A comparative study on the implementation of the Citizen’s Charter by the Land Transportation Office at its SM Manila

and San Andres offices

Darren Joseph M. del Prado

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 Office. A law has already been passed in order to lessen if not eradicate the said problem. The purpose of this thesis is to gain an in depth understanding as to how the Citizen’s Charter is being implemented by the LTO at their SM Manila and San Andres offices and determine what problems they are still facing despite the implementation of the Citizen’s Charter. In order to get the in depth knowledge for the thesis, a survey has been utilized as well as an interview with the head of both offices. It 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

INTRODUCTION

The current government system contains an extensive set of rules and regulations to be followed. State policy has been a major activity of the state perhaps evens the major and basic activity enabling the state to achieve specific goals, using all possible means of influence and manipulation of available resources (Sytin 2012). Agencies handled by bureaucrats are being criticized for these long transactions because it discourages people from engaging transactions with the government. These rules and regulations have been pointed out as one of the root causes of corruption in the government. Republic Act No. 9485 or the Anti Red Tape Act of 2007(ARTA of 2007), an act to improve efficiency to deliver government service to the public by reducing bureaucratic red tape, preventing graft and corruption, and providing penalties

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therefore, has been existing for the last six years but the recent Report Card Survey by the Civil Service Commission shows that this law is still not being faithfully implemented by most government agencies throughout the country.

Having rules and regulations has always been a good thing. It makes sure that it controls the conduct of those to whom it applies. But 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 make foreign and even local investors think twice before investing in the Philippines. These wasteful and inefficient processes, excessive bureaucracy, and inflexible organizational structures and professional practices are called red tape (Chen & Williams 2007).

Red tape and bureaucracy go hand in hand and these government agencies are the ones causing the circuitous delays. Bureaucracy is a concept as well 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 (Labolo 2012). Bureaucratic organizations have long been criticized for making excessive rules and regulations to control the every possible action in the workplace and eliminate the possibility of employees to think for them. Bureaucratic organizations are perceived as normally bad in many ways. Among the undesirable characteristics attributed to them, especially to governmental bureaucracies, is impersonal and inhumane treatment of citizens (Goodsell, Austin, Hedblom, & Rose 1981).

This study was intended to help assess the implementation of the government measure to eradicate red tape in the agencies of the government that deals with business transactions and registrations- the Citizens Charter of the LTO under the ARTA of 2007.Further, this study aimed to promote the strict implementation of the ARTA of2007 on LTO SM Manila and LTO San Andres. Eradication of red tape would surely lessen graft and corruption in our country because this will prevent collusion and fixers from operating with government agencies. Policy change would most like be the only way to reduce if not eradicate red tape but public agencies are unlikely to pursue controversial policy change in traditional goals on their own, such actions depend upon meaningful intervention by formal authorities external to the implementing agency (Lowry 2008). Changing policies that have been there for years and years is not an easy task for government officials. Changing policies would mean that employees would adjust to perform the new policies but behind this adjustment is reducing and eradicating which would truly benefit the government and its citizens and penalize those corrupt officials who have been ruling the government for years now. This study will be helpful in the dissemination of information to the citizen of the Philippines with regard to the implementation of the citizen's charter and its effect on the problem of red tape which will hopefully aid in the eradication of the said problem.

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Theoretical Framework

In the Weberian theory of bureaucracy, Weber described many ideal types of public administration and governance. It was Weber who began the study of bureaucracy and whose works led to the popularization of this term. Many aspects of modern public administration date back to him. Changes occurred during that time and this resulted in public demands for a new administrative system that treated all humans equally. Weber's ideal bureaucracy is characterized by hierarchical organization, delineated lines of authority with fixed areas of activity, action taken on the basis of, and recorded in, written rules, bureaucratic officials with expert training, rules implemented by neutral officials, and career advancement depending on technical qualifications judged by organization, not individuals (Adair-Toteff 2005).

Weber's bureaucratic theory emphasized the need for a hierarchical structure of power. It recognized the importance of division of labor and specialization. A formal set of rules was bound into the hierarchy structure to insure stability and uniformity. Weber also put forth the notion that organizational behavior is a network of human interactions, where all behavior could be understood by looking at cause and effect (Walonick 1993). In this study, the theory was used in describing the processes a client would go through when transacting with the government. These processes are deemed unnecessary by the people, these steps or processes in transacting with the government will be the subject of the research.

