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 was mandate 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 and our partners in the national government and local government sectors.

  1. Response to the Queries/Requests for Information on GAD matters (including requests for IEC materials);
  2. Referral to the Service Providers regarding concerns on women’s human rights [including referrals for Violence Against Women (VAW)-related cases];
  3. Response to the Requests for Technical Assistance on Gender Mainstreaming for Government Instrumentalities; and
  4. Response to the Requests for Submission of GPBs through the Gender Mainstreaming Monitoring System (GMMS).

 Type of Frontline Service

Fees

Forms

Turn Around Time (TAT)

Person/s-in-Charge

I.      Response to the Queries/Requests for Information on GAD Matters (including requests for IEC materials)

None

Client Request and Feedback Form (CRFF)

Walk-in: 15-120 minutes

 

Phone: 15-30 minutes

 

Email: 3 working days

Information Desk Officer - Corporate Affairs and Information Resource Management Division (CAIRMD)

 II.    Referral to the Service Providers regarding concerns on Women’s Human Rights (including referrals for VAW-related cases)

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 for Government Instrumentalities

None

CRFF

Walk-in: 30-120 minutes

 

Phone: 15-30 minutes

 

Letter/Email:

-    within 3 WD for simple request;

-    within 7 WD for complex request

Assigned Technical

Officers from the following Divisions:

 

Policy Development, Planning, Monitoring, and Evaluation Division (PDPMED)

 

Sectoral Coordination Division (SCD)

Technical Services and Regional Coordination Division (TSRCD)

IV.    Response to the Requests for the Submission of GPBs through the Gender Mainstreaming Monitoring System (GMMS)

None

CRFF

Walk-in: 30-120 minutes

 

Phone: 15-30 minutes

Letter/Email:

 

-  within 3 WD for simple request;

 

-  within 7 WD for complex request

GMMS Helpdesk Officer

 

I. Response to Queries/Information Assistance on GAD matters (including request for IEC materials)

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

Public and 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.

The Security Guard requests the client/s to fill out the CRFF where the nature of the request is indicated.

10 minutes

Security Guard

None

CRFF

2

Proceeds to the concerned Division/Unit and is accommodated by the Information Desk Officer

The Security Guard refers the request to the concerned Division/Unit.

2-5 minutes

Information Desk Officer- CAIRMD

None

CRFF

3

 

Provides the following necessary services:

a.    

b.   Library and publication services: If the inquiries are related to library research/works, and requests for IEC materials for information dissemination

15-120 minutes

Information Desk Officer/Librarian-CAIRMD

None

CRFF

4

Accomplishes the CRFF and drops it at the box located at the PCW lobby guard.

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.

60 minutes

HR Management Officer II

 

Chief Administrative Officer

 None

CRFF

5

 

The HRMDS presents the feedback or evaluation results to the Management Committee (MANCOM) every 5th day of the month.

30 minutes

HRMD Section

 

Chief Administrative Officer

 

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

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

The Security Guard requests the client/s to fill out the CRFF where the nature of the request is indicated.

10 minutes

Security Guard

None

CRFF

2

Proceeds to the concerned Division/Unit and is accommodated by the Information Desk Officer

The Security Guard refers the request to the concerned Division/Unit.

2-5 minutes

Information Desk Officer- CAIRMD

None

CRFF

3

 

Provides the following necessary services:

c.    

d.   Library and publication services, if the inquiries are related to library research/works, and requests for IEC materials for information dissemination.

15-120 minutes

Information Desk Officer/Librarian-CAIRMD

None

CRFF

4

Accomplishes the CRFF and drops it at the box located at the PCW lobby guard.

The 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) the results of the evaluation.

60 minutes

HR Management Officer II

 

Chief Administrative Officer

 None

CRFF

5

 

Presents the feedback or evaluation results to the Management Committee (MANCOM) every first Monday of the month.

