Rev - Nov2012 Citizen's Charter of CGPP PDF

CGPP Citizen’s Charter: A Manual of City Government Frontline Services
AGENCY: City Government of Puerto Princesa
DOCUMENT: Citizen’s Charter: A Manual of City Government Frontline Services
Hon. EDWARD S. HAGEDORN

City Mayor
City Government of Puerto Princesa

City Hall, Sta. Monica, Puerto Princesa City 5300, Palawan
Tel. + Fax: (048) 433-2766
January 2013
i
TABLE OF CONTENTS
1 Introduction ..................................................................................................................................... 1
2 Vision and Mission.......................................................................................................................... 2
3 Socio-Economic Profile .................................................................................................................. 3
4 City Government Organizational Chart .......................................................................................... 4
5 Service Standards .......................................................................................................................... 5
5.1 Office of the City Mayor.............................................................................................................. 6
5.2 Office of the City Vice Mayor ................................................................................................... 41
5.3 Office of the Sangguniang Panlungsod ................................................................................... 51
5.4 Office of the City Administrator ................................................................................................ 77
5.5 Office of the Human Resource Management Officer ............................................................... 83
5.6 Office of the City Planning and Development Coordinator ...................................................... 91
5.7 Office of the Civil Registrar ...................................................................................................... 95
5.8 Office of the City General Services Officer ............................................................................ 103
5.9 Office of the City Budget Officer ............................................................................................ 108
5.10 Office of the City Accountant ............................................................................................. 111
5.11 Office of the City Treasurer................................................................................................ 115
5.12 Office of the City Assessor ................................................................................................ 120
5.13 Office of the City Information Officer ................................................................................. 128
5.14 Office of the City Legal Officer ........................................................................................... 131
5.15 Office of the City Health Officer ......................................................................................... 136
5.16 Office of the City Social Welfare and Development Officer ............................................... 161
5.17 Office of the City Agriculturist ............................................................................................ 165
5.18 Office of the City Veterinarian ............................................................................................ 175
5.19 Office of the City Environment and Natural Resources Officer ......................................... 180
5.20 Office of the City Engineer ................................................................................................. 191
5.21 Office of the City Tourism Officer....................................................................................... 202
6 Performance Pledge and Feedback and Redress Mechanisms ................................................ 215
7 Annexes ...................................................................................................................................... 216
ii
TABLES
Table 1. Office of the City Mayor ........................................................................................................... 7

Table 2. Office of the City Vice Mayor ................................................................................................. 42
Table 3. Office of the Sangguniang Panlungsod ................................................................................. 52
Table 4. Office of the City Administrator .............................................................................................. 78
Table 5. Office of the Human Resource Management Officer ............................................................. 84
Table 6. Office of the City Planning & Development Coordinator ........................................................ 92
Table 7. Office of the City Registrar ..................................................................................................... 96
Table 8. Office of the City General Services Officer .......................................................................... 104
Table 9. Office of the City Budget Officer .......................................................................................... 109
Table 10. Office of the City Accountant ............................................................................................. 112
Table 11. Office of the City Treasurer ................................................................................................ 116
Table 12. Office of the City Assessor ................................................................................................. 121
Table 13. Office of the City Information Officer .................................................................................. 129
Table 14. Office of the City Legal Officer ........................................................................................... 132
Table 15. Office of the City Health Officer ......................................................................................... 137
Table 16. Office of the City Social Welfare and Development Officer ............................................... 162
Table 17. Office of the City Agriculturist............................................................................................. 166
Table 18. Office of the City Veterinarian ............................................................................................ 176
Table 19. Office of the City Environment and Natural Resources Officer ......................................... 181
Table 20. Office of the City Engineer ................................................................................................. 192
Table 21. Office of the City Tourism Officer ....................................................................................... 203
ANNEXES
Annex 1. Executive Order No. 011, s.2009. An Order Mandating the Establishment of Citizens’
Charter for the City Government of Puerto Princesa and Creating the Steering Committee and
Task Force for the Purpose ........................................................................................................ 217
Annex 2. Revised Customer’s Feedback Form (CGPP/QSF.DCC 18 – Rev. No. 01 Eff. Date: August
01, 2012) .................................................................................................................................... 221
Annex 3. Sangguniang Panlungsod Resolution No. 565-2009 ......................................................... 222
Annex 4. Directory of Local Departments/Offices .............................................................................. 224
iii
LIST OF ABBREVIATIONS
CBO City Budget Office/r

CED City Engineering Department
CENRO Community Environment and Natural Resources Office/r
CGPP City Government of Puerto Princesa
CHO City Health Office/r
CIO City Information Office/r
CLO City Legal Office/r
CR Certification of Registration
CSWDO City Social Welfare Development (Office/r)
CTC Community Tax Certificate
CTFRB City Tricycle Franchise and Regulatory Board
CTO City Treasurer’s Office
DENR Department of Environment and Natural Resources
DOH Department of Health
DOLE Department of Labor and Employment
DTI Department of Trade and Industry
ECCD Early Childhood Care Development
EIA Environmental Impact Assessment
EMB Environment Management Bureau
ENRO Environment and Natural Resources Office/r
GSIS Government Service and Insurance System
GSO General Services Office/r
HRMO Human Resource Management Office
IEC Information Education Campaign
IEE Initial Environmental Examination
LRCO Local Revenue Collection Officer
LTO Land Transportation Office
MTOP Motorized Tricycle Operators Permit
NBI National Bureau of Investigation
OFW Overseas Filipino Workers
OR Official Receipt
PENRO Provincial Environment and Natural Resources Office/r
PMMC Pre-Marriage Counseling Certificate
PNP Philippine National Police
POEA Philippine Overseas Employment Agency
POW Program of Work
PRC Professional Regulation Commission
RA Republic Act
RPT Real Property Tax
iv
SP Sangguniang Panlungsod
TIN Tax Identification Number
TODA Tricycle Operators and Drivers Association
TOE Tourism Oriented Establishments
TORU Treasury Operation Review Unit
TRE Tourism Related Establishments
TT Tetanus Toxoid
v
1 INTRODUCTION
In compliance with RA 9485, otherwise known as “Anti-Red Tape Act of 2007”

and in line with the vision of having a government which is centered towards a
service of excellence for the people of Puerto Princesa, the Citizen’s Charter of
Puerto Princesa City was established in June 2009. However, as a result of the
recently concluded ISO Internal Audit (August 2012) and to include other necessary
services being provided by the City Government of Puerto Princesa, its manual of
frontline services was updated. Although the CGPP has established and maintained
a quality management system to enhance customer satisfaction through effective
application of the systems, this was also done to be more responsive to changes
brought about by advances in systems, technology, growth and development. This
Manual was established to serve more than just a citizen’s guide in transacting with
the City Government of Puerto Princesa but also as a pledge between the City
Government of Puerto Princesa and its constituents.
As defined in RA 9485, this Manual of CGPP’s frontline services includes a

service standard, or a pledge, that communicates, in simple terms, information on
the services provided by the government to its citizens. It describes the step-by-step
procedure for availing a particular service, and the guaranteed performance level
that they may expect for that service.
Committed in advancing the system of management by intensifying the

campaign for the employees to put their excellent effort in rendering their services
for the Puerto Princesans while those at the helm of the CGPP are giving their finest
support, it is hope that this Manual will serve to be a more useful resource in order
to help meet the needs with regard to the services that the City Government of
Puerto Princesa can provide.
1
2 VISION and MISSION
VISION
TOWARDS A MODEL CITY

IN SUSTAINABLE DEVELOPMENT
MISSION
Promote a high degree of citizen and

private sector participation in
attaining balance between development
initiatives and environmental
protection;
Provide quality social services,

community facilities and economic
support services;
Carry out programs, projects and

activities that will support the
development thrusts of the
provincial, regional and national
governments;
To ensure transparent, responsive and

client oriented governance with the
highest degree of professionalism and
public accountability.
2
3 SOCIO-ECONOMIC PROFILE
Location and Land Area
The City of Puerto Princesa is located 306 nautical miles southwest of Manila, 205
nautical miles from Panay and about 250 nautical miles from Zamboanga. It is
bounded on the North by the Municipality of San Vicente and Roxas and on the
South by the Municipality of Aborlan. Its western side faces the South China Sea
while in its eastern coast lays the Sulu Sea.
Puerto Princesa City has a total land area of 253,982 hectares making it the largest
City in the country.
The City is comprised of 35 urban barangays and 31 rural barangays. The total area
of the urban barangays is 14,716 hectares or only 5.8% of the total land area of the
City. The largest land area of the City is comprised of the rural barangays with a
total area of 239,266 hectares or 94.2% of the total land area of the City.
3
4 CITY GOVERNMENT ORGANIZATIONAL CHART
4
5 SERVICE STANDARDS
5
5.1 OFFICE OF THE CITY MAYOR
This Office exercises general supervision and control on all city programs, projects,
services and activities; enforces all laws and ordinances relative to the general
governance of the city, City Charter
ordinances and all other laws
applicable within the jurisdiction of
the City. It has 12
divisions/sections as follows:
a) Personal Staff
b) Administrative Division
c) Community Affairs
Division
d) Permits and Licenses
Division
e) Employment Services
Division
f) City Sports Section
g) Housing Development
Division
Location:
2nd Floor, City Hall, Sta. Monica,
Puerto Princesa City
Phone Numbers:
Office of the City Mayor: (048) 433-
2249/ 433-9020
h) Communication Section Permits& Licensing: (048) 433-4274
City Housing Office: (048) 434-3786
i) Public Market Division
Library Services: (048) 433-6177
j) Slaughterhouse Division Public Market: (048) 434-8804
City PESO: (048) 433-6864
k) Library Services Division
l) City Management Information System
Division
6
Table 1. Office of the City Mayor
SERVICE STANDARDS
STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

FRONTLINE SERVICES
REQUIREMENTS (P) TIME PERSON
Applicant/Client Service Provider
1. Issuance of Mayor's 1. Submit required 1. Receive the documents - Judge clearance, P 100.00 10 minutes Micaela
Clearance documents to the Office and prepare the Fiscal clearance, Pastrana/
of the City Mayor- clearance Police clearance Esperanza
Administrative Division - Official Receipt Guinto
- Community Tax
2. Approve the clearance Certificate 5 minutes Teresita Villena/
Florencio
Fernandez
2. Receive approved 3. Record and release 5 minutes Esperanza
Mayor's clearance document with dry seal Guinto
2. Request for the
Approval of the
following:
a. Permit for Cockfight 1. Submit letter request 1. Receive/record incoming - Letter request 250.00 per 10 minutes Micaela
b. Permit to Hang documents with required day for Pastrana/
Streamers/Billboard attachments cockfight Bernadette
c. Use of City Streets permit only Quirino
d. Use of Parks/ Plazas
e. Use of Audio-Visual 2. Wait for the action on 2. Review/ check incoming 5 – 10 minutes Florencio
Hall the request documents Fernandez
f. Use of City Coliseum
g. Use of Service Bus/es
3. Act on the request 5 minutes Teresita Villena/
h. Demo of Products
i. Use of Sports Complex
Jesse Tabang/
j. Use of City Equipment City Admin. Atty.
k. Permit for Tomb Const. Agustin M.
Rocamora
3. Receive the document 4. Record and release 5 minutes Aileen San Luis
requested outgoing documents
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SERVICE STANDARDS

FRONTLINE SERVICES
3. Assistance to Clients Submit letter request 1. Receive, record - Letter request None 10 – 15 Micaela
for Financial incoming letter with necessary minutes Pastrana
Assistance attachment
2. Act on the request 10 – 15 Teresita Villena
minutes
2. Record/ release 5 – 8 minutes Aileen San Luis/
outgoing request Bernadette
Quirino
4. Approval of: 1. Submit documents with 1. Receive and record - Complete None 5 minutes Micaela
- Travel Order complete attachment documents documents signed Pastrana/
- Field Pass/Pass Slip by corresponding Esperanza
- Application for Leave Head of Office Guinto/
- Mayor’s Permit Imee Cacatian
- Disbursement
Vouchers 2. Wait for the action 2. Review/ check and initial 5 minutes Florencio
- Monthly/ Labor Payroll the documents Fernandez
- Obligation Request 3. Sign/initial documents 10 – 15 City Admin. Atty.
- Purchase Request minutes Agustin M.
- Purchase Order Rocamora
- Program of Work
- Notice of Awards 3. Receive signed 4. Record and release 5 minutes Esperanza
- Contracts documents signed documents Guinto/
- Abstract of Bids Imee Cacatian
- BAC Resolution
- Certificate of
Appearance
- Waste Materials
- Certifications
8
SERVICE STANDARDS

FRONTLINE SERVICES
5. Invitations, Requests 1. Submit letter of 1. Receive/record incoming - Letter request 10 minutes Bernadette
to the following: invitation, requests letter with necessary Quirino
attachment
- Attendance to 2. Wait for the action 2. Review/ check incoming 10 minutes Florencio
Seminars, Conference, document and forward to Fernandez
Meetings, Lakbay-Aral the City Administrator or
the City Mayor
3. Forward acted 3. Wait for the action and 5 minutes Imee Cacatian/
documents to concerned forward to concerned Aileen San Luis
office or the City Mayor person
4. Record/ release acted 5 minutes Imee Cacatian/
documents Aileen San Luis
6. Approval of 1. Sangguniang 1. Receive/ record - Resolution, 10 minutes Aileen San Luis
Resolutions and Panlungsod to submit incoming ordinance
Ordinances approved resolution and ordinance resolutions/ordinances submitted by the
by the Sangguniang Sangguniang
Panlungsod Panlungsod
2. Attest the 8 minutes City Admin. Atty.
resolution/ordinance Agustin M.
Rocamora
3. Act and/or approve the 4 hours City Mayor Hon.
resolution/ordinance Edward S.
Hagedorn
4. Record/ release 10 minutes Aileen San Luis/
approved Imee Cacatian
resolution/ordinance
7. Issuance of:
a. Mayor’s Business 1. Submit all the 1. Interview and check the - Barangay Depends 30 minutes Aurea Pallaya &
Permit requirements to the requirements Clearance on the staff
assigned staff gross sales
9
SERVICE STANDARDS

FRONTLINE SERVICES
2. Wait for the instruction if 2. Capture and print - Community Tax
requirements are Mayor's permit Certificate
already complete
5. For businesses with 3. Sort and review as to - Sanitary Permit/

capital/gross of correctness of data Health Card
P100,000.00 below, wait
for the release within 30
minutes.
4. If the capital/gross is 4. Initial and recommend - Zoning
more than P100,000.00, for approval conformance
wait for the given
schedule of release.
5. Receive approved 5. Record and release to - Business Tax

Mayor's permit taxpayer Clearance
- Land Tax
Clearance
- Fire Safety
Clearance
- DTI
- SSS Clearance
- Phil Health
- PAG-IBIG
Clearance/
Certification
- Additional
requirements
according to
category of
business
10
SERVICE STANDARDS

FRONTLINE SERVICES
b. Registration of 1. Submit all the 1. Interview and check the - Barangay 160.00 / 15 minutes Aurea Pallaya &
Motorized Fishing requirements requirements Clearance 310.00 staff
Boats / License for
Motorboat Operator
2. Wait for the instruction if 2. Encode and print - Community Tax
requirements are certificate of number and Certificate
already complete. motorboat operator
3. Wait for the given 3. Sort and review as to - BFARMC
schedule of release. correctness of data
4. Receive the approved 4. Initial and recommend - Baywatch
certificate of number and for approval Clearance
motorboat operator
license.
5. Record and release to - Builders
taxpayer Certificate
- Certificate of
Number (for
renewal)
- MBOL
(Motorboat
Operator License);
for renewal
c. Sticker to Tricycle 1. Submit all the 1. Interview and check the - Barangay 700.00 to 15 minutes Aurea Pallaya &
Franchised Holder requirements requirements Clearance 858.00 staff
2. Wait for the release of 2. Record the data - Community Tax
sticker Certificate
3. Receive the sticker 3. Release sticker to - TODA Certificate
tricycle franchise holder
- OR and CR from
LTO
- Franchise copy
11
SERVICE STANDARDS

FRONTLINE SERVICES
- Inspection Slip
- Validation of
Franchise
- TRIKE
Clearance
d. Special Permit: 1. Submit letter request 1. Receive and record Letter request 20.00 30 minutes Aurea Pallaya &
letter request staff
- Caroling 2. Pay the corresponding 2. Encode and print
- Benefit Dance fees. approval
- Concert 3. Initial and sign the
- Raffle Draw approval
3. Receive approved 4. Release approved
request request
e. Certification as Letter request 100.00 30 minutes Aurea Pallaya &
requested: staff
- No registered Business
in the City
- Has Secured Mayor's

Permit
- Mayor's Permit is under

Processed
f. Certified Xerox/True 1. Submit letter request 1. Receive letter request Letter request 100.00 30 minutes Aurea Pallaya &
Copies of Mayor's staff
Permit, Certificate
Number, Motorboat
Operator License
2. Pay the corresponding 2. Research for the
fees. document to be certified
12
SERVICE STANDARDS

FRONTLINE SERVICES
3. Receive certified copies 3. Release certified copies
as requested as requested
8. Issuance of 1. Fill up request form 1. Verify name on - Request form 5 minutes Marjorie Mangilit
certification masterlist
2. Pay a certification fee 2. Prepare Billing - Official Receipt 100.00 20 minutes Delma M. Piñgol
Statement
3. Prepare certification - Latest Mayor’s Helen B.
Permit Antinero
4. Review the certification Salvacion D.
Catain
5. Approve the certification Rolando N.
Bustamante
3. Receive the certification 6. Record & release the Helen B.
certification Antinero/
Marjorie Mangilit
9. Calibration of If With Mayor’s Permit:
Weighing Scale
1. Proceed to Market Office 1. Calibrate/Check the - Mayor’s permit 10 minutes Roberto D. De
for calibration weighing scale Guzman
2. Record the result on - Record on 5 minutes Helen B.
“Record on Calibration” Calibration Antinero
3. Prepare Billing Helen B.
Statement Antinero
2. Pay sticker fee, etc. at - Billing Statement 75.00 CTO staff
the City Treasurer’s 200.00
Office
3. Proceed to Market Office 4. Attach calibration sticker - Calibration 5 minutes Helen B.
after payment for Sticker Antinero
recording - Record on
Calibration
13
SERVICE STANDARDS

FRONTLINE SERVICES
Note: Penalty of P200.00 is 5. Confiscate WS, if - Confiscated Roberto D. De
imposed if WS is found to be necessary Weighing Scale Guzman
tampered or with violations. Form
4. Receive the calibrated 6. Record and release the Helen B.
WS WS Antinero
If Without Mayor’s Permit:
1. Proceed to Market Office 1. Calibrate/check the - Mayor’s permit 10 minutes Roberto D. De
for calibration weighing scale Guzman
2. Prepare Billing Helen B.
Statement Antinero
2. Proceed to City - Billing Statement 100.00 5 minutes CTO staff
Treasurer’s Office for 200.00
payment 75.00
3. Proceed to Market Office 3. Record on “Record on - Record on 5 minutes Helen B.
after payment for Calibration” Calibration Antinero
recording - Mayor’s Permit
4. Attach calibration sticker - Calibration 5 minutes Helen B.
Sticker Antinero
- Record on
calibration
5. Confiscate WS if - Confiscated Roberto D. De
necessary Weighing Scale Guzman
Form
4. Receive the calibrated 6. Record and release Helen B.
WS Antinero
14
SERVICE STANDARDS

FRONTLINE SERVICES
10. Issuance of Market 1. Submit the complete 1. Accept the requirements - Previous year’s 5 minutes Marjorie Mangilit
Clearance & Lease requirements Mayor’s Permit
Contract - Barangay
Clearance
- Office
Requirement
2. Compute the necessary - Billing Statement 100.00 5 minutes Marjorie Mangilit
fees (Market clearance
fee, Market fees, and
rentals)
2. Proceed to City - Billing Statement CTO staff
Treasurer’s Office for
payment
3. Proceed to Market Office 3. Post payments to - Official Receipts Carmelita A.

for posting / recording of respective ledgers, Sebalda/
payments made Customer Account Armi M. Dela
Records Torre
4. Issue Market Clearance - Official Receipts 5 minutes Marjorie Mangilit
4. Seek the signature of

Section Chairmen
5. Submit papers to Market 5. Inspect the stall - Market 20 minutes Roberto D. De
Inspectors for inspection Clearance Guzman
6. Secure Lease Contract 6. Fill-up Lease Contract 10 minutes Helen B.
Antinero
7. Sign the Lease Contract 7. Attach the Lease - Market 10 minutes
Contract and Application Clearance
for Business Permit and - Lease Contract
release it to the client - Application for
Business Permit
15
SERVICE STANDARDS

FRONTLINE SERVICES
8. Submit papers to Market 8. Review the Market - Market 10 minutes Salvacion D.
Office for review and Clearance Clearance Catain
approval - Official Receipts
- Bgy. Clearance
9. Approve the Market - Market 30 minutes Rolando N.
Clearance Clearance Bustamante
- Lease Contract
- Application for
Business Permit
9. Notarization of Lease 10. Release the Lease 5 minutes Ismaelita S.
Contract Contract for notarization Abia
10. Submit notarized Lease

Contract to Office
11. Receive the approved 11. Record and release the 10 minutes Ismaelita S.
Market Clearance and approved Market Abia
photocopy the notarized Clearance and other
Contract supporting documents
11. Collection of Market (Walk-in Clients)
Fees and Rentals 1. Request for computation 1. Computation of market - Vendors 5 minutes Marjorie Mangilit
fees and rentals payment
Note: The office routinely - Customer
sends Billing statements to Account Record
clients from Bldg. 1-7 and - Daily Collection
those who opted to pay their forms
market rentals at the end of - Billing Statement
the month. Those who have 2. Proceed to the City - Billing Statement 5 minutes CTO Staff
their Billings already may Treasurer’s Office for
just proceed to Step # 2. payment
3. Proceed to Market Office 2. Post/ record the - Official Receipts 5 minutes Carmelita A.
for posting/ recording payments for market Sebalda/
fees and rentals Armi M. Dela
Torre
16
SERVICE STANDARDS

FRONTLINE SERVICES
3. Conduct routine 8 hours Roberto D. De
inspection around the Guzman
vicinity of the market
4. If violations are present, - Violators 8 hours Roberto D. De

give warnings to Monitoring & Guzman
violators which have Tracking Form
st nd
committed 1 and 2
offense.
Confiscation is done for - Violators 8 hours Roberto D. De
violators who have Monitoring and Guzman
committed 3rd offense. Tracking Form
5. Donate confiscated - Receipt of 8 hours Roberto D. De
merchandise to drop-in Confiscation of Guzman
centers, CSWD, etc. Seized
Merchandise
12. Slaughtering of:
- Hogs
For Regular Meat Vendors &
Walk-in clients:
1. Bring animals for 1. Ante-mortem inspection Veterinary Health 5.00/head 5 minutes Meat Inspectors:
slaughter Certificate
John B.
2. Slaughter animals 2.00/kg. 15 minutes
Santiago/
3. Post-mortem inspection 0.25/kg. 10 minutes Roger Z.

Badenas
4. Scale carcass None 3 minutes Nora B.
Callanga
5. Issue official receipts 5 minutes Assigned CTO
Staff
17
SERVICE STANDARDS

FRONTLINE SERVICES
For Walk-in clients only:
2. Pay slaughter fees & 6. Deliver carcass to old 0.50/kg. 1 hour Meat Inspectors
submit O.R. and new market
3. Pick-up carcass of 7. Collect slaughter fee 1 hour Assigned CTO
animals Staff
- Cattle Regular Meat Vendors &

Walk-in clients:
1. Bring animals for 1. Ante-mortem inspection - Veterinary Health 10.00/ 5 minutes Meat Inspectors:
slaughter Certificate head
2. Slaughter animals - Barangay 2.00/kg. 1 hour John B.
Clearance Santiago/
3. Post-mortem inspection - Proof of 0.25/kg. 10 minutes Roger Z.
Ownership (Inside Badenas
the City)
4. Scale carcass - Shipping Permit None 3 minutes Nora B.
from PNP (outside Callanga
the City)
5. Issue official receipts - Certification of 5 minutes Assigned CTO
Meat Inspection Staff
2. Pay slaughter fees & 6. Deliver carcass to old 0.50/kg. 1 hour Meat Inspector
3. Pick-up carcass of 7. Collect slaughter fee 1 hour Assigned CTO
animals Staff
18
SERVICE STANDARDS

FRONTLINE SERVICES
- Goats Regular Meat Vendors &
Walk-in clients
1. Bring animals for 1. Ante-mortem inspection Veterinary Health 5.00/ head 5 minutes Meat Inspectors:
slaughter Certificate
John B.
2. Slaughter animals 2.00/kg. 15 minutes Santiago/
3. Post-mortem inspection 0.25/kg. 10 minutes Roger Z.

Badenas
4. Scale carcass None 3 minutes Nora B.
Callanga
5. Issue official receipts 5 minutes Assigned CTO
Staff
2. Pay slaughter fees & 6. Deliver of carcass to old 0.50/kg. 1 hour Meat Inspectors
3. Pick up carcass of 7. Collect slaughter fee 1 hour Assigned CTO
animals Staff
13. Issuance of 1. Submit letter request 1. Receive and record letter Letter Request None 20 minutes
Certification of Gross request Saturnina O.
Sales Tesorio
2. Prepare Certification
3. Approve Certification Dra.Ma. Teresa
A. Quintero
(Acting
Slaughterhouse
Master IV)
2. Receive the approved 4. Record and release Saturnina O.
certification Certification of Gross Sales Tesorio
19
SERVICE STANDARDS

FRONTLINE SERVICES
14. Request for Annual 1. Submit letter request 1. Receive and record letter Letter Request None 2 weeks
Gross Sales of request
Individual Meat Saturnina O.
Vendors Tesorio
2. Prepare Annual Gross
Sales
3. Approve Annual Gross Dra.Ma. Teresa
Sales A. Quintero
(Acting
Slaughterhouse
Master IV)
2. Receive the approved 4. Record and release Saturnina O.
Annual Gross Sales Annual Gross Sales Tesorio
15. Labor Market

Information
a. Registration of Job 1. Register at applicants’ 1. Interview and evaluate - Resume/ None 5 minutes Mary Glor Z.
Applicants Logbook the applicant Bio-data Simon/
- School Ma. Joyce C.
2. Fill-up manpower skills credentials Enriquez/
registry form - Licenses (PRC, Imelda G.
Driver’s License, Canilla/
etc.) Nida C.
- Certificates of Villadolid
Employment
3. Submit documentary 2. Check/Validate - Certificates of
requirements submitted documents Training
- SRS Form
- Bgy. Clearance
20
SERVICE STANDARDS

FRONTLINE SERVICES
b. Job Matching Approach the responsible Match the applicants to job Biodata/Resume None 3 minutes Mary Glor Z.
person and submit vacancies available in the and other related Simon/
Resume/Bio-data and other masterlist documents Ma. Joyce C.
related pertinent documents Enriquez/
Imelda G.
c. Registration of Job Fill-up Employer’s 1. Check the data on Employer’s Reg. None 1 minute Canilla/
Vacancies (Local) Registration Form to register Employer’s Registration Form Nida C.
the company’s job vacancies Form Villadolid
and qualifications of their
manpower requirements
2. Approve the registration None 1 minute Aileen Cynthia
M. Amurao
3. Prepare job vacancy for Job Vacancy None 5 minutes Mary Glor Z.
posting to job vacancy Form Simon/
booth Ma. Joyce C.
d. Accreditation of Submit letter of intent with 1. Evaluate submitted - SEC Certificate None 30 minutes Enriquez/
Company (for documentary requirements documents of Registration Imelda G.
Licensed Placement - TIN Canilla/
Agencies) - Mayor’s Permit Nida C.
- POEA License Villadolid
- Approve Job
2. Approve the Orders with None 30 minutes Aileen Cynthia
accreditation Balances M. Amurao
21
SERVICE STANDARDS

FRONTLINE SERVICES
16. Referral and
Placement (Local and
Overseas)
a. Referral of Job 1. Select from vacancies 1. Evaluate the - Resume/ Bio- None 1 minute Mary Glor Z.
Applicants for Job posted at job vacancy qualification of data with passport Simon/
Placement booth the vacancies the applicants from - School Ma. Joyce C.
applicant wish to apply submitted documents Credentials Enriquez/
and inform the 2. Provide referral slip to - Licenses (PRC, Imelda G.
responsible person job seeker Driver’s License, Canilla/
etc.) Nida C.
- Certificates of Villadolid
Employment
2. Proceed to the referred - Certificates of
employer Training
- SRS Form
- Bgy. Clearance
b. Special Recruitment 1. Submit letter of intent 1. Validate submitted - Certificate of None 1 day Mary Glor Z.
Activity (Overseas) and other documentary documents Registration Simon/
requirements - TIN Ma. Joyce C.
- Letter of Intent Enriquez/
- Approved Job Imelda G.
Orders & Canilla/
Vacancies Nida C.
Villadolid
2. Receive No Objection 2. Issue No Objection None 1 hour Aileen Cynthia

Certificate Certificate M. Amurao
22
SERVICE STANDARDS

FRONTLINE SERVICES
3. Apply for Special 3. Disseminate information - Public notice None 1 week or as Mary Glor Z.
Recruitment Authority - Flyers required Simon/
with POEA - Job Vacancy Ma. Joyce C.
Form Enriquez/
Imelda G.
Canilla/
Nida C.
Villadolid
4. Line-up applicants From date of

NOC to date of
recruitment
4. Conduct Recruitment 5. Screen applicants Mary Glor Z.
Simon/
Ma. Joyce C.
6. Assist recruitment - Approved SRA 1 day or as Enriquez/
required Imelda G.
Canilla/
Nida C.
Villadolid
5. Submit Terminal Report 7. Certify Terminal Report - Terminal Report None 1 hour Aileen Cynthia
M. Amurao
c. Recruitment Activity 1. Submit letter request, 1. Validate submitted - Certificate of None 1 hour Mary Glor Z.
(Local) requirements and the documents Registration Simon/
company’s job - TIN Ma. Joyce C.
vacancies and - Letter Request Enriquez/
qualification of their Imelda G.
Manpower requirements Canilla/
Nida C.
Villadolid
23
SERVICE STANDARDS

FRONTLINE SERVICES
2. Receive No Objection 2. Issue No Objection None 1 hour Aileen Cynthia
Certificate Certificate M. Amurao
3. Disseminate information - Public Notice None Mary Glor Z.

