Barometer for efficient government service

Perceptions are formed by what we have heard and knew from others. Other people's experiences are relative and may form a general knowledge, be it good or bad, based on the similarity of their experiences. Individually, you may not have experienced what others have gone through but somehow be led to believe that you would experience the same.

When we think of government service, there is still a prevailing perception that it is bureaucratic, unsystematic and substandard. We can picture out queuing of people, indifferent and lousy staff. And admittedly there are still some government agencies that are trapped into this category. Even if they are trumpeting through their vision, mission and goals that everything they do is for the efficient service of the Filipino people. Fortunately there are still others that operate in the other side of the fence. They truthfully fulfill their mandate for an honest to goodness service to their clientele.

Barely three weeks ago, I was already in the verge of giving up. I didn't anymore entertain the idea of going to Fuzhou, China for the 2nd Silk Road International Film Festival. It took me awhile to respond to some queries of the film producer Ms. Bianca Balbuena related to my travel requirements. My passport has expired.  After reading a lot of literature related to travel requirements much more to my frustration that seemed no more way to beat the deadline. This is a major downside when searching information on the internet as it leads you to erroneous and conflicting information. So what I did with few ounce of hope left, one day I rushed to the office of the Department of Foreign Affairs at the Pacific Mall in Mandaue City. There I have found accurate information and efficient service. In there, I knew that extension can be made especially if there is really an exigency of its need. Much more that I already received an invitation from the festival organizer.

The personnel were all accommodating. The service was so systematic that I moved effortlessly from one section to another. And along the way, somebody guided me on what to do next and where to proceed. This is indeed true to its vision of providing "highly responsive system, which ensures effective delivery of services."   

In their Performance Pledge, I would say that DFA is true in terms of "delivering prompt, efficient and courteous service utilizing a highly responsive system manned by competent, dedicated and highly motivated personnel." Responding to clients' complaints at the soonest possible time through the DFA Action Center and take corrective measures is one major innovation that the agency taking seriously. Likewise very much inculcated among them is the continuous improvement of existing procedures and explore new ones for the betterment of their service.

I would like to commend the men and women behind the institution that would hopefully bring about the gradual eradication of negative perception about the government agencies' disposition of basic services.

We also have to realize that though other agencies are heavily criticized, some others, DFA is one, whose mandates are fulfilled with highest level of integrity and professionalism.

When others failed or have continuously failed to render what the clients want, it's refreshing to know to have a few others who continue to put premium on quality public service - and believe that there is always room for improvement. It may not be a perfect system but in the eyes of the general public, it becomes a barometer of good service.

Hats off to the front liners - the security guards, attending staffs, cashier, and to all who are directly providing the accommodating service. May your tribe increase!