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.

1. THE
NEDA
REGIONAL OFFICE XII
CITIZEN’S CHARTER
Updated, As of April 2014

2. National Economic and Development Authority
Regional Office XII
CITIZEN’S CHARTER
National Economic and Development Authority Regional Office XII
City of Koronadal, SOCCSKSARGEN Region
April 2014

3. Republic of the Philippines
National Economic and Development Authority Regional Office XII
City of Koronadal, SOCCSKSARGEN Region
FOREWORD
The NEDA Regional Office (NRO) XII launched its Citizen’s Charter on
9 September 2009. The Charter was recognized by the Civil Service Commission
Regional Office XII when the office was awarded the Gawad ng Pagpapahalaga for
its commitment to advocate and implement the provisions of RA No. 9485 or the
Anti-Red Tape Act.
Since the time it was crafted, the NEDA Regional Office XII Citizen’s Charter
has undergone several rounds of enhancement to efficiently and effectively respond
to the needs of its clients, to keep abreast with the evolving requirements of the
external environment, and to improve the office systems and procedures towards
excellence in public service.
One of the significant events in the history of the organization was the
approval of the NEDA Rationalization Plan on 18 June 2013 which resulted to
changes in the functional structure of the regional office. This likewise required the
updating of the NRO XII Citizen’s Charter.
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.
ARTURO G. VALERO, Ph.D.
Regional Director
25 April 2014

4. Table of Contents
Foreword ………………………………………………………… i
List of Figures …………………………………………………. ii
 Vision of NEDA XII …………………….…………… 1
 Mission of NEDA XII …………………………….…. 2
 Site of NEDA Regional Office XII ……………… 3
 Functions of NEDA Regional Office XII …….. 4 - 5
 Frontline Services of NEDA XII and
How to Avail Them …………………………………... 6 - 15
Provision of Technical Assistance to
Walk-In Clients …………………………………… 6 - 7
Project Evaluation …………………………………. 8 – 9
Provision of Plans, Economic Reports, and
Related Documents Requested by
Walk-In Clients .…………………………………… 10 – 12
Project Monitoring and Evaluation …………. 13 - 15
 Procedure for Filing Complaints ………………….. 16
 What are the Grounds for Filing Grievance ….. 16
 How to File a Grievance ……………………..….……. 17
 Who may File a Grievance …………………………… 17
 Where to File a Grievance Report …………………. 18
 Feedback and Redress Mechanism ………………… 19
 Customer Feedback Form …………………………….. 20

5. List of Figures
Figure No. 1 Provision of Technical Assistance to Walk-in Clients
(RLAS, LGUS & General Public) …………………………… 7
Figure No. 2 Provision of Project Evaluation Service ...………………….. 9
Figure No. 3 Provision of Plans, Economic Reports and Related
Similar Documents to Walk-in Clients ...………………….. 12
Figure No. 4 Provision of Project Monitoring and Evaluation
Service ………………………………………………………….. 15
Figure No. 5 NEDA XII Service ID ………………………..…………………. 21

6. Vision
of NEDA Regional Office XII
“A PROACTIVE, UNITED ORGANIZATION
OF COMPETENT AND
GOD-LOVING PROFESSIONALS
UPHOLDING THE SERVICE VALUES OF
INTEGRITY, HONESTY, TRANSPARENCY,
AND ACCOUNTABILITY AND
WORKING FOR A RESPONSIVE,
PEOPLE-CENTERED
REGIONAL DEVELOPMENT”

7. Mission
of 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
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.

8. Site of the NEDA Regional Office XII
Legal Basis
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 area. 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 2nd
and 3rd
Floors, RML Building, Jose Abad
Santos Street, Barangay Zone III,
Koronadal City, South Cotabato. It
covers a floor area of approximately
540 square meters.

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 the rest of the 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 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;

10. 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.

11. Frontline Services
of the NEDA Regional Office XII and
How to Avail Them
1. Provision of Technical Assistance to Walk-In Clients
2nd
/3rd
Floors, RML Building, NEDA Regional Office XII
Jose Abad Santos, Barangay Zone III, City of Koronadal 9506, South Cotabato
Tel. No. (083) 520 – 0005/520 – 0009
Division in-Charge: All Technical Divisions (3rd
Floor)
Finance and Administrative Division (2nd
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 to Regional Line Agencies, Local Government Units, other government
entities, private sector organizations, academe, and the general public. This can be
in the form of data requests, resource person services, consultative conferences
along the areas of development planning, policy formulation, project development,
investment programming, project monitoring and evaluation, regional and physical
planning, and human resource development.
If requirements are available, simple transactions like data requests are
facilitated in 20 minutes.
Who Can Avail of the Service:
Regional Line Agencies, Local Government Units, other government entities, SUCs,
private sector organizations, 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
8:00 AM –7:00PM
Fees: No fees required
How to Avail of the Service: (see Figure 1)

12. Figure 1. PROVISION OF TECHNICAL ASSISTANCE TO WALK-IN CLIENTS (RLAs, LGUs & GENERAL PUBLIC)
CLIENT
DESK OFFICER -
PUBLIC
ASSISTANCE &
COMPLAINTS
DESK (DO-PACD)
TECHNICAL
STAFF/FINANCE
AND
ADMINISTRATIVE
STAFF
Request for data & other
information
If available, refers the request to
appropriate sector/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 request
(1 minute)

