Citizen’s

Charter
As of 27 June 2017
 TABLE OF CONTENTS
I. Mission and Vision 2
II. Core Values 3
III. Feedback and Redress Mechanism 4
IV. Frontline Services
- MIS Department 5
Corrective Maintenance for I.T.
Preventive Maintenance Schedule Plan for I.T.
Back-Up and Recovery of Data / System
- Marketing and Promotions Sector
- International Promotions and Domestic Promotions Department 8
Participation in Travel Trade, MICE and Consumer Fairs
Conduct of Business / Sales Missions Overseas
- M.I.C.E. Department 13
Bidding of International Events
Assistance to Booked Events
Organizing/Hosting of Special and Institutional Events
- Marketing Communications Department 15
Concept Design and Layout of All Print / Display Ads
Media Proposal Evaluation
Processing of Press Release Requests
Processing of Photo, Video and Promotional Materials Request
- Corporate Affairs
- Finance Department 19
Disbursement by Check
- Administrative Department
- Personnel and Human Resources Development Division 22
Recruitment, Selection and Promotion Procedure
Request for Certification and Service Record
Bonding
Pag-ibig Multipurpose Loan
GSIS Salary/Policy Loans & Others GSIS Concerns
- Procurement General Service Division 31
Procurement
Mailing Service
Shipment Service
Messenger Service
Vehicular Service
Car Rental
Cashier
- Membership Dues
- Check Releasing
- Petty Cash Disbursement

V. Annex 36

VI. Feedback/Complaint Form 38

1
MISSION

To market and promote the

Philippines domestically and
internationally as a world-class
tourism and MICE destination, in
strategic partnership with private
and public stakeholders to deliver a
unique high-value experience for
visitors, significantly contributing to
increased arrivals, receipts and
investments to the country.

VISION

The Philippines is among the top

destinations in the world by 2020.
2
Our Values POWER our Success!

PASSIONATELY DRIVEN TEAM

(Commitment, service-oriented)
WE respond enthusiastically and with dedication to the needs
of the industry stakeholders.

OUTSTANDING LEADERS
(Accountable/Objective)
(innovative, creative, generator, growth, integrity, trustworthy,
accountable, credible, efficient)
We act as an, enabler in embracing challenges to create
breakthrough ideas, exercise good governance, transparency
and judicious management of resources.

WELL-BALANCED WORK-LIFE
(stable, fun)
We create a healthy work environment to promote a balanced
professional and personal well-being of the workforce.

EMPOWERED ORGANIZATION
(dynamic, flexible)
We strive to be superior by improving performance through
continued learning in all levels of the organization.

RESPONSIVE PARTNERS
(corporate responsibility, community, respect for others)
We commit to build and nurture a just and sustainable
development for the society.

3
 FEEDBACK AND REDRESS
MECHANISM

Should you wish to give us your feedbacks/complaints, you may:

Accomplish the Feedback/Complaint Form

and drop it in the drop box located
at our reception area.

-or-

Get in touch with our Assistant Relations Officer at 525-9318 local 206 or email
address [email protected]
(8:00 am – 5:00 pm, Monday-Friday)

These feedbacks and complaints will be confidential and shall be immediately

attended too.

(See sample of Feedback/Complaint Form at page 37)

4
FRONTLINE SERVICES
MIS DEPARTMENT
A. CORRECTIVE MAINTENANCE FOR I.T.

Procedure Officer/Employee Maximum Time FEE(S)

Responsible Concluded if necessary
Receive incidence I.T. Request Form MIS Staff 2 Hours None

Receive I.T. Request Form (QF-MISD-01)

from requesting departments.

I.T. problems that can be addressed through

verbal instruction by the I.T. personnel are
recorded in the Monitoring Logsheet of I.T.
Request (QF-MISD-05).

Diagnose the reported problem MIS Technical 15 days

I.T. Personnel goes to concerned department

to determine the extent of I.T. problem.
Findings are recorded in the IT Request Form
(QF-MISD-01).

If parts need replacement, refer to QOM-

PGSD-01.

Once the required parts are purchased and

turned over to MISD, MISD to replace the
parts within 15 calendar days upon receipt of
the parts from PGSD.

If parts are no longer replaceable, return the

item to GSD.
Perform required corrective maintenance
activity

Perform required corrective maintenance MIS Technical 1 week

activity based on diagnosed problem.

MISD to guarantee the corrective

maintenance activity performed for a period
of one (1) week.

If the same problem is reported within the

week, this is considered as a back-job. MISD
to perform the required corrective
maintenance activity.

Record the corrective maintenance activities MIS Head / MIS

carried out Technical

Log the activity performed in the I.T.

Request Form (QF-MISD-01)

5
 Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary

Maintain Records
Maintain all records in accordance with MIS Staff
Control of Records Procedure.

B. PREVENTIVE MAINTENANCE SCHEDULE PLAN FOR I.T

Procedure Officer/Employee Maximum Time FEE(S)

Responsible Concluded if necessary
Prepare a Preventive Maintenance Schedule MIS Head , MIS Daily None
Plan Systems/Network
Admins
Prepare a Preventive Maintenance
Schedule Plan for approval.

Evaluate and approve the prepared

Preventive Maintenance Schedule Plan

Inform all departments of the Preventive

Maintenance Schedule through a
memorandum.

