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A T I O N A L
O L I C E
O M M I S S I O N
Citizens Charter
Table of Contents
I.
Messages
II.
Introduction
III.
IV.
NAPOLCOM Pledge
V.
VI.
VII.
11
13
14
15
16
17
Table of Contents
Processing of Application for Scholarship of Children
of PNP Members Killed or Permanently Incapacitated
While in the Performance of Duty
18
19
20
21
VIII.
Feedback Form
22
IX.
26
27
XI.
Our Organization
28
MESSAGES
Message
Tape Act of 2007 was enacted with the end in view of eradicating
red tape in the operation of all government agencies.
It is with great pride that the National Police Commission
(NAPOLCOM) as an agency tasked to exercise administrative
control and supervision over the Philippine National Police (PNP)
has crafted its own Citizens Charter which embodies the step by
step procedures, requirements, timelines and costs of delivering its
services.
The simplified procedures of frontline services will pave way
to the eradication of bureaucratic red tape that will help fight
against graft and corruption thus, assure the public of the quality of
services they are entitled to.
More Power and God Bless.
Message
his
handbook
presents
simplified
standards
of
the
EDUARDO U. ESCUETA
Commissioner
Vice Chairman/Executive Officer
ii
INTRODUCTION
Introduction
The Philippine Constitution provides that:
The state shall maintain honesty and integrity in
the public service and take positive and effective
measures against graft and corruption.
Article II, Section 27
To fulfill the aforementioned provision, Republic Act No. 9485,
otherwise known as the Anti-Red Tape Act of 2007, was enacted on
June 2, 2007 aimed at eradicating red tape in the operation of all
government agencies to maintain honesty and
responsibility
among its public officials and
employees and take appropriate
measures to
promote
transparency in transacting with the
public, which shall include a program for the adoption of simplified
procedures that will expedite transactions in government.
In support to this program, the National Police
Commission
established mechanisms to ensure the effective and uninterrupted
delivery of its frontline services, thus the NAPOLCOM Citizens
Charter.
iii
MISSION
To administer and control the PNP with the end in view of
establishing and maintaining a highly professional, competent,
disciplined, credible and trustworthy PNP
IV
NAPOLCOM
PLEDGE
NAPOLCOM Pledge
esprit d corps;
LIST OF FRONTLINE
SERVICES
(CENTRAL OFFICE)
Concerned
Office
Fees
Processing Time
under Normal
Circumstances
Personnel
& P150.00
12 minutes
Administrative
Php 200 if with
Service (PAS)
corrections
or
typographical
errors committed
by
the
examinees
2.Verification of
Examination
Result
8 minutes
3.Authentication of
Police Eligibility
Walk-In
Thru Mail
Examination
Division, PAS
Php 50.00
copy
per 13 minutes
Examination
Division, PAS
25 days
4. Filing and
Prosecution of
Administrative
Complaint
Investigation
Division, IMIS
10 days
5. Issuance and
Authentication of
NAPOLCOM
Clearance
Case
Management
Division, LAS
vi
Type of Frontline
Services
Concerned
Office
6. Review and
Evaluation of
Supporting
Documents
Claims Prior to
Payment of
Pension
Total Permanent
Physical
Disability
Legal
Affairs
Service (LAS) &
Personnel
and
Administrative
Service (PAS)
Fees
Processing Time
under Normal
Circumstances
15 minutes
(processing time
of action by
Regional Offices
not included).
Death Benefits
Legal Affairs
Service (LAS) &
Financial Service
(FS)
15 minutes
(processing time
of action by
Regional Offices
not included)
7. Payment of
Police Benefits
Financial Service
(FS)
1 hour and 8
minutes
2 days
vii
CENTRAL OFFICE
Applicant/
Client
Agency Action
Office/
OPR
Location
Fees
Duration
Register at
the Security
Guards
counter
Direct client to
proceed to the
Examining
Division
Custodial Unit
Ground Flr.
1 min.
Secure and
Fill-out
request Form
Verify name of
examinee from
the master list of
examinees
Certification.
Section. Exam.
Div, PAS
5th Flr.
