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41 39
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52 5483
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3 3 25
3 33 3 2 4 101
Total Farmer Laboratory Trader KEDP PTC CFP PCPP
VerySa0sfied Sa0sfied NeitherSa0sfiednorDissa0sfied Dissa0sfied VeryDissa0sified
4.3 4.3 4.2 4.5 4.4 4.0 4.4 4.4
Intotality,nineoutoftenstakeholders(93%)aresa9sfiedwithPhilippineCoconutAuthorityontheoverall,with41%feelingverysa9sfied,and52%feelingsa9sfied.Thisyieldedameanscoreof4.3,whichhasadescrip9veequivalentofsa9sfied.
PCAreceivedthehighestmeanscoreontheoverallfromthetradersat4.5andthelowestfromthosewhoappliedforPTCat4.0.
OverallSa0sfac0on
ReasonsforOverallSa0sfac0on %
POSITIVECOMMENTS 95SERVICESPROVIDEDBYPCA–NET 60PROVIDESFERTILIZER 41
Givesfreefer9lizer/abono/pataba 25Nagkaroonngmadamingpananim/gumandapananimgamitangpatabanabinigaynila 16
PROVIDESEEDLINGS/PANANIM/BINHI 20Mayprogramnapatanimngniyog/nakaavailkamingpataninm/nagbibigayngbinhingniyog 12Givebananainter-crops/freeseedlingngkalabasa/cropspinyasaging,cacao 3Nakakatulongsamintuladngseedlingskapagnagkabungamabebentanamin/freeseedlings(acg) 3
ONSTAFF-NET 37RegularVisits/Coordina0ons/Supervision–Subnet 13
Binibisitanilakamiatangbukidparaalaminangproblema/kailangannamin 7Supervisor/coordinatorvisita9on2-3xamonthparaalaminkungtumubonaangpananimnamin 4
Treatscustomerswithrespect/friendly/courteous–Subnet 12Staffareapproachable/accommoda9ng,kind,friendly,helpful 12
PROVIDESTRAINING/SEMINAR 11Theygivetrainingaboutcoconut/vegetablefarming(kungpanomagparamingniyog,tamangpaggamitngfer9lizer) 11
TheservicesprovidedbyPCAsuchastheprovisionoffreefer9lizerandseedlingsaretheprimaryreasonsforthestakeholderstobesa9sfiedwithPhilippineCoconutAuthorityasanagency.Theyalsoappreciatethestaffbecausetheyregularlyvisit,coordinate,andsupervisethefarmers.Theyalsodeemthestaffasrespecdul,friendly,approachable,andhelpful.Lastly,theylikethatPCAprovidesfreetrainingaboutcoconut/vegetablefarming.
ReasonsforOverallSa0sfac0on %NEGATIVE 11SLOWPROCESSINGOFDOCUMENTS/PERMITS 5
Pagkuhangpermittocutumaabotng2orasnasasayangorasnamin,matagalkumuhangcuengpermitkasiumaabotng15daysto2months
4
ONSERVICESPROVIDEDBYPCA 3Da9mayinsuranceperongayonalmost12yearsnawalana,walaparinbinibigaynafer9lizer/livelihoodsaminhanggangngayon.
2
LESSFINANCIALASSISTANCE 2KopramuralangbinibiliP12.00perkilo 1Maliitangsweldongfarmers 1
Elevenpercentofthestakeholdersarenotcompletelysa9sfiedwiththeservicesPCAprovidesandarewishingtheycanimproveoncertainareassuchasontheslowprocessingofdocuments/permits,par9cularlyonthepermittocut,whichtakes15daystotwomonthstobereleased.Theyalsodonotappreciatethattheyusedtohaveinsurancebuthavenothaveonein12years.SomefarmersalsofeelthatthereisalsolessfinancialassistancecomingfromPCA.
DetailedFindings
NineoutoftenstakeholdersagreethatthestaffofPCAtreatscustomerswithrespect,strictlyandfairlyimplementsthepolicies,rules,andregula9ons,providesclearandsufficientinforma9on,addressesqueries/concernspromptly,demonstrateswillingnesstoassistcustomers,andareeasytocontact.
