Felizardo, V. P. (2016). Public assistance and complaints desk satellite office (PACD) (Unpublished master's thesis). Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program Middle Managers Class Batch 10 Thesis (MMC)--Development Academy of the Philippines.

This ReP, Creation of MMDA TDO Public Assistance and Complaints Desk Satellite Offices (PACD), aims to improve the services offered by the MMDA Traffic Discipline Office (TDO). This ReP proves that the Public Assistance and Complaints Desk (PACD) can successfully offer to citizens, especially motorists, a place to sound off their inquiries, comments, and complaints in the field, without the citizens having to go to the main MMDA office to file their concerns at the TDO. This project strongly complied with the provisions of the Anti Red Tape Act of 2007 (RA 9845) and Administrative Order 241 series of 2008, ordering all government agencies to create public assistance and complaints desks to get feedback from the public on the quality of service delivered by each agency in accordance to its mandate. The Metropolitan Manila Development Authority (MMDA) is a special development and administrative region that offers certain services affecting or involving Metro Manila. These consist of metro-wide services that are more effectively and efficiently planned, supervised, and coordinated by the development authority as created by law, without prejudice to the autonomy of the affected local Government units. One of the service of the MMDA is transport and traffic management. This includes the formulation, coordination, monitoring, and evaluation of policies, standards, programs, and projects to rationalize the existing transport operations, the use of thoroughfares, and the promotion of safe and convenient movement of people and goods, as well as the administration and implementation of all traffic enforcement operations. In the implementation of all traffic enforcement operations, it has become a problem that some of the traffic personnel do commit illegal activities like mulcting money from the motorist and accepting bribe money in exchange for not being apprehended. Traffic personnel have also been known to turn a blind eye on public utility vehicles that have no valid franchise (also known as colorum vehicles) and out of line operations that affect legitimate public transport vehicles in terms of safety and assurance of substantial daily incomes. These illegal activities of the MMDA traffic personnel have thus created a negative image on the part of the traffic and transport management of the MMDA agency. To prevent these illegal practices from proliferating, this Re-entry Project titled Creation of Satellite Public Assistance and Complaints Desk (PACD) was implemented in two pilot districts, the Northern District and Western District of the Metropolis. The satellite PACD was envisioned to accept and hear complaints against MMDA enforcers committing illegal activities and eventually dismissing those involved in unprofessional conduct. By approaching the satellite PACD, the public could easily file a formal complaint against erring MMDA traffic enforcers without having to go to the MMDA central office. The PACD was found to lessen the burden of aggrieved parties because they could save money, effort, and time in filing their complaints with the MMDA. A strong impact of the satellite PACD among the MMDA traffic enforcers would be the fear of being complained about right away because the venue is very accessible to the public and being eventually dismissed from the service based on the evidence presented by the complainants.