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The Philippine Ports Authority received its highest satisfactory ratings for integrity, port facilities, and services from the Development Academy of the Philippines’ 2020 port users’ satisfaction survey
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PPA received an overall satisfaction rating of 4.15 with a weighted percentage of satisfied respondents of 85.96%
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Shipping companies gave PPA an average satisfaction rating of 4.12 while concessionaires gave 4.23
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The need to effectively communicate policies is a recurring suggestion among respondents undecided about PPA services
The Philippine Ports Authority (PPA) received its highest satisfactory ratings in 2020 for integrity, port facilities, and services, according to results of the Development Academy of the Philippines’ (DAP) 2020 annual port users’ satisfaction survey.
PPA received an overall satisfaction rating of 4.15 with a weighted percentage of satisfied respondents of 85.96%. The 2020 overall result was higher than the 4.03 received in 2019.
DAP’s rating is from 1 to 5 where 1 to 1.49 is Very Unsatisfactory; 1.50 to 2.49 Unsatisfactory; 2.50 to 3.49 Neutral/Neither Satisfactory nor Unsatisfactory; 3.50 to 4.49 Satisfactory; and 4.50 to 5 Very Satisfactory.
PPA’s rating hit 4.02 in 2018 after receiving 3.92 in 2015, 3.79 in 2016, and 3.95 in 2017.
DAP conducted the survey for PPA because the Governance Commission for GOCCs (Government-Owned and Controlled Corporations) requires the conduct of a third-party customer satisfaction survey of GOCCs, such as the ports authority.
The 2020 survey was conducted across 25 PPA port management offices nationwide involving 800 respondents, categorized into shipping companies (freight forwarders, truckers, shippers, consignees, and shipping lines) and concessionaires (cargo-handling operators and ancillary service providers).
“Generally, PPA was able to deliver satisfactory services across all covered attributes,” the survey report said, noting that facilities and integrity earned the highest ratings.
“Despite the COVID-19 pandemic, respondents feel safe and secure inside the ports. They also agreed that the ports have measures to promote integrity and address corruption while PPA personnel have neat appearances, professionals, convey trust and confidence and treats customers with respect,” the survey report said.
PPA general manager Jay Daniel Santiago welcomed results of the survey, saying they “validate the claim that PPA has gone a long way in terms of integrity and transparency as well as in offering world-class facilities and services to its users.”
Shipping companies gave PPA an average satisfaction rating of 4.12 and concessionaires, 4.23.
The port agency was rated 4.48 each for facilities and integrity by shipping companies. From concessionaires PPA received a 4.54 grade for facilities and 4.53 for integrity.
For shipping companies, the core strengths of PPA were staff and organization, and information and communication, while a priority area was regulatory (policies, rules, and regulations) attribute.
For concessionaires, the priority areas for improvement were staff and organization, lease, complaints handling and records keeping.
The survey report noted that despite the good results, “there are still areas for improvement especially among respondents who were undecided about PPA services.”
It said a recurring suggestion is the need to effectively communicate policies to clients, mainly by connecting with them through instant messaging apps using an integrated database of clients across ports.
In response to delay in payments, processing of entry passes, refunds and permits, PPA may review policies and procedures to check for possible ways to streamline processes and lessen documentary requirements, the survey report said.
Another way is to computerize payment systems in the ports to minimize delays in processing.
On concerns about the processing time of vehicle passes, the survey report said this may be fast tracked by making application forms or even the application process available on the PPA website to help companies prepare for their port entry.
For pedestrian passes, the survey report suggested adopting a QR code system to minimize waiting time.
