MinDA Operations Manual

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Service Charter

No.

(A)		 Customer Activity

(B)		 Step-by-Step Procedure

(C)		 Office/Person Responsible/Location
(D)		 Duration

(E)

 Documentary Requirements

(F)		 Amount of Fees
(G)
1      Data Request Step 1: Client to submit letter of request to the Guard-on-Duty Guard-on Duty 5 days (in case of simple data request)

10 days (in case of complex data)		 Letter of request addressed to the MinDA Chairperson indicating specific data or information on Mindanao or other relevant information if available from the agency None     
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to KMD OED 
Step 4: Assigned Knowledge Management Division (KMD) staff to prepare requested data and submit to Supervisor/s for endorsement/approval KMD
Step 5: Assigned KMD staff to facilitate dispatch of data to requesting client  KMD
       
2     Library Services
(Borrowing of Books)    		 Step 1: Staff to personally request needed books/materials from the Librarian Concerned Staff  10 minutes Personal Request

Filled out Borrower’s Card		 None    
Step 2: Librarian to fill out the corresponding Borrower’s Card (BC) of the concerned staff MinDA Library/Librarian
Step 3: Librarian to release books/materials to borrower; borrower to sign on the acknowledgment portion of the BC  MinDA Library/Librarian
Step 4: Librarian to encode BC information in the Electronic Monitoring System  MinDA Library/Librarian
 
3      Project Assistance Step 1: Client to submit letter of request to the Guard-on-Duty  Guard on Duty 5 days (project desk review & endorsement)

10 days (Complete Staff Work (CSW) and Endorsement)

5 days (Technical Assistance on project development/packaging)		 Letter addressed to MinDA Chairperson indicating the needed assistance for a certain project, contact person and contact number.

Full Project Profile – Printed (2 copies) and Electronic (CD-Copy)    		 None     
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to Project Development Division (PDD) OED
Step 4: Assigned PDD staff to undertake appropriate action, i.e. desk review, endorsement, CSW, technical assistance, relative to the request and submit report and/or required output to Supervisor/s for endorsement/approval PDD 
Step 5: Assigned PDD staff to facilitate release of approved report and/or required output to requesting client PDD
 
 4    Technical Assistance   Step 1: Client to submit letter of request to the Guard-on-Duty  Guad on Duty  10 days (CSW, Coordination Meeting, and Technical Assistance)  Letter addressed to MinDA Chairperson indicating the needed assistance, specific time and date, contact person and number.    None   
Step 2: Letter request forwarded to the Records Section for recording in the Document Tracking System (DTS)  Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to concerne division/staff OED
Step 4: Assigned staff to undertake appropriate action, i.e. desk review, endorsement, CSW, technical assistance, relative to the request and submit report and/or required output to Supervisor/s for endorsement/approval Concerned Division
 Step 5: Assigned staff to facilitate release of approved report and/or required output to client Concerned Staff
 
 5     Invitation as Resource Person    Step 1: Client to submit letter of request to the Guard-on-Duty Guard-on-DutyRecords OfficerOEDOED  5 days Request letter addressed to the MinDA Chairperson or Executive Director indicating name of activity, date of activity and venue.

Copy of Program of Activities		 None
Step 2: Letter request forwarded to the Records Section for recording in the Document Tracking System (DTS)
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to concerned division/staf
Step 4: If invitation is accepted, assigned division/staff to undertake appropriate action, i.e. acknowledgment of invitation, coordination with client, preparation of presentation materials and/or speeches and submit to Supervisor/s for review/approval; if not accepted, assigned staff to facilitate sending out of regrets
 
6     Coordination Meeting     Step 1: Client to submit letter of request to the Guard-on-Duty Guard-on-Duty  5 days Request letter addressed to the MinDA Chairperson or Executive Director indicating name of activity, date of activity and venue.

