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neda 12
CITIZEN’S CHARTER
NEDA XII Citizen's Charter
NEDA XII Citizen's Charter
NEDA XII CITIZEN’S CHARTER | i
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
ii | 	 NEDA XII CITIZEN’S CHARTER
NEDA XII CITIZEN’S CHARTER | iii
FOREWORD
ThePhilippinePublicAdministration
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!
National Economic and Development Authority
Regional Office XII, Koronadal City
TERESITA SOCORRO C. RAMOS
Regional Director
25 July 2020
iv | 	 NEDA XII CITIZEN’S CHARTER
List of Figures
FIGURE
NUMBER
TITLE PAGER
NUMBER
1 The New NEDA Regional Office XII building
at PRGC, Brgy. Carpenter Hill, Koronadal City 4
2 Location of NEDA Regional Office XII building at the PRGC, Carpenter Hill,
Koronadal City
4
3 NEDA XII Service ID 26
NEDA XII CITIZEN’S CHARTER | 1
Vision
2 | 	 NEDA XII CITIZEN’S CHARTER
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.
NEDA XII CITIZEN’S CHARTER | 3
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 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.
4 | 	 NEDA XII CITIZEN’S CHARTER
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
NEDA XII CITIZEN’S CHARTER | 5
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.
6 | 	 NEDA XII CITIZEN’S CHARTER
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)
NEDA XII CITIZEN’S CHARTER | 7
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 REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES AS INDICATED IN THE
CITIZEN’S CHARTER
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL
FEES TO
BE PAID
Letter request
addressed to the
NEDA XII Regional
Director
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)
1-2 days none
Terms of Reference
and or Program of
Activity for the
requested TA
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.
1 hour none
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.
10 minutes
to 1 day
none
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
1-2 days none
8 | 	 NEDA XII CITIZEN’S CHARTER
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
SERVICE INFORMATION
LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES AS INDICATED
IN THE CITIZEN’S CHARTER
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL
FEES TO
BE PAID
Face-to-Face
• Venue address
Online
• Online
protocols and
credentials
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
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
none
TOTAL One day to a
maximum of 3
days on the
processing of
request
NEDA XII CITIZEN’S CHARTER | 9
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)
10 | 	 NEDA XII CITIZEN’S CHARTER
Service Information No. 2
GOVERNMENT SERVICE : PROJECT EVALUATION
SERVICE INFORMATION
LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL
FEES TO
BE PAID
1) Submission of
letter request
and copy of
project
proposal
EO
230
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
*In case project proposal needs revision/
amendment based on comments from the
Secretariat/Sectoral Committee/RDC kindly refer
to requirement no. 2
EO
230
N/A
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
EO
230
N/A
TOTAL 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
none
NEDA XII CITIZEN’S CHARTER | 11
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.
12 | 	 NEDA XII CITIZEN’S CHARTER
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)
NEDA XII CITIZEN’S CHARTER | 13
Service Information No. 3.1
GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO
REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES
SERVICE INFORMATION
LIST OF
REQUIREMENTS
LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES LEGAL
BASIS
TOTAL
PROCESSING TIME
TOTAL FEES
TO BE PAID
Request for
RDC XII
endorsement
of project
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.
5 minutes
½ day
Within an hour
1 hour – 2 days
3 days to 1 week
5 days to 10 days
NONE
Request for
copies of RDC
XII Resolutions
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
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.
5 minutes
½ day
15 minutes
1 hour – 2 days
3 days to 1 week
5 days to 10 days
NONE
TOTAL Depending on the
complexity of the
task required per
request, would
entail 1 day to 10
days to act on the
request.
14 | 	 NEDA XII CITIZEN’S CHARTER
Service Information No. 3.1 (Cont.)
GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO
REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES
SERVICE INFORMATION
LIST OF
REQUIREMENTS
LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL FEES TO
BE PAID
Walk in Clients 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.
5 minutes
5 minutes
5 minutes
5 minutes
1- 2 hours
(depending on
the type of
request)
5 minutes
NONE
TOTAL 1 hour and 25
minutes
NEDA XII CITIZEN’S CHARTER | 15
Service Information No. 3.2
PROVISION OF TECHNICAL ASSISTANCE IN THE CONDUCT OF COUNCIL/COMMITTEE
MEETINGS
SERVICE INFORMATION
LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES AS INDICATED
IN THE CITIZEN’S CHARTER
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL FEES
TO BE PAID
Conduct of RDC
Meeting as included
in the approved
Work Program of
the RDC/SeCom
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-to-
face 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.
2 weeks
before the
meeting
3 days
2 days
2 weeks
1 day
2 days
4 hours
6 -8 hours
4 hours
NONE
TOTAL
5 weeks and
3 days
16 | 	 NEDA XII CITIZEN’S CHARTER
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.
