NRO XII CITIZENS CHARTER as of Feb 2016

National Economic and Development Authority

Regional Office XII

National Economic and Development Authority, Regional Office XII

City of Koronadal, SOCCSKSARGEN Region

February 2016

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Republic of the Philippines

National Economic and Development Authority, Regional Office XII

City of Koronadal, SOCCSKSARGEN Region

ARTURO G. VALERO, Ph.D.

Regional Director

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Table of Contents

Foreword i

Table of Contents ii

List of Figures iii

Vision of NEDA Regional Office XII 1

Mission of the NEDA Regional Office XII 2

Structure and Location of the NEDA Regional Office XII 3-4

Functions of the NEDA Regional Office XII 5-6

Frontline Services of the NEDA Regional

Office XII and How to Avail Them

7-16

1. Provision of Technical Assistance to Clients 7-8

2. Project Evaluation 9-10

3. Provision of Plans, Economic Reports, and

Related Documents Requested by Clients

11-13

4. Project Monitoring and Evaluation 14-16

Procedure for Filing Complaints 17

What are the Grounds for Filing Grievance 17

How to File a Grievance 18

Who may File a Grievance 18

Where to File a Grievance Report 19

Feedback and Redress Mechanism 20

Customer Feedback Form 21

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List of Figures

Figure No. 1 The New NEDA Regional Office XII building

at PRGC, Brgy. Carpenter Hill, Koronadal City

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Figure No. 2

Location of NEDA Regional Office XII building

at the PRGC, Carpenter Hill, Koronadal City

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Figure No. 3

Provision of Technical Assistance to

Clients (RLAS, LGUS & General Public)

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Figure No. 4

Provision of Project Evaluation Service

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Figure No. 5

Provision of Plans, Economic Reports and

Related Similar Documents to Clients 13

Figure No. 6

Provision of Project Monitoring

and Evaluation Service 16

Figure No. 7

NEDA XII Service ID

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Vision

of NEDA Regional Office XII

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Mission

of the NEDA Regional Office XII

As members of the NEDA family and of this nation,

We are committed to uphold the Constitution and

the ideals of a nation united.

Ours is the task to formulate development plans

and ensure that plan implementation achieves the

goals of national development.

In the performance of our mandate, we shall be

guided by the principles of private initiative and the

devolution of powers, that greater people

participation in the development process may be

achieved.

Guided by our faith in God and an inspired

leadership, our hallmarks as a development

institution shall be founded on unity, solidarity, and

on the integrity, professionalism and excellence of

each and every staff.

We shall be transparent in all our actions

and continue to adhere to the highest tenets of

public ethics.

For ours is a caring agency, responsive to the needs

of every member while working for the welfare of all.

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Structure and Location of the

NEDA Regional Office XII

Structure

The NEDA Regional Office (NRO) XII was first established in Cotabato

City pursuant to Presidential Decree No. 742 dated 1 August 1975, restructuring the regional groupings of the provinces in Mindanao, Basilan, Sulu, and Tawi-Tawi. On 25 October 1975, NRO XII became operational with the following divisions to facilitate its operations, namely: Plan Formulation Division, Program Coordination Division, and Administrative Division.

The passage of Executive Order (EO) No. 320 dated 22 July 1987,

“Reorganizing the NEDA,” restructured the NEDA Regional Office divisions into Macro-Intersectoral Coordination and Assistance Division (MICAD), Economic Development Division (EDD), Social Development Division (SDD), Infrastructure Development Division (IDD), and Operations Division (OD).

With the adoption of the functional structure proposed under the NEDA

Rationalization Plan per EO No. 366 dated 17 June 2013, the divisions were again restructured into the Policy Formulation and Planning Division (PFPD), Project Development, Investment Programming and Budget Division (PDIPBD), Development Research Division (DRD), Project Monitoring and Evaluation Division (PMED), and the Finance and Administrative Division (FAD).

Physical Location The NEDA Regional Office XII is presently located at the Prime Regional Government Center (PRGC), Barangay Carpenter Hill, Koronadal City, South Cotabato. The three-floor NRO XII building has a total area of 1,824 square meters and is located in a 2,168 sq. m. lot donated by the City Government of Koronadal.