Implement the Preventive Maintenance MIS Technical , MIS

Schedule Plan Systems/Network
Implement the Daily Monitoring of I.T Admins
Server, Network Infrastructure and Internet
Connection (QF-MISD-02) as planned and
conformed by different departments.

Record the Preventive Maintenance MIS Technical, MIS

Activities Systems/Network
Admins

Preventive Maintenance Activities are

recorded in the Preventive Maintenance
Schedule Plan of I.T. Hardware, Software
and Information System (QF-MISD-03)

Maintain records MIS Technical , MIS

Maintain all records in accordance with Systems/Network
Control of Records Procedure. Admins

6
 C. BACK-UP AND RECOVERY OF DATA / SYSTEM

Procedure Officer / Employee Maximum time FEE(S)

Responsible concluded If
necessary
Inform all departments / divisions and units MIS HEAD Every Friday (10:00 None
to create official folders thru memo MIS System/Network a.m.)
Inform all departments / divisions and units Administrator
to create official folders thru memo on the
following:

Project Name
Documents (reports)
Images / scanned
Images

Advise all departments / divisions and units MIS System/Network

of the back-up schedule Administrator
Advise all departments / divisions and units
of the back-up schedule done every Friday at
10:00am thru memo & email.

Initialize back-up MIS System/Network

Initialize backing up script (program) in the Administrator
server.

Check and validate backed-up data MIS System/Network

Check and validate if backing up of data and Administrator
systems are successful on Colocation Data
Center.

Maintain Records MIS Technical Officer

Maintain all records in accordance with
Control of Records Procedure.

7
MARKETING AND PROMOTIONS SECTOR
INTERNATIONAL PROMOTIONS AND DOMESTIC PROMOTIONS DEPARTMENTS

A. PARTICIPATION IN TRAVEL TRADE, MICE AND CONSUMER FAIRS

Procedure Officer / Employee Maximum time FEE(S)

Responsible concluded If necessary
Receive approved work program Department Manager 5 working days None
(DM)
DM cascades to DC the Approved Corporate Division Chief (DC)
Operating Budget and Work Program (QF- Project Officer (PO)
CPBD-04) for planning and implementation.

Assign Project Officer to handle the

preparation and submission of the project
brief

For MICE Fairs, Project Officer requests

approval from Undersecretary of Tourism
Planning and Promotions for the assistance
and involvement of the concerned Overseas
Office (OO) and Regional Office (RO).

Prepare/submit detailed budget breakdown PO 10 working days

DC
Assigned Project Officer to coordinate with Budget Officer Finance
DOT OO/ RO for relevant information about Head
the event.

Prepare budget breakdown for approval of

COO/DCOO

Approve budget breakdown

Budget Breakdown (QF-MPRO-08) is DCOO/COO 5 working days

reviewed and approved by DCOO/COO.

Advise DOT OO/RO of TPB’s level of

participation

Coordinate with the DOT OO/RO / event

organizers on participation requirements.

Prepare the operational plan DM/DC 10 working days

PO
Prepare the Gantt chart to reflect the
operational plan using the Travel Trade
MICE Checklist Form (TTMCF) (QF-
MPRO-10).

DC approves the Travel Trade MICE Gantt

Chart (QF-MPRO-11).

8
 Procedure Officer / Employee Maximum time FEE(S)
Responsible concluded If necessary
Coordinate internal requirements with DC 10 working days
concerned TPB departments PO

Initiate procurement process to include

delivery and shipment. Refer to Procurement
of Goods and Services (QOM-PGSD-05).

Manage Marketing Communication

Requirements

Coordinate with MARCOM on creatives PO 20 working days

(collaterals, booth design, and giveaways), ad DC
material, pre and post event publicity. GSD DM
Prepare Job Order Request Form (QF- MARCOM
MCOM-01). Finance
COO/DCOO
Refer to Concept Design procedure (QOM- HRDD
MCOM-01) and Processing of Media
Requests (QOM-MCOM-04)

Prepare travel requirements of TPB

representatives based on Travel Requirement
Checklist (QF-MPRO-12).

DCOO 40 working days

Coordinate with Philippine Industry
DC
Stakeholders, DOT OO/RO and Finance DM
Department MIS DM
PO
Coordinate with Philippine Industry Finance
Stakeholders regarding the participation to
event based on TTMCF Checklist (QF-
MPRO-10)

For International:
Monitor travel arrangements of Philippine
Sellers are in order, refer to the Philippine
Delegation Travel Arrangement Monitoring.

Provide copy of Summary of Confirmed

Participants Form to Finance Department for
collection and monitoring of registration fee,
if applicable.

Provide DOT OO/RO with Summary of

Confirmed Participants Form

Implement the project DM 7 days

PO

9
 Procedure Officer / Employee Maximum time FEE(S)
Responsible concluded If necessary
Ensure that the implementation of project is
in accordance with the operational plan Gantt
chart, refer to TTMCF Checklist (QF-
MPRO-10)

During the event, distribute and collect the COO/DCOO 20 working days
Sales Lead Form (QF-MPRO-17) daily and DM
distribute and collect the MICE Trade Fair DC
Participation Feedback Form (QF-MICE-03) PO
[for MICE Fairs] / Seller Evaluation Form Finance Department
(QF-MPRO-16) [for Trade Fairs] at the end
of the show

Refer to Handling of Customer Satisfaction

Survey (SPM-08)

Prepare Terminal and Liquidation

Reports

Prepare the terminal report (QF-MPRO-05)

in accordance with the prescribed format

Submit terminal and liquidation reports (QF- PO 20 working days

FIND-03) within 20 days MARCOMM

Prepare and send thank you letters to

exhibitors and contacts

Follow up leads from trade fair and / or refer

leads to concerned TPB departments

Monitor mileage, leads and materialized

bookings
Post-fair follow up with private sector
participants regarding business generated and
leads materialized at least five (5) months
after the event.

