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FRONTLINE SERVICES OF DEPARTMENT OF AGRARIAN REFORM PROVINCIAL OFFICE-LAGUNA (DARPO-LAGUNA): TOWARDS TO AN ENHANCED CLIENT-ORIENTED FRONTLINE SERVICES

Volume: 73  ,  Issue: 1 , March    Published Date: 02 April 2021
Publisher Name: IJRP
Views: 46  ,  Download: 14
DOI: 10.47119/IJRP100731320211826

Authors

# Author Name
1 MARYJANE D. FUENTES, DPA
2 ELIZABETH SAN JUAN-ESPIRITU, MPA

Abstract

Frontline service is one of the most essential factors to determine good public governance in any of its offices. An effective and efficient frontline service requires proficient and knowledgeable staff to be assigned as frontlines. For the reason that they face the clients to assist them according to their needs, frontline jobs really an important factor in the delivery of services. As mentioned, frontline services are assigned to address the clients’ needs first hand. They are required to solve clients concern with their utmost skills in services delivery. Frontline also serves as the face of an agency or office. Department of Agrarian Reform (DAR) as one of government entity is created under the Executive Branch of the Philippine Government. It is the lead government agency that upholds and implements comprehensive and genuine agrarian reform which actualizes equitable land distribution, ownership, agricultural productivity, and tenurial security for, of, and with the tillers of the land towards the improvement of their quality of life through the implementation of the Comprehensive Agrarian Reform Program (CARP) through Land Tenure Improvement (LTI), Agrarian Justice and Coordinated delivery of essential Support Services to client beneficiaries (dar.gov.ph). Among the abovementioned programs, these all require a good and impressive frontline service. This study is focused on the assessment of the frontline services of the Department of Agrarian Reform Office – Laguna (DARPO-Laguna). There were three main categories or divisions that have been assessed: 1. Legal Services Division, 2. Land Tenure Services Program (LTSP) Division, and 3. General Frontline Services of DARPO-Laguna. Using the self-constructed questionnaire formulated from the DAR Employee Handbook and Service Performance Model (ServPerf Model), the researcher was able to gather data. These data gathered were tabulated and computed using weighted mean, frequency and percentage, and F-Value and p-value computations. There were three hundred seventy-seven (377) respondents in this study randomly selected from the group of farmers, landowners, Non-Government Organizations, Employees, and Researchers. It reveals from this study that, all the division in DARPO-Laguna that has frontline services including the General Frontline Services was with a great extend when assessed by the respondents. All dimensions and aspects included in this study are acceptable, it means that, in general, DARPO-Laguna Frontline Services is doing a good practice however, still necessitates improvement. In addition, the study found out that there are significant differences in respondents’ assessment when grouped according to their types . Based on the results and findings of the study, it is generally recommended that the management of DARPO-Laguna needs to continue its good practices and may opt to further enhance delivery of services to achieve the best clients’ satisfaction.

Keywords

  • General Services
  • Counceling on Tenancy Relationship
  • Land Tenure Services Program Division
  • Legal Division
  • Fronline Services