A comparative study on the implementation of the Citizens

Charter by the Land Transportation Office at its SM Manila

and San Andres offices

Darren Joseph M. del Prado

Atty. Johnsen A. Salazar
Legal Management, College of Liberal Arts and Sciences

ABSTRACT
The government system is plagued with excessive rules and regulations, red
tape, to be followed by the people dealing with their agencies every day, including the
Land Transportation Office. A law has already been passed in order to lessen if not
eradicate the said problem. The purpose of this thesis is to gain an in depth
understanding as to how the Citizens Charter is being implemented by the LTO at their
SM Manila and San Andres offices and determine what problems they are still facing
despite the implementation of the Citizens Charter. In order to get the in depth
knowledge for the thesis, a survey has been utilized as well as an interview with the
head of both offices. It was found out that the red tape no longer exists in these offices
but problems such as fixers still haunt the agency.
Keywords: Citizens Charter, Red Tape, Bureaucracy, Government

INTRODUCTION
The current government system contains an extensive set of rules and
regulations to be followed. State policy has been a major activity of the state perhaps
evens the major and basic activity enabling the state to achieve specific goals, using all
possible means of influence and manipulation of available resources (Sytin 2012).
Agencies handled by bureaucrats are being criticized for these long transactions
because it discourages people from engaging transactions with the government. These
rules and regulations have been pointed out as one of the root causes of corruption in
the government. Republic Act No. 9485 or the Anti Red Tape Act of 2007(ARTA of
2007), an act to improve efficiency to deliver government service to the public by
reducing bureaucratic red tape, preventing graft and corruption, and providing penalties
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therefore, has been existing for the last six years but the recent Report Card Survey by
the Civil Service Commission shows that this law is still not being faithfully implemented
by most government agencies throughout the country.
Having rules and regulations has always been a good thing. It makes sure that it
controls the conduct of those to whom it applies. But over the years, these rules and
regulations have accumulated and have caused problems to business transactions and
operations therefore affecting our economy. These rules and regulations make foreign
and even local investors think twice before investing in the Philippines. These wasteful
and inefficient processes, excessive bureaucracy, and inflexible organizational
structures and professional practices are called red tape (Chen & Williams 2007).
Red tape and bureaucracy go hand in hand and these government agencies are the
ones causing the circuitous delays. Bureaucracy is a concept as well as organization
that connect the government on one side and its people on theother side. As the
machine organization, functioning bureaucracy does not primarily reflect the interests of
the government, but more than the interest of the society at large (Labolo 2012).
Bureaucratic organizations have long been criticized for making excessive rules and
regulations to control the every possible action in the workplace and eliminate the
possibility of employees to think for them. Bureaucratic organizations are perceived as
normally bad in many ways. Among the undesirable characteristics attributed to them,
especially to governmental bureaucracies, is impersonal and inhumane treatment of
citizens (Goodsell, Austin, Hedblom, & Rose 1981).
This study was intended to help assess the implementation of the government measure
to eradicate red tape in the agencies of the government that deals with business
transactions and registrations- the Citizens Charter of the LTO under the ARTA of
2007.Further, this study aimed to promote the strict implementation of the ARTA of2007
on LTO SM Manila and LTO San Andres. Eradication of red tape would surely lessen
graft and corruption in our country because this will prevent collusion and fixers from
operating with government agencies. Policy change would most like be the only way to
reduce if not eradicate red tape but public agencies are unlikely to pursue controversial
policy change in traditional goals on their own, such actions depend upon meaningful
intervention by formal authorities external to the implementing agency (Lowry 2008).
Changing policies that have been there for years and years is not an easy task for
government officials. Changing policies would mean that employees would adjust to
perform the new policies but behind this adjustment is reducing and eradicating which
would truly benefit the government and its citizens and penalize those corrupt officials
who have been ruling the government for years now. This study will be helpful in the
dissemination of information to the citizen of the Philippines with regard to the
implementation of the citizen's charter and its effect on the problem of red tape which
will hopefully aid in the eradication of the said problem.
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Theoretical Framework
In the Weberian theory of bureaucracy, Weber described many ideal types of public
administration and governance. It was Weber who began the study of bureaucracy and
whose works led to the popularization of this term. Many aspects of modern public
administration date back to him. Changes occurred during that time and this resulted in
public demands for a new administrative system that treated all humans equally.
Weber's ideal bureaucracy is characterized by hierarchical organization, delineated
lines of authority with fixed areas of activity, action taken on the basis of, and recorded
in, written rules, bureaucratic officials with expert training, rules implemented by neutral
officials, and career advancement depending on technical qualifications judged by
organization, not individuals (Adair-Toteff 2005).
Weber's bureaucratic theory emphasized the need for a hierarchical structure of power.
It recognized the importance of division of labor and specialization. A formal set of rules
was bound into the hierarchy structure to insure stability and uniformity. Weber also put
forth the notion that organizational behavior is a network of human interactions, where
all behavior could be understood by looking at cause and effect (Walonick 1993). In this
study, the theory was used in describing the processes a client would go through when
transacting with the government. These processes are deemed unnecessary by the
people, these steps or processes in transacting with the government will be the subject
of the research.