Record results of follow up in the Monitoring

Sales Lead
Forms (QF-MPRO-18).

Monitor multi-media publicity generated in

coordination with DOT OO/RO, if any (ex.
Press releases, ad placements, etc).

Submit to MARCOMM Multi-media

Publicity Monitoring Form (QF-MPRO-19)
for computation of media values
earned/mileage, if any are monitored..

10
 Procedure Officer / Employee Maximum time FEE(S)
Responsible concluded If necessary
Maintain records
Maintain all records in accordance with PO
Control Records Officer
of Records Procedure.

B. CONDUCT OF BUSINESS/SALES MISSIONS OVERSEAS

Procedure Officer / Employee Maximum time FEE(S)
Responsible concluded If necessary
Receive approved work program DM 5 working days None
DC
DM cascades to DC the Approved Corporate
Operating Budget and Work Program (QF-
CPBD-04) for planning and implementation.

Prepare/submit detailed budget breakdown

Assigned Project Officer to coordinate with

DOT OO/ RO for relevant information about
the event.

Prepare budget breakdown for approval of PO 10 working days

COO/DCOO DC
Budget Officer
Approval of budget breakdown Finance Head

Budget Breakdown (QF-MPRO-08) is

reviewed and approved by DCOO/COO.

Advise DOT OO to initiate invitation of

foreign buyers once approval of budget
breakdown has been secured

Prepare the operation plan DCOO 5 working days

COO
PO
Prepare the Gantt chart to reflect the
operation plan using the Business/Sales
Mission Checklist (QF-MPRO-21).

Coordinate with DOT OO to finalize the

program and venue.
DC approves the Gantt Chart (QF-MPRO-11)
for implementation of PO

11
 Procedure Officer / Employee Maximum time FEE(S)
Responsible concluded If necessary
Coordinate internal requirements with DC 7 working days
concerned TPB departments PO

Initiate procurement process to include

delivery and shipment. Refer to Procurement
Through Competitive or Public Bidding
(QOM-PGSD-02) or Alternative Methods of
Procurement (QOM-PGSD-03).

Manage Marketing Communication DC 20 working days

Requirements PO
Finance
Coordinate with MARCOM on creatives GSD DM
(collaterals, booth design, and giveaways), ad COO/DCOO
material, pre and post event publicity. MARCOM
Prepare JO. HRD DM

Refer to Concept Design Procedure (QOM-

MCOM-01) and Processing of Media
Requests (QOM-MCOM-04)

Prepare travel requirements of TPB

representatives based on Travel Requirement
Checklist (QF-MPRO-12).

Coordinate with Philippine Industry

Stakeholders / Sellers, DOT OO and Finance

Coordinate with Philippine Industry PO 40 working days US$200 per city

Stakeholders / Sellers regarding the DC
participation to event based on Business / DM
Sales Mission Checklist(QF-MPRO-21) DCOO
MIS DM
Finance
Monitor submission of materials from
participants.

Monitor travel arrangements of Philippine

Sellers are in order, refer to
the Philippine Delegation Travel
Arrangement Monitoring (QF-MPRO-13) .

Provide DOT OO with Summary of

Confirmed Participants Form (QF-MPRO-
15).

Provide copy of Summary of Confirmed

Participants Form to Finance Department for
collection and monitoring of registration fee.

12
M.I.C.E. DEPARTMENT
A. BIDDING FOR INTERNATIONAL EVENTS
Procedure Officer/Employee Maximum time FEE(S) if
Responsible concluded necessary

Receive directive or Approved Project Department Manager Response to client None

Proposal Form (DM) within 24 hours upon
receipt of the letter
Division Chief (DC)

Project Officer (PO)

Domestic Department
Manager
Prepare bid documents Project Officer 2 weeks

Submit bid documents Project Officer 1 day

Monitor status of bid proposal Project Officer 1 week

Maintain records Record Officer

B. ASSISTANCE TO BOOKED EVENTS

Procedure Officer/Employee Maximum time FEE(S) if

Responsible concluded necessary

Receive approved Project Proposal Form / Department Manager Response to client None
Won Bid Transmittal Form (DM) within 24 hours upon
Events Marketing and receipt of the letter
Services Division Chief
(DC)
Project Officer (PO)
Coordinate with the event organizer Project Officer 1 week
Private sector/ local
organizer

Coordinate internal requirements with Project Officer 15 days

concerned TPB departments (if needed)

Liaise with other government agencies and Project Officer 15 days

concerned private entities (if needed)
Implement the provision of approved Project Officer During event dates
assistance
Prepare Terminal and Liquidation Reports Project Officer 20 days

Maintain records Project Officer Records

Officer

13
C. ORGANIZING/HOSTING OF SPECIAL AND INSTITUTIONAL EVENTS

Procedure Officer/Employee Maximum time FEE(S) if

Responsible concluded necessary

Receive directive or Approved Project Deputy Chief Operating Response to client None
Proposal Form Officer (DCOO)/ within 24 hours upon
Department Manager receipt of the letter
(DM)/
Division Chief (DC)/
Project Officer (PO)/