REVIEW OF RELATED LITERATURE

Bureaucracy

Bureaucracy is a system of government in which most of the important decisions are made by state officials rather than by elected representatives (Labolo 2012. The researcher referred to the system of administration marked by officialism, red tape and proliferation. It is a concept as well as an organization that connects between 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: widespread collusion and nepotism rife least adequately describe bureaucratic problems elsewhere.

Red Tape

Red tape is the rigid mechanical adherence to bureaucratic rules and regulations especially those involving unnecessary paper works. It refers to hoops you have to jump

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through and the paper work you need to fill up in order to accomplish a business transaction with an agency.

The Anti Red Tape Act of 2007is 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 (ARTA 2007). It was based on Article II, Sec 27 of the 1987 Constitution which states that, the state shall maintain honesty and integrity in the public service and shall take positive and effective measures against graft and corruption. The act was passed in response to the urgent need to establish an effective system that will eliminate bureaucratic red tape, avert graft and corrupt practices and improve efficiency of delivering government frontline services (Dimarucot 2013).

The law covers all government offices and agencies including local government units and government owned or controlled corporations that provide frontline services. It excludes those performing judicial, quasi-judicial and legislative functions but the frontline services of these agencies are deemed included.

Despite the existence of the ARTA of 2007, recent studies show that this law is still not being followed by most of the countries governmental organizations. This law was passed in order to encourage foreign investors from around the world to invest in the Philippines and therefore will result in a positive outcome which will benefit the country in the long run. Foreign investors see our country as being plagued by rules and procedures not even necessary in the whole transaction and most of them deem it as inhumane so instead of trying to open up business opportunities here they tend to move somewhere else.

Long business transactions and paperwork approvals has scared away foreign investors, though already having the ARTA of 2007 government offices and agencies especially from the provinces were unable to follow the standards set by the law, this was according to the Report Card Survey of the Civil Service Commission.

Land Transportation Office

The concept of land transportation system in the Philippines started when our ancestors invented the means of locomotion with the animals in moving people and goods from place to place. These laws were as informal and simple as specifying which animal could be used for certain purposes but these showed that our ancestors had already felt the need to regulate the transportation system (LTO 2012). Means of transportation those days were not as good as it is now but the early Filipinos observed some laws to govern their mobility. As years go by, more and more people deem it necessary to have their own vehicle for convenience in transportation and as this happens more people are trying to acquire their licenses.

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Filipinos were influenced by Americans and soon started to use cars, jeep, trucks and other types of vehicles. The mode of travelling became advanced at that time that a new set of rules are needed to govern land travel.

On February 6, 1912, Legislative Act No. 2159 was enacted to regulate motor vehicles in the Philippine Islands and to provide for the regulation and licensing of operators. This was the first formal law on land transportation passed by the legislature. This law created an Automobile Section under the Administrative Division of the Bureau of Public Works. The Section was tasked to take charge of motor vehicles and drivers’ services.

Later on, Legislative Act 2159 was amended by 2389, 2556, 2587, 2639 and 2925. In 1922, Act No. 3045 was passed into law compiling and incorporating all laws governing motor vehicles. The Automobile Section was upgraded to the Automobile Division under the Bureau of Public Works.

On January 1, 1933, Act No. 3992 otherwise known as “The Revised Motor Vehicle Law” was enacted amending Act No. 3045.The Automobile Division was renamed Division of Motor Vehicles. The Chief of the Division was called the Superintendent of Division of Motor Vehicles.Act No. 3992 was amended by Commonwealth Act Numbers 123, 548, 556, 652 and Republic Act Numbers 314, 587, and 2383.

On June 2, 1945, Department Order No. 4 was issued by the Department of Public Works and Highways reorganizing the Division.This took effect after the liberation of the Philippines from the Japanese invasion.In 1947, Executive Order No. 94 was promulgated reorganizing the different executive departments, bureaus and offices. Under Section 82 of this E.O., the Division of Motor Vehicles was upgraded into the Motor Vehicles Office (MVO) with the category of a Bureau.The Chief of the MVO enjoyed the rights and privileges of a Bureau Director.

