[CITIZEN’S CHARTER] CITY OF CALAMBA HOW TO USE THE GUIDEBOOK The City of Calamba’s Citizen’s Charter is a product of careful consideration, assessment and evaluation of the City Government of Calamba. In its commitment to provide for more than the basic needs of its constituency, the City Government under the able and dynamic leadership of Honorable Mayor Joaquin M. Chipeco, Jr. has been continuously seeking ways to uplift the lives of the Calambeños. The Citizen’s Charter is divided into three (3) parts which consists of the following: Part 1 is made up of the Introduction, Messages, the city’s Vision and Mission, Performance Pledge and Service Standards; Part 2 is made up of the identified service standards of the city, highlighted by the frontline services it offers; and Part 3 contains the Feedback and Redress Mechanism along with a directory of the city’s government offices. Each frontline service is presented in a manner that will be easy for the common Calambeño to follow and understand. The ARTA Team has taken great pains in ensuring that each entry is complete and up-to-date to enable its clientele to easily follow the steps and finish their transactions in the least possible time. The city’s clients are also given a chance to help in further improving the services being offered by the city government through the feedback and redress mechanism. This instrument has been designed to encourage people’s participation in improving the frontline services provided by the city. A Guidebook of the City of Calamba’s Frontline Services 1 CITY OF CALAMBA [CITIZEN’S CHARTER] PERFORMANCE PLEDGE We, the Officials and Employees of the City Government of Calamba do hereby pledge that: J - We will continuously uphold a JUST dealing with clients regardless of their gender, religion, and/or socio- economic status M - This Charter will serve as a MANAGEMENT tool, which fosters a culture of continuous organizational improvement C - We are COMMITTED to CONFORMING with the service standards hereby stated. A Guidebook of the City of Calamba’s Frontline 2 Services [CITIZEN’S CHARTER] CITY OF CALAMBA VISION By 2015, Calamba with its God-loving community shall be a dynamic Regional Growth Center, having a well-balanced economy focusing on trade and industry strengthening, upgrading of agricultural productivity as well as enhancement of tourism and historic assets, carried out in a manner that promotes people-centered growth and ensures sustainable development. MISSION The Local Government of Calamba fully commit to oversee the welfare and well-being of our constituents, through a strong and development- oriented political leadership, aided by a highly motivated and responsive bureaucracy, with a deep sense of recognition on people’s participation, all steadfast and uncompromising in the effective and efficient delivery of basic and essential socio-economic services, and pro-actively adopting itself to a dynamic environment of growth and development. A Guidebook of the City of Calamba’s Frontline Services 3 CITY OF CALAMBA [CITIZEN’S CHARTER] RATIONALE AND OBJECTIVES It is the policy of the State to promote integrity, accountability, and proper management of public affairs, and establish effective and positive measures against graft and corruption in government. Towards this end, Republic Act No. 9485 or the Anti-Red Tape Act (ARTA) of 2007 was enacted. The Anti-Red Tape Law or the ARTA redefines public service by putting the interest of the public first and foremost as the end goal of government service delivery. It mandates all government agencies and instrumentalities to deliver public service in the most efficient and effective manner. It aims to remove red tape by doing away with cumbersome procedures in the provision of frontline services to the public through the formulation of Citizen’s Charter in every government agency and instrumentality. Hence, this Citizen’s Charter aims to: 1. Have an improved and more streamlined systems and procedure in public service delivery; 2. Reduce incidence of corruption; 3. Improve citizen’s trust and confidence in government; and 4. Increase productivity and efficiency brought about by the adherence of public servants to service standards. SERVICE STANDARDS • No application or request shall be returned without appropriate action (may it be approval/disapproval of the same) A Guidebook of the City of Calamba’s Frontline 4 Services [CITIZEN’S CHARTER] CITY OF CALAMBA • Action should not be longer than five (5) working days for simple transactions and ten (10) working days for complex transactions • Document should only be limited to five (5) signatories • Frontline service provider should consistently wear official identification card or any means to identify him/her when transacting