Assigns focal person Department Manager 1 day

(DM)/ Division Chief
(DC)

Determine Event Requirements Department Manager 1 week

(DM)/Division Chief
(DC)/Assigned Focal
Person

Prepare detailed budget breakdown Assigned Focal Person 1 week

Prepare Gantt Chart Assigned Focal person 1 day

Approve Gantt Chart Chief Operating Officer 1 day

(COO)/
Deputy Chief Operating
Officer (DCOO)/
Department Manager

Assigned Focal person

Implement the Gantt Chart

14
MARKETING COMMUNICATIONS DEPARTMENT
A. CONCEPT DESIGN AND LAYOUT OF ALL PRINT/DISPLAY ADS
Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
Receive Job order Request Form (JORF) Secretary of JORF should be None
and Creative Brief Marketing given out to the
Communications respective
Receipt and check the completeness of (MARCOM) Head MARCOM officer
the information as specified in the within three (3) days
JORF to include a Creative Brief. upon receipt

Conduct meeting with end-user, as needed MARCOM Division Accomplish within

Discussion of the Creative Brief in Detail. Head / MARCOM three (3) days upon
Plotting of the timeline. representative receipt of the JORF
and Creative Brief
Form

Secure inputs from the end-user Creative Artist & Accomplish within
End-user three (3) days upon
Vetting of concept and copy (check if receipt of MARCOM
concept and copy is correct and aligned to Head’s
the communication strategy of the end- approval / comments
user). on the proposed
Secure comments and inputs if any, from artwork
end-user based on the initial concept
design and copy.

Approval of design concept Creative Artist & Accomplish within five

End-user (5) days upon receipt of
revision / editing points
of the artwork / concept
End-user approves the final design concept design from the end-
by putting “OK” or “Approved” on the user
Creative Title Block Form.

Release of final artwork to end-user Creative Artist & End- Accomplish within
user three (3) days upon
Creative artist prepares final artwork design receipt of approved
of material, prototype of material if needed, artwork / concept as
specifications and cost estimate if needed approved by end-user
(refer to Cost Estimation Procedure).

15
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
Approval of final artwork and log of release . Creative Artist & End- Accomplish within
user three (3) days upon the
End-user is to fill-out the Approval Form and release of the artwork to
Satisfaction Survey. end-user
Record the release of final artwork to end-
user in the Creative Design Log Sheet

B. MEDIA PROPOSAL EVALUATION

Procedure Officer/Employee Maximum Time FEE(S)

Responsible Concluded if necessary
Receive media proposal Secretary of MARCOM Media proposal should None
Head be given out to the
Receipt of media proposal from Department respective MARCOM
of Tourism and other sources (public and officer within three (3)
private sectors). days upon receipt

Evaluation of proposal

Evaluate the media proposal using the Project Officer &

MARCOM Head Accomplish within five
evaluation criteria. Refer to Media Proposal
(5) days upon receipt of
Evaluation Checklist. If criteria are not met,
the assigned project /
reject proposal, prepares and send Letter of
media proposal
Regrets to the proponent. Project Officer logs
the release of Letter of Regrets to the
requesting office in the Media Proposal
Evaluation Log Sheet.

Preparation of Evaluation Report Project Officer & Accomplish within

MARCOM Head three (3) days upon
If approved, the project officer prepares receipt of approval
Evaluation Report with corresponding from the evaluation
recommendation, budget * and Notice of proposal
Approval to Requesting Party for
endorsement of MARCOM Head to TPB
Chief Operating Officer.
Project Officer & Accomplish within
Release of Evaluation MARCOM Head three (3) days upon
receipt of signed
Release of Evaluation Report, Memo of
evaluation report,
Recommendation to COO and Notice of
recommendation and
Approval to Requesting Party. Project officer
budget
logs the release of Notice of Approval to the
requesting office in the Media Proposal
Evaluation Log Sheet.

16
 C. PROCESSING OF PRESS RELEASE REQUESTS

Procedure Officer/Employee Maximum Time FEE(S)

Responsible Concluded if necessary
Receives Job Order Form (JORF) and Secretary of MARCOM JORF should be given None
Project Brief Form. Head out to the respective
MARCOM officer
Receipt and check the completeness of the within three (3) days
information as specified in the JORF to upon receipt
include a Project Brief.

Secure inputs and approval from MARCOM

MARCOM Head & End- Accomplish within five
Head
user (5) days upon revision /
editing of the press
MARCOM Media (MCM) Lead presents the
release based on MCM
article / photo collage / video to MARCOM
Lead’s inputs /
Head and end-user
comments

Release of Press Release MCM Lead Accomplish within

three (3) days upon
MCM Lead releases the final output to the approval of final
identified medium revised / edited copy

D. PROCESSING OF PHOTO, VIDEO AND PROMOTIONAL MATERIALS REQUEST

Procedure Officer/Employee Maximum Time FEE(S)

Responsible Concluded if necessary
Receive request from the Department of MARCOM Head & Fees for photos
Tourism (DOT) and other sources (public MARCOM Officer for discussion
and private sectors) and alignment
with Business
Development

MARCOM Head & Accomplish

Approval from MARCOM Head immediately upon
MARCOM Officer
receipt of approval

Proceed with the creation of Job Order MARCOM Officer JORF be prepared by
Request Form (JORF), if request is approved the respective
MARCOM officer
within three (3) days
upon receipt of
approval