REVIEW OF RELATED LITERATURE

Bureaucracy
Bureaucracy is a system of government in which most of the important decisions are
made by state officials rather than by elected representatives (Labolo 2012. The
researcher referred to the system of administration marked by officialism, red tape and
proliferation. It is a concept as well as an organization that connects between the
government on one side and the other side. The behavior of the bureaucracy in the
organization through the public administration described has the symptoms of high
levels of corruption: widespread collusion and nepotism rife least adequately describe
bureaucratic problems elsewhere.
Red Tape
Red tape is the rigid mechanical adherence to bureaucratic rules and regulations
especially those involving unnecessary paper works. It refers to hoops you have to jump

through and the paper work you need to fill up in order to accomplish a business
transaction with an agency.
The Anti Red Tape Act of 2007is an act to improve efficiency in the delivery of
government services to the public by reducing bureaucratic red tape, preventing graft
and corruption, and providing penalties therefore (ARTA 2007). It was based on Article
II, Sec 27 of the 1987 Constitution which states that, the state shall maintain honesty
and integrity in the public service and shall take positive and effective measures against
graft and corruption. The act was passed in response to the urgent need to establish an
effective system that will eliminate bureaucratic red tape, avert graft and corrupt
practices and improve efficiency of delivering government frontline services (Dimarucot
2013).
The law covers all government offices and agencies including local government units
and government owned or controlled corporations that provide frontline services. It
excludes those performing judicial, quasi-judicial and legislative functions but the
frontline services of these agencies are deemed included.
Despite the existence of the ARTA of 2007, recent studies show that this law is still not
being followed by most of the countries governmental organizations. This law was
passed in order to encourage foreign investors from around the world to invest in the
Philippines and therefore will result in a positive outcome which will benefit the country
in the long run. Foreign investors see our country as being plagued by rules and
procedures not even necessary in the whole transaction and most of them deem it as
inhumane so instead of trying to open up business opportunities here they tend to move
somewhere else.
Long business transactions and paperwork approvals has scared away foreign
investors, though already having the ARTA of 2007 government offices and agencies
especially from the provinces were unable to follow the standards set by the law, this
was according to the Report Card Survey of the Civil Service Commission.
Land Transportation Office
The concept of land transportation system in the Philippines started when our ancestors
invented the means of locomotion with the animals in moving people and goods from
place to place. These laws were as informal and simple as specifying which animal
could be used for certain purposes but these showed that our ancestors had already felt
the need to regulate the transportation system (LTO 2012). Means of transportation
those days were not as good as it is now but the early Filipinos observed some laws to
govern their mobility. As years go by, more and more people deem it necessary to have
their own vehicle for convenience in transportation and as this happens more people
are trying to acquire their licenses.
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Filipinos were influenced by Americans and soon started to use cars, jeep, trucks and
other types of vehicles. The mode of travelling became advanced at that time that a new
set of rules are needed to govern land travel.
On February 6, 1912, Legislative Act No. 2159 was enacted to regulate motor vehicles
in the Philippine Islands and to provide for the regulation and licensing of operators.
This was the first formal law on land transportation passed by the legislature. This law
created an Automobile Section under the Administrative Division of the Bureau of Public
Works. The Section was tasked to take charge of motor vehicles and drivers services.
Later on, Legislative Act 2159 was amended by 2389, 2556, 2587, 2639 and 2925. In
1922, Act No. 3045 was passed into law compiling and incorporating all laws governing
motor vehicles. The Automobile Section was upgraded to the Automobile Division under
