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CITIZENS CHARTER a Service Guide to Our Customers City Government

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CITIZENS CHARTER a Service Guide to Our Customers City Government CITIZENS CHARTER A Service Guide to our Customers City Government of Zamboanga Philippines 2017 TABLE OF CONTENTS I. Brief Introduction. 2 1.1 Backgrounder on the Charter . 2 1.2 Vision . 2 1.3 Mission . 3 1.4 Maps of Zamboanga City Offices 1.4.1 City Hall Building. 4 1.4.2 N.S. Valderosa & Pettit Barracks. 5 1.4.3 Tetuan and Tumaga Complex. 6 1.4.4 San Roque Motorpool. 7 II. Frontline Services Offered . 8-124 III. Performance Pledge . 125 IV. Officer Directory / Contact Information . 125-126 V. Redress Mechanism . 127 VI. Customer Feedback Form . 128-129 VII. Annexes 7.1 Zoning Schedule of Fees (Annex A) . 130 1 I. BRIEF INTRODUCTION 1.1 Backgrounder on the Citizen’s Charter The Anti-Red Tape Law also known as the Republic Act No. 9485 essentially redefines public services by putting the interest of the public first and foremost as the end goal of government service delivery. Thus, it mandates all government agencies and instrumentalities to deliver public service in the most efficient manner for the sake of the convenience of the public. It intends to remove red tape by doing away with cumbersome procedures in the government agencies’ provision of services to the public. Republic Act 9485 seeks to prevent graft and corruption in the government and at the same time, improve efficiency in government service delivery. It also helps promote integrity and accountability in government service requiring all government agencies to set up respective Citizens’ Charter. Citizens’ Charter provides details of the government services to guide the public on how to go about accessing such services, and guaranteed performance level that they may expect for the services. In particular, it describes: a. the step by step process to obtain a particular service; b. the persons responsible for each step of the process of getting the service; c. the maximum time to conclude the process; d. the documents or requirements to be presented by the customers (if applicable); e. the amount of fees to be paid by the customer (if applicable) f. the procedure for filing complaints (if the customer is not satisfied with the service). Zamboanga City has developed a user-friendly Citizens’ Charter handbook which aims to harness and deliver the best customer service experience in government transactions. The Citizens’ Charter creates an improved culture of public service excellence that will give customers easy access to information and government services of the highest quality. 1.2 Our Vision “A Metropolitan City with rich unique history, culture and natural resources that is the gateway to the ASEAN as the Economic hub Southwestern Mindanao, with a robust biodiversity and sustainable development that is globally competitive where investments thrive through good governance, and inclusivity and where people are God-loving, empowered, resilient, safe and secure in unity, peace and harmony.” 2 1.3 Our Mission a) Improve the quality of life of its citizenry through sound local governance that delivers efficient and effective basic services and provides the necessary infrastructure; b) Preserve and promote its rich history and cultural heritage, protect and develop its natural resources; c) Establish itself as a global player in the transshipment of goods and services in the ASEAN Region, particularly in the BIMP-EAGA as the “international gateway of the region” 3 4 NS VALDEROSA STREET PETIT BARRACKS 10 PETIT BARRACKS 5 TETUAN TUMAGA COMPLEX 6 SAN ROQUE MOTORPOOL 7 II. FRONTLINE SERVICES OFFERED A. Business and Investment 1. Issuance of New Business Permit – Business One-Stop Shop (BOSS) 2. Renewal of Business Permit – Business One-Stop Shop (BOSS) 3. Issuance of Fishery Permits and Licenses 3.1 Fishery Establishment 3.2 Fishing Boat 3.3 Fishery Structure 4. Issuance of Veterinary Inspection Certificate as a requirement for Business Permit 5. Issuance of Locational Clearance for Business Permit 6. Issuance of Locational Clearance for Building Permit 7. Issuance of Subdivision Approval for Simple Subdivision 8. Issuance of Preliminary Approval for B.P. 220 and P.D. 957 9. Issuance of Development Permit for Building Permit for Projects under B.P. 220 and P.D. 957 10. Issuance of Environmental Certifications / Clearance for Dealer of Minor / Regulated Forest Products 11. Issuance of Environmental Certifications / Clearance for Manufacturer / Dealer of Hollow Blocks 12. Issuance of Environmental Certifications to Extract Sand & Gravel and Other Quarry Resources / Filling Materials within Private Lot 13. Issuance of Environmental Certifications for Industrial Firms 14. Issuance of Building Permit 15. Issuance of Occupancy Permit 16. Renewal of Tricyle Franchise 17. Registration of Instrument of Weights and Measures 18. Issuance of Owner’s Copy of Updated Tax Declaration 19. Issuance of Certification 19.1 Property Holdings 19.2 No Improvement / With Improvement B. Social Welfare 1. Assistance of individual in crisis situation 1.1. Transportation (Balik-Probinsya) 1.2 