NEDA XII CITIZEN’S CHARTER | 17
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)
18 | 	 NEDA XII CITIZEN’S CHARTER
Service Information No. 4
GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION
SERVICE INFORMATION
LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL
FEES TO
BE PAID
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. Desk Officer-PACD receives request
2. Desk Officer-PACD forwards request to ORD
3. ORD evaluates request and forwards to PMED for
appropriate action
4. 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) PMED requests from the concerned
implementing agency/ies for pertinent
data/info (POW, progress report, etc.)
5. PMED prepares proposal in memo form for the
conduct of project visit for the approval of the ORD
6. 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
7. RPMC-MT conducts coordination meeting with
implementing agencies, conducts actual field visit,
and exit conference with implementing agencies
8. RPMC-MT conducts post-monitoring meeting to
discuss and consolidate team’s findings and
recommendations
9. PMED prepares individual project monitoring report
10. 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
11. RPMC XII presents its findings and
recommendations on the projects monitored and
elevate to RDC XII for concurrence/ appropriate
action, if necessary
12. RPMC XII/PMED prepares resolutions and forwards
the same to concerned implementing agency/ies
and/or LGUs for information and appropriate action
13. RDC XII secretariat requests for updates on actions
taken regarding RDC XII resolutions and conducts
other necessary follow-through actions when
necessary
14. RDC XII secretariat feeds back to proponent the
action taken by the concerned agencies/entities
1 minute
2 minutes
5 minutes
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
NONE
NEDA XII CITIZEN’S CHARTER | 19
Service Information No. 4 (Cont.)
GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION
SERVICE INFORMATION
LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES
REQUIREMENT
LEGAL
BASIS
CLIENT STEPS/PROCEDURES
LEGAL
BASIS
TOTAL
PROCESSING
TIME
TOTAL
FEES TO
BE PAID
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
Within 1 day
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
None
20 | 	 NEDA XII CITIZEN’S CHARTER
Procedure for
Filing Complaints
NEDA XII CITIZEN’S CHARTER | 21
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.
 
22 | 	 NEDA XII CITIZEN’S CHARTER
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
Email address:
ro12.fo_south
cotabato@csc.gov.ph
Where to file a grievance report?
NEDA XII CITIZEN’S CHARTER | 23
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.
 
24 | 	 NEDA XII CITIZEN’S CHARTER
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
Customer Feedback Form
(For Walk-In Clients)
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 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
NEDA XII CITIZEN’S CHARTER | 25
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 ______________________________
26 | 	 NEDA XII CITIZEN’S CHARTER
Figure 3
NEDA XII Service ID
Front Back

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NEDA XII Citizen's Charter

  • 4. NEDA XII CITIZEN’S CHARTER | i 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
  • 5. ii | NEDA XII CITIZEN’S CHARTER
  • 6. NEDA XII CITIZEN’S CHARTER | iii FOREWORD ThePhilippinePublicAdministration 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! National Economic and Development Authority Regional Office XII, Koronadal City TERESITA SOCORRO C. RAMOS Regional Director 25 July 2020
  • 7. iv | NEDA XII CITIZEN’S CHARTER List of Figures FIGURE NUMBER TITLE PAGER NUMBER 1 The New NEDA Regional Office XII building at PRGC, Brgy. Carpenter Hill, Koronadal City 4 2 Location of NEDA Regional Office XII building at the PRGC, Carpenter Hill, Koronadal City 4 3 NEDA XII Service ID 26
  • 8. NEDA XII CITIZEN’S CHARTER | 1 Vision
  • 9. 2 | NEDA XII CITIZEN’S CHARTER 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.
  • 10. NEDA XII CITIZEN’S CHARTER | 3 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 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.
  • 11. 4 | NEDA XII CITIZEN’S CHARTER 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
  • 12. NEDA XII CITIZEN’S CHARTER | 5 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.
  • 13. 6 | NEDA XII CITIZEN’S CHARTER 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)
  • 14. NEDA XII CITIZEN’S CHARTER | 7 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 REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES AS INDICATED IN THE CITIZEN’S CHARTER LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID Letter request addressed to the NEDA XII Regional Director 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) 1-2 days none Terms of Reference and or Program of Activity for the requested TA 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. 1 hour none 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. 10 minutes to 1 day none 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 1-2 days none
  • 15. 8 | NEDA XII CITIZEN’S CHARTER 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 SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES AS INDICATED IN THE CITIZEN’S CHARTER LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID Face-to-Face • Venue address Online • Online protocols and credentials 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 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 none TOTAL One day to a maximum of 3 days on the processing of request
  • 16. NEDA XII CITIZEN’S CHARTER | 9 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)
  • 17. 10 | NEDA XII CITIZEN’S CHARTER Service Information No. 2 GOVERNMENT SERVICE : PROJECT EVALUATION SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID 1) Submission of letter request and copy of project proposal EO 230 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 *In case project proposal needs revision/ amendment based on comments from the Secretariat/Sectoral Committee/RDC kindly refer to requirement no. 2 EO 230 N/A 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 EO 230 N/A TOTAL 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 none
  • 18. NEDA XII CITIZEN’S CHARTER | 11 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.
