Caloocan City Citizens Charter

CALOOCAN CITY CITIZEN’S CHARTER
CALOOCAN CITY
CITIZEN’S
CHARTER
i
VISION
“The Historic City of
Caloocan, center of
sustainable economic
growth, peopled by
resilient, peace-loving and
dynamic communities,
living in a safe and
ecologically balanced
environment, served by a
government that gives the
highest value to the need
of its citizens”.
ii
MISSION
“Caloocan City is centered on developing an investor-friendly
environment that will create jobs for its constituents, a vibrant
public and private partnership that ensures and sustains efficient,
timely and responsive delivery of services, such as health,
education and infrastructure that will result in an orderly
community and healthy environment, through an uncompromising
People First Policy
(TAO ANG UNA)”.
6 Pillars of
Development
Education
Health and Social Services
Crime Prevention and Anti-
Drug Campaign
Infrastructure and Community
Development
Investment, Business and Job
Generation
Good Governance
Hon. Mayor OSCAR G. MALAPITAN
iii
TABLE OF CONTENTS
FAST FACTS ............................................................................................................................................... 1
WHAT’S IN THE NAME? .......................................................................................................................... 1
HISTORY IN RETROSPECT .................................................................................................................... 1
THE MAKING OF A CITY ......................................................................................................................... 2
GEOGRAPHY AND LOCATION ............................................................................................................. 2
TERRITORIAL COMPOSITION ........................................................................................................................ 3
DEMOGRAPHY ........................................................................................................................................... 4
COMPARATIVE POPULATION HISTORY ............................................................................................. 4
POPULATION SIZE ................................................................................................................................... 4
SOCIO-ECONOMIC PROFILE ............................................................................................................... 7
HEALTH....................................................................................................................................................... 7
EDUCATION ............................................................................................................................................... 8
PROTECTIVE SERVICES ........................................................................................................................ 8
BUSINESS PERMIT AND LICENSING SERVICES ...................................................................... 9
CITY ENGINEERING DEPARTMENT .............................................................................................. 19
CITY HEALTH DEPARTMENT ........................................................................................................... 21
OFFICE OF THE CITY BUILDING OFFICIAL .............................................................................. 24
TRICYCLE AND PEDICAB REGULATORY SERVICES ............................................................ 30
BUREAU OF FIRE PROTECTION ..................................................................................................... 33
BUSINESS OBSTRUCTION CLEARANCE DIVISION .............................................................. 36
CITY GENERAL SERVICES OFFICE ............................................................................................... 37
CIVIL REGISTRY DEPARTMENT ..................................................................................................... 39
iv
OFFICE OF THE LAND USE AND ZONING ADMINISTRATION.......................................... 46
PEOPLE’S LAW ENFORCEMENT BOARD .................................................................................... 52
PHILIPPINE NATIONAL POLICE ..................................................................................................... 53
CITY ASSESSOR’S OFFICE................................................................................................................ 55
CITY TREASURER’S OFFICE ............................................................................................................ 67
BARANGAY SECRETARIAT ............................................................................................................... 71
CALOOCAN CITY DISASTER RISK REDUCTION AND MANAGEMENT OFFICE ........ 74
CALOOCAN CITY MEDICAL CENTER ........................................................................................... 76
CALOOCAN CITY NORTH MEDICAL CENTER .......................................................................... 82
CALOOCAN WATERWORKS SYSTEM (PATUBIG) .................................................................. 87
CITY ACCOUNTANT’S OFFICE ........................................................................................................ 88
CITY BUDGET DEPARTMENT .......................................................................................................... 91
CITY LEGAL DEPARTMENT .............................................................................................................. 95
CITY LIBRARY SERVICES.................................................................................................................. 97
CITY PLANNING AND DEVELOPMENT DEPARTMENT ...................................................... 100
CITY SOCIAL WELFARE DEPARTMENT .................................................................................... 103
COMMUNITY RELATIONS SERVICES ........................................................................................ 119
CULTURAL AFFAIRS AND TOURISM OFFICE ........................................................................ 121
CITY ENVIRONMENTAL MANAGEMENT OFFICE ................................................................. 122
EXECUTIVE DIRECTION ................................................................................................................... 124
HUMAN RESOURCES MANAGEMENT SERVICES ................................................................. 137
INFORMATION TECHNOLOGY SERVICES ............................................................................... 143
INTERNAL AUDIT SERVICES OFFICE ........................................................................................ 145
LABOR AND INDUSTRIAL RELATIONS SERVICES .............................................................. 147
v
LIGA NG MGA BARANGAY .............................................................................................................. 154
OFFICE FOR THE URBAN POOR ................................................................................................... 156
OFFICE OF THE CITY ADMINISTRATOR................................................................................... 159
OFFICE OF THE CITY VETERINARIAN ...................................................................................... 162
OFFICE OF THE SENIOR CITIZENS AFFAIRS ........................................................................ 166
OFFICE OF THE VICE MAYOR ....................................................................................................... 168
PARKS AND RECREATION SERVICES ....................................................................................... 169
PUBLIC INFORMATION DIVISION ................................................................................................ 170
SANGGUNIANG PANLUNGSOD ..................................................................................................... 171
TRAFFIC ADJUDICATION BOARD DIVISION .......................................................................... 173
UNIVERSITY OF CALOOCAN CITY .............................................................................................. 174
PROCEDURE FOR FILING COMPLAINTS .................................................................................. 178
THROUGH e-mail OR FACEBOOK ACCOUNT ................................................................................ 178
THROUGH TEXT MESSAGE ............................................................................................................... 178
ANTI-RED TAPE ACT OF 2007 ....................................................................................................... 179
IMPLEMENTING RULES AND REGULATIONS ........................................................................ 186
TRANSPARENCY SEAL ..................................................................................................................... 197
DIRECTORY ............................................................................................................................................ 198
LOCAL GOVERNMENT OFFICES ............................................................................................... 198
(DEPARTMENTS) .............................................................................................................................. 201
NATIONAL GOVERNMENT OFFICES ...................................................................................... 207
BARANGAY OFFICIALS ................................................................................................................. 212
vi
FAST FACTS
WHAT’S IN THE NAME?

 From its beginning as a humble barrio of the town of Tondo located in a ‘libis’ (lowland), it
became known as ‘Libis Espina’ or ‘Aromahan’.
 Originating either from the Tagalog word ‘look’ meaning bay or ‘sulok’ meaning corner.
Caloocan might have meant ‘nasa sulok’ or in the corner since Caloocan is located where
the ends of the old town of Tondo and Tambobong (now Malabon) meet.
HISTORY IN RETROSPECT
 At the end of the 18th century, the fishermen of Aromahan climbed the hills to open
homesteads in Caloocan. Here, the land was free of thorny plants that infested the banks/
shorelines and although the hill was naturally stony, some form of agriculture was possible
and fishermen became farmers.
 In 1815, Caloocan was separated from Tondo and became an independent municipality.
Its original territory extended to the foothills of Marikina, San Mateo and Montalban in the
east; from Tinajeros, Tanza and Tala Rivers in the North; San Francisco del Monte,
Sampalok, Sta. Cruz and Tondo in the south; and Dagat-Dagatan or Aromahan in the
west.
 The first settlers of Libis Espina, mostly oppressed people from Tondo, fought the
landlords of Hacienda de Maysilo, the upper lands of the Dagat-dagatan area, the battle
for terrestrial rights went on for almost a hundred years.
 On August 30 1896, the Katipuneros led by Gat Andres Bonifacio aided them in the
rebellion against their oppressors in what is now known as the “Cry of Balintawak”.
 The Filipino forces in Caloocan participated actively in Intramuros siege of the Spanish
forces in Manila until their surrender to the Americans on August 13, 1898.
1
 On January 11, 1899, the people of Caloocan showed resistance to coming to terms with
the Americans, who were bent on extending their supremacy over the country.
 The men of Caloocan fought the new invaders on February 23, 1899, victory eluded the
local troops on the pretext of Gen. Antonio Luna’s rift with Aguinaldo’s loyalists.
THE MAKING OF A CITY
 In 1901, under the American Regime, Caloocan became one of the towns of the Province
of Rizal. Due to the consolidation of several municipalities, Novaliches became part of
Caloocan pursuant to Act 942, as amended by Acts 984 and 1008 of the Philippine
Commission.
 In 1939, pursuant to Commonwealth Act 502,

which created Quezon City as Capital of the
Philippines, Caloocan lost the following
barrios or sitios, namely: Balingasa, Kaingin,
Kangkong, La Loma, Malamig, Matalahib,
Masambong, San Isidro, San Jose, Santol
and Tatalon.
 In 1949, boundaries of Quezon City were

redefined pursuant to Republic Act 392 as
recommended by the Capital City Planning
Commission. Caloocan again lost several
barrios, namely: Baesa, Bagbag, Bahay-
Toro, Banlat, Novaliches, Pasong Tamo, San
Bartolome and Talipapa. This explains why
the City of Caloocan has two separate
territories.
 In 1961, the late Mayor Macario B. Asistio,

Sr., led the people of Caloocan to turn the
historic town into a city through a plebiscite
held in accordance with House Bill 6038,
which was passed and approved by both
chambers of the defunct Philippine
Congress.
 On February 16, 1962 Caloocan was inducted into Cityhood
GEOGRAPHY AND LOCATION

 Caloocan has a combined total land area of 5,333.40 hectares and is located at the
northern part of the National Capital Region (NCR, Region IV-A).
 The city is divided into two geographic locations, namely: South Caloocan, with an area
of 1,362.50 hectares and North Caloocan, with an area of 3,970.90 hectares.
2
 South Caloocan is bounded on the north-northwest by Valenzuela, Malabon and Navotas;

on the east by Quezon City; and on the south by the City of Manila. The greatest length,
north to south of the boundaries is about six kilometers and the greatest width, east to
west is seven kilometers.
 North Caloocan, on the other hand, is bounded on the north-northwest by the province of
Bulacan; on the south-southeast by Quezon City; and southwest by Valenzuela. Its
extreme southern boundary is about 1.7 kilometers apart from the northern extreme
boundary of South Caloocan. The greatest length, north to south of the boundaries is
eight kilometers and the greatest width, east to west is ten kilometers.
TERRITORIAL COMPOSITION
 The City of Caloocan is divided into two political boundaries, namely: District 1 and District
2.
 District 1 is composed of 70 barangays, which include Barangays 1 to 4, 77 to 85 and 132

to 188.
 District 2 is composed of 118 barangays, which include Barangays 5 to 76 and 86 to 131.
 The two districts are furher divided into 16 zones, which is composed of 188 barangays.
The breakdown is as follows:
Zone 01 – Barangay 01 – 12 Zone 09 – Barangay 094 – 105
3
DEMOGRAPHY
COMPARATIVE POPULATION HISTORY
2000 2010 2015

GROWTH GROWTH GROWTH
POPULATION POPULATION POPULATION
RATE RATE RATE
PHILIPPINES 76,504,077 2.36% 92,337,852 1.90% 100,979,303 1.72%
NCR 9,932,560 1.06% 11,855,975 1.78% 12,877,253 1.58%
CALOOCAN CITY 1,177,604 3.06% 1,489,040 2.37% 1,583,978 1.18%
 As of the latest NSO census in 2015, the city’s total population is 34.5% higher from the
census of 2000.
 Caloocan’s Population ranks 3rd among the cities and municipality in NCR.
POPULATION SIZE1
2015 (Actual) 2016 (Projected)
NCR 12,877,253 13,339,763

Caloocan 1,583,978 1,621,715
% of Pop. to NCR 12.30% 12.16%
ANNUAL GROWTH RATE 2010–2015 1.18 %

NUMBER OF YEARS TO DOUBLE 2015 POPULATION 59.9 Years
IT IS PROJECTED THAT BY YEAR 2025 THE POPULATION OF CALOOCAN WILL REACH
1,781,871
Division 2010 (Actual) 2016 (Projected)
By Geographical Location
North Caloocan 998,887 1,022,685
South Caloocan 585,091 599,030
By Political District
District I 1,193,419 1,221,851
District II 390,559 399,864
1 *Source: Census of Population and Housing – August 1, 2015, Philippine Statistics Authority
4
POPULATION DISTRIBUTION BY AGE GROUP AND SEX

Year 2015
80+ (1,873) 4,330

75-79 (2,800) 4,807
70-74 (5,583) 8,298
65-69 (8,645) 10,742
60-64 (16,303) 18,778 Male Female
55-59 (24,205) 25,450
50-54 (34,241) 35,057
45-49 (42,233) 43,141
40-44 (50,089) 50,051
35-39 (55,410) 54,842
30-34 (64,893) 64,914
25-29 (70,330) 72,757
20-24 (75,147) 77,918
15-19 (79,334) 81,207
10-14 (84,065) 80,165
5-9 (85,977) 79,880
1-4 (69,766) 65,676
under 1 (17,983) 17,089
MEDIAN AGE: 23.26 years old

SCHOOL GOING AGE POPULATION
Year 2015
AGE ENROLLMENT
TOTAL MALE FEMALE
GROUP RATE
3-5 101,567 52,521 49,046 No Data
6-11 203,649 105,402 98,247 87.69%
12-15 131,723 67,094 64,629 81.60%
16-17 65,106 32,267 32,839 -
18-21 132,393 64,730 67,663 No Data
Total 634,438 322,014 312,424
5
WORKING AGE POPULATION2

Year 2015
STATUS NCR CALOOCAN

TOTAL LABOR FORCE 8,288,000 1,036,878
ECONOMICALLY ACTIVE 62.4% 65.46%
EMPLOYMENT 92.8% 90.45%
UNEMPLOYMENT 7.2% 9.55%
UNDEREMPLOYMENT 12.9% 10%
DEPENDENCY AGE STRUCTURE

(2015 Actual Census)
AGE GROUP POPULATION % SHARE

0-4 170,317 10.79%
5 -14 329,717 20.82%
15 - 64 1,036,878 65.46%
65 AND OVER 2.97% 2.97%
Note: 15 -64 years old – Working Age
53 out of every 100

individuals are part of the working group.
NUMBER OF HOUSEHOLDS3
2015 367,878
2017 377,143
AVERAGE HOUSEHOLD SIZE
2015 4.3 member/ household
2017 4.3 member/household
HOUSEHOLD DENSITY(per square hectare)

2015 68.98 households/ sq. hectare
2017 70.71 households/ sq. hectare
2 PSA Labor Force Survey October 2015

3
Census of Population and Housing - May 1, 2010, National Statistics Office (September 27, 2012 Official Release)
6
SOCIO-ECONOMIC PROFILE
HEALTH4
NUMBER OF MEDICAL FACILITIES

Government Hospitals (with one special hospital) 3
Private Hospitals 12
Health Centers 45
Lying-in 2
4 Source: Caloocan Health Department
7
EDUCATION5
EDUCATIONAL INSTITUTIONS*
Day Care Centers 220
Elementary 256
 Public 54
 Private 201
High School 109
 Public 31
 Private 78
College 22
 Public 1 (4 Campuses)
 Private 21
Vocational 42
 Public 1 (4 Campuses)
 Private 41
PROTECTIVE SERVICES6
POLICE FORCE
Number of Policeman 892
Number of Police Station
 Headquarters 1
 Sub-stations 8
Police/ Population Ratio* 1:1,922
FIREFIGHTERS
Number of Firemen 171
Number of Fire Stations
 Central 1
 Sub-station 10
Firefighters/ Population Ratio* 1:10,024
5
SY 2016 – 2017. DepED Division Office, City of Caloocan
6
2016 POC Annual Reports
8
BUSINESS PERMIT AND LICENSING SERVICES

FUNCTIONAL STATEMENT:
Regulate and monitor all business establishments operating in the City to ensure their
compliance with applicable laws, standards, issuances, laws and regulations.
FRONTLINE SERVICES ISSUANCE OF BUSINESS STATUS CERTIFICATION

STEP 1 File letter of request from Business Permits and Licensing Office (BPLO)
Felman V. Pagtalunan
SERVICE PROVIDER Allan Bartolome
Roderick Pablo
DURATION 1 minute
REQUIRED DOCUMENTS Letter of request
REQUIRED FEES None
STEP 2 Verification of records
SERVICE PROVIDER Florante Enriquez Catherine Ann Torres
DURATION 5 minutes
REQUIRED DOCUMENTS Letter of request
Payment of fees
STEP 3
(BPLO issues Order of Payment and instructs the client to pay at CTO)
SERVICE PROVIDER City Treasurer's Office Collection Clerk
Order of Payment
REQUIRED DOCUMENTS
Patient Gov't. Agencies Others
REQUIRED FEES P 20.00 P 20.00 P 100.00
STEP 4 Preparation and print of certification
PERSON/S RESPONSIBLE Ma. Ethel Christine S. Din
DURATION 6 minutes
REQUIRED DOCUMENTS Official Receipt and other required documents
STEP 5 Releasing of Certification
SERVICE PROVIDER Felman V. Pagtalunan Roderick Pablo Allan Bartolome
DURATION 30 seconds
9
FRONTLINE SERVICES ISSUANCE OF TRUE COPY OF BUSINESS / MAYOR'S PERMIT

FRONTLINE SERVICES ISSUANCE OF TRUE COPY OF BUSINESS/ MAYOR'S PERMIT
STEPS 1 Submission of documents
SERVICE PROVIDER Felman V. Pagtalunan Allan Bartolome Roderick Pablo
DURATION 1 minute
REQUIRED DOCUMENTS Original and photocopy of Business/ Mayor's Permit
REQUIRED FEES P 20.00 per copy
Payment of fees (BPLO issues Order of Payment and instructs the client to
STEPS 2
pay at CTO)
SERVICE PROVIDER City Treasurer's Office Collection Clerks
REQUIRED DOCUMENTS Order of Payment
STEPS 3 Verification/ check documents at the counter
SERVICE PROVIDER Michelle T. Esmao
DURATION 1 minute
REQUIRED DOCUMENTS Official Receipt, Original/ Photocopy of business/ Mayor’s Permit
STEPS 4 Certification of True Copy of Business/ Mayor’s Permit
Atty. Emmanuel Emilio P. Vergara - City Gov’t. Asst. Dept. Head II
SERVICE PROVIDER
Michelle T. Esmao Maria
DURATION 1 minute
REQUIRED DOCUMENTS Official Receipt, Original/ Photocopy of business/ Mayor’s Permit
STEPS 5 Release
SERVICE PROVIDER Felman V. Pagtalunan Roderick Pablo Allan Bartolome
DURATION 1 minute
FRONTLINE SERVICES ISSUANCE OF MAYOR'S PERMIT ON OCCUPATION

STEPS 1 Fill out Application Form and issuance of Order of Payment
SERVICE PROVIDER Marichu Tan
DURATION 5 minutes
REQUIRED DOCUMENTS Birth Certificate, Police/ NBI Clearance, Health Certificate
STEPS 2 Payment of fees
SERVICE PROVIDER City Treasurer’s Office Collection Clerk
DURATION 5-15 minutes
REQUIRED FEES P 100.00
STEPS 3 Encode information
DURATION 10 minutes
REQUIRED DOCUMENTS Official Receipt with Application Form and requirements
STEPS 4 Print Mayor’s Permit on Occupation
DURATION 5 minutes
STEPS 5 Release Mayor’s Permit on Occupation
DURATION 5 minutes
10
ISSUANCE OF BUSINESS/ MAYOR'S PERMIT

FRONTLINE SERVICES
New Application (Low Risk)
Variable based on capital, type of business, number of employees and area of
REQUIRED FEES
business
Assessment
STEP 1 Receiving of verified and duly accomplished application form and other required
documents for Encoding and Assessment/Computation of tax and regulatory fees
Felman V. Pagtalunan Florecita Crudo Marelyn Galing
Alan Bartolome Teresita Pulmano Ma. Corazon Arcadio
SERVICE PROVIDER Roderick Pablo Michelle Esmao Adelina Cano
Leonila D. Asistio Ma. Verena Mendoza Gloria Sibal
Maria Jean Sanchez
DURATION 25 minutes
STEP 2 Payment of Assessed Fees
SERVICE PROVIDER CTO’s Collection Clerk
Receive Application with complete requirements for Printing and Releasing
STEP 3
of Mayor’s Permit on Business
SERVICE PROVIDER Florante Enriquez Vincent Noveno Catherine Ann Torres
DURATION 3 minutes
1. A) SINGLE PROPRIETORSHIP
Department of Trade & Industry (DTI) Registration
B) CORPORATION/ PARTNERSHIP/ FOUNDATION
Securities & Exchange Commission (SEC) Registration Articles of
Incorporation/ Partnership
C) COOPERATIVE
Cooperative Development Authority (CDA) Registration
REQUIRED DOCUMENTS
2. Barangay Clearance
3. Community Tax Certificate (Cedula)
4. A) If Place of Business is OWNED – Photocopy of Original/ Transfer
Certificate of Title (OCT/ TCT)
B) If place of business is RENTED – Photocopy of Contract of Lease
5. Public Legal Liability Insurance
REQUIRED DOCUMENTS 6. Picture of Establishment with sketch of location
 outside view with SIGNBOARD
 inside view
SPECIAL REQUIREMENTS:
Financial Institutions (Banks/ Pawnshops/ Foreign Exchange Dealer/ Money
Changer/ Lending/ Remittance Agents)
 BSP Certificate of Registration or Authority to Operate
 Bank Deposit Certificate (P 500,000.00)
Employment Agency/ Manpower/ Recruitment
 For Local Employment only – DOLE Registration
 For Overseas Employment – POEA Registration
Security Agency: PNP License to Operate
Water Station
 Portability Test
11
 Physico-Chemical
 Permit to Operate from DOH
Drugstore
 BFAD License to Operate
 PRC Certificate of Pharmacist
Repair Shop
 DTI Accreditation
Birthing House/ Maternity
 Philhealth Accreditation
Warehouse
 Main Office Permit
Franchised Business: Franchise Agreement
*Order of Payment, Application Form and other documents stated above. Official
Receipt, Sanitary Permit, Application Form and other documents stated above.
Business/ Mayor’s Permit, Official Receipt, Sanitary Permit, Application Form and
other documents stated above.
ISSUANCE OF BUSINESS/ MAYOR'S PERMIT