Medical 1.3 Burial 1.4 Natural / Manmade Disaster victims 2. Special Program for Employment of Students (SPES) 3. Persons with Disability (PWD) 3.1 Persons with Disability ID 3.2 Provisions of Assistive Device 3.3 Assisting Complaint on the Violation of Rights and Privileges for Person with Disability 4. Burial Assistance 4.1 Embalming 4.2 Casket 4.3 Transportation 8 C. Health 1. Issuance of Medical Certificate 2. Outpatient Service 3. Laboratory Service 4. Dental Service 5. X-Ray Service 6. Issuance of Burial Permit 7. Issuance of Health Certificate 8. Issuance of Sanitary Permit D. Information and Others 1. Issuance of: a. Sanggunian documents and certifications b. Verbatim transcript of records / minutes of sessions / meetings / hearings 2. Provisions of Library Services 3. Registration of Birth 4. Registration of Marriage 5. Registration of Death 6. Registration of Court Order / Decree, Legal Instruments 7. Issuance of Certified copies of Civil Registry Documents 8. Delayed Registration of Birth 9. Delayed Registration of Marriage 10. Delayed Registration of Death 11. Delayed Registration of Court Order / Decrees, Legal Instruments 12. Application / Issuance of Marriage License 13. Filing of Petition for Correction of clerical error and Change of First Name/ Petition to Correct the Day and/or Month in the Date of Birth or Sex under the provisions of Republic Act no. 9048 & 10172 14. Other Registry Services 15. Procedure for the Release of Apprehended Driver’s License 16. Issuance of Permit for the conduct of activities regulated by City Ordinances (Motorcade, Parade, Recorida, Rally, Processions, Product Exposure, hang Streamers and similar materials) 17. Issuance of Burial Contract for the conduct of Burial Services Regulated by City Ordinance No. 394 18. Issuance of Tax Clearance 19. Issuance of Official Receipts for Payment of Taxes, Fees, Rentals and other charges 20. Issuance of Mayor’s Clearance / Certification 21. Request for Mayor’s Assistance 22. Assessment of Business Taxes 23. Assessment of Other Taxes, Fees and Charges 24. Retirement of Business 25. Deputation and Liquidation of Collections of Barangay Treasurers 26. Payment of Salaries and other Monetary Claims 27. Issuance of Certified Records 28. Issuance of Service Records and Certificate of Employment 9 29. Issuance of Certification of Leave Credits Balance 30. Administration and Training Services 31. Research and Planning Services 32. Operations and Warning Services 10 A. BUSINESS AND INVESTMENT 1. ISSUANCE OF NEW BUSINESS PERMIT - BUSINESS ONE-STOP SHOP (BOSS) About the Service: This service can be availed at the City Permits and Licenses Division, Office of the City Mayor, Ground Floor, City Hall - Main, Zamboanga City, by any person and all establishments who wish to legally operate a new business as mandated by law under Zamboanga City Revenue Ordinance 92- 008. Clients: Business establishments and individuals engage business Pre-application Requirements: 1. Accomplished application form 2. DTI/SEC/CDA Registration 3. Occupancy Permit/Contract of Lease 4. Barangay Clearance 5. 2x2 picture of owner/permitee/manager Other Requirements (Depending on the Type of Business): 1. Locational Clearance 2. Health and Sanitary Permit 3. Fire Safety Inspection Certificate 4. Fishery Permit (for Fishery-based businesses) 5. OCENR Clearance (for business involving Lumber and Sand & Gravel) 6. Veterinary Clearance (for poultry, live-stock and farm-based business) 7. Community Tax Certificate (Renewal year) 8. Other national offices’ clearances Taxes and Fees: 1. Barangay clearance 2. Locational clearance See schedule of Fees 3. Health and Sanitary Permit See schedule of Fees 4. Business Tax Based on Capital – see schedule of fees 5. Regulatory Fees See schedule of Fees 6. Fire Safety Inspection Certificate Ten percent (10%) of the business tax and regulatory fees 7. Fishery Permit (for Fishery-based businesses) 8. OCENR Clearance 9. Veterinary Clearance 10. Community Tax Certificate Based on Gross Income How to avail the service: IT WILL FOLLOW THESE STEPS TAKE PLEASE APPROACH YOU 1. APPLICATION. Secure Business 5 mins. Corazon I. Cairo Application Form from issuing Licensing Officer III officers and fill it up. (Permits and Nelson N. Aizon Licenses Division, Office of the City Mayor) Licensing Officer II 11 IT WILL FOLLOW THESE STEPS TAKE PLEASE APPROACH YOU Jovyson C. Yeo Licensing Officer I Maria Louella M. Mandi Licensing Officer I Staff encodes the application 2 min. Corazon I. Cairo Licensing Officer III Nelson N. Aizon Licensing Officer II Jovyson C. Yeo Licensing officer I Maria Louella M. Mandi Licensing Officer I 2. ASSESSMENT (BACKROOM Less than Backroom operation: Representative OPERATIONS) 30 mins of each LGU regulatory offices and National agencies 1. City Treasurer’s Office Client waits for the one-time assessment 2. City Planning and of all fees and charges. Development Office 3. City Engineers – Building Division 4. City Health Office 5. City Agriculturist’s Office 6. City Veterinarian’s Office 7. City Tourism 8. OCENR 9. Bureau of Fire and Protection 3. PAYMENT and RELEASE of 5mins 4 counters - City Treasurer BUSINESS PERMIT.
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