Support Services (Internal Services) 5

Pag-IBIG Fund

CITIZEN’S CHARTER 2020 (Edition 2.2)

In compliance with the provisions of R.A. 11032, otherwise known as the “Ease of Doing Business and Efficient Government Service DeliveryAct of 2018” Pag-IBIG Fund

CITIZEN’S CHARTER 2020 (Edition 2.2)

1 I. Mandate Pag-IBIG is an acronym which stands for Pagtutulungan sa Kinabukasan: Ikaw, Bangko, Industriya at Gobyerno. To this day, the Pag-IBIG Fund continues to harness these four sectors of the society to work together towards providing Fund members with adequate housing through an effective savings scheme.

II. Vision For every Filipino worker to save with Pag-IBIG Fund and to have decent shelter.

III. Mission To generate more savings from more Filipino workers, to administer a sustainable Fund with integrity, sound financial principles, and with social responsibility, and to provide accesible funds for housing of every member.

IV. Service Pledge

To improve the quality of life of every Filipino, we in the Pag-IBIG Fund, commit to provide member-focused quality service, through enchancement of the provident savings and home financing system.

To sustain quality service, we shall:

• Pursue the highest standard to improve the effectiveness and efficiency of our quality management system;

• Develop and enhance services that are responsive to the growing needs of members and relevant interested parties;

• Maintain a productive work environment that promotes employees’ expertise, engagement, team work, and wellness; and

• Uphold transparency and accountability.

“Lingkod Pag-IBIG: Tapat na Serbisyo, Mula sa Puso”

V. List of Services Support Services (Internal Services) 5

Facilities and Offices Services Department (FOSD) (Internal Services) 5

• Major Repair/Maintenance of Office Premises 6 • Minor Repair/Maintenance of Office Premises 9 • Provision of Transportation and Communication 12

General Accounting Department (GAD) (Internal Services) 14

• Financial Statements and Reports 15

General Services Department (GSD) (Internal Services) 22

• Issue Common-Use Supplies 23 • Renewal of LTO Registration of Service Pool Motor Vehicles 26

Human Resource Development Department (HRDD) (Internal Services) 29

• Issue Certificate of Employment 30 • Issue Certificate of Performance Rating 31 • Issue Clearance Certificate/Service Record 33 • Issue List of Trainings Attended to Concerned Employee 35 • Issue Travel Authority 37 • Provide External Training to Concerned Employee 39 • Request for Renewal, Replacement, or Reliever of Agency-Hired Contractual 41 • Request for Renewal, Replacement, or Reliver of Job Order 43

Human Resource Management Department (HRMD) (Internal Services) 45

• Process Issuance of Corporate ID 46 • Processing of Application for Leave 48

Integrated Records and Information Management Department (IRIMD) 50 (Internal Services) 51 • Digitization of Documents 53 • Disposal of Records 58 Legal and General Counsel Group (Internal Services) 59 • Review of Contracts, Guidelines, Forms and other Agreements 61 • Review of Enforcement Complaint

3 Member Relations Department (MRD) (Internal Services) 63

• Complaints Management (Resolution of 8888 Complaints) 64 • Complaints Management (Resolution of Member’s Complaints/Concerns 66 endorsed by ARTA, PACC, and CCB) • Complaints Management (Resolution of Member’s Complaints/Concerns 68 endorsed by Presidential Complaint Center, HUDCC, OVP, PAO) • Complaints Management (Resolution of Member’s Complaints/Concerns 71 endorsed by Wanted Sa Radyo) • Handling of Escalated Simple and Highly Technical Complaints from the 74 Outsourced Contract Center’s Service Provider

Operations Accounting Department (OAD) (Internal Services) 78

• Issuance of Notice of Budget Allocation 79 • Issuance of Notice of Budget Obligation for Purchase Orders, Contracts, etc. 82 • Process Disbursement Voucher/Disbursement Voucher/Check 86

Treasury Department (Internal Services) 90

• Issuance of Payment Order Form (POF) and Acceptance of Loan Amortization 91 Payment and Other Amounts due to the Fund through Over-the-Counter (OTC) (Housing) • Issuance of Payment Order Form (POF) and Acceptance of Remittance 96 For Membership Savings (MS)/payment of Loan Amortization Payment and Other Amounts due to the Fund through Over-the-Counter (OTC) (Member Services) • Issuance of Payment Order Form (POF) and Acceptance of Remittance 101 For Membership Savings (MS)/payment of Loan Amortization Payment and Other Amounts due to the Fund through Over-the-Counter (OTC) (Treasury) • Release of Check to Suppliers 104 • Release of Home Financing Documents to Borrower/Buyer/Authorized 106 Representative/Developer

VI. Feedback and Complaints 112 VII. List of Offices 119

4 SUPPORT SERVICES FACILITIES AND OFFICE SERVICES DEPARTMENT (FOSD) INTERNAL SERVICES

1. Major Repair/Maintenance of Office Premises

This service refers to the major repairs and maintenance of office premises/facilities for the safe and productive work and servicing environment for the Pag-IBIG Fund employees and members/member-borrowers/clients that are beyond and not covered by the following scope of works:

▪ Floor - Repair of carpets and ceramic/granite/vinyl tiles - Dismantling of ceramic/granite/vinyl tiles

▪ Wall - Dismantling of drywall and low partition

▪ Ceiling - Dismantling of acoustic board and plywood ceiling

▪ Windows - Repair of windows - Repair of vertical/horizontal blinds

▪ Door - Installation of hinges and doorknob - Repair of hinges and doorknob

▪ Electrical - Replacement of busted lights - Repair of switch, convenience outlet, extension cord and lights

▪ Plumbing - Repair of intercom, faucet, leaks and fixtures

This service shall start from the receipt of the Service Request Form up to the completion of the repair/maintenance.

Office or Division: ▪ Building Administration and Maintenance Division – Facilities and Office Services Department (BAMD-FOSD) ▪ Cash and Administrative Services Division – Technical and Administrative Support (CASD-TAS) Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Pag-IBIG Fund Employee/Requisitioning Unit CHECKLIST OF REQUIREMENTS WHERE TO SECURE Service Request Form (SRF, HQP-TSF-013) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish and 1. Receive and submit Service acknowledge receipt Request Form (SRF) of SRF thru any of Office/Clerical to Office/Clerical the following: Administrative Administrative - Email None 20 Minutes Assistant/ Administrative Assistant/ASO II. - Logbook Services Officer - SRF (copy 2) (ASO) II BAMD- 1.1 Evaluate request. FOSD/CASD- TAS

2. Acknowledge receipt 2. Review and approve/ None 30 Minutes Concerned of disapproved SRF disapprove SRF. Division Chief III/ from Office/Clerical (If included in the Concerned Head/ Administrative approved budget and ASO IV Assistant/ASO II. standards) BAMD- FOSD/CASD-

TAS

2.1 For disapproved None 10 Minutes Office/Clerical request, inform the Administrative Requisitioning Unit Assistant/ASO II thru email or BAMD- telephone call and FOSD/CASD- return SRF, as TAS applicable.

2.2 For approved None Request within Assigned request, conduct the area: 2 Skilled/Technical/ assessment/site Hours Administrative inspection and Personnel prepare Bill of Request from BAMD- Materials, as Distant FOSD/CASD- applicable. Office/Branch: TAS 1 Working Day

2.3 Check availability of None 30 Minutes materials with Property Supply Management Division-General

Services Department

(PSMD- GSD)/CASD-TAS.

2.4 If available, access None 30 Minutes the system and prepare Requisition and Issue Slip (RIS).

Note: The

Department

Manager III/

Concerned Assigned Head shall Skilled/ approve the Technical/ RIS thru Administrative system Personnel BAMD- 3. Receive copy of Bill 3. If unavailable, None 15 Minutes FOSD/CASD- of Materials from provide copy of Bill of TAS Office/Clerical Materials thru email Administrative or hardcopy to Assistant/ASO II. Requisitioning Unit for preparation of Purchase Request (PR).

4. Notify FOSD on the 4. Receive requested None 10 Minutes availability of materials from materials. PMSD-GSD/CASD- TAS.

5. Upon completion of 5. Perform actual None 19 days, Assigned work/repair, sign and repair/ maintenance 3 hours and Skilled/ forward SRF to of office 35 minutes Technical/ BAMD-GSD/CASD- premises/facilities. Administrative TAS. Personnel BAMD-

FOSD/CASD- TAS

20 Working TOTAL: None Days

2. Minor Repair/Maintenance of Office Premises

This service refers to the minor repairs and maintenance of office premises/facilities for the safe and productive work and servicing environment for the Pag-IBIG Fund employees and members/member-borrowers/clients. The following are the scope of works:

▪ Floor - Repair of carpets and ceramic/granite/vinyl tiles - Dismantling of ceramic/granite/vinyl tiles

▪ Wall - Dismantling of drywall and low partition

▪ Ceiling - Dismantling of acoustic board and plywood ceiling

▪ Windows - Repair of windows - Repair of vertical/horizontal blinds

▪ Door - Installation of hinges and doorknob - Repair of hinges and doorknob

▪ Electrical - Replacement of busted lights - Repair of switch, convenience outlet, extension cord and lights

▪ Plumbing - Repair of intercom, faucet, leaks and fixtures

This service shall start from the receipt of the Service Request Form up to the completion of the repair/maintenance.

Office or Division: ▪ Building Administration and Maintenance Division – Facilities and Office Services Department (BAMD-FOSD) ▪ Cash and Administrative Services Division – Technical and Administrative Support (CASD-TAS) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Pag-IBIG Fund Employee/Requisitioning Unit CHECKLIST OF REQUIREMENTS WHERE TO SECURE Service Request Form (SRF, HQP-TSF-013) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish and 1. Receive and submPagit Service acknowledge receipt Office/Clerical Request Form (SRF) of SRF thru any of Administrative to Office/Clerical the following: Assistant/ Administrative - Email None 20 Minutes Administrative Services Assistant/ASO II. - Logbook Officer (ASO) II - SRF (copy 2) BAMD-FOSD/ CASD-TAS 1.1 Evaluate request.

2.1 For disapproved None 10 Minutes Office/Clerical request, inform the Administrative Requisitioning Unit Assistant/ASO II thru email or BAMD-FOSD/ telephone call and CASD-TAS return SRF, as applicable.

2.2 For approved None Request within Assigned request, conduct the area: 2 Skilled/Technical/ assessment/site Hours Administrative inspection and Personnel prepare Bill of Request from BAMD-FOSD/ Materials, as Distant CASD-TAS applicable. Office/Branch: 1 Working Day

2.3 Check availability of None 30 Minutes materials with Property Supply Management Division-General

Services

Department (PSMD- GSD)/CASD-TAS.

2.4 If available, access None 30 Minutes the system and prepare Requisition and Issue Slip (RIS). Note: The Department Manager III/

Concerned

Head shall approve the Assigned RIS thru Skilled/ system Technical/ Administrative 3. Receive copy of Bill 3. If unavailable, provide None 15 Minutes Personnel of Materials from copy of Bill of BAMD-FOSD/ Office/Clerical Materials thru email CASD-TAS Administrative or hard copy to

Assistant/ASO II. Requisitioning Unit for preparation of Purchase Request (PR).

4. Notify FOSD on the 4. Receive requested None 10 Minutes availability of materials from materials. PMSD-GSD/CASD- TAS.

5. Upon completion of 5. Perform actual repair/ None 2 Working work/repair, sign and maintenance of office Days, forward SRF to premises/facilities. 3 Hours, and BAMD-GSD/CASD- 35 Minutes TAS.

3 Working TOTAL: None Days

3. Provision of Transportation and Communication

It refers to the provisioning of transportation and communication facilities in support to the day- to-day operations of Pag-IBIG Fund.

This service shall start from the receipt of Request for Vehicle form up to assignment of vehicle to the concerned unit.

Office or Division: ▪ Transportation and Communication Division – Facilities and Office Services Department (TCD-FOSD) ▪ Cash and Administrative Services Division-Technical and Administrative Support (CASD-TAS) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Pag-IBIG Fund Employee/Requisitioning Unit CHECKLIST OF REQUIREMENTS WHERE TO SECURE Request for Vehicle (HQP-TSF-015) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish and 1. Receive and submit Request for acknowledge receipt Vehicle to of Request for Dispatcher/ Vehicle thru any of Administrative the following:

Services Officer - Email

(ASO) II. - Logbook - Request for Vehicle

(copy 2) Dispatcher/ None 1 Hour ASO II 1.1 Evaluate request. TCD-FOSD/ (If official and signed CASD-TAS by Concerned Division Chief III/ Concerned Head)

1.2 Check availability of service vehicle.

1.3 If with available 1 Hour Dispatcher/ vehicle, inform the ASO II/ Requisitioning Unit Concerned thru email/telephone Division Chief III/ call and prepare the Concerned Head TCD-FOSD/ following documents: CASD-TAS ▪ Daily Dispatch of Motor Service Pool Vehicles ▪ Driver’s Trip Ticket ▪ Itinerary of Travel ▪ Travel Order, as applicable

1.4 If no available 10 Minutes vehicle, inform the (paused-clock) Requisitioning Unit None thru email/telephone call that his/her

request shall be

waitlisted.

2. Acknowledge receipt 2. If there is still no Dispatcher/ of returned request available vehicle after ASO II stamped with “No being waitlisted, TCD-FOSD/ Available Vehicle” inform Requisitioning CASD-TAS from Dispatcher/ASO Unit thru email/ II. telephone call. 15 Minutes

2.1 Stamp the request

with “No Available Vehicle” and return to Requisitioning Unit.

2 Hours and TOTAL: None 25 Minutes

13 SUPPORT SERVICES GENERAL ACCOUNTING DEPARTMENT (GAD) INTERNAL SERVICES

1. Financial Statements and Reports

Financial data of various NCR Provident branches and NCR Housing comes from the transactions in the various services and programs that Pag-IBIG Fund members have availed of daily. These data are gathered and consolidated to form part of the financial statements and reports. Financial statements and reports are useful in the analysis of transactions used by the internal management in the assessment of financial performance and to further strengthen the various services and programs applicable to the Pag-IBIG Fund members and stakeholders.

This service shall start from validation and analysis of financial reports and schedules submitted by various Technical and Administrative Support (TAS) up to submission to the General Accounting Department (GAD) for inclusion to the Corporate Head Quarter (CHQ) nationwide consolidated financial reports and schedules.

Office or Division: Financial Monitoring and Evaluation Division – General Accounting Department (FMED-GAD) Classification: Complex Type of Transaction: G2G – Government to Government Who may avail: ▪ Pag-IBIG Fund Branch Accountants ▪ TAS Head/Department Managers ▪ Senior Management of the Pag-IBIG Fund ▪ Commission on Audit (COA) CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Summary of Due To/From Head Office (SDHO) ▪ Ticket Exchange Statement (TES) ▪ Trial Balance (TB) ▪ Bank Reconciliation Statement ▪ Statement of Changes in members Contributions ▪ Statement of Cash Flow ▪ Aging Report of Undistributed Collections/Posting Clearing Account ▪ Schedule of Cash Advances Pag-IBIG Fund Technical and Administrative ▪ Schedule of Current and Non-Current Services (TAS) and NCR Housing Receivables ▪ Aging of Accounts Receivables ▪ Aging of Accounts Payables ▪ Schedule of Accrued Expenses – Prior Period and Current ▪ Schedule of Property, Plant and Equipment ▪ Schedule of Supplies and Inventory

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit the SDHO 1. Receive and upload 15 Minutes thru email to the SDHO in Ingres Accounting General Accounting Ticketing System. Support Assistant Department (GAD). [Agency Hired 1.1 Print and verify the 15 Minutes Contractual (AHC)] correctness of Accounting/Loans accounts used in the Assistant - SDHO transaction [Job Order (JO) details. Financial Analyst II FMED-GAD 1.2 Check the printed 15 Minutes Financial SDHO. Specialist/ Senior Financial Specialist/ Supervising Financial

Specialist FMED-GAD 1.3 Submit SDHO to the None 15 Minutes Accounting General Ledger Support Division. Assistant-AHC Accounting/Loans Assistant-JO/ Financial Analyst II FMED-GAD 2. Submit the TES of 2. Validate the balances 30 Minutes Due To/From of the submitted TES accounts thru email. if tally with the ending balances reflected in the Master Proof Accounting Sheet (MPS). Support Assistant-AHC 2.1 Generate the TES 15 Minutes Accounting/Loans of the Due To/From Assistant-JO/ Head Office Financial (HO)/TAS Analyst II accounts. FMED-GAD

2.2 Match the submitted 30 Minutes TES from TAS to reconcile with the generated TES of HO in the TES

Matching System.

2.3 Check and validate 30 Minutes the unreconciled transactions and prepare the final Due To/From HO/TAS Reconcilement Report.

2.4 Submit the Due 4 Hours

To/From HO/TAS Reconcilement Report for checking Accounting by the Division Chief Support III, recommendation Assistant-AHC for approval by the Accounting/Loans Assistant None Assistant-JO/ Department Financial Manager I and Analyst II approval by the FMED-GAD

Department

Manager III.

