PAO Quality Manual Rev - 1

PUBLIC
ATTORNEY’S
OFFICE
QUALITY
MANAGEMENT
SYSTEM MANUAL
ESS.M.001/REV.1
Document Code: ESS.M.001
PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018
Revision No: 1
QUALITY MANAGEMENT SYSTEM MANUAL

TABLE OF CONTENTS
1. INTRODUCTION
1.1 Purpose of this Quality Management System Manual
1.2 Revision and Distribution of this Quality Management System Manual
2. PAO PROFILE
2.1 About the Organization
2.2 Organizational Structure
3. MISSION and VISION
3.1 Our Mission
3.2 Our Vision
3.3 Mandate and Functions
3.4 Our Policy for Quality
4. PAO QUALITY MANAGEMENT SYSTEM
4.1 Scope of the Quality Management System
4.2 PAO Process Map
4.3 Process-based Management Systems
4.3.1 Management Processes
4.3.2 Core Processes
4.3.3 Support Processes
5. PROCESSES OF THE PAO QUALITY MANAGEMENT SYSTEM
5.1 Management Processes
5.1.1 Policy Formulation
5.1.2 Planning Performance Review
5.1.2.1 Preparation of Statistical Reports
5.1.3 Internal Audit
5.1.4 Improvement Management
5.1.4.1 Control of Non-Conforming Outputs
5.1.4.2 Corrective Action
5.1.4.3 Feedback Management
5.1.4.4 Administrative Investigation
5.2 Core Processes
5.2.1Judicial and Quasi-Judicial Services
5.2.1.1 Representation and Assistance before Judicial, Quasi-Judicial
and Appellate Courts
5.2.1.2 Mediation and Conciliation Services
5.2.2 Non-Judicial Services
5.2.2.1 Legal Counselling
5.2.2.2 Documentation and Administration of Oaths
5.2.2.3 Legal Information Dissemination and Outreach Program
5.2.2.4 Jail Visitation / Decongestion Program
5.2.2.5 Inquest Assistance
5.3 Support Processes
5.3.1 Human Resource Management
5.3.1.1 Recruitment and Selection Process
Prepared by: Approved by:
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Deputy Chief Public Attorney Ana Lisa M. Soriano Dr. Persida V. Rueda-Acosta, DSD
Quality Management Representative Chief Public Attorney
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5.3.1.2 Leaves and Clearance Management
5.3.1.3 Learning and Development Management
5.3.1.4 Payrol Processing
5.3.2 Infrastructure Management
5.3.2.1 Infrastructure Maintenance Process
5.3.2.2 Transport Management
5.3.3 Outsourced Services Management
5.3.4 Financial Management
5.3.4.1 Disbursement Process
5.3.5 Documented Information Management
5.3.5.1 Control of Documents
5.3.5.2 Control of Records
5.3.5.3 Routing of Communications
5.3.5.4 Mail Management
5.3.5.5 Library Functions
5.3.6 Supply Management 22
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1. INTRODUCTION
This Quality Management System (QMS) Manual sets out Public Attorney’s
Office (PAO) policy and directions and outlines the interrelated processes that
support our goal of ensuring our services meet both the specified client
requirements and our business objectives in a consistent, ecological and
reliable manner.
Moreover, this Quality Manual defines the manner in which PAO implements
a QMS that satisfies the requirements of the internationally recognized ISO
9001 Standard and provides an important documentary guide to the system
as a whole.
Maintenance of this Quality Manual is the responsibility of PAO’s

Management Representative. All questions regarding this document should
be directed to:
Deputy Chief Public Attorney Ana Lisa M. Soriano

