CLARK INTERNATIONAL AIRPORT CORPORATIONcrk.clarkairport.com/downloads/tranparency-seal/citizens-charter.pdf& Barangay Permits [ ] ... Clark International Airport Corporation- ... Feedback

28 February 2018

CLARK INTERNATIONAL AIRPORT CORPORATION

Prepared by the Quality Office & CIAC Task Force ARTA

VISION By 2022, CIAC shall be the airport of choice of Northern and Central Luzon, a competitive

aviation complex, and a key economic engine of the country.

MISSION To develop, manage and operate a

competitive aviation complex, ensuring viability and creating value for our

stakeholders. CORE COMPETENCIES

Airport Operations Management

Estate Management

CORE VALUES Commitment, Integrity, Accountability, Competency,

Teamwork, Inclusiveness/Corporate Citizenship, Excellence, Service

The CIAC

FRONTLINE

SERVICES

Republic Act No. 9485 or the Anti-Red

Tape Law defines “Frontline Services” as

the process or transaction between

clients and government offices or

agencies involving applications for any

privilege, right, permit, reward, license,

concession, or for any modification,

renewal or extension of the enumerated

applications and/ or requests which are

acted upon in the ordinary course of

business of the agency or office

concerned.

The succeeding pages contain the various

frontline services of the corporation and

the relevant information that will guide

our clients in availing these services.

APPLICATION FOR TEMPORARY, SEASONAL OR ANNUAL ACCESS PASS - PASS CONTROL OFFICE

STEP APPLICANT CIAC-PCO SERVICES DURATION (under normal

condition)

RESPONSIBLE CIAC OFFICE/

OFFICER

FORMS/ RECORDS FEE

1 Submit Letter of Request

P&CEO shall: [ ] Deny Request or [ ] Approve Request & transmit

to Pass Control for processing

Inform applicant: [ ] Request denied (end of

process) [ ] Request approved

Day 1

President & CEO

Pass Control Office Processing & Records Officer

Letter of Request

None

2

Submit Application Documents/ Requirements [ ] Approved Letter of

Request [ ] Accomplished

Application Form (PCO-F-001)

[ ] One (1) copy of recent 2x2 colored picture with blue background

[ ] Visa or working permit or 9G Visa for foreign nationals

[ ] Certificate of Employment (for new applicants)

[ ] Valid NBI, PNP, Municipal Office & & Barangay clearances

[ ] AVSEC Awareness (ASA) Seminar Certificate issued by ASQCO

[ ] Photocopy of Access Pass (For renewal)

[ ] Photocopy of Company ID

Validate documents [ ] Incomplete: inform

applicant to submit lacking documents

[ ] Complete: Issue the Order of Payment & Payment Slip

Day 1

Pass Control Office Processing & Records

Officer

Access Pass Application Form

(PCO-F-001)

Order of Payment Form

None

3

Pay Access Pass (Temporary, Seasonal, Annual)

Process payment and issue Official Receipt

Day 1

Cashier, Treasury

Official Receipt

Refer to Access Pass Fees (next

page) -plus-

PhP 50.00 for ASA Seminar

4

Receive Provisional Access Pass

Release Temporary or Provisional Access Pass [ ] Check Official Receipt [ ] Accomplish PCO

Payment and Order of Payment Slip/ Forms

[ ] Print Temporary Access Pass or Provisional Access Pass

[ ] Release Temporary/ Access Pass or Stick-on Pass

Day 1


Officer

Temporary or Provisional Access Pass

PCO Payment & Order of Payment Slip/ Forms

None

5

Receive Access Pass

(Temporary, Seasonal, Annual)

Release Access Pass

[ ] Print Access Pass

[ ] Endorse Access Pass to

P&CEO for signature

[ ] Laminate Access Pass

[ ] Inform applicant to sign

logbook to evidence

receipt of pass

[ ] Release Access Pass &

retrieve provisional,

old/expired Access Pass

(for renewal)

Day 2 to Day 3

Pass Control Office Processing & Records Officer/ Production Officer

Pass Control Head

President & CEO


Access Pass

Logbook

None

Note: All lost Access Pass shall only be replaced after submission of an approved Letter of Request & Affidavit of Loss