- Flyers Simon/
- Job Vacancy Ma. Joyce C.
Form Enriquez/
4. Line-up applicants From date of Imelda G.
NOC to date of Canilla/
recruitment Nida C.
Villadolid
5. Screen applicants
3. Conduct recruitment 6. Assist recruitment 1 day or as
required
4. Submit Terminal Report 7. Certify Terminal Report - Terminal Report None 1 hour Aileen Cynthia
M. Amurao
d. Jobs Fair 1. Submit documentary 1. Invite employers - Certificate of None 3 days Aileen Cynthia
requirements Registration M. Amurao/
- TIN Mary Glor Z.
- Approved JO’s Simon/
2. Disseminate information - Public Notice None Upon Ma. Joyce C.
- Flyer organization to Enriquez/
- Job Vacancy Jobs Fair Imelda G.
Form proper Canilla/
2. Join the Jobs Fair 3. Assist Jobs Fair 1 day or as Nida C.
requested Villadolid
24
SERVICE STANDARDS

FRONTLINE SERVICES
17. Special Credit
Assistance for OFWs
- Lending Program for 1. File application and 1. Evaluate and verify - SCAO Form None 1 day Nida C.
Departing OFWs submit documents submitted documents - Biodata Villadolid/
- Bgy. Certificate Mary Glor Z.
- CSWD Simon
Certificate
- Medical
Certificate
- Job Order
- Passport
- Residence
Certificate
- NBI Clearance
- Sketch of
Residence
- Certificate of
Employment
- Pay Slip
- Form 2316
- SPA
2. Borrower and co-maker 2. Conduct credit None 1 day Nida C.
will be interviewed/brief investigation Villadolid/
of responsibility Mary Glor Z.
Simon
3. Approve the loan - All loan 3% of 1 hour Aileen Cynthia

documents approved M. Amurao
loan
25
SERVICE STANDARDS

FRONTLINE SERVICES
4. Prepare disbursement 1 hour Nida C.
voucher for processing Villadolid/
of payment Mary Glor Z.
Simon
3. Claim loan proceeds 5. Monitor the processing - Proof of 1% interest 1 hour Nida C.
and releasing of loan deployment: per month Villadolid/
- Overseas Emp. Mary Glor Z.
Cert. Simon
- POEA Official
Receipt
- Passport w/ Visa
- Emp. Contract
- Air Ticket
4. Pay loan 6. Collect payments
a. Issue Official - Official Receipt 8 minutes Nida C.

Receipt/ carding of Villadolid/
payment Mary Glor Z.
Simon
b. Issue collection 1% penalty 10 minutes Mary Glor Z.
notice to delinquent per month Simon
borrower for delayed
payments
c. Visit borrower/ co- 1 hour Mary Glor Z.
maker to collect Simon
payment
d. Remittance of 1 hour Nida C.

collection Villadolid/
Mary Glor Z.
Simon
26
SERVICE STANDARDS

FRONTLINE SERVICES
18. Special Program for 1. Submit biodata 1. Receive bio-data - Bio-data 1 minute Mary Glor Z.
Employment of Simon/
Students (SPES) Ma. Joyce C.
2. Report for interview 2. Interview and screen the 5 minutes Enriquez/
applicant Imelda G.
Canilla/
Nida C.
Villadolid
3. Submit necessary 3. Final interview and - Bio-data 5 minutes Aileen C.M.

documents selection -School Cert. w/ Amurao
gen average
-Bgy. Cert. w/
4. Evaluate documents family income not 10 minutes Mary Glor Z.
more than Simon/
P36,000.00/a Ma. Joyce C.
4. Sign Employment 5. Prepare Assignment 5 minutes Enriquez/
- Residence Cert.
Contract Order Imelda G.
- CSWD Cert.
(OSY) Canilla/
5. Report to place of Nida C.
- SRS form
assignment Villadolid/
6. Monitor assigned SPES 10 minutes Aileen C.M.
Amurao
6. Submit DTR 7. Prepare Certificate of 5 minutes
Employment
7. Sign Certificate of 8. Prepare Job Order - Job Order 5 minutes Mary Glor Z.
Employment Contract -DTR Simon/
9. Prepare payroll – 60% of 5 minutes Ma. Joyce C.
SPES salary Enriquez/
Imelda G. Canilla/
10. Prepare SPES ID’s 5 minutes Nida C. Villadolid
11. Final checking of - All submitted 10 minutes

submitted documents SPES documents
27
SERVICE STANDARDS

FRONTLINE SERVICES
12. Submit documents to 5 minutes Aileen C.M.
DOLE for payment of Amurao/
40% salary counterpart Nida C.
Villadolid/
Mary Glor
Simon/ Joyce
Enriquez
8. Claim salary 13. Make announcement - Public Notice 5 minutes Mary Glor Z.
(“panawagan”) when to Simon/
claim 60% salary from Ma. Joyce C.
City and 40% salary Enriquez/
from DOLE Imelda G.
Canilla/
Nida C.
Villadolid
19. Manpower 1. Fill-up the Trainee's 1. Identify needed training - Trainee's Profile None 1 week Aileen C.M.
Enhancement Program Profile and submit - SRS Form Amurao
documents
2. Prepare training 1 day Aileen C.M.
proposal Amurao/
Nida C.
Villadolid
3. Disseminate information - Announcement 1 minute Mary Glor Z.

(“Panawagan”) Simon/
Ma. Joyce C.
Enriquez/
Imelda G.
Canilla/
Nida C.
Villadolid
28
SERVICE STANDARDS

FRONTLINE SERVICES
4. Screen the submitted 1 minute
trainee’s profile
5. Coordinate with
TESDA/DOLE regarding
training
2. Attend training 6. Assist in the training - Trainee’s profile No. of days
proper depend on kind
of training
20. Career Guidance and

Counseling
a. Counseling 1. Manpower Registration 1. Interview the applicant - SRS form 3 minutes Aileen C.M.
- Resume/Biodata Amurao/
- School Nida C.
Credentials Villadolid/
- Cert. of Mary Glor Z.
Employment Simon
2. Attend counseling 2. Counsel the applicant 1 hour Aileen C.M.

Amurao/
Mary Glor Z.
Simon/
Ma. Joyce C.
Enriquez/
Imelda G.
Canilla/
Nida C.
Villadolid
3. Referral 1 minute
29
SERVICE STANDARDS

FRONTLINE SERVICES
b. Career Guidance 1. Coordinate with DEPED - Letter request 5 minutes Mary Glor Z.
(schedule of career Simon/
guidance) Ma. Joyce C.
Enriquez/
Imelda G.
Canilla/
Nida C.
Villadolid
2. Upon approval of 5 minutes Mary Glor Z.

DEPED, prepare Office Simon/
Order Ma. Joyce C.
Enriquez/
Imelda G.
Canilla/
Nida C.
Villadolid
3. Approve Office Order Aileen C.M.
Amurao
1. Fill-up SRS form 4. Conduct career 4 hours per Mary Glor Z.
2. Attend career guidance information guidance to session Simon/
all secondary and Ma. Joyce C.
tertiary schools within Enriquez/
the city Imelda G.
Canilla/
Nida C.
Villadolid
30
SERVICE STANDARDS

FRONTLINE SERVICES
21. Request for the
approval of:
a. Permit to use the 1. Submit letter request 1. Receive and record the Letter request None 10 minutes Jane J. Eleazar
Ramon V. Mitra incoming communication
Sports Complex
Facilities
b. MOA for request of 2. Wait for the action/ 2. Prepare the permit or 8 minutes Jane J. Eleazar
technical assistance approval on all requests MOA
for trainers and
referees of the
different events
3. Receive the approved 3. Approve the permit or 4 minutes Antonio F.
permit or MOA MOA Reyes
4. Record and release the 5 minutes Jane J. Eleazar
document
22. Issuance of City 1. Submit 2 pcs. 1x1 ID 1. Check the completeness - ID picture (1x1) None 1 minute Jailynn D.
Library Card picture and validity of the - Valid ID Sulayao
requirements; instruct
the client to proceed to
the LC Issuance Counter
2. Fill up the application 2. Check the completeness 1 minute Vivien F.
form of data Banzuelo/
Jailynn D.
Sulayao
3. Record information, 2 minute
assign Library Card
number
3. Wait for the release of 4. Prepare the Library Card 4 minutes
Library Card
31
SERVICE STANDARDS

FRONTLINE SERVICES
4. Sign and receive the 5. Release the Library 2 minutes
Library Card Card; instruct client to
have it laminated and
inform client to renew
Library Card after a year
23. Issuance of Present City Library Card 1. Prepare the Internet/ Wi- - Library Card None 3 minutes Vivien F.
Internet/Wi-Fi Card and submit 1 pc 1x1 ID Fi Card - 1x1 ID picture Banzuelo
picture
2. File the Internet/Wi-Fi 2 minutes
Card for client’s record
24. Lending out 1. Select 2 pocketbooks to 1. Write the due date on - Library Card None 2 minutes Joymarie B.
pocketbooks be borrowed and the book card and date Olape/
present to the staff due slip Jenefer A.
assigned at the Rentino
Circulation Section 2. Attach book card to
Counter client’s Library Card;
give client book pass
2. Write his/her Library 3. File the client’s Library 2 minutes
Card number and affix Card with the book card
signature on the book attached to it
card
3. Take out the pocketbook 1 minute

and leave book pass at
the Baggage Counter
32
SERVICE STANDARDS

FRONTLINE SERVICES
25. Lending out of books 1. Get 2 books for 1. Instruct the client to fill- Library Card None 1 minute Joymarie B.
for photocopying photocopy, present to out the book card Olape/
the staff assigned at the Jenefer A.
Circulation Section Rentino
Counter
2. Write the date, his/her 2. Give book pass to client, 2 minutes

Library Card number, indicate in a slip the
and affix signature on exact time book was
the book taken out and attach it to
the book card and
client’s Library Card
3. Take out the book and 3. Get book pass and allow 1 minute
leave book pass to the client to take out the
staff at the Baggage book for photocopy
Counter
4. Return the book to the 4. Give to client his/her 1 minute
staff at the Circulation Library Card, return
Counter not later than 30 book to the shelf
minutes after book was
taken out
26. Internet/Wi-Fi Service 1. Approach to internet 1. Get client’s internet/Wi- Internet/Wi-Fi None 1 minute Vivien F.
room and request for Fi card from the file card Banzuelo
internet use
2. Wait for verification of 2. Verify client’s internet 1 minute
internet hours record hours record
3. Turn on the laptop 3. Enter the password 1 minute
4. Fill-out and write the 4. Instruct client to fill-out 1 minute
time in the attendance the attendance form
form
33
SERVICE STANDARDS

FRONTLINE SERVICES
5. Write the time out in the 5. Record client’s time 1 minute
attendance form and consumed in his/her
affix signature internet/Wi-Fi card
27. Library Assistance to 1. Present LC or any ID for 1. Ask client to present LC Library Card None 1 minute Jailynn D.
Clients first timer at the or any valid ID for first Sulayao
Baggage Counter timer
2. Wait for verification of 2. Check the validity of LC 2 minutes

LC validity
3. Deposit things except 3. Instruct client to deposit 2 minutes

valuable materials; get things; attach claim tag
LC with claim tag to client’s LC and give it
attached to it to client
4. Fill-out attendance form 4. Instruct client to fill-out 2 minutes

the attendance form; let
client enters the reading
room
5. Deposit LC at the 5. Staff assigned at the 1 minute Jenefer A.
reading room counter reading room counter Rentino/
ask client to deposit LC Vivien F.
at the counter; allow Banzuelo
client to research
6. Approach any staff for 6. Assist client who needs 5 minutes
research assistance research assistance
34
SERVICE STANDARDS

FRONTLINE SERVICES
7. After research, put 7. Reshelf books used 6 minutes Joymarie B.
books used at the Olape/
assigned table; get LC at Jenefer A.
the counter Rentino/
Vivien F.
Banzuelo
8. Present claim tag at the 8. Get claim tag from the 1 minute Jailynn D.
Baggage Counter; leave client and give back Sulayao
the library his/her things
28. Issuance of Housing 1. Request Certification for 1. Receive request for 3 minutes Liberty A.
Certification PALECO, water and certification Ramirez
other purposes
2. Check the client’s name 3 minutes

in the Data Base if
he/she is a beneficiary
or not of the City
Housing Program
2. Fill-up the HDD Form 08 - HDD Form 08 1 hour Felipe T.
(subject for inspection of - HDD Form 05 Pablico/
structure in the area) Darius J.
and Form HDD No. 05 Ebalang
(Client’s Information
Sheet)
3. Update Monthly 3. Refer client/s to City - Official Receipt 1 hour City Treasurer’s
Amortization payment Treasurer’s Office for Office
payment of his/her
monthly amortization
4. Secure Official Receipt 4. Prepare the certification - Official Receipt P 100.00 10 minutes Liberty A.
and submit it to the Ramirez
Housing Division
35
SERVICE STANDARDS

FRONTLINE SERVICES
5. Receive and sign the 5. Release the requested 5 minutes Liberty A.
duplicate copy of certification Ramirez
certification for file
29. Contract Signing 1. Appearance of spouses 1. Check client’s name in “Bilihan ng may None 3 minutes
(if married) is required in the Data Base if he/she Pasubaling
signing of contract is a beneficiary or not of Kasunduan”
the City Housing Project (HDD Form No.
11)
2. Prepare contract of None 5 minutes
beneficiary (“Bilihan ng
may Pasubaling
Kasunduan” (HDD Form
No. 11)
3. Submit/ endorse to CMO None CMO
for concurrence of the
City Administrator and
the City Mayor
4. Check the contract as to None
its completeness/
correctness
2. Prepare Notarial Fee 5. Submit to the Legal P 100.00 2 hours Legal Office
Office the prepared
Contract for Notarization
3. Receive the copy of the 6. Get the notarized copy 5 minutes Darius J.
notarized Contract from from the City Legal Ebalang
the Housing Division Office and release the
client’s copy.
36
SERVICE STANDARDS

FRONTLINE SERVICES
30. Issuance of Certificate 1. Fill-up request form 1. Receive the request - Travel Order None 5-10 minutes Doralee Ligad
of Appearance form
2. Present the Travel Order 2. Verify travel order Dan Itaralde/
issued by the Punong Anthony dela
Barangay/ City Mayor or Torre/
City Administrator Bino Arzaga/
3. Verify the log book and Florencio
prepare the Certificate Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
4. Approve request and Emil O. E.
sign the certificate Fuertes
3. Receive the Certificate 5. Record and release Doralee Ligad
of Appearance document
31. Issuance of Certificate 1. Fill-up request form 1. Receive the request - COMELEC None 8-12 minutes Doralee Ligad
of Scholarship of form Certification
Barangay Officials - Oath of Office
and/or their Siblings 2. Present the copy of 2. Approve the request Emil O. E.
Certificate from Fuertes
COMELC and Oath of
Office
3. Verify documents Dan Itaralde/
4. Prepare the certificate Anthony dela
Torre/
Bino Arzaga/
Florencio
Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
37
SERVICE STANDARDS

FRONTLINE SERVICES
5. Signature attesting the City
eligibility of the official to Administrator
the program Atty. Agustin M.
Rocamora
3. Receive the Certificate 6. Record and release Doralee Ligad
of Scholarship document
32. Drafting of Letter 1. Fill-up request form. 1. Receive the request None None 15 minutes Doralee Ligad
Request form
2. Approve the request Emil O. E.
Fuertes
3. Prepare the draft letter Dan Itaralde/
Anthony dela
Torre/
Bino Arzaga/
Florencio
Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
2. Receive the requested 4. Record and release the Doralee Ligad
draft letter draft document
33. Drafting of Barangay 1. Fill-up request form 1. Receive the request - Minutes of None 2 hours Doralee Ligad
Resolutions/ form Meeting where the
Ordinances requested draft
2. Present Minutes of 2. Approve the request resolution/ Emil O. E.
Meeting re request draft ordinance was Fuertes
taken up
38
SERVICE STANDARDS

FRONTLINE SERVICES
3. Prepare the draft Dan Itaralde/
resolution or ordinance Anthony dela
Torre/
Bino Arzaga/
Florencio
Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
3. Receive the draft 4. Record and release the Doralee Ligad
Barangay Resolution/ draft document
Ordinance
34. Drafting of 1. Fill-up request form 1. Receive the request - Barangay None 10 minutes Doralee Ligad
Appointments of form Resolution
Barangay Officials endorsing the
2. Present barangay 2. Approve the request appointment of Emil O. E.
resolution endorsing the chosen constituent Fuertes
appointment of chosen for the vacant
barangay constituent position
3. Prepare the appointment Dan Itaralde/
document/s Anthony dela
Torre/
Bino Arzaga/
Florencio
Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
3. Receive the draft 4. Record and release the Doralee Ligad
appointment draft document
39
SERVICE STANDARDS

FRONTLINE SERVICES
35. Preparation of Travel 1. Fill-up request form 1. Receive the request - Letter Invitation None 10 minutes Doralee Ligad
Order of Barangay form
Officials Outside the
City Jurisdiction
2. Present letter invitation 2. Approve the request Emil O. E.
from local or national Fuertes
government agency or 3. Prepare the travel order Dan Itaralde/
accredited private Anthony dela
institution to attend Torre/
seminar, training or Bino Arzaga/
convention Florencio
Guinto/
Eric Jagmany/
Bernabete
Caralipio/
Rudy Cadiena
4. Approve and sign the City
travel order Administrator
Atty. Agustin M.
Rocamora
3. Receive the travel 5. Record and release the Doralee Ligad
document travel document
Approved by:
BY AUTHORITY OF THE CITY MAYOR:
ATTY. AGUSTIN M. ROCAMORA

City Administrator II
40
5.2 OFFICE OF THE CITY VICE MAYOR
Act as the Presiding Officer of the

Sangguniang Panlungsod and sign all warrants Location:
drawn from the City Treasury for all 3rd Floor, City Hall, Sta. Monica,
expenditures for the operation of the Puerto Princesa City
Sangguniang Panlungsod.
Phone Number:
Appoint all officials and employees of the SP, (048) 433-2634
except those whose manner of appointment is
specifically provided in the Local Government
Code.
Exercise the powers and perform the duties and functions of the City Mayor in
his absence or in case of temporary vacancy as provided for in the Local
Government Code.
Administratively supervise the Sangguniang Panlungsod Secretariat.
41
Table 2. Office of the City Vice Mayor
SERVICE STANDARDS
STEPS/PROCEDURES
DOCUMENTARY FEES PROCESSING RESPONSIBLE
FRONTLINE SERVICES
ISSUANCE OF MOTORIZED
TRICYCLE OPERATORS
PERMIT
1. Processing of 1. Fill out the Application 1. Check all submitted - Duly notarized 693.00 for 10 minutes Hydhe Dizon
Application for New Form and have it duly documents application form Mayor's
Franchise notarized permit
2. Submit the duly 2. Inspect the tricycle units - ID pictures, 2x2 10 minutes Federico Molina
notarized application
form to the Person-In- - Pictures of
Charge tricycle unit
3. Record and file
- LTO OR-CR
4. Approve the release of more or less 1 Sangguniang
new franchise - Barangay week from the Panlungsod
Certification approval of the
Sangguniang
- Letter addressed Panlungsod
to the City Vice
5. Forward the approved Mayor None 1 hour City Councilor
application to SP Henry Gadiano
Secretariat (SP Com. on
Transportation)
2. New Franchise approved 1. Pay the filing fee and 1. Receive and record - LTO Official 10 minutes Rodelo M.
by the Sangguniang franchise fee at the approved MTOP Receipt (original Muñoz ,
Panlungsod (SP) City Treasurer's application from CTFRB with photocopy) Federico Molina,
Office Evelyn
Machado,
Camila Guarino
42
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Submit the required 2. Issue list of - LTO Certificate 150.00 10 minutes Rodelo M.
documents requirements for of Registration (filing fee) Muñoz ,
issuance of certificate of (original with Federico Molina,
franchise photocopy) Evelyn
Machado,
Camila Guarino
3. Receive MTOP 3. Receive and record - Latest 2x2 ID 350.00 10 minutes
certificate of franchise required documents picture, 2 pcs (franchise
fee)
4. Process MTOP - Official Receipt 1 week Rodelo M.
approved application for prescribed fees Muñoz & staff
and advise the applicant
to return on a specific
date for the release of
certificate
5. Release MTOP 8 minutes
certificate of franchise
3. Renewal of Franchise 1. Fill-up application form 1. Provide application form - Official Receipt 150.00 1 minute Rodelo M.
at the SP and pay the for prescribed fees (filing fee Muñoz & staff
filing fee and franchise
fee at the City - LTO Official
Treasurer's Office Receipt (original
2. Submit accomplished 2. Receive and record with photocopy) 350.00 10 minutes Rodelo M.
form and required accomplished - LTO Certificate (franchise Muñoz & MTOP
documents application and required of Registration fee) staff
documents (original with
3. Process MTOP photocopy) 1 week Rodelo M.
approved application Muñoz & MTOP
and advise the applicant staff
to return on the specific
the certificate
43
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Receive MTOP 4. Release MTOP - Validation/ 8 minutes Rodelo M.
certificate of franchise certificate of franchise Inspection/ Sticker Muñoz & MTOP
(original with staff
photocopy)
- Receipt of
payment of
supervision fee
(orig. w/
photocopy)
- Latest 2x2 ID
picture, 2 pcs.
- Original
certificate of
franchise
- Barangay
Clearance
(original with
photocopy)
- Tricycle
Operators &
Drivers
Associations
(TODA
certification)
(original with
photocopy)
44
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Re-Issuance of 1. Fill-up application form 1. Provide application form - Official Receipt 50.00 1 minute Rodelo M.
Franchise at the SP and pay the for prescribed fees (reprinting Muñoz & MTOP
reprinting fee of fee) staff
franchise and
certification fee at the
City Treasurer's Office
2. Submit accomplished 2. Receive and record - LTO Official 20.00 10 minutes Rodelo M.
application and accomplished Receipt (original (certificatio Muñoz & MTOP
required documents application and required with photocopy) n fee) staff
documents
3. Process MTOP - LTO Certificate 1 week Rodelo M.
approved application of Registration Muñoz & MTOP
and advise the applicant (original with staff
to return on the specific photocopy)
the certificate

photocopy)
- Receipt of
payment of
supervision fee
(orig. w/
photocopy)
- Latest 2x2 ID
picture, 2 pcs
- Original
certificate of
franchise
45
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
- Barangay
Clearance
(original with
photocopy)
- TODA
certification
(original with
photocopy)
- Affidavit of Loss
5. Application for 1. Fill-up application form 1. Provide application form - Official Receipt 50.00 1 minute Rodelo M.
Substitution Motorcycle at the SP and pay the for prescribed fees reprinting Muñoz & MTOP
reprinting fee of of franchise staff
franchise and
certification fee at the
City Treasurer's Office
2. Submit accomplished 2. Receive and record - LTO Official 20.00 10 minutes Rodelo M.
application and accomplished Receipt (original certification Muñoz & MTOP
required documents application and required with photocopy) fee staff
documents
3. Process MTOP - LTO Certificate 1 week Rodelo M.
approved application of Registration Muñoz & MTOP
and advise the applicant (original with staff
to return on the specific photocopy)
the certificate
46
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
photocopy)
- Receipt of
payment of
supervision fee
(orig. w/
photocopy)
- Latest 2x2 ID
picture, 2 pcs.
- Original
certificate of
franchise
- Barangay
Clearance
(original with
photocopy)
- Tricycle
Operators &
Drivers
Asso.(TODA
certification)
(original with
photocopy)
6. Application for Transfer 1. Receive and record - LTO Official 1,500.00, 10 minutes Rodelo M.
of Franchise approved approved MTOP Receipt (original transfer fee Muñoz & MTOP
by the Sangguniang application from CTFRB with photocopy) (sale) Staff
Panlungsod 1. Pay the prescribed fee 2. Issue list of - LTO Certificate 100.00, 10 minutes Rodelo M.
at the City Treasurer's requirements for of Registration transfer fee Muñoz & MTOP
Office issuance of certificate of (original with (donation) staff
franchise photocopy)
47
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Submit the required 3. Receive and record - Latest 2x2 ID 10 minutes Rodelo M.
documents required documents picture, 2 pcs Muñoz & MTOP
staff
4. Process MTOP - Official Receipt 1 week Rodelo M.
approved application for prescribed fees Muñoz & MTOP
and advise the applicant staff
to return on a specific
certificate
3. Receive MTOP 5. Release MTOP 8 minutes Rodelo M.
certificate of franchise certificate of franchise Muñoz & MTOP
staff
7. Inspection of Motorized 1. Fill-up the inspection 1. Receive and record the - Previous None 10 minutes Rodelo M.
Tricycle and Validation and validation form at inspection and validation Inspection Form Muñoz/Federico
of Franchise the Sangguniang form and Inspect the Molina
Panlungsod and tricycle unit as to its road
proceed to the worthiness
Motorpool Division for
inspection of tricycle
unit
2. Check the description of - Previous 30 minutes Federico Molina
the motorcycle validation form
3. Advise the clients to - Original 2 minutes Rodelo Muñoz
return to the Vice Certificate of
Mayor’s Office, Franchise
Franchise Div. for the
validation of the
certificate of franchise
4. Validate Clients - Certificate of 5 minutes Rodelo M.
certificate of franchise Franchise Muñoz & MTOP
2. Receive the validated 5. Record and release 8 minutes staff
certificate of franchise validated certificate of
franchise
48
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
8. Provision of small 1. Submit letter of 1. Inspect the proposed Letter request None 1 week Danilo Abrea/
infrastructures under the request/proposal site from schools or Charlie Nalzaro
Bayanihan sa Barangay barangay officials and the
Program Bayanihan
2. Arrange for site 2. If approved, prepare Brigade of the
inspection Program of Works City Vice
(POW) Mayor's office
3. If approved, provide 3. Groundbreaking More or less
free labor counterpart ceremony. Construct the one (1) week
until completion of the requested infrastructure to complete the
project thru bayanihan system. project
depending on
4. Spearhead the 4. Inauguration and turn the extent of
inauguration and turn over of the project involvement of
over of the project the community
9. Provision of Educational 1. Submit lists of 1. Conduct orientation with Endorsement from None 1 hour Violeta Dalonos/
Assistance to Grade 1 to beneficiaries (School the teachers and teachers and Jenifer Guzman
VI and 4th year students or Teachers beneficiaries approved by the
concerned) City Vice Mayor
2. Personally claim 2. Prepare final listing of

monthly allowance beneficiaries
(beneficiaries
3. Prepare payroll for
educational assistance
49
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
10. Provision of Financial 1. Submit letter or 1. Receive and record the - Letter request None 1 hour Hydhe Dizon/
Assistance request with letter and the required - Barangay Shirley Liwanag,
attachment attachments certification Jenifer Villaflor
- Other
2. Approve and sign the requirement if
request needed such as
medical certificate
2. Fill out necessary 3. Release the cash 1 week upon Jenifer Villaflor,
documents before assistance submission Shirley Liwanag
claiming the (first come first
assistance serve basis)
Approved by:
LUCILO R. BAYRON
City Vice Mayor II
50
5.3 OFFICE OF THE SANGGUNIANG PANLUNGSOD
Sangguniang Panlungsod serves as the policy-making body of the City Government.

