neda 12
CITIZEN’S CHARTER
Table of Contents TITLE
PAGE
Foreword
i
Table of Contents
ii
List of Figures
iii
Vision
1
Mission
2
Structure and Location
3-4
Functions
5
Frontline Services
6-19
1.
Provision of Technical Assistance to Clients
6-8
2.
Project Evaluation
9-10
3.
Provision of Plans, Economic Reports, and Related Documents Requested by Clients
11-15
4.
Project Monitoring and Evaluation
16-19
Procedure for Filing Complaints
20
What are the Grounds for Filing Grievance
20
How to File a Grievance
21
Who may File a Grievance
21
Where to File a Grievance Report
22
Feedback and Redress Mechanism
23
Customer Feedback Form
24
NEDA XII CITIZEN’S CHARTER
|i
ii |
NEDA XII CITIZEN’S CHARTER
National Economic and Development Authority Regional Office XII, Koronadal City
FOREWORD The Philippine Public Administration is greatly challenged by the recent and uninvited spread of the Corona Virus Disease 2019 (COVID-19) worldwide. Given the state of national emergency due to the COVID-19 pandemic, our government’s vision for effective and efficient delivery of services, while earnestly promoting transparency and accountability, remains unshaken. It is for this same reason that NEDA XII updated its Citizen’s Charter to ensure that the agency’s frontline services are efficiently cascaded to its regional stakeholders amid a new normal environment. Guided by the provisions of Republic Act No. 11032, otherwise known as the “Ease of Doing Business and Efficient Government Services Delivery Act of 2018”, NEDA XII commits to strengthen its policies toward prevention of graft and corruption, and advocate simplified procedures to reduce red tape and enable a more vibrant business environment in the region. Through this updated Citizen’s Charter, we dedicate to continually adhere to our mission and values to fulfill our commitments to regional stakeholders, and to the Nation. Mabuhay, SOCCSKSARGEN Region! Mabuhay, Pilipinas!
TERESITA SOCORRO C. RAMOS Regional Director 25 July 2020 NEDA XII CITIZEN’S CHARTER
| iii
List of Figures FIGURE NUMBER 1
The New NEDA Regional Office XII building at PRGC, Brgy. Carpenter Hill, Koronadal City
2
Location of NEDA Regional Office XII building at the PRGC, Carpenter Hill, Koronadal City
3
iv |
TITLE
NEDA XII Service ID
NEDA XII CITIZEN’S CHARTER
PAGER NUMBER 4
4 26
Vision
NEDA XII CITIZEN’S CHARTER
|1
Mission As members of the NEDA family and of this nation, We are committed to uphold the Constitution and the ideals of a nation united. Ours is the task to formulate development plans and ensure that plan implementation achieves the goals of national development. In the performance of our mandate, we shall be guided by the principles of private initiative and devolution of powers, that greater people participation in the development process may be achieved. Guided by our faith in God and an inspired leadership, our hallmarks as a development institution shall be founded on unity, solidarity, and on the integrity, professionalism and excellence of each and every staff. We shall be transparent in all our actions and continue to adhere to the highest tenets of public ethics. For ours is a caring agency, responsive to the needs of every member while working for the welfare of all. 2|
NEDA XII CITIZEN’S CHARTER
Structure and Location Structure The NEDA Regional Office (NRO) XII was first established in Cotabato City pursuant to Presidential Decree No. 742 dated 1 August 1975, restructuring the regional groupings of the provinces in Mindanao, Basilan, Sulu, and Tawi-Tawi. On 25 October 1975, NRO XII became operational with the following divisions to facilitate its operations, namely: Plan Formulation Division, Program Coordination Division, and Administrative Division. The passage of Executive Order (EO) No. 320 dated 22 July 1987, “Reorganizing the NEDA,” restructured the NEDA Regional Office divisions into MacroIntersectoral Coordination and Assistance Division (MICAD), Economic Development Division (EDD), Social Development Division (SDD), Infrastructure Development Division (IDD), and Operations Division (OD). With the adoption of the functional structure proposed under the NEDA Rationalization Plan per EO No. 366 dated 17 June 2013, the divisions were again restructured into the Policy Formulation and Planning Division (PFPD), Project Development, Investment Programming and Budget Division (PDIPBD), Development Research Division (DRD), Project Monitoring and Evaluation Division (PMED), and the Finance and Administrative Division (FAD).
