rated the citizen’s

charter “agree”. Only clients rated the agency “Strongly

Agree” with regards to its citizen’s charter.

2. FRONT LINE SERVICES (Section 8.). Refers to the process

or transaction between clients and government offices or

agencies involving applications for any privilege, right,

permit, reward, license, concession, of for any

modification, renewal or extension of the enumerated

applications and/or requests which area acted upon in the

ordinary course of business of the agency of office

concerned.

Table 2. Responses on Front Line Services

SITUATIONS RESPONDENTSEMPLOYE CLIENTS NOSY

11

EWM VD WM VD WM VD

1. The duty officer accepts mywritten application/request beingsubmitted to him/her.

3.7 A 4.

6 SA 4.6 SA

2. The duty officer acknowledgesreceipt my application/request bywriting or printing clearly his/hername, the unit where connected with,and the time and date of receipt.

3.8 A 4.

4 SA 4.4 SA

3. The receiving officer performs apreliminary assessment on my requestso as to promote expeditious action,and determine through a cursoryevaluation on the sufficiency on thesubmitted requirements for myrequest or application, taking intoconsideration on the response timefor my transaction.

3.9 A 4.

4 SA 4.3 SA

4. My application is acted in lessthan five working days.

3.6 A 4.

2 SA 3.7 A

5. The office concerned notify me inwriting of the reason for theextension and the final date ofrelease of the frontline service/s.

3.4 A 4.

3 SA 3.7 A

6. My application was returned to mewithout an appropriate actionstating the reason for thedisapproval including a list ofspecific requirement/s which Ifailed to submit.

3.1 NA 2.

7 NA 2.4 D

7. The denial of my request for myaccess to government services wasnot fully explained in writingstating the name of the personmaking the denial and the groundsupon which such denial is based.

3.8 A 2.

5 D 2.1 D

8. The duty officer wearsidentification card, appearing hisname during his tour of duty.

3.8 A 4.

3 SA 4.4 SA

9. The agency has publicassistance/complaints desk.

4.1 A 3.

8 A 3.7 A

10. The agency has hotline numbers. 4 A 4.2 SA 4.1 A

11. The agency has a suggestion box. 4.4 SA 4.

1 A 4.3 SA

12. The agency has one stop shop orwalk in service counters.

3.4 A 4.

2 SA 3.7 A

12

13. The agency has special lanes forpregnant women.

3.9 A 4.

6 SA 4.4 SA

14. The agency has special lanes forsenior citizens.

4.4 A 4.

6 SA 4.4 SA

15. The agency has special lanes fora person with disabilities.

4.1 A 4.

7 SA 4.4 SA

16. The duty officer acts on myapplication.

3.6 A 4.

3 SA 4.5 SA

GRAND MEAN 3.81 A 4.

12 A 3.94 A

LEGEND:WM – weighted meanVD – verbal description

Rating Scale:4.20- 5.00 – Strongly Agree (SA)3.40- 4.19 - Agree (A)2.60- 3.39 – Neither Agree nor Agree (NA)1.80- 2.59 – Disagree (D)1.00- 1.79 – Strongly Disagree (SD)

Table 2 shows perception of the respondents in terms of

the front line services of the agency. For overall mean all

respondents rated their front line services as “agree”.

Among the situations, item number 15 got the highest mean of

4.7. This means that client perceived that agency has

special lanes for senior citizens.