FRONTLINE SERVICES
New Application (High Risk)
Variable based on capital, type of business, number of employees and area of
REQUIRED FEES
business
Verification of applicant's previous record and/ or apprehension
- if found to be a delinquent taxpayer, or not a new applicant or with
apprehension: the applicant is required to settle all delinquencies before
applying for a new business
STEP 1
- if no record was found, proceed to receiving area for proper assistance of
the application
*Applicant is advised to secure Locational Clearance at the Office of Land
Use and Zoning Administration
SERVICE PROVIDER Florante Enriquez Vincent Noveno Catherine Ann Torres
Receive of verified and duly accomplished application form and other
STEP 2
required documents
SERVICE PROVIDER Roderick Pablo Allan Bartolome
DURATION 5 minutes
STEP 3 Inspection
Emmanuel De Regla Roderick Pablo Ramon Garcia
SERVICE PROVIDER Ryan T. Santos Raul Gonzales Bayani Yang
Cesar Estrella Renato Dela Cruz Joselito Alcaraz, Jr.
DURATION 1-2 days
STEP 4 Follow steps 3 to 13 stated in the Low Risk category
Variable based on capital, type of business and number of employees
1. Required documents for:
REQUIRED DOCUMENTS
A. SINGLE PROPRIETORSHIP
Department of Trade & Industry (DTI) Registration
12
B. CORPORATION/ PARTNERSHIP/ FOUNDATION

Securities & Exchange Commission (SEC) Registration
Articles of Incorporation/ Partnership
C. COOPERATIVE
Cooperative Development Authority (CDA) Registration
4. A. If place of business is OWNED – Photocopy of Original/ Transfer
Certificate of Title (OCT/ TCT)
B. If place of business is RENTED – Photocopy of Contract of Lease
5. Public Legal Liability Insurance
6. Picture of Establishment with sketch of location
 outside view with SIGNBOARD
 inside view
ADDITIONAL REQUIREMENTS:
Mfg./ Dealer/ Importer of TOYS
 License to Operate from Bureau of Health Devices & Technology (BHDT)
of DOH
Gasoline Station
 Cert. of Compliance (COC)
 Dept. of Energy
LPG Dealer/ Retailer
 Standard Compliance Cert. (SCC)
 Dept. of Energy
Guns & Ammunition
 PNP Clearance
Advertising
 Building Permit
Videoke Bars/ Clubs
 Health Certificate
 Occupational Permit
Learning Institution
 Department of Education Registration
Transport Service
 LTFRB Franchise
Pest Control
 Fertilizer and Pesticides Authority
General Contractor
 PCAB License
Car Washing
 Clearance/ Permits from Laguna Lake Development Authority (LLDA)
Rice Dealer
 National Grains Authority
Chemical Mfg./ Dealer/ Storage
 PDEA License to Handle Controlled Precursors and Essential Chemicals
Soap/ Cosmetics Mfg./ Dealer
13
 BFAD License to Operate

 Certificate of Product Registration
Customs Brokerage
 Bureau of Customs License
Video Rental Services
 Videogram Permit
Real Estate Lessor
 Occupancy Permit
Mining Industry
 DENR Clearance
Messengerial and Courier Services
 DOTC Permit
Telecommunications Services
 National Telecommunications Commissions Clearance (NTCC)
SUBJECT TO LOCATIONAL CLEARANCE
1. Manufacturing
2. Internet Café/ Computer Rental
3. Billiard Halls
4. Gas Station
5. LPG Retailer/ Dealer
6. Lotto
7. OTB
8. KTV/ Bars
9. Malls/ Commercial Complex
10. Cemetery/ Columbarium/ Mortuary
11. Slaughter House
12. Bus/ Jeepney Terminal with DPSTM Clearance
13. Junkshop/ Scrap material with DPSTM Clearance
14. Trucking Service with DPSTM Clearance
15. Vulcanizing/ Galvanizing with DPSTM Clearance
16. Auto/ Truck Repair Shop with DPSTM Clearance
17. Machine Shop
18. Cell Site
19. Funeral Parlor
20. Car Wash
21. Schools
22. Silkscreen Printing
FRONTLINE SERVICES RENEWAL BUSINSS/ MAYOR’S PERMIT (JAN. 2-20)

STEP 1 Provision of Application Form, basic information and list of requirements
REQUIRED FEES Variable based on gross receipts
SERVICE PROVIDER Bayani Yang Emmanuel De Regla
DURATION 1 minute
Barangay Clearance
REQUIRED DOCUMENTS Community Tax Certificate(Cedula)
Comprehensive General Liability Insurance
14
Additional requirement for High Risk Business

Locational Clearance and other special requirements
STEP 2 Receive
DURATION 5 minutes
REQUIRED DOCUMENTS Application Form and other documents stated above
STEP 3 Encode Application Form
SERVICE PROVIDER Florante Enriquez Catherine Ann C. Torres
Ma. Ethel Christine S. Din Vincent Noveno
DURATION 5 minutes
STEP 4 Assessment/ Computation of tax and regulatory fees
SERVICE PROVIDER Leonila Asistio Teresita Pulmano Ma. Corazon Arcadio
Maria Jean Sanchez Michelle Esmao Adelina Cano
Florecita Crudo Ma. Verena Mendoza
STEP 5 Payment
SERVICE PROVIDER City Treasurer’s Office
REQUIRED DOCUMENTS Order of Payment, Application Form and other documents stated above
STEP 6 Sanitary Permit
SERVICE PROVIDER Sanitation Division
Official Receipt, Order of payment ,Application Form and other documents stated
REQUIRED DOCUMENTS
above
STEP 7 Fire Certificate
SERVICE PROVIDER Bureau of Fire Protection
Previous Fire Certificate, Sanitary Permit, Official Receipt, Order of Payment,
REQUIRED DOCUMENTS
Application Form and other documents stated above
Receive Application Form together with the Sanitary Permit, Official
STEP 8
Receipts and the necessary requirements
SERVICE PROVIDER Cesar Estrella Renato M. Dela Cruz
DURATION 5 minutes
STEP 9 Print of Business/ Mayor’s Permit
SERVICE PROVIDER Carmenlina F. Espiritu
Locational Clearance and other special requirements, Fire Certificate, Sanitary
REQUIRED DOCUMENTS Permit, Official Receipt, Order of Payment, Application Form and other documents
stated above
STEP 10 Final check/ review of all documents/ requirements needed
SERVICE PROVIDER Ryan T. Santos Roxanne Iglesia Felman Pagtalunan
DURATION 5 minutes
Business/ Mayor’s Permit, Locational Clearance and other special requirements,
REQUIRED DOCUMENTS Fire Certificate, Sanitary Permit, Official Receipt, Order of Payment, Application
Form and other documents stated above
STEP 11 Sign/ Approval of Business Permit
SERVICE PROVIDER Atty. Emmanuel Emilio P. Vergara (CGADH II)
DURATION 5 minutes
15

STEP 12 Record of Business/ Mayor’s Permit for release
SERVICE PROVIDER Michelle Esmao
DURATION 5 minutes
STEP 13 Release of Business/ Mayor’s Permit
SERVICE PROVIDER Noel Sanchez
DURATION 10 minutes
FRONTLINE SERVICES RENEWAL BUSINESS/ MAYOR’S PERMIT (ORDINARY PERIOD)

REQUIRED FEES Variable based on gross receipts
Provision of Application Form, basic information and list of requirements
STEP 1 Receive the duly accomplished Application Form and other required
documents
DURATION 8 minutes
Barangay Clearance, Community Tax Certificate (Cedula), Comprehensive
REQUIRED DOCUMENTS General Liability Insurance, additional requirement for High Risk Business,
Locational Clearance and other special requirements
STEP 2 Encode Application Form
Florante Enriquez Catherine Ann Torres
SERVICE PROVIDER
DURATION 3 minutes
STEP 3 Assessment/ Computation of tax and regulatory fees
Leonila Asistio Teresita Pulmano Ma. Corazon Arcadio
SERVICE PROVIDER Maria Jean Sanchez Michelle Esmao Adelina Cano
Florecita Crudo Ma. Verena Mendoza
DURATION 5 minutes
STEP 4 Review/ Approval of the Assessment
16
SERVICE PROVIDER Ryan T. Santos Roxanne Iglesia Felman Pagtalunan

DURATION 5 minutes
STEP 5 Payment
STEP 6 Sanitary Permit
SERVICE PROVIDER Sanitation Division
Official Receipt, Order of Payment, Application Form and other documents stated
REQUIRED DOCUMENTS
above
STEP 7 Print the Business/ Mayor’s Permit
Sanitary Permit, Official Receipt, Order of Payment, Application Form and other
REQUIRED DOCUMENTS
documents stated above
STEP 8 Sign/ Approval of Business/ Mayor’s Permit
DURATION 5 minutes
Business/ Mayor’s Permit, Sanitary Permit, Official Receipt, Order of Payment,
REQUIRED DOCUMENTS
Application Form and other documents stated above
STEP 9 Record the Business/ Mayor’s Permit for release
PERSON RESPONSIBLE Michelle Esmao
DURATION 5 minutes
STEP 10 Release of Business/ Mayor’s Permit
DURATION 10 minutes
FRONTLINE SERVICES AMENDMENT OF BUSINESS/ MAYOR’S PERMIT

REQUIRED FEES P 100.00
STEP 1 File letter of request from Business Permits and Licensing Office (BPLO)
DURATION 1 minute
Letter of request
Original Business/ Mayor’s Permit
Deed of Sale or Transfer of Rights for Change of Ownership
REQUIRED DOCUMENTS
For Change of Business Name - DTI Registration
For Change of Address - Barangay Clearance and Contract of Lease
For Change of Business Organization - SEC Registration (from Single to Corp.)
Payment of fees (BPLO issues Order of Payment and instructs the client to
STEP 2
pay at CTO)
STEP 3 Update/ Encode necessary information to amend/ change
Florante Enriquez Catherine Ann Torres
SERVICE PROVIDER
DURATION 3 minutes
17

STEP 4 Print of amended Business/ Mayor’s Permit
DURATION 5 minutes
STEP 5 Sign/ Approval of Business/ Mayor’s Permit
DURATION 5 minutes
REQUIRED DOCUMENTS Business/ Mayor’s Permit, Official Receipt and other required documents
STEP 6 Record of amended Business/ Mayor’s Permit
SERVICE PROVIDER Michelle Esmao
DURATION 3 minutes
REQUIRED DOCUMENTS Business/ Mayor’s Permit, Official Receipt and other required documents
STEP 7 Release of amended Business/ Mayor’s Permit
DURATION 3 minutes
RECEIVE OF COMPLAINTS IN CONNECTION OF BUSINESS/ MAYOR’S

FRONTLINE SERVICES
PERMIT
REQUIRED FEES None
STEP 1 Fill out Complaint Form
SERVICE PROVIDER Leonila Asistio
DURATION 2 minutes
STEP 2 Verification of records
SERVICE PROVIDER Catherine Ann C. Torres
DURATION 3 minutes
REQUIRED DOCUMENTS Complaint Form
STEP 3 Inspection of the nature of complaint
DURATION 1 day
REQUIRED DOCUMENTS Complaint Form
STEP 4 Re-verification of record, if necessary
SERVICE PROVIDER Catherine Ann C. Torres
DURATION 30 seconds
REQUIRED DOCUMENTS Accomplished Complaint Form, Inspection Report
STEP 5 Delivery of the Notice of Assessment
DURATION 1 day
18
CITY ENGINEERING DEPARTMENT

Supervision, construction, repair, maintenance and improvement of government
facilities, streets, bridges, building, and other infrastructure projects of the city, and
enforce laws and ordinances relative thereto.
ISSUANCE OF THE REQUIRED EXCAVATION PERMIT FOR INDIVIDUAL

FRONTLINE SERVICE
HOUSE SERVICE CONNECTION (MWSI)
STEP 1 Submission of documents
STEP 2 Site inspection
SERVICE PROVIDER Engr. Renato de Guzman
STEP 3 Compute and issue Order of Payment
STEP 4 Payment of fees
SERVICE PROVIDER Cashier/ City Treasurer’s Office Collection Clerk (Windows 17 to 25)
STEP 5 Sign/ Approve Excavation Permit
SERVICE PROVIDER Engr. Oliver R. Hernandez (Officer-in-Charge)
STEP 6 Release permit
SERVICE PROVIDER Corazon Gatmaitan
DURATION 5 days
2. Documents from Maynilad Water Services, Inc. (MWSI):
 Request for excavation/ certified application for house service connection
REQUIRED DOCUMENT/S
 Application Inspection Report
 Payment Receipt from MWSI
Processing Fee:
1) For pole & HSC………………………...P 500.00
2) For soil testing operation/bore hole…..…300.00
3) For all other excavation………………...1.000
REQUIRED FEES
Excavation Fee:
a) Underground utility lines:
1) First fifty linear meter…………………….P500.00
2) Over fifty linear meters ..per meter………..15.00
19
b) For installation of wooden/concrete pole ..per pole….30.00

c) For foundation of structure..per sq.m………………….25.00
Restoration Fee, per sq.m. or fraction thereof on affected pavement
1) 100mm thickness……………..………………..…..…..800.00
2) 150mm thickness……………………………………….900.00
3) 200mm thickness…………………..…………..….…1,000.00
4) 250mm thickness……………………………..……...1,200.00
5) 300mm thickness………………………………..…...1,500.00
6) Macadam pavement…………………………………....100.00
7) Ashalt pavement…………………………………..……600.00
8) Curb & gutter per lm………………………….....……..400.00
ISSUANCE OF EXCAVATION PERMIT TO MAJOR PUBLIC UTILITIES

FRONTLINE SERVICE Manila Electric Company (MERALCO), Philippine Long Distance Telephone
Company (PLDT), MWSI, etc.
STEP 1 Submission of required documents
STEP 2 Site inspection
STEP 3 Compute and issue Order of Payment
STEP 4 Payment of fees
STEP 5 Approve Excavation Permit
SERVICE PROVIDER Engr. Oliver R. Hernandez (Officer-in-Charge)
STEP 6 Issue permit
SERVICE PROVIDER Corazon Gatmaitan
DURATION 15 days
1. Plans 3. Community Tax Clearance (Cedula)
REQUIRED DOCUMENT/S
Processing Fee:
a) For pole & HSC…………………………….………..P 500.00
b) For soil testing operation/bore hole……….…………300.00
c) For all other excavation…………………….……....1.000
Excavation Fee:
a) Underground utility lines:
1) First fifty linear meter………………….…….….P500.00
2) Over fifty linear meters ..per meter……………….15.00
b) For installation of wooden/concrete pole ..per pole….30.00
c) For foundation of structure..per sq.m….25.00
REQUIRED FEES
Restoration Fee, per sq.m. or fraction threofon affected pavement
1) 100mm thickness……………..…………….……..…..800.00
2) 150mm thickness……………………………..……….900.00
3) 200mm thickness…………………..………….….…1,000.00
4) 250mm thickness…………………………….……...1,200.00
5) 300mm thickness…………………………….……...1,500.00
6) Macadam pavement…………………………..……....100.00
7) Asphalt pavement………………………………...……600.00
8) Curb & gutter per lm…………………..……..400.00
Contractor’s Tax on Business & Supervision
20
CITY HEALTH DEPARTMENT

Promote the welfare of the people by providing them with comprehensive primary health
care and environmental sanitation program.
FRONTLINE SERVICE ISSUANCE OF HEALTH CERTIFICATE
STEP 1 Submission of requirements
SERVICE PROVIDER Modesto G. Saplan Levi N. Francisco
DURATION 1 minute
STEP 2 Issue Order of Payment
SERVICE PROVIDER Modesto G. Saplan Levi N. Francisco
DURATION 30 seconds
STEP 3 Issue Medical Certificate
SERVICE PROVIDER Employee’s Clinic Personnel
DURATION 3 minutes
STEP 4 Process Health Certificate
SERVICE PROVIDER Officer of the day
DURATION 5 minutes
STEP 5 Sign and Release Health Certificate
SERVICE PROVIDER Dr. Maybelle Sison (Officer-in-Charge)
DURATION 3 minutes
1. 1 x 1 Picture
2. Food handling seminar certificate for food handlers
3. Chest X-Ray (6 months to 1 year)
REQUIRED DOCUMENT/S
4. Fecalysis Report (1 month)
5. Urinalysis Result (1 week)
6. Official Receipt of Health Certificate
1. P20.00 – Seminar Fee for food handlers
REQUIRED FEES
2. P100.00 – Health Certificate
FRONTLINE SERVICE ISSUANCE OF SANITARY PERMIT

STEP 1 Submission and validation of requirements
SERVICE PROVIDER Officer of the day
21
DURATION 5 minutes
STEP 2 Process Sanitary Permit
SERVICE PROVIDER Lolita P. Corpuz
DURATION 5 minutes
STEP 3 Sign and release Sanitary Permit
SERVICE PROVIDER Dr. Maybelle Sison (Officer-in-Charge)
DURATION 3 minutes
1. Fully accomplished Application Form with corresponding statement of account
2. Official Receipt of Payment based on assessment as indicated in the revenue
code (City Treasurer’s Office)
REQUIRED DOCUMENT/S
3. Temporary Sanitary Permit
4. Health Certificate of personnel
5. Other requirements depending on the kind of business
FRONTLINE SERVICE ISSUANCE OF MEDICAL CERTIFICATE

Present requirements and test results to Admitting Section (all original
STEP 1
copies)
SERVICE PROVIDER Jose Ramon G. Sese, RN
DURATION 1 minute
STEP 2 Conduct physical examination, diagnostic and treatment
SERVICE PROVIDER Dr. Zenaida Tan-Calupaz
DURATION 3 minutes
SERVICE PROVIDER Adelia B. Manzano, RN
DURATION 1 minute
STEP 4 Pay the required amount of fees
DURATION 2 minutes
REQUIRED FEES PhP 50.00
STEP 5 Encode Medical Certificate
SERVICE PROVIDER Jose Ramon G. Sese, RN
DURATION 2 minutes
STEP 6 Release of Health Certificate
SERVICE PROVIDER Adelia B. Manzano, RN
DURATION 1 minute
1. Chest X-ray, Urinalysis and Fecalysis 2. CBC, Urinalysis, Chest X-ray and
REQUIRED DOCUMENT/S
for private clients Drug Test for gov’t. employees
FRONTLINE SERVICE LABORATORY

Receive referrals from the employees clinic, health centers, government/
STEP 1
private hospitals and private practitioners
SERVICE PROVIDER Analiza Guiterrez
DURATION 2 minutes
22
STEP 2 Examine urine, stool, CBC\blood, sputum and Rapid Dengue Test
SERVICE PROVIDER Medical Technologist on duty
Urine/ Stool – 1 hour Sputum Exam. – after 2 days
DURATION
CBC/ Blood – 1 to 2 hours Rapid Dengue Test – 1 hour
STEP 3 Payment of fees based on lab test requested
Urine – P30.00 Stool – P30.00 Sputum Exam. – free
REQUIRED FEES
CBC/ Blood – P60.00 Rapid Dengue Test – free
STEP 4 Report and record results
SERVICE PROVIDER Analiza Gutierrez
DURATION 2 minutes
STEP 5 Issue laboratory results
SERVICE PROVIDER Analiza Guiterrez
DURATION 2 minutes
FRONTLINE SERVICE CEMETERY SERVICES