17
 Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Prepare requested promotional materials MARCOM officer Accomplish within
and/or photos and videos three (3) days upon
receipt of JORF

Release of requested materials to end-user MARCOM officer & Accomplish

End-user immediately upon
receipt of JORF

Accomplish
Log of release MARCOM officer & immediately upon
End-user release of requested
materials

18
CORPORATE AFFAIRS
FINANCE DEPARTMENT
A. DISBURSEMENT BY CHECK

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Requesting Department must submit the duly Bookkeeper ½ day None
accomplished Disbursement Voucher
attached with supporting documents and (Maximum of 1 day
Budget Utilization Slip (BUS) to the Finance depending on the
Department. documents submitted)

Upon submission it will be logged and Budget Officer

forwarded to the Budget Division.

The Budget Division receives documents, Budget Specialist

checks legality and assign number to the
BUS; determines charges according to
program/project control and Department
Control.

Charges will be indexed to ledger cards of Budget Officer

Departments Control and program/project
control.

Checking of the charges made according to Budget Division Chief

program/project control and Department
Control; determines Corporate Account
Code; monitors documents charged to Trust
Liability Account (TLA); forward BUS,
supporting documents to the Budget Division
Chief.

Upon receipt, will verify correctness of Financial Analyst (for

charges made according to program/project regular expenses)
control and Department Control; Corporate
Account Code or to TLA; Certify and

19
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
In the case of disbursements for pre-audit, it Financial Analyst (for
will be forwarded to COA. Once pre audited, cash advances of special
it will be forwarded to the Cahier for check projects)
preparation.
sign Box B of the BUS and forward it to the
Accounting Division

The Accounting Division receives the Financial Analyst

documents and checks completeness of the (Remittance to
SD, assign number to the Disbursement Philhealth, Pag-Ibig,
Voucher (DV) and Journal Entry Voucher NHMDF and Insular
(JEV), compute the amount and make the Life)
necessary accounting entry. Affix initials in
Box B of the DV and JEV.

Index DV to ledger of payments to Financial Analyst

Creditors/employees or ledger of Cash
Advances, as the case may be. Forward to the
Chief, Accounting Division.

The documents will be verified. Funds Chief, Accounting

availability will be certified and the DV Box Division
B and JEV will be signed.

Monitors and list DV to be logged for Budget Specialist

approval for cash availability and preparation
of cash position.

Logging out of DV and support documents to Messenger

the Approving Official.

It will be routed to the Authorized Approving Messenger

Official for approval and signing and
forwarded to the Cashier for check.

20
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
A monthly file of JEV and the original DV
and supporting documents are submitted to
the COA for post audit.

Then checks are routed to be signed by Messenger

Authorized Officials.

Signed checks are sent back to the Finance Messenger

Department to get a copy of the DV for
filing. Then sent back to the Cashier for
releasing.

DVs/JEVs of released checks are sent back to Accountant

the Accounting Division for filing.

The JEV is then recorded in the Checks Messenger

Disbursement Journal, to recapitulate entries
and post entries to the general ledger.

21
ADMINISTRATIVE DEPARTMENT
PERSONNEL AND HUMAN RESOURCES DEVELOPMENT DIVISION (PHRDD)
A. RECRUITMENT, SELECTION AND PROMOTION PROCEDURE

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Receive approved Request to open HR Assistant Executive = 75 WD None
vacant positions and/or Personnel Managerial = 65 WD
Requisition Form. Supervisory = 60 WD
Rank and File = 45 WD
HR Assistant receives approved
Request to open vacant positions and/or
Personnel Requisition Form (QF-
PHRD-09) and checks if it is properly
filled-up by the requesting Department
Manager.

Determine Qualifications per position. HR Assistant

Determine the qualifications of the
requested positions based on TPB Job
Specifications (RF-PHRD-02) and TPB
Job Description Manual (JD-PHRD-01)

Source-out Candidates (publish Notice HR Assistant

of Vacancy at 3 conspicuous places and
CSC Bulletin).
Publish Notice of Vacancy in the CSC
Bulletin of Vacant Positions and in at
least 3 conspicuous places in TPB or
other mode of publication pursuant to
RA 7041 for 15 calendar days.

Conduct initial screening interview.

Conduct initial screening interview by

PHRDD and recommend appropriate
action using the Interview Evaluation
Form (QF-PHRD-13)

22
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary

For qualified candidates, schedule for written

examinations.

For not qualified candidates, send Letters of

Regret.

Administer written examination. HR Assistant

External Service
Administer written examinations prescribed
Provider
per level.

Record the results in Pre-employment Test

Results Form (QF-PHRD-14).

Candidates shall meet the minimum required

rating as stated in the TPB MSP in order to
qualify0 Candidates shall meet the minimum
required rating as stated in the TPB MSP in
order to qualify.

Administrative
Conduct second screening interview Department Manager
Conduct series of interviews with the Division Chief or
Administrative Department Manager, Department Manager
Division Chief or Department Manager where the vacancy exists
where the vacancy exists and the Deputy Deputy COO concerned
COO concerned and recommend appropriate
action using the Interview Evaluation Form
(QF-PHRD-13).

For candidates recommended for permanent

position, schedule for PSB panel interview.

For candidates recommended for Job Order

position, proceed to Step No. 11.

