Abstract
The implementation of Republic Act No. 11032, also known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, remains a central pillar in Philippine public sector reforms, yet compliance within military institutions such as the Philippine Army has been underexplored. This study assessed the level of compliance of frontline personnel with RA 11032, identified organizational and operational factors influencing compliance, measured client satisfaction, and explored challenges encountered in implementation. Using a descriptive research design and thematic analysis, data were gathered from 117 Philippine Army frontline personnel through structured survey questionnaires and thematic analysis of open-ended responses. Findings revealed a very high level of compliance across all service delivery dimensions, particularly in feedback and complaints mechanisms, anti-red tape practices, and processing time observance. Organizational factors such as leadership support, effective communication, robust monitoring systems, and the active role of PA-CART were identified as key enablers of compliance. Client satisfaction ratings were outstanding, reflecting a high degree of public trust in Army services. However, challenges such as knowledge and awareness gaps, resource and infrastructure constraints, administrative ambiguities, and cultural barriers persisted. The study concludes that while the Philippine Army has successfully internalized the principles of RA 11032, continuous investments in structured training, infrastructure modernization, administrative streamlining, and cultural transformation are critical to sustaining compliance and service excellence. These findings contribute to the literature on public sector reform in military institutions and offer actionable insights for further policy refinement and institutional strengthening.
