Gubat Citizens Charter

WHAT’S INSIDE:

Message

Executive Order No. 2009—01

Vision—Mission Statement

Goal

List of Frontline Services

Performance Pledges

How to Avail of the Services

Implementing Rules and Regulations of Republic Act No. 9485

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.

Gubat is for L.I.F.E! (SGD.) DEOGRACIAS B. RAMOS, JR. Municipal Mayor

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.

Vision The Municipal Government of Gubat is committed to work for the enhancement of the quality of life of its people utilizing to the maximum its available resources towards self-sustainability equitable development thru LIFE; enabling its people to live in peace, happiness and social justice.

VISION—MISSION STATEMENT

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

1 Assessment / Appraisal of newly ac-quired Real Property (registered property)

5 days Municipal Assessor’s Office

2 Assessment / Appraisal of newly in-troduced real property (buildings and machine)

5 days Municipal Assessor’s Office

3 Issuance of Real Property Tax Order of Payment (delinquent and up-dated)

15 minutes Municipal Assessor’s Office

4 Issuance of Assessment Certification 15 minutes Municipal Assessor’s Office

Aid to Individual in Crisis Situation (AICS) for non-PhilHealth beneficiar-ies

60 minutes Municipal Social Welfare and Development Office

5 Emergency Shelter Assistance for victims of sporadic fire and other calamities

60 minutes (Half day, if col-

lateral inter-view/home visit

is necessary)

Municipal Social Welfare and Development Office

6 Issuance of OSCA ID cards, medicine/commodity purchase booklets of senior citizens

5 days Municipal Social Welfare and Development Office

7 Day Care Services 3 hours per day Municipal Social Welfare and Development Office

8 Issuance of Social Case Study Re-ports

100 minutes (Half day, if col-

lateral inter-view/home visit

is necessary)

5 days for court cases

Municipal Social Welfare and Development Office

9 Provision of Fertilizer (under FAMAF)

30 minutes Municipal Agriculture Office

10 Provision of Abaca Planting Materi-als

1 day Municipal Agriculture Office

11 Provision of Livestock Dewormers (pamurga)


12 Treatment of Animals 45 minutes Municipal Agriculture Office

13 Provision of Artificial Insemination of Large Ruminants


14 Dispersal of Tilapia Fingerlings New—1 day Old—15 minutes

Municipal Agriculture Office

No.


15 Provision of Palay Seeds 15 minutes Municipal Agriculture Office

16 Plant and Field Inspection

1/2 day Municipal Agriculture Office

17 Provision of Vegetable Seeds/Seedlings


18 Medical Care (consultation) 15 minutes Municipal Health Office

19 MCh – Maternal & Child Care A – Pre-Natal Care B – Natal Care C – Post Natal Care

15 minutes

Depends on dura-tion of labor 15 minutes

Municipal Health Office

20 Immunization (Expanded Program on Immunization – EPI)

15 minutes Municipal Health Office

21 Family Planning 30 minutes – 1 hour


22 Laboratory Services (urinalysis, fe-calysis, pregnancy test) (Sputum Examination – NTP) (Blood examination)

6 hours per batch

15 minutes


23 Payment of Real Property Tax 10 minutes

20 minutes for delinquent tax-

payers

Municipal Treasurer’s Office

24 Payment of business tax, fees and charges - New Business - Renewal

10 minutes Municipal Treasurer’s Office

25 Payment of Community Tax Certifi-cate


26 Payment of Secretary’s Fees, Police Clearance, Library card and other of the same nature


27 Payment of Treasurer’s Clearance, Real Property Tax Clearance

20 mins for Treasurer’s Clearance

15 mins for Real

Property Tax Clearance

Municipal Treasurer’s Office

28 Issuance of Building permit 5 days Municipal Engineer's Officer

29 Issuance of Occupancy Permits 3 days Municipal Engineer's Officer

No.


30 Issuance of Electrical, Sanitary/Plumbing, Mechanical, Fencing and other related permits

3 days Municipal Engineer’s Office

31 Application for Motorized Tricycle Operator’s Permit (MTOP)

5 minutes Office of the Sangguniang Bayan

32 Application for Dropping or Suspen-sion of Motorized Tricycle Opera-tor’s Permit (MTOP)

5 minutes Office of the Sangguniang Bayan

33 Library Service 10 minutes Office of the Sangguniang Bayan

34 Issuance of Mayor’s Permit for bene-fit dance, caroling, hanging of streamers, parade/motorcade, promo sales, cockfights/derby, butchering, bet takers

5 minutes Mayor’s Office

35 Issuance of Mayor’s Permit (Business – Market Site and different baran-gays)


36 Issuance of Mayor’s Clearance


37 Timely Registration of: Birth (Legitimate) Birth (Illegitimate) Marriage Death

30 minutes 20 minutes 10 minutes 40 minutes

Office of the Municipal Civil Registrar

38 Delayed Registration of: Birth (Legitimate) Marriage Death

25 minutes 25 minutes 20 minutes


39 Registration of Court Orders/Decrees & Request of Annotated Re-cord

45 minutes


40 Registration of Legal Instruments 30 minutes Office of the Municipal Civil Registrar

41 Request for Authority to Use the Surname of the Father (RA 9255)

40 minutes


Performance Pledges

Republic of the Philippines MUNICIPALITY OF GUBAT

MUNICIPAL ASSESSOR’S OFFICE

PERFORMANCE / SERVICE PLEDGE We, the officers and employees of LGU-Gubat delivering frontline services, do hereby pledge to:

G - ive / grant U – nbiased service to all our clients by B – eing prompt and A – ttentive to their needs, through

T – ransparent official transactions.

No.

