National Mapping and Resource Information Authority

Transcription

National Mapping and Resource
Information Authority
CITIZEN’S CHARTER
Revision No: 1
Approvals:
Name
Ruel DM. Belen
Dr. Peter N. Tiangco, CESO I
Designation
Chairman,
Citizen’s Charter
Team
Administrator
Signature
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I.
INTRODUCTION
On 02 June 2007, Republic Act No. 9485 was enacted mandating all government
agencies including local government units that provide frontline services to take
appropriate measures in promoting transparency in transacting with the public, and
adoption of simplified procedures that will reduces red tape and expedite transaction
in government. The Act was otherwise known as the “Anti-Red Tape Act of 2007”.
Subsequently, on 24 July 2008, the Civil Service Commission issued the
implementing guidelines for the Act. It prescribed, among others, the re-engineering
of systems and procedures of government offices, as well as the formulation of a
Citizen’s Charter. The Charter shall be in the form of information billboards posted at
the most conspicuous place, and in the form of published materials written in
English, Filipino, or in the local dialect.
On 02 October 2008, Administrative Order No. 241 was issued by the President,
mandating the speedy implementation of RA 9485 and its implementing rules and
regulations.
Pursuant to the above laws, the NAMRIA Public Assistance and Complaints Desk was
established and the NAMRIA Citizen’s Charter Team (CT) was created through the
issuance of Office Orders No. 001 and 002 respectively. In 2009, the CCT is
responsible for the formulation and implementation of the Charter. Special Order No.
284 was issued on 30 July 2012 recomposing the CCT to review and update the
Charter.
This manual serves as the agency’s Citizen’s Charter that describes its key services,
written for the benefit of its client. Its important features lies in the way the services
are presented: the step-by-step procedure for availing each service, the response
time for its delivery, and the officers and staffs responsible for the service. These
information are complemented by standard forms a customer must accomplish to
facilitate service delivery.
Hence, this Charter is an expression of the agency’s commitment towards improving
its services being offered to make them more efficient and responsive and at the
same time promote transparency and accountability.
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II.
ORGANIZATIONAL STRUCTURE OF NAMRIA
The figure below shows the organizational structure of NAMRIA:
NAMRIA is headed by an Administrator assisted by three (3) Deputy Administrators
and Head Executive Assistant.
The agency is composed of fie (5) operating departments, namely: 1) Hydrography
Department (HD); 2) Mapping and Geodesy Department (MGD); 3) Remote Sensing
and Resource Data Analysis Department (RSRDAD); 4) Information Management
Department (IMD); and the 5) Engineering Services Department (ESD). Under each
department are four technical divisions.
Four staff divisions support the operation of the technical units. These are: 1)
Administrative Services Division (ASD); 2) Plans and Operations Division (POD); 3)
Financial Management Division(FMD); and the 4) Security and Intelligence Division
(SID).
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III.
LOCATION OF NAMRIA
The main office of NAMRIA is located at Lawton Avenue, Fort Bonifacio, Taguig City,
as shown in the map below:
The agency has also a branch office at San Nicolas, Binondo, Manila, where the
Hydrography Department holds office.
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IV.
VISION AND MISSION
The NAMRIA Vision is stated as follows:
“A highly professionalized, technically advanced, globally
competitive, and environment and natural resources caring
agency.”
To realize its vision, the agency pursues the following mission:
“To generate and disseminate reliable and up-to-date geographic
information and provide related services, by employing state-ofthe-art technology, in support to national development and
security.”
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V.
PERFORMANCE PLEDGE
In delivering service to the public, the agency pledges the following:
We, the officials and employees of the National Mapping and
Resource Information Authority commit to:
Nurture a culture of excellence in the production of geographic
information and delivery of services to the public;
Act promptly o public request and inquiry with utmost courtesy
and efficiency;
Meet and exceed public expectations through established service
standards and feedback mechanisms;
Respond immediately to suggestions and take necessary actions;
Inform our customers regularly on updates and development on
our products and services; and
Assure continuous improvement of our systems and procedures to
deliver the best quality service.
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VI.