This Office performs legislative and Quasi-judicial
Location: investigation services. It holds sessions and
3rd Floor, City Hall, Sta. Monica.
performs business in behalf of the City
Government. It keeps the records of the minutes
Phone Number: and proceedings of the Sangguniang
Sec. to the SP: (048) 433-6156 Panlungsod. It disseminates to all concerned the
policies of the City Government in the form of
Ordinances and Resolutions;
Legislative Power: Under the City Charter, the following are the general
powers and duties of the Sanggunian;
a) To provide for the levy and collection of taxes in accordance with the law.
b) To fix the number and salaries of officials and employees and laborers as
provided by law, rules and regulation.
c) To fix schedules of fees and charges for all services rendered by the city or
any of its departments, branches or offices.
d) To provide for the erection and maintenance of the public schools.
e) To establish and maintain or aid the establishment and maintenance of
vocational schools and institutions of higher learning.
Exercise such other powers and perform such other duties and functions as
may be prescribed by law or ordinance.
51
Table 3. Office of the Sangguniang Panlungsod
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Provides Legislative Action
a. PCSD/ DENR
Indorsement
1) Subdivision Submit Letter of 1. Receive and record - Letter Request 2,000.00 15 minutes Fe D. Rabelista/
2) Telecommunication Indorsement from incoming communication - Project Proposal 10,000.00 Merlinda O.
the City ENRO with and attach routing slip - Sketch Map Betita
3) Gasoline Station documentary - Barangay 2,000.00
requirements Resolution/
4) Rice/ Corn Mills Endorsement 1,000.00
5) Restaurants/ Cottages 2. Routing slip for action/ - Locational 1,000.00 5 minutes Samson A.
instruction of the signing Clearance Negosa
6) Funeral Parlor authority for approval or - ECAN/ PAMB 1,000.00 (City Secretary)
7) Ice Plant for inclusion in the Resolution 2,000.00
agenda - Photocopy of Title
8) Private Land Timber - IEE 1,000.00
Permit (PLTP) - City ENRO
Certification
9) Live Fish/ Aqua - Fire Indorsement/ 5,000.00
Product Certification (Except
10) Others not herein 3. Include the item in the Quarries) 1,000.00 1 week Melo Padon/
specified agenda - Special Power of Pedro H.
Attorney (if Dumagan
necessary)
11) Quarries 4. Record action in the - Special Power of 5,000 30 minutes Jeanette D.
plenary and indorses the Attorney (if Asuncion
item in the designated necessary) For renewal
committee shall be
required to
pay 50% only
52
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Record action in the 1 to 2 weeks Anne Jessica
committee and prepare Olbes/
committee report with Rizaldo A.
corresponding Rodriguez/
resolution/ ordinance if Monina G.
necessary Alcantara/
Merle P. Amador/
Mateo M. Gol-lod/
Ma. Lorena J.
Española/
Joel Solina/
Milagros T. Toca/
Peter H. Dumagan/
Melo B. Padon/
Sheryll Sabas/
Stenelie Grace
Ebite/
Alfredo C. dela
Torre
6. Include in the agenda for 10 minutes Melo B. Padon/
final action Pedro H.
Dumagan
7. Review/finalize approved 5 days Jeanette D.
Resolution/Ordinance for Asuncion/
final copy Anne Jessica B.
Olbes/
Jocelyn A.
Alfanoso
8. Final Copy forwarded to 4 hours Jeanette D.
the Record Officer Asuncion
53
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
9. Sign the Final Copy 1 week to
a. City Secretary 1 month Samson A.
Negosa
b. Presiding Officer/ Hon. Lucilo R.
City Vice Mayor Bayron
c. City Administrator Atty. Agustin M.
Rocamora
d. City Mayor Hon. Edward S.
Hagedorn
b. Exclusive Fishery Submit Letter 1. Receive and record New Applicant None 15 minutes Fe D. Rabelista/
Privilege request with incoming communication -Application Request Merlinda O.
documentary and attach routing slip -ECAN Cert/Board Betita
requirements -Project Proposal
-Locational Map
2. Routing slip for -Sketch Plan 5 minutes Samson A.
action/instruction of the -Barangay Resolution Negosa
signing authority for -Cedula (City Secretary)
approval or for inclusion - Barangay Cert. as
in the agenda Bonafide Resident for
at least one year
3. Include the item in the - If Judicial Entity, 1 week Melo B. Padon/
agenda Article of Pedro H.
Incorporation Dumagan
(Coop/Corp.)
4. Record action in the 30 minutes Jeanette D.
plenary and indorses the For Renewal- Asuncion
item in the designated additional
committee requirements
- DTI Certification
-Registration of
Vessel from the City
Licensing Division
-Mayor’s Permit
54
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Record action in the 1 to 2 weeks Anne Jessica
committee and prepare Olbes/
committee report with Rizaldo A.
corresponding Rodriguez/
resolution/ordinance if Monina G.
necessary Alcantara/
Merle P. Amador/
Mateo M. Gol-lod/
Ma. Lorena J.
Española/
Joel Solina/
Milagros T. Toca/
Peter H. Dumagan/
Melo B. Padon/
Sheryll Sabas/
Stenelie Grace
Ebite/
Alfredo C. dela
Torre
6. Include in the agenda 10 minutes Melo B. Padon/
for final Action Pedro H.
Dumagan
7. Review /finalize 5 days Jeanette D.
approved Asuncion/
Resolution/Ordinance for Anne Jessica B.
final copy Olbes/
Jocelyn A.
Alfanoso
55
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
1 month
a. City Secretary Samson A.
Negosa
Rocamora
Hagedorn
c. Reclassification of Land Submit letter 1. Receive and record -Application Letter None 15 minutes Fe D. Rabelista
request with incoming communication -Barangay Resolution
documentary and attach routing slip of Indorsement
requirements -Tax Declaration
2. Routing slip for (Certified by City 5 minutes Samson A.
action/instruction of the Assessor) Negosa
signing authority for -Tax Clearance (City Secretary)
approval or for inclusion -Photocopy of the
in the agenda Title
-Technical Description
-Zoning Clearance
3. Include the item in the 1 week Melo B. Padon/
-Subdivision
agenda Pedro H.
Plan/Vicinity Map
Dumagan
- Indorsement/
4. Record action in the Transmittal from City 30 minutes Jeanette D.
plenary and indorses the Administrator/Legal Asuncion
item in the designated Office
committee -Picture of the
property
56
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Record action in the 1 to 2 weeks Anne Jessica B.
committee and prepares Olbes
committee report with Rizaldo A. Rodriguez
corresponding Monina G. Alcantara
Merle P. Amador
resolution/ordinance if Mateo M. Gol-lod
necessary Ma. Lorena J. Española
Joel Solina
Milagros T. Toca
Peter H. Dumagan
Melo B. Padon
Sheryll Sabas
Stenelie Grace Ebite
Alfredo C. dela Torre
for final action Pedro H.
Dumagan
approved Asuncion/
Resolution/Ordinance Anne Jessica B.
for final copy Olbes/
Jocelyn A.
Alfanoso
Negosa
Rocamora
Hagedorn
57
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
d. NGO Accreditation Submit letter 1. Receive and record -Duly accomplished None 15 minutes Fe D. Rabelista/
request with incoming communication Application Form Merlinda O.
documentary and attach routing slip -Board Resolution Betita
requirements -SEC/Coop
2. Routing slip for Certification of 5 minutes Samson A.
action/instruction of the Registration Negosa
signing authority for -List of Current (City Secretary)
approval or for inclusion Officers & Members
in the agenda -Last Year’s Annual
Accomplishment
3. Include the item in the Report 1 week Melo B. Padon/
agenda -Last Year’s Financial Pedro H.
Statement Dumagan
-Profile Indicating
4. Record action in the purpose and objective 30 minutes Jeanette D.
plenary and indorses the of the organization Asuncion
item in the designated -Copy of the Minutes
committee of Meeting

committee and prepare Olbes
Merle P. Amador
Joel Solina
Milagros T. Toca
Peter H. Dumagan
Melo B. Padon
Sheryll Sabas
58
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
Dumagan
approved Asuncion/
Jocelyn A.
Alfanoso
1 month
Negosa
Rocamora
Hagedorn
e. Barangay Annual/ Submit 1. Receive and record -Proposed Barangay None 15 minutes Fe D. Rabelista/
Supplemental Budget letter/indorsement incoming communication Annual/Supplemental Merlinda O.
from the City Budget and attach routing slip Budget Betita
Officer -Certificate of
Availability of Fund
59
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Routing slip for 5 minutes Samson A.
action/instruction of the Negosa
signing authority for (City Secretary)
approval or for inclusion
in the agenda

agenda Pedro H.
Dumagan
plenary and indorses the Asuncion
item in the designated
committee

committee and prepares Olbes
Merle P. Amador
Joel Solina
Milagros T. Toca
Peter H. Dumagan
Melo B. Padon
Sheryll Sabas

Dumagan
60
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
approved Asuncion/
Jocelyn A.
Alfanoso
1 month
Negosa
Rocamora
Hagedorn
f. Contract of Services Submit 1. Receive and record -Contract of None 15 minutes Fe D. Rabelista/
letter/indorsement incoming communication Services Merlinda O.
from the City Legal and attach routing slip Betita
Officer -Endorsement
2. Routing slip for from the City 5 minutes Samson A.
action/instruction of the Legal Office Negosa
in the agenda
61
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
agenda Pedro H.
Dumagan
committee

Merle P. Amador
Joel Solina
Milagros T. Toca
Peter H. Dumagan
Melo B. Padon
Sheryll Sabas

Dumagan
approved Asuncion/
Jocelyn A.
Alfanoso
62
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
1 month
Negosa
Rocamora
Hagedorn
g. Deed of Donation/ Sale of Letter of 1. Receive and record - Indorsement from None 15 minutes Fe D. Rabelista/
Property indorsement from incoming communication City Legal Office Merlinda O.
the City Legal with and attach routing slip Betita
documentary -Draft Deed of
requirements Donation/Deed of
2. Routing slip for Sale 5 minutes Samson A.
signing authority for -Letter of Intent (City Secretary)
in the agenda -Tax Declaration
3. Include the item in the -Xerox Copy 1 week Melo B. Padon/
agenda TCT/OCT Pedro H.
Dumagan
4. Record action in the -Locational Map 30 minutes Jeanette D.
committee
63
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
Merle P. Amador
Joel Solina
Milagros T. Toca
Peter H. Dumagan
Melo B. Padon
Sheryll Sabas

Dumagan
approved Asuncion/
Jocelyn A.
Alfanoso
Negosa
Rocamora
Hagedorn
64
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
h. Filing of Administrative 1. Submit the 1. Receive complaint and - Verified 2,000.00 5 minutes Fe D. Rabelista/
Case against Barangay complainant review completeness of Complaint Melo B. Padon/
Officials verified the documents - Affidavit of Rizaldo A.
complaint Witness Rodriguez
- Filing Fee
- Affidavit of Non-
Forum Shopping
- 4 copies each
2. Indicate 2 minutes Samson A.
action/instruction needed Negosa
in the routing slip. Assign (City Secretary)
the complaint to the
concerned staff
3. Prepare letter/ summon 10 minutes Rizaldo A.
for the Respondent Rodriguez
informing them about the
complaint
4. Sign the Letter/Summon 5 minutes Hon. Lucilo R.

Bayron
(City Vice Mayor)
5. Deliver letter/summon to 2 hours Diony
the respondent Illustrisimo
2. Receive the 6. Receive answer of the 3 minutes Fe D. Rabelista/

letter/summon. respondent and attach Melo B. Padon/
Submit routing slip for the action Rizaldo A.
Respondent/s of the City Secretary Rodriguez
answer
7. Refer to the concerned 1 minute Samson A.
Board Secretary to Negosa
prepare statement of (City Secretary)
facts of the case
65
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
8. Prepare facts of the case 8 hours Rizaldo A.
Rodriguez
9. Prepare letter/notice of 5 minutes
scheduled preliminary
conference to
complainant,
respondent, and for the
members of the
Committee of the Whole
(COW) for signature of
the CVM
10. Sign the Letter/Summon 5 minutes Hon. Lucilo R.
Bayron
(City Vice Mayor)
3. Receive 11. Deliver letter/notice to 2 hours Diony
letter/notice re Complainant, Illustrisimo
preliminary respondent, and to the
conference COW
12. Conduct preliminary 4 hours
conference to determine
if there is possibility of
amicable settlement
66
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
a. If there is settlement, Hon. Lucilo R.
case is dismissed Bayron
(City Vice Mayor)
Hon. Jimmy L.
Carbonell
Hon. Luis M. Marcaida III
Hon. Henry A. Gadiano
Hon. Vicky T. de
Guzman
Hon. Gregorio Q.
Austria
Hon. Mark David M.
Hagedorn
Hon. Rafaelita S.
Oliveros
Hon. Modesto V.
Rodriguez
Hon. Miguel T.
Cuaderno
Hon. Eleutherius L.
Edualino
Hon. Patrick M.
Hagedorn
Hon. Fernie May C.
Asuncion
Complainant
Respondent
b. If there is no
settlement case,
proceed.
13. Prepare notice to the 5 minutes Rizaldo A.
COW on the schedule of Rodriguez
Executive Session
67
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
14. Hold Executive Session 4 hours Hon. Lucilo R.
to determine the Bayron
existence of the Prima (City Vice Mayor)
Facie Case Hon. Jimmy L.
Carbonell
Hon. Vicky T. de
Guzman
Hon. Gregorio Q.
Austria
Hon. Mark David M.
Hagedorn
Hon. Rafaelita S.
Oliveros
Hon. Modesto V.
Rodriguez
Hon. Miguel T.
Cuaderno
Hon. Eleutherius L.
Edualino
Hon. Patrick M.
Hagedorn
Hon. Fernie May C.
Asuncion
Complainant
Respondent
15. Prepare Order/ 4 hours Rizaldo A.

Resolution on whatever Rodriguez
the findings of the COW
after finding of Prima
Facie.
16. Prepare notice to the 5 minutes Rizaldo A.
members of the COW to Rodriguez
determine issues
involved
68
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
17. Deliver Notice to the 2 hours Diony
Members of the COW Illustrisimo
18. Hold Executive Session, 4 hours Hon. Lucilo R.
call both parties with Bayron
their respective (City Vice Mayor)
counsels, and require Hon. Jimmy L.
Carbonell
them to submit Hon. Luis M. Marcaida III
Memoranda Hon. Henry A. Gadiano
Hon. Vicky T. de
Guzman
Hon. Gregorio Q.
Austria
Hon. Mark David M.
Hagedorn
Hon. Rafaelita S.
Oliveros
Hon. Modesto V.
Rodriguez
Hon. Miguel T.
Cuaderno
Hon. Eleutherius L.
Edualino
Hon. Patrick M.
Hagedorn
Hon. Fernie May C.
Asuncion
Complainant
Respondent
Respective
Councils
69
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
19. Prepare notice to 5 minutes Rizaldo A.
member of the COW for Rodriguez
an executive session to
hear the merits of the
case
20. Deliver Letter/notice to 2 hours Diony
the Member of the COW Illustrisimo
21. Hold Executive Session 4 hours Hon. Lucilo R.
to promulgate the Bayron
decision (City Vice Mayor)
Hon. Jimmy L.
Carbonell
Hon. Vicky T. de
Guzman
Hon. Gregorio Q.
Austria
Hon. Mark David M.
Hagedorn
Hon. Rafaelita S.
Oliveros
Hon. Modesto V.
Rodriguez
Hon. Miguel T.
Cuaderno
Hon. Eleutherius L.
Edualino
Hon. Patrick M.
Hagedorn
Hon. Fernie May C.
Asuncion
Complainant
Respondent
Councils
70
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
22. Draft decision of the 1 week Samson A.
COW Negosa
(City
Secretary)/
Rizaldo A.
Rodriguez
23. Record decision 1 hour Rizaldo A.
promulgated by the Rodriguez
COW
24. Serve decision to both 2 hours Diony
parties Illustrisimo
4. Receive 25. Receive complaint and Verified Motion for 3 minutes Fe D. Rabelista/
decision. review of completeness Reconsideration Melo B. Padon/
Submit Motion of the documents Rizaldo A.
for Rodriguez
Reconsideration
26. Indicate 1 minute Samson A.
action/instruction needed Negosa
in the routing slip. (City Secretary)
Forward the appeal to
the concerned staff.
27. Prepare letter 5 minutes Rizaldo A.
Rodriguez
28. Deliver letter to opposing 2 hours Diony

party Illustrisimo
29. Review Motion for 2 hours Samson A.

Reconsideration Negosa
(City Secretary)
71
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
30. Decide on the Motion for 4 hours Hon. Lucilo R.
Reconsideration Bayron
City Vice Mayor
Hon. Jimmy L.
Carbonell
Hon. Luis m. Marcaida III
Hon. Henry a. Gadiano
Hon. Vicky T. de
Guzman
Hon. Gregorio Q.
Austria
Hon. Mark David M.
Hagedorn
Hon. Rafaelita S.
Oliveros
Hon. Modesto V.
Rodriguez
Hon. Miguel T.
Cuaderno
Hon. Eleutherius L.
Edualino
Hon. Patrick M.
Hagedorn
Hon. Fernie May C.
Asuncion
City Councilor
31. File decision on the 5 minutes Rizaldo A.

Motion for Rodriguez
Reconsideration
2. Official Records and
Documents
a. Approved 1. Submit letter 1. Receive, record Letter request / For every 5 minutes Fe D. Rabelista/
Resolution/Ordinances request /request incoming Request form document Merlinda O.
form communication, and with at least Betita
attach routing slip one hundred
(100) words
72
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Routing slip for or fraction 5 minutes
action/instruction of the thereof,
signing authority for typewritten
approval (not
including the
3. Assign letter/request certificate 2 minutes Samson A.
form for payment and any Negosa
notation) (City Secretary)
2. Receive 4. Conduct researches and 20.00 10 minutes Anne Jessica B.
Request for retrieve documents Olbes/
payment requested Where the Rizaldo A. Rodriguez/
copy to be Monina G. Alcantara/
furnished is Merle P. Amador/
in printed Mateo M. Gol-lod/
Ma. Lorena J.
form, in Española/
whole or in Joel Solina/
part, for each Milagros T. Toca/
page (double Peter H. Dumagan/
this fee if Melo B. Padon/
there are two Sheryll Sabas/
pages Stenelie Grace Ebite/
in a sheet) Alfredo C. dela Torre
30.00
3. Submit receipt 5. Record and release 2 minutes Fe D. Rabelista/
of payment outgoing documents For Merlinda O.
/approved Res./Ord. certificate of Betita
correctness
4. Accomplish 6. Secure signature of (with seal of 1 minute Fe D. Rabelista/
Customers’ clients on logbook office written Merlinda O.
Feedback form on the copy Betita
or attached
thereto).
40.00
73
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
For certifying
the official
act of
Sangguniang
Panlungsod
with
certificate
and with seal
40.00
Photocopy,
per page
10.00
Copy of Journal of 1. Submit letter 1. Receive, record Letter request / For copy/s 5 minutes Fe D. Rabelista/
Proceedings request /request incoming Request form produced by Merlinda O.
a. Regular Session form communication, and copying Betita
b. Committee Meetings attach routing slip machine, per
c. Public Hearings page
d. Admin Case 2. Routing slip for 10.00 2 minutes Samson A.
approval
3. Assign letter/request 1-2 weeks Jocelyn A.
form to the Journal Alfanoso
Section to retrieve
documents requested
4. Submit copy of Journal 5 minutes Jocelyn A.
of Proceedings to the Alfanoso
records section for
release
74
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Assign letter/request 1 minute Fe D. Rabelista/
form for payment Merlinda O.
Betita
2. Receive the 6. Record and release 2 minutes Fe D. Rabelista/
document documents requested Merlinda O.
requested Betita
3. Sign the 7. Secure signature of 1 minute Fe D. Rabelista/
logbook clients on logbook Merlinda O.
Betita
b. Certificate of No Pending 1. Fill-up Request 1. Receive request form 3 minutes Melo B. Padon
Case/ With Pending Form and attach routing slip Rizaldo A.
Case Rodriguez
2. Routing slip for 2 minutes Samson A.
approval
3. Assign letter/Request 2 minutes Melo B. Padon/
form to the Quasi Rizaldo A.
Section Rodriguez
4. Assign Request form for 5 minutes Melo B. Padon/

payment Rizaldo A.
Rodriguez
5. For Signature of Signing 2 minutes Samson A.
Authority Negosa
(City Secretary)
75
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Receive the 6. Record and release 2 minutes Melo B. Padon/
certificate Certificate of No Pending Rizaldo A.
Case/ With pending case Rodriguez
3. Sign the 7. Secure signature of 2 minutes Melo B. Padon/
duplicate copy clients on Certificate of Rizaldo A.
No Pending Case/With Rodriguez
Pending Case Duplicate
Copy
Approved by:
SAMSON A. NEGOSA
Secretary to the Sangguniang Panlungsod
76
5.4 OFFICE OF THE CITY ADMINISTRATOR
It performs services and supports the activities of the Office of the City Mayor in the
dissemination and implementation of the city’s governing policies, rules, and regulations.
Location:
2nd Floor, City Hall, Sta. Monica
Phone Number:
(048) 434-2695
77
Table 4. Office of the City Administrator
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Request for the Approval
of the following
- Use of Mendoza Park 1. Submit letter request 1. Receive and record Letter request with None 10 minutes Mark Anthony P.
- Use of Audio Visual incoming documents necessary Heredero
Hall attachment
- Use of City Coliseum 2. Review/check incoming 5-10 minutes Cristina A.
- Use of Sports Complex documents Dacuan
- Service Bus
- Borrow/ Lease Heavy 2. Wait for the action on 3. Act on the request and 3 minutes City
Equipments the request refer to the concerned Administrator
- Green Trash Bin office Atty. Agustin M.
- Grass Cutters Rocamora
- Technical Assistance 3. Receive acted 4. Record and release
- Filling Materials request and proceed outgoing documents 8 minutes Mark Anthony P.
- City Band/ City Choir to the referred Heredero/
- Demonstration of concerned office Conchita A.
Products Bacalso
- Office Equipment
2. Assistance to clients 1. Submit letter request 1. Receive and record Letter request with None 10 minutes Mark Anthony P.
seeking financial/ legal incoming letter request necessary Heredero
assistance attachment
2. Review/check incoming 5-10 minutes Cristina A.
letter request Dacuan
2. Confer with the City 3. Act on the request and 15 - 20 City

Administrator refer to the concerned minutes Administrator
office Atty. Agustin M.
Rocamora
78
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Receive acted 4. Record and release 8 minutes Mark Anthony P.
request and proceed outgoing letter request Heredero
to the referred
concerned office/s (if 5. Assist in coordinating 15 - 20 Cristina A.
there is any) with the referred minutes Dacuan/
concerned office/s Rowena B.
Molina
3. Attestation of 1. Sangguniang 1. Receive, check Resolutions and None 10 minutes Nadine M.

Resolutions and Panlungsod signatories, and record Ordinances Wakefield
Ordinances approved by Secretariat to submit the incoming Resolution passed by the
the Sangguniang Resolutions and or Ordinance Sangguniang
Panlungsod Ordinances approved Panlungsod
by the Sangguniang 2. Review/check incoming 5-10 minutes Cristina A.
Panlungsod resolutions or Dacuan
ordinances
3. Review/ attest on the 10 minutes City

veracity of the Administrator
Resolution or Ordinance Atty. Agustin M.
passed by the Rocamora
Sangguniang
Panlungsod
4. Record and release 8 minutes Nadine M.

attested Resolutions and Wakefield /
Ordinances to the Office Conchita A.
of the City Mayor for his Bacalso
signature
79
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Approval of: 1. Submit document 1. Receive, check Complete None 10 minutes Imelda C.
- Purchase Request with complete signatories and documents duly Juaniza/
- Obligation Request attachments and duly attachments, and record signed by the Nadine M.
- BAC Resolutions signed by the Head incoming documents Head of Wakefield
- Notice of Award of Office concerned office
- Purchase Order
- Voucher 2. Review/check incoming 5-10 minutes Cristina A.
- Waste Material documents Dacuan
- COA Certification
- Certificate of
Emergency Purchase 3. Sign/ initial documents 1 minute City
- Abstract of Bids Administrator
- Program of Work Atty. Agustin M.
- Application for Bond of Rocamora
Bgy. Officials
- Contracts 2. Receive the signed/ 4. Record and release the 8 minutes Imelda C.
- Issuances initialed document document Juaniza/
Nadine M.
Wakefield/
Conchita A.
Bacalso
80
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Request for Endorsement 1. Submit Letter of 1. Receive, check all the Letter of None 10 minutes Imelda C.
to LTFRB Endorsement to attachments and record Endorsement to Juaniza
LTFRB from the incoming documents LTFRB from
PPLTT Office PPLTT Office and
together with the the letter request
letter request of the of the client
client 2. Review/check incoming 5-10 minutes Cristina A.
documents Dacuan
3. Sign the endorsement 1 minute City

Administrator
Atty. Agustin M.
Rocamora
2. Receive the signed 4. Record and release the 8 minutes Imelda C.

document signed Letter of Juaniza/
Endorsement Conchita A.
Bacalso
6. Attestation of 1. Submit the 1. Receive, check all the Certification None 10 minutes Nadine M.
Certification Certification duly attachments and record issued by the Wakefield
signed by the incoming documents office
concerned official
2. Review/check incoming 5-10 minutes Cristina A.

documents Dacuan
81
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Sign the endorsement 1 minute City
Administrator
Atty. Agustin M.
Rocamora
2. Receive the signed 4. Record and release the 8 minutes Nadine M.

document signed Certification Wakefield/
Conchita A.
Bacalso
Approved by:
ATTY. AGUSTIN M. ROCAMORA

CG Department Head II
(City Administrator II)
82
5.5 OFFICE OF THE HUMAN RESOURCE MANAGEMENT OFFICER
HRMO formulates personnel policies, rules and regulations in accordance with CSC
guidelines; develops a manpower plan and positive and sound recruitment program
for placement of qualified applicants. It establishes a system and plan for career and
personnel development programs, employee’s welfare and benefits. It has four
divisions, namely:
a) Administrative and Records Division

b) Human Resource Development and Training Division
c) Recruitment/Selection/Appointment and Statistics Division
d) Employees Welfare/ Benefits and Personnel Services Division
Location:
Ground Floor, City Hall, Sta. Monica
Phone Number:
(048) 433-2766
83
Table 5. Office of the Human Resource Management Officer
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
Request for Issuance of
Official Documents:
1. Certificate of Employment 1. Proceed to the 1. Give client Request 10 seconds Indira B. Buado/
and Compensation Admin. & Records Form Helen B. Naling
Division, and fill-out
the Request Form
2. Submit accomplished 2. Receive and record 10 minutes Indira B. Buado/
Request Form to the accomplished request Helen B. Naling
Admin. & Records form
Division
3. Approve the request 3 minutes Asst. CPO
Lourdes P.
Salonga
4. Encode, proofread, and 15 minutes Beverly P. Del

print the certificate Rosario
5. Initial the certificate for 2 minutes Nelly C. Solina
signature of the Asst.
CPO
6. Sign the certificate 2 minutes Asst. CPO
Lourdes P.
Salonga
84
SERVICE STANDARDS
STEPS/PROCEDURES
DOCUMENTARY FEES PROCESSIN RESPONSIBLE
FRONTLINE SERVICES
REQUIREMENTS (P) G TIME PERSON
3. Receive the 7. Release the signed 8 minutes Beverly P. Del
certificate requested certification thru the Rosario
Employees’ Welfare &
Benefits Division
2. Certificate of Leave 1. Proceed to the 1. Give client Request 10 seconds Indira B. Buado/
Balances Admin. & Records Form Helen B. Naling
the Request Form
Division
3. Approve the request 3 minutes Asst. CPO
Lourdes P.
Salonga
4. Compute, encode, and 15 minutes Mylene Atienza

print leave balances
5. Initial the Certificate of 2 minutes Nelly C. Solina

Leave Balances for
signature of the Asst.
CPO
85
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
6. Sign the certificate 2 minutes Asst. CPO
Lourdes P.
Salonga
3. Receive the 7. Release the signed 8 minutes Beverly P. Del
certificate requested certification thru the Rosario/
Employees’ Welfare & Ritzel Cortez
Benefits Division
3. Service Records 1. Proceed to the 1. Give client Request 100.00 10 seconds Indira B. Buado/
Admin. & Records Form Helen B. Naling
the Request Form