APPLICATION FOR ONE DAY ACCESS PASS - PASS CONTROL OFFICE


condition)


OFFICER

FORMS/ RECORDS

FEE

1

Submit Letter of Request

P&CEO shall: [ ] Deny Request or [ ] Approve Request &

transmit to Pass Control for processing



Day 1

President & CEO


Letter of Request

None

2

Submit Application Documents [ ] Approved Letter of

Request (CIAC locators/ concessionaires and others)

[ ] Accomplished Day Pass

Request Form (PCO-F-002 for CIAC Personnel)

Validate Documents [ ] Verify approved letter of

request and issue the Order of Payment

Day 1


Officer

One Day Access Pass Application Form

(PCO-F-002)


None

3 Pay One-Day Access Pass/ Stick-On Pass

Process payment and issue Official Receipt

Day 1

Cashier, Treasury

Official Receipt

Refer to Access

Pass Fees below

4

Receive One-Day Access Pass/ Stick-On Pass

Return One Day Access Pass

Issue One-Day Access Pass/ Stick-On Pass [ ] Check Official Receipt [ ] Accomplish

PCO Payment Slip Form

[ ] Print One Day Access Pass

[ ] Issue One Day Access Pass / Stick-on Pass in exchange of a valid ID and coordinate to concerned CIAC dept./office the activity

[ ] Inform applicant to sign logbook

[ ]Retrieve One Day Access Pass upon termination of activity

Day 1

Pass Control Office Processing Officer

One Day Access Pass

None

Note: All lost Access Pass shall be replaced after submission of an approved Letter of Request & Affidavit of Loss

ACCESS PASS FEES

TYPE OF PASS

CATEGORY

Months Yellow Blue Green Red

Annual Access Pass - Php350.00 Php600.00 Php900.00 Php1,200.00

Seasonal Access Pass (More than 3 months validity)

11 Php300.00 Php550.00 Php850.00 Php1,100.00

10 Php275.00 Php500.00 Php775.00 Php1,000.00

9 Php250.00 Php450.00 Php700.00 Php900.00

8 Php225.00 Php400.00 Php625.00 Php800.00

7 Php200.00 Php350.00 Php550.00 Php700.00

6 Php175.00 Php300.00 Php475.00 Php600.00

5 Php150.00 Php250.00 Php400.00 Php500.00

4 Php125.00 Php150.00 Php325.00 Php400.00

Temporary Access Pass (Maximum of 3 months validity)

3 Php100.00 Php150.00 Php250.00 Php300.00

One Day Pass - Php50.00 Php100.00 Php150.00 Php200.00

AMA Driver’s Permit - Php400.00

AVSEC AWARENESS & SAFETY FEES

ASAS Fee

12 months

Php50.00

Safety Seminar Fee Php50.00

A discounted rate of Php25.00 shall be charged for the Safety and AVSEC Awareness refresher/orientation

(For Renewal of Access Pass & AMA Driver’s Permit)

YELLOW CATEGORY ACCESS AREA

Landside Area, PTB Parking Area, UPS Site BLUE CATEGORY ACCESS AREA

PTB Departure Entrance Lobby, Departure Check-In Counter, Departure Immigration Counter, Arrival/Exit

Lobby, General Aviation Area, SIAEP Site GREEN CATEGORY ACCESS AREA

PTB Arrival Entrance Lobby, Arrival Immigration Counter, Arrival Baggage Claim Area, Arrival Custom Area,

Interline Baggage Area

RED CATEGORY ACCESS AREA

PTB Pre-Departure Area, VIP Lounge, Baggage Build-Up Area, Ramp, AMA, Perimeter Access Road, PAF

AMA, Navigational Aids Facilities

APPLICATION FOR AIRCRAFT MOVEMENT AREA (AMA) DRIVER’S PERMIT - PASS CONTROL

OFFICE


condition)


OFFICER

FORMS/ RECORDS

FEE

1

Submit Letter of Request

P&CEO shall: [ ] Deny Request or [ ] Approve Request &

transmit to Pass Control for processing



Day 1

President & CEO


Letter of Request

None

2

Submit Application Documents [ ] Approved Letter of

Request [ ] Accomplished AMA

Driver’s Permit Application Form (PCO-F-003)

