Citizen's Charter - Philippine Commission on Women

Citizen’s Charter

The Philippine Commission on Women

The Philippine Commission on Women (PCW) is the primary policy-making and coordinating body on women and gender equality concerns. As the oversight body on women’s concerns, PCW acts as a catalyst for gender mainstreaming, an authority on women’s concerns, and a lead advocate on gender equality, women’s empowerment, and women’s human rights.

The PCW, formerly known as the National Commission on the Role of Filipino Women (NCRFW), was established on 7 January 1975. It was renamed Philippine Commission on Women and its mandate was expanded through Republic Act 9710, otherwise known as the Magna Carta of Women (MCW), which was signed on August 14, 2009.

Vision Statement

To be the premier policy-making and oversight agency successfully influencing development efforts towards gender equality and the empowerment of all women and girls.

Mission Statement

Create an enabling environment for government and other stakeholders to be more responsive in achieving gender equality and the empowerment of all women and girls.

Core Values

Passion for Excellence, Professionalism, Integrity, Teamwork, Accountability

Feedback and Redress Mechanisms

For our Clients and Partners:

We value your opinion and feedback on the services we provide. Please help us improve our services by giving us your feedback using any of the following means:

By accomplishing the Client Request and Feedback Form (CRFF); and /or
Sending us an email at records@pcw.gov.ph.

Service Pledge

PCW, a policy-making and coordinating body on gender equality and women’s empowerment, commits to sustain the promotion of women’s socio-cultural, economic, civil, and political rights thru the provision of:

• Relevant and responsive policy development, advocacy, monitoring and evaluation; and
• Appropriate and strategic technical assistance.

As public servants working in PCW, we strive to develop competence and expertise on Gender and Development (GAD) and deliver our products and services through efficient, inclusive, and innovative processes. To achieve these, we shall continually improve the effectiveness of our Quality Management System (QMS) and our products and services to the satisfaction of our clients and relevant interested parties, in accordance with statutory and regulatory requirements.

External Services

PCW is committed to provide the following external services to help the general public, the private sector, and our clients in the national government and local government sectors.

I. Provision of GAD Information and Referral Services;
II. Referral to the Service Providers regarding concerns on Women’s Human Rights;
III. Provision of Responsive GAD Technical Assistance;
IV. Review and Endorsement of GAD Plan and Budget (GPB); and
V. Responding to Requests for Technical Inputs on Bills/Policies

Provision of GAD Information and Referral Services

This includes the provision of relevant information on GAD-related concerns, referral to appropriate government agency for concerns that are beyond the mandate of PCW for private institutions and individual. This services also covers the operations of PCW library which includes the IEC/publication distribution services.

Office or Division	Corporate Affairs and Information Resource Management Division (CAIRMD)
Classification	Simple Transactions: GAD-related information that is readily available, either as a publication material or as an unpublished but finalized material. Complex Transactions: GAD-related information that is not readily available, requiring the review and approval of appropriate authorities prior to release. Highly Technical Transactions: GAD-related information that is not readily available and require further research, consultation with other stakeholders, processing of raw tables from available databases, or review/approval of PCW Board.	Total Processing Time	Simple Transactions: within 3 Working Days Complex Transactions: within 7 Working Days Highly Technical Transactions: within 15 Working Day
Type of Transaction	Government to Citizen, Government to Government (for Library Services)	Fees to be paid	None
Who may avail	General Public, Private Sectors, Government Instrumentalities (for Library Services)
Documentary requirements		Where to secure
For Walk-in Clients: Visitor’s log Client Request and Feedback Form (CRFF) For Written Requests: Letter Request		Security Guard

