This research evaluates the current service delivery framework of the Bureau of
Fire Protection (BFP) in Legazpi City, Albay, with a focus on improving the issuance
processes for Fire Safety certificates and clearances. Utilizing the SERVQUAL model, the
study assessed service quality across five dimensions: Tangibility, Reliability,
Responsiveness, Assurance, and Empathy. Data were collected through structured survey
questionnaires and interviews with stakeholders, including business owners, building
managers, and BFP personnel.

The findings indicate high satisfaction levels among stakeholders, reflecting the
competence of BFP personnel and the quality of existing facilities. However, opportunities
for enhancing efficiency were identified, particularly through technological integration and
resource optimization.

A comprehensive framework was proposed, incorporating several key
enhancements. These included streamlining the submission processes for Fire Safety
Evaluation Clearance (FSEC) and Fire Safety Inspection Certificate (FSIC) applications,
providing real-time assistance to applicants, and ensuring accuracy while reducing manual rocessing times. Additionally, improvements in monitoring fire safety compliance and
maintaining transparent records were highlighted. Better allocation of personnel and
equipment was proposed to enhance resource management, along with adopting costeffective solutions to reduce operational costs. Continuous capacity building was
emphasized through various training programs and community engagement initiatives.
The study employed both descriptive and inferential statistical methods to analyze
the data. Descriptive statistics, including frequency counts, percentages, and mean scores,
summarized client experiences and perceptions. Spearman’s rank correlation coefficients
were calculated to examine relationships between different dimensions of service quality
and overall client satisfaction. The analysis revealed significant positive correlations
between the service quality dimensions and overall perceived service quality.
These recommendations align with the intent of the BFP Modernization Act (RA
11589) and other relevant policies and laws. While the proposed framework does not aim
to modify existing policies directly, its implementation may prompt the Bureau to consider
new policies to fully realize the recommended improvements. This research aims to
enhance the overall effectiveness and efficiency of the BFP, ensuring a more responsive
and advanced service delivery that meets the evolving needs of the community.

Keywords: service delivery, SERVQUAL model, tangibility, reliability, responsiveness,
assurance, empathy