Frontline Services Duration Person/s Responsible

1 Assessment / Appraisal of newly ac-quired Real Property (registered property)

5 days Ma. Erme E. Enano Jaime D. Estipona Rebecca L. Escasinas Rene John D. Espineda Municipal Assessor

2 Assessment / Appraisal of newly in-troduced real property (buildings and machine)

5 days Ramon A. Fajardo Jaime D. Estipona Rebecca L. Escasinas Imelda E. Adao Rene John D. Espineda

3 Issuance of Real Property Tax Order of Payment (delinquent and up-dated)

15 minutes Rebecca L. Escasinas Ma. Erme E. Enano Rene John D. Espineda

4 Issuance of Assessment Certification 15 minutes Jaime D. Estipona Imelda E. Adao Rene John D. Espineda

Rene John D. Espineda Municipal Assessor

Deogracias B. Ramos, Jr. Municipal Mayor


MUNICIPAL SOCIAL WELFARE AND DEVELOPMENT OFFICE

PERFORMANCE / SERVICE PLEDGE

We, the officers and employees of LGU-Gubat delivering frontline services, do hereby pledge to:



No.


1 Aid to Individual in Crisis Situation (AICS) for non-PhilHealth beneficiaries

60 minutes Judith Jareño Clerk IV Jean Fabilane SWA Agnes Domingo SWO III Sandra Pura MSWDO

2 Emergency Shelter Assistance for victims of sporadic fire and other calamities

60 minutes (Half day, if collat-

eral interview/home visit is neces-

sary)

Judith Jareño Jean Fabilane Agnes Domingo Sandra Pura

3 Issuance of OSCA ID cards, medicine/commodity purchase booklets of senior citizens

5 days Bernard Buergo Contractual Employee

4 Day Care Services Nelly Salvador All DCWs

5 Issuance of Social Case Study Reports 100 minutes (Half day, if collat-

eral interview/home visit is neces-

sary)

5 days for court cases

Jean Fabilane Agnes Domingo Sandra Pura Judith Jareño

Sandra D. Pura Municipal Social Welfare & Development Officer



MUNICIPAL AGRICULTURE OFFICE




No.


1 Provision of Fertilizer (under FAMAF) 30 minutes RF Escalora RE Dagñalan Roy E. Las Piñas Elena H. Docot Teresita D. Sarmiento Vicente F. Picardo Rowena F. Brin Priscilla G. Moncada Municipal Agriculturist

2 Provision of Abaca Planting Materials 1 day Roy E. Las Piñas R Estorninos C Ferreras AT assigned in bgy Priscilla G. Moncada

3 Provision of Livestock Dewormers (pamurga)

7 minutes Ronaldo F. Sarmiento Dennis Estolonio

4 Treatment of Animals 45 minutes Ronaldo F. Sarmiento Dennis Estolonio

Priscilla G. Moncada Municipal Agriculturist



MUNICIPAL AGRICULTURE OFFICE




No. Frontline Services Duration Person/s Responsible

5 Provision of Artificial Insemination of Large Ruminants

20 minutes RE Dagñalan Dennis Estolonio

6 Dispersal of Tilapia Fingerlings New—1 day Old—15 min-

utes

Michael Esquejo V Farenas R Escobal

7 Provision of Palay Seeds 15 minutes RF Escalora RE Dagñalan RE Las Piñas EH Docot TD Sarmiento VF Picardo RF Brin

8

Plant and Field Inspection

1/2 day RF Escalora RE Dagñalan RE Las Piñas EH Docot TD Sarmiento VF Picardo RF Brin

9 Provision of Vegetable Seeds/Seedlings

15 minutes MAO Personnel

Priscilla G. Moncada Municipal Agriculturist



MUNICIPAL HEALTH OFFICE




No.


1 Medical Care (consultation) 15 minutes HP, on duty

2 MCh – Maternal & Child Care A – Pre-Natal Care B – Natal Care C – Post Natal Care

15 minutes

Depends on dura-tion of labor

15 minutes

Midwife assigned in the area: Nelia Lim V. Teruel C. Estolonio M. Espaldon S. Feratero L. Fercol E. Espadero E. Espinocilla R. Espaldon P. Endraca R. Estigoy Midwife on Duty Midwife assigned in the area


Anthony S. Lelis, MD. Municipal Health Officer


MUNICIPAL HEALTH OFFICE




No.


3 Immunization (Expanded Program on Immunization – EPI)

15 minutes Midwife assigned in the area

4 Family Planning 30 minutes – 1 hour

Midwife assigned in the area

5 Laboratory Services (urinalysis, fecaly-sis, pregnancy test) (Sputum Examination – NTP) (Blood examination)

6 hours per batch

15 minutes

Medical Technologist Laboratory Assistant

Anthony S. Lelis, MD. Municipal Health Officer



MUNICIPAL TREASURER’S OFFICE




No.


1 Payment of Real Property Tax 10 minutes

20 minutes for delinquent tax-

payers

Danilo Lelis Ariel Estera Leah Espenida Frederico Demonteverde Pura Santos Cecilia Fellone

2 Payment of business tax, fees and charges - New Business - Renewal

10 minutes Danilo Lelis Ariel Estera Leah Espenida Frederico Demonteverde Pura Santos Myrna Erpe

3 Payment of Community Tax Cer-tificate

5 minutes Danilo Lelis Ariel Estera Leah Espenida Frederico Demonteverde Pura Santos

Reymundo F. Quiñones Municipal Treasurer







No.


4 Payment of Secretary’s Fees, Police Clearance, Library card and other of the same nature

5 minutes Danilo Lelis Ariel Estera Leah Espenida Frederico Demonteverde Pura Santos

5 Payment of Treasurer’s Clear-ance, Real Property Tax Clear-ance

20 mins for Treasurer’s Clearance

15 mins for Real

Property Tax Clearance

Cecilia Fellone Myrna Erpe Danilo Lelis Ariel Estera Leah Espenida Frederico Demonteverde Pura Santos Reymundo F. Quiñones Municipal Treasurer

Reymundo F. Quiñones Municipal Treasurer



MUNICIPAL ENGINEER’S OFFICE




No.