2.5 Submit the approved 15 Minutes Due To/From HO/TAS Reconcilement Report to TAS

3. Submit the 3. Generate the 15 Minutes

Unadjusted TB thru submitted encoded

email to GAD. file of Unadjusted TB from TAS in the Ingres System

3.1 Check the balances 30 Minutes of the generated Unadjusted TB.

3.2 Input the balances of 30 Minutes Accounting unreconciled Support transactions from the Assistant-AHC Due To/From Accounting/Loans HO/TAS Assistant-JO/ Financial Reconcilement Analyst II Report to the FMED-GAD balance of affected accounts in the Unadjusted TB to come up with the Adjusted TB.

3.3 Forward the 4 Hours Financial Adjusted TB to Specialist/ the COD III for Senior Financial review, validation Specialist/ and consolidation Supervising Financial per group of Specialist National Capital None FMED-GAD Region (NCR), Luzon, and Visayas and Mindanao (Vismin).

3.4 Submit the 4 Hours Division Chief III group’s FMED-GAD consolidated Adjusted TB to Assistant the GLD and to Department Manager I the ADM-I for GAD consolidation of TAS Adjusted TB to be used as basis for validation of all other consolidated financial reports and schedules.

4. Submit various 4. Review, analyze, and None 4 Hours Accounting Schedules and evaluate the periodic Support Aging Reports to financial schedules to Assistant-AHC/ GAD. provide accurate Accounting/Loans financial information Assistant-JO/ Financial to users. Analyst II/ Financial 4.1 Prepare the None 2 Hours Specialist/Senior consolidated files of Financial submitted financial Specialist/ schedules and Supervising reports. Financial Specialist FMED-GAD

4.2 Check and validate None 4 Hours Division Chief III the consolidated FMED-GAD financial schedules and reports from Assistant TAS and submit to Department Manager I GLD for inclusion to GAD the CHQ’s consolidated file to be submitted to the Management and external users within the Fund and external government agencies such as COA, GCG, BSP, etc. 4.3 Provide the None 1 Hour Accounting Operating Unit (TAS Support and NCR Housing) Assistant-AHC/ with feedbacks on Accounting/Loans findings of analyses Assistant-JO/ Financial and interpretations Analyst II/ of financial Financial conditions and Specialist/Senior operating results Financial thru issuance of Specialist/ observations and Supervising recommendations. Financial Specialist FMED_GAD

4.4 Check, validate, and None 4 Hours Division Chief III submit the FMED-GAD accomplished observations and Assistant recommendations Department Manager I for the TAS. GAD 4.5 Submit the approved None 1 Hour Accounting observations and Support Assistant recommendations to - AHC the TAS. Accounting/Loans Assistant – JO/ Financial Analyst II FMED-GAD

5. Acknowledge 5. Review and validate None 4 Hours Accounting receipt of the submitted Support observations and comments and Assistant-AHC/ recommendation on actions to be taken by Accounting/Loans findings and provide TAS as basis for Assistant-JO/ Financial comments and analysis in the Analyst II/ actions to be taken present and Financial thru memo to GAD. succeeding financial Specialist/Senior schedules and Financial reports. Specialist/ Supervising Financial Specialist FMED-GAD

5.1 Assist TAS in the None 3 Working Accounting coordination with Days Support other concerned Assistant-AHC/ departments as to Accounting/Loans the resolution of Assistant-JO/ Financial long outstanding Analyst II/ balances in the Financial schedules such as Specialist/Senior accounts Financial receivables and Specialist/ payables, Supervising reconciling items in Financial the Bank Specialist Reconciliation FMED-GAD Statements, floating items in the Due To/From HO/TAS Reconcilement Reports and other similar unaccounted data on the submitted financial reports and schedules by TAS.

7 Working Days, 4 Hours, TOTAL: None and 15 Minutes

21 SUPPORT SERVICES GENERAL SERVICES DEPARTMENT (GSD) INTERNAL SERVICES

1. Issue Common-Use Supplies

This service refers to the issuance of common-use supplies to all concerned Requisitioning Units.

Common-use supplies are office stationery & supplies and computer supplies which are regularly withdrawn by Operating Units for their day-to-day operation.

This service shall start from the receipt of approved Requisition and Issue Slip (RIS) or approved request thru the Supply Inventory Management System (SIMS) up to issuance of items to the concerned Requisitioning Unit/End-User.

Office or Division: Property and Supply Management Division-General Services Department (PSMD-GSD)/Cash and Administrative Services Division-Technical and Administrative Support (CASD-TAS) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: All Requisitioning Units of Pag-IBIG Fund/End-User of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE Pag-IBIG Fund Intranet Portal or Supply Requisition and Issue Slip (RIS, original) Inventory Management System (SIMS) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit approved 1. Receive request and RIS (hardcopy) or acknowledge receipt approved request of request thru any of thru SIMS. the following: - Email

1.1 Acknowledge - Logbook

receipt of returned RIS (hardcopy). For RIS (hardcopy) 1.1 Review the form Storekeeper used and None 1 Hour PSMD-GSD/ signatories. CASD-TAS

1.2 If not acceptable, return the RIS to Requisitioning Unit/End-User.

For request thru SIMS 1.3 Access system and review request.

2. Acknowledge 2. Validate requested 2 Hours receipt of returned items if included in the RIS (hardcopy) or approved PPMP of system-generated the Requisitioning email regarding Unit.

disapproval of the

request. 2.1 If not included in the approved PPMP, return the RIS (hardcopy) or decline the request in the system.

2.2 Indicate quantity for 2 Hours Storekeeper issuance per line PSMD-GSD/ item and status on CASD-TAS

the remarks portion of the RIS (hardcopy) or request in the system. None

2.3 Endorse RIS 30 Minutes (hardcopy)/request (thru system) to the Division Chief III for

approval.

2.4 Approve RIS 1 Hour Division Chief III (hardcopy)/request PSMD-GSD/ (thru system) and CASD-TAS endorsed back to Storekeeper.

3 Hours Storekeeper 2.5 Prepare item/s to PSMD-GSD/ be CASD-TAS issued/withdrawn and endorse to Supply Officer II for issuance

2.6 Validate actual 2 Hours item/s for issuance to ensure correctness as to quantity and

specifications.

2.7 Notify 30 Minutes Requisitioning Units/End-User that supplies are ready for issuance.

Note: For request thru Supply Officer II system, a system- None PSMD-GSD/ generated CASD-TAS

notification shall be

sent to the Requisitioning

Unit/End-User.

3. Acknowledge 3. Issue item/s to the 2 Hours receipt of requested Authorized supplies on the RIS Representative of the (hardcopy) or thru Requisitioning Unit/ the system. End-User and sign

the Issued by portion of the request.

1 Working TOTAL: None Day, 6 Hours

2. Renewal of LTO Registration of Service Pool Motor Vehicles

This service refers to the renewal of registration of service pool motor vehicles with the Land Transportation Office (LTO).

This service shall start from the receipt of Emission Test Certificate with passed result from authorized LTO Emission Testing Center up to issuance of LTO Official Receipt to Concerned Office for the renewal of registration.

Office or Division: ▪ Property and Supply Management Division-General Services Department (PSMD-GSD) ▪ Cash and Administrative Services Division-Technical and Administrative Support (CASD-TAS) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: ▪ Facilities and Office Services Department (FOSD) ▪ Transportation Section of CASD-TAS ▪ Branches/Housing Hubs with service vehicles CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Emission Test Certificate (original) ▪ Authorized Land Transportation Office (LTO) Emission Testing Center ▪ LTO Registration Form (original) ▪ LTO ▪ Certificate of Cover (original) ▪ Government Service Insurance System (GSIS) ▪ Previous year LTO Official Receipt (original) ▪ PSMD-GSD/CASD-TAS CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit Emission 1. Receive and check 30 Minutes Test Certificate with submitted Emission passed result from Test Certificate. Authorized LTO Emission Testing Property Center. Officer III 1.1 Retrieve the 1 Hour PSMD-GSD following support documents: None Administrative ▪ Previous year Services Officer LTO Official (ASO) Receipt CASD-TAS ▪ Certificate of Cover issued by the GSIS

1.2 Accomplish LTO 2 Hours Property Registration Form Officer III and attach PSMD-GSD supporting documents. Administrative Services Officer

(ASO) 1.3 Prepare Request for 1 Hour CASD-TAS Cash Advance/ Revolving Fund.

Division Chief III 1.4 Review and approve 1 Working Day PSMD-GSD/ Request for Cash Advance/Revolving CASD-TAS

Fund. Department None Manager III/TAS Head GSD/TAS 1.5 Endorse approved 4 Hours Request for Cash Advance/Revolving Fund to Treasury Department/Cash

Section and get the

cash.

1.6 Present with the 2 Hours LTO the service vehicle for stencil taking and Property inspection. Officer III PSMD-GSD 1.7 Secure LTO Official LTO 2 Hours Administrative Receipt. Registration Fee Services Officer (ASO) a. File CASD-TAS accomplished LTO Form and support documents with the LTO.

b. Pay the registration fee.

2 Acknowledge 3. Issue photocopy of None 30 Minutes Property receipt of LTO LTO Official Receipt Officer III Official Receipt. to Concerned Office. PSMD-GSD

Administrative Services Officer (ASO) CASD-TAS

2 Working TOTAL: None Days, 5 Hours

28 SUPPORT SERVICES HUMAN RESOURCE DEVELOPMENT DEPARTMENT (HRDD) INTERNAL SERVICES

1. Issue Certificate of Employment

This service pertains to the generation of Certificate of Employment to be used for whatever legal purpose it may serve.

This service shall start from the receipt of the Request Slip from concerned employee up to issuance of the Certificate of Employment (COE).

Office or Division: Personnel Search, Recruitment and Appointment Division - Human Resource Development Department (PSRAD-HRDD) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Regular employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE Request Slip (HQP-HRF-076) (hardcopy/softcopy) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit the request 1. Receive and check 30 Minutes slip of the completeness of concerned details of the Request employee to the Slip. PSRAD.

1.1 Generate 30 Minutes

Certificate of Employment.

1.2 Forward the service record to the concerned None 1 Working Records Officer signatories: Day IV a. Division Chief III, PSRAD-HRDD PSRAD b. Dept. Manager III, HRDD 10 Minutes 1.3 Forward the clearance certificate to the concerned employees.

2 Working TOTAL: None Day, 1 Hour, 10 Minutes

2. Issue Certificate of Performance Rating

Certificate of Performance Rating is issued upon the request of regular employee as documentary requirement for the following but not limited to: 1.) Renewal of temporary appointments; 2.) Application to vacant position for those who opt to apply to other government agencies; and 3.) Application to any government awards/citations.

This service shall start from the receipt of the request from concerned employee up to issuance of Certificate of Performance Rating to concerned employee.

with the following 1.1 Access the

information: performance rating ▪ Name of file. Employee Human ▪ Position Title 1.2 Prepare Certificate Resource ▪ Salary Grade of Performance Management ▪ Division/ Rating in duplicate None Officer Department copies. (HRMO) IV ▪ Rating Period/s 4 Hours PMODD-HRDD

1.3 Forward Certificate

1.1 Submit/send of Performance email/memo Rating to the requesting for following for certificate of signature: performance a. Division Chief III rating to b. Department PMODD. Manager III

1.4 Review and approve 2 Working Division Chief III Certificate of Days PMODD-HRDD Performance Rating. Department Manager III HRDD 1.5 Receive signed

Certificate of Performance Rating and forward to None individual concerned. 30 Minutes HRMO IV 1.6 Forward the signed PMODD-HRDD Certificate of Performance Rating to the concerned individual.

2 Working TOTAL: None Days, 4 Hours, 35 Minutes

3. Issue Clearance Certificate/Service Record

The generation of clearance certificate is a proof that the concerned employee is cleared of any property and money accountabilities in the Fund while the generation of service record of employees provides the documentary history of an employee’s activities and accomplishment while serving as a member in the Fund.

This service shall start from the generation of Clearance Certificate/Request Slip up to issuance of the approved Clearance Certificate/Service Record to concerned employee.

Office or Division: Personnel Search, Recruitment and Appointment Division – Human Resource Development Department (PSRAD-HRDD) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Regular employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Approved Employee Accountability Form (HQP- HRF-055) (hardcopy) ▪ Approved leave application (for leave exceeding 30 calendar days (e.g. Maternity leave) (HQP-HRF-056) (hardcopy) ▪ Copy of Voucher (if with terminal pay claim) (hardcopy) Pag-IBIG Fund Intranet Portal ▪ Copy of Acceptance Letter of resignation/ retirement (for separated employees) (hardcopy) ▪ Request Slip (HQP-HRF-076) (hardcopy/softcopy)

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit the following 1. Generate Clearance None 30 Minutes Human Resource requirements to Certificate upon Management PSRAD: approval and Officer (HRMO)/ ▪ Approved submission of the Records Officer Employee following: IV PSRAD-HRDD Accountability ▪ Approved

Form Employee ▪ Approved Leave Accountability Form Application (for ▪ Approved leave leave exceeding application (for 30 CDs) leave exceeding 30 CDs (e.g., Maternity leave)

▪ Copy of Voucher ▪ Copy of Voucher (if (if with terminal with Terminal Pay pay claim) claim) ▪ Copy of ▪ Copy of Acceptance Letter Acceptance letter of

of Resignation/ Resignation/Retire

retirement (for ment (for separated separated employees) employees) ▪ Request Slip ▪ Request Slip (for request of Service 1.1 Endorse the Record) Clearance Certificate 1 Working Day Human to the concerned Resource signatories for Management approval: None Officer a. Division Chief III, (HRMO)/ Records Officer PSRAD IV b. Concerned PSRAD-HRDD signatories per signing authorities)

1.2 Once approved, issue signed 30 Minutes Clearance Certificate to concerned employee.

1 Working TOTAL: None Day, 1 Hour

4. Issue List of Trainings Attended to Concerned Employee

This service provides the concerned employee with the list of trainings attended.

This service shall start from the receipt of the Request Slip Form from concerned officer/employee up to issuance of approved List of Trainings Attended to concerned officer/employee.

Office or Division: Employee Career Management and Training Division - Human Resource Development Department (ECMTD-HRDD) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Officers and Employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE Request Slip (HQP-HRF-076) (hardcopy/soft copy) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Download the 1. Upon receipt of 1 Working Day Request Slip from request, check and the Pag-IBIG portal validate the trainings site and print the attended by the said form. requestor. Human

1.1 Prepare and print Resource 1.1 Fill out form and Management the List of Trainings. submit to Officer

ECMTD or email (HRMO) II at 1.2 Forward the Request 40 Minutes ECMTD-HRDD hrdd_td@pagibi Slip to the gfund.gov.ph. concerned officers for signature/ approval. None

1.3 Review and sign 6 Hours Division Chief III Request Slip. ECMTD-HRDD

Department 1.4 Return approved 20 Minutes Manager III Request Slip to HRDD

ECMTD-HRDD. Approving Authority

1.5 Issue/send/ transmit None 20 Minutes HRMO II the approved List of ECMTD-HRDD Training to the concerned employee.

1 Working TOTAL: None Day, 7 Hours, 20 Minutes

5. Issue Travel Authority

The generation of travel authority is a requirement for personal foreign travels.

This service shall start from the receipt of Request Slip and supporting documents from the concerned employee up to issuance of Travel Authority to concerned employee.

Office or Division: Personnel Search, Recruitment and Appointment Division - Human Resource Development Department (PSRAD-HRDD) Classification: Complex Type of Transaction: G2G – Government to Government Who may avail: Regular employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Request Slip (HQP-HRF-076) (hardcopy/softcopy) Pag-IBIG Fund Intranet Portal ▪ Approved Leave Application/CTO Availment Form (hardcopy) ▪ Approving Authority of the Requestor ▪ Approved Certificate on Foreign Travel ▪ Employee (hardcopy) ▪ Letter to the CEO (for leave exceeding 10 WDs) (hardcopy) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit the Request 1. Receive and check 1 Hour Slip to PSRAD the completeness of together with the the documents. following attachments: 1.1 Generate Travel 15 Minutes

▪ Approved Leave Authority.

Application ▪ Approved 1.2 Endorse the Travel Certification on Authority to the Foreign Travel concerned None Records ▪ Letter to the CEO signatories: 6 Working Officer IV (if leave exceeds a. Division Chief III, Days PSRAD- 10 WDs) PSRAD HRDD b. Department Manager III, HRDD

c. Senior Vice

President, ASS d. Concerned DCEO e. CEO

1.3 Forward the 15 Minutes Records Officer approved Travel IV

Authority through PSRAD-HRDD pouch or email to the concerned employee.

6 Working TOTAL: None Days, 1 Hour, 30 Minutes

6. Provide External Training to Concerned Employee

This service provides the concerned employee with the external training which are not offered by the Fund but can be availed thru the accredited agency of the Civil Service Commission.

This service shall start from the accomplishment of External Training Nomination Form up to preparation of RFP to process training fee.

Office or Division: Employee Career Management and Training Division - Human Resource Development Department (ECMTD-HRDD) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Regular employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE External Training Nomination Form (HQP-HRF- Pag-IBIG Fund Intranet Portal 008) (hardcopy/photocopy) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish, print, 1. Acknowledge receipt and email the of the External External Training Training Form. Nomination Form to ECMTD-HRDD. 1.1 Check if all items in

the form are filled out.

1.2 Advise the Human Resource concerned employee None 30 Minutes Management on the needed Officer supplemental (HRMO) II information including ECMTD-HRDD the topics relevant to the functions to facilitate the evaluation of the report.