Division
3. Approve the request 3 minutes CPO Atty.
Expedito M.
Anigan
4. Prepare and print the 15 minutes Beverly P. Del

Service Records Rosario
5. Initial the printed Service 2 minutes Nelly C. Solina
Record for signature of
the CPO
86
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
6. Sign the Service Record 2 minutes CPO Atty.
Expedito M.
Anigan
3. Receive the Service 7. Release the signed 8 minutes Beverly P. Del
Record requested Service Record thru the Rosario
Employees’ Welfare &
Benefits Division
4. Training List Attended 1. Proceed to the 1. Give client Request - Latest Certificate None 10 seconds Indira B. Buado/
Admin. & Records Form of Training Helen B. Naling
Division and fill-out Attended, if there
the Request Form is any
Division
Expedito M.
Anigan
4. Print the Training 20 minutes Delilah

Records Fontanilla
5. Sign the printed Training 2 minutes Helen C. Lim
Records
3. Receive the Training 6. Release the signed 8 minutes Indira B. Buado/
List requested Training Records thru Helen B. Naling
the Administrative
Division
5. Copy of Appointment and 1. Proceed to the 1. Give client Request None 10 seconds Indira B. Buado/
Other Pertinent Admin. & Records Form Helen B. Naling
Documents Division and fill-out
the Request Form
87
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Submit accomplished 2. Receive and record - Approved 10 minutes Indira B. Buado/
Request Form to the accomplished request Request Form Helen B. Naling
Division
Expedito M.
Anigan
4. Locate from 201 Files 13 minutes Angelina E.
requested documents Magbanua/
Indira B. Buado
3. Receive the 5. Release the requested 8 minutes Indira B. Buado/
Documents documents thru the Helen B. Naling
requested Administrative Division
6. Authentication of 1. Proceed to the 1. Give client Request None 10 seconds Indira B. Buado/
Documents Admin. & Records Form Helen B. Naling
Division and fill-out
the Request Form
Division
Expedito M.
Anigan
4. Authenticate the 5 minutes Remedios D.
documents Redoña/
Angelina E.
Magbanua/
Indira B. Buado
88
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
requested documents data thru the Helen B. Naling
Administrative Division
7. List of Existing Vacant 1. Proceed to the 1. Give client Request None 10 seconds Indira B. Buado/
Positions Admin. & Records Form Helen B. Naling
the Request Form
Division
Expedito M.
Anigan
4. Photocopy the list of 5 minutes Melanie M.
vacant positions Sabas/
Emmanuel B.
Salazar
5. Sign the list 2 minutes Nelia T. Badilla
requested List of list of vacant positions Helen B. Naling
Vacant Positions thru the Administrative
Division
8. Human Resource Data 1. Proceed to the 1. Give client Request None 10 seconds Indira B. Buado/
and Statistics Services Admin. & Records Form Helen B. Naling
the Request Form
Division
89
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
Expedito M.
Anigan
4. Print the necessary data 10 minutes Melanie M.
Sabas/
Emmanuel B.
Salazar
5. Sign the printed data 2 minutes Nelia T. Badilla

requested data data thru the Helen B. Naling
Administrative Division
Approved by:
Atty. EXPEDITO M. ANIGAN

(City Personnel Officer)
90
5.6 OFFICE OF THE CITY PLANNING AND DEVELOPMENT COORDINATOR
OCPDC formulates and sustains an integrated economic, social, physical and other
development plans/programs and policies of the city; implements the City Zoning
Ordinance and other related laws, rules and regulations enacted by the Sangguniang
Panlungsod and the Housing and Land Use Regulatory Board. It has six (6)
divisions/sections, namely:
a) Administrative Section
b) Plans and Programs
Division
c) Research, Evaluation
and Statistics Division
d) Zoning Division
e) Project Development
Division
f) Geographic Information
System Division
Location:
Phone Number:
(048) 433-2183
91
Table 6. Office of the City Planning & Development Coordinator

SERVICE STANDARDS
STEPS/PROCEDURES DOCUMENTARY
FEES PROCESSING RESPONSIBLE
FRONTLINE SERVICES REQUIREMENTS
(P) TIME PERSON
1. Issuance of Locational
Clearance
a. for Mayor's Permit 1. Submit the application 1. Receive and record - Business 10 minutes Engr. Rex G.
with the requirements the application with Clearance from Bundac/
the required the Brgy. Engr. Edwin A.
attachments - Occupancy Roña/
Permit (for new Beatriz C.
2. Review and assess
application) Avorque/
the documents
- Lease Contract Engr. Learsi R.
2. Pay the prescribed 3. Receive the OR and (for new 100.00 10 minutes Guinto/
zoning fee at the Office of process the application/ if not Policarpio A.
the City Treasurer application the lot owner) Miguel,Jr./
- Brgy. Resolution Bobby T.
3. Receive the requested 4. Issue the clearance (for new Dagaraga
clearance application)
- Official Receipt
for Zoning Fee
b. for Building Permit 1. Submit all the necessary 1. Receive and review - Certified true 25 minutes Engr. Rex G.
requirements all submitted copies of title & Bundac/
documents tax declaration, Engr. Edwin A.
and land tax Roña/
clearance Policarpio A.
1. Accomplish the Zoning 2. Process the - Consent from lot Based on Miguel,Jr./
Conformance & issuance of owner/ lease project Engr. Learsi R.
Application for Locational Locational contract/ deed of cost Guinto/
Clearance and pay the Clearance sale/ certification Bobby T.
prescribed fee from CENRO- Dagaraga/
DENR (if not lot Danilo SJ. Del
owner) Rosario
92
SERVICE STANDARDS
(P) TIME PERSON
2. Receive the clearance 3. Approve and release - Building Plans,
the clearance Specification, Bill
of Materials/
Estimates
- Official Receipt
for locational
clearance
c. Consent on Merit Use 1. Fill-up the Application 1. Receive and record - Certified true 3,000.00 15 days to CPDC Engr.
Form and submit all the the application with copies of title, tax 1 month Jovenee C.
requirements with the the required declaration, and Sagun/
corresponding Lodgment attachments tax clearance Engr. Rex
Fee Bundac/
Engr. Edwin A.
2. Review and make - Segregation Roña/ DCC
initial assessment plan, building/ Members/
on the merits of the structure plan Engr. Learsi R.
proposed project. Guinto
3. Initiate the conduct - Consent from lot
of public/ community owner/ lease
consultation, if contract/ deed of
necessary. sale (if the
applicant is not the
lot owner)
4. Call for a meeting to - Brgy. Resolution,

deliberate and NTC/ DOTC
approve/deny the Clearance,
application CAAP/ATO
Clearance/
Evaluation Report
from DOH
93
SERVICE STANDARDS
PROCESSING RESPONSIBL
FRONTLINE SERVICES REQUIREMENTS FEES (P)
TIME E PERSON
2. Accomplish the 5. If approved, process - Official Receipt Based on 25 minutes
Certificate of Consent on the issuance of for prescribed fee project cost
Merit Use & Application Locational
for Locational Clearance, Clearance; if denied
and pay the prescribed return the submitted
fee documents to the
applicant
3. Receive the approved 6. Approve and release
clearance the clearance.
2. Printing of Maps 1. Accomplish the request 1. Receive and record - Accomplished Based on 1 to 2 days Ronilito S.
form the application form requested Cases/
map Vilma C.
2. Approve the request Hoseley/
form Julius C.
Cayabyab
2. Pay the map printing fee 3. Check the O.R. and - Official Receipt CPDC Engr.
process the for the map Jovenee C.
requested map printing fee Sagun or
authorized
representative
3. Receive the requested 4. Release and record
maps the requested maps
Approved by:
Engr. JOVENEE C. SAGUN

(City Planning & Dev’t. Coordinator)
94
5.7 OFFICE OF THE CIVIL REGISTRAR
This Office is responsible for carrying out the civil registration program in the City
pursuant to the Civil Registry Law, the Civil Code and other pertinent laws, rules and
regulations; and implements the City Civil Registry Ordinance and other laws, rules and
regulations passed by the Local City Council or Sanggunian.
Location:
Ground Floor, City Hall, Sta. Monica,
Phone Number:
(048) 433-7955
95
Table 7. Office of the City Registrar
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
Issuance of Civil Registry
Documents
1. Certificate of Live Birth
- Registered on time 1. Fill-up data sheet 1. Receive and review the Certificate of 10 minutes Ma. Beatriz R.
documents Marriage Engreso
2. Prepare the certificate 15 minutes Ermie M.

Panganiban
3. Record the documents 10 minutes Ma. Beatriz R.
for registration Engreso
4. Sign the certificate 2 minutes Madeleine G.

Ordillas/ CCR
Abner L. Maduro
2. Pay the 5. Issue receipt as proof of 50.00 2 minutes Joe-Mari P.
corresponding payments Torres
certificate fee
3. Receive the 6. Release owner's copy 8 minutes Erlito B. Delos
approved Certificate Angeles
of Live Birth
- Delayed Registration 1. Fill-up data sheet 1. Receive and review the - Certificate of 10 minutes Ma. Beatriz R.
documents for posting Marriage Engreso/
- Baptismal Madeleine G.
Certificate Ordillas
- School Records
- Immunization
Record
- Voter’s Affidavit
96
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Record and Post the 15 days Ermie M.
document Panganiban
3. Prepare the documents 30 minutes Ermie M.
Panganiban
4. Check and record the 10 minutes Ma. Beatriz R.
document for registration Engreso
5. Sign the document 2 minutes Ma. Beatriz R.

Engreso/
Madeleine G.
Ordillas/ CCR
Abner L. Maduro
2. Pay the 6. Issue receipt as proof of 300.00 2 minutes Joe-Mari P.
corresponding payments Torres
certificate fee
3. Receive the copy of 7. Release owner's copy 8 minutes Erlito B. Delos
approved Certificate Angeles
of Live Birth
2. Death Certificate 1. Submit filled-up 1. Receive and review the Accomplished 10 minutes Joe-Mari P.
Death Certificate document Certificate of Torres
Form Death (MF 103)
2. Post the document Affidavit (for 10 days Joe-Mari P.

(if delayed) delayed Torres
registration)
3. Record the document for 5 minutes Joe-Mari P.
registration Torres
97
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
Ordillas/ CCR
Abner L. Maduro
2. Pay burial permit fee 5. Issue burial permit 10.00 20 minutes Joe-Mari P.
Torres
3. Receive the 6. Release the owner’s 8 minutes Joe-Mari P.
approved Death copy Torres
Certificate
3. Marriage License 1. Apply for issuance of 1. Prepare the application - Certificate of Live 20 minutes Joe-Mari P.
Marriage License for Marriage License Birth Torres
2. Record the application - Baptismal 5 minutes Joe-Mari P.
Certificate Torres
2. Sign the prepared 3. Check the signatures of - School Records 15 minutes Joe-Mari P.
application form applicants Torres
4. Sign the - Certificate of 2 minutes Madeleine G.
prepared/approved Legal Capacity Ordillas/ CCR
application form Abner L. Maduro
3. Pay the processing 5. Issue receipt for - Certificate of No 150.00 2 minutes Joe-Mari P.
fee payment Marriage Torres
(CENOMAR)
6. Prepare Notice for 5 minutes Joe-Mari P.
posting Torres
7. Post the Notice 10 days Joe-Mari P.
Torres
4. Receive the Marriage 8. Issue Marriage License - Pre-Marriage 50.00 8 minutes Joe-Mari P.
License Counseling Torres
certificate
98
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Registered Certificate of 1. Submit filled-up 1. Receive, review and - Accomplished None 10 minutes Marichu O.
Marriage Certificate of record the documents Certificate of Heredero
Marriage Form for registration Marriage (MF 97)
2. Post the documents (if - Affidavit (for 10 days Marichu O.
delayed registration) delayed Heredero
registration)
Ordillas/ CCR
Abner L. Maduro
2. Receive the 4. Issue the registered 8 minutes Marichu O.
Certificate of certificate of marriage Heredero
Marriage
5. Legitimation and AUSF 1. Submit the required 1. Receive and examine - Certificate of 10 minutes Ma. Beatriz R.
(Affidavit to Use the documents the document Marriage Engreso/
Surname of the Father Madeleine G.
pursuant to RA 9255) - Joint Affidavit for Ordillas
2. Post the documents Legitimation 15 days Ma. Beatriz R.
Engreso
3. Prepare annotation on - Affidavit of 20 minutes Ma. Beatriz R.
the Certificate of Live Acknowledgement Engreso
Birth
2. Pay the 4. Issue receipt for - Certificate of No Legitimation - 2 minutes Joe-Mari P.
corresponding payment Marriage 200.00 Torres
processing fee (CENOMAR) AUSF –
100.00
3. Receive the 5. Release owner’s copy 8 minutes Madeleine G.
annotated Certificate Ordillas
of Live Birth
99
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
6. Indorse annotated 1 hour Madeleine G.
Certificate of Live Birth Ordillas/ CCR
to NSO upon request of Abner L. Maduro
the client
4. Receive copy of 7. Release copy of 8 minutes Madeleine G.
annotation annotated Certificate of Ordillas
Live Birth
6. Approved Petition for 1. Submit the petition 1. Examine the petition as - Baptismal 5 minutes Marichu O.
Correction of Clerical including the to completeness of Certificate Heredero
Error pursuant to RA requirements requirements and
9048 supporting documents. - School Records
2. Pay the 2. Receive the petition 1,000.00 10 minutes Marichu O.
corresponding upon payment by the - Marriage Heredero
processing fee petitioner of prescribed Certificate
fees.
3. Post the Petition in a - Voter’s 10 consecutive Marichu O.
bulletin board Registration days Heredero
Record
4. Act on the petition and 20 minutes CCR Abner L.
render a decision after - Passport Maduro
the completion of the
posting requirements -Valid
3. Receive a copy of the 7. Transmit a copy of the identification 1 hr Marichu O.
decision decision together with cards Heredero/ CCR
the records of the Abner L. Maduro
proceedings to the
Office of the Civil
Registrar General within
5 days
100
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
7. Approved Petition for 1. Submit the petition 1. Provide the list of - Documentary 2 minutes Marichu O.
Change of First Name including the required documents to Evidence to Heredero
pursuant to RA 9048 requirements support the petition support the
2. Examine the petition Petition 2 minutes Marichu O.
Heredero
- NBI Clearance
2. Pay the prescribed 3. Receive the petition 3,000.00 10 minutes Marichu O.
fees upon payment of - Police Clearance Heredero
prescribed fees.
- Certificate of
4. Post the petition in a Employment (if 10 consecutive Marichu O.
bulletin board employed) days Heredero
- Affidavit on Non-
Employment (if not
5. Publish the petition in a employed) once a week Marichu O.
newspaper of general for two Heredero
circulation - Affidavit of consecutive
Publication from weeks
6. Act on the petition and the Publisher and 5 days CCR Abner L.
render a decision a Copy of the Maduro
News Paper
Clipping
3. Receive the copy of 7. Transmit a copy of the 1 hour Marichu O.

the decision decision together with Heredero/ CCR
the records of the Abner L. Maduro
proceedings to the
Office of the Civil
Registrar General within
5 days
101
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
8. Authentication/ 1. Fill-up request form 1. Receive the Accomplished 10 minutes Erlito B. Delos
Certification of Civil accomplished request Request Form Angeles
Registry Documents form
2. Prepare the certification 30 minutes Erlito B. Delos
Angeles
3. Sign/ authenticate the 5 minutes Madeleine G.
documents Ordillas/ CCR
Abner L. Maduro
2. Pay the prescribed 4. Issue receipt as proof of 50.00 10 minutes Joe-Mari P.
fee and receive the payment and release Torres
requested document the document
Approved by:
ABNER L. MADURO
(City Civil Registrar II)
102
5.8 OFFICE OF THE CITY GENERAL SERVICES OFFICER
This Office formulates measures for consideration of the Sanggunian and provides
technical assistance and support to the Mayor in carrying out measures to ensure
delivery of basic services and provides adequate facilities pursuant to Section 17 of the
Local Government Code of 1991 and which require general services expertise and
technical support services.
Location:
PPC Land Transportation Terminal Bldg.
San Jose, Puerto Princesa City
Phone Number:
(048) 434-5228
103
Table 8. Office of the City General Services Officer
SERVICE STANDARDS

FRONTLINE SERVICES
Applicant/Client Service Provider REQUIREMENTS (P) TIME PERSON
1. Issuance of Certificate of Submit all the Receive documents and - Clearances from 2 minutes Cynthia H. Lao
Clearance requirements to the check if all clearances are Office concerned, Virginia L. Hular
a. Leave Application Receiving Clerk signed and information are Accounting and
correct Treasurer
1. Maternity Leave
2. Commutation of
Accrued Leave
3. Leave application
for more than 30
days
b. Travel Abroad
c. Retirement/ 1. Submit all the 1. Prepare GSO clearance - Clearances from 10-30 minutes Cynthia H. Lao
Resignation/ End of requirements and and check MR issued for Office concerned, City Virginia L. Hular
Term surrender all turn-over or cancellation Treasurer, Accounting Leonita V.
accountable of MR or counter MR for MRs issued Claudio
properties whether signature of recipient
serviceable or
unserviceable
2. Affix initial upon 1-2 minutes Crizon A.
checking on the Grande/
accuracy and Joselfino S.
completeness of Vicente
information
3. Sign clearance 1 minute City GSO

Roseville P. del
Rosario
104
SERVICE STANDARDS

FRONTLINE SERVICES
2. Receive clearance 4. Record and release 1 minute Cynthia H. Lao/
and affix signature clearance, duplicate Virginia L. Hular
on the duplicate copy retained for GSO
copy file duly signed by the
client
2. Inspection of supplies, 1. Proceed to GSO 1. Conduct inspection of - Delivery Receipt None 30 minutes to Crizon A. Grande/
materials, and equipment/ with the supplies, delivered goods and 2 hours Dante Gapulao/
spareparts materials and specification of items Arsenio B.
equipment for against delivery receipt Carambas
inspection, except
construction
2. Countersign Delivery - Inspection and 1 minute Crizon A. Grande/
materials (job site)
Receipts and approve Acceptance Report Dante Gapulao/
Inspection and Waste Materials Arsenio B.
Acceptance Report Report Carambas
3. Affix tagging stickers on 30 minutes to Crizon A. Grande/

the item for inventory 1 hour Dante Gapulao/
and inclusion in the Arsenio B.
asset list of the City and Carambas/
prepare PIS and MR to Leonita V.
end user for signature Claudio/
Aldrin C.
Magallon/
Virginia L. Hular
2. Receive copy of DR, 4. Release inspected 2-5 minutes Crizon A. Grande/

approved Inspection goods, delivery receipts Dante Gapulao/
and Acceptance and approved Inspection Arsenio B.
Report and Acceptance Report Carambas
GSO – Original copy of
PIS and MR
105
SERVICE STANDARDS

FRONTLINE SERVICES
3. Facilitate Registration 1. Submit vehicle 1. Receive, check and None 2-3 minutes Crizon Grande
and Insurance of Vehicles documents record the documents
(Supplier/ dealer)
2. Inspect the vehicle and 30 minutes Crizon A. Grande
stencil Engine/ Chassis
number
3. Accomplish application 10-20 minutes Crizon A. Grande
form for Insurance
based on the documents
received
4. Submit application to - Vehicle Sales 30 minutes Crizon A.

the Government Service Invoice (photocopy) Grande
Insurance System for - Stencils (Engine
issuance of Premium Bill and Chassis)
- Application form
(GSIS)
5. Registration of vehicle at A. New 1 hour Crizon A. Grande

the LTO - Vehicle Sales
Invoice
- Stock Report
- PNP Clearance
- LTO Inspection
Stencil – chassis
and Engine
- Insurance (GSIS)
106
SERVICE STANDARDS

FRONTLINE SERVICES
2. Receive Registration 6. Release Registration,
of Vehicle Plate Number and
documents Sticker of Vehicle to
end-user
Release renewed B. Renewal
registration and stickers - Photocopy of OR/
to end-user CR
- Stencil Engine and
Chassis
- Emission test
- LTO Inspection
Approved by:
ROSEVILLE DEL ROSARIO

(City General Services Officer II)
107
5.9 OFFICE OF THE CITY BUDGET OFFICER
CBO provides technical staff services to the Local Chief Executive and other local
officials on budgeting and other related matters. It has three divisions/sections, namely:
a) Administrative Services Section

b) Budget Review and Evaluation Division
c) Budget Operation Division
Location:
Phone Number:
(048) 433-2016
108
Table 9. Office of the City Budget Officer

SERVICE STANDARD
(P) TIME PERSON
1. Provision of assistance in 1. Submit duly 1. Receive and record - Properly filled-up None 3 minutes per Roberto D.
the preparation of and or accomplished Bgy. submitted Barangay Annual Standard Local barangay Herrera and
Preliminary Review Barangay Budget preparation forms & Supplemental Budgets Budget budget (submit Staffs
Annual and Supplemental Preparation Forms & receive)
Budgets. One (1) day per
barangay
2. Prepare necessary 2. Review compliance with - Signatures of budget (review)
adjustment/corrections if the requirements set forth in barangay officials 10 minutes per
required by the Budget the Local Government Code to all budget transmittal &
Review Division preparation forms attachments
necessary
3. When revision is not 3. Recommend approval or - Barangay Acting Asst.

required, the CBO revision/adjustments to Appropriation City Budget
forwards the reviewed Sangguniang Panlungsod Ordinance and Officer Roberto
Bgy. Budget to the AIP Resolution D. Herrera &
Sangguniang Panlungsod City Budget
with recommendation for Officer Regina
approval in its regular Cantillo
session.
109
SERVICE STANDARD
(P) TIME PERSON
4. Receive the Bgy.'s 4. Release copy of SP Roberto D.
copies of the CBO approved Bgy. Budget Herrera and
reviewed and SP Staffs
approved Bgy. Budget
2. Request for certification on 1. Submit prepared 1. Receive, stamp, index - Certified None 3 minutes Jerico T. Casia/
existence of available obligation request to and journalize according to charges/requests Victoria M.
appropriation. expenditures duly approved program and are necessary, Sermonia and
signed/certified of released allotment per lawful and proper Staffs
appropriate, necessary, quarter.
lawful & proper charges.
2. Review and verify if Acting Asst.
charges are necessary, CBO Roberto D.
lawful and proper Herrera and
Staffs
2. Attach documents 3. Require documents if 2 minutes Acting Asst.
when required by CBO found necessary by Admin. CBO Roberto D.
and Admin & & Appropriation Division. Herrera & City
Appropriation Division. Budget Officer
Regina Cantillo
3. Follow-up submitted 4. Certify existence of 1 minute City Budget
documents with appropriation and forward Officer Regina
certification of funds. the OBR's to the accounting Cantillo
or other departments.
Approved by:
REGINA CANTILLO
(City Budget Officer II)
110
5.10 OFFICE OF THE CITY ACCOUNTANT
This Office installs and maintains an Internal Audit System of the City, prepares financial
statement which may be needed in policy formulation or program implementation, and
apprises the City Mayor and other local government officials on the financial condition
and operation of the City. It has three (3) divisions/sections, namely:
a) Administrative and Records Section

b) Accounting Services Division
c) Internal Control Division
Location:
Phone Number:
(048) 433-4371
111
Table 10. Office of the City Accountant
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Issuance of Certificate of 1. Fill-up the request 1. Verify the latest - Official Receipt 100.00 10 minutes Marina April V.
Clearance form unliquidated report of for Certification Cahilig/
a) Retirement cash advance or the fee Ma. Elena R.
b) Livelihood 2. Pay the certification subsidiary ledger of Gabinete/
c) Service Record fee at the Office of General Fund/ Trust - Residence Aquilino B.
the City Treasurer Fund and Special Certificate Cariño,Jr./
Education Fund or index Rhodora R.
3. Present the card of the requesting - Position/ Item Presto/
certification fee client/ personnel Brenda R.
Cursod
2. Print certificate of
clearance
3. Sign certificate of No fee for Aida G. Dusong/
clearance, if cleared active City Accountant
employee Nanette A. Dario
4. Sign the duplicate 4. Issue certificate of Marina April V.
copy and receive the clearance Cahilig/
certificate of Ma. Elena R.
clearance, if cleared If not cleared, require Gabinete/
him/her to liquidate Aquilino B.
before the issuance of Cariño,Jr./
certification Rhodora R.
Presto/
Brenda R.
Cursod
112
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
d) Pag-ibig Contributions, 1. Fill-up the request 1. Verify from employees None 15 minutes Ma. Elena R.
GSIS Premiums/ form index card and to the Gabinete/
PhilHealth/ Multi- corresponding Adelaida E.
Purpose and Salary remittance file Dacuan
Loans
2. Print certificate of
clearance
3. Sign certificate of Aida G. Dusong/
clearance City Accountant
Nanette A. Dario
2. Sign the duplicate 4. Issue certificate of Ma. Elena R.

copy and receive the clearance Gabinete/
certificate of Adelaida E.
clearance Dacuan
2. Processing of claims and 1. Submit the claims 1. Receive and record to Logbook None 10 minutes Minerva M.
payment of General Fund, and payments incoming logbooks all Jacinto
Trust Fund, SEF and claims and
Barangay Fund disbursements
2. Verify supporting Disbursement 30 minutes Rosemarie T.
documents as to Vouchers and upon receipt of Bacatan/
mathematical supporting F/A, loans, Jovita S.
computations documents water and Gabinete/
(Supporting documents electric bills, Angeles M. Ruta/
should be proper, legal honoraria,
and complete.) remittances,
labor payrolls,
TEV and cash
advances
113
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Process verified Jocelyn P.
documents for indexing Salvador
and approval
4. Approve claims Aida G. Dusong/

City Accountant
Nanette A. Dario
5. Release approved Minerva M.

documents to the Office Jacinto
of the City Treasurer
Approved by:
NANETTE A. DARIO
(City Accountant II)
114
5.11 OFFICE OF THE CITY TREASURER
CTO stabilizes the finances of the City Government and its barangays; provides
financial data, technical advice and/or staff support, efficient and progressive
organization for fiscal administration particularly in the field of collection, custody and
disbursement of funds, budgeting, local taxation, accounting and auxiliary or general
services. It has six (6) divisions, namely:
a) Administrative Division
b) Treasury Operations Review Division
c) Cash Receipts Division
d) Cash Disbursement Division
e) Real Property Tax Division
f) Business Tax and Fees Division
Location:
Phone Number:
(048) 433-4696
115
Table 11. Office of the City Treasurer

SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Issuance of Community 1. Secure and fill-up 1. Assess and approve - Identification as per 5 minutes Belen C.
Tax Certificate application form for form for issuance of Card assessment Larrosa/
CTC CTC Rosalinda C.
Cabañero
2. After payment, 2. Issue CTC to taxpayers - Previous Year Remedios B.

receive the requested Valencia & Staff
CTC
2. Assessment & Collection
of taxes/Issuance of
Official Receipts
a. Real Property Tax 1. Query/Verification at 1. Verify Tax Account - Tax Declaration/ Real 50 minutes Merla R. Villa
RPT Div. Card/Encode taxpayers Official Receipts of Property & Staff
name/print statement of previous year Taxes
account
2. Present statement of 2. Issue Official Receipts - Statement of 5 minutes Remedios B.

