Gubat Citizens Charter
Gubat Citizens Charter
Gubat Citizens Charter
Message
Vision—Mission Statement
Goal
Performance Pledges
Directory
Feedback Mechanism
MESSAGE
Where I first entered public service eighteen years ago as Municipal Mayor of this town,
my colleagues who were also elected in their own capacity as municipal local officials and I
had a covenant that all records of official transactions of my administration, whether financial
or otherwise will be posted outside the municipal hall in the spirit of transparency and public
accountability. It was embodied in my first Memorandum Order.
According to author P. F. Jardiniano in his book “Public Accountability” published in
1994, “public accountability, which is the administrative, political, and moral responsibility of
public officers to the people in the exercise of their public duties and functions, is embodied
in Article XI of the Philippine Constitution to inculcate in the minds of government functionar-
ies that they “must at all times be accountable to the people, serve them with utmost respon-
sibility, integrity, loyalty and efficiency, act with patriotism and justice, and lead modest
lives – that public office is a public trust”.
The doctrine: “public office is a public trust” not only traces its roots to the 1987 Con-
stitution but also to the many laws passed by Congress aimed at eradicating, if not curbing
graft and corruption in the government. One significant law that easily comes to mind is RA
6713, otherwise known as the Code of Conduct and Ethical Standards for Public Officials and
Employees. Section 2 of RA 6713 states that “public officials and employees shall at all times
be accountable to the people and shall discharge their duties with utmost responsibility, in-
tegrity, competence, and loyalty, act with patriotism and justice, lead modest lives, and up-
hold public interest over personal interest”.
The government, often labeled with red tape, inefficiency and poor accountability,
raised the bar even higher in its pursuit of institutionalizing bureaucratic reforms when Con-
gress enacted RA 9485, or the Anti-Red Tape Law.
The Anti-Red Tape Law, also known as the Anti-Red Tape Act of 2007, essentially rede-
fines public service by putting the interest of the public first and foremost as the end goal of
government service delivery. Thus, it mandates all government agencies and instrumentali-
ties, including local government units, to deliver public service in the most efficient manner
for the sake of the convenience of the public. It intends to remove red tape by doing away
with cumbersome procedures in the government agencies’ provision of services to the public.
RA 9485 seeks to prevent graft and corruption in government and at the same time, im-
prove efficiency in government service delivery. It provides a basis for citizens to demand:
Integrity;
Accountability;
Proper management of public affairs and public property; and
The establishment of effective practices like the adoption of simplified or re-
engineered systems and procedures.
Section 5 of RA 9485 mandates the re-engineering of systems and procedures by all gov-
ernment agencies to reduce red tape in government services. Cutting red tape minimizes the
chances for graft and corruption.
The public in general will benefit from the implementation of RA 9485. Likewise, all
government agencies and instrumentalities, including local government units stand to benefit
from this law.
The benefits to the public or the citizens are the following:
Reduction in time and resources spent on transacting with a government agency or
office.
Enhanced customer satisfaction
On the part of the government, particularly the LGUs, the benefits are:
Reduction in time and resources spent in processing requests/applications from
clients
Positive image for the government
Integrity and accountability in public service
But the heart and soul of the Anti-Red Tape Act of 2007 or ARTA can be found in Sections
1 and 2, Rule IV of the Implementing Rules and Regulations of RA 9485, mandating all govern-
ment agencies and instrumentalities, including local government units, to draft a Citizen’s
Charter.
The Citizen’s Charter is an official document, a service standard, or a pledge, that com-
municates information on the services provided by the concerned government agency to the
public. It describes the step-by-step procedure for availing a particular service, and the guar-
anteed performance level that they may expect for that service.
Included in the Citizen’s Charter, which shall be in the form of billboards or published
materials written either in English, Filipino or in the local dialect, are the following informa-
tion:
Vision and Mission of the office or agency
Identification of the frontline services offered
Clients
Step-by-step procedure to obtain a service
Officer or employee responsible for each step
Maximum time to conclude the process
Documents to be presented by the client and why they are needed
Amount of fees
Procedure for filing complaints
Names and contact details of the officials whom clients can file complaints to
Allowable period for extension due to unusual circumstances
Contact numbers to call for recommendations, inquiries, suggestions as well as
complaints.
In compliance with the mandate of RA 9485, LGU Gubat has drafted its own Citizen’s
Charter, taking into consideration the peculiarity of our municipality embodied in its vision and
mission of transforming the lives of its constituents through Livelihood, Infrastructure, Food/
Family Security, Education/Environmental Protection/Economy.
As we officially launch LGU Gubat’s Citizen’s Charter on July 1, 2009, I implore our citi-
zens to support this noble government endeavor. I also enjoin my fellow local government offi-
cials and employees to put their hearts and minds in the furtherance of RA 9485, because at
the end of the day, our worth as public servants can only be gauged by how we effectively and
efficiently delivered government services to our citizens as exemplified by our Performance/
Service Pledge: Give/grant Unbiased service to all our clients by Being prompt and Attentive
to their needs, through Transparent official transactions.