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Figure 2: LOCATION OF NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY

Figure 1: THE NEW NEDA REGIONAL OFFICE XII BUILDING AT THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY

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Functions

of the NEDA Regional Office XII

1. Serve as the Technical Secretariat

of the Regional Development

Council (RDC), particularly in the

coordination of the formulation,

updating, and implementation of

plans and investment programs at

the regional level;

2. Provide technical assistance to regional line agencies, local

government units, other regional development coordinating bodies,

and other stakeholders in the region in identifying and developing

regional programs and projects;

3. Evaluate and review proposed programs and projects in the region

requiring RDC action, which include, among others, proposals

requiring NEDA Board Investment Coordinating Committee (ICC)

clearance and for funding of the National Government, Official

Development Assistance (ODA), and other government fund

sources;

4. Monitor, assess, and prepare status reports of regional socio-

economic performance and implementation of major programs and

projects in the region;

5. Conduct studies, researches, and policy reviews;

6. Coordinate with regional offices of other departments and

agencies in providing technical assistance to the local government

units in the region in the areas of development planning,

investment programming, budgeting, and monitoring and

evaluation;

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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.

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Frontline Services

of the NEDA Regional Office XII and How to Avail Them

1. Provision of Technical Assistance to Clients

1st/2nd Floors, NEDA Regional Office XII

Prime Regional Government Center, Barangay Carpenter Hill,

City of Koronadal 9506, South Cotabato

Tel.No. (083) 228-9203/(083) 228-6211

Division in-Charge: All Technical Divisions (2nd Floor) Finance and Administrative Division (FAD) (1st Floor)

Provision of technical assistance is one of the Major Final Outputs of the NEDA Regional Office XII. Technical assistance is provided by all the technical divisions and FAD in the form of data and other information, resource person services, and consultative conferences along the areas of development planning, policy formulation, project development, investment programming, project monitoring and evaluation, regional and physical planning, human resource development, and performance and financial management.

If available, requested data can be provided within 20 minutes.

Who Can Avail of the Service: Regional line agencies, local government units, other government entities, private sector organizations, the academe, and the general public Requirements: Accomplished NEDA XII Visitor’s Slip Letter Request to the NEDA XII Regional Director Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00PM Fees: None How to Avail of the Service: (see Figure 1)

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Figure 3. PROVISION OF TECHNICAL ASSISTANCE TO CLIENTS (RLAs, LGUs & THE PSOs, THE ACADEME & GENERAL PUBLIC)

CLIENT

DESK OFFICER -PUBLIC

ASSISTANCE & COMPLAINTS

DESK (DO-PACD)

TECHNICAL STAFF/FINANCE

AND ADMINISTRATIVE

STAFF

Submits letter(s) for technical assistance request (1 minute)

If technical assistance is available, refers the request to

appropriate division (1 minute)

Provides data/information as requested

(15 minutes)

If not available, refers the request to appropriate agency or data source via telephone

call(1 minute)

Upon completion of technical assistance, client accomplishes

customer feedback form and submits to DO-PACD

(2 minutes)

Requests client to fill up NEDA visitors slip indicating technical

assistance requested (1 minute)

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2. Project Evaluation 1st/2nd Floors, NEDA Regional Office XII



Tel. No. (083) 228-9203/ (083) 228-6211

Division in-Charge: Project Development, Investment Programming and Budget

Division (2nd Floor)

Project evaluation is one of the Major Final Outputs of the NEDA Regional Office XII. It is the process of determining how well a project meets the objective for which it has been designed and establishing the major aspects of its feasibility in order to eliminate waste of resources.

The transaction can be normally completed in 90 days (1 quarter). In case of more complex project proposals, including circumstances beyond the control of the office, a transaction may be completed in 115 days. Who Can Avail of the Service: Regional line agencies, local government units, state universities and colleges, and private entities with project proposals involving the utilization of government financial resources and Official Development Assistance (project funds to be provided by bilateral and multilateral development agencies) Requirements: Letter Request to the NEDA XII Regional Director Project proposal document Accomplished NEDA XII Visitor’s Slip Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00 PM Fees: None How to Avail of the Service: (see Figure 2)

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Figure 4. PROVISION OF PROJECT EVALUATION SERVICES

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3. Provision of Plans, Economic Reports, and Related

Documents Requested by Walk-In Clients




Tel. No. (083) 228-9203/(083) 228-6211

Division in-Charge: All Technical Divisions (2nd Floor)

The Policy Formulation and Planning Division(PFPD) of NEDA Regional Office

XII coordinates the formulation and updating of all planning related documents, such

as the Regional Development Plan (RDP) and the Regional Spatial Development

Framework (RSDF) in coordination with all stakeholders. It also conducts and

prepares periodic plan implementation assessment reports, such as the Annual

Regional Development Report (RDR), quarterly Regional Economic Situationer

(RES), and other similar socio-economic reports.