StaffandOrganiza0on
5349 51 48 50 47
45 47 45 48 47 47
2 3 2 2 1 41 1 2 1 1Treatscustomerswith
respectStrictlyandfairly
implementsthepolicies,rulesandregulaHons
ProvidesclearandsufficientinformaHon
Addressesqueries/concernsinaprompt
manner
Demonstrateswillingnesstoassistcustomers
Easytocontact
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.5 4.4 4.4 4.4 4.5 4.4
SummaryofMeanScores
Staff&Organiza0on Farmers Laboratory Trader KEDP PTC CFP PCPP
Treatscustomerswithrespect 4.5 4.5 4.6 4.6 4.4 4.7 4.5
Strictly&fairlyimplementsthepolicies,rules®ulaHons
4.4 4.3 4.6 4.5 4.3 4.6 4.4
Providesclear&sufficientinformaHon 4.4 4.3 4.5 4.5 4.4 4.6 4.4
Addressesqueries/concernsinapromptmanner
4.4 4.5 4.5 4.4 4.3 4.5 4.4
Demonstrateswillingnesstoassistcustomers
4.4 4.5 4.6 4.5 4.4 4.5 4.4
Easytocontact 4.4 4.5 4.6 4.5 4.3 4.5 4.4
PCAreceivedhighmeanscoresonallmetricsunderstaffandorganiza9onacrossallstakeholdertypes.
Nineoutoftenfarmersagreewithalmostallofthemetricsmeasuredunderagriculture,suchasagriculturalmaterials,equipment,andfacili9esbeingavailable,distributedagri-productsareofgoodquality,distributedtechnologiesareproperlymonitored,servicesarerendered,implementedlivelihoodprogramsarerelevantandeffec9ve,facili9esaresufficientandavailable,facili9esareaccessible,andtrainingarerelevant,sufficient,andproperlyconducted.Mostofthemdonotagreethoughthatthepricesofgoods/servicesarereasonable.
Agriculture–FarmersOnly
2530 33 34 35 39 35 31 34
44
60 61 62 62 56 58 62 6213
5 4 2 2 2 4 5 312
5 2 2 1 3 2 2 17 1 1 2 1Pricesofgood/servicesare
reasonableAgriculturalmaterial/equipment/faciliHesare
available
Distributedagri-productsareofgoodquality
Distributedtechnologiesareproperlymonitored
Servicesrendered Livelihoodprogramsimplementedarerelevantand
effecHve
FaciliHesaresufficientandavailable
FaciliHesareaccessible Trainingsarerelevant,sufficient&properlyconducted
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
3.7 4.1 4.3 4.3 4.3 4.3 4.2 4.2 4.3
Onlythosewhopar9cipatedunderPermissiontoCutagreethatthepricesofgood/servicesarereasonable.Farmers,KEDP,CFP,andPCPPbeneficiariesarequitenotsureiftheyagreeordisagreethatthepricesofgood/servicesarereasonable.PCAreceivedmostlyhighmeanscoresfromthosewhopar9cipatedunderPTC.
SummaryofMeanScores
Agricultural–FarmersOnly
Farmer Laboratory Trader KEDP PTC CFP PCPP
Pricesofgood/servicesarereasonable 3.7 - - 3.8 4.0 3.8 3.6
Agriculturalmaterial/equipment/faciliHesareavailable
4.1 - - 4.2 4.5 4.2 4.1
Distributedagri-productsareofgoodquality 4.3 - - 4.3 4.5 4.2 4.2Distributedtechnologiesareproperlymonitored
4.3 - - 4.3 4.5 4.3 4.2
Servicesrendered 4.3 - - 4.3 4.5 4.3 4.3LivelihoodprogramsimplementedarerelevantandeffecHve
4.3 - - 4.4 4.5 4.3 4.2
FaciliHesaresufficientandavailable 4.2 - - 4.1 4.5 4.3 4.2
FaciliHesareaccessible 4.2 - - 4.2 4.5 4.2 4.2Trainingsarerelevant,sufficientandproperlyconducted
4.3 - - 4.3 4.4 4.2 4.3
Almostallthefarmersagreewithallthemetricsmeasuredunderapplica9onwithPCA.
