According to a press release dated Aug 16 from the Land Transportation Office, the Anti-Red Tape Authority (ARTA) had commended the Department of Transportation-LTO for “…exemplary service and support in the implementation of the Ease of Doing Business law.”
I guess this effort of “exemplary service” is not the rule of thumb for Dumaguete LTO.
I say this because I recently had a very bad experience with LTO Dumaguete and when I ranted about it on social media, it turned out that I wasn’t alone in my plight and in my disappointment.
Oct. 8, I was at LTO and that’s when my anguish began. I was there standing in line for hours just to avail of one basic service. Nonetheless, being a long-time public servant who has been in government service for several years, I was willing to forgive the inept and wasteful manner with which this agency dispenses with its services.
Oct. 9, I was back at LTO again, hoping that things will be better, and that I would be able to accomplish what I went there for. But alas! My torment bourgeoned, which slowly turned into silent anger, resentment, and fury all rolled into one. I was perfunctorily told their “service” was offline.
A well-known business leader replied to my ranting on social media, asking if it was due to ‘slow internet.” This was a “justification” which is unjustifiable to me.
I thought at that time that the problem was their internet-based processing network. But apparently, the problem is a recurring one. So isn’t the LTO going to find ways to resolve the issue?
I believe LTO should think of effective ways on how to decongest its transactions. Perhaps it can initiate the creation of more LTO satellite offices which can surely help decongest their main office, and improve service efficiency.
Also, transactions in satellite offices should be for all types, not just selected concerns.
For a long time now, Student Permit issuances are only processed at the main office at the Capitol Area, which can only accommodate up to 60 applicants per day. The LTO satellite office at Robinsons Mall, I was told, is not authorized to issue Student Permits. Why is that?
How can LTO achieve its “vision” of showcasing fast and efficient public service as can be gleaned from its Citizen Charter if it continues to allow taxpayers from different places to suffer from waiting in long queues from as early as 5 in the morning? Do they even realize that?
0ct. 10, my third day at LTO Dumaguete, and joining the long queue again was just as agonizing. While I was queueing there together with the other clients who also looked frustrated, we started sharing experiences, and everyone began to make suggestions on how to improve the rendering of basic services in this government agency.
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Regarding their service level target at 60 clients per day, perhaps the LTO could issue/assign numbers 1-160 to their clients? That way, they can approximate about what time they will be entertained, and don’t have to be milling around the area the whole time from 5 a.m., not really knowing when they could get their turn…or just return the next day when the Office has reached its quota of 60 clients.
The problem is, as soon as the LTO door opens at 8:00 a.m., paunhanay dayon. Tuloranay. Gubot kaayo. All I could do at that moment of torture was to roll my eyes in desperation. Until when can we exercise patience? Until when should we tolerate government inefficiency?
An “angel” heard my ranting, and whispered to me about LTO Bais, and how everything there happens in a breeze. I immediately went to Bais City on that same day, and when I got there, I instantly concluded that indeed, not all LTO offices are the same. I almost cannot believe it but my daughter was issued a Student Permit in just about 10 minutes. My heartfelt congratulations to Dr. Alberta Janine Flores-Lawas, LTO chief of Bais City, on the very efficient service delivery system they provide their clients.
“I’m sure the feelings of resentment that my wedding Ninong William Ablong earlier had about how LTO services in has turned around 180 degrees! They got an SP for his daughter at Bais City LTO in just a wink of an eye, so to speak, earlier today. Look at their smiles!,” posted veteran journalist Judy Partlow on Facebook.
She’s right; I did get what we needed with just a wink of an eye. But while we were happy, the question bugged me: How come different branches of the same government agency could render services differently? One badly organized, another systematically?
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Author’s email: [email protected]
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