Quality Management Representative
PAO Central Office
5th Floors DOJ Agencies Building
NIA Rd. corner East Ave., Diliman, Quezon City
1.1 Purpose of this QMS Manual
The purpose of the Manual along with the various quality management
system processes and their associated documents mentioned here are:
➢ To demonstrate the ability of PAO to consistently provide services that

conform to the requirements of our customers;
➢ To improve the level of customer satisfaction by the effective
implementation of a quality management system, including the process
of continuous improvement
The processes and procedures defined or referenced in this Quality Manual

are intended to establish and communicate the requirements that all operating
functions of our organization must meet. These requirements are based on
the requirements of our customers as well as applicable international and
national standards. As such, these procedures, including this manual, will be
updated as the needs of our customers and the respective standards are
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changed as well as for continual improvement of the effectiveness of PAO’s
QMS.
1.2 Revision and Distribution of this QMS Manual
This document is a controlled document and is identified as such when the

Controlled Copy stamp is shown in blue. All other copies are uncontrolled.
Issuance, re-issuance, amendments and distribution of the QMS Manual are
made in accordance with the Control of Documents Procedure.
Revisions made to this document are summarized below:
Date Pages Description
September 24, 2018 All First Version

November 7, 2018 Page 7 & 8 Revision 1
Controlled Copies of This Document
Copy No: Copyholder

1. Chief Public Attorney
2. QMR
3. Regional Public Attorneys
4. Document Controller
2. PAO PROFILE
2.1 About the Organization

Republic Act (R.A.) No. 9406, entitled “An Act Reorganizing and
Strengthening the PAO” established the PAO as an independent and
autonomous Office attached to the Department of Justice (DOJ) for the
purpose of policy and program coordination.
The PAO Central Office is located at the DOJ Agencies Building, NIA Road
corner East Avenue, Diliman, Quezon City. The regional and district/sub-
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district offices, on the other hand, are strategically located nationwide to
effectively respond to indigent clients from 81 provinces 145 cities, 1,489
municipalities and 42,036 barangays (based on www.dilg.gov.ph), all of
which, are in dire need of legal assistance.
Currently, the PAO has 17 regional offices and 316 district offices and 4
sub-district offices. Most of these offices are situated at the Halls of Justice
nationwide along with the courts and other offices involved in the
administration of justice.
2.2 Organizational Structure
OFFICE OF THE CHIEF

PUBLIC ATTORNEY
EXECUTIVE SUPPORT
STAFF
DEPUTY CHIEF PUBLIC ATTORNEY DEPUTY CHIEF PUBLIC ATTORNEY

FOR LUZON FOR VISAYAS AND MINDANAO
FIELD SPECIAL AND LEGAL RESEARCH FFINANCIAL ADMINISTRATIVE

OPERATIONS AND APPEALED CASES SERVICE PLANNING AND SERVICE
STATISTICS SERVICE MANAGEMENT
SERVICE SERVICE
REGIONAL
OFFICES
DISTRICT
OFFICES
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3. MISSION and VISION

3.1 Our Mission
The Public Attorney’s Office exists to provide the indigent litigants, the
oppressed, marginalized and underprivileged members of the society free
access to courts, judicial and quasi-judicial agencies, by rendering legal
services, counseling and assistance in consonance with the Constitutional
mandate that “free access to courts shall not be denied to any person by
reason of poverty” in order to ensure the rule of law, truth and social justice as
components of the country’s sustainable development.
3.2 Our Vision

By 2023, the Public Attorney’s Office, as the principal law office of the
government, shall be composed of highly motivated, effective, and
empowered public servants, consistently responsive to the ever-growing legal
needs of the indigents and other qualified persons, utilizing modern facilities,
information technology systems, and tools, needed for efficient delivery of free
legal aid services to promote access to justice, truth and peace.
3.3 Mandate and Functions

The PAO is mandated to represent, free of charge, indigents, and other
persons qualified for legal assistance in all civil, criminal, labor, administrative
and other quasi-judicial cases where, after due evaluation, it is determined
that the interest of justice will be served thereby. Accordingly, the PAO shall
extend legal assistance to qualified persons whose case is meritorious.
3.4 Our Policy for Quality