13. 2. Project Evaluation
3rd
Floor, RML Building, NEDA Regional Office XII
Jose Abad Santos St, Barangay Zone III, City of Koronadal 9506, South Cotabato
Tel. No. (083) 520 – 0009
Division in-Charge: Project Development, Investment Programming and Budget
Division (3rd
Floor)
Project evaluation is one of the Major Final Outputs of the NEDA Regional
Office XII. Project evaluation is the process of examining how well a project meets
the objective for which it has been designed and determining its feasibility in order to
eliminate wasteful use of resources.
If requirements are available, this transaction can be normally completed in 90
days (1 quarter). In case of more complex project proposals and 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, other government entities, SUCs
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
8:00 AM –7:00 PM
Fees: No fees required
How to Avail of the Service: (see Figure 2)

15. 3. Provision of Plans, Economic Reports, and Related Documents
Requested by Walk-In Clients
3rd
Floor, RML Building, NEDA Regional Office XII
Jose Abad Santos St, Barangay Zone III, City of Koronadal 9506, South Cotabato
Tel. No. (083) 520 – 0009
Division in-Charge: All Technical Divisions (3rd
Floor)
The Policy Formulation and Planning Division(PFPD) of NEDA Regional Office
XII coordinates the formulation and updating of all related planning documents, such
as the Regional Development Plan (RDP) and the Regional Physical Framework
Plan (RPDP) in coordination with all stakeholders. It also conducts and prepares
periodic plan implementation assessment reports, such as the Regional
Development Report (RDR) and Regional Economic Situationer (RES), and other
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), and 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.
It would take approximately six (6) minutes to peruse/request a copy of the
abovementioned documents.
Who Can Avail of the Service:
Regional Line Agencies, Local Government Units, other government entities, SUCs,
Academe, Private Organizations, General Public
Requirements: Letter Request to the NEDA XII Regional Director
Accomplished NEDA XII Visitor’s Slip

16. Schedule of Availability of Service: Monday-Friday
8:00 AM –7:00 PM
Fees: No fees required
How to Avail of the Service: (see Figure 3)

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 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 3. PROVISION OF PLANS, ECONOMIC REPORTS, AND RELATED DOCUMENTS

18. 4. Project Monitoring and Evaluation
3rd
Floor, RML Building, NEDA Regional Office XII
Jose Abad Santos St, Barangay Zone III, City of Koronadal 9506, South Cotabato
Tel. No. (083) 520–0009
Division in-Charge: Project Monitoring and Evaluation Division (3rd
Floor)
The conduct of project monitoring and evaluation is one of the Major Final
Outputs of the NEDA Regional Office XII. The project monitoring and evaluation of
major programs and projects, particularly those that contribute to the overall
economic activity of the region, is
conducted to ensure that their
implementation conform to the
standards set by the government.
A composite team of the Regional
Project Monitoring Committee
(RPMC), the monitoring arm of
RDC XII, composed of the
regional representatives of the
Presidential Management Staff,
Department of Budget and
Management, Department of the
Interior and Local Government,
NEDA and private sector
representatives, conducts the
actual field monitoring.
The actual field monitoring of each implemented priority program and project is
usually conducted once a quarter. It is undertaken within a period of five days but
the number of days could be more or less than five depending on the number of
projects to be visited.
A problem-solving session (PSS) participated in by project implementers,
stakeholders, and the RPMC is conducted after every actual field monitoring to
thresh-out bottlenecks and other issues and concerns relative to project
implementation and to recommend appropriate actions to address them.
NEDA XII as RPMC XII Secretariat generates the list of projects to be
monitored within a given period. It also prepares the reports on the conduct of field
monitoring and PSS together with recommendations of RDC XII and submits them to
the National Project Monitoring Council (NPMC)of NEDA for their review and
appropriate action. Implementing agencies and other stakeholders may also request
representatives from RPMC to participate in the conduct of project monitoring.
Who Can Avail of the Service:
LGUs, stakeholders, the private sector, national and regional offices of the
National Government, and the general public may request information on the results

19. of project monitoring and evaluation, subject to the approval of the NEDA XII
Regional Director.
Requirement: Letter request to the NEDA XII Regional Director
Schedule of Availability of Service: Once every quarter or as need arises
Fees: No fees required
How to Avail of the Service: (see Figure 4)

20. OR
OR
Figure 4. 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/proj)

21. 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
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. 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. Where to file a grievance report?
Contact Person Address Contact Details
Arturo G. Valero, Ph.D.
Regional Director
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0007
(083) 520-0006
Noel E. Quiratman
Asst. Regional Director
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0007
(083) 520-0006
Maria Felicidad R. Guerrero
Chief EDS, PPFD
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0009
Ma. Lulu E. Valencia
Chief EDS, PMED
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0009
Rosa D. Lemana
Chief EDS, KMD
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0009
Phlorita A. Ridao
Chief EDS, PDIPBD
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0009
Julie Esperanza B. Chung
Chief Administrative Officer
Finance and Administrative
Division
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0005
Lalaine M. Sajelan
Supervising Adm. Officer
Bilis Aksyon Partner
NEDA Regional Office XII
2/3 F, RML Building,
Jose Abad Santos Street,
Koronadal City
Office Tel. (083) 520-0005
Cellphone No. 09273036087
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 Office Tel. (064) 421-1915

24. 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 Hotline (083) 520 – 0005.
 Visit our Public Assistance and Complaints Desk- Finance and Administrative
Division. We would be happy to serve you.

25. 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 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. Figure 5
NEDA XII Service ID
Front Back