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Republic of the Philippines 
HOUSE OF REPRESENTATIVES 
Quezon City 
NINETEENTH CONGRESS 
Second Regular Session 
HOUSE BILL NO. 10426 
Introduced by Representative Wilbert T. Lee 
AN ACT  
PROVIDING TWENTY FOUR-SEVEN (24/7) FRONTLINE SERVICES, VOICE 
AND NON-VOICE RESPONSE TO INQUIRIES, AND EXTENDED DAYS OF 
OPERATION FOR FACE-TO-FACE TRANSACTIONS 
EXPLANATORY NOTE 
Technology has made it possible for various countries and economies to be connected 
through globalization. As a result, the subject of flexible employment has gained a lot of 
interest both in the private and public sectors. Adjustments in work arrangements and 
working hours have been introduced since the pandemic which was proven to be beneficial to 
clients and the public. One of the solutions to traffic congestion, for instance, was adjusted 
working hours for local government units (LGUs) and mall hours during the December 
Christmas rush. 
We can veer away from the traditional working hours that typically run from 8AM to 
5PM and respond to a 24-hour economy characterized by extended operating hours and the 
use of technology, allowing essential government services to cater to the diverse schedules 
and needs of a 24/7 society. 
Given that 73.6% of Filipinos are internet users and 73.4% are on social media, the 
government should be innovative to maximize what these platforms can offer.1 Internet can 
be used to avail of the services without going to the office and the social media to answer 
queries and provide service.2 Due to its importance, the President has directed all government 
offices to digitalize vital services immediately to attain digital transformation in all offices3. 
1 Datareportal, Digital 2024: The Philippines, 21 February 2024.  
2 David, C.  2016. Social Media Use by Frontline Government Agencies: Review and Recommendations. Public 
Policy Journal XV(2):. 
3 Presidential Communications Office (PCO), ‘PBBM orders immediate digitalization of vital government 
services to boost ease of doing business, combat corruption’, 2023 July 2024.  
May 20, 2024
8:00 am


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Presently, some government offices have already implemented digitalization of some 
of their frontline services—the Department of Environment and Natural Resources (DENR) 
with its E-Frontline System, Social Security System (SSS) for online filing of claims, salary 
and calamity loan applications, the Philippine Statistics Authority (PSA) with its online 
request for birth, marriage, and death certificate, and Certificate of No Marriage Record 
(CENOMAR), and the National Bureau of Investigation (NBI) with its online requests. 
However, it should not end here.  
This measure aims to institutionalize the use of the internet and social media in 
availing frontline services. In line with this goal, the identification of Zero Contact Services 
of government offices is essential. These are frontline services that do not need face-to-face 
interaction and can be made available 24/7 to all Filipinos who have access to the internet. 
Such services are offered by the respective office through their Frontline Service System 
which will implement a zero-contact policy. This way, the hassle of going to the office is 
undertaken only when the document is ready to be released or when necessary. Moreover, the 
constituents do not need to go to the office for their inquiries because there will be an allotted 
response team in every government office for their frontline services.  
In line with the drive to make services more accessible, the frontline services and 
response teams shall operate from Monday to Saturday with extended hours of 7AM to 7PM. 
This is to give people who are mostly working or studying during weekdays from 8AM to 
5PM a chance to avail of the frontline services without compromising their daily tasks.  
The 1987 Constitution provides that the State shall prioritize education, science and 
technology, arts, culture, and sports to foster patriotism and nationalism, accelerate social 
progress, and promote total human liberation and development.4 It is further declared that 
science and technology are essential for national development and progress. The State shall 
give priority to research and development, invention, innovation, and their utilization; and to 
science and technology education, training, and services. It shall support appropriate, and 
self-reliant scientific and technological capabilities, and their application.5 Lastly, the State 
recognizes the vital role of communication and information in nation building.6  
A technology-driven delivery of frontline services is an innovation of maximizing 
what social media and the internet can offer, and making sure that the public benefits from it.   
4 Article II, Section 17, 1987 Constitution. 
5 Article XIV, Section 10, 1987 Constitution. 
6 Article II, Section 24, 1987 Constitution.  


