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 oed@pcw.gov.ph.

Quality Policy Statement

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.

Frontline Services

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

I. Response to the Queries/Requests for Information on GAD;
II. Referral to the Service Providers regarding concerns on Women’s Human Rights; and
III. Response to the Requests for Technical Assistance on Gender Mainstreaming from National and Local Government Sectors.

Type of Frontline Service	Fee	Form	Turn Around Time (TAT)	Person/s In-charge
I. Response to the Queries/Requests for Information on GAD	None	Client Request and Feedback Form (CRFF)	Walk-in: 15-120 minutes Phone: 15-30 minutes Email: 3 working days (WD)	Information Desk Officer – Corporate Affairs and Information Resource Management Division (CAIRMD)
II.Referral to the Service Providers regarding concerns on Women’s Human Rights	None	CRFF	Walk-in: 15-120 minutes Phone: 15-30 minutes Email: 3 working days (WD)	Information Desk Officer – CAIRMD Inter-Agency Council on Violence against Women and their Children (IACVAWC)
III.Response to the Requests for Technical Assistance onGender Mainstreaming from National and Local Government Sectors	None	CRFF	Walk-in: 30-120 minutes Phone: 15-30 minutes Letter/Email/: – within 3 working days for a simple requests -within 7 working days for complex requests -with 20 working days for Highly Technical Transactions	Assigned Technical Officers from the following Divisions: 1) Technical Services and Regional Coordination Division (TSRCD) 2) Sectoral Coordination Division (SCD) 3) Policy Development, Planning, Monitoring, and Evaluation Division (PDPMED)

I. Response to Queries/Information Assistance on GAD

Schedule of Availability of Service	Who May Avail of the Service	What are the Requirements	Turn Around Time (TAT)	Person/s In-charge
Monday to Friday 08:00am-05:00pm without noon break	General Public, Private Sectors, Government Instrumentalities	None (for walk-in clients and phone inquiries) Letter requests (for email and/or website queries)	a. For walk-in clients: 15-120 minutes b. For phone queries: 15-30 minutes c. For email and/or website queries: 3 working days	Information Desk Officer- CAIRMD

How to Avail of the Service: a. FOR WALK-IN-CLIENTS

Step	Client	Service Provider	Processing Time	Turn Around Time (TAT)	Fees	Form
1.	All client/s pass through the Security Guard for identification and filling out the CRFF.	Requests the client/s to fill out the CRFF, where the nature of the request is indicated, and refers the request to the concerned Division	2-5 minutes	Security Guard	None	CRFF
2	Proceeds to the Information Desk Officer (IDO)	Provides the following necessary services: a. b. Library and publication services for IEC materials and inquiries related to library research	15-30 minutes	IDO / Librarian-CAIRMD	None	CRFF
3	Accomplishes the CRFF and drops it at the box located at the PCW lobby	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	60 minutes	HR Management Officer Chief Administrative Officer	None	CRFF
4		Presents the feedback and evaluation results to the Management Committee (MANCOM) every 1st Monday of the month for information and action as needed	30 minutes	AFD- Chief Administrative Officer Management Committee	None
*****************************END OF TRANSACTION*******************************

How to Avail of the Service: b. FOR TELEPHONE INQUIRIES

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s In-charge	Fees	Form
1	Calls the PCW Trunk line Nos.: Calls the PCW Trunk line Nos. (632) 8735-1654 and 8736-5249\| Fax Number: 87364449 Direct line (CAIRMD): (632) 8352-5372	Receives phone inquiries related to GAD and referral services requested by private individuals and institutions, and forwards the calls to the Information Desk of CAIRMD	1-2 minutes	Security Guard Information Desk Officers-CAIRMD	None
2	Provides the necessary details of the requests/inquiries.	In case of library research-related inquiries, the IDO/Librarian coordinates with the requesting party/clients on the details of the inquiry, and determines if these are available in hardbound form or digital collection. If the requested materials are available in hardbound form, the IDO/Librarian coordinates with the requesting agency for pick-up of the materials. The IDO/Librarian coordinates with the requesting agency to schedule the pick-up. If the requested materials are already available on-line, the concerned agency is referred to the PCW website under its digital collection.	15-30 minutes	IDO / Librarian-CAIRMD	None	Online Services Logform
*****************************END OF TRANSACTION*******************************

Step

Client

Service Provider

Turn Around Time (TAT)

Person/s In-charge

Fees

Form

Calls the PCW Trunk line Nos.:
Calls the PCW Trunk line Nos. (632) 8735-1654 and 8736-5249| Fax Number: 87364449 Direct line (CAIRMD): (632) 8352-5372

Receives phone inquiries related to GAD and referral services requested by private individuals and institutions, and forwards the calls to the Information Desk of CAIRMD

1-2 minutes

Security Guard

Information Desk Officers-CAIRMD

None

Provides the necessary details of the requests/inquiries.