3. REPORT CARD SURVEY (Section 10). The report card survey

is a participating survey that provides quantitative

feedback on user’s perception on the quality, adequacy and

efficiency of public service, particularly in the delivery

of frontline services, which gather exact public

accountability. It also gathers feedback on how provisions

of the citizen’s charter are being followed and how the

agency is performing. The result of the survey were used by

the agencies including LGU concerned, in improving or

modifying their citizen’s charter and frontline services and

subsequently obtain an excellent public performance which

describe the following statements below as conditions which

describe the degree implementation of ARTA.13

Table 3. Response on report card survey

SITUATIONS RESPONDENTSEMPLOYEES CLIENTS NOSYWM VD WM VD WM VD

1. The citizen’s charteris properly posted atconspicuous places.

3.9 A 4.9 SA 4.7 SA

2. There is an existinganti-fixer campaignlocated at the vicinity ofthe government agency.

4.1 A 4.8 SA 4.6 SA

3. The employees wearidentification card at theassistance and complaintdesk.

4.3 A 4.8 SA 4 A

4. There is a publicassistance and complaintdesk (PACD).

4.1 A 4.3 SA 4.5 SA

5. No noon break policy isobserved. 3.8 A 4.9 SA 4 A

6. There is personaldisposition of the dutyofficer directly involvedin a front line service.

3.8 A 4.2 SA 4 A

7. There is qualityservice at the frontlineservice area.

4.3 SA 4.5 SA 4 A

8. There is an availablevisitor’s logbook. 4.2 SA 3.3 NA 3 NA

9. There is issuance ofvisitors pass. 3.7 A 3.3 NA 3.2 NA

10. There is a procedurefor filing complaints. 4 A 4.1 A 3.7 A

11. The complaint desk isavailable. 3.9 A 3.8 A 3.9 A

12. The names and contactdetails of the officialswhom clients can filecomplaints are indicatedin the billboard.

3.8 A 4.4 SA 3.9 A

13. The allowable periodfor extension to universalcircumstances is alsoincluded in the billboard.

3.3 NA 4 A 3.8 A

14. The feedback mechanism 3.3 A 4.1 A 4 A

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numbers to call and orperson to approach forrecommendations, inquiresuggestions as well ascomplaint is included inthe billboards.15. There is an anti-red-tape campaign poster. 4.4 SA 5 SA 4.8 SA

16. There is publicassistance desk. 3.6 A 4 A 4.1 A

17. The billboards iswritten in Filipino,English and local dialect.

4 A 2.8 NA 4.2 SA

18. The Citizen’s charteris posted on informationbillboards at the mainentrance or at mostconspicuous place.

3.8 A 4.8 SA 4.6 SA

19. There is fixer in thearea. 2.6 NA 1.5 SD 1.7 SD

20. The duty officerassists me prior to theend of official time.

3.4 A 3.6 A 3.3 NA

21. The duty officerassists me during lunchtime.

3.6 A 4 A 4 A

22. The duty officerinforms me on thedisapproval of myapplication or request.

3.7 A 3.9 A 3.9 A

23. The officer in chargeasks additional chargesnot included in the legalfee.

2.5 D 2.1 D 2.5 D

24. The officer on dutyaccepts my application orrequest and documentssubmitted during his hourof duty.

3.4 A 3.8 A 3.8 A

25. The officer issuesofficial receipt of mypayment.

4.6 SA 4.2 SA 4.5 SA

26. There is an individualoffering to facilitatetransaction in exchangefor money.

3.3 NA 1.9 D 2.5 D

27. The assistance desk 4 A 3.8 A 4.1 A

15

officer registers me onhis/her logbook.28. The instruction fortransaction is printed atthe back of each form inboth English and Filipinolanguage.

4.1 A 3.1 NA 3.5 A

GRAND MEAN 3.78 A 3.85 A 3.84 ALEGEND:

WM – weighted meanVD – verbal description

Rating Scale:4.20- 5.00 – Strongly Agree (SA)3.40- 4.19 - Agree (A)2.60- 3.39 – Neither Agree nor Agree (NA)1.80- 2.59 – Disagree (D)

1.00- 1.79 – Strongly Disagree (SD)

Table 3 shows the responses with regards to report card

survey. Indicated on the table are some of situations

related to report card survey. As shown, 2 situations got a

mean of 4.9, items 1 and 5 as response by client. This means

that citizen’s charter is properly posted at conspicuous

place in the agency. No noon break policy was being observed

also by their client.

All respondents rated “strongly agree” situation number

15 which tells that there is an anti-red tape campaign

poster in the vicinity.

Both nosy and clients rated ”strongly agree” situation

number 1, 2, 4, 18 and 25. It says that citizen’s charter is

properly posted at conspicuous place, there is also anti-

fixer campaign located at the vicinity, there is also public

assistance and complaint desk (PACD), the citizen’s charter

is posted on information billboards at the main entrance and

the officer issues official receipt of payment made.

16

All respondents rated situation 23 “disagree”. This

means that officer in charge do not include additional fee

not included in the legal fee.