2. Submit via email the 2. Evaluate the supplemental supplemental information to information and check ECMTD-HRDD. the correlation of the requested training to

the functions. 1 Working

Day 2.1 Conduct a research for similar training

with lower cost HRMO IV which can be offered ECMTD-HRDD to him/her.

2.2 Prepare the 3 Hours recommendation.

2.3 Transmit the 10 Minutes External Training Nomination Form (ETNF) for approval of budget.

2.4 Route for signature/ None 1 Working Day approval of the authorize signing authority.

2.5 Once approved, advise the 15 Minutes concerned employee thru email to register to the training being applied for.

2.6 Prepare RFP to 30 Minutes HRMO II process training ECMTD-HRDD fee and submit to Operations Accounting Department (OAD) for generation of Disbursement Voucher

2 Working TOTAL: None Days, 4 Hours, 25 Minutes

7. Request for Renewal, Replacement, or Reliever of Agency-Hired Contractual

This refers to the processing of request for renewal, replacement, or reliever of Agency-Hired Contractual (AHC).

This service shall start from the receipt of the Request for Replacement Form (RRF) and supporting documents up to transmittal/issuance of the approved RRF thru email to the Requisitioning Unit.

Office or Division: Performance Management and Organizational Development Division - Human Resource Development Department (PMODD-HRDD) Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Request for Replacement Form (RRF, HQP- ▪ Pag-IBIG Fund Intranet Portal HRF-038) (hardcopy) ▪ Resignation Letter (hardcopy) ▪ Requisitioning Unit/CASD-TAS/HRMD ▪ List of Duties and Responsibilities ▪ Requisitioning Unit (hardcopy/softcopy) ▪ Requisitioning Unit ▪ Memo Justification (if Project Based) ▪ Requisitioning Unit/CASD-TAS/HRMD (hardcopy) ▪ Maternity Leave and/or Medical Certificate (hardcopy,original) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish the RRF 1. Check completeness 5 Minutes and prepares the of RRF and submitted following attachments. attachments: ▪ Resignation 1.1 If complete, process Human Letter request. Resource ▪ List of Duties and Management Responsibilities 1.2 If incomplete, require Officer ▪ Memo the concerned TAS/ 4 Hours (HRMO) II Justification (if Department to None PMODD-HRDD project based) submit the complete ▪ Maternity Leave documents thru and/or Medical email to process the Certificate request.

1.1 Submit RRF and 2 Working HRMO IV required 1.3 Evaluate and Days PMODD-HRDD attachments to conduct initial

PMODD. approval of RRF.

1.4 If disapproved, inform the Requisitioning Unit thru email and file the documents.

1.5 If approved, scan None 10 Minutes HRMO II and email the PMODD-HRDD approved RRF to Requisitioning Unit, PSRAD-HRDD, and/or other concerned unit.

2 Working TOTAL: None Days, 4 Hours, 15 Minutes

8. Request for Renewal, Replacement, or Reliever of Job Order

The processing of the Job Order Request Form (JORF) is used for requesting the renewal, replacement, or reliever of Job Order worker/s. Information found in the JORF are the name of the department, division, educational attainment, trainings, skills, work experience, license, scope of work, position title, and daily rate of the JO/s.

This service shall start from the receipt of JORF from Requisitioning Unit up to transmittal/issuance of the approved JORF to Requisitioning Unit.

▪ Memo 1.1 If complete, process

Justification (if and endorse request project based) to HRMO IV for Human ▪ Resignation evaluation. Resource Letter None Management ▪ Maternity Leave 1.2 If incomplete, require Officer and/or Medical the concerned 4 Hours (HRMO) II Certificate TAS/Department to PMODD-HRDD

1.1 Forward JORF submit the complete and other documents thru required email to process the attachments to request. PMODD.

1.3 Evaluate JORF. 1 Working Day HRMO IV PMODD-HRDD

1.4 Review and 5 Working Division Chief III sign/approve the Days PMODD-HRDD

JORF. Department Manager III HRDD

None Approving Authority HRG/OAD

1.5 Scan and email the 10 Minutes HRMO II approved JORF to PMODD-HRDD Requisitioning Unit, PSRAD-HRDD, and/or other concerned unit.

6 Working TOTAL: None Days, 4 Hours, 15 Minutes

44 SUPPORT SERVICES HUMAN RESOURCE MANAGEMENT DEPARTMENT (HRMD) INTERNAL SERVICES

1. Process Issuance of Corporate ID

Corporate ID is issued to newly hired permanent employees and Job Order Workers for security and identification purposes.

This service shall start from the receipt of the supporting documents from concerned employee up to notifying the concerned employee on the availability of the corporate ID.

Office or Division: Employee Relations and Wellness Services Division (ERWSD)-Human Resource Management Department (HRMD) Classification: Simple Transaction Type of Transaction: G2G – Government to Government Who may avail: Permanent employees and Job Order Workers CHECKLIST OF REQUIREMENTS WHERE TO SECURE For permanent employees:

▪ Request for Issuance of Corporate ID (for ▪ Permanent Employee) (HQP-HRF-108 V01) Downloadable Form (Portal) ▪ Passport size ID picture with white background ▪ Concerned Employee (soft copy)

For Job Order Workers:

▪ Request for Issuance of Corporate ID (Job ▪ Downloadable Form (Portal) Order) (HQP-HRF-109 V01)

▪ 1 x 1 ID picture with white background ▪ Concerned Employee ▪ Certificate of Assumption

For replacement due to damage:

Permanent employee

▪ Request for Issuance of Corporate ID (for ▪ Downloadable Form (Portal) Permanent Employee) (HQP-HRF-108 V01)

Job Order Worker

▪ Request for Issuance of Corporate ID (Job ▪ Downloadable Form (Portal) Order) (HQP-HRF-109 V01) ▪ 1 x 1 ID picture with white background ▪ Concerned Employee

46 For replacement due to change of information:

Regular employee:

▪ Request for Issuance of Corporate ID (for ▪ Downloadable Form (Portal) Permanent Employee) (HQP-HRF-108 V01) ▪ Concerned Employee ▪ Old ID card

Job Order Worker

▪ Request for Issuance of Corporate ID (Job ▪ Downloadable Form (Portal) Order) (HQP-HRF-109 V01) ▪ 1 x 1 ID picture with white background ▪ Concerned Employee

For replacement due to loss:

Regular employee:

▪ Affidavit of Loss ▪ Concerned employee ▪ Official Receipt

Job Order Worker

▪ Affidavit of Loss ▪ Concerned personnel CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. For newly hired 1. Check the permanent completeness of P100.00

employees and job requirements. (for replaceme order workers, 1.1 Encode employee nt due to 1 Hour HRMO II PCBD-HRMD submit complete details on the ID loss- for requirements. template. regular 1.2 Request for employee) barcode sticker from PCBD.

1.3 Generate, print, 15 Minutes and issue Barcode sticker.

1.4 Place barcode sticker on the ID.

1.5 Check the accuracy Data Encoder

of the employee PCBD-HRMD

details. 1 Hour 1.6 Print the ID Card.

1.7 Inform employee on the availability of the corporate ID

TOTAL None 2 Hours, 15 Minutes

2. Processing of Application for Leave

Each time a regular employee applies for leave, the total number of leave credits are indicated in the Application for Leave (AFL). The number of leave credits serves as basis in approving/disapproving leaves. It also determines whether a leave is with pay or without pay.

This service shall start from the submission of Application for Leave up to transmittal of the approved said application to HRMD.

Office or Division: Payroll, Compensation and Benefits Division, Human Resource Management Department (PCBD-HRMD) Classification: Simple Transaction Type of Transaction: G2G – Government to Government Who may avail: All Employees of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Application for Leave (AFL) (HQP-HRF-056) ▪ Pag-IBIG Fund Intranet Portal (hardcopy) ▪ Concerned Employee ▪ Proof, such as Medical Certificate, for Sick leave application, as applicable (hardcopy, original) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit AFL to 1. Receive and log 5 Minutes HRMD employee AFL. .

1.1 Input Sick Leave/ Vacation Leave 5 Minutes

credits in the AFL. Data Controller

1.2 Forward AFL to IV PCBD-HRMD Division Chief III, 5 Minutes PCBD for initial (certifying number of leave credits). None 1.3 Initial AFL.

1.4 Forward AFL to Division Chief Department Manager 10 Minutes III III for signature PCBD-HRMD (Certifying number of leave credits).

1.5 Sign AFL (certifying 30 Minutes Department number of leave Manager III credits) and forwards HRMD to Secretary, HRMD

48 1.6 Log out AFL to Data 10 Minutes Secretary Encoder II. HRMD

1.7 Log out AFL to 10 Minutes Data Controller IV Requisitioning Unit PCBD-HRMD for recommendation of employee supervisor and final approval of Unit Head. 2. Receive AFL and forward to None requesting employee’s immediate supervisor for recommending approval and Unit Head concerned for final approval.

3. Transmit approved 3. Receive approved 5 Minutes Data Controller IV leave to HRMD. leave from unit. PCBD-HRMD

TOTAL None 1 Hour, 20 Minutes

49 SUPPORT SERVICES INTEGRATED RECORDS AND INFORMATION MANAGEMENT DEPARTMENT (IRIMD)

INTERNAL SERVICES

1. Digitization of Documents

This service aims to preserve records and establish a central digital records repository to ensure retrieval efficiency.

This service shall start from the receipt of accomplished Request for Document Digitization Form (RDDF) up to saving of images in the Quality Control Server.

Office or Division: ▪ Cash and Administrative Services Division – Technical and Admin. Support (CASD-TAS) ▪ Integrated Records and Information Management Department (IRIMD)  Records Administrative Support Division (RASD)  Records Information Management Division (RIMD)  Records Center and Archive Management Division (RCAMD) Classification: Highly Technical Type of Transaction: G2G - Government to Government Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Documents for digitization ▪ Request for Document Digitization Form (HQP- Pag-IBIG Intranet Portal RCF-016) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Accomplish and 1. Upon receipt of the submit the following documents for Member to IRIMD/CASD- digitization and Services TAS: RDDF, check Officer (MSO) ▪ Documents for completeness and IV/ Records Officer digitization correctness of details. III ▪ 40 Minutes Request for RASD-IRIMD Document 1.1 Assign Control

Digitization Form Number to RDDF, Records Officer None (RDDF) sign document, and CASD-TAS forward to Division Chief III.

1.2 Review and sign 10 Minutes Division Chief RDDF. Forward III RDDF to MSO RASD-IRIMD/ CASD-TAS IV/Records Officer

III/Records Officer

1.3 Assign documents for digitization to Microfilming Machine Operator III (Document Scanner

Operator). MSO IV/ Notes: Records Officer ▪ The said activity shall III be applicable to RASD-IRIMD/ Corporate 10 Minutes Headquarters only. Records Officer ▪ The document CASD-TAS

digitization in TAS shall be performed by

the Records Officer.

1.4 Forward RDDF to None

Records Officer III/Records Officer.

1.5 Prepare Routing Slip for Document Digitization and

indicate RDDF Control No. Microfilming

1.6 Indicate date Machine Operator III received and sign (Document Routing Slip. Scanner 3 Working Operator) 1.7 Prepare documents Days RASD-IRIMD for digitization. Records Officer 1.8 Digitize documents CASD-TAS

based on RDDF.

1.10 Sign RDDF and Routing Slip.

1.11 Save images in Quality Control Server.

4 Working TOTAL: Days

2. Disposal of Records

It refers to the act of selling, burying or any other way of getting rid of valueless records in accordance with the provision of Records Disposition Schedule (RDS).

This service shall start from the identification of records for disposal up to validation of disposed records against documentations

Office or Division: ▪ Technical and Admin. Support (TAS) ▪ Integrated Records and Information Management Department (IRIMD) Classification: Highly Technical Type of Transaction: G2G - Government to Government Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Request for Authority to Dispose List (RADL, IRIMD System - HQP-RCF-002) http://rmserver02/rms/DisposalMonitoringTool/ ▪ Request for Authority to Dispose of Records default.aspx (NAP Form No. 3) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Access Disposal 1 Review generated Monitoring Tool and RADL, accept in the Identify records to be system, and evaluate disposed. records requested for disposal.

1.1 Prepare records for

disposal. 1.1 Coordinate result of evaluation with

1.2 Generate and requisitioning unit. Records None 1 Working forward soft copy of Controller Request for Authority 1.2 Coordinate Day IRIMD to Dispose List consolidation and (RADL) to IRIMD. generation of Request for Authority to Dispose of Records (NAP Form No.3) to requisitioning unit.

2. Generate NAP Form 2. Receive NAP Form No.3 for the No.3 consolidation of RADL. 2.1 Ensure completeness and

2.1 Forward soft copy of correctness of

NAP Form No.3 to generated NAP

IRIMD. Form No.3 against 1 Hour RADL.

2.2 Coordinate to Requisitioning Unit the submission of approved RADL and Records NAP Form No.3. Controller IRIMD

3. Print RADL and 3. Receive final print of

NAP Form No. 3. disposal request.

3.1 Submit RADL and 3.1 Ensure correctness NAP Form No.3 to of RADL and NAP

IRIMD. Form No.3 30 Minutes None

3.2 Forward RADL NAP Form No.3 to Approving Authority.

3.3 Review and sign NAP Form No.3. Approving Authority 10 Minutes 3.4 Forward RADL and NAP Form No.3 to Records Controller.

3.5 File RADL.

3.6 Forward NAP Form

No.3 to National Records Archives of the 30 Minutes Controller Philippines (NAP) for IRIMD evaluation and issuance of Authority to Dispose of Records (NAP Form No.5).

3.7 Upon receipt of the 2 Working following documents, Days coordinate the (validation and schedule of disposal transfer of with NAP: physical

▪ Notification of records)

Approval ▪ Records Management Analysis Report (NAP Form No.4) Note: During coordination, records for disposal shall Records be transferred Controller/ Records by the Records Custodian Controller of Branch/ IRIMD/Branch/ None Housing HBC/TAS to Business

Central Center

Disposal Area. (HBC)/Technic al and 30 Minutes 3.8 Generate and Administrative

forward Support (TAS)/

Memorandum re: Integrated

Notice of Disposal of Records and Information Records to the Management following: Department ▪ COA (IRIMD) ▪ NAP

3.9 On scheduled date, 1 Working Day Records conduct disposal of (process steps Controller/ records together Records 3.9 to 3.11.2) with NAP and COA Custodian

Representatives. Branch/HBC/

TAS/IRIMD (process steps 3.9 to 3.11.2)

3.10 Receive the following documents from NAP after the conduct of disposal:

▪ Authority to

Dispose of

Records (NAP Form No. 5)

▪ Certificate of Disposal of Records (NAP Form No. 6) ▪ Request for Authority to Dispose of

Records (NAP

Form No. 3)

3.11 Sign Certificate of

Disposal of Records (NAP Form No.6) and Attendance Sheet None and perform the following:

3.11.1 For Regional

Branches,

forward the following

documents to IRIMD: ▪ NAP Form No.3 ▪ NAP Form No.4 ▪ NAP Form

No.5

▪ NAP Form

No.6 ▪ Notification of

Approval ▪ Supporting Documents (Attendance Sheet)

3.11.2 For NCR/CHQ, file the following documents for safekeeping: ▪ NAP Form

No.3

▪ NAP Form No.4 ▪ NAP Form No.5 ▪ NAP Form No.6 ▪ Notification Approval ▪ Supporting Documents None

(Attendance

Sheet)

3.12 Upon completion of disposal, retrieves RADL from file. 10 Minutes 3.13 Access system and update details of Records disposed records. Controller TAS/ IRIMD

3.14 Validate the disposed records 1 Working Day against documentations.

5 Working TOTAL: Days, 2 Hours, 50 Minutes

57 SUPPORT SERVICES LEGAL AND GENERAL COUNSEL GROUP

INTERNAL SERVICES

1. Review of Contracts, Guidelines, Forms and other Agreements

Requests for review of Contracts, Guidelines, Forms and other Agreements submitted by the Member Services Operations, Home Lending Operations, Support Services, and Executive Offices.

This service shall start from the receipt of the draft Memorandum request with complete supporting documents up to release of the reviewed Memorandum.

Office or Division: Corporate Business Legal Advisory Department (CBLAD) Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: ▪ Member Services Operations (MSO) ▪ Home Lending Operations (HLO) ▪ Support Services ▪ Executive Offices CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. For Contracts and Other Agreements -- Memorandum Request with complete background of the proposed transaction and the parties involved, documents showing authority of the signatory to enter into the transaction and other documents as necessary. 2. For Guidelines and Forms – Memorandum Concerned Fund Offices request with complete background of the subject matter or the purpose of the amendment and proof of approval by the Senior Management / Board of Trustees and copies of the applicable Circular or Guidelines and Management Committee Directive. CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit 1. Receive and docket None 4 Hours Receiving Clerk/ Memorandum the duly prepared Senior Credit request with Memorandum Investigator complete supporting request with complete LGCG Docket documents. supporting documents.

59 NOTE: The List of 1.1 Prepare 9 Working Handling Lawyer supporting Memorandum on Days Corporate documents the review of the Business Legal shall depend subject Advisory on the nature Department (CBLAD) of request and facts to contracts and other agreement.

