Gesulgon, J. J. (2019). Port one-stop shop center of frontline services at the base port of Zamboanga (Unpublished master's thesis). Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program Middle Managers' Class Batch 17 Capstone Paper Thesis (MMC)--Development Academy of the Philippines

The Port Management Office of Zamboanga aims to put its stakeholders first in customer service, culture, and to transform the experience of its stakeholderrs doing transactions in the Port of Zamboanga into a wholesome, stress free and enjoyable one. The PMO is gearing to provide comfort through the establishment of one-stop-shop center wherein all service providers of the port will be situated in one location for ease, comfort and accessibility. Presently, the Port of Zamboanga is developing infrastructure to provide better berthing and storage are for domestic and international vessels calling the port. With all the development in infrastructure, the delivery of services in the Port of Zamboanga was not given priority and importance. The location of the offices that provide frontline services of port transactions are distantly located in various sites of the port. The situation creates discomfort, delay, and is susceptible to corruption. With the problem of separate and distant locations for all services of the port management, it is proposed that an office space will be provided in the Administrative Building of the Port Management of Zamboanga just before the entrance gate of the Port. The office space will host all the divisions of the port involved in the processing and issuance of all necessary requirements to transact and do business inside the port. Government agencies whose mandate are required for a vessel to safely depart and agencies that issue clearances will be provided with a suitable space in the proposed port one-stop shop center in the Port of Zamboanga. It is the intention of this proposed Capstone Project to provide port services in the fastest possible time and in the way the customers believed that they are being served by the government through PMO-Zamboanga in the fastest, most efficient, and most comfortable way. This intervention is doable and can be implemented during the allotted time for the Capstone Planning and Implementation Phase. The provision of a centralized venue for all port services would not only hasten transaction time of clients but also increase the qualitative value of delivering services. It will also put an end to red tape and corruption since the authorities can observe directly the flow of transactions that are taking place in the established venue. Republic Act No. 9485 of 2007 also known as the "Anti-Red Tape Act of 2007" is an act to improve the efficiency in the delivery of government service to the public by reducing bureaucratic red tape, preventing graft and corruption. In addition, there is the Ease of Doing Business Act of 2018 or popularly called RA 11032 which is an effort to correct bureaucratic red tape that continues to hound government institutions. This act simplifies the documentation process of the Filipino people from the lengthy waiting time and cue lines in forefront of government institutions. One of the most important characteristics of this act is the normalization of the procedural schedule for all operations in the government. This proposed capstone is in line with what the Philippine government is re-emphasizing along all government owned offices and agencies on the simplification of procedures thus providing efficient and fast delivery of basic services to the Filipino people. Simple transactions have to be processed within faster than those that require technical expertise. All government offices are mandated to step up their delivery of services, addressing bureaucratic red tape that is still existent among government institutions. Furthermore, the office of the Port Manager add its five divisions will be involve in the implementation of this project. Collaboration with the Philippine Coast Guard (PCG), Bureau of Plant Industry (BPI), Animal Industry (BAI), Bureau of Quarantine and the Maritime Industry Authority(MARINA) will also be done to implement this project. Private service providers like the cargo handling and garbage collector for vessels will also be part of this project. The intervention is important to PPA because it is the mission of the agency to provide port services of global standards. The solution will also enhance the service delivery of the agency which in turn will increase cargo throughput and revenue collection that the government can utilize to fund its projects. With the innovation, PPA will be able to comply with is performance scorecard in optimizing stakeholder's satisfaction in port user's needs and welfare and at the same time collect revenue for the government while putting an end to assumptions of red tape.