During the fifties and early sixties, our country started undergoing rapid economic development. Industrialization advanced and as a consequence, more and better roads were constructed.The Filipino then realized the need for more and better means of transportation. The growth in the number of motor vehicles increased the demand for services that the MVO must render to the public. This necessitated the issuance by the DPWH on June 5, 1961 of Administrative Regulation No. 1 transferring the function of collecting the registration fees from city treasurers to the various vehicle agencies of MVO.

On June 20, 1964, R.A. 4136, otherwise known as the “Land Transportation and Traffic Code” was enacted abolishing the Motor Vehicle Office and creating the Land Transportation Commission. This law likewise partially repealed Act No. 3992. The Code provided that the Land Transportation Commission shall “control as far as they apply, the registration and operation of motor vehicles and the licensing of owners,

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dealers, conductors, drivers and similar matters.” To effectively carry out its mandate, the Land Transportation Commission established regional offices in various parts of the country.

On July 23, 1979, Executive Order Number 546 was promulgated creating the Ministry of Transportation and Communications (MOTC).This marked reorganization. The Land Transportation Commission was renamed Bureau of Land Transportation and was absorbed by MOTC.

On June 2, 1980, Batas Pambansa Bilang 43 was passed providing for the issuance of permanent number plates to owners of motor vehicles and trailers, amending for the purpose section 17 of RA 4136.

On March 20, 1985, Executive Order 1011 was promulgated. This Executive Order abolished the Board of Transportation and the Bureau of Land Transportation and established the Land Transportation Commission. The defunct BLT and BOT were merged and their powers, functions and responsibilities were transferred to the Land Transportation Commission (LTC) headed by a Chairman, assisted by four Commissioners. The LTC was tasked 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 adjudicating apprehensions.

On January 30, 1987, the Land Transportation Commission was abolished and two offices were created, namely. The Land Transportation Office (LTO) and the Land Transportation Franchising and Regulatory Board (LTFRB).The LTO took over the functions of the former BLT and the LTFRB took over the functions of the former BOT. The MOTC was likewise renamed DOTC.

These changes took effect with the promulgation of Executive Order No. 125 which was later amended by Executive Orders No. 125-A dated April 13, 1987 and E.O. 226 dated July 25, 1987. Despite the changes in names of Office and all the reorganizations that took effect, its basic functions on land transportation system remain the same.The promotion of safety and comfort in land travel is its continuing commitment (LTO 2012).

Citizen’s Charter

The Philippine government enacted a landmark legislation that pushes the government’s drive for improved public service delivery to a higher level. Republic Act 9485 otherwise known as Anti-Red Tape Act (ARTA) was signed into law to serve as the government’s commitment to reducing public sector inefficiencies, and preventing graft and corruption. Since then, the law has become the foundation of the service delivery improvement program of the public sector. One of main features of the law is

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mandating all agencies and instrumentalities of the government that provide frontline services to develop a Citizen’s Charter (Saguin 2007).

It is an official document that shows the service standards to guide the citizens in availing the service of an agency.

With the introduction of the citizen’s charter, there was a shift in the way people do business with the government. The charters serve as a contract between the public and state on how services are to be provided. Charters serve as official document that outlines the public’s entitlements (Haque, 2007). In general, the citizen’s charter is composed of elements showing the set of service standards to be followed 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 citizen’s charter of the Land Transportation Office with regard to the renewal of licenses includes the transaction and the time required to finish the transaction.

The first step was requesting the application for Driver’s License and/or accomplishes whereas the required time to finish is two minutes and at the same time the applicant will obtain a queue number from the CSR.

The second step in the renewal would be the submitting ADL and other required documents, it will be reviewed and verified by the employee and the time required to finish the step is ten minutes.

Third step would be proceeding to the photo counter and wait for the applicant’s name to be called for picture taking and for the signature and the time required for the step is 3 minutes.

In the fourth step of the renewal, the application will be approved by the approving officer and the routing slip will be forwarded to the cashier, the process will only take 2 minutes to finish.

The fifth step will be the payment of the license fee, after the payment the client will be informed to proceed to the releasing section, the step requires 10 minutes to finish.

