Undergraduate Thesis
Bachelor of Science in Office Administration

University of Rizal System, Rodriguez, Rizal
2014

This study aimed to determine the effectiveness of implementation of Citizen's Charter. The respondents of the study were one hundred (100) clients in Civil Service Commission. It was conducted during the second semester of School Year 2014-2015

The descriptive method of research was employed in this study using questionnaire checklist as the main instrument.

The obtained results from the statistical treatment were fallied, computed and interpreted using the appropriate statistical treatment. Frequency and rank distribution were used to analyze the general profile of the respondents. Mean was used to know the effectiveness of implementation of citizen's charter. With regard to services rendered, ANOVA was used to know the significant difference between the profile of the respondents and the effectiveness of implementation of citizen's charter.

Based on analysis and results of the data, the following findings were drawn: On the profile of the respondents in terms of sex, females outnumbered males. The females had a frequency of 53 or 53 percent. In terms of age, most of the respondents belonged to age bracket 45-53 with a frequency of 29 or 29 percent. In terms of educational attainment, most of the respondents were bachelor's degree with a frequency of 61 or 61 percent. In terms of civil status.

most of the respondents are married with a frequency of 55 or 55 percent.

On the extent of Effectiveness of Implementation of Citizen's Charter at CSC, it was found that in terms of services rendered they were all verbally interpreted effective with computed mean of 4:19. Among the services rendered, Provide fair treatment in assisting clients and Consistent in work performance topped among them with the same weighted mean of 4.50. They were followed by Show willingness to offer assistance, Value customer satisfaction and Enhance services offered at no additional cost with the same weighted mean of 4.40. Then, Put things right when they go wrong. Show initiative in dealing with clients and Ensure transparency with regard to transacting to the public follow. Their weighted mean was 4.30 They were all verbally interpreted very effective After them, Give attention to customers' needs and Educate customers about services so that they will know what to expect and will understand their responsibilities follow with the same weighted mean of 4.10. Both Open and provide full information and Guarantee fast and proper transactions come next with the same weighted mean of 3.90. Least among them are Guarantee fast and proper transactions and Take oneself accountable in terms of rendering services with the same weighted mean of 3.80. They are all verbally interpreted effective. Their average mean is 4.19 verbally interpreted effective.

m. Rodrigu

There was no significant difference on the effectiveness of implementation of citizen's charter when the respondents are grouped according to their sex, educational attainment and civil status but not in terms of age.

paragrahs

Based on the findings of the study, the following conclusions were arrived at: Most of CSC clientele are professionals. The level of effectiveness of implementation of Citizen's Charter in terms of services rendered is effective. With this, they are satisfied with the frontline services of the CSC since the service providers gave the immediate necessary actions to address their needs the respondents' assessment on the services rendered by the CSC is the same regardless of sex, educational attainment and civil status but not in terms of age.

From the consolidated findings and conclusions, the following recommendations are hereby presented: Civil Service Commission. They may consider this as reference to continue enhancing the services given to the public Office Personnel. This may help them to be more aware of how they are performing on their jobs and how they can give satisfactory services to the Clients Future Researchers. They may conduct further study using other possible variables Public. This may help them to be more responsive about how the services they acquire are being implemented. At the same time, they can make suggestions to the concerned personnel in terms of enhancing and improving the services they are implementing.