Mission
We at the LGU-Gubat pledge to work collabora-
tively towards the effective and efficient implemen-
tation of LIFE (Livelihood, Infrastructure,Family/
Food Security,Education/EnvironmentalProtection /
Economy) through comprehensive agricultural pro-
grams, health services, livelihood programs, infra-
structure and social services towards the realization
of food security, sustainable development and peo-
ple empowerment.
GOAL
To be able to craft a Citizen’s Charter for
the Municipality of Gubat, Sorsogon, that
would promote integrity, accountability,
proper management of resources, responsive-
ness and customer welfare and satisfaction, in
the delivery of frontline services.
List of
Frontline
Services
No. Frontline Services Duration Location
7 Day Care Services 3 hours per day Municipal Social Welfare and
Development Office
8 Issuance of Social Case Study Re- 100 minutes Municipal Social Welfare and
ports (Half day, if col- Development Office
lateral inter-
view/home visit
is necessary)
20 minutes for
delinquent tax-
payers
24 Payment of business tax, fees and 10 minutes Municipal Treasurer’s Office
charges
- New Business
- Renewal
25 Payment of Community Tax Certifi- 5 minutes Municipal Treasurer’s Office
cate
26 Payment of Secretary’s Fees, Police 5 minutes Municipal Treasurer’s Office
Clearance, Library card and other of
the same nature
27 Payment of Treasurer’s Clearance, 20 mins for Municipal Treasurer’s Office
Real Property Tax Clearance Treasurer’s
Clearance
Sign, Ap-
3. Present Tax praise, 10 mins. RPT Clearance P80.00
Clearance from Secre-
MTO assess & Rec. taries
Approval to
FAAS Fee
DURA-
STEPS/PROCESS TION REQUIREMENT FEES PERSON
LOCA-
Client Provider RESPONSIBLE TION
1. Present Plan, Examine 1 hour Building Permit None Ramon A. Fajardo MASSO
description or OR Cert. of the
speci- the document cost Adm. Officer IV
fication of the
property of the property Jaime E. Estipona MASSO
Adm., Aide IV
Research E- O.R. Cert. of P50.0 Rebecca L. Escasi-
Data 5 mins land 0 nas MASSO
Ser-
Base for land where prop. Is vice Adm. Aide IV
reference introduce fee
P20.0 Rene John E.
2. Request Prepare FAS 5 mins RPT 0 Espineda MASSO
Ser.
Clearance at MTO to computer Clearance Fee Mun. Assessor
DURA- FEE
STEPS/PROCESS TION REQUIREMENT S PERSON
LOCA-
Client Provider RESPONSIBLE TION
1. Present previ- Non Rebecca L. Escasi-
ous Search to 5 mins Previous O.R. e nas MASSO
O.R. of the RPT E-Data Base Current O.R. Adm. Aide IV
of RPT (For current RPT) MASSO
Ma. Erme E. Enano
Adm. Asst. III
Non Rebecca L. Escasi-
Print RPTOP 5 mins None e nas MASSO
current &
previous Adm. Aide IV
(For current RPT)
Ma. Erme E. Enano MASSO
Adm. Asst. III
Release Non Rene John D.
2. Receive RPTOP RPTOP 5 mins None e Espineda MASSO
& proceed to
MTO Municipal Assessor
for payment
3. Receive O.R.
to MTO & trans.
Is
finished.
DURA- REQUIRE-
STEPS/PROCESS TION MENT FEES PERSON
Client Provider RESPONSIBLE LOCATION
Frontline Service: Aid to Individual in Crisis Situation (AICS) for Non-Philhealth Beneficiaries
*Philhealth beneficiaries and their dependents can only avail of AICS if the patient is
confined at the hospital with critical illness and medicines needed are very expensive.
Waits for Purchase the 10 min- Prescription of None Rolando Car- Pharmacy
the medi- medicines utes medicines loto
cines to be needed at the (Utility
purchased pharmacy Worker-
by the Contractual)
MSWDO
staff None MSWDO
Files the offi- 1 minute
Receives cial receipts for Judith, Jean,
the medi- medicines pur- Agnes & San-
cines chased dra
(End of
Transac-
tion)
Frontline Service: Emergency Shelter Assistance for victims of sporadic fire & other calamities
STEPS/PROCESS
CLIENT PROVIDER DURATION REQUIREMENT FEES PERSON RE- LOCA-
SPONSIBLE TION
Be present Conduct interview 15 minutes None Judith, MSWDO
for the inter- Jean, Agnes
view Conduct collateral & Sandra
interview/home Half day
visit if necessary
Volun-
tary
Frontline Service: Issuance of Social Case Study Reports and Certificate of Indigency
STEPS/PROCESS DURATION REQUIREMENT FEES PERSON RE- LOCA-
SPONSIBLE TION
CLIENT PROVIDER
1. Submit him- 1. Conducts one on 30 minutes Physician’s referral None Jean, Agnes, MSWDO
self/herself for one interview & re- For further medical Sandra
interview corded in the intake evaluation;
sheet Barangay certifica-
tion
2. conduct home visit
& gather collateral Jean, Agnes,
information if needed Sandra
Half day
3. Preparation of so-
cial case study report Within 1 hour
after data gath- None Jean, Agnes, MSWDO
ering (for hospi- Sandra
tals & PCSO use)
Delinquent Taxpayers
Dependent
on the As-
sessed
Value of
the prop-
1. Proceed to Asses- 1. Research erty and
sors Office to re- last record the number
quest copy of of payment of years of Cecilia Fellone,
RPTOP on RPTAR 5 mins delinquency Admin. Aide I MTO
Danilo Lelis-RCCI;
Ariel Estera-RCC-I;
Leah Espineda, RCC-II,
2. Compu- Frederico Demonte-
tation of verde- RCC-II,
2.Give payment tax due 10 mins Pura santos. RCC-I MTO
Danilo Lelis-RCCI;
Ariel Estera-RCC-I;
Leah Espineda, RCC-II,