1 Issuance of Building Permit 5 days Beda F. Diño Draftsman II Engr. Ramuel Babasa Engr I Manolo Ereve Electrical Inspector Rizalde P. Ermino Building Official

2 Issuance of Occupancy Permits 3 days Ramuel Babasa Beda F. Diño Manolo P. Ereve

3 Issuance of Electrical, Sanitary/Plumbing, Mechanical, Fencing and other related permits

3 days Ramuel Babasa Beda F. Diño Manolo P. Ereve

Rizalde P. Ermino Municipal Engineer



OFFICE OF THE SANGGUNIANG BAYAN




No.


1 Application for Motorized Tricycle Operator’s Permit (MTOP)

5 minutes Raquel Quiring Margarita Roque

2 Application for Dropping or Suspen-sion of Motorized Tricycle Opera-tor’s Permit (MTOP)

5 minutes Raquel Quiring Margarita Roque

3 Library Service 10 minutes Lina Celosa Nora Escalora Ramon Felices

Danilo J. Pura Municipal Vice-Mayor


Republic of the Philippines MUNICIPALITY OF GUBAT MAYOR’S OFFICE

PERFORMANCE / SERVICE PLEDGE

We, the officers and employees of LGU-Gubat delivering frontline services, do hereby pledge to:



No.


1 Issuance of Mayor’s Permit for benefit dance, caroling, hanging of streamers, parade/motorcade, promo sales, cockfights/derby, butchering, bet takers

5 minutes Deogracias B. Ramos, Jr. Municipal Mayor Jesus Fulay Municipal Administrator Linda Escueta

2 Issuance of Mayor’s Permit (Business – Market Site and differ-ent barangays)

10 minutes Jun Listana Linda Escueta

3 Issuance of Mayor’s Clearance

6 minutes Linda Escueta


OFFICE OF THE MUNICIPAL CIVIL REGISTRAR




No.

Frontline Services

Duration

Person/s Responsible

1 Timely Registration of: Birth (Legitimate) Birth (Illegitimate) Marriage Death


Rodel Esquierra Marina Escandor Clarita Laroga Rey Encinanres Rowena E. Fajardo Municipal Civil Registrar

2 Delayed Registration of: Birth (Legitimate) Marriage Death

25 minutes 25 minutes 20 minutes

Rodel Esquierra Marina Escandor Clarita Laroga Rey Encinanres Rowena E. Fajardo MCR

3 Registration of Court Orders/Decrees & Request of Annotated Record

45 minutes

Rey Encinares Rodel Esquierra

4 Registration of Legal Instruments 30 minutes Rey Encinares Marina Escandor

5 Request for Authority to Use the Sur-name of the Father (RA 9255)

40 minutes

Rey Encinares Marina Escandor Rodel Esquierra Rowena E. Fajardo

Rowena E. Fajardo Municipal Civil Registrar







No.

Frontline Services

Duration

Person/s Responsible

6 Legitimation of Natural Child 35 minutes Rey Encinares Marina Escandor Rowena E. Fajardo

7 Applying for Marriage License 45 minutes Rey Encinares Marina Escandor Rowena E. Fajardo

8 Request for Endorsement of Registry Records to the Civil Registrar General

30 minutes

Rey Encinares Rowena E. Fajardo

9 Requesting a Certified Copy of Birth, Marriage, Death Record and Civil Registry Documents on SECPA (Security Paper) thru BREQS

60 minutes Rodel Esquierra Marina Escandor Clarita Laroga Rowena E. Fajardo

Rowena E. Fajardo Municipal Civil Registrar


How to Avail of the

Services

Frontline Service : I ASSESSMENT / APPRAISAL OF NEWLY ACQUIRED REAL PROPERTIES. (REGISTERED PROP-ERTY) THIS IS A WINDOW BASED TRANSACTION

STEPS/PROCESS DURA-TION REQUIREMENT FEES PERSON

Client Provider RESPONSIBLE LOCA-TION

1. Present Docu-ment 1. Research 5 mins

Deed of Convey-ance None Ma. Erme E. Enano MASSO

to assessment clerk

to E-Data Base

(Sale, Donation etc) Adm. Asst. III

on duty. Jaime E. Estipona MASSO Adm., Aide IV

Issue True 5 mins O.R. of Real

Prop. P80.00 Rebecca L. Escasi-nas MASSO

copy of TD of the property True copy Adm. Aide IV

fee 2. Submit TCT/OCT Prepare FAS 5 mins

Photo copy of OCT/ P20.00

Rene John E. Espineda MASSO

of Prop. If regis-tered to computer

TCT of the property

Ser. Fee Mun. Assessor

3. Present Tax Sign, Ap-praise, 10 mins. RPT Clearance P80.00

Clearance from MTO assess & Rec.

Secre-taries

Approval to FAAS Fee

4. Pay Transfer tax

Attached OR of 5 mins

O.R. of Transfer tax None Ma. Erme E. Enano MASSO

to PTO Transfer Tax to Adm. Asst. III

Transaction Jaime D. Estipona MASSO Adm., Aide IV 5. Submit Trans-action to Provl. Asses-sor

Compile all Doc. 4 days

All of the Docu-ments P50.00 Imelda E. Adao MASSO

OR & FAAS maxi-mum

& O.R. stated above

Service fee Adm. Aide III

6. Receive own-ers

Provide copy of 1- mins CTC None Imelda E. Adao MASSO

copy of FAAS, Doc.

approved TR to Adm. Aide III

& O.R. client 7. Finish Transactions.

MUNICIPAL ASSESSOR’S OFFICE

Frontline Service : ASSESSMENT/APPRAISAL OF NEWLY INTRODUCED REAL PROPERTY (BUILDINBGS & MACHINE)

STEPS/PROCESS DURA-TION REQUIREMENT FEES PERSON


1. Present Plan, Examine 1 hour Building Permit None Ramon A. Fajardo MASSO description or speci- the document

OR Cert. of the cost Adm. Officer IV

fication of the property of the property Jaime E. Estipona MASSO Adm., Aide IV

Research E-Data 5 mins

O.R. Cert. of land

P50.00

Rebecca L. Escasi-nas MASSO

Base for land where prop. Is Ser-vice Adm. Aide IV

reference introduce fee

2. Request Prepare FAS 5 mins RPT P20.00


Clearance at MTO to computer Clearance Ser. Fee Mun. Assessor

Sign, Ap-praise, 5 mins.

