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NRO XII CITIZENS CHARTER as of Feb 2016

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The updated NRO XII Citizen’s Charter reflects the desire of the office to communicate to its clientele its frontline services and the responsible officials and staff tasked to deliver such services, in line with the thrusts of public service transparency and accountability.

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NRO XII CITIZENS CHARTER as of Feb 2016

  1. 1. National Economic and Development Authority Regional Office XII National Economic and Development Authority, Regional Office XII City of Koronadal, SOCCSKSARGEN Region February 2016
  2. 2. 2 Republic of the Philippines National Economic and Development Authority, Regional Office XII City of Koronadal, SOCCSKSARGEN Region ARTURO G. VALERO, Ph.D. Regional Director i
  3. 3. Table of Contents Foreword i Table of Contents ii List of Figures iii Vision of NEDA Regional Office XII 1 Mission of the NEDA Regional Office XII 2 Structure and Location of the NEDA Regional Office XII 3-4 Functions of the NEDA Regional Office XII 5-6 Frontline Services of the NEDA Regional Office XII and How to Avail Them 7-16 1. Provision of Technical Assistance to Clients 7-8 2. Project Evaluation 9-10 3. Provision of Plans, Economic Reports, and Related Documents Requested by Clients 11-13 4. Project Monitoring and Evaluation 14-16 Procedure for Filing Complaints 17 What are the Grounds for Filing Grievance 17 How to File a Grievance 18 Who may File a Grievance 18 Where to File a Grievance Report 19 Feedback and Redress Mechanism 20 Customer Feedback Form 21 ii
  4. 4. 4 List of Figures Figure No. 1 The New NEDA Regional Office XII building at PRGC, Brgy. Carpenter Hill, Koronadal City 4 Figure No. 2 Location of NEDA Regional Office XII building at the PRGC, Carpenter Hill, Koronadal City 4 Figure No. 3 Provision of Technical Assistance to Clients (RLAS, LGUS & General Public) 8 Figure No. 4 Provision of Project Evaluation Service 10 Figure No. 5 Provision of Plans, Economic Reports and Related Similar Documents to Clients 13 Figure No. 6 Provision of Project Monitoring and Evaluation Service 16 Figure No. 7 NEDA XII Service ID 22 iii
  5. 5. Vision of NEDA Regional Office XII 1
  6. 6. 6 Mission of the NEDA Regional Office XII 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 the 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
  7. 7. Structure and Location of the NEDA Regional Office XII 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 Macro-Intersectoral 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. 3
  8. 8. 8 Figure 2: LOCATION OF NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY Figure 1: THE NEW NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY 4
  9. 9. Functions of the NEDA Regional Office XII 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; 5
  10. 10. 6 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. 6
  11. 11. Frontline Services of the NEDA Regional Office XII and How to Avail Them 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 Requirements: Accomplished NEDA XII Visitor’s Slip Letter Request to the NEDA XII Regional Director Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00PM Fees: None How to Avail of the Service: (see Figure 1) 7
  12. 12. 8 Figure 3. PROVISION OF TECHNICAL ASSISTANCE TO CLIENTS (RLAs, LGUs & THE PSOs, THE ACADEME & GENERAL PUBLIC) CLIENT DESK OFFICER - PUBLIC ASSISTANCE & COMPLAINTS DESK (DO-PACD) TECHNICAL STAFF/FINANCE AND ADMINISTRATIVE STAFF Submits letter(s) for technical assistance request (1 minute) If technical assistance is available, refers the request to appropriate division (1 minute) Provides data/information as requested (15 minutes) If not available, refers the request to appropriate agency or data source via telephone call(1 minute) Upon completion of technical assistance, client accomplishes customer feedback form and submits to DO-PACD (2 minutes) Requests client to fill up NEDA visitors slip indicating technical assistance requested (1 minute) 8
  13. 13. 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) Requirements: Letter Request to the NEDA XII Regional Director Project proposal document 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 Figure 2) 9
  14. 14. 10 Figure 4. PROVISION OF PROJECT EVALUATION SERVICES 10
  15. 15. 11 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. If extra hard copies area 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
  16. 16. 12 12 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 Figure 3)
  17. 17. CLIENT DESK OFFICER – PUBLIC ASSISTANCE & COMPLAINTS DESK TECHNICAL STAFF Submits letter request to the NEDA XII Regional Director for any or all of the following:  Requests for Plans: Regional Development Plan (RDP) and Regional Physical Framework Plan (RPFP)  Requests for Socio-Economic Reports: Regional Development Report (RDR) and Annual and Quarterly Regional Economic Situationer (RES)  Requests for other documents, such as the RDIP, AIP, RDRA, RRM, RDU, among others.  Requests client to fill-up NEDA assistance slip indicating type of reference document requested  Process time: 2 minutes If requested document is available, refers the request to concerned division (1 minute). If the preferred copy is in electronic form, concerned division facilitates reproduction of the document in either CD or DVD. If requested document is not available, refers the request to appropriate agency/data source (1 minute)  Provides RDP, RPFP, RDR, Annual RES, QRES for reference (3 minutes)  Upon provision of service, walk-in clients return NEDA assistance slip to OD-PACD (2 minutes) Figure 5. PROVISION OF PLANS, ECONOMIC REPORTS, AND RELATED DOCUMENTS
