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
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
employee client nosy
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
employee client nosy
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
14
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
neitheragreenoragree
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
neitheragreenoragree
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
neitheragreenoragree
14 0 0 5 50% 3 30% 2 20% 0 0% 33 3.3
neitheragreenoragree
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
neitheragreenoragree
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
neitheragreenoragree
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
neitheragreenoragree
9 0% 5 50% 3 30% 2 20% 0% 33 3.3
neitheragreenoragree
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
neitheragreenoragree
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
neitheragreenoragree
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%
330% 21 2.1 disagree
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%
330% 25 2.5 disagree
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%
440% 25 2.5 disagree
27 220%
770%
110% 0%
00% 41 4.1 agree
28 110%
330%
660% 0%
00% 35 3.5 agree
26
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