the Bureau of Public Works.
On January 1, 1933, Act No. 3992 otherwise known as The Revised Motor Vehicle
Law was enacted amending Act No. 3045.The Automobile Division was renamed
Division of Motor Vehicles. The Chief of the Division was called the Superintendent of
Division of Motor Vehicles.Act No. 3992 was amended by Commonwealth Act Numbers
123, 548, 556, 652 and Republic Act Numbers 314, 587, and 2383.
On June 2, 1945, Department Order No. 4 was issued by the Department of Public
Works and Highways reorganizing the Division.This took effect after the liberation of the
Philippines from the Japanese invasion.In 1947, Executive Order No. 94 was
promulgated reorganizing the different executive departments, bureaus and offices.
Under Section 82 of this E.O., the Division of Motor Vehicles was upgraded into the
Motor Vehicles Office (MVO) with the category of a Bureau.The Chief of the MVO
enjoyed the rights and privileges of a Bureau Director.
During the fifties and early sixties, our country started undergoing rapid economic
development. Industrialization advanced and as a consequence, more and better roads
were constructed.The Filipino then realized the need for more and better means of
transportation. The growth in the number of motor vehicles increased the demand for
services that the MVO must render to the public. This necessitated the issuance by the
DPWH on June 5, 1961 of Administrative Regulation No. 1 transferring the function of
collecting the registration fees from city treasurers to the various vehicle agencies of
MVO.
On June 20, 1964, R.A. 4136, otherwise known as the Land Transportation and Traffic
Code was enacted abolishing the Motor Vehicle Office and creating the Land
Transportation Commission. This law likewise partially repealed Act No. 3992. The
Code provided that the Land Transportation Commission shall control as far as they
apply, the registration and operation of motor vehicles and the licensing of owners,
5

dealers, conductors, drivers and similar matters. To effectively carry out its mandate,
the Land Transportation Commission established regional offices in various parts of the
country.
On July 23, 1979, Executive Order Number 546 was promulgated creating the Ministry
of Transportation and Communications (MOTC).This marked reorganization. The Land
Transportation Commission was renamed Bureau of Land Transportation and was
absorbed by MOTC.
On June 2, 1980, Batas Pambansa Bilang 43 was passed providing for the issuance of
permanent number plates to owners of motor vehicles and trailers, amending for the
purpose section 17 of RA 4136.
On March 20, 1985, Executive Order 1011 was promulgated. This Executive Order
abolished the Board of Transportation and the Bureau of Land Transportation and
established the Land Transportation Commission. The defunct BLT and BOT were
merged and their powers, functions and responsibilities were transferred to the Land
Transportation Commission (LTC) headed by a Chairman, assisted by four
Commissioners. The LTC was tasked to perform functions such as registering motor
vehicles, licensing of drivers and conductors, franchising of public utility vehicles and
enforcing traffic rules and regulations and adjudicating apprehensions.
On January 30, 1987, the Land Transportation Commission was abolished and two
offices were created, namely. The Land Transportation Office (LTO) and the Land
Transportation Franchising and Regulatory Board (LTFRB).The LTO took over the
functions of the former BLT and the LTFRB took over the functions of the former BOT.
The MOTC was likewise renamed DOTC.
These changes took effect with the promulgation of Executive Order No. 125 which was
later amended by Executive Orders No. 125-A dated April 13, 1987 and E.O. 226 dated
July 25, 1987. Despite the changes in names of Office and all the reorganizations that
took effect, its basic functions on land transportation system remain the same.The
promotion of safety and comfort in land travel is its continuing commitment (LTO 2012).
Citizens Charter
The Philippine government enacted a landmark legislation that pushes the
governments drive for improved public service delivery to a higher level. Republic Act
9485 otherwise known as Anti-Red Tape Act (ARTA) was signed into law to serve as the
governments commitment to reducing public sector inefficiencies, and preventing graft
and corruption. Since then, the law has become the foundation of the service delivery
improvement program of the public sector. One of main features of the law is mandating