For not recommended candidates, send

Letters of Regret.

23
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary

Prepare and post selection line-up. HR Assistant

HRMO
Prepare and post selection line-up at 3
conspicuous places in TPB.

Endorse the selection line-up to the PSB

for panel interview.

Conduct PSB panel interview and TPB Personnel Selection

Board (PSB)
deliberation.
TPB PSB conducts final screening
interview using the Interview Evaluation
Form (QF-PHRD-13) and deliberate for
endorsement to the Appointing
Authority.

Appointing Authority
Approve/ Disapprove PSB
recommendation.
The Appointing Authority approves or
disapproves PSB recommendation.

Issue Notices and Checklist of HR Assistant

Requirements.
For internal successful candidates, issue
Notice of Promotion / Movement.

For external successful candidates, issue

Notice of Acceptance and Checklist of
Requirements for Employment (QF-
PHRD-16A) or for Transferees (QF-
PHRD-16B).
For non-successful candidates, send
Letters of Regret.

For Permanent Positions, post Notice of

Appointment/ Protest at 3 conspicuous
places in TPB for 15 working days.

24
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary

Receive requirements. HR Assistant

HRMO
For Permanent Positions:
If no Protest, receive requirements from
the successful candidates and prepare
CSC Appointment Paper and submit to
the Office of the Appointing Authority
for signature.
If with Protest, resolve protest by
creating Appeals Committee.

For Job Order Positions, prepare Contract

of Service.

Sign Appointment Paper/ JO Contract of HR Chief

Service. Finance Manager
DCOO for Corporate Affairs
Appointing Authority
Sign Appointment Paper/ JO Contract of
Service by the authorized signatories.

Submit signed Appointment Paper to HR Assistant

CSC.
For Permanent Position, submit signed
Appointment Paper to CSC for
evaluation and approval within 30 days
from the date of appointment.

For Job Order Positions, issue JO

Contract of Service.

Conduct TPB Orientation.

HR Assistant

Conduct TPB Orientation prior to date of

reporting using the Orientation Checklist
– QF-PHRD-17

Deploy hired / promoted personnel. HR Assistant

Deploy hired / promoted personnel to the
requesting department.
HR Assistant opens a 201 File

Maintain Records. HR Assistant

Maintain all records in accordance with
Control of Records Procedure.

25
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
Conduct initial screening interview. HR Chief

Conduct initial screening interview by

PHRDD and recommend appropriate
action using the Interview Evaluation
Form (QF-PHRD-13)

For qualified candidates, schedule for

written examinations.
For not qualified candidates, send Letters
of Regret.

Administer written examination. HR Assistant

External Service Provider
Administer written examinations
prescribed per level.

Record the results in Pre-employment

Test Results Form (QF-PHRD-14).

Candidates shall meet the minimum

required rating as stated in the TPB MSP
in order to qualify0 Candidates shall meet
the minimum required rating as stated in
the TPB MSP in order to qualify.

Conduct second screening interview Administrative Department

Conduct series of interviews with the Manager
Administrative Department Manager, Division Chief or Department
Division Chief or Department Manager Manager where the vacancy
exists Deputy COO concerned
where the vacancy exists and the Deputy
COO concerned and recommend
appropriate action using the Interview
Evaluation Form (QF-PHRD-13).

For candidates recommended for

permanent position, schedule for PSB
panel interview.

For candidates recommended for Job

Order position, proceed to Step No. 11.
For not recommended candidates, send
Letters of Regret.

26
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary

Prepare and post selection line-up. HR Assistant

HRMO
Prepare and post selection line-up at 3
conspicuous places in TPB.

Endorse the selection line-up to the PSB

for panel interview.

Conduct PSB panel interview and

TPB Personnel Selection
deliberation.
Board (PSB)

TPB PSB conducts final screening

interview using the Interview Evaluation
Form (QF-PHRD-13) and deliberate for
endorsement to the Appointing
Authority.

Approve/ Disapprove PSB Appointing Authority

recommendation.

The Appointing Authority approves or

disapproves PSB recommendation.

Issue Notices and Checklist of

Requirements.

For internal successful candidates, issue

Notice of Promotion / Movement

For external successful candidates, issue HR Assistant

Notice of Acceptance and Checklist of
Requirements for Employment (QF-
PHRD-16A) or for Transferees (QF-
PHRD-16B).
For non-successful candidates, send
Letters of Regret.

For Permanent Positions, post Notice of

Appointment/ Protest at 3 conspicuous
places in TPB for 15 working days.

27
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary

Receive requirements. HR Assistant

HRMO
For Permanent Positions:
If no Protest, receive requirements from
the successful candidates and prepare
CSC Appointment Paper and submit to
the Office of the Appointing Authority
for signature.
If with Protest, resolve protest by creating
Appeals Committee.

For Job Order Positions, prepare Contract

of Service.

Sign Appointment Paper/ JO Contract of HR Chief

Finance Manager
Service.
DCOO for Corporate Affairs
Appointing Authority
Sign Appointment Paper/ JO Contract of
Service by the authorized signatories.

Submit signed Appointment Paper to

CSC. HR Assistant

For Permanent Position, submit signed

Appointment Paper to CSC for evaluation
and approval within 30 days from the date
of appointment.
For Job Order Positions, issue JO
Contract of Service.