Physical Location The NEDA Regional Office XII is presently located at the Prime Regional Government Center (PRGC), Barangay Carpenter Hill, Koronadal City, South Cotabato. The three-floor NRO XII building has a total area of 1,824 square meters and is located in a 2,168 sq. m. lot donated by the City Government of Koronadal. NEDA XII CITIZEN’S CHARTER
|3
Figure 1:
THE NEW NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY
Figure 2:
LOCATION OF NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY
4|
NEDA XII CITIZEN’S CHARTER
Functions 1. Serve as the Technical Secretariat of the Regional Development Council (RDC), particularly in the coordination of the formulation, updating, and implementation of plans and investment programs at the regional level; 2. Provide technical assistance to regional line agencies, local government units, other regional development coordinating bodies, and other stakeholders in the region in identifying and developing regional programs and projects; 3. Evaluate and review proposed programs and projects in the region requiring RDC action, which include, among others, proposals requiring NEDA Board Investment Coordinating Committee (ICC) clearance and for funding of the National Government, Official Development Assistance (ODA), and other government fund sources; 4. Monitor, assess, and prepare status reports of regional socio-economic performance and implementation of major programs and projects in the region; 5. Conduct studies, researches, and policy reviews; 6. Coordinate with regional offices of other departments and agencies in providing technical assistance to the local government units in the region in the areas of development planning, investment programming, budgeting, and monitoring and evaluation; 7. Establish, maintain, and manage computer/electronic-based information systems network on socio-economic indicators and development programs and projects; 8. Provide support to continuing peace and development initiatives in Southern Philippines; 9. Advocate, communicate, and disseminate information on national policies, thrusts, and priorities affecting regional development; 10. Coordinate and manage special projects/activities; and 11. Perform such other tasks as may be assigned by the Director-General, Deputy Director-General and Assistant Director-General for Regional Development, and other NEDA officials. NEDA XII CITIZEN’S CHARTER
|5
Frontline Service 1 1. Provision of Technical Assistance to Clients 1st/2nd Floors, NEDA Regional Office XII Prime Regional Government Center, Barangay Carpenter Hill, City of Koronadal 9506, South Cotabato Tel.No. (083) 228-9203/(083) 228-6211 Division in-Charge: All Technical Divisions (2nd Floor) Finance and Administrative Division (FAD) (1st Floor) Provision of technical assistance is one of the Major Final Outputs of the NEDA Regional Office XII. Technical assistance is provided by all the technical divisions and FAD in the form of data and other information, resource person services, and consultative conferences along the areas of development planning, policy formulation, project development, investment programming, project monitoring and evaluation, regional and physical planning, human resource development, and performance and financial management. If available, requested data can be provided within 20 minutes. Who Can Avail of the Service: Regional line agencies, local government units, other government entities, private sector organizations, the academe, and the general public
Schedule of Availability of Service: Monday-Friday 8:00 AM – 5:00PM How to Avail of the Service: (see attached Service Information No.1)
6|
NEDA XII CITIZEN’S CHARTER
Service Information No. 1 GOVERNMENT SERVICE : PROVISION OF TECHNICAL ASSISTANCE ON DEVELOPMENT PLANNING CONCERNS AND AS SECRETARIAT OF THE REGIONAL DEVELOPMENT COUNCIL (RDC) XII SECTORAL AND AFFILIATE COMMITTEES SERVICE INFORMATION LIST OF STEPS AND PROCEDURES CLIENT STEPS/PROCEDURES AS INDICATED IN THE LEGAL CITIZEN’S CHARTER BASIS
LIST OF REQUIREMENTS REQUIREMENT Letter request addressed to the NEDA XII Regional Director
Terms of Reference and or Program of Activity for the requested TA
