BICOL UNIVERSITY CITIZEN’S CHARTER 2017 Edition Messages icol University, as the premier state university in Bthe Bicol region, is, first and foremost, a service- provider for the educational needs of the society to which it belongs. With Service as one of its pillars, along with Scholarship, Leadership, and Character, its call to discharge its duties to the satisfaction of its clients is further emphasized. This Citizen’s Charter is a manifestation of the university’s desire to fulfil its mandate, to serve the public, the citizens of the country. With its commitment to excellence in instruction, research, and extension, achieved with clientele satisfaction and the adherence to quality standards as embodied in its Quality Policy, Bicol University declares, through this document, its eagerness to serve its clients the best way possible. This Charter details the various offices in the institution and the corresponding frontline services they offer. It allows both clients and service providers, here the Bicol University employees, to be fully aware of guidelines, procedures, and mutual expectations towards more efficient and effective transactions. It is the university’s desire to have the best civil servants in the region, if not the nation. This BU Citizen’s Charter shall their guide towards this end, as it prevails in its pursuit for excellent service. ARNULFO M. MASCARIÑAS, Ph.D. SUC President IV BICOL UNIVERSITY CITIZEN’S CHARTER 1 Messages icol University’s Citizen’s Charter is an embodiment Bof its commitment to excellence in service delivery. As an institution of higher learning, Bicol University values the standards of Scholarship, Leadership, Character and Service, the four pillars of Bicol University education and adheres to its quality policy of continual journey of excellence. As BU expects its graduates to act as responsible individuals committed to service excellence hence, its faculty and employees must exemplify the same qualities and commit to continually strive for excellence in instruction, research, extension and support services while adhering to quality standards. This revised edition of the BU Citizen’s Charter contains the BU Vision, Mission and Strategic Goals of this present administration and outlines in detail the Service Guides in every significant function to deliver the services to our clients. The Service Guide begins at the start of a student’s engagement with the Bicol University upon application for admission, subsequent admission, and their interaction while they are students specifically the services rendered by the different student services offices. It likewise includes the Administrative support systems and other services of the University. With the Citizen’s Charter we expect to provide excellent service to our external and internal clients. As a BU family, we express our gratitude to the trust and confidence you have continually given the Bicol University and we reciprocate that trust with an efficient and effective service. We likewise give our trust that you will help us become better by sending us your feedback using the client feedback mechanism designed for the purpose. Rest assured that the officials of the University are within reach in order to continually serve you in the best way that we can. AMELIA A. DOROSAN, Ph.D. Vice President for Administration BICOL UNIVERSITY CITIZEN’S CHARTER 2 Messages he Bicol University, in its quest for Texcellence in instruction, research and extension through quality delivery of services to its clientele, has formulated the Citizen’s Charter as a systematic guiding principle to facilitate service delivery. With this, the University hopes to achieve its vision of “a world-class University producing leaders and change agents for social transformation and development”. It is, therefore, imperative that the personnel adhere to these guiding principles in the discharge of their functions. With the right policies and maximum implementation of the same productivity and efficiency can best be achieved. HELEN M. LLENARESAS, Ed. D. Vice President for Academic Affairs BICOL UNIVERSITY CITIZEN’S CHARTER 3 Messages icol University commits to continually Bstrive for excellence in instruction, research and extension by meeting the highest level of clientele satisfaction and adhering to quality standards as stated in our Quality BU Policy. This is an indicator that BU binds itself to the public to deliver good quality service. We are continually promoting for the development of local communities and establishing mutually beneficial linkages with industries and institutions at the local, national and international level. We continue to ensure the transparency, accountability and delivery of good governance as well as to the whole university. BU