Client Steps	Agency Actions	Person in Charge	Processing Time
Walk-in Client
1. All client/s pass through the Security Guard for identification and other security procedure.	1.1 The Security Guard requests the client/s to fill out the CRFF where the nature of the request is indicated.	Security Guard	2-5 minutes
	If nature of the request is GAD information or Library and Publications, the Security Guard refers the client to the Information Desk Officer of the Corporate Affairs and Information Resource Management Division.	Security Guard	2-5 minutes
2. Clients to proceed to the designated area to meet the Information Desk Officer	2.1 Provides the requested information if available in PCW or advices the client on where to get the unavailable information, when applicable.	Information Desks – CAIRMD	15-120 minutes
	2.2 Assists the client in finding appropriate reading materials from library reserved collection or provides free copies of PCW publications.	Librarian	15-120 minutes
3. Accomplishes the Feedback on PCW Services and Facilities portion of the CRFF and drops it at the box located at the PCW lobby	3.1 The Human Resource Management and Development Section (HRMDS) then collects the accomplished CRFF daily (after office hours), processes its results, and provides report to the Administration and Finance Division – Chief Administrative Officer (AFD CAO) on the results of the evaluation	HR Management Officer II Chief Administrative Officer	60 minutes
	3.2 Presents the feedback and evaluation results to the Management Committee (MANCOM) for information and action as needed	Chief Administrative Officer, Management Committee	30 minutes
Telephone Inquiries
1. Calls the listed PCW phone numbers to request for GAD information and referral services	1.1 Receives phone inquiries related to GAD and referral services requested by private individuals and institutions, and forwards the calls to the Information Desk Officer of CAIRMD.	Security Guard (trunk line) Information Desk Officer – CAIRMD (direct line)	1-2 minutes
2. Provides the necessary details of the requests/inquiries.	2.1 Directly responds to simple inquiries.	Information Desks Officer– CAIRMD / Librarian	15-30 minutes
	2.2 For complex inquiries needing specific details or clearance from the management, advices the client to send a written request providing specific details on the nature and purpose of the requested information.
	2.3 For library research or request for PCW publications, refers the client to the PCW digital library or arranges schedule of pick-up of available PCW publications.
	2.4 Records the details of the service provided in the GAD IRS Online Monitoring Form.
Written Inquiries/Requests
1. Sends letter to PCW (e-mail/ courier/postal service/fax) indicating important details about the inquiry.	1.1 Receiving division/unit forwards letter of request to the Records Section for recording in the Document Tracking System (DTS) (requests/inquiries received through email)	Records Officer or Division/Unit that receives an e-mail	30 minutes upon receipt of request
	1.2 Record Section inputs the request to the DTS for instructions of the ED/OIC and forward to CAIRMD if the request falls under the GAD Information and Referral Service	Records Officer, Office of the Executive Director	Simple – within 3 working days Complex – within 7 working days Highly Technical – within 15 working days
	1.3 Checks the DTS and respond to the request/inquiry of the client	Information Desk Officer – CAIRMD
	1.4 Updates the DTS on the actions taken and on the status of the assistance provided	Information Desk Officer - CAIRMD	30 minutes

Referral to the Service Providers regarding concerns on Women’s Human Rights

This includes the provision of information and referral services relevant to Violence Against Women and their Children, other women’s human rights and related-laws.

Office or Division	Corporate Affairs and Information Resource Management Division and Inter-Agency on Violence Against Women and Their Children (IACVAWC)
Classification	Simple Transactions: information is readily available. Complex Transactions: information is not readily available, requiring the review and approval of appropriate authorities prior to release. Highly Technical Transactions: information is not readily available and require further research, consultation with other stakeholders, or review/approval of PCW Board or of the IACVAWC Council	Total Processing Time	Simple Transactions: within 3 Working Days Complex Transactions: within 7 Working Days Highly Technical Transactions: within 15 Working Day
Type of Transaction	Government to Citizen, Government to Government (for Library Services)	Fees to be paid	None
Who may avail	General Public, Private Sectors, Government Instrumentalities (for Library Services)
Documentary requirements		Where to secure
For Walk-in Clients: Visitor’s log Client Request and Feedback Form (CRFF) For Written Requests: Letter Request		Security Guard