Pay to Cashier
Issue official
receipt (OR)
Collecting
Officer, Cash
Section
Ground Flr.
Submit OR and
request form.
Prepare and
Release Cert. of
Eligibility
Certification.
Section. Exam.
Div, PAS
5th Flr.
2 mins.
Sign in the
logbook and
receive
certificate of
eligibility
Certification.
Section. Exam.
Div, PAS
5th Flr.
1 mins.
PHP150 -
3 mins.
5 mins.
End of Transaction
Central Office
Applicant/
Client
Register at the
Security
Guards
Counter
Agency Action
Direct client to
proceed to the
Examining
Division
Office/
OPR
Custodial Unit
Location
Ground Flr.
Fees
Duration
1 min.
Secure and
Submit
properly filled
out
verification
slip including
the
requirements
Verify name of
examinee from
the master list of
Passed/
Failed examinees
Adm Officer
and Adm.
Asst.,
Certification
Section and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec.,
Exam. Div, PAS
5th Flr.
1 min.
Show the
verification
slip
Release the
verified
examination
result
Adm Officer
and Adm. Asst,
Cert. Sec. and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec,
Exam. Div, PAS
5th Flr.
3 mins
Retrieve the
presented
requirements
Adm Officer
and Adm. Asst
Cert. Sec. and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec,
Exam. Div, PAS
5th Flr.
3 mins.
End of Transaction
Central Office
Client
Office/
OPR
Location
Direct client to
proceed to the
Examining
Division
Verify and
validated the
report of Rating
or Certificate of
Eligibility for the
Master List of
Successful
Examinees
Custodial Unit
Ground Flr.
Certification
Section, Exam.
Div, PAS
5th Flr.
Agency Action
Register
at the Security
Guards counter
Present Original
or photocopy of
Report of Rating
Pay to Cashier
Issue official
receipt
Collecting
Officer, Cash
Section
Present required
documents and
OR
Div. Chief or
Asst. Div.
Chief, Exam.
Div., PAS
5th Flr.
Release the
Report of Rating
or Cert. of
eligibility
Certification
Section, Exam.
Div, PAS
5th Flr.
Certification
Section, Exam.
Div, PAS
5th Flr.
Receive the
authentica-ted
copy /copies of
Certificates of
Eligibility
Fees
Duration
1 min.
3 mins.
2 mins.
1-5
mins
(depending
on the no.
of
copies
requested)
2 mins.
End of Transaction
Central Office
Applicant/
Client
Request
for
authentication
from NAPOLCOM
ROs, CSC, FO,
PNP and other
govt. agencies
Agency Action
Verify and
Validate the
Certificate of
Eligibility from
the Master List
of Successful
Examinees
Office/
OPR
Certification
Section, Exam.
Div, PAS
Location
Fees
Duration
5th Flr.
5 days
Prepare letter of
Confirmation
Cert. Sec.
Exam. Div,PAS
5th Flr.
5 days
Initial or sign
letter of
confirmation
Adm Officer V
Supervising
Adm.Officer,
Chief Admin
Officer, Dir II
and III,
5th Flr.,
10-15 days
ADEO
3rd Flr
VCEO
2nd Flr.
Release
confirmation
letter to
concerned
parties or
forward the said
document to the
Records Section
for mailing
Cert. Sec.
Exam. Div/
Records
Section, PAS
5th Flr. or
Basement
10 mins.
End of Transaction
Central Office
Applicant/
Client
Register at
the Security
Guards
Counter
Agency Action
Office / OPR
Location
Fees
Duration
Custodial Unit
Ground
Flr.
1 min.
Proceed to
Investigation
Division, IMIS
Chief,
Investigation
Div., IMIS
Ground
Flr.
20 mins.
Proceed to
Designated
Investigator
Special
Investigator,
Investigation
Div
Ground
Flr.
1 hour per
sworn
statement
per person
Chief,
Investigation
Division
Ground
Flr.
1 min.
If there is a finding of
probable cause recommend
filing of administrative
complaint; or If there is no
finding of probable cause
prepare resolution
recommending dismissal of
complaint for approval of the
Commission en banc
Special.