pursuit of its mandates of providing quality instructions, research and extension services will be continued and prioritized. We are confident to be able to provide quick and optimal service to our clients. In every unit we also encourage clients to give inputs or feedback by adopting the Clients Feedback Mechanism which is very helpful in the improvement of services. Let us work together as with tremendous efforts and achievements to reach our goals. Let us also continue meeting our clients and bring in the revenue, hence would always like everyone to be motivated and enthusiastic. Prof. JERRY S. BIGORNIA Vice President for Resource Generation and Assets Management BICOL UNIVERSITY CITIZEN’S CHARTER 4 Table of Contents Vision and Mission 6 Quality Policy 8 Strategic Directions 9 Rationale 10 Objectives 11 Performance Pledge 12 Service Guide 13 Admissions Office 14 Medical and Dental Clinic 23 University Registrar’s Office 27 Finance Management Office 60 Office of Students Services 65 University Library 73 Auxillary Services 77 Human Resource Management Office 81 Administrative Office 87 Bids and Awards Committee 91 Supply and Property Management Office 94 Client Feedback Form 102 Directory 104 BICOL UNIVERSITY CITIZEN’S CHARTER 5 Vision A World-Class University Producing Leaders and Change Agents for Social Transformation and Development. BICOL UNIVERSITY CITIZEN’S CHARTER 6 Mission t is declared policy of the State to establish Iand support a complete and integrated system of education relevant to the needs of the people and society (Republic Act No. 8292). he University shall primarily give Tprofessional and technical training and provide advanced education and specialized instruction in literature, philosophy, sciences and arts, besides providing for the promotion of scientific and technological researches (Republic Act 5521). BICOL UNIVERSITY CITIZEN’S CHARTER 7 Quality Policy icol University commits to continually Bstrive for excellence in instruction, research, and extension by meeting the highest level of clientele satisfaction and adhering to quality standards. BICOL UNIVERSITY CITIZEN’S CHARTER 8 Strategic Directions 1. Promote a Responsive and Efficient Academic Governance. Organizational re-structuring, rationalization of personnel assignment, strengthening administrative process, and, innovative mechanism to enhance efficiency of services. 2. Enhance the Resource Endowment of the University. Consolidation of land resources and secure legal ownership, establishment of S & T Hub and commercialization center; partnership with private sector in developing business potential of land assets; enhancing partnership with alumni; fund endowment and research contracts from public/private sector. 3. Offer Market-Driven and Relevant Academic Program.Offering of programs responsive to market needs, ASEAN Integration, and K-12; adoption of alternative learning systems (e.g. OL/DE, ETEEAP, MOOCS, & LMS); accreditation of remaining academic programs; adoption of outcome based education; and establishment of additional COEs/CODs. 4. Strengthen the Foundation for Research, Development, and Extension. Creation of additional R & D Centers with TG and TD functions; Enrolling BU with scientific career system of DOST; commercialization of research outputs in partnership with private sector; implementation of community development program using home-grown mature technologies; and RD & E policy enhancements and reforms. 5. Develop a Critical Mass of Top Students and Outstanding Faculty. Provision of scholarship to highly qualified students; other financial support for poor but deserving students; admission of qualified foreign students in BS/undergraduate; support for cutting edge research of students; sandwich program with other top universities in the world; hiring of highly qualified graduates from top HEIs; scholarship for professional and career enhancement of faculty in top HEIs; support for scholarly/IP work of faculty members; faculty exchange program; and adopt “balik - siyentista” program of CHED and DOST . 6. Modernize Physical/Infrastructure Facilities. Improving academic support for students and faculty; enhancing IT capability making BU a wi-fi zone area; improving teaching – learning and research facilities; build/upgrade facilities for students; and construction of climate – proof, and disaster resilient infrastructure facilities. BICOL UNIVERSITY CITIZEN’S CHARTER 9 Rationale icol University, with its vision to be Ba world-class university, commits to provide excellent service to its external and internal clients. Excellent service means efficiency effectiveness in the delivery of frontline and support services, and continuous effort to innovate its client- oriented services. BICOL UNIVERSITY CITIZEN’S CHARTER