Question & AnswerQ&A (CSC Resolution NO. 081471)
The main objective of Republic Act No. 9485 is to eliminate bureaucratic red tape, promote transparency, improve efficiency in government frontline services, and prevent graft and corrupt practices.
Government entities performing judicial, quasi-judicial, and legislative functions are excluded from the coverage, however, their respective frontline services are included under the Act.
Frontline service refers to the process or transaction between clients and government offices involving applications for privileges, rights, permits, rewards, licenses, concessions, or modifications, renewals or extensions of such, acted upon in the ordinary course of business.
The Citizen's Charter is an official document or service standard that communicates the step-by-step procedures, service standards, and guaranteed performance levels that clients may expect from the government frontline services.
Simple transactions require only ministerial actions or present inconsequential issues for resolution by the government employee. Complex transactions involve discretion in resolving complicated issues by an officer or employee of the government office.
Government offices must determine frontline services, reengineer procedures, and set up their Citizen's Charter within one year from the effectivity of the Rules.
Simple transactions must be acted upon within five (5) working days, and complex transactions within ten (10) working days from receipt of the application or request.
Yes, the head of the office or agency is primarily responsible and accountable and may face appropriate charges under existing laws for failure to comply with the Rules.
Penalties for light offenses include: first offense - 30 days suspension without pay and mandatory Values Orientation Program; second offense - three months suspension without pay; third offense - dismissal and perpetual disqualification from public service.
'Fixer' means any individual who facilitates speedy completion of transactions for pecuniary gain or other advantage, whether officially involved or not. The penalty for fixing is dismissal and perpetual disqualification from public service, and criminal penalties including imprisonment of up to six years and fines.
If a government office fails to act on a renewal application within the prescribed period, the license, permit, or authority is automatically extended until a decision is made, except for expired documents and those posing danger to public health, safety or policy.
Offices must establish a public assistance/complaints desk staffed by knowledgeable personnel available even during breaks, provide hotlines, SMS, or other communication tools, and consider one-stop shops or special lanes for vulnerable groups.
Heads of offices must ensure clients present before closing or during lunch break are served and may adopt working hours from 7 AM to 7 PM, supported by sufficient staff and appropriate staffing mechanisms like rotation, flexi-time, or skeletal staff.
The Report Card Survey is an evaluation tool conducted by the CSC and DAP to measure public satisfaction, operational efficiency, incidence of corruption, and to provide critical evaluations and recommendations for frontline service improvements.
Such individuals are exempt from prosecution for offenses to which their information or testimony relates, provided they comply with conditions like truthful testimony and no previous crime involving moral turpitude.