1. Submit letter request to the NEDA XII Regional Director • The assigned PACD shall assist the Client to the receiving area in the ORD for receipt of the letter. Thereafter, the client shall fill-out the survey form assessing the PACD services. • The assigned ORD staff shall properly receive and endorse the letter to the Regional Director/Assistant Regional Director for instructions. • The ORD staff shall route/disseminate the RD/ARD instructions to the concerned division (PFPD,PDIPBD, PMED, DRD and FAD) 2. Upon receipt of the official letter, division focal person evaluates the requested technical assistance and coordinates with requesting entities to further clarify and discuss the Terms of Reference of the TA. 3. Once clarified and if requested technical assistance is within the NEDA XII’s mandate and capability, concerned focal person will submit recommendation, and forward actions to the Office of the Regional Director for consideration and approval. 4. NEDA XII actions to be taken 4.1 If the Technical Assistance is within the NEDA XII mandate and capability concerned technical staff prepares the appropriate reply letter for the requesting client 4.1.1 Concerned Division Chief, ARD and RD review and approve the reply letter 4.1.2 Concerned division/technical staff facilitates sending out of reply letter 4.1.3 Thereafter, integration of final schedule and date in the NRO XII Calendar. 4.1.4 Briefing of the assigned team for the TA and giving of specific tasks and assignments. 4.2 If the requested technical assistance is not within the NEDA XII’s mandate and capability, concerned division/technical prepares the reply letter endorsing the requested technical assistance to appropriate agency/entity copy furnished the requesting entity 4.2.1 Concerned Division Chief, ARD and RD review and approve the reply letter 4.2.2 Concerned division/technical staff facilitates sending out of reply letter
LEGAL BASIS
TOTAL PROCESSING TIME 1-2 days
TOTAL FEES TO BE PAID none
1 hour
none
10 minutes to 1 day
none
1-2 days
none
NEDA XII CITIZEN’S CHARTER
|7
Service Information No. 1 (Cont.) GOVERNMENT SERVICE : PROVISION OF TECHNICAL ASSISTANCE ON DEVELOPMENT PLANNING CONCERNS AND AS SECRETARIAT OF THE REGIONAL DEVELOPMENT COUNCIL (RDC) XII SECTORAL AND AFFILIATE COMMITTEES LIST OF REQUIREMENTS REQUIREMENT Face-to-Face • Venue address Online • Online protocols and credentials
LEGAL BASIS
SERVICE INFORMATION LIST OF STEPS AND PROCEDURES CLIENT STEPS/PROCEDURES AS INDICATED IN THE CITIZEN’S CHARTER 5.
Conduct/provide the requested technical assistance by the concerned division/technical staff as scheduled 5.1 Face-to-Face 5.1.1 The assigned staff/team shall prepare their respective travel authority for approval of the Regional Director. 5.1.2 Be in the venue as scheduled 5.2 Online 5.2.1 The assigned staff/team shall coordinate with the client regarding the online protocols and credential 5.2.2 The assigned staff/team shall ensure its internet connectivity for smooth flow of activity 5.2.3 Be in the virtual room as scheduled
TOTAL
8|
NEDA XII CITIZEN’S CHARTER
LEGAL BASIS
TOTAL PROCESSING TIME
1 day or depending on the duration as stated in the TOR/Program
Within one day or depending on the duration as stated in the TOR/Program
One day to a maximum of 3 days on the processing of request
TOTAL FEES TO BE PAID none
Frontline Service 2 2. Project Evaluation 1st/2nd Floors, NEDA Regional Office XII Prime Regional Government Center, Barangay Carpenter Hill, City of Koronadal 9506, South Cotabato Tel. No. (083) 228-9203/(083) 228-6211 Division in-Charge: Project Development, Investment Programming and Budget Division (2nd Floor) Project evaluation is one of the Major Final Outputs of the NEDA Regional Office XII. It is the process of determining how well a project meets the objective for which it has been designed and establishing the major aspects of its feasibility in order to eliminate waste of resources. The transaction can be normally completed in 90 days (1 quarter). In case of more complex project proposals, including circumstances beyond the control of the office, a transaction may be completed in 115 days. Who Can Avail of the Service: Regional line agencies, local government units, state universities and colleges, and private entities with project proposals involving the utilization of government financial resources and Official Development Assistance (project funds to be provided by bilateral and multilateral development agencies)