1.2 Review 10 Working Supervising Memorandum on Days Lawyer Corporate the subject None Business Legal Advisory Department (CBLAD)

1.3 Release of the 4 Hours Courier/ Memorandum on Messenger the subject to the LGCG Docket Member Services Operations, Home Lending Operations, Support Services and Executive Offices

20 Working TOTAL: None Days

2. Review of Enforcement Complaint

Enforcement Complaints are prepared by the Member Services / Technical and Admin Support Offices, after its conduct of enforcement activities which includes preparation and issuance of demand letters and site visit / inspection of the business establishment.

This service shall start from the receipt of the draft enforcement complaint with complete supporting documents up to release of the reviewed Enforcement Complaint.

Office or Division: Corporate Business Legal Advisory Department (CBLAD) Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Member Services Operations/Technical and Admin. Support Offices CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Investigation Data Form ▪ Complaint Affidavit ▪ SEC or DTI Certificate of Registration ▪ SEC Articles of Incorporation, if applicable ▪ Articles of Partnership, if applicable ▪ BPLO Certification ▪ Checklist of Registration Requirement Member Services Office/Technical and ▪ Demand Letter Admin. Support Offices ▪ Investigation Report/Verification Report ▪ Investigation Report ▪ Case Update ▪ Secretary’s Certificate ▪ GIS, if applicable ▪ Letter of Authority CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit duly 1. Receive and docket 4 Hours Receiving prepared Complaint the duly prepared Clerk/Senior Affidavit with Complaint Affidavit Credit Investigator complete supporting with complete LGCG Docket documents. (Refer to supporting the Checklist of documents. Requirements) None

1.1 Prepare 11 Working Handling Lawyer Memorandum on Days Corporate the review of the Business Legal Enforcement Advisory Complaint. Department (CBLAD)

61 1.2 Review the 8 Working Supervising Memorandum on Days Lawyer the Enforcement Corporate Complaint. Business Legal Advisory Department

(CBLAD)

1.3 Release the None 4 Hours Courier/ Memorandum on Messenger the review of the LGCG Docket Enforcement Complaint to the Member Services Operations/Technic al and Admin Support Offices 20 Working TOTAL: None Days

62 SUPPORT SERVICES MEMBER RELATIONS DEPARTMENT (MRD) INTERNAL SERVICES

1. Complaints Management (Resolution of 8888 Complaints)

This refers to the documentation and evaluation of complaints received to effectively address the concerns of members and other relevant interested parties.

This service shall start from the receipt of complaint from 8888 Complaint Center up to relaying of feedback to complainants.

1.1 Validate complaints. Customer

Support 1.2 Coordinate with 30 Minutes None Assistant/ branches Management nationwide. Support Assistant 1.3 Check status of the 20 Minutes Member concern on IISP Relations

system. Department

1.4 Provide updates to 30 Minutes the complainant.

64 1.5 Document the action 1 Hour taken in the 8888- agency portal and

tag the ticket as: ▪ Processing Recommended for closing and for compliance ▪ Reviewing of correct tagging of concern

1.6 Follow-up status of concern/ complaint. 4 Hours, 20 1.7 Check the Minutes monitoring for the updates.

Customer 1.8 Follow-up the 19 Working Support feedback of Days Assistant/ concerned Operating None Management Unit via: Support ▪ Phone Call Assistant ▪ Email Member ▪ Visit the branch to Relations personally obtain Department the feedback

1.9 Provide reply letter to 8888 Complaint Center and/or the complainant.

1.10 If documented

information was 1 Hour already sent to the 8888 agency portal, resend letter-reply via Zimbra email account.

1.11 Update the 8888 agency portal.

20 Working TOTAL: Days

2. Complaints Management (Resolution of Members’ Complaints/Concerns endorsed by ARTA, PACC and CCB)

This refers to the documentation and evaluation of complaints received to effectively address the concerns of members and other relevant interested parties.

This service shall start from the receipt of complaint endorsed by Wanted Sa Radyo up to relaying of feedback to complainants.

1.1 Verify member’s 20 Minutes Customer record. Support Assistant/ 1.2 Call the member and 30 Minutes Management validate his/her None Support Assistant concern. Member Relations 1.3 Comprehend the 1 Hour Department concern of the (process steps (MRD) member. 1.4 to 1.6)

66 1.4 Prepare the following: ▪ Msemo Endorsement to concerned Customer Support Operating Unit Assistant/ ▪ Acknowledgement Management Receipt to the Support member Assistant ▪ Acknowledgment Member Receipt to the Relations Endorsing Agency Department (MRD) 1.5 Send the endorsement to the operating unit via email.

1.6 Follow-up status of 4 Hours, 5 concern/ complaint. Minutes

1.7 Check the monitoring for the updates. None

1.8 Follow-up the feedback of concerned Operating 19 Working Unit thru: Days Customer ▪ Phone Call Support ▪ E-mail Assistant/ ▪ Visit the branch to Management Support Assistant personally obtain Member the feedback Relations Department 1.9 Relay the feedback 1 Hour (MRD) to the member thru: ▪ Phone ▪ E-mail ▪ Snail mail

1.10 Relay the feedback 1 Hour to the endorsing agency thru snail mail or e-mail.

20 Working TOTAL: None Days

3. Complaints Management (Resolution of Members’ Complaints/Concerns endorsed by Presidential Complaint Center, HUDCC, OVP, PAO)

This refers to the documentation and evaluation of complaints received to effectively address the concerns of members and other relevant interested parties.

This service shall start from the receipt of complaint from Presidential Complaint Center up to relaying of feedback to complainants.

complaint/concern letter of the member. to Pag-IBIG Fund.

1.1 Log the member’s 5 Minutes Customer concern in the Support logbook/CRM. None Assistant/ Management 1.2 Verify the member’s 20 Minutes Support records. Assistant Member 1.3 Call the member and 20 Minutes Relations Department validate the concern. (MRD)

68 1.4 Comprehend the 20 Minutes concern of the member: ▪ Simple/General Inquiries: Prepare

reply to the

member ▪ Complex Inquiries: Prepare Memo ▪ Endorsement to Customer concerned Support Operating Unit and Assistant/ Acknowledgement Management Receipt to the Support member. Assistant Member Relations 1.5 Prepare the 20 Minutes Department following: (MRD) ▪ Acknowledgement

Receipt to the Endorsing Agency ▪ Transmittal Slip for the member ▪ Transmittal Slip for None the Endorsing Agency

1.6 Review the 10 Minutes Information Memorandum/Reply. Officer IV Member Relations 1.7 Edit and finalize the 10 Minutes Department Memorandum/Reply. (MRD)

1.8 Sign and approve 5 Minutes Department the Memorandum Manager III Reply. Member Relations Department

1.9 Label the envelope. 5 Minutes Customer Support 1.10 Scan the 5 Minutes Assistant/ Document. Management Support 1.11 Send the 5 Minutes Assistant endorsement to the Member Relations operating unit via Department email. (MRD)

1.12 File the letter. 5 Minutes

1.13 Follow-up status of concern/complaint. 3 Hours, 45 Minutes 1.14 Check the

monitoring for the

updates.

19 Working 1.15 Follow-up the feedback of Days concerned Operating Unit via: ▪ Phone Call ▪ E-mail Customer Support ▪ Visit the branch Assistant/ to personally Management obtain the Support feedback Assistant Member 1.16 Relay the feedback 1 Hour Relations to the member via: Department ▪ Phone (MRD) ▪ E-mail ▪ Snail mail

1.18 Relay the 1 Hour feedback to the endorsing agency thru snail mail or e- mail

20 Working TOTAL: None Days

4. Complaints Management (Resolution of Member’s Complaints/Concerns endorsed by Wanted Sa Radyo)

This refers to the documentation and evaluation of complaints received to effectively address the concerns of members and other relevant interested parties.

This service shall start from the receipt of complaint endorsed by Wanted Sa Radyo up to relaying of feedback to complainants.

Office or Division: ▪ Member Relations Department (MRD) ▪ Branch ▪ Housing Business Center (HBC) ▪ Concerned Units Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE None None CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Give concern/ 1. Guide the member to complaint to MRD. log on the logbook. 15 Minutes 1.1 Receive and read the letter of the Customer Support member. Assistant/ Management 1.2 Ask member to None 10 Minutes Support provide additional Assistant information by Member filling-out the Relations information sheet. Department (MRD)

71 1.3 Comprehend the concern of the member: ▪ Simple/ General Inquiries, educate

the member on

the procedure/ process needed

and provide the basic information of his/her inquiry. ▪ Complex Inquiries, coordinate his/her concern to the Customer concerned unit Support Assistant/ ▪ Accompany Management

him/her to the Support

operating unit Assistant 2 Hours ▪ Endorse to the Member concerned unit None Relations via email or thru Department memo (MRD)

1.4 For difficult and

irate members,

prepare the

following:

▪ Memo endorsement to concerned Operating Unit ▪ Acknowledgeme

nt Receipt to the member

▪ Transmittal Slip

for the member and Endorsing Agency.

1.5 Review the 10 Minutes Information Memorandum/Reply Officer Member Relations Department (MRD)

72 1.6 Edit and finalize the 10 Minutes Information Memorandum/ Officer Reply. Member Relations

Department (MRD)

1.7 Approve the 5 Minutes Department Memorandum/ Manager III Reply. Member Relations Department

1.8 Label the envelope 5 Minutes

1.9 Scan the 5 Minutes

Document

1.10 Send the 5 Minutes

endorsement to the operating unit via email. 1.12 Follow-up status of concern/complaint. 3 Hours, 35 None 1.13 Check the Minutes monitoring for the updates Customer Support

Assistant/ 1.14 Follow-up the 19 Working Management feedback via: Days Support ▪ Phone Call Assistant ▪ Email Member ▪ Visit the branch Relations to personally Department obtain the (MRD) feedback

1.15 Relay the feedback 1 Hour to the member via: ▪ Phone ▪ E-mail ▪ Snail mail

1.16 Relay the feedback 1 Hour to the endorsing agency thru snail

mail or email.

20 Working TOTAL: None Days

5. Handling of Escalated Simple and Highly Technical Complaints from the Outsourced Contact Center’s Service Provider

The Contact Center Support Unit (CCSU) handles escalated concerns from the outsourced Contact Center’s Service Provider. These escalated concerns are forwarded as tickets with complex inquiries and records no available in the Service Provider’s system verification. Thus, the need for further verification and coordination by the CCSU Verifiers with the concerned unit. The CCSU is composed of two (2) groups:

▪ Escalation – Verifier checks the availability of member’s record in the available system verification for immediate resolution. ▪ For Coordination – Verifier directly coordinates through phone call, e-mail, branch visits, if needed, with the Operating Units to resolve member’s concern.

This service shall start from the receipt of escalated ticket from the Outsourced Contact Center up to the provision of the solution/s.

Office or Division: Call Center Support Team – Call Center Division – Member Relations Department Classification: ▪ Simple Transaction – if record is available in system verification ▪ Highly Technical Transaction – if record is not available in the system verification and/or record is subject for merging, archiving, with legacy file, double period covered and other complex transaction that may require reconciliation. Type of Transaction: G2C – Government to Client Who may avail: Pag-IBIG Fund Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Two (2) Valid IDs (Scanned copy/Photocopy) – Pag-IBIG Member for all transactions ▪ Request for Consolidation/Merging of Member’s Records Form (HQP-PFF-093) – for request to merge member’s records ▪ Member’s Change of Information Form (MCIF, HQP-PFF-049) – for request to update the Pag-IBIG Fund website member’s information ▪ Acknowledgement Receipt (AR, HQP-SLF-121/ HPQ-PFF-061) – for follow-up of Multi-Purpose Loan/Provident Benefits ▪ Claim Application.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE Simple Transaction 1. Receive escalated ticket from Outsourced Contact Center. 2 Minutes

1.1 Read and

comprehend the

concern. Verifier

Member

1.2 Check status of 10 Minutes Relations Department the concern on the

verification system.

1.3 Encode and submit 3 Minutes the resolution through the CRM for the Service Provider to close None the ticket.

1.4 Provide the resolution to member through his/her preferred channel:

▪ Phone call 15 Minutes ▪ E-mail 10 Minutes Outbound Agent ▪ SMS 5 Minutes Outsourced *Average of 10 Contact Center Minutes across all channels

1.5 Document the 5 Minutes transaction and close the ticket. TOTAL: None 30 Minutes Notes: 1. The escalated ticket beyond 5:00 p.m. shall be considered receive on the next working day. 2. The average of 10 Minutes was considered under process step 1.4 (email) to come up with the total of 30 Minutes processing time.

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE Highly Technical Transaction

1. Receive escalated ticket from

Outsourced Contact

Center. 5 Minutes

1.1 Read and comprehend the concern.

1.2 Check the status of 15 Minutes the concern on the Verifier verification system. Member Relations

Department 1.3 Coordinate with 30 Minutes concerned Operating Unit if the None member’s concern is not available in the system or if the request/query is highly technical.

*Coordination may be through phone call or e- mail endorsement.

1.4 Provide feedback to 19 Working Concerned endorsement via Days Personnel phone call or e-mail. Concerned Operating Units 1.5 Encode and submit 10 Minutes Verifier the resolution Member through the CRM for Relations the Service Provider Department to close the ticket

1.6 Provide the resolution to member through his/her preferred channel:

▪ Phone Call 15 Minutes Outbound ▪ E-mail 10 Minutes Agent ▪ SMS 5 Minutes Outsourced Contact Center *Revert time may vary *Average of 10

on the accessibility of Minutes across the preferred channel all channels

1.7 Document the 10 Minutes transaction and

close the ticket.

19 Working TOTAL: None Days, 1 Hour, 20 Minutes Notes: 1. The escalated ticket beyond 5:00 p.m. shall be considered receive on the next working day. 2. The average of 10 Minutes was considered under process step 1.6 (email) to come up with the total of 19 Working Days, 1 Hour, 20 Minutes processing time.

77 SUPPORT SERVICES OPERATIONS ACCOUNTING DEPARTMENT (OAD) INTERNAL SERVICES

1. Issuance of Notice of Budget Allocation

The processing of Notice of Budget Allocation is used to estimate expenses of each department of the Fund. It supports the allocation of resources and provides the amount of funding per unit/department to each expenditure line.

This service shall start from the preparation of documents for budget request from centralized account up to issuance of approved Budget Allotment Notice (BAN) to Requisitioning Unit.

Office or Division: ▪ Budget Monitoring and Execution Division-Operations Accounting Department (BMED-OAD) ▪ General Accounting and Budget Management Division-Technical and Admin. Support (GABMD-TAS) Classification: Simple Type of Transaction: G2G - Government to Government (Reimbursement of Committee/Business Promotion Expenses) Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Request for Payment (RFP) ▪ Official Receipts/Sales Invoice ▪ Attendance Sheets Pag-IBIG Fund Intranet Portal ▪ Certification of expenses incurred signed by the officer concerned CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Submit the following 1. Receive, check and 5 Minutes requirements to evaluate if the BMED-OAD/ request has sufficient GABMD-TAS: budget. ▪ RFP ▪ Notice of Budget 1.1 Access the RFP Obligation (NBO), system and check as applicable details to process the request. Budget Officer None BMED-OAD/ GABMD-TAS 1.2 Temporarily

approve the request 5 Minutes in the system.

1.3 Endorse request

and the supporting documents to Division Chief III.

1.4 Access RFP system and review details of the request. Division Chief 1.5 Approve request 20 Minutes III BMED-OAD/ and endorse GABMD-TAS documents to receiver for tagging of request.

1.6 Access the Voucher System for tagging of request to Financial Control Division. 10 Minutes Receiving Clerk BPAD-OAD/ 1.7 Endorse documents GABMD-TAS to Financial Control Division for process of Disbursement Voucher.

1.8 Receive signed None

Request for

Payment and other supporting

documents.

1.9 Evaluate the RFP

and other supporting

documents.

1.10 Check details in the 30 Minutes RFP system. DV Processor FCD-OAD/ 1.11 Access Voucher GABMD-TAS System and process

DV.

1.12 Print draft DV.

1.13 Endorse DV to Supervising Financial Specialist (SFS).

1.14 Check entries in the draft DV. Supervising Financial 1.15 Pre-audit the Specialist transaction. 30 Minutes FCD-OAD

1.16 Forward the Accountant

corrected draft DV to IV/Budget Officer GABMD-TAS the Data Controller

for printing of DV.

1.17 Receive draft DV

with other

supporting

documents from SFS.

1.18 Print DV. None 15 Minutes Data Controller FCD-OAD/ GABMD-TAS

1.19 Forward DV, draft DV, and other supporting documents to Division Chief III.

1.20 Review the pre- audited DV and

other supporting Division Chief III documents. 30 Minutes FCD-OAD

1.21 Approve DV. Accountant V GABMD-TAS 1.22 Approve request in the system.

2 Hours, TOTAL: 25 Minutes Note: Once the Disbursement Voucher is approved/tagged by the Division Chief III in the Voucher System, it will automatically

notify the Budget Officer of BMED for the printing of Notice of Budget Allocation (NBA).

2. Issuance of Notice of Budget Obligation for Purchase Orders, Contracts, etc.

The processing of Notice of Budget Obligation shall be prepared according to type (Purchase Order/Contract of Service) based on the prescribed template.