all agencies and instrumentalities of the government that provide frontline services to
develop a Citizens Charter (Saguin 2007).
It is an official document that shows the service standards to guide the citizens in
availing the service of an agency.
With the introduction of the citizens charter, there was a shift in the way people do
business with the government. The charters serve as a contract between the public and
state on how services are to be provided. Charters serve as official document that
outlines the publics entitlements (Haque, 2007). In general, the citizens charter is
composed of elements showing the set of service standards to be followed on the
services provided by the agency, persons responsible for the delivery of the service and
mechanisms to complain about the service.
Citizens Charter of the Land Transportation Office
The citizens charter of the Land Transportation Office with regard to the renewal of
licenses includes the transaction and the time required to finish the transaction.
The first step was requesting the application for Drivers License and/or accomplishes
whereas the required time to finish is two minutes and at the same time the applicant
will obtain a queue number from the CSR.
The second step in the renewal would be the submitting ADL and other required
documents, it will be reviewed and verified by the employee and the time required to
finish the step is ten minutes.
Third step would be proceeding to the photo counter and wait for the applicants name
to be called for picture taking and for the signature and the time required for the step is
3 minutes.
In the fourth step of the renewal, the application will be approved by the approving
officer and the routing slip will be forwarded to the cashier, the process will only take 2
minutes to finish.
The fifth step will be the payment of the license fee, after the payment the client will be
informed to proceed to the releasing section, the step requires 10 minutes to finish.
The last step of the renewal is receiving the official receipt and the license card and the
signature of the client will be affixed on the log book, the step requires 5 minutes to
finish (Citizens Charter LTO, 2012).

H1: The implementation of the citizens charter in LTO San Andres eradicated red
tape.
H2: The implementation of the citizens charter in LTO SM Manila eradicated red
tape.
H3: The implementation of the citizens charter of the Land Transportation Office
at its SM Manila and San Andres offices are comparatively effective.