QUALITY POLICY
Through ISO 9001:2008, the agency ensures provision of quality products and
services by way of its quality policy as stated below:
We at NAMRIA are committed to our clients’ utmost satisfaction
by providing accurate and reliable geospatial information.
We will uphold professional and ethical standards, ensure efficient
utilization of resources, empower our employees to continually improve
our quality management system, and respond to the needs of our
changing time through world class technology.
VII.
LIST OF SERVICES
The following table enumerates the frontline services being rendered by NAMRIA.
TYPE OF
FRONTLINE
SERVICE
Topographic Maps
Regional Maps
Provincial Maps
Land Use/Land
Condition Maps
Land Cover Maps
Planimetric Maps
FEES
FORMS
POCESSING
TIME (under
normal
circumstances
per transaction
SALE OF PAPER MAPS (over-the counter)
P120.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
P195.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
P195.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
P120.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
P120.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
P120.00
-Client Order Slip
15 minutes
- Order of Payment
-filled-out survey
PERSON
RESONSIBLE
LOCATION
Map Sales
Office/Staff
Map Sales
Office/Staff
Map Sales
Office/Staff
Map Sales
Office/Staff
Map Sales
Office/Staff
Map Sales
Office/Staff
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Nautical Charts (Black
and White)
P350.00
Nautical Charts
(Colored)
P400.00
Land Classification
Maps
P180.00
30 minutes
for the
first
8sq.ft.
plus
P30.00
per sq.tf
of map
sheet or
fraction
thereof
SALE OF DIGITAL DATA ( over-the-counter)
Topographic Maps
P9,000.00 -MOA
1 hour
-Order of Payment
-Feedback Form
P9,000.00 -MOA
1 hour
-Order of Payment
-Feedback Form
P6,000.00 -MOA
1 hour
-Order of Payment
-Feedback Form
P6,000.00 -MOA
1 hour
-Order of Payment
-Feedback Form
Thematic Maps
P1,100
-MOA
1 hour
-Order of Payment
-Feedback Form
-Scale 1:5,000/sheet
-Scale 1,250,000
-Land Cover
-Client Order Slip
- Order of Payment
-filled-out survey
-Client Order Slip
- Order of Payment
-filled-out survey
-Client Order Slip
- Order of Payment
-filled-out survey
15 minutes
Map Sales
Office/Staff
15 minutes
Map Sales
Office/Staff
-Slope
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
-Soil/Geologic
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
-Road Network
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
Land
Classification
Division/Staff
One-StopShop/Mapping
Department
Department
Department
Department
One-StopShop/Remote
Sensing
Department
One-StopShop/Remote
Sensing
Department
One-StopShop/Remote
Sensing
Department
One-StopShop/Remote
Sensing
Department
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-River Network
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
-Administrative
Boundary
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
-LC Points (Corners)
P1,100
-MOA
-Order of Payment
-Feedback Form
1 hour
-Nautical Charts
P6,000.00
MOA
-Order of Payment
-Feedback Form
1 hour
Hydrographic Sheet
-Single Beam
P9,000.00
MOA
-Order of Payment
-Feedback Form
1 hour
-Multi-Beam (100%
floor coverage)
P12,000.00
1 hour
Predicted Tide an
Current Table
P400.00
Philippine Coast Pilot
Book
P3,000.00
MOA
-Order of Payment
-Feedback Form
PUBLICATIONS
MOA
-Order of Payment
-Feedback Form
MOA
-Order of Payment
-Feedback Form
One-StopShop/Remote
Sensing
Department
One-StopShop/Remote
Sensing
Department
One-StopShop/Remote
Sensing
Department
One-StopShop/Hydrogra
phy
Department
One-StopShop/Hydrogra
phy
Department
10 minutes
Map Sales
Office Staff
10 minutes
Map Sales
Office Staff
VIII. PROCEDURES AND SERVICE STANDARDS
A. General Procedure Flow Chart
Below is the general procedure flow chart being followed by the public in
obtaining over-the-counter requests for printed and digital map products of the
agency from its map sales outlets all over the country and from the agency’s
departmental Information and Client Service Units (ICSU’s).