All of the stated None


assess & Rec. Doc. & O.R. Mun. Assessor

Approval to FAAS above

Submit to 4 days Assessment None Imelda E. Adao MASSO

Provincial maxi-mum Transactions Adm. Aide III

Assessor MASSO 3. Receive copy Release 5 mins. CTC None Imelda E. Adao MASSO of the above Assessment Adm. Aide III Transactions. Transactions 4. Receive own-ers

Provide copy of 10 mins. CTC None Imelda E. Adao MASSO

copy of FAAS, Doc.

approved TR to Adm. Aide III

& O.R. client 7. Finish Transactions.

Frontline Service : ISSUANCE OF REAL PROPERTY TAX ORDER OF PAYMENT (Delinquent & Updated)

STEPS/PROCESS DURA-TION REQUIREMENT

FEES PERSON


1. Present previ-ous Search to 5 mins Previous O.R.

None


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

Print RPTOP 5 mins None None


current & previous Adm. Aide IV

(For current RPT) Ma. Erme E. Enano MASSO Adm. Asst. III

2. Receive RPTOP Release RPTOP 5 mins None

None

Rene John D. Espineda MASSO

& proceed to MTO Municipal Assessor for payment 3. Receive O.R. to MTO & trans. Is finished.

Frontline Service : ISSUANCE OF ASSESSMENT CERTIFCATION

*FOR DAR, DSWD / MSWD, DEPED & OTHER NATIONAL OFFICES RE-QUIREMENTS

STEPS/PROCESS DURA-TION

REQUIRE-MENT FEES PERSON

Client Provider RESPONSIBLE LOCATION

1. Request Ab-stract 1. Research 5 mins

O.R. from MTO P80.00

Jaime D. Esti-pona MASSO

or checklist of to E-Data Base of the purpose Rene John D. Espineda MASSO

requirements.

2. Prepare 5 mins None None Rene John D. Espineda MASSO

certification & sign

3. Release to 2 mins CTC None Imelda E. Adao MASSO applicant

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.

MUNICIPAL SOCIAL WELFARE AND DEVELOPMENT OFFICE

STEPS/PROCESS DURATION REQUIREMENT FEES PERSON RE-SPONSIBLE

LOCATION

CLIENT PROVIDER

Be present for the in-terview Bring docu-ments needed Bring the documents to OMA Bring the signed documents at MTO

Conduct inter-view Prepare Certifi-cate of Eligibility (CE) and voucher/have it signed by the MSWD officer Accounting Of-fice checks the requirements and records the documents/ accountant signs the voucher MTO receives and files the docu-ments, release the funds/assistance


Doctor’s prescrip-tion of medicines with date, name of patient, physi-cian’s signature, price of medi-cines, & noted by LCE , barangay certification CE, voucher, pre-scription of medi-cines, barangay certification CE, voucher, pre-scription of medi-cines, barangay certification

None None None None

Judith Jareño (Clerk IV) Jean Fabilane (SWA) Agnes Domingo (SWO !!!) Sandra Pura (MSWDO) Judith Jareño Jean Fabilane Agnes Domingo Sandra Pura Villa Espinola Elizabeth Enci-nares Nonita F. Estareja

MSWDO MSWDO OMA MTO

Waits for the medi-cines to be purchased by the MSWDO staff Receives the medi-cines (End of Transac-tion)

Purchase the medicines needed at the pharmacy Files the offi-cial receipts for medicines pur-chased

10 min-utes 1 minute

Prescription of medicines

None None

Rolando Car-loto (Utility Worker-Contractual) Judith, Jean, Agnes & San-dra

Pharmacy MSWDO

Frontline Service: Emergency Shelter Assistance for victims of sporadic fire & other calamities

STEPS/PROCESS DURATION

REQUIREMENT

FEES

PERSON RE-SPONSIBLE

LOCA-TION

CLIENT PROVIDER

Be present for the inter-view Bring docu-ments needed Bring the documents to Budget Of-fice Bring the documents to OMAcctg Bring the documents at MTO Claims the check (End of Transaction)

Conduct interview Conduct collateral interview/home visit if necessary Prepare Certifi-cate of Eligibility (CE) ALOBS and voucher and have it signed by the MSWD Officer The transaction is recorded and the Mun. Budget Offi-cer signs the ALOBS Accounting Office checks the re-quirements and records the docu-ments/ accountant signs the voucher MTO prepares the check & have it signed by the Mun. Adm. & Mun. Treasurer Turn-over the pa-pers and check at MO Record the check no. at the record book & release the check to cli-ent Release the check

15 minutes

Half day

15 minutes

10 minutes

5 minutes

10 minutes

5 minutes

Certification from the baran-gay captain that the client’s house was de-stroyed by ca-lamity CE, ALOBS, voucher & brgy. Certification CE, ALOBS,voucher & brgy. Certifi-cation CE, ALOBS, voucher & brgy. Certification Voucher with the check Logbook & voucher

None None None None None None None None

Judith, Jean, Agnes & Sandra Judith, Jean, Agnes & Sandra Jose Esteves Eduardo Felicia Ana Estrel-lado Elizabeth Encinares Myrna Erpe Myrna Erpe Erlinda Es-

cueta

MSWDO MSWDO MBO OMA MTO MTO MO

Frontline Service: Issuance of OSCA ID cards, Medicine/Commodity Purchase Booklets of Senior Citizens

STEPS/PROCESS DURATION REQUIREMENT FEES PERSON RESPONSI-BLE

LOCATION CLIENT PROVIDER

Secure OSCA ID card Replace-ment of Lost ID Secure medicine/commodity purchase booklet

Issue forms & con-duct interview to fill-up forms if necessary Prepare the ID card Records the trans-action in the log-book & file the application form Facilitate the signing of ID by OSCA chairman & LCE Receive the re-quired documents & prepare the ID card & facilitate the signing of ID card by OSCA chairman & LCE Issue medicine/commodity book-let