METHODOLOGY and DATA

Research Design
Quantitative approach was used in the study to determine the difference of satisfaction
of the respondents with regard to the services offered by the two LTO offices in the
renewal process of drivers licenses. The questionnaire contained the steps to be taken
by each of the respondents while renewing their licenses, each step has a required time
to finish, this according to the citizens charter of the LTO, and the respondents were to
check the rate of their satisfaction. The respondents from both offices given the same
set of questionnaires where they are to rate the level of satisfaction from strongly
disagree to strongly agree compared determining which office gives the better service
by comparing the satisfaction of customers which were reflected on the questionnaire
they answered. The respondents were composed of people renewing their drivers
licenses in both offices. The researcher found it fitting to use descriptive study as the
research design of the study, it is a type of observational study which involves collecting
information without manipulation of variables and prinmarily asking the question what.
The information gathered in this study is about the compliance of the two offices of the
LTO with regard to the standards set by the citizens charter
Participants
The participants of this study include 20 drivers and car owners who were renewing
their drivers licenses at the time of the survey. The heads of office of the LTO in San
Andres and SM Manila were also included to determine the problems and observation
since the implementation of the citizens charter.
Procedure
The participants of the study were the clients of the LTO who were renewing their
drivers licenses at the time of the survey. The survey was done with the permission of
the LTO Regional Office and with their consent, the heads of office were interviewed
withe relation to the implementation of the citizens charter in their offices.
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Instrumentation
A questionnaire was utilized to determine whether the offices followed the standards set
by the citizens charter in dealing with their clients. It consisted of 10 items and required
approximately 40 minutes to finish, that is the time set by the citizens charter in
finishing the renewal of licenses. Questionnaire items were to be answered by checking
the response of the respondents, options ranged from strongly disagree to strongly
agree. Interview questions were also formulated and utilized. The questions were
validated by 4 experts, 3 lawyers and 1 vallidator from the Letran Research Center.
Data Analysis
The responses to the survey questionnaires were tallied and interpreted. The results
and interpretation of the aforementioned test were used to determine the degree of
compliance of the office with regard to the standards set by the citizens charter.
Interview sessions were also conducted with the heads of the offices of the LTO which
were recorded and transcribed to ascertain the problems the offices are still facing
despite the existence of the citizens charter.
Locale
This study was conducted in the offices of LTO in SM Manila, located at the 5 th floor of
SM Manila and San Andres, located at Vasquez St., Malate, Manila.

RESULTS AND ANALYSIS

Problems with manpower and defective equipment haunt the office
During the interview with the head of LTO SM Manila, the problems commonly faced by
the office are the difficulties when their equipment malfunctions and the lack of man
power. When asked about the existence of fixers in their office, he denied that such are
operating in their premises, saying that the fixers are now being controlled because of
the citizens charter, unlike in the past where fixers were free to manipulate the process.
He also said that most of the clients do not really know what the purpose of the citizens
charter is, although posters were posted outside the office premises, people still lack
knowledge of the citizens charter. During the interview, he denied that red tape still
exists in the LTO and that it was eradicated by the citizens charter which only means
that the implementation of the citizens charter in the said office was a success.
Furthermore, the San Andres office head stated that the common problem areas of the
LTO offices would be the supply; he specifically stated the plates and stickers.
According to him, fixers inside the office or compound are controlled or cannot operate
9

in the office so most of the fixers operate outside the office or compound because the
offices are now armed with CCTV cameras that can monitor their actions. He also
stated that the people do not have enough knowledge of the purpose of the citizens
charter simply because they do want to read, they prefer personal contact. The
implementation of the citizens charter in the LTO started two years ago according to Mr.
Batolina and it is all because of the Anti Red tape Act of 2007. The steps encountered in
the LTO are being monitored by a routing slip and a computer system starting from the
first step until the last, everything is monitored. He also said that the required time to
finish each transaction is being met by his office. He also believes that the red tape in
the LTO has been totally eradicated due to the implementation of the citizens charter.
According to him, the implementation of the citizens charter on the Land Transportation
Office was a success but is still subject to improvement.
Clients were satisfied with the services of the agency
From a scale of strongly disagree to strongly agree, the respondents answered the
survey based on the required time to finish a transaction. Contrary to the belief that the
different offices of the government are ignorant and rude towards it people, the survey
on the LTO in its SM Manila office showed the opposite.
On the first item of the survey alone, which asks if the customer service representative
briefed them on how to finish the form and if the step took only 2 minutes to finish, 40
percent of the respondents agreed that the estimated time allotted to the first step in
renewing their licenses were met while 60 percent strongly agreed that the time
required were met.
The second step of the renewal involved the assigning of the queue number, informing
the applicant of the procedure and accomplishment of the routing slip. 30 percent of the
respondents agreed that the steps were properly oriented to them while 70 percent
agreed of the same.
Thirdly, after the submission of the required documents, it was reviewed and submitted
for completeness and authenticity. Verification of the license record and the creation of
the transaction ID were done for the applicant, afterwards the routing slip has been
accomplished and was passed to the cashier. The whole transaction, according to the
citizens charter, is to be finished in 17 minutes, 40 percent believed that it was finished
on the required time while 60 percent strongly agreed of the same.
Fourthly, the applicant is to proceed to the photo counter and wait for their names to be
called, when called, the clerk captures the photo and accomplishes the routing slip, this
step was to be finished in 3 minutes time, 70 percent strongly agreed that time and
procedure were properly met, 20 percent agreed, while 10 percent did not believe that
the procedures were not being followed correctly.
10