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CLIENT
MSO/ICSU
IDENTIFY
DESIRED PRODUCT
SHOW AVAILABLE
DATA AND SAMPLE
FILLS-OUT
CLIENT ORDER SLIP FORM
ACKNOWLEDGE
RECEIPT FORM
SUBMITS
ACCOMPLISHED FORM
CHECK COMPLETENESS OF
FORM
SIGNS ORDER OF
PAYMENT/MOA
FILLS-OUT ORDER OF
PAYMENT/MOA
PROCESS PAYMENT AND
ISSUE OFFICIAL RECEIPT
PAYS ORDERED
ITEMS
FILLS-OUT
CLIENT ORDER SLIP FORM
RECEIVES AND PRESENT
O.R.
INSPECTS O.R. AND
PREPARE/PROVIDE
DATA/PRODUCT
RECEIVES
PRODUCT
CASHIER’S OFFICE
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B. Tables of Procedures
The succeeding tables enumerate in detail the procedures, duration, fees, forms
and responsible office/officer providing a particular service of the agency. Annex
A presents the required forms that a client should accomplish to obtain a service.
1. Topographic Maps (over-the-Counter)
Location: Map Sales Office (Ft. Bonifacio, Taguig City and San Nicolas, Manila)
Schedule of Availability of the service
Monday – Friday
8:00AM – 5:00PM
Responsible Officer/s: Ms. Edelita Miñeque-OIC, MSO
STEP
CLIENT/CUSTOMER
1
Fills out client order
slip
2
Submits
accomplished form
3
Selects desired
product
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Fills out/submit client
filled-out survey
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
Client
Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check
availability of
request
-Show available
data samples
10 minutes
MSO Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filledout survey
2 minutes
MSO Staff
3 minutes
MSO Staff
P120.00
Client
filled-out
survey
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2. Regional/Provincial Map (Over-the-Counter)
Location: NAMRIA Main Office, Fr. Bonifacio and Binondo Branch
Schedule of Availability
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Edelita Miñeque-OIC, MSO
STEP
CLIENT/CUSTOMER
1
Fills out Client Order
Slip
Submits
accomplished Form
2
3
Selects desired
product
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Fills out/submit
Client Satisfaction
Survey
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
Client Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
MSO Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
2 minutes
MSO Staff
3 minutes
MSO Staff
P195.00
Client
Satisfaction
Survey
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3. Land Use/Land Cover Maps (Over-the-Counter)
Monday – Friday
8:00AM – 5:00PM
STEP
1
2
CLIENT/CUSTOMER
Slip
Submits accomplished
Form
3
Selects desired product
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Fills out/submit Client
Satisfaction Survey
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
Client Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10
minutes
MSO Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
2 minutes
MSO Staff
3 minutes
MSO Staff
P120.00
Client
Satisfaction
Survey
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4. Planimetric Maps (Over-the-Counter)
Monday – Friday
8:00AM – 5:00PM
STEP
1
2
CLIENT/CUSTOMER
Slip
Form
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Satisfaction Survey
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
Client Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
MSO Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
2 minutes
MSO Staff
3 minutes
MSO Staff
P120.0
0
Client
Satisfaction
Survey
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5. Nautical Charts (Over-the-Counter)
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Jeffrey Qoudala -OIC, MSO
STEP
1
2
CLIENT/CUSTOMER
Slip
Form
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FORM
Client
Order Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
MSO Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
2 minutes
MSO Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
3 minutes
MSO Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
P350.00
(B/W)
P400.00
(colored)
Client
Satisfaction
Survey
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6. Land Classification Maps
Location: Land Classification Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Olivia Molina, Chief, Land Classification Division
STEP
1
2
CLIENT/CUSTOMER
Slip
Form
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FORM
Client
Order Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
LC Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s
Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
15 minutes
LC Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
P180.00
for the
first
8sq.ft.