Agriculture–Applica0onwithPCA(Farmers)
35 37 35 33 33 33 31 31
65 62 63 65 64 64 68 65
1 1 2 3 3 1 4Requirementsare
properlydisseminated
FillingofapplicaHonsissimpleandeasy
Documentaryrequirementsare
reasonable
Processiscompletedwithinareasonableamount
ofHme
TermsCondiHonsofagriculturalloanservicesareclearandreasonable
ClaimingissystemaHcandeasy
Documentsissuedarefreefromdefectsor
typographicalerror
Paymentsareeasytomake
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.4 4.3 4.3 4.3 4.3 4.3 4.3
SummaryofMeanScores
Agriculture–Applica0onwithPCA(Farmers) Farmer Laboratory Trader KEDP PTC CFP PCPP
Requirementsareproperlydisseminated 4.3 - - 4.4 4.4 4.2 4.3
FillingofapplicaHonsissimpleandeasy 4.4 - - 4.3 4.4 4.3 4.4
Documentaryrequirementsarereasonable 4.3 - - 4.4 4.5 4.3 4.3
ProcessiscompletedwithinareasonableamountofHme
4.3 - - 4.3 4.4 4.2 4.3
TermsCondiHonsofagriculturalloanservicesareclearandreasonable
4.3 - - 4.2 4.4 4.3 4.3
ClaimingissystemaHcandeasy 4.3 - - 4.3 4.5 4.2 4.3
Documentsissuedarefreefromdefectsortypographicalerror
4.3 - - 4.3 4.4 4.2 4.3
Paymentsareeasytomake 4.3 - - 4.3 4.4 4.2 4.3
Nineoutoftenfarmersagreethatthetrainersprovidingthetrainingarecredibleandknowledgeableonthesubjectmaher,thattheycommunicatewiththepar9cipantsclearlyandeffec9vely,thattheywereunderstandingandresponsivetotheneedsandrequirementsofthepar9cipantsandthattheyadequatelycoordinatewithtraining/coursepar9cipants.
Agriculture–Training&Workshop(Trainers)
39 41 38 34
57 55 59 63
3 3 3 21 1Credible&Knowledgeonthesubject
maXerCommunicatedwithparHcipantsclearly
&effecHveWereunderstanding&responsivetoparHcipantsneeds&requirements
Adequatelycoordinatedwithtraining/courseparHcipants
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.4 4.3 4.3
Thetrainersreceivedhighmeanscoresfromthosewhopar9cipatedunderpermissiontocut.
SummaryofMeanScores
Agriculture–Training&Workshop(Trainers)
Farmer Laboratory Trader KEDP PTC CFP PCPP
Credible&KnowledgeonthesubjectmaXer
4.3 - - 4.4 4.5 4.4 4.3
CommunicatedwithparHcipantsclearlyandeffecHvely
4.4 - - 4.4 4.6 4.4 4.3
WereunderstandingandresponsivetoparHcipantsneeds&requirements
4.3 - - 4.4 4.6 4.4 4.3
Adequatelycoordinatedwithtraining/courseparHcipants
4.3 - - 4.3 4.6 4.2 4.3
Thefarmersagreethatthetrainingcourseandmaterialsarerelevantandsufficientlyprovided,thatthetrainingmethodandac9vi9esareappropriateandeffec9ve,andwell-organized.
Agriculture–Training&Workshop(TrainingCourse&Materials/Farmers)
38 38 42 41
60 59 56 58
1 2 1 11 1 1 11Trainingcontentwasrelevant,
sufficientprovidedTraining/coursematerialswere
sufficientlyprovidedTrainingmethodandacHviHeswere
appropriateandeffecHveTrainingcoursewaswell-organized
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.4 4.3 4.4 4.4
SummaryofMeanScores
Agriculture–Training&Workshop(TrainingCourse&Materials/Farmers)
Farmer Laboratory Trader KEDP PTC CFP PCPP
Trainingcontentwasrelevant,sufficientprovided
4.4 - - 4.4 4.4 4.3 4.3
Training/coursematerialsweresufficientlyprovided
4.3 - - 4.4 4.4 4.3 4.3
TrainingmethodandacHviHeswereappropriateandeffecHve
4.4 - - 4.4 4.4 4.4 4.4
Trainingcoursewaswell-organized
4.4 - - 4.4 4.4 4.3 4.4
Thefarmersalsoagreethatthemarke9ngcampaignclearlycommunicatedetailsabouttheevent,extensiveandhasawidereach,andvisuallyappealing.
