CITIZENS ARE ENTITLED to an efficient government service.
Yet, we often hear: Balik na lang po kayo bukas. So many requirements, it leads to delay and even to corruption.
Here are some scenarios that illustrate the requirements of the Anti Red Tape Act. By knowing these principles, we can demand better services from the government.
SCENARIO 1: THE HIDDEN FOURTH REQUIREMENT
A local business permit office publicly posts the required documents and processing time:
• Requirements: Application form, barangay clearance, lease contract
• Processing Time: 3 working days
However, applicants regularly discover—only when they are already at the counter—that the office requires an additional “endorsement letter” from an internal division. Obtaining this endorsement adds another 5–7 days, although it is not on the posted Citizen’s Charter.
When confronted, the division chief says: “We intentionally don’t list it para di magdagsaan. Internal requirement ‘yan.”
Key ARTA Issues Illustrated
• Violation of the Citizen’s Charter transparency rule
• Imposition of unlisted, additional documentary requirements
• Creation of unnecessary layers leading to delays
• Unreasonable discretion of internal offices
Correct Response
Remove all unlisted requirements, update the Citizen’s Charter, and discipline personnel introducing unapproved steps. Conduct a process review to eliminate unnecessary endorsements.
SCENARIO 2: BOTTLENECK AT THE ONLY APPROVING OFFICER
In a provincial office, every document—from travel orders to procurement papers—requires the signature of a single division head who is frequently absent due to field activities.
Backlogs pile up for weeks, causing delayed releases of salaries, equipment purchases, and service delivery. Staff are afraid to escalate the issue, saying:
“Si Sir lang talaga ang pwedeng pumirma. Ganun na‘yan for years.”
Because of the long queue, a culture forms where some pay “express routing fees” to staff who have access to the division head.
‘Introduce a delegated approval structure, limit the documents requiring top-level sign-off, track processing times digitally, and create monitoring dashboards for accountability.ARTA trainings are key to efficient service.’
Key ARTA Issues Illustrated
• Failure to implement workflow continuity (absence of an alternate signatory)
• Inadequate reengineering of internal processes
• Fixer vulnerability due to bottlenecks
• Unreasonable processing times due to unnecessary centralization
Correct Response
Appoint an officer-in-charge or next-in-rank alternate signatory; revise the internal delegation matrix; ensure processing continues despite absences; eliminate unnecessary points of approval.
SCENARIO 3: THE QUEUE THAT NEVER MOVES
A frontline service office serving walk-in clients has a number queuing system, but the monitors routinely show “Now Serving: Counter Closed.”
Personnel are inside, but:
• Some are processing personal online orders
• Some are idle because their computers are “under repair” for weeks
• Only one window is consistently open
• Supervisors avoid the area to prevent confrontation with irate clients
Citizens wait 4–5 hours, and senior citizens faint in line.
Key ARTA Issues Illustrated
• Failure to provide adequate frontline service
• Underutilization of personnel, causing artificial delays
• Non-compliance with the “No Noon Break” and full-service obligation
• Creation of undue burden on vulnerable clients
Correct Response
Reassign staff to frontline counters, ensure full deployment, repair equipment immediately, enforce full operation of windows, and implement strict performance monitoring.
SCENARIO 4: CONFLICTING AND CHANGING INSTRUCTIONS
A government branch issues clear guidelines in the Citizen’s Charter for firearm licensing. After applicants submit documents, the receiving officer says: “Sir, ibana po ang requirements—kailangan ng neuro exam from our accredited partner clinic only.”
When applicants protest that the new requirement is not posted, the officer insists that they “just follow verbal orders from the regional office.” Applicants must now pay ₱2,800 for the exam instead of the usual ₱1,200 from other accredited providers.
Key ARTA Issues Illustrated
• Unannounced rule changes not reflected in Citizen’s Charter
• Restriction of choices leading to possible collusion
• Lack of consistency and transparency across field offices
• Increased financial burden on citizens
Correct Response
Suspend unposted requirements, update the Citizen’s Charter properly, investigate the unilateral restriction to a single clinic, and require written directives for any procedural change.