Investigator
Ground
Flr.
10 days
Investigation
Div., IMIS
Ground
Flr.
10 mins.
End of Transaction
Central Office
Applicant/
Client
Register at the
Security Guards
counter
Agency Action
Direct client to proceed to
the Cashier
Office/
OPR
Custodial Unit
Location
Ground
Flr.
Proceed to
cashier for
payment
Cash Section
Ground
Flr., PAS
Proceed to 4th
Flr., Show receipt
of payment
Assigned
personnel
Accomplish
request form
Receive accomplished
request form
Assigned
personnel
4th
Flr.,
beside
Hearing
Rooms
4th
Flr.,
beside
Hearing
Rooms
Assigned
personnel
Assigned
personnel of
NCR RAB, NAB
Print clearance
Case Manage
ment Div
Proceed to the
Legal Affairs
Service and get
clearance on the
date indicated in
the claim stub
4th
Flr.,
beside
Hearing
Rooms
4th Flr.
PHP150/
copy plus
PHP50/
addl copy
5 mins.
1 min.
Depends
upon how
fast client
accomplis
h the form
1 min.
5 mins.
LAS,
Flr
3rd
5 mins.
LAS,
Flr
3rd
2 min.
Central Office
Duration
1 min.
Fees
or
immediate
Central Office
3 Flr.
3rd Flr.
Regional Office
Concerned
Adjudicate Claim
Regional Office
Concerned
Regional Office
Concerned
Regional Office
Concerned
3rd Flr.
Financial Section
4th Flr.
Step
1
Applicant/
Client
Submit claim
folder with
endorsement of
application by
DPRM
Agency Action
Review and evaluate
claim folder
Location
rd
Fees
Duration
30 min.
End of Transaction
Central Office
Central Office
surviving spouse.
9
Applicant/
Client
Apply to avail
of Death
Benefit
Agency Action
Office
/OPR
Location
Fees
Duration
Evaluate claim
Concerned
Office
3rd Flr.
30 min.
3rd Flr.
15 min.
Adjudicate Claim
Concerned Regl
Office
Payment of gratuity,
burial and medical
expenses
Concerned Regl
Office
3rd Flr.
30 min.
Payment of pension
Financial Section
4th Flr.
Regl
End of Transaction
Central Office
10
Step
1
Applicant/
Client
Verify status
of Claim
Agency
Action
Verify claim as to:
Completeness and
authenticity of
Supporting
Documents
Office
/OPR
PNP
Benefit
Financial
(FS)
Welfare
Unit,
Service
Location
Fees
(In Php)
Duration
FS,
4th Flr.
10 min.
PNP
Welfare
Benefits Unit, FS
5 min.
Date of receipt of
claim to determine
schedule of payment
(first in first out
policy)
Inform claimant as to
schedule of payment
2
Issue OR
Ground Flr.
b. Proceed to
IMIS
IMIS
Ground Flr.
Central Office
100.00
1 min.
15 min.
11
Step
Applicant/
Client
c. Secure ID
Proceed to
Cash Sec.
release check
if ready
Agency
Action
Office
/OPR
Location
Fees
(In Php)
Duration
PNPWBU, FS
15 min.
PNPWBU, FS
15 min.
Dir. III, FS
1 min.
PNPWBU, FS
1 min.
Advise claimant to
present pensioners
ID Card for the
release of check
Ground Flr.
5 min.
End of Transaction
Central Office
12
Applicant/
Client
Agency Action
Inquire from the PNP if
check for payment/
refund of scholarship is
ready for pick up.
Office
/OPR
PNP Welfare
Benefits Unit,
Financial Service
(FS) and Cash
Section, Personnel
and Administrative
Service (PAS)
Location
h
FS, 4t Floor
Fees
Duration
30 mins.
Ground
Floor
2 hours
Prepare Disbursement
Voucher (DV) and
process claim
PNP Welfare
Benefits Unit, FS
5 mins.
Ground, 4th
and 2nd
Floor
1 day
Verify status
of claim
PNPWBU, FS
4th. Floor
1 min.
