government procurement policy board technical …

GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE

CITIZEN’S CHARTER HANDBOOK

2020 (1ST Edition)

TSO Service Charter | 1

EXTERNAL SERVICES

ATTENDING WALK-IN QUERIES

Legal and Research Division

Contact No.: (02) 7900 - 6741 to 44 locals 117 and 124

Email Address: [email protected]



2020 (1ST Edition)


Name of Service Process: Attending Walk-In Queries

Division/Office/Unit: Legal and Research Division (LRD)

Description: Attends all walk-in queries regarding non-policy procurement related matters, or technical applications of the procurement rules and regulations from all clients.

Classification: Simple

Type of Transaction: G2G - Government to Government G2B - Government to Business G2C - Government to Citizen

Schedule of Availability of Service:

Monday to Friday, 9:00 A.M. to 4:30 P.M., except holidays

Who May Avail: NGAs, SUCs, GOCCs, GFIs, LGUs, CSOs and Private Sector

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Client contact details and email address. Requesting party

No CLIENT STEP

AGENCY ACTION

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

REMARKS

1

Client may provide documents that will support their query.

Front Desk Officer (FDO) receives inquiry from walk-in clients, records the same prior to endorsement to the Action Officer of the Day (AOD) and processing of feedback form.

None 10 minutes FDO,

Administrative Division

2 None

AOD gathers information, evaluates the client issues or concerns, and acts appropriately in the following manner:

None None

Action Officer of the Day (AOD),


2.1 Walk-In Query Form

For simple questions, AOD directly answers

None 1 day AOD,

Legal and Research



2020 (1ST Edition)


pursuant to available/known legal bases. For complex concerns, AOD advises clients to submit a letter-request via email or regular mail indicating the facts and circumstances of their query in order to receive a formal reply from the LRD.

Division

2.2

Refer to requirements in rendering NPM Opinions/ Letter-Requests.

For highly technical or requests escalating into a rendition of Non-Policy Matter (NPM) Opinion, refer to the process on this matter.

None

Refer to timeliness in

rendering NPM Opinions

AOD, Legal and Research Division

Includes research, coordination with other Divisions and elevation to the Executive Director for approval.

3

Refer to requirements in responding to email queries or rendering NPM Opinions/ Letter Replies, as the case may be.

Transmit written reply to client via email or regular mail, as the case may be.

None

Refer to requirements in responding to

email queries or rendering NPM Opinions/Letter-Requests, as the

case may be.

AOD, Legal and Research Division

Only if walk-in query becomes NPM.

END OF TRANSACTION

TOTAL No. of Client Steps 2

TOTAL No. of Agency Actions 2

TOTAL No. of TAT or Duration of the Activity 1 working day and 10

minutes



2020 (1ST Edition)


EXTERNAL SERVICES

ATTENDING PHONE-IN QUERIES



Public Assistance Team (PAT) locals: 101, 116, 119




2020 (1ST Edition)


Name of Service Process:

Attending Phone-In Queries


Description: Attends all phone-in queries regarding non-policy procurement related matters, or technical applications of the procurement rules and regulations from all clients.







1. Client contact details and email address. Requesting Party

No CLIENT STEP

AGENCY ACTION

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

REMARKS

1

Call for queries related to procurement

Public Assistance Team (PAT) receives phone queries and records the complete contact details of callers, asks the concern or issues of the client, and records and enters "action taken" in the Phone Query Management System (PQMS).

None; call

costs if reached via

mobile number

5 minutes

Public Assistance

Team (PAT) - Administrative

Assistants Legal and Research Division

2 None PAT directly answers simple questions.

None 30 minutes

PAT Member, Legal and Research Division

3 None PAT records response or action taken in

None 5 minutes PAT Member,

Legal and Research



2020 (1ST Edition)


the PQMS. Division

4 None

If further clarification is required due to complexity, PAT forwards call to Phone-in Responding Officer (PRO), Legal and Research Division (LRD).

None 2 minutes

PAT Member, Legal and Research Division

4.1 None

For simple questions, PRO directly answers pursuant to available/known legal bases. If additional information is necessary, PRO will return call to client.

None 1 hour

Phone-in Responding

Officer (PRO), Legal and Research Division

If PRO, LRD cannot answer, he/she will call back within 48 hours after call ends (see step 4.2).

