1

Assessing the Implementation of Citizen’s Charter and Challenges Encountered: Applicable Insights for Continuous Improvement of Frontline Services

International Journal of Science and Management Studies (IJSMS)
© 2024 by IJSMS Journal
Volume-7 Issue-5
Year of Publication : 2024
Authors : Christine B. Diocos
DOI: 10.51386/25815946/ijsms-v7i5p116
Citation:
MLA Style: Christine B. Diocos "Assessing the Implementation of Citizen’s Charter and Challenges Encountered: Applicable Insights for Continuous Improvement of Frontline Services" International Journal of Science and Management Studies (IJSMS) V7.I5 (2024):185-195.

APA Style: Christine B. Diocos, Assessing the Implementation of Citizen’s Charter and Challenges Encountered: Applicable Insights for Continuous Improvement of Frontline Services, International Journal of Science and Management Studies (IJSMS), v7(i5), 185-195.
Abstract:
Good governance as defined by efficacy and efficiency, accountability, transparency, and responsiveness is crucial for achieving sustainable economic and social development. A key strategy for improving service delivery in organizations is the adoption of Citizen’s Charter (CC). This descriptive research study described the extent to which Citizens' Charters are being implemented at Iloilo State University of Fisheries Science and Technology and the challenges encountered by the respondents in its implementation. Thirty-eight (38) service providers and seventy-nine (79) service users of the frontline offices for January – July 2024 of the Iloilo State University of Fisheries Science and Technology Main Tiwi Site, Tiwi, Barotac Nuevo, Iloilo, Philippines were the respondents of the study. Results revealed that accessibility and awareness of the CC, transparency and timeliness of service delivery, service quality and professionalism, and monitoring and evaluation are substantially implemented as perceived by the respondents. The respondents considered limited knowledge of the Citizen’s Charter to be a significant challenge in its implementation. Respondents considered stakeholders' limited involvement in the charter formulation as a moderate challenge, followed by insufficient staff, complex documentation, insufficient monitoring and enforcement, and lack of training. Results show statistically significant differences in the respondents' views on the challenges in implementing the Citizen's Charter, such as limited involvement of stakeholders in the formulation and insufficient staff.
Keywords: Good Governance, Service Delivery, Quality, Accountability, Transparency, Client Satisfaction.
References:
[1] Ahsan, A.H.M & Huque, A. (2016). Citizen's charter and implementation failure: Performance of local councils in Bangladesh. Public Administration and Policy An Asia-Pacific Journal. 19. 6-22.
[2] Amruta, P. (2023). Citizen's Charter – Indian polity notes. https://prepp.in/news/e-492-citizens-charter-upsc-polity-and-governance-notes
[3] Bjork, P.G. and Johansson, H.S.H. (2001). Towards Governance Theory: In Search for a Common Ground. IPSA. http://unoacademia.ch/ webdav/site/ development/ shard/development /mdv/sutienauxcours0809/ E721governance/2.1
[4] Calina, L.P. (2015). Citizen's Charter: An assessment of contributions to frontline service delivery. Philippine Journal of Public Administration, Vol. LIX No. 1. https://www.academia.edu/ 31874589/ Citizens_Charter _An_Assessment _of_Contributions _to_Frontline_ Service_Delivery
[5] Center for Public Impact (2018). The Anti-Red Tape Act in the Philippines. https://www.centreforpublicimpact.org/ case-study/ anti-red-tape- act-philippines#:~ :text=ARTA%20was %20the%20first %20legislation %20in%20the %20Philippines, limited%20to %20a%20maximum %20of%20five.%E 2%80%9D%20% 5B%203%5D
[6] Ekundayo, W. (2017). Good governance theory and the quest for good governance in Nigeria. International Journal of Humanities and Social Science. https://ijhssnet.com/ journals/Vol_7 _No_5_May_2017/21.pdf
