IS-177 Evaluation of Business Performance Midyear 2022
Activity 1: Documenting a Business Process
Business Process: Barangay Business Permit Application
Name of Process: Barangay Business Permit Application and Renewal
Requirements Needed:
Valid government-issued ID (original and photocopy)
Barangay clearance
DTI/SEC registration certificate
Location sketch/map of business establishment
Lease contract or property ownership documents
Fire safety inspection certificate (for certain business types)
Sanitary permit (for food-related businesses)
Fees: ₱500.00 - ₱2,000.00 (depending on business type and size)
Maximum Time Duration of Process: 5-7 working days
Person
Step Procedure Service Provided Time
Responsible
Submit application form with Document reception and 30 Barangay
1
required documents initial review minutes Secretary
Document verification and
2 Document validation 1 hour Records Officer
completeness check
Site verification and Barangay
3 Business location inspection 2-3 hours
compliance check Inspector
Assessment of business Barangay
4 Review of inspection report 1 hour
compliance Captain
Payment processing and receipt Fee collection and 30
5 Treasurer
issuance documentation minutes
Barangay
6 Permit preparation and signing Official permit creation 1 hour
Secretary
15
7 Permit release and recording Final permit issuance Records Officer
minutes
* You can refer to the Citizen’s Charter of your barangay LGU, or interview your barangay
officials concerned. College of Computing Studies 1
Activity 2: Business Process Management
1. Business Process Analysis
Step Procedure Problems Possible Solutions Resources Needed
Long queues,
Implement online
Submit application unclear Computer system, internet
pre-application
1 form with required requirements, connection, information
system, create
documents incomplete materials
checklist poster
submissions
Document
Manual process Digital document
verification and Scanner, computer,
2 prone to errors, time- scanning and
completeness verification software
consuming verification system
check
Travel time, Mobile inspection
Business location Tablets/smartphones, GPS,
3 scheduling conflicts, app, scheduled
inspection scheduling software
weather delays appointments
Paper-based reports Digital report
Review of Computer system, digital
4 can be lost, delayed submission and
inspection report signature capability
approval approval system
Manual cash
Payment Digital payment POS system, internet
handling, no
5 processing and options (GCash, connection, bank
alternative payment
receipt issuance online banking) partnership
methods
Manual typing prone Digital permit
Permit preparation Computer system, digital
6 to errors, physical generation and e-
and signing signature software, printer
signing delays signature
Permit release and Manual record- Digital record Database system, backup
7
recording keeping, risk of loss management system storage
2. Improved Business Process Model
[START] → [Online Pre-Application] → [Automated Document Check]
↓
[Schedule Inspection] → [Digital Inspection Report] → [Digital Approval]
↓
[Online Payment] → [Auto Permit Generation] → [Digital Release] → [END]
Key Improvements:
Digitalization: Move from paper-based to digital processes
Automation: Reduce manual tasks and human error
Integration: Connect all steps in a seamless digital workflow
Accessibility: Enable online access and mobile-friendly interfaces
3. Business Process Monitoring Form
Barangay Business Permit Process Monitoring Sheet
Date: ___________ Monitoring Period: ___________
Metric Target Actual Variance Status
Average Processing Time 5-7 days _____ days _____ ⭕ On Track / ⚠️At Risk / ❌ Behind
Application Completion
95% _____% _____% ⭕ On Track / ⚠️At Risk / ❌ Behind
Rate
Client Satisfaction Score 4.0/5.0 ___/5.0 _____ ⭕ On Track / ⚠️At Risk / ❌ Behind
System Uptime (if digital) 98% _____% _____% ⭕ On Track / ⚠️At Risk / ❌ Behind
Error Rate <5% _____% _____% ⭕ On Track / ⚠️At Risk / ❌ Behind
Key Performance Indicators:
Total applications processed: _______
Applications approved: _______
Applications rejected: _______
Average cost per application: ₱_______
Staff productivity (applications per staff per day): _______
Issues Identified:
1.
2.
3.
Corrective Actions:
1.
2.
3.
Prepared by: _________________ Date: ___________
4. Client Feedback Mechanism
Multi-Channel Feedback System for Barangay Business Permit Process
A. Digital Feedback Channels:
1. QR Code Feedback System
o Place QR codes at each service window
o Links to quick mobile survey (2-3 questions)
o Real-time feedback collection
2. SMS Feedback Service
o Text "FEEDBACK [Your Message]" to [Barangay Number]
o Automated acknowledgment system
o Weekly compilation and review
3. Online Feedback Portal
o Dedicated section on barangay website
o Anonymous option available
o Email notifications to administrators
B. Traditional Feedback Channels:
1. Suggestion Box
o Strategically placed at barangay hall entrance
o Weekly collection and review
o Anonymous feedback forms available
2. Customer Service Counter
o Dedicated staff for complaints and suggestions
o Complaint logbook maintenance
o Immediate escalation protocol
C. Feedback Processing System:
1. Daily Monitoring: Check all channels daily
2. Weekly Reports: Compile feedback trends and issues
3. Monthly Review: Barangay Council meeting agenda item
4. Quarterly Action Plans: Implement improvements based on feedback
5. Annual Survey: Comprehensive client satisfaction assessment
Sample Feedback Questions:
How would you rate the overall service? (1-5 stars)
Was the process clear and easy to understand?
How long did your application take to complete?
What can we improve in our service?
Would you recommend our services to others?
Response Protocol:
Acknowledge receipt within 24 hours
Investigate issues within 3 working days
Provide resolution or update within 7 working days
Follow up to ensure satisfaction