3. Issuance Frederico Demonte-
3. End of transac- of official verde- RCC-II,
tion receipt 3 mins Pura santos. RCC-I MTO
Danilo Lelis-RCCI;
Ariel Estera-RCC-I;
Leah Espineda, RCC-II,
4. Collec- Frederico Demonte-
tion of pay- verde- RCC-II,
ment 1 min Pura santos. RCC-I MTO
5. End of
transaction
FRONTLINE SERVICE Payment of business tax, fees and charges
STEPS/PROCESS Lo-
Dura- Require- Person Responsi- catio
Client Provider tion ment Fees ble n
New Business
1. Secure and
fill up applica-
tion form from
MO
1. Assess Tax Brgy. Business Danilo Lelis-RCCI;
due Clear- Tax: 1/20 of Ariel Estera-RCC-I;
ance, 1% of capi- Leah Espineda,
CTC,Healt tal; Mayor's RCC-II, Frederico
h Card, Permit Fee: Demonteverde-
Fire Depends on RCC-II,
Clearance the kind of Pura santos. RCC-I
Business
2. Issue Offi-
cial Receipt
2. Give Pay- 3. Collect Pay-
ment ment
3. End of trans- 4. End of
action transactrion
Renewal
1. Present all 1. Research Brgy. Business Myrna Erpe, MTO
documents as Records for Clear- Tax: De- Admin Aide
provided under any tax delin- ance, pendent on
the Revised quency CTC,Healt the gross
Revenue Code h Card, sale for the
of 2005 Fire precceding
Clearance year and the
nature of
business
2. Assess tax Danilo Lelis-RCCI;
due Ariel Estera-RCC-I;
Leah Espineda,
RCC-II, Frederico
Demonteverde-
RCC-II,
Pura santos. RCC-I
2. Give Pay- 3. Collect Pay-
ment ment
3. End of trans- 4. End of
action transaction
FRONTLINE SERVICE: Payment of Community Tax Certificate
Frontline Service: Issuance of Mayor’s Permit for benefit dance, caroling, hanging of streamers,
parade/motorcade, promo sales, cockfights/derby, bet takers
Steps/Process Dura- Require- Person Respon- Loca-
Fee
Client Provider tion ment sible tion
Submit/ Approve the re- 2 mins Letter re- Deogracias B. Mayor’s
present re- quest quest Ramos, Jr. Office
quest letter Municipal Mayor
for approval Jesus Fulay
Mun. Adminis-
trator
Payment to Refer
MTO to
Reve-
nue
Code
Prepare the
Mayor’s Per- 5 mins Linda Es-
mit for signa- cueta
ture of the
Mun. Mayor
Submit appl Receive / 2 min. Letter of Ap- NONE Sec. to the SB/ OSB
Letter for Record plications for Staff SB Secre-
MTOP MTOP, Res. tariat Margarita
Certificate, L. Roque
Barangay
Clearance,
Certificate of
Registration
from LTO,
Official Re-
ceipt
Frontline Service : Application for Motorized Tricycle Operator’s Permit (MTOP) Dropping or
Suspension
Pay MTOP
Dropping fee P 30.00 MTO
receipt of
payment for
dropping
Fees:
Please refer to the Revised Building Code or 2005 Revenue Code of the Municipality of Gubat
Requirement(s):
4 copies Lot Plan with Certification of a Geodetic Engineer that the proposed building will not encroach on ad-
joining properties
4 copies Site Development Plan indicating the setback/yard distances at the front, sides and back with Per-
spective
4 sets Building Plans (Architectural, Structural, Sanitary/Plumbing, Electrical, Mechanical
3 copies Bill of Materials and Cost Estimates
3 copies Specifications
3 copies Title of Property (Transfer Certificate of Title)
3 copies Deed of Sale/Lease Contract/Contract to Sell, if the TCT is not in the name of the owner/applicant
4 copies Latest Tax Declaration and Certificate of Real Property Tax Payment
1 piece Construction Logbook
Application forms (building, sanitary/plumbing, electrical, mechanical)
2 copies Structural Design Computations with seismic analysis which conform to the latest NSCP – for 2 storeys
and above or 1 storey with attic/mezzanine/roof deck/penthouse
2 copies previous approved plan or permit in case of addition, alteration and renovation
2 copies certification regarding structural stability of existing foundation in case of addition
2 copies Plate Load Test Analysis – for 3 storeys or 2 storeys with attic/mezzanine/roof deck/penthouse
2 copies Soil Boring Test Result – for 4 storeys and above or 3 storeys and above with attic/mezzanine/roof
deck/penthouse
2 copies Clearances from other government agencies exercising regulatory functions such as:
Housing and land Use Regulatory Board – for zoning and land use of all types of building/structure
Bureau of Fire Protection – for all types of building/structure
Environment and Natural Resources Office/Department of Environment and Natural Resources – for all com-
mercial and industrial buildings
Department of Labor and Employment – for industrial buildings
Department of Health – for health hazards related building/structure
Air Transportation Office – for building/structure exceeding 45.0 meters in height
Philippine Tourism Authority – for tourist oriented project
Department of Education – for educational buildings
Energy Regulatory Board – for gas stations
NOTES:
The number of copies indicated above already includes the requirement for securing a Zoning Clearance from
the designated Zoning Officer and a Fire Clearance (Bureau of fire Protection)
For commercial and industrial buildings, provide 1 set of electrical and mechanical plan, specifications and
bill of materials and cost estimates for submission to the Department of Labor and Employment.
