PowerPoint Presentation

1. An official document, a service standard, or a pledge, that communicates information on the services provided by the concerned government agency to the public. All government agencies shall set up their respective most current and updated service standards to be known as the Citizen's Charter. Form : information billboards. Location of posting : main entrance of offices or at the most conspicuous place. And in their respective websites..

2. Dual purpose of the Citizen’s Charter: 1 ) Basis for establishing accountability. 2 ) Recognizing good performance to grant rewards and incentives. The head of the agency shall ensure that an updated Citizen’s Charter is posted not later than March 31st of each year, shall monitor and periodically review the Citizen’s Charter..

HERE ARE THE INFORMATION GUIDE ON HOW TO FILL UP THE TEMPLATE..

It shall contain all the pertinent information needed by the citizens to avail a specific government service and comprised of multiple service tables - one Service Specification Table shall be used per government service . all fields should be filled out with honest, accurate, and complete information, showing the end-to-end process in completing the government service..

It shall contain the name of the government service, a brief description of the service, the name of the service office and/or division in-charge of the government service, the classification of the government service, and the type of transaction It will give the citizens ample information on the nature and intricacy of the requested government service..

• Government services are different from the functions of the government agencies • All government services should be included in the Citizen’s Charter •The brief description of the government service shall tell the citizens the purpose of the service as well as other pertinent information about the service.

Simple Transactions – the applications or requests submitted by applicants or requesting parties of a government office or agency which only require ministerial actions on the part of the public officer or employee, or that which present only inconsequential issues for the resolution by an officer or employee of said government office. Complex Transactions - requests or applications submitted by applicants or requesting parties of a government office which necessitate evaluation in the resolution of complicated issues by an officer or employee of said government office, such transactions to be determined by the office concerned. Highly Technical Applications - an application which requires the use of technical knowledge, specialized skills and/or training in the processing and/or evaluation thereof..

[Audio] * One government service may fall under more than one ( 1) type of transaction.

EXANTLE: 1. Mayor's Clearance, Job Recommendations and Certifications The Mayor's Office Clearance is issued to individuals needing this document that states that he/she has no pending case filed with the Office of the Mayor. Certifications are issued to affirm the validity of information. Job recommendations are issued for job seekers. Office.Division: Classification: Office of the Ma or Simple T e of Transaction: G2G — Government to Government 2. Processing of Scholarship Application The Agency recognizes the right of each child to education thus the Scholarship Program. In the month of April, scholarship applications are accepted and processed. The qualifying examination and interview by the scholarship board are held on May. Qualifiers are given certificates of scholarship for enrolment. OfficeDivision: Classification: T e of Transaction: Re istrar's Office Complex G2C — Government to Citizen.

[Audio] In turn, this helps government agencies easily facilitate all the transactions, refraining from turning down citizens due to incomplete and erroneous requirements..

[Audio] Reminders/ Pointers: For services where any citizen is eligible, write " All." For services that are aimed for a specific group or type of people, list them down one-by-one.

• Any requirement not written in the comprehensive and uniform Checklist of Requirements will not allow the government agency to ask for it . The same also applies to the quantity of the requirements ..

• Any additional requirement not listed in this section shall be grounds for investigation upon receipt of complaint . Any violator shall receive sanctions, if proven guilty..

•For government services that require different requirements depending on the type of case (e.g. citizen-specific, situation-specific, or condition-specific), sort the requirements under the type of case it falls into . This is to ensure that all requirements, regardless of the case, shall be listed in the Citizen’s Charter..

•Conditional/situational requirements should be listed, including when they shall be applicable.

• Be specific as possible in stating where each requirement can be secured. Point out the specific government office, division, and desk , if possible • For requirements needing one (1) copy, please indicate the number one (1) after the requirement as well as specify if it is an original copy or a photocopy • For services that do not need requirements, write “None” • Do not leave anything blank , except for the spaces between the groups of requirements.

Document 1 ofcopies needed per type ofcopy) Document 2 ofcopies needed per type ofcopy) Document 3 ofcopies needed per type ofcopy) OR Type of Case Document 1 ofcopies needed per type ofcopy) Document 2 ofcopies needed per type ofcopy) Document 3 ofcopies needed per type ofcopy) Type of Citizen/Situation/Condition Document 1 ofcopies needed per type ofcopy) Document 2 ofcopies needed per type ofcopy) Document 3 ofcopies needed per type ofcopy) Agency,'l'lother Office — Specific OfficeJDivisionDesk AgencyMother Office — Specific Office/Division/Desk Agency,A'10ther Office — Specific Office/Divisiow'Desk AgencyA10ther Office — Specific OfficeDivisionDesk Agency,NIother Office — Specific Office/Division/Desk Office — Specific Office/Division/Desk Agency&lother Office — Specific Office/Division/Desk AgencyMother Office — Specific OfficeJDivtsion/Desk AgencyA10ther Office — Specific Office/Divtsion/Desk.