This service shall start from the preparation of Notice of Budget Obligation (NBO) and Schedule of Consolidated Chargeable Activities up to issuance of the approved NBO to Requisitioning Unit.

Office or Division: ▪ Procurement Division – General Services Department (PD-GSD) ▪ Human Resource Development Department (HRDD) ▪ Cash and Administrative Services Division-Technical and Admin. Support (CASD-TAS) ▪ General Accounting and Budget Management Division-Technical and Admin. Support (GABMD-TAS) ▪ Budget Monitoring and Execution Division-Operations Accounting Department (BMED-OAD) Classification: Simple Transaction Type of Transaction: G2G – Government to Government Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Purchase Order Form (S1-13) ▪ Pag-IBIG Fund Intranet Portal ▪ Contract of Services ▪ Duly approved and Funded Purchase Requests ▪ General Services Department (GSD) ▪ Proof of Receipt of Invitation to bid/Request for Quotation (HQP-PMF-004) Pag-IBIG Fund Intranet Portal ▪ Abstract of Bids (HQP-PMF-039)

▪ PhilGEPS Certificate for amount 50,000 and ▪ Philippine Government Electronic above Procurement System ▪ At least three (3) open Canvases

▪ Receiving and Inspection Report (RIS) ▪ Pag-IBIG Fund Intranet Portal ▪ Certificate of Acceptance CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. After the completion 1. Receive request for of procurement issuance of NBO process, forward together with all the approved Purchase supporting Order (PO)/Contract documents attached None 10 Minutes Receiving Clerk of Services (CoS) thereto. (process steps BMED-OAD and the following (CHQ process) 1 to 1.2) (process steps supporting 1 to 1.2) documents:

▪ Duly approved 1.1. Log receipt of and Funded request for Purchase issuance of NBO. Requests ▪ Proof of receipt of 1.2. Forward invitation to documents to bid/Request for Budget Officer. quotation ▪ Abstract of Bids 1.3. Check ▪ PhilGEPS completeness and Certificate evaluate Purchase ▪ Three (3) open Order, Contract of Canvasses Service form and ▪ Receiving and other supporting Inspection Report documents. ▪ Certificate of

Acceptance 1.4. Access BMS and encode the following: ▪ Payee ▪ Particular 30 Minutes

1.5 Select Notice of None Budget Obligation Budget Officer (NBO) type in the BMED-OAD/ GABMD-TAS worklist.

1.6 Select source of NBO.

1.7 Edit and save

details in the pop-

up form.

1.8 Endorse hardcopy 1 Minute of request and supporting documents to Division Chief III/GABMD Head.

1.9 Review/evaluate Division Chief III 1 Hour Budget Division- documents (process steps OAD/GABMD endorsed by 1.9 to 1.12) (process steps Budget Officer. 1.9 to 1.12)

1.10 Access BMS and check details of NBO.

1.11 For CHQ process, affix initial on the PO/CoS and forward to Approving Authority. processing goes to 1.5.

1.12 For Branches, sign documents and approve details in the system. processing goes to 1.5. None

1.13 Review documents 1 Hour Approving Authority and approve NBO Note: The approval OAD/GABMD

of PO/CoS shall be based on the

signing authority.

1.14 Access BMS and 1 Minute Division Chief III execute approval of BD-OAD/GABMD the NBO based on PO (Budget Division Copy)/CoS (photocopy)/ Contracts with NBO Number (OAD Copy).

1.15 Forward signed PO/CoS and supporting documents to Procurement Division-General Services Department (PD- GSD)/Cash and Budget Officer BD-OAD/ Administrative None 20 Minutes GABMD-TAS Services Division- Technical and Admin. Support (CASD-TAS) for the request on issuance of NBO.

1.16 Forward approved NBO to the requisitioning unit.

TOTAL None 3 Hours, 2 Minutes

3. Process Disbursement Voucher/Disbursement Voucher/Check

The processing of Disbursement Voucher/Disbursement Voucher/Check for Treasury Investment Transaction is a form used to have a check made to pay an individual or the unit for services rendered.

This service shall start from the receipt of Request for Payment (RFP) funded by Budget Monitoring and Execution Division – Operations Accounting Department (BMED-OAD) up to transmittal of Disbursement Voucher/Disbursement Voucher/Check to the Approving Authority.

Office or Division: ▪ Operations Accounting Department (OAD) ▪ Financial Control Division-Operations Accounting Department (FCD-OAD) ▪ General Accounting and Budget Management Division-Technical and Admin. Support (GABMD-TAS) Classification: Simple Transaction Type of Transaction: G2G – Government to Government Who may avail: Requisitioning Units of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Request for Payment (HQP-FAF-008) ▪ Pag-IBIG Fund Intranet Portal ▪ Request for Investment ▪ Letter to the Investment Company ▪ Trade Order ▪ Investment Department ▪ Canvass Sheet ▪ Photocopy of applicable passbook CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Forward signed 1. Receive signed Request for Payment Request for and the following Payment and other supporting supporting documents to OAD: documents. ▪ Request for Receiving Investment 1.1 Tag details in the Clerk/DV ▪ Letter to the Voucher Tracking None 5 Minutes Processor Investment System. FCD-OAD/ Company GABMD-TAS ▪ Trade Order 1.2 Forward RFP and ▪ Canvass Sheet supporting ▪ Photocopy of documents to DV applicable Processor. passbook

1.3 Review and pre- audit RFP.

1.4 Access the Voucher

System and process DV.

1.5 Extracts the 30 Minutes

following RFP details from BMS:

- Payee - Payee Address

- Particulars - Accounting

Entries

1.6 Key-in voucher details such as Tax

and Treasury/Cash

Entries. 10 Minutes DV Processor None FCD-OAD/ 1.7 Edit Voucher details GABMD-TAS and DV type, as applicable.

1.8 Select signatory in the dropdown list of boxes A, B, and C.

1.9 Select “Done” 2 Minutes button to save the transaction.

1.10 Print draft DV for review.

1.11 Forward draft DV 1 Minute and supporting documents to Supervising Financial Specialist/ Accountant IV.

1.12 Receive draft DV 1 Minute and supporting documents.

1.13 Review processed 15 Minutes draft DV and corresponding Supervising supporting Financial document. Specialist/ Accountant IV FCD-OAD/ 1.14 Access the Voucher 1 Minute GABMD-TAS System and select

the “Pre-approve”

button.

1.15 Forward draft DV 1 Minute and supporting

documents to DV None Processor.

1.16 Access the RFP system and assign DV No.

1.17 Save DV transaction. DV Processor FCD-OAD/ 1.18 Access the Voucher 15 Minutes GABMD-TAS System and print

the following:

- DVs - BIR Form 2306/2307, as applicable

1.19 Review/initially approve DVs with supporting documents and BIR Division Chief forms 2306/2307, III/Accountant V as applicable. FCD-OAD/ 30 Minutes GABMD-TAS 1.20 Forward the verified None DVs with supporting documents to the next signing authority

1.21 Review and sign DV in Box B. Finance Officer/ Accountant V 1.22 Forward DV and FCD-OAD/ 30 Minutes supporting GABMD-TAS documents to Approving Authority.

TOTAL None 2 Hours, 21 Minutes

89 SUPPORT SERVICES TREASURY DEPARTMENT INTERNAL SERVICES

1. Issuance of Payment Order Form (POF) and Acceptance of Loan Amortization Payment and Other Amounts due to the Fund through Over-the- Counter (OTC) (Housing)

This service allows the Payor to remit/pay various amounts due or voluntary savings to the Fund through over-the-counter (OTC). This covers the following various housing-related payment transactions, which shall not be limited to the following:

1. Housing-related

▪ Housing Loan (HL) amortization ▪ Full payment of HL obligation ▪ HL processing fee ▪ Appraisal fee ▪ Conversion cost

2. Disposal of Pag-IBIG Fund Acquired Assets

▪ Full payment of selling price ▪ Reservation fee ▪ Down payment/Bidder’s Bond ▪ Equity ▪ Processing Fee (for sale through long-term installment to be paid upon submission of requirements) ▪ Advance Sales/Redemption Insurance (MRI/SRI) premiums ▪ Advance Fire and Allied Perils Insurance (FAPI) premiums ▪ Interim interest ▪ Monthly installment (for short-term installment) ▪ Advance monthly installment ▪ Monthly rental ▪ Advance rent (for lease with option to purchase, upon signing of contract of lease) ▪ Security deposit (for lease with option to purchase, upon signing of contract of lease) ▪ Cash bond (for negotiated sale-bulk sale)

3. Other Amounts due

▪ Corresponding penalties due to remittance beyond due date ▪ Re-filing or re-evaluation of HL application ▪ Inspection in excess of four (4) inspections for accounts with staggered releases (e.g., home improvement and house construction) ▪ Handling fee per additional Check issued for split payment of HL proceeds

This service shall start from the receipt of supporting documents from Payor for the issuance of Payment Order Form (POF) up to issuance of Pag-IBIG Fund Official Receipt (PFOR) to Payor.

Office or Division: ▪ Member Services Support Division – Servicing Department/Loans Servicing Division – Loans Origination – Housing Business Center (HBC) ▪ Cash Collection Division – Loans Support Services Department (CCD- LSSD) Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Pag-IBIG Fund members/member-borrowers and non-Pag-IBIG members (only for sale of Acquired Assets through cash or short-term installment [12 months]) CHECKLIST OF REQUIREMENTS WHERE TO SECURE A. REQUIREMENTS FOR ISSUANCE OF PAYMENT ORDER FORM (POF) For Individual Payor, any of the following: 1.1 Monthly Housing Loan Billing Statement Pag-IBIG Fund (MHBS) (original/photocopy) 1.2 Latest PFOR (original/photocopy)

For Employer, in soft copy: 1.1 Statement of Payroll Deduction/Housing Employer Loan Amortization Remittance Form (HLARF)

B. REQUIREMENTS FOR LOAN AMORTIZATION PAYMENT AND OTHER AMOUNTS DUE TO THE FUND Monthly Housing Loan Billing Statement (MHBS), Pag-IBIG Fund as applicable Payment Order Form (POF) ▪ For housing-related ➢ Developer, HQP-HLF-027 ➢ ROPA, HQP-AAF-006 ➢ Appraisal Fee, HQP-WLF-185

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE A. ISSUANCE OF PAYMENT ORDER FORM (POF) 1. On or before the 1. Determine the type of scheduled date of transaction the remittance/payment, payment is intended. proceed to Frontline

Servicing Counter, 1.1 Request the Payor

request for Payment to present and/or

Order Form (POF), submit any of the and wait for the following, per type number to be called. of transaction: 20 Minutes For Individual

Payor (IP) ▪ MHBS Mortgage Loans ▪ Latest PFOR Specialist For Employer Member ▪ Statement of Services Payroll None Support Division – Deduction/ Servicing HLARF Department/

Loans Servicing 1.2 Generate and issue Division – POF to Payor or Loans Employer. Origination – Housing 2. Receive the POF 2. Advise the Payor or Business from Mortgage Employer to proceed 5 Minutes Center (HBC) Loans Specialist. to payment counter and present the POF/ other supporting documents, as applicable, for

payment.

TOTAL: None 25 Minutes

B. ACCEPTANCE OF MS REMITTANCE/LOAN AMORTIZATION PAYMENT AND OTHER AMOUNTS DUE TO THE FUND 3. Submit POF to 3. Upon receipt of Cashier. POF, access the system and encode the POF Number/ Borrower’s Name. None 5 Minutes

3.1 Ensure that details reflected in the system are matched with POF.

4. Pay loan 4. Receive actual Depends amortization and Cash/Check from on the Cashier other amounts due Payor or Employer. amount Cash Collection to the Fund and due per Division – receive PFOR. 4.1 Ensure that type of Loans Support Services Cash/Check transac- 20 Department received is matched tion Minutes (CCD-LSSD) with the amount (Cash and being paid. dated Check)

4.2 Generate and sign 25 Minutes Pag-IBIG Fund (Postdated Official Receipt Check) (PFOR, HQP-TMF- 015).

4.3 Issue PFOR to Payor/Employer.

TOTAL: Depends on the Cash and Dated Check amount 25 Minutes due per type of Postdated Check transac- 30 Minutes tion

Notes: 1. The system will automatically compute the total amount due for HL amortization. 2. For payment of HL amortization, Mortgage Loans Specialist shall advise the member that for his succeeding payment, he/she may pay his/her HL amortization to the Fund’s accredited collecting partners such as Bayad Center, SM Business Center, etc. 3. For remittance/payment using Post-dated Check (PDC), an Acknowledgement Receipt (AR) shall be issued to the Payor upon receipt of remittance/payment.

2. Issuance of Payment Order Form (POF) and Acceptance of Remittance for Membership Savings (MS)/payment of Loan Amortization and Other Amounts due to the Fund through Over-the-Counter (OTC) (Member Services)

This service allows the Payor to remit/pay various amounts due or voluntary savings to the Fund through over-the-counter (OTC). This covers various provident-related payment transactions, which shall not be limited to the following:

1. Savings-related

▪ Membership Savings (MS) ▪ Modified Pag-IBIG II (MP2)

2. Short-Term Loan (STL)-related

▪ Multi-Purpose Loan (MPL) ▪ Calamity Loan

3. Housing-related

▪ Housing Loan (HL) amortization ▪ Full payment of HL obligation ▪ HL processing fee ▪ Appraisal fee ▪ Conversion cost

4. Disposal of Pag-IBIG Fund Acquired Assets

This service shall start from the receipt of supporting documents from Payor for the issuance of Payment Order Form (POF) up to issuance of Pag-IBIG Fund Official Receipt (PFOR) to Payor.

Office or Division: ▪ Member Services II – Frontline Servicing – Branch ▪ Branch Support – Branch Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Pag-IBIG Fund members/member-borrowers and non-Pag-IBIG members (only for sale of Acquired Assets through cash or short-term installment [12 months]) CHECKLIST OF REQUIREMENTS WHERE TO SECURE A. REQUIREMENTS FOR ISSUANCE OF PAYMENT ORDER FORM (POF) For Individual Payor, any of the following: ▪ Pag-IBIG Fund Loyalty Card Plus (original/photocopy)

▪ Latest Pag-IBIG Fund Official Receipt (PFOR, Pag-IBIG Fund original/photocopy)

▪ Monthly Short-Term Loan (STL)/Housing Loan (HL) Billing Statement (MSBS/MHBS) (original/photocopy) For Employer, any of the following, in soft

copy: 1.1 For MS, Membership Savings Remittance Form (MSRF, HQP-PFF-053)

1.2 For STL, Short Term-Loan Remittance Form (STLRF, HQP-SLF-017) Employer 1.3 For HL, Statement of Payroll Deduction/ Housing Loan Amortization Remittance Form (HLARF) B. REQUIREMENTS FOR REMITTANCE OF MS/PAYMENT OF LOAN AMORTIZATION AND OTHER AMOUNTS DUE TO THE FUND Payment Order Form (POF) ▪ For provident-related, HQP-PFF-100 ▪ For housing-related ➢ Developer, HQP-HLF-027 Pag-IBIG Fund ➢ ROPA, HQP-AAF-006 ➢ Appraisal Fee, HQP-WLF-185

CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE A. ISSUANCE OF PAYMENT ORDER FORM (POF) 1. On or before the 1. Determine the type of scheduled date of transaction the

remittance/payment, payment is intended. proceed to Frontline 1.1 Request the Payor Servicing Counter, to present and/or request for Payment submit any of the Order Form (POF), following, per type and wait for the of transaction: number to be called. For Individual Payor (IP),

whichever is applicable 20 Minutes ▪ Pag-IBIG Fund

Loyalty Card Plus ▪ Latest PFOR ▪ MSBS/MHBS For Employer Member ▪ For MS, MSRF Services ▪ For STL, STLRF None Officer ▪ For HL, Statement of Member Payroll Deduction/ Services II – HLARF Frontline Servicing - 1.2 Generate and issue Branch

POF to Payor or

Employer.

2. Receive the POF 2. Advise the Payor or from Member Employer to proceed

Services Officer. to payment counter 5 Minutes and present POF/ other supporting documents, as applicable, for remittance/ payment.

TOTAL: None 25 Minutes

B. ACCEPTANCE OF MS REMITTANCE/LOAN AMORTIZATION PAYMENT AND OTHER AMOUNTS DUE TO THE FUND 3. Submit POF to 3. Upon receipt of Cashier. POF and/or supporting documents (as applicable), access

the system and

encode the POF None 5 Minutes Number/Borrower’s Name.

3.1 Ensure that details reflected in the system are matched with POF. Cashier 4. Remit MS/pay loan 4. Receive actual Depends Branch Support- Branch amortization and Cash/Check from on the other amounts due Payor or Employer. amount to the Fund and due per receive PFOR. 4.1 Ensure that type of Cash/Check transac- 20 received is matched tion Minutes with the amount (Cash and being paid. dated Check)

4.2 Generate and sign 25 Minutes Pag-IBIG Fund (Postdated

Official Receipt Check) (PFOR, HQP-TMF- 015).

