A multi-campus assessment of frontline service processes and redress mechanisms

Larena, May L. (2025) A multi-campus assessment of frontline service processes and redress mechanisms. International Journal of Science and Research Archive, 16 (2). pp. 208-212. ISSN 2582-8185

This study entitled "A Multi-Campus Assessment of Frontline Service Processes and Redress Mechanisms at Surigao del Sur State University (SDSSU)" aims to evaluate the level of implementation and consistency of key governance variables transparency, responsiveness, accountability, and redress mechanisms across SDSSU’s six campuses: Cagwait, Cantilan, Lianga, San Miguel, Tagbina, and Tandag. Utilizing a quantitative research design with validated and piloted questionnaires, the study involved 582 respondents, including students, personnel, and external clients. Results show that while transparency, responsiveness, and accountability are generally perceived as "Very Well Implemented" in selected campuses, redress mechanisms are mostly "Well Implemented," with disparities among locations. Legal frameworks such as the Anti-Red Tape Act of 2007 (RA 9485), Civil Service Commission guidelines MC No. 12, s. 2007 and MC No. 24, s. 2010, and related public administration literature reinforce the ethical and operational standards for service delivery in public institutions. The findings suggest a need for more uniform practices, enhanced grievance systems, and institutional reforms aligned with governance principles. This study contributes to the growing body of knowledge on public sector governance in multi-campus university systems in rural contexts.