Social Amelioration Program (SAP) in Focus: Understanding Public Perceptions and Communication Channels During the COVID-19 Pandemic

This study examines the experiences of Social Amelioration Program (SAP) beneficiaries in Quezon City, Philippines, during the COVID-19 pandemic, with a focus on their knowledge, attitudes, practices, and social accountability measures. Using a mixed-method approach that combined a Knowledge, Attitudes, and Practices (KAP) survey of 195 beneficiaries with key informant interviews from local and national agencies, the study examined how the beneficiaries’ is shaped by communication channels and grievance mechanisms. Findings show that while beneficiaries displayed high awareness of program guidelines and expressed gratitude for SAP’s role in supporting household survival, their engagement in accountability systems was minimal. Fear of reprisal, limited resources, and doubts about the effectiveness of complaint mechanisms constrained active participation. Respondents acknowledged the availability of grievance channels, yet most chose not to utilize them, reflecting a pragmatic orientation toward securing aid rather than demanding systemic reform. Civil society-led transparency tools, such as the Citizens’ Budget Tracker and G-Watch monitoring platforms, highlighted the potential of digital innovations, though uptake was restricted by the digital divide and low digital literacy among poor households. The study concludes that while SAP provided critical relief, gaps between program design and implementation limited accountability and inclusivity. Strengthening grievance redress systems, improving access to open data, and fostering partnerships with civil society are recommended to build more transparent, participatory, and equitable social protection in future crises.