Conclusion

Based on the findings of the study, the following

conclusions were derived:

1. the identification of the frontline service is practice

and step by step procedure to obtain a particular

service is placed in a conspicuous place was being

observed by the agency

2. special lanes for senior citizen was practice by the

agency. They also observed giving special lanes for

person with disabilities and for pregnant women.

3. Anti-fixer Campaign poster and no noon time break

poster were posted at all front line service unit of

the agency. According to the clients, no noon time

break policy was also observed.

Recommendation

1. for proper implementation of this Act, head of the

agency can conduct training or seminar so that all

members of the agency will become aware of the nature

and procedure on how to implement RA 9485.

2. Although anti-fixer campaign posters were posted around

the vicinity, adding CCTV cameras on the vicinity can

help minimize or avoid fixer within the area.

17

3. The aim of the Act is to lessen the case of graft and

corruption in the government, head of the agency mustfully observe and act on implementing this act to havetransparency in all transactions.

4. For further studies, researcher can also focus on theproblems encounter when implementing R.A. 9485.

18

APPENDICES

A. Employees’ Responses

Citizen'sCharter 5 4 3 2 1 total WM VD

1 1 10% 8 80% 1 10% 0 0 0 0 40 4 agree2 1 10% 6 60% 2 20% 1 10% 0 0 37 3.7 agree3 1 10% 6 60% 3 30% 0 0 1 10% 39 3.9 agree

4 2 20% 8 80% 0 0 0 0 0 0 42 4.2 stronglyagree

5 1 10% 2 20% 7 70% 0 0 0 0 34 3.4 agree

6 4 40% 4 40% 2 20% 0 0 0 0 42 4.2 stronglyagree

7 2 20% 7 70% 0 0 1 10% 0 0 40 4 agree8 1 10% 5 50% 2 20% 2 20% 0 0 35 3.5 agree9 1 10% 3 30% 5 50% 1 10% 0 0 34 3.4 agree10 2 20% 7 70% 1 10% 0 0 0 0 41 4.1 agree

11 0 0 3 30% 6 60% 1 10% 0 0 32 3.2

neitheragreenoragree

12 0 0 6 60% 1 10% 3 30% 0 0 33 3.3


13 2 20% 3 30% 2 20% 3 30% 0 0 34 3.4 agree14 2 20% 4 40% 3 30% 1 10% 0 0 37 3.7 agree15 0 20% 8 80% 2 20% 0 0 0 0 38 3.8 agree16 0 0 4 40% 6 60% 0 0 0 0 34 3.4 agree

FrontLine

Service1 2 20% 3 30% 5 50% 0 0 0 0 37 3.7 agree2 1 10% 6 60% 3 30% 0 0 0 0 38 3.8 agree3 1 10% 7 70% 2 20% 0 0 0 0 39 3.9 agree4 1 10% 4 40% 5 50% 0 0 0 0 36 3.6 agree5 0 0 5 50% 4 40% 1 0 0 0 34 3.4 agree

5 0 0 3 30% 6 60% 0 0 1 0 31 3.1


6 0 0 7 70% 3 30% 0 0 1 10% 38 3.8 agree7 3 30% 5 50% 1 10% 0 0 0 0 38 3.8 Agree8 2 20% 7 70% 1 10% 0 0 0 0 41 4.1 Agree9 3 30% 4 40% 3 30% 0 0 0 0 40 4 agree

10 5 50% 4 40% 1 10% 0 0 0 0 44 4.4 stronglyagree

11 1 10% 3 30% 5 50% 1 10% 0 0 34 3.4 agree12 3 30% 5 50% 0 0 2 20% 0 0 39 3.9 agree

19

13 4 40% 5 50% 0 0 2 20% 0 0 44 4.4 stronglyagree

14 3 30% 6 60% 0 0 1 10% 0 0 41 4.1 agree

15 2 20% 4 40% 3 30% 0 0 1 10% 36 3.6

Agree

ReportCardSurvey

1 3 30% 3 30% 4 40% 0 0% 0 0% 39 3.9 agree2 3 30% 5 50% 2 20% 0 0% 0 0% 41 4.1 agree

