This is the government's program for the adoption of simplified requirements and procedures that will reduce red tape and expedite all transactions. 

The latest law - Republic Act No. 11032 (Ease of Doing Business and Efficient Government Service Delivery Act of 2018) repealed Republic Act No. 9485 (Anti-Red Tape Act of 2007).

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The Citizen's Charter is required to be submitted every March 31st of the year pursuant to the Implementing Rules and Regulations of RA 11032 otherwise known as the Ease of Doing Business Law and Efficient Government Service Delivery Act of 2018.

It is any regulation, rule, or administrative procedure or system that is ineffective or detrimental in achieving its intended objectives and as a result, produces slow, suboptimal, and undesirable social outcomes.

The 3-7-20 Day Rule prescribes that simple transactions must be completed within three (3) days, complex transactions within seven (7) days, and highly-technical transactions within twenty (20) days. These are all calendar days.

These are application or requests submitted by applicants or requesting parties of a government office or agency which only require ministerial actions on the part of the public officer or employee, or that which present only inconsequential issues for the resolution by an officer or employee of said government office.

These are applications or requests submitted by applicants or requesting parties of a government office which necessitate evaluation in the resolution of complicated issues by an officer or employee of said government office, such transactions to be determined by the office concerned.

These are transactions which require the use of technical knowledge, specialized skills and/or training in the processing and/or evaluation thereof.

Public officials and employees shall limit interactions with an applicant or requesting party to the preliminary assessment and evaluation of sufficiency of submitted requirements of an application or request, unless such interaction is strictly necessary for the processing of request or application.

You can complain to either the Civil Service Commission (CSC) or the newly created Anti-Red Tape Authority. The CSC is the agency mandated to receive, review, hear, and decide on complaints while the ARTA may initiate investigation upon receipt of a complain, refer the same to appropriate agency, or file cases for violations of this Act.

If an employee violates the provisions of the law, he/she will be subject to the penalties stated in the Act namely a six-month suspension for the first offense and a number of penalties including fine with a minimum amount of 500k for the second offense.

This refers to the ability of the government agencies to work together. It also refers to the change in emphasis away from structural devolution, disaggregation, and single-purpose organizations towards a more integrated approach to public service delivery characterized by seamless government transactions, integrated policy design and implementation across several agencies, interoperability or government processes, horizontal coordination, and strengthened linkages among government units.

It also means that government systems and processes work together to provide ease of access and use by the citizens. Implementing the whole-of-government approach implies a more integrated approach to public service delivery, policy making, interoperability of government processes, strengthening vertical and horizontal linkages and coordination among agencies, and clustering of basic services into government to citizens, government to businesses, and government to government, and designating points of service in accordance with the life cycle of citizens and businesses respectively.