account received as Statement of Account Account Valencia & Staff
from RPT Division to
Cash Receipts Div.
for payment of
corresponding taxes
3. Receive the OR and 3. Post to individual cards - Official Receipts 5 minutes Merla R. Villa
have it posted to & Staff
individual cards at the
RPT Division
116
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
b. Traffic Violations 1. Present traffic citation Compute , accept payment - Traffic Citation as per 5 minutes Remedios B.
ticket and pay the as per violation committed, Ticket assessment Valencia & Staff
corresponding and issued official receipts
penalty
2. Return to the Traffic
Management
Office/LTO and
present the OR for
retrieval of vehicle
c. Transfer Tax 1. Secure tax 1. Compute the proper tax - Deeds of Whichever 10 minutes Remedios B.
declaration from the Sale/Tax the higher x Valencia & Staff
City Assessor's Office Declaration .00605
2. Pay the 2. Issue Official Receipt Remedios B.

corresponding taxes Valencia & Staff
to the Cash Receipt
Division, then return
to the Register of
Deeds for issuance of
documents requested
d. Certification Fees 1. Secure order of 1. Accept payments based - Order of Prescribed 5 minutes Remedios B.
(CTO, Assessor, payment from the on the order of payment Payment/Letter fees Valencia & Staff
Engineering, concerned Request
Sangguniang department and
Panlungsod) proceed to the Cash
Receipts Division
117
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Pay the 2. Issue Official Receipts

corresponding fees
3. Proceed to the
concerned
department for the
issuance of
certification
requested
e. Business Tax 1. Accomplish and 1. Receive and assess - Barangay 10 minutes Elvira DC Carlos
(Processing of submit business gross business income Clearance & staff
Business Permit) application forms
2. Request billing 2. Issue/compute taxes, - Zoning 10 minutes Remedios B.

statement and pay fees, and quarterly dues Clearance Valencia & Staff
the corresponding
taxes
3. Present official 3. Post Official Receipt to - Old Mayor's 5 minutes
receipt for posting to individual cards and Permit/ Renewal
individual cards return to taxpayers
4. Submit documents to - Application
permits and licensing Forms
division for issuance
of Mayor's Permit
- Official Receipts
118
SERVICE STANDARD
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Checking of Remittance 1. Present Statement of 1. Review computation of - Statement and 10 minutes Thelma A.
and Deposit of Collections and have remittance and post to Summary of Doblado/
Collections it checked by the record book Collection and Evelyn J.
TORU personnel duplicate of official Bungcayao/
receipts Philip B. Ong
2. Submit collection to 2. Accept cash remittance - Deposit Slips, 10 minutes

LRCO III and deposit to the banks Cash and Check
and Bank Book
4. Disbursement and 1. Present approved Pay payrolls/vouchers to - Special Power of 15 minutes Mila P. Tan &
Issuance of Checks payrolls/vouchers claimant or issue checks Attorney staff
properly signed
2. Receive check/cash - Community Tax

for payment of claims Certificate
- Identification
Card
Approved by:
MARIA CORAZON A. ABAYARI

(City Treasurer II)
119
5.12 OFFICE OF THE CITY ASSESSOR
This Office implements the systematic assessment methods, procedures and

techniques as prescribed under the Real Property Code and in accordance with the
rules and regulations issued by the LGU and Department of Finance in order to ensure
the equitable distribution of the realty tax burden of the property owner in the city. It has
four (4) divisions, namely:
a) Administrative And Records Division

b) Tax Mapping Division Location:
c) Appraisal Division Puerto Princesa City
d) Building and Machineries Division
Phone Number:
(048) 433-2128
120
Table 12. Office of the City Assessor
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Issuance of Tax
Declaration
a. Simple Transfer 1. Fill-up request form 1. Receive/examine 1. Filled-up 30.00/ 1 to 5 days Melendrina V.
Without Improvement documents request form parcel dela Cruz
(Monday)/
Cecilia V. Capalla
(Tuesday)/
2. Fill-up sworn 2. Review of assignment of 2. Photocopy of Romeo T. Gaid
statement of true and City Assessor Title (Wednesday)/
current fair market Alfred Ryan C.
value of real property Sabas
(Thursday)/
Janet M. Cuyno
3. Pay the processing 3. Process documents 3. Tax Clearance (Friday)
fee at the Treasurer's
Office
121
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Approve/ sign Tax 4. Certificate of Melendrina V. dela
Declaration Authorizing Cruz (Monday)/
Registration Cecilia V. Capalla
(CAR) (Tuesday)/
Romeo T. Gaid
(Wednesday)/
Alfred Ryan C. Sabas
(Thursday)/
Janet M. Cuyno
(Friday)/
Roberto M. Nalica/
Engr. Joven C. V.
Baluyut/
City Assessor Engr.
Filemon D.
Reynoso,Jr.
4. Receive copy of Tax 5. Release owner's copy of 5. BIR fees Melendrina V.

Declaration Tax Declaration dela Cruz
6. Deed of Sale (Monday)/
Cecilia V. Capalla
7. Deed of (Tuesday)/
Donation Romeo T. Gaid
(Wednesday)/
8. Transfer Tax Alfred Ryan C.
Sabas
9. Official (Thursday)/
Receipt for Janet M. Cuyno
Transfer fee (Friday)
122
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
b. Simple Transfer With 8 days
Improvement
c. Subdivision/Consolidati
on:
- (1-5 parcels) without 8 days
improvement
- (1-5 parcels) with 10 days
improvement
improvement
improvement
improvement
improvement
- (15 - up parcels) with & 30 days or
without improvement more
2. Issuance of 1. Fill-up request form 1. Receive and evaluate 1. Filled-up 100.00 2 minutes Edsel Carlos M.
Computerized or requests request form (computerized) Davila/
Photocopy of Taxmap Arturo M.
Timbancaya/
Andross P. Del
Rosario
2. Pay the 2. Research and prepare 2. Tax 50.00 5 minutes Edsel Carlos M.
corresponding fee at computerized map Declaration (photocopy) Davila/
the Treasurer's Office including adjacent Andross P. Del
owners Rosario
3. Reproduce taxmap 3. Title 5 minutes Arturo M.
Timbancaya
123
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Evaluate and check 2 minutes Engr. Ma.
computerized maps Socorro R.
Caniedo
5. Approve computerized 2 minutes Engr. Ma.
and photocopy of tax Socorro R.
map Caniedo
3. Receive the 6. Release the 2 minutes Edsel Carlos M.
computerized or computerized or Davila
photocopy of tax map photocopy of tax map
3. Issuance of 1. Fill-up request form 1. Receive and examine 1. Filled-up 60.00 per 2 minutes Rex Cyrus
Certified/Photocopy of the documents request form tax Saldevia
Tax Declaration declaration
2. Secure tax clearance 2. Research and verify the 2. Tax clearance 5 minutes Rex Cyrus
at the Land Tax request Saldevia
Office
3. Pay the 3. Reproduce and certify 3. Official 2 minutes Rex Cyrus
corresponding fee at the tax declaration Receipt for Saldevia
the Treasurer's Office certified copy
fee
4. Review the documents 3 minutes Robert P.
Oliveros
5. Approve/ sign the tax 2 minutes Alma O.
declaration Romasanta
4. Receive certified/ 6. Record and release the 2 minutes Deevid Ryan

photocopy of tax documents Villaverde
declaration
124
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Issuance of Certifications
- Certification of No 1. Fill-up request form 1. Receive and examine 1. Filled-up 60.00 per 2 minutes Rex Cyrus
Property the documents request form certification Saldevia
- Certification of 2. Secure tax clearance 2. Research and verify the 2. Tax clearance 5 minutes Rex Cyrus
Encumbrance at the Land Tax request Saldevia
Office
- Certification of Tax 3. Pay the certification 3. Prepare and type the 3. Official 5 minutes Rex Cyrus
Declaration & Still fee at the Treasurer's certification Receipt for Saldevia
Existing Office certification
4. Review the documents 1 hour Robert O.
Oliveros
5. Approve/sign the 10 minutes Alma O.
certification Romasanta
4. Receive the 6. Record and release the 2 minutes Deevid Ryan
requested document Villaverde
certification
- Certification of Total 1. Fill-up request form 1. Receive and examine 1. Filled-up 60.00 per 5 minutes Rex Cyrus
Land Holdings the documents request form certification Saldevia
2. Secure tax clearance 2. Research and verify the 2. Tax clearance 3 hours Rex Cyrus
at the Land Tax request Saldevia
Office
3. Pay the certification 3. Prepare and type the 3. Official 2 hours Rex Cyrus
fee at the Treasurer's certification Receipt for Saldevia
Office certification
4. Review the documents 1 hour Robert O.
Oliveros
5. Approve/sign the 10 minutes Alma O.
certification Romasanta
125
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
requested document Villaverde
certification
5. Issuance of Certification 1. Fill-up request form 1. Receive and examine 1. Filled-up 60.00 per 1 week working Rex Cyrus
of No and With the documents request form certification days Saldevia
Improvements
2. Secure tax clearance 2. Assign request to 2. Tax clearance City Assessor
at the Land Tax appraisers for ocular Filemon D.
Office inspection Reynoso Jr./
Engr. Joven
Ciriaco V.
Baluyut
3. Pay the certification 3. Conduct ocular 3. Official Janet M. Cuyno/

fee at the Treasurer's inspection Receipt for Alfred Ryan C.
Office certification Sabas/
fee Jasmin G.
Abrea/
Romeo T. Gaid
4. Prepare the documents Rex Cyrus
Saldevia
5. Type the certification Rex Cyrus

Saldevia
6. Review the documents Alma O.
Romasanta
7. Approve/sign the Roberto M.
certification Nalica/
Engr. Joven
C.V. Baluyut
126
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
requested documents Villaverde
certification
Approved by:
FILEMON D. REYNOSO, JR.

City Assessor II
127
5.13 OFFICE OF THE CITY INFORMATION OFFICER
CIO provides technical assistance and support to the City Mayor; formulates measures
for the consideration of the Sanggunian; develops plans and strategies and upon
approval of the City Mayor implement the same; provides relevant, adequate and timely
information to the city government and its residents; furnishes information and data on
the city government agencies or offices as may be required by law; maintains effective
liaison with various sectors of the community and is in the frontline in providing
information during and in the aftermath of the manmade and natural calamities and
disasters; recommends to the Sangguniang Panlungsod and advises the City Mayor on
all other matters relative to public information and exercises such other duties and
functions as may be prescribed by law or ordinance.
Location:
Phone Number:
(048) 434-3765
128
Table 13. Office of the City Information Officer

SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Documentation/ 1. Fill-up the Request 1. Provide blank request Accomplished None 2 minutes Jamiro Javarez
facilitation of City Form or submit a form/ receive the letter of request form/ Elmer Guinto
Government sponsored request letter Request letter of request
activities
2. Approve the request 3 minutes City Information
Officer Alroben
J. Goh
2. Confirm the status of 3. Schedule documentation Notation to the 3 minutes City Information
the requested service request Officer Alroben
Assign task (s) to the Program/ J. Goh/
concerned staff Invitation designated CID
personnel
4. Inform the status of the 3 minutes Jamiro Javarez

request Elmer Guinto
129
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
2. Provision of press Opening of the city 1. Upload periodically news None None 2 minutes Edwin Rada
releases through government website: items to the city website Maya Estiandan
electronic mail/ internet puertoprincesa.ph Amie Bonales
2. Send copies to the email Elmer Guinto
addresses of different
media entities
3. LED Ads Wall Transact with the In- Present price quotation, Xerox copy of the P 3.00 per 10 minutes Mario Lauron
Management Charge for the uploading furnish LED Wall Ad official receipt, second Assigned
of the Ad Contract, Certificate of signed LED Ad Computer
Performance Wall Contract Uploader
Approved by:
ALROBEN J. GOH
(City Information Officer)
130
5.14 OFFICE OF THE CITY LEGAL OFFICER
CLO formulates measures related to legal services and provides legal assistance to the
Mayor in carrying out the delivery of basic services, exercises such other powers and
performs such other duties and functions in the interest of the LGU related to upholding
the rule of law. It has four (4) divisions/section, namely:

b) Records and Clerical Section
c) Inquiry and Investigation Division
d) Legal Research Division
Location:
2nd Floor, City Hall, Sta. Monica
Phone Number:
(048) 433-4370
131
Table 14. Office of the City Legal Officer

SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
1. Rendering of legal 1. Submit letter-request/ 1. Receive and record Letter-request/ None 1 to 30 days Rosa Katherine
opinion referral & supporting letter-request/ referral for referral and J. Angeles
papers, if necessary. legal opinion. attachment/s, if
necessary
2. See to it that client's 2. Check supporting Letter-request/ Lopel B.

copy has been papers as stated. Refer referral and Zapanta
properly stamped to CLO for assessment attachment/s, if
"RECEIVED" bearing and work assignment. necessary
the date, time and Advise the client date of
signature of the release of the legal
Receiving Officer. opinion.
3. Conduct research and Acting CLO Atty.

draft the legal opinion. Shirley R.
Daganta/
Atty. Joseph L.
Pardian,Jr./
Atty. Marc P.
Barone/
Aleprina A.
Villarez/
4. Review, finalize and Acting CLO

approve the legal Atty. Shirley R.
opinion Daganta/
Atty. Joseph L.
Pardian,Jr.
132
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
5. Secure feedback from Rosa Katherine
client. J. Angeles/
Divina O.
Fernandez
3. Give feedback. 6. Record and release the Rosa Katherine
Receive copy of the approved legal opinion. J. Angeles/
legal opinion Divina O.
Fernandez
2. Legal counseling or 1. Seek information 1. Acknowledge the None 5 minutes Rosa Katherine
assistance from the Frontline presence of the Client J. Angeles/
Service Officer. and know the purpose of Divina O.
visiting the office. Fernandez
2. Make an appointment 2. Refer to Legal Officers, 5 minutes Lopel B.
with the Frontline Assistant City Legal Zapanta
Service Officer Officer or City Legal
Officer on a “First Come,
First Serve Basis”.
3. Provide legal counseling 30 minutes to Acting CLO Atty.
or assistance 1 hour or as Shirley R.
needed Daganta/
Atty. Joseph L.
Pardian,Jr./
Atty. Marc P.
Barone
133
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
3. Sign the visitor's 4. Secure signature of 10 minutes Rosa Katherine
logbook before client and if possible, J. Angeles/
leaving the office; if feedback. Divina O.
possible give Fernandez/
feedback. Estelita T.
Calilung/
Lopel B.
Zapanta
3. Assistance in the 1. Approach the 1. Acknowledge the client 30 minutes-1 Rosa Katherine
preparation of legal Frontline Service and know the purpose of hour J. Angeles /
documents (Affidavits, Provider and inform his coming to the office. Divina O.
Deeds, Contracts, etc.) her about the Fernandez
purpose of coming to
the Office.
2. Provide relevant data 2. Refer to Legal Officers, 30 minutes to Lopel B.
or record. ACLO or CLO for work 45 minutes Zapanta/
assignment. Estelita T.
Calilung
3. Draft legal instrument. 5 minutes Lopel B.

Zapanta/
Florencio M.
Fernandez,Jr./
Estelita T.
Calilung/
134
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
4. Review legal instrument. 10 minutes Acting CLO Atty.
Shirley R.
Daganta/
Atty. Joseph L.
Pardian,Jr./
Atty. Marc P.
Barone
3. Receive the 5. Finalize the legal 10 minutes Lopel B.
instrument. Give instrument. Zapanta/
feedback. Florencio M.
Fernandez,Jr./
Estelita T.
Calilung/
Approved by:
Atty. SHIRLEY R. DAGANTA

Assistant City Legal Officer
Acting City Legal Officer
135
5.15 OFFICE OF THE CITY HEALTH OFFICER
CHO plans, organizes, directs and coordinates all functions and activities under the
direction of the City Mayor of the City Health Plan, its implementation and realization. It
looks after the medical and health needs of its community while promoting awareness
and self-reliance. It has eight (8) divisions/sections, namely:
Location:
a) Administrative Division H. Mendoza, Puerto Princesa City
b) Medical Services Division
c) Laboratory & X-ray Section Phone Numbers:
d) Nursing Services Section City Health Office: (048) 434-6582
e) Dental Services Section City Population Control Office: (048) 433-3397
City Health-Blood Center: (048) 434-6581
f) Environmental Sanitation & City Health Nutrition Office: (048) 433-2962/434-
Disease Control Section 6790
g) Nutrition Division
h) Population Control Division
The City Population Management Division of the CHO plays an important role in
addressing population issues and concerns with the fundamental view that the
management of population concerns is a critical factor in development and that meeting
the aspirations of the Filipino family to improve overall welfare is a key motivating force
underlying the dynamics between population and development. It is concerned with the
aim of achieving an improved quality of life for all members of the community by
managing growth and distribution of population.
136
Table 15. Office of the City Health Officer

SERVICE STANDARDS

FRONTLINE SERVICES
1. Request for Medical
Consultation/ Medicines
a. General consultation 1. Secure Priority 1. Call the number to be - Family Number None 20 minutes Ma. Helene C.
Number from the served Identification Card Palanca & staff/
security guard on (for old patient) CHO Dr.
duty Juancho
Monserate/
2. Approach admitting 2. Search & locate patient's - Growth ACHO Dr.
personnel when record from the files, if Chart/Child Ricardo
priority number is none, issue family Immunization Panganiban/
called for vital sign number to new client/ Record (for old Dr. Dean
taking and give vital patient. Document chief patient) Palanca/
information and chief complaint, vital signs, Dr. Eunica Rina
complaints medical history and Herrera/
other relevant Dr. Mark Haggai
information in the patient Buenaventura /
record. Dr. Janeth C.
3. Proceed to Medical 3. Bring client's record and Reston
Officer at the Annex assist client to the
Building (CHO ll) to physician for further
submit self for evaluation and
medical examination assessment to complete
to the physician and physical examination.
receive prescription
for medicines/lab
requests
137
SERVICE STANDARDS

FRONTLINE SERVICES
4. If given with 4. Perform the necessary 1 hour per test Jocelyn Calalin/
laboratory requests, procedure: extract blood per patient Lolita Moraga/
proceed to laboratory as needed or collect Regina Villapa/
section for laboratory specimen such as stool, Jennifer dela
test urine, sputum; examine Victoria
the specimen submitted;
and issue result
5. Prescription (for 5. Make final diagnosis
unavailable based on history and
medicines) - physical examination
purchase/buy the and the laboratory result.
medicines at any
private pharmacy.
6. Bring patient's record 6. Provide medical advices - Patient's 5 minutes Ma. Helene C.
and proceed to CHO to client on how to take record/ITR Form Palanca
Main Bldg to the medicines and the for dispensing of
Dispensing scheduled follow-up. medicines
Section/Pharmacy
(BOTIKA)
7. Approach Dispensing 7. Retrieve and collect Nestor
Nurse to get patient’s records, return Timbancaya
medicines prescribed them to Records Section
and sign receipt on for proper filing and Loida Caballero
listed medicines reporting
received.
138
SERVICE STANDARDS

FRONTLINE SERVICES
b. Medico Legal 1. Proceed to 1. Admit client and fill-up - Request from 20 minutes Ma. Helene C.
Consultation/ Admission Section Patient's Admission PNP/NBI for jail Palanca & staff/
Commitment to jail/ and approach Form and take vital commitment CHO Dr.
Medical Certificate admitting personnel information regarding - Patient’s Juancho
(Sick leave, athletes/ their complaints Admission Form Monserate/
Encampment/ - CSC Form 41 ACHO Dr.
Reinstatement/ Ricardo
Employment/ Panganiban/
Appointment) Dr. Dean
Palanca/
Dr. Eunice Rina
Herrera/
Dr. Mark Haggai
Buenaventura /
Dr. Janeth
Reston
2. Give vital 2. Advise the client to Family Number for
information/incident/c proceed to the physician Sick leave and
hief complaints and for examination medical certificate
submit for vital signs form for
taking before athletes/schools/
proceeding to the agencies
Medical Officer at the
Annex building
139
SERVICE STANDARDS

FRONTLINE SERVICES
2. Request for Pre-natal 1. Secure Priority 1. Give Priority Number for - Birthplan None 10-15 minutes Ma. Dolores
care number and wait to all clients. For new - Booklet ni Nanay Mesicula & staff
be called. clients, provide Family at ni Baby
For new clients, Serial Number. Get and - ITR
provide personal fill-up/record in the ITR, - Daily Service
data. Birthplan/ Booklet ni - Logbook for
For old clients, Nanay at ni Baby the Prenatal
present Family Serial client’s personal data
Number. and OB History. For old
Subject self for taking clients, get from the
of vital signs. client her Family
Number and retrieve her
ITR from office files and
update her
Birthplan/Booklet ni
Nanay at ni Baby. Get
vital signs and record.
2. Subject self for 2. Conduct routine physical 10-15 minutes
physical assessment assessment and
and examination examination (Prenatal
(Prenatal Care) Care) to client.
Administer Tetanus
Toxoid immunization
and give micronutrient
supplementation.
Assess client for
presence of danger
signs.
3. Proceed to Medical 3. Refer pregnant client to 5-10 minutes
Officer and subject Medical Officer, if there
self for treatment/ are danger signs.
management.
140
SERVICE STANDARDS

FRONTLINE SERVICES
4. Go back to Midwife/ 4. Carry-out Medical 10-15 minutes
Nurse and follow Officer’s orders. Give
subsequent proper instructions, IEC/
instructions. Retrieve counseling. Advise client
Birthplan/ Booklet ni for return visit. Return
Nanay at ni Baby back Birthplan/ Booklet
ni Nanay at ni Baby to
client.
3. Request for Immunization
to:
a. Infant (0-11 months) 1. Parents/Guardian 1. Provide priority number - ECCD Card (for None 10-15 Minutes Ma. Dolores
should secure priority for all clients. immunization) Mesicula & staff
number and wait for For new clients, - Immunization
the number to be provide Family Serial Card
called. Number. Get the infant’s - Immunization
For new clients, the data and record in Session Form
parents/ guardians ECCD Card, ITR for - Referral Slip
provide infant’s data. immunization,
For old clients, Immunization Card and
present Family Serial Immunization Session
Number and ECCD Form.
Card. For old clients, get from
the parents/guardians
the Family Serial
Number and ECCD
Card. Retrieve from
office files the infant’s
ITR. Update infant’s
ECCD Card, ITR,
Immunization Card.
Record infant’s data in
the Immunization
Session Card.
141
SERVICE STANDARDS

FRONTLINE SERVICES
2. Wait for infant’s turn 2. Assess and screen 10-15 minutes
to be immunized. infant’s health status.
Submit the infant for Give immunization to
immunization. eligible and unsick
infants. Give vitamin A to
9 months old infants
simultaneous with Anti-
Measles Vaccine.
3. Bring the infant to 3. Refer sick infant to 5-10 minutes
Medical Officer Medical Officer for
further evaluation and
management.
Advise/give instructions
of the infant’s next visit
(if already well/ unsick.)
4. Retrieve ECCD Card 4. For infants who were 5-10 minutes
and follow immunized, give health
subsequent education/ counseling to
instructions for return the parents/guardians
visit. for management of
possible side effect.
Give instructions of
infant’s next visit.
b. Pregnant Mother 1. Secure priority Follow procedure for pre- HMMR (Home None 10-15 minutes Ma. Dolores
number and wait to natal care Based Maternal Mesicula & staff
be called Record) for old
clients and Family
Number
142
SERVICE STANDARDS

FRONTLINE SERVICES
2. Present priority 5-10 minutes Elma T. Reynoso
number when called & staff
and family number for
old clients. For new
clients provide
personal data.
Subject self to
immunization.
Retrieve back HBMR
and follow
subsequent
instruction for return
visit.
4. Request for laboratory (Note: Lab Exam shall

examination services and have the physician's
issuance of results request.)
a. BSMP (Blood Smear 1. Pay prescribed fees 1. Advise client to pay - Physician's None 1 hour Lolita M. Moraga/
for Malaria Parasites) (for laboratory test corresponding fee. request Regina R.
requiring payments) Villapa/
b. CBC 2. Submit specimen 2. Get/accept specimen. - Official Receipt 75.00 Jocelyn L.
Calalin/
c. Blood Typing 3. Get result. 3. Advise the client when to - Specimen 30.00 Jennifer Dela
return to get the result. Victoria/
d. Hemoglobin 4. Examine specimen. - Health Card 30.00 Hermelita P.
(food Handlers) Garibay/
Nelia A. Jimenez/
e. Hematocrit 5. Record and release the 30.00 Reynaldo Muñoz/
result. Gina de Guzman
f. Platelet Determination 40.00
g. Bleeding/Clotting Time 40.00
143
SERVICE STANDARDS

FRONTLINE SERVICES
h. Urinalysis/ Pregnancy 100.00
Test
i. Fecalysis 40.00
j. Lipid Profile: 340.00
- Cholesterol – 100.00
- HDL - 120.00
- Triglycerides – 120.00
k. Fasting Blood Sugar 100.00
l. Hepatitis B 150.00
m. Gram Stain for Sexual 30.00

Transmitted Infection
n. Sputum None
o. BUN (Blood Urea 120.00

Nitrogen Test)
p. Createnine Test 120.00
q. Uric Acid Determination 100.00
r. HIV-Ab Test None
s. Rapid Plasma Reagin None
t. Filaria Test None
u. Leprosy Test None
144
SERVICE STANDARDS

FRONTLINE SERVICES
5. Request for Tetanus 1. Proceed to NTP 1. Carry out doctor's order TT Card 5.00 for 5 minutes Mary Joy
Toxoid section syringe Tianchon & staff
1st dose - 1st visit 2. Conduct Health 10 minutes
Education to patient
2nd dose - after 1 month 3. Give intramuscularly
Tetanus Toxoid, 5 ml
injection
3rd dose - after 6 months 4. Give post injection If severe: Doctor’s
instruction Order
4th dose - after one year
5th dose - after one year
If there's a wound:
Gathering of patient's
history
Assessment of patient's
condition
6. Request for Dental
Services New:
a. Oral Examination 1. Get family number 1. Issue Family Number Family Number 10 minutes Dr. Edgar G.
from the Dental Aide. (old patient) Villagracia & staff
Admission of patient
by Dental Aide.
2. Wait for your turn for 2. Screen and evaluate Official Receipt
personal data patient individually for a
gathering and new one
evaluation.
145
SERVICE STANDARDS

FRONTLINE SERVICES
3. Prepare for oral 3. Conduct oral 75.00
examination, and examination of teeth and temporary
undergo individual required service: tooth
screening and
evaluation
b. Tooth Extraction 4. New patient will - Tooth extraction 100.00

undergo oral permanent
examination before tooth
tooth extraction/ oral
prophylaxis
c. Oral Prophylaxis - Oral prophylaxis/ scaling 250.00 30 minutes
(Heavy
plaque)/
175.00
(Medium
plaque)/
150.00
(Light
plaque)
d. Dental Filling - Dental filling 100.00 (d) 30 minutes
e. Dental Consultation - Dental examination and None (e)
and Gum treatment gum treatment
4. Fill-up individual record
of patient
5. Get prescription for 5. Prescribe medicines and
medicine to refer to Dispensing
Dispensing Section Section.
146
SERVICE STANDARDS

FRONTLINE SERVICES
7. Request for Tooth 1. Provide glasses and 1. Coordinate with school Attendance in None 1 hour Dr. Edgar G.
Brushing Drill and clean water to be officials school Villagracia & staff
Fluoridization (in different used in tooth
schools) brushing drill and
fluoridization
2. Listen attentively to 2. Give lecture and (with follow-up

the lecture about oral demonstration on proper monthly)
dental care before oral hygiene
the actual tooth
brushing drill and
fluoride mouth rinsing
3. Distribute toothbrush
with toothpaste to every
pupil (Grades 1 and 11)
4. Conduct actual tooth
brushing drill and
fluoridization
5. Get the list of pupils who

participated in the drill
8. Request of Family 1. Approach POPCOM 1. Interview the client. - Client Record None 30-45 minutes Isabelita Pelonia
Planning Services (New Staff. Form (Family & staff
Family Planning 2. Prepare Family Planning Planning Form)
Acceptor) Records.
- 6 weeks post
2. Submit self for 3. Assess the client. partum / shall
interview and have menstruation
assessment.
147
SERVICE STANDARDS

