Updated NEDA RO XII Citizen's Charter

THE

NEDA REGIONAL OFFICE XII

CITIZEN’S CHARTER

Updated, As of April 2014

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

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

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

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

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”

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.

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.

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;

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.

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)

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)

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)

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

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)

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

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

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)

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)

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 grounds for 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.

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 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.

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


Office Tel. (083) 520-0007 (083) 520-0006

Maria Felicidad R. Guerrero Chief EDS, PPFD


Office Tel. (083) 520-0009

Ma. Lulu E. Valencia Chief EDS, PMED


Office Tel. (083) 520-0009

Rosa D. Lemana Chief EDS, KMD


Office Tel. (083) 520-0009

Phlorita A. Ridao Chief EDS, PDIPBD


Office Tel. (083) 520-0009

Julie Esperanza B. Chung Chief Administrative Officer Finance and Administrative Division


Office Tel. (083) 520-0005

Lalaine M. Sajelan Supervising Adm. Officer Bilis Aksyon Partner


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

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 [email protected]; neda [email protected] 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.

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

Figure 5 NEDA XII Service ID

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Updated NEDA RO XII Citizen's Charter

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