SCENARIO 5: INTERNAL DELAYS MASQUERADING AS “BACKLOG”
A public housing agency has a posted processing time of 7 days for occupancy certificates. In reality, documents sit in the inbox of a mid-level supervisor for 3–4 weeks because he prioritizes internal events (team building, sportsfest committees, etc.).
To handle complaints, the office posts a sign: “Due to heavy backlog, processing time may extend to 30 working days.”
Key ARTA Issues Illustrated
• Unauthorized extension of processing time
• Poor internal workflow, creating artificial backlogs
• Masking internal inefficiency as “heavy volume”
• Violation of the office’s own Citizen’s Charter
Correct Response
Conduct time-and-motion evaluation, realign staff workloads, enforce accountability for internal delays, and restore the legal processing time.
SCENARIO 6: RED TAPE IN DIGITAL TRANSFORMATION
An office launches an online application system, but after submitting online, applicants are still required to:
• Print the same documents
• Submit them physically
• Get them stamped
• Wait for another online confirmation
The combined process takes longer than the old system. Some clients who cannot visit frequently end up hiring “online fixers” who offer to “push the online application internally.”
Key ARTA Issues Illustrated
• Failure to streamline processes during digitalization
• Duplication of online and physical requirements
• Increased opportunities for intermediaries
• Poor integration of ICT solutions
Correct Response
Remove redundant steps, validate documents electronically, establish backend integration, and ensure online submission replaces physical submission.
SCENARIO 7: THE DISAPPEARING EMPLOYEE
A frontline office has “No Noon Break” posted on the wall. But from 11:30 AM to 1:30 PM, all personnel disappear, leaving only a security guard who keeps saying: “Sir/ma’am, balik na lang po kayo mamaya.”
Clients who cannot return (especially those who traveled far) lose an entire day.
Key ARTA Issues Illustrated
• Violation of continuous frontline service policy
• Poor scheduling and workforce management
• Disregard for Citizen’s Charter indicators
Correct Response
Implement staggered break schedules, ensure at least one window remains open, assign a break-time supervisor, and enforce accountability for disappearing personnel.
SCENARIO 8: INTERNAL “ROUTING SLIP ECONOMY”
To process a document, the applicant must get signatures from seven offices scattered across three floors. Employees tell them: “Wala kaming messenger. Kayo na lang magdala para mabilis.”
Each office’s staff demand “facilitation snacks” or “pang-load” to sign the routing slip. Even internal staff from other divisions suffer from the same burden.
Key ARTA Issues Illustrated
• Creation of unnecessary physical movements and excessive signatories
• Violations of ARTA’s requirement for streamlined processes
• “Hidden costs” imposed on applicants
• Development of a culture of petty corruption due to complexity
Correct Response
Automate routing, reduce signatories, create a single receiving and releasing unit, and prohibit frontline offices from requiring applicants to manually route documents.
SCENARIO 9: THE MYSTERY OF THE MISSING QUEUE NUMBERS
The office releases queue numbers only at 7:30 AM. However, by the time citizens arrive at 7:45 AM, all numbers for the day are gone—even though the office opens at 8:00 AM.
Rumors circulate that employees reserve queue numbers for:
• Relatives
• “Preferred clients”
• People who pay fixers operating outside
CCTV shows staff handing queue stubs to individuals before opening hours.
Key ARTA Issues Illustrated
• Manipulation of queueing system
• Failure to ensure fair and transparent service
• Opportunity for fixer operations
• Breach of ARTA’s equal access standards
Correct Response
Implement digital queueing or time-based appointments, investigate personnel, require queue release only upon opening hours, and standardize queue distribution procedures.
SCENARIO 10: THE “FOR YOUR SIGNATURE ONLY” SYNDROME
An office receives public complaints about slow processing. Upon audit, it is discovered that 65% of the delay happens at the stage where documents are awaiting the department head’s signature.
The department head claims: “I am protecting integrity. I need to review everything myself.”
However, documents pile up endlessly, with some languishing for months.
Key ARTA Issues Illustrated
• Over-centralization of approval authority
• Unreasonable processing delays
• Lack of delegation
• Misunderstanding of ARTA’s requirement for streamlined internal processes
Correct Response
Introduce a delegated approval structure, limit the documents requiring top-level sign-off, track processing times digitally, and create monitoring dashboards for accountability.
ARTA trainings are key to efficient service.