Schedule of Availability of Service: Monday-Friday 8:00 AM – 5:00 PM How to Avail of the Service: (see attached Service Information Template No. 2)
NEDA XII CITIZEN’S CHARTER
|9
Service Information No. 2 GOVERNMENT SERVICE : PROJECT EVALUATION SERVICE INFORMATION LIST OF STEPS AND PROCEDURES
LIST OF REQUIREMENTS REQUIREMENT 1) Submission of letter request and copy of project proposal
LEGAL BASIS EO 230
CLIENT STEPS/PROCEDURES a) Submit Letter of request to NEDA Regional Director with a copy of the Project Proposal for RDC/ICC endorsement b) *Regional Director evaluates the request and forwards to PDIPBD/Secretariat for review/evaluation c) *Project Proposal once reviewed/ evaluated, will be included in the deliberation of Sectoral/Affiliate Committee for endorsement to RDC XII d) *Project proposal elevated to RDC XII for deliberation and endorsement to higher bodies such as the ICC e) Project Proposal endorsed, copy of endorsement to be provided to project proponent
LEGAL BASIS
TOTAL PROCESSING TIME
EO 230
TOTAL FEES TO BE PAID N/A
*In case project proposal needs revision/ amendment based on comments from the Secretariat/Sectoral Committee/RDC kindly refer to requirement no. 2 2) Resubmission of Proposal (in case revision/ recommendati ons from the Secretariat/ Sectoral Committee/ RDC emanates)
EO 230
a) Revise the proposal based on the comments/recommendations of the Secretariat/Sectoral Committee/RDC b) Resubmit Project proposal for RDC/ICC Endorsement c) Regional Director evaluates the request and forwards to PDIPBD/Secretariat for review/evaluation d) Project Proposal once reviewed/ evaluated, will be included in the deliberation of Sectoral/Affiliate Committee for endorsement to RDC XII e) Project proposal elevated to RDC XII for deliberation and endorsement to higher bodies such as the ICC f) Project Proposal endorsed, copy of endorsement to be provided to project proponent
TOTAL
10 |
EO 230
N/A
Transaction Cycle can normally be completed in 1 quarter (90 days). In case of more complex or unforeseen circumstanc es, transaction may extend to 115 days
NEDA XII CITIZEN’S CHARTER
none
Frontline Service 3 3. Provision of Plans, Economic Reports, and Related Documents Requested by Walk-In Clients 1st/2nd Floors, NEDA Regional Office XII Prime Regional Government Center, Barangay Carpenter Hill, City of Koronadal 9506, South Cotabato Tel. No. (083) 228-9203/(083) 228-6211 Division in-Charge: All Technical Divisions (2nd Floor) The Policy Formulation and Planning Division (PFPD) of NEDA Regional Office XII coordinates the formulation and updating of all planning related documents, such as the Regional Development Plan (RDP) and the Regional Spatial Development Framework (RSDF) in coordination with all stakeholders. It also conducts and prepares periodic plan implementation assessment reports, such as the Annual Regional Development Report (RDR), quarterly Regional Economic Situationer (RES), and other similar socio-economic reports. The Project Development, Investment Programming, and Budget Division (PDIPBD) coordinates the preparation and updating of the Regional Development Investment Program (RDIP) and the Annual Investment Program (AIP). It also provides technical assistance to the Regional Development Council in the review of the annual budget proposals of regional line agencies, state universities and colleges, and other national government instrumentalities in the region and prepares budget proposal tracking reports. The Development Research Division (DRD) coordinates the preparation and updating of the Regional Development Research Agenda (RDRA), and the Regional Socio-Economic Profile (RSEP), as well as the preparation and publication of the Regional Development Updates (RDU). The Project Monitoring and Evaluation Division (PMED) coordinates the preparation and updating of Regional Results Matrices (RRM), which serves as basis in monitoring the RDP implementation. NEDA XII CITIZEN’S CHARTER
| 11