4.3 Issue PFOR to Payor/Employer.

Depends

TOTAL: on the amount Cash and Dated Check due per 25 Minutes type of transac- Postdated Check 30 Minutes tion

Notes: 1. For Payor with invalid MID No., the Payment Screener may use the member’s name with date of birth to get the member’s details. 2. Once the Payor’s details have been encoded, the system shall automatically: ▪ Verify the validity of Payor’s MID No. ▪ Determine the Branch the payment is due. 3. If the employer has employees without assigned Pag-IBIG MID No., advise the employer that the member’s payment shall not be posted in the employee’s subsidiary ledger (SL). 4. Employer must submit a revised MSRF/STLRF reflecting a complete MID Nos. of its concerned employees. 5. The system will automatically capture the “period covered” and “amount due” reflected in the uploaded file. 6. The uploaded remittance file shall appear in the Payment Order Form Screening Window. 7. The system will automatically match the amount encoded in the system against the amount reflected in remittance file. If the amount encoded does not match, the remittance file shall not be served. 8. The uploading of remittance file shall proceed once the information of the member is updated. 9. The system will automatically compute the total amount due for HL amortization. 10. For payment of HL amortization, the borrower shall be advised that for his/her succeeding payment, he/she may pay his/her HL amortization to the Fund’s accredited collecting partners such as Bayad Center, SM Business Center, etc. 11. For remittance/payment using Post-dated Check (PDC), an Acknowledgement Receipt (AR) shall be issued to the Payor upon receipt of remittance/payment.

100

3. Issuance of Payment Order Form (POF) and Acceptance of Remittance for Membership Savings (MS)/payment of Loan Amortization and Other Amounts due to the Fund through Over-the-Counter (OTC) (Treasury)

This service allows the Payor to remit/pay various amounts due or voluntary savings to the Fund through over-the-counter (OTC). This covers various payment transactions, which shall not be limited to the following:

1. Savings-related

▪ Membership Savings (MS) ▪ Modified Pag-IBIG II (MP2)

2. Short-Term Loan (STL)-related

▪ Multi-Purpose Loan (MPL) ▪ Calamity Loan

3. Housing Amortization

4. Miscellaneous

This service shall start from the receipt of supporting documents from Payor for the issuance of Payment Order Form (POF) up to issuance of Pag-IBIG Fund Official Receipt (PFOR) to Payor.

Office or Division: Cash Management Division – Treasury Department (CMD-TD) Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Pag-IBIG Fund members/member-borrowers CHECKLIST OF REQUIREMENTS WHERE TO SECURE A. REQUIREMENTS FOR ISSUANCE OF PAYMENT ORDER FORM (POF) ▪ Pag-IBIG Fund Loyalty Card Plus (original/photocopy) Pag-IBIG Fund ▪ Latest Pag-IBIG Fund Official Receipt (PFOR, original/photocopy) ▪ Monthly Short-Term Loan (STL)/Housing Loan (HL) Billing Statement (MSBS/MHBS) (original/photocopy)

B. REQUIREMENTS FOR REMITTANCE OF MS/PAYMENT OF LOAN AMORTIZATION AND OTHER AMOUNTS DUE TO THE FUND Payment Order Form (POF) ▪ For provident-related, HQP-PFF-100 Pag-IBIG Fund

101

request for Payment to present any of

Order Form (POF), the following per 20 Minutes and wait for the type of transaction: Accounting number to be called. ▪ Pag-IBIG Fund Support Loyalty Card Cash

Plus Management

▪ Latest PFOR None Division- Treasury ▪ MSBS/MHBS Department 1.2 Generate and issue (CMD-TD) POF to Payor.

2. Receive the POF 2. Advise the Payor to

from Accounting proceed to payment

Support. counter and present 5 Minutes the POF/other supporting documents, as applicable, for Remittance/ payment.

TOTAL: None 25 Minutes

102

3.1 Ensure that details reflected in the system are matched with POF.

4. Remit MS/pay loan 4. Receive actual Depends amortization and Cash/Check from on the other amounts due Payor. amount to the Fund and due per Cashier receive PFOR. 4.1 Ensure that type of CMD-TD

Cash/Check transac- received is matched tion with the amount being paid. 20 Minutes 4.2 Generate and sign Pag-IBIG Fund Official Receipt (PFOR, HQP-TMF- 015).

4.3 Issue PFOR to Payor.

Depends on the amount TOTAL: due per 25 Minutes type of transaction Notes: 1. For Payor with invalid MID No., the Payment Screener may use the member’s name with date of birth to get the member’s details. 2. Once the Payor’s details have been encoded, the system shall automatically: ▪ Verify the validity of Payor’s MID No. ▪ Determine the Branch the payment is due.

103

4. Release of Check to Suppliers

This service pertains to the releasing of Check to Suppliers of Pag-IBIG Fund thru over-the- counter (OTC).

This service shall start from the receipt of supporting documents from the supplier/authorized representative up to release of Check to supplier/authorized representative thru over-the- counter (OTC).

Office or Division: Cash Management Division – Treasury Department (CMD-TD) Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Suppliers of Pag-IBIG Fund CHECKLIST OF REQUIREMENTS WHERE TO SECURE For amount more than P50, 0000.00 ▪ Authorization Letter (original) ▪ Valid ID (original/photocopy) ▪ Official Receipt (original) Supplier/Authorized Representative For amount less than P50, 000.00 ▪ Valid ID (original/photocopy) ▪ Official Receipt (original) CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. On scheduled date 1. Receive the of release of Check documentary or upon receipt of requirements from advice from Pag-IBG supplier/authorized Fund regarding on representative.

the availability of Treasury Check, proceed to 1.1 Establish identity of Analyst II Check releasing the claimant based None 30 Minutes Cash counter. on the presented Management 1.1 Present the valid ID and/or Division- following documents authorization letter. Treasury per amount: Department For amount more 1.2 Release Check to (CMD-TD) than P50, 000.00 supplier/authorized ▪ Authorization representative. Letter ▪ Valid ID ▪ Official Receipt For amount less than P50, 000.00 ▪ Valid ID ▪ Official Receipt

104 2. Receive Check and 2. Advise the supplier/ issue an Official authorized Receipt to Treasury representative to Analyst II. acknowledge receipt of Check by indicating Treasury 2.1 Indicate the name the name and affixing Analyst II and affix signature the signature in the None 30 Minutes Cash in the logbook to logbook. Management Division- acknowledge Treasury receipt of Check 2.1 Receive Official Department from Pag-IBIG Receipt from (CMD-TD) Fund. supplier/authorized representative.

TOTAL: None 1 Hour

105

5. Release of Home Financing Documents to Borrower/Buyer/Authorized Representative/Developer

A certificate of title is an issued document that identifies the owner of personal or real property. A certificate of title provides documentary evidence of the right of ownership mainly for real estate. This process releases the following documents to borrower/buyer/authorized representative:

▪ Transfer of Certificate of Title (TCT)/Condominium Certificate of Title (CCT) ▪ Certificate of Full Payment

And additional documents which shall not be limited to the following:

▪ For REM Accounts, Release of Real Estate Mortgage (RREM) ▪ For CTS, Cancellation of Deed of Assignment (CODA) ▪ Deed of Release of Assignment (DORA) ▪ Contract-to-Sell ▪ Absolute Deed of Assignment/ Deed of Assignment ▪ Deed of Absolute Sale (DOAS)

This service shall start from the receipt of Queue Number up to release of Home Financing Documents to borrower/buyer/authorized representative/developer.

Office or Division: ▪ Member Services II – Member Services Officer – Branch ▪ Securities and Mortgage Custodianship Division – Treasury Department (SMCD-TD) ▪ Cash and Administrative Services Division - Technical and Admin. Support (CASD-TAS) Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: ▪ Borrower who have fully paid his/her housing loan account ▪ Developer CHECKLIST OF REQUIREMENTS WHERE TO SECURE Note: In all instances wherein photocopies are submitted, the original documents shall be presented for authentication.

CLAIMANT IS THE REGISTERED OWNER

1. Two (2) valid IDs with signature and photo Employer, DFA, LTO, PRC, SSS, GSIS, NBI, Note: The following are the valid IDs Post Office, Local Police Station, Barangay, Acceptable to the Fund: OWWA, GOCC, IBP, DSWD, NCWPD, LGU, Primary IDs POEA, MARINA, COMELEC ▪ Company ID ▪ Passport, issued by Philippine or Foreign Government ▪ Driver’s License ▪ Professional Regulation Commission (PRC) ID ▪ Social Security System (SSS) Card

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▪ Government Service Insurance System (GSIS) e-Card ▪ Government Office and GOCC ID (e.g., AFP ID, Pag-IBIG Loyalty Card) ▪ Integrated Bar of the Philippines (IBP) ID ▪ Senior Citizen Card ▪ Overseas Workers Welfare Administration (OWWA) ID ▪ Overseas Filipino Worker (OFW) ID ▪ Seafarer’s Identification and Record Book (SIRB) ▪ Postal ID ▪ Voter’s ID Other Acceptable IDs ▪ National Bureau of Investigation (NBI) Clearance ▪ Police Clearance ▪ Alien Certification of Registration/Immigrant Certificate of Registration ▪ Barangay Certification ▪ National Council for the Welfare of Disable Persons (NCWPD) Certification ▪ Department of Social Welfare and Development (DSWD) Certification

2. Marriage Contract (for female registered Philippine Statistics Authority (PSA) owner who is single at the time of housing application but is now married)

CLAIMANT IS A REPRESENTATIVE

1. Special Power of Attorney (SPA) executed by Person being represented the registered owner

▪ If registered owner is an OFW or already Philippine Embassy or Consulate where the residing outside the country – duly registered owner is staying notarized prior to date of departure or duly certified and authenticated by the Philippine Embassy or Consulate in the country where the registered owner is staying, if abroad

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▪ If registered owner is physically Attending Physician incapacitated – evidence by a medical certificate

2. Two (2) valid IDs with signature and photo Employer, DFA, LTO, PRC, SSS, GSIS, NBI, each of the registered owner and the Post Office, Local Police Station, Barangay, representative OWWA, GOCC, IBP, DSWD, NCWPD, LGU, POEA, MARINA, COMELEC

CLAIMANT IS/ARE HEIR/S OF DECEASED REGISTERED OWNER

1. Original copy of the following: ▪ PSA Borrower’s Death Certificate

▪ PSA Birth Certificate/s of the heir/s of deceased registered owner ▪ PSA Birth Certificate/s of siblings, if Philippine Statistics Authority (PSA) deceased registered owner is single and parents are deceased ▪ Certificate of No Marriage (CENOMAR)/Advisory on Marriage (for Married) and PSA Marriage Contract of Parents, for single registered owner ▪ PSA Certified True Copy of Marriage Contract, for married registered owner Pag-IBIG website (www.pagibigfund.gov.ph) 2. Notarized Affidavit of Guardianship, for heir/s 18 years old and below, or physically/mentally incompetent, as applicable 3. Notarized Proof of Surviving Heir/s 4. SPA executed by the heir/s or deceased registered owner 5. Deed of Partition/Last Will and Testament, Final Decision on Intestate/Estate Proceedings of deceased registered owner, as applicable Employer, DFA, LTO, PRC, SSS, GSIS, NBI, 6. Two (2) valid IDs with signature and photo Post Office, Local Police Station, Barangay, each of the registered owner and heir/s OWWA, GOCC, IBP, DSWD, NCWPD, LGU, POEA, MARINA, COMELEC CLAIMANT IS ASSIGNEE/SUCCESSOR-IN- INTEREST PURSUANT TO ARTICLE II SECTION 1 OF THE LOAN AND MORTGAGE AGREEMENT (LMA)

1. Comply item no. 1 to 6 above, as applicable

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2. Deed of Sale/Assignment executed by the deceased registered owner in favor of the claimant 3. SPA executed by the surviving spouse and other heir/s of the deceased registered owner Employer, DFA, LTO, PRC, SSS, GSIS, NBI, CLAIMANT IS DEVELOPER (FOR BUYBACK Post Office, Local Police Station, Barangay, ACCOUNTS) OWWA, GOCC, IBP, DSWD, NCWPD, LGU,

1. Two (2) valid IDs with signature and photo POEA, MARINA, COMELEC (representative and corporate secretary) Corporate Secretary from the concerned Developer Developer

2. Secretary Certificate

3. Authorization Letter CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. On scheduled date 1. Assist the None 15 Minutes Detailed Security of release, proceed borrower/developer Guard (for the to Queuing in securing a queue logbook) Machine, secure a number. queue number, indicate name in the log sheet and wait for the queue number to be called.

109

2. Present Home 2. Upon receipt of Financing Home Financing Document Claim Documents Claim Stub (HQP-HLF- Stub and proof of Cashier 115, as applicable), acceptable (Disbursement) Branch Support- documentary identification, check Branch requirements per details of Claim category of Stub. 30 Minutes Documents/ claimant, and proof None Securities of acceptable 2.1 Verify information Analyst III identification from the borrower/ SMCD-Treasury (original and buyer/authorized Department photocopy) representative with the identity Securities information Custodian presented. CASD-TAS

3. Receive Home 3. Pull-out Primary Financing Folder/Home Documents from Financing Cashier Documents from (Disbursement) or vault. Cashier (Disbursement) Documents/ Branch Support- Securities Analyst 3.1 Release Home Branch III/Senior Financing 30 Minutes Documents/ Documents to (for Documents/ Securities borrower/buyer/ borrower) Securities Analyst Specialist or authorized III/ Senior Securities representative None 1 Hour (for Documents/ Custodian. developer Securities 3.2 Request the with an Specialist SMCD-TD borrower/buyer/ average of 20 accounts) authorized Securities

representative to Custodian sign on “Received 2 Hours (for CASD-TAS by” portion of developer Request for beyond 20 Release of Home accounts) Financing Documents.

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4. Affix signature on 4. Sign the “Released the logbook and by” portion of the sign the “Received following: by” portion of the ▪ Home Financing following: Documents Release Form ▪ Home Financing ▪ Acknowledge- 30 Minutes Documents ment Receipt None (for Release Form ▪ Logbook borrower) (HQP-TMF-050) ▪ Acknowledgeme 4.1 Explain succeeding 1 Hour (for nt Receipt processes after developer) (HQP-TMF-186) receipt of Home

Financing Documents. TOTAL: For Borrower/Buyer/Authorized 1 Hour, 45 Representative None Minutes 3 Hours, 45 For Developer Minutes Note: The average of 2 Hours was considered under process step 3 (for developer beyond 20 accounts) to come up with the total of 3 Hours, 45 Minutes processing time.

111 FEEDBACK AND COMPLAINTS MECHANISMS

How to send a feedback ▪ Servicing Counters You may visit our servicing counters stationed at Pag-IBIG branches. For provident-related concerns, please visit any Pag-IBIG Member Services Branch (MSB). However, for housing-related concerns, you may visit us at 2/F, JELP Business Solutions Bldg., 409 Shaw Boulevard, Mandaluyong City or for those in the regions, you may raise your concerns at the Housing Business Center (HBC).

▪ Forms Please accomplish the Pag-IBIG Feedback Form (PFF, HQP-PRF- 002) which is available at various counters of any Pag-IBIG Branch. The accomplished form shall be dropped in the Suggestion Boxes.

▪ Letters Letters may be sent to: The Member Relations Department 16/F, JELP Business Solutions Bldg. 409 Shaw Boulevard, Mandaluyong City

You may also send your letters directly to the concerned Pag-IBIG Branch, addressed to the Office of the Head. (For the complete list of Pag-IBIG branches and address, please refer to the Pag-IBIG Office Directory)

▪ Emails Emails may be sent to [email protected]. You shall receive a confirmation message that your email has been forwarded to the concerned branch/department for appropriate reply and/or action.

▪ Pag-IBIG Hotline For your immediate concerns, you may also reach us at 8-724-4244 (Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).

112 How feedbacks are 1. Gather Accomplished Pag-lBIG Feedback Form processed The Branch/Housing Business Center shall:

1.1 Gather the accomplished Pag-lBIG Feedback Form from relevant interested parties in accordance with the approved specified Plan.

NOTE: When complaints are raised, it shall be addressed and documented immediately in accordance with Complaint Management.

1.1.1 If dropped to suggestion box, retrieves accomplished Pag-lBIG Feedback Form.

NOTE: The opening of suggestion boxes and retrieval of accomplished Pag-lBIG Feedback forms shall be done based on any of the following: a. Every after office hours; or b. When the suggestion box is full prior to the scheduled time of opening

1.1.2 Sort Pag-lBIG Feedback forms based on the following:

• Commendation/s • Suggestion/s • Comment/s • Complaint/s

2. Analyze Pag-lBIG Feedback Results

The PACD Officer of the concerned Branch/Housing Business Center shall:

2.1 Based on received accomplished Pag-lBIG Feedback Form, Accomplish and sign the Pag-lBIG Feedback Results (PFR, HQP-PRF- 008).

NOTES: a. On a monthly basis, the Pag-lBIG Feedback Results shall be

Accomplished per type of customer feedback.

b. The statistical analysis of the Pag-lBIG Feedback Results shall be conducted by the Supervising Member Services Officer or its equivalent, of the concerned unit/branch. c. The result of analysis shall be forwarded to PACD Officer/Records Controller for consolidation.

113 d. The PACD officer/Records Controller shall indicate the results of analysis in the Pag-lBIG Feedback Result.