5 days for issuance of ID 5 minutes 5 minutes 15 minutes 5 days 10 minutes

2 copies 1x1 pic-ture; recent residence certificate (cedula) OSCA ID of senior citizen (For replacement of lost ID card) Affidavit of loss; 1 copy 1X1 pic-ture; Official receipt from the Treas-urer’s Office for payment of Php100 OSCA ID card

None None None None P100 at the Treas-ure’s Office None

Bernard Buergo (contractual worker) Bernard Buergo Bernard Buergo Bernard Buergo Bernard Buergo Bernard Buergo

Day Center for Senior Citizens, Hi-way 59, Gubat, Sorsogon Day Center for Senior Citizens Day Center for Senior Citizens

Frontline Service: Day Care Service This service is also available in all barangays

STEPS/PROCESS DURATION REQUIREMENT FEES PERSON RESPONSI-BLE

LOCA-TION CLIENT PROVIDER

Bring child to DCW for inter-view/assessment Bring child to DCC daily Mon. to Friday (June-April)

Conduct inter-view/assessment to the child Conduct interview to parents and fill up the intake sheet, parents consent & ECCD checklist Conduct the daily sessions & other activities w/ chil-dren and parents

15 minutes 10 minutes 3 hrs. per day

Birth Certifi-cate ECCD Card Intake form, parents’ con-sent ECCD Checklist Session plan, program mate-rials

None None P30/month (parents partici-pation fee) P20/mo = bgy Volun-tary

Nelly Sal-vador All DCWS All DCWs All DCWs

Day Care Centers Day Care Center Day Care Centers

Frontline Service: Issuance of Social Case Study Reports and Certificate of Indigency

STEPS/PROCESS DURATION REQUIREMENT FEES PERSON RE-SPONSIBLE

LOCA-TION CLIENT PROVIDER

1. Submit him-self/herself for interview 2. Acknowledge receipt of social case study re-port (End of Trans-action)

1. Conducts one on one interview & re-corded in the intake sheet 2. conduct home visit & gather collateral information if needed 3. Preparation of so-cial case study report 4. Approval and re-lease of report 5. Release the case study report/referral letter

30 minutes Half day Within 1 hour after data gath-ering (for hospi-tals & PCSO use) 5 days for court cases 5 minute 1 minute

Physician’s referral For further medical evaluation; Barangay certifica-tion

None None None None

Jean, Agnes, Sandra Jean, Agnes, Sandra Jean, Agnes, Sandra Sandra Judith

MSWDO MSWDO MSWDO MSWDO


FRONTLINE SERVICES: Payment of Real Property Tax

STEPS/ PROCESS Duration

Require-ment Fee Person Responsible

Loca-tion Client Provider

Current Taxpayers

1. Proceed to Asses-sors Office to re-quest copy of RPTOP

1. Compute tax due 5 mins

Last Pay-ment's Official Receipt if available

Dependent on the As-sessed Value of the prop-erty

Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonte-verde- RCC-II, Pura santos. RCC-I MTO

2. Present RPTOP and Previous year's Official Receipt to the collector

2. Issue Of-ficial Re-ceipt 3 mins


3. Give payment 3. Collect payment 1 min


4. End of transac-tion

4. End of transaction

Delinquent Taxpayers

1. Proceed to Asses-sors Office to re-quest copy of RPTOP

1. Research last record of payment on RPTAR 5 mins

Dependent on the As-sessed Value of the prop-erty and the number of years of delinquency

Cecilia Fellone, Admin. Aide I MTO

2.Give payment

2. Compu-tation of tax due 10 mins



3. Issuance of official receipt 3 mins


4. Collec-tion of pay-ment 1 min



FRONTLINE SERVICE Payment of business tax, fees and charges STEPS/PROCESS

Dura-tion

Require-ment Fees

Person Responsi-ble

Lo-catio

n Client Provider New Business

1. Secure and fill up applica-tion form from MO

1. Assess Tax due

Brgy. Clear-ance, CTC,Health Card, Fire Clearance

Business Tax: 1/20 of 1% of capi-tal; Mayor's Permit Fee: Depends on the kind of Business

Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonteverde- RCC-II, Pura santos. RCC-I

2. Issue Offi-cial Receipt

2. Give Pay-ment

3. Collect Pay-ment

3. End of trans-action

4. End of transactrion

Renewal

1. Present all documents as provided under the Revised Revenue Code of 2005

1. Research Records for any tax delin-quency

Brgy. Clear-ance, CTC,Health Card, Fire Clearance

Business Tax: De-pendent on the gross sale for the precceding year and the nature of business

Myrna Erpe, Admin Aide

MTO

2. Assess tax due

Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonteverde- RCC-II, Pura santos. RCC-I

2. Give Pay-ment

3. Collect Pay-ment



FRONTLINE SERVICE: Payment of Community Tax Certificate STEPS/PROCESS Dura-

tion Re-quirement

Fees Person Responsible Loca-tion Client Provider

1. Fill-up Personal Data Slip located at the collectors window indicating the individual's complete name, adress, place of birth, date of birth, civil status, occupation and the gross annual income for the preceeding year

1. Fill up the Community Tax Certificate with the infor-mation given

5 mins P5.00-Basic Tax;P1.00 for every P1,000.00 of gross in-come from occupation, business or real prop-erty

Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonte-verde- RCC-II, Pura santos. RCC-I

MTO

2. Signs and thumbmarks the CTC

1 min

3. Give Payment 2. Collect Pay-ment

1 min



FRONTLINE SERVICE: Payment of Secretary's Fees, Police Clearance, Library Card and other of the same nature

1. Present tax bill given by the of-fice providing the service(i.e. MHO for health ser-vices; MCR for birth cert, etc.)

1. Issue official receipt

Dependent on the na-ture of ser-vice to be availed of

Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonte-verde- RCC-II, Pura santos. RCC-I

