Citizen's Charter

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 and Mission

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

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

Fees

Forms

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 WD

Information Desk Officer – CAIRMD

 

Inter-Agency Council on Violence against Women and their Children (IACVAWC)

III.      Response to Requests for Technical Assistance on Gender Mainstreaming from National and Local Government Sectors

None

CRFF

Walk-in: 30-120 minutes

 

Phone: 15-30 minutes

 

Letter/Email:

-    within 3 WD for simple requests

-    within 7 WD for complex requests

-    with 20 WD 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 WD

Information Desk Officer- CAIRMD

 

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 client/s pass through the Security Guard for identification and filling-out of 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

15-120 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

 

CAO

 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-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 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

 

IDO-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 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 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 WD

IDO–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

IDO-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 from National and Local Government Sectors

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

·  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 TA

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

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

Turn 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

30minutes

Assigned Technical Officer of the concerned Division

None

DTS

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:

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