STEP 1 Present requirements at the counter
SERVICE PROVIDER Gildred Alentajan
DURATION 1 minute
DURATION 1 minute
STEP 4 Pay required amount of fees
DURATION 20 minutes
REQUIRED FEES Depends on the service needed
STEP 5 Issuance of Permit
DURATION 3 minutes
STEP 6 Signature
SERVICE PROVIDER Dr. Maybelle P. Sison (Officer-in-Charge)
DURATION 3 minutes
23
OFFICE OF THE CITY BUILDING OFFICIAL

Enforce the National Building Code (P.D. 1096) and Chapter 10 of the Updated
Caloocan City Revenue Code under City Ordinance No. 0368 s. 2004 pertinent to the
construction, improvement, repair or demolition of any building or structure within the
territorial jurisdiction of the city.
FRONTLINE SERVICE ISSUANCE OF BUILDING/ SANITARY PERMIT

STEP 1 Secure Locational/ Zoning Clearance
SERVICE PROVIDER Land Use and Zoning Division, City Planning and Development Department
STEP 2 Submit all requirements
SERVICE PROVIDER Melvin Barba
STEP 3 Process application
STEP 3A Accomplish time schedule
Oro Ricafort Alfredo Sarmiento Ramiro Rañon Mario Lasala
SERVICE PROVIDER George Quan Aurea Recto Erlinda Arcadio City Building
Bernardo Recto Ronald Gervacio Lourdes Eustaquio Official
STEP 3B Assess and pay required amount
SERVICE PROVIDER Erlinda Arcadio Arch. Ronald Gervacio
STEP 3C Endorse to the Bureau of Fire Protection
PERSO/SN RESPONSIBLE Engr. Romeo F. Oña (Officer-in-Charge)
STEP 3D Issue Fire Safety Inspection Requirement (FSIR)
SERVICE PROVIDER F/ Supt. Roel Jeremy Diaz (City Fire Marshall)
STEP 4 Conduct final evaluation
SERVICE PROVIDER Lourdes Eustaquio
STEP 5 Issue and release permit
SERVICE PROVIDER Engr. Godofredo S. Gravador (Officer-in-Charge) Criselda Camacho
DURATION Based on submitted time schedule and completion of all necessary documents
1. Accomplished Application Form signed by the owner, sealed and signed by an

architect/ civil engineer/ sanitary engineer in charge of the construction
REQUIRED DOCUMENT/S 2. Lot Plan
3. Homeowner’s Association Clearance, if necessary
24
4. Transfer Certificate of Title (TCT) - Certified by the Registry of Deeds/ Deed of

Absolute Sale
5. Tax Declaration (photocopy)
6. Tax Receipt (photocopy)
7. Contract of Lease, if the property is not owned by applicant (photocopy)
8. Barangay Clearance for Building Permit
9. Building Plans signed and sealed by architect/ civil engineer/ sanitary engineer
(five sets)
10. Photocopy of Philippine Regulatory Commission (PRC) I.D. and Philippine Tax
REQUIRED DOCUMENT/S Registration (PTR) receipts of signing architects/ engineers in charge, with
three specimen signatures
11. Bill of Materials (two sets)
12. Specification (two sets)
13. Scope of Work (two sets)
14. Structural Computations – two-storey and above (two sets)
15. Soil Boring Test , three-storey and above (two sets)
16. Logbook
17. Locational Clearance
REQUIRED FEES Based on the National Building Code and City Ordinances
FRONTLINE SERVICE ISSUANCE OF OCCUPANCY PERMIT

PERSON/S RESPONSIBLE Melvin Barba
STEP 2 Conduct site inspection
SERVICE PROVIDER Oro Ricafort George Quan Bernardo Recto Alfredo Sarmiento
STEP 3A Assess and pay required amount of fees
STEP 3B Endorse to the Bureau of Fire Protection
SERVICE PROVIDER Engr. Romeo F. Oña (Officer-in-Charge)
STEP 3C Issue Fire Safety Inspection Certificate (FSIC)
SERVICE PROVIDER F/ Supt. Roel Jeremy Diaz (City Fire Marshall)
SERVICE PROVIDER Criselda Camacho
DURATION Based on compliance (i.e. Inspection Report)
1. Certificate of Completion Form (signed and sealed by professionals)
2. Approved Building Permits and Plans with photocopy
REQUIRED DOCUMENT/S
3. 5R pictures (front and side)
4. Logbook
25
FRONTLINE SERVICE ISSUANCE OF MECHANICAL PERMIT

STEP 1 Submit Application Form and requirements
PERSON/S RESPONSIBLE Gloria Gabisan
STEP 2 Schedule inspection
Francisco Acab Ariel Feliciano Roland Espero Geronimo Santos
SERVICE PROVIDER
Romeo Bautista Cecilia Tuazon Lamberto Laxamana Dante Paule
STEP 3 Conduct site inspection
Francisco Acab Ariel Feliciano Roland Espero Geronimo Santos
SERVICE PROVIDER
Romeo Bautista Cecilia Tuazon Lamberto Laxamana Dante Paule
PERSON/S RESPONSIBLE Gloria Gabisan
STEP 5 Approve Permit Plan
SERVICE PROVIDER Francisco Acab Engr. Romeo F. Oña (Officer-in-Charge)
SERVICE PROVIDER Gloria Gabisan
DURATION 5 days
1. Plans signed and sealed by a professional mechanical engineers (three sets)
2. Mayor’s Permit
REQUIRED DOCUMENT/S
3. Environmental Compliance Certificate (ECC) – for Boiler and Gas Station
Application
FRONTLINE SERVICE ISSUANCE OF ANNUAL BUILDING PERMIT

New - Submit requirements (Building Permit, Plan, signed and sealed by
a Civil Engineer/ Architect, copy of Mayor’s Permit, Barangay
STEP 1 Clearance, Contract of Lease)
Renewal – Submit forms and requirements (latest signed permit and
Official Receipt)
STEP 2 Conduct site inspection and evaluation
Aurea Recto Christopher Quan Alberto Laxamana
SERVICE PROVIDER
Edwin Bernardo Cecille Tuazon
STEP 3 Receive requirements
PERSON/S RESPONSIBLE Aurea Recto
SERVICE PROVIDER Enrico Santos
STEP 5 Approve permit
SERVICE PROVIDER Cristina Sanchez Engr. Romeo F. Oña (Officer-in-Charge)
PERSON/S RESPONSIBLE Enrico Santos
DURATION 2 weeks
1. Approved Building Permit and Plans/ Lease Contract
2. Certificate of Occupancy
REQUIRED DOCUMENT/S 3. Sanitary/ Plumbing Permit and Plumbing Certificate
4. Signboard Permit/ Approved Plan
5. Certificate of Structure Stability
26
6. Certificate of Electrical Inspection (CEI)/ Plan

7. Mechanical Permit/ Plans
8. Fire Safety Inspection Certificate (FSIC)
9. Business Licenses
10. Tax Declaration on Improvement
11. Annual Inspection Certificate (for renewal)
REQUIRED FEES Based on area computation
FRONTLINE SERVICE ISSUANCE OF REPAIR PERMIT

STEP 2A Fill up time schedule
SERVICE PROVIDER George Quan Aurea Recto Erlinda Arcadio
Bernardo Recto Ronald Gervacio Lourdes Eustaquio
STEP 2B Assess and pay required amount of fees
STEP 3 Final evaluation
PERSON/S RESPONSIBLE Lourdes Eustaquio
SERVICE PROVIDER Engr. Romeo F. Oña (Officer-in-Charge) Criselda Camacho
DURATION Based on time schedule
1. Application form accomplished and signed by the owners, sealed and signed
by an architect/ engineer in charge of the construction
2. TCT Certified from the Registry of Deeds/ Deed of Absolute Sale
REQUIRED DOCUMENT/S
5. Contract of Lease, if the property is not owned (photocopy)
7. Photocopy of PRC I.D. and PTR receipts of signing architect/ engineer in
charge
8. Bill of Materials (two sets)
FRONTLINE SERVICE ISSUANCE OF DEMOLITION/ FENCING PERMIT

STEP 2A Fill up time schedule
SERVICE PROVIDER George Quan Aurea Recto Erlinda Arcadio
Bernardo Recto Ronald Gervacio Lourdes Eustaquio
STEP 2B Assess and pay required amount of fees
27

SERVICE PROVIDER Engr. Romeo F. Oña (Officer-in-Charge) Criselda Camacho
1. Accomplished application form signed by the owner, sealed and signed by
architect/ engineer in charge of the construction
REQUIRED DOCUMENT/S
2. TCT - Certified from the Registry of Deeds/ Deed of Absolute Sale
6. Lot Plan
FRONTLINE SERVICE ISSUANCE OF SIGN/ BILLBOARD PERMIT

STEP 3 Fill up time schedule
SERVICE PROVIDER Paul Santos Jose Gonzales Marino Pilon Enrico Santos
STEP 4 Assess/ pay required amount of fees
PERSON/S RESPONSIBLE Erlinda Arcadio
SERVICE PROVIDER Engr. Jerick Legaspi Engr. Romeo F. Oña (Officer-in-Charge)
1. Application Form - accomplished and signed by the owners, sealed and
signed by an architect/ engineer in charge of the construction
2. Contract of Lease, if the property is not owned (photocopy)
REQUIRED DOCUMENT/S
4. Bill of Materials
5. Photocopy of PRC I.D. and PTR Receipts of signing architects/ engineer in
charge
6. Signboard Plan signed and sealed by architect/ civil engineer (three sets)
28
ISSUANCE OF ELECTRICAL PERMIT/ CERTIFICATE OF ELECTRICAL

FRONTLINE SERVICE
INSPECTION (CEI)
STEP 1 Distribute form
PERSON/S RESPONSIBLE Loida Pingol
Submit form and required documents (land title, MERALCO yellow cards,
STEP 2
electrical bills and lease contract)
PERSON/S RESPONSIBLE Loida Pingol
STEP 3 Assess and pay required amount of fees
SERVICE PROVIDER Cristopher Quan Sonny Jarabe
STEP 4 Evaluate and inspect site
Cristopher Quan Jojo Lozano Ricardo Baluyot
SERVICE PROVIDER
Sonny Jarabe Ricky Sioson
SERVICE PROVIDER Cristopher Quan Sonny Jarabe
STEP 6 Release permit/ CEI
PERSON/S RESPONSIBLE Ryan Gonzales
DURATION 5 days (subject for inspection)
1. Application form accomplished and signed by the owners, signed and sealed
by the Electrical Engineer in charge of the construction
REQUIRED DOCUMENT/S 2. Barangay Clearance
3. Electrical Plan signed and sealed by the Electrical Engineer (three sets)
4. Building Permit
29
DEPARTMENT OF PUBLIC SAFETY AND TRAFFIC MANAGEMENT

TRICYCLE AND PEDICAB REGULATORY SERVICES
Ensure public safety and orderly traffic operations in the city and regulate the use of
private and public utility tricycle and pedicab units in public streets and places as well as
the issuance of Certificate of Franchises and Mayor’s Permit.
FRONTLINE SERVICE ISSUANCE OF FRANCHISE AND MAYOR’S PERMIT

STEP 1 Submit requirements for evaluation
SERVICE PROVIDER TPRS Personnel
STEP 2 Verify records
STEP 4 Pay required amount of fees
SERVICE PROVIDER Cashier/ City Treasurer’s Office Collection Clerk
Encode data, print Franchise and Mayor’s Permit, and issue identification
STEP 5
card (ID) and sticker
STEP 6 Release Franchise and Mayor’s Permit
DURATION 1 hour
1. Certificate of No Objection signed by the President and Officers of the Tricycle
Operators and Drivers Association (TODA)
2. Copy of old/ previous franchise issued by the Traffic and Pedicab Regulatory
Services (TPRS)
REQUIRED DOCUMENT/S 3. Barangay Clearance
4. Copy of Official Receipt/ Certificate of Registration
6. Voter’s ID (for new applicants)
7. Order of Payment
Tricycle
Franchise fee PhP 175.00
Mayor’s Permit 100.00
Annual Sticker 50.00
Certificate of Road Worthiness 25.00
Validation Sticker 25.00
REQUIRED FEES Identification Card 30.00
TOTAL PhP 405.00
Pedicab
Franchise fee PhP 150.00
Mayor’s Permit 100.00
Identification Card 30.00
Sticker 50.00
30
TOTAL PhP 330.00

Annual Fees
Mayor’s Permit PhP 500.00
REQUIRED FEES
Sticker 50.00
Identification Card 30.00
TOTAL PhP 580.00
FRONTLINE SERVICE REGULAR CONDUCT OF ROAD WORTHINESS AND SAFETY INSPECTION

STEP 1 Submit Application Form
DURATION 1 day (per TODA)
1. Official Receipt
REQUIRED DOCUMENT/S 2. Certificate of Registration
3. Franchise and Mayor’s Permit with actual inspection of tricycle unit
REQUIRED FEES PhP 25.00
RECEIVING AND RESPONDING TO COMPLAINTS FROM COMMUTERS AND

FRONTLINE SERVICE OTHER DIFFERENCES AMONG TRICYCLE OPERATORS AND DRIVERS
ASSOCIATIONS (TODA)
STEPS / PROCEDURES File and verify complaints
DURATION Depends upon the verification of complaint
REQUIRED DOCUMENT/S Letter of complaint
REQUIRED FEES None
31
PLACES OF INTERESTS
32
BUREAU OF FIRE PROTECTION

Prevent and suppress destructive fire, investigate its causes, provide emergency
medical and rescue service and enforce other fire-related laws with active involvement of
the community.
ISSUANCE OF FIRE SAFETY INSPECTION CERTIFICATE (FSIC) FOR

FRONTLINE SERVICE
BUSINESS OPERATIONS
STEP 1 Secure Application Form from the Customer Relation Officer
SERVICE PROVIDER NUP Rosita Arias (CRO)
DURATION 5 minutes
STEP 2 Submit duly accomplished Application Form with complete requirements
DURATION 10 minutes
STEP 3 Assess Fire Code fees and issue Order of Payment
SERVICE PROVIDER SFO2 Davie Bautista
DURATION 15 minutes
STEP 4 Payment of Fire Code fees
SERVICE PROVIDER FO1 Jennylyn Lim/ NUP Florelyn Tan
DURATION 10 minutes
STEP 5 Present Official Receipt to the CRO and issue a claim stub for release
DURATION 15 minutes
1. Assessment from Business Permit and Licensing Office/ Official Receipt/
Mayor’s Permit.
2. Tax Declaration or any document from the local assessors showing the
DOCUMENTS REQUIRED
current assessed value of the building and/ or lessor/ owner or contract of
lease, if lessee.
3. Previous FSIC, if renewal.
NOTATIONS
Fire Safety Inspection Certificate (FSIC) shall be issued only to the fully complied establishment/ applicant with a
maximum of five (5) days. Otherwise, a Notice to Comply shall be issued to the non-compliant establishment/
33
applicant with a maximum grace period of fifteen (15) days. *Beware of FAKE Fire Safety Inspector (FSI) who are
firemen but not qualified to inspect, retired firemen and agents of Fire Extinguishers. Qualified FSI shall be in
complete uniform with identification card especially an Inspection Order signed by the Chief of Fire Safety
Enforcement and approved by the City Fire Marshal.
ISSUANCE OF FIRE SAFETY INSPECTION CERTIFICATE (FSIC) FOR

FRONTLINE SERVICE
OCCUPANCY
DURATION 5 minutes
DURATION 10 minutes
DURATION 15 minutes
DURATION 10 minutes
DURATION 15 minutes
1. Proper endorsement from Office of the Building Official to the City Fire
Marshal and/ or Chief of Fire Safety Enforcement Unit.
2. Issue Fire Safety Evaluation Clearance during the application of building
DOCUMENTS REQUIRED permit.
3. Issue Official Receipt from the local government during the application of
building permit and Occupancy Permit as required by COA.
4. Duly signed and accomplished Certificate of Completion.
NOTATION
Fire Safety Inspection Certificate (FSIC) shall be issued only to the fully complied establishment/ applicant with a
maximum of five (5) days. Otherwise, a Notice of Disapproval shall be issued to the non-compliant establishment/
applicant stating therein the violation/s committed.*Beware of FAKE Fire Safety Inspector (FSI) who are firemen
but not qualified to inspect, retired firemen and agents of Fire Extinguishers. Qualified FSI shall be in complete
uniform with identification card especially an Inspection Order signed by the Chief of Fire Safety Enforcement and
approved by the City Fire Marshal.
FRONTLINE SERVICE ISSUANCE OF FIRE SAFETY EVALUATION CLEARANCE (FSEC)

DURATION 5 minutes
DURATION 10 minutes
34

DURATION 15 minutes
DURATION 10 minutes
DURATION 15 minutes
1. Proper endorsement from Office of the Building Official to the City Fire
Marshal and/ or Chief of Fire Safety Enforcement Unit.
2. Bill of Materials including the labor, signed and sealed by an Architect/ Civil
Engineer with Certificate of Competency from the Bureau of Fire Protection.
3. A minimum 3 sets of plan including; (a) Structural Plan; (b) Architectural Plan;
DOCUMENTS REQUIRED
(c) Electrical Plan; (d) Mechanical Plan; (e) Fire Protection Plan and its
design computation, if required, depending on the number of storeys or the
area.
4. Special Power of Attorney or Notarized Authorization from the owner if the
applicant is representative.
NOTATION
Fire Safety Evaluation Clearance (FSEC) shall be issued only to the applicant with complete requirements for a
maximum of three (3) days. Otherwise, a Notice of Disapproval shall be issued to the applicant during the
evaluation of the plan, it needs sprinkler system and/ or standpipes system and/ or Automatic Fire Detection and
Alarm System but does not submit plans of Fire Protection.*Beware of FAKE Fire Safety Inspector (FSI) who are
firemen but not qualified to inspect, retired firemen and agents of Fire Extinguishers. Qualified FSI shall be in
complete uniform with identification card especially an Inspection Order signed by the Chief of Fire Safety
Enforcement and approved by the City Fire Marshal.
35

BUSINESS OBSTRUCTION CLEARANCE DIVISION
To ensure that Section 214 of City Ordinance 0386, series of 2004, “REMOVAL OF
OTHER OBSTRUCTION” is properly implemented.
FRONTLINE SERVICE ISSUANCE OF BUSINESS OBSTRUCTION CLEARANCE

STEP 1 Secure/ Submit photocopies of the requirements
SERVICE PROVIDER Benjamin Maniaol Eric Sarmiento
STEP 2 Inspection of the establishments
STEP 3 Review of after inspection report/ recommend issuance of clearance
STEP 4 Issuance of clearance
PERSON/S RESPONSIBLE Benjamin Maniaol Eric Sarmiento
DURATION 1 Day
1. Application Form (BPLO) 4. Sanitation Permit
REQUIRED DOCUMENT/S 2. DTI or SEC 5. Barangay Clearance
3. Official Receipt 6. Original picture of the establishment
REQUIRED FEES None
36
CITY GENERAL SERVICES OFFICE
Proper procurement, effective utilization, maintenance, and disposal of city government
supplies, materials, and property as well as efficient record management and
safekeeping.
MAYOR’S CLEARANCE FOR PURPOSES OF:

 Local Employment
 Armed Forces of the Philippines (AFP)/ Philippine National Police (PNP) and
Bureau of Fire Protection (BFP)
FRONTLINE SERVICE  Security Guard
 Others
 Travel Abroad
 Firearms/ Explosives License
 Marriage requirements for would-be brides of AFP personnel
STEP 1 Present the required documents
Ofelia Lukban
SERVICE PROVIDER Rosalie G. Cailin
Ma. Victoria P. Dacaran
STEP 2 Pay the required fees
STEP 3 Sign Mayor’s Clearance
SERVICE PROVIDER Lilibeth M. Luakian, Secretary to the Mayor
STEP 4 Authenticate and release Mayor’s clearance
Ofelia Lukban
SERVICE PROVIDER Rosalie G. Cailin
Ma. Victoria P. Dacaran
DURATION 15 minutes
1. Police Clearance (original and photocopy)
2. Court Clearance - MTC/ RTC (original and photocopy)
REQUIRED DOCUMENT/S
3. National Bureau of Investigation (NBI) Clearance - for application in handling
explosives materials/ components
Local Employment PhP 20
Travel Abroad 100
REQUIRED FEES
Firearms/ Explosives 200
Authentication 20
PROVISION OF EQUIPMENTS TO BARANGAYS, RELIGIOUS GROUP, ETC.

