The Philippine Star

NEDA calls for peo­ple-cen­tered gov­ern­ment front­line ser­vices

- – PNA Manchester City Football Club · United Nations

The Na­tional Eco­nomic and Devel­op­ment Au­thor­ity (NEDA) urged gov­ern­ment agen­cies to con­sciously put peo­ple – clients and work­ers alike – at the cen­ter of their front­line ser­vices to fur­ther im­prove the ease of do­ing busi­ness and gov­ern­ment ser­vice de­liv­ery.

“Cit­i­zens and busi­nesses ap­pre­ci­ate it when front­line ser­vice providers care about pro­vid­ing what their clients came for as fast as they can, and by all ways and means,” So­cioe­co­nomic Plan­ning Sec­re­tary Ernesto Per­nia said.

Ac­cord­ing to NEDA’s im­pact eval­u­a­tion study on the im­ple­men­ta­tion of Repub­lic Act 9485 or the Anti-Red Tape Act (ARTA) of 2007, in­di­vid­u­als and busi­nesses avail­ing of gov­ern­ment front­line ser­vices have be­come more sat­is­fied with how they are served.

This sat­is­fac­tion is at­trib­uted to how fast agen­cies act on their re­quests and when trans­ac­tions are suc­cess­ful.

RA 11032, or the Ease of Do­ing Busi­ness (EODB) and Ef­fi­cient Gov­ern­ment Ser­vice De­liv­ery Act of 2018, ef­fec­tively amends ARTA which seeks to pro­mote ease of do­ing busi­ness in the coun­try by cut­ting red tape in gov­ern­ment agen­cies that de­lay the de­liv­ery of re­spon­sive ser­vices.

The law ad­dresses pri­or­ity num­ber 3 of the 0-10 point So­cioe­co­nomic Agenda of the Duterte ad­min­is­tra­tion and Chap­ter 5 of the Philip­pine Devel­op­ment Plan (PDP) 20172022, which aims to speed up pro­cess­ing time, sim­plify pro­ce­dures, and make gov­ern­ment trans­ac­tions has­sle-free in or­der to im­prove com­pet­i­tive­ness in the coun­try.

Re­sults of the study also show that clients are more sat­is­fied when ser­vice de­liv­ery stan­dards, such as the Cit­i­zen’s Char­ter and no-noon­break pol­icy, are ad­hered to and when agen­cies in­no­vate in their de­liv­ery mech­a­nisms, such as us­ing au­to­mated queu­ing sys­tems or en­sur­ing ad­e­quate staff serv­ing dur­ing high traf­fic hours.

Con­versely, the eval­u­a­tion re­vealed that clients are most dis­sat­is­fied when they pay hid­den costs, such as ex­tra re­quire­ments/costs that are not spec­i­fied in the Char­ter or un­der-the-ta­ble pay­ments.

“In mak­ing ser­vice de­liv­ery stan­dards for front­line ser­vice, agen­cies must be help­ful, ag­ile, ev­i­dence-based, re­li­able and trans­par­ent. By do­ing front­line ser­vices right, we help peo­ple and busi­nesses suc­ceed,” Per­nia said.

The study fur­ther rec­om­mends to make ARTA the stan­dard for ideal ser­vice to in­di­vid­u­als and busi­nesses by en­cour­ag­ing gov­ern­ment agen­cies to cre­ate their own agency-level ini­tia­tives and strate­gies and in­vest in in­no­va­tion that can im­prove ser­vices and min­i­mize cor­rup­tion.

A strate­gic frame­work must also be de­vel­oped to en­sure that the higher-level out­comes of the EODB Law are ar­tic­u­lated with these ef­forts.

For its part, the Anti-Red Tape Au­thor­ity has pledged to work closely with NEDA and the United Na­tions Devel­op­ment Pro­gram (UNDP) through an ac­tion plan, which will en­list agen­cies’ com­mit­ments to en­sure that the rec­om­men­da­tions are adopted.

Through the 2018 Strate­gic Mon­i­tor­ing and Eval­u­a­tion Fund be­ing man­aged by NEDA-Mon­i­tor­ing and Eval­u­a­tion Staff and the UNDP, the NEDA-Gov­er­nance Staff com­mis­sioned a study to eval­u­ate the im­ple­men­ta­tion of ARTA.

The re­sults of the study will serve as in­puts to the long-term strate­gic plan of the ARTA and im­ple­men­ta­tion of the EODB law.

Once com­pleted, the full re­port is set to be launched dur­ing the M&E Fo­rum next month.

 ??  ?? The gov­ern­ment is seek­ing ways to pro­mote ease of do­ing busi­ness in the coun­try by cut­ting red tape in gov­ern­ment agen­cies that de­lay the de­liv­ery of re­spon­sive ser­vices.
The gov­ern­ment is seek­ing ways to pro­mote ease of do­ing busi­ness in the coun­try by cut­ting red tape in gov­ern­ment agen­cies that de­lay the de­liv­ery of re­spon­sive ser­vices.

Newspapers in English

Newspapers from Philippines