plus
P30.00
per sq. of
map
sheet or
fraction
thereof
Client
Satisfaction
Survey
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7. Digital Topographic Map Scale 1:5,000
Location: Photogrammetry Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Nicandro Parayno - OIC, Photogrammetry Division
Ms. Cleotilde Galicia, Engineer IV, Photogrammetry Division
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Satisfaction Survey
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
5 minutes
Cashier’s Staff
45 minutes
OSS
Staff/Mapping
Staff
P9,000.00
Client
Satisfaction
Survey
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Location: Photogrammetry Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Nicandro Parayno - OIC, Photogrammetry Division
Ms. Cleotilde Galicia, Engineer IV, Photogrammetry Division
STEP
1
2
CLIENT/CUSTOMER
Fills MOA
MOA
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Satisfaction Survey
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
5 minutes
Cashier’s Staff
45 minutes
OSS
Staff/Mapping
Staff
P9,000.00
Client
Satisfaction
Survey
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Location: Cartography Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Joaquin B. Borja, Chief, Cartography Division
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Submits OR
6
7
8
Receives requested
data/product
Satisfaction Survey
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FEES
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
Order of
Payment
Form
Process payment
and issue OR
-Inspects OR
-Prepare/provide
data/product
request
Receives filled-out
survey
5 minutes
Cashier’s Staff
45 minutes
OSS
Staff/Mapping
Staff
P6,000.00
Client
Satisfaction
Survey
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Location: Cartography Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Joaquin B. Borja, Chief, Cartography Division
STEP
CLIENT/CUSTOMER
1
2
Fills out customer MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
OSS
Staff/Mapping
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
P6,000.00
Client
Satisfaction
Survey
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11. Digital Thematic Map-Land Cover
Location: GIS Application Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Josephine Ferrer
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
RSRDAD Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
RSRDAD Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
RSRDAD Staff
P1,100.00
Client
Satisfaction
Survey
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12. Digital Thematic Map-Slope
Location: GIS Application Division, NAMRIA Main Office
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Josephine Ferrer
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
RSRDAD Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
RSRDAD Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
RSRDAD Staff
P1,100.00
Client
Satisfaction
Survey
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13. Sale of Digital (Over-the-Counter)
Thematic Map – Soli/Geologic
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Josephine Ferrer/Renato Esperanza
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
RSRDAD Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
RSRDAD Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
RSRDAD Staff
P1,100.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
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14. Sale of Digital Data (Over-the-Counter)
Thematic Map – Road Network
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Mr. Joaquin Borja – Chief, Cartography Division
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
OSS
Staff/Mapping
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
OSS
Staff/Mapping
Staff
P1,100.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 25 of 43
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Thematic Map – River Network
Monday – Friday
8:00AM – 5:00PM
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
OSS
Staff/Mapping
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
OSS
Staff/Mapping
Staff
P1,100.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 26 of 43
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Thematic Map – Administrative Boundary
Monday – Friday
8:00AM – 5:00PM
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
OSS
Staff/Mapping
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
OSS
Staff/Mapping
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
OSS
Staff/Mapping
Staff
P1,100.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 27 of 43
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17. Thematic Maps – LC Points (Corners)
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Ms. Olivia Molina, Chief, Land Classification Division
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
RSRDAD Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
RSRDAD Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
RSRDAD Staff
P1,100.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 28 of 43
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18. Sale of Digital Data
Nautical Charts
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Cmdr. Herbert Catapang
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
Hydrographic
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
Hydrographic
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
Hydrographic
Staff
P6,000.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
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19. Digital Hydrographic Sheet
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Cmdr. Herbert Catapang
STEP
1
2
CLIENT/CUSTOMER
Fills out MOA
MOA
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FORM
MOA
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
Hydrographic
Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
5 minutes
Cashier’s
Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
45 minutes
Hydrographic
Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
Hydrographic
Staff
P9,000.00
(single
beam)
P12,000.00
(multibeam)
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 30 of 43
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20. Predicted Tide and Current Table
Monday – Friday
8:00AM – 5:00PM
Responsible Personnel: Mr. Jefrrey Quodala – OIC, MSO San Nicolas
STEP
1
2
CLIENT/CUSTOMER
Slip
form
ACTIVITY
DURATION
OF
ACTIVITY
PERSON
RESPOINSIBLE
FORM
Client Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
MSO Staff
3
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
2 minutes
MSO Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
3 minutes
MSO Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
Hydrographic
Staff
P400.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 31 of 43
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21. Philippine Coast Pilot Book
Location: Oceanography Division, Binondo Branch
Monday – Friday
8:00AM – 5:00PM
Responsible Officer: Engr. Raul Capistrano – OIC, Oceanography Division
STEP
1
2
CLIENT/CUSTOMER
Slip
Submits
accomplished form
ACTIVITY
DURATION
OF ACTIVITY
PERSON
RESPOINSIBLE
FORM
Client Order
Slip
-Acknowledges
receipt of Form
-Check
completeness of
form
-Check availability
of request
-Show available
data samples
10 minutes
MSO Staff
3
Selects desired
product
4
Fills-out order of
payment form
5
Pays to the service
counter/MSO
Process payment
and issue OR
2 minutes
MSO Staff
6
Submits OR
-Inspects OR
-Prepare/provide
data/product
request
3 minutes
MSO Staff
7
Receives requested
data/product
Satisfaction Survey
8
FEES
Order of
Payment
Form
Receives filled-out
survey
Hydrographic
Staff
P3,000.00
Client
Satisfaction
Survey
CITIZEN’S CHARTER
Page No.
