A Model of Public Service: LTO Kalibo District Head Engr. Velez Earns Praise for Compassionate Leadership

By GEROME DALIPE

In an era where public service is often met with skepticism, one official’s act of compassion and sound judgment is shining through — a reminder that empathy and excellence can still define government service.

Engr. Marlon Velez, Chief of the Land Transportation Office (LTO) Kalibo District Office in Brgy. Tigayon, Kalibo, Aklan, recently received high praise from a grateful client, Mr. Ronald G. Reyes of Cebu, who formally commended the official in a letter to the Civil Service Commission (CSC).
Reyes recounted a stressful experience that turned into a story of gratitude and admiration.

On February 5, 2025, he visited the LTO Tigayon office to process a transfer of vehicle ownership. Due to a shortage of forms, he was issued a temporary Official Receipt/Certificate of Registration (OR/CR), stamped and signed by Engr. Velez. Upon returning to Cebu, Reyes stored the document in a safety deposit box.

When he came back to Kalibo over a month later, on March 19, to collect the original OR and CR, he encountered a roadblock. The releasing officer denied his request, citing the absence of the original temporary document — the photocopy he brought was not acceptable. A return trip to Cebu just to retrieve the original seemed inevitable.

Desperate and frustrated, Reyes turned to Engr. Velez for assistance. “Engr. Velez listened to my concerns with patience and professionalism,” Reyes wrote in his letter. “He calmly explained the office’s policy but also evaluated the situation with empathy and fairness.”
After careful consideration, and fully aware of the inconvenience a trip back to Cebu would cause, Engr. Velez approved the release of the original documents.

It was a decision grounded in both discretion and compassion — a rare combination that left a lasting impression on Reyes. “I was truly impressed by his professionalism, empathy, and leadership,” Reyes said. “His decision spared me unnecessary hardship and exemplified what it means to serve with both heart and mind.”

Reyes’s commendation did not go unnoticed. Reacting to the letter, Engr. Velez admitted that most messages coursed through the CSC’s Contact Center ng Bayan (CCB) or the government’s 8888 Complaint Desk are often complaints — messages that understandably cause anxiety among public servants. “But this one is different,” Engr. Velez said. “It boosted our morale and uplifted our spirits to serve the public with professionalism, efficiency, and compassion. Maraming salamat po sa client na nag-report sa CSC.”

The recognition from Reyes isn’t the first for Engr. Velez. Back in 2010, he was awarded as the Most Outstanding Male 1st Level Employee at the national level — a testament to his consistent commitment to service.

His recent commendation also earned praise from LTO Region VI leadership. Regional Director Atty. Gaudioso P. Geduspan II and Assistant Regional Director Jeck D. Conlu lauded Velez for going the extra mile in assisting clients and delivering excellent public service.

The efforts of local LTO officials like Velez align with the broader direction of LTO Chief, Assistant Secretary Atty. Vigor D. Mendoza II, and Department of Transportation (DOTr) Secretary Vince Dizon, who are pushing to expand and decentralize LTO services nationwide.

In a time when public trust in government is being rebuilt one interaction at a time, the story of Engr. Marlon Velez stands as a shining example of what public service can — and should — look like.

One thoughtful decision, one grateful citizen, one dedicated public servant.