Client Steps	Agency Actions	Person in Charge	Processing Time
Walk-in Client
1. All client/s pass through the Security Guard for identification and other security procedure.	1.1 The Security Guard requests the client/s to fill out the CRFF where the nature of the request is indicated. If nature of request is information or referral service, the Security Guard refers the client to the Information Desk Officer. VAW-related concerns are referred to the IACVAWC Secretariat.	Security Guard	2-5 minutes
2. Clients to proceed to the designated area to meet the Information Desk Officer	2.1 Discusses the concern with the client to get relevant information needed to assess the request.	Information Desks – CAIRMD or IACVAWC Secretariat	15-120 minutes
	2.2 Advices the client on the appropriate agency/institution with mandate or competence to provide the needed assistance. When needed, referral letter is provided to the client for presentation to the service provider of another agency/institution.	Information Desks – CAIRMD or IACVAWC Secretariat	15-120 minutes
3. Accomplishes the Feedback on PCW Services and Facilities portion of the CRFF and drops it at the box located at the PCW Guard Area	3.1 The Human Resource Management and Development Section (HRMDS) then collects the accomplished CRFF at end of the day of the last working day of the month, processes its results, and provides report to the Administration and Finance Division – Chief Administrative Officer (AFD CAO) on the results of the evaluation	HR Management Officer II Chief Administrative Officer	60 minutes
	3.2 Presents the feedback and evaluation results to the Management Committee (MANCOM) for information and action as needed	Chief Administrative Officer, Management Committee	30 minutes
Telephone Inquiries
1. Calls the listed PCW phone numbers to request for GAD information and referral services	1.1 Receives phone inquiries related request for information or referral to the service providers on concerns on women’s Human Rights (including referrals for VAW-related cases)	Security Guard (trunk line) Information Desks – CAIRMD or IACVAWC Secretariat (direct line)	1-2 minutes
2. Provides the necessary details of the requests/inquiries.	2.1 Discusses the concern with the client to get relevant information needed to assess the request.	Information Desk Officer or IACVAWC Secretariat	15-30 minutes
	2.2 Advices the client on the appropriate agency/institution with mandate or competence to provide the needed assistance.
	2.3 Records the details of the service provided in the appropriate services log form.
Written Inquiries/Requests
1. Sends letter to PCW (e-mail/ courier/postal service/fax) indicating important details about the inquiry.	1.1 Forwards letter of request to the Records Section for recording in the Document Tracking System (DTS) (requests/inquiries received through email)	Records Officer or Division/Unit that receives an e-mail	30 minutes upon receipt of request
	1.2 Record Section inputs the request to the DTS for instructions of the ED/OIC and forward to CAIRMD for referral to the service providers regarding concerns on women's human rights or to IACVAWC for VAW-referral services	Records Officer, Office of the Executive Director	Simple – within 3 working days Complex – within 7 working days Highly Technical – within 15 working days
	1.3 Checks the DTS and respond to the request/inquiry of the client	Information Desk Officer – CAIRMD or IACVAWC Secretariat
	1.4 Updates the DTS on the actions taken and on the status of the assistance provided	Information Desk Officer – CAIRMD or IACVAWC Secretariat	30 minutes

Provision of Responsive GAD Technical Assistance

This service covers the provision of GAD-related support services to clients in the forms of consultation, advice, capacity building, information and referral, or knowledge products provided by PCW to agencies in order to build their institutional capacities for gender mainstreaming and guide their efforts in pursuit of gender equality and women’s empowerment. It may be responsive to individual agency requests, or proactive assistance provided to sectoral key implementing agencies.