We, at the Public Attorney’s Office (PAO), commit ourselves to provide
prompt, competent, reliable and excellent free legal services to indigents and
other qualified persons in adherence to Republic Act No. 9406, otherwise
known as the PAO Law, and other pertinent laws, rules and regulations.
We pledge to fulfill our mandate with utmost honesty, sincerity and respect for
the rule of law and justice. Further, we endeavor to upgrade our facilities and
adapt to global changes in information technology systems, and tools to be
more effective and efficient in responding to the dynamic legal needs of our
clientele.
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We guarantee the smooth implementation of the noble objectives of the PAO

through continuous improvement of our quality management system.
“Prompt service with a smile”
4. PAO QUALITY MANAGEMENT SYSTEM
4.1 Scope of the QMS
The PAO QMS applies to all operations and processes required to deliver free
legal services to its indigent clients and other persons qualified for legal
assistance in the following offices:
1. PAO - Central Office

○ 5th Floor, DOJ Agencies Bldg., NIA Road cor. East
Avenue, Diliman, Quezon City (with exception to cases
being handled by the Chief Public Attorney for being highly
confidential and paramount to national interest)
2. PAO - Regional Offices

○ Cordillera Administrative Region Regional Office -
Room 112, Ground Floor, Justice Hall, City Hall Loop,
Abanao Extension St., Baguio City, Benguet
○ CALABARZON Regional Office - Room 112, Ground
Floor, Justice Hall, City Hall Loop, Abanao Extension St.,
Baguio City, Benguet3rd Floor, Bahay Aruga-Pasig Social
Welfare Department, Eusebio Bldg., City Hall Compound,
Caruncho Ave. Brgy Nicolas, Pasig City
3. PAO - District Offices

○ Conner, Apayao District Office - Municipal Hall,
Caglayan, Conner, Apayao
○ Pasig City District Office - 3rd Floor, Bahay Aruga-Pasig
Social Welfare Department, Eusebio Bldg., City Hall
Compound, Caruncho Ave. Brgy Nicolas, Pasig City
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The PAO’s management, core and support processes, as demonstrated in its
QMS process map, form part of the scope of the PAO’s QMS. They work
collectively to ensure the delivery of the following services:
· Regular Judicial and Quasi-Judicial Services

o Legal representation and assistance in all judicial and
quasi-judicial bodies
o Mediation/Conciliation
· Non-Judicial Services
o Legal Counselling
o Documentation (i.e., preparation of affidavits and
administration of oaths)
o Custodial/Inquest Assistance
o Jail Visitations
o Barangay Outreach Activities
Further, the PAO’s QMS satisfies the full range of requirements specified by
ISO 9001:2015 with a notable clarification on the applicability of ISO
9001:2015 Clause 8.3 – Design and Development of Products and
Services, as justified below:
The statutory mandate of PAO to provide free legal services and assistance to
its clientele is subject to, and governed by, its enabling law (i.e., Republic Act
No. 9406, entitled as “AN ACT REORGANIZING AND STRENGTHENING
THE PUBLIC ATTORNEY'S OFFICE (PAO), AMENDING FOR THE
PURPOSE PERTINENT PROVISIONS OF EXECUTIVE ORDER NO. 292,
OTHERWISE KNOWN AS THE "ADMINISTRATIVE CODE OF 1987", AS
AMENDED, GRANTING SPECIAL ALLOWANCE TO PAO OFFICIALS AND
LAWYERS, AND PROVIDING FUNDS THEREFOR), including its
implementing rules and regulations. Moreover, the PAO’s core processes
largely depend on the Rules of Court for judicial cases in all courts, and the
procedural and substantive rules of other quasi-judicial agencies/bodies in
which it represents its clients.
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4.2 PAO Process Map
4.3 Process-based Management Systems
Our management believes that an effective system depends on managing all

