Compliance to RA 11032: The Case of ILOCOS Training and Regional Medical Center

This descriptive research design assessed and analyzed the level of satisfaction and degree of observance of clients and implementers to the Government Service Delivery Act of 2018 (RA 11032) and identified problems encountered on compliance to RA 11032. The respondents were the 163 top management and frontline service personnel and 286 clients of ITRMC. The data gathered were treated descriptively using mode, frequency counts, and percentages. Generally, frontline and top management employees are female dominated, young in the service, and college graduate while clients were generally female, young adults, and patients of the hospital. Although it was found that the top management and frontline service personnel manifested a very high observance and the clients are extremely satisfied to RA 11032, common problems were identified such as long queue, lack of understanding to ARTA Law, and long process of specific procedures. A sustainability model should be considered for adoption to further improve and sustain their compliance.

citizen’s charter, government services, frontline services

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