QuestionsQuestions (IRR Republic Act No. 11032)
RA 11032 became effective on 17 June 2018, fifteen (15) days after its publication on 2 June 2018 in two (2) newspapers of general circulation.
To guide government agencies and stakeholders in implementing RA 11032 by adopting simplified requirements and procedures to reduce red tape and expedite government transactions.
Any doubt should be resolved in a manner consistent with the policy of integrity and accountability, effective practices for efficient turnaround, and prevention of graft and corruption.
Processing Time is the time consumed by covered offices from acceptance of an application/request with complete requirements and payment of fees up to issuance of approval or disapproval. For multi-stage processes, processing time for each stage commences only when the applicant satisfactorily completes previous stages and submits all requirements for the next stage.
Simple: ministerial/inconsequential issues; Complex: necessitates evaluation of complicated issues; Highly technical: requires technical knowledge/specialized skills/training. The classification controls the maximum processing time and allowable procedures.
A Citizen’s Charter is the official service standard/pledge describing step-by-step procedures, checklist of requirements, responsible personnel, maximum time, fees, and complaint-filing procedures. It supports accountability and is the basis for prescribed turnaround times.
Three (3) days for simple transactions; seven (7) days for complex transactions; and twenty (20) working days for highly technical transactions or activities posing danger to public health, safety, morals, or policy.
It must be understandable to the public (billboards, kiosks, websites, etc.) and contain: (1) a complete checklist of requirements, (2) procedure/steps with duration per step, (3) responsible personnel per step, (4) maximum time to conclude the process, (5) documents to be presented and where to obtain them, (6) fees and where payment is made, and (7) complaint procedure and relevant contact numbers.
Agencies must: (1) set up updated service standards and post improved processing times, (2) classify services into simple/complex/highly technical and submit to the Authority, (3) implement client feedback mechanisms, (4) monitor and periodically review the Citizen’s Charter, and (5) submit a new Citizen’s Charter within ninety (90) working days from effectivity of the IRR or issuance of a new template.
It requires limiting in-person or direct interactions with applicants to preliminary assessment/evaluation of sufficiency of requirements, unless strictly necessary for processing. It encourages transparency and honest service, and prefers electronic submission/communication where available.
Exceptions include: (1) payment of application/other fees, especially where over-the-counter payment is needed (with immediate OR issuance), and (2) for complex and/or highly technical transactions, where an inspection/training/meeting is integral to the process or done upon written request by the applicant.
DICT must launch a web-based software enabled business registration system (within one (1) year from effectivity of the IRR) acceptable to the public, and thereafter all transactions should be coursed through such system.
The agency must only process an application/request if it is complete; if deficient, it must immediately inform the applicant of missing requirements limited to those in the Citizen’s Charter. Processing time starts only once the applicant rectifies deficiencies and submits complete requirements.
Within three (3) working days for simple transactions and seven (7) working days for complex transactions from receipt of complete application/request.
The maximum processing time may be extended only once for the same number of days as prescribed. Prior to lapse, the office must notify the applicant in writing of the reason and final release date; the applicant’s acknowledgement/signature is required (including electronic or scanned signatures where feasible), with proof of notice if acknowledgement is not feasible.
The sanggunian has forty-five (45) working days to act, extendable for another twenty (20) working days. If denied, the reason and remedial measures must be cited.
For multi-stage/highly technical transactions with permits from other agencies, the receiving agency must process without waiting for the other agency’s action, acting on the presumption that the relevant permit has already been issued. This presumption is disputable and subject to post-audit confirmation; if post-audit fails, the issued permit/license is revoked.