FRONTLINE SERVICES
3. Choose preferred 4. Conduct counseling
Family Planning based on the chosen
Method. Family Planning Method
5. Provide the method.
6. Conduct post
counseling.
4. Secure Return Visit 7. Give Return Visit Card
Card for DMPA user for DMPA client.
and sign in CDLMIS
Sheet.
9. Request for Re-supply of 1. Present return visit 1. Get record from file None None 10 minutes Isabelita Pelonia
Contraceptives card to POPCOM & staff
staff.
2. Submit self for vital 2. Interview/ assess the
signs examination client for possible
(blood pressure, complaint
weight, etc.).
3. If client fails to come
back on her next
scheduled date of
injection, advise her to
have pregnancy test or
use condom as back-up
method while waiting for
her menstruation.
4. Help/recommend other
method.
148
SERVICE STANDARDS

FRONTLINE SERVICES
5. Release/give Family
Planning supply
6. Update client record.
3. Accept necessary 7. Conduct post counseling

Family Planning and give Return Visit
Service/ Card.
contraceptive, sign
logbook, and get
Return Visit Card
again.
10. Request for Intra Uterine 1. Approach front desk 1. Interview/counsel the - Client Record None 30 minutes Arminda Buaya
Device (IUD) personnel client (FP Form)
2. Submit self for 2. Prepare family planning - Have
necessary service record menstruation
examination
(menstruation,
weight, blood
pressure, etc.) and
IUD insertion
3. Prepare instrument
4. Conduct physical, pelvic
and internal examination
before insertion of IUD, if
qualified
3. Sign necessary 5. Provide return visit card
documents and conduct post
counseling
149
SERVICE STANDARDS

FRONTLINE SERVICES
11. Conduct Pre-Marriage 1. Approach the staff 1. Interview client’s basic - PMC Logbook None 1 hour and Isabelita Pelonia
Counseling for Marriage and present information (name, age, - Application for 30 minutes & staff
Applicant Application for occupation, address). If Marriage
Marriage the client is below 25 - PMC Certificate
y/o, advise to proceed to
CSWD after the session
to attend Responsible
Parenting Seminar
2. Attend the actual 2. Conduct actual Pre-
Family Planning Marriage Counseling
Counseling session. Session.
3. Receive Pre- 3. Release Pre-Marriage

Marriage Certificate Certificate after the
after attending the session
session
12. Request for 1. Approach the staff 1. Interview/ assess the - PAP Smear 150.00 30 minutes Arminda Buaya
PAPANICULAO SMEAR and ask about PAP client Record (for private
(PAP SMEAR) for early smearing - At least 10 days pathologist)
detection of cervical after menstruation
cancer
2. Submit self for 2. Physically examine the 3 days no sexual Arminda Buaya/
physical examination client and prepare for contact Dr. Eunice Rina
actual Pap Smearing Herrera
3. Examine the pelvic and
collect specimen for pap
smear
3. Receive the released 4. Release slides to client
specimen and sign in for laboratory reading of
the logbook the pathologist
150
SERVICE STANDARDS

FRONTLINE SERVICES
4. Bring specimen to
pathologist and get
result on specified
date of return
5. Return to POPCOM 5. Refer the client to Arminda A.
Office and present physician for further Buaya/ Dra.
the result of evaluation Eunice Rina
Laboratory to Herrera
physician
13. Request for Resource 1. Approach front desk 1. Receive and record Letter request for None 15 minutes Isabelita Pelonia
Speaker on Family personnel and letter request approval of the & staff
Planning Health and present the letter Department Head
Nutrition Subjects request
2. Ask for the availability 2. Schedule date of
of speaker Resource Speaker and
personnel assigned to
do the job
3. Return/ call for
confirmation of
speaker
14. Issuance of Medico Legal/ For Medico-Legal:
Autopsy Examination
results
1. Proceed to CHO 1. Receive request for - Request from the 80.00 30 minutes CHO Secretary
Secretary to medico legal authority if the (Medico
present/give the letter examination and advise case was brought Legal)
request the client to proceed to to the police or
Admission Section. from the surviving 100.00
family (for autopsy (Autopsy
exam) Report)
151
SERVICE STANDARDS

FRONTLINE SERVICES
2. Proceed to 2. Take vital information on -Medico Legal Ma. Helene C.
Admission Section for the patient and refer to Admission Form Palanca & staff
vital information. physician afterwards.
- Official Receipt
3. Subject self for 3. Conduct physical CHO Dr.
physical examination examination, document Juancho
by the Physician the findings/ Monserate/
recommendations on the ACHO Dr.
Medico Legal Admission Ricardo
form, and advise the Panganiban/
patient to bring the Dr. Dean
record to the Palanca/
Administrative Aide for Dr. Eunice
preparation of Medico Herrera/
Legal document. Dr. Mark Haggai
Buenaventura/
Dr. Janeth
Reston
4. Bring Medico Legal 4. Advise client to bring 5-10 minutes Vilma Abaa
Admission Form to back the prepared (preparation)
Admin. Division for Medico Legal Report to
preparation of the physician for
document, then bring signature and secure
the document back to copy.
the physician for
signature and receive
the client's copy
152
SERVICE STANDARDS

FRONTLINE SERVICES
For Autopsy:
1. Proceed to 1. CHO will assign 1-2 hours
Admission Section Physician who will
and wait for the conduct an autopsy
assignment of the examination.
CHO who will
conduct the autopsy.
2. Conduct autopsy 10-20 minutes
examination and (Preparation)
document the result for
preparation of autopsy
report
3. Receive the copy of 3. Prepare and sign the
the autopsy report autopsy report
from the Admin.
Division.
15. Issuance of physically fit Proceed to Admin Prepare medical certificate Laboratory 70.00 10 minutes CHO Dr.
Certificate for Medical/ staff/Clerk for the and advise client to proceed Results (CBC, (medical (upon handling Juancho
Physical Examination preparation of the to admission for some vital Chest X-ray, cert.) the necessary Monserate/
Result/ Dental Clearance medical certificate after signs taking before Urinalysis, Drug requirement) ACHO Dr.
presenting the laboratory proceeding to the physician Test) for (a) and Ricardo B.
a. Employment tests and present self to for physical examination. (b) Panganiban/
b. Driver's license the physician for medical (a,b,c,d,e, f) Dr. Dean
c. Physically/Mentally fit examination and Palanca/
d. Jail Commitment signature. Patient’s record Dr. Eunice Rina
e. Bond (e) Herrera/
f. School Requirements None Dr. Mark Haggai
g. Diagnosis (d, f, g) Buenaventura /
(Financial/Medical Bond Form (f) Dr. Janeth
Assistance) Reston/
h. Leave of Absence Vilma Abaa
153
SERVICE STANDARDS

FRONTLINE SERVICES
For sickness: For g and h:
Proceed to Admission Take vital information and 15 minutes Ma. Helene C.
Section for vital advise the patient to proceed (upon handling Palanca & staff
information and to to the physician for the physician’s
physician for physical examination and to Admin. diagnosis)
examination then to Division for preparation of
Admin. Division for medical certificate and
preparation of Medical advice client to return to the
Certificate physician for signature.
Pay the corresponding
fee
i. Immunization For Immunization: - Official Receipt
Proceed to MCH Section Interview client, search data - Marriage 70.00 20 minutes CHO Dr. Juancho
for the record of the child needed and submit records application for (Immunization Monserate
Certificate)
(City Health Officer signs to Admin Division for License (K) (immunization
the Immunization payment of Research and cert.) with the
Certificate.) Certification Fee before support of EPI &
issuance of immunization pre-natal section
signed by the City Health
Officer
j. Dental Clearance For Dental Clearance:
Wait for your turn for oral Admit client for oral 30.00 20 minutes Dr. Edgar G.
examination and payment examination of the dentist (dental) Villagracia & staff
of corresponding fees before issuance of Dental
before the Dental Certificate
Certificate will be issued
154
SERVICE STANDARDS

FRONTLINE SERVICES
k. Health Certificate For Health Certificate:
Pay corresponding fees, Check if required 270.00 1 day Chona C.
secure and fill-up Health examinations were done; (FH); (processing) Cabiguen & staff
Cert./card. Proceed to record in the logbook 70.00
Laboratory Section and (NFH)
submit specimen for
examination/ Physician/
Disease Control section/
CHO
16. Issuance of Death 1. Proceed to Admin 1. Check/verify proof of - Bgy. Certification 50.00 20 minutes Vilma Abaa
Certificate Division and show death/ Certificate of or proof of death; (upon handling
proof of Death of the death or Bgy. Certificate; if delayed the necessary
deceased person then refer to physician (Affidavit of requirements)
before referring to the for cause of death Delayed
physician Registration &
Affidavit of two
Disinterested
2. Proceed to the 2. Determine cause of persons) 20 minutes ACHO Dr.
physician for death to be indicated in Ricardo B.
determination of the the death certificate then - Official receipt Panganiban/
cause of death before advise the client to go Dr. Dean
going back to the back to Admin Division Palanca/
Admin. Division for for preparation of Death Dr. Eunice Rina
preparation of death Certificate before affixing Herrera/
certificate her/his signature Dr. Mark Haggai
Buenaventura /
Dr. Janeth
Reston
155
SERVICE STANDARDS

FRONTLINE SERVICES
3. Bring back the 3. Sign/record/release DC
prepared death to client and advise to
certificate to the proceed to physician for
physician for signature and review of
signature and review other physician; secure
of other physician office file/copy.
before the Admin.
Staff releases the
copy.
4. Pay the
corresponding fee.
17. Issuance of Certificate

for Permit
a. To construct tomb at 1. File application at the 1. Interview and check if - Death Certificate Rental for 5 10-20 minutes Vilma Abaa
the City Cemetery Admin. Division with there is a DC of the (a & b) yrs &
DC deceased person for the - Community Tax renewable
burial lot application. Certificate/cedula 420.00
(a) (3x7)
300.00
2. Proceed to City 2. Advise the applicant to - Official Receipt (3x5) ACHO Dr.
Cemetery Caretaker pay the corresponding 120.00 Ricardo B.
for the allocation and fee. (If indigent: secure (2x3) Panganiban &
sketch of the burial CSWD Certification) Vilma Abaa/
lot applied for. Marilyn Tabang
156
SERVICE STANDARDS

FRONTLINE SERVICES
3. Back to the CHO for 3. Prepare and advise the
inspection, validation client to proceed to the
and signature of the City Cemetery Caretaker
Sanitary Inspector for the allocation and
(Disease Control sketch of the burial lot
Division) and for applied for.
recommending
approval of the Asst.
City Health Officer to
the City Mayor’s
Office.
4. Physician and sanitation
officer signs the
recommendation and
advise client to proceed
to the Office of the City
Mayor, New City Hall, for
approval
5. Secure Office file/copy.
b. To open a tomb Open Tomb:
1. Present letter request 1. Check the request if the Letter Request 300.00 20 minutes
with attached xerox tomb is allowed to be with photocopy of
copy of the death opened by the Sanitation death certificate
certificate of the Inspector; prepare (b)
deceased to be permit.
opened.
2. Pay the 2. Advise the client to pay
corresponding fee. for corresponding fee
while preparing the
permit.
157
SERVICE STANDARDS

FRONTLINE SERVICES
3. Proceed to the Asst. 3. Advise client to proceed
City Health Officer for to the Asst. City Health
signature and Officer for signature and
approval. approval.
4. Secure Office file/copy.
c. Permit to transfer 1. Present Death 1. Provide the client a Death Certificate 75.00 20-30 minutes Vilma B. Abaa/
Cadaver Certificate to Admin. Request Form and Dr. Ricardo B.
Staff and pay the advise to pay the Panganiban
corresponding fee corresponding fee while
while the permit is the permit is being
being prepared. prepared.
2. Proceed to the Asst. 2. Record/ release/ advise
City Health Officer for the client to proceed to
signature and the Asst. City Health
approval. Officer for signature and
approval of the permit.
3. Secure Office file/ copy.
d. Sanitary Permit Present necessary Fill-up Sanitary Permit form, Official Receipt 350.00 15 minutes Fernando O.
documents/ papers and record in the logbook. Sign Reynoso
Official Receipt for recommending approval
and have it signed by the
CHO.
18. Issuance of Food Present referral from Receive referral form, - Referral None 10 minutes Estela May
Commodities for the Midwife or Medical identify the client if form/patient Raboy/
Underweight Pre-School Officer, receive food underweight, give medical record Analiza R.
children and identified commodities, and log to counseling, give - Micronutrient/ Herrera & staff
Underweight Pregnant for record book/form supplementary food, and Supply
Patient who seek advise for monitoring and for consumption and
consultation at the CHO re-issuance of food. counseling form
Seek client’s signature.
158
SERVICE STANDARDS

FRONTLINE SERVICES
19. Provisions of Other
Health Related Services:
a. Counseling on proper Present concern to the Inquire patients/clients None None 15-20 minutes Estela May
diet & diet management Nutritionist-Dietitian, give concern and conduct Raboy/
(Adult & children) pertinent data on health nutrition counseling; Analiza R.
status and vital statistics Herrera & staff
and/ or present the diet
prescription given by the
doctors, if any.
b. Parents of UWPS Present self to counseling Inquire patients/clients’ - Parents record None 15-20 minutes Estela May
Underweight pregnant on proper diet and diet concern and conduct from admission Raboy/
management and/ nutrition counseling indicating Analiza R.
Receive diet prescription underweight child Herrera & staff
from the Nutritionist- or
Dietician and affix Pink card and
signature on client referral from
Counseling Record midwife
Book/walk-in clients
c. Provide technical Approach staff for inquiry Provide technical assistance Letter None 15-20 minutes Estela May
assistance on the assistance or and record services provided Raboy/
necessary documents or and secure signature of Analiza R.
data needed clients Herrera & staff
159
SERVICE STANDARDS

FRONTLINE SERVICES
20. Provisions of Food Participants sign at the Give lectures using Visual Attendance None One day Chona C.
Handler Seminar Attendance Sheet and Aids Cabiguen & staff
attend the lectures
21. Provisions of Services to Fill-up sanitary complaint Secure Mission Order from Complaint Form None 2-5 days Chona C.
Sanitary complaints form and submit to the the City Health Officer to Cabiguen & staff
receiving clerk inspect the subject complaint
and issue Sanitary
Order/recommendation
Approved by:
JUANCHO V. MONSERATE, M.D., MMHA

(City Health Officer II)
160
5.16 OFFICE OF THE CITY SOCIAL WELFARE AND DEVELOPMENT

OFFICER
CSWDO provides interventions/opportunities that will uplift the living conditions of the
distressed and disadvantaged individuals, families, and group of communities and
enables them to become self-reliant and actively participate in community development.
It has two (2) divisions, namely:
a) Family and Community Welfare and Development Division

b) Child and Youth Development Division
Location:

Phone Number:
(048) 433-6262
433-9330
434-1859
161
Table 16. Office of the City Social Welfare and Development Officer
SERVICE STANDARDS

FRONTLINE SERVICES
Issuance of CSWD
Documents
a. Social Case Study Report 1. Submit request letter 1. Receive request letter 1. Request letter None 5 minutes Fe D. Raiz/
form to CSWDO Belinda M.
2. Cooperate with the 2. Interview client/extract 2. Intake sheet 30 minutes Macapobre/
service provider and information from the Teresita C.
disclose important client to gather accurate Austria/
information data Susan D.
3. Fill-out intake sheet 30 minutes Dadule-Miguel/
Dolores S.
4. Review and sign intake 10 minutes Gatpandan/
sheet Ma. Leonila C.
5. Prepare Social Case 1 hour Mojal/ Aniceta
Study Report C. Pascua
6. Review and sign Social 30 minutes Amelia T.

Case Study Report Bachiller/ City
SWDO Lolita C.
Yulo
3. Receive Social Case 7. Release/issue Social 10 minutes Felicidad N.
Study Report and Case Study Report Balatero
register in the
logbook
162
SERVICE STANDARDS
STEPS/PROCEDURES
DOCUMENTARY PROCESSING RESPONSIBLE
FRONTLINE SERVICES FEES
REQUIREMENTS TIME PERSON
b. Certification of Indigency 1. Submit request letter 1. Receive request letter 1. Request letter None 5 minutes Fe D. Raiz/
2. Interview client using 2. Intake sheet 30 minutes Macapobre/
intake data sheet Teresita C.
Austria/
Susan D.
3. Review and sign intake 20 minutes Dadule-Miguel/
sheet Dolores S.
Gatpandan/ Ma.
4. Prepare certification 1 hour Leonila C. Mojal/
Aniceta C.
Pascua
5. Review and sign 20 minutes Amelia T.
certification Bachiller/City
SWDO Lolita C.
Yulo
2. Receive Certification 6. Issue/release 10 minutes Felicidad N.
and register in the certification Balatero
logbook
c. Issuance of Referral Letter 1. Submit request letter 1. Receive request letter 1. Request letter None 5 minutes Fe D. Raiz/
2. Interview client/extract 2. Intake sheet 30 minutes Macapobre/
information from the Teresita C.
client to gather accurate Austria/
data Susan D.
3. Fill-out intake sheet 30 minutes Dadule-Miguel/
Dolores S.
4. Prepare referral letter 1 hour
Gatpandan/ Ma.
Leonila C. Mojal/
Aniceta C.
Pascua
163
SERVICE STANDARDS
STEPS/PROCEDURES
DOCUMENTARY PROCESSING RESPONSIBLE
FRONTLINE SERVICES FEES
REQUIREMENTS TIME PERSON
5. Review and sign referral 20 minutes Amelia T.

letter Bachiller/ City
SWDO Lolita C.
Yulo
2. Receive referral letter 6. Issue/release referral 10 minutes Felicidad N.
and register in the letter Balatero
logbook
Approved by:
LOLITA C. YULO, RSW

(City Social Welfare & Development Officer II)
164
5.17 OFFICE OF THE CITY AGRICULTURIST
This Office formulates measures and provides technical assistance to the City Mayor to
ensure the delivery of basic agricultural services; develops plans and strategies for
approval by the Mayor for implementation, particularly agricultural programs and
projects which the Mayor is empowered to implement and which the Sanggunian is
empowered toprovide for; and ensures that assistance and access to resources in the
production and processing of agricultural and fisheries and marine products are
extended to farm families and fisher folks. It has four (4) divisions/sections, namely:
a) Administrative Division
b) Agricultural Extension Services Division
c) Fisheries Services Section
d) Home and Management Services Section
Location:
Phone Number:
(048) 433-2106
165
Table 17. Office of the City Agriculturist

SERVICE STANDARDS
STEPS / PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

FRONTLINE SERVICES
Provision of agricultural, 1. Make a letter request 1. Receive & record letter Request 5-10 days Fortunata
fisheries and extension of request & inform letter/Request Fadrillan/
services customers of 5-10 days Form Jenny M.
lead time for validation Cayanan/
/assessment of request Marianita P.
Guinto
2. Review and act on the Request City Agriculturist
Request letter/Request Melissa T.U.
Form Macasaet
2. Coordinate with 3. Conduct validation of the Request letter/ Agricultural
Agricultural Extension request. Validation Request Form/ Extension
Worker(AEW)/Farm should be based in the Validation Report Worker (AEWs)
Development Minimum Criteria for Form/ Allan Matillano
(Bacungan, Sta.
Technician(FDT) Validation of Agriculture Field Pass/ Cruz)/
and Fisheries Services Travel Order Eddie P. Gabo
Requests. Submit and (Bagongbayan,
prepare report to Simpocan)/
Supervisor Luningning Apdon
(Binduyan,
Tanabag)/
Wilfredo Ramos
(Buenavista,
Tagabenit)/
Lorenzo
Cervancia III
(Inagawan Sub,
Inagawan,
Kamuning)/
Marivic Beria
(Irawan, Sicsican)/
166
SERVICE STANDARDS

FRONTLINE SERVICES
Luningning Apdon
(Langogan)/
Lorenzo
Cervancia III
(Luzviminda,
Mangingisda)/
Rodrigo
Valdeztamon
(Manalo)/
Luningning Apdon
(Maoyon,
Babuyan, San
Rafael,
Concepcion)/
Rodrigo
Valdeztamon
(Maruyugon,
Lucbuan)/
Ma. Gloria Zabala
(N. Panggangan,
Marufinas,
Cabayugan)/
Jose Alvarez
(Napsan)/
Raul Matillano
(Salvacion,
Bahile)/
Enera Tuibeo
(San Miguel, San
Manuel, San
Pedro)/
Hipolito Murcia
(Tiniguiban, Sta.
Monica, Sta.
Lourdes,
Tagburos)/
167
SERVICE STANDARDS

FRONTLINE SERVICES
Myrisa
Beira/Lilibeth
Basaya
(Citywide)/
Joven Delgado/
Miguelito
Cervancia
(Citywide)/
Teresa Pillado
(Citywide)
4. Review/Check and Request letter/ Enera Tuibeo,

transmit validation Request Form/ Tito N. Murica,
report Validation Report Delia Martinez
Form
5. Act on Validation Report. Request letter/ AEWs/FDT (the
Request Form/ same names
Validation Report listed above),
Form City Agriculturist
Melissa T.U.
Macasaet
A. For Equipment Services 1. While conducting Application for AEWs (the

validation, brief the Equipment Use/ same names
customer on the Bgy Certification/ listed above)
procedures, policies and Request/
guidelines on equipment Approved
use and on backhoe and Validation Report
distribute application Form
forms. Approved
Guidelines on
Equipment Use
168
SERVICE STANDARDS

FRONTLINE SERVICES
If customer is not
amenable/qualified,
place cancelled on
request, file and defer
for further action,
otherwise proceed, if
customer is amenable/
qualified.
1. Receive, fill up 2. Receive and check Application for AEWs (the

application form and complete files of Equipment same names
affix signature/ application and Use/Bgy listed above
accomplish requirements Certification/
requirements and Request/Approved
submit Validation Report
Form
3. Prepare Job Order. Fill- Farm Equipment Enrico Juan
up 4 copies of Job Order Services Job
Form consisting of at Order and
least 5 farmers and/or 3 Acceptance Form
hectares per job order Application for 5-7 days
Equipment
Use/Bgy
Certification/Requ
est/Approved
Validation Report
Form
4. Check, review, and Farm Equipment Enera Tuibeo, Tito
approve Job Order Services Job N. Murcia, Roberto
Order and C. Sebido, City
Acceptance Form Agriculturist Melissa
T.U. Macasaet
169
SERVICE STANDARDS

FRONTLINE SERVICES
5. If approved, prepare 10 working Enrico Juan
equipment for days/ Job
deployment. Order under
2. Be present at the 6. Conduct/ deploy Farm Equipment 50 lit/plow/ha normal Enrico Juan and
area and equipment and Services Job ** conditions AEWs (the
accommodate the operations. All work to Order and 60 same names
team. Provide be done stated in a job Acceptance Form lit/harrow/ha listed above)
assistance for minor order must be **
repairs. accomplished within 10 20 lit/1 hr **
working days; otherwise (Backhoe)
it will be cancelled and
rescheduled.
3. Sign the service 7. Secure customer Customer AEWs (the

acceptance form and feedback to determine Feedback Form/ same names
provide feedback. level of satisfaction. Farm Equipment listed above)
Services Job
Order and
Acceptance Form
B. For Farm Inputs 1. Coordinate with 1. Secure the request, Request/ AEWs (the
Agricultural Extension approved validation Approved same names
Worker (AEW). report from the Validation Report/ listed above)
Accomplish RIF. Administrative staff RIF/ Farm & Melissa T. U.
(Records Officer). Fishery Input Macasaet, Tito
Prepare the Requisition Acknowledgement Murcia, Enera
5-10 working
and Issue Form (RIF) Receipt Form Tuibeo, Delia
days
and Farm & Fishery Martinez,
Input Acknowledgement Fortunata
Receipt Form (AR) for Fadrillan
processing and
approval.
170
SERVICE STANDARDS

FRONTLINE SERVICES
2. Transmit approved RIF Farm Equipment Fortunata
and the accomplished Services Job Fadrillan, Elvira
Acknowledgement Order and Royo
Receipt Form to the Acceptance Form
Supply Custodian
2. Coordinate with 3. Check availability of Farm Equipment Elvira Royo

AEW/Admin Staff/ stocks and prepare Services Job
Supply Custodian requested inputs for Order and
withdrawal. Acceptance Form
3. Withdraw requested 4. Release requested RIF, Fishery Elvira Royo
inputs. Acknowledge inputs. Acknowledgment
receipt of requested Approved RIF must be Receipt(AR)
inputs by affixing withdrawn by customers
signature and thumb within 10 days upon
mark in the Farm & receipt of the Supply
Fishery Custodian; otherwise
Acknowledgment they will be automatically
Receipt (AR). cancelled. OCA shall
not be liable for the
cancellation of the
approved RIF.
4. Make payments for 5. Receive payment for Logbook/Official Seedlings Elvira Royo
inputs received and non-free inputs and Receipt = Php
accept Official issue an Official Receipt. 10.00/pc
Receipt. Record released inputs Clones =
in the logbook. Php
15.00/pc
5. Accomplish 6. Secure Customer Feedback Form 10-15 minutes Elvira Royo
Customer Feedback Feedback
171
SERVICE STANDARDS

FRONTLINE SERVICES
C. Providing Services for the 1. Fill – up request and 1. Receive and record the Request 2-3 days Jenny Cayanan,
Scanning of Mango Fruits provide 2-3 days lead request and forward it to Romar Cayanan
to determine the presence time the MPQCC staff for
of MPW scheduling
2. Deliver the mango 2. Receive mango fruits Registration and
fruits at the Center delivered at the Center Scanning
at the schedule date of Accomplishment
delivery. Report/logbook
3. Sort/classify and weigh 300 kg per hour
mango fruits. Fruits (estimated time
weighing 125 grams and for normal
above will undergo working
scanning, while fruits conditions)
weighing below 125
grams will not undergo
scanning.
3. Make payments for 4. Receive payment for Official Receipt P1.00/kg
weighed mangoes weight of mango fruits
received and issue
official receipt
4. Assist in the scanning 5. Conduct scanning Romar Cayanan
operations operations.
If requested by the
customer, re-run all
MPW positive mango
fruits in his presence.
172
SERVICE STANDARDS

FRONTLINE SERVICES
5. Receive all MPW free 6. Release all negative logbook Romar Cayanan
mango fruits. MPW mango fruits to the
Acknowledge receipt customer and issue
by signing in the certification but retain all
logbook. MPW positive mango
fruits for internal
examination and proper
disposal.
6. Accomplish 7. Secure Customer Feedback Form 10-15 minutes Romar Cayanan
Customer Feedback Feedback
D. For Extension Service 1. Coordinate with 1. Receive the request and Request/ Fortunata
Agricultural Extension approved validation Approved Fadrillan, Romar
Worker(AEW) report from the Validation Report Cayanan
Administrative staff
2. Provide the extension Request/ AEWS (The
services requested by Approved same names
the customer/citizen. Validation Report/ listed above)
Field Pass
Weekly Plan of
Activities
2.1. For farm visits and 2 hrs/visit/
technical assistance; customer
2.2. Extension meeting Attendance sheet 3-4 hrs/

Agenda meeting
Minutes of the
Meeting
173
SERVICE STANDARDS

FRONTLINE SERVICES
2.3. Trainings and seminars Training 1-3 days/
module/program module
Attendance sheet
Participants Profile
2. Accomplish 3. Secure Customer Feedback Form 10-15 minutes AEWS (The
Customer Feedback Feedback same names
listed above)
* For normal weather/environmental condition ** estimated fuel requirements to be provided by applicant
Approved by:
MELISSA T.U. MACASAET

(City Agriculturist II)
174
5.18 OFFICE OF THE CITY VETERINARIAN
This Office serves as a channel of local government in facilitating projects and programs
pertaining to animal population. It embraces the animals health division, disease
prevention and control, animal dispersal program, rabies eradication drive, upgrading of
animal breeds through artificial insemination and other programs assigned by the City
Government. The following are the section and divisions under this office:
b) Animal Health and Diseases Control Division
c) Meat Inspection Division
Location:
Malvar St., Puerto Princesa City
Phone Number:
(048) 433-6531
175
Table 18. Office of the City Veterinarian
SERVICE STANDARDS