4.2 None PRO, LRD shall return call to client.

None 2 days

PRO, Legal and Research Division

4.3

Refer to requirements in responding to email queries or Letter-Requests

For complex or highly technical concerns, PRO advises client to submit a letter-request via email or regular mail indicating the facts and circumstances of their query in order to receive a formal reply from the LRD.

None

Refer to requirements in responding to

email queries or Letter-Requests, as the case may

be.

PRO, Legal and Research Division

Includes research

END OF TRANSACTION



TOTAL No. of TAT or Duration of the Activity 2 working days, 1 hour and 42 minutes



2020 (1ST Edition)


EXTERNAL SERVICES

RESPONDING TO EMAIL QUERIES






2020 (1ST Edition)


Name of Service Process: Responding to Email Queries


Description:

Responses to email queries by requesting government agencies/ procuring entities, and private entities by providing guidance on non-policy procurement related matters, or technical applications of the procurement rules and regulations.








No CLIENT STEP

AGENCY ACTION

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

REMARKS

1

Email Request from the requesting entity

Receiving Officer (RO) receives Request for Email Query and records the same in the Document Management Tracking System (DMTS).

None 10 minutes

RO is Front Desk Officer

(FDO) for Regular Mail, Administrative

Division

Cut-off for action on the email is 2:00PM.

Procurement Management Officer (PMO)

II/III Legal and Research Division

Copy furnish FDO for email

2 None RO submits to LRD Attorney V.

None 30 minutes

RO Legal and Research Division



2020 (1ST Edition)


3 None

LRD Attorney V determines appropriate action and instructs concerned LRD team member.

None 2 hours

Attorney V, Legal and Research Division

Appropriate Action includes determination whether to reject request based on GPPB Resolution No. 36-2013 or completeness or request; category of complete request-simple email 3 days; complex 7 days.

4 None

PMO II/III records instructions and forwards to assigned LRD team member.

None 30 minutes

PMO II/III, Legal and Research Division

Subject to availability of Resource Persons on identified schedule; In case of request for re-scheduling, fresh period will be applied.

5 None

PMO II/III acknowledges email query; and PMO II/III sends letter/email denying request (template).

None 1 hour


Written Communication may either be: (a) acknowledgment of request & for referral to LRD team member; (b) denial of request.

6 None

LRD team member drafts appropriate written communication for simple queries.

None 1 day

Team member, Legal and Research Division



2020 (1ST Edition)


None

LRD team member drafts appropriate written communication for complex queries.

None

Refer to timeliness in responding to Letter-Requests

Team member, Legal and

Research Division

LRD team member drafts appropriate written communication for highly technical queries.

None Team member,


Attorney V shall review email reply drafts for complex queries.

None Attorney V, Legal and

Research Division

Attorney V shall review email reply drafts for highly technical queries.

None Attorney V, Legal and

Research Division

LRD team member finalizes and send Email Reply for simple and complex queries.

None Team member,


END OF TRANSACTION



TOTAL No. of TAT or Duration of the Activity 3 working days



2020 (1ST Edition)


EXTERNAL SERVICES

RESPONDING TO LETTER REQUEST/

RENDERING NON-POLICY MATTER OPINIONS






2020 (1ST Edition)


Name of Service Process: Responding to Letter Requests/Rendering Non-Policy Matter Opinions


Description:

Assists in the issuance of non-policy matter opinions and letters in response to requests by the stakeholders dealing with non-policy procurement related matters or issues, or technical applications of the procurement rules and regulations.

Classification: Highly Technical







No CLIENT STEP

AGENCY ACTION

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

REMARKS

1

Letter from the requesting entity

Receiving Officer (RO) receives Requests for Opinion in writing (letter or e-mail) and records the same in the Document Tracking System (DTS).

None 30 minutes

RO is Front Desk Officer

(FDO) for Regular Mail, Administrative

Division

Procurement Management Officer (PMO)

II/III Legal and Research Division

2 RO submits to LRD Attorney V.

None 30 minutes

RO, Legal and Research Division



2020 (1ST Edition)


3 None

LRD Attorney V determines appropriate action and instructs concerned LRD team member.