The Project Development, Investment Programming, and Budget Division (PDIPBD) coordinates the preparation and updating of the Regional Development Investment Program (RDIP) and the Annual Investment Program (AIP). It also provides technical assistance to the Regional Development Council in the review of the annual budget proposals of regional line agencies, state universities and colleges, and other national government instrumentalities in the region and prepares budget proposal tracking reports.

The Development Research Division (DRD) coordinates the preparation and

updating of the Regional Development Research Agenda (RDRA), and the Regional Socio-Economic Profile (RSEP), as well as the preparation and publication of the Regional Development Updates (RDU).

The Project Monitoring and Evaluation Division (PMED) coordinates the

preparation and updating of Regional Results Matrices (RRM), which serves as basis in monitoring the RDP implementation.

If extra hard copies area available, it would take approximately six (6) minutes to

act on any request for a copy of the abovementioned documents. The documents may be provided in electronic form and PDF format. The time frame for the provision of an electronic copy in PDF format of any requested document can be granted after a copy can be transferred in a CD/DVD. Who Can Avail of the Service: Regional line agencies, local government units, other government entities, academe, private organizations, and the general public

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Requirements: Letter Request to the NEDA XII Regional Director

Accomplished NEDA XII Visitor’s Slip Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00 PM

Fees: None How to Avail of the Service: (see Figure 3)

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CLIENT

DESK OFFICER – PUBLIC ASSISTANCE & COMPLAINTS DESK

TECHNICAL

STAFF

Submits letter request to the NEDA XII Regional Director for any or all of the following:

Requests for Plans: Regional Development Plan (RDP) and Regional Physical Framework Plan (RPFP)

Requests for Socio-Economic Reports: Regional Development Report (RDR) and Annual and Quarterly Regional Economic Situationer (RES)

Requests for other documents, such as the RDIP, AIP, RDRA, RRM, RDU, among others.

Requests client to fill-up NEDA assistance slip indicating type of

reference document requested

Process time: 2 minutes

If requested document is available, refers the request to concerned division (1 minute). If the preferred copy is in electronic form, concerned division facilitates reproduction of the

document in either CD or DVD.

If requested document is not available, refers the request to

appropriate agency/data source (1 minute)

Provides RDP, RPFP, RDR, Annual RES, QRES for reference (3 minutes)

Upon provision of service, walk-in clients return NEDA assistance slip to OD-PACD

(2 minutes)

Figure 5. PROVISION OF PLANS, ECONOMIC REPORTS, AND RELATED DOCUMENTS

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4. Project Monitoring and Evaluation


Prime Regional Government Center, Barangay Carpenter Hill


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.

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Who Can Avail of the Service:

LGUs, the private sector, national and regional offices of the National Government, and the general public may request information on the final results of project monitoring and evaluation reports, subject to the approval of the NEDA XII Regional Director. If the requesting entity prefers the document in electronic form, the division-in-charge can facilitate its reproduction in a CD or DVD. To ensure no alteration of requested document, it shall be provided in PDF format. The time frame for the provision of the requested document shall be dependent on the time of its electronic reproduction, if preferred by the requesting entity.

Requirement: Letter request to the NEDA XII Regional Director Schedule of Availability of Service: Monday-Friday 7:00 AM –6:00 PM

Fees: None How to Avail of the Service: (see Figure 4)

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OR

OR

Figure 6. PROVISION OF PROJECT MONITORING AND EVALUATION SERVICE

RPMC-MT conducts post-monitoring meeting to discuss and consolidate team’s findings and recommendations

(4 hrs)

RPMC XII conducts problem-solving session with the implementing agencies to discuss the monitoring reports

and to resolve implementation issues and concerns (6 hours)

RPMC-MT conducts coordination meeting with implementing agencies, conducts actual field visit, and

exit conference with implementing agencies (2-3days)

Desk Officer-PACD receives request (1 min)

Desk Officer-PACD forwards request to ORD (1 min)

ORD evaluates request and forwards to PMED for appropriate action (1 min)

PMED requests from the concerned implementing agency/ies for pertinent

data/info (POW, progress report, etc.)(30 min/agency)

PMED evaluates the response and/or data submitted (30 min/project)

PMED prepares proposal

(memo, itinerary, list of projects to be visited and

budgetary requirements) for project field monitoring visits for the approval of the ORD

(1 day)

if approved, PMED coordinates/communicates with the concerned implementing agency/ies and members of the RPMC XII monitoring team (RPMC-RMT) on the conduct

of actual project monitoring visit (10 min/agency or member)

RPMC XII presents its findings and recommendations on the projects monitored and deliberated to RDC XII for

concurrence/appropriate action (30min)