the processes so as to produce the desired outcome. Thus, PAO adopts the
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process approach promoted by both ISO 9001 standard. Our QMS processes
are classified into three groups as follows:
4.3.1 Management Processes
These include processes relating to establishing and reviewing the set

strategic thrust and objectives, providing internal and external communication
mechanisms including feedback management, internal auditing, and gathering
data for performance analysis and improvement of the effectiveness and
efficiency of PAO’s QMS during performance reviews.
4.3.2 Core Processes
These include all the processes that have direct interaction with the
information, materials, and activities employed to provide the intended outputs
of PAO’s services ranging from Judicial, Quasi-Judicial and Non-Judicial
Services.
4.3.3 Support Processes
These include all those processes for the provision and maintenance of the
resources that are needed for the effective operation of the core processes.
Such processes include human resource management, information and
documentation management, infrastructure management, financial
management, supplies management and outsource services management.
5. PROCESSES OF THE PAO QUALITY MANAGEMENT

SYSTEM
5.1 Management Processes
5.1.1 Policy Formulation
Pursuant to Republic Act No. 9406 or the PAO Law, the authority and
responsibility for the exercise of the mandate of the PAO and for the
discharge of its powers and functions shall be vested in the Chief Public
Attorney. Semi-annual or upon the discretion of the Chief Public Attorney,
however, the Deputy Chief Public Attorneys, Regional Public Attorneys and
Service Heads are called upon to review internal and external issues of the
organization, formulate uniform policies to address the issues, adopt
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additional policies based on previous performance and amend existing
policies, if necessary.
Prior to the any conference/deliberation, the Chief Public Attorney is provided

with statistical and empirical data/reports based on quarterly performance of
the entire organization. Likewise, grievances, questions and clarifications on
administrative matters from the ground are also raised to the RPAs from their
respective district offices, and are thereafter tackled during the management
conference/deliberation.
Any output of the management conference/deliberation is promulgated via

office orders.
Reference: Policy Formulation Procedure
5.1.2 Planning and Performance Review
Periodic performance review is an essential part of the PAO’s approach to

planning for continual improvement of the effectiveness and efficiency of its
quality management systems with the objective of satisfying its clients’ legal
needs including the applicable requirements of other relevant interested
parties.
Reviews on the management system’s suitability, adequacy and effectiveness

are presented, discussed and acted upon during various staff and
management meetings.
Effective reviews require the assembly of meaningful performance data –

performance of services and programs – to allow factual based decision-
making.
The reviews are fully recorded and, as a minimum, produce recommendations

for improvements and any need for changes to the Quality Management
System as appropriate to the information reviewed.
References: Notice of Meeting (Memorandum)

Minutes of the Meeting
Strategic Performance Management System (SPMS)
Planning and Performance Review Procedure
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5.1.2.1 Preparation of Statistical Reports
The Statistical Data Management is an important process that provides the

needed statistics on the number of cases handled and the number of clients
served by the PAO. It also provides data on the number of cases terminated
and how many of these terminated cases are favorable to the clients.
The data are gathered by collecting and consolidating the Individual

Performance Reports submitted by the Public Attorneys to their respective
District Public Attorneys or Regional Public Attorneys and the Service Heads
of the PAO – Central Office.
Once the report is complete and finalized, the Statistician submits it to the
Service Head for checking and analysis. After which, it is submitted to the
FPMS Director and finally to the Office of the Chief Public Attorney for review
and approval.
References: Individual Performance Reports, and Consolidated Reports

Minutes of the Meeting
Strategic Performance Management System (SPMS)
Statistical Data Procedure
5.1.3 Internal Audit
PAO ensures that the established QMS continues to meet our Performance
Commitment and Targets, planned actions and results. Adequacy,
conformance, effectiveness as well as efficiency of the processes of the QMS
are verified by systematic internal audits conducted by internal auditors.
These audits provide feedback to the management for them to drive
continuous improvement of PAO’s QMS processes.
Internal audits cover the entire QMS and its processes and are scheduled
according to a yearly auditing plan taking into consideration the status and
importance of the activities to be audited as well as the results of the previous
audits.
The summary of the results of the internal audit is reviewed as part of the
Staff and Management Meetings. Following each audit, the results are
recorded and brought to the attention of the personnel having responsibility
for the activity under audit.
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Where corrective action is needed, it will be emphasized to the head of the
functions and re-audited as appropriate. This re-audit will also be recorded.
References: Internal Audit Procedure