Conduct TPB Orientation. HR Assistant

Conduct TPB Orientation prior to date of
reporting using the Orientation Checklist
– QF-PHRD-17

Deploy hired / promoted personnel.

Deploy hired / promoted personnel to the

requesting department.
HR Assistant opens a 201 File

Maintain Records. HR Assistant

Maintain all records in accordance with
Control of Records Procedure.

28
 B. REQUEST FOR CERTIFICATION AND SERVICE RECORD
Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Requesting employee must fill-up request HRD Staff Within the day subject to None
for certification form and submits it to the the availability of the
PHRDD. signatory

For purposes of official travel abroad

please attach a copy the signed Travel or
Special Order.

Requesting employee will be informed HRD Staff

once to the certification / service record
has been signed by the PHRDD chief and
is ready for pick up.

C. BONDING
Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Concerned employee must fill up the HRD Staff None
application form (nos. 57A and 58A). It
must be duly signed by the Admin
Manager, Head Agency and by the
government doctor with the following
documents in triplicate copy:

Special Disbursing Officer Form signed

by the Head of the Agency.
Latest Assets and Liabilities.
Certificate of Employment from HRD.
1pc. 2x2 ID picture.

Duly Accomplishment form and HRD Staff

requirements must be submitted to the
PHRDD for verification and for
processing of payment:

 For premium less than P2,000.00, 1 day

payment thru petty cash
 For premium P2,000.00 and above, 5 days
payment thru telegraphic transfer

Once payment is available, HR staff to

file the application at Bureau of Treasury
and get the confirmation letter.

29
 Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Concerned employee and Finance
Department will be informed once the
application is filed.

D. PAG-IBIG MULTI-PURPOSE LOAN

Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Employee must accomplish the Pag-ibig HRD Staff Within the day from None
Loan Application form and submit it to receipt of complete
the PHRDD for salary verification and documents and subject to
signature of concerned officials with the availability of the
photo copy of Company ID (front and signatory
back) and Landbank ATM.

Once signed, concerned employee will be

notified and will have to file the loan
application to Pag-ibig Branch personally.

E. GSIS SALARY / POLICY LOAN.

Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Concerned Employee must proceed to HRD staff designated AAOs None
GSIS and apply through the kiosk.

The employee must inform the assigned 2-4 hours upon

PHRDD Administrative Authorized information of the
Officers for the confirmation of loan. concerned employee

F. OTHER GSIS CONCERNS:

(ISSUANCE OF POLICY CONTRACT, REQUEST FOR DIVIDEND, MATURITY / CSV
CLAIM, FUNERAL / DEATH CLAIM, SURVIVORSHIP CLAIM, RETIREMENT).
Procedure Officer/Employee Maximum Time FEE(S)
Responsible Concluded if necessary
Submit to PHRDD duly accomplished HRD Liaison Officer Within the day from the None
forms with corresponding attachments receipt of complete
and submit to the PHRDD assigned documents
Liaison Officer.

The Liaison Officer shall submit it to the HRD Liaison Officer

concerned GSIS office.

30
PROCUREMENT AND GENERAL SERVICES DIVISION
(PGSD)

A. PROCUREMENT

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
The requesting employee must fill-up None
the Purchase Request (PR).

The accomplished form will be GSD Chief 10 minutes

forward to concerned signatories. (see
table 1)

If requested items are on stock, the PR Requesting Employee 15 minutes

is forwarded to Property Unit for
appropriate action.

The requesting employee shall fill-up Procurement Officer 7 days

and submit the approved Requisition
and Issue Slip (RIS) to the Property
Unit

If requested items are not available, Evaluation Officer 2 days

PR is forwarded to the Procurement
Officer for canvassing.

The requirements stated in the PR Procurement Officer 2 days

shall be posted in the official website
and DBM-PhilGEPS to obtain
reasonable prices from PhilGEPS
registered suppliers.

All supporting papers (PR, canvass) Procurement Officer 1 week

shall be received by the Evaluation
Officer to evaluate/summarize the
quotations submitted to be approved
by the Head of Procuring Unit.

The above documents shall be Procurement Officer 5 working days

forwarded to the Procurement Officer
who shall now prepare the Purchase
Order (PO).

The PO shall be routed to concerned Procurement Officer

officials for signature. (see table 2)

Once the PO is funded and approved,

the supplier is requested to
acknowledge the receipt of the
approved PO.
Copy of the PO shall then be
forwarded to COA within 5 working
days.

31
 B. MAILING SERVICE

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Fill up the request form duly approved Requesting employee 15 minutes
by their respective heads and forward to
GSD for appropriate action.

All mails are weighed/brought to the

nearest Post Office for proper costing of
stamps.

C. SHIPMENT

Outgoing Shipment

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Request for shipment must be Requesting Employee 45 minutes None
accomplished by the Project Officer
approved by the COO or Authorized
Representative.

The request should include the packing Requesting Employee 30 minutes

list and complete address of consignee.

Once shipped, the requesting party will GSD 30 minutes

be informed of the shipment details.

The consignee is later informed of the

Airway Bill Number or Bill of Lading
for his references and appropriate action

Incoming Shipment

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
TPB is advised of the incoming shipment GSD 10 minutes None
by way of the original copy of the airway
bill which indicates the nature of
shipment, point of origin and consignor.

32
 D. MESSENGERIAL SERVICE

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Is services of the messengerial Requesting Employee 10 minutes None
companies are required, letters are given
to GSD.
GSD will be responsible in contracting
said companies

The messengerial form must be

accomplished and duly approved by the
Administrative Manager.