Page 32 of 43
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C. Service Standards
The agency is also guided by the following service standards in transacting with
the general public:
A.
Limiting Number of Signatories to Minimum of Five (5) Signatures
In purchasing regular map products from its sales office in Metro Manila, a
customer has to deal with only two (2) offices: the sales office and cashier’s
office. The transaction requires only two (2) signatures, of the sales staff and
the cashier. The same holds true when a client purchases a specialized or
customized map from ICSU’s, wherein signatories are Director of concerned
department and the supervising Deputy Administrator. The client has only to
fill-up an order slip, signed by the ICSU, and presents to the cashier’s office
for payment.
B. Allowable Period of Extension Due to Unusual Circumstances
The agency makes sure that ordered products and services are provided to
its customers at the agreed date and time without delay. However, for
special mapping projects undertaken for a period of months through a
Memorandum of Agreement whether with the private sector or government
agencies, there may be instance of delay due to unavoidable circumstances.
For instance, for end-to-end projects involving the whole map production
process, the usual delay is caused by non-completion of aerial photography
due to unfavorable weather conditions.
C. Wearing of Official ID Cards
All NAMRIA Personnel are required to wear official ID Cards in the office.
Frontline service personnel wear additional special colored pins with their
names distinctly printed in bold letters as shown in Annex B.
CITIZEN’S CHARTER
Page No.
Page 33 of 43
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D. Service Counters
The agency maintains an Information Center located at the second floor of its
main building where customers are being entertained for their requests
whether walk-in, phone-in, mailed or emailed. Request for customized
product or service is being entertained at the Information and Client Service
Units (ICSU’s) of each technical department.
Each department displays its own process/procedure flow corresponding to
products or services being offered at the entrance to their department for
easy viewing of clients.
There are also 19 Map Sales Offices (MSO’s) nationwide to make the
agency’s service accessible to its existing and prospective customers in the
regions. In Metro Manila, sales outlets are situated at the main office of
NAMRIA at Lawton Avenue, Fort Bonifcio, Taguig City, and at its branch
office at San Nicolas, Binondo, Manila. Annex C shows the location different
map sales outlets of NAMRIA nationwide, including the names of responsible
personnel.
E. Geomatics Training Center
The training center is accredited by the Civil Service Commission. Courses
being offered includes basic to advanced courses on Geographic Information
System (GIS) and other related courses such as remote sensing and Global
Positioning System (GPS), Geographic Database Management, Management
of GIS Projects, among others.
F. Fees and Charges
The NAMRIA charges minimum fees for its products and services just to
recover cost of materials in printing the maps. The NAMRIA Pricing
Committee is responsible for the review of prices as needed. The schedules
of fees are being published in the official gazette and in the website of the
agency.
CITIZEN’S CHARTER
Page No.
Page 34 of 43
Revision
No.:
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Effectivity:
G. Forms
A Standard Customer Order Slip and Order of Payment are being used by all
service counters for the over-the-counter request/outright purchase of map
products. A standard Memorandum of Agreement is also being used for other
requests such as purchase of digital data and customized product or service.
Sample of these forms are presented in Annex A.
IX.