In case of library research-related inquiries, the IDO/Librarian coordinates with the requesting party/clients on the details of the inquiry, and determines if these are available in hardbound form or digital collection.

If the requested materials are available in hardbound form, the IDO/Librarian coordinates with the requesting agency for pick-up of the materials. The IDO/Librarian coordinates with the requesting agency to schedule the pick-up.

If the requested materials are already available on-line, the concerned agency is referred to the PCW website under its digital collection.

15-30 minutes

IDO / Librarian-CAIRMD

None

Online Services Logform

*******************************END OF TRANSACTION*********************************

How to Avail of the Service: c. INQUIRIES FROM EMAIL

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s In-charge	Fees	Form
1	Sends a formal letter to PCW addressed to the Executive Director with details about the inquiry	Forwards letters of request to the Records Section for recording in the Document Tracking System (DTS)	30 minutes upon receipt of request	Office of the Executive Director Records Officer (Records Section)	None	DTS
2		Inputs the request to the DTS for instructions of the ED/OIC	30 minutes upon receipt of request	IDO-CAIRMD	None	DTS
3		Checks/reviews the DTS and transmits it to Information Desk Officer with proper instructions in the provision of Information on GAD	30 minutes upon receipt of request	Senior Administrative Assistant IDO-CAIRMD	None	DTS
4		Provides the needed information to the requesting client	3 WD	IDO-CAIRMD
5		Updates the DTS for the results of the assistance provided	30 minutes	IDO-CAIRMD
*****************************END OF TRANSACTION*******************************

II. Referral to the Service Providers regarding Concerns on Women’s Human Rights

Schedule of Availability of Service	Who May Avail of the Service	What are the Requirements	Turn Around Time (TAT)	Person/s In-charge
Monday to Friday 08:00am-05:00pm without noon break	Walk-in Clients with VAW-related cases Interested individuals (i.e., researchers, lecturers/professors, and students) who may send their inquiries thru email or call thru phone	None	a. For walk-in-clients: 15-120 minutes b. For phone queries: 15-30 minutes c. For email queries: 3 working days	Information Desk Officer – CAIRMD Information Officer – IACVAWC

How to avail of the Service: a. FOR WALK-IN-CLIENTS

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	All clients pass through the Security Guard for identification and filling-out of the Client CRFF.	Requests the client to fill out the CRFF where the nature of the request, and the concerned Division, are indicated; Refers the client to the IDO or the IACVAWC staff to render the needed service	2-5 minutes	Security Guard	None	CRFF
2	Proceeds to the concerned Division/Unit and is accommodated by the IDO or to the staff of the Inter-Agency Committee IACVAWC	Provides information and referral assistance, for inquiries related to Gender Equality and Women’s Empowerment including VAW	15-120 minutes	Information Desk Officer- CAIRMD	None	CRFF
3	Accomplishes the CRFF and drops the accomplished Form at the box located near the PCW lobby	Collects the accomplished CRFF daily (after office hours), processes its results, and provides the results of the evaluation to the AFD-CAO	60 minutes	HR Management Officer AFD-CAO	None	CRFF
4		Presents the feedback or evaluation results to the Management Committee (MANCOM) every 1st Monday of the month for information and action as needed.	30 minutes	AFD-CAO Management Committee	None
*************************END OF TRANSACTION*************************

How to Avail of the Service: b. FOR TELEPHONE INQUIRIES

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	Calls the PCW Trunk line Nos. (632) 8735-1654, 8736-5249	Receives inquiries related to GAD information and referral services requested by private individuals and institutions, and forwards the calls to the IDO of CAIRMD or a staff from the IACVAWC Secretariat	1-2 minutes	Security Guard	None
2		Receives the call/s forwarded by the Security Guard and inquires about the nature of request from the client	1-2 minutes	IDO -CAIRMD Information Officer -IACVAWC	None
3	Provides the necessary details of the requests/inquiries.	If a referral is needed, the IDO prepares a referral letter using the template and sends it to the concerned agency, copy furnish the client.	15-30 minutes	IDO -CAIRMD Information Officer -IACVAWC	None	Online Services Log Form
*************************END OF TRANSACTION*************************