If all the clearances have been secured, the rest of the other documents indicated above are required to be
submitted to the office of the building official:
4 sets Building Plans
3 copies Specifications
3 copies Bill of Materials and cost estimates
3 copies Lot Documents
To facilitate processing, please take note of the following before submitting the plans and other requirements
to the CEO:
Requirements of the National Building Code
Requirements of the Referral Codes (Architectural Code, Philippine Electrical Code [PEC], Revised Plumb-
ing Code, Structural Code [NSCP], Mechanical Engineering Code [PSME])
Laws and ordinances affecting the design/project
Compliance with BP 344 (Accessibility Law) shall be indicated in detail on plans for commercial, institu-
tional and public buildings
If setback/yard requirements are not met on the sides and at the back/rear then a Firewall (strictly no
opening) extending up to at least 1 meter from the roof level shall be provided. It shall be indicated on
the site development plan with owner’s conformity.
Grease Traps/Oil Separator shall be provided for hotels, restaurants, eateries, terminals, gasoline stations,
auto repair shops, bakeries and other similar establishments.
All revisions/additions in the plan shall have an acknowledgment of the designer.
Special Power of Attorney shall be provided if the owner is not the signatory in all application forms, plans
and documents.
All application forms and letters must be properly filled-up with all the necessary information available.
Forms and letters, Plans, Specifications, Bill of Materials and Cost Estimates and other pertinent documents
must be signed and sealed by the designer and signed by the owner.
Civil engineer evaluates and assesses the Line and 60 minutes Engr. Ramuel Babasa
Grade, Structural Plans and related documents,
Architects evaluate architectural plans and related 60 minutes Engr. Ramuel Babasa
documents,
The sanitary/master plumber evaluates and as-
sesses the plumbing/sanitary plans and related 60 minutes Engr. Ramuel Babasa
documents,
Technical staff evaluates and assesses the mechani- 60 minutes Engr. Ramuel Babasa
cal plans and related documents,
Technical staff evaluates and assesses the electri- 60 minutes Manolo P. Ereve
cal plans and related documents.
Electrical Permit
This document is required before putting up new or additional, or alteration of electrical installations involving
at least 20 outlets or a capacity of 4 Kw. For new buildings, this forms part of the requirements for a Building
Permit Application.
Requirements:
1. Electrical Permit Application Form signed by a professional Electrical Engineer.
2. Electrical Plans
3. Electrical Specifications
Bill of Materials and Cost Estimates
Mechanical Permit
This is required before the installation of new or additional, removal or alteration of machinery of at least 20
HP. For new buildings, this forms part of the requirements for Building Permit application.
Requirements:
1. Mechanical Permit Application Form signed by a professional Mechanical Engineer.
2. Mechanical Plans
3. Mechanical Specifications
Bill of Materials and Cost Estimates
Sanitary/Plumbing Permit
This document is required before the construction of new or additional, or alteration of existing plumbing in-
stallations, water supply, storm drainage, water purification and sewerage treatment plants. For new build-
ings, this forms part of the requirements for a Building Permit application.
Requirements:
1. Sanitary/Plumbing Permit Application Form signed by a Sanitary or Master Plumber
2. Sanitary/Plumbing Plans
3. Sanitary/Plumbing Specifications
Bill of Materials and Cost Estimates
Fencing Permit
This is secured prior to actual construction of a fence.
Requirements:
1. Fencing Permit Application Form
2. Fencing Plan
3. Bill of Materials and Cost Estimates
4. Lot Plan with Certification of a Geodetic Engineer that the proposed fence will not encroach on adjoining
properties
5. Transfer Certificate of Title
6. Deed of Sale/Lease Contract/Contract to Sell (if the TCT is not in the name of the owner/applicant)
7. Updated Real Property Tax Declaration
Certificate of Real Property Tax Payment
Demolition Permit
This Permit is secured prior to the systematic dismantling or destruction of a building or structure in whole or
in part.
Requirements:
1. Demolition Permit Form
2. Sketch plan of area to be demolished
Certificate of Real Property Tax Payment
Requirements:
1. Permit Form (DPWH Form No. 96-005-E)
2. Building Permit (for new construction)
3. Electrical Plan/Layout
Fire Safety Inspection Certificate (FSIC)
Requirements:
1. Accomplished Permit Form (MPW Form No. 77-014-B)
For GWD connection purposes, present accomplished GWD application form
Requirements:
1. Accomplished Permit Form (MPW Form No. 77-015-B)
Sketch plan of sidewalk to be constructed/repaired.
