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GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 1
EXTERNAL SERVICES
ATTENDING WALK-IN QUERIES
Legal and Research Division
Contact No.: (02) 7900 - 6741 to 44 locals 117 and 124
Email Address: [email protected]
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 2
Name of Service Process: Attending Walk-In Queries
Division/Office/Unit: Legal and Research Division (LRD)
Description: Attends all walk-in queries regarding non-policy procurement related matters, or technical applications of the procurement rules and regulations from all clients.
Classification: Simple
Type of Transaction: G2G - Government to Government G2B - Government to Business G2C - Government to Citizen
Schedule of Availability of Service:
Monday to Friday, 9:00 A.M. to 4:30 P.M., except holidays
Who May Avail: NGAs, SUCs, GOCCs, GFIs, LGUs, CSOs and Private Sector
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Client contact details and email address. Requesting party
No CLIENT STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
REMARKS
1
Client may provide documents that will support their query.
Front Desk Officer (FDO) receives inquiry from walk-in clients, records the same prior to endorsement to the Action Officer of the Day (AOD) and processing of feedback form.
None 10 minutes FDO,
Administrative Division
2 None
AOD gathers information, evaluates the client issues or concerns, and acts appropriately in the following manner:
None None
Action Officer of the Day (AOD),
Legal and Research Division
2.1 Walk-In Query Form
For simple questions, AOD directly answers
None 1 day AOD,
Legal and Research
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 3
pursuant to available/known legal bases. For complex concerns, AOD advises clients to submit a letter-request via email or regular mail indicating the facts and circumstances of their query in order to receive a formal reply from the LRD.
Division
2.2
Refer to requirements in rendering NPM Opinions/ Letter-Requests.
For highly technical or requests escalating into a rendition of Non-Policy Matter (NPM) Opinion, refer to the process on this matter.
None
Refer to timeliness in
rendering NPM Opinions
AOD, Legal and Research Division
Includes research, coordination with other Divisions and elevation to the Executive Director for approval.
3
Refer to requirements in responding to email queries or rendering NPM Opinions/ Letter Replies, as the case may be.
Transmit written reply to client via email or regular mail, as the case may be.
None
Refer to requirements in responding to
email queries or rendering NPM Opinions/Letter-Requests, as the
case may be.
AOD, Legal and Research Division
Only if walk-in query becomes NPM.
END OF TRANSACTION
TOTAL No. of Client Steps 2
TOTAL No. of Agency Actions 2
TOTAL No. of TAT or Duration of the Activity 1 working day and 10
minutes
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 4
EXTERNAL SERVICES
ATTENDING PHONE-IN QUERIES
Legal and Research Division
Contact No.: (02) 7900 - 6741 to 44 locals 117 and 124
Public Assistance Team (PAT) locals: 101, 116, 119
Email Address: [email protected]
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 5
Name of Service Process:
Attending Phone-In Queries
Division/Office/Unit: Legal and Research Division (LRD)
Description: Attends all phone-in queries regarding non-policy procurement related matters, or technical applications of the procurement rules and regulations from all clients.
Classification: Simple
Type of Transaction: G2G - Government to Government G2B - Government to Business G2C - Government to Citizen
Schedule of Availability of Service:
Monday to Friday, 8:00 A.M. to 4:00 P.M., except holidays
Who May Avail: NGAs, SUCs, GOCCs, GFIs, LGUs, CSOs and Private Sector
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Client contact details and email address. Requesting Party
No CLIENT STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
REMARKS
1
Call for queries related to procurement
Public Assistance Team (PAT) receives phone queries and records the complete contact details of callers, asks the concern or issues of the client, and records and enters "action taken" in the Phone Query Management System (PQMS).
None; call
costs if reached via
mobile number
5 minutes
Public Assistance
Team (PAT) - Administrative
Assistants Legal and Research Division
2 None PAT directly answers simple questions.
None 30 minutes
PAT Member, Legal and Research Division
3 None PAT records response or action taken in
None 5 minutes PAT Member,
Legal and Research
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 6
the PQMS. Division
4 None
If further clarification is required due to complexity, PAT forwards call to Phone-in Responding Officer (PRO), Legal and Research Division (LRD).
None 2 minutes
PAT Member, Legal and Research Division
4.1 None
For simple questions, PRO directly answers pursuant to available/known legal bases. If additional information is necessary, PRO will return call to client.
None 1 hour
Phone-in Responding
Officer (PRO), Legal and Research Division
If PRO, LRD cannot answer, he/she will call back within 48 hours after call ends (see step 4.2).
4.2 None PRO, LRD shall return call to client.
None 2 days
PRO, Legal and Research Division
4.3
Refer to requirements in responding to email queries or Letter-Requests
For complex or highly technical concerns, PRO advises client to submit a letter-request via email or regular mail indicating the facts and circumstances of their query in order to receive a formal reply from the LRD.