If extra hard copies are available, it would take approximately six (6) minutes to act on any request for a copy of the abovementioned documents. The documents may be provided in electronic form and PDF format. The time frame for the provision of an electronic copy in PDF format of any requested document can be granted after a copy can be transferred in a CD/DVD. Who Can Avail of the Service: Regional line agencies, local government units, other government entities, academe, private organizations, and the general public Requirements: Letter Request to the NEDA XII Regional Director Accomplished NEDA XII Visitor’s Slip Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00 PM Fees: None How to Avail of the Service: (see attached Service Information No. 3.1 and 3.2)
12 |
NEDA XII CITIZEN’S CHARTER
Service Information No. 3.1 GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES LIST OF REQUIREMENTS REQUIREMENT Request for RDC XII endorsement of project
Request for copies of RDC XII Resolutions
LEGAL BASIS
SERVICE INFORMATION LIST OF STEPS AND PROCEDURES CLIENT STEPS/PROCEDURES
TOTAL LEGAL TOTAL FEES BASIS PROCESSING TIME TO BE PAID
1. Send letter/email request addressed to NEDA XII Regional Director (RD) as the Vice-Chairperson of RDC XII. 2. Letter received and recorded at the Office of RD (ORD) – for hand-carried request; Email received and acknowledged – for emailed request . 3. RD’s instruction routed to concerned division/sector. 4. Division head forwarded the instruction to concerned staff for action. 5. Staff in-charge act on the request, viz: a) simple b) Complex c) Complex/Highly Technical Note: Once the response is drafted by the staff, immediate supervisor, ARD and RD shall review the documents before it will be transmitted officially to the requesting party. 1. Send letter/email request addressed to NEDA XII Regional Director (RD) as the Vice-Chairperson of RDC XII. 2. Letter received and recorded at the Office of RD (ORD) – for hand-carried request; Email received and acknowledged – for emailed request 3. RD’s instruction and routed to concerned division/sector. 4. Division head forwarded the instruction to concerned staff for action. 5. Staff in-charge act on the request, viz: a) simple b) Complex c) Complex/Highly Technical
NONE 5 minutes ½ day Within an hour 1 hour – 2 days 3 days to 1 week 5 days to 10 days
NONE 5 minutes ½ day 15 minutes 1 hour – 2 days 3 days to 1 week 5 days to 10 days
Note: Once the response is drafted by the staff, immediate supervisor, ARD and RD shall review the documents before it will be transmitted officially to the requesting party. TOTAL
Depending on the complexity of the task required per request, would entail 1 day to 10 days to act on the request.
NEDA XII CITIZEN’S CHARTER
| 13
Service Information No. 3.1 (Cont.) GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES LIST OF REQUIREMENTS REQUIREMENT Walk in Clients
LEGAL BASIS
SERVICE INFORMATION LIST OF STEPS AND PROCEDURES CLIENT STEPS/PROCEDURES 1. Log in with the guard and refer to PACD. 2. PACD on duty interview client on the purpose of visit. 3. PACD initially coordinate with concerned division/staff. 4. Direct client to concerned division/staff. 5. TA provided.
6. Filling up of feedback form. TOTAL
14 |
TOTAL LEGAL TOTAL FEES TO PROCESSING BASIS BE PAID TIME 5 minutes 5 minutes 5 minutes 5 minutes 1- 2 hours (depending on the type of request) 5 minutes 1 hour and 25 minutes
NEDA XII CITIZEN’S CHARTER
NONE
Service Information No. 3.2 PROVISION OF TECHNICAL ASSISTANCE IN THE CONDUCT OF COUNCIL/COMMITTEE MEETINGS LIST OF REQUIREMENTS REQUIREMENT Conduct of RDC Meeting as included in the approved Work Program of the RDC/SeCom
TOTAL
LEGAL BASIS
SERVICE INFORMATION LIST OF STEPS AND PROCEDURES CLIENT STEPS/PROCEDURES AS INDICATED IN THE CITIZEN’S CHARTER 1. Schedule a meeting date and venue (if face-to-face meeting is allowed already). Otherwise, simply generate meeting credentials via online meeting platform if meeting is online or virtual. 2. Coordinate with FAD for the preparation of admin concerns (if necessary). 3. Prepare and sent out program and invitation letter to the members/ guests/ resource persons. 4. Prepare inputs, such as, highlights, updates, memo report, other agenda materials. 5. Gather, consolidate, package agenda materials (in Google drive for virtual meeting and in agenda folder for face-toface meeting). 5. Facilitate confirmation of attendance and follow ups of technical inputs. 6. Pre Council/Committee meetings to check preparedness in the conduct of meeting. 7. Conduct of the RDC/Sectoral Committee meetings. 8. Post RDC/SeCom meetings, to check areas that need improvements.
