The LGU’s service standard manual known as the “CITIZEN’S CHARTER” is born out of the issuance of Republic Act No. 9845 otherwise known as “An act to improve efficiency in the delivery of government service to the public by reducing bureaucratic red tape, preventing graft and corruption, and providing penalties therefore”. The act mandates all government agencies including departments, bureaus, offices, instrumentalities, or government-owned and/or controlled corporations, or local government or district units to set up their respective service standards, in the form of information billboards to be posted at the main entrance of offices or the most conspicuous place, and in the form of published materials written either in English, Filipino, or in the local dialect, that detail the step-by-step procedures in obtaining a particular service, the responsible person for each step, maximum time to conclude the process, the documents to be presented by the client, amount and fees, if necessary and the procedure for filing complaints.
This service standard manual is the fruit of labor of all departments with frontline services giving the public-client the access on how to avail a particular service. This serves as a guide to clients who need the services of the LGU, thus, making it easier for them to follow simple instructions and comply the needed requirements in attaining and/or securing the needed documents and/or particular service. This will also eliminate fixers in the bureaucracy as the client will be properly guided and properly informed on what steps to make.
We hope that through this manual, everybody will be properly guided.