  18. 18. 14 14 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.
  19. 19. 15 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 a CD or DVD. To ensure no alteration of requested document, it shall be provided in PDF format. 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. Requirement: Letter request to the NEDA XII Regional Director Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00 PM Fees: None How to Avail of the Service: (see Figure 4)
  20. 20. 16 OR OR Figure 6. PROVISION OF PROJECT MONITORING AND EVALUATION SERVICE RPMC-MT conducts post-monitoring meeting to discuss and consolidate team’s findings and recommendations (4 hrs) RPMC XII conducts problem-solving session with the implementing agencies to discuss the monitoring reports and to resolve implementation issues and concerns (6 hours) RPMC-MT conducts coordination meeting with implementing agencies, conducts actual field visit, and exit conference with implementing agencies (2-3days) Desk Officer-PACD receives request (1 min) Desk Officer-PACD forwards request to ORD (1 min) ORD evaluates request and forwards to PMED for appropriate action (1 min) PMED requests from the concerned implementing agency/ies for pertinent data/info (POW, progress report, etc.)(30 min/agency) PMED evaluates the response and/or data submitted (30 min/project) 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 (1 day) 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 (10 min/agency or member) RPMC XII presents its findings and recommendations on the projects monitored and deliberated to RDC XII for concurrence/appropriate action (30min) 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 (20 min/project) RPMC XII/PMED submits/provides report and resolution to concerned implementing agencies, agency central office and/or LGUs for information/ appropriate action (30 min/agency) RDC XII secretariat requests for updates on actions taken regarding RDC XII resolutions and conducts other necessary follow-through actions when necessary (10 min/project) PMED evaluates the request and acknowledge the sender (30 min) PMED refers the complaint/matter to concerned implementing agency/ies for comment (1hour) 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 (10 min) PMED prepares individual project monitoring reports (2 hours/project) RPMC XII/PMED 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 (1.5hours) PMED communicates with proponent on the response of concerned implementing agency/ies (30 min) RPMC XII/PMED prepares appropriate RDC XII resolutions (45 min/resolution) RDC XII secretariat feeds back to proponent the action taken by the concerned agencies/entities (10 min/project)
  21. 21. 17 Procedure for Filing Complaints The NEDA Regional Office XII shall adopt the Bilis Aksyon, a component of the “Mamamayan Muna, Hindi Mamaya Na” program of the Civil service Commission to act and resolve any complaint or grievance filed against its employee. Bilis Aksyon is a quick process of resolving grievances against a government employee for discourtesy, red tape, failure to attend to clients or act promptly on public transactions, and other similar acts. What are the groundsfor filing grievance? 1. Discourtesy in the course of official duties; 2. Failure to attend to anyone who wants to avail of the services of the office, or to act promptly and expeditiously on public transactions; 3. Failure of the employee to give clear instructions to clients or shuttling clients from one table to another; and 4. Any act or conduct analogous/similar to the foregoing.
  22. 22. 18 18 How to file grievance? A grievance may be reported orally or in writing. The FAD-Public Assistance and Complaints Desk shall document the complaint/grievance using the prescribed form. Who may filea 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.
  23. 23. 19 Where to file a grievance report? Contact Person Address Contact Details Arturo G. Valero, Ph.D. 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 Noel E. Quiratman 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 Maria Felicidad R. Guerrero Chief EDS, PPFD 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 Ma. Lulu E. Valencia 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 Rosa D. Lemana Chief EDS, DRD NEDA Regional Office XII PRIME Region 12 Center, Barangay Carpenter Hill, City of Koronadal 9506 South Cotabato Office Tel. (083) 228-9203 (083) 228-6211 Juliet G. Bolando 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 Julie Esperanza B. Chung 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) 228-6211 Lalaine M. Sajelan Supervising Adm. Officer Bilis Aksyon Partner 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 Grace B. Saqueton Regional Director CSC Regional Office XII Gov. Gutierrez Avenue, Cotabato City Office Tel. (064) 552-1118 Teresita R. Antolin Field Director CSC FO – Cotabato City DPWH Compound, Cotabato City Office Tel. (064) 421-1915
  24. 24. 20 20 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; neda xii@yahoo.com  Call us at the Public Assistance Hotlines (083) 228-9203/(083) 228-6211.  Visit our Public Assistance and Complaints Desk- Finance and Administrative Division. We would be happy to serve you.
  25. 25. 21 Customer Feedback Form 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 3 - Agree 4 - Strongly Agree 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 ______________________________ I T E M Strongly Disagree (1) Disagree (2) Agree (3) Strongly Agree (4) A. 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 Officer of the Day - Public Assistance and Complaints Desk 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
  26. 26. 22 22 Front Back Figure 7 NEDA XII Service ID

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