Abstract
This study investigated the factors that influence returning passport application in the CALABARZON region from the perspective of consular staff. Despite the enactment of the New Philippine Passport Act of 2024 (Republic Act No. 11983) and the mandates of the Anti-Red Tape Authority (ARTA) to streamline public services, operational inefficiencies remain, contributing to recurring application returns. Anchored on Human Relations Theory, New Public Management (NPM), and General Systems Theory (GST), the study employed an explanatory sequential mixed-methods design to investigate both applicant- and system-related determinants. Stratified surveys revealed prevailing trends, while interviews contextualized internal service challenges.
Findings of the study highlight a recurring interplay between applicant behaviors such as incomplete submissions, inconsistent data, and reliance on unauthorized sources and system limitations, including excessive workload, lack of pre-screening mechanisms, and communication gaps. Human Relations Theory emphasizes the role of frontline staff and their experiences, revealing frustrations caused by repeated document re-evaluations. NPM’s focus on customer orientation and efficiency supports the call for improved information systems and streamlined processes. From a GST perspective, unresolved input-level errors (e.g., missing documents) create inefficiencies across the system, disrupting workflow and service quality.
Consular staff in the CALABARZON region emphasized the need for an enhanced pre-application assessment, increased staffing, better communication protocols, and accessible information platforms. To enhance public satisfaction, reduce return rates of passport applications, and achieve the EODB’s goals for efficient government service delivery, it is crucial to address these identified gaps.
Keywords: passport, passport application, public service delivery, public administration, consular staff, process efficiency
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