[ ] Photocopy of Access Pass (for renewal)

[ ] Photocopy of expired AMA Driver’s Permit (for renewal)

[ ] Photocopy of Company ID

[ ] Photocopy of Professional Driver’s License

[ ] Certification of Attendance in Safety Seminar/ Orientation

Validate documents [ ] Incomplete, inform

applicant to submit lacking documents

[ ] Complete, issue the

Order of Payment and Payment Slip

Day 1


Safety Officer

AMA Driver’s Permit Application Form (PCO-F-003)


Payment Slip

None

3

Pay AMA Driver’s Permit Fee & Safety Seminar/ Orientation Fee

Process Payment

Issue Official Receipt & accomplish Payment Slip

Day 1

Cashier, Treasury

Official Receipt

Payment Slip

Php400.00 for AMA Driver’s Permit

Php50.00 for

New Applicant

Php25.00 for

Renewal

4

Receive Temporary AMA Driver’s Permit

Release Temporary or Provisional AMA Driver’s Permit [ ] Check Official Receipt &

accomplished Payment Slip

[ ] Print Temporary or Provisional AMA Driver’s Permit

Day 1


Officer

Official Receipt

Temporary or Provisional AMA Driver’s Permit

None

5

Receive AMA Driver’s Permit

Release AMA Driver’s

Permit [ ] Print AMA Driver’s Permit [ ] Endorse Printed AMA

Driver’s Permit to PCO Head for the ID’s security features

[ ] Endorse AMA Driver’s Permit to OP/CEO for signature

[ ] Laminate AMA Driver’s Permit

[ ] Inform applicant to sign logbook/ file folder to evidence receipt of permit

[ ] Release AMA Driver’s Permit & retrieve temporary/ provisional permit, old/ expired AMA Driver’s permit (for renewal)

Day 2 to Day 3

Pass Control Office Production Officer

Head, Pass Control Office

President & CEO


Logbook

None

Note: All lost AMA Driver’s Permit shall be replaced after submission of an approved Letter of Request & Affidavit of Loss

CLARK AIRPORT PASSENGER FACILITATION (DEPARTURE)

STEP PASSENGER ACTIVITY SERVICE AT CRK

TERMINAL

DURATION (under normal

condition)

RESPONSIBLE ENTITY

FEE

1

Present Travel Documents For Domestic Passengers: [ ] Plane Ticket or Travel

Itinerary/eTicket [ ] Valid Identification Card For International Passengers: [ ] Plane Ticket or Travel

Itinerary/eTicket [ ] Valid Passport

Passenger Identification Screening

[ ] Verify Travel Itinerary or Ticket

[ ] Validate Passport (international traveler)

[ ] Validate ID (domestic traveler)

45 seconds

Clark International Airport

Corporation- Airport Security

Department

None

2

Put baggage in conveyor for x-ray; pass through walk through metal detector; and undergo security pat down

Initial Security Check [ ] Check baggage through x-

ray [ ] Check passenger through

walk-through metal detector and pat down

[ ] Random baggage check

120 seconds

Office for

Transportation Security - Department

of Transportation (DOTr)

None

3

Check-in at Airline Counter

Passenger Check-in [ ] Validate travel documents [ ] Weigh baggage and put tag [ ] Charge fee for baggage load

beyond allowable limit [ ] Issue boarding pass

180 seconds

Airlines

Fees depend on airline rates

(Please seek assistance from ground crew at

the counter)

4 Pay Travel Tax (for international passengers only; OFWs are exempted)

Collection of Travel Tax [ ] Check travel documents [ ] Receive payment and issue

Official Receipt

150 seconds

TIEZA

Php1,620.00

5 Pay Terminal Fee (OFWs are exempted)

Collection of Terminal Fee

[ ] Check travel documents [ ] Receive payment and issue

Official Receipt

90 seconds

Clark International

Airport Corporation – Treasury

Department

Php600.00

(international)

Php150.00 (domestic)

6

Present Travel Documents at Immigration Counter (for international passengers only)

Immigration Check [ ] Check travel documents [ ] Check if passenger is in watch

or hold departure list order and deny entry if no proper clearance is shown

[ ] Profile passenger, subject to secondary interview if potential trafficking victim