None 1 day


Appropriate Action includes determination of the nature and completeness of the request. Nature of Request: (a) Letter Reply Criteria: i) Mere request for information or updates regarding on the law and rules. ii) Not novel as there are previous NPM Opinions or GPPB issuances covering the same issue. (b) Non-Policy Matter (NPM) Opinion Criteria: i) Requests for the interpretation of the provisions of Republic Act No. 9184, and its IRR and other associated issuances. ii) Requires clarification or guidance on the applicability of the laws and rules that are novel, i.e. no similar NPM Opinions or GPPB issuances dealing with the issue.

4 None

PMO II/III records instructions and forwards to assigned LRD team member; PMO II acknowledges regular mail.

None 30 minutes


5 None

LRD team member drafts appropriate written communication for highly technical queries or Non-Policy Matter (NPM) Opinion.

None 9 days/12

days


Apply 12 days if the written communication is determined to be a Letter-Reply



2020 (1ST Edition)


6 None

Attorney V shall review drafts of letter replies for highly technical concerns and NPM opinions.

None 2 days/3 days


Apply 3 days if the written communication is determined to be a Letter-Reply and not a NPM.

7 None

Deputy Executive Director (DED) reviews the draft Letter Replies/NPM-highly technical, and then either approves/initials the draft and instructs the assigned PMO/Atty. to finalize the same, or returns it to the LRD member for revisions.

None 2 days/3 days Deputy

Executive Director IV

Apply 3 days if the written communication is determined to be a Letter-Reply and not a NPM.

7.3 None

Executive Director reviews the draft (NPM Opinions), then either approves the draft and instructs the assigned PMO/Atty. to finalize the same, or returns it to the PMO/Atty. for revisions.

None 5 days Executive Director V



2020 (1ST Edition)


8 None

LRD team member proofreads and prints finalized copy.

None 1 hour


9.1 None

DED signs finalized Letter Replies.

None 1 hour Deputy

Executive Director IV

9.2 None ED signs finalized NPM Opinions.

None 1 hour Executive Director V

10 None

Finalized Letter Reply/NPM Opinion is scanned, sent via email or original document is sent through registered mail and recorded.

None 2 hours


END OF TRANSACTION



TOTAL No. of TAT or Duration of the Activity 20 working days

Due to the nature of the request, extension may allow up to 20 days pursuant to Executive Order No. 2, s. 2016.



2020 (1ST Edition)


FEEDBACK AND COMPLAINTS MECHANISM

Your feedback is important.

Please let us know how we have served you by doing any of the following:

1. Accomplish our Client Feedback or Complaints Forms the GPPB-TSO Front Desk

2. Send your Feedback through email – [email protected] or [email protected]

3. Talk to our Action Officer-of-the-Day (AOD). If you are not satisfied with our service, your written/verbal complaints shall immediately be attended to by the Action Officer-of-the-Day.

Contact Information:

Office Phone Number Email address

GPPB-TSO 7-900-6741 to 44 [email protected]

Presidential Complaints Center 8888 [email protected]

CSC Contact Center ng Bayan 0908-8816565

1-6565 [email protected]

Anti-Red Tape Authority 8478-5093 [email protected] [email protected]

Thank you for helping us improves our services!

mailto:[email protected]



2020 (1ST Edition)


Please let us know how we have served you. You may use this form for Compliments, Complaints and/or Suggestions.

CONTACT INFORMATION

Name

Address

Sex Male Female

Contact Numbers

E-Mail Address

Agency/Office

TYPE OF FEEDBACK (Kindly check)

COMPLIMENT COMPLAINT SUGGESTION

Date

Action Officer of the Day

Comments/Suggestions Details:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

CRITERIA E VS S F P

1 Management and assistance extended by TSO Personnel

2 Professionalism and attitude exhibited by TSO Personnel

3 Acts on request/concerns of client promptly

4 Suggestions/recommendations given were helpful to the objective of the agency

5 Facilities are comfortable/functional/clean/organized.

Legend: E – Excellent, VS – Very Satisfactory, S – Satisfactory, F- Fair, P- Poor

Overall Satisfaction (please check)

EXCELLENT VERY

SATISFACTORY SATISFACTORY FAIR POOR

Thank you for helping us improves our services!

GOVERNMENT PROCUREMENT POLICY BOARD TECHNICAL SUPPORT OFFICE (GPPB – TSO)

CLIENT FEEDBACK FORM



2020 (1ST Edition)


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