Business Permits and Licensing System (BPLS) Client Satisfaction Survey

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On Feb. 29, 2012 the National Competitiveness Council held a press conference to announce the results of the Business Permits and Licensing System Client Satisfaction Survey.

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Business Permits and Licensing System (BPLS) Client Satisfaction Survey

  1. 1. CLIENT SATISFACTION SURVEY
  2. 2. SURVEY PERIODThe Survey was conducted from January 11 to February 10, 2012RESPONSE RATEThe Survey was able to generate a total of 763 respondents firmsaround the country. Out of these, 86 responses were received throughonline, 38 through email, 91 via fax and 548 responses were receivedvia mail.
  3. 3. SURVEYRESULTS
  4. 4. TABLE 1 No. of Respondents by Region REGIONS NEW RENEWAL TOTALREGION 1 0 0 A total of 763 respondentsREGION 2 3 3 participated in the survey.REGION 3 3 7 10 Bulk of these respondentsREGION 4A 3 41 44 came from Regions 5, 7,REGION 4B 3 3 NCR, CAR and 10. OtherREGION 5 12 185 197 respondents came fromREGION 6 3 58 61 Regions 2, 3, 4A, 4B, 6, 8, 11, 12, and CARAGA.REGION 7 18 122 140REGION 8 2 2 Additional 87accomplishedREGION 9 0 questionnaires from RegionsREGION 10 8 48 56 5, 6 and 9 were submitted toREGION 11 4 24 28 the NCC but failed to meet the cut-off deadline. NoREGION 12 30 30 responses were receivedCARAGA 13 2 25 27 from Regions 1 and ARMM.CAR 6 74 80NCR 3 79 82TOTAL 62 701 763
  5. 5. TABLE 2 No. of Respondents Applying 8% for Business Permits No. of New/Renewal % RespondentsNew 62 8 92%Renewal 701 92 NewTotal 763 100 RenewMajority or 92 % (701) have filed for the renewal of permits while 8% or (62) have filed fornew permits.A total of 185 LGUs are covered in the survey 72 of which are reported to have alreadystreamlined their BPLS. The remaining 113 may be in the various stages of streamliningefforts.
  6. 6. TABLE3 5% Respondents by Designation (New/Renewal) 18%DESIGNATION NEW RENEW TOTAL % 45%Owner 41 306 347 45 14%Owner/ 8 137 145 19ManagerEmployee/ 19% 2 101 103 14Manager OwnerEmployee/ Owner/Manager 9 127 136 18Staff Employee/ManagerOthers 2 30 32 4 Employee/StaffTotal 62 701 763 100 OthersForty-five percent (45%) of the respondents are owners while 19% are ownermanagers. The rest are either employee/manager and employee staff. Thisprofile holds true for those who renewed their business permits. Those whoapplied for new permits are either owners or employees.
  7. 7. TABLE 4 6% Respondents by Nature of Business 3% (New/Renewal) NATURE OF NEW RENEW TOTAL % 40% BUSINESSAgriculture 6 38 44 6 41%Services 33 283 316 41Mining & 0 7 7 1QuarryingManufacturing, 9%Construction, Agriculture 1% 1 72 73 9Real Estate ServicesDevt. Mining & QuarryingWholesale & 22 285 307 40 Manufacturing, Contruction, real estate Devt.Retail TradeOthers 16 16 3 Wholesale & Retail TradeTotal 62 701 763 100 OthersBulk of the respondents are engaged in services, such as transportation, communication,rentals, food and restaurants (41%) and wholesale and retail trade (40%). Manufacturingaccounts for (9%), while Agriculture (6%), and Mining (1%). Businesses who filed forrenewal are also mostly engaged in Wholesale and Retail Trade, while bulk of those whofiled for new permit are engaged in services.
  8. 8. 2% 1% TABLE 5 Respondents by Business Classification 20% (New/Renewal) CLASSIFICATION NEW RENEW TOTAL %Single 57 529 586 77 77%ProprietorshipCorporation 2 153 155 20Partnership 2 13 15 2 Single Proprietorship CorporationCooperative 7 7 1 Partnership CooperativeTotal 62 701 763 100Majority (77%) are single proprietors followed by corporations (20%) and 2% accounts forpartnership. This profile holds true for those who renewed their permits. For those whofiled new permits, majority are single proprietors.