30 minutes

HRMD Section

 

Chief Administrative Officer

 

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

Calls the PCW Trunk line Nos.: 7351654, 7365249, 7367712 local 101 or 122 or 131. 

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

15-30 minutes

Security Guard

 

Information Desk Officer-CAIRMD

None

Online Services Log Form

2

Provides the necessary details of the requests/inquiries.

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

 

15-120 minutes

Information Desk Officer/Librarian-CAIRMD

None

Online Services Log Form

 

 

If the materials requested are available as hardbound materials, 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.

 

 

 

 

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

Transmits a formal letter of inquiry to PCW addressed to the Executive Director and indicates important details about the inquiry.

Forwards letters of request to the Records Section for recording in the Document Tracking System (DTS) before transmitting to the Office of the Executive Director (OED).

30 minutes upon receipt of request

Information Desk Officer-CAIRMD

None

DTS

2

 

The OED checks/reviews the DTS and transmits it to the appropriate Divisions for proper instructions in the provision of technical assistance (TA).  

30 minutes upon receipt of request

Administrative Assistants

None

DTS

3

 

Acknowledges or replies to clients’ queries and provides services to the requesting client.

3 WD

Information Desk Officer-CAIRMD

 

Reply letter

END OF TRANSACTION

 

II. Referral to the Service Providers regarding Concerns on Women's Human Rights (including referrals for VAW-related cases)

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

None

a.  For walk-in clients:

    15-120 minutes

 

b.  For phone queries:

    15-30 minutes

 

c.  For email queries:

    3 WD

Information Desk Officer – CAIRMD

 

Information Officer II – 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.

The Security Guard requests the client to fill out the CRFF where the nature of the request and concerned Division are indicated.

10 minutes

Security Guard

None

CRFF

2

Proceeds to the concerned Division/Unit and is accommodated by the Information Desk Officer or to the staff of the Inter-Agency Committee IACVAWC

The Security Guard refers the client to the concerned Information Desk Officer or the IACVAWC staff to render the needed service.   

2-5 minutes

Information Desk Officer- CAIRMD

 

IACVAWC

None

CRFF

3

 

Information and referral assistance, if the inquiries are related to information on Gender Equality and Women’s Empowerment including VAW concerns, and/or refers them to other agency, if needed.

15-120 minutes

Information Officer II-CAIRMD

 

Information Officer II-IACVAWC

None

CRFF

4

Accomplishes the CRFF and drops the accomplished Form at the box located near the PCW lobby guard.

The HRMDS then collects the accomplished CRFF daily (after office hours), processes its results, and provides report to AFD-CAO the results of the evaluation.

60 minutes

HR Management Officer II

 

Chief Administrative Officer

 None

CRFF

5

 

Presents the feedback or evaluation results to the Management Committee (MANCOM) every first Monday of the month.

30 minutes

HRMD Section

 

Chief Administrative Officer

 

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

Calls the PCW Trunk line Nos.: 7351654, 7365249, 7367712 local 101 or 122 or 131. 

Receives phone inquiries related to GAD information and referral services requested by private individuals and institutions; and forwarded the calls to the Information Desk at CAIRMD.

15-30 minutes

Security Guard

None

Phone Logbook

2

Provides the necessary details of the requests/inquiries.

For phone requests, the Information Officer directly responds to the client.

 

If a referral is needed, the Information Officer prepares a referral letter using the template and sends it to the concerned agency, copy furnish the client.

15-120 minutes

Information Officer II-CAIRMD

 

Information Officer II-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

Transmits a formal letter of inquiry to PCW addressed to the Executive Director and indicates important 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

Information Desk Officer-CAIRMD

None

DTS

2

 

The OED checks/reviews the DTS to determine proper instructions and transmittal of DTS to the appropriate Divisions.