FRONTLINE SERVICE
(CHAIRS, TABLES, SOUND SYSTEMS AND TENTS)
Letter of request and verification of availability and schedule. Preparation
STEP 1
of request form
SERVICE PROVIDER Jeremy Jay Redito Wellyn Grace Urbano
STEP 2 Approve and sign property request form
SERVICE PROVIDER Lauro C. Capatan, Officer-in-charge – Maintenance Division
DURATION 10 Minutes (Step 1 and 2)
37
STEP 3 Receive approved property request form and deliver equipment requested
Luciano Gatdula
Roland Cortez Ruben Barcita
SERVICE PROVIDER Orlando Tadeo
Albert Dela Cruz Lester Gomez
Tirso Acosta
STEP 4 Retrieval of equipment/ property
Luciano Gatdula
Roland Cortez Ruben Barcita
SERVICE PROVIDER Orlando Tadeo
Albert Dela Cruz Lester Gomez
Tirso Acosta
DURATION Depends on the volume of equipment requested (Step 3 and 4)
STEP 5 Receive and file returned property request form
Jeremy Jay Redito Wellyn Grace Urbano
38
CIVIL REGISTRY DEPARTMENT

VISION:
The Caloocan Civil Registry aims to be a dynamic department that exerts effort to contribute
towards the successful transformation of the Philippines Civil Registration process into an
efficient, systematic and pro-people system.
MISSION:
Efficient, systematic and pro-people Civil Registration System for an empowered Caloocan City
Constituents.
REGISTRATION OF NEWBORNS
Who may avail of the service?
 Parents of newborns, guardians, relatives of newborn
FRONTLINE SERVICE
 Attendants at birth i.e., midwife, physician, nurse
 Administrator of hospital, clinic or similar institution ( attendant at birth certifying
on facts of birth)
STEPS 1 Review entries in the certificate of live birth (Municipal Form 102)
SERVICE PROVIDER Mizpah Dorcas Cajigal Gerardo Marcelo
DURATION 10 Minutes
STEPS 2 Assign Registry Number/enter in registry book
DURATION 10 Minutes
STEPS 3 Endorsement to PSA
DURATION 10 Minutes
1. Duly filled up certificate of live birth, with the signature of the attendant at birth
(Municipal Form 102)
2. Signature of parents, affidavit to use the surname of father, if parents are not
REQUIRED DOCUMENT/S
married
3. Acknowledgement of father
4. Married Certificate of parents, if married
REQUIRED FEES None
DELAYED REGISTRATION/ OUT-OF-TOWN REPORTING OF BIRTH

FRONTLINE SERVICE  Person 18 years of age or over
 Either or both parents of minor child to sign document
 Physician, nurse, midwife or attendant at birth
STEP 1 Interview Applicant
SERVICE PROVIDER Reynaldo Legaspi Irma Reyes Monina Delgado
DURATION 10 minutes
STEP 2 Submit required documents/ Preparation of birth certificate
DURATION 10 minutes
39
STEP 3 Post requirements for 10 days

DURATION 10 days
STEP 4 Assign Registry Number
DURATION 5 minutes
STEP 5 Enter in the Registry Book
DURATION 5 minutes
STEP 6 Endorse to PSA
DURATION 1 day
 at least 2 documentary evidences showing the name of child, date and place
of birth, name of mother and father, if acknowledged, status of child
REQUIRED DOCUMENT/S  Married Certificate of parents, if married
 Affidavit to use the surname of the father, Affidavit of Acknowledgement, if not
married
REQUIRED FEES For more than one 1 month but not less than 1 year P190.
APPLICATION OF MARRIAGE LICENSE

FRONTLINE SERVICE  Person intending to marry ( at least 18 years of age ) where one of the
contracting parties is a resident of the City where the license is to be issued
STEP 1 Interview
Priscila Ador Monina Delgado Leopoldo Palero
SERVICE PROVIDER
Alfredo Marilim Imelda Discallar
DURATION 20 minutes
STEP 2 Fill up Application Form
SERVICE PROVIDER
DURATION 20 minutes
STEP 3 Submit required documents
SERVICE PROVIDER
DURATION 20 minutes
STEP 4 10-day Posting
SERVICE PROVIDER
DURATION 10 days
STEP 5 Proceed to City Health Department for seminar
SERVICE PROVIDER
DURATION 2 hours Family Planning Seminar
 Birth Certificate of parties, or in the absence thereof, baptismal certificate, or
REQUIRED DOCUMENT/S
document containing sworn declaration of the facts of birth of parties.
40
 Proof of termination of marriage (death certificate of decree of annulment), if

there was any previous marriage.
 For applicants 18-21 years old, consent in writing or either parent or guardian
 For applicants 21-24 years old, advice of intended marriage of either parent or
guardian
 One of the contracting parties must be a resident of Caloocan City (Proof of
residence).
REQUIRED FEES None
DEATH CERTIFICATE REGISTRATION

 Attendant at death, physician or hospital administrator responsible to report
FRONTLINE SERVICE death
 Relatives of deceased
 Driver, Ship Captain, Pilot, If occurs in a vehicle, vessel or airplane
STEPS / PROCEDURES Registration of Death Certificate
Joaquin Gonzales Leopoldo S. Palero
SERVICE PROVIDER
Noel P. Carlos Marcelo Eguia
DURATION 7 days
1. Duly filled up Certificate of Death
REQUIRED DOCUMENT/S 2. City Health Officer evaluation and signature
3. Certification and signature of embalmer
Death certificate form PhP 30.00
Registration of Death Certificates 20.00
Late Filing Fee:
REQUIRED FEES - Less than 1 year 100.00
- More than 1 year 200.00
Certificate of No Record 30.00
Verification Fee 30.00
REGISTRATION OF MARRIAGE CERTIFICATE

 The solemnizing Officer who solemnized the marriage
FRONTLINE SERVICE
 The contracting parties may register their marriage, in case of inability of the
solemnizing officer
 Any person duly authorized by the solemnizing officer/contracting parties
Accomplish and submit four (4) copies of Registration of Marriage
Certificate (Municipal Form 97)
 1st Copy – Local Civil Registry
STEP 1
 2nd Copy – OCRG-PSA
 3rd Copy – Solemnizing Officers
 4th Copy - Couple
SERVICE PROVIDER May Cagurangan Imelda Discallar
DURATION 15 minutes
41
STEP 2 Assign Registry Number

DURATION 15 minutes
STEP 1 Enter in Registry Book
DURATION 15 minutes
DURATION 15 minutes
1. Duly filled up and signed Certificate of Marriage
2. Marriages with exceptional characters, affidavit of solemnizing officer such
REQUIRED DOCUMENT/S
facts / details.
REQUIRED FEES REGISTRATION FEE PhP 110.00
DELAYED REGISTRATION OF MARRIAGE CERTIFICATE

FRONTLINE SERVICE  The solemnizing Officer who solemnized the marriage
 The contracting parties may register their marriage
STEP 1 Interview of applicant
STEP 2 Submit requirements
STEP 3 Evaluate/ Prepare documents
STEP 4 Register Marriage Certificate
STEP 5 Assign Registry Number/ Payment of fees
DURATION 1 day
1. Original/duplicate copy of the Certificate of Marriage
2. Certification that the Marriage Certificate has not been previously registered
REQUIRED DOCUMENT/S
3. Affidavit of Solemnizing Officer or person registering the marriage certificate
starting the facts of marriage and reason for the delay in registration
DELAYED REGISTRATION FEE:
REQUIRED FEES  Less than a year PhP 210.00
 More than a year 310.00
COURT DECREES
FRONTLINE SERVICE  Successful petitioners / party – plaintiffs in special proceedings in court
regarding status of persons
42
 Council of successful petitioners

STEP 1 Receive Court Decree and Certificate of Finality
SERVICE PROVIDER Monina Delgado Loida Pingol Rochelle Bautista
DURATION 1 hour
STEP 2 Verify in court the authenticity of the Decree / Certificate of finality
DURATION
STEP 3 Register Court Decree upon payment fees to the CTO
DURATION
STEP 4 Issue certificate of Registration
DURATION
STEP 5 Annotate Civil of Registry Document pursuant of decision
DURATION
STEP 6 Issue certified copies to party
DURATION
DURATION 7 days
1. Original copy of Court Decision
2. Certificate of Finality / Certificate of Authentication by Clerks of Court
REQUIRED DOCUMENT/S
3. Certificate of registration of court Decree by the Local Civil Registrar of the city
/ municipality where the decision was promulgated
1. Election of Citizenship PhP 300.00
2. Decree of Adoption 100.00
3. Decree of Foreign Adoption 300.00
4. Naturalization 500.00
5. Legal Separation 200.00
6. Annotation of Marriage certificate on subsequent foreign
divorce 300.00
7. Annulment of marriage 300.00
8. Legitimation 50.00
9. Emancipation of Minors 50.00
REQUIRED FEES
10. Judicial Recognition / Acknowledgement 100.00
11. Paternity and filiation 100.00
12. Guardianship 100.00
13. Aliases 200.00
14. Repatriation 300.00
15. Judicial order for correction of entry / change of name in
courts 200.00
16. Deed of Acknowledgement 100.00
17. Supplemental Report 100.00
18. Renunciation of citizenship 400.00
43
19. Presumption of death 400.00

20. Foundling/abandoned child 100.00
21. Out-of-town registration/ Endorsement 100.00
22. Muslim conversation 100.00
23. Other Legal Documents 100.00
24. Optional fee ( LBC/Courier) for out of town Registration/
Migrant petitions
CORRECTION OF CLERICAL ERROR IN CIVIL REGISTRY DOCUMENTS

/CHANGE OF FIRST NAME/GENDER/ DAY AND MONTH OF BIRTH
(IMPLEMENTATION OF REPUBLIC ACT 9048 / 10172)
FRONTLINE SERVICE  Owner of document or any person having direct interest in the correction of
clerical error/change of first name/day and month of birth in civil registry
document
 Any other person duty authorizes by law or by the owner of the documents
STEP 1 Interview Applicant
SERVICE PROVIDER Melanie Castro May Carurangan Mary Joy Tuazon
Received/ Evaluate document and issue Order of Payment for Preparation
STEP 2
of Petition
STEP 3 Post for 10 days
STEP 4 Decision of the Civil Registrar
STEP 5 Submit to PSA
60 days (2 months), inclusive of:
DURATION - 15 days for
- 10 days for postings - 5 days for decision
publication
1. Philippine Statistics Authority (National Statistics Office) Copy and Certified
True Copy of the certificate sought to be corrected
REQUIRED DOCUMENT/S
2. At least 2 documents showing the correct entry
3. Publication. posting requirements in accordance with law
44
4. Medical examination, for correction of gender, by any government physician

5. NBI clearance , Police clearance, Certificate of Employment/ Affidavit of Non
Employment
(if not employed) for change of First name and Correction of Gender/ day and
month of birth
6. Earliest school record, baptismal certificate, medical records (for correction of
gender and day and month of birth)
7. for correction of gender, personal appearance of the owner of the document
Filing fee PhP 3,000.00
REQUIRED FEES Additional service fee for Migrant Petition 1,000.00
Newspaper publication fee
45
OFFICE OF THE LAND USE AND ZONING ADMINISTRATION

Attract new enterprises thru the implementation of the City Zoning Ordinance
ISSUE LAND USE CLEARANCES AND PERMITS

1. Locational Clearance
2. Special Use Permits
FRONTLINE SERVICE 3. Certificate of Conformance
4. Certificate of Non-Conformance
5. Certificate of Exception
6. Temporary Use Permit
Receive/ check accomplished Application Form together with the complete
STEP 1
supporting basic documents
South Caloocan: Luis A. Bagus Judee Rosario B. Tiangco
Antonio M. Fajardo Virgilio P. Tolentino
SERVICE PROVIDER Nelson D. Pabustan Nennette M. Solis
Emmanuel A. Tiangco
North Caloocan: Delio A. Napacia Pedro C. Bautista
1. Lot Plan with vicinity map certified by Geodetic Engineer
2. Transfer Certificate of Title (TCT)/Land Title
3. Lease Contract/ Consent from property owner
4. Declaration of Real Property (land area and existing building)
5. Real Property Tax receipts for land and building (current)
6. Barangay Clearance/Barangay Resolution (for critical activity)
7. Immediate Neighborhood Consent (for critical activity)
REQUIRED DOCUMENT/S
8. Production Flow and Waste Management System (medium/high intensity
manufacturing)-Business
9. Previous Business Permit and Locational Clearance/ Temporary Use Permit
(TUP)
10. Authority to sign (Corporate Secretary's Affidavit)
11. Architectural Plan/Site Development Plan (1 set) – Building
12. Certificate of Occupancy – Business
APPLICATION/ FILING FEE
Locational Clearance PhP 100.00
Motion for reconsideration 200.00
Petition/request for reconsideration 500.00
Subdivision 450.00
Filing Complaint 100.00
REQUIRED FEES
ZONING AND LAND USE VERIFICATION FEE
PhP 100.00
Residential Fee
400.00
Commercial/Industrial
Social, Educational and Institutional Establishment
200.00
Inspection on Land Use Conformity
100.00
46
PROCESSING FEE OF TOTAL FLOOR AREA (PER SQ. M.)
Residential Fee PhP 2.00

Commercial 3.00
Industrial 4.50
Social, Educational and Institutional Establishment 2.00
Subdivisions and memorial parks/ cemeteries 1.00
(per square meter of total land area)
REQUIRED FEES Telecommunication Towers 4.50
(per square meter of total base)
Billboards, per square foot 6.00
Yards utilized for commercial/ industrial purposes (per square
meter of total land area) 3.00
All types of renovation
75% of the
corresponding
prescribed rate
a. Inspect/ verify site
STEP 2 b. Verify the validity of the neighborhood consent (for special use of land and
other activities that need approval of the residents)
SERVICE PROVIDER South Caloocan: Virgilio P. Tolentino North Caloocan: Delio A. Napacia
Nelson D. Pabustan Pedro C. Bautista
DURATION 30 - 40 minutes
Evaluate the project activity as per conformity to the land use and zoning map and
veracity of information submitted. For conforming uses assessment of fees and
STEP 3
charges, preparation of order of payment. For non-conforming applications,
forward to Zoning Administrator for further evaluation.
South Caloocan: Luis A. Bagus, North Caloocan: Delio A. Napacia
SERVICE PROVIDER Judee Rosario B. Tiangco
Antonio M. Fajardo
a. Release Order of Payment
STEP 4
b. Receive photocopy of Official Receipt validated as per original receipt
South Caloocan: Luis A. Bagus Judee Rosario B. Tiangco
Antonio M. Fajardo Virgilio P. Tolentino
SERVICE PROVIDER Nelson D. Pabustan Nennette M. Solis
Emmanuel A. Tiangco
North Caloocan: Delio A. Napacia Pedro C. Bautista
Prepare Land Use/ Zoning Clearance and secure the signatures of the Land Use
STEP 5
and Zoning Administrator and City Mayor
Nennette M. Solis
SERVICE PROVIDER Atty. Fernando Regencia Amor OIC-City Zoning and Land Use Administrator
Hon. Oscar G. Malapitan City Mayor
DURATION 10 minutes (preparation of Land Use Clearance)
47
Release the following:

a. Locational Clearance
b. Special Use Permits
STEP 6 c. Certificate of Conformance
d. Certificate of Non-Conformance
e. Certificate of Exception
f. Temporary Use Permit
SERVICE PROVIDER Nennette M. Solis
DURATION 5 -10 minutes
FRONTLINE SERVICES ISSUANCE OF DEVELOPMENT PERMIT

Receive/ check duly accomplished application form with complete supporting
STEP 1
documents
SERVICE PROVIDER Al C. Fajardo
1. Lot Plan with vicinity map (existing land use of lots on the N,
NE,E,SE,S,SW,W,NW, adjacent to the project site must be indicated) certified
by a Geodetic Engineer
2. Site Development Plan (specify individual lot measurements signed by civil
engineer and environmental planner (four sets)
3. List of Parcels of Lot (Lot No./ Block No./ Area)
4. Civil and Work Design Block No./ Area
5. Topographic Plan
6. Environmental Compliance Certificate (ECC) or Certificate of Non-Coverage
7. Certificate of Securities and Exchange Commission (SEC) Registration
8. Articles of Incorporation or Partnership
9. Application for Permit to Drill from National Water Resources Board or Manila
Water and Sewerage System (MWSS) Application
10. Traffic Impact Assessment for Subdivision with an area of 30 hectares and
REQUIRED DOCUMENT/S above
11. Authority to sign (Corporate Secretary's Affidavit)
12. Corporate Tax Identification Number (TIN) card (photocopy)
13. Barangay Clearance/ Resolution
14. Transfer Certificate of Title (TCT)
15. Tax Declaration of Real Property Value
16. Real Property Tax Receipts (current)
17. Certificate of HLURB Registration – CMP Project
18. Letter of intent to sell, contract to sell, deed of absolute sale, or memorandum
of agreement between the landowner and association – CMP Project
19. Memorandum of Agreement between the association and mobilizer – CMP
Project
20. UPAO Certification – CMP Project
21. List of Beneficiaries – CMP Project
48
Approval of Subdivision Plan

1. Preliminary Processing Fee
a. For first 5 hectares PhP 20,000.00
b. For every additional hectare or a fraction thereof 2,000.00
2. Final Processing Fee
a. Subdivisions having a density of 20 families and
below, per hectare, or a fraction thereof 1,500.00
b. Subdivisions having a density of 21 to 65 families per
hectare or a fraction thereof 3,000.00
c. Subdivisions having 66 to 100 families per hectare or
a fraction thereof 5,000.00
d. Additional fee on floor area of buildings sold with the
lot per square meter 100.00
3. Alteration of plan fees Same as Final
Processing fees
4. Pavement fees for roadways, sidewalks, basketball courts,
etc., per square meter 10.00
5. Excavation fee for drainage and water supply per cubic
meter 10.00
6. Water tank:
a. For the first 10 cubic meters 1,000.00
b. For every additional cubic meters or a fraction thereof 50.00
REQUIRED DOCUMENT/S c. Fencing, per lineal meter 20.00
Approval of Condominium/ Townhouse Plan
1. Preliminary processing fee PhP 450.00
2. Per sq. m. of the total land area 50.00
3. Per sq. m. of the floor area of building 20.00
4. Fee for alteration of plan Same as final processing fees
Issuance of Certification of Completion
1. Subdivisions:
a. Subdivisions having a density of 20 family lots PhP 1,500.00
and below/ hectare
b. Subdivisions having a density of 21 to 65 family 1,000.00
lots/hectare
c. Subdivisions having a density of 66 to 100 750.00
family lots/hectare
2. Condominium/townhouse per sq. m. of saleable 20.00
Applicable extension of time to complete
PhP 150.00
development
Application for change of name/ownership PhP 150.00
For Economic and Socialized Housing (with housing component)
A. Plans approval and development permit
1. Land, per hectare PhP 250.00
2. Building, per square meter 2.00
49
B. Final inspection for certification of completion/ occupancy

1. Land development, per hectare 10.00
2. Building, per square meter 2.00
Plan alteration on the area 50% of fees imposed
Industrial Subdivision
1. Preliminary processing fee:
a. For the first five hectares PhP 1,000.00
b. For every additional hectare or a fraction thereof 100.00
2. Final processing fee, per hectare or fraction thereof 300.00
3. Fee for alteration of plan Same as Final
Processing fee
Development of Memorial Park/ Cemetery
1. Preliminary processing fee for every additional
hectare or a fraction thereof PhP 250.00
2. Final processing fee for every additional hectare or a
fraction thereof 50.00
3. Alteration of plan, per sq. m. of the affected portions
subject to alteration 1.00
4. Inspection fee per hectare 100.00
5. Other Certification 50.00
STEP 2 Technical Evaluation of the Plan
Verify and evaluate as per standards/ requirements indicated in PD 957/ BP
STEP 2A 220 and Comprehensive Zoning Ordinance 0369 s. 2003 and other related
laws
SERVICE PROVIDER Luis A. Bagus Judee Rosario B. Tiangco
City Engineering Office - verify and evaluate the engineering aspects as per
STEP 2B standards indicated in PD 957/Batas Pambansa (BP) 220, Building Code
and other set criteria
SERVICE PROVIDER Ernesto Lacsa Jr. Joel Barroga
DURATION 1 week
Recommend to the Sangguniang Panlungsod the approval of Subdivision
STEP 3
Plan
SERVICE PROVIDER Hon. Oscar G. Malapitan (City Mayor)
DURATION 2 to 3 days
Final evaluation of the plan for issuance of Sangguniang Panlungsod
STEP 4
Resolution
STEP 5 Conduct Committee Hearing at the Sangguniang Panlungsod
Chairman, Committee on Real Estate, Landed Estate Subdivisions, Sangguniang
SERVICE PROVIDER
Panlungsod
DURATION Session conducted every 2nd day of the week
Sangguniang Panlungsod conducts 3 sessions for 1st, 2nd and final
STEP 6
reading for the approval of the plan
SERVICE PROVIDER City Vice-Mayor
DURATION 15 days
50
Sangguniang Panlungsod Resolution shall be forwarded to the City Mayor