Fifthly, the approving officer reviewed the documents, electronically and physically,
accomplished the routing slip and forwarded the documents to the cashier and the
procedure should be finished within 2 minutes. 50 percent strongly agreed that the
procedure as well as the time was properly done, 40 percent agreed, while 10 percent
did not agree.
Sixthly, the applicants were to pay the required license fees to the cashier, the cashier
collected the fees and issued an official receipt and informed the applicant to proceed to
the releasing section. The process should be finished by 10 minutes, 60 percent
strongly agreed and 40 percent agreed that it was rightly done.
On the last and final step of the renewal, the applicant received the official receipt and
the drivers license from the releasing clerk and the applicant affixed his signature in the
log book and the steps were to be finished in 5 minutes only, half of the respondents
strongly agreed that the steps were rightly being followed and the other half agreed.
On the follow up questions regarding the problems encountered, the respondents
answered that the office lacks manpower. They also believe that in order to resolve the
problems, the government must allocate more funds to the LTO.
The results of the survey in LTO San Andres were almost the same, on the first step of
the renewal, 70 percent strongly agreed that the time was met, 30 percent agreed of the
same. On the second step, 20 percent strongly agreed that the procedure was rightly
followed, while 70 percent also agreed. On the third step, 30 percent strongly agreed
that the requirements of the citizens charter were met while 70 percent agreed of the
same. On the fourth step, only 20 percent strongly agreed while 80 percent agreed that
the required time was met. On the fifth step, again 20 percent strongly agreed that the
time was met while 80 percent agreed of the same. On the sixth step of the renewal, 20
percent strongly agreed that the time was met while 80 percent agreed of the same. On
the last and final step, 80 percent agreed that it was rightly done and 20 percent
strongly agreed.
Fixers
These are individuals who have access to the employees and transaction of the agency.
These culprits can no longer operate in the premises of the LTO because of the
implementation of the citizens charter; the offices are now armed with CCTV cameras
that can monitor their actions inside the offices. Unlike years ago, the process can now
be finished in a matter of minutes, so applicants are now renewing their licenses
personally rather than dealing with fixers. According to the interview with the head of
LTO San Andres, fixers can no longer operate in their premises, thanks to the changes
brought about by the citizens charter. They still operate outside the compounds of LTO
11