MTO

2. Give Payment 2. Collect pay-ment



FRONTLINE SERVICE Payment of Treasurer's Clearance, Real Property Tax Clear-ance

STEPS/PROCESS Dura-

tion Require-ment

Fees Person Responsible Loca-tion Client Provider

Treasurer's Clearance request clear-ance

1. Research RPTAR real properties and business records if the payor is a reg-istered business-man/proprietor

10 mins Cecilia Fellone- Admin. Aide I Myrna Erpe- Admin Aide I

MTO

1. Payment of the required fee

2. Issue Official Receipt

3 mins Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonte-verde- RCC-II, Pura santos. RCC-I

MTO

3. Preparation of the Clearance

5 mins Myrna Erpe

4. Signing of the MT

1 min Reymundo F. Quinones- MT

MTO

2. End of Trans-action

5. ClearanceRe-leased

Real Property Tax Clearance 1. Present offi-cial RPT Official Receipt

1. Research RPTAR 5 mins Cecilia Fellone- Admin Aide I

MTO

2. Give Payment 2. Issue Offical Re-ceipt

3 mins Danilo Lelis-RCCI; Ariel Estera-RCC-I; Leah Espineda, RCC-II, Frederico Demonte-verde- RCC-II, Pura santos. RCC-I

MTO

3. Preparation of tax Clearance

5 mins Ariel Estera/C. Fellone

4. Signing of the MT

1 min Reymundo F. Quinones- MT

MTO


5. Clearance Re-leased

Frontline Service: Issuance of Mayor’s Permit for benefit dance, caroling, hanging of streamers, parade/motorcade, promo sales, cockfights/derby, bet takers

MAYOR’S OFFICE

Steps/Process Dura-tion

Require-ment Fee Person Respon-

sible Loca-tion Client Provider

Submit/present re-quest letter for approval Payment to MTO

Approve the re-quest Prepare permit for signature of the Mayor or au-thorized signato-ries Release and leave copies for MO

2 mins 2 mins 1 min

Letter re-quest OR from MTO

Refer to Reve-nue Code

Deogracias B. Ramos, Jr. Municipal Mayor Jesus Fulay Mun. Adminis-trator Linda Escueta Linda Escueta

Mayor’s Office Mayor’s Office

Frontline Service: Issuance of Mayor’s Clearance

Steps/Process Dura-tion Requirement Fee Person Re-

sponsible Location Client Provider Present Po-lice Clearance

Prepare Mayor’s Clearance for signature of the Mun. Mayor Release to client and leave copy for MO

5 min 1 min

Police clear-ance Police clear-ance & OR from MTO

50.00 Linda Escueta Linda Escueta Linda Escueta

Mayor’s Office

Frontline Service: Issuance of Mayor’s Permit (Business—Market Site and different barangays

Steps/Process Duration Requirement Fee Person Re-

sponsible Loca-tion Client Provider

Get applica-tion form & contract of lease (stallholders) Submit filled up application

Prepare con-tract of lease Release con-tract of lease Receive appli-cation Prepare the Mayor’s Per-mit for signa-ture of the Mun. Mayor Release per-mit and leave copy for MO

1 min/stallholder 1 min 1 min 5 mins 1 min

Bgy clear-ance, CTC, pictures

Refer to Revenue Code

Jun Listana/Linda Es-cueta Jun Listana/Linda Es-cueta Jun Listana Linda Es-cueta Linda Es-cueta

MO

Frontline Service : Application for Motorized Tricycle Operator’s Permit (MTOP)

OFFICE OF THE SANGGUNIANG BAYAN

STEPS/PROCESS

Client Provider

DURATION

REQUIRE-

MENT

FEES

PERSON RE-SPONSIBLE

LOCA-TION

Submit appl Receive / Letter for Record MTOP

2 min.

Letter of Ap-plications for MTOP, Res. Certificate, Barangay Clearance, Certificate of Registration from LTO, Official Re-ceipt

NONE

Sec. to the SB/Staff SB Secre-tariat Margarita L. Roque

OSB

Frontline Service : Application for Motorized Tricycle Operator’s Permit (MTOP) Dropping or Suspension

STEPS/PROCESS

Client Provider

DURA-TION

REQUIRE-

MENT

FEES PERSON RE-SPONSIBLE

LOCA-TION

Secure app Form fr SB Or MO File the Inform of the Application requirements and answer queries Pay MTOP Dropping fee Submit Letter Receive & Request for calendar the Suspension of request MTOP

2 min.

2 mins

Application for Dropping or suspension receipt of payment for dropping

P 30.00

SB Sec/Eman SB Secretary Raquel E. Quiring/Margarita L. Roque MTO

SB / MO SB Ser-cretariat

Frontline Service : Library Services

STEPS/PROCESS

Client Provider

DURA-TION

REQUIREMENT

FEES PERSON RE-SPONSIBLE

LOCA-TION

I – Apply for Furnish Library Card Require ments

10 min.

OR from Treas-urer’s Office 2 Copies of 1 x 1 picture Applica-tion form duly ac-complished

P 20.00

Lina Celosa Nora Escalora Ramon Felices

Gubat Munici-pal Li-brary

OFFICE OF THE MUNICIPAL ENGINEER Issuance of Building Permit 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.

Steps

Duration Person Responsible

1. Secure Building Permit Application Forms Ask for building permit application forms with the list of requirements 2. Secure 1st Endorsement to Other Offices/Agencies Present the plans and the required supporting documents to any member of the Building Staff for initial verification of the requirements. Then, an endorsement to other offices/agencies (Fire Dept, ENRO, DOLE, etc) will be given to the applicant to secure the required clearances. 3. Submit Requirements Submit the plans and the required supporting docu-ments and clearances to the receiving section. In his/her absence, the other members of the Building staff will take charge. 4. Line and Grade Verification Technical staff in-charge will conduct site inspec-tion to establish and determine setbacks and grades in relation to road lots, property lines, street or highways whether existing or proposed, including road widening and construction of various public utilities and other infrastructure project.