2.2 Forwards the following documents to concerned Head: • Pag-lBIG Feedback Results • Accomplished Pag-lBIG Feedback Form

The Head of the concerned Branch/Housing Business Center shall:

2.3 Ensure correctness and completeness of Pag-lBIG Feedback Results based on accomplished Pag-lBIG Feedback Form. 2.4 Sign the Pag-lBIG Feedback Results. 2.5 Forwards the following documents to PACD Officer: • Pag-lBIG Feedback Results • Accomplished Pag-lBIG Feedback Form

The PACD Officer of the concerned Branch/Housing Business Center shall:

2.6 Forward the scanned copy of approved Pag-lBIG Feedback Results through email to the following: • Area Head • Concerned Group Head

NOTE: The scanned copy of the said feedback results and supporting documents shall also be forwarded to MRD for the preparation of feedback report.

2.7 Forward the approved Pag-lBIG Feedback Results and supporting documents to Records Controller for safekeeping.

3. Report Pag-lBIG Feedback Results

The Member Relations Department (MRD) shall:

• Upon receipt of the approved Pag-lBIG Feedback Results and supporting documents shall prepare and sign Pag-lBIG Feedback Report (PFR, HQPPRF-016).

• Disseminate scanned copy.

114 How to file a complaint ▪ Servicing Counters You may visit our servicing counters stationed at Pag-IBIG branches. For provident-related concerns, please visit any Pag-IBIG Branch. Member Services Branch (MSB). However, for housing-related concerns, you may visit us at 2/F, JELP Business Solutions Bldg., 409 Shaw Boulevard, Mandaluyong City or for those in the regions, you may raise your concerns at the Housing Business Center (HBC). A Public Assistance and Complaints Desk (PACD) Officer

▪ Letters Letters may be sent to: The Member Relations Department 16/F, JELP Business Solutions Bldg. 409 Shaw Boulevard, Mandaluyong City

▪ Emails Emails may be sent to [email protected]. You shall receive a confirmation message that your email has been forwarded to the concerned branch/department for appropriate reply and/or action.

▪ Pag-IBIG Hotline

For your immediate concerns, you may also reach us at 8-724-4244 (Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).

115 How complaints are 1. Receive and Evaluate Complaint/s processed The Branch/Housing Business Center shall:

1.1 Review and evaluate the validity of complaints received from relevant interested parties based on the following:

a. Personnel b. Service Quality c. Information and Communication d. Facilities

NOTES: a. The source of complaints may be, but not limited, to the following: • CSat Survey (Internal/External) • Pag-lBIG Feedback Form • Suggestion Box • 8888

b. The complaints may be considered as valid based on the following: • When the complaints can be validated as to its occurrence and existence. • The complainant provided his/her complete name and contact number. • Anonymous complaints are honored only if the circumstances and the details given are validated as to its occurrence and existence. • There is an improvement impact of policies and processes. • As defined by management

c. The valid complaints shall be acknowledged immediately or not beyond 48 hours upon receipt.

d. The resolution of valid complaints shall commence upon conduct of Root Cause Analysis and formulation of Correction and/or Corrective Action of the concerned unit.

e. The timeline for the resolution shall be based on target date of correction and/or corrective action of the concerned unit.

1.2 Records valid complaint/s received in Pag-lBIG Complaint Log Sheet (PCLS, HQP-PRF-017).

2. Report Identified Nonconformity

116

The PACD Officer of the Branch/Housing Business Center or the Records Controller of the Concerned Unit shall:

2.1. Based on received valid complaints from relevant interested parties, accomplish and issue the approved Corrective Action Report (CAR, HQP-CAF-001) to concerned units based on the Procedure on Control of Nonconformance and Corrective Action (HQM-004).

NOTES: a. The nature of the complaints shall be specified in the issued CAR and the supporting documents shall be attached, as necessary. b. The Assignee of the issued CAR shall perform the following: • Determine the root cause/s of the identified complaint/s in accordance with the Procedure on Control of Nonconformance and Corrective Action, and Compute its risk level based on Likelihood Scale and Severity/Impact Scale, and update the risk and opportunities determined during formulation of correction and/or corrective action, as necessary in accordance with the Procedure on Operational Risk Assessment and Treatment (HQP-RM- 001 ).

2.2 Indicate the date of CAR Issuance and Name of Assignee in PCLS.

2.3 Sign the PCLS.

2.4 Forward the following documents to concerned Head: • PCLS • Issued CAR • Supporting documents

The concerned Head of the Branch/Housing Business Center shall:

2.5. Ensure correctness and completeness of PCLS based on supporting documents. 2.6. Sign the PCLS. 2.7. Forwards the following documents to PACD Officer/Records Controller: • PCLS • Issued CAR • Supporting documents

117 The PACD Officer of the Branch/Housing Business Center or the Records Controller of the Concerned Unit shall:

2.8. Forward scanned copy of PCLS and issued CARs through email to MRD for monitoring of the status of valid complaint/s received by Branches/HBCs.

NOTE: The scanned copy of CARs with analysis and reported action from the concerned unit shall also be provided through email to MRD for monitoring and validation of implementation and effectiveness of action taken of identified complaint/s.

2.9. File signed copy of PCLS.

3. Validate Implementation and Effectiveness of Action Taken

The Member Relations Department (MRD) shall validate the implementation and effectiveness of action taken/proposed action as stated in the received CAR in accordance with the revised Procedure on Control of Nonconformance and Corrective Action (HQM-004 ).

4. Report the Summary of Status of Valid Complaints

The Member Relations Department (MRD) shall:

• On a monthly basis, prepare and sign Pag-lBIG Complaint Report (PCR, HQP-PRF-018) indicating the summary of status of valid complaints.

• Disseminate scanned copy of the Report through email to concerned heads. Contact Information Presidential Complaint Center Telephone No.: 8-736-8645; 8-736-8603 E-mail Address: [email protected]

Anti-Red Tape Authority (ARTA) Complaints Action Center Telephone No.: 8-478-5099 Email Address: [email protected]

CSC Contact Center ng Bayan

SMS No. : 0908-8816565 Telephone No.: 1-6565 (PLDT, Smart & Digitel Landlines) Email Address : [email protected]

118 VII. LIST OF OFFICES OFFICES ADDRESS Corporate Headquarters Petron Mega Plaza, # 358 Sen. Gil J. Puyat Avenue, Makati City National Capital Region (NCR) – Housing Group JELP Business Solutions Center, # 409 Shaw Boulevard, Mandaluyong City NATIONAL CAPITAL REGION (NCR) BRANCHES EAST AREA 611 Westar Building, Shaw Boulevard, Pasig Branch (Ortigas Branch) Barangay Kapitolyo, Pasig City Mandaluyong-Shaw Zentrum Branch 2F 500 Shaw Zentrum, 500 Shaw Boulevard, (Mandaluyong Branch) Mandaluyong City Budget Lane Shopping Center, Provincial Road, Antipolo Branch San Jose, Antipolo City Blas Ople Bldg., Ortigas Avenue corner Edsa, PIOG-POEA Branch Mandaluyong City 145 Union Square Condominium, Carpark Bldg. Technical and Administrative Support 15th Avenue Cubao, Quezon City EAST AREA-Member Services Offices Robinsons Galleria EDSA corner Ortigas Ave., Robinsons Galleria Member Services Office Quezon City 4th floor Robinsons Malls Metro East Marcos Robinson Metro East Member Services Office Highway, Barangay Dela Paz, Pasig City NORTH AREA GMA-Kamuning Branch (Kamias Branch) # 795, Anchor Center EDSA, Quezon City 1184 Ben-Lor Bldg., Brgy. Paligsahan, Quezon Avenue Branch Quezon Ave., Quezon City LGF Diliman Commercial Center, Commonwealth Avenue Branch Commonwealth Avenue, Batasan Hills, Quezon City 2nd floor Spark Place Bldg. P. Tuazon Ave. Cubao Branch corner 10th Ave. Socorro Cubao, Quezon City Puritan Philippines, Inc. (PPI) Bldg., 355 EDSA Caloocan-EDSA Branch (Caloocan MSB) corner Gen. Tirona St., Bagong Bario, Caloocan City 2nd floor Graceland Plaza, Sta. Teresita Village, Marikina Branch J.P. Rizal St., Lamuan, Malanday Marikina 286 ARCA North Center, McArthur Highway Valenzuela Branch Brgy. Karuhatan, Valenzuela City 145 Union Square Condominium, Carpark Bldg. Technical and Administrative Support 15th Avenue Cubao, Quezon City HOTLINE: (+632) 8724-4244 Email: [email protected]

119

OFFICES ADDRESS NORTH AREA-Member Services Offices Lower Ground SM North, EDSA Bago Bantay, SM North EDSA Member Services Office Quezon City 3rd floor Alimall, Araneta Center Cubao, Ali Mall Member Services Office Quezon City Robinsons Novaliches Robinsons Nova Market Barangay Pasong (Nova I-Robinson Novaliches) Putik, Quirino Highway Novaliches, Quezon City Robinsons Town Mall Malabon Robinsons Town Mall (Robinson Malabon) No. 5 Gov. Pascual Avenue corner Crispin Street, Tinajeros, Malabon City 2nd floor Susano Complex, No. 1 Dumalay St. Novaliches- Susano Complex corner Quirino Highway Brgy. Sta. Monica (Nova II – Susana Plaza Mall) Novaliches, Quezon City PIOG-Trinoma North Avenue, Quezon City WEST AREA Palacio del Gobernador Condominium, Intramuros Branch (Manila Branch) A. Soriano Avenue corner General Luna Street Intramuros, Manila 3rd floor Cityplace Square Bldg. Annex B. Lucky Binondo Branch Chinatown Bldg. Calle Felipe corner La Chambre St. Binondo Manila Roxas Strip Building Libertad St. corner Roxas Pasay Branch Boulevard, Pasay City J & T Building, 3894 Ramon Magsaysay Sta. Mesa Branch Boulevard, Sta. Mesa, Manila 2nd Floor Robinsons Place Las Piñas Las Piñas - Robinsons Place Branch 345 Alabang-Zapote Road, Talon I, (Las Piñas Branch) Las Piñas City Technical and Administrative Support- NCR 317 Justine Building, Sen Gil Puyat Avenue, West Makati City WEST AREA-Member Services Offices Basement Robinsons Place Ermita Pedro Gil Robinsons Place Manila corner Adriatico Street, Ermita, Manila SM Mall of Asia SM Mall of Asia, Pasay City, NCR PIOG – SM Manila 5th Floor SM City Manila, Ermita, Manila HOTLINE: (+632) 8724-4244 Email: [email protected]

120 OFFICES ADDRESS SOUTH AREA 2nd Flr. Justine bldg., Sen. Gil Puyat Avenue, Makati-Buendia I Branch Makati City 2nd floor SSS Makati Bldg., 6782 Ayala Avenue Makati-Ayala Avenue Branch corner V.A. Rufino St., Makati City 2nd floor, Umbria Commercial Center, National Biñan Branch Highway, Tulay Bato, San Antonio, Biñan, Laguna Ground Flr. Justine Bldg., Sen. Gil Puyat Makati-Buendia II Branch Avenue, Makati City 3rd floor, ARCS1 Sycamore Bldg., Muntinlupa Branch Buencamino St. corner Alabang-Zapote Road, Alabang, Muntinlupa City 2nd floor Guadalupe Commercial Complex, Guadalupe-EDSA Branch No.9, EDSA-Guadalupe, Makati City 4th floor KBC Bldg., No. 353-385 J.P. Rizal St. Makati-J.P. Rizal Branch (Poblacion Branch) corner Chino Roces St., Makati City Gate 3 Plaza Lawton Avenue and Juliano Taguig Gate 3 Plaza Branch Avenue Phase III, AFPOVAI, Western Bicutan, (Pasong Tamo Branch) Taguig City 7th Level, SM Aura Tower, 26th McKinley SM Aura Branch Parkway Bonifacio Global City, Taguig City 4th Floor, 317 Justine Building, Sen Gil Puyat Technical and Administrative Support Avenue, Makati City SOUTH AREA – OFW Center 6th Floor, Justine Building, 317 Sen. Gil Puyat OFW Center 1 – Justine Ave., Makati City SOUTH AREA – Service Desks Muntinlupa-Putatan BPLO City National Road Putatan Muntinlupa CAVITE BRANCHES Olma Building, Emilio Aguinaldo Highway, Imus, Imus Branch / TAS-Cavite Cavite Barangay Tanzang Luma I Imus Cavite Volets Commercial Building, Emilio Aguinaldo Dasmariñas Branch Hi-way, Dasmariñas Cavite City, Cavite 2F MGS Building, General Trias Drive, Rosario Branch Barangay Tejeros, Rosario, Cavite

HOTLINE: (+632) 8724-4244 Email: [email protected]

121 OFFICES ADDRESS CAVITE – Service Desks Level 4 Robinsons Place Imus General E. Robinsons Place Imus Aguinaldo Highway, Imus, Cavite Level 1 Robinsons Place Dasmariñas Dasmariñas Gen. E. Aguinaldo Highway corner Governor's Drive, Sitio Palapala, Dasmariñas, Cavite Level 3 Robinsons Place General Trias Robinsons Place General Trias Barangay Tejero, General Trais, Cavite CAVITE – One Stop Service Center for OFW’s SM Bacoor 3rd Floor, SM City Bacoor, Bacoor City LUZON GROUP – Housing Business Center Pag-IBIG Fund Bldg., Government Center, La Union HBC Sevilla, City of San Fernando, La Union Editha Tuddao Bldg., Balzain Road, Tuguegarao Tuguegarao HBC City, Cagayan Suburdia Commercial Center, Brgy. Maimpis, San Fernando Hub San Fernando City, Pampanga High Rise Business Center Bldg., Brgy. Halang, Calamba Hub Calamba City, Laguna Naga HBC LUZON BRANCHES ILOCOS REGION Pag-IBIG Fund Building, Government Center, La Union Branch Sevilla, City of San Fernando, La Union Robinsons Place Ilocos, San Nicolas, Ilocos Ilocos Norte Branch (Laoag Branch) Norte 3rd Floor Plaza Maestro Commercial Complex Vigan Branch Burgos St., Brgy 1, Vigan City, Ilocos Sur 2nd Floor BHF Plaza, Mayombo District Dagupan Branch Dagupan City, Pangasinan 3rd Floor CB Mall, McArthur Highway, Urdaneta Branch Nancayasan, Urdaneta City, Pangasinan S Building, Upper Session Road Extension Baguio Branch Engineers Hill, Baguio City ILOCOS REGION – Member Services Office Negosyo Center Ground Fl., Alaminos City Hall, Alaminos Poblacion, Alaminos City, Pangasinan

HOTLINE: (+632) 8724-4244 Email: [email protected]

122 OFFICES ADDRESS ILOCOS REGION – Service Desks Robinsons Place Pangasinan Robinsons Calasiao, Pangasinan ILOCOS REGION – One Stop Service Center for OFW’s 2nd Floor, Manna Mall, Pagdaraoan, Manna Mall, La Union San Fernando City, La Union CAGAYAN VALLEY BRANCHES Editha Tuddao Building, Balzain Road, Tuguegarao Branch Tuguegarao City, Cagayan Ground Floor, Bucag Building Canciller Ave. cor. Cauayan Branch FL Dy St. District 1, Cauayan City, Isabela G/F Units F & G, 2nd Floor Units O & P, KMCI Solano Branch Building, National Highway, Barangay Roxas, Solano, Nueva Vizcaya CAGAYAN VALLEY – Member Services Offices La Casa Kapitano Building Centro 9, Magsaysay Aparri Street, Barangay Minanga Aparri, Cagayan Santiago Santiago City Hall Santiago City, Isabela CAGAYAN VALLEY – Service Desks 3rd Floor Robinsons Santiago, Maharlika Robinsons Place Santiago Highway, Brgy. Mabini, Santiago City, Isabela CAGAYAN VALLEY – One Stop Service Center for OFW’s POEA Satellite Office, Methodist Church Tuguegarao Compound, Bonifacio St., Tuguegarao City CENTRAL LUZON I BRANCHES Suburbia Commercial Center Barangay San Fernando Branch Maimpis, San Fernando City, Pampanga Unit 105 Angeles Business Center Building Angeles City Branch Teresa Avenue Nepo Center Angeles City Ten Bldg Mc Arthur Hiway Tarlac Branch San Rafael Tarlac City, Tarlac 2nd Floor Formosa Tower, Manila Avenue CBD Subic Bay Branch Area, Subic Bay Freeport Zone 2nd floor C. T. Edifice Building Capitol Drive Balanga Branch San Jose Balanga City, Bataan

HOTLINE: (+632) 8724-4244 Email: [email protected]