Reengineering of Systems, Procedures and Workplace
With the advent of computer technology, the NAMRIA has utilized digital techniques
in providing fast and efficient delivery of products and service to the public. Likewise,
the workplace has been improved for effective time and motion economy. These are
in forms of the following:
1. Digital Indexing of Aerial Photographs
In the old method, clients have to spend much time browsing paper index maps
in order to locate a particular area covered by aerial photos. At the moment, the
client has to look at the actual photo coverage of an area in a computer screen
with a topographic map superimposed via the GIS-based indexing system for all
aerial photography holdings of the agency.
2. Digital Index of Topographic Maps
Aside from aerial photos, maps being sold in the sales outlets are digitally
indexed by personnel in the map stock room. With the system, fast-moving
stocks and out-of-stock maps can be immediately determined for printing. Stock
level is also maintained for all paper map products.
3. Time-Motion Economy
At NAMRIA main office, the map stock room is just adjacent to the sales office so
that maps can be made readily available for the customers. In the same manner,
the map printing area is beside the stock room.
CITIZEN’S CHARTER
Page No.
Page 35 of 43
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The agency renovated and expanded the map printing building adjacent to the
main building in Fort Bonifacio, so that it can accommodate the other technical
offices located 100 meters away.
4. Use of Internet
The advent of internet enabled NAMRIA to upload information on the latest
products of the agency that can be accessed by the public including this Charter.
The agency web page also features news information about projects and
activities being undertaken nationwide. Annex D shows the official webpage of
the agency.
5. 5S in Improving Office Productivity and Efficiency
The agency supports the principle of 5S – Sort, Straighten/Set- In Order,
Sweep/Clean, Standardize, and Sustain Self-discipline. It is aimed at organizing
the workplace for greater productivity. A poster is displayed at the main lobby to
remind employees and practice the principle.
6. 3Rs to Cut Down Waste
Hand-in hand with the 5S, the agency also supports the 3Rs – Reduce, Reuse
and Recycle aimed at conserving energy and reduce pollution and greenhouse
emission.
7. ISO 2001:9008
The Quality Management System (QMS) of the agency which is “Mapping and
Geospatial Information Management” is ISO 2001:9008 certified. It aimed at
providing the general public with accurate and reliable geospatial information
and to assure the continual improvement of its QMS.
CITIZEN’S CHARTER
Page No.
Page 36 of 43
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X.
Feedback and Complaints Mechanisms
A. Feedback Mechanisms
To regularly assess the quality of service delivery of NAMRIA and further improve
performance to its clientele, the following feedback mechanisms have been
instituted:
1. Client Satisfaction Survey
Clients are requested to fill-up this form at the map sales outlets and at all
ICSU’s. Sample form is shown in Annex E.
2. Suggestion Boxes
These are located at the lobby of the main building near the Citizen’s Charter
billboard and in all sales outlets of the agency. Customers may write their
comments and recommendations on how the agency can further improve its
frontline services.
3. Online Inquiry
A system was developed to generate monthly reports on visitors suggestions,
comments, recommendations and complaints through the NAMRIA website.
B. Filing of Complaints
The agency’s Complaint Desk located at the 2nd floor of the main building
handles all complaints regarding the agency’s products and services. The client
need to fill-up the Request for Action form (RFA) and submits it to the Complaint
Desk. Refer to the succeeding table for the procedure for filing complaint.
Annex F contains the sample RFA form.
CITIZEN’S CHARTER
Page No.
Page 37 of 43
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Procedure for Filing Complaint
Ref.
No.
B.1
Key Activities
Fills-out and
submits RFA
form
B.2
Submits
accomplished
form
B.3
Evaluates
Complaint
Responsibilities
Reference
Document/
Record
 Filling-out of Client
Complaint Form
Client
 Acknowledgement
of complaint
Complaint Desk
RFA form
Department
ICSU’s
RFA form
Concerned
department/division
RFA form
 Evaluation of
complaint
 Accomplishment of
Request for Action
(RFA)
 Forwarding of RFA
to concerned
department/division
RFA form
B.4
Acknowledges
receipt of RFA
and
investigates
complaint



B.5
Prepares
response to
complaint

Acknowledgement
of RFA
Investigation of
complaint
Preparation of
response to
complaint
Forwarding of
response to ICSU
ICSU
RFA form
CITIZEN’S CHARTER
Page No.
