Government responsiveness

There always seem to be complaints by the citizenry regarding the lack of sense of urgency when it comes to the long lead time for a government agency or bureaucrat to answer a formal or informal inquiry. But recently, I have a positive perception of how various departments respond.

DTI

In my column last week, I complimented DTI Secretary Ramon Lopez for having answered me in two hours. I did not realize he was in the United States. Obviously, he must have had his android mobile by his bedside since his response was made in the middle of the night (my guess 3 a.m.). It was equally impressive that his undersecretary Nora Terrado (who was also abroad) responded within 24 hours. I wrote about a commercial matter which affected a Filipino corporation and several multinationals doing business in an ASEAN country. A diplomatic demarche had been initiated to protest how a law was enacted clearly contrary to the spirit of the ASEAN Economic Community.

DFA

I sent the same request to the Department of Foreign Affairs much earlier but an inexperienced foreign service officer failed to bring it to the attention of her superior. As a result there was a delayed reaction. But that was rectified by assistant secretary Millicent Paredes of ASPAC and immediately followed up undersecretary Manuel Teehankee and our ambassador in the ASEAN country. I also wrote a follow up to the office of the new DFA Secretary Alan Peter Cayetano. I suspect he never read my email message, although it was acknowledged by his appointments secretary. Most likely, his chief of staff just passed it on to ASPAC. That is not a complaint since everything seems to be progressing favorably. However, I respectfully suggest that the Foreign Affairs Secretary establish a rule that all matters of import, particularly related to bilateral or multilateral matters must be resolved/ answered within a certain period of time and that he should be informed depending on the importance of the issue. My personal experience in the past indicates that there have been diplomatic “faux pas’ because of failure to respond with alacrity.

DOLE

But there are other instances which deserve my commendation and gratitude. I refer to the Department of Labor and related agencies such as POEA and OWWA. A few months ago, I received a request to coordinate a meeting between Walmart and DOLE related agencies. I called Secretary Bello’s office and spoke to the executive assistant who efficiently coordinated the date and meeting venue in Makati. To my surprise, the date was a non-working holiday in Manila, but not in Makati. After several frantic calls, the meeting was confirmed. Walmart executives were impressed there was a meeting despite the holiday.

Department of Health

As chairman of the Zuellig Family Foundation, I have had numerous meetings with the Department of Health. Former DOH secretaries Enrique Ona, Janet Garin and the incumbent Roslyn Ubial were always responsive. In every instance, my staff and I have had a productive relationship with DOH staff at head office and in the provinces.

Recently, a foreign company requested a meeting with Secretary Ubial in Ho Chi Minh during an APEC meeting. I received the request on a weekend. As is my custom, I sent an email message to her and her assistant. She graciously answered the next day and agreed to a date and a meeting at her hotel.

DOF and NEDA

I will not dwell on their responsiveness which has been prompt and effective. Messrs. Sonny Dominguez and Ernie Pernia deserve my gratitude not only for their courtesies but because of their competence in managing the economy.

DOTR needs improvement

If there is a department that regularly interacts with the Filipino, it is the Department of Transportation. The incumbent secretary is reputed to be the most honest based on his past performance. Among others, the LTFRB, LTO, CAB and PPA report to the Department of Transportation.

I have written open letters to the previous secretary who I called the poster boy of incompetence. My perennial gripe related to the issuance of drivers licenses and license plates for automobiles. Equally important was the lack of training and enforcement by LTO. To date, I regret to inform there has been no significant improvement in this regard. However I did finally secure my driver’s license with only one year left before expiration. My cars have yet to receive license plates, only conduction stickers.

Based on what I read in the newspapers, there seems to be a continuing challenge in the case of MRT. It sounds like the same problem persists as in the previous administration, partly attributable to the peccadilloes of the secretary’s predecessor.

LTFRB seems to be a classic case of insensitivity and non-responsiveness. UBER has been the cause of much controversy. True UBER violated the law, but the public inconvenience caused by the glacial speed of decision making is cause for concern. Why did it take so long to decide on the fine? From my layman’s perspective, it just required arithmetic. I am willing to be corrected in this instance. I have two recommendations: 1. Periodic updates on the status of their projects through the local press.

2. May I further recommend that the secretary of transportation develop a measurement system for all the agencies under DOTR which can be published monthly? The public deserves to be informed of the progress or nonprogress of the various projects.

Mr. Secretary I wish you the very best and hope that you will prove competence and efficiency besides your already proven honesty.

Lilia de Lima

If there is a model public servant, it has to be Lilia de Lima who successfully managed the Philippine Economic Zone Authority since her appointment by president Fidel V. Ramos in 1995 until her retirement in 2017. The Ramon Magsaysay award for her sterling accomplishments is a fitting tribute. Congratulations Lilia!!!