  9. 9. 3% 2% TABLE 6 Respondents by Type of Ownership (New/Renewal )OWNERSHIP NEW RENEW TOTAL %Filipino 62 666 728 95Joint 95% 0 19 19 3VentureForeign 0 16 16 2 Filipino Joint Venture (Filipino-Foreign)Total 62 701 763 100 Foreign95% of the respondents are Filipino owned, 3% are joint venture while 2% are foreign. 95%of those who filed for renewal of permits are Filipino owned while 100% of those who filedfor new permits are Filipino.
  10. 10. TABLE 7 Respondents by Size of Business 10% (New/Renewal )BUSINESS 12% NEW RENEW TOTAL % SIZEMicro 43 394 437 57 57% 21%Small 14 144 158 21Medium 3 87 90 12Large 2 76 78 10 Micro Small Medium LargeTotal 62 701 763 100More than half of the respondents (57%) are micro enterprises, 21% are small, 12%medium and 10% large. Again, majority of those who filed for renewal and new permitsare micro enterprises. Similarly, this reflects the national profile of establishments asreported in the 2010 List of Establishments of the National Statistics Office, where microenterprises account for 91% of total establishments, followed by small enterprises.
  11. 11. TABLE 8 Respondents by Length of Business 10% (New/Renewal ) 21% YEARS NEW RENEW TOTAL %0-11Months 42 37 79 10 35%1-5 Years 14 252 266 356-10Years 4 260 264 34 34%11 Years & 2 152 154 21above 0-11 months 1-5 YearsTotal 62 701 763 100 6-10 Years 11years & above35% reported that they have been in their business for 1 to 5 years, 34% 6 to 10 years,21% 11 years and above, and 10% with barely a year of operation. Majority of those whorenewed their business permits have been in operation from 1 to 10 years.Surprisingly, 14 of the 62 establishments who applied for new business permits havebeen operating from 1 to 5 years, 4 operating from 6 to 10 years, and another 2 operatingfor more than 10 years.
  12. 12. TABLE 9 1% 2% Respondents by Length of Time 13% 6% (New/Renewal ) 8% TIME NEW RENEW TOTAL % 17%<10mins. 1 3 4 111-30mins. 6 41 47 6 26%31-60mins. 2 17 19 21-2 hours 9 50 59 8 27%Within a day 15 183 198 262-3 Days 15 192 207 27 <10 mins. 11-30 mins.4-5 Days 9 120 129 17 31-60 mins. 1-2 hoursOthers 5 95 100 13 within a day 2-3 days 4-5 days OthersTotal 62 701 763 10027% of the total respondents reported that they were able to acquire their business permitswithin 2 to 3 days, 26% within a day, 17% for 4 to 5 days, 13% for more than 5 days. 16%reported that they were able to get their business permits within 10 minutes to 2 hours.For both new and renewal, majority reported that they were able to get their permits within1 to 3 days.
  13. 13. 3% 4% TABLE 10 Number of Steps 12% (New/Renewal ) 43% NO. OF STEPS/ PROCEDURES NEW RENEW TOTAL % 19% 1 step/procedure 1 23 24 3 2 steps/procedures 3 26 29 4 3 steps/procedures 7 88 95 12 19% 4 steps/procedures 17 128 145 19 1 step/procedure 2 steps/procedures 5 steps/procedures 12 132 144 19 3 steps/procedures 6 steps/procedures or more 22 304 326 43 4 steps/procedures 5 steps/procedures Total 62 701 763 100 6 steps/procedures or moreA total of 43% reported that they underwent 6 steps or more to acquire business permits.38% from 4 to 5 steps, 12% 3 steps, 4% 2 steps, and 3% 1 step. Majority of therespondents for both new and renewal also reported to have undergone 6 steps or morein getting their business permits.
  14. 14. TABLE 11 13% Number of Signatories (New/Renewal )NO. OF NEW RENEW TOTAL %SIGNATORIES 24% 50%1 signatory 12 89 101 132 signatories 21 160 181 24 13%3 signatories 5 91 96 13 1 signatory 2 signatories4 signatories or 3 signatories 24 361 385 50more 4 signatories or moreTotal 62 701 763 100Half of the total respondents reported that it took them 4 or more signatories to approvetheir business permits. 37% reported that it took them only 1 to 2 signatories forapproval, while 13% for 3 signatories.
