REVENUE MEMORANDUM CIRCULAR NO. 130-2021 issued on December 31, 2021 publishes the full text of Inter Agency Task Force (IATF) Memorandum Circular (MC) No. 2021-2 titled “Supplemental Guidelines on the Grant of the Performance-Based Bonus (PBB) for Fiscal Year (FY) 2021 under Executive Order (EO) No. 80, s. 2012 and EO No. 201, s. 2016”.
For FY 2021, agencies must submit evidence of accomplishments of the criteria and conditions provided in Section 4.0 – Performance Results, Process Results, Financial Results, and Citizen/Client Satisfaction Results. Agencies are encouraged to include in their submission all explanations and justifications for deficiencies and non-achievement of targets.
The following requirements shall be attained by the agencies in compliance with the FY 2021 PBB criteria and conditions:
A. Performance Results. Agencies must ensure the uploading of the quarterly Budget and
Financial Accountability Reports (BFARs) on the Department of Budget and Management- Unified Reporting System (DBM-URS), in a timely manner within thirty (30) days after the end of each quarter. The quarterly BFARs shall be used in the assessment of the FY 2021 Performance Results accomplishments of the agencies. For deficiencies or non-attainment of FY 2021 targets, justifications must be submitted together with the 4th quarter BFAR to the DBM thirty (30) days after the end of the 4th quarter of FY 2021.
B. Process Results. For the assessment of accomplishments under Process Results, Departments/Agencies may submit to the AO25 Secretariat evidence and/or documentation of ease of transaction through one or a combination of the following:
i. Report objectively verifiable evidence of achievements in ease of doing business or
ease of transaction for frontline services covering all government-to-citizens,
government-to-business, and government-to-government transactions using Form A
as provided in Annex 3 of MC No. 2021-1. The report should highlight the tangible
improvements from the viewpoint of the transacting public in terms of access,
turnaround time, transaction costs, documentary and other requirements.
ii. Report on the digitization initiatives or digital transformation of frontline and nonfrontline services through the development of electronic or online and/or paperless
application systems, payment systems, new service delivery channels, contactless
transactions, and other process improvements using information technology. The
report should highlight the tangible results of digitization in terms of ease of doing
business or ease of transaction from the point of view of the transacting public.
iii. Standard operating procedures, manual or documentation of service delivery
standards for frontline and non-frontline services of the agency, including those
implemented at the Regional, Satellite, and Extension Offices. The report should
highlight the tangible results of standardization of the frontline and non-frontline
services in assuring ease of transaction and doing business with the agency.
iv. Valid ISO QMS certification or equivalent certification of frontline and nonfrontline services of the agency, as of 31 December 2021. The certificate must
indicate the scope of certification
C. Financial Results. Same as the Performance Results, the agencies must ensure the uploading of the quarterly Budget and Financial Accountability Reports (BFARs) on the DBM URS, in a timely manner within thirty (30) days after the end of each quarter. The submitted FY 2021 Financial Accountability Reports (FAR) No.1 Statement of Appropriations, Allotments, Obligations, Disbursements, and Balances or SAAODB shall be he basis in determining the FY 2021 budget utilization rate (BUR) accomplishment of agencies. As mentioned in MC No. 2021-1, the requirement for the FY 2021 Financial Results is the total Disbursements BUR of agencies. The total Disbursements is net of transfers to the Procurement Service (PS), Philippine International Trading Corporation (PITC), and other implementing agencies which have not been delivered. See Section 4.3 of MC No. 2021-1 for reference of the computation.
Further, reiteration on the other BUR requirements under Financial Results as prescribed in Section 4.3 pertaining to the BUR for GOCCs, agencies with fund transfers, and the BUR for SUCs including the Earmarked Income.
D. Citizen/Client Satisfaction Results. Agencies shall submit to the AO25 Secretariat the
results of the FY 2021 Citizen/Client Satisfaction Survey (CCSS) and may provide
evidence on the resolution of reported complaints from Hotline #8888 and Contact
Center ng Bayan (CCB) received in FY 2021.
a. FY 2021 CCSS
Agency reports on the CCSS should follow the prescribed requirements and rating
scale as stated in Annex 4 of MC No. 2021-1 Guide in Conducting the CCSS. The
report should include a description of the methods and rating scale used in determining
the FY 2021 Overall Satisfaction Score for its services.