Scaffolding Permit
This permit is secured whenever the erection of scaffolding occupies street lines.
Requirements:
1. Accomplished Permit Form (MPW Form No. 77-017-B)
Sketch plan of street line to be occupied
Sign Permit
This permit is secured prior to the installation, erection, attachment, painting of any form of signages.
Requirements:
1. Sign Permit Form
2. Building Permit Form whenever there is a concrete/steel structure.
3. Structural Analysis
4. Zoning Clearance
5. Permit Form (DPWH Form No. 96-001-E) whenever there is an electrical connection
6. Fire Clearance whenever there is an electrical connection
7. Sketch plan of signage/s to be installed/erected.
8. Location/vicinity plan
9. Lot documents whenever it occupies a private lot
10. DPWH clearance (for national roads/highways)
How to Avail of the Service
Requirement(s)
Certificate of Completion from the Building Official
Certificate of Completion – Mechanical, Electrical and Sanitary/Plumbing Permits
Logbook of building construction and Building Inspection Sheet duly accomplished by the contractor (if
undertaken by contract) and signed and sealed by the architect or civil engineer.
Certificate of Final Electrical Inspection
Final Fire Safety Inspection Report by the Bureau of Fire Protection
WHEREAS, there is an urgent need to establish system that will eliminate bureaucratic red tape, avert graft and
corrupt practices and improve the efficiency of government frontline services;
WHEREAS, in response to the urgent need to eliminate red tape and improve frontline service delivery, the Thir-
teenth Congress enacted on June 2, 2007 Republic Act No. 9485, otherwise known as the Anti-Red Tape Act of
2007;
WHEREAS, RA No. 9485 aims to promote transparency in government with regard to the manner of transacting
with the public by requiring each agency to simplify frontline service standards to observe in every transaction
and make known these standards to the client;
WHEREAS, Section 16 of the same law mandates the Civil Service Commission, in coordination with the Develop-
ment Academy of the Philippines (DAP), the Office of the Ombudsman (OMB) and the Presidential Anti-Graft Com-
mission (PAGC), to promulgate the necessary rules and regulations to implement said Act;
WHEREAS, the CSC together with the DAP, OMB and PAGC, conducted a series of consultative meetings with vari-
ous stakeholders to gather comments and recommendations as well as to discuss possible issues in the implemen-
tation of the “Anti-Red Tape Act of 2007;”
NOW THEREFORE, the Commission RESOLVES to adopt the implementing rules and regulations of RA No. 9485, as
follows:
RULE I. COVERAGE
SECTION 1. These Rules shall apply to all government offices and agencies including local government units and
government-owned or controlled corporations with or without original charter that provide frontline services as
defined in the Act, however, their respective frontline services are deemed included.
SECTION 1. These Rules shall be interpreted in the light of the Declaration of Policy found in Section 2 of the Act:
“It is hereby declared the policy of the State to promote integrity, accountability, proper management of public
affairs and public property as well as to establish effective practices aimed at the prevention of graft and corrup-
tion in government. Towards this end, the State shall maintain honesty and responsibility among its public offi-
cials and employees, and shall take appropriate measures to promote transparency in each office or agency with
regard to the manner of transacting with the public, which shall encompass a program for the adoption of simpli-
fied procedures that will reduce red tape and expedite transactions in government.’
SECTION 2. Definition of Terms. For purposes of these Rules, the following terms shall mean:
(a) ”Action” refers to the written approval or disapproval made by a government office or agency on the applica-
tion or request submitted by a client for processing.
(b) “Citizen’s Charter” refers to an official document, a service standard, or a pledge, that communicates, in sim-
ple terms, information on the services provided by the government to its citizens. It describes the step-by-step
procedure for availing a particular service, and the guaranteed performance level that may expect for that ser-
vice.
(c) “Citizen” with reference to the Citizen’s Charter refers to the clients whose interests and values are ad-
dressed by the Citizen’s Charter and, therefore, included not only the citizens of the Republic of the Philippines,
but also all the stakeholders, including but not limited to, users, beneficiaries, other government offices and
agencies, and the transacting public.
(d) “Complex Transactions” refers to requests or applications submitted by clients of a government office which
necessitate the use of discretion in the resolution of complicated issues by an officer or employee of said govern-
ment office, such transaction to be determined by the office concerned.
(e) “Fixer” refers to any individual whether or not officially involved in the operation of a government office or
agency who has access to people working therein and whether or not in collusion with them, facilitates speedy
completion of transactions for pecuniary gain or any other advantage or consideration.
(f) “Fixing” refers to the act that involves undue facilitation of transactions for pecuniary gain or any other ad-
vantage or consideration.
(g) “Frontline Service” refers to the process or transaction between clients and government offices or agencies
involving applications for any privilege, right, permit, reward. License, concession, or for any modification, re-
newal or extension of the enumerated applications and/or requests which are acted upon in the ordinary course
of business of the office or agency concerned.
(h) “Irrelevant requirements” refers to any document or performance of an act not directly material to the reso-
lution of the issues raised in the request or needed in the application submitted by the client.