Copy of Program of Activities		 None
Step 2: Letter request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: TS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to concerned division/staff OED 
Step 4: Concerned division/staff to coordinate with client on the requirements for the activity Concerned Division
Step 5: Concerned division/staff to facilitate preparation of documents and other requirements for the activity Concerned Staff
 
7    Capability Training on a Particular Topic/Program    Step 1: Client to submit letter of request to the Guard-on-Duty Guard-on-Duty 5 days Request Letter addresses to MinDA Chairperson or Executive Director  None  
Step 2: Letter request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to concerned division/staff OED
Step 4: Concerned division/staff to coordinate with client on the requirements for the training Concerned Division
Step 5: Concerned division/staff to facilitate preparation of requirements, i.e. presentation materials, training module, and other related documents Concerned Staff
 
 8     Investment Facilitation/Matchin    

 

  Step 1: Client to submit letter of request to the Guard-on-Duty Guard-on-Duty  2-5 days for simple facilitation

2 weeks or more for complex transactions		 Letter addressed to MinDA Chairperson indicating the business interest or investment project requesting for the agency’s intervention or assistanc  None
 Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
 Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to Investment Promotions Division (IPD) IPD
Step 4: Assigned staff to undertake appropriate action, i.e. coordination with client and prospective investors, CSW, endorsement, technical assistance, relative to the request and submit report and/or required output to Supervisor/s for endorsement/approval Concerned IPD Staff

Step 5: Assigned staff to facilitate release of approved report and/or required output to client

 Concerned IPD Staff
 
9      Request for Certificate of Employment from Resigned Employees     Step 1: Client to submit letter of request to the Guard-on-Duty or make request via Email, Facebook message or Telephone call Guard-on-Duty
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel. No. (082) 221-1345
Facebook: Mindanao Development Authority		 3 days    Request thru email, phone call or Facebook message

Formal letter of request		 None
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS); For telephone call, Guard-on-Duty to forward call to the HR Unit Records Officer/
HR Personnel
Step 3: TS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to Office for Finance and Administrative Services OFAS (OFAS)-Human Resource Management and Development Unit (HRMD Unit) OED
Step 4: Assigned HR staff to prepare Certificate of Employment (COE) and submit to Supervisor/s for endorsement/approval HRMD Unit
Step 5: Assigned staff to facilitate release of approved report and/or required output to client HRMD Unit 
 
10     Request for Clearance of Retired/Resigned/Separated Employees     Step 1: Client to submit letter of request to the Guard-on-Duty Guard on Duty Within 15 days upon request  Formal letter of request      None     
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to OFAS/HRMD Unit  OED
Step 4: Assigned HR staff to facilitate issuance of Clearance HRMD Unit
Step 5: Assigned staff to facilitate release of duly-accomplished Clearance to client HRMD Unit 
 
11  Certificate of Appearance of government personnel attending meetings within MinDA Office   Step 1: Concerned division/staff organizing the meeting to facilitate issuance of Certificate of Appearance to be signed by the OFAS Director  Concerned Division   Within 15 minutes Personal Request None
Step 2: Concerned division/staff to facilitate release of duly-signed Clearance to client
 
12     Request for Procurement-related information     Step 1: Client to submit letter of request to the Guard-on-Dut  Guard on Duty Within the day upon receipt Formal request letter None
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer 
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to MinDA Bids and Awards Committee (BAC)/BAC Secretariat OED
Step 4: BAC Secretariat to undertake appropriate action on the request and submit output to BAC for approval BAC and BAC Secretariat
Step 5: BAC Secretariat to facilitate release of requested information to client BAC Secretariat
 
13     Request for Adjustment of wage increase due to DOLE Wage Orders     Step 1: Client to submit letter of request to the Guard-on-Duty Guard on Duty Within 5 days upon reques      Formal Letter of request None    
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS)   Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to Administrative Division  OED
Step 4: Administrative Division forwards letter to Procurement Unit for verification of latest Wage Order then forwards to Finance Unit as reference in the validation of increased billing by the service provider. Administrative Division/Procurement Unit and Finance Division 
Step 5: Procurement Officer to acknowledge receipt of client’s request and inform client of the actions taken relative to the request   Procurement Officer
 
14     Performance Evaluation of Security and Janitorial Services     Step 1: Client to submit letter of request to the Guard-on-Duty Guard on Duty  Within 15 days upon receipt Formal letter of request None     
Step 2: Letter of request forwarded to the Records Section for recording in the Document Tracking System (DTS) Records Officer
Step 3: DTS-recorded document forwarded to the Office of the Executive Director (OED) for instruction/routing to Administrative Division OED
Step 4: Assigned  staff to undertake appropriate action on the request and submit output to Supervisor/s for endorsement/approval  Administrative Division
Step 5: Assigned  staff to facilitate release of Performance Evaluation Report to client  Administrative Division