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Republic of the Philippines 
HOUSE OF REPRESENTATIVES 
Quezon City 
NINETEENTH CONGRESS 
Second Regular Session 
HOUSE BILL NO. 10426 
Introduced by Representative Wilbert T. Lee 
AN ACT  
PROVIDING TWENTY FOUR-SEVEN (24/7) FRONTLINE SERVICES, VOICE 
AND NON-VOICE RESPONSE TO INQUIRIES, AND EXTENDED DAYS OF 
OPERATION FOR FACE-TO-FACE TRANSACTIONS 
Be it enacted by the Senate and House of Representatives of the Philippines in Congress 
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assembled: 
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SECTION. 1. Short Title. This Act shall be known as the “24/7 Frontline 
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Government Services Act” 
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Sec. 2. Declaration of Policy.  It is hereby declared to the policy of the State, in 
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accordance with the Constitution, that science and technology are essential for national 
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development and progress. The State shall support indigenous, appropriate, and self-reliant 
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scientific and technological capabilities, and their application to the country’s productive 
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systems and national life. 
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The State also recognizes innovative ways of adapting to the wide use of the internet 
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and social media to transform frontline services and make it more accessible and convenient. 
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The State further recognizes that frontline services have a crucial role in the country’s 
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national life, development, and progress. It is hereby declared as a policy of the State to 
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provide 24/7 Frontline Services, extended hours for frontline services, and an efficient 
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response team for queries. 
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Sec. 3.  Definition – As used in this Act, the following terms are defined, as follows: 
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(1) Frontline Services - refers to the process or transaction between clients and 
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government offices or agencies involving applications for any privilege, right, 
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permit, reward, license, concession, or for any modification, renewal or extension 
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of the enumerated applications and/or requests which are acted upon in the 
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ordinary course of business of the agency or office concerned.7 
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(2) Voice Response Team – refers to civil servants from the office who answer queries 
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from the constituents through their landline for their available frontline services.  
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(3) Non-voice Response Team - refers to civil servants from the office who answer 
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electronic message queries through a platform widely used by the constituents.  
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(4) Zero Contact Services – frontline services that can be delivered without requiring 
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face-to-face interaction. 
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(5) Frontline Service System (FSS) – refers to a single and digital platform providing 
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frontline service to all who can access the internet. 
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Sec. 5. Coverage – The government offices with respective frontline services that 
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shall provide extended hours of operations from seven (7) o'clock in the morning to seven (7) 
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o'clock in the evening and extended days of operations including Saturdays, are: 
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1) Department of Foreign Affairs (DFA)  
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2) National Bureau of Investigation (NBI)  
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3) Land Transportation Office (LTO) 
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4) Professional Regulation Commission (PRC)  
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5) Social Security System (SSS)  
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6) Philippine Health Insurance Corporation (PhilHealth)  
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7) Home Development Mutual Fund (PAGIBIG)  
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8) Government Service Insurance System (GSIS)  
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9) Philippine Postal Corporation (PhilPost)  
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10) Technical Education and Skills Development Authority (TESDA)  
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11) Philippine National Police (PNP) 
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Government offices, including Local Government Units, that offer Zero Contract 
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Services are tasked to provide a Frontline Service System. Other offices that require face-to-
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face interaction in all of their frontline services are not required to create FSS. 
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7 Republic Act 9485 (RA 9485), Sec. 4.  


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Sec. 4. Availability of Frontline Services and Response Team – The frontline 
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services and the response team at the office shall be available and answer the responses from 
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seven in the morning to seven in the evening (7AM to 7PM).  
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Sec. 5. Working Arrangement – The office shall provide a working arrangement to 
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ensure that there will be sufficient personnel to execute the function of the response team and 
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frontline service from 7AM to 7PM. Necessary hiring of additional manpower for the 
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enumerated agencies providing frontline services in Section 5 of this Act are hereby authorize 
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to submit their staffing plan for funding. 
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Sec. 6.  Zero Contact Services - The offices of the government shall provide a list of 
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their frontline services that can be delivered without face-to-face interaction. Services that 
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require the submission of a written document shall not hinder the implementation provided 
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that submission of an electronic document will suffice. The rules on Sec. 7 (7) of the 
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Republic Act No. 8792 shall be observed in determining whether electronic documents shall 
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be accepted or not. The list for zero contact services shall be released within two (2) months 
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upon the effectivity of this Act.  
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Sec. 7. Non-exclusivity of Frontline Service System – Constituents who choose to 
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personally go to the office to avail themselves of the services shall not be rejected due to the 
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institution of FSS. No person shall be deprived of the services due to failure to use the FSS.  
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Sec. 8. Information Dissemination – The office shall disseminate the information 
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about their available Zero Contact Services on their official social media page and site.  
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Moreover, the following shall be used to inform the constituents, but not limited to, 
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posters, signages, and infographics posted in the area where frontline services are being 
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delivered in the office.  
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Sec. 9. Creation of Frontline Service System for Zero Contact Services – The 
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office shall coordinate with the Department of Information and Communications Technology 
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(DICT) on the creation of a system for requests. It shall include the following, but not limited 
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to, uploading of documents, filling up of required information, and mode of payment.  
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The Frontline Service System shall be fully operative in the first year from the 
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effectivity of this Act.  
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Sec. 10. Non-Impairment Clause. - Nothing in this Act shall be construed as to 
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diminish, impair, or repeal rights recognized, granted, or made available to disadvantaged, 
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marginalized, or specific sectors under existing laws. 
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Sec. 11. Separability Clause. - If for any reason, any part or provision of this Act is 
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declared invalid or unconstitutional, the remaining parts or provisions not affected thereby 
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shall remain in full force and effect. 
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Sec. 12. Repealing Clause. - All laws, executive orders, presidential decrees, rules 
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and regulations or parts thereof contrary to or inconsistent with any provisions of this Act are 
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hereby repealed, amended, or modified accordingly. 
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Sec. 13. Effectivity. - This Act shall take effect fifteen (15) days after its publication 
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in the Official Gazette or in two (2) national newspapers of general circulation. 
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