45 seconds

Bureau of Immigration

None

7

Put hand-carry baggage on x-ray conveyor; remove shoes; pass through metal detector; and undergo pat down

Final Security Check [ ] Ask passenger to remove

shoes [ ] Check hand-carry baggage

through x-ray [ ] Random check of hand-carry

baggage [ ] Check passenger through walk-

through metal detector and pat down

120 seconds

Office for

Transportation Security –

Department of Transportation

(DOTr)

None

8 Wait for boarding announcement at Pre-Departure Area; present boarding pass; proceed to airplane

Boarding

[ ] Announce boarding of passengers

[ ] Check boarding pass

Actual Time

Airline

None

CLARK AIRPORT PASSENGER FACILITATION (ARRIVAL)

STEP PASSENGER ACTIVITY SERVICE AT CRK

TERMINAL

DURATION (under normal

condition)

RESPONSIBLE ENTITY

FEE

1

Pass through the Scanner Pass through the Foot Bath Pass through Department of Agriculture – Bureau of Plants Industry, Bureau of Animal Industry, Bureau of Fisheries & Aquatic Resources

Quarantine Check

[ ] Random check of passenger temperature through thermal scanner, if passenger fails temperature limit, he/she will be subjected for further testing and quarantine, if necessary

[ ] Check quarantinable pets, animal, meat, and aquatic resources

Actual Time

DOH – Bureau of

Quarantine

DA – Bureau of Animal Industry

DA (BFAR, BAI,

BPI)

None

2

Present Travel Documents at Immigration Counter

Immigration Check

[ ] Check travel documents and return tickets of tourists

[ ] Verify if passenger is in the blacklist order or falls within the exclusion category

45 seconds

Bureau of Immigration

None

3 Retrieve baggage, if any, at the Baggage Conveyor Area

Baggage Assistance [ ] Provide assistance for

missing baggage [ ] Provide trolleys

Actual Time

Airport Operations

Department

None

=

4

Present Disembarkation and Travel Documents

Customs Check [ ] Verify travel documents [ ] Random check of

baggage to determine undeclared or mis-declared dutiable items

[ ] Confiscate or require passenger to pay custom tax; whichever is applicable

90 seconds

Bureau of Customs

Taxes and duties depend on declared/

inspected items

5 Proceed to Arrival Exit Gate

[ ] Transportation via taxi, jitney, or

bus

Actual Time

Transport Providers

Transact

directly with operators/

drivers

CUSTOMER FEEDBACK - CORPORATE COMMUNICATIONS OFFICE

STEP APPLICANT CIAC-CCO SERVICES DURATION (under normal

condition)


OFFICER

FORMS/ RECORDS

FEE

1

Lodge complaint/ feedback through the following: [ ] Suggestion Boxes [ ] Email [ ] Online Feedback [ ] Phone [ ] Postal Mail [ ] CRK Facebook

Corrections/Corrective

Action If complaints are a ctionable, advice the complainant of the action taken

Within 24 hours or 1 day upon retrieval of feedback

Corporate Communications

Assistant and Public Relations Officer II


Customer Feedback Form

None

Preventive Action If complaints cannot be acted upon immediately, record and endorse complaint to proper office.

Within 8 hours after retrieval of feedback

Media Relations Officer II and


Assistant

Customer

Feedback Form

None

2 Receive Feedback

Update Complainant of Action Taken & Closure of Complaint

Within 72

hours upon receipt of response

from concerned

party


Assistant and CCO Manager

Written information to Customer re

action taken by concerned party

None

COMPETITIVE OR PUBLIC BIDDING PROCEDURE FOR GOODS & SERVICES, INFRASTRUCTURE/ CIVIL WORKS AND CONSULTING

SERVICES - BIDS & AWARDS COMMITTEE

STEP

CIAC BAC SERVICES PROSPECTIVE

BIDDER DURATION (UNDER NORMAL CONDITIONS)

