METODOLOGIA DE TRABAJO

the agency and tags the ticket as resolved within the day of receipt of agency reply 2. Generalist provides feedback to the client on the action taken by the agency to the client through the contact information provided, and closes the ticket within the day of receipt of updates via CRM for those received up to 4:00 pm; within the succeeding work day for those received beyond 4:00 pm Transaction terminated.

Process Flow for ARTA Concerns (Turn-around Time: 17 working days maximum)

Process Flow for ARTA Concerns (Turn-Around Time: 17 working days maximum)

Concerns on non-member agencies, whether ARTA-related or non- ARTA related, are escalated to the CSC Special Action Team (SAT) for further screening of valid complaints and preparation of referrals. For example, a request for provision of a basketball court or a report on an open-manhole are treated as feedback and are simply referred to a specific agency for information. Tickets are immediately closed with information to the clients that their reports are referred to the agency for information and appropriate action. However, ARTA-related complaints such as, but not limited to, Discourtesy and Non-observance of the No Noon Break Policy are referred and monitored by the SAT until final action is taken by the agency. The client is provided feedback on the corrective measures, assistance or process improvements undertaken by the agency.

In instances when the client is not satisfied with the decision of the agency, then he/she is advised to file a formal complaint following the procedures under the Revised Rules on Administrative Cases in the Civil Service (RRACCS). Pursuance of such action is the complainant’s discretion.

E. CCB Project Management

The Public Assistance Center (PAC) under the CSC Public Assistance and Information Office (PAlO) is created, anchored on the ARTA provision that mandates all government offices or agencies to establish a public assistance/complaints desk. While each frontline service office of the Commission has a public assistance and complaints desk, the PAC serves as the central unit responsible for the management and operations of existing public feedback mechanisms of the Commission including the CCB project.

The PAC works closely with the ARTA Project Management Unit by providing information generated from the CCB which are essential in the validation of excellent ratings of prospective frontline service offices that may qualify for the Citizen Satisfaction Center- Seal of Excellence Award. Public feedback gathered through the CCB also forms part of the National Report of Findings or the consolidated results of the Report Card Survey given to government agencies. Data from the CCB shall further be used for policy directions and initiatives to be proposed in the annual implementation of the Commission’s ARTA program.

The PAC shall publish and promote success stories and commendations for agencies’ prompt action to clients’ feedback through the CCB website, regular publications, media guestings and regular radio program. It shall also create a dashboard of tickets referred to agencies and their status, which will be published in the CCB website. Heads of government agencies shall ensure prompt action on the public’s concerns at all times. They shall designate a focal person or unit to address the needs of the public. They shall also ensure the posting of the CCB poster in all frontline service offices.

Failure on the part of the agency to timely respond to the public’s concerns may be a ground for administrative sanctions under the ARTA of 2007 and/or the Republic Act No. 6713 or the Code of Conduct and Ethical Standards for Public Officials and Employees.

(Sgd.) FRANCISCO T. DUQUE III, MD, MSc Chairman

MC No. 16, s. 2014 MEMORANDUM CIRCULAR

TO : HEADS OF CONSTITUTIONAL BODIES,

DEPARTMENTS, BUREAUS, AND AGENCIES OF THE NATIONAL GOVERNMENT; LOCAL GOVERNMENT UNITS; GOVERNMENT-OWNED AND CONTROLLED CORPORATIONS WITH ORIGINAL CHARTER; AND STATE UNIVERSITIES AND COLLEGES

SUBJECT : ASEAN Week Celebration and Simultaneous Flag Raising Ceremony on August 11, 2014

Pursuant to Proclamation No. 1008 dated May 21,1997 declaring August 7-13 every year as “ASEAN Week,” agencies of the government are enjoined to initiate and implement programs and activities that would help generate awareness on and support for ASEAN.

It may be recalled that in 2013, through CSC MC No. 16, 2013, agencies were encouraged to display the ASEAN Flag as a testament of the Philippines’ full commitment to ASEAN community-building goals by 2015, and to participate in various activities to help raise awareness on ASEAN.

This year, the Department of Foreign Affairs will lead the nation in a simultaneous flag raising ceremony to commemorate ASEAN Day on August 11, 2014 at 8:00 in the morning. Agencies are encouraged to participate through hoisting of the ASEAN flag and singing of the ASEAN Anthem (music sheet attached for reference) during their respective flag raising ceremonies.

For inquiries/particulars on the flag raising ceremony, as well as a complete list of activities for ASEAN Week celebration, agencies may get in touch with the Department of Foreign Affairs through the following contact details: telephone (02) 834-4431; email: [email protected].

(Sgd.) FRANCISCO T. DUQUE III, MD, MSc Chairman

MALACAÑANG "MANlLA

BY THE PRESIDENT OF THE PHILIPPINES PROCLAMATION NO. 1008

DECLARING AUGUST 7 TO 13 OF EVERY YEAR AS "ASEAN WEEK" WHEREAS, the Association of Southeast Asian Nations (ASEAN) was founded on 8 August 1967 in Bangkok, Thailand to promote the economic, social and cultural development of the region through cooperative programs, to safeguard the political and economic stability of the region and to serve as a forum for the resolution of intra-regional differences;

WHEREAS, the, Philippines is a founding member and has been one of the members of the ASEAN since its establishment thirty years ago;

WHEREAS, ASEAN will be celebrating its 30th Anniversary on August 8th this year;

WHEREAS, the Philippines recognizes the need to further promote ASEAN awareness, and instill in the minds of the Filipino people the importance, value and meaning of ASEAN in achieving and maintaining regional peace and sustainable development;

NOW, THEREFORE, I, FIDEL V. RAMOS, President of the Philippines, by virtue of the powers vested in me by law, do hereby declare August 7 to 13 of every year as "ASEAN WEEK":

All government agencies, specifically the Department of Foreign Affairs (lead agency), Department of Education, Culture and Sports, Department of the Interior and Local Goverment, Department of Tourism, Department of Trade Industry and the Commission for Higher Education are enjoined to initiate and implement programs and activities to help generate awareness and public support in promoting the observance of ASEAN Week in the various offices, schools, universities, local goverment units and business establishments.

IN WITNESS WHEREOF, I have hereunto set my hand and caused the seal of the Republic of the Philippines to be affixed.

DONE in the City of Manila, this 21st day of May in the year of our Lord, Nineteen Hundred and Ninety-Seven.

By the President:

RUBEN D. TORRES Executive Secretary

MC No. 17, s. 2014 MEMORANDUM CIRCULAR

TO : ALL HEADS OF CONSTITUTIONAL BODIES;

DEPARTMENTS, BUREAUS AND AGENCIES OF THE NATIONAL GOVERNMENT; LOCAL GOVERNMENT UNITS; GOVERNMENT-OWNED AND CONTROLLED CORPORATIONS WITH ORIGINAL CHARTERS; AND STATE UNIVERSITIES AND COLLEGES

SUBJECT : 2014 Outstanding Public Officials and Employees or

Dangal ng Bayan Awardees

The Civil Service Commission (CSC), as administrator of the Honor Awards Program, announces the recipients of the 2014 Outstanding Public Official and Employee or Dangal ng Bayan Award as chosen by the 2014 Committee on Outstanding Public Officials and Employees or Dangal ng

Bayan Award:

1. MR. SALDON A. ARAJIL