Office or Division	Technical Services and Regional Coordination Division (TSRCD), Policy Development, Planning, Monitoring And Evaluation Division (PDPMED) and Sectoral Coordination Division (SCD)
Classification	Simple, Complex, Highly Technical	Total Processing Time	Simple Transactions: within 3 Working Days Complex Transactions: within 7 Working Days Highly Technical Transactions: within 15 Working Days
Type of Transaction	Government to Government	Fees to be paid	None
Who may avail	Government Instrumentalities
Documentary requirements		Where to secure
For Walk-in Clients: Visitor’s logbook and Client Request and Feedback Form (CRFF) and/or GAD Rapid Assessment Tool for Walk-In Clients For Written Requests: Letter Request		Security Guard

Client Steps	Agency Actions	Person in Charge	Processing Time
Walk-in Client
1. The client shall secure an appointment by sending an email to PCW.	1.1 Prior to the official visit, the client is encouraged to make an appointment by sending an email to PCW specifying the details such as number of visitors, purpose of the visit, among others. 1.2 The assigned GAD Specialist/Officer will coordinate / accommodate the TA request of clients. If a particular GAD Specialist/Officer is specifically requested, s/he will directly coordinate with the client for a common schedule.	Assigned Technical Officer of the concerned Division	10 minutes
2. All clients pass through the Security Guard for identification and other security procedures.	2.1 During the actual visit, the Security Guard requests the clients to fill out the CRFF where the nature of the request is indicated. 2.2 The Security Guard refers the client to the concern division	Security Guard	2-5 minutes
3. Clients to proceed to the designated area to meet the responding Division’s representative	3.1 Reviews the nature of the request and provides the necessary information and/or technical assistance	Assigned Technical Officer of the concerned Division	30-120 minutes (depending on the clients’ needs)
4. Accomplishes the Feedback on PCW Services and Facilities portion of the CRFF and drops it at the box located at the PCW Guard Area	4.1 The Human Resource Management and Development Section (HRMDS) then collects the accomplished CRFF at end of the day of the last working day of the month, processes its results, and provides report to the Administration and Finance Division – Chief Administrative Officer (AFD CAO) on the results of the evaluation	HR Officer Chief Administrative Officer	60 minutes
	4.2 Presents the feedback and evaluation results to the Management Committee (MANCOM) for information and action as needed	Chief Administrative Officer, Management Committee	30 minutes
Telephone Inquiries
1. Calls the listed PCW phone number	1.1 Receives phone inquiries related to the needed technical assistance, inquires the nature of the call from the client, and refers to the appropriate Division	Security Guard (trunk line) Administrative Assistant/GAD Specialist/Officer	1-2 minutes
2. Provides the necessary details of the requests/inquiries.	2.1 Accepts the client’s call, and discusses the nature of the request and the need for technical assistance	GAD Specialist/Officer	15-30 minutes
	2.2 Records the TAs provided via Phone Calls in the Logbook or in the GAD summary report form for phone calls immediately after the phone call/upon reporting to the office	Assigned Technical Officer of the concerned Division	1-10 minutes
Written Inquiries/Requests
1. Sends letter to PCW (e-mail/ courier/postal service/fax) indicating important details about the inquiry.	1.1 Division to forwards letter of request they received to the Records Section for recording in the Document Tracking System (DTS) (requests/inquiries received through email)	Records Officer or Division/Unit that receives an e-mail	Simple – within 3 working days Complex – within 7 working days Highly Technical –within 15 working days
	1.2 Record Section inputs the request to the DTS for instructions of the Executive Director (ED) /OIC for highly technical requests and/or forward directly to TSRCD for technical assistance requests from government agencies	Records Officer, Office of the Executive Director
	1.3 The Administrative Assistant /Assigned GAD specialist/officer monitors, and checks the DTS for any TA requests with instructions from the Office of the Executive Director.	Administrative Assistant (AA)/Assigned GAD specialist/officer
	1.4 The Chief GAD Specialist/Division Chief/Officer-In-Charge provides instructions regarding the requests. TAs from priority agencies shall be forwarded to and coordinated with the Sectoral Coordination Division (SCD). While other TAs, depending on the nature of requests will be forwarded to/coordinated with the concerned Division. e.g. Comments on GPB and GAD AR, Tutorial on GMMS, among others.	The Chief GAD Specialist/Divisio n Chief/Officer- In-Charge
	1.5 The Administrative Assistant updates the DTS for official recording of the instructions to the TA requests received.	Administrative Assistant
	1.6 The assigned GAD Specialist/Officer acts on the instructions of the Chief GAD Specialist/Division Chief/OIC, and updates the DTS for actions taken relevant to the GAD TA request.	GAD Specialist/Officer

Review and Endorsement of GAD Plan and Budget (GPB)

This service covers the review and endorsement of GAD Plans and Budgets (GPB) provided by PCW to agencies to ensure that the submitted GPBs are in accordance with statutory and regulatory requirements and to ensure that plans, programs and activities to be conducted by the agency will contribute to women’s empowerment and gender equality goals.