None
Refer to requirements in responding to
email queries or Letter-Requests, as the case may
be.
PRO, Legal and Research Division
Includes research
END OF TRANSACTION
TOTAL No. of Client Steps 1
TOTAL No. of Agency Actions 4
TOTAL No. of TAT or Duration of the Activity 2 working days, 1 hour and 42 minutes
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 7
EXTERNAL SERVICES
RESPONDING TO EMAIL QUERIES
Legal and Research Division
Contact No.: (02) 7900 - 6741 to 44 locals 117 and 124
Email Address: [email protected]
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 8
Name of Service Process: Responding to Email Queries
Division/Office/Unit: Legal and Research Division (LRD)
Description:
Responses to email queries by requesting government agencies/ procuring entities, and private entities by providing guidance on non-policy procurement related matters, or technical applications of the procurement rules and regulations.
Classification: Simple
Type of Transaction: G2G - Government to Government G2B - Government to Business G2C - Government to Citizen
Schedule of Availability of Service:
Monday to Friday, 8:00 A.M. to 5:00 P.M., except holidays
Who May Avail: NGAs, SUCs, GOCCs, GFIs, LGUs, CSOs and Private Sector
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Client contact details and email address. Requesting Party
No CLIENT STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
REMARKS
1
Email Request from the requesting entity
Receiving Officer (RO) receives Request for Email Query and records the same in the Document Management Tracking System (DMTS).
None 10 minutes
RO is Front Desk Officer
(FDO) for Regular Mail, Administrative
Division
Cut-off for action on the email is 2:00PM.
Procurement Management Officer (PMO)
II/III Legal and Research Division
Copy furnish FDO for email
2 None RO submits to LRD Attorney V.
None 30 minutes
RO Legal and Research Division
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 9
3 None
LRD Attorney V determines appropriate action and instructs concerned LRD team member.
None 2 hours
Attorney V, Legal and Research Division
Appropriate Action includes determination whether to reject request based on GPPB Resolution No. 36-2013 or completeness or request; category of complete request-simple email 3 days; complex 7 days.
4 None
PMO II/III records instructions and forwards to assigned LRD team member.
None 30 minutes
PMO II/III, Legal and Research Division
Subject to availability of Resource Persons on identified schedule; In case of request for re-scheduling, fresh period will be applied.
5 None
PMO II/III acknowledges email query; and PMO II/III sends letter/email denying request (template).
None 1 hour
PMO II/III, Legal and Research Division
Written Communication may either be: (a) acknowledgment of request & for referral to LRD team member; (b) denial of request.
6 None
LRD team member drafts appropriate written communication for simple queries.
None 1 day
Team member, Legal and Research Division
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 10
None
LRD team member drafts appropriate written communication for complex queries.
None
Refer to timeliness in responding to Letter-Requests
Team member, Legal and
Research Division
LRD team member drafts appropriate written communication for highly technical queries.
None Team member,
Legal and Research Division
Attorney V shall review email reply drafts for complex queries.
None Attorney V, Legal and
Research Division
Attorney V shall review email reply drafts for highly technical queries.
None Attorney V, Legal and
Research Division
LRD team member finalizes and send Email Reply for simple and complex queries.
None Team member,
Legal and Research Division
END OF TRANSACTION
TOTAL No. of Client Steps 1
TOTAL No. of Agency Actions 6
TOTAL No. of TAT or Duration of the Activity 3 working days
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 11
EXTERNAL SERVICES
RESPONDING TO LETTER REQUEST/
RENDERING NON-POLICY MATTER OPINIONS
Legal and Research Division
Contact No.: (02) 7900 - 6741 to 44 locals 117 and 124
Email Address: [email protected]
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 12
Name of Service Process: Responding to Letter Requests/Rendering Non-Policy Matter Opinions
Division/Office/Unit: Legal and Research Division (LRD)
Description:
Assists in the issuance of non-policy matter opinions and letters in response to requests by the stakeholders dealing with non-policy procurement related matters or issues, or technical applications of the procurement rules and regulations.
Classification: Highly Technical
Type of Transaction: G2G - Government to Government G2B - Government to Business G2C - Government to Citizen
Schedule of Availability of Service:
Monday to Friday, 8:00 A.M. to 5:00 P.M., except holidays
Who May Avail: NGAs, SUCs, GOCCs, GFIs, LGUs, CSOs and Private Sector
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Client contact details and email address. Requesting Party
No CLIENT STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
REMARKS
1
Letter from the requesting entity
Receiving Officer (RO) receives Requests for Opinion in writing (letter or e-mail) and records the same in the Document Tracking System (DTS).