The last step of the renewal is receiving the official receipt and the license card and the signature of the client will be affixed on the log book, the step requires 5 minutes to finish (Citizen’s Charter LTO, 2012).

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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 comparatively effective.

METHODOLOGY and DATA

Research Design

Quantitative approach was used in the study to determine the difference of satisfaction of the respondents with regard to the services offered by the two LTO offices in the renewal process of driver’s licenses. The questionnaire contained the steps to be taken by each of the respondents while renewing their licenses, each step has a required time to finish, this according to the citizen’s charter of the LTO, and the respondents were to check the rate of their satisfaction. The respondents from both offices given the same set of questionnaires where they are to rate the level of satisfaction from strongly disagree to strongly agree compared determining which office gives the better service by comparing the satisfaction of customers which were reflected on the questionnaire they answered. The respondents were composed of people renewing their driver’s 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 which involves collecting information without manipulation of variables and prinmarily asking the question “what”. The information gathered in this study is about the compliance of the two offices of the LTO with regard to the standards set by the citizen’s charter

Participants

The participants of this study include 20 drivers and car owners who were renewing their driver’s licenses at the time of the survey. The heads of office of the LTO in San Andres and SM Manila were also included to determine the problems and observation since the implementation of the citizen’s charter.

Procedure

The participants of the study were the clients of the LTO who were renewing their driver’s licenses at the time of the survey. The survey was done with the permission of the LTO Regional Office and with their consent, the heads of office were interviewed withe relation to the implementation of the citizen’s charter in their offices.

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Instrumentation

A questionnaire was utilized to determine whether the offices followed the standards set by the citizen’s charter in dealing with their clients. It consisted of 10 items and required approximately 40 minutes to finish, that is the time set by the citizen’s charter in finishing the renewal of licenses. Questionnaire items were to be answered by checking the response of the respondents, options ranged from ‘strongly disagree’ to ‘strongly agree’. Interview questions were also formulated and utilized. The questions were validated by 4 experts, 3 lawyers and 1 vallidator from the Letran Research Center.

Data Analysis

The responses to the survey questionnaires were tallied and interpreted. The results and interpretation of the aforementioned test were used to determine the degree of compliance of the office with regard to the standards set by the citizen’s charter. Interview sessions were also conducted with the heads of the offices of the LTO which were recorded and transcribed to ascertain the problems the offices are still facing despite the existence of the citizen’s charter.

Locale

This study was conducted in the offices of LTO in SM Manila, located at the 5 th floor of SM Manila and San Andres, located at Vasquez St., Malate, Manila.

RESULTS AND ANALYSIS

Problems with manpower and defective equipment haunt the office

During the interview with the head of LTO SM Manila, the problems commonly faced by the office are the difficulties when their equipment malfunctions and the lack of man power. When asked about the existence of fixers in their office, he denied that such are operating in their premises, saying that the fixers are now being controlled because of the citizen’s charter, unlike in the past where fixers were free to manipulate the process. He also said that most of the clients do not really know what the purpose of the citizen’s charter is, although posters were posted outside the office premises, people still lack knowledge of the citizen’s charter. During the interview, he denied that red tape still exists in the LTO and that it was eradicated by the citizen’s charter which only means that the implementation of the citizen’s charter in the said office was a success.

Furthermore, the San Andres office head stated that the common problem areas of the LTO offices would be the supply; he specifically stated the plates and stickers. According to him, fixers inside the office or compound are controlled or cannot operate

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in the office so most of the fixers operate outside the office or compound because the offices are now armed with CCTV cameras that can monitor their actions. He also stated that the people do not have enough knowledge of the purpose of the citizen’s charter simply because they do want to read, they prefer personal contact. The implementation of the citizen’s charter in the LTO started two years ago according to Mr. Batolina and it is all because of the Anti Red tape Act of 2007. The steps encountered in the LTO are being monitored by a routing slip and a computer system starting from the first step until the last, everything is monitored. He also said that the required time to finish each transaction is being met by his office. He also believes that the red tape in the LTO has been totally eradicated due to the implementation of the citizen’s charter. According to him, the implementation of the citizen’s charter on the Land Transportation Office was a success but is still subject to improvement.