Office or Division	Technical Services and Regional Coordination Division (TSRCD), Policy Development, Planning, Monitoring And Evaluation Division (PDPMED) and Sectoral Coordination Division (SCD)
Classification	Highly Technical	Total Processing Time	*Within 30 days upon submission* *through the Gender* *Mainstreaming Monitoring* *System (GMMS)*
Type of Transaction	Government to Government	Fees to be paid	None
Who may avail	Government Instrumentalities
Documentary requirements		Where to secure
● GMMS Registration Form ● Issuance of GAD Budget Call		PCW Website

Client Steps	Agency Actions	Processing Time
Submission of GPBs
1. Agencies that do not have or need to update their GMMS user account/s to download the registration form from the PCW website and submit the filled-out registration form for the online submission of their -+GPBs.	1.1 CAIRMD-ICTS receives the filled-out form and creates the GMMS user account of the requesting agency/ies.	15 working hours
	1.2 CAIRMD-ICTS emails the requesting agency/ies their GMMS account username and the guide to activating their GMMS accounts.	15 working hours
	1.3 Upon the agency’s request, new GMMS users are oriented on the use of the system.
2. Agencies submit their GPB through the GMMS.	1.1 Review Moderator tags reviewers based on agreed agency assignments.	30 calendar days
	1.2 Reviewers receive GMMS notifications of their assigned agency GPB and take note of the prescribed period when these documents have to be reviewed and returned to the agencies.
	1.3 Reviewers determine the GPB’s compliance to the minimum 5% GAD budget requirement and to the provisions of the MCW and relevant guidelines on GAD Planning and Budgeting. If found compliant, the reviewer forwards the GPB to the endorser with recommendation for its endorsement. If not compliant to the requirements, the reviewer returns the unendorsed GPB to the GPB owner for enhancement.
2.1 GPB owner of unendorsed GPB requests for reconsideration to submit its revised GPB up to two times.	2.1.1 Reviewers evaluate the request and based on the evaluation, forwards a recommendation to the endorser, and if granted, inform/s the CAIRMD-ICTS to provide the agency access to the GMMS until the set deadline. 2.1.2 Reviewers review the revised GPB. (Section 1.3)	15 calendar days to submit request for reconsideration 91 working hours
2.2 GPB owner of endorsed GPB to print document and submit signed copy of their GPB to COA and PCW.	2.2.1 PDPMED acknowledges receipt of endorsed GPB, records the submission and files the document.	15 working hours
Submission of Adjusted/Recalibrated Endorsed GPB
1. Agency submits a letter outlining the proposed changes to the endorsed GPB to PCW.	1.1 PCW to make an initial assessment if there is indeed a need to adjust or recalibrate the endorsed GPB and/or if the proposed new GAD projects, programs, or activities are acceptable.	91 working hours
	1.2 Once the changes are found to be necessary and acceptable, the agency shall be given access to encode and submit the revisions to the GPB through the GMMS.	15 working hours
	1.3 Reviewer reviews and recommends for re- endorsement of the adjusted GPB.	91 working hours
	1.4 Endorser reviews the recommendations and endorses the GPB.	39 working hours
Client Feedback
1. Agency with endorsed GPB will receive the weblink for accomplishing the GPB Review and Endorsement Process Evaluation Form included in the GMMS generated notification that is sent to agencies upon the endorsement of the GPB. 2. Agency filled-out evaluation form and send to PCW.	1.1 Office of the Deputy Executive Director for Operations (ODDO) with the assistance of the designated reviewer follows up the submission of the filled-out evaluation form.
	1.2 ODDO receives the filled-out forms for processing and analysis and notes comments/remarks to be discussed in the ManCom meeting.