LEGAL BASIS
TOTAL PROCESSING TIME 2 weeks before the meeting
TOTAL FEES TO BE PAID NONE
3 days 2 days 2 weeks 1 day
2 days 4 hours 6 -8 hours 4 hours
5 weeks and 3 days
NEDA XII CITIZEN’S CHARTER
| 15
Frontline Service 4 4. Project Monitoring and Evaluation 1st/2nd Floors, NEDA Regional Office XII Prime Regional Government Center, Barangay Carpenter Hill City of Koronadal 9506, South Cotabato Tel. No. (083) 228-9203/(083) 228-6211 Division in-Charge: Project Monitoring and Evaluation Division (2nd Floor) The Project Monitoring and Evaluation Division conducts quarterly field monitoring visits to major/critical programs and projects implemented in Region XII. It is usually undertaken within a period of 3-5 days depending on the number of projects to be monitored. Special field monitoring visits are also conducted for programs and projects confronted with implementation problems and issues and/or those identified as priority of the national government. A Problem-Solving Session (PSS) is conducted after every field monitoring visit to obtain maximum benefit from the information made available by the monitoring and evaluation activity. It is participated in by the members of the RPMC XII, implementing agencies, concerned LGUs where the project monitored is located and other stakeholders. It provides the forum where problems/ issues relative to project implementation can be discussed and resolved. All recommendations and/or issues that that could not be resolved during the PSS are submitted to the Regional Development Council (RDC) XII for appropriate action. NEDA XII, as the RPMC XII Secretariat, prepares the annual work program and monitoring plan of the Committee. It generates and consolidates the quarterly program/project progress reports from implementing agencies on major programs/projects, which serve as inputs to the selection of particular programs and projects to be monitored. It likewise prepares the individual project field monitoring/PSS reports of projects visited and on the conduct PSS for the concurrence/approval of RDC XII. Further, it submits quarterly reports to the National Project Monitoring Committee (NPMC) on status of program/project implementation, RPMC XII accomplishments and unresolved issues and concerns needing intervention of NPMC. 16 |
NEDA XII CITIZEN’S CHARTER
Who Can Avail of the Service: LGUs, the private sector, national and regional offices of the National Government, and the general public may request information on the final results of project monitoring and evaluation reports, subject to the approval of the NEDA XII Regional Director. If the requesting entity prefers the document in electronic form, the division-in-charge can facilitate its reproduction in PDF format to ensure no alteration of requested document. The time frame for the provision of the requested document shall be dependent on the time of its electronic reproduction, if preferred by the requesting entity.
Schedule of Availability of Service: Monday-Friday 8:00 AM –5:00 PM How to Avail of the Service: (see attached Service Information Template No. 4)
NEDA XII CITIZEN’S CHARTER
| 17
Service Information No. 4 GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION SERVICE INFORMATION LIST OF STEPS AND PROCEDURES
LIST OF REQUIREMENTS REQUIREMENT
LEGAL BASIS
CLIENT STEPS/PROCEDURES
LEGAL BASIS
TOTAL PROCESSING TIME
TOTAL FEES TO BE PAID
1 minute 2 minutes 5 minutes
NONE
A. Client-initiated Request 1.
Submission of letter of request to the Regional Director
EO No. 376, s. 1989/ ARTA / Citize n’s Chart er
1. 2. 3. 4.
Desk Officer-PACD receives request Desk Officer-PACD forwards request to ORD ORD evaluates request and forwards to PMED for appropriate action PMED acknowledge the sender and evaluates the request and may take one (1) of the two (2) options depending on the nature of the request: Option 1 a) PMED refers the complaint/matter to concerned implementing agency/ies for comment b) PMED evaluates the response and/or data submitted c) PMED communicates with proponent on the response of concerned implementing agency/ies OPTION 2 a) If urgent, PMED schedules for RPMC XII special project field monitoring visit and/or includes in the regular quarterly monitoring visits which is based on the monitoring plan
b)
5. 6.
7. 8. 9. 10.
11.
12. 13.
14.