Proceed to
Cash Section,
PAS to claim
check
Release check
Ground
Floor
5 mins.
Central Office
13
REGIONAL
OFFICES
2.
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location
Fees
Present needed
documents for
evaluation
Evaluate documents,
measure height and if
qualified, advise client to
proceed to cashier
3.
Pay to cashier
4.
Accomplish
application Form 1-A
and Index Card and
submit to the service
provider
Duration
2 min.
P400
5 min.
3 min.
20 min.
End of Transaction
Regional Offices
14
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location
Fees
Duration
3min.
5 min.
Present needed
documents for
evaluation
Evaluate documents
presented, if
qualified,
direct applicant to
proceed to Cashier
Pay to
Cashier
PO- P400
2 min.
SPO - P450
P/Insp -P500
P/Supt-P600
4
Accomplish and
submit
application Form
1-A and Index
Card
submit to
concern
personnel
10 min.
End of Transaction
Regional Offices
15
Applicant/
Client
Agency Action
Log in
2.
Proceed
cashier
to
and
pay
Office
/OPR
Location
Fees
Duration
3 min.
20 min.
P 100
5 min.
5 min.
schedule of
30 min
10 min
Sign
resolution
and
forward
Resolution to the Office of the
Regional Director
10 min
Approve/disapprove resolution
5 min.
Regional Offices
resolution
5 min.
16
Applicant/
Client
Agency Action
Office
/OPR
Location
Fees
Duration
Log in
2 min..
Proceed to concerned
personnel for proper
validation of identity and
finger printing
30 min.
3
4
Proceed to C, TSD
5
6
Prepare Order of
Release Form
5 min.
5 min.
Approve/Disapprove release
order form.
5 min.
Release check
3 min.
End of Transaction
Regional Offices
17
incapacitated
Applicant/
Client
Log in
Submit
application
Submit
interview
for
Agency Action
Office
/OPR
Location
Fee
Duration
3 min.
1 hour
30 min.
5 min
Approve/disapproves
application
12 min.
30
minutes
3 hours
End of Transaction
Regional Offices
18
for
payment
or
Applicant/
Client
Log in
Submit application
Agency Action
Office
/OPR
Location
Fee
Duration
3 min.
Evaluate
application
supporting documents
and
1 hour
Forward
application
documents for review.
and
Evaluate
and
documents
and
recommendation
Approve/disapprove
recommendation
Prepares
voucher/s
of
approved
application
and
submit for funding/obligation.
Process/Obligate voucher
process
make
30 min.
5 min
12 min.
10 min.
8
End of Transaction
Regional Offices
Forwards
to
RD
approval/disapproval
for
19
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location
Fee
Duration
2 min.
concerned
10 min.
2
Verify from Records if client has
no pending case
3
Accomplish and
submit request
form
Accept payment
Official Receipt
Proceed
Cashier
payment
Prepare
certification/clearance
for
signature
of
concerned
personnel
to
for
and
issue
2 min.
P150
10 min
Present OR
Release certification
Receive
certification
1 min
End of Transaction
Regional Offices
20
Applicant/
Client
Log in
Agency Action
Office
/OPR
Present original or
photocopy
of
Report of Rating
Pay to Cashier
Receive payment
official receipt
Present OR
Prepare
Eligibility
and
Release the
eligibility
Duration
3 min.
15 min.
issue
P50/
page
Certification
Review
and
certification
Receive
certification of
Eligibility
Fee
Location
of
sign
the
certification
of
5 min.
10 min
1 min.
End of Transaction
Regional Offices
21
FEEDBACK
FORM
and quality frontline services. But to know what you want, we have to hear from
you.
May we request you, therefore, to accomplish this Clientele Service
Feedback Form. It will just take less than a minute to fill out this form. Your
response will be of value to us.
A
SD
- Agree
- Strongly Disagree
SA A N D SD
A. Staff Behavior
1. The counter personnel I approached
(a) knows what he/she is doing
(b) is courteous and accommodating
2. The Administrative Officer knows
how to give instructions/directions.