3 5 50% 3 30% 2 20% 0 0% 0 0% 43 4.3 stronglyagree

4 3 30% 6 60% 0% 1 10% 0 0% 41 4.1 agree5 2 20% 6 60% 0% 2 20% 0 0% 38 3.8 agree6 2 20% 4 40% 4 40% 0 0% 0 0% 38 3.8 agree

7 3 30% 7 70% 0% 0 0% 0 0% 43 4.3 stronglyagree

8 5 50% 3 30% 1 10% 1 10% 0 0% 42 4.2 stronglyagree

9 1 10% 6 60% 2 20% 1 10% 0 0% 37 3.7 agree10 3 30% 5 50% 1 10% 1 10% 0 0% 40 4 agree11 4 40% 2 20% 3 30% 1 10% 0 0% 39 3.9 agree12 1 10% 6 60% 3 30% 0 0% 0 0% 38 3.8 agree

13 0 0 3 30% 7 70% 0 0% 0 0% 33 3.3


14 0 0 5 50% 3 30% 2 20% 0 0% 33 3.3


15 4 40% 6 60% 0% 0 0% 0 0% 44 4.4 stronglyagree

16 2 20% 6 60% 0% 0 0% 2 20% 36 3.6 agree17 2 20% 6 60% 2 20% 0 0% 0 0% 40 4 agree18 1 10% 6 60% 3 30% 0 0% 0 0% 38 3.8 agree

19 1 10% 0 0 5 50% 2 20% 2 20% 26 2.6


20 1 10% 4 40% 3 30% 2 20% 0 0% 34 3.4 agree21 2 20% 4 40% 2 20% 2 20% 0 0% 36 3.6 agree22 1 10% 5 50% 4 40% 0 0% 0 0% 37 3.7 agree23 0 0 3 30% 1 10% 4 40% 2 20% 25 2.5 disagree24 1 10% 4 40% 3 30% 2 20% 0 0% 34 3.4 agree

25 6 60% 4 40% 0% 0 0% 0 0% 46 4.6 stronglyagree

26 1 10% 3 30% 5 50% 0 0% 1 10% 33 3.3 neitheragree

20

noragree

27 1 10% 7 70% 2 20% 0 0% 1 10% 40 4 agree28 2 20% 7 70% 1 10% 0 0% 0 0% 41 4.1 agree