because people still approach them; not knowing that renewing their licenses
themselves is far easier than it was before.
DISCUSSION
The problem with the supply of plates and stickers and defective equipment were the
problems pointed out during the interview. The supply is a problem that they cannot
solve since the problem belongs to top level management. Their task is to handle
renewal and application only and the supply is beyond their reach. On the other hand,
the problem with the defective equipment can be solved through allotting more budgets
or upgrading or maintenance of the equipment they already have. The implementation
of the citizens charter in the LTO two years ago made sure that the transaction made by
the people with the government is being guided by a set of rules and required time to
finish each transaction. This resulted into the fast renewal of licenses. Long before the
implementation of the citizens charter, the renewal of licenses would even take a year
to finish, especially in cases where the applicant lost his license but with the current
citizens charter, on average the renewal of licenses will only take 40 minutes to finish
and in some cases it will only take 20 minutes.
With regard to the problem with fixers, this is something that the LTO cannot eradicate
simply because of the people choose to approach fixers despite the very short time
needed in renewing the license. It was pointed out that this is caused by cultural
problems of Filipinos; we prefer to deal with people personally rather than read the law
itself. The signage are very noticeable in the offices to not deal with fixers but still
people prefer dealing with them simply because they do not want to deal with the
government because of the bad image it developed long before the implementation of
the citizens charter.
People are still unaware of the existence and purpose of the citizens charter, tons of
signage are posted outside the LTO offices regarding the Anti Red Tape Act, the
citizens charter and fixers but still the people does not know what they are for simply
because they does not want to read or does not want to understand what the law says.
Everything is posted outside the offices of the LTO, all the people need to do is read to
understand but still they prefer not to read and understand what is being meant by the
signage.
The implementation of the citizens charter is truly a success, during the survey the
researcher have observed the flow of the transactions, one person came to the renewal
centre in SM Manila the same time he arrived, 25 minutes after that he was already
finished renewing his license. There is a routing slip which is computer monitored from
the first step to the last and because of this the time required per transaction is being
met by the office.
12

Fixers are still apparent outside the LTO compound in San Andres but their operations
have been minimized. The fixers will only be eradicated with the help of the people,
once they stop approaching fixers for the renewal of their licenses, that will be the very
moment that the fixers will no longer operate in this field of the government, the good
news is that red tape has been totally eradicated because the transactions are now fully
automated. People still believe that red tape exists in the LTO simply because the office
cannot please everybody, small delays because of lack of manpower or other problems,
the people would already tag it as red tape which is not true. It was guaranteed that the
red tape has been totally eradicated from the LTO.
The implementation of the citizens charter was both a success in the two offices
evidenced by the survey conducted and the observation of the researcher during the
survey. Despite the success of the citizens charter people would still believe that the
transactions are slow simply because people have no satisfaction, we get accustomed
to the new system then we expect more than what has been successful.
With regard to what office implements the citizens charter better, the survey results
revealed that LTO SM Manila are better in following the citizens charter. The results of
the survey from the two offices are not far apart, the SM Manila office bettered the San
Andres Office by a small margin. The applicants in SM Manila were more satisfied with
the services of the office than that of San Andres because, as an extension only, the SM
Manila deals only with the renewal of licenses unlike the San Andres office which deals
with multiple applications, registry of vehicles and transactions. Transactions of the LTO,
other than renewing the license, requires more time to finish than that of the renewal,
that is the reason why some respondents from San Andres do not believe that the office
follows the standards set by the citizens charter.
CONCLUSION
The researcher therefore concludes that red tape has been totally eradicated in the LTO
SM Manila and LTO San Andres because of the implementation of the citizens charter.
Eradication of the said problem was a success because of the strict implementation of
the citizens charter in both of the offices as well as the cooperation of the employees
and the applicants. Information dissemination is also needed in order for the people to
know what a citizens charter is, its purpose and goal. Once people know what it is
really about, applicants will flock the agency because they already have the knowledge
of how the system works and they will realize that dealing with the agencies are not as
hard as they were before. Though problems still persists, such as fixers, low budgets,
and defective equipment, the implementation of the citizens charter in both offices was
a success with LTO SM Manila slightly edging LTO San Andres when it comes to the
implementation.

13

RECOMMENDATION
The researcher recommends that the government agencies, experiencing from long
queues of clients on a daily basis, should adapt the system of the LTO, with the
guidance of the citizens charter, in dealing with their clients. Pushing through of the
strict implementation of the Citizens Charter would benefit not only the people but also
the government when it comes to their relationship with the citizens. Dissemination and
information campaign is also needed to inform the people of the citizens charter as well
as the wrong habit of dealing with fixers. More budgets should be allotted to the offices
for them to be able to solve the existing problems with their equipment as well as the
lack of manpower. A thorough investigation about the fixers is also needed, finding ways
to stop and eliminate them will make the government the only medium of transaction for
the clients.

14

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