Annual Audit Plan
Audit Findings Report
5.1.4 Improvement Management
5.1.4.1 Control of Non-conforming Output
The delivery of PAO’s services necessitates that planned results are fulfilled
in accordance with the relevant internal and externally mandated
specifications. As such, it is the policy of PAO to identify, control and prevent
delivery of process outputs that do not conform to specified requirements.
In upholding such policy, PAO has established a reference procedure that

defines the system for determining and implementing correction to contain or
mitigate nonconforming outputs.
Reference: Nonconformity and Corrective Action Procedure
5.1.4.2 Corrective Action
In PAO QMS, there is a difference between carrying out corrective actions

and just fixing a nonconformity. Fixing a nonconformity, as mentioned above,
is about resolving the problem by the actions described in the reference
procedure. While a corrective action is concerned with finding out why the
nonconformity occurred and making sure that the problem does not occur
again.
The need for corrective action could be indicated by a number of factors,

some of which could be:
* audit findings;
* customer complaints;
* nonconforming outputs;
* and others
When corrective action is taken, this is recorded and followed up within a

reasonable period to find out whether it has worked. Satisfactory action
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results may necessitate changes on the documented procedures, objectives
and any other relevant documentation.
Reference: Nonconformity and Corrective Action Procedure
5.1.4.3 Feedback Management
PAO will always strive to satisfy the needs and expectations of our clients.
Thus, PAO is committed to pay attention to our clients’ needs including their
concerns. PAO has established methods for obtaining, monitoring and
reviewing this information to ensure that inquiries will be answered and
expectations are effectively fulfilled, these will include:
* performing operational plan meetings to ensure delivery of quality

services;
* implementing corrective actions to resolve customer complaints;
* measuring our customer satisfaction regarding our performance.
Complaints of our clients will be acted as soon as possible. The level of client
satisfaction is reviewed once a month but depending on the seriousness of
the complaints. This is done by analyzing the information obtained from client
feedback. Appropriate action is decided, based upon the results of the
analyses and reviews conducted, to ensure that levels of client satisfaction
are as high as reasonably possible.
References: Feedback Management Procedure

Nonconformity and Corrective Action Procedure
Client Feedback and Satisfaction Survey Form
5.1.4.4 Administrative Investigation
Administrative Investigation is carried out upon the instance of any office/

service of the PAO or upon receipt of the complaint/s from walk-in
complainant, or through the 8888 Citizen’s Complaint Hotline, email, or
ordinary mail and/or indorsement. The PAO employee being complained is
afforded due process, and imposed with sanctions and/or penalties as may be
called upon by the circumstances and in accordance with the PAO Operations
Manual, PAO Code of Conduct, CSC Rules and Regulations, and other
applicable laws, rules, regulations and Supreme Court decisions.
References: 2017 Rules on Administrative Cases in the Civil Service

CSC Rules and Regulations
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RA 9406 in relation to the PAO Operations Manual (2016)
PAO Code of Conduct
Code of Professional Responsibility
RA No. 1319
RA No. 6713
5.2 Core Processes
5.2.1 Judicial and Quasi-Judicial Services
5.2.1.1 Representation and Assistance before Judicial, Quasi-