How to avail of the Service: c. INQUIRIES FROM EMAIL

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	Sends a formal letter of inquiry to PCW addressed to the Executive Director with details about the inquiry	Forwards request to the Records Section for recording in the DTS before transmitting to the Office of the Executive Director (OED)	30 minutes upon receipt of request	Records Officer (Records Section) IDO-CAIRMD	None	DTS
2		Inputs the request of the client to the DTS for instructions by the ED/OIC	30 minutes upon receipt of request	Records Officer (Records Section)	None
3		Checks/Reviews the DTS to provide instructions to the CAIRMD and IACVAWC Secretariat	30 minutes upon receipt of request	Administrative Assistants IDO-CAIRMD Information Officer-IACVAWC	None	DTS
4		Acknowledges / replies to the queries and provides services to the requesting client	Within 4 WD for simple requests; Within 7 WD for complex requests; and Within 20 WD for highly technical transactions	IDO -CAIRMD Information Officer –IACVAWC
5		Updates the DTS for the actions taken	30 minutes	Assigned Technical Officer of the concerned Division	None	DTS
*************************END OF TRANSACTION*************************

III. Response to Queries on Technical Assistance on Gender Mainstreaming for Government Instrumentalities

Schedule of Availability of Service	Who May Avail of the Service	What are the requirements	Turn Around Time (TAT)	Person/s-In-Charge
Monday to Friday 8:00am-5:00pm without noon break	National and Sub-national Government Agencies State Universities and Colleges Government Owned and Controlled Corporations Judiciary Congress Constitutional Bodies Local Government Units	For Walk-in: None For Phone: None For Email queries: Letter of Request for Technical Assistance	30-120 minutes 15-30 minutes Letter/Email: – within 4 WD for simple request – within 7 WD for complex request – Within 20 WD for Highly Technical Transactions	Assigned Technical Officers from TSRCD, SCD and PDPMED

How to Avail of the Service: a. FOR WALK-IN CLIENTS

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	All clients pass through the Security Guard for identification and filling-out of the CRFF.	Requests the client to fill out the CRFF where the nature of the request and concerned Division are indicated, and refers the clients to the concerned Division	2-5 minutes	Security Guard	None	CRFF
2	Proceeds to the office of the responding Division and gives the CRFF to the staff providing the service. Following is the list of Divisions and their corresponding locations: • TSRCD – 2nd floor, Annex Building • SCD – 4th floor, Annex Building • PDPMED – 2nd floor, Main Building	Reviews the nature of the request and provides the necessary information and/or technical assistance	30-120 minutes (depending on the clients’ needs)	Assigned Technical Officers from TSRCD, SCD, and PDPMED	None	CRFF
3	Accomplishes the CRFF and drops it at the box located at the PCW lobby.	Collects the accomplished CRFF daily (after office hours), processes its results, and provides results of the evaluation to the AFD-CAO	60 minutes	HR Management Officer CAO	None	CRFF
4		Presents the feedback or evaluation results to the Management Committee (MANCOM) every 1st Monday of the month for information and action as needed.	30 minutes	CAO Management Committee/td>	None	None
*****************************END OF TRANSACTION*******************************

How to Avail of the Service: b. FOR TELEPHONE INQUIRIES

Step	Client	Service Provider	Turn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	Contacts the TSRCD at Tel Nos.: 8243-1131 and 8735-8917	Receives phone inquiries related to the needed technical assistance, inquires the nature of the call from the client, and refers to the appropriate Division.	1-2 minutes	Security Guard	None
2		Accepts the client’s call, and discusses the nature of the request and the need for technical assistance	15-30 minutes	Assigned Technical Officer of the concerned Division	None
3		Records in the logbook the actions taken corresponding to the inquiry	1-10 minutes	Assigned Technical Officer of the concerned Division	None	Logbook of TAs via phone calls
*****************************END OF TRANSACTION*******************************

How to Avail of the Service: c. INQUIRIES FROM EMAIL

Step	Client	Service Provider	PTurn Around Time (TAT)	Person/s-In-Charge	Fees	Form
1	Sends a formal letter of inquiry to PCW via email: oed@pcw.gov.ph with details about the request	Forwards request to the Records Section for recording in the DTS before transmitting to the Office of the Executive Director (OED)	30 minutes upon receipt of request	OED	None	DTS
2		Forwards to the OED the emails received by the Divisions	30 minutes upon receipt of the request	Assigned Technical Officer of the concerned Division	None
3		Inputs to the DTS the requests of client for instructions of the ED/OIC	30 minutes upon receipt of request	Assigned Technical Officer of the concerned Division	None	DTS
4		Checks the DTS and provides appropriate instructions to the concerned divisions on the TA requests	1-2 WD	OED
5		Provides the necessary information and/or referral for needed technical assistance on GAD	– within 3 WD for simple request – within 7 WD for complex request – within 20 WD for Highly Technical Transactions	Assigned Technical Officer of the concerned Division	None	Tracking Form for TAs Referred to Other Divisions
6		Updates the DTS for the actions taken	30 minutes	Assigned Technical Officer of the concerned Division	None	DTS
*****************************END OF TRANSACTION*******************************