RPMC XII/PMED incorporates RDC XII actions/recommendations to the final project monitoring reports and forwards the same to concerned implementing agency/ies

and/or LGUs for information and appropriate action (20 min/project)

RPMC XII/PMED submits/provides report and resolution to concerned implementing agencies, agency central office

and/or LGUs for information/ appropriate action (30 min/agency)

RDC XII secretariat requests for updates on actions taken regarding RDC XII resolutions and conducts other necessary follow-through actions when necessary

(10 min/project)

PMED evaluates the request and acknowledge the sender (30 min)

PMED refers the complaint/matter

to concerned implementing agency/ies for

comment

(1hour)

If urgent, PMED schedules for RPMC XII special project field

monitoring visit and/or includes in the regular

quarterly monitoring visits which is based on the

monitoring plan (10 min)

PMED prepares individual project monitoring reports (2 hours/project)

RPMC XII/PMED submits report to National Project Monitoring Committee (NPMC), monitoring and evaluation

staff of NEDA CO and Presidential Management Staff (PMS) re: issues/concerns needing their

action/intervention (1.5hours)

PMED communicates with proponent

on the response of concerned implementing

agency/ies

(30 min)

RPMC XII/PMED prepares appropriate RDC XII resolutions (45 min/resolution)

RDC XII secretariat feeds back to proponent the action taken by the concerned agencies/entities

(10 min/project)

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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

to act promptly and expeditiously on public transactions;

3. Failure of the employee to give clear instructions to clients or shuttling clients

from one table to another; and

4. Any act or conduct analogous/similar to the foregoing.

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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.

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Where to file a grievance report?

Contact Person Address Contact Details

Arturo G. Valero, Ph.D. Regional Director


PRIME Regional Government

Center, Brgy. Carpenter Hill,

City of Koronadal 9506

South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Noel E. Quiratman Asst. Regional Director



Center, Brgy. Carpenter Hill, City

of Koronadal 9506

South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Maria Felicidad R. Guerrero Chief EDS, PPFD





South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Ma. Lulu E. Valencia Chief EDS, PMED





South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Rosa D. Lemana Chief EDS, DRD


PRIME Region 12 Center, Barangay

Carpenter Hill,


South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Juliet G. Bolando Chief EDS, PDIPBD





South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

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





South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Lalaine M. Sajelan Supervising Adm. Officer Bilis Aksyon Partner





South Cotabato

Office Tel. (083) 228-9203

(083) 228-6211

Grace B. Saqueton Regional Director

CSC Regional Office XII Gov. Gutierrez Avenue, Cotabato City

Office Tel. (064) 552-1118

Teresita R. Antolin Field Director

CSC FO – Cotabato City DPWH Compound, Cotabato City

Office Tel. (064) 421-1915

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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 Hotlines (083) 228-9203/(083) 228-6211. Visit our Public Assistance and Complaints Desk- Finance and Administrative

Division. We would be happy to serve you.

mailto:[email protected];%20neda%[email protected]

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Customer Feedback Form

The NEDA Regional Office XII is committed to serve the public with integrity,

professionalism, transparency, and excellence. We are requesting your honest assessment of the services provided to the public. We value your opinion because you are important to us. We assure you that all your responses shall be treated with utmost confidentiality.

Using the scale of 1 to 4, please rate the following statements by checking the

appropriate box: 1 - Strongly Disagree 2 - Disagree 3 - Agree 4 - Strongly Agree

Other Comment/s: __________________________________________________________________________________________________________________________________________________ Commendations: __________________________________________________________________________________________________________________________________________________ Please give suggestion/s on how we can improve our services. _________________________________________________________________________ Name (optional) __________________________ Office/Agency ____________________ Address __________________________________________________________________ Contact Number (if any) ________________ E-mail Address (if any) ________________ Signature _________________________ Date ______________________________

I T E M

Strongly Disagree

(1)

Disagree

(2)

Agree

(3)

Strongly Agree

(4)

A. On Entering the NEDA Regional Office XII - The guard is:

1. Courteous and respectful

2. Greets the client with a smile

3. Helpful

B. The Officer of the Day - Public Assistance and Complaints Desk is:

1. Courteous and respectful

2. Shows willingness to help customer

3. Knowledgeable

4. Precise and clear in giving instructions

5. Is dressed appropriately

C. The quality of service provided by the concerned staff is: Name of Attending Officer (Pls. identify):

1. Prompt

2. Efficient

3. Reliable

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Front Back

Figure 7

NEDA XII Service ID

Government & Nonprofit

NRO XII CITIZENS CHARTER as of Feb 2016