Single-Window Transaction - Modified Business One-Stop Shop (SWiT-MBOSS)

                                                              

Single-Window Transaction - Modified Business One-Stop Shop (SWiT-MBOSS)

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Solution proposed by: 
Business Permits and Licensing Office (BPLO) of the City Government of Muntinlupa
In a Nutshell: 
The Single Window Transaction - Modified Business One-Stop Shop is the system implemented by the Business Permits and Licensing Office for processing business permit application and renewal. It consists of three simple steps during the taxpayer's interface with just one staff to end of the transaction within thirty minutes.
Where and When: 
Implemented by the Local Government - City of Muntinlupa (Philippines), the streamlined, three-step Modified Business One-Stop Shop or MBOSS was implemented in the third quarter of 2013. Its innovative Single-Window Transaction or SWiT feature was a value added on the system design in February 2015.
Challenges: 
The SWiT-MBOSS is a product of the commitment of the BPLO to continually improve service quality for its clients. The initiative was implemented to make processing of business permit applications simpler and faster, which also serves as an incentive to businesses and entrepreneurs for their contribution in fostering economic activity in the city. It is also an innovative approach to the business registration process as a strategic tool to attract investments and boost local enterprise growth. Also, the improved efficiency of processes results to significant increase in revenue collection, thereby making more financial resources available for crucial social development programs.
Innovation: 
The SWiT-MBOSS is an innovative system that improves on the Business One-Stop Shop design where various offices involved in the issuance of business permits are located in a common area. Aside from the streamlined process for business permits consisting of just three steps and a 30-minute standard processing time, it has also done away with having to interact with different personnel through each step. The SWiT-MBOSS thus facilitates accomplishment of BPLO's mandate to regulate businesses in the city in a more efficient manner, while also enhancing Muntinlupa City's local economy and competitiveness as an investment destination.
Concept: 
Streamlined, straightforward systems and methods employed by private companies was the benchmark or model used by the Business Permits and Licensing Office of the City of Muntinlupa for coming up with the SWiT-MBOSS. Said systems are characteristically uncomplicated and more efficient when compared to procedures implemented in public sector organizations, thus, more responsive to the requirements of needs of clients. Likewise, the SWiT-MBOSS is an endeavor in the direction of pursuing and effecting reforms in government systems and processes in order to promote efficiency, transparency and accountability. The streamlined process of the SWiT-BOSS significantly reduces bureaucratic red tape. The business-friendly practice also eliminates opportunities for corruption because taxpayers are assured they will secure their business permits in thirty minutes or less, provided documents submitted are compliant. For new enterprises as well as existing businesses, the faster permit application process enables them to start their operations sooner. This means that revenues and employment can be generated more rapidly. By this, the businesses effectively contribute to productivity and impact the local economy in a positive manner. Thus, the SWiT-MBOSS contributes to the accomplishment of the city's mission of creating economic growth and development that is broad-based and characterized by inclusiveness and sustainability.
Description: 
The MBOSS is the most streamlined version of the Business One-Stop Shop (BOSS) which the Muntinlupa City Government initially adapted in the 1990's. From the earlier scheme with fourteen steps, it was simplified to twelve, until reduced further to just six steps. Thus, processing time was substantially reduced. This initiative earned Muntinlupa City the Most Business-Friendly City award from the Philippine Chamber of Commerce and Industry in 2001 and 2002, and a special citation from the same in 2006. The program was also replicated by various local government units in the country. The BPLO re-engineered the system in August 2013 into the Modified Business One-Stop Shop, further simplifying it into three steps. The whole permit application process was shortened to thirty minutes. It was institutionalized with Executive Order No. 15 series of 2014 which adopted its year-round implementation as the system of the City Government in the application for, processing of, and issuance of business licenses and permits. The Modified Business One-Stop Shop was then redesigned to feature the innovative Single Window Transaction (SWiT). Implemented in February 2015, the SWiT was institutionalized through Executive Order No. 14. Before, a taxpayer had to interact with at least three personnel. Now, the SWiT limits this to only one. With the usual change or transition from one staff to another in the course of a transaction eliminated, total processing time is proportionately shortened. With the SWiT-MBOSS, processing averages thirty minutes, though there are many instances when transactions are completed in a fraction of that interval as documented in transaction slips filed each work day. The procedure can be consummated faster because the examination of application documents, assessment and issuance of order of payment, acceptance of payment, issuance of receipt, and release of the approved permit, are all done through one person.
Impacts: 
SWiT-MBOSS has increased the satisfaction of clients with business permit application process. Its three-step, 30-minute and single-interface features facilitate the accomplishment of BPLO's function of regulating businesses more efficiently, while enhancing Muntinlupa City's business climate and competitiveness as well. The initiative is also a banner or showcase for the local government as a best practice. Moreover, the streamlined process has contributed to improved collection efficiency. For 2015, business taxes collected exceeded income targets for the year by more than 20%. The system also impacted BPLO staff performance and productivity, significantly boosted by the substantial rise in customer satisfaction.