B arangay Clearance (I original. photocopy) Seedlings (10 grana s) Police Clearance (1 photocopy) Order Of Paytnent (I original) O fficial Receipt (I photocopy) Principal 2 Governrnent Issued Identification C ard Fortn 1.1 Re res entative Special Pov.rer Of Attorney Governnxent Issued Identification Card Of the person being represented (1 Original and 1 Photoco Governrnent Issued Identification Card of the Representative Soil S arm Ie 100 raxns Barangay Hall — W' indoxv 1 Farnu of the Applicant Local Police Station — 1 Office of the NIayor — Cashier S ectionJD ivision-/D esk City Treasury Office — Accounting S ection Post Office, DFA- PSA. SSS- GSIS, Pag-IBIG Records Office — 18 Person being Represented Post Office, DFA- PSA- SSS- GSTS- Post Office, DFA- PSA. SSS- GSIS, Land Area Of the A licant.

It shall contain the step-by-step instructions in availing the requested government service. Concise and direct-to- the-point information on what the citizens should do to complete the government service. The exact location and name of the service office or government agency (for inter-agency services) where the task/s could be completed, as well as the specific instruction/s on how to perform each step shall also be specified. This will help the citizens access the government service without experiencing conflicts, safeguarding them from additional steps in the process ..

• Number each Client Step – should be in parallel with the Agency Actions numbers • This field serves as a deterrence to corrupt practices and red tape by clearly laying down the whole process that the citizens must go through. Any additional step demanded from the citizen that is not listed in the Citizen’s Charter is not allowed • any additional steps not listed in the Citizen’s Charter shall be grounds for investigation upon receipt of complaint. Any violator shall be sanctioned , if proven guilty.

[Audio] The client steps and the locations where to perform the task should be properly stated. Write the instructions as brief and informative as possible..

EXAMPLE:I Client Steps 1- Sign in the Client Log Book in the office lobby 2- Submit the required documents to Counter 1 for initial assessment and verification *Make sure to secure the Order of Payment that will be issued 3. Pay the required fees at the City Treasury Office by showing the Order of Payment. *Make sure to secure Official Receipt that will be issued upon payment 4. Return to the Mayor's Office for the processing and release of Clearance or Certification.

C omplements the Client Steps column by identifying the parallel actions of the government agency in each client step in the process. It shall serve as the standard operating procedure (SOP) of the office or division. This shall serve as a guide for the citizen on what the government agencies do during the entire process. For Agency Actions that are more than 1, use the numbering scheme: 1.1, 1.2, 1.3, 2.1, 2.2, 2.3, etc..

• The assigned government employee or designated officer shall not deviate from the specified actions stated in the Citizen’s Charter . • Any action done by the assigned government employee or designated officer that are not in the Citizen’s Charter shall be grounds for investigation upon receipt of complaint. Any violator shall be sanctioned , if proven guilty. • There can be multiple government agency actions per client step to show the internal processes and/or inspections conducted by the assigned government employee/s or designated officer/s – number them accordingly..

EWPLE: Agency Actions 1. Give the Log Book to the client 2. Receive the required documents and check for completenessl 2.1 Issue the Order of Payment if all required documents were given 2.3 Start processmg the request.

This should show the breakdown of the corresponding fees to be paid per client step. To avoid make-up fees and corrupt practices such as for “pampdulas”. Manner of Writing: standard fees: Type of currency (acronym in all capitals)amount For fees that varies due to an equation, write the equation. If no fees required, write “None”.

• Any additional fees demanded from the citizen that are not listed in the Charter is not allowed. This shall serve as grounds for investigation upon receipt of complaint. Any violator shall be sanctioned, if proven guilty. • Ranging of fees is not allowed DO NOT LEAVE anything blank..

This must specify the required time to process each step. This SHALL set the expectation of the citizens as to how long the transaction will take. This is where TIME AND MOTION study is relevant and the reengineering of processes For services that have varying processing time depending on the type of case (citizen-specific, situation-specific, or condition-specific) create a separate table for each type of case to indicate the difference in the processing time.

• Use ONLY days, hours, and minutes in specifying processing time PER STEP • Take note of the following time conversions (except for hospitals or government agencies with 24-hour operation) eg. 1 month= 22 days, 8 hours= 1 day, 60 min= 1 hour, 60 sec= 1 min. Ranging is NOT allowed.

Table shall contain basic information on the government employee or OIC for EACH client step. Should provide the designation and the office of the said personnel. This serves as the measure of ensuring accountability from the government agency. It empowers and encourages the citizens to hold government employees or designated officer accountable if standards are not met..

• The HEAD OF THE Government Agency SHALL ensure that there shall be a duly designated person responsible per step as may be warranted.

SHALL contain the sum of all fees needed to be paid by the citizen to proceed with the processing of a government service. It shall also provide citizens protection against possible made-up and additional fees.

• Be specific as possible when indicating the amount to be paid by the citizen. • For other currencies/denominations, please follow the prescribed order of writing • For government office without fee, write “None” • RANGING STILL NOT ALLOWED • DO NOT leave anything blank.

SHALL set the standard length of time to accomplish the requested service. This WILL further curb corruption and red tape by ensuring that a standard processing time should always be followed. Therefore, ANY ATTEMPT to intentionally delay the service will be easily noticed..

• Should be within the timeframe set by the law for the different classifications of government services and transactions • Simple transactions should not take more than 3 days to process, Complex 7, Highly technical 20 days, different types of citizens may take different steps to complete the same transactions • For services under multi-stage processing, total processing time may exceed.

• For government services covered by special laws, the 3-7-20 rule may not apply • The waiting time in processing or completing the requested government service shall be included in the Total Processing time • The indicated total processing time shall cover the end-to-end process of the serivice.