(i) “Officer or Employee” refers to a person employed in a government office or agency required to perform spe-
cific duties and responsibilities related to the application or request submitted by a client for processing.
(j) “Published Materials” refers to printed, computer-generated, or photocopied materials, and procedural manu-
als/flowcharts, made available to the public or uploaded in the official government websites, containing the basic
information on accessing frontline services.
(k) “Report Card Survey” refers to an evaluation tool that provides a quantitative measure of actual public ser-
vice user perceptions on the quality, efficiency and adequacy of different frontline services, as well as a critical
evaluation of the office or agency and its personnel. It is an instrument that also solicits user feedback on the
performance of public services, for the purpose of exacting public accountability and, when necessary, proposing
change.
SECTION 1. Within one (1) year from effectivity of the Rules, each office or agency shall:
SECTION 2. The reengineering process shall include a review for the purposes of streamlining of the following:
There shall also be a review of the location of offices providing frontline services and directional signs to facili-
tate transactions.
SECTION 3. In the evaluation of official forms, government offices and agencies rendering fronline services shall
limit the number of signatories to a maximum of five (5) signatures of officers or employees directly supervising
the evaluation, approval or disapproval of the request, application, or transaction.
The head of government office or agency shall prescribe, through an appropriate order, the rules on the proper
authority to sign in the absence of the regular signatory, as follows:
If there is only one official next in rank, he/she shall automatically be the signatory;
If there are two or more officials next in rank, the appropriate office order shall prescribe the order of priority
among the officials next in rank within the same organizational unit; or
If there is no official next in rank present and available, the head of the department, office or agency shall desig-
nate an officer-in-charge from among those next lower in rank in the same organizational unit.
SECTION 2. The Citizen’s Charter shall be in form of Information billboards which should be posted at the main
entrance of the offices or at the most conspicuous place, and in the form of published materials written either in
English, Filipino, or in the local dialect.
SECTION 3. The head of office or agency shall constitute a task force to prepare a Citizen’s Charter pursuant to
the provisions of the Act and These Rules, taking into consideration the stakeholders, users and beneficiaries of
the frontline services, and shall conduct consultative formulation and refinement of the provisions of the Charter.
The participation of non-government organizations and other concerned group shall be encouraged. The head of
office or agency shall formally issue and release the Charter and shall monitor and periodically review its imple-
mentation. Offices and agencies with existing service standards shall evaluate these standards to ensure compli-
ance with the provisions of this Rule.
SECTION 4. The office or agency shall review the Citizen’s Charter whenever necessary, but not less than once
every two years.
SECTION 5. The assistance of the Civil Service Commission and the Development Academy of the Philippines may
be requested for the purposes of complying with Rules III and IV.
SECTION 6. The activities in Rules III and IV shall be monitored by the Civil Service Commission through its Re-
gional Offices and Field Offices for re-evaluation and benchmarking.
SECTION 1. The head of the office or agency shall be primarily responsible for the implementation of these Rules
and shall be held accountable to the public in rendering fast, efficient, convenient and reliable service. All trans-
actions and processes are deemed to have have been made with the permission or clearance from the highest au-
thority having jurisdiction over the government office or agency concerned. In case of failure to comply with
these Rules, appropriate charges may be filed against the Head of office or agency under existing law and rules,
before the appropriate forum.
All officers or employees shall accept written applications, requests, and/or documents being submit-
ted by clients of the office or agency.
The responsible officer or employee shall acknowledge receipt of such application and/or request by
writing or printing clearly thereon his/her name, the unit where he/she is connected with, and the
time and date of receipt.
The receiving officer or employee shall perform a preliminary assessment of the request so as to pro-
mote a more expeditious action on requests, and shall determine through a cursory evaluation the
sufficiency, of submitted requirements for a request or application, taking into consideration the
determined response time for the transaction.
All applications and/or requests in frontline services shall be acted upon within the period prescribed
under the Citizen’s Charter, which in no case shall be longer than five (5) working days in the case
of simple transactions and ten (10) working days in the case of complex transactions from the time
the request or application was received.
Depending on the nature of the frontline services requested or the mandate of the office or agency
under unusual circumstances, the maximum time prescribed above may be extended. For the ex-
tension due to the nature of frontline services, the period for the delivery of frontline services
shall be indicated in the Citizen’s Charter, which shall not be more than five(5) working days for
simple transactions and not more than ten (10) working days for complex transactions. The office
or agency concerned shall notify the requesting party in writing of the reason for the extension and
the final date of release of the frontline service/s required.
In case the applicant disagrees, he/she may resort to the grievance or complaint mechanisms pre-
scribed in the Citizen’s Charter.
No application or request shall be returned to the client without appropriate action. In case an appli-
cation or request is disapproved the officer or employee who rendered the decision shall send a
formal notice to client within five (5) working days from the receipt of the request and/or applica-
tion stating therein the reason for the disapproval including a list of specific requirement/s which
the client failed to submit.
Any denial of request for access to government service shall be fully explained in writing, stating
the name of the person making the denial and the grounds upon which such denial is based. Any
denial of request is deemed to have been made with the permission or clearance from the highest
authority having jurisdiction over the government office or agency concerned.
