The Provincial Government of La Union (PGLU) is strengthening its commitment to efficient, transparent, and citizen-centered public service through improvements in its frontline service delivery systems.
The Office of the Provincial Administrator (OPA) distributed the revised Citizen’s Charter Handbook during its regular meeting on October 13, 2026, and introduced a newly developed Customer Feedback System during a separate meeting with feedback focal persons on October 8.
Under the guidance of Provincial Administrator Ramon B. Torres, OPA-Administrative Services Management Division Supervising Administrative Officer Ma. Theresa C. Feraren led the activities, emphasizing compliance with Anti-Red Tape Authority regulations and ISO procedural standards.
OPA Records Officer Harold Jamora also presented an automated, web-based Citizen’s Charter System that allows offices to encode services, update information online, and provide real-time digital access to service details.
Meanwhile, the enhanced Customer Feedback System enables designated personnel to monitor their respective offices’ feedback performance in real time. Discussions also covered strategies for handling public concerns, addressing service delivery challenges, and reviewing the second-quarter Customer Feedback Mechanism report.
PGLU offices were also reminded to implement the mandatory feedback system, observe the “No Lunch Break” policy to maintain continuous frontline services, and uphold zero-contact protocols.
An incentive program was likewise presented to recognize frontline and non-frontline offices that demonstrate best practices in customer feedback management and public service delivery.
