REPUBLIC OF THE PHILIPPINES

CITY GOVERNMENT OF ANGELES

OFFICE OF THE SANGGUNIANG PANGLUNSOD

CITY ORDINANCE NO. ______

AN ORDINANCE ADOPTING THE IMPLEMENTATION OF REPUBLIC ACT 9485

KNOWN AS THE ANTI-RED TAPE OF 2007

WHEREAS, it is the policy of the State to promote transparency, integrity, accountability

and establish effective practices in the delivery of government services;

WHEREAS, Republic Act 9485 (RA 9485) was enacted to improve the efficiency in
government service by reducing bureaucratic red tape to prevent graft and corruption;

WHEREAS, Executive Order No. 22, Series of 2016 was issued primarily to implement
the provision of RA 9485 particularly the establishment of Technical Working Group
(TWG) that will monitor the continuous implementation of the same;

NOW THEREFORE, be it ordained by the Sangguniang Panglunsod in session

assembled the adoption of the mandatory features of Republic Act 9485 in the City
Government of Angeles and other matters as follows:

SECTION 1. CITIZENS CHARTER refers to 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. It describes the step-by-step procedure for availing a
particular service and guaranteed performance level that clients may expect for that
service.

The Citizens Charter shall have information billboards which shall be posted at the
main entrance of the building and at the frontline offices or at the most conspicuous
places, and in the form of published materials written either in English, Filipino, or in the
local dialect.

The Citizens Charter shall be reviewed whenever necessary to update the latest
issuances or policies as maybe implemented or at least once every two years.

After revision, the revised Citizens Charter shall be the official document and basis in
determining the procedures or process in availing frontline services of the City
Government of Angeles.

SECTION 2. PUBLIC ASSISTANCE AND COMPLAINTS DESK (PACD) AND

CITIZENS CHARTER FEEDBACK AND REDRESS MECHANISM PACD shall be
established as mandated where an officer or employee knowledgeable of the frontline
services of the City Government of Angeles will at all times be available for consultation
and advice even during break time. There shall likewise be a hotline numbers by which
the clients may adequately express their complaints, comments or suggestions.

There shall be at least three (3) PACD personnel under the City Human Resource
Management Office who shall man the desk during office hours and provide basic
information on frontline services and assist clients on their concerns particularly on the
complaints on services and/or service providers. Formal complaints shall be forwarded
to the City Human Resource Management Office TWG Member to properly address the
same.
As far as practicable, the PACD personnel shall likewise gather feedbacks from clients
on the availed frontline services. The feedbacks shall be tabulated and used during
review and revision of the Citizens Charter for improvement in service delivery.

SECTION 3. TERMS AND REFERENCE OF THE TECHNICAL WORKING GROUP

(TWG) The Members of the TWG shall perform the functions as stipulated in
Executive Order No. 22, Series of 2016, primarily the review and revision of the charter
and conduct of empowerment program for the frontline service providers.

SECTION 4. DUTIES AND RESPONSIBILITIES OF HEAD OF FRONTLINE OFFICES

AND FRONTLINE SERVICE PROVIDERS Department/Office Heads of frontline
offices are primarily responsible in the delivery of their fast, efficient, convenient and
reliable services. They shall immediately address issues and concerns on their frontline
services and service providers.

Department/Office Heads shall continuously collaborate and coordinate with the TWG
Members on the improvement of their frontline services particularly during the revision
of the Citizens Charter taking into consideration the feedbacks gathered from clients.

Frontline Service Providers shall provide services with utmost courtesy, promptness,
adequacy and efficiency.

SECTION 5. ACCESSING FRONTLINE SERVICES the following shall be adopted as

mandated:

a. Acceptance of Applications and Request

(1) All officers or employees shall accept written applications, request, and/or
documents being submitted by clients of the office.

(2) 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.

(3) The receiving officer or employee shall perform a preliminary assessment of

the request so as to promote a more expeditious action on requests.

b. Action of Offices

(1) All application and/or request submitted shall be acted upon by the assigned
officer or employee within the period stated in the Citizens Charter which
shall not be longer than five working days in the case of simple transactions
and ten working days in case of complex transactions from the date 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 extension due to nature of frontline services or the mandate of the office
or agency concerned the period for the delivery of frontline services shall be
indicated in the Citizens Charter. The office or agency concerned shall notify
the requesting party in writing of the reason for the extension and the final
date of release for the extension and the final date of release of the frontline
services/s requested.

