ARTA Citizen - S Charter Presentation

Guidelines on the Implementation of the
Citizen’s Charter
An official document, a service standard,
or a pledge, that communicates, in simple
terms, information on the services provided by
the government to its citizens pursuant to
Section 6 of Republic Act 11032.
(Rule I, Section 4 (q) of the IRR of RA 11032)
A
R T
A
MEMORANDUM
CIRCULAR
A
R
COVERAGE
Shall apply to all government offices and agencies that

provide services covering business-related and nonbusiness
transactions as defined in these Rules. (Section 1, Rule II of
the IRR of R.A. 11032)
FORM AND CONTENT
OF THE CITIZEN’S CHARTER
3 FORMS OF POSTING THE CITIZEN’S
CHARTER
INFORMATION WEBSITE
HANDBOOK ENTRY
BILLBOARD
CITIZEN’S CHARTER
INFORMATION BILLBOARD At least contain the following
information:
WEBSITE
ENTRY
• External services
• Requirements
• Processing fee, if any
• No prescribed template and • Processing time
manner of writing • Name of the person
• May only contain the priority
services of each office responsible per step
• Posted at the main entrance or • Procedure for filing of
at the most conspicuous place complaints
within the office premises
CITIZEN’S CHARTER Contain the following information:
HANDBOOK AND WEBSITE i. Agency Profile (Mandate, Vision, Mission,
Service Pledge)
ii. List of all government services offered by
the agency,
iii. Service Specifications
• Service Name and Description
• Classification of Service (Simple,
Complex, Highly Technical)
• Placed at the windows/counters of each frontline
office • Type of Transaction (G2C, G2B,
• May follow the suggested template provided in G2G)
Reference B • Who may Avail
• Follow the prescribed manner of writing in
Reference B • Checklist of Requirements
• Contain all of the government services of the • Steps and Procedures
agency • Fees to be Paid
• The softcopy of the Citizen’s Charter –
Handbook shall be uploaded in the official • Processing Time
website of the Agency • Person Responsible per Step
ZOOMING IN ON
REFERENCE B
SUGGESTED TEMPLATE & FORMAT
PRESCRIBED MANNER OF WRITING
AGENCY PROFILE
FORM AND CONTENT AGENCY PROFILE FORM AND CONTENT AGENCY PROFILE FORM AND CONTENT AGENCY PROFILE
Mandate Mission
• Brief statement about the • Focus on how the
legal basis, main government will attain its
functions, directives, and vision in the future and
purposes focuses on what is currently
being done to achieve the
vision
Vision Service Pledge

• Indicate the long-term • Declaration of guaranteed
directions and/or goals of commitment to specific
the government agency service standards of
performance and behavior
EXAMPLE
REMINDERS/POINTERS
• Enables agencies to re-introduce themselves to the citizens
• Use this opportunity to give the citizens assurance and

commitment in providing efficient and honest services
• Entries should be concise, informative, and complete
• Refer to the legal mandate and goals of the agency
• From this page onwards, the official logo of the agency shall be
placed at the top rightmost corner of every page
COMPLETE
LIST OF
SERVICES
FORM AND CONTENT COMPLETE LIST OF SERVICESFORM AND CONTENT COMPLETE LIST OF SERVICES FORM AND CONTENT COMPLETE
Serve as the table of contents of the Citizen’s

01 Charter
Contain the complete list of all government services in

02 the Citizen’s Charter
All service offices and/or departments shall be listed

03 hierarchically and shall be further categorized into SERVICE
CATEGORIES: Internal or External
In each service category, all government services

04 shall be listed in alphabetical order
FORM AND CONTENT COMPLETE LIST OF SERVICESFORM AND CONTENT COMPLETE LIST OF SERVICES FORM AND CONTENT COMPLETE
SERVICE HEADER
FORM AND CONTENT SERVICE HEADER FORM AND CONTENT SERVICE HEADER FORM AND CONTENT SERVICE HEADER
Shall contain the complete name of the service

office and the service category of the
succeeding service specifications.
This is to properly subdivide the indicated list of

government services in the Citizen’s Charter
Handbook.
EXAMPLE
CENTRAL OFFICE OFFICE OF THE MAYOR HUMAN RESOURCE DIVISION
External Services External Services Internal Services
5 20 27
SERVICE
SPECIFICATIONS
SERVICE SPECIFICATION SERVICE INFORMATION SERVICE SPECIFICATION SERVICE INFORMATION SERVICE SPECIFICATION SERVICE INF
# Service Name
Description of the Service
Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME
TOTAL:
SERVICE SERVICE NAME