Agriculture–Marke0ngCampaign
27 25 26
69 70 69
3 3 32 2 2MarkeHngcampaignclearlycommunicateddetails
abouttheeventMarkeHngcampaignwasextensiveandhadwide
reachMarkeHngmaterialswerevisuallyappealing
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.2 4.2 4.2
SummaryofMeanScores
Agriculture–MarkeHngCampaign
Farmer Laboratory Trader KEDP PTC CFP PCPP
MarkeHngcampaignclearlycommunicateddetailsabouttheevent
4.2 - - 4.3 4.1 4.1 4.2
MarkeHngcampaignwasextensiveandhadwidereach
4.2 - - 4.2 4.1 4.1 4.2
MarkeHngmaterialswerevisuallyappealing
4.2 - - 4.2 4.1 4.0 4.2
Nineoutoftenfarmersagreethatthepolicies,rules,andregula9onsofPCAareclear,consistent,sufficient,strictlyimplemented,properlyupdated,properlydisseminated,reasonable,hasfairandreasonable9melineforcompliance,andhasfairandreasonablefees.
Agriculture–Policies,RulesandRegula0ons
3539 39 37 37
32 34
60 57 55 58 59 63 61
4 2 3 3 2 2 31 1 2 2 1 2 1Clear,consistent&
sufficientStrictlyimplemented Properlyupdated Properlydisseminated Reportorial/documentary
requirementsarereasonable
Timelineforcompliancearefair&reasonable
Feesand/orpenalHesimposedarefairand
reasonable
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.3 4.3 4.3 4.3 4.2 4.3
SummaryofMeanScores
Agriculture–Policies,Rules&RegulaHons
Farmer Laboratory Trader KEDP PTC CFP PCPP
Clear,consistent&sufficient
4.2 4.2 4.5 4.4 4.1 4.0 4.3
Strictlyimplemented 4.3 4.2 4.4 4.4 4.2 4.1 4.3
Properlyupdated 4.3 4.2 4.3 4.4 4.3 4.2 4.3
Properlydisseminated 4.3 4.2 4.4 4.4 4.2 4.1 4.3
Reportorial/documentaryrequirementsarereasonable
4.3 4.2 4.5 4.4 4.1 4.2 4.3
Timelineforcompliancearefair&reasonable
4.2 4.8 4.4 4.3 4.0 4.0 4.3
Feesand/orpenalHesimposedarefairandreasonable
4.2 4.8 4.4 4.4 4.1 4.0 4.3
AtleasteightypercentofthetradersagreethattherequirementswhenapplyingwithPCAareproperlydisseminated,filingofapplica9onissimpleandeasy,documentaryrequirementsarereasonable,processiscompletedwithinareasonableamountof9me,anddocumentsissuedarefreefromdefectsortypographicalerror.
Agriculture–Applica0onwithPCA(Traders)
5753 49 51
45
34 40 43 4042
6 6 4 6 92 0 2 2 22 2 2 2 2
Requirementsareproperlydisseminated
FillingofapplicaHonsissimpleandeasy
Documentaryrequirementsarereasonable
ProcessiscompletedwithinareasonableamountofHme
Documentsissuedarefreefromdefectsortypographical
error
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.3 4.2 4.1 4.2
MorethanhalfofthestakeholdershavefiledacomplaintwithPCAandamongthosewhofiledacomplaint,atleasteightagreethatthefilingofcomplaintsiseasyandsystema9c,thatcomplaintsareresolvedwithinprescribed9meframe,andresolu9onstocomplaintsaresa9sfactory/acceptable.Atleasteightoutoftenstakeholdersagreethatthefiles/recordsareaccurateandupdated.
ComplaintsHandlingandRecordsKeeping
23 2327 30
58 58 55 55
14 13 11 114 3 5 41 3 2 1
FilingofcomplaintsiseasyandsystemaHc
ComplaintsareresolvedwithinprescribedHmeframe
ResoluHonstocomplaintsaresaHsfactory/acceptable
Files/Recordsareaccuratreandupdated
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.0 3.9 4.14.0
SummaryofMeanScores
ComplaintsHandlingandRecordsKeeping
Farmer Laboratory Trader KEDP PTC CFP PCPP
FilingofcomplaintsiseasyandsystemaHc
4.0 5.0 4.1 4.1 3.8 4.0 4.0
ComplaintsareresolvedwithinprescribedHmeframe
3.9 5.0 4.1 3.9 3.7 4.0 4.0
ResoluHonstocomplaintsaresaHsfactory/acceptable
4.0 5.0 4.1 3.9 3.8 4.0 4.1
Files/Recordsareaccurateandupdated
4.0 5.0 4.4 3.9 3.8 4.0 4.1
ThefarmerswhoarebeneficiariesoftheKEDPandPTCprogramsaregenerallynotinagreementthatPCAresolvesconflictssa9sfactorily.