(2) No application or request shall be returned to the client without appropriate

action. In case an application or request is disapproved, the officer or
employee who rendered the decision shall send a formal notice to the client
within five working days from the receipt of the request and/or application,
 stating therein the reason for disapproval including a list of specific
requirement/s which the client failed to submit.

c. Denial of Request for Access to Government Service 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 who is the City Mayor or his authorized
representative.

d. Limitation of Signatories The number of signatories in any document shall be

limited to a maximum of five signatures which shall represent officers directly
supervising the office or agency concerned.

e. Adoption of Working Schedules to Serve Clients Department/Office Heads of

frontline offices shall adopt appropriate working schedules to ensure that all
clients who are within their premises prior to the end of official working hours are
attended to and served even during lunch break and after regular working hours.

f. Identification Card All employees transacting with the public shall be provided
with an official identification card which should be visibly worn during office
hours.

g. Automatic Extension of Permits and Licenses If an office fails to act on an

application and/or request for renewal of a license, permit or authority subject 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: Provided, that automatic extension shall not apply when
the permit, license or authority covers activities which pose danger to public
health, public safety, public morals or to public policy including, but not limited to,
natural resource extraction activities.

SECTION 6. VIOLATIONS AND SANCTIONS After compliance with the substantive

and procedural due process, the following shall constitute violations of this order and
the corresponding penalties:

(a) Light Offense

1. Refusal to accept application and/or request within the prescribed period or

any document being submitted by a client;
2. 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;
3. 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;
4. Failure to render frontline services within the prescribed period on any
application and/or request without due cause;
5. Failure to give the client a written notice on the disapproval of an application
or request; and
6. Imposition of additional irrelevant requirements other than those listed in the
first notice.

The terms prescribed period shall refer to the period specified under the
Citizens Charter.

Penalties for light offense shall be as follows:

First Offense Thirty (30) days suspension without pay and mandatory
attendance in Values Orientation Program;
 Second Offense Three (3) months suspension without pay; and

Third Offense Dismissal and perpetual disqualification from public service.

(b) 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 7. CONTACT CENTER NG BAYAN (HOTLINE 8888) President Rodrigo

Duterte issued Executive Order No. 6 Institutionalizing the 8888 Citizens Complaint
Hotline and Establishing the 8888 Complaint Center which shall serve as a
mechanism where citizens may report their complaints and grievances on acts of red
tape, as defined under Republic Act 9485.

Relative to this, there shall be a Permanent Action Team (PAT) in every local
government units who will answer to endorsed queries, concerns and complaints from
Contact Center ng Bayan Hotline 8888. Since the City HRM Officer is the designated
Bilis Aksyon Partner of the Civil Service Commission Contact Center ng Bayan and
Deputy Head of the Technical Working Group in the continuous implementation of
ARTA, the same shall be the deputy head of the Permanent Action Team together with
the TWG members of the ARTA.

A concrete process shall be established in order to address the complaints coursed

through Hotline 8888.

SECTION 8. PARTICIPATION IN INFORMATION DISSEMINATION ON CITIZENS

CHARTER AWARENESS The City Information Office (CIO) shall actively participate
in the information dissemination campaign of Citizens Charter Awareness program.

SECTION 9. APPROPRIATION The amount necessary to carry out the provisions of

this Ordinance shall be included in the yearly General Appropriations Act of the City.

SECTION 10. SEVERABILITY CLAUSE In the event that one or more of the
provisions of this Code are held invalid or unconstitutional, the remaining provisions
which are severable and not affected shall remain in force and effect.

SECTION 11. REPEALING CLAUSE All city ordinances, executive orders and rules
and regulations inconsistent or in conflict with the provision of this Code are hereby
repealed, amended or modified accordingly.

SECTION 12. EFFECTIVITY This Code shall take effect immediately after the
publication for three (3) consecutive weeks in newspaper of general circulation in the
Province of Pampanga.