Judicial and Appellate Courts
The PAO, under its enabling law, RA No. 9406, sustains prompt,
uninterrupted and exhaustive legal representation of indigent clients and other
persons qualified for legal assistance in conformity with the statutory mandate
of the PAO in cases pending before the Metropolitan Trial Courts, Municipal
Trial Courts, Municipal Circuit Trial Courts, Municipal Trial Courts in Cities,
Regional Trial Courts, Sandiganbayan and Quasi-Judicial agencies, subject to
limitations with respect to certain types of cases, and the PAO’s merit and
indigency tests, as provided in the PAO Operations Manual.
Likewise, the PAO also handles cases before appellate courts. It is part of the
commitment of the PAO to render full representation to its clients.
References: RA 9406 in relation to the PAO Operations Manual (2016)

Representation and Assistance before MTCs, etc. Procedure
Representation and Assistance before Appellate Courts
Procedure
5.2.1.2 Mediation and Conciliation Services
The PAO lawyers and staff observe a procedure in handling and rendering
Mediation and Conciliation services to indigents and other qualified persons.
Upon determination that a case can be mediated, the Public Attorney is
expected to assist the client to undergo the said process.

Mediation and Conciliation Service Procedure
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5.2.2 Non-Judicial Services
5.2.2.1 Legal Counseling
All legal queries and concerns received from walk-in clients, through phone-in
queries, sent through the PAO official electronic mail address, through
ordinary mail and through 8888 Citizen’s Complaint Hotline Portal, are amply
addressed by public attorneys through direct consultation or written legal
advice.

Legal Counselling Procedure
5.2.2.2 Documentation and Administration of Oaths
Public Attorneys are authorized, under R.A. No. 9406 or the PAO Law, to
administer oaths in connection with the performance of their duty.
Concomitantly, Public Attorneys assist persons in the preparation of affidavits,
instruments or other similar documents, and administer oaths, provided the
documents involved are not commercial documents.

Documentation and Administration of Oaths Procedure
5.2.2.3 Legal Information Dissemination and Outreach Program
To further reach out to the indigent members of our society, the PAO
conducts Barangay Legal Outreach programs in coordination with other
government departments, agencies, local government units and non-
government organizations for the purpose of legal information dissemination,
legal consultation/counselling, lectures, and other instant services.

Legal Information Dissemination and Outreach Program
Procedure
5.2.2.4 Jail Visitation / Decongestion Program
The PAO regularly schedules jail visitation and conducts jail decongestions
programs, during which persons deprived of liberty who are without counsel,
who have been in custody beyond the allowable period, who have not yet been
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arraigned within the required period, and minors who should be released, are
assured legal assistance with the end view of releasing them from confinement or
speeding up the criminal cases filed against them.

Jail Visitation Procedure
5.2.2.5 Inquest Assistance
Through this process, the PAO assures that public attorneys are ready to
render assistance at any time of the day to persons arrested. Public attorneys
are to ensure the legality of the arrest or detention of the suspect, and that
any arrested/detained person who appears to have been tortured is
immediately brought to the nearest government medical practitioner or to a
private physician. Public attorneys shall render legal assistance to such
arrested suspect in custodial and inquest investigation.

Custodial and Inquest Assistance Procedure
5.3 Support Processes
5.3.1 Human Resource Management
5.3.1.1 Recruitment and Selection Process
Like any other organization which controls group of companies, PAO believes
that the human resource capital is the most important asset of its long-term
operational sustainability. As such, PAO is fully committed to continuously
enhance the organization’s human resources to be better equipped and
responsive to the growing demands of a dynamic and highly competitive
environment.
To ensure that PAO affiliates, maintains (please check) highly qualified and
competent personnel, the Human Resource Management and Development
Division (HRMDD) follows a recruitment procedure in hiring personnel and
periodically evaluates the workforce against key performance criteria following
the existing rules and regulations of the Civil Service Commission.
Reference: Recruitment and Hiring Procedure

2017 Omnibus Rules on Appointments and Other HR Actions
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5.3.1.2 Leaves and Clearance Management
Leaves and clearance management ensures employee’s compliance

with the leave policies of the Civil Service Commission (CSC) and
guarantees that availability of sufficient staff at all times and employees
satisfaction is retained.
The process provides management and staff with information of

availability of all types of paid and unpaid leave of absence for work
including maternity leave, vacation leave, sick leave, solo parent leave,
magna carta leave, paternity leave, forced leave and special privilege
leave.
Reference: Leaves and Clearance Procedure
5.3.1.3 Learning and Development Management
Learning and development management under the Field Opearations and

Statistics Service is the process of determining the needs of PAO employees
using various forms of interventions.
Through a series of procedures from conducting a training needs analysis and

determining which intervention is appropriate for the employees, training
activities will be mapped and implemented within a specific timeline.
The employee will then be re-assessed for improvements and

recommendations for whatever further appropriate action to be taken.
Reference: Learning and Development Procedure
5.3.1.4 Payroll Processing
The office will determine if they have a need for a new employee. If such need
arises, the office will hire an additional employee.
Once an employee is hired, the complete pertinent documents from HR (i.g.

DTR, Appointment, Certificate of Assumption, etc.) is forwarded to the payroll
section who will then enter employee information into regular payroll. The
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newly hired employee will receive their initial salary after complying and
submitting all the complete pertinent documents.
References: Requirements from HRMDD:
● DTR
● Appointment
● Oath of Office
● Certificate of Assumption
● LBP Account Number
Reference: Payroll Procedure
5.3.2 Infrastructure Management
5.3.2.1 Infrastructure Maintenance Process
This process is needed to ensure proficient operation, utilization and

maintenance of building equipment and vehicles for the use of PAO
employees and its clients. In addition, the equipment are checked for optimum
functionality and condition. It is made sure that immediate repairs of various
equipment and utility vehicles are done.
Reference: Infrastructure Maintenance Process
5.3.2.2 Transport Management
Transport service is carried out when interested party submits a request to the
General Services Section (GSS) for an office vehicle for use on an official trip.
The GSS staff will prepare the Trip Ticket indicating therein the name of the
requesting party, purpose of the trip, destination and time of departure of the
travel.
Once the prepared Trip Ticket is done and approved, the assigned vehicle
and driver will be dispatched in accordance with the planned travel.
After the trip, all the Trip Tickets will be signed by thier respective driver and
passenger/s for documentation purposes.
Reference: Infrastructure/ Transport Management Procedure
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5.3.3 Outsourced Services Management
PAO operates with the support from selected service providers such as
Janitorial Services, Security Services, Billing Services, among others. PAO
also maintains the responsibility for ensuring that the expected outputs of
these outsourced-service providers are in accordance with the requirements
of PAO. The Head of the Administrative Service constantly communicate with
the key personnel of these service providers. Information needed by the
service providers are provided timely, completely and accurately to ensure a
smooth flow of the operation.
Other than the routine monitoring and supervision of the tasks assigned to a
service provider, PAO conducts periodical evaluation on the performance of
these outsourced-service providers.
Reference: IRR of RA 9184

Outsourced Services Procedure
5.3.4 Financial Management
5.3.4.1. Disbursement Process
Financial Management is carried out to ensure proper processing of financial

transactions covering the utilization of annual budget of Public Attorney’s
Office.
The disbursement process is carried out as prescrived in the Goivernment

Accounting Manual and other relevant rules and regulations.
This covers pre-audit of disbursement vouchers, obligating the claims,

indexing of claims, certifying as to availability of funds for the claim, preparing
and approving forms to be submitted to servicing bank, and payment of
claims.
References: Government Accounting Manual

COA Rules and Regulations
Disbursement Process Procedure
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5.3.5 Documented Information Management
5.3.5.1 Control of Documents
This process ensures that all documents for the guidance of the operation of
the entire organization of PAO are timely and properly disseminated,
controlled and protected from unauthorized use and access, and are
immediately retrievable for reference, where and when it is needed. This is
necessary in order to ensure that organizational knowledge is maintained and
easily accessible to all members of the PAO, in aid of all their functions.
References: Control of Documents-QMS Documents Procedure

Control of Documents-Office Issuances Procedure
5.3.5.2 Control of Records
Records are important for thier substance and as evidence of

communications, decisions, future course of actions and history. As a service
oriented government office, we are accountable to the public.
Records support openness and transparency by documenting providing

evidence of work activities. Records support quality program and services,
inform decision making, and help meet organizational goals, for that reason
the Control of Records are essential.
Once documents are disseminated to all concerned, the office records are
properly identified, labeled, filed, stored, protected from harmful elements and
can be easily retrieved. These records must remain legible and identifiable
throughout their retention period.
References: Training/NAP (National Archives of the Philippines)

Control of Records Procedure
5.3.5.3 Routing of Communications
The routing of all communications received by the Chief Public Attorney

through the Executive Support Staff, to the various offices and services of the
PAO is maintained by this process. The efficient routing is necessary to
guarantee high satisfaction of internal and external stakeholders of the
organization. Thus, the PAO established a system by which all documents are
routed in an organized and traceable manner.
(Sgd.) (Sgd.)
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Revision No: 1
References: Routing of Communications Procedure
5.3.5.4 Mail Management
The processing of all incoming and outgoing mails and communications is

managed by the Records Section of the Administrative Service. The said
Section is also responsible for the dissemination and distribution to the
concerned person/office on a timely manner of the documents mailed and
received.
Reference: Mail Management Procedure
5.3.5.5 Library Function
This includes the processes of requesting and organization and management

of books, subscription to newspapers, and collection of newspaper articles,
clippings and other relevant issuances.
References: Routing of Communications Procedure
5.3.6 Supply Management
This covers the entirety of the supply management process from

procurement, inventory and disposal of sxupplies and IT equiptment. All
supplies and IT equiptment are centralized and done in the PAO Central
Office.
Together with the Bid and Awards Committee members, supplies are
procured and sent to the various Service and Field Offices.
References: R.A. 9184

General Appropriations Act (GAA)
Procurement Service
Supply Management Procedure
(Sgd.) (Sgd.)
Page 23 of 23

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PUBLIC

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

Prepared by: Approved by:

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

Prepared by: Approved by:

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

Maintenance of this Quality Manual is the responsibility of PAO’s

Deputy Chief Public Attorney Ana Lisa M. Soriano

1.1 Purpose of this QMS Manual

➢ To demonstrate the ability of PAO to consistently provide services that

The processes and procedures defined or referenced in this Quality Manual

Prepared by: Approved by:

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

1.2 Revision and Distribution of this QMS Manual

This document is a controlled document and is identified as such when the

Revisions made to this document are summarized below:

Date Pages Description

September 24, 2018 All First Version

Controlled Copies of This Document

Copy No: Copyholder

2.1 About the Organization

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PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

2.2 Organizational Structure

OFFICE OF THE CHIEF

DEPUTY CHIEF PUBLIC ATTORNEY DEPUTY CHIEF PUBLIC ATTORNEY

FIELD SPECIAL AND LEGAL RESEARCH FFINANCIAL ADMINISTRATIVE

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PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

3. MISSION and VISION

3.2 Our Vision

3.3 Mandate and Functions

3.4 Our Policy for Quality

Prepared by: Approved by:

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

We guarantee the smooth implementation of the noble objectives of the PAO

“Prompt service with a smile”

4. PAO QUALITY MANAGEMENT SYSTEM

4.1 Scope of the QMS

1. PAO - Central Office

2. PAO - Regional Offices

3. PAO - District Offices

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PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

· Regular Judicial and Quasi-Judicial Services

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PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL

4.2 PAO Process Map

4.3 Process-based Management Systems

Our management believes that an effective system depends on managing all

Prepared by: Approved by:

PUBLIC ATTORNEY’S OFFICE Issue Date: 11-07-2018

QUALITY MANAGEMENT SYSTEM MANUAL