NAME/DESCRIPTION - Official Name of the Service
- Shall be numbered
SERVICE DESCRIPTION
- Tells the clients the purpose of the
service as well as other pertinent
information about the service
OFFICE OR DIVISION
OFFICE OR DIVISION
- Tells the clients which office

or division offers the service
CLASSIFICATION CLASSIFICATION
• 3 classifications of services:
• Simple
• Complex
• Highly Technical
• Make sure to classify each transaction

properly as this will signal the clients
on both the intricacy and the length of
the process
TYPE OF TRANSACTION
- There are 3 types of transactions:
- G2C – for services whose client is
TYPE OF TRANSACTION the transacting public
- G2B – for services whose client is a
business entity
- G2G – for services whose client is
another government agency,
government employee or official
- One government service may fall under
more than one (1) type of transaction
EXAMPLES
SERVICE SPECIFICATION WHO MAY AVAIL SERVICE SPECIFICATION WHO MAY AVAIL SERVICE SPECIFICATION WHO MAY AVAIL
WHO MAY AVAIL

# Service Name
Office/Division:
Classification:
Who may avail:
MANNER OF WRITING:
CLIENT STEPS For services where
∙ ACTION
AGENCY any
FEES TO BE citizen is eligible,
PROCESSING
PERSON “All.”
write RESPONSIBLE
PAID TIME
∙ For services that are aimed for a specific group or type of
people, list them down one-by-one
TOTAL:
EXAMPLE
Who may avail: All
Overseas Filipino Workers and Migrants, Remittance Beneficiaries of legal age, able to read and write,
Who may avail:
and not suffering from any legal disability
Person with Disability, Solo Parent, Senior Citizens, Indigent Residents, Unemployed people and sick
Who may avail:
people who are undergoing long term medication
Who may avail: Students and out-of-school youth from ages 15-30 years old
Who may avail: All who is 18 years and above
SERVICE SPECIFICATION CHECKLIST OF REQUIREMENTS SERVICE SPECIFICATION CHECKLIST OF REQUIREMENTS SERVICE SPECIFICAT
CHECKLIST OF
# Service Name
REQUIREMENTS
Office/Division:
Classification:
Who may avail:
PAID TIME
TOTAL:
COMMON REQUIREMENTS FOR ALL SITUATIONAL REQUIREMENTS

(MANNER OF WRITING) (MANNER OF WRITING)
Document 1 (# of copies needed Agency/Mother Office – Specific Type of Case

per type of copy) Office/Division/Desk Document 1 (# of copies needed Agency/Mother Office – Specific
Document 2 (# of copies needed Agency/Mother Office – Specific per type of copy) Office/Division/Desk
per type of copy) Office/Division/Desk Document 2 (# of copies needed Agency/Mother Office – Specific
Document 3 (# of copies needed Agency/Mother Office – Specific per type of copy) Office/Division/Desk
per type of copy) Office/Division/Desk Type of Case
Document 4 (# of copies needed Agency/Mother Office – Specific Document 3 (# of copies needed Agency/Mother Office – Specific
per type of copy) Office/Division/Desk per type of copy) Office/Division/Desk
REMINDERS/POINTERS
• ALL requirements should be completely listed in the Complete Checklist of
Requirements
• Any requirement not written in the checklist will be invalid and will be considered
as additional requirements
• 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 photocopy
• For services that do not need requirements, write “None”
• Do not leave anything blank
EXAMPLE
(1 photocopy)
(1 photocopy)
(1 photocopy)
(1 photocopy)
SERVICE SPECIFICATION CLIENT & AGENCY STEPS SERVICE SPECIFICATION CLIENT & AGENCY STEPS SERVICE SPECIFICATION CLIENT
CLIENT STEPS
# Service Name
AGENCY ACTIONS
Office/Division:
Classification:
Who may avail:
PAID TIME
TOTAL:
MANNER OF WRITING: MANNER OF WRITING:

• Action – Location of Action – • Describe the actions taken
Reminder, if any • For agency actions that are
• Number each client step – should more than 1, use the
be parallel with the Agency numbering scheme: 1.1, 1.2,
1.3, 2.1, 2.2,2.3 etc.
Actions
REMINDERS/POINTERS
• ALL steps to be completed by the Citizen and the Agency should be listed in the designated field
• Any additional step demanded from the citizen that is not listed in the Citizen’s Charter is not allowed
• Government employees and officials shall not deviate from the specified actions in the Citizen’s
Charter
• Situational actions from both the client and the agency should be listed in the Citizen’s Charter
• Government services sometimes have 1 Client Step and multiple Agency Actions
EXAMPLE
Client Steps Agency Actions
1. Sign in the Client Log Book in the office 1. Give the Log Book to the client
lobby
2. Submit the required documents to 2.1 Receive the required documents and
Counter 1 for initial assessment and check for completeness
verification
*Make sure to secure the Order of Payment 2.2 Issue the Order of Payment if all required
that will be issued documents were given
2.3 Start processing the request
3. Pay the required fees at the City Treasury 3.1 Accept the payment based on the Order
Office by showing the Order of Payment. of Payment
*Make sure to secure Official Receipt that
will be issued upon payment 3.2 Issue the Official Receipt
4. Return to the Mayor’s Office for the 4.1 Check the Official Receipt
processing and release of Clearance or
Certification 4.2 Issue the Certificate or Clearance to the
client
SERVICE SPECIFICATION FEES TO BE PAID (PER STEP & TOTAL) SERVICE SPECIFICATION FEES TO BE PAID (PER STEP & TOTAL) SERVIC
# Service Name
FEES TO BE PAID
(PER STEP & TOTAL)
Office/Division:
Classification:
Who may avail:
PAID TIME
TOTAL:
For standard fees:

Type of Fee – Type of Currency (Acronym in all capitals) Amount
For fees varying case to case:

Enumerate the breakdown or list the amount to be paid
instead
For fees in tabular form:
Put the table of fees right after its corresponding Service Specification
Table
For fees that vary due to an equation:
Write the equation
If fees are not required:

Write “None”
REMINDERS/POINTERS
• ALL fees to be paid by the client should be listed in the

designated field
• Any additional fee demanded from the citizen that is not listed
in the Citizen’s Charter is not allowed
• For other currencies and denomination, please follow the
prescribed manner of writing
• Be specific as possible when indicating the amount to be paid
• RANGING OF FEES IS NOT ALLOWED
• Write the equation instead
• DO NOT LEAVE ANYTHING BLANK
EXAMPLE
Of service with formula
Tax payment – AV x 1% x 10 years x 2

Other Examples
(Basic & SEF)
Total
Total
EXAMPLE
Of “see table below”
Total
SERVICE SPECIFICATION PROCESSING TIME (PER STEP & TOTAL) SERVICE SPECIFICATION PROCESSING TIME (PER STEP & TOTAL) SERV
# Service Name
PROCESSING TIME
(PER STEP & TOTAL)
Office/Division:
Classification:
Who may avail:
PAID TIME
TOTAL:
Manner of writing:
# of Day/s, # of Hour/s, # of Minute/s
For services covered by special laws or constitutional bodies:

# of Day/s, # of Hour/s, # of Minute/s and state the sentence citing the
special law “Service is covered under RA ####” at the bottom of the
Service Specification Table
For services under multi-stage processing:

# of Day/s, # of Hour/s, # of Minute/s and state the sentence ”(Service
Name) qualified for multi-stage processing” at the bottom of the
Service Specification Table
REMINDERS/POINTERS
∙ The Total Processing Time should be within the timeframe set by the
law for the different classifications of government services and
transactions:
o Simple Transactions should not take more than 3 days to process.
o Complex Transactions should not take more than 7 days to
process.
o Highly Technical Transactions should not take more than 20 days
to process.
o Different types of citizens may take different steps to complete the
same transactions (i.e. enrollment between a new student, an old
student, a transfer, and a foreign student).
REMINDERS/POINTERS
∙ For government services under multi-stage processing, the
total processing time may exceed 20 days.
∙ 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 service.
EXAMPLE
Processing Time Processing Time
5 Hours
5 Hours
15 Days
5 Days
3 Days
3 Days
3 Hours
4 Hours 10 Days
5 Minutes
9 Days, 1 Hour
29 Days, 5 Minutes Total
(Service Name) is covered under R.A. ####
Total
SERVICE SPECIFICATION PERSON RESPONSIBLE PER STEP SERVICE SPECIFICATION PERSON RESPONSIBLE PER STEP SERVICE SPECIF
PERSON RESPONSIBLE
# Service Name
Description of the Service (PER STEP)
Office/Division:
Classification:
Who may avail:
PAID TIME
TOTAL:
If the person responsible is not changing daily:

Write the Designation and Office
If the person responsible are frequently changing or are under

contract of service:
Write the Designation and Office of the IMMEDIATE SUPERVISOR
EXAMPLE Person Responsible

Administrative Aide II
Mayor’s Office
Or
Communication Equipment Operator I
INFORMATION Mayor’s Office
BILLBOARD Mayor’s Office
Or
Person Responsible Communication Equipment Operator I
Mayor’s Office
Lyla Santos
Supervising Officer, MMVM
Local Treasury Operations Officer II
Carl Ramos Office of the Municipal Treasurer
Division Chief, LGPMD
Mayor’s Office
Carl Ramos Or
Division Chief, LGPMD Communication Equipment Operator I
Mayor’s Office
Althea Dela Torre