18 |
PMED requests from the concerned implementing agency/ies for pertinent data/info (POW, progress report, etc.) PMED prepares proposal in memo form for the conduct of project visit for the approval of the ORD If approved, PMED coordinates/ communicates with the concerned implementing agency/ies and members of the RPMC XII monitoring team (RPMCRMT) on the conduct of actual project monitoring visit RPMC-MT conducts coordination meeting with implementing agencies, conducts actual field visit, and exit conference with implementing agencies RPMC-MT conducts post-monitoring meeting to discuss and consolidate team’s findings and recommendations PMED prepares individual project monitoring report RPMC XII conducts problem-solving session with the implementing agencies to discuss the observations during the field visit and to resolve implementation issues and concerns RPMC XII presents its findings and recommendations on the projects monitored and elevate to RDC XII for concurrence/ appropriate action, if necessary RPMC XII/PMED prepares resolutions and forwards the same to concerned implementing agency/ies and/or LGUs for information and appropriate action RDC XII secretariat requests for updates on actions taken regarding RDC XII resolutions and conducts other necessary follow-through actions when necessary RDC XII secretariat feeds back to proponent the action taken by the concerned agencies/entities
NEDA XII CITIZEN’S CHARTER
Within one day Within 1 day 30 minutes/ project Within 1 day
Within 1 day, field monitoring in 1 – 2 days depending on the location of the project 30 minutes 1-2 days 10 min/ agency or member 1-2 days 2 hours 3 hours 4-6 hours
30 minutes
1 -2 hours/ resolution 10 minutes/per resolution/ instruction 20 minutes/ agency
Service Information No. 4 (Cont.) GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION LIST OF REQUIREMENTS REQUIREMENT
LEGAL BASIS
SERVICE INFORMATION LIST OF STEPS AND PROCEDURES LEGAL BASIS
CLIENT STEPS/PROCEDURES
TOTAL PROCESSING TIME
TOTAL FEES TO BE PAID
Within 1 day
None
B. RPMC-initiated Request 1) Submission of quarterly accomplishme nts and targets for capital investment programs/proj ects of agencies using RPMES Forms 1 and 2.
EO 230
1. PMED prepares and send out letter requesting quarterly accomplishments and targets for capital investment programs/projects of agencies using RPMES Forms 1 and 2 to implementing agencies in the region 2. PMED prepares proposal (memo, itinerary, list of projects to be visited and budgetary requirements) for project field monitoring visits for the approval of the ORD 3. If approved, PMED coordinates/ communicates with the concerned implementing agency/ies and members of the RPMC XII monitoring team (RPMC-RMT) on the conduct of actual project monitoring visit 4. RPMC-MT conducts coordination meeting with implementing agencies, conducts actual field visit, and exit conference with implementing agencies 5. RPMC-MT conducts post-monitoring meeting to discuss and consolidate team’s findings and recommendations 6. PMED prepares individual project monitoring reports 7. RPMC XII conducts problem-solving session with the implementing agencies to discuss the monitoring reports and to resolve implementation issues and concerns 8. RPMC XII presents its findings and recommendations on the projects monitored and deliberated to RDC XII for concurrence/appropriate action 9. RPMC XII/PMED prepares appropriate RDC XII resolutions 10. RPMC XII/PMED incorporates RDC XII actions/recommendations to the final project monitoring reports and forwards the same to concerned implementing agency/ies and/or LGUs for information and appropriate action 11. RPMC XII/PMED prepares and submits report to National Project Monitoring Committee (NPMC), monitoring and evaluation staff of NEDA CO and Presidential Management Staff (PMS) re: issues/concerns needing their action/intervention 12. RDC XII secretariat requests for updates on actions taken regarding RDC XII resolutions and conducts other necessary follow-through actions when necessary 13. RDC XII secretariat feeds back to proponent the action taken by the concerned agencies/entities
RPM ES Man ual of Oper ation s
1 day
10 min/agency or member
1-3 days
4 -6 hours 3 hours/ project 4-6 hours
30 minutes
1 - 2 hours/ resolution 20 minutes/ project
1 - 2 hours
10 minutes/ agency 10 minutes/ proponent
NEDA XII CITIZEN’S CHARTER
| 19
Procedure for
Filing Complaints
20 |
NEDA XII CITIZEN’S CHARTER
How to file grievance? A grievance may be reported orally or in writing. The NEDA XII-Public Assistance and Complaints Desk Officer shall document the complaint/grievance using the prescribed form.
Who may file a grievance? Any individual subjected to any discourteous act by a government official or employee: not served promptly, not given clear instruction/s on the process involved in the transaction or inquiry and was required to go from one table/unit to another in connection with his transaction or subjected to any similar act, may file a grievance.  
