Singapore Changi International Airport (Changi) ranks high in my list of service providers where the comfort of customers visibly matter. Each need seems to be anticipated and taken care of each step of the way.
Aside from the information desks, signage and guides galore, free and speedy access to the Internet and a host of relaxation and entertainment facilities such as movie houses, gym, cultural exhibits, rest areas and gardens make stopovers in Singapore an enriching and relaxed experience.
The atmosphere of serenity at Changi is a stark contrast to the crowded atmosphere that some airports in the Philippines like the Ninoy Aquino International Airport Terminal 4. It is certainly unforgivable to allow passengers to sit on the floor while waiting for their flights. It speaks a lot about the infrastructure challenges facing our transportation sector and the lack of planning in addressing the growing capacity of each airport. To think that terminal fees had been exacted from passengers for the longest time.
The Executive Branch, perhaps in partnership with civil society organizations should start evaluating the performance of each airport and port and impose the highest standards that each passenger deserves.
I especially admire Changi’s recycling center with its huge canisters and bottles as receptacles for the recyclable materials. They signify creativity and commitment for sustainability, which values perhaps our individual government branches and agencies should appreciate, integrate and, yes, exhibit in physical terms.
Should not government offices from the Executive, Legislative and Judicial branches, lead the way in complying with RA 9003’s requirements on segregation, recycling and composting?
In each transit visit at Changi, there is always an added service that makes the weary travelers feel they are valued. My favorite, the digital feedback mechanism where customers rate the quality of the service offered by each airport facility by touching the corresponding button, is a remarkable addition.
It is a visible manifestation of the service provider’s commitment to continuously satisfy the customers and improve its service by opening itself to the suggestions and observations of the stakeholders. I take the time to respond and rate them. Certainly, the people behind Changi Airport deserve, more often than not, a hearty pat on the back for prioritizing the comfort and welfare of the travelers.
Reflecting on what Changi offers to its constituents always triggers a wish for better quality of service that we, as citizens should expect and not hesitate to demand from government and its various instrumentalities.
We are not lacking in laws. Republic Act No. 9485, the empowering Anti-Red Tape Act of 2007, adds to the list of accountability legislations that are waiting for more assertive citizenry and courageous institutions to make them effective and for government to be efficient and corruption-free.
To have a truly responsive, efficient and effective governance, it is time for a feedback mechanisms to be institutionalized in each government office.
RA 9485 requires the Civil Service Commission (CSC) to have a Report Card Survey (RCS) on each agency. The RCS shall be used to obtain feedback on how provisions in the Citizen’s Charter are being followed and how the agency is performing and to obtain information and/or estimates of hidden costs incurred by clients to access frontline services which may include, but is not limited to bribes and payment to fixers. Likewise, the law requires a feedback mechanism to be established in all agencies with “the results thereof shall be incorporated in their annual report.”
It is hoped that, in the spirit of transparency, CSC publishes the result of the RCS and ensures that the result is integrated in each agency’s annual report, as so required by RA 9485.
In addition, in its Section 5, RA 9485 mandates the reengineering of systems and procedures. RA 9485 stipulates that:
“All offices and agencies which provide frontline services are hereby mandated to regularly undertake time and motion studies, undergo evaluation and improvement of their transaction systems and procedures and re-engineer the same if deemed necessary to reduce bureaucratic red tape and processing time.”
The queuing in government offices need to be urgently addressed, if we care for our people and if we are, using a business lingo, to be “competitive”. Certainly, there are alternatives, such as utilization of information technology to make delivery of services by government efficient and less cumbersome to the public.
Take note that heads of agencies performing frontline services are “held accountable to the public in rendering fast, efficient, convenient and reliable service.” This should be an impetus for some lethargic civil servants to be more service-oriented and dedicated to their work.
Lastly, we hope the Civil Service Commission will provide the public the necessary data on the level of implementation of RA 9485 and the local government units’ compliance in the submission and implementation of the Citizens Charter. It can post the data in its website on a regular basis. In this way, we are apprised of the sincerity of the public officials in delivering responsive and efficient services to the constituents.
We demand and deserve no less.