B. Clients’ Response

Citizen’scharter 5 4 3 2 1 total WM VD

1 5 50% 5 50% 0 0% 0 0% 0 0% 45 4.5 stronglyagree

2 6 60% 4 40% 0 0% 0 0% 0 0% 46 4.6 stronglyagree

3 6 60% 4 40% 0 0% 0 0% 0 0% 46 4.6 stronglyagree

4 7 70% 3 30% 0 0% 0 0% 0 0% 47 4.7 stronglyagree

5 4 40% 5 50% 1 10% 0 0% 0 0% 43 4.3 stronglyagree

6 5 50% 5 50% 0 0% 0 0% 0 0% 45 4.5 stronglyagree

7 5 50% 5 50% 0 0% 0 0% 0 0% 45 4.5 stronglyagree

8 5 50% 4 40% 1 10% 0 0% 0 0% 44 4.4 stronglyagree

9 5 50% 4 40% 1 10% 0 0% 0 0% 44 4.4 stronglyagree

10 4 40% 4 40% 2 20% 0 0% 0 0% 42 4.2 stronglyagree

11 5 50% 5 50% 0 0% 0 0% 0 0% 45 4.5 stronglyagree

12 5 50% 5 50% 0 0% 0 0% 0 0% 45 4.5 stronglyagree

13 1 10% 5 50% 2 20% 2 20% 0 0% 35 3.5 Agree

14 2 20% 4 40% 2 20% 2 20% 0 0% 36 3.6 Agree

15 5 50% 4 40% 1 10% 0 0% 0 0% 44 4.4 stronglyagree

16 3 30% 5 50% 1 10% 1 10% 0 0% 40 4 Agreefront

21

lineservice

1 6 60% 4 40% 0 0% 0% 0% 46 4.6 stronglyagree

2 5 50% 4 40% 1 10% 0% 0% 44 4.4 stronglyagree

3 5 50% 4 40% 1 10% 0% 0% 44 4.4 stronglyagree

4 3 30% 6 60% 1 10% 0% 0% 42 4.2 stronglyagree

5 4 40% 5 50% 1 10% 0% 0% 43 4.3 stronglyagree

5 1 10% 1 10% 4 40% 2 20% 2 20% 27 2.7


6 0 0% 1 10% 5 50% 2 20% 2 20% 25 2.5 Disagree

7 3 30% 7 70% 0 0% 0% 0% 43 4.3 stronglyagree

8 0% 9 90% 0 0% 1 10% 0% 38 3.8 Agree

9 2 20% 8 80% 0 0% 0% 0% 42 4.2 stronglyagree

10 1 10% 9 90% 0 0% 0% 0% 41 4.1 Agree

11 2 20% 8 80% 0 0% 0% 0% 42 4.2 stronglyagree

12 6 60% 4 40% 0 0% 0% 0% 46 4.6 stronglyagree

13 6 60% 4 40% 0 0% 0% 0% 46 4.6 stronglyagree

14 7 70% 3 30% 0 0% 0% 0% 47 4.7 stronglyagree

15 3 30% 7 70% 0 0% 0% 0% 43 4.3 stronglyagree

reportcardsurvey

1 9 90% 1 10% 0% 0 0% 0% 49 4.9 stronglyagree

2 8 80% 2 20% 0% 0 0% 0% 48 4.8 stronglyagree

3 8 80% 2 20% 0% 0 0% 0% 48 4.8 stronglyagree

4 3 30% 7 70% 0% 0 0% 0% 43 4.3 stronglyagree

5 9 90% 1 10% 0% 0 0% 0% 49 4.9 stronglyagree

6 3 30% 6 60% 1 10% 0 0% 0% 42 4.2 stronglyagree

7 6 60% 3 30% 1 10% 0 0% 0% 45 4.5 strongly

22

agree

8 0% 5 50% 3 30% 2 20% 0% 33 3.3


9 0% 5 50% 3 30% 2 20% 0% 33 3.3


10 2 20% 7 70% 1 10% 0 0% 0% 41 4.1 Agree

11 1 10% 6 60% 3 30% 0 0% 0% 38 3.8 Agree

12 4 40% 6 60% 0 0% 0 0% 0 0% 44 4.4 stronglyagree

13 2 20% 6 60% 2 20% 0 0% 0 0% 40 4 Agree

14 3 30% 5 50% 2 20% 0 0% 0 0% 41 4.1 agree

15 10 100% 0 0% 0 0% 0 0% 0 0% 50 5 stronglyagree

16 2 20% 7 70% 0 0% 1 10% 0 0% 40 4 agree

17 0 0% 2 20% 4 40% 4 40% 0 0% 28 2.8


18 8 80% 2 20% 0 0% 0 0% 0 0% 48 4.8 stronglyagree

19 0 0% 0 0% 0 0% 5 50% 5 50% 15 1.5 stronglydisagree

20 0 0% 7 70% 2 20% 1 10% 0 0% 36 3.6 agree

21 2 20% 6 60% 2 20% 0 0% 0 0% 40 4 agree

22 2 20% 5 50% 3 30% 0 0% 0 0% 39 3.9 agree

23 0 0% 0 0% 2 20% 7 70% 1 10% 21 2.1 disagree

24 1 10% 6 60% 3 30% 0 0% 0 0% 38 3.8 agree

25 3 30% 6 60% 1 10% 0 0% 0 0% 42 4.2 stronglyagree

26 0 0% 0 0% 2 20% 5 50% 3 30% 19 1.9 disagree

27 0 0% 8 80% 2 20% 0 0% 0 0% 38 3.8 agree

28 0 0% 2 20% 7 70% 1 10% 0 0% 31 3.1


23

C. Nosy Response

NOSY RESPONSECitizens charter 5 4 3 2 1 total WM VD

1 440%

660%

00%

00%