Clients were satisfied with the services of the agency

From a scale of strongly disagree to strongly agree, the respondents answered the survey based on the required time to finish a transaction. Contrary to the belief that the different offices of the government are ignorant and rude towards it people, the survey on the LTO in its SM Manila office showed the opposite.

On the first item of the survey alone, which asks if the customer service representative briefed them on how to finish the form and if the step took only 2 minutes to finish, 40 percent of the respondents agreed that the estimated time allotted to the first step in renewing their licenses were met while 60 percent strongly agreed that the time required were met.

The second step of the renewal involved the assigning of the queue number, informing the applicant of the procedure and accomplishment of the routing slip. 30 percent of the respondents agreed that the steps were properly oriented to them while 70 percent agreed of the same.

Thirdly, after the submission of the required documents, it was reviewed and submitted for completeness and authenticity. Verification of the license record and the creation of the transaction ID were done for the applicant, afterwards the routing slip has been accomplished and was passed to the cashier. The whole transaction, according to the citizen’s charter, is to be finished in 17 minutes, 40 percent believed that it was finished on the required time while 60 percent strongly agreed of the same.

Fourthly, the applicant is to proceed to the photo counter and wait for their names to be called, when called, the clerk captures the photo and accomplishes the routing slip, this step was to be finished in 3 minutes time, 70 percent strongly agreed that time and procedure were properly met, 20 percent agreed, while 10 percent did not believe that the procedures were not being followed correctly.

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Fifthly, the approving officer reviewed the documents, electronically and physically, accomplished the routing slip and forwarded the documents to the cashier and the procedure should be finished within 2 minutes. 50 percent strongly agreed that the procedure as well as the time was properly done, 40 percent agreed, while 10 percent did not agree.

Sixthly, the applicants were to pay the required 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 10 minutes, 60 percent strongly agreed and 40 percent agreed that it was rightly done.

On the last and final step of the renewal, the applicant received the official receipt and the driver’s license from the releasing clerk and the applicant affixed his signature in the log book and the steps were to be finished in 5 minutes only, half of the respondents strongly agreed that the steps were rightly being followed and the other half agreed.

On the follow up questions regarding the problems encountered, the respondents answered that the office lacks manpower. They also believe that in order to resolve the problems, the government must allocate more funds to the LTO.

The results of the survey in LTO San Andres were almost the same, on the first step of the renewal, 70 percent strongly agreed that the time was met, 30 percent agreed of the same. On the second step, 20 percent strongly agreed that the procedure was rightly followed, while 70 percent also agreed. On the third step, 30 percent strongly agreed that the requirements of the citizen’s charter were met while 70 percent agreed of the same. On the fourth step, only 20 percent strongly agreed while 80 percent agreed that the required time was met. On the fifth step, again 20 percent strongly agreed that the time was met while 80 percent agreed of the same. On the sixth step of the renewal, 20 percent strongly agreed that the time was met while 80 percent agreed of the same. On the last and final step, 80 percent agreed that it was rightly done and 20 percent strongly agreed.

Fixers

These are individuals who have access to the employees and transaction of the agency. These culprits can no longer operate in the premises of the LTO because of the implementation of the citizen’s charter; the offices are now armed with CCTV cameras that can monitor their actions inside the offices. Unlike years ago, the process can now be finished in a matter of minutes, so applicants are now renewing their licenses personally rather than dealing with fixers. According to the interview with the head of LTO San Andres, fixers can no longer operate in their premises, thanks to the changes brought about by the citizen’s charter. They still operate outside the compounds of LTO

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because people still approach them; not knowing that renewing their licenses themselves is far easier than it was before.

DISCUSSION

The problem with the supply of plates and stickers and defective equipment were the problems pointed out during the interview. The supply is a problem that they cannot solve since the problem belongs to top level management. Their task is to handle renewal and application only and the supply is beyond their reach. On the other hand, the problem with the defective equipment can be solved through allotting more budgets or upgrading or maintenance of the equipment they already have. The implementation of the citizen’s charter in the LTO two years ago made sure that the transaction made by the people with the government is being guided by a set of rules and required time to finish each transaction. This resulted into the fast renewal of licenses. Long before the implementation of the citizen’s charter, the renewal of licenses would even take a year to finish, especially in cases where the applicant lost his license but with the current citizen’s charter, on average the renewal of licenses will only take 40 minutes to finish and in some cases it will only take 20 minutes.

