Guidelines on the Implementation of the

Citizen’s Charter
A
R T
A

MEMORANDUM CIRCULAR
A
R
C O V E R A G E

Shall apply to all government offices and agencies that

provide services covering business-related and nonbusiness
transactions as defined in these Rules. (Section 1, Rule II of
the IRR of R.A. 11032)
3 FORMS OF POSTING THE CITIZEN’S CHARTER

INFORMATION WEBSITE
HANDBOOK ENTRY
BILLBOARD
CITIZEN’S CHARTER
INFORMATION BILLBOARD
• No prescribed template and
manner of writing
• May only contain the priority
services of each office
• Posted at the main entrance or
at the most conspicuous place
within the office premises
At least contain the following
information:
WEBSITE
ENTRY
• External services
• Requirements
• Processing fee, if any
• Processing time
• Name of the person
responsible per step
• Procedure for filing of
complaints
 CITIZEN’S CHARTER Contain the following information:
HANDBOOK AND WEBSITE i. Agency Profile (Mandate, Vision, Mission,
Service Pledge)
ii. List of all government services offered by
the agency,
iii. Service Specifications
• Service Name and Description
• Classification of Service (Simple,
Complex, Highly Technical)
• Placed at the windows/counters of each frontline
office • Type of Transaction (G2C, G2B,
• May follow the suggested template provided in G2G)
Reference B • Who may Avail
• Follow the prescribed manner of writing in
Reference B • Checklist of Requirements
• Contain all of the government services of the • Steps and Procedures
agency • Fees to be Paid
• The softcopy of the Citizen’s Charter –
Handbook shall be uploaded in the official • Processing Time
website of the Agency • Person Responsible per Step
S U G G E S T E D T E M P L AT E & F O R M AT
PRESCRIBED MANNER OF WRITING
AGENCY PROFILE
Mandate Mission
• Brief statement about the • Focus on how the
legal basis, main government will attain its
functions, directives, and vision in the future and
purposes focuses on what is currently
being done to achieve the
vision

Vision Service Pledge

• Indicate the long-term • Declaration of guaranteed
directions and/or goals of commitment to specific
the government agency service standards of
performance and behavior
EXAMPLE

REMINDERS/POINTERS
• Enables agencies to re-introduce themselves to the citizens

• Use this opportunity to give the citizens assurance and

commitment in providing efficient and honest services

• Entries should be concise, informative, and complete

• Refer to the legal mandate and goals of the agency

• From this page onwards, the official logo of the agency shall be
placed at the top rightmost corner of every page
COMPLETE LIST OF
SERVICES
 Serve as the table of contents of the Citizen’s
01 Charter

Contain the complete list of all government services in

02 the Citizen’s Charter

All service offices and/or departments shall be listed

03 hierarchically and shall be further categorized into SERVICE
CATEGORIES: Internal or External

In each service category, all government services

04 shall be listed in alphabetical order
SERVICE HEADER
Shall contain the complete name of the service
office and the service category of the
succeeding service specifications.

This is to properly subdivide the indicated list of

government services in the Citizen’s Charter
Handbook.
 EXAMPLE

CENTRAL OFFICE CENTRAL OFFICE REGIONAL OFFICE I

External Services Internal Services External Services

5 20 27
 SERVICE
SPECIFICATIONS
# Service Name
Description of the Service

Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
SERVICE NAME/DESCRIPTION SERVICE NAME
- Official Name of the Service
- Shall be numbered

SERVICE DESCRIPTION
- Tells the clients the purpose of the
service as well as other pertinent
information about the service
OFFICE OR DIVISION
OFFICE OR DIVISION

- Tells the clients which office

or division offers the service
CLASSIFICATION CLASSIFICATION
• 3 classifications of services:
• Simple
• Complex
• Highly Technical

• Make sure to classify each transaction

properly as this will signal the clients
on both the intricacy and the length of
the process
 TYPE OF TRANSACTION
- There are 3 types of transactions:
- G2C – for services whose client is
TYPE OF TRANSACTION the transacting public
- G2B – for services whose client is a
business entity
- G2G – for services whose client is
another government agency,
government employee or official
- One government service may fall under
more than one (1) type of transaction
EXAMPLES
 WHO MAY AVAIL
# Service Name
Description of the Service

Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

MANNER OF WRITING:
CLIENT STEPS • ACTION
AGENCY For services where any
FEES TO BE citizen is eligible,
PROCESSING write RESPONSIBLE
PERSON “All.”
PAID TIME
• For services that are aimed for a specific group or type of
people, list them down one-by-one
TOTAL:
 EXAMPLE
Overseas Filipino Workers and Migrants, Remittance Beneficiaries of legal age, able to read and write,
Who may avail:
and not suffering from any legal disability

