The Anti-Red Tape Authority (ARTA) lauded the Bureau of Customs (BOC) for the significant improvements in its frontline operations and passenger engagement during an onsite inspection at the Ninoy Aquino International Airport (NAIA) Terminal 1.
Led by Director General Secretary Ernesto Perez, the inspection covered key frontline government services, including the passenger processing areas of the BOC.
Customs Commissioner Ariel Nepomuceno and BOC-NAIA District Collector Atty. Yasmin Obillos-Mapa joined Perez in assessing Customs operations as part of ARTA’s continuing efforts to evaluate government frontline services, identify areas for improvement, and promote efficient, transparent, and passenger-friendly processes.
Following the inspection, Perez acknowledged the positive transformation of the Bureau’s frontline service and the professionalism demonstrated by its personnel in dealing with passengers.
“Napakita rin natin kanina sa pamamagitan ng ating inspection na ibang-iba na po ngayon ang image ng Bureau of Customs.”
“Napakita rin natin kanina sa pamamagitan ng ating inspection na ibang-iba na po ngayon ang image ng Bureau of Customs. Hindi na kinakatakutan, kundi welcoming at all smiles sila—nakita natin ang malaking improvement,” he said.
Perez also underscored the importance of improving frontline services to strengthen public trust and confidence in government institutions, particularly through greater transparency and accountability.
Meanwhile, Nepomuceno emphasized the BOC’s continuing push to modernize and digitalize Customs procedures as a key step toward improving the passenger experience at the country’s main international gateway.
“Digitalize all our processes—’yan ang talagang solution and way forward to make sure that we efficiently serve majority of our passengers. Maganda experience nila—mabilis, nakikita ng lahat, transparent, recorded—at narerespeto ‘yung kanilang karapatan bilang mga pasahero,” the BOC chief said.
He likewise recognized ARTA’s important role in promoting higher standards of government service and encouraging agencies to continuously improve their systems and processes.
“ARTA is the keeper of our standards.”
“ARTA is the keeper of our standards. ARTA’s presence is always a challenge to all government agencies, especially sa BOC—meaning we have to keep on trying to improve our processes, making sure that we keep the standards high,” Nepomuceno added.
The BOC welcomed ARTA’s inspection as an opportunity to further strengthen its passenger service and frontline operations.
Under his leadership, the Bureau continues to advance digitalization, transparency, and process improvements in support of ARTA’s broader efforts to promote efficient, responsive, and citizen-centered government service.