  15. 15. TABLE 12 Number of Forms 31% (New/Renewal ) 50% FORMS NEW RENEW TOTAL % USED 1 Form 37 343 380 50 19% 2 Forms 11 135 146 19 1 Form 3 Forms 14 223 237 31 2 Forms or More 3 Forms or more Total 62 701 763 100Half of the total respondents reported that they were required to use 1 form in applying fornew and renewal of business permits. 31% were required to use 3 forms or more and 19%2 forms.
  16. 16. TABLE 13 Fees Paid 3% (New/Renewal ) FEES NEW RENEW TOTAL % PAIDYes 61 678 739 97No 1 23 24 3 97%Total 62 701 763 100 Yes No97% of the respondents reported that they paid fees to acquire their business permits,while 3% did not pay but were able to get permit. This profile holds true for those whoapplied for new and renewal of permits.
  17. 17. TABLE 14 2% Respondents by Cost of Fees 5% (New/Renewal) Price New Renew Total % 37%Less than P500.00 4 14 18 2 34%P501.00-1,000.00 8 28 36 5P1,001.00-5,000.00 37 216 253 33 22%P5,001.00-10,000.00 7 157 164 22 Less than P500.00Above P10,000.00 5 263 268 35 P501.00-1,000.00 P1,001.00-5,000.00N/A* 1 23 24 3 P5,001.00-10,000.00Total 62 701 763 100 Above P10,000.0035% reported that they paid more than P10,000.00, 33% paid P1,001.00 to P5,000.00, while22% paid P5,001.00 to P10,000.* N/A – Respondents who did not pay fees
  18. 18. TABLE 15 1% Respondents Issued Receipts or Not (New/Renewal)ISSUED NEW RENEW TOTAL %RECEIPTYes 60 669 729 96No 1 9 10 1 99%N/A* 1 23 24 3Total 62 701 763 100 Yes NoMajority of the total respondents reported that they were issued receipts. However, 10respondents from Regions 4A, 5 and CARAGA reported that they were not issuedreceipts.* N/A – Respondents who did not pay fees
  19. 19. 7% TABLE 16 Respondents by Facilitation Fees (New/Renewal)FACILITATION NEW RENEW TOTAL %Yes 6 51 57 7 93%No 56 650 706 93 Yes NoTotal 62 701 763 10093% reported that they did not pay facilitation fees/grease money in order to securetheir business permits. However, 57 respondents from Regions 2, 4A & B, 5, 6, 7, 10, 11,CAR, CARAGA & NCR paid facilitation fees to process their business permits.
  20. 20. TABLE 17 Respondents by Areas for Improvement 19% (New/Renewal) Rank 1 only New Renew Total % 34% 1. Reduce number of steps 23 240 263 34 and procedures 12% 2. Reduce Transaction 10 81 91 12 Time 3. Publish/Post list of 9% 8 99 107 14 Requirements 12% 4. Publish/Post cost of fees 14% 7 58 65 9 and taxes 1. Reduce number of steps and procedures 5. Improve information dissemination about 2. Reduce Transaction Time 6 85 91 12 process and 3. Publish/Post list of Requirements requirements 6. Establish online 4. Publish/Post cost of fees and taxes application and payment 8 138 146 19 5. Improve information dissemination about systems process and requirements 6. Establish online aplication and payment Total 62 701 763 100 systemsBased on the responses, the following, by order of priority, should be undertaken to improve BPLS:1. Reduce number of steps and 4. Publish/Post cost of fees and taxes (220) procedures (263)2. Reduce transaction time (208) 5. Improve information dissemination about process and requirements (270)3. Publish/Post list of requirements (208) 6. Establish online application and payment systems (379)
  21. 21. 1% 3% TABLE 18 6% 5% Respondents Overall Performance (New/Renewal) PERFORMANCE NEW RENEW TOTAL % 25%1. Extremely 1 8 9 1 Dissatisfied2. Dissatisfied 2 21 23 3 60%3. Somewhat 2 33 35 5 Dissatisfied4. Somewhat 12 177 189 25 Satisfied Extremely Dissatisfied Dissatisfied5. Satisfied 41 421 462 60 Somewhat Dissatisfied6. Extremely 4 41 45 6 Somewhat Satisfied Satisfied SatisfiedTotal 62 701 763 100 Extremely SatisfiedSixty percent of the total respondents reported that they are satisfied with their BPLS intheir respective LGUs, 25% are somewhat satisfied, 5% are somewhat dissatisfied and 3%are dissatisfied.
  22. 22. THANK YOU!

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