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 catalyst for gender mainstreaming, authority on women’s concerns, and 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 founded on 7 January 1975. It was renamed Philippine Commission on Women and its mandate expanded by Republic Act 9710, otherwise known as the Magna Carta of Women (MCW), 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 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 provide:

  • Appropriate and strategic technical assistance;
  • Relevant and responsive policy development, advocacy, monitoring and evaluation; and
  • Sustained promotion of women’s socio-cultural, economic, civil, and political rights.

As public servants working in PCW, we strive to develop competence and expertise on Gender and Development (GAD) and deliver our services through efficient, inclusive, and innovative processes.

To achieve these, we shall continually improve the effectiveness of our Quality Management System and our services to the satisfaction of our clients and relevant interested parties, in accordance with national and international mandates and requirements.

“EQUAL AND EMPOWERED!”

 

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 filling out the Client Request Form (CRF) and the Client Feedback Form (CFF). Give the completed CRF to the PCW Staff member who shall be assisting you and then drop both the CRF and the CFF in the Suggestion Box located at the PCW lobby;
  1. Sending us an email at elverzosa@pcw.gov.ph; and/or
  2. Leaving a message on our Social Media account –

Website: www.pcw.gov.ph
Facebook: PCWgovph
Twitter: @PCWgovph
Youtube: CommissionOnWomenPH

 

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.

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

II. Referral to the Service Providers regarding concerns on women’s human rights [including referrals for Violence Against Women (VAW)-related cases];

III. Response to the Requests for Technical Assistance on Gender Mainstreaming for Government Instrumentalities; and

IV. 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

Visitors’ Log

Client Request Form (CRF)

Public Information Feedback Form (PIFF)

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

Visitors’ Log

Client Request Form (CRF)

Public Information Feedback Form (PIFF)

Walk-in: 15-120 minutes

Phone: 15-30 minutes

Email: 3 working days

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

Visitors’ Log

Client Request Form (CRF)

Evaluation Form for Technical Assistance (EFTA)

Walk-in: 30-120 minutes

Phone: 15-30 minutes

Letter/Email: within 3 working days for simple request; within 7 days 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

Visitors’ Log

Client Request Form (CRF)

Public Information Feedback Form (PIFF)

Walk-in: 30-120 minutes

Phone: 15-30 minutes

Letter/Email: within 3 working days for simple request; within 7 days 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 working days

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

Fills out the Visitors’ Log Form and accomplishes the Client Request Form (CRF).

Inquires on the nature of the request to determine the appropriate services to refer to.

1-5 minutes

Lobby Guard

Information

Desk Officer-

CAIRMD

None

Visitors’ Log Form

 

Client Request Form (CRF)

2

Proceeds to the Information Desk and gives the CRF to the staff providing the assistance.

Provides the following necessary services:

 

a. Library and publication; and

b. Information and referral assistance

15-120 minutes

Information Desk Officer-

CAIRMD

None

Client Request Form (CRF)

3

Drops the accomplished Public Information Feedback Form (PIFF) located at the PCW Library; and the Client Request Form (CRF) 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

Client Request Form (CRF)

 

Public Information Feedback Form (PIFF)

4

 

Presents the feedback or evaluation results to the Management Committee (MANCOM)

30 minutes

Human Resource Management and Development Unit

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.: 735-1654, 736-5249, 736-7712 local 101 or 122 or 131; and provide the necessary details of the request/ inquiries. 

Provides the following assistance needed:

a. Library and Publication; and

b. Information and Referral Assistance

15-30 minutes

Information Desk Officer-CAIRMD

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

Provides the necessary details about the client and inquiry.

Forwards request to the Records Section for recording in the Document Tracking System (DTS)

30 minutes upon receipt of request

Information Desk Officer-

CAIRMD

None

Document Tracking System (DTS)

2

 

Checks the DTS for the request/inquiries

30 minutes upon receipt of request

Administrative Assistants

Information Desk Officer-

CAIRMD

None

Document Tracking System (DTS)

3

 

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

3 working days

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 working days

Information Desk Officer- CAIRMD

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

Fills out the Visitors’ Log Form and accomplishes the Client Request Form (CRF)

Inquires on the nature of the request to determine the appropriate services to refer to

1-5 minutes

Lobby Guard

None

Visitors’ Log Form

 

Client Request Form (CRF)

2

Proceeds to the Information Desk and gives the CRF to the staff in providing the assistance.

Provides necessary information/referral assistance to queries of clients

15-120 minutes

Information Desk Officer- CAIRMD

 

IACVAWC

None

Public Information Feedback Form (PIFF)

3

Drops the accomplished Public Information Feedback Form (PIFF) located at the PCW Library, and the Client Request Form (CRF) 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

Client Request Form (CRF)

Public Information Feedback Form (PIFF)

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.: 735-1654, 736-5249, 736-7712 local 101 or 122 or 131; and provide the necessary details of the request/ inquiries. 

Provides the needed  information/referral assistance

15-30 minutes

Information Desk Officer-CAIRMD

IACVAWC

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

Provides the necessary details about the client and inquiry.

Forwards the request to the Records Section for proper recording in the Document Tracking System (DTS)

30 minutes upon receipt of request

Information Desk Officer-

CAIRMD

IACVAWC

None

Document Tracking System (DTS)

2

 

Checks the DTS for the request/inquiries from clients

30 minutes upon receipt of request

Administrative Assistants of the Divisions

Information Desk Officer-CAIRMD

IACVAWC

None

Document Tracking System (DTS)

3

 

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

3 working days

Information Desk Officer-CAIRMD

IACVAWC

 

Reply letter

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 Technical Assistance

30 minutes

 

15-30 minutes

 

1-3 working days for simple requests; and 1-7 working days for complex requests

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

Fills out the Visitors’ Log and accomplishes the Client Request Form (CRF).