123 OFFICES ADDRESS CENTRAL LUZON I – Service Desks Baguio PEZA PEZA Admin Building, Loakan Road Baguio City La Trinidad KM 5 Pico La Trinidad Benguet Robinsons Starmills Brgy. San Jose, Robinsons Starmills San Fernando City, Pampanga Robinsons Luisita Mac Arthur Highway, Robinsons Luicita Barangay San Miguel, Hacienda Luisita, Tarlac City CENTRAL LUZON I – One Stop Service Center for OFW’s Clark Skills Training Center (formerly known as Clarkfield Clark PUP), Clark Freeport Zone, Spanish Bridge, Mabalacat, Pampanga CENTRAL LUZON II BRANCHES 1215 Javier Building, Mac Arthur Highway, Malolos Branch Sumapang Matanda, Malolos Bulacan A Square Building DTR Hi-way Pinagbarilan Baliuag Branch Baliuag Bulacan G/F Supima Square Commercial Complex, Meycauayan Branch Malhacan Road, Meycauayan City, Bulacan Duran Building, Quezon District Maharlika Cabanatuan Branch Highway, Cabanatuan City 1215 Javier Building, Mac Arthur Highway, Malolos Branch Sumapang Matanda, Malolos Bulacan CENTRAL LUZON II – Service Desks Baler Municipal Building Poblacion, Baler, Baler Aurora Lower G/F Starmall San Jose Delmonte San Jose Del Monte Barangay Kaypian San Jose Del Monte, Bulacan CENTRAL LUZON II – One Stop Service Center for OFW’s Ground Floor, Government Center Building, Palayan City Palayan City Business Hub, Palayan City, Nueva Ecija SOUTHERN TAGALOG BRANCHES Lucena Grand Central Terminal Building Lucena Branch Ilayang Dupay, Lucena City 2nd floor 3MJ Building, Brgy Marawoy Lipa Branch Lipa City, Batangas HOTLINE: (+632) 8724-4244 Email: [email protected]

124 OFFICES ADDRESS 2nd floor ATDRMAM Building, Kumintang Ibaba, Batangas Branch Batangas City, Batangas Ground Floor Andenson Building 3 National Calamba Branch Highway Parian, Calamba City, Laguna El Coco Grande Building Gen. Malvar Street San Pablo Branch San Pablo City 2nd floor, Crosstown Mall Plaza, Brgy. Pulong Sta Rosa Branch Sta. Cruz, Tagaytay-Sta. Rosa Road, Sta. Rosa City, Laguna Ground Floor, Gaisano Capital Mall, Calapan Branch Brgy. Tawiran, Calapan City, Oriental Mindoro 4th floor, NCCC Mall Palawan Puerto Princesa Branch (Palawan Branch) #89 Lacao St. Brgy. Maningning, Puerto Princesa City SOUTHERN TAGALOG – Member Services Offices 2nd floor Centro Mall, Barangay Pulo, Centro Mall Cabuyao Member Services Office Cabuyao City, Laguna 2nd floor Robinsons Place Sta. Rosa Barangay Robinsons Sta Rosa Member Services Office Tagapo, Sta. Rosa City, Laguna National Highway Corner Calderon Street, San Jose Member Services Office Brgy. Labangan, San Jose, Occidental Mindoro SOUTHERN TAGALOG – Service Desks Prov’l Library Office, Prov’l Government of Boac Marinduque, Boac, Marinduque Municipal Government of Odiongan, Brgy. Odiongan Tabing-Dagat, Odiongan, Romblon Lingkod Pinoy Center, 2nd Floor Robinsons Mall Robinsons Place Palawan Palawan, National Highway, Brgy. San Manuel, Puerto Princesa City SOUTHERN TAGALOG – One Stop Service Center for OFW’s POEA-Calamba Satellite Office, Basement Calamba City Andenson Bldg. II, Brgy. Prian, Calamba City, Laguna 2nd Floor PESO Office, Provincial Capitol Bldg., Calapan Brgy. Camilmil, Calapan City, Oriental Mindoro

HOTLINE: (+632) 8724-4244 Email: [email protected]

125 OFFICES ADDRESS BICOL REGION BRANCHES Hi-Tone Construction and Development Corp. Legazpi Branch Building B. Imperial Street, Bitano, Legazpi City 3rd Level, Robinsons Place Naga Roxas Avenue Naga Branch Corner Almeda Highway Brgy. Triangulo, Naga City BICOL REGION – Member Services Offices QMCNPC Square Building Salvacion, Virac, Virac Catanduanes MK Building, Maharlika Highway, Tugos, Sorsogon Sorsogon City Masbate Espinosa Apartment Mabini St., Masbate City Houseware Plaza Building, Diversion Road cor. Daet F. Pimentel Avenue, Brgy. Magang, Daet 2/F JJFQ Bldg., Rizal St. Bagumbayan Goa Pequeño, Goa, Camarines Sur BICOL REGION – One Stop Service Center for OFW’s Pacific Mall 3rd Floor Pacific Mall, Legazpi City VISAYAS & MINDANAO GROUP – Housing Business Center Gasiano Grand City Mall, Araneta Street, Bacolod HBC Singcang, Bacolod City Pag-IBIG Fund – W T Corporate Tower, Cebu Hub Mindanao Ave. corner Archbishop St., Cebu Business Park, Cebu City Pag-IBIG Fund Bldg., J.R. Borja Mortola Street, Cagayan de Oro HBC Cagayan de Oro City, Misamis Oriental Pag-IBIG Fund Bldg., San Jose Road, Zamboanga HBC Baliwasan, Zamboanga City Pryce Tower Condominium, Pryce Business Davao Hub Park, JP Laurel Avenue, Davao City SOUTH CENTRAL VISAYAS BRANCHES Pag-IBIG Fund - W T Corporate Tower Cebu – Ayala Branch Mindanao Avenue, corner Archbishop Street Cebu Business Park, Cebu City 2nd Floor EROS Building Corner Real and Dr. V. Dumaguete Branch Locsin Streets Dumaguete City, Negros Oriental 2nd Floor, Gaisano Capital SRP Barangay San Talisay Branch Roque, SRP Highway Talisay City, Cebu HOTLINE: (+632) 8724-4244 Email: [email protected]

126 OFFICES ADDRESS 5th Floor Gaisano Capital South, Colon St. Cebu-Colon Branch (Cebu Downtown Branch) corner Leon Kilat St., Cebu City Ground Floor Prince Warehouse Club Toledo, S. Toledo Branch Osmena Street, Sipaway, Barangay Luray II, Toledo City,Cebu SOUTH CENTRAL VISAYAS – Member Services Offices Ground Floor, City Government of Carcar, Carcar Poblacion, Carcar Cebu SOUTH CENTRAL VISAYAS – One Stop Service Center for OFW’s 2nd Floor SM City Cebu, North Reclamation SM Cebu City Area, Cebu City NORTH CENTRAL & EASTERN VISAYAS BRANCHES 3rd Floor, J. Center Mall, A. S. Fortuna Street Mandaue Branch (Cebu Mandaue Branch) Mandaue City, Cebu 2nd Floor Galleria Luisa, Gallares Street, Tagbilaran Branch Tagbilaran City, Bohol 2nd floor. Mactan Island Convention Center Pajo, Mactan Branch Lapulapu City, Cebu 3rd Floor, Cebu CFI Community Coop Building Danao Branch Cebu North Nautical Highway, Danao City Level 3, Robinsons North Tacloban Brgy, Tacloban Branch Abucay, Tacloban City 2nd Level Robinsons Place Ormoc Brgy. Cogon, Ormoc Branch Ormoc City ACLC Bluilding, Maharlika Hi-way Brgy. Obrero, Calbayog Branch Calbayog City, Samar NORTH CENTRAL & EASTERN VISAYAS – Member Services Offices Ubay Boyles St, Poblacion, Ubay, Bohol Dolores Building, P. Rodriguez Street Bogo Bogo City, Cebu Gaisano Capital Sogod Zone 5, Sogod, Sogod Southern Leyte NORTH CENTRAL & EASTERN VISAYAS – Service Desks 2nd Floor, Government Services Express, SM City Consolacion SM City Consolacion, Consolacion, Cebu NORTH CENTRAL & EASTERN VISAYAS – One Stop Service Center for OFW’s New Bus Terminal (front Robinsons North), Tacloban Brgy. 91 Abucay, Tacloban City HOTLINE: (+632) 8724-4244 Email: [email protected]

127 OFFICES ADDRESS WESTERN VISAYAS BRANCHES Plazuela De Iloilo, Benigno Aquino Avenue, Iloilo-Mandurriao Branch (Iloilo Branch) Diversion Road, Mandurriao, Iloilo City 2nd Floor St. Ignatius Square, D. Maagma St., Kalibo Branch Kalibo, Aklan A&T Santos Building, Sacred Heart of Jesus Roxas Branch (Capiz Branch) Avenue Pueblo De Panay, Lawa-an, Roxas City 2nd Floor GT Plaza Mall, M.H. del Pilar Street Iloilo-Molo Branch (Molo Branch) Molo, Iloilo City Gaisano Grand City Mall Araneta Street, Bacolod Branch Singcang, Bacolod City Farmers Training Center, Rizal St., Brgy. 8, Kabankalan Branch Kabankalan City, Negros Occidental Espino Bldg., Cabalawan Road corner Gonzaga Sagay Branch Str., Brgy. Poblacion II, Sagay City, Negros Occidental WESTERN VISAYAS – One Stop Service Center for OFW’s 3rd Floor, Lingkod Pinoy Center Robinsons Iloilo Lingkod Pinoy Center Robinsons Place Iloilo, cor. Ledesma, Quezon St., Iloilo City 3rd Floor, Robinsons Place Bacolod, Brgy. Robinsons Bacolod Mandalagan, Bacolod City NORTHERN MINDANAO BRANCHES Puregold Building, Lapasan National Highway Cagayan de Oro-Lapasan Branch (CDO Branch) Lapasan, Cagayan de Oro City Cagayan de Oro-Carmen Branch 2nd Floor Ororama Superstore, Carmen Branch (CDO West Branch) PAZ Bulding, Carbajal Street corner San Isidro Malaybalay Branch Street, Malaybalay City, Bukidnon KHO Building, (Beside PSA) Butuan Branch Jose Calo Aquino Avenue, Butuan City Ground Floor Gaisano Capital, Barangay 4 San Francisco Branch National Highway San Francisco, Agusan del Sur LML Building, Km. 1, National Highway, Surigao Branch Barangay Washington, Surigao City Level 2, Lingkod Pinoy Center, Robinson's Iligan Branch Place Iligan Tubod Highway, Iligan City HOTLINE: (+632) 8724-4244 Email: [email protected]

128 OFFICES ADDRESS NORTHERN MINDANAO – Member Services Offices Nadal Building, Motoomull St., Gingoog City, Gingoog Misamis Oriental 2nd Floor Vicente Yap Building Zone 6, Puerto, Cagayan de Oro - Puerto Cagayan de Oro City 2nd Floor Tamay Lang Parklane, Commercial Valencia Complex G. Laviña Avenue, Valencia City, Bukidnon VTP Building Capitol Road, Brgy. Telaje, Tandag Tandag City, Surigao del Sur 2nd Floor LJ and JJ Building, Poblacion Tubod, Tubod Lanao del Norte NORTHERN MINDANAO – Service Desks Lingkod Pinoy Center, Level 2, Robinsons Mall, Robinsons Cagayan De Oro Rosario Crescent & Florentino Streets, Cagayan De Oro City Lingkod Pinoy Center, Level 3, Robinsons Mall, Robinsons Place Butuan Jose C. Aquino Avenue, Butuan City 2nd Floor Titanic Building, New Provincial Marawi Capitol Complex Buadi Sacayo, Marawi City NORTHERN MINDANAO – One Stop Service Center for OFW’s 2nd Floor Trinidad Building, Corrales-Yacapin Cagayan De Oro Sts., Cagayan De Oro City OWWA Service Desk, POEA Caraga Satellite Butuan Office, Nimfa Tiu Bldg. 7, Rosales Ave., Butuan City WESTERN MINDANAO BRANCHES Pag-IBIG Fund Building San Jose Road, Zamboanga Branch Baliwasan Zamboanga City, Zamboanga Del Sur FSA II Building, Quezon Avenue Miputak, Dipolog Branch Dipolg City 2nd Floor Trace Arcade Building Pagadian Branch F. S. Pajares Avenue, Pagadian City HOTLINE: (+632) 8724-4244 Email: [email protected]

129 OFFICES ADDRESS WESTERN MINDANAO – Member Services Offices Bongao 1st Floor, Tamburani Bldg., Bongao, Tawi-Tawi Ground Floor, Avery Arcade Sanito, Ipil Members Service Office Ipil, Zamboanga Sibugay ABC Building, Ozamis City Hall, Ozamis City, Ozamis Members Service Office Misamis Occindental WESTERN MINDANAO – Service Desk KCC Mall de Zamboanga, Gov Camins Avenue, KCC Mall Zamboanga City WESTERN MINDANAO – One Stop Service Center for OFW’s 2nd Floor Goodwill Center, Canelar St., Zamboanga Zamboanga City SOUTHERN MINDANAO BRANCHES Davao-Bajada Branch (Davao Central Branch) 2nd Floor, Bormaheco Bldg. Bajada, Davao City 2nd Floor Alpha Building, Lanang Business Davao-Lanang Branch (Davao North Branch) Park, Lanang Road, Angliongto, Davao City Ground Floor GMC Building 3, # 97 Mac Arthur Davao-Matina Branch (Davao South) Highway, Matina, Davao City Door#22 - 25, 2/F USPD Business Center Digos Branch Arita Bldg, Rizal Avenue Digos City Davao Del Sur Ground Floor Nicole's 22 Corp. Building, Tagum Branch Assessors Village, Apokon, Tagum City 2nd Floor Nixon Lim Building, Brgy. San Panabo Branch Francisco, National Highway, Panabo City, Davao Del Norte SOUTHERN MINDANAO – Member Services Office Lanes Kan-anan Bldg., Bonifacio St., Mati City, Mati Davao Oriental SOUTHERN MINDANAO – One Stop Service Center for OFW’s 5th Floor Gaisano Mall, J.P. Laurel Avenue, Davao Bajada, Davao City SOUTH-WESTERN MINDANAO BRANCHES EJ Yomon Building, Santiago Boulevard, General Santos Branch General Santos City WJ Bldg., Sanchez Subd., Cannery Road, Polomolok Branch Poblacion, Polomolok, South Cotabato HOTLINE: (+632) 8724-4244 Email: [email protected]

130 OFFICES ADDRESS Ground Floor JYSL Building Corner Balmores - Koronadal Branch Arellano Streets Koronadal City, South Cotabato ABLC Building, Ninoy Aquino Road, Kidapawan Branch Kidapawan City R. Chio Building, Notre Dame Avenue corner Cotabato Branch Clemente Allinio Street, Cotabato City SOUTH-WESTERN MINDANAO – Service Desks KCC Veranza, J. Catolico St., Brgy. Lagao, KCC Veranza Mall General Santos City Robinsons Mall, National Highway, Brgy. Lagao, Robinsons Place Gensan General Santos City SOUTH-WESTERN MINDANAO – One Stop Service Center for OFW’s 3rd Floor City of Koronadal Government Bldg., Koronadal City of Government of Koronadal, Gensan Drive, Koronadal City OVERSEAS POST ASIA Philippine Embassy, SPG 336, Diplomatic Brunei Enclave Jalan Kebangsaan, Bandar Seri Begawan Brunei Darussalam BA 1210 Philippine Consulate General 14th Floor, Hongkong United Center Building, 95 Queensway, Hong Kong SAR Philippine Consulate General Unit 1404-1406, Macau 14/F AIA Tower, NOS.251A-301, Avenida Comercial De Macau, Macau SAR Philippine Embassy/Philippine Overseas Labor Malaysia Office No. 1 Changkat Kia Peng, 50450 Kuala Lumpur, Malaysia Phil. Overseas Labor Office/Philippine Embassy Singapore 20 Nassim Road Singapore 258395 Phil. Overseas Labor Office/Philippine Embassy South Korea 12 Hoenamuro 42-gil, Yongsan-gu Seoul City 140-857 Republic of Korea No. 55, 57 Zhouzi Street, Neihu District Taiwan Taipei City, Taiwan HOTLINE: (+632) 8724-4244 Email: [email protected]

131 OFFICES ADDRESS EUROPE Philippine Overseas Labor Office Athens, Greece 10 Fhotidos St. Ambelokipi, Athens 11523, Greece Philippine Embassy, 6 Suffolk St. London, United Kingdom London SW1Y 4 HG, United Kingdom Philippine Consulate General Milan, Italy Via Stelvio 71, Via Bernina 18 Milan, Italy Philippine Embassy Viale Delle Medaglie Rome, Italy D'Oro 112/114 00136 Rome, Italy MIDDLE EAST Philippine Embassy W-48 Street, No. 8 Abu Dhabi, UAE Sector 2-23, Plot 51, Al Qubaisat, Abu Dhabi, UAE Skyfreight Forwarders 1st Street corner King Alkhobar, KSA Fahad Street, P.O. Box 2539, Alkhobar, Kingdom of Saudi Arabia Philippine Embassy Villa No. 939 Road No. Bahrain 3320, Mahooz Area PO Box 26681 Manama, Bahrain Philippine Consulate General / Philippine Dubai Overseas Labor Office, Beirut St., Al Qusais, P.O. Box 4960, Dubai, UAE Philippine Consulate General, Umm Al-Qura Jeddah, KSA Street Rehab District, P.O. Box 4794 Jeddah 21412 Philippine Embassy Villa No. 817, Block 1, Kuwait Street 101, Al Sadiq Area, State of Kuwait Philippine Overseas Labor Office, Al Furat Qatar Street, Zone 66, Onaiza Area, 24900 Doha, Qatar Philippine Overseas Labor Office, Al Furat Riyadh, KSA Street, Zone 66, Onaiza Area, 24900 Doha, Qatar NORTH AMERICA Philippine Consulate General 556 5th Avenue New York, USA New York 10036 USA Toronto, Canada Ontario, Canada M4P 3B5 HOTLINE: (+632) 8724-4244 Email: [email protected]

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