Director II, LGPMD HANDBOOK
FEEDBACK AND
COMPLAINTS
MECHANISM
FORM AND CONTENT FEEDBACK AND COMPLAINTS FORM AND CONTENT FEEDBACK AND COMPLAINTS FORM AND CONTENT FEEDBACK
Feedback Submission:
01 include the names and contact numbers of the government offices and/or divisions
involved in processing feedback. It shall also show how and when the citizens can
follow up on their feedback
Feedback Processing:
02 Contain the detailed procedure on how the government agency processes the
submitted feedback, including the waiting time until an answer is provided to the
citizen, if necessary
Complaint Filing:
03 include the name/s and contact number/s of the person/s responsible and the office
and/or division involved in processing the applications and requests. It shall also show
how and when the citizens can follow up on their complaints.
Complaint Processing:
04 Contain the detailed procedure on how the government agency processes the
filed complaints, including the waiting time until a response is provided to the
complainant/s.
Also include the following hotline:

• 8888 - Presidential Complaints Center
• 0908-8816565 - CSC Contact Center ng
Bayan
• 8478-5093/ complaints@arta.gov.ph -
Anti-Red Tape Authority
EXAMPLE
LIST OF OFFICES
FORM AND CONTENT LIST OF OFFICES FORM AND CONTENT LIST OF OFFICES FORM AND CONTENT LIST OF OFFICES
Office
01 It shall show the list of all Offices included in the
Citizen’s Charter
02
Address
It shall contain the specific address of each
Office included in the Citizen’s Charter
Contact Information
03 It shall contain the contact information of each Office
included in the Citizen’s Charter
FORM AND CONTENT LIST OF OFFICES FORM AND CONTENT LIST OF OFFICES FORM AND CONTENT LIST OF OFFICES
ISSUANCE OF CERTIFICATE OF
COMPLIANCE
CERTIFICATE OF
COMPLIANCE
• The head of the government agency shall issue a CoC to
ensure compliance of the agency to the mandates of RA
11032.
• To be submitted to the Authority using the template provided in

Reference C.
• The head of the government agency shall submit soft copies

(in text-searchable PDF format) of the Citizen’s Charters and
the CoC to the Authority through the email address:
compliance@arta.gov.ph
TIMELINE
TIMELINE
25 July 2020 12 April 2021

06 December 2019
Second round of Final notification
First round of submission for government
submission offices without
(external and
(External services) internal services) Citizen’s Charter
submission
TIMELINE
TIMELINE
• Every March 31st of each year
• Deadline of submission of an updated Citizen’s
Charter and Certificate of Compliance
• Every last working of January each year

• Deadline of submission of Client Satisfaction
Measurement Report (CSMR)
REMINDERS
WEBSITE LINKS
Memorandum Circular No. 2019-002
http://arta.gov.ph/pages/downloads/Signed_Memorandum_Circular_No._2019-
002_Series_of_2019.pdf
Reference B: Citizen’s Charter Handbook Template

http://arta.gov.ph/pages/downloads/Citizen_s_Charter_Handbook_Template_with_Instru
ctions_20190813.pdf
Reference C: Certificate of Compliance Template

http://arta.gov.ph/pages/downloads/Certificate_of_Compliance_Template_20190813.pdf
For Comments and Suggestions
Email: Compliance@arta.gov.ph
info@arta.gov.ph
Anti-Red Tape Authority
@artagovph
www.arta.gov.ph
THANK YOU
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Guidelines on the Implementation of the

Shall apply to all government offices and agencies that

Vision Service Pledge

• Use this opportunity to give the citizens assurance and

• Entries should be concise, informative, and complete

• Refer to the legal mandate and goals of the agency

Serve as the table of contents of the Citizen’s

Contain the complete list of all government services in

All service offices and/or departments shall be listed

In each service category, all government services

Shall contain the complete name of the service

This is to properly subdivide the indicated list of

CENTRAL OFFICE OFFICE OF THE MAYOR HUMAN RESOURCE DIVISION

External Services External Services Internal Services

SERVICE SERVICE NAME

- Tells the clients which office

• Make sure to classify each transaction

WHO MAY AVAIL

Who may avail: All who is 18 years and above

COMMON REQUIREMENTS FOR ALL SITUATIONAL REQUIREMENTS

Document 1 (# of copies needed Agency/Mother Office – Specific Type of Case

MANNER OF WRITING: MANNER OF WRITING:

2.3 Start processing the request

For standard fees:

For fees varying case to case:

If fees are not required:

• ALL fees to be paid by the client should be listed in the

Tax payment – AV x 1% x 10 years x 2

For services covered by special laws or constitutional bodies:

For services under multi-stage processing:

If the person responsible is not changing daily:

If the person responsible are frequently changing or are under

EXAMPLE Person Responsible

Althea Dela Torre

Also include the following hotline:

• To be submitted to the Authority using the template provided in

• The head of the government agency shall submit soft copies

25 July 2020 12 April 2021

• Every last working of January each year

Reference B: Citizen’s Charter Handbook Template

Reference C: Certificate of Compliance Template

Anti-Red Tape Authority

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