30 minutes upon receipt of request

Administrative Assistants

 

Information Officer II-CAIRMD

 

Information Officer II-IACVAWC

None

DTS

3

 

Acknowledges and/or replies to the queries, and provides services to the requesting client

3 WD

Information Officer II-CAIRMD

 

Information Officer II-IACVAWC

 

 

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
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 minutes

 

15-30 minutes

 

Letter/Email:

 

-  within 3 WD for simple request

 

-  within 7 WD for complex request

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.

The Security Guard asks the client to fill out the CRFF where the nature of the request and concerned Division are indicated.

10 minutes

Security Guard

None

CRFF

2

Proceeds to the office of the responding PCW Division and gives the CRF 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 minutes or beyond (depending on the clients’ needs)

Assigned Technical Officers from TSRCD, SCD, and PDPMED

None

CRFF

3

Accomplishes and drops the CRFF in the designated box located at the PCW Lobby.

Provides the client with a printed copy of the CRFF

1-2 minutes

Assigned Technical Officers from TSRCD, SCD, and PDPMED

None

CRFF

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 Technical Services and Regional Coordination Division (TSRCD) at Trunk line Nos.: 7351654, 7365249, 7367712 local 110 and/or at Direct Line: 7354763.  

The Security Guard accepts the call, inquires the nature of the call from the client, and refers to the appropriate Division/section.

1-5 minutes

Administrative Assistant of the concerned Division

None

 Logbook of TAs via phone calls

2

 

Accepts the client’s call, and discusses the nature of the request and the need for technical assistance

1-5 minutes

Assigned Technical Officer of the concerned Division

None

 Logbook of TAs via phone calls

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

Transmits a formal letter of inquiry to PCW via email:

oed@pcw.gov.ph and indicates important details about the inquiry.

 

 

Checks the nature of the request and encodes/records in the DTS

5-10 minutes

Executive Support Group

Records Section

None

DTS

2

 

Forwards to the OED the emails received by the Divisions

1-10 minutes

Assigned Technical Officer of the concerned Division

None

 

3

 

Provides the necessary information and/or referral for needed assistance to other service providers (e.g. DSWD, DOH, etc.)

1-7 WD depending on the nature of the request

Assigned Technical Officer of the concerned Division

None

 

4

 

Updates the DTS for the actions taken

1-5 minutes

Assigned Technical Officer of the concerned Division

None

DTS

END OF TRANSACTION

 

IV. Response to the Requests for the Submission of GPBs through the GMMS

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/

Signed Agency Registration Form for GMMS User Account

 

For Phone: None

 

For Email queries:

Letter of Request for TA

120-240 minutes

 

 

15-90 minutes

 

 

5-24 working hours (depending on the request)

GMMS Helpdesk Officer

 

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.

The Security Guard asks the client to fill out the CRFF where the nature of the request and concerned Division are indicated.

10 minutes

Security Guard

None

CRFF

2

Proceeds to GMMS Helpdesk and assigns a Technical Officer in providing the assistance

Provides the following necessary services:

 

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

b.   If the client agency IS NOT REGISTERED to 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 boxes and summarizes the feedback or evaluation from 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

Turn Around Time (TAT)

Person/s-in-Charge

Fees

Form

1

Calls the PCW Trunk line Nos.: 7351654, 7365249, 7367712 local 101 or 117; and provide the necessary details of the request/ inquiries. 

Provides the following necessary services:

 

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

b.   If the client agency IS NOT REGISTERED to 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.

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

Turn Around Time (TAT)

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 the nature of the request and encodes/records in the DTS

30 minutes upon receipt of request

GMMS Helpdesk Officer

None

DTS

2

 

Forwards to the  OED the emails received by the Divisions

30 minutes upon receipt of request

GMMS Helpdesk Officer

None

DTS

3

 

Acknowledges/replies to the queries; and provides the following necessary services:

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

b.   If the client agency IS NOT REGISTERED to 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.

5-24 working hours (depending on the nature of the request)

 

GMMS Helpdesk Officer

None

Email

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.