FRONTLINE SERVICES
1. Meat Inspection 1. Present animal/meat 1. Conduct inspections: None 10.00 Meat Inspectors:
- Anti-Mortem Inspection 10 minutes/
head Cecilia F. Haro/
- Carcass Inspection 15 minutes/ Aileen B.
head Abante/
- Post-Mortem Inspection 15 minutes/ John B.
head Santiago/
- Post-Abattoir Inspection 15 minutes/ Roger Z.
stall Badenas
2. Prepare certificate of Fe Nacasi
meat inspection
3. Sign certificate 5 minutes/ City Vet. Dra.
document Indira A.
Santiago
2. Receive Meat 4. Issue certificate 5 minutes/ Cecilia F. Haro
Inspection Certificate document
2. Issuance of Animal 1. Present animal/pet 1. Interview the client (old) Vaccination None 15 minutes
Vaccination Certificate Certificate Form City Vet. Dra.
Indira A.
- (Anti-Rabies Vaccination) 2. Vaccinate pet/animal (new) None 15 minutes
Santiago
- (Immunization (DHLP)) 3. Prepare certificate 15 minutes Annalea

Reynoso
4. Sign certificate 5 minutes City Vet. Dra.
Indira A.
Santiago
2. Receive certificate of 5. Issue certificate 5 minutes Annalea
vaccination Reynoso
176
SERVICE STANDARDS

FRONTLINE SERVICES
3. Animal Consultation, Bring or report animal/pet 1. Interview the client None None 15 minutes Veterinarians:
Disease Treatment and
Control
2. Conduct necessary 15-20 minutes Dra. Indira A.
action
Santiago
- Treat 15 minutes
- Prescribe medicine 5 minutes
- Give 5 minutes
instructions/prescription
4. Issuance of Certificate of 1. Present application 1. Receive application - Application letter None 2 days Livestock
Ownership & Release letter letter Inspector:
Paper of Cattle/Carabao - Bgy. Certificate
Dispersal Program
2. Refer to records of - 2pcs 2x2 ID Naida P. Hugo
availability of stocks picture
3. Investigate/Study
- Residence
applicants background
certificate
4. Orientation/lecture of
applicants
(if qualified): 5. Prepare certificate and
documents
2. Receive documents 6. Give documents to the
for notarization applicant for notarization
3. Return/submit 7. Receive notarized
notarized documents documents
for signing/approval
of the head of office
177
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
8. Sign/approve City Vet. Dra.
certificate/documents by Indira A.
the head of office Santiago
4. Receive Loan 9. Issue Loan Contract Naida P. Hugo
Contract Certificate Certificate
5. Request for home service 1. Bring or report 1. Interview the client - None for walk- None 15 minutes
vaccination/treatment animal/pet in/ phone or radio
client City Vet. Dra.
2. Sign home service 2. Conduct necessary - Letter request Indira A.
form action Santiago
- Treat 15 minutes
- Prescribe medicine 5 minutes
- Give instructions/ 5 minutes
prescription
6. Dog Impounding 1. Bring stray dogs at 1. Enter to the logbook the None None 5 minutes
the pound description of dog, date Jamila J. Sulog
and place of catching
2. Cook meals and feed 2 - 3 hours
the impounded animals
as well as bathing and
maintaining the
cleanliness and
orderliness of the pound
2. Owner claiming the 3. Dog owner’s advise to Official Receipts 200.00 Dog to be
dog impounded secure official receipt for claimed within 3
the payment of his/her days upon
dog announcement
178
SERVICE STANDARDS
STEPS/PROCEDURES
FRONTLINE SERVICES
7. Processing of dog 1. Bring dog’s head 1. Interview the client Laboratory record 400.00 15 minutes
specimen for rabies placed in a plastic form Jamila J. Sulog
examination box frozen or with ice
2. Conduct necessary 4 hours
action:
- Prepare three (3) glass
slides, wear gloves, mask,
cellophane gown, open the
animal’s head and get the
“Amon’s horn”
3. Prepare brain sample for 30 minutes
initial reading
4. Prepare sample for 30 minutes
shipment
2. Receive the 5. Issue the laboratory 10 minutes City Vet. Dra.
laboratory result result form and have the Indira A.
file copy of the office Santiago/
signed by the client Jamila J. Sulog
Approved by:
INDIRA A. SANTIAGO, DVM

(City Veterinarian II)
179
5.19 OFFICE OF THE CITY ENVIRONMENT AND NATURAL RESOURCES

OFFICER
CENRO provides technical assistance on all matters relative to the protection,

conservation, maximum utilization, application of the appropriate technology and other
matters pertaining to the environment and natural resources. It has six
sections/divisions, namely:
b) Forest Management Services Division
c) Environmental Management Services Section
d) Protected Areas & Wildlife Management Services Section
e) Mine & Geo-Science Management Services Section
f) Land Management Services Section
Location:
PPC Land Transportation Terminal Bldg.
San Jose, Puerto Princesa City
Phone Number:
(048) 434-1319
180
Table 19. Office of the City Environment and Natural Resources Officer
SERVICE STANDARD
STEPS/PROCERDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE
FRONTLINE SERVICE
1. Issuance of certification 1. Submit survey plan 1. Receive survey plan and - Survey plan 1 hour
for extraction of sand, determine if the
gravel, quarry resources application is not in
and other earth conflict with any other
materials. application of the same
nature. If there is no Manuelito
conflict, give the list of Ramos
other requirements or (Cluster I);
checklist.
Larry Martinez
2. Pay the different fees 2. Fill-up application form - Notarized 20.00 1 hour (Cluster IV);
at the Office of the and give to the client Application Form application
City Treasurer fee Ronilo Liao
(Cluster V) and
3. Sign and submit duly 3. Receive and review - Valid I.D. 15 minutes
notarized application application form duly - Residence Filomeno Duatin
form accomplished and Certificate (Cluster VI)/
notarized
Romina
4. Require the client to get - Area Status 25.00 for Magtanong
Area Status Clearance Clearance PD 1856
from DENR-MGB, Fee
Regional Office (support for
UP Law
Center)
181
SERVICE STANDARD
FRONTLINE SERVICE
4. Submit Area Status 5. Receive and review - Barangay 1 day Manuelito
Clearance, Barangay Area Status Clearance/ clearance/ Ramos
Clearance/Consent, Barangay Clearance/ consent from lot (Cluster I);
Detailed Operational Consent, Detailed owners/clearance Larry Martinez
Plan, Initial Operational Plan, Initial from concerned (Cluster IV);
Environmental Environmental agencies if the Ronilo Liao
Examination Report Examination Report/ area being applied (Cluster V) and
Environmental Checklist for is near public/ Filomeno Duatin
private structures (Cluster VI) /
or within Romina
government Magtanong
reservations/
consent from
indigenous cultural
minorities if within
the ancestral
domain.
6. Conduct actual - Detailed Verification 1 day Manuelito Ramos

inspection (on site Operational Plan Fee of (Cluster I);
evaluation) of the 600.00/ha. Larry Martinez
applied area sand and (Cluster IV); Ronilo
gravel Liao (Cluster V) and
Filomeno Duatin
(Cluster VI) /
Cardelar Stevie
Angel Madriñan/
David Nale/ Eliezer
Abrina/ Ernesto del
Barrio/
Palermo Bangloy/
Lolito Juan
182
SERVICE STANDARD
FRONTLINE SERVICE
7. Prepare and submit field - Initial 6,000.00 1 day Manuelito
verification report Environmental Industrial Ramos
Examination Application (Cluster I);
Report/ & Mountain Larry Martinez
Environmental, Quarry (Cluster IV);
CGPP-QSF- Ronilo Liao
ENR.02 (Cluster V) and
Filomeno Duatin
(Cluster VI) /
Cardelar Stevie
Angel Madriñan/
David Nale/
Eliezer Abrina/
Ernesto del
Barrio/
Palermo
Bangloy/
Lolito Juan
5. Pay certification fee at 8. Prepare certification - Approved survey 100.00 1 hour Manuelito
the Office of the City plan certification Ramos
Treasurer fee (Cluster I);
Larry Martinez
(Cluster IV);
Ronilo Liao
(Cluster V) and
Filomeno Duatin
(Cluster VI) /
Romina
Magtanong
183
SERVICE STANDARD
FRONTLINE SERVICE
9. Review and sign 10 minutes City ENRO Atty.
certification Regidor B. Tulali
6. Receive approved 10. Record and release 10 minutes Manuelito

certification certification Ramos
(Cluster I);
Larry Martinez
2. Facilitate the issuance of 1. Submit initial 1. Receive and review the - Duly 1 day
(Cluster IV);
permit to extract and requirements requirements accomplished
Ronilo Liao
transport sand, gravel, Application Form (Cluster V) and
quarry resources and 2. Prepare endorsement to - Payment of 30 minutes Filomeno Duatin
other earth materials ECAN Board Application Fee
(Cluster VI) /
- Survey Plan duly
Romina
approved by a
Magtanong
Geodetic Engineer
- Bgy. Resolution
endorsement to ECAN - Program of Work Regidor B. Tulali
- Initial
Board
Environmental
Examination
2. Submit ECAN 4. Receive ECAN - Zoning 30 minutes Manuelito
Resolution/ Resolution/Certification Clearance/ ECAN Ramos
Certification and prepare Board Resolution (Cluster I);
endorsement to Larry Martinez
Sangguniang (Cluster IV);
Panlungsod Ronilo Liao
(Cluster V) and
Filomeno
Duatin (Cluster
VI) / Romina
Magtanong
184
STEPS/PROCEDURES
FRONTLINE SERVICES
endorsement to City Regidor B. Tulali
Secretary
3. Submit City Council 6. Receive Sangguniang - City Council 30 minutes Manuelito
Resolution Panlungsod Resolution Resolution/ Ramos
and prepare Endorsement (Cluster I);
endorsement to PCSDS Larry Martinez
(Cluster IV);
Ronilo Liao
(Cluster V) and
Filomeno
Duatin (Cluster
VI) / Romina
Magtanong

endorsement to PCSD Regidor B. Tulali
4. Submit SEP Clearance 8. Receive PCSD/SEP - Strategic 30 minutes Manuelito

Clearance and prepare Environmental Ramos
endorsement to DENR Plan (SEP) (Cluster I);
Clearance issued Larry Martinez
by PCSDS. (Cluster IV);
Ronilo Liao
(Cluster V) and
Filomeno
Duatin (Cluster
VI) / Romina
Magtanong

endorsement to DENR- Regidor B. Tulali
EMB
185
SERVICE STANDARD
FRONTLINE SERVICE
5. Submit ECC 10. Fill-up Permit Form - Environmental 1 hour Manuelito
Compliance Ramos
6. Have the Permit Certificate (ECC) (Cluster I);
Form notarized issued by the Larry Martinez
DENR-EMB (Cluster IV);
Regional Office Ronilo Liao
(Cluster V) and
- DENR Filomeno Duatin
Certification/ (Cluster VI) /
Clearance from Romina
DENR-PENRO Magtanong
7. Return the carpeta/ 11. Require the applicant to 10 minutes
dossier to the City secure Mayor’s Permit
ENRO
8. Submit Mayor’s 12. Submit Complete
Permit documents to City
Mining Regulatory Board
for Deliberation
13. Deliberate for Issuance 4 hours CMRB Members

of City Mining from office of the
Regulatory Board City Mayor
(CMRB) Resolution represented by
requesting the Hon. City Atty. Regidor B.
Mayor for the approval Tulali; DENR-
of the permit to extract PENRO;NGO
and transport sand, representative
gravel, quarry resources and Assoc. of
and other earth Quarry
materials. Permittees:
Secretariat from
City ENRO
186
SERVICE STANDARD
FRONTLINE SERVICE
9. Present to the City 14. Prepare CMRB 1 day CMRB
Mayor the CMRB Resolution and give the Secretariat
Resolution and carpeta/folder to the
carpeta/folder for his applicant C for signature
signature in the of the Hon. City Mayor in
permit form and the permit form.
return to the City
ENRO
10. Pay full payment of 15. Advise the applicant to - Official receipt 20,000.00/ 1 hour Manuelito
excavation/ extraction pay the corresponding 500 cu.m. Ramos
fee at the office of the excavation fee at the of quarry (Cluster I);
City Treasurer and City Treasurer’s Office materials Larry Martinez
present OR to excavated (Cluster IV);
CENRO. Ronilo Liao
(Cluster V) and
Filomeno Duatin
(Cluster VI) /
11. Receive approved 16. Record and release 20 minutes Romina
permit. approved permit and Magtanong
Delivery Receipt
3. Issuance of 1. Submit endorsement 1. Receive endorsement - Endorsement 10 minutes Analyn Tabora/
certification/endorsement letter from DENR- letter letter from DENR- Alma Balcueba
as a requirement for CENRO, requesting CENRO
cutting tree permit the Office for
clearance, comments
and recommendation
2. Issue marginal note 15 minutes City ENRO Atty.
Regidor B. Tulali
3. Inform the employees 15 minutes Analyn Tabora/
concerned about the Alma Balcueba
marginal note of the City
ENRO
187
SERVICE STANDARD
FRONTLINE SERVICE
2. Schedule and agree 4. Agree and fix schedule 30 minutes Manuelito
for inspection Ramos
(Cluster I);
5. Conduct actual 1 day Larry Martinez
inspection (Cluster IV);
Ronilo Liao
6. Prepare and submit - CGPP/QSF- 1 day (Cluster V) and
inspection report for ENR.07 Filomeno Duatin
request of cutting tree (Cluster VI) /
permit Cardelar Stevie
Angel Madriñan/
3. Pay certification fee 7. Require the client to pay - Official Receipt 100.00 for 15 minutes David Nale/
at the Office of the certification fee to City certification Eliezer Abrina/
City Treasurer Treasurer’s Office fee Ernesto del
Barrio/
8. Prepare certification/ 1 hour Palermo
endorsement Bangloy/
Lolito Juan
certification Regidor B. Tulali
10. Affix the official receipt 10 minutes

at the lower part of Analyn Tabora/
inspection report Alma Balcueba
4. Receive approved 11. Record and release 10 minutes
certification certification to the client
4. Provision / dispersal of 1. Submit request letter 1. Receive and record in - Request letter 10 minutes Analyn Tabora/
assorted seedlings / the logbook the request Alma Balcueba
forest tree species, letter
including mangrove
seedlings and propagules
2. Issue/give marginal note 10 minutes City ENRO Atty.
Regidor B. Tulali
188
SERVICE STANDARD
FRONTLINE SERVICE
3. Inform client/ requesting 1 day Analyn Tabora/
party of the status of Alma Balcueba
their request regardless
if approved or
disapproved.
2. If approved, inform 4. If request is approved, 1 hour Nursery In
the Office when to provide seedlings to the Charge
get the seedling client.
requested.
3. Register in the 5. Record and release/ 15 minutes Manuelito
logbook provide seedlings. Ramos
(Cluster I);
Larry Martinez-
(Cluster IV);
Ronilo Liao
(Cluster V) and
Filomeno Duatin
(Cluster VI) /
Analyn Tabora
5. Issuance of Certification 1. Submit the 1. Receive and check the - Initial 1 hour
for operation of hotels, requirements requirements attached in Environmental
resorts, restaurants and the IEE/EIA report Examination/
other establishments Environmental
Analyn Tabora/
(requirement for approval Impact
Alma Balcueba
and issuance of Assessment
Environmental (IEE/EIA) Report/
Compliance Certificate Project
(ECC) or Certificate of Description
Non-Coverage (CNC)
2. Pay the certification 100.00
fee at the Office of Certification
the City Treasurer. fee
189
SERVICE STANDARD
FRONTLINE SERVICE
3. Schedule and agree 2. Conduct inspection and - Official receipt 1 day Mary Ann Joylle
when to conduct evaluation of Madriñan/ EMS
actual inspection to establishments. Staff
commercial
establishments
3. Inform the client about 10 minutes Mary Ann Joylle
the findings. Madriñan/ EMS
Staff
4. Prepare and submit 1 day
inspection report
Mary Ann Joylle
5. Prepare certification 100.00 for 1 hour
Madriñan
certification
fee
certification and Regidor B. Tulali
endorsement.
4. Receive the 7. Record and release 10 minutes Analyn Tabora/
approved and signed approved certification Alma Balcueba
certification and and endorsement.
endorsement.
Approved by:
ATTY. REGIDOR B. TULALI

(City ENRO II)
190
5.20 OFFICE OF THE CITY ENGINEER
CED provides and accomplishes infrastructure projects and activities, public works and
Engineering matters that shall develop the growth of the City of Puerto Princes. Under
the Office of the City Engineer are the following divisions/sections:

b) Planning, Designing and Programming Division Location:
c) Building & Public Safety & Electrical Division 2nd Floor, City Hall, Sta. Monica,
d) Construction and Maintenance Division Puerto Princesa City (Admin. Div.)
e) Motorpool Division
Rafols Road, Puerto Princesa City
(Motorpool Division)
Phone Number:
Admin. Division: (048) 433-2354
Motorpool Division: (048) 433-0047
191
Table 20. Office of the City Engineer

SERVICES STANDARDS
STEPS/ PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

FRONTLINE SERVICES
APPLICANT/ CLIENT SERVICE PROVIDER REQUIREMENTS (P) TIME PERSON
1. Issuance of National
Building Code (NBC)
Documents:
a. Building Permit 1. Inquire and acquire 1. Discuss to the Checklist: Based on 15 working Thelma S.
b. Occupancy Permit needed forms applicant/clients the - for Building Permit Plans & days (up to Saragoza
c. Fencing Permit requirements on the CGPP/QSF-CED 39 Estimated release of
d. Temporary Service check list. Rev. No. 01 Eff. Date Project approved
Connection Note: Secure clearances July 20, 2012 (NBC Cost permit)
from various authorities Form No. B-01);
exercising and enforcing
regulatory functions - for Occupancy
affecting the project. CGPP/QSF-CED 36
Rev. No. 01 Eff. Date
2. Accomplish the 2. Review/ evaluate duly Engr. Albert
July 20,2012 (NBC
National Building accomplished Joseph G.
Form No. 2003-005-
Code (NBC) application forms/ check Garcia
B);
Document Form and the completeness of all
submit all the the requirements.
- for Fencing Permit
required documents Note: If found
CGPP/QSF-CED 61
incomplete or deficient,
advice applicant to
July 20,2012 (NBC
complete/correct or
Form No. 77-001-F);
rectify.
- for Temporary
Service Connection
CGPP/QSF-CED 40
July 20,2012 (NBC
Form No. E-03)
192
SERVICES STANDARDS

FRONTLINE SERVICES
3. Proceed to line and 3. Conduct site inspection NBC Form No. B- Engr. Albert
grade procedure, if for the verification of 01 Joseph G.
needed submitted document and Garcia
site condition.
Note: If construction has
already started, impose
as per procedure, fines
and surcharges.
4. Recommend
rectification, if
misrepresentation is
committed per
observation.
5. Establish line & grade on
all sides of lot based on
technical description of
lot title. Indicate
physical & environment
constraints (road
widening, river/creek),
access to site property,
foundation encroaching
public and private
property.
4. Submit Structural 6. Review/ evaluate NBC Form No. B- Engr. Catalino

Design requirements, Structural Design 01; O. Magno, Jr.
if needed requirements submitted NBC Form No. A-
by applicant. 02
193
SERVICES STANDARDS

FRONTLINE SERVICES
5. Submit Architectural 7. Review/ evaluate NBC Form No. A- Engr. Ricardo B.

Plan, if needed Architectural Plan to 01 Lagrada
type/s use of occupancy
(BP 344), light and
ventilation. If found
deficient, return with
statement of
error/corrections for
compliance.
6. Submit Electrical 8. Review/ evaluate NBC Form Engr. Alladin P.

Design, if needed Electrical Design. 96002E Cruz
7. Submit Mechanical 9. Review/ evaluate NBC Form No. 77- Engr. Sergio P.
Design, if needed Mechanical Design. 001-M Red, Sr.
8. Submit Sanitary/ 10. Review/ evaluate NBC Form No. 77- Engr. Alberto P.
Plumbing plans, if Sanitary/Plumbing plans. 001-S Jimenez, Jr.
needed
9. Submit set plan, 11. Endorse set plan, NBC Form No. 77- Engr. Albert
estimates & building estimates & building 001-S Joseph G.
specifications, if specifications. Garcia
needed Prepare order of
payment.
10. Submit requirements 12. Check completeness of NBC Form No. B- Wilfran S.
for assessment documents and approval 16 Cantillo
order of payment.
194
SERVICES STANDARDS

FRONTLINE SERVICES
11. Submit documents to 13. Receive and record Annabelle A.

Chief of Processing & documents. Medil
Enforcement
12. Pay corresponding 14. Receive payment and NBC Form No. B- Cashier
assessment of issue Original Receipts. 16; City Treasurer’s
building permit Official Receipt Office
13. Submit documents 15. Record important Annabelle A.
and Official Receipts matters pertaining to Medil
for recording documents and Original
Receipt.
14. Submit documents 16. Approve applications for Engr. Sergio S.
for approval of the building permit in Tapalla (City
Building Official compliance with the Engineer II)
requirements provided
by law.
15. Upon receipt of the 17. Number, record and Annabelle P.
building permit, release approved Medil
render feedback on building permit to
the services provided applicant.
by the CED
2. Rental of Equipment 1. Submit approved 1. Receive/record Approved Letter 3 minutes Engr. Ernesto
Letter of Request for approved Letter of Request, Logbook M. Miguel/
Equipment Rental Request for Equipment Virginia B.
Rental Vicente
2. Proceed to inspection 2. Conduct ocular Approved Letter 4 hours Engr. Sergio C.

site inspection, recommend Request Red, Sr./
needed equipment for Engr. Alexander
the job S. Gualin
195
SERVICES STANDARDS

FRONTLINE SERVICES
3. Ask for Contract 3. Prepare Contract - Contract 3 hours Engr. Ernesto

Agreement, Agreement, Statement Agreement, M. Miguel/
Statement of Account of Account and Order of Statement of Elinda B.
and Order of Payment. Account and Villanueva
Payment. Order of Payment
(rental
Documents)
4. Request approval of 4. Sign rental documents - Rental 5 minutes City Engineer

rental documents Documents Engr. Sergio S.
Tapalla
5. Pay equipment rental 5. Receive payment and 5 minutes Collector/
issue Official Receipt Cashier
6. Attach Official 6. Sign rental documents - Official Receipt 5 minutes City

Receipt to rental Contract Administrator
documents Agreement, Atty. Agustin M.
7. Request for approval Statement of Rocamora
of rental documents Account and
Order of Payment
8. Submit rental 7. Receive rental Official Receipt 3 minutes Engr. Sergio C.

documents documents Contract Red, Sr./
9. Request Schedule of 8. Schedule the rented Agreement, Engr. Alexander
Equipment equipment (depends on Statement of Gualin
the availability of the Account and
equipment) Order of Payment
10. Ask the issuance of 9. Prepare trip ticket 5 minutes Elinda B.
trip ticket. indicating the number of Villanueva
days for the rented
equipment.
196
SERVICES STANDARDS

FRONTLINE SERVICES
11. Follow-up request/ 10. Approve trip ticket of the 2 minutes Engr. Sergio C.
trip ticket for approval requested equipment Red, Sr.
12. Wait for the dispatch 11. Present approved trip - Trip ticket 5 minutes Engr. Ernesto
of requested ticket for fuel allocation M. Miguel
equipment
13. Feedback on the 12. Prepare and submit 10 minutes Engr. Ernesto
requested services Accomplishment Report/ M. Miguel/
provided by the CED- Summary of Equipment Virginia Vicente/
Motorpool Rental Engr. Sergio C.
Red, Sr.
3. Issuance of Certificate of 1. Present payment 1. Scrutinize payment - Payment 3 minutes Engr. Ernesto
No Rental Obligation voucher/ Contract voucher/Contract Voucher/ M. Miguel/
Agreement. Agreement Contract Engr. Sergio C.
Agreement Red, Sr.
2. Draft/edit/encode - Rental file 8 minutes Engr. Ernesto
Certification M. Miguel
3. Review and sign 2 minutes Engr. Ernesto
Certification M. Miguel/
Engr. Sergio C.
Red, Sr.
2. Receive payment 4. Issue certification/ return - Payment 2 minutes Engr. Ernesto
voucher/Contract payment voucher/ Voucher/ M. Miguel
Agreement/ Contract Agreement Contract
Certification Agreement
197
SERVICES STANDARDS

FRONTLINE SERVICES
4. Issuance of Certificate of 1. Present payment 1. Scrutinize report/ - Payment 3 minutes Engr. Ernesto
Inavailability of voucher/ Contract voucher/ Contract Voucher/ M. Miguel/
Equipment Agreement/ Agreement/ Utilization Contract Engr. Sergio C.
Utilization Report Report Agreement Red, Sr.
- Utilization Report
2. Draft/edit/encode - Equipment 8 minutes Engr. Ernesto
Certification Locator M. Miguel
- Chart File
Engr. Sergio C.
Red, Sr.
2. Receive payment 4. Issue Certification/ - Payment 2 minutes Engr. Ernesto
voucher/ Contract return payment voucher/ Voucher/ M. Miguel
Agreement/ Contract Agreement Contract
Certification Agreement
5. Issuance of Certificate of 1. Present Purchase 1. Scrutinize Purchase - Purchase 3 minutes Engr. Alexander
Newly Acquired Vehicle/ Request/ Purchase Request/ Purchase Request S. Gualin/
Equipment Order/ Inspection and Order/ Inspection and - Purchase Order Engr. Sergio C.
Acceptance Report/ Acceptance Report/ - Inspection and Red, Sr.
Delivery Receipt Delivery Receipt Acceptance
Report
- Delivery Receipt
2. Inspect test run vehicle/ 2.5 hours Engr. Sergio C.
equipment Red, Sr./
Engr. Alexander
S. Gualin/
A. Nangit/
Ely Ministerio
198
SERVICES STANDARDS

FRONTLINE SERVICES
3. Prepare vehicle/ 8 minutes Ely Ministerio

equipment/ Inspection
Report
4. Draft/edit/encode - Vehicle/ 15 minutes Engr. Ernesto
Certification Equipment M. Miguel
- Inspection
Report
5. Review and sign 2 minutes Engr. Sergio C.
Certification Red, Sr./
Engr. Alexander
S. Gualin
2. Receive Certification/ 6. Issue Certification/ - Purchase 2 minutes Engr. Ernesto
Purchase Request/ return Purchase Request M. Miguel
Purchase Order/ Request/ Purchase - Purchase Order
Inspection and Order/ Inspection and - Inspection and
Acceptance Report/ Acceptance Report/ Acceptance
Delivery Receipt Delivery Receipt Report
- Delivery Receipt
6. Issuance of Certification 1. Present Purchase 1. Scrutinize Purchase - Purchase 3 minutes Engr. Ernesto
on Repair of Vehicle/ Request, Job Order Request / Job Order Request M. Miguel/
Equipment Outside outside shop from outside shop - Job Order from Engr. Sergio C.
Motorpool Shop Outside Shop Red, Sr.
2. Draft/edit/encode - Job Order file 8 minutes Engr. Ernesto
Certification M. Miguel
3. Sign and review 2 minutes Engr. Ernesto
Engr. Sergio C.
Red, Sr.
2. Receive Certification/ 4. Issue Certification/ - Purchase 2 minutes Engr. Ernesto
Purchase Request/ return Purchase Request M. Miguel
Job Order outside Request/ Job Order from - Job Order from
shop outside shop Outside Shop
199
SERVICES STANDARDS

FRONTLINE SERVICES
7. Issuance of Certification 1. Present Certificate of 1. Scrutinize Certificate of - Certificate of 3 minutes Engr. Sergio C.
on Actual Inspection of Registration/ Registration/ Application Registration/ Red, Sr./
Zipline Application for for Mayor’s Permit to Application for Engr. Alexander
Mayor’s Permit to operate Mayor’s Permit to S. Gualin
operate operate
2. Inspect and test run 8 hours
Zipline
3. Prepare Zipline 6 minutes Engr. Ernesto
Inspection Report M. Miguel
4. Draft/edit/encode - Zipline 9 minutes
Certification Inspection Report
Engr. Alexander
S. Gualin/
Engr. Sergio C.
Red, Sr.
2. Receive Certification/ 6. Issue Certification/ - Certificate of 2 minutes Engr. Sergio C.
return Certificate of return Certificate of Registration/ Red, Sr.
Registration/ Registration/ Application Application for
Application for for Mayor’s Permit to Mayor’s Permit to
Mayor’s Permit to operate operate
operate
8. Issuance of Certification 1. Present Certificate of 1. Scrutinize Certificate of - Certificate of 3 minutes Engr. Sergio C.
on Actual Inspection of Registration/ Registration/ Application Registration/ Red, Sr./
Recreational Facilities Application for for Mayor’s Permit to Application for Engr. Ernesto
Mayor’s Permit to operate Mayor’s Permit to M. Miguel
operate operate
2. Inspect and test run 4 hours
recreational facilities
200
SERVICES STANDARDS