STEP 7
for issuance of Development Permit
SERVICE PROVIDER Lorenzo Sunga Jr. (Secretary to the Sangguniang Panlungsod)
DURATION 3 days
Provide the Office of the Land Use and Zoning Administration a copy of the
STEP 8
resolution for issuance of Development Permit
SERVICE PROVIDER Lorenzo Sunga Jr. (Secretary to the Sangguniang Panlungsod II)
DURATION 3 days
STEP 9 Compute fees, encode and issue Order of Payment
SERVICE PROVIDER Office of the Land Use and Zoning Administration
DURATION 2 hours
STEP 10 Payment of Development Fees and submission of requirements
SERVICE PROVIDER Cashier, City Treasurer’s Office
STEP 11 Issue Development Permit
STEP 12 Release Development Permit
SERVICE PROVIDER Office of the Land Use and Zoning Administration
DURATION 5 to 10 minutes
FOR RECOMMENDATIONS,
336-5563 OR 288-8811 Loc. 2243
INQUIRIES AND SUGGESTIONS
51
PEOPLE’S LAW ENFORCEMENT BOARD

VISION: Peace, Order and harmonious relationship between the people of Caloocan
City and the Police.
MISSION: Genuine public service, through quality, effective, fair, impartial and speedy
adjudication of justice.
FRONTLINE SERVICE ISSUANCE OF PLEB CLEARANCE/ CERTIFICATION

STEP 1 Secure Application Form and Order of Payment
STEP 2 Pay and get Official Receipt
STEP 3 Verify records
SERVICE PROVIDER Norman Ibasco
STEP 4 Prepare clearance/ certification
SERVICE PROVIDER Mary Ann Joy M. Jimenez Evelyn S. J. Pineda
STEP 5 Approve and sign clearance/ certification
Luis S. Abel - Chief of Office
STEP 6 Release clearance/ certification
SERVICE PROVIDER Mary Ann Joy M. Jimenez Evelyn S. J. Pineda
DURATION 10 minutes
1. PNP ID 3. Community Tax Certificate 5. Documentary Stamp
REQUIRED DOCUMENT/S
2. 1x1 ID picture 4. Official Receipt
REQUIRED FEES PhP 20.00 per clearance
FRONTLINE SERVICE CITIZEN’S COMPLAINT

STEP 1 Receive accomplished complaint sheet
STEP 2 Attach complaint affidavit
SERVICE PROVIDER Rogelio A. Cruz Mary Ann Joy M. Jimenez Evangeline I. Puno
STEP 3 Docket/ File/ Record complaint
SERVICE PROVIDER Norman Ibasco
STEP 4 Pre-Charge Evaluation
SERVICE PROVIDER Luis S. Abel - Chief of Office
STEP 5 Serve Subpoenas and Summons
SERVICE PROVIDER Norman S. Ibasco Nestor R. Guilas Joseph Q. Samaniego
STEP 6 Adjudication Process (Hearing and Investigation)
SERVICE PROVIDER Members of the Board District I and District II
STEP 7 Decisions/ Resolutions
SERVICE PROVIDER Luis S. Abel - Chief of Office Members of the Board District I and District II
STEP 8 Release/ Serve Decision/ Resolution
SERVICE PROVIDER PLEB Process Servers
DURATION 60 days
1. PNP ID 3. Community Tax Certificate 5. Documentary Stamp
REQUIRED DOCUMENT/S
2. 1x1 ID picture 4. Official Receipt
REQUIRED FEES PhP 20.00 per clearance
52
PHILIPPINE NATIONAL POLICE
Enforce the law, prevent and control crimes, maintain peace and order and ensure
public safety and internal security with the active support of the community.
FRONTLINE SERVICE QUALITY SERVICE LANE

STEP 1 Manifest complaint/ concern to the desk officer on duty
STEP 2 Give complete details of complaint
SERVICE PROVIDER SPO1 Joselito Balagtas SPO3 Tomas Caadan
DURATION 20 minutes
STEP 3 Entry of complaint concern to the police blotter
PERSON/S RESPONSIBLE PO3 Gilbert Gammad
DURATION 15 minutes
STEP 4 Designate investigator to act upon the complaint
PERSON/S RESPONSIBLE PO2 Alejandro Billado
DURATION 90 minutes
PHYSICAL INJURY/ FRUSTRATED HOMICIDE/ FRUSTRATED MURDER
1. Medical Certificate
2. Photograph and photocopy of evidence
3. Birth Certificate (for minors)
MURDER/ HOMICIDE
REQUIRED DOCUMENT/S 1. Death Certificate of victim
CARNAPPING
1. Certificate of Registration and Official Receipt (original copy)
2. Original key of the car-napped vehicle
THEFT/ ROBBERY
1. Picture of evidence (if available)
REQUIRED FEES None
FRONTLINE SERVICE PROVISION FOR POLICE CLEARANCE

STEP 1 Manifest interest to the Desk Officer
DURATION 5 minutes
53
1. Community Tax Certificate 3. 2x2 Identification (ID) card

REQUIRED DOCUMENT/S
2. Barangay Clearance pictures
Accomplish the request form and submit with the required document to the
STEP 2
Desk Officer
DURATION 5 minutes
REQUIRED DOCUMENT/S Application Form
STEP 4 Pay Police Clearance fee
DURATION 5 minutes
REQUIRED DOCUMENT/S 1. Application Form 2. Order of Payment
STEP 5 Submit Official Receipt
SERVICE PROVIDER Police Non-Commission Officer (PNCO)
DURATION 60 minutes
REQUIRED DOCUMENT/S 1. Order of Payment 2. Official Receipt
REQUIRED FEES None
STEP 6 Approve and sign the clearance
SERVICE PROVIDER City Police Chief Enrique Torres
DURATION 10 minutes
REQUIRED DOCUMENT/S None
REQUIRED FEES None
FRONTLINE SERVICE PROVISION FOR POLICE REPORT

STEP 1 Manifest interest to the Desk Officer
PERSON/S RESPONSIBLE SPO1 Joselito De Leon
DURATION 5 minutes
STEP 2 Give complete details of concern
PERSON/S RESPONSIBLE SPO1 Benjie Tiu
DURATION 5 minutes
STEP 3 Enter details in the police blotter
SERVICE PROVIDER PO2 Jonathan David
DURATION 20 minutes
1. Affidavit of Loss (passport, license, public or official documents, etc.)
FOR STOLEN ELECTRIC OR WATER METER:
REQUIRED DOCUMENT/S
1. Original copy of monthly billing - Manila Electric Company (Meralco),
Maynilad Water and Sewerage, Inc. (MWSI), etc.
REQUIRED FEES None
STEP 4 Issue Police Report
SERVICE PROVIDER SPO3 Jaime Basa
DURATION 10 minutes
54
CITY ASSESSOR’S OFFICE

VISION:
The City Assessor’s Office is the prime revenue generating office that enables the City
Government to effectively and sufficiently deliver basic services to its constituents and to
effect the timely and satisfactory completion of its development projects.
MISSION:
To discover, appraise and assess all real properties in the City, adopt a systematic
inventory thereof and maintain a secure system of automated assessment and property
identification through effective appraisal and assessment and efficient, prompt and
courteous service.
TRANSFER OF OWNERSHIP LAND, BUILDING/ IMPROVEMENT AND

FRONTLINE SERVICES
MACHINERIES
STEP 1 Receive required documents
SERVICE PROVIDER Merlie Geraldino Joy P. Villaruz
DURATION 2 Minutes
STEP 2 Check required documents
DURATION 10 Minutes
STEP 3 Assign Property Index Numbers
SERVICE PROVIDER Gina Libo-on - Tax mapping Division
STEP 4 Inspection
SERVICE PROVIDER Appraiser/ Field Verifier
STEP 5 Preparation of Inspection Reports/ FAAS
SERVICE PROVIDER Appraiser/ Taxmapper
STEP 6 Check and approval for encoding of FAAS
SERVICE PROVIDER City Assessor
STEP 7 Assign ARP Number
SERVICE PROVIDER Rebecca Carullo
STEP 8 Encode approved FAAS
Gella Santos Lorelie Aguilar
PERSON/S RESPONSIBLE
Rowena Gatmaitan Emilie Diaz
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STEP 9 Check encoded and printed Tax Declaration

SERVICE PROVIDER Ma. Bernardita Mallare
STEP 10 Approval and final signature
STEP 11 Release Tax Declaration
SERVICE PROVIDER Merlie T. Geraldino Joy P. Villaruz
DURATION All procedures will take 10 to 12 working days
 Title (Certified True Copy, issued by Register of Deeds)
 Deed of Sale or any documents of transfer
 Realty Tax Receipt and Tax Clearance (present year)
 Transfer Tax Receipt (certified photocopy)
 Certificate Authorizing Registration - blue copy & 1 photocopy (if not available,
certified true copy of CAR issued by BIR)
 Tax Declaration of Land and Improvement (previous owner)
REQUIRED DOCUMENTS
 Cedula and ID – photocopy (owner and representative)
 Subdivision Plan (if lot is segregated)
 Authorization letter or SPA from the property owner (if representative)
 Mayor’s Permit (BPLO) – photocopy (if the vendor is company)
 Business tax receipt (BPLO) – Certified True Copy (if the vendor is company)
 Photo and sketch of the property
 Field verification by Assessor’s Office
REQUIRED FEES No fees required
FRONTLINE SERVICES DECLARATION OF NEW/ UNDECLARED PROPERTIES

DURATION 2 Minutes
DURATION 10 Minutes
SERVICE PROVIDER Gina Libo-on
STEP 4 Inspection of property
STEP 6 Check and Approval for Encoding of FAAS
STEP 7 Assign ARP Number
STEP 8 Encode of approved FAAS
SERVICE PROVIDER Gella Santos Rowena Gatmaitan Lorelie Aguilar Emilie Diaz
STEP 9 Check of the encoded and printed Tax Declaration
SERVICE PROVIDER Ma. Bernardita Mallare
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SERVICE PROVIDER Merlie T. Geraldino Joy P. Villaruz
 Building Plan
 Building Permit (Certified True Copy)
 Bill of Materials (if any)
 Tax Declaration of Land
REQUIRED DOCUMENTS
 Photo of the property
 Cedula and I.D. (photocopy)
 Authorization from owner if representative
FRONTLINE SERVICES CANCELLATION OF ASSESSMENT RECORDS

STEP 1 Receive letter of request for cancellation
SERVICE PROVIDER Merlie Geraldino Corazon Cruz
DURATION 2 Minutes
SERVICE PROVIDER Merlie Geraldino Corazon Cruz
DURATION 10 Minutes
STEP 3 Inspection of the property
PERSON/SRESPONSIBLE Appraiser/ Field Verifier
STEP 4 Preparation of Inspection Reports/ Notice of Cancellation
STEP 5 Check and Approval for encoding of Notice of Cancellation
STEP 6 Encode and print the Notice of Cancellation
STEP 8 Release of documents
SERVICE PROVIDER Corazon Cruz
 Letter request
 Demolition permit
 Barangay Certification (attesting lot is vacant)
REQUIRED DOCUMENTS  Tax Declaration of Building
 Latest payment of Realty Tax/ Tax Clearance
 Picture of property (land)
 Cedula and ID (photocopy)
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FRONTLINE SERVICES TRANSFER AND SEGREGATION OF SUBDIVISION

STEP 1 Receive letter of request for cancellation
DURATION 2 Minutes
DURATION 10 Minutes
STEP 3 Assign of Property Index Numbers
STEP 4 Inspection of property
SERVICE PROVIDER Appraiser/ Tax Mapper
STEP 7 Assign of ARP Number
SERVICE PROVIDER Gella Santos Rowena Gatmaitan Lorelie Aguilar Emilie Diaz
STEP 9 Check of the encoded and printed Tax Declaration
SERVICE PROVIDER Bernardita Mallare
STEP 11 Release of document
 Title (Certified True Copy, issued by Register of Deeds)
 Deed of Sale or any documents of transfer
 Transfer Tax Receipt (certified photocopy)
 Certificate Authorizing Registration - Blue Copy & 1 photocopy (if not available,
Certified True Copy of CAR issued by BIR)
 Tax Declaration of Land and Improvement (previous owner)
REQUIRED DOCUMENTS
 Cedula and ID – photocopy (owner and representative)
 Subdivision Plan (if lot is segregated)
 Authorization letter or SPA from the property owner (if representative)
 Mayor’s Permit (BPLO) – photocopy (if the vendor is company)
 Business tax receipt (BPLO) – certified true copy (if the vendor is company)
 Photo and sketch of the property
 Field verification by Assessor’s Office
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FRONTLINE SERVICES SEGREGATION OF TAX DECLARATION FROM NHA

DURATION 2 Minutes
DURATION 10 Minutes
STEP 5 Preparation of inspection reports / FAAS
SERVICE PROVIDER
STEP 9 Check the encoded and printed Tax Declaration
 Certified true copy of Title (issued by Register of Deeds or Certified True Copy
of Technical Description issued by NHA)
 Certificate of Award
REQUIRED DOCUMENTS  Deed of Sale
 Cedula and I.D. (photocopy)
 Picture of property
 Authorization letter if representative
FRONTLINE SERVICES RECLASSIFICATION OF ASSESSMENT OF REAL PROPERTIES

DURATION 2 Minutes
DURATION 10 Minutes
59

STEP 5 Preparation of inspection reports / FAAS
STEP 8 Encode approved FAAS
SERVICE PROVIDER
STEP 9 Check the encoded and printed Tax Declaration
 Demolition permit
 Certification by Fire Department if destroyed by fire
REQUIRED DOCUMENTS
 Tax Declaration
 Realty Tax Receipt
 Letter Request
 Tax Clearance (Present Quarter)
FRONTLINE SERVICES ISSUANCE OF CERTIFIED TRUE COPY OF TAX DECLARATION

STEP 1 Fill out Request Form for the needed certification
SERVICE PROVIDER Maria Cecilia Escolar Sharon Ruth Vergara
STEP 2 Issuance of Order of Payment
STEP 3 Receive Official Receipt
STEP 4 Print of Tax Declaration
SERVICE PROVIDER Lovella Sangil Maria Susan Aroa
STEP 5 Check printed Tax Declaration
SERVICE PROVIDER Dorotea Jocson Lovella Sangil
STEP 6 Approval and signature of City Assessor
City Assessor
SERVICE PROVIDER
*Delegated to Ma. Bernardita Mallare/ Flora F. Clor/ Ma. Elenita Vallejos
STEP 7 Release of Tax Declaration
60
 Taxpayers must present their copy of tax declaration or any document related
to the property or if none, it will be verified first in the computer to find out if
REQUIRED DOCUMENTS there is an existing record of the subject property
 Community Tax Certificate (Cedula)
 Official Receipt for the requested Certified True Copy
REQUIRED FEES Owner – Php 50.00; if Representative – Php100.00
FRONTLINE SERVICES ISSUANCE OF CERTIFICATION OF OWNERSHIP OR PROPERTY HOLDINGS

STEP 1 Receive accomplished request form for the needed certification
STEP 3 Receive of Official Receipt
STEP 4 Verification and printing of requested certification
SERVICE PROVIDER Lovella Sangil Susan Aroa
STEP 5 Check printed certification
SERVICE PROVIDER Lovella Sangil Dorotea Jocson
City Assessor
SERVICE PROVIDER
STEP 7 Release of certification
DURATION All procedures will take 2 to 3 hours
 Certified true copy of Tax Declaration both for Land and Improvement
REQUIRED DOCUMENTS  Community Tax Certificate (Cedula)
 Official Receipt for the requested Certification
REQUIRED FEES Php 50.00 per property
FRONTLINE SERVICES CERTIFICATE OF NON-OWNERSHIP OR NO PROPERTY HOLDINGS

STEP 1 Receive of Request Form for the needed certification
STEP 2 Issuance of Order of payment
STEP 4 Verification and print of certifications
SERVICE PROVIDER Lovella Sangil Ma. Susan Aroa
STEP 5 Check printed certifications
City Assessor
SERVICE PROVIDER
61

 Request Form  Official Receipt of certification
REQUIRED DOCUMENTS
 Community Tax Certificate (Cedula) fees
REQUIRED FEES Php 50.00 per name requested
FRONTLINE SERVICES CERTIFICATION OF NO-IMPROVEMENT

STEP 1 Receive Request Form for the needed certification
STEP 4 Ocular Inspection
SERVICE PROVIDER Available Inspector
STEP 5 Encode/ Print of certification
SERVICE PROVIDER Lovella Sangil Ma. Susan Aroa
City Assessor
SERVICE PROVIDER
 Tax Declaration of the property (land) subject for issuance of no-improvement
 Affidavit by either the seller or buyer as proof that the subject property is vacant
so that the requested certification can be issued immediately. In the absence
of affidavit, it will be subjected to actual inspection which will be schedule (first
come first serve basis) and upon the availability of inspector
REQUIRED DOCUMENTS  Official Receipt
 If big parcel, picture of the property is needed
 Deed of Sale or any other Documents of Transfer (such as Extra
Judicial Settlement/Deed of Donation)
 If Representative, Authorization Letter from the Owner
 Photocopy of ID of both the Owner and Representative
 Official Receipt for certification fees
FRONTLINE SERVICES CERTIFICATION OF PREVAILING/ PREVIOUS ASSESSMENT

SERVICE PROVIDER Dorotea Jocson Mary Grace Name
Verification for tie up and reconciliation of submitted tax declaration to
STEP 2
records and files
62
Mary Grace Name

SERVICE PROVIDER Nathaniel Deveraturda
Arlene Aclera
SERVICE PROVIDER Dorotea Jocson Mary Grace Name
SERVICE PROVIDER Dorotea Jocson
City Assessor
SERVICE PROVIDER
 Certified true copy of Tax Declaration (Present) both for Land and Improvement
REQUIRED DOCUMENTS  Community Tax Certificate (Cedula)
 Official Receipt for the requested Certification
FRONTLINE SERVICES CERTIFICATION OF NO-IMPROVEMENT (PORTION ONLY)

STEP 1 Receive request form for the needed certification
STEP 2
records and files
Mary Grace Name
Arlene Aclera
City Assessor
SERVICE PROVIDER
 Tax Declaration of the property (land) subject for issuance of no-improvement
 Affidavit by either the seller or buyer as proof that the subject property is vacant
for the immediate issuance of requested certification, in absence of the
REQUIRED DOCUMENTS affidavit, will be subjected to actual inspection depending on the availability of
field inspector
 Photo of the property and inspection report of field verifier who
conducted the ocular inspection
63
For big parcels (501 sq.m. and above) and/or when the applicant has
no valid ID’s
 Deed of Sale or any other Documents of Transfer (such as Extra
Judicial Settlement/Deed of Donation)
 Community Tax Certificate (Cedula) or any Government issued ID
 If Representative, Authorization Letter from the Owner
 Photocopy of ID of both the Owner and Representative
 Official Receipt for certification fees
FRONTLINE SERVICES CERTIFICATION WITHIN & OUTSIDE TERRITORIAL JURISDICTION

STEP 2 Verification from Taxmapping Division
SERVICE PROVIDER Gina Libo-on (TMDS)
City Assessor
SERVICE PROVIDER
 Transfer Certificate of Title of the particular lot
 Tax Declaration/ Location Plan
REQUIRED DOCUMENTS
 Community Tax Certificate
 Official Receipt for the requested certification
ISSUANCE OF OTHER CERTIFICATION RELATED TO ASSESSMENT

FRONTLINE SERVICES
RECORDS
STEP 1 Receive Request Form for the needed certification
STEP 2
records and files
Mary Grace Name
Arlene Aclera
64

SERVICE PROVIDER Jeremy S. Regino (Officer-in-Charge)
STEP 7 Release
 Transfer Certificate of Title
 Current Tax Declaration for both land and property
REQUIRED DOCUMENTS
 Official Receipt for the requested certification
REQUIRED FEES Php 50.00 per certification
FRONTLINE SERVICES ISSUANCE OF TRANSFER TAX ORDER OR PAYMENT

STEP 1 Present and submit requirements
SERVICE PROVIDER Wilma Pernia Mary Grace Nama
STEP 4 Payment of Transfer Tax to CTO and Certified True Copy of OR
SERVICE PROVIDER City Treasurer’s Office Collection Clerk
STEP 5 Present Transfer Tax Receipt to Assessor’s Office
STEP 6 Release of document
DURATION All procedures will take 1 hour
 Original Copy of Deed of Sale, Deed of Donation, Extra Judicial, Etc.
 Photocopy of the documents listed in No. 1
REQUIRED DOCUMENTS  Photocopy of Tax Declaration
 Photocopy of Title
 Business Permit of the seller if real estate developer and or company
REQUIRED FEES Corresponding transfer tax cost
ISSUANCE OF SIMPLE COPY OF TAX DECLARATION FOR REAL