With regard to the problem with fixers, this is something that the LTO cannot eradicate simply because of the people choose to approach fixers despite the very short time needed in renewing the license. It was pointed out that this is caused by cultural problems of Filipinos; we prefer to deal with people personally rather than read the law itself. The signage are very noticeable in the offices to not deal with fixers but still people prefer dealing with them simply because they do not want to deal with the government because of the bad image it developed long before the implementation of the citizen’s charter.

People are still unaware of the existence and purpose of the citizen’s charter, tons of signage are posted outside the LTO offices regarding the Anti Red Tape Act, the citizen’s charter and fixers but still the people does not know what they are for simply because they does not want to read or does not want to understand what the law says. Everything is posted outside the offices of the LTO, all the people need to do is read to understand but still they prefer not to read and understand what is being meant by the signage.

The implementation of the citizen’s charter is truly a success, during the survey the researcher have observed the flow of the transactions, one person came to the renewal centre in SM Manila the same time he arrived, 25 minutes after that he was already finished renewing his license. There is a routing slip which is computer monitored from the first step to the last and because of this the time required per transaction is being met by the office.

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Fixers are still apparent outside the LTO compound in San Andres but their operations have been minimized. The fixers will only be eradicated with the help of the people, once they stop approaching fixers for the renewal of their licenses, that will be the very moment that the fixers will no longer operate in this field of the government, the good news is that red tape has been totally eradicated because the transactions are now fully automated. People still believe that red tape exists in the LTO simply because the office cannot please everybody, small delays because of lack of manpower or other problems, the people would already tag it as red tape which is not true. It was guaranteed that the red tape has been totally eradicated from the LTO.

The implementation of the citizen’s charter was both a success in the two offices evidenced by the survey conducted and the observation of the researcher during the survey. Despite the success of the citizen’s charter people would still believe that the transactions are slow simply because people have no satisfaction, we get accustomed to the new system then we expect more than what has been successful.

With regard to what office implements the citizen’s charter better, the survey results revealed that LTO SM Manila are better in following the citizen’s charter. The results of the survey from the two offices are not far apart, the SM Manila office bettered the San Andres Office by a small margin. The applicants in SM Manila were more satisfied with the services of the office than that of San Andres because, as an extension only, the SM Manila deals only with the renewal of licenses unlike the San Andres office which deals with multiple applications, registry of vehicles and transactions. Transactions of the LTO, other than renewing the license, requires more time to finish than that of the renewal, that is the reason why some respondents from San Andres do not believe that the office follows the standards set by the citizen’s charter.

CONCLUSION

The researcher therefore concludes that red tape has been totally eradicated in the LTO SM Manila and LTO San Andres because of the implementation of the citizen’s charter. Eradication of the said problem was a success because of the strict implementation of the citizen’s charter in both of the offices as well as the cooperation of the employees and the applicants. Information dissemination is also needed in order for the people to know what a citizen’s charter is, its purpose and goal. Once people know what it is really about, applicants will flock the agency because they already have the knowledge of how the system works and they will realize that dealing with the agencies are not as hard as they were before. Though problems still persists, such as fixers, low budgets, and defective equipment, the implementation of the citizen’s charter in both offices was a success with LTO SM Manila slightly edging LTO San Andres when it comes to the implementation.

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RECOMMENDATION

The researcher recommends that the government agencies, experiencing from long queues of clients on a daily basis, should adapt the system of the LTO, with the guidance of the citizen’s charter, in dealing with their clients. Pushing through of the strict implementation of the Citizen’s Charter would benefit not only the people but also the government when it comes to their relationship with the citizens. Dissemination and information campaign is also needed to inform the people of the citizen’s charter as well as the wrong habit of dealing with fixers. More budgets should be allotted to the offices for them to be able to solve the existing problems with their equipment as well as the lack of manpower. A thorough investigation about the fixers is also needed, finding ways to stop and eliminate them will make the government the only medium of transaction for the clients.

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