International Journal For Multidisciplinary Research

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An Evaluation of Licensing Service Delivery under RA 10930: A Client-Based Study of the Land Transportation Office

Author(s) Ms. Arra Mae L. Monterola, Ms. Meriamie L. Canania, Ms. Donna Gay A. Ancog, Ms. Poelyn P. Pleños
Country Philippines
Abstract This study explored client awareness of Republic Act No. 10930 and their assessment of licensing service delivery at the Land Transportation Office (LTO) Regional Office VII in Mandaue City and its Consolacion extension, with the aim of proposing a client-centered action plan to improve policy implementation. Using a descriptive-correlational design, the study surveyed 50 clients who had recently completed licensing transactions. Data were collected using a researcher-designed structured questionnaire and analyzed using descriptive statistics, t-tests, ANOVA, and Pearson’s correlation coefficient. Findings revealed that respondents demonstrated a generally high level of awareness regarding the extended validity of driver’s licenses, eligibility conditions, and procedural requirements. Service delivery was rated high across dimensions such as processing time, clarity of procedures, staff competence, accessibility, and overall satisfaction. No significant differences were observed in service assessments across demographic groups. A moderate, positive, and significant correlation was found between client awareness and perceived service delivery efficiency, indicating that informed clients tended to experience more efficient transactions. Based on these findings, the study proposed the LTO-AWARE program, a client-centered action plan emphasizing policy education, process optimization, staff training, accessibility improvements, and monitoring mechanisms. This program aims to enhance compliance with RA 10930, improve service efficiency, and strengthen public trust in LTO operations.
Keywords RA 10930, Driver’s license, Client-centered service, Land Transportation Office, Service delivery, Policy awareness, Licensing efficiency, Cebu, Philippines
Field Sociology > Education
Published In Volume 8, Issue 2, March-April 2026
Published On 2026-03-09
DOI https://doi.org/10.36948/ijfmr.2026.v08i02.70912
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