  • 19. 12 | NEDA XII CITIZEN’S CHARTER 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)
  • 20. NEDA XII CITIZEN’S CHARTER | 13 Service Information No. 3.1 GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID Request for RDC XII endorsement of project 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. 5 minutes ½ day Within an hour 1 hour – 2 days 3 days to 1 week 5 days to 10 days NONE Request for copies of RDC XII Resolutions 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 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. 5 minutes ½ day 15 minutes 1 hour – 2 days 3 days to 1 week 5 days to 10 days NONE TOTAL Depending on the complexity of the task required per request, would entail 1 day to 10 days to act on the request.
  • 21. 14 | NEDA XII CITIZEN’S CHARTER Service Information No. 3.1 (Cont.) GOVERNMENT SERVICE: PROVISION OF TECHNICAL ASSISTANCE TO REGIONAL DEVELOPMENT COUNCIL AND ITS COMMITTEES SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID Walk in Clients 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. 5 minutes 5 minutes 5 minutes 5 minutes 1- 2 hours (depending on the type of request) 5 minutes NONE TOTAL 1 hour and 25 minutes
  • 22. NEDA XII CITIZEN’S CHARTER | 15 Service Information No. 3.2 PROVISION OF TECHNICAL ASSISTANCE IN THE CONDUCT OF COUNCIL/COMMITTEE MEETINGS SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES AS INDICATED IN THE CITIZEN’S CHARTER LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID Conduct of RDC Meeting as included in the approved Work Program of the RDC/SeCom 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-to- face 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. 2 weeks before the meeting 3 days 2 days 2 weeks 1 day 2 days 4 hours 6 -8 hours 4 hours NONE TOTAL 5 weeks and 3 days
  • 23. 16 | NEDA XII CITIZEN’S CHARTER 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.
  • 24. NEDA XII CITIZEN’S CHARTER | 17 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)
  • 25. 18 | NEDA XII CITIZEN’S CHARTER Service Information No. 4 GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID 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. Desk Officer-PACD receives request 2. Desk Officer-PACD forwards request to ORD 3. ORD evaluates request and forwards to PMED for appropriate action 4. 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) PMED requests from the concerned implementing agency/ies for pertinent data/info (POW, progress report, etc.) 5. PMED prepares proposal in memo form for the conduct of project visit for the approval of the ORD 6. 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 7. RPMC-MT conducts coordination meeting with implementing agencies, conducts actual field visit, and exit conference with implementing agencies 8. RPMC-MT conducts post-monitoring meeting to discuss and consolidate team’s findings and recommendations 9. PMED prepares individual project monitoring report 10. 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 11. RPMC XII presents its findings and recommendations on the projects monitored and elevate to RDC XII for concurrence/ appropriate action, if necessary 12. RPMC XII/PMED prepares resolutions and forwards the same to concerned implementing agency/ies and/or LGUs for information and appropriate action 13. RDC XII secretariat requests for updates on actions taken regarding RDC XII resolutions and conducts other necessary follow-through actions when necessary 14. RDC XII secretariat feeds back to proponent the action taken by the concerned agencies/entities 1 minute 2 minutes 5 minutes 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 NONE
  • 26. NEDA XII CITIZEN’S CHARTER | 19 Service Information No. 4 (Cont.) GOVERNMENT SERVICE : PROJECT MONITORING AND EVALUATION SERVICE INFORMATION LIST OF REQUIREMENTS LIST OF STEPS AND PROCEDURES REQUIREMENT LEGAL BASIS CLIENT STEPS/PROCEDURES LEGAL BASIS TOTAL PROCESSING TIME TOTAL FEES TO BE PAID 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 Within 1 day 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 None
  • 27. 20 | NEDA XII CITIZEN’S CHARTER Procedure for Filing Complaints
  • 28. NEDA XII CITIZEN’S CHARTER | 21 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.  
  • 29. 22 | NEDA XII CITIZEN’S CHARTER 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 Email address: ro12.fo_south cotabato@csc.gov.ph Where to file a grievance report?
  • 30. NEDA XII CITIZEN’S CHARTER | 23 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.  
  • 31. 24 | NEDA XII CITIZEN’S CHARTER 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 Customer Feedback Form (For Walk-In Clients) 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 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
  • 32. NEDA XII CITIZEN’S CHARTER | 25 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 ______________________________
  • 33. 26 | NEDA XII CITIZEN’S CHARTER Figure 3 NEDA XII Service ID Front Back