Beda F. Diño Draftsman II

Engr. Ramuel Babasa Engineer I

Manolo P. Ereve Electrical Inspector

Beda F. Diño Engr. Ramuel Babasa

Manolo P. Ereve

Ramuel Babasa

Beda F. Diño Ramuel Babasa

How to Avail of the Service

5. Evaluation and Assessment Civil engineer evaluates and assesses the Line and Grade, Structural Plans and related documents, Architects evaluate architectural plans and related documents, The sanitary/master plumber evaluates and as-sesses the plumbing/sanitary plans and related documents, Technical staff evaluates and assesses the mechani-cal plans and related documents, Technical staff evaluates and assesses the electri-cal plans and related documents. 6. Inquiry of the Status of Application Inquire about the result of evaluation and assess-ment of his application. 7. Returned Plans and Documents (OPTIONAL, if there are no deficiencies, proceed to Step #10) Receive the plans and documents for correction, if there are deficiencies found in the plans and perti-nent documents 8. Submit Lacking Documents/Corrected Plans Submit the lacking documents/corrected plans to any member of the Building Staff for review. 9. Review of Plans/Documents The technical staff reviews the submitted cor-rected plans and completeness of documents for processing. 10. Issuance of Order of Payment Receive the Order of Payment if the application is found to be complete and in order. 11. Submit Official Receipt Go back to the building office and submits the offi-cial receipt. 12. Processing of Permits Building Staff processes the plans and pertinent documents for final approval of the building offi-cial.

60 minutes

60 minutes

60 minutes

60 minutes

60 minutes

15 minutes

15 minutes

15 minutes

10 minutes

5 minutes

½ day

10 minutes

Engr. Ramuel Babasa

Engr. Ramuel Babasa

Engr. Ramuel Babasa

Engr. Ramuel Babasa

Manolo P. Ereve

Engr. Ramuel Babasa

Engr. Ramuel Babasa Beda F. Diño

Manolo P. Ereve


Engr. Ramuel Babasa

Engr. Ramuel Babasa


Manolo P. Ereve

13. Approval of Permit Building Official approves the building permit. 14. Release of Permit Receive the approved permit after one (1) day from submission of the official receipt.

10 minutes

Engr. Rizalde P. Ermino Buidling Official

Engr. Ramuel Babasa

Securing other building-related permits Types of Permit/s and Requirement 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 Temporary Service Connection Permit This Permit is secure for temporary service connection to a power utility for lighting and power construction, Christmas decorative lighting, lighting of cemeteries, temporary lighting for carnivals/fiestas, testing, etc. 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) Excavation and Ground Preparation Permit This Permit is secure prior to actual ground preparation and excavation after the building line is established. It is also a requirement for a Water Connection request to Gubat Water District. Requirements: 1. Accomplished Permit Form (MPW Form No. 77-014-B) For GWD connection purposes, present accomplished GWD application form Sidewalk Construction Permit This permit is secured prior to the construction and repair of sidewalks. 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)


Steps


1. Secure Application Forms Ask for the particular permit form applied for from any member of the Building Staff. 2. Submit Requirements Submit the duly accomplished application form and documents to the staff in charge of receiving 3. Evaluation and Assessment The technical staff evaluates and assesses the submitted plans and pertinent documents for compliance with the requirements of the building code, referral codes, laws and ordi-nances. 4. Make a Follow-Up Make a follow up to inquire the status of the application 5. Order of Payment If the documents are in order, the applicant receives an Order of Payment stating the fees to be paid. 6. Payment of Fees Proceed to the Municipal Treasurer’s Office for payment 7. Submit Official Receipt Submit the official receipt to the staff in charge of everything 8. Processing of Permit Building staff processes the plans and perti-nent documents for final approval of the building official. 9. Release of Permit Receive the approved permit

15 minutes

15 minutes

30 minutes

After 1 day

10 minutes

5 minutes

10 minutes

1 day

10 minutes


Manolo P. Ereve

Engr. Ramuel Babasa


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve

Engr. Ramuel Babasa


Manolo P. Ereve

Securing an Occupancy Permit 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


Steps


1. Secure Certificate of Completion Forms Ask for Completion forms to any member of the building staff. 2. Secure 2nd Endorsement to other offices/agency Present the duly accomplished form and re-lated documents to any member of the building staff for initial verification of the requirements. Then, 2nd endorsement will be given to secure Fire Safety Inspection Certificate from Fire Department and Safety Inspection Certificate from DOLE for indus-trial buildings 3. Submit Requirements Submit the duly accomplished forms and re-lated documents, safety certificates, as-built plans (for any deviations of the approved plan) and detailed Sketch of location to the one in-charge of receiving. In his/her absence, the other members of the building section staff takes charge. Applicant request for an inspection schedule. 4. Review/Evaluate the submitted forms and pertinent documents Technical staff reviews the forms and the entries of construction activities in the con-struction logbook.


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve

Steps


5. Building Inspection Building inspectors/technical staff conduct actual inspection of the completed building/structure in accordance with the approved plans and specifications 6. Preparation of Inspection Report (optional, if the building inspectors found no deviations/violations) If the building inspectors found that the completed project had deviations from the approved plans, the applicant will be given an inspection report that lists the needed corrections or other documents required. 7. Perform Corrections/Submit Additional Documents Make the necessary corrections/submits ad-ditional documents listed in the inspection report. Then the applicant will inform the building inspectors that corrections have been done for reinspection. 8. Reinspection of the Building Technical staff conducts reinspection if the deficiencies stated at the inspection report have been corrected. 9. Issuance of Order of Payment Once all the requirements have been com-plied with, an assessment will be given. 10. Submit Official Receipt Submits the official receipt to any member of building staff. 11. Processing of Permits Building staff prepared the certificate and processes the submitted documents for final approval of the building official.