The agencies shall report the overall agency rating in the service quality
dimensions and overall agency citizen/client satisfaction score for the reported
services.
b. Resolution of Reported Complaints from Hotline #8888 and CCB
i. In consideration to its first year of implementation, the requirements under this
target shall only cover the resolution rate of agencies to the complaints received
from Hotline #8888 and CCB in FY 2021. Agencies may submit reports, evidence,
and/or documentation summarizing the Hotline #8888 and CCB complaints
received in FY 2021 and their status if resolved or pending, as complemented in
the data gathered from Hotline #8888, CCB databases, and the monthly reports
provided by the Office of the President and the Civil Service Commission to all
agencies.
ii. Reported complaints and grievances shall cover government service and
procedures of the agencies, acts of red tape, corruption, and/or other interferences
to public service delivery by any government agency, individuals, or
instrumentalities.
iii. To determine the resolution and compliance rates to Hotline #8888 and CCB
complaints, agencies may refer to the following:
| PORTALS | RESOLUTION RATE | COMPLIANCE RATE |
|---|---|---|
| Hotline #8888 | The percentage of tickets acted upon or closed tickets by a government agency against the total number of endorsed tickets by the Hotline #8888 Citizen’s Complaint Center (CCC) without consideration of the 72-hour period to take action as prescribed in Executive Order (EO) No. 6, s. 2016 | The percentage of tickets acted upon or closed tickets by a government agency within the 72-hour period to take action, as prescribed in EO No. 6, s. 2016 |
| Contact Center ng Bayan (CCB) | Negative feedback on government services, processes, and procedures lodged through the CCB are considered resolved after the agency has responded to the referral and provided detailed action taken to correct the reported dissatisfaction and prevent its re-occurrence. If the particular concern cannot be acted upon, the agency has to provide an explanation as to why it cannot be addressed. The negative feedback will be considered resolved upon receipt of the reply/explanation from the agency. If the complaint involves an administrative case, the CCB will still forward the negative feedback to the agency and will request an update on the status of the case. Upon receipt of the reply, the CCB will inform the customer of the feedback from the agency and will consider the ticket resolved. | Percentage of negative feedback resolved by the agency within the prescribed timeline of 72 hours over the total number of negative feedback received within a particular period |
For Hotline #8888, a concrete and specific action shall refer to the actual and
factual action to the complaint. It must be within the mandate of the agency and a
clear, specific, and relevant response to the concern of the caller. As much as the
circumstances permit, the caller shall be given advice on the concrete and specific
action taken or feedback on the status of the concern until its resolution, and the
agency shall inform the #8888 CCC, through their respective #8888 Agency
Portals, of the action taken on the complaint, concern, or request. The #8888 CCC
requires proof of concrete and specific action taken and proof of communication
to the caller.
iv. The requirements under the Citizen/Client Satisfaction Results shall be scored
following this modified rating scale:
| TABLE 5: RATING SCALE FOR CITIZEN/CLIENT SATISFACTION RESULTS | ||||
|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 |
| No submission/ Did not conduct CCSS | Low satisfaction rate with unresolved #8888/CCB complaints | Average to high satisfaction rate with unresolved #8888/CCB complaints | Average satisfaction rate with 100% #8888/CCB complaints resolved | High satisfaction rate with 100% #8888/CCB complaints resolved |
Provided in Section 5.0 of MC No. 2021-1, agencies shall institutionalize compliance to
existing government-mandated laws and standards, and the requirements under Agency Accountabilities. The Performance Management Team of the agency shall continue to implement, monitor, and enforce compliance with these requirements within their agencies and shall directly report or submit to the validating/oversight agencies.
As stated in Section 3.0 of the Guidelines in the Conduct of Early Procurement Activities (EPA) as a Requirement for the Grant of the PBB, to be eligible for the PBB, the Procuring Entities that receive budgetary support from the National Government based on the National Expenditure Program are required to successfully undertake EPA for at least 50% of the value of its Eligible Procurement Projects (EPPs). Procuring Entities shall submit an EPA Certification under Oath to the GPPB-TSO on or before 31 January of the fiscal year through email: earlyprocurement@gppb.gov.ph.
For reference to the deadline of submissions, agencies shall refer to the Agency Accountability Timelines document provided by the AO25 Secretariat following the issuance of MC No. 2021-1. Agencies may also directly coordinate with the validating/oversight agencies should there be any clarifications or separate guidelines pertaining to the FY 2021 requirements under this section