FRONTLINE SERVICES
PROPERTY TAX PAYMENT
STEP 1 Proceed to window 1, 2, 3 for printing of Tax Declaration
SERVICE PROVIDER Rowena Gatmaitan Lorelei Aguilar Emilie Diaz
If no computer record, must go to Tax Mapping Division with the essential
STEP 2 documents pertaining to the property to determine the Property Index
Number (PIN) based on base map
SERVICE PROVIDER Taxmapping Division staff
STEP 3 Return to window 1, 2, 3 for the requested copy of Tax Declaration
SERVICE PROVIDER Rowena Gatmaitan Lorelei Aguilar Emilie Diaz
DURATION All procedures will take 1 hour
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 Official Receipt of Realty Tax payment

REQUIRED DOCUMENTS  Tax Declaration
 Any document pertaining to the identification of the property
FEEDBACK AND REDRESS MECHANISM:

We appreciate your comments and suggestions. Please follow these steps:
1. Get a form from the comments and suggestions box located at the front desk.
2. Fill up the form indicating your comments, suggestions and/or complaints.
3. Drop the form at the comments and suggestions box.
66
CITY TREASURER’S OFFICE

VISION:
The City Treasurer’s Office is the focal department of the city, providing prompt and
responsive srvices to its clients, and geared toward being an authority in local finance in
a self-sustaining City of Caloocan.
MISSION:
The City Treasurer’s Office is the catalyst of the City of Caloocan aiming to achieve
sustainable and effective financial management through sound fiscal management,
effective income generation initiatives and precise expedient financial information, there
making the city a material contributor to local and national development.
COLLECTION OF FEES, LICENSES AND TAXES

 Medical Certificate  City Transfer Tax
 Mayor’s Permit  Building Permit
 Tuition fees  Machineries Inspection fee
FRONTLINE SERVICES  Health Certificate  Excavation Inspection fee
 Professional Tax Receipt (PTR)  Franchise dropping
 Impounding fee  Tricycle
 Towing fee  Cemetery
 Other TMC fees  Fire Safety
 National Statistics Office (NSO)  Electrical Inspection fee
STEP 1 Present Order of Payment
STEP 2 Payment of the amount indicated
Susan Florentino Eufrocyne Panelo Zenaida Daang
Cresuhito Carreon Marissa Eclipse Vonne Edward Lorenzo
SERVICE PROVIDER Irene Manansala Baltazara dela Rosa NORTH
Rodolfo Claveria Imelda Gutierez Maribel Tam
Ricardo Evangelista Joselito Nadurata Desiree Nuñez
DURATION 1 minute
REQUIRED DOCUMENT/S Order of Payment
67
1. Medical Certificate Php 50.00

2. Mayor’s Permit 20 to 100.00
3. Tuition fees Varying
4. Health Certificate Varying
5. Professional Tax Receipt (PTR) 330.00
6. Impounding fee Varying
7. Towing fee Varying
8. Other Traffic Management Center (TMC) fee Varying
REQUIRED FEES 9. City Transfer Tax Varying
10. Building Permit
11. Machineries Inspection fee Varying
12. Excavation Inspection fee Varying
13. Franchise dropping 30.00
14. Tricycle 405 /580 /555.00
15. Cemetery Varying
16. Fire Safety Varying
17. Electrical Inspection fee Varying
FRONTLINE SERVICE COLLECTION OF COMMUNITY TAX CERTIFICATE (Cedula)

STEP 1 Present last Cedula or information sheet
STEP 2 Payment
CORPORATION INDIVIDUAL NORTH
SERVICE PROVIDER
Imelda Gutierrez Baltazara Dela Rosa Nelson Santos
DURATION 1 minute
REQUIRED DOCUMENT/S Last Cedula or information sheet
REQUIRED FEES Varying amount
FRONTLINE SERVICE COLLECTION OF REAL PROPERTY TAX

STEP 1 BILLING - Present last Official Receipt and Tax Declaration
SERVICE PROVIDER Jerry Viray Evelyn Puzo
DURATION 5 minutes
REQUIRED DOCUMENT/S 1. Last Official Receipt 2. Tax Declaration
REQUIRED FEES None
STEP 2 COLLECTION - Present Statement of Account
STEP 3 COLLECTION - Payment of amount indicated in the Statement of Account
SOUTH NORTH
Evangeline Martin Regina Abad Irene Aurora Canet
SERVICE PROVIDER
Hedeliza DL Tiotangco Rachel R. Deang Roselle Dumaguing
Lorna Cabal Neil Martinez
DURATION 1 minute
REQUIRED DOCUMENT/S Statement of Account
REQUIRED FEES Varying amount
68
FRONTLINE SERVICE COLLECTION OF DELINQUENT TAXES

STEP 1 Issue Notice of Delinquency
STEP 2 Pay Delinquent Taxes or execute Promissory Note
SERVICE PROVIDER Emelito Serrano Vincent B. Salvador Jr. Nenita P. Fernandez
DURATION 30 minutes
REQUIRED DOCUMENT/S Notice of Delinquency
REQUIRED FEES Amount indicated in the Notice of Delinquency
FRONTLINE SERVICE ISSUANCE OF CLEARANCE

STEP 1 Present application and requirement
STEP 2 Verify accounts
STEP 3 Issue Order of Payment for the clearance
STEP 4 Prepare and sign clearance
Amelia Supe Miguelita Bautista Ma.Theresa Yoingco
SERVICE PROVIDER
Mary Grace Apura Cherry M. Vergara
DURATION Two (2) days
1. Tax Declaration 3. Community Tax Certificate
REQUIRED DOCUMENT/S
2. Current tax payments 4. Application Form
REQUIRED FEES Php 50.00/ property
FRONTLINE SERVICE COLLECTION OF FEES, LICENSES AND TAXES – MARKET FEES/ RENTAL
STEP 1 Pay market fees
STEP 2 Issue Official Receipt/ Cash Ticket
Ma. Cristina Cordero Buenaventura Villanueva Edwin Sabillo
SERVICE PROVIDER
Lucena Erpelo Carolina B. Tan Cenon Alfonso Tautjo
DURATION 5 minutes
Php 20.00 per square meter Php 5.00 per bilao (ambulant vendors)
REQUIRED FEES
(permanent stalls)
FRONTLINE SERVICE COLLECTION OF FEES, LICENSES AND TAXES - BUSINESS TAXES

STEP 1 Present Order of Payment
STEP 2 Pay Business Tax
Ronilo Marmolejo Arturo Coronel NORTH
SERVICE PROVIDER
Cesar Hernandez Roderick Real Jocel Añasco
DURATION 1 minute
REQUIRED FEES As indicated in the Order of Payment
ISSUANCE OF BARANGAY MICRO-BUSINESS ENTERPRISE (BMBE)

FRONTLINE SERVICE
CERTIFICATE
69
STEP 1 Receive complete documents

STEP 2 Conduct Ocular Inspection
STEP 3 Approve application
STEP 4 Issue Certificate of Registration
SERVICE PROVIDER Cecilia J. Cruz Vivian Buena
DURATION 3 days upon submission of complete documents
1. Application Form
2. Affidavit of Undertaking
3. Sworn Statement of Assets and Liabilities
4. SEC/ Cooperative Development Authority (CDA)/ DTI Registration
Certificate
REQUIRED DOCUMENT/S 5. Tax Identification Number (TIN)
6. Mayor’s Permit
7. BIR Registration Certificate
8. Pictures of premises and tangible assets
9. Copy of Contract of Loans and Schedule of Amortization (if there’s any)
10. Income Tax Return (if existing)
REQUIRED FEES None
70
BARANGAY SECRETARIAT
General supervision and assistance to the City Barangays, Sangguniang Kabataan and
Katarungang Pambarangay projects and activities that will support the programs of the
city government, complaints filed against barangay, supervision over barangay seminars
and/ or workshops for better barangay administration and provision of efficient service to
the barangays through a corps of professional and competent staff faithfully discharging
their duties and functions as provided by law.
ADMINISTRATIVE SERVICES
FRONTLINE SERVICE ISSUANCE OF CERTIFICATION

STEP 1 Submit request of certification needed
SERVICE PROVIDER Anna Hermosa Madayag
DURATION 2 minutes
STEP 2 Verify request
SERVICE PROVIDER Dierdre F. Fesarit
DURATION 5 minutes
DURATION 3 minutes
STEP 4 Prepare requested documents
SERVICE PROVIDER Jesus L. Tan Jr.
DURATION 5 minutes
STEP 5 Approve and sign documents
SERVICE PROVIDER Veronica DG. Buenviaje (Officer-in-Charge)
DURATION 2 minutes
STEP 6 Release certification
SERVICE PROVIDER Jesus L. Tan Jr.
DURATION 1 minute
Certification for Death Claim:
1. Death Certificate of the deceased barangay official
Certification for Eligibility:
1. Barangay Certification from Punong Barangay
REQUIRED DOCUMENT/S 2. Service record
3. Oath of office
4. Appointment (certified photocopy filed in the records section)
Certification on Leave Credits:
1. Copy of computation of leave credits signed by the City Accountant
Local PhP 20.00 per copy
REQUIRED FEES
Abroad 100.00 per copy
71
FRONTLINE SERVICE ISSUANCE OF VITAL BARANGAY INFORMATION

STEP 1 Submit letter of request
SERVICE PROVIDER Anna Hermosa Madayag
DURATION 2 minutes
STEP 2 Verify availability of data needed
DURATION 5 minutes
STEP 3 Release of the document
DURATION 3 minutes
REQUIRED DOCUMENT/S 1. Identification card 2. Letter of request
REQUIRED FEES None
FRONTLINE SERVICE BARANGAY COMPLAINTS AND INQUIRIES ASSISTANCE

STEP 1 Receive and record the data of complaint/ nature of complaint.
Give advice/ recommendation based on RA 7160 – Local Government
STEP 2
Code of 1991
STEP 3 Forward the document to the Chief of office for proper disposition
STEP 4 Endorse the complaint to Sangguniang Panlungsod
SERVICE PROVIDER Ariel Sales
DURATION 45 minutes
REQUIRED DOCUMENT/S Verified letter of complaint
REQUIRED FEES None
FRONTLINE SERVICE BARANGAY INFORMATION DISSEMINATION

Receive the inter-department/ agency communication
 Memorandum Circulars
STEP 1  Administrative/ Executive Orders
 Ordinance/ Resolutions
 Issuances
Conduct a brief orientation to all area managers regarding the activity/
STEP 2
program to be implemented
STEP 3 Prepare the enclosure letter for the said communication
72
STEP 4 Reproduction of the communication

STEP 5 Dispatch the area managers for the dissemination of information
STEP 6 Submission of Acknowledgement Receipt
Barangay 1 – 48: Ma. Teresita Mangaliman
Barangay 49 – 93: Ferdinand S. Malit
SERVICE PROVIDER :
Barangay 94 – 141: Danilo Pineda
Barangay 142 – 164: Sarita S. Alcantara
DURATION 1 day
REQUIRED DOCUMENT/S Documents for reproduction (optional)
REQUIRED FEES None
MOBILIZATION AND MONITORING

FRONTLINE SERVICE
INTER-ORGANIZATION COORDINATION
Receive the inter-department/ agency communication/ invitation
 Barangay General Assembly
STEP 1
 State of Barangay Address
 City/ National Government activity/ program
Conduct a brief orientation to all area managers regarding the activity/
STEP 2
program to be mobilized or monitored
Assign the respective tasks
STEP 3  Attendance
 Physical arrangement
STEP 4 Dispatch the area managers for the mobilization/ monitoring
STEP 5 Submission of after-activity report.
Barangay 1 – 48: Ma. Teresita Mangaliman
Barangay 49 – 93: Ariel Sales
SERVICE PROVIDER
Barangay 94 – 141: Danilo Pineda
Barangay 142 – 164: Sarita S. Alcantara
DURATION 1 day
REQUIRED DOCUMENT/S Memorandum/ letter of request from other department/ offices
REQUIRED FEES None
73
CALOOCAN CITY DISASTER RISK REDUCTION AND

MANAGEMENT OFFICE
VISION: The vision of the local government unit of Caloocan, through its office the City
Disaster Risk Reduction Management Office is to continuously improve and enhance the
Disaster preparedness services that it offers to the community. It aims to support
activities, project and policies geared towards developing a more responsible and disaster
resilient community. In addition, the office seeks to promote risk-conscious members of
the community knowledgeable on the proper management of hazardous materials in an
environmentally sound manner.
MISSION: To instill the culture of resiliency and preparedness to the constituents of

Caloocan City. And in order to develop citizens who are well prepared, conscientious and
properly equipped in dealing with disaster both man-included on otherwise. All of these
are envisioned by the city government in line with the priorities of the country for disaster
preparedness.
FRONTLINE SERVICE REQUEST FOR DATA, TRAINING AND SERVICES

STEP 1 Receive letter of request and assist client on the subject of inquiry
SERVICE PROVIDER Jasmin Ukol Jessie Balisi
Letter of request (inclusive of type of training, barangay name, total number of
REQUIRED DOCUMENTS
participants, tentative schedule of activity)
REQUIRED FEES None
DURATION 5 minutes
STEP 2 Verify request and forward to the appropriate division for disposition
SERVICE PROVIDER Jasmin Ukol Jessie Balisi
DURATION 5 minutes
Evaluate request for approval and:
STEP 3  furnish copies of requested documents
 (for training) schedule date of activity
SERVICE PROVIDER Winona G. Onza Ferdinand Dacullo
DURATION 10-15 minutes depending on the requisites
(For training) Inform and coordinate with the barangay and other agencies
STEP 4
concerned on the details of the activity
SERVICE PROVIDER Winona G. Onza Ferdinand Dacullo
DURATION Upon approval of request
STEP 5 Organized and prepare CDRRMO personnel for the requested training
SERVICE PROVIDER Alex P. Nadurata (Officer-in-Charge)
74
PROVISION OF EMERGENCY RESPONSE & OTHER SERVICE FOR

FRONTLINE SERVICE
DISASTER MANAGEMENT
STEP 1 Receive call and collect pertinent information of the incident from the client
SERVICE PROVIDER Charlotte Alejandria
STEP 2 Dispatch and issue mission order to the responding team.
SERVICE PROVIDER Rescue Team Leader/ Assistant Team Leader
DURATION Immediate
Render appropriate assistance to the client (emergency response, disaster
STEP 3
management and other related services)
SERVICE PROVIDER CDRRMO Response Team
DURATION Immediate
STEP 4 Gather documentation (incident report)
SERVICE PROVIDER Rescue Team Leader/ Assistant Team Leader
DURATION Upon completion of emergency response
REQUIRED FEES None
FEEDBACK AND READINESS MECHANISM
Please let us know how we have served you through the following:
 Accomplish the feedback form available in our office and place in the designated
drop box.
 Send your feedback and queries through email at drrmocaloocan@yahoo.com or get
in touch with us at telephone no. 310-7536.
 You may also send your feedback to aleckznadurata@yahoo.com email address of
Mr. Alex P. Nadurata, OIC of CCDRRMO
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CALOOCAN CITY MEDICAL CENTER
FUNCTIONAL STATEMENT: Provide an affordable quality health care to the people

through holistic approach and technology-based health care delivery system. As a
community of health workers, we shall adhere to the highest standards of care and uphold
the culture of excellence in our daily routines.
FRONTLINE SERVICE ADMITTING SECTION

STEP 1 Accomplish and submit hospital admission form
SERVICE PROVIDER Leonida Salvidar
DURATION 5 minutes
REQUIRED DOCUMENT/S Admitting Chart
REQUIRED FEES None
 New Patient – acquire permanent patient number for purpose of hospital
record and future admissions
STEP 2
 Notify the personnel of your patient number for record retrieval and/ or
medical history
DURATION 1 minute
REQUIRED DOCUMENT/S Blue card (for patient with existing records)
REQUIRED FEES None
STEP 3 Clarify hospital rules, policies and agreements
DURATION 5 minutes
REQUIRED DOCUMENT/S Consent Form
REQUIRED FEES None
STEP 4 Sign consent for admission
DURATION 1 minute
REQUIRED DOCUMENT/S Patient’s Chart
REQUIRED FEES None
76
EMERGENCY ROOM SECTION

FRONTLINE SERVICE
Patient is classified at triage area as emergent, urgent and non-urgent
STEP1 Take patient information
SERVICE PROVIDER Ruby Sugue
DURATION 5 minutes
REQUIRED FEES None
STEP 2 Inform department concerned of patient’s condition
DURATION As soon as possible
REQUIRED DOCUMENT/S Patient’s data sheet
REQUIRED FEES None
STEP 3 Medical doctor/ personnel attends to patient’s prerequisite
SERVICE PROVIDER ER Physician on duty
DURATION Case dependent
REQUIRED FEES None for Caloocan Residents
Evaluate patient’s state of health for further observation and admission;
STEP 4
transfer or discharge
DURATION 10 minutes
REQUIRED DOCUMENT/S 1. Blue Card 2. Patient Medical Record
OUT-PATIENT DEPARTMENT
FRONTLINE SERVICE
Provision of free check-up to all city residents
STEP 1 Acquire number and wait for turn
SERVICE PROVIDER Ma. Cecilia Asuncion
DURATION 5 minutes
REQUIRED DOCUMENT/S Number card
STEP 2 Interview patient and subject to preliminary check-up
SERVICE PROVIDER Gilda Armas
DURATION 5 minutes
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REQUIRED DOCUMENT/S Patient Medical Record

STEP 3 Attend to patient and evaluate medical condition
SERVICE PROVIDER Dr. Carlos Bautista
REQUIRED DOCUMENT/S Patient’s Medical Record
STEP 4 Inform and advise patient of his/ her condition and the necessary interventions
SERVICE PROVIDER Dra. Eufrocina Cabrera
DURATION 1 minute
FREE PROVISION EXAMINATION

FRONTLINE SERVICE
(i.e. FBS, Cholesterol, Triglycerides, ECG)
STEP 1 Acquire appointment from hospital staff
SERVICE PROVIDER Rofil Chavez
DURATION 5 minutes
REQUIRED DOCUMENT/S Patient’s Data Sheet
STEP 2 Subject patient to examination
SERVICE PROVIDER Einna Marie Mago
DURATION 5 minutes
STEP 3 Assess and evaluate patient’s medical condition
SERVICE PROVIDER Dr. Carlos Bautista
Inform and advise patient of his/ her condition and the necessary
STEP 4
interventions
SERVICE PROVIDER Dra. Eufrocina Cabrera
DURATION 1 minute
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FRONTLINE SERVICE RADIOLOGY (X-RAY)

STEP 1 Acquire request and Order of Payment
SERVICE PROVIDER Thelma Peral
DURATION 1 minute
REQUIRED DOCUMENT/S X-ray request slip
REQUIRED FEES None
STEP 2 Pay required amount at the hospital cashier
SERVICE PROVIDER Rodolfo Claveria Jr.
DURATION 1 minute
REQUIRED FEES Case dependent
STEP 3 Return to radiology department for x-ray procedure
REQUIRED DOCUMENT/S Official Receipt
REQUIRED FEES None
STEP 4 Inform patient of the schedule of release of his/ her results
DURATION 1 minute
REQUIRED DOCUMENT/S Official receipt
REQUIRED FEES None

STEP 1 Acquire request and Order of Payment from Laboratory Department
SERVICE PROVIDER Josefina Jauregui
DURATION 1 minute
REQUIRED DOCUMENT/S Physician’s laboratory request
REQUIRED FEES None
SERVICE PROVIDER Dalisay Licudine
DURATION 1 minute
STEP 3 Return to the laboratory for the necessary procedure
SERVICE PROVIDER Teresita Cipres
REQUIRED FEES None
SERVICE PROVIDER Benjamin Rivera
DURATION 1 minute
REQUIRED FEES None
79
PHILHEALTH UTILIZATION
Worker Classification:
FRONTLINE SERVICE SSS – private IND – sponsored
GSIS – government NPM – retired
IPP – voluntary OFW – abroad
Process admission papers at the Philippine Health Insurance Corporation
STEP 1
(PhilHealth) department
SERVICE PROVIDER Ma. Lourdes Timbol
DURATION 5 minutes
1. Philhealth card
2. Latest contribution records (ME5 and RF1)
months for non-surgical, 12 months for surgical
3. Certificate of On Board for Overseas Filipino Workers (OFW)
4. Clear copy of Birth Certificate with member/ patient registry number
REQUIRED DOCUMENT/S 5. Clear copy of Marriage Contract
6. Member’s Data Record (MDR) and payment information – for OFW
7. MDR (Member’s data record)
8. Photocopy of non-paying member card (for retired members)
9. Indigent ID or PHIC from CEI
10. Photocopy of Senior Citizen’s ID
REQUIRED FEES Dependent upon Philhealth approval
STEP 2 Present all receipt for reimbursement upon patient’s discharge
SERVICE PROVIDER Ma. Lourdes Timbol
DURATION 10 minutes
REQUIRED DOCUMENT/S Accumulated receipts (medicine, supplies and other ancillary procedures not
available at the hospital)
REQUIRED FEES None
FRONTLINE SERVICE PHARMACY