FRONTLINE SERVICES
3. Prepare Recreational 5 minutes Engr. Ernesto

Facilities Inspection M. Miguel
Report
4. Draft/edit/encode - Recreational 8 minutes Engr. Ernesto
Certification Facilities M. Miguel
Inspection Report
Engr. Sergio C.
Red, Sr.
2. Receive Certification/ 6. Issue Certification/ - Certificate of 2 minutes Engr. Ernesto
return Certificate of return Certificate of Registration/ M. Miguel
Registration/ Registration/ Application Application for
Application for for Mayor’s Permit to Mayor’s Permit to
Mayor’s Permit to operate operate
operate
Approved by:
Engr. SERGIO S. TAPALLA

(City Engineer II)
201
5.21 OFFICE OF THE CITY TOURISM OFFICER
The main functions of the City Tourism Office are: promotion and marketing of Puerto
Princesa City as a tourist destination; development of tourist attractions particularly
ecotourism sites and community-based sustainable tourism development; tourism
statistics generation; capability-building for the tourism industry stakeholders; and
regulation of all tourism-oriented and tourism-related establishments to ensure
compliance to global standards including the quality of tourism facilities and services. It
has the following section and divisions:
a) Administrative Services Section

b) Tourism Standards and Services Division
c) Promotion and Marketing Services Division
d) Product Planning & Development Services Division
Location:
Puerto Princesa City Coliseum
San Pedro, Puerto Princesa City
Phone Number:
(048) 433-2983
202
Table 21. Office of the City Tourism Officer

SERVICES STANDARDS

FRONTLINE SERVICES
1. Help facilitate applicants 1. Ask for requirements 1. Issue and explain the - Application Form Resort: 3-5 minutes Rene Baylon
of Tourism Oriented and other requirements to issued by the New applicant
Establishments (TOE) compliances applicant Business Tax Office, Registration
and Tourism Related duly accomplished fee:
Establishments (TRE) in and notarized,
Processing Business attached all the Class AAA:
Permit documents required P 5,000.00
by the City Tourism Class AA:
Office P 3,000.00
2. Accomplish and 2. Assess and evaluate - If corporation or Class A: Mary Mae Romelyn
submit application requirements and partnership, copy of P 1,500.00 S. Arcegono/
form with complete application form Articles of Nenelia S.
required documents Incorporation/partners Special Aguirre
to the City Tourism hip & its By Laws; if Interest:
Department single proprietorship, P 1,000.00
Business Name
Certificate from DTI Supervision
(Not applicable if Fee:
renewal, unless there Class AAA:
are amendments). P 1,500.00
Class AA:
P 1,200.00
203
SERVICES STANDARDS

FRONTLINE SERVICES
3. If applicant’s 3. Inspect TOEs and TREs - Latest Income Tax Class A: 30 minutes to Rene G. Baylon/
establishment is applied for Return and audited P 1,000.00 1 hour Mary Mae Romelyn
ready for inspection, financial statements S. Arcegono/
notify the CTO to for preceding year of Special Nenelia S.
conduct the operation and Mayor’s Interest: Aguirre/
inspection of the site. Permit preceding year P 1,000.00 Ma. Corazon B.
(Not applicable for New applicant Timones
new establishments) Registration
Fee:
4. Receive the 4. Recommend approval - List of officials and Deluxe Class: Ma. Corazon B.
assessed and for business permit by employees and their P 10,000.00 Timones
evaluated documents affixing the signature at respective
and application form the application form designation: a) First Class:
duly signed by the Managerial and b) P 8,000.00
chief/head of the Rank and File and
Bio-Data. For alien Standard and
Standard and Budget Class:
Regulation Division, personnel, valid visa
from the Commission P 3,000.00
and proceed to
Permits and on Immigration and Supervision
Licensing Division Deportation, Labor Fee:
Office Permit from DOLE Deluxe Class:
P 1,500.00
- Board Resolution
designating person First Class:
authorized to sign and P 1,200.00
transact business with
the City Tourism Standard
Office Class:
P 1,200.00
- Schedule of current Economy
room rates, food & Class and
beverage menu & Budget Class:
latest brochure and P 1,000.00
fliers
204
SERVICES STANDARDS

FRONTLINE SERVICES
- Inspection report Tourist Inn:

submitted by the staff Registration
Fee:
- Such other papers or P 2,000.00
documents as may be Supervision
required by pertinent fee:
laws, rules and P 800.00
regulations and
relevant local Pension
ordinances House:
Registration
Resort: Fee:
- Comprehensive P 2,000.00
General Liability Supervision
Insurance (Validity Fee:
shall be co-terminus P 600.00
with that of license): Travel
Agency and
AAA Resort: P Tour
100,000.00 Operator:
Supervision
AA Resort: P Fee:
50,000.00 P 1,000.00
Tour Guide:
A Resort: P Supervision
20,000.00 Fee:
P 1,500.00
- Signboard Eco-Tourism
Guide:
- Fire Fighting Supervision
Facilities Fee:
- Medical Services P 300.00
205
SERVICES STANDARDS

FRONTLINE SERVICES
- Registry Form/Book Tourist

- Lifeguard and Transport:
Security Annual
Supervision
Hotel: Fee:
- Comprehensive Coaster:
General Liability P 800.00
Insurance (Validity Bus: P 800.00
shall be co-terminus
with that of license): Mini Van:
Tourist Inn: P 600.00
- Comprehensive Tricycle:
General Liability P 200.00
Insurance (Validity Boat:
shall be co-terminus P 400.00
with that of license):
See Ordinance Tourism
Related
Travel Agency: Establishment:
- List of tour guides Supervision
indicating their Fee:
citizenship and home P 425.00
address (bio-data and P 375.00
photo)
- List of travel
representatives, sales
agents or persons
who are regularly
engaged in soliciting
and booking of
passengers
206
SERVICES STANDARDS

FRONTLINE SERVICES
- Surety Bond valid for

one year issued by a
licensed and
accredited bonding
company in favor of
the City Government
of Puerto Princesa,
City Tourism office
and conditioned to
answer for any
liabilities resulting
from our incurred in
the course of the
travel and tour agency
operations in
accordance with the
finding and resolutions
of the City
Government of Puerto
Princesa
For Inbound and Annual

Outbound License Fee –
Operations: P1,000.00
P500,000.00
For Inbound
Operations:
P200,000.00
207
SERVICES STANDARDS

FRONTLINE SERVICES
- Contract of lease of
office space or a
sworn statement that
the agency is a leasee
thereof. Location shall
be in a commercial
district easily
identifiable and shall
be used exclusively
for the travel agency
business
- Two-year projected
Financial Statement to
reflect among other
things, a minimum
working capital of P
500,000.00
- Tourist vehicles
registration and plate
numbers
- Performance Report
on Sales Production of
the preceding year.
- Tariff sheet detailing
schedule of charges
on all services, tour
rates, validity, terms,
conditions and
responsibilities
208
SERVICES STANDARDS

FRONTLINE SERVICES
- Qualification of
Travel/Tour agency
manager and
permanent staff.
TREs/Internet
Café/Restaurant:
- Sanitary Permit (City
Health Office)
- Services and Rate
Schedules
- Menu Schedule and
Rates
- Signboard
- Firefighting Facilities
- OR and CR of the
vehicle
- Driver’s License
(Xerox copy)
- Contract of Lease of
office space/garage or
a sworn statement
that the agency is a
leasee thereof.
Location shall be in a
commercial district
easily identifiable and
shall be used
exclusively for the
travel agency
business.
209
SERVICES STANDARDS

FRONTLINE SERVICES

schedule of charges
on all transport rates
and other services
with validity, terms,
conditions and
responsibilities
- Trash Can/Fire
Extinguisher/First Aid
Kit
- Inspection of
Transport Units by the
City Tourism Office
Motorized Banca:
- Xerox copy of
Certificate of
Registration from
MARINA
- Bio-data of Boatmen
and helper/s with ID
picture
- Certificate of
Training to operate a
Motorized Banca from
PNP Maritime/
MARINA
- Medicine Kit
- Fire Extinguisher
Certified by the
Bureau of Fire
Protection
210
SERVICES STANDARDS

FRONTLINE SERVICES
- Uniform of Boatmen
and Helper as
prescribed by the
organization and the
City Tourism Office
- New Life Vest that
corresponds to the
number of passengers
allowed by MARINA
- Newly painted/
maintained
schedule of charges
and other services
conditions and
responsibilities
Tricycle:
- Certificate of
Registration/ OR from
LTO
schedule of charges
and other services
conditions and
responsibilities
211
SERVICES STANDARDS

FRONTLINE SERVICES
- Good lighting
condition (Stop/Signal/
Head Lights)
- Good Break and Tire
Condition
- Certificate of
Training from the City
Tourism Office as
Frontliner (photocopy)
- Trash Can
- Uniform and
Identification Card
(photocopy)
- Newly Painted/ Well
Maintained
- Certificate of
Franchise (Xerox)
Souvenir Shop:
Price List of Products
Tour Guide:
- Proof of passing a
seminar on Basic Tour
Guiding (local or
national)
- Latest Income Tax
212
SERVICES STANDARDS

FRONTLINE SERVICES
- Police Clearance
(including Barangay,
Judge, and Fiscal
Clearance)
- NBI Clearance
- 1 piece 2”x2” colored
picture (new applicant
only)
2. Reception/ Guest 1. Submit letter of 1. Receive and record the Letter of request None 30 seconds Margarita D.
Assistance request letter request indicating its Guinocan/
purpose Rosemarie N.
Austria
2. Classify needs of 30 seconds
guests:
a. Airport
b. Tour Assistance 30 seconds
c. Briefing / Orientation 1 hour
3. Endorse to Section-In- 5 minutes CTO Rebecca
Charge V. Labit
2. Coordinate with City 4. Assign staff to do the job 5 minutes Doris G. Suelo
Tourism Office
regarding the status
of request
213
SERVICES STANDARDS

FRONTLINE SERVICES
3. Complaints of TOEs and 1. Submit complaint to 1. Receive letter of Letter of complaint None 30 seconds Margarita D.
TREs the City Tourism complaint Guinocan/
Office thru: Rosemarie N.
a. Paper and pencil Austria
b. E-mail (internet) 2. Record complaints 1 minute
c. Complaint Form
3. Analyze the merits of 5 minutes Ma. Corazon B.
complaint Timones/
Nenelia S.
Aguirre
2. Receive notice of 4. Give due notice to 6-8 hours Ma. Corazon B.

action to be taken on concern person, make Timones
the complaints from verification and
the City Tourism investigation thru the
Office following:
a. Letter
b. E-mail (internet)
c. Send letter of
invitation to come to
office for query
d. Site investigation if
need arises
Approved by:
REBECCA V. LABIT
(City Tourism Officer)
214
6 PERFORMANCE PLEDGE and FEEDBACK AND REDRESS

MECHANISMS
PERFORMANCE PLEDGE
WE, the officials and employees of the
CITY GOVERNMENT OF PUERTO PRINCESA
in compliance with RA 9485 (Anti-Red Tape Law) do hereby
commit to deliver quality public service
as promised in the Citizens’ Charter.
Specifically, we will:
E
E nsure equal treatment of clients regardless of gender, religion or socio-
economic class.
SS erve efficiently with utmost courtesy from Monday to Friday at 8:00

AM to 5:00 PM wearing prescribed uniform and Identification Cards,
without noon break. We will not entertain fixers.
H
H ear and act immediately on complaints within the day and provide
complaint and assistance desk to take immediate corrective measures.
All these we pledge, BECAUSE YOU DESERVE QUALITY SERVICE.
FEEDBACK AND REDRESS

MECHANISMS
WE would like to know how we have served you. Please do the
following:
1. Accomplish our Customer’s Feedback Form and give to our
Complaint and Assistance Desk Officer of the Day.
2. Talk to our Complaint and Assistance Desk Officer of the Day for
assistance.
If you are not satisfied with our service or have experienced some
form of discrimination or unfair treatment, kindly refer your complaints,
written or verbal to our Complaint and Assistance Desk Officer of the
Day who shall immediately attend to your complaints.
215
7 ANNEXES
216
Annex 1. Executive Order No. 011, s.2009. An Order Mandating the Establishment of
Citizens’ Charter for the City Government of Puerto Princesa and Creating the Steering
Committee and Task Force for the Purpose
Republic of the Philippines

City Government of Puerto Princesa
OFFICE OF THE CITY MAYOR
New City Hall, Sta. Monica, Puerto Princesa City
EXECUTIVE ORDER NO. 011

Series of 2009
AN ORDER MANDATING THE ESTABLISHMENT OF CITIZENS’ CHARTER FOR THE CITY

GOVERNMENT OF PUERTO PRINCESA AND CREATING THE STEERING COMMITTEE AND
TASK FORCE FOR THE PURPOSE
WHEREAS, the Anti-Red Tape Act of 2007 otherwise known as Republic Act No. 9485
declared the policy of the State to promote integrity, accountability, proper management of
public affairs and public property as well as to establish effective practices aimed at the
prevention of graft and corruption in government.
WHEREAS, in accordance with this policy, local government units have been mandated by
R.A. 9485 to set up service standards to be known as the Citizens’ Charter in the form of
information billboards which should be posted at the main entrance of offices or at the
most conspicuous place, or in the form of published materials written either in English,
Filipino, or in the local dialect.
WHEREAS, the leadership advocates the promotion of good local governance through clear,
transparent, accountable and responsive public service delivery, which is also espoused by
R. A. 9485.
WHEREAS, the leadership is aware of the benefits that implementation of a Citizens’ Charter
brought about to other LGUs and their constituents such as less cost of public service
delivery, reduced vulnerability to graft and corruption, availability of feedback mechanism,
existence of basis for assessing the performance of the local government and staff, as well
as customer satisfaction, equal treatment of customers, availability of complaints and
redress mechanism, and opening of opportunity for people participation on service
improvement, among others.
217
WHEREAS, it is the leadership’s desire for the City Government of Puerto Princesa and its
constituents, to reap the same benefits as mentioned above through the establishment of
its own Citizens’ Charter.
NOW THEREFORE, by virtue of the powers vested upon me as the local chief executive (LCE)
of the City Government of Puerto Princesa, I hereby order the following:
Section 1. Establishment of a Citizens’ Charter for the City Government of Puerto

Princesa. The local government of the City Government of Puerto Princesa shall establish an
official document, a service standard, or a pledge, that communicates, in simple terms,
information on the services that it provides to its constituents. The said document shall
describe the step-by-step procedures for availing a particular service, and the guaranteed
performance level that the constituents may expect for that service, and shall include the
following information:
a. Vision and mission of the City Government of Puerto Princesa;

b. Identification of the frontline services offered, and the recipients of such
services;
c. The step-by-step procedure to obtain a particular service;
d. The officer or employee responsible for each step;
e. The maximum time to conclude the process;
f. Document/s to be presented by the client, with a clear indication of the
relevancy of said document/s;
g. The amount of fees, if necessary;
h. The procedure for filing complaints in relation to requests and applications,
including the names and contact details of the officials/channels to approach
for redress;
i. Allowable period for extension due to unusual circumstances; i.e. unforeseen
events beyond the control of concerned government office or agency; and
j. Feedback mechanisms, contact numbers to call and/or persons to approach
for recommendations, inquiries, suggestions, as well as complaints.
Section 2. Creation of the Steering Committee on the Citizens’ Charter Initiative. A

Steering Committee on the Citizen’s Charter initiative shall be created to serve as primary
advisory body to the local chief executive in the overall direction and supervision of the
Citizens’ Charter initiative. The Steering Committee shall be composed of the following:
a. The City Mayor, who shall act as the Committee Chairperson;

b. The City Vice Mayor;
c. Chairperson of the Committee on Trade and Industry, of the Sangguniang
Panlungsod;
d. All Department Heads;
e. President of Puerto Princesa City Government Employees’ Association; and
218
f. The Head of the Task Force on Citizens’ Charter Preparation, as ex officio

member.
Section 3. Terms of Reference for the Steering Committee. The Steering Committee shall
perform the following functions:
a. Act as the LCE’s advisory council in the overall direction and supervision of
the Citizens’ Charter initiative’s implementation;
b. Assist the LCE in setting the goals and objectives of the Citizens’ Charter
initiative;
c. Assist the LCE in the review and refinement of the Citizens’ Charter;
d. Lead in advocating and lobbying for the institutionalization of the Citizens’
Charter to the Sangguniang Panlungsod through an appropriate ordinance.
Section 4. Creation of the Task Force on Citizens’ Charter Preparation. A Task Force on
Citizens’ Charter Preparation shall be created to take the lead in the formulation, writing
and packaging of the Citizens’ Charter. The Task Force shall be composed of the following:
a. The City Administrator, who shall act as the Task Force Head;
b. The City LGOO, who shall act as Deputy Task Force Head;
c. Heads of Departments providing frontline services;
d. Division Chiefs/Senior Staffs from each Department providing frontline
services.
Section 5. Terms of Reference for the Task Force. Members of the Task Force shall
perform the following functions:
a. The Department Heads, assisted by one or two of their Division Chiefs/Senior

Staffs, shall lead in the review of their offices’ frontline services in terms of
procedure, requirements, charges and fees, in the setting of new service
standards, and in the conduct of consultative meetings with the consumers
or beneficiaries of the services provided by their departments;
b. The Department Heads shall also be in charge of writing their offices’ new
procedures, list of requirements, and schedule of charges and fees for
submission to the Task Force Head.
c. The Task Force Head shall see to it that standards and deadlines with regard
to the Citizens’ Charter preparation are met, assume responsibility for the
review, consolidation and finalization of the published form of the Charter.
d. The Deputy Head shall assist the Task Force Head in the review and
consolidation of the Department’s outputs, as well as in the finalization of the
Charter.
219
Section 6. Secretariat. There is hereby created a Secretariat composed of the regular

personnel of the Human Resource Management Office to provide administrative and
operational assistance to the Steering Committee on the Citizens’ Charter Initiative and Task
Force on Citizens’ Charter Preparation.
Section 7. Effectivity. This Executive Order shall take effect immediately.
DONE, this _20th day of April 2009 in the City of Puerto Princesa.
(Signed) EDWARD S. HAGEDORN

City Mayor
220
Annex 2. Revised Customer’s Feedback Form (CGPP/QSF.DCC 18 – Rev. No. 01 Eff.

Date: August 01, 2012)
Republic of the Philippines

City GOVERNMENT OF PUERTO PRINCESA
Why?(Bakit?)
Office of the ______________________
______________________________________________
CLIENT’S FEEDBACK FORM
______________________________________________
Date:_____________ Control No.:______________
We intend to serve you better: ______________________________________________
Please let us know how we have served you.
Layunin po naming paglingkuran kayo ng maayos na serbisyo
sabihin po ninyo sa amin kung paano pa namin kayo ______________________________________________
mapaglilingkuran ng lubos.
______________________________________________
Please check the appropriate box.
Thank you!
______________________________________________
______________________________________________
______________________________________________
Why? Why? ______________________________________________

Comments at the Comments at the
back please back please ______________________________________________
CGPP/QSF.DCC 18 – Rev. No. 01 Eff. Date: August 01, 2012 (Use another sheet if necessary)
221
Annex 3. Sangguniang Panlungsod Resolution No. 565-2009
222
223
Annex 4. Directory of Local Departments/Offices
LOCAL CGPP DEPARTMENTS
Hon. EDWARD S. HAGEDORN Hon. LUCILO R. BAYRON

City Mayor Vice Mayor
nd rd
2 Floor, City Hall 3 Floor, City Hall
Sta. Monica, Puerto Princesa City Sta. Monica, Puerto Princesa City
Tel No.: (048) 433-2249/ 433-9020 Tel No.: (048) 433-2634
Mr. SAMSON A. NEGOSA Atty. AGUSTIN M. ROCAMORA

Secretary to the Sangguniang Panlungsod II CG Department Head II
3rd Floor, City Hall (City Administrator II)
nd
Sta. Monica, Puerto Princesa City 2 Floor, City Hall
Tel. No.: (048) 433-6156 Sta. Monica, Puerto Princesa City
Tel. No.: (048) 434-2695
Atty. EXPEDITO M. ANIGAN Engr. JOVENEE C. SAGUN

CG Department Head II CG Department Head II
(City Personnel Officer) (City Planning & Dev’t. Coordinator II)
nd
Ground Floor, City Hall 2 Floor, City Hall
Tel. No.: (048) 433-2766 Tel. No.: (048) 433-2183
Mr. ABNER L. MADURO Mrs. ROSEVILLE P. DEL ROSARIO

(City Civil Registrar II) (City General Services Officer II)
Ground Floor, City Hall PPC Land Transportation Terminal Bldg.
Sta. Monica, Puerto Princesa City San Jose, Puerto Princesa City
Tel. No.: (048) 433-7955 Tel. No.: (048) 434-5228
Ms. REGINA S. CANTILLO Mrs. NANETTE A. DARIO

CG Asst. Department Head II CG Department Head II
(Asst. City Budget Officer)/ (City Accountant II)
Acting City Budget Officer II Ground Floor, City Hall
nd
2 Floor, City Hall Sta. Monica, Puerto Princesa City
Sta. Monica, Puerto Princesa City Tel. No.: (048) 433-4371
Tel. No.: (048) 433-2016
Mrs. MARIA CORAZON A. ABAYARI Engr. FILEMON D. REYNOSO

(City Treasurer II) (City Assessor II)
Ground Floor, City Hall Ground Floor, City Hall
Tel. No.: (048) 433-4696 Tel. No.: (048) 433-2128
Mr. ALROBEN J. GOH Atty. SHIRLEY R. DAGANTA

CG Department Head II Asst. City Legal Officer
(City Information Officer II) (CG Asst. Department Head II)/
Ground Floor, City Hall Acting City Legal Officer II
nd
Sta. Monica, Puerto Princesa City 2 Floor, City Hall
Tel. No.: (048) 434-3765 Sta. Monica, Puerto Princesa City
Tel. No.: (048) 433-4370
224
Atty. MA. RACHEL FE FABROS-DILIG Dr. JUANCHO V. MONSERATE

City Register of Deeds CG Department Head II
Sta. Monica, Puerto Princesa City (City Health Officer II)
Tel. No.: (048) H. Mendoza, Puerto Princesa City
Tel. No.: (048) 434-6582
Ms. LOLITA C. YULO Mrs. MELISSA THEODORA U. MACASAET

(City Social Welfare & Dev’t. Officer II) (City Agriculturist II)
Ground Floor, City Hall 2nd Floor, City Hall
Tel. No.: (048) 433-6262 Tel. No.: (048) 433-2106
Dr. INDIRA A. SANTIAGO Atty. REGIDOR B. TULALI

(City Veterinarian II) (City Env’t. & Natural Resources Officer II)
New Market, San Jose PPC Land Transportation Terminal Bldg.
Puerto Princesa City San Jose, Puerto Princesa City
Tel. No.: (048) 433-6531 Tel. No.: (048) 434-1319
Engr. SERGIO S. TAPALLA Mrs. REBECCA V. LABIT

(City Engineer II) (City Tourism Officer )
2nd Floor, City Hall Puerto Princesa City Coliseum
Sta. Monica, Puerto Princesa City San Pedro, Puerto Princesa City
Tel. No.: (048) 433-2354 Tel. No.: (048) 433-2983
OTHER CGPP OFFICES
Mrs. AUREA G. PALLAYA Mrs. JOYMARIE B. OLAPE

Licensing Officer IV Librarian II/
CMO-Permits & Licenses Division Officer-In-Charge, Library Services Division
2nd Floor, City Hall H. Mendoza, Puerto Princesa City
Sta. Monica, Puerto Princesa City Tel. No.: (048) 433-6177
Tel. No.: (048) 433-4274
Mrs. AILEEN CYNTHIA M. AMURAO Engr. JAVIER P. QUINDOZA
Supvg. Labor & Employment Officer Housing & Homesite Reg. Officer III/
CMO-Employment Services Officer-In-Charge, Housing Dev’t. Division
Valencia Sr., Puerto Princesa City San Pedro, Puerto Princesa City
Tel. No.: (048) 433-6864 (Behind Puerto Princesa City Coliseum)
Tel. No.: (048) 434-3786
Mr. ROLANDO N. BUSTAMANTE Dr. MA. TERESA A. QUINTERO

Licensing Officer III/ Veterinarian IV/
Acting Market Superintendent – Administrative Acting Supervising Head – Puerto Princesa City
Operations Slaughterhouse
Malvar St., Puerto Princesa City Tagburos, Puerto Princesa City
Tel. No.: (048) 434-8804
225
Mrs. ISABELITA A. PELONIA Engr. SERGIO C. RED, JR.

Population Program Officer IV Engineer II/
Valencia St., Puerto Princesa City Officer-In-Charge, CED-Motorpool Division/
Tel. No.: (048) 433-3397 Rafols Road, Puerto Princesa City
Tel. No.: (048) 433-0047
226

Rev - Nov2012 Citizen's Charter of CGPP PDF

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CGPP Citizen’s Charter: A Manual of City Government Frontline Services

AGENCY: City Government of Puerto Princesa

DOCUMENT: Citizen’s Charter: A Manual of City Government Frontline Services

Hon. EDWARD S. HAGEDORN

City Government of Puerto Princesa

2 Vision and Mission.......................................................................................................................... 2

3 Socio-Economic Profile .................................................................................................................. 3

4 City Government Organizational Chart .......................................................................................... 4

5 Service Standards .......................................................................................................................... 5

5.1 Office of the City Mayor.............................................................................................................. 6

5.2 Office of the City Vice Mayor ................................................................................................... 41

5.3 Office of the Sangguniang Panlungsod ................................................................................... 51

5.4 Office of the City Administrator ................................................................................................ 77

5.5 Office of the Human Resource Management Officer ............................................................... 83

5.6 Office of the City Planning and Development Coordinator ...................................................... 91

5.7 Office of the Civil Registrar ...................................................................................................... 95

5.8 Office of the City General Services Officer ............................................................................ 103

5.9 Office of the City Budget Officer ............................................................................................ 108

5.10 Office of the City Accountant ............................................................................................. 111

5.11 Office of the City Treasurer................................................................................................ 115

5.12 Office of the City Assessor ................................................................................................ 120

5.13 Office of the City Information Officer ................................................................................. 128

5.14 Office of the City Legal Officer ........................................................................................... 131

5.15 Office of the City Health Officer ......................................................................................... 136

5.17 Office of the City Agriculturist ............................................................................................ 165

5.18 Office of the City Veterinarian ............................................................................................ 175

5.20 Office of the City Engineer ................................................................................................. 191

5.21 Office of the City Tourism Officer....................................................................................... 202

6 Performance Pledge and Feedback and Redress Mechanisms ................................................ 215

7 Annexes ...................................................................................................................................... 216

Table 1. Office of the City Mayor ........................................................................................................... 7

CBO City Budget Office/r

In compliance with RA 9485, otherwise known as “Anti-Red Tape Act of 2007”

As defined in RA 9485, this Manual of CGPP’s frontline services includes a

Committed in advancing the system of management by intensifying the

2 VISION and MISSION

TOWARDS A MODEL CITY

Promote a high degree of citizen and

Provide quality social services,

Carry out programs, projects and

To ensure transparent, responsive and

Location and Land Area

while in its eastern coast lays the Sulu Sea.

City in the country.

4 CITY GOVERNMENT ORGANIZATIONAL CHART

5.1 OFFICE OF THE CITY MAYOR

Table 1. Office of the City Mayor

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

5. For businesses with 3. Sort and review as to - Sanitary Permit/

5. Receive approved 5. Record and release to - Business Tax

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

- Has Secured Mayor's

- Mayor's Permit is under

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE

3. Proceed to Market Office 3. Post payments to - Official Receipts Carmelita A.

4. Seek the signature of

STEPS/PROCEDURES DOCUMENTARY FEES PROCESSING RESPONSIBLE