Inquires on the nature of the request to determine the appropriate PCW Division to refer to

1-5 minutes

Lobby Guard

None

Visitors’ Log Form

 

Client Request Form (CRF)

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

Client Request Form (CRF)

3

Accomplishes and drops the Evaluation Form for Technical Assistance (EFTA) in the designated box located at the PCW Lobby.

Provides the client with a printed copy of the Evaluation Form for Technical Assistance (EFTA)

1-2 minutes

Assigned Technical Officers from TSRCD, SCD, and PDPMED

None

Evaluation Form for Technical Assistance (EFTA)

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.: 735-1654, 736-5249, 736-7712 local 110 and/or at Direct Line: 735-4763.  

Accepts the call and records the nature of the request or inquiry

1-5 minutes

Administrative Assistant of the concerned Division.

None

Phone Logbook

2

 

Refers to the concerned Division to respond to the GAD-related inquiry

1-5 minutes

Assigned Technical Officer of the concerned Division

None

TA Logbook

 

Evaluation Form for Technical Assistance (EFTA)

3

 

Provides the necessary information and/or referral for needed assistance from other service providers

10-30 minutes

Assigned Technical Officer of the concerned Division

None

 

4

 

Records in the logbook the actions taken corresponding to the inquiry

1-10 minutes

Assigned Technical Officer of the concerned Division

None

TA 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

Sends the query or request to PCW via email:

edo@pcw.gov.ph

 

Checks the nature of the request and encodes/records in the Document Tracking System (DTS)

5-10 minutes

Executive Support Group

Records Section

None

Document Tracking System (DTS)

2

 

Forwards to the Office of the Executive Director (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 working days 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

Document Tracking System (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 from 8am to 5pm (flexible working hours)

·  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 Technical Assistance

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

Fills out the Visitors’ Log Form and accomplishes the Client Request Form (CRF)

Inquiries on the nature of the request to determine the appropriate services to refer to

1-5 minutes

Lobby Guard

None

Visitors’ Log Form

 

Client Request Form (CRF)

2

Proceeds to GMMS Helpdesk and gives the Forms (CRF and PIFF) to the assigned 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)

 

Client Request Form (CRF)

 

Public Information Feedback Form (PIFF)

3

Drops the accomplished Public Information Feedback Form (PIFF) located at the PCW Library, and the Client Request Form (CRF) 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

Client Request Form (CRF)

 

Public Information Feedback Form (PIFF)

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.: 735-1654, 736-5249, 736-7712 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 GMMS system, the GMMS Helpdesk Officer gives instruction on how to register to the 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

Provides the necessary details about the client/agency and the query

Forwards request to the Records Section for recording in the Document Tracking System (DTS)

30 minutes upon receipt of request

GMMS Helpdesk Officer

None

Document Tracking System (DTS)

2

 

Checks the DTS for request/inquiries

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 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 GMMS system, the GMMS Helpdesk Officer gives instruction 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

 

 

Date

Name

Sex

Company

Purpose of Visit

Person to Visit

Signature

Time

Security Guard

M

F

In

Out

(If applicable)

CRF Control #

Remarks

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dear Client,

Welcome to the Philippine Commission on Women! We are providing you with this Client Request Form (CRF) to help us improve the delivery of our frontline service. Kindly fill out this Form by answering the following items. Thank you.

Part I. Client Contact Information

CRF Control #

 

Name of Client

 

Sex

  F      M

Name of Agency

 

Address

 

Contact Number and Email

 

 

Part II. Nature of the Request

Please check the appropriate box.

  Library and Publications Services

  GMMS-related inquiries/assistance

 

  Public Information Services on Women or Gender and Development (GAD)

  Inquiries regarding gender mainstreaming and GAD training for government agencies

 

  Referral Services for                                                  

  Status of GAD Plan & Budget/ GAD Accomplishment Report

 

  Other information service:                                         

  Other TA service:                                                 

 

CRF Control #

 

 

 

Dear Client,

Welcome to the Philippine Commission on Women! We are providing you with this Public Information Feedback Form (PIFF) to help us improve the delivery of our frontline service. Kindly take a moment to evaluate the services provided to you by our Staff by accomplishing this Form. Thank you.

Name of Staff:

I.     Please rate the quality of our service listed below on a progressive scale of 1 to 5 (1–Strongly    Disagree; 2–Disagree; 3-Neither Agree nor Disagree; 4-Agree; 5-Strongly Agree; N/A-Not Applicable). Kindly encircle the number corresponding to your rating.

Criteria

Rating

Remarks

Staff was courteous and friendly.

1

2

3

4

5

N/A

 

Staff was helpful in addressing the concerns of the client/s.

1

2

3

4

5

N/A

 

The information provided was clear and easy to understand.

1

2

3

4

5

N/A

 

The assistance/service was adequate and promptly served.

1

2

3

4

5

N/A

 

Office Facilities

Office facilities are adequate, up-to-date, and user-friendly.

1

2

3

4

5

N/A

 

 

Other Comments

 

 

 

 

 

Rated by

 

Signature

 

 

Directory of Officials

PCW Commissioners