This Section shall also apply to government offices or agencies which allow computer-based access to
frontline services.
SECTION 3. Working Schedule. – Heads of offices and agencies which render frontline services shall adopt appro-
priate working schedules to ensure that all clients who are within their premises prior to the end of official work-
ing hours are attended to and served even during lunch break and after regular working hours. Offices and agen-
cies may consider providing services as early as seven (7) in the morning until as late as seven (7) in the evening
to adequately attend to clients. The frontline services must at all times be complemented with adequate staff by
adopting mechanisms such as rotation system among office personnel, sliding flexi-time, reliever system espe-
cially in peak times of the transaction, or providing skeletal personnel during lunch and snack time.
To ensure the uninterrupted delivery of frontline services, the heads of offices and agencies shall adopt
the appropriate mechanisms within six (6) months from the effectivity of these rules.
SECTION 4. Identification Card. _ All officers or employees transacting with the public shall be provided with an
official identification card which should be worn during office hours. The information on the identification card
should be easy to read, such that the officials and employees concerned can be identified by the clients. For cer-
tain agencies where identification card is not provided, the officers and employees must wear nameplates or
other means of identification.
SECTION 5. Public Assistance Desk. – Each office or agency shall establish a public assistance/complaint desk in all
their offices, where an officer or employee knowledgeable on frontline services shall at all times be available for
consultation and advice. The desk shall be attended even during breaktime.
The office or agency shall institute hotline numbers, short message service, information communication
technology, or other mechanisms by which the clients may adequately express their complaints, comments, or
suggestions. It may also institute one-stop shops or walk-in service counters. Special lanes may be established for
pregnant women, senior citizens, and persons with disabilities.
SECTION 6. Automatic Extension of Licences, Permits, and Authorities. – If a government office or agency fails to
act on an application and/or request for renewal within the prescribed period, said permit, license or authority
shall automatically be extended until a decision or resolution is rendered on the application for renewal. In this
instance, the applicant shall be informed prior to the expiration of the original period that more time is required
to evaluate the application or request.
No automatic extension or renewal shall apply to an expired permit, license, or authority. No automatic extension
or renewal shall also apply when the permit, license or authority covers activities which pose danger to public
health, public safety, public morals or to public policy including, but not limited to, natural resource extraction
activities.
SECTION 1. The Civil Service Commission, in coordination with the Development Academy of the Philippines, shall
conduct a survey to obtain feedback on existence and effectiveness of, as well as compliance with the Citizen’s
Charter, and how the office or agency is performing insofar as frontline services are concerned. The survey shall
also be used to obtain information and/or estimates of hidden costs incurred by clients to access frontline ser-
vices which may include, but is not limited to, bribes and payments to fixers. The Civil Service Commission may
tap other government agencies, educational institutions such as Association of Schools of Public Administration,
non-government organizations, or other concerned individuals or groups and may utilize existing government pro-
grams, and support systems.
The evaluation tool may be linked with the program of the Civil Service Commission to: (1) provide critical
evaluation of the office or agency, and its personnel; (2) check clients satisfaction, operational efficiency and ar-
eas vulnerable to corruption; (3) highlight best practices; (4) provide incentives for excellent service delivery;
and (5) give recommendations for improvement in problem areas and inefficiencies in frontline services.
The Civil Service Commission shall publicize the results in an annual report card survey and furnish the govern-
ment agency concerned the result of the survey assessment, evaluation and/or observations. Such assessment,
evaluation and/or observations shall also be incorporated in agency’s annual report and shall be considered in the
improvement, revision, modification, enhancement, or amendment of its Citizen’s Charter and/or frontline ser-
vices.
The Report Card Survey may include the following: (1) the service provider – personal disposition of the employee
providing the service sought of; (2) the quality service – how the service was provided to the client; and (3) the
physical working condition – how the physical setup/lay-out of the office affects the performance, efficiency, and
accessibility of the service provided.
SECTION 1. After compliance with the substantive and procedural due process, the following shall constitute vio-
lations of the Act and its Rules together with the corresponding penalties.
Light offense – (1) Refusal to accept application and/or request within the prescribed period or any
document being submitted by a client;
Failure to act on an application and/or request or failure to refer back to the client a request which
cannot be acted upon due to lack of requirement/s within the prescribed period;
Failure to attend to clients who are within the premises of the office or agency concerned prior to the
end of official working hours and during lunch break;
Failure to render frontline services within the prescribed period on an application and/or request with-
out due cause;
Failure to give client a written notice on the disapproval of an application or request; and
Imposition of additional irrelevant requirements other than those listed in the first notice under Rule VI,
Section 1 (6).
The term “prescribed period” shall refer to the period specified under the Citizen’s Charter, or in the absence
thereof, the period provided for under Rule VI, Section 1 (4) hereof.
First Offense – Thirty (30) days suspension without pay and mandatory attendance in Values Orientation
Program;
The Civil Service Commission and the Office of the Ombudsman shall promulgate a Values Orientation Program
which shall include anti-red tape and anti-fixing workshop suitable for this purpose.
Grave Offense – Fixing and/or collusion with fixers in consideration of economic and/or other gain or
advantage.
