Effectiveness of the Senate Public Assistance Office’s Medical Assistance Program Through A Citizen-Centered Governance Towards an Action Plan
DOI:
https://doi.org/10.5281/zenodo.22346164Keywords:
citizen-centered governance, medical assistance program, Senate Public Assistance Office, program effectiveness, walk-in beneficiariesAbstract
This study assessed the effectiveness of the Medical Assistance Program of the Senate Public Assistance Office (SPAO) from the point of view of its walk-in beneficiaries, using the six dimensions of citizen-centered governance as the basis for the assessment, namely accessibility, responsiveness, accountability, transparency, efficiency, and participation. A descriptive-evaluative quantitative design was used. The research gathered 371 legitimate replies from qualified walk-in beneficiaries. The minimal sample size was calculated via Cochran’s calculation, incorporating a 95% confidence interval and a 5% margin of error, along with finite population correction for the 5,112 walk-in beneficiaries documented in CY 2024. Data were collected utilizing a validated bilingual survey instrument exhibiting exceptional internal consistency. Frequency and percentage were employed to delineate the demographic profile, whilst weighted means were utilized to evaluate perceived program efficacy and the incidence of obstacles faced. Inferential analysis using One-Way ANOVA was employed to determine whether significant differences existed between the demographic characteristics of beneficiaries and their perceived effectiveness of the program. The findings revealed that the beneficiaries were mostly female, within the 40 to 49 age brackets, married, unemployed, and earning below ten thousand pesos a month. The program was perceived as highly effective by the surveyed walk-in beneficiaries across all dimensions, with an overall weighted mean of 3.81, while the challenges encountered were rated at the Never level. Rooted in Citizen-Centered Governance, the results underscore the significance of ensuring public service delivery is accessible, responsive, responsible, transparent, efficient, and participative. A strategic plan was consequently suggested to maintain the program's advantages and tackle recognized areas for enhancement, especially in communication and follow-up systems, information distribution, operational efficiency, and beneficiary engagement.
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