NEDA XII CITIZEN’S CHARTER
| 21
Where to file a grievance report? CONTACT PERSON
ADDRESS
CONTACT DETAILS
Teresita Socorro C. Ramos Regional Director
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: tcramos@neda.gov.ph
Ma. Lulu E. Valencia OIC-Asst. Regional Director
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: mevalencia@nro12.neda.gov.ph
Maria Felicidad R. Guerrero Chief EDS, PDIPBD
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: mrguerrero@neda.gov.ph
Guillermo R. Manrique, Jr. Chief EDS, PMED
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: grmanrique@neda.gov.ph
Romel Patrick E. Tanghal Chief EDS, PFPD
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: retanghal@neda.gov.ph
Eden F. Ridao Supvng. EDS/OIC - DRD
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 228-6211 Email address: efridao@neda.gov.ph
Lalaine M. Sajelan Chief Administrative Officer Finance and Administrative Division
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 877-3788 Email address: lmsajelan@neda.gov.ph
Janlyn H. Sanchez Adm. Assistant II Bilis Aksyon Partner Finance and Administrative Division
NEDA Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (083) 228-9203 (083) 877-3788 Email address: jhsanchez@neda.gov.ph
Resurreccion P. Pueyo Regional Director
CSC Regional Office XII PRIME Regional Government Center, Brgy. Carpenter Hill, City of Koronadal 9506 South Cotabato
Office Tel. (064) 552-1118 (064) 552-1911 Email address: cscroxii@yahoo.com cscroxii@gmil.com
Teresita R. Antolin Field Director
CSC FO – South Cotabato City of Koronadal 9506 South Cotabato
Office Tel. (083) 552-3845
22 |
NEDA XII CITIZEN’S CHARTER
Email address: ro12.fo_south cotabato@csc.gov.ph
Feedback and
Redress Mechanisms The NEDA RO XII Feedback and Redress Mechanism are instruments institutionalized by the office to solicit comments, suggestions, other commendation from its clients and stakeholders. These mechanisms will also serve as a venue for the redress of clients’ grievance or complaints related to delivery of the regional office’s frontline services. How do you find our services at the NEDA Regional Office XII? The office personnel would be glad to receive your feedback (commendations, comments, suggestions). Your responses will help improve the quality of our service and strengthen the agency’s best practices for effective public service. We are committed to providing you the best since PUBLIC service is our concern. We will appreciate receiving your feedback, in any of the following: • Accomplish our Customer Feedback Form available at the Public Assistance and Complaints Desk- Finance and Administrative Division and drop it at the “Mamamayan Muna, Hindi Mamaya Na” Suggestion Box. • E-mail us at nedaxii@gmail.com; nro12@neda.gov.ph • Call us at the Public Assistance Hotlines (083) 228-9203/(083) 877-3788. • Visit our Public Assistance and Complaints Desk- Finance and Administrative Division. We would be happy to serve you.
NEDA XII CITIZEN’S CHARTER
| 23
Customer Feedback Form (For Walk-In Clients)
The NEDA Regional Office XII is committed to serve the public with integrity, professionalism, transparency, and excellence. We are requesting your honest assessment of the services provided to the public. We value your opinion because you are important to us. We assure you that all your responses shall be treated with utmost confidentiality. Using the scale of 1 to 4, please rate the following statements by checking the appropriate box: 1 - Strongly Disagree
2 - Disagree
ITEM A.
3 - Agree
STRONGLY DISAGREE (1)
4 - Strongly Agree
DISAGREE (2)
On Entering the NEDA Regional Office XII - The guard is:
1. Courteous and respectful 2. Greets the client with a smile 3. Helpful B.
The Public Assistance and Complaints Desk Officer is:
1. Courteous and respectful 2. Shows willingness to help customer 3. Knowledgeable 4. Precise and clear in giving instructions 5. Is dressed appropriately C.
The quality of service provided by the concerned staff is: Name of Attending Officer (Pls. identify):
1. Prompt 2. Efficient 3. Reliable 24 |
NEDA XII CITIZEN’S CHARTER
AGREE (3)
STRONGLY AGREE (4)
Other Comment/s: __________________________________________________ __________________________________________________________________ ______________________________
Commendations: ___________________________________________________ __________________________________________________________________ _____________________________
Please give suggestion/s on how we can improve our services. _______________ __________________________________________________________________ Name (optional) __________________ Office/Agency ____________________ Address ___________________________________________________________ Contact Number (if any) ___________ E-mail Address (if any) _______________ Signature _____________________ Date ______________________________
NEDA XII CITIZEN’S CHARTER
| 25
Figure 3
NEDA XII Service ID
Front
26 |
NEDA XII CITIZEN’S CHARTER
Back