What is a Citizens Charter

It is defined as “an official document, a service standard, or a pledge, that communicates, in simple terms, information on the services provided by
the government to its citizens.  It describes the step-by-step  procedure for availing a particular service, and the guaranteed performance level that they may expect for that service.”

Citizen service charterThe Toledo City Citizen's Service charter, edition one as it is aptly called was submitted to the Civil Service Commission (CSC) Regional office on March 27, 2009 and was completed in a span of twenty-three (23) days, easier than the deadline set by the Civil Service Commission Regional Office. It is more than a hundred-page hard bound book that contains a step by step procedure of the frontline external services of the different departments of the City including an office directory complete with contact information and visual graphics in order to familiarize the Toledanos with the officers and staff of each department. With the Toledo City Citizen's service charter, edition one, Toledanos and the citizenry in general , can now find an easy as ABC guide on how to avail a particular government service and at the same time find its way on how to give its feedback on the quality of service rendered.

Contents of the Citizens  Charter

1. Vision and mission of the government office or agency;
2. Identification of the frontline services offered, and the recipients of such services;
3. The step-by-step procedure to obtain a particular service;
4. The officer or employee responsible for each step;
5. The maximum time to conclude the process;  

Document/s to be presented by the client, with a
 clear indication of the relevancy of said document/s;
The amount of fees, if necessary;
The procedure for filing complaints in relation to
requests and applications, including the names and contact
details of the officials/channels to approach for redress;


Allowable period for extension due to unusual circumstances;
i.e. unforeseen events beyond the control of concerned government
office or agency; and
Feedback mechanisms, contact numbers
to call and/or persons to approach for recommendations, inquiries,
suggestions, as well as complaints.

Procedure
Person/s responsible for each step
Maximum  time to  conclude  process
Documents  to  be  presented
Amount  of  fees
Procedure for  filing  complaints

City  Mayor’s Office- Frontline Services ( Examples )

Confidential Staff – Appointments for City Mayor/City Administrator
Administrative – Business Permits, Franchise, Clearances, Documents for  Signature
Tourism /Peso – Tour /Employment
City  Library -  Library Services
CSU -  Information Center
GICS – Request  for  Mgmt. Info  /Repair Services
LIVELIHOOD – Request for  Livelihood  Assistance

Understand your  Frontline Services (External Services )
Know  how  to  handle your  client (s)
Must be open  for  improvement/re-engineering