00% 44 4.4 strongly

agree

2 330%

660%

110%

00%

00% 42 4.2 strongly

agree

3 550%

550%

00%

00%

00% 45 4.5 strongly

agree

4 440%

440%

220%

00%

00% 42 4.2 strongly

agree

5 110%

660%

330%

00%

00% 38 3.8 agree

6 220%

880%

00%

00%

00% 42 4.2 strongly

agree

7 220%

880%

00%

00%

00% 42 4.2 strongly

agree

8 220%

660%

220%

00%

00% 40 4 agree

9 330%

770%

00%

00%

00% 43 4.3 strongly

agree

10 330%

770%

00%

00%

00% 43 4.3 strongly

agree

11 330%

440%

330%

00%

00% 40 4 agree

12 550%

550%

00%

00%

00% 45 4.5 strongly

agree

13 00%

110%

770%

220%

00% 29 2.9

neitheragree nor

agree

14 220%

330%

330%

220%

00% 35 3.5 agree

15 440%

550%

110%

00%

00% 43 4.3 strongly

agree

16 330%

330%

440%

00%

00% 39 3.9 agree

frontline

service

1 660%

440%

00%

00%

00% 46 4.6 strongly

agree

2 550%

440%

110%

00%

00% 44 4.4 strongly

agree

3 440%

550%

110%

00%

00% 43 4.3 strongly

agree

4 00%

770%

330%

00%

00% 37 3.7 agree

5 00%

770%

330%

00%

00% 37 3.7 agree

24

5 00%

330%

110%

330%

330% 24 2.4 disagree

6 00%

330%

00%

330%


7 440%

660%

00%

00%

00% 44 4.4 strongly

agree

8 110%

550%

440%

00%

00% 37 3.7 agree

9 330%

550%

220%

00%

00% 41 4.1 agree

10 440%

550%

110%

00%

00% 43 4.3 strongly

agree

11 110%

550%

440%

00%

00% 37 3.7 agree

12 550%

440%

110%

00%

00% 44 4.4 strongly

agree

13 440%

660%

00%

00%

00% 44 4.4 strongly

agree

14 550%

440%

110%

00%

00% 44 4.4 strongly

agree

15 550%

550%

00%

00%

00% 45 4.5 strongly

agreereportcardsurvey

1 880%

110%

110% 0%

00% 47 4.7 strongly

agree

2 660%

440% 0% 0%

00% 46 4.6 strongly

agree

3 660%

440% 0% 0%

00% 46 4.6 strongly

agree

4 440%

220%

440% 0%

00% 40 4 agree

5 660%

330%

110% 0%

00% 45 4.5 strongly

agree

6 220%

660%

220% 0%

00% 40 4 agree

7 330%

440%

330% 0%

00% 40 4 agree

80%

220%

660%

220%

00% 30 3

neitheragree nor

agree

90%

440%

440%

220%

00% 32 3.2

neitheragree nor

agree

100%

770%

330% 0%

00% 37 3.7 agree

110%

990%

110% 0%

00% 39 3.9 agree

120%

990%

110% 0%

00% 39 3.9 agree

13 110%

660%

330% 0%

00% 38 3.8 agree

14 1 10% 8 80% 1 10% 0% 0 0% 40 4 agree

25

15 880%

220%

00% 0%

00% 48 4.8 strongly

agree

16 220%

770%

110% 0%

00% 41 4.1 agree

17 220%

880% 0% 0%

00% 42 4.2 strongly

agree

18 770%

220%

110% 0%

00% 46 4.6 strongly

agree

190%

110%

110%

220%

660% 17 1.7 strongly

disagree

200%

330%

770% 0%

00% 33 3.3

neitheragree nor

agree

21 330%

550%

110%

110%

00% 40 4 agree

220%

990%

110% 0%

00% 39 3.9 agree

23 220%

110%

00%

440%


24 220%

440%

440% 0%

00% 38 3.8 agree

25 660%

330%

110% 0%

00% 45 4.5 strongly

agree

26 110%

330%

00%

220%


27 220%

770%

110% 0%

00% 41 4.1 agree

28 110%

330%

660% 0%

00% 35 3.5 agree

26

D. Certificate of Appearance

27

E.Documentation.

28

F. Communication Letter

30

EVALUATION ON THE IMPLEMENTATION OF THE ANTI

Documents

Transcript of EVALUATION ON THE IMPLEMENTATION OF THE ANTI