Thestakeholdersagreethatinforma9oniseasytoobtainfromPCAandthatallcommunica9onareclearandrelevant.
Informa0onandCommunica0on
39 40
56 57
3 11 1Easytoobtain Clearandrelevant
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.4
LaboratoryandtradersgavethehighestmeanscorestoPCAonthemetricsmeasuredunderinforma9onandcommunica9on.
SummaryofMeanScores
InformaHonandCommunicaHon
Farmer Laboratory Trader KEDP PTC CFP PCPP
Easytoobtain 4.3 4.7 4.5 4.4 4.1 4.1 4.4
Clearandrelevant 4.3 4.7 4.6 4.3 4.2 4.1 4.4
Around42%ofthestakeholdershavetriedaccessingthewebsiteofPCAandamongthosewhodid,atleasteightoutoftenfindthewebsiteavailableandaccessible,containstheinforma9ontheyneed,anduser-friendly.
Informa0onandCommunica0on(Website)
26 27 30
59 59 59
13 13 101 11 1 1
Availableandaccessible ContainstheinformaHonneeded User-friendly
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.1 4.1 4.2
Thewebsitereceivedthelowestmeanscoresfromthosewhopar9cipatedunderthePTCprogram,andthehighestmeanscoresfromthelaboratory.
SummaryofMeanScores
InformaHonandCommunicaHon(Website)
Farmer Laboratory Trader KEDP PTC CFP PCPP
Availableandaccessible 4.0 4.6 4.4 4.0 3.8 4.2 4.0
ContainstheinformaHon 4.0 4.6 4.4 4.0 3.8 4.2 4.1
User-friendly 4.1 4.6 4.5 4.1 3.9 4.2 4.1
Atleast80%ofthestakeholdershavevisitedtheofficeofPCA.Amongthosewhodid,atleastnineoutoftenagreethatthesignagesarevisibleandreadable,thepremisesareclean,orderly,andwell-maintained,well-ven9latedandhavegoodligh9ng,safeandsecure,andhasseparatelaneforseniorci9zens,PWDs,andpregnantwomen.
Facili0es
3742 40
33 32
5454 55
59 59
7 5 4 5 52 1 2 31 1 1
Signagesarevisibleandreadable
Officepremisesareclean,orderlyandwell-maintained
Officepremisesarewell-venHlatedandhavegood
lighHng
Officepremisesaresafeandsecure
OfficehasseparatelaneforseniorciHzens,PWDs,pregnant
women
StronglyAgree Agree NeitherAgreenorDisagree Disagree StronglyDisagree
4.3 4.4 4.24.3 4.2
PCAreceivedthehighestmeanscoresonfacili9esfromthelaboratoryandtraders.
SummaryofMeanScores
FaciliHes Farmer Laboratory Trader KEDP PTC CFP PCPP
Signagesarevisibleandreadable
4.2 4.5 4.5 4.4 4.1 4.4 4.2
Officepremisesareclean,orderlyandwell-maintained
4.3 4.5 4.6 4.4 4.3 4.5 4.3
Officepremisesarewell-venHlatedandhavegoodlighHng
4.3 4.5 4.6 4.4 4.2 4.5 4.3
Officepremisesaresafeandsecure
4.1 4.5 4.5 4.2 4.2 4.3 4.1
OfficehasseparatelaneforseniorciHzens,PWDs,pregnantwomen
4.1 4.5 4.5 4.2 4.2 4.3 4.0
Thestakeholdersusuallyobtaintheirinforma9onaboutPCAfromtheinforma9ondeskandPCA’spersonnel.
Wheredoyoumostogengetinforma0onaboutPCAanditsservices?
30 29
16
12
5 5 4 3 2 2 2 1
Informa0ondesk PCAPersonnel Technician(PCA)Assigned/PCAStaff
Phone/hotline Text/SMS Others Conferences Website SocialMedia Bulle0n PCAOffice Word-of-mouth(friends/rela0ves)