I was assigned the task of researching the topic of "responsiveness to the public," particularly as I am relatively new to the department and have yet to define the level of responsiveness of our services. As a Statistician, my primary focus has been on developing more comprehensive and data-driven presentations for statistical reports. Consequently, I chose to emphasize SBMA's responsiveness to the public in a broader context.
In the introduction, findings from a survey conducted by WorldPublicOpinion.org across 19 nations revealed widespread dissatisfaction with government responsiveness on a global scale. Notably, countries such as Egypt (97%) and Nigeria (88%) reported the highest levels of dissatisfaction, even among established democracies like the United States (83%), Great Britain (77%), and France (73%).
Acknowledging that clear communication plays a pivotal role in transparent and accountable governance, a nationwide client-satisfaction program, known as the "Mamamayan Muna, Hindi Mamaya Na Program," was launched in 1994. This initiative aims to promote courteous and efficient behavior among public servants, addressing the need for behavioral reforms within bureaucracy. The program consists of two main components:
Quick Action, also known as "Bilis Aksyon," functions as a rapid administrative justice mechanism designed to address citizens' grievances regarding discourtesy, bureaucratic obstacles, and related issues. Within the Subic Bay Metropolitan Authority (SBMA), a strategically positioned feedback box facilitates the submission of complaints, which are promptly attended to by the SBMA quick response team under the "Bilis Aksyon" initiative.
Instant Reward, or "Gantimpala Agad," recognizes exemplary conduct within the public service by promptly providing incentives to high-performing employees based on feedback from the public. In SBMA, initiatives such as the Employee of the Month (EOMY) Program and other recognition awards have been seamlessly integrated into the weekly Flag Ceremony, serving as a platform to acknowledge and honor outstanding individuals. I have been fortunate to experience the gratification of receiving such recognition firsthand.
While I initially thought this article might only be used as a reference or benchmark, I ultimately chose to share it on my blog to ensure that my efforts weren't in vain.
