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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” 2 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 5 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. 6 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 7 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 8 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. 9 Office or Division: ▪ Building Administration and Maintenance Division – Facilities and Office Services Department (BAMD-FOSD) ▪ Cash and Administrative Services Division – Technical
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