TAGUIG CITY HALL CASE STUDYTABLLE 1: TAGUIG TRANSACTIONS AND SERVICES

Process No. of steps Cost Location office Time Satisfa

ctionInformati

on access

Civil Documents            Birth certificate 3 No fees Civil Registrar office , NSO,

Registration division 7-10 mins 4 4Death certificate 3 No fees

Marriage 4

Php 200 - late processing for less than 2 years

Civil Registrar office , NSO, Registration division

7-10 mins , after scheduled date 3-25 mins

3 4

   

Php 500- late processing for more than 2 years, Out of town process

Miscellaneous taxes divison   3 4

SECPA 2 Php 152 NSO,Civil Registrar office 3 Days 4 4

Marriage License 6 Php 300

Miscellaneous taxes divison, Makati social welfare, Civil Registrar office, Family planning seminar, Makati health dept. Civil registrar

2 weeks 4 4

Pre-nuptial agreement 2 Php 3054 Civil Registrar office,

Miscellaneous taxes divison 3-5days 3 4

Civil marriage 1 Php 300 RTC /MTC judge 1 4 4

Foundling 5 Php 104Miscellaneous Registrar office, Miscellaneous taxes divison

  3 4

Benefit card            

Yellow Card 2 Php 20 Makati Health Program office , Makati action center

after interview 4 5

National I.D. 3 Php 45 Office for senior citizens affairs, Barangay office

20 mins and after submission to barangay office

4 5

Blu card 1   Makati social welfare dept. 1 Week 3 5

             Employment            

employment 2 No fees Barangay ,PUBLIC 5-10 mins 4 3

opportunities EMPLOYMENT SERVICE OFFICE

Gov. Internship 2 No feesBarangay ,PUBLIC EMPLOYMENT SERVICE OFFICE

  3 3

SPES 2 No feesBarangay ,PUBLIC EMPLOYMENT SERVICE OFFICE

  4 5

Training for employment and entrepreneur

1 No fees Makati Training, Placement and consortia   4 3

COOP   No feesbarangay ,Makati cooperative development office, govt agency

  3 4

             legal service            Barangay complaint 1   Liga ng barangay   3 4Legal counseling 1   Law dept.   3 4Legal opinion 1   Law dept.   3 4Notarial 1   Law dept.   3 4             

Permit & clearance   See figure for reference        

Locational Clearance -business permit

9  

Barangay

2-4 days 4 5

DTISECLatest real property taxCTBusiness permit sectionCity building officialszoning adminDOH-Health

Locational Clearance -Building permit

7  

Barangay

3-4 days 4 5

Real property taxTCTDENRDEEDS OF ABSOLUTE SALECity building officialszoning admin

Mayor's permit 3  Health department

1 day 3 4business tax divisionBusiness permit section

Business permit 15   Business permit section 1-2 days 4 5Real property taxTctDTISECBarangay mayor's permit process

SSSBIRFire safety officeBUSINESS PERMIT OFFICEENGINEERING DEPTCITY ADMINBUISNESS TAX DIVBILL ASSESMENTHEALTH DEPTBUSINESS PERMIT OFFICE

HEALTH CERT FOR FOOD HANDLER

3 Php 140

ENVIRONMENT HEALTH AND SANITATION 10min

4 4CASHIER , LICENSE DIV 35minPERMIT DIV  

             

HEALTH CERT FOR NON FOOD 3 Php 140

ESD 11 4 4CASHIER LICENSE

PERMIT DIV             

sanitary for water refilling station business

5 Php 200

Environment Health and sanitation

5 days 3 4

miscellaneous divEnvironment Health and sanitationcashier licenseEnvironment Health and sanitation 

             

special permit 6 it depends

business permit office

1 4 4

city adminmiscellaneous tax divbpolicense divcity admin 

bids 3 No fees

bids and awards office

wait for letter 4 5gen. service deptbids and awards office 

mayor's clearance2 Php 25

miscellaneous taxes and fees division   4 4

  law deptSocial welfare service            

mobility aid 3 No fees

Makati social welfare and development office

1-2 days 4 4office of the mayorMakati social welfare and development office

             

pwd id 1 No fees Makati social welfare and development office 1-2 days 4 4

women victim of abuse 4 No fees

Makati social welfare and development office counselingLegal dept.public attorney’s office

  4 4

 

violence against women 3 No fees

Makati social welfare and development officecounselingmcpd it depends 3 4

  

miscellaneous tax                         real property tax 1

it depends

real tax dept 7 min 4 4electronic tax payment 1     4 4

tax declaration 4appraisal div   4 4

tax mapping division      

assessor’s office 3days    

real tax dept.             

securing realty tax 1it depends realty tax 14 min 4 4                  

Customer satisfaction survey

Shows the customers satisfaction on the services of the city hall in each department.

CIVIL DOCUMENTS

Areas 1 2 3 4 5

How spacious and comfortable is the layout

How accessible is the venue How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation

application form easy to understand

is the process flow easy to follow

is the application brief and easy to fill out

system orderly, systematic and practical

EMPLOYMENTAreas 1 2 3 4 5

How spacious and comfortable is the layout

How accessible is the venue How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation

application form easy to understand

is the process flow easy to follow

is the application brief and easy to fill out

system orderly, systematic and practical

LEGAL SERVICEAreas 1 2 3 4 5

How spacious and comfortable is the layout How accessible is the venue How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation application form easy to understand is the process flow easy to follow is the application brief and easy to fill out system orderly, systematic and practical

PERMITSAreas 1 2 3 4 5

How spacious and comfortable is the layout How accessible is the venue

How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation application form easy to understand is the process flow easy to follow is the application brief and easy to fill out system orderly, systematic and practical

SOCIALAreas 1 2 3 4 5

How spacious and comfortable is the layout How accessible is the venue How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation application form easy to understand is the process flow easy to follow is the application brief and easy to fill out system orderly, systematic and practical

BENEFIT CARDAreas 1 2 3 4 5

How spacious and comfortable is the layout How accessible is the venue How was the behavior of the staff providing you the service in terms of the following: courtesy , service orientation application form easy to understand is the process flow easy to follow is the application brief and easy to fill out system orderly, systematic and practical

ISSUES AND PROBLEM

Identified Issue Urgency Impact Feasibility AverageFinal rank

Process/Technology resource gap slow process/ long process time 9 10 10 9.666667 2manual issuance of receipts 8 9 9 8.666667 5submissions of numerous forms with duplication of required info 6 7 9 7.333333 7lack of standards 6 7 9 7.333333 7repetitious steps 7 8 9 8 6separate assessments of fees 7 8 9 8 6physical resource gap cramped office 10 10 10 10 1Offices to transact with are not contiguous. It’s far from each other 10 10 10 10 1poor office design 10 10 10 10 1lack of facilities 10 10 10 10 1lack of information posting on process 9 9 10 9.333333 3schedule of fees 8 9 10 9 4inaccessible process 10 10 10 10 1human resources 8 9 9 8.666667 5inadequate frontlines 8 9 9 8.666667 5unskilled frontlines 8 9 9 8.666667 5unaccommodating front liners 8 9 9 8.666667 5insufficient coordination among offices 8 9 9 8.666667 5financial resources gap insufficient budget for skills enhancement training 8 9 9 8.666667 5