E. VEHICULAR SERVICE

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
The vehicular Reservation Form must be Requesting Employee 3 days before actual use None
submitted to the Administrative
Department duly signed by their
respective Department Manager.

The form is forwarded to the GSD for Vehicle Reservation Officer 10 minutes
approval and proper scheduling.

For extension of the use of vehicles, a Requesting Employee 2 weeks maximum use
reservation form is likewise required and of vehicles per
approved. department.

F. CAR RENTAL REQUEST

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
Requests for car rental including Requesting employee 3 days (for regular None
itinerary, type of vehicle to be rented, operations);
period of rental and a justification for 5 days (for special
rental must be signed by the Dep. project)
Manager.

(The accomplished request form should

have a notation of GSD that no vehicle
on the motor pool is available on the
dates requested)

33
 Procedure Officer/Employee Maximum time FEE(S)
Responsible concluded if necessary
Requests are forwarded to the Office of Requesting employee 10 minutes
the COO for approval.

Approved requests are forwarded to the Procurement Officer 1 hour

Administrative Department for
canvassing.

Requesting employee is informed about Procurement Officer 10 minutes

the car agency for the project for
appropriate action.

For vehicles hired for projects, Project Officer 15 minutes

certification for payment is prepared by
the project officer.

For vehicles hired in lieu of TPB service Requesting Department 15 minutes

vehicle which is under repair, the
certification of payment is prepared by
the office to whom the TPB vehicle is
assigned.

The approved certification together with GSD 10 minutes

required documents is forwarded to
Finance Department for processing of
payment.

G. CASH UNIT

MEMBERSHIP DUES

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
The Client must present the Assessment Cashier 30 minutes None
Form from the Membership Department
to the Cashier.

Client to fill-up a payment Order Form.

Upon payment the Cashier will issue an

Official Receipt.

34
CHECK RELEASES

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
The collector/ representative must Cashier 20 minutes None
inform the Cashier the Company he/she
represents.

Cashier will release the check.

The collector will have to sign the

voucher acknowledging the receipt of
check and will issue an official receipt.

PETTY CASH DISBURSEMENT

Procedure Officer/Employee Maximum time FEE(S)

Responsible concluded if necessary
The requesting employee must Administrative Manager 1 day None
accomplish the petty cash voucher and
submit it to the Administrative
Department for signing of the
Administrative Manager.

Signed petty cash vouchers are released Secretary of the

by the Secretary of the Administrative Administrative Manager
Manager.

Concerned employee will have to encash Cashier

it at the Cashier.

35
ANNEX

CHECKLIST OF GSIS REQUIREMENTS

MATURITY/ CSV CLAIM

- Service Record with inclusive dates of leave without Pay, if any; if no LAWOP, state NONE;
duly certified by HEAD of Office/ Administrative Officer (Original/ CLEAR certified true copy)
2 copies

FUNERAL/DEATH CLAIM
- Funeral and Death Claim Form
- Service Record with inclusive dates of leave without Pay, if any; if no LAWOP, state NONE;
duly certified by HEAD of Office/ Administrative Officer (Original/ CLEAR certified true copy)
2 copies
- Policy Contracts (original) – Affidavit of Loss, in case of Loss
- Certification of Policy Loan Payments
- Original Copy of Death Certificate of member
- Marriage Contract for married members
- Official Receipts of Funeral Cost/Service

SURVIVORSHIP CLAIM
- Survivorship Claim Form
- Application for Retirement (3 copies)
- Service Record with inclusive dates of leave without Pay, if any; if no LAWOP, state NONE;
duly certified by HEAD of Office/ Administrative Officer (Original/ 3 certified true copy)
- Certification of Salary/ Emergency Loan Payments
- Original Death Certificate
- Original Marriage Contract
- Original Birth certificates of children
- Proofs of Surviving legal heirs

RETIREMENT/ CASH SURRENDER VALUE (CSV)

- Application for Retirement (3 copies)
- Service Record with inclusive dates of leave without Pay, if any; if none LAWOP, state NONE;
duly certified by HEAD of Office/ Administrative Officer (Original and 2 certified true copy)
- Tentative Computation of Retiree from GSIS

36
PGSD Table

TABLE 1 (PURCHASE REQUEST)

PARTICULARS REQUESTING APPROVING

OFFICER OFFICIAL

Up to P 100,000.00 Division Chief concerned Admin. Manager / OIC

/ OIC

Over P 100,000.00 up to Dept. Manager concerned COO / OIC

P 1,000,000.00 / OIC

Over P 1,000,000.00 COO / OIC Chairperson TPB Board

TABLE 2 (PURCHASE ORDER)

PARTICULARS REQUESTING APPROVING

OFFICER OFFICIAL

Up to P 100,000.00 GSD Chief / OIC Admin. Manager / OIC

Over P 100,000.00 up to
Manager Concerned COO / OIC
P 5,000,000.00

Over P 5,000,000.00 COO/ OIC Chairperson TPB Board

37
 FEEDBACK/COMPLAINT FORM

We welcome your feedbacks/complaints. To improve our service and to be able to address your
issues and concerns, please fill-out this form completely, including your signature and contact
details at the end of the form.

___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________

_______________________
Signature above printed name

________________________________ _______________________________
Address and Contact number(s) Date

38