RESPONSIBLE OFFICE

RECORDS/ DOCUMENTS

1 PRE-PROCUREMENT

CONFERENCE

N/A

1 Calendar Day

BAC Secretariat

Bidding Documents

2

ADVERTISEMENT/POSTING

OF INVITATION TO

BID/ REQUEST FOR

EXPRESSION OF

INTEREST/ or REQUEST

FOR PROPOSAL

Check newspaper,

PhilGEPS,

C I A C website,

conspicuous places

within CIAC

7 Calendar Days

BAC Secretariat

Invitation to Bid/ Request for

Expression of Interest/ or Request

for Proposal

3 ISSUANCE OF BIDDING

DOCUMENTS

Purchase Bidding

Documents

1 Calendar Day

BAC

Secretariat

Treasury Department

Bidding Documents, Official Receipt

4

PRE-BID CONFERENCE

Attend Pre-bid

Conference

1 Day (to be conducted at least

12 CD before submission

of Bids)

BAC TWG

Bidding Documents

5

SUBMISSION & OPENING

OF BIDS

Submit Bid

1 Calendar Day

Acceptance

of Bids - RMO

Opening of Bids

- BAC, BAC Secretariat

Financial Proposals,

Bid Evaluation Report,

Invitation for the

Observer

6

EVALUATION &

RANKING OF BIDS

N/A

Minimum: 1

Calendar Day

Maximum: 7

Calendar Days

BAC, TWG

7 POST-QUALIFICATION

PROCESS

Submit Post Qualification Documents

To be completed in not more than 12

calendar days from the determination of

the LCB/HRB

BAC TWG

Post-Qualification

Documents

8 APPROVAL OF THE RECOMMENDATION OF THE BAC TO AWARD THE PROJECT

N/A

Within 15 calendar

days

Board of Directors, EXCOM or P&CEO (depending on the

limits indicated in the authority matrix)

BAC Resolution, Memorandum for the

EXCOM/ Board, EXCOM/ Board

Resolution, Secretary’s Certificate,

Notice of Award

9

ISSUANCE OF T H E

NOTICE OF AWARD (NOA)

Receive Notice of

Award & submit

required documents

1 Calendar Day

HOPE through President &

CEO

10

CONTRACT PREPARATION

& SIGNING

Sign the Contract

Within 10 Calendar Days from the receipt

of NOA

HOPE through

President &

CEO, BAC,

Legal

Services

Department

Contract Agreement, Bidding Documents,

Winning Bidder’s Bid, Performance Security, Notice of Award of Contract,

Other Contract Documents

11

ISSUANCE OF T H E

NOTICE TO PROCEED

(NTP)

N/A

Within 7 Calendar Days from the

date of approval of the contract

HOPE through President &

CEO

Notice to Proceed, Contract

Agreement, Acknowledgement Receipt, Logbook

AMOUNT OF BIDDING DOCUMENTS:

1 M -

Approved Budget for the Contract Maximum Cost of Bidding Documents

(in Philippine Peso)

500,000 and below 500.00

More than 500,000 up to 1 Million 1,000.00

More than 1Million up to 5 Million 5,000.00

More than 5 Million up to 10 Million 10,000.00



More than 500 Million 75,000.00

ACCREDITATION OF PRIVATE SECURITY AGENCY - AIRPORT SECURITY QUALITY CONTROL OFFICE -

STEP

APPLICANT CIAC-ASQCO

SERVICES DURATION

(under normal condition)


OFFICER

FEE

1

Submit Application Requirements [ ]Letter of Intent

[ ]Company profile

[ ]SEC Registration papers & Articles of

Partnership/ Incorporation if established

under the Philippine Law

[ ]License to operate from PNP-SAGSD [ ] DOLE Clearance (18-A) [ ] Tax Clearance [ ] SSS Clearance [ ] Pag-Ibig Clearance [ ] NLRC Clearance [ ] List of present clients [ ] NTC license for radio equipments [ ] Certification of registration with DTI, if single proprietorship [ ] List of security equipments, vehicles, communications, firearms, registered and licensed [ ]Valid training certificates of Aviation Security trained personnel to be deployed within the Civil Aviation Complex [ ] Copy of prospective or existing contract with entities at CIAC aviation complex

Validation of Application Documents

[ ] If incomplete, return to security

agency for completion of

requirements

[ ] If complete, recommend approval and endorse Certificate to P&CEO

Day 1-2

ASQCO Inspector,

P&CEO

None

2

Payment of Accreditation Fee

[ ] Issue Order of Payment

Day 3

ASQCO Inspector

For less than 10

guards:

P5,000.00

For 10 guards or

more P10,000.00

[ ] Issue Official Receipt

Cashier, Treasury Department

3

Receive Certificate of Accreditation

[ ] Request copy of Official Receipt

as evidence of payment

[ ] Release Certificate and ask

agency representative to

acknowledge receipt thereof in

the logbook

ASQCO Inspector

None

PROTEST MECHANISM ON BAC DECISION - BIDS & AWARDS COMMITTEE -

STEP

BAC ACTIVITY BIDDER

DURATION (under normal condition)

RESPONSIBLE CIAC OFFICE/ OFFICER

1

Opening of Eligibility,

Technical or Financial

Requirements

Filing of a Motion

for

Reconsideration

3 Calendar Days

BAC

2

BAC Resolution on the

Motion for Reconsideration

N/A

7 Calendar Days

TWG/ BAC

Secretariat

3

Denial/Grant of the

Motion for

Reconsideration

Denial of Request: Filing

of Protest together with a

verified position paper ad-

dressed to the HOPE ac-

companied by payment of

a non-refundable fee

7 CD upon receipt of

Receipt of BAC

Resolution

BAC/TWG/

BAC

Secretariat

ABC RANGE PROTEST FEE P50M and below 0.75% of ABC

More than P50M to P100M P 500,000.00

More than P100M to P500M 0.5% of ABC

More than P500M to P1B P 2,500,000.00

More than P1B to P2B 0.25% of ABC

More than P2B to P5B P5,000,000.00

More than P5B 0.1% of ABC

PROCESSING OF LEASE AGREEMENT & CONCESSION CONTRACT

- MARKETING DEPARTMENT -

STEP

PROSPECTIVE LOCATOR /

CONCESSIONAIRE / SERVICE

PROVIDER

CIAC MARKETING

SERVICES

DURATION (UNDER NORMAL CONDITIONS)

RESPONSIBLE CIAC OFFICER

FORMS / RECORDS

FEE

1

Submit Application Documents

[ ] Letter of Intent

[ ] Project Evaluation Form

[ ] Approved Term Sheet

Prepare draft Lease Agree-

ment (LA) or Concession

Contract (CC) based on the

Approved Term Sheet

Day 01 - 02

Marketing

Department

Letter of Intent

Project Evalua-

tion Form

Approved Term

Sheet

None

2

[ ] Accept Draft LA or CC;

[ ] Reject Draft LA or CC; or

[ ] Renegotiate LA or CC

[ ] Accept - endorse to

Accounting & Legal Depart

ments for Review

[ ] Reject - Terminate Negotia-

tion

[ ] Renegotiate - refer amend-

ments to Legal or Board, if

necessary

Day 03 - 04

Marketing

Department

Legal Services

Department

& Accounting

Department

Draft LA or CC

None

3

[ ] Accept - Pay processing fee at

the Treasury Department

[ ] Prepare Order of Payment Slip

Form

Day 04

Marketing

Department

Order of

Payment Slip

Form

P2,000.00

4

[ ] Present Official Receipt to

Marketing Department

[ ] Prepare final draft of LA

or CC & produce 9 original

copies

Day 05-06

Marketing

Department

LA or CC

None

[ ] Proofread and affix initials

on LA or CC

Day 07-08

Legal Services

Department

LA or CC

None

5

[ ] Review & approve LA or CC

[ ] Review & approve LA or

CC

Day 07-08

P/CEO, upon re-

view & endorse-

ment by VP-

CBDG, &

EVP-COO

LA or CC

None

[ ] Prepare Order of Payment

Slip

Day 09

Marketing

Department

Order of

Payment Slip

Form

None

6

[ ] Pay Financial Obligations (Secu-

rity Deposit. Advance Lease Pay-

ment, Performance Security)

[ ] Present Official Receipt

Endorse Locator /

Concessionaire to CDC for

Registration & Tax Exemption

(Business Permit)

Day 10

Marketing

Department

Endorsement

Letter to CDC

Based on

rates & fees

indicated in

LA or CC

7

[ ] Proceed to CDC for issuance of

Exemption (Business Permit)

END OF THIS PROCESS