IV. GAD Plan and Budget (GPB) and Accomplishment Report (AR) Review and Endorsement

Schedule of Availability of Service	Who May Avail of the Service	What are the requirements	Processing Time	Person/s in Charge
Monday to Friday 08:00am-05:00pm without noon break	• National and Sub-National Government Agencies • State Universities and Colleges • Government-Owned and Controlled Corporations • Judiciary • Congress • Constitutional Bodies • Local Government Units	For Walk-in: None / Signed Agency Registration Form for GMMS User Account For Phone: None For written queries: Letter of Request for Technical Assistance	120 – 240 minutes 15-90 minutes Simple Queries: within 2 WD Complex Queries: within 6 WD	GMMS Helpdesk Officer

How to Avail of the Service a. FOR WALK-IN CLIENTS

Step	Client	Service Provider	Processing Time	Person/s in Charge	Fees	Form
1	All clients pass through the Security Guard for identification and filling-out of the CRFF	The Security Guard requests the client to fill out the CRFF where the nature of the request and the concerned Division are indicated.	1-2 minutes	Security Guard	None	CRFF
2	Proceeds to GMMS Helpdesk and assign Technical Officer in providing the assistance	Provides the following necessary services: a If the client agency is registered in the system, the GMMS Helpdesk Officer provides assistance on the use of the GMMS; or b If the client agency registers in the system, the GMMS Helpdesk Officer gives instructions on how to register to the system; or c If the client agency already has a registration form signed by the Head of the Agency, the GMMS Helpdesk Officer registers it to the User Account System.	120-240 minutes	GMMS Helpdesk Officer	None	Signed Agency Registration Form (if applicable) CRFF
3	Drops the accomplished CRFF located at the PCW lobby guard	Collects the accomplished forms from the drop box and summarizes the feedback or evaluation from the clients	60 minutes	HR Management Officer II	None	CRFF
*****************************END OF TRANSACTION*******************************

How to Avail of the Service b. FOR TELEPHONE INQUIRIES

Step	Client	Service Provider	Processing Time	Person/s in Charge	Fees	Form
1	Calls the PCW Trunk line Nos.: 7351654, 7365249, 7367712, local 110, or 117, and provide the necessary details of the request/ inquiries	Provides the following necessary services: a. If the client agency is registered in the system, the GMMS Helpdesk Officer provides assistance on the use of the GMMS; or b.If the client agency registers in the system, the GMMS Helpdesk Officer gives instructions on how to register in the system; or c.If the client agency already has a registration form signed by the Head of the Agency, the GMMS Helpdesk Officer registers it to the User Account System.	15-90 minutes	GMMS Helpdesk Officer	None	Phone Logbook
*****************************END OF TRANSACTION*******************************

Step

Client

Service Provider

Processing Time

Person/s in Charge

Fees

Form

Calls the PCW Trunk line Nos.: 7351654, 7365249, 7367712, local 110, or 117, and provide the necessary details of the request/ inquiries

Provides the following necessary services:

a. If the client agency is registered in the system, the GMMS Helpdesk Officer provides assistance on the use of the GMMS; or

b.If the client agency registers in the system, the GMMS Helpdesk Officer gives instructions on how to register in the system; or

c.If the client agency already has a registration form signed by the Head of the Agency, the GMMS Helpdesk Officer registers it to the User Account System.

15-90 minutes

GMMS Helpdesk Officer

None

Phone Logbook

*******************************END OF TRANSACTION*********************************

How to Avail of the Service c. INQUIRIES FROM EMAIL

Step	Client	Service Provider	Processing Time	Person/s in Charge	Fees	Form
1	Transmits a formal letter of inquiry to PCW via email: oed@pcw.gov.ph and indicates important details about the inquiry.	Checks about the nature of the request and encodes/records in the DTS	30 minutes upon receipt of request	GMMS Helpdesk Officer	None	Document Tracking System (DTS)
2		Forwards to the OED the emails received by the Divisions	30 minutes upon receipt of request	GMMS Helpdesk Officer	None	Document Tracking System (DTS)
3		Acknowledges/replies to the queries and provides the following necessary services: a.. If the client agency is registered in the system, the GMMS Helpdesk Officer provides assistance on the use of the GMMS; or b. If the client agency registers in the system, the GMMS Helpdesk Officer gives instructions on how to register to the system; or c.If the client agency already has a registration form signed by the Head of the Agency, the GMMS Helpdesk Officer registers it to the User Account System.	Simple Queries: within 2 WD Complex Queries: within 6 WD	GMMS Helpdesk Officer	None	Written
*****************************END OF TRANSACTION*******************************

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 oed@pcw.gov.ph.

Related File: Citizen’s Charter Handbook.pdf