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:

  1. By accomplishing  the Client Request and Feedback Form (CRFF); and /or
  2. 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.

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

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.

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

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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