120 minutes

30 minutes

30 minutes

1 hour

10 minutes

5 minutes

½ day


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve


Manolo P. Ereve

Steps


12. Approval of Permit Building Official approves the certificate of occupancy. 13. Release of Certificate of Occupancy Applicant receives the approved certificate

10 minutes

10 minutes

Engr. Rizalde P. Ermino Building Official

Engr. Ramuel Babasa


IMPLEMENTING RULES AND REGULATIONS REPUBLIC ACT NO. 9485

RESOLUTION NO. 081471 WHEREAS, Article II, Section 27 of the Constitution provides that the State shall maintain honesty and integrity in the public service and shall take positive and effective measures against graft and corruption; 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. RULE II. INTERPRETATION 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. RULE III. RE-ENGINEERING OF SYSTEMS AND PROCEDURES SECTION 1. Within one (1) year from effectivity of the Rules, each office or agency shall:

Determine which processes or transactions constitute frontline service; Undertake reengineering of transaction systems and procedures, including time and motion studies, if

necessary; and after compliance thereof, Set up their respective service standards to be known as the Citizen’s Charter

SECTION 2. The reengineering process shall include a review for the purposes of streamlining of the following:

Steps in providing the service; Forms used; Requirements; Processing time; and Fees and charges.

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. RULE IV. CITIZEN’S CHARTER SECTION 1. The Citizen Charter shall include the following information:

Vision and mission of the government office or agency; Identification of the frontline services offered and the clientele; The step-by-step procedure to obtain a particular service; The officer or employee responsible for each step; The maximum time to conclude the process; Document/s to be presented by the client, with a clear indication of the relevancy of said document; The amount of fees, if necessary; The procedure for filing complaints in relation to requests and applications, including the names and contact

details of the officials/channels to approach for redress; Allowable period for extension due to unusual circumstances; i.e. unforeseen events beyond the control of

concerned government office or agency; and Feedback mechanisms, contact numbers to call and/or persons to approach for recommendations, inquiries,

suggestions as well as complaints. 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. RULE V. ACCOUNTABILITY OF HEADS OF OFFICES AND AGENCIES 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. RULE VI. ACCESSING FRONTLINE SERVICES

SECTION 1. All offices and agencies are enjoined to undertake a continuing basis programs to promote customer satisfaction and improve service delivery and other similar activities for officers and employees in frontline ser-vices. SECTION 2. Acceptance and Denial of the Applications and Requests.

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. RULE VII. REPORT CARD SURVEY 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. RULE VIII. DISCIPLINARY ACTION 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. Penalties for light offense shall be as follows: 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. Second Offense – Three months suspension without pay; and Third Offense – Dismissal and perpetual disqualification from public service.

Grave Offense – Fixing and/or collusion with fixers in consideration of economic and/or other gain or advantage.

Penalty – Dismissal and perpetual disqualification from public service. 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. RULE IX. IMMUNITY 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. RULE X. FINAL PROVISIONS 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 3. These Rules may be amended or modified as necessary. 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, July 24, 2008

(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: [[email protected], [email protected]] Office of the Sangguniang Bayan Danilo J. Pura | Municipal Vice-Mayor Contact No. (056) 311-0411 Office of the Municipal Accountant Elizabeth E. Encinares | Municipal Accountant Contact No. (056) 311-1870 Office of the Municipal Agriculturist Priscilla G. Moncada | Municipal Agriculturist Contact No. (056) 311-1794 Office of the Municipal Assessor Rene John D. Espineda | Municipal Assessor Contact No. (056) 311-0061 Office of the Municipal Budget Officer Eduardo E. Felicia | Municipal Budget Officer Contact No. Office of the Municipal Civil Registrar Rowena E. Fajardo | Municipal Civil Registrar Contact No. Office of the Municipal Engineer Rizalde P. Ermino | Municipal Engineer Contact No. Office of the Municipal Health Officer Anthony S. Lelis, MD, MHA | Municipal Health Officer Contact No. (056) 311-1711 Office of the Municipal Planning and Development Coordinator Salvador G. Españo | Municipal Planning and Development Coordinator Contact No. Office of the Municipal Social Welfare and Development Officer Sandra D. Pura | Municipal Social Welfare and Development Officer Contact No. (056) 311-1717; 09202363706 Email: [[email protected]] Office of the Municipal Treasurer Reymundo F. Quiñones | Municipal Treasurer Contact No. (056) 311-1870

Feedback Mechanism

Republic of the Philippines PROVINCE OF SORSOGON

Municipality of Gubat

COMPLAINT FORM

Date:______________________ For violation of ___________________________ Client/Complaint Information Complete Name:____________________ _________________________ __________________________ (First Name) (Last Name) (MI) Home Address: ____________________________________________ Phone No._____________________ Cellphone No.__________________________ Complaint Information: Date problem first occurred: ______________________ What particular office the problem occurred:___________________________________________________ Who was the personnel responsible for your transaction:__________________________________________ What was the problem encountered: __________________________________________________________ Description of Complaint Describe your complaint in details and in chronological order (by date). _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. ______________________________ Complainant’s Signature

Verification and Certification

I,_____________________________, Filipino, of legal age, single/married/widowed and a resident of _____________________________________________________, after having been duly sworn to in accordance with law, do hereby depose and say, that:

I am the complainant in this case; I have prepared and/or caused the preparation of the foregoing Complaint; I have read the same, and the truth of which are true and correct of my own knowledge; I hereby certify that I have not commenced any other action or proceeding involving the same issues in

any court or other tribunal or quasi-judicial agency, and if there is any similar action or proceeding filed or pending, that I should learn, in the future, that I shall report and inform this office of the mat-ter immediately.

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

Date:_______________________ For : ___________________________ Client/Commendation Information Complete Name:____________________ _________________________ __________________________ (First Name) (Last Name) (MI) Home Address: ____________________________________________ Phone No._____________________ Cellphone No.__________________________ Commendation Information: Date the service was rendered: ______________________ What particular office the service was rendered: _______________________________________________________________________________ Who was the personnel responsible for your transaction: _______________________________________________________________________________ What was the service rendered: __________________________________________________________ Description of the Service/s rendered by the Frontliner: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. ______________________________ 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 OFFICE YES NO 5. Is the office easy to locate? 6. Is the office clean and orderly? 7. Did you feel comfortable? 8. Was there a long waiting line of customers? 9. Was there an appropriate signage of direction? 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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Thank you very much