There should always be a visible, readable, and understandable citizen's charter posted in the government office stating all the required documents for a process, how long the process should take, who is in charge, and necessary fees. If the actual process doesn't match what's written on the Citizen's Charter, that is a violation of the law.
Presence of a Help Desk
Every office is required to have Public Assistance and Complaints Desk where citizens can ask about necessary requirements, proper process flow, and where things are located. Also, this is where you can file complaints and grievances for experiences of bad service. By law, there should ALWAYS be someone manning the help desk, ready to answer your questions.
Presence of Senior Citizen and People With Disabilities (PWD) Lane
Every office should be designed in such a way that it accommodates senior citizens and PWD through the presence of a special lane for them. Public service should always be accessible to ALL and not just a few.
All rejected applications require a written explanation
By law, government offices are required to accept all applications. These applications can either be accepted or rejected. If they are rejected, a written explanation should be provided stating the reason why the application was rejected in the first place. This is to help the citizen get his/her application approved should they try to apply again.
Expected behavior of Government Employees
Given they are in the service sector, there are certain expectations. By law, frontline government employees must be courteous, must give correct information, and most importantly, should always wear an ID. When you want to complain about someone who was rude or asked for a bribe, you should be able to get their name so you can file a formal complaint.
ALL FORMS OF BRIBERY are illegal and can be reported.
Get their names and hold them accountable. Just because people are doing it, it doesn't make it right. When we pay a bribe, we support and fund the system of corruption. Government service should be easily accessible to everyone, not just people who can pay a bribe. Think of the person who came a long way only to have his/her application delayed or not processed at all so that the bribe-payer can be accommodated. Not everyone can afford the extra Php500, and for some that's the money they put aside for their commute back home.
Good service should be the norm, not something we get when we pay a bribe. By doing things the right way, we are showing our officials that we hold them to a high standard of service.
Heads of Office are Accountable to Whatever Happens within their office
The head of the office (mayor, director, chairman, etc.) must ensure that they are rendering efficient, accessible, and reliable service. Not acting upon feedback of citizens and not being aware of shady transactions happening in the office is tantamount to negligence of duty. If the head of office is sincerely dedicated to providing excellent service, he or she should act on violations of the law within the office and ensure proper enforcement of the law.
There should be a limit of 5 signatures asked per application
Many times we are passed around from one office to another saying we need the signature of this person or that person in order to proceed. There are also those times that the entire process is delayed because of the absence of a certain signatory. By law, there should be a maximum of only 5 signatures per application. If the signatory is absent, second in command should be the one to sign on his/her behalf.
We are firm believers of the feedback loop. Ranting on Facebook and Twitter will only get you so far. If we use proper channels for feedback, we have a chance of actually turning these complaints into cases which can later on lead to reform. To ensure our grievances are heard, use the Public Assistance and Complaints Desk or you can also report straight to the Contact Center ng Bayan www.contactcenterngbayan.gov.ph Œæ/ 1-65-65 / 0918 88816565.
Applications or requests must be acted upon immediately
By law, each submitted application must be acted upon within 5-10 working days (or less) from date of receipt. Anything beyond that is already a violation of the law. If we've been waiting for months for something so simple, then you know something fishy is going on. Report it so that they know you are monitoring. There have been some success stories facilitated by the Contact Center ng Bayan, it's worth a shot!
No Noon Break Policy
Frontline government office should be operational for the entire duration of the published working hours. This is not to say that employees are not allowed to eat, but that they should have at skeletal crew working through the break. They are encouraged to take on shifts, and go on rotation so that at all times, someone is there to entertain the citizens. They are also required to remain open for the entire duration of their operating hours.
MINOR OFFENSES include: refusal to accept application/request within the prescribed period, failure to act on application/request, failure to attend to clients during noon break and prior to then end of working hours, failure to render frontline services within the prescribed period without a valid cause, failure to give client a written notice of disapproval, imposition of additional and irrelevant requirements other than those listed in the CC.
Penalties: 30-90 days suspension without pay and mandatory attendance in Values Orientation Program, dismissal and perpetual disqualification from public service.
GRAVE OFFENSES include: fixing activity both as facilitator inside and outside the office Penalty: Dismissal and perpetual disqualification from public service, imprisonment (not more than 6 years), fine of Php20,000-200,000Œæ