IMPLEMENTATION OF CITIZEN’S CHARTER IN WESTERN PHILIPPINES UNIVERSITY, ABORLAN, PALAWAN
Keywords:
Citizen’s Charter, Clients, Frontline, Service deliveryAbstract
The main objective of the study was to determine the level of implementation of Citizen’s Charter in Western Philippines University which was conducted from August 22, 2017 to September 21, 2017. Specifically, this study aimed to determine the following: implementation of the Citizen’s Charter; the significant difference between client-respondents and employee-respondents assessment levels; and respondents’ problems encountered, and suggestions for the improvement of the Citizens Charter implementation. Data were gathered through survey questionnaires from 240 clients and 65 frontline employees and analyzed using frequency counts, means, percentages, ranks and t-test. Respondents perceived that there was a very good implementation on the aspects of compliance to the Citizen’s Charter provisions, frontline service delivery, service quality, physical working condition while on feedback and redress mechanism, were perceived as good. The results revealed that the implementation of Citizen’s Charter in Western Philippines University was very good (90% to 99%). Findings further revealed that there was no significant difference between clients’ and employees’ level of assessment on the aspects of compliance to provisions and service quality. There was a significant difference on their assessment in relation to frontline service delivery, feedback and redress mechanism, and physical working condition. Moreover, there were varied problems encountered by the respondents in the implementation of the Charter and that issues on employees’ behavior towards clients was the most felt problem. Continued information campaign, hastening of the processes, employees’ adherence to the norms of conduct, strengthening of feedback and redress mechanism, and improvement of the basic facilities were recommended
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