Who may avail: All

Person with Disability, Solo Parent, Senior Citizens, Indigent Residents, Unemployed people and sick
Who may avail:
people who are undergoing long term medication

Who may avail: Students and out-of-school youth from ages 15-30 years old

Who may avail: All who is 18 years and above

 CHECKLIST OF
REQUIREMENTS
# Service Name
Description of the Service

Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
 STANDARD REQUIREMENTS SITUATIONAL REQUIREMENTS
(MANNER OF WRITING) (MANNER OF WRITING)

Document 1 (# of copies needed Agency/Mother Office – Specific Type of Case

per type of copy)
Document 2 (# of copies needed
per type of copy)
Document 3 (# of copies needed
per type of copy)
Document 4 (# of copies needed
per type of copy)
Office/Division/Desk
Agency/Mother Office – Specific
Office/Division/Desk
Agency/Mother Office – Specific
Office/Division/Desk
Agency/Mother Office – Specific
Office/Division/Desk
Document 1 (# of copies needed
per type of copy)
Document 2 (# of copies needed
per type of copy)
Type of Case
Document 3 (# of copies needed
per type of copy)
Agency/Mother Office – Specific
Office/Division/Desk
Agency/Mother Office – Specific
Office/Division/Desk
Agency/Mother Office – Specific
Office/Division/Desk
 REMINDERS/POINTERS
• ALL requirements should be completely listed in the Complete Checklist of
Requirements
• Any requirement not written in the checklist will be invalid and will be considered
as additional requirements
• Be specific as possible in stating where each requirement can be secured. Point out
the specific government office, division, and desk, if possible
• For requirements needing one (1) copy, please indicate the number “one (1)” after the
requirement as well as specify if it is an original copy or photocopy
• For services that do not need requirements, write “None”
• Do not leave anything blank
EXAMPLE

(1 photocopy)
(1 photocopy)

(1 photocopy)

(1 photocopy)
 CLIENT STEPS
AGENCY ACTIONS
# Service Name
Description of the Service

Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
MANNER OF WRITING: MANNER OF WRITING:
• Action – Location of Action – • Describe the actions taken
Reminder, if any • For agency actions that are
• Number each client step – should more than 1, use the
be parallel with the Agency numbering scheme: 1.1, 1.2,
1.3, 2.1, 2.2,2.3 etc.
Actions

REMINDERS/POINTERS
• ALL steps to be completed by the Citizen and the Agency should be listed in the designated field
• Any additional step demanded from the citizen that is not listed in the Citizen’s Charter is not allowed
• Government employees and officials shall not deviate from the specified actions in the Citizen’s
Charter
• Situational actions from both the client and the agency should be listed in the Citizen’s Charter
• Government services sometimes have 1 Client Step and multiple Agency Actions
EXAMPLE
# Service Name
F E E S T O B E PA I D
Description of the Service
( P E R S T E P & T O TA L )
Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
For standard fees:
Type of Fee – Type of Currency (Acronym in all capitals) Amount

For fees varying case to case:

Enumerate the breakdown or list the amount to be paid
instead
For fees in tabular form:
Put the table of fees right after its corresponding Service Specification
Table
For fees that vary due to an equation:
Write the equation

If fees are not required:

Write “None”
 REMINDERS/POINTERS

• ALL fees to be paid by the client should be listed in the

designated field
• Any additional fee demanded from the citizen that is not listed
in the Citizen’s Charter is not allowed
• For other currencies and denomination, please follow the
prescribed manner of writing
• Be specific as possible when indicating the amount to be paid
• RANGING OF FEES IS NOT ALLOWED
• Write the equation instead
• DO NOT LEAVE ANYTHING BLANK
EXAMPLE
O f s e r v i c e w i t h f o r m u l a

Tax payment – AV x 1% x 10 years x 2

Other Examples
(Basic & SEF)

Total

Total
EXAMPLE
O f “ s e e t a b l e b e l o w ”

Total
# Service Name
P RO C E S S I N G T I M E
Description of the Service
( P E R S T E P & T O TA L )
Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
Manner of writing:
# of Day/s, # of Hour/s, # of Minute/s

For services covered by special laws or constitutional bodies:

# of Day/s, # of Hour/s, # of Minute/s and state the sentence citing the
special law “Service is covered under RA ####” at the bottom of the
Service Specification Table

For services under multi-stage processing:

# of Day/s, # of Hour/s, # of Minute/s and state the sentence ”(Service
Name) qualified for multi-stage processing” at the bottom of the
Service Specification Table
 REMINDERS/POINTERS
• The Total Processing Time should be within the timeframe set by the
law for the different classifications of government services and
transactions:
o Simple Transactions should not take more than 3 days to process.
o Complex Transactions should not take more than 7 days to
process.
o Highly Technical Transactions should not take more than 20 days to
process.
o Different types of citizens may take different steps to complete the
same transactions (i.e. enrollment between a new student, an old
student, a transfer, and a foreign student).
 REMINDERS/POINTERS
• For government services under multi-stage processing, the
total processing time may exceed 20 days.
• For government services covered by special laws, the 3-7-20
rule may not apply.
• The waiting time in processing or completing the requested
government service shall be included in the Total Processing
Time.
• The indicated total processing time shall cover the end-to-end
process of the service.
 EXAMPLE
Processing Time Processing Time

5 Hours
5 Hours
15 Days
5 Days
3 Days

3 Days
3 Hours

4 Hours 10 Days

5 Minutes
9 Days, 1 Hour
29 Days, 5 Minutes Total
(Service Name) is covered under R.A. ####
Total
 P E R S O N R E S P O N S I B L E
# Service Name
Description of the Service ( P E R S T E P )
Office/Division:
Classification:
Type of Transaction:
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

FEES TO BE PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
PAID TIME

TOTAL:
If the person responsible is not changing daily:
Write the Designation and Office

If the person responsible are frequently changing or are under

contract of service:
Write the Designation and Office of the IMMEDIATE SUPERVISOR
EXAMPLE Person Responsible
Administrative Aide II
Mayor’s Office
Or
Communication Equipment Operator I
I N F O R M A T I O N Mayor’s Office
Administrative Aide II
B I L L B O A R D Mayor’s Office
Or
Person Responsible Communication Equipment Operator I
Mayor’s Office
Lyla Santos
Supervising Officer, MMVM
Local Treasury Operations Officer II
Carl Ramos Office of the Municipal Treasurer
Division Chief, LGPMD
Administrative Aide II
Mayor’s Office
Carl Ramos Or
Division Chief, LGPMD Communication Equipment Operator I
Mayor’s Office

Althea Dela Torre

Director II, LGPMD HANDBOOK
FEEDBACK AND
COMPLAINTS
MECHANISM
 Feedback Submission:

01 include the names and contact numbers of the government offices and/or divisions
involved in processing feedback. It shall also show how and when the citizens can
follow up on their feedback

Feedback Processing:

02 Contain the detailed procedure on how the government agency processes the
submitted feedback, including the waiting time until an answer is provided to the
citizen, if necessary

Complaint Filing:

03 include the name/s and contact number/s of the person/s responsible and the office
and/or division involved in processing the applications and requests. It shall also show
how and when the citizens can follow up on their complaints.

Complaint Processing:

04 Contain the detailed procedure on how the government agency processes the
filed complaints, including the waiting time until a response is provided to the
complainant/s.
Also include the following hotline:
• 8888 - Presidential Complaints Center
• 0908-8816565 - CSC Contact Center ng
Bayan
• 478-5093 - Anti-Red Tape Authority
EXAMPLE
LIST OF OFFICES
 Office
01 It shall show the list of all Offices included in the
Citizen’s Charter

Address
02 It shall contain the specific address of each
Office included in the Citizen’s Charter

Contact Information
03 It shall contain the contact information of each Office
included in the Citizen’s Charter
 ISSUANCE OF CERTIFICATE OF
COMPLIANCE

CERTIFICATE OF COMPLIANCE

• The head of the government agency shall issue a CoC to

ensure compliance of the agency to the mandates of RA
11032.

• To be submitted to the Authority using the template provided in

Reference C.

• The head of the government agency shall submit soft copies

(in text-searchable PDF format) of the Citizen’s Charters and
the CoC to the Authority through the email address:
compliance@arta.gov.ph
 TIMELINE

TIMELINE

• July 25, 2020

• Deadline of submission of Citizen’s
Charter and the Notarized Certificate of
Compliance
 REMINDERS
WEBSITE LINKS
Memorandum Circular No. 2019-002
http://arta.gov.ph/pages/downloads/Signed_Memorandum_Circular_No._2019-
002_Series_of_2019.pdf

Reference B: Citizen’s Charter Handbook Template

http://arta.gov.ph/pages/downloads/Citizen_s_Charter_Handbook_Template_with_Instru
ctions_20190813.pdf

Reference C: Certificate of Compliance Template

http://arta.gov.ph/pages/downloads/Certificate_of_Compliance_Template_20190813.pdf
For Comments and Suggestions

Email: Compliance@arta.gov.ph
info@arta.gov.ph

Anti-Red Tape Authority

@artagovph

www.arta.gov.ph
THANK YOU