Page 38 of 43
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
B.6
Acknowledges
response and
informs client

Acknowledgement
of response
Informs client of
response
ICSU
ANNEX A
CUSTOMER ORDER SLIP
MOA 1 – 4
ORDER OF PAYMENT
Response Letter
MOA-1
NAMRIA-QCP-03-Form2 Rev. 0
MEMORANDUM OF AGREEMENT
KNOW ALL MEN BY THESE PRESENTS:
This Memorandum of Agreement is made and entered into by and between:
The NATIONAL MAPPING AND RESOURCE INFORMATION
AUTHORITY (NAMRIA), a government entity with office address at
Lawton Avenue, Fort Bonifacio, Taguig City, Metro Manila, Philippines as
herein
represented
by
Deputy
Administrator
________________________, hereinafter referred to as the
FIRST PARTY.
-and_________________________________________with principal office
at _____________________________as herein represented by
___________________ hereinafter referred to as the SECOND
PARTY.
WITNESSETH
WHEREAS, the FIRST PARTY as the central mapping agency of the national
government, is the repository of digital base maps, aerial photographs, remotely sensed data
and other related geographic information, and possesses the expertise in map making,
geographic and resource information services;
WHEREAS, the SECOND PARTY intends to avail itself of the products of the FIRST
PARTY to be able to undertake its program and projects;
WHEREAS, the FIRST PARTY, recognizing the need of the SECOND PARTY, shall
provide such products;
WHEREAS, the FIRST PARTY intends to protect its interest by preventing the
unauthorized use, proliferation, reproduction and sale of its products;
NOW THEREFORE, in consideration of the foregoing, both parties have agreed on the
following terms and conditions herein contained.
ARTICLE I - DELIVERABLE PRODUCTS
1.0
The FIRST PARTY shall provide the following products:
________________________________________________________________
________________________________________________________________
2.0 The SECOND PARTY shall solely utilize the products for the following purposes:
________________________________________________________________
MOA-1
________________________________________________________________
ARTICLE II - COST
3.0 In consideration of this Agreement, the SECOND PARTY shall pay the FIRST PARTY
the
total
amount
of
__________________________________
PESOS
(PhP_________________).
4.0 The FIRST PARTY shall utilize such payment to defray cost of reproduction, supplies and
materials used, repair, maintenance or replacement of equipment including upgrade,
petroleum product requirements, honoraria for personnel and for extraordinary and
miscellaneous expenses.
ARTICLE III - EFFECTIVITY
5.0 This Agreement shall take effect immediately upon signing and shall cause both parties
to abide by the miscellaneous provisions as stated in Article IV of this Agreement.
ARTICLE IV - MISCELLANEOUS PROVISIONS
6.0 Products covered by this Agreement, whether in analog or digital format shall not be
reproduced, sold or used for any other purpose except those specified in this
Agreement. Any violation of this provision shall be subjected to penalty according to
applicable law/s.
7.0 Any additional work required not provided herein shall be subject to negotiation by both
parties concerned and supplemental agreement shall be drawn in relation hereto.
8.0 The FIRST PARTY shall not be liable for the delay in the performance of the
obligations under this Agreement, which is attributed to force majeure or any fortuitous
event of critical peace and other situation or circumstance beyond its control.
IN WITNESS WHEREOF, the parties have hereunto set their respective signatures this
______day of __________20____ .
NATIONAL MAPPING AND RESOURCE
INFORMATION AUTHORITY (NAMRIA)
(FIRST PARTY)
(SECOND PARTY)
By:
Deputy Administrator
Signature over Printed Name &
Designation
MOA-1
SIGNED IN THE PRESENCE OF
ACKNOWLEDGEMENT
REPUBLIC OF THE PHILIPPINES)
Taguig City, Metro Manila
) S.S.
BEFORE
ME,
personally
appeared
_________________________
and
_________________________ with their respective residence certificate numbers _________
and __________ and issued at _____________and
on _____________and
___________, known to me to be the same person who executed the foregoing instrument
and acknowledged to me that the same is their free will and voluntary act and deed of the
offices they represent.