None 30 minutes
RO is Front Desk Officer
(FDO) for Regular Mail, Administrative
Division
Procurement Management Officer (PMO)
II/III Legal and Research Division
2 RO submits to LRD Attorney V.
None 30 minutes
RO, Legal and Research Division
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 13
3 None
LRD Attorney V determines appropriate action and instructs concerned LRD team member.
None 1 day
Attorney V, Legal and Research Division
Appropriate Action includes determination of the nature and completeness of the request. Nature of Request: (a) Letter Reply Criteria: i) Mere request for information or updates regarding on the law and rules. ii) Not novel as there are previous NPM Opinions or GPPB issuances covering the same issue. (b) Non-Policy Matter (NPM) Opinion Criteria: i) Requests for the interpretation of the provisions of Republic Act No. 9184, and its IRR and other associated issuances. ii) Requires clarification or guidance on the applicability of the laws and rules that are novel, i.e. no similar NPM Opinions or GPPB issuances dealing with the issue.
4 None
PMO II/III records instructions and forwards to assigned LRD team member; PMO II acknowledges regular mail.
None 30 minutes
PMO II/III, Legal and Research Division
5 None
LRD team member drafts appropriate written communication for highly technical queries or Non-Policy Matter (NPM) Opinion.
None 9 days/12
days
Team member, Legal and Research Division
Apply 12 days if the written communication is determined to be a Letter-Reply
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 14
6 None
Attorney V shall review drafts of letter replies for highly technical concerns and NPM opinions.
None 2 days/3 days
Attorney V, Legal and Research Division
Apply 3 days if the written communication is determined to be a Letter-Reply and not a NPM.
7 None
Deputy Executive Director (DED) reviews the draft Letter Replies/NPM-highly technical, and then either approves/initials the draft and instructs the assigned PMO/Atty. to finalize the same, or returns it to the LRD member for revisions.
None 2 days/3 days Deputy
Executive Director IV
Apply 3 days if the written communication is determined to be a Letter-Reply and not a NPM.
7.3 None
Executive Director reviews the draft (NPM Opinions), then either approves the draft and instructs the assigned PMO/Atty. to finalize the same, or returns it to the PMO/Atty. for revisions.
None 5 days Executive Director V
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 15
8 None
LRD team member proofreads and prints finalized copy.
None 1 hour
Team member, Legal and Research Division
9.1 None
DED signs finalized Letter Replies.
None 1 hour Deputy
Executive Director IV
9.2 None ED signs finalized NPM Opinions.
None 1 hour Executive Director V
10 None
Finalized Letter Reply/NPM Opinion is scanned, sent via email or original document is sent through registered mail and recorded.
None 2 hours
PMO II/III, Legal and Research Division
END OF TRANSACTION
TOTAL No. of Client Steps 1
TOTAL No. of Agency Actions 10
TOTAL No. of TAT or Duration of the Activity 20 working days
Due to the nature of the request, extension may allow up to 20 days pursuant to Executive Order No. 2, s. 2016.
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 16
FEEDBACK AND COMPLAINTS MECHANISM
Your feedback is important.
Please let us know how we have served you by doing any of the following:
1. Accomplish our Client Feedback or Complaints Forms the GPPB-TSO Front Desk
2. Send your Feedback through email – [email protected] or [email protected]
3. Talk to our Action Officer-of-the-Day (AOD). If you are not satisfied with our service, your written/verbal complaints shall immediately be attended to by the Action Officer-of-the-Day.
Contact Information:
Office Phone Number Email address
GPPB-TSO 7-900-6741 to 44 [email protected]
Presidential Complaints Center 8888 [email protected]
CSC Contact Center ng Bayan 0908-8816565
1-6565 [email protected]
Anti-Red Tape Authority 8478-5093 [email protected] [email protected]
Thank you for helping us improves our services!
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 17
Please let us know how we have served you. You may use this form for Compliments, Complaints and/or Suggestions.
CONTACT INFORMATION
Name
Address
Sex Male Female
Contact Numbers
E-Mail Address
Agency/Office
TYPE OF FEEDBACK (Kindly check)
COMPLIMENT COMPLAINT SUGGESTION
Date
Action Officer of the Day
Comments/Suggestions Details:
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
CRITERIA E VS S F P
1 Management and assistance extended by TSO Personnel
2 Professionalism and attitude exhibited by TSO Personnel
3 Acts on request/concerns of client promptly
4 Suggestions/recommendations given were helpful to the objective of the agency
5 Facilities are comfortable/functional/clean/organized.
Legend: E – Excellent, VS – Very Satisfactory, S – Satisfactory, F- Fair, P- Poor
Overall Satisfaction (please check)
EXCELLENT VERY
SATISFACTORY SATISFACTORY FAIR POOR
Thank you for helping us improves our services!
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE (GPPB – TSO)
CLIENT FEEDBACK FORM
GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE
CITIZEN’S CHARTER HANDBOOK
2020 (1ST Edition)
TSO Service Charter | 18
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