SA A N D SD
B. Services Rendered
C. Facilities
1. There are adequate directions posted
in the premises.
2. The comfort room looks and smells clean.
3. The office premises are clean and orderly.
D. Security and Parking
1. The security officers aredoing their job
very well.
2. I feel safe within the office premises.
3. I did not find any difficulty in parking
my vehicle.
Any comments/suggestions
__________________________________________________________________________
__________________________________________________________________________
_____________________________
OPTIONAL
Please complete the information below in case we need to
get in touch with you or you may want further assistance from
us.
Clients Name: ________________________________________
Contact Address: ______________________________________
_______________________________________________________
Tel. No.: ______________________________________________
Age: __________________________________________________
Date of Visit: __________________________________________
Office Visited: _________________________________________
Profession: ____________________________________________
Please check if respondent of this form is the:
* Client
* Clients companion
* Visitor
FEEDBACK AND
REDRESS MECHANISM
A ND
ANTI-FIXER CAMPAIGN
OU R
ORGANIZATION
NATIONAL POLICE
COMMISSION
Commission Proper
(1 Ex-Officio Chairman, 4 Regular
Commissioners, 1 Ex-Officio
Commissioner)
----------
DEPARTMENT OF THE
INTERIOR AND LOCAL
GOVERNMENT
National
Appellate Board
Secretariat
Inspection,
Monitoring &
Investigation
Service
Planning
and
Research
Service
Crime
Prevention
and
Coordination
Service
Financial
Service
Installation
and
Logistics
Service
Legal Affairs
Service
Personnel and
Administrative
Service
Philippine National
Police
19 Regional
Appellate
Boards
+++
PLEB
Legal
Counsels
17
Regional
Offices
Administrative Division
-o-o-o-oooooooo-o-o-o-o-o-o-o-
Technical
Services
Division
17
Regional
Offices
Provincial
Offices/
City Police
Offices
City
/Municipal
Stations/
Precincts
Regional
Mobile
Group
NCR
Police
Office
NCR
District
Offices
City/
Municipal
Stations
Section 6 Article 16 of the 1987 Philippine Constitution provides that the state
shall establish and maintain one police force which shall be national in scope and
civilian in character, to be
administered and controlled by a national police
commission.
This constitutional provision was implemented through the enactment of
Republic Act No. 6975 which took effect on January 2, 1991, establishing the
Philippine National Police composed of the members of the Integrated National Police
(INP) and the enlisted personnel of the Philippine Constabulary (PC). Republic Act No.
8551, otherwise known as the PNP Reform and Reorganization Act of 1998, further
strengthened the Napolcom in its exercise of administration and control functions
over the PNP.
The NAPOLCOM is an attached agency to the DILG for purposes of program and
policy coordination. It is a collegial body composed of a Chairman and four (4) regular
Commissioners, one of whom is designated by the President of the Philippines as ViceChairman. The DILG Secretary is the Ex-Officio Chairman of the Commission and the
Chief, PNP as ex-officio member.
The Commission has seven (7) staff services in its central office and 17 regional
offices nationwide as follows:
1. The Planning and Research Service (PRS) provides technical services to
the Commission in areas of overall policy formulation, strategic and
operational planning, management systems or procedures, evaluation
and monitoring of the Commissions programs, projects and internal
operations and conducts thorough research and analysis on social and
economic conditions affecting peace and order in the country;
2. The Inspection, Monitoring and Investigation Service (IMIS) conducts
continuous inspection and management audit of personnel, facilities and
operations at all levels of command of the PNP; monitors the
implementation of the Commissions programs and projects relative to
law enforcement; and monitors and investigates police anomalies and
irregularities;
3. The Crime Prevention and Coordination Service (CPCS) undertakes
criminological researches and studies; formulates a national crime
prevention plan; develops a crime prevention and information program;
and provides editorial direction for all criminological researches and
crime prevention publications.
4. The Installations and Logistics Service (ILS) reviews the Commissions
plans and programs; formulates policies and procedures on the
acquisition, inventory, control, distribution, maintenance and disposal of