with the public • Respective offices should provide appropriate schedule in rendering frontline services to ensure that all clients who are within their premises prior to the end of official working hours are attended to and served even during lunch break and after regular working hours ( offices may prefer 7am to 7pm shift subject to the adoption of certain personnel mechanisms such as but not limited to rotation system among office personnel, sliding flexi-time, reliever system particularly during peak times of the transactions or providing adequate personnel during lunch and snack times • Telephone calls should be answered within 2 rings • Walk-in clients should be acknowledged within 2 minutes of entry • Service providers must be polite and courteous to clients A Guidebook of the City of Calamba’s Frontline Services 5 CITY OF CALAMBA [CITIZEN’S CHARTER] MESSAGE OF THE CITY MAYOR This Citizens Charter is a product of the collaborative effort of the different offices and departments of the City Government of Calamba, participant non- government organizations (NGOs), the Department of the Interior and Local Government and other private stakeholders. This compilation of frontline services clearly shows the processes and fees involved in availing of the various frontline services the city has to offer that can be done in the least possible time with the least possible inconvenience to our constituents. The processes and procedures involved were meticulously evaluated and streamlined for a faster and more efficient delivery of basic public services. We hope that in using this as a guide, our fellow Calambeños will experience hassle-free and red-tape-free transactions with the City Government. Every effort has been made to ensure that the delivery of services to our beloved constituents remains unhampered. Mabuhay! JOAQUIN M. CHIPECO, JR. City Mayor A Guidebook of the City of Calamba’s Frontline 6 Services [CITIZEN’S CHARTER] CITY OF CALAMBA TABLE OF CONTENTS 1. OFFICE OF THE CITY MAYOR ………………………………………………………… 9 2. OFFICE OF THE CITY ADMINISTRATOR ……………………………………………. 17 3. ACCOUNTING AND INTERNAL CONTROL OFFICE ……………………………… 21 4. AGRICULTURAL SERVICES DEPARTMENT …………………………………………… 29 5. ASSESSMENT OFFICE ……………………………………………………………………… 47 6. BUDGET MANAGEMENT OFFICE ………………………………………………………… 60 7. BUILDING REGULATORY SERVICES DEPARTMENT …………………………….. 65 8. BUSINESS PERMITS AND TRICYCLE FRANCHISING OFFICE ………………… 81 9. CALAMBA CITY COLLEGE ……………………………………………………………………… 97 10. CIVIL REGISTRY …………………………………………………………………………………… 108 11. COOPERATIVES AND LIVELIHOOD DEVELOPMENT DEPARTMENT ……….. 121 12. CULTURAL AFFAIRS, SPORTS AND TOURISM DEPARTMENT ………………… 142 13. ENGINEERING SERVICES DEPARTMENT …………………………………………… 147 14. ENVIRONMENT AND NATURAL RESOURCES DEPARTMENT ……………….. 156 15. GENERAL SERVICES OFFICE ……………………………………………………………………… 178 16. HEALTH SERVICES DEPARTMENT ………………………………………………………… 184 A Guidebook of the City of Calamba’s Frontline Services 7 CITY OF CALAMBA [CITIZEN’S CHARTER] 17. HUMAN RESOURCE MANAGEMENT OFFICE …………………………………………….. 197 18. HOUSING AND SETTLEMENTS DEPARTMENT ……………………………………………. 220 19. INFORMATION, INVESTMENT PROMOTIONS AND EMPLOYMENT SERVICES OFFICE ………………………………………………………………………. 233 20. LEGAL OFFICE …………………………………………………………………………………….. 260 21. PLANNING AND DEVELOPMENT OFFICE ……………………………………………. 266 22. POPULATION MANAGEMENT OFFICE ………………………………………………………….. 290 23. PUBLIC ORDER AND SAFETY OFFICE …………………………………………………………… 294 24. SANGGUNIAN PANLUNGSOD …………………………………………………………… 301 25. SOCIAL SERVICES AND YOUTH DEVELOPMENT DEPARTMENT ……………………. 304 26. TREASURY MANAGEMENT OFFICE ……………………………………………………………. 332 27. VETERINARY SERVICES DEPARTMENT ……………………………………………………………. 346 A Guidebook of the City of Calamba’s Frontline 8 Services [CITIZEN’S CHARTER] CITY OF CALAMBA OFFICE OF THE CITY MAYOR Request for Organizational Support Request for Individual Assistance Request for Heavy Equipment Services Walk-in Problems Senior Citizens Identification Card Financial Assistance to Senior Citizens (Medical Assistance) Financial Assistance to Senior Citizens (Hospitalization Assistance) Financial Assistance to Senior Citizens (Burial Assistance) Addressing Complaints of Senior Citizens (Establishments not granting 20% discounts to Senior Citizens) Access to the Use of the Senior Citizens Bus A Guidebook of the City of Calamba’s Frontline Services 9 CITY OF CALAMBA [CITIZEN’S CHARTER] REQUEST FOR ORGANIZATIONAL SUPPORT Office of the City Mayor Frontline Service : Request for Organizational (NGOs, PO Support (Cash or In-kinds) Output : Request granted as approved Requirements : Canvass of items/services requests Processing Procedure Responsible Person Time 1. Submission of request 5-10 working Receiving Clerk letter for evaluation and