WITNESS MY HAND AND SEAL this ________ day of ______________, 20__ at
Taguig City
____________________________
NICOLAS RUSTUM Z. BOLAÑOS
Chief, Administrative Division
CLIENT ORDER SLIP
O.R. No.
Date:
Customer Name
Authorized Representative
Address
Position/Designation:
Tel/Fax :
(Company/Individual)
Sector
Field of Application (Check as many)
 DENR
 National Government
 Local Government
 Govt. Controlled Corp.
 Private (Company)
 Private (Individual)
 Foreign
 N.G.O.
 Academe
 Others (specify) _________
QTY
SIZE







Agriculture
Communication
Disaster Mgmt./Climate
Change
Environmental
Geographic Info.
Governance
Quarrying
DESCRIPTION OF
PRODUCT/SERVICE








Mapping/Surveying
Mining
Public Works &
Infrastructure
Real Estate & Construction
Research
Telecommunication
Tourism
Transportation
Please check
Analog
Digital
SHEET
NO




Utility Installation
Urban/Rural Planning
Personal Use
Others __________
________________
________________
________________
________________
UNIT PRICE
TOTAL
GRAND TOTAL
--------------------------------------------------------------------------------------------------------------------------We appreciate your feedback.
No. ________
1. Please evaluate the quality of service of the agency. Please check applicable box. Thank you.
Poor
1.
2.
3.
4.
5.
6.
7.
Fair
Good
Excellent
Availability of product/service
Price
Transaction Time
Store hours
Courtesy of staff
Accessibility of sales/distribution outlet
Others (pls. specify)
2. What other products do you need that NAMRIA does not have at this time? ____________________
__________________________________________________________________________________
3. Other comments/suggestions _________________________________________________________
__________________________________________________________________________________
Thank you.
Signature/Date
CITIZEN’S CHARTER
Page No.
Page 39 of 43
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ANNEX B
CLIENT SERVICE STAFF PINS
CITIZEN’S CHARTER
Page No.
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1
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ANNEX C
MSO LOCATIONS
CITIZEN’S CHARTER
Page No.
Page 41 of 43
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ANNEX D
OFFICIAL NAMRIA WEBPAGE
CITIZEN’S CHARTER
Page No.
Page 42 of 43
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No.:
1
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ANNEX E
CLIENT SATISFACTION SURVEY FORM
CITIZEN’S CHARTER
Page No.
Page 43 of 43
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1
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ANNEX F
REQUEST FOR ACTION (RFA) FORM
REQUEST FOR ACTION (RFA)
NAMRIA-QP-03-Form4 Rev.0
RFA Number:
Date:
Section 1 – Details of Nonconformity (To be accomplished by the Auditor/ Initiator)
Auditor/
Initiator:
References: (manuals, procedures,
policies, ISO clauses, etc.)
_________________________
Signature over Printed Name
Nonconformity (Non-fulfillment of requirement)
Potential Nonconformity
(A possible nonconformity that may occur)
OFI (Does not signify failure in the system but maybe
enhanced)
Issued to :
Details: (As a result of)
Internal Quality Audit
Service Realization
Customer Complaint
Other (Pls. specify) ____________
Concerned NAMRIA Unit affected by the Nonconformity :
Section 2 – Description of the Nonconformity (Include evidence)
Details :
Acknowledged by:____________________
Process Owner
Correction:
Section 3 – Action Details (To be accomplished by the Auditee/ Process Owner)
Target Completion Date: ______________
Root Cause Analysis:
Describe the necessary Corrective or Preventive Action(s):
Approved By:_______________________________
Department Director
Target Completion Date: ______________
Section 4 – Verification of Action Taken (To be accomplished by the Initiator)
Results of Action(s) Taken
Remarks
Verified By: _____________________________________________
Initiator/Auditor
Acknowledged By: _______________________________________
Process Owner
Results of Action(s) Taken
Verification Date: __________________
Next Verification Date: ______________
Remarks
Verified By: _____________________________________________
Verification Date: __________________
Acknowledged By: _______________________________________
Next Verification Date: _______________

National Mapping and Resource Information Authority

Transcription

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