Beyond the Words: How the Citizens’ Charter Lives in Practice A Policy Monograph

This monograph examined the implementation of the Citizen’s Charter in selected Local Government Units (LGUs) in the 4th District of Camarines Sur to determine their compliance with the standards set by Republic Act 11032, the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. Using a descriptive–evaluative design, the study employed surveys, key informant interviews, and an observation checklist based on Civil Service Commission requirements. Survey results showed strong stakeholder agreement on the Charter’s visibility, clarity, usefulness, and contribution to service efficiency. However, validation through document review and site observation revealed significant compliance gaps. None of the LGUs met the 70% CSC passing score for completeness of required information, with Lagonoy scoring highest and Tigaon lowest. Missing complaint mechanisms, incomplete procedures, and inconsistencies between posted standards and actual practice were evident. The study underscores the need for strengthened institutionalization, regular updating, and enhanced citizen awareness to ensure effective, transparent, and accountable local service delivery.

Citizen’s Charter, public service delivery, transparency, accountability, RA 11032

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