The Anti-Red Tape Authority (ARTA) conducted a comprehensive on-site inspection at the Ninoy Aquino International Airport (NAIA) Terminal 3 recently to ensure that government agencies operating within the airport are strictly adhering to the provisions of Republic Act No. 11032, or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.
The inspection, led by ARTA Secretary Ernesto V. Perez, covered the Manila International Airport Authority (MIAA) and the satellite offices of the Bureau of Immigration (BI), the Tourism Infrastructure and Enterprise Zone Authority (TIEZA), and the Bureau of Customs (BOC).
As part of ARTA’s mandate, the Compliance Monitoring and Evaluation Office (CMEO) regularly evaluates agency compliance to ensure efficient service delivery. During the visit, the team scrutinized the agencies’ implementation of key regulatory requirements, including:
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The Citizen’s Charter;
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Client Satisfaction Measurement (CSM) mechanisms;
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The establishment of Public Assistance and Complaints Desks (PACD);
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Anti-fixer campaigns; and
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Adherence to the “Three Signatories Rule.”
These measures are critical to the government’s goal of reducing passenger wait times, mitigating terminal congestion, and ensuring the secure and seamless transit of travellers.
“The Authority remains steadfast in our commitment to ensuring that government offices at NAIA Terminal 3 meet, and exceed, the standards set by the Ease of Doing Business Law,” said Secretary Perez. “This inspection not only strengthens regulatory compliance but also highlights tangible improvements in service delivery, such as the efficient accommodations currently provided for our Overseas Filipino Workers (OFWs) at the OFW Lounge.”
Demonstrating the importance of proactive intervention, the ARTA inspection team directly assisted a passenger experiencing a delay in immigration clearance caused by a system discrepancy. Through immediate coordination with relevant authorities, the team facilitated a resolution, underscoring ARTA’s role in addressing bureaucratic bottlenecks in real-time.
Joining Secretary Perez were Undersecretary Lea-Grace B. Salcedo, Deputy Director General for Operations; Undersecretary Juabilly P. Racho, Deputy Director General for Field Operations and Special Programs and Concerns; and the CMEO Inspection Team led by Director Grace L. Fernandez.
To further promote transparency and public awareness, the ARTA delegation distributed Information, Education, and Communication (IEC) materials to the inspected agencies, aligning with the Bagong Pilipinas campaign’s goal of fostering a more efficient and responsive government.
ARTA continues to work closely with various government instrumentalities to ensure that bureaucratic processes are streamlined, ultimately fostering a more traveller-friendly and efficient experience at the country’s primary gateway.