Responding to Requests for Technical Inputs on Bills/Policies

Description of Service:
This service covers the review and provision of inputs or preparation of position papers on
bills/legislative-related documents/policies to integrate women’s issues and GAD concerns.

Office or Division	Policy Development, Planning, Monitoring and Evaluation Division (PDPMED)
Classification	Highly Technical	Total Processing Time	128 working hours
Type of Transaction	Government to Government	Fees to be paid	None
Who may avail	Government instrumentalities
Documentary requirements		Where to secure
Request		N/A

Client Steps	Agency Actions	Person in Charge	Processing Time
Walk-in Client
Sends letter to PCW (e- mail/ courier/postal service/fax) indicating the details of the request.	1.1 Receiving entity/employee forwards the request to the Records Section for recording in the Document Tracking System (DTS).	Records Officer or Division/Unit staff who receives the request	30 minutes upon receipt of request
	1.2 Record Section inputs the request in the DTS for instructions of the ED/OIC and/or forward directly to PDPMED based on PCW’s IOM.	Records Officer, Office of the Executive Director	30 minutes upon receipt of request
	1.3. Once the Division Chief (DC) receives the request from the DTS and/or the instructions from the Executive Director (ED)/Officer-In-Charge (OIC), s/he forwards the request to the technical officer/s who will act on and/or draft the response or prepare the position paper on the bill/s or inputs to the policy/document.	Division Chief	128 working hours from the date of receipt
	1.4. The assigned Technical Officer prepares the inputs/recommendations or position paper on the bill/policy. 1.4.1. If needed, the Technical Officer seeks additional inputs and/or requests data/inputs from other divisions (TSRCD, SCD, CAIRMD, IACVAWC Secretariat) or from other government offices/entities. 1.5. The Technical Officer submits the draft inputs/position paper to the DC.	Assigned Technical Officer
	1.6. The DC reviews the draft response/position paper/inputs and returns the draft to the technical officer for enhancement, if not yet acceptable. Once the position paper/inputs or response to the request is already acceptable, the DC instructs the technical officer to forward the document to the OED for approval/signature or DC submits the document to the ED/OIC for approval/signature.	Division Chief
	1.7.a. The ED/OIC reviews and signs the document, if approved. If there are changes to be made, the document is returned to the DC/technical officer. 1.7.b. The technical officer revises and finalizes the document and resubmits it to the DC for approval then sends it to ED/OIC for signature.	Executive Director/ Officer-In-Charge	24 working hours
	1.8. Once the document is signed by the ED/OIC, the document is returned to the technical officer.	Executive Director/ Officer-In-Charge
	1.9. The technical officer sends the signed document to the requesting agency.	Assigned Technical Officer	30 minutes

Feedback and Complaints Mechanism
How to send a feedback	1. Accomplished the Client Request and Feedback Form (CRFF) given by our security personnel during your visit and drop it at the designated suggestion box near the Guard Station at the entrance; Or by 2. Sending us your feedback through email: records@pcw.gov.ph
How to file a complaint	1. Accomplished the Client Request and Feedback Form (CRFF) given by our security personnel during your visit and drop it at the designated suggestion box near the Guard Station at the entrance; or by 2. Sending us mail or email via email: records@pcw.gov.ph 3. Complaint may also be made through external agencies, such as Anti-Red Tape Authority (ARTA), Presidential Complaint Center (PCC), Contact Center ng Bayan (CCB).
Contact Information of external agencies where to file complaints	Presidential Complaints Center Telephone: 8888 Email: pcc@malacanang.gov.ph CSC Contact Center ng Bayan (CCB) Telephone: 0908-8816565 or 1-6565 Email: email@contactcenterngbayan.gov.ph Anti-Red Tape Authority (ARTA) Telephone: 1-ARTA (2782) Email: complaints@arta.gov.ph

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