[7] Escarda, F.E. & Halun, Z.B. (2024). Frontline Services of Cebu Normal University (CNU) Registrar’s Office: Then and Now . International Journal of Science and Management Studies (IJSMS), v7(i5), 99-108.
[8] Faul, F., Erdfelder, E., Lang, A.-G., & Buchner, A. (2007). G*Power 3: A flexible statistical power analysis program for the social, behavioral, and biomedical sciences. Behavior Research Methods, 39(2), 175-191.
[9] Fraenkel, J. (2023). How to design and evaluate research in education, 11th ed. McGraw-Hill
[10] Gabriel, A. (2018). Bureaucratic Red Tape in the Philippines. 10.1007/978-3-030-66252-3_3523.
[11] Gay, L. R. (1976). Sample size calculations for research in education. Educational and Psychological Measurement, 36(4), 377–385.
[12] Geducos, A.C. (2019). ARTA to strictly enforce Citizen’s Charter requirement for all gov’t agencies. Manila Bulletin. https://mb.com.ph/ 2019/12/07/ arta-to- strictly-enforce -citizens-charter -requirement-for -all-govt-agencies/
[13] Kamrul Ahsan, A.H.M. (2022). Understanding Implementation of Citizen’s Charter as Agent of Change. In: Baikady, R., Sajid, S., Nadesan, V., Przeperski, J., Islam, M.R., Gao, J. (eds) The Palgrave Handbook of Global Social Change. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-87624-1_100-1
[14] Limsa, M.D, Gabileo, E.C. & Olano, R.G. (2022). Implementation of citizen's Charter in Western Philippines University, Aborlan, Palawan. European Journal of Humanities and Educational Advancements,3(4), 70-87. https://scholarzest.com/ index.php/ejhea/ article/view/2113
[15] Memorandum Circular No. 2021-03 (2021). https://law.upd.edu.ph/ wp-content/uploads/ 2021/06/ARTA- Memorandum-Circular- No-2021-03.pdf
[16] Minogue et al. (1998). Introduction: The Analysis of Public Management and Governance. In Minogue M., Polidano, C., & Hulme,D (Eds.). Beyond the New Public Management, Changing Ideas and Practices in Governance. Edward Elgar Publishing Limited
[17] Pedroud, A., Tehran, G. M., & Alimoradi, M. (2022). Identifying and prioritizing factors affecting the implementation of the Citizen's Charter in Iranian state agencies. Journal of Management and Development Process. 35. 3–28. 10.52547/jmdp.35.2.3.
[18] Post, D., & Agarwal, S. K. (2011). Citizen charters: Enhancing service delivery through accountability. https://documents.banquemondiale.org/ curated/fr/543241468135929562/ Citizen-charters- enhancing-service- delivery-through- accountability
[19] Saguin, K. (2013). Critical challenges in implementing the citizen's charter Initiative: Insights from selected local government units. Philippine Journal of Public Administration,57 (1). http://dx.doi.org/10.2139/ssrn.2630536
[20] Jose, J. C. S. (2023). Problems Encountered in the Implementation of the Citizen's Charter: The Case of 4th District, Camarines Sur, Philippines. International Journal of Multidisciplinary Research and Analysis. https://doi.org/10.47191/ijmra/v6-i4-56
[21] Tavakol, M., & Dennick, V. (2011). Making sense of Cronbach's alpha in questionnaire research: A critical review. Journal of Nursing Education, 50(4), 273-281.
[22] The World Bank. (2011). Citizen charters: enhancing service delivery through accountability (English). http://documents.worldbank.org/ curated/en/543241468135929562/ Citizen-charters -enhancing-service- delivery-through -accountability
[23] The World Bank. (2017). Doing Business 2017 - Equal Opportunity for All. http://documents.worldbank.org/ curated/en/172361477516970361/ Doing-business-2017- equal-opportunity -for-all
[24] Torres, L. (2006). Service Charters in Spain: Transparency and citizen empowerment or government marketing? Public Money & Management, 26:3, 159–164. https://www.researchgate.net/ publication/365646332_ Citizen's_Charter_ in_Public_Services _Development_Principles _and_Practice