SECTION 2. The finding of administrative liability under the Act and its Rules shall not be a bar to the filing of
criminal, civil or other related charges under existing laws arising from the same act or omission as herein enu-
merated.
SECTION 3. Criminal Liability for Fixers. – Fixers shall suffer the penalty of imprisonment not exceeding six (6)
years or a fine of not less that Twenty thousand pesos (P20,000.00) but not more than Two hundred thousand pe-
sos (P200,000.00) or both fine and imprisonment at the discretion of the Court.
SECTION 4. Administrative Jurisdiction and Procedure. –The Civil Service Commission (CSC) and the Office of the
Ombudsman shall have administrative jurisdiction over non-presidential appointees, while the Office of the Om-
budsman and the Presidential Anti-Graft Commission (PAGC) shall have administrative jurisdiction over presiden-
tial appointees. Their respective procedures as determined by appropriate laws, rules and issuances shall be ob-
served regarding any violation of the provisions of these Rules.
SECTION 1. Any public official or employee or any person having been charged with another under the Act and
who voluntarily gives information pertaining to an investigation or who willingly testifies therefore, shall be ex-
empt from prosecution in tha case/s wher his/her information and testimony are given.
SECTION 2. The discharge of co-respondent/accused to be a witness may be granted and directed by the investi-
gating body or court upon the application or petition of any of the respondent/accused-informant and before the
termination of the investigation: Provided, That:
There is absolute necessity for the testimony of the respondent/accused-informant whose discharge is
requested;
There is no other direct evidence available for the proper prosecution of the offense committed, except
the testimony of said respondent/accused-informant;
The testimony of said respondent/accused-informant has not been previously convicted of a crime in-
volving moral turpitude; and
Said respondent/accused-informant does not appear to be the most guilty.
Evidence adduced in support of the discharge shall automatically form a part of the records of the investigation.
Should the investigating body or court deny the motion or request for discharge as witness, his/her sworn state-
ment shall be inadmissible as evidence.
SECTION 3. If the respondent-informant granted immunity fails or refuses to testify or to continue to testify, or
testifies falsely or evasively, or violates any condition accompanying such immunity without just cause, as deter-
mined by the office or agency concerned, his/her immunity shall be cancelled and he/she shall be prosecuted
criminally and/or administratively.
SECTION 1. The activities embodied in these Rules shall be charged to the office or agency’s regular budget.
SECTION 2. An oversight committee composed of the Civil Service Commission, as head, and the Office of the Om-
budsman, the Presidential Anti-Graft omission and the Development Academy of the Philippines, as members,
shall ensure the immediate, swift and effective implementation of the Act and its Rules.
SECTION 4. If any provision of these Rules shall be declared invalid or unconstitutional, such declaration shall not
affect the validity of the remaining provisions.
SECTION 5. These Rules shall take effect fifteen (15) days following its publication in a newspaper of general cir-
culation.
Quezon City,
(VACANT)
Chairman
(SGD.) (SGD.)
CESAR D. BUENAFLOR MARY ANN Z. FERNANDEZ-MENDOZA
Acting Chair Commissioner
Attested by:
(SGD.)
DOLORES B. BONIFACIO
Director IV
Commission Secretariat and Liaison Office
Directory
Office of the Municipal Mayor
Mayor Deogracias B. Ramos, Jr. | Municipal Mayor
Contact No. (056) 311-7962 | (056) 311-1061
Email: [mayorsoffice_gubat@yahoo.com, mayorsoffice_gubat@digitelone.com]
COMPLAINT FORM
Complaint Information:
Description of Complaint
Describe your complaint in details and in chronological order (by date).
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______________________________
Complainant’s Signature
IN WITNESS WHEREOF, I have hereunto set my hand and affixed my signature this _____ day of
____________, 2009 at Gubat, Sorsogon, Philippines.
________________________
Affiant
SUBSCRIBED AND SWORN to before me this ______ day of ____________, 2009 at Gubat, Sorsogon, Philip-
pines.
_______________________
Administering Officer
Republic of the Philippines
PROVINCE OF SORSOGON
Municipality of Gubat
COMMENDATION FORM
Client/Commendation Information
Commendation Information:
______________________________
Client’s Signature
CUSTOMER FEEDBACK FORM
Thank you for visiting the Municipal Hall and availing of our services. Because we want to serve you better,
please answer the question relevant to your visit:
1. Name
2. Address
3. Office Visited
4. Service Availed
OUR FRONTLINERS
10. Is the employee-in-charge available?
11. Is the employee-in-charge knowledgeable?
12. Is the employee-in-charge accommodating?
13. Were you received properly?
14. Were your needs attended to promptly?
15. Were you made to wait long?
REQUIREMENTS
16. Were you made aware of the requirements?
17. Was there so many additional requirements?
18. Were you given proper information on how to get requirements?
19. Were you made aware of the fees you will pay?
OUR OFFICERS
20. Were the authorized official/s available?
21. Did it take him/her long to sign the document?
22. Nagpa-importante ba?
OUR INFORMATION
23. Is the document needed available?
24. Is the document well-organized?
25. Is the data complete?
26. Is the data relevant to your request?
27. Are the instructions clear, brief and concise?
COMMENTS/SUGGESTIONS
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