STEP 1 Present prescription issued by the Physician
SERVICE PROVIDER Marcelina Pelayo
DURATION 5 minutes
REQUIRED DOCUMENT/S Prescription
REQUIRED FEES None
STEP 2 Pay bills
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SERVICE PROVIDER Dalisay Licudine

DURATION 5 minutes
REQUIRED FEES Varying amount dependent on prescribed medicine
STEP 3 Present Official Receipt and obtain medicine from the pharmacy
SERVICE PROVIDER Marcelina Pelayo
DURATION 1 minute
REQUIRED FEES None
81
CALOOCAN CITY NORTH MEDICAL CENTER

FUNCTIONAL STATEMENT: Provide an affordable quality health care to the people
through holistic approach and technology-based health care delivery system. As a
community of health workers, we shall adhere to the highest standards of care and uphold
the culture of excellence in our daily routines.
FRONTLINE SERVICE ADMITTING SECTION

STEP 1 Accomplish and submit hospital admission form
SERVICE PROVIDER Madonna Amaro
TIME FRAME 5 minutes
REQUIRED DOCUMENT/S Admitting Chart
REQUIRED FEES None
 New Patient – Acquire permanent patient number for purpose of hospital
record and future admissions
STEP 2
 – Notify the personnel of your patient number for record retrieval and/or
medical history
TIME FRAME 1 minute
REQUIRED DOCUMENT/S Blue card (for patient with existing records)
REQUIRED FEES None
STEP 3 Clarify hospital rules, policies and agreements.
REQUIRED DOCUMENT/S Consent Form
REQUIRED FEES None
STEP 4 Sign consent for admission
TIME FRAME 1 minute
REQUIRED DOCUMENT/S Patient’s Chart
REQUIRED FEES None
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EMERGENCY ROOM SECTION

FRONTLINE SERVICE
Patient is classified at triage area as emergent, urgent and non-urgent
STEP1 Take patient information
PERSON/S RESPONSIBLE Avegail A.Pedrosa, R.N.
STEP 2 Inform department concerned of patient’s condition
PERSON/S RESPONSIBLE Avegail A.Pedrosa, R.N.
TIME FRAME As soon as possible
STEP 3 Medical doctor/ personnel attends to patient’s prerequisite
PERSON/S RESPONSIBLE ER Physician on duty
TIME FRAME Case dependent
Evaluate patient’s state of health for further observation and admission;
STEP 4
transfer or discharge
PERSONS RESPONSIBLE Avegail A.Pedrosa, R.N.
REQUIRED DOCUMENT/S 3. Blue Card 4. Patient Medical Record
OUT-PATIENT DEPARTMENT
FRONTLINE SERVICE
Provision of free check-up to all city residents
STEP 1 Acquire number and wait for turn
PERSON/S RESPONSIBLE Hazel Lyn Ybona, R.N.
REQUIRED DOCUMENT/S Number card
STEP 2 Interview patient and subject to preliminary check-up
REQUIRED DOCUMENT/S Patient Medical Record
STEP 3 Attend to patient and evaluate medical condition
PERSON/S RESPONSIBLE Dra. Cybelle A. Ng
TIME FRAME 1 minute
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FREE PROVISION EXAMINATION

FRONTLINE SERVICE
(i.e. FBS, Cholesterol, Triglycerides, ECG)
STEP 1 Acquire appointment from hospital staff
STEP 2 Subject patient to examination
STEP 3 Assess and evaluate patient’s medical condition
TIME FRAME 1 minute
FRONTLINE SERVICE RADIOLOGY (X-RAY)

STEP 1 Acquire request and Order of Payment
PERSON/S RESPONSIBLE Enrique C. Sabio III, RRT
TIME FRAME 1 minute
REQUIRED DOCUMENT/S X-ray request slip
REQUIRED FEES None
PERSON/S RESPONSIBLE Elisa Garcia
TIME FRAME 1 minute
STEP 3 Return to radiology department for x-ray procedure
REQUIRED FEES None
TIME FRAME 1 minute
REQUIRED FEES None
84

STEP 1 Acquire request and Order of Payment from Laboratory Department
PERSON/S RESPONSIBLE Elaine Antonio, RMT
TIME FRAME 1 minute
REQUIRED DOCUMENT/S Physician’s laboratory request
TIME FRAME 1 minute
STEP 3 Return to the laboratory for the necessary procedure
TIME FRAME 1 minute
REQUIRED FEES None
PHILHEALTH UTILIZATION
Worker Classification:
FRONTLINE SERVICE
SSS – private IPP - voluntary NPM – retired
GSIS – government IND – sponsored OFW - abroad
Process admission papers at the Philippine Health Insurance Corporation
STEP 1
(PhilHealth) department
PERSON/S RESPONSIBLE Franz Vincent Ocampo, R.N.
1. Philhealth Card
2. Latest contribution records (ME5 and RF1)
- months for non-surgical, 12 months for surgical
3. Certificate of On Board for Overseas Filipino Workers (OFW)
4. Clear copy of Birth Certificate with member/patient registry number
REQUIRED DOCUMENT/S 5. Clear copy of Marriage Contract
6. Member’s Data Record (MDR) and payment information – for OFW
7. MDR (Member’s data record)
8. Photocopy of non-paying member card (for retired members)
9. Indigent ID or PHIC from CEI
10. Photocopy of Senior Citizen’s ID
REQUIRED FEES Dependent upon Philhealth approval
STEP 2 Present all receipt for reimbursement upon patient’s discharge
Accumulated receipts (medicine, supplies and other ancillary procedures not
REQUIRED DOCUMENT/S
available at the hospital)
REQUIRED FEES None
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FRONTLINE SERVICE PHARMACY

STEP 1 Present prescription issued by the Physician
PERSON/S RESPONSIBLE Elaine Faye Fariñas, RPh
REQUIRED DOCUMENT/S Prescription
REQUIRED FEES None
STEP 2 Pay bills
REQUIRED DOCUMENT/S Order of payment
REQUIRED FEES Varying amount dependent on prescribed medicine
STEP 3 Present Official Receipt and obtain medicine from the pharmacy
PERSON/S RESPONSIBLE Elaine Faye Fariñas, RPh
TIME FRAME 1 minute
REQUIRED FEES None
FRONTLINE SERVICE MEDICAL RECORDS SECTION

1. Acquire Medico Legal/ Medical Certificate
2. Acquire Medical Abstract, Discharge Summary of Admitted Patients
STEP 1
3. Acquire Birth/ Death Certificates
4. Acquire Insurance Claims of In-Patients and Treated Patient at ER
REQUIRED DOCUMENT/S Identification Card
REQUIRED FEES None
STEP 2 Acquire Order of Payment from the Records Section
PERSON/S RESPONSIBLE Donato G. Contreras Jr.
TIME FRAME 1 minute
STEP 3 Pay required amount to the hospital cashier
TIME FRAME 1 minute
STEP 4 Return to the Medical Records Section
PERSON/S RESPONSIBLE – for Medico/ Medical Certificate
– for Medical Abstract/ Discharge Summary and Insurance Claims of Surgery
Patients
– for Medical Abstract/ Discharge Summary and Insurance Claims of OB Gyne
and Medical Patients
– for Birth/ Death Certificate
TIME FRAME 2 minute
REQUIRED DOCUMENT/S Official Receipt, Identification Card or Authorization of the patients
REQUIRED FEES None
86
CALOOCAN WATERWORKS SYSTEM (PATUBIG)
Operate, maintain and improve the waterworks system for the residents of North
Caloocan City
.
FRONTLINE SERVICE WATER PRODUCTION THROUGH DEEPWELL
Operate the pump station by filling up the tank to provide water to the
STEP/ PROCEDURE consumers via pipe-laid length that stretches to the water installation of
every concessionaires
SERVICE PROVIDER Pump Operator
DURATION 24-hour non-stop operation
FRONTLINE SERVICE BILLING (METER READING AND BILLING PROCEDURES)

STEP 1 Monthly reading of the data from each individual consumer’s water meter
SERVICE PROVIDER Assigned meter reader
Process Statement of Account based on data input of assigned meter
STEP 2
readers
SERVICE PROVIDER Billers
REQUIRED DOCUMENT/S Bills or Statement of Accounts
REQUIRED FEES Current monthly balance
FRONTLINE SERVICE CUSTOMER ASSISTANCE CENTER

STEP 1 Log complaints and queries
SERVICE PROVIDER Boy Salvador
STEP 2 Forward complaints/ queries to Production Section
SERVICE PROVIDER Boy Salvador
STEP 3 Take necessary action
SERVICE PROVIDER Personnel assigned/ officer on duty
REQUIRED FEES None
87
CITY ACCOUNTANT’S OFFICE
Take charge of the accounting services of the city government.
FRONTLINE SERVICE OBLIGATION OF PURCHASE OF REQUEST OF BARANGAY

STEP 1 Receive and record Purchase Request
SERVICE PROVIDER Roderick Mendoza
DURATION 5 minutes
STEP 2 Endorse to respective division (Audit)
SERVICE PROVIDER Rhodel Ocampo
DURATION 1 minute
STEP 3 Check appropriations and obligate
Ellen Gutierrez – Disbursement Vouchers for infrastructure project
Rosario Miparanum - Disbursement Vouchers for supplies expenses
SERVICE PROVIDER Chona Cenido – Payrolls of permanent employees
Amelita Calderon – Vouchers for gasoline & other expenses
Marian Bohol – Payrolls of job orders, consultant & terminal leave
DURATION Dependent on compliance to requirements
STEP 4A Audit & check the accuracy of vouchers/ payrolls and its requirements
STEP 4B Payrolls to record on card and to obligate expenses
Marita Esplana; Editha Zapanta; Lailani Baldivia – for cardings
SERVICE PROVIDER
Perlita Comia; Rodelio Jan Garciano & Marita Esplana – for obligation
DURATION 5 minutes
STEP 5 Sign obligated Purchase Request
SERVICE PROVIDER Alma D. Bucalen (Officer-in-Charge)
DURATION 1 minute
REQUIRED FEES None
FILING OF BARANGAY TRANSMITTALS OF PAID VOUCHERS

FRONTLINE SERVICE
CASH ADVANCES AND CHECKS ISSUED
STEP 1 Receive transmittal from barangay
SERVICE PROVIDER Receiving Clerk
DURATION 1 minute
STEP 2 Check and verify all documents submitted
SERVICE PROVIDER Designated team
STEP 3 Record and file all submitted documents
SERVICE PROVIDER Receiving/ releasing clerk
DURATION 1 minute
1. Paid vouchers
REQUIRED DOCUMENT/S
2. Report of checks issued (prepared by the barangay)
REQUIRED FEES None
88
FRONTLINE SERVICE PROCESSING OF BARANGAY TRANSACTIONS

STEP 1 Receive barangay documents from the Liga ng mga Barangay
DURATION 1 minute per transaction
1. Disbursement Voucher 3. Request for Obligations of Allotment
REQUIRED DOCUMENT/S
2. Purchase Request 4. Other supporting documents
STEP 2 Record and indorse barangay documents to assigned team
SERVICE PROVIDER Receiving clerk
1. Disbursement vouchers 3. Request for Obligations of Allotment
REQUIRED DOCUMENT/S
2. Purchase request 4. Other supporting documents
STEP 3 Check and verify completeness of all documents submitted
Team A Barangay 1 – 72
SERVICE PROVIDER Team B Barangay 73 – 144
Team C Barangay 145 – 188
DURATION 3 - 6 minutes per transaction
REQUIRED DOCUMENT/S
STEP 4 Check account codes and journalize
SERVICE PROVIDER Assigned member of each Team on Journal Transaction
REQUIRED DOCUMENT/S
Prepare and control Accountant’s Advice for barangay check
STEP 5
disbursement
DURATION 2 - 5 minutes per transaction
REQUIRED DOCUMENT/S
Endorse barangay documents to Division Chief, Barangay Accounting
STEP 6
Division
DURATION 1 minute
REQUIRED DOCUMENT/S
Receive and recommend endorsement of Accountant’s Advice to the City
STEP 7
Accountant
SERVICE PROVIDER Division Chief, Barangay Accounting Division
DURATION 1 minute
REQUIRED DOCUMENT/S 1. Accountant’s Advice 2. Request of Allotment 3. Check
STEP 8 Record and endorse the Accountant’s Advice to the City Accountant
89
DURATION 1 minute
STEP 9 Sign Accountant’s Advice
SERVICE PROVIDER Alma D. Bucalen (Officer-in-Charge)
DURATION 5 minutes
REQUIRED FEES None
PREPARATION OF JOURNAL OF BARANGAY TRANSACTIONS, TRIAL

FRONTLINE SERVICE BALANCE, FINANCIAL STATEMENTS, BALANCE SHEETS, IN SOME
STATEMENTS AND BANK RECONCILIATION
STEP 1 Record barangay transaction based on the budget card
SERVICE PROVIDER Bookkeeper
Priority – June 30
DURATION
Non-Priority – July 31
1. Journal of Barangay Transactions 4. Balance Sheets
REQUIRED DOCUMENT/S 2. Trial Balance 5. Income Statements
3. Financial Statement 6. Bank Reconciliation
REQUIRED FEES None
STEP 2 Submit hard and soft copies to the Commission on Audit
SERVICE PROVIDER Receiving/ Releasing Clerk
DURATION 5 minutes
REQUIRED FEES None
90
CITY BUDGET DEPARTMENT

Assist in the preparation of budgets, forms, orders and circulars embodying instructions
on budgetary matters for approval of the city mayor.
FRONTLINE SERVICE PROCESSING OF PAYROLLS, PURCHASE REQUESTS AND VOUCHERS

Receive, record and assign control numbers of the following documents:
 Payrolls
 Purchase Requests
 Allotment and Obligation Slips
 Vouchers
STEP 1
 Contract of Service for certification as to availability of appropriation
 Quarterly Requests for Allotment of offices/ departments
 Memorandum Circulars from the Department of Budget and Management
(DBM)
 Transmittal letter of 188 barangays
SERVICE PROVIDERS Jacqueline Ang Florentina Olveda Don Sherwin Aguila
DURATION 1 minute
Record and review of letter of requests before distribution to analysts for
STEP 2
earmarking
SERVICE PROVIDER Josephine J. Francisco Michael G. Aguhayon Jacqueline Ang
STEP 3 Reviewing and control of Infrastructure Projects
Internal Revenue Allotment
Ma. Aleli DS. Balansay Jennylyn Alteza
Monalyn Villaralvo Jacqueline Ang
SERVICE PROVIDERS
City Engineering Office
Noemi J. Garcia Michael G. Aguhayon
Erwin Joseph L. Borromeo Jacqueline Ang
Review and issuance of Certifications to PPAs' budgetary requirements in
STEP 4
accordance to AIP and Ordering Agreements
SERVICE PROVIDER Josephine J. Francisco Ma. Aleli DS. Balansay
91
Reviewing/Analyzing LRs, payrolls, purchase requests and vouchers and

STEP 5
check its consistency and Ordering Agreements
SERVICE PROVIDER Budget Analysts
Reviewing (final) the aforementioned documents before approval/
STEP 6
signature of the Budget Officer
Erwin Joseph L. Borromeo Jennylyn F. Alteza
SERVICE PROVIDER
Monalyn Villaralvo, Michael G. Aguhayon
Signing of payrolls, purchase requests, vouchers and communications
STEP 7
and other financial documents
SERVICE PROVIDER Nomer Q. Marmolejo, City Budget Officer
Releasing and forwarding of processed payrolls, purchase requests and
STEP 8
vouchers to the City Accountant's Office
SERVICE PROVIDER Jacqueline Ang Florentina Olveda Don Sherwin Aguila
DURATION 1 day (depends on work load)
Memos/Authority (OT, Travelling Allow, Trainings etc.), Closing of Vouchers
REQUIRED DOCUMENT/S (OR, Inspection Report), Contracts/Appointments (For salaries of Job-Order
Workers, Consultants, Newly Hired Permanent Employees)
REQUIRED FEES None
Initial review of incoming communications and preparation of business
STEP 9
correspondence
SERVICE PROVIDER Noemi J. Garcia Ma. Aleli DS. Balansay
Reviewing and releasing to HRMO of service contracts for job
order/consultants under a contractual scheme and certification as to
STEP 10
availability of appropriation for appointments of the regular plantilla
positions
SERVICE PROVIDER
DURATION
REQUIRED DOCUMENT/S
REQUIRED FEES
Final recording and checking of availability of appropriation for
STEP 11
appointment of the regular plantilla positions
SERVICE PROVIDER
DURATION
REQUIRED DOCUMENT/S
REQUIRED FEES 1 day (depends on work load)
FRONTLINE SERVICE QUARTER/ ADDITIONAL ALLOTMENTS

STEP 1 Prepare Financial Plan and Advice of Allotment
SERVICE PROVIDER Designated Budget Analyst
STEP 2 Initial review of Financial Plan and Advice of Allotment
SERVICE PROVIDER Noemi J. Garcia
Endorsement of Financial Plan to respective departments/offices for
STEP 3
signature of the Dept. Head/ Chief of Offices
STEP 4 Receive signed quarterly allotments
SERVICE PROVIDER DesignatedBudget Analyst
92
Review Financial Plan and Advice of Allotment before being signed by

STEP 5
the City Budget Officer
STEP 6 Approve/ sign allotments and endorse to the City Mayor
SERVICE PROVIDER Nomer Marmolejo (City Budget Officer)
STEP 7 Release of Advice of Allotments to the City Mayor for his approval
STEP 6 Record and post approved allotments
SERVICE PROVIDER Designated Budget Analyst
Release approved copies of allotment to the following departments/
offices:
STEP 7  City Accountant’s Office – control and check appropriation
 Commission on Audit – check budget allocation
 Concerned Offices – file copy of allotment
DURATION Two (2) days before the beginning of every quarter
REQUIRED DOCUMENT/S Quarterly Allotments
REQUIRED FEES None
FRONTLINE SERVICE PREPARATION OF TRANSMITTAL LETTER OF 188 BARANGAYS

STEP 1 Review/ analyze barangay budget
SERVICE PROVIDER Benjamin Sanchez Nievecel Paz
STEP 2 Encode transmittal letter for final review
SERVICE PROVIDER Ellery Joshua del Rosario Hazmin V. Sison
Review and recommend approval of transmittal letters to the City Budget
STEP 3
Officer-in-Charge for signature
STEP 4 Sign transmittal
Forward barangay budgets and transmittal letters to the Sangguniang
STEP 5
Panlungsod Secretariat for review and approval
Receive approved barangay budget with ordinance from Sangguniang
STEP 6
Panglungsod
STEP 7 Inform barangays for the release of respective barangay budgets
DURATION 1 day (depends on work load)
REQUIRED DOCUMENT/S 1. Barangay Budget 2. Attachments
REQUIRED FEES None
93
FRONTLINE SERVICE PREPARATION OF THE CITY ANNUAL BUDGET

Coordinate with DBM relative to the Internal Revenue Allotment (IRA) for
STEP 1
the year and other budgetary guidelines and requirements
SERVICE PROVIDER Marites Mendoza Noemi J. Garcia
Inform all departments/ offices of the budgetary guidelines and
STEP 2
requirements through a memorandum from the city mayor
SERVICE PROVIDER Budget Analyst
STEP 3 Receive budget proposal of different department/ offices
SERVICE PROVIDER Hazmin V. Sison
Analyze budget proposal:
 Receive updated personnel schedule from the Human Resource
Management Services (HRMS)
STEP 4
 Prepare comparative statements of the proposed budget
 Gather data on actual expenditures from the City Accountant’s Office
 Prepare budget office recommendation for department/ office proposal
SERVICE PROVIDER All Budget Analysts
STEP 5 Gather data on actual income from the City Accountant’s Office
SERVICE PROVIDER Rosario Miparanum Noemi J. Garcia Ma. Aleli DS. Balansay
STEP 6 Finalize the budget for budget hearing
Nomer Marmolejo (City Budget Officer) Josephine J. Francisco
SERVICE PROVIDER Noemi J. Garcia Budget Analysts
Ma. Aleli DS. Balansay
STEP 7 Assist the city mayor and other city officials in the budget hearing
Finalize and document the Annual Executive Budget for the City Mayor’s
STEP 8 approval and transmit to the Sangguniang Panglungsod for enactment
into an approved ordinance
Nomer Marmolejo (City Budget Officer) Designated Budget Analyst
SERVICE PROVIDER
Noemi J. Garcia
STEP 9 Approve and sign the Annual Executive Budget
REQUIRED DOCUMENT/S Annual Executive Report
STEP 10 Submit the Annual Executive Budget to DBM for review
SERVICE PROVIDER Nomer Marmolejo (Officer-in-Charge)
94
DURATION July to October 16 of each year

Preparation of Supplemental Budgets and endorsement to Sangguniang
STEP 10
Panlungsod for enactment into an Appropriation Ordinance
SERVICE PROVIDER Noemi J. Garcia/ Ma. Aleli DS. Balansay Aurea M. Huevos
CITY LEGAL DEPARTMENT

Serve as the chief legal counsel of the city government.
95
REVIEW OF CONTRACTS, ORDINANCES AND OTHER LEGAL

FRONTLINE SERVICE
INSTRUMENTS
STEP 1 Submit request for review
PERSON/S RESPONSIBLE Irene C. Dagalea
REQUIRED DOCUMENT/S Request Letter from originating office.
STEP 2 Follow up status of review
PERSON/S RESPONSIBLE Assigned City Attorney
REQUIRED DOCUMENT/S Receiving copy
STEP 3 Receive the opinion of the City Attorney and take appropriate action
REQUIRED DOCUMENT/S Copy of documents and/or documents received by the City Attorney
REQUIRED FEES None
FRONTLINE SERVICE RENDERING OF LEGAL OPINION/S

STEP 1 Submit written query
REQUIRED DOCUMENT/S Written query duly endorsed by other offices or directly submitted to the office
Submit to an interview by the City Legal Officer and provide all necessary
STEP 2
information
TIME FRAME 1 hour
STEP 3 Receive the appropriate legal opinion/remedies provided by the City Legal Officer
REQUIRED FEES None
FRONTLINE SERVICE ADDRESSING INTERNAL COMPLAINTS AGAINST CITY EMPLOYEES

Submit written complaint to receiving officer/clerk for receiving and recording
STEP 1
purposes
REQUIRED DOCUMENT/S Written complaint by the aggrieved party/ies
Prepare and serve notices/memorandum for scheduled meeting/hearing for all
STEP 2
concerned parties.
TIME FRAME 1 day
STEP 3 Issuance of necessary Resolutions or Recommendations
96

REQUIRED FEES None
FRONTLINE SERVICE PUBLIC LEGAL SERVICES (LEGAL ADVISE/DOCUMENTATION)

STEP 1 Present the documents or information required for proper documentation
PERSON/S RESPONSIBLE Attorney/Administrative Staff
TIME FRAME 10 minutes (depending on the type of document)
REQUIRED DOCUMENT/S Supporting documents
STEP 2 Review documents prepared
PERSON/S RESPONSIBLE Attorney/Administrative Staff
TIME FRAME 2-5 minutes (depending on services required)
STEP 3 Releasing of document
PERSON/S RESPONSIBLE Administrative Staff
REQUIRED DOCUMENT/S Valid Identification Card
CULTURAL AFFAIRS AND TOURISM SERVICES

CITY LIBRARY SERVICES
97
FUNCTIONAL STATEMENT: Provide access to the various forms and mediums of

library and information resources in order to ensure lifelong learning of the citizenry in
support to the educational plans and program of the city
LIBRARY ACCESS (OPEN SHELVES)

FRONTLINE SERVICE (OPEN SHELVES SYSTEM IS A TERM FOR LIBRARY RESOURCES THAT
ARE FREE AND OPEN FOR ACCESS TO THE PUBLIC)
STEP 1 Register upon entry
SERVICE PROVIDER Security guard on duty
DURATION 1 minute
1. Valid Identification card (School ID, company or office ID, Voter’s ID, etc.)
REQUIRED DOCUMENT/S
2. Properly filled-up request slip
STEP 2 Deposit bag/s and other belongings at the baggage counter (if any)
DURATION 1 minute
STEP 3 Access library resources
Children’s Section/ Periodical Ramil D. Torres Cora J. Noble
Ramil Torres Rosauro Pangan
Periodical Section Cora J. Noble Allan P. de Leon
SERVICE PROVIDER
Emilia T Guerero
Mayor’s Corner Ramil D. Torres Cora J. Noble
NCR and Tourism Information Section Ramil D. Torres Cora J. Noble
DURATION 1 minute
REQUIRED FEES None
FRONTLINE SERVICE LIBRARY ACCESS (CLOSED SHELVES)

STEP 1 Register upon entry
DURATION 1 minute
REQUIRED DOCUMENT/S
REQUIRED FEES None
STEP 2 Deposit bag/s and other belongings at the baggage counter (if any)
98
DURATION 1 minute
Request, record and release library materials to be utilized (closed shelves
STEP 3 system is a term for library resources that requires permission before
access is granted thereto).
Ramil D. Torres Rosauro T. Pangan
Reference Section Cora J. Noble Allan P. De Leon
Emilia L. Guerero
SERVICE PROVIDER
News Clippings Cora J. Noble Allan P. De Leon
Emilia L. Guerero
Ramil D. Torres Allan P. De Leon
Local History Section
Cora J. Noble
Thesis Dissertation Cora J. Noble Allan P. De Leon
Emilia L. Guerero
Filipiniana Section Cora J. Noble Allan P. De Leon
Emilia L. Guerero
STEP 4 Return books and/ or materials and redeem ID to their respective sections
SERVICE PROVIDER Cora J. Noble Allan P. De Leon
Emilia L. Guerero
DURATION 1 minute
FRONTLINE SERVICE LIBRARY ACCESS (INTERNET SERVICES)

STEP 1 Accomplish Internet Request Slip
SERVICE PROVIDER Cora J. Noble Emilia L. Guerero Rosauro T. Pangan
DURATION 1 minute
REQUIRED DOCUMENT/S
STEP 2 Submit Internet Slip
SERVICE PROVIDER Cora J. Noble Emilia L. Guerero Rosauro T. Pangan
DURATION 1 minute
REQUIRED FEES None
STEP 3 Grant Internet Access
DURATION 1 hour
FRONTLINE SERVICE LIBRARY ACCESS (RECREATIONAL BOARD GAMES)

STEP 1 Accomplish Request Slip for Board Games
Ramil D. Torres Emilia L. Guerero Allan P. De Leon
SERVICE PROVIDER
Cora J. Noble Rosauro T. Pangan
DURATION 1 minute
REQUIRED DOCUMENT/S
99
REQUIRED FEES None

STEP 2 Receive and record Request Slip
SERVICE PROVIDER
DURATION 1 minute
REQUIRED FEES None
STEP 3 Release of requested materials
SERVICE PROVIDER
DURATION 5 minutes
REQUIRED FEES None
STEP 4 Return of materials and ID redemption
SERVICE PROVIDER
DURATION 5 minutes
REQUIRED FEES None
FRONTLINE SERVICE ONLINE PUBLIC ACCESS CATALOG (OPAC)

STEP 1 Proceed to computer room
SERVICE PROVIDER Cora J. Noble Emilia L. Guerero
DURATION 3 – 5 minutes depending on the materials needed
Search for the call number of the library material/s needed through Subject,
STEP 2
Author or Title
STEP 3 Accomplish Request Form
STEP 4 Proceed to designated section where library material/s are located
SERVICE PROVIDER Cora J. Noble Emilia L. Guerero
REQUIRED FEES None
CITY PLANNING AND DEVELOPMENT DEPARTMENT
100
Protect the city’s environment for the benefit of present and future generations by
formulating and integrating physical, economic, social and institutional development plans
and policies; conduct researches and studies; monitor and evaluate programs and
projects implementation; prepare comprehensive plans and other development planning
documents and promote people’s participation.
FRONTLINE SERVICE PROVISION OF BASELINE DATA/ INFORMATION

Accomplish research/ request form indicating needed information
STEP 1
(documents, maps)
Engr. Josephine I. dela Cruz Dominador Alfonso C. Aquino
Zito O. Dakila Eden M. Leyva
Refer to concerned sectoral division for review, evaluation, approval and
STEP 2
releasing or further referral of request to other offices or agencies
Physical Sector: Social Sector:
Arch. Jonathan Himala Elizabeth Del Espiritu Santo
Engr. Arnelord de Guzman Virginia dela Cruz
PERSON/S RESPONSIBLE Economic Sector: Institutional Sector:
Marissa Tadioan Gracia Ma. Cleofas Lalu
Ma. Cecilia Ortiz Joselito Fausto
Elizabeth Reyes Michael Allan Arceo
Acquire a soft and/ or hard copy (CD, DVD, flash media, photocopy,
blueprint, etc.) of the document
STEP 3
Interview technical staff regarding needed data/ information (as per
request by the researcher)
1. Any valid Identification card 3. Letter of request
REQUIRED DOCUMENT/S
2. Accomplished request form
10-20 minutes or more depending on the volume of data/ information needed,
TIME FRAME
15-30 minutes for interviews
REQUIRED FEES None (cost of photocopying and blueprint is shouldered by the client)
EVALUATION AND PROCESSING OF BARANGAY DEVELOPMENT

FRONTLINE SERVICE
PLANS
101
Receive Annual Barangay Development Plans with attached required

STEP 1
documents prepared by respective barangay councils
STEP 2 Register barangay official in the logbook
Check and then record and endorse development plans to concerned
STEP 3 sectoral divisions (physical, economic, social and institutional) for
verification
Evaluate and verify the submitted documents based on various criteria
STEP 4 as to completeness of attachments/ requirements. Request for other
supporting documents as deemed necessary
TIME FRAME 2-10 minutes
Submit complete/ verified documents to the City Planning and
STEP 5
Development Coordinator for notation
STEP 6 Approve and sign Annual Barangay Development Plans
PERSON/S RESPONSIBLE Aurora Ciego (City Planning and Development Coordinator)
TIME FRAME 1 minute
Record and release noted development plans to authorized barangay
STEP 7
representative
1. Accomplished Development Plans
2. Attachments: Barangay Resolution, Certificate of Non-Obstruction, Bill of
Materials/ Listing and Cost Estimates of Items to be purchased, Location
REQUIRED DOCUMENT/S
Plan of Projects, Illustration/ Drawing/ Dimension/ Brief of Description of
Projects, Building Permit, Post Evaluation Report of all projects (include
actual photographs – before and after)
REQUIRED FEES None
102
CITY SOCIAL WELFARE DEPARTMENT
Provide interventions/ opportunities that will uplift the living condition of the distressed
and disadvantaged individuals, families, groups and communities and enable them to
become self-reliant and active participants in city development.
ISSUANCE OF REFERRAL LETTER/ SOCIAL CASE STUDY REPORT –

FRONTLINE SERVICE
MEDICAL ASSISTANCE
STEP 1 Receive required document/s and register client in the caseload inventory
STEP 2 Refer client to the unit concerned
SERVICE PROVIDER Officer of the Day
STEP 3 Interview client with reference to the Intake Sheet
Unit I- Eugenia Villanueva Unit IV- Gerardo Dispo
SERVICE PROVIDER Unit II- Felomina Ferrer Unit V- Lolita Montano
Unit III- Melinda Lucas Unit VI- Ria Martinez
STEP 4 Prepare referral letter and Social Case Study Report
Unit I- Ganymede Gultiano Unit IV- Mamerta Lucas
SERVICE PROVIDER Unit II- Delilah Martinez Unit V- Rosalie Padrigon
Unit III- Ligaya Constantino Unit VI- Melanie Parreñas
DURATION 10 minutes
STEP 6 Release and record referral letter
Unit I- Eugenia Villanueva Unit IV- Gerardo Dispo
SERVICE PROVIDER Unit II- Felomina Ferrer Unit V- Lolita Montano
Unit III- Melinda Lucas Unit VI- Ria Martinez
DURATION 1 minute
1. Barangay Indigency Certificate 3. Hospital Bill
2. Medical Abstract for cases to be 4. Hospital Request Letter Form
REQUIRED DOCUMENT/S
referred to the Philippine Charity 5. Personal Letter
Sweepstakes Office (PCSO) 6. Medical Prescription (latest)
REQUIRED FEES None
103
ISSUANCE OF REFERRAL LETTER/ SOCIAL CASE STUDY REPORT -

FRONTLINE SERVICE
TRANSPORTATION ASSISTANCE
STEP 1 Receive required documents and register client in the caseload inventory
SERVICE PROVIDER Unit Office Staff
Prepare referral letter to transportation companies for possible fare
STEP 4
discounts
SERVICE PROVIDER Social Welfare Assistant
DURATION 10 minutes
Refer client to DSWD-CIU, Jose Fabella Center (for transient clients) or
STEP 6
other agencies for possible Balik-Probinsya
DURATION 10 minutes
Provision of transportation assistance/ counterpart fund, maximum of
STEP 7
P300 for client going to nearby provinces
DURATION 10 minutes
STEP 8 Purchase passenger’s ticket
DURATION 10 minutes
STEP 9 Escort client to bus terminal/ port for Balik-Probinsya
DURATION 10 minutes

FRONTLINE SERVICE BURIAL ASSISTANCE
Prepare referral letter to funeral service for possible discount or to other
STEP 5
agency for burial assistance
DURATION 10 minutes
Provision of burial/ financial assistance to indigent constituents of the
STEP 6
city
DURATION 1 minute
REQUIRED DOCUMENT/S 1. Death Certificate 3. Funeral Contract
104
2. Barangay Certificate of indigency

1. Endorsement from the Office of the City Mayor (for referral to Office of the
REQUIRED DOCUMENT/S
Vice President)
REQUIRED FEES None

FRONTLINE SERVICE
EDUCATIONAL ASSISTANCE
STEP 5 Prepare referral letter/ Social Case Study Report
DURATION 10 minutes
STEP 6 Release and record referral letter/ Social Case Study Report
DURATION 1 minute
1. Barangay Certificate of Indigency
REQUIRED DOCUMENT/S 2. Form 137 or Class Card/ Registration Form
3. Personal/ Request Letter
REQUIRED FEES None

FRONTLINE SERVICE
SOLO PARENT PROGRAM
STEP 1 Secure and accomplish Application Form and attach required documents
Receive and register client in the caseload inventory and refer client to
STEP 2
the unit concerned
SERVICE PROVIDER Focal Person
STEP 4 Process/ Assess applicant for qualification to avail the Solo Parent Card
STEP 5 Inform client about the date of release of Solo Parent ID (after 5 days)
DURATION 10 minutes
Provide brief orientation on the use/ privileges of being a solo parent ID
STEP 6 holder
Release and record referral letter/ Solo Parent ID
DURATION 10 minutes
1. Barangay Certificate
REQUIRED DOCUMENT/S
2. 2 pieces 1x1 picture
105
3. Income Tax Return (ITR) or Certificate of Employment, if employed

4. Proof of evidence of being a Solo Parent
- Widow – photocopy of Death Certificate
- Separated – Legal Separation paper, Affidavit of any agreement paper
- Annulled – Annulment Papers or Nullity of Marriage
- Legal Guardianship or Adoption Paper
- Medical Certificate of Total Disability of Spouse
- Sentence of Imprisonment, if spouse is in jail
- Birth Certificate of children of unwed mother
REQUIRED FEES None
ISSUANCE OF REFERRAL LETTER/ SOCIAL CASE STUDY REPORT/

FRONTLINE SERVICE
PWD ID (PERSON WITH DISABILITIES)
Receive required documents and register client in the case load
STEP 1
inventory
STEP 4 Process/ Assess applicant for qualification to avail the PWD Card
Prepare referral letter/ Social Case Study Report and
STEP 5
inform client about the date of release of the PWD ID (after 5 days)
DURATION 10 minutes
Provide brief orientation on the use/ privileges of being a PWD ID holder
STEP 6
Release and record referral letter/ PWD ID
DURATION 1 minute
2. 4 pieces 1x1 recent picture with thumb mark at the back of the pictures
3. One valid ID
- SSS or GSIS
- COMELEC or Voter’s ID
- License ID
REQUIRED DOCUMENT/S - Postal ID
- School ID
- Company ID
5. Medical Certificate – licensed private or government physician
6. School Assessment – licensed teacher signed by the school principal
7. Medical Certificate – licensed private and government physician or
psychologist assessment (for mentally disabled)
REQUIRED FEES None
106
FRONTLINE SERVICE RESCUE OPERATION SAGIP KALINGA

STEP 1 Set schedule of rescue operation in closed coordination with DSWD-NCR
STEP 2 Coordinate with LGUs and other agencies involved with the operation
STEP 3 Prepare letters for institutions where clientele will be possibly referred
STEP 4 Conduct Inter-Agency Meeting
STEP 5 Actual Rescue Operation
STEP 6 Interview and assess client
STEP 7 Refer and turn-over to respective agencies
STEP 8 Consolidate report
STEP 9 Evaluate group
SERVICE PROVIDER Sagip Kalinga Focal Person/ Street Facilitators
DURATION 2 Days (12:00 AM start of Rescue Operation, ends the following day)
1. Formal Letter 4. Social Case Study Report Forms
REQUIRED DOCUMENT/S 2. Master list of Clientele 5. Intake Sheets
3. Referral Forms 6. Kasunduan Forms
REQUIRED FEES None
CASE PLANNING AND MANAGEMENT OF REPORTED CHILD IN NEED

OF SPECIAL PROTECTION (CNSP), VIOLENCE AGAINST WOMEN AND
FRONTLINE SERVICE
CHILDREN (VAWC), PHYSICALLY, SEXUALLY AND EMOTIONALLY
ABUSED
STEP 1 Receive report of alleged abuse
STEP 2 Conduct initial ocular survey/ collateral interview
STEP 3 Coordinate with the police and barangay authorities
STEP 4 Conduct immediate rescue operation of the victim
STEP 5 Intake interview with client and family
STEP 6 Attend to immediate needs of victim (e.g. food, medical, etc.)
STEP 7 Conduct counseling
Assist victim in going to Camp Crame/ Government Hospitals for
STEP 8 medico-legal/ physiological evaluation, in filing legal action, and during
trial proceedings in the court
STEP 9 Prepare Case Summary Report and other requirements
Refer victim to institution for protective custody and temporary shelter,
STEP 10
and supervision with the family
STEP 11 Admit client to institution and other agencies
SERVICE PROVIDER Assigned Social Worker in the Unit Office
Report through telephone or referral letter from barangay or concerned citizen
REQUIRED DOCUMENT/S
or other agencies
REQUIRED FEES None
FRONTLINE SERVICE EMERGENCY/ DISASTER OPERATIONS

Report and submit list of affected areas and master list of families
STEP 1
affected
107
SERVICE PROVIDER Barangay officials/ non-government organizations concerned

DURATION Immediately after the occurrence of emergency/ disaster situations
REQUIRED DOCUMENT/S 1. Master list of affected families 2. Barangay Report/ Endorsement
Conduct ocular survey to validate report and recommend Disaster
STEP 2
Operation Plan
SERVICE PROVIDER Unit in-Charge
DURATION Immediately after submission of documents and reports
REQUIRED DOCUMENT/S Initial Report, Barangay Report
Facilitate conduct of disaster operation:
1. Assist in putting affected families to evacuation centers identified by
concerned barangays
STEP 3 2. Facilitate immediate needs of affected families (e.g. food, medical, etc.)
3. Intake interview and counseling assistance
4. Supplemental Feeding or dry rationing (food packs)
5. Resource mobilization/ DSWD augmentation
Unit Level Disaster Team/ Technical & Administrative Units/ Volunteers/ Focal
SERVICE PROVIDER
Persons
DURATION Immediate
REQUIRED DOCUMENT/S 1. Distribution Form 2. Disaster Report
STEP 4 Conduct Critical Incident Stress Debriefing/ Counseling when needed
SERVICE PROVIDER Unit In-Charge/ Disaster Team/ Volunteers/ Focal persons
DURATION 5-10 minutes per individual 10-30 minutes per group
1. Distribution Form 2. Disaster Report
STEP 5 Evaluate
SERVICE PROVIDER Unit In-Charge/ Disaster Team / Volunteers/ Focal persons
DURATION 1 Day
REQUIRED FEES None
INSTITUTIONAL CARE AND REHABILITATION PROGRAM

FRONTLINE SERVICE
ADMISSION TO YAKAP BATA HOLDING CENTER (YBHC)
STEP 1 Turn-over minor - Children in Conflict with the Law (CICL) to YBHC
SERVICE PROVIDER Center Staff
STEP 2 Receive complete documents for record purposes
SERVICE PROVIDER Center Staff
DURATION 5 minutes
STEP 3 Admit/ Orient minors on house rules and assignments
SERVICE PROVIDER Center Head/ Center Staff
DURATION 30 minutes – 1 hour
Refer minor to the Center Social Worker to:
1. Intake Interview
STEP 4 2. Facilitate discernment tool for determination of minor’s judgment to be
submitted at the Regional Trial Court (RTC) and Prosecutors Office
3. Facilitate Motion for Release on Recognizance (ROR)
108
4. Release of minor whether Returned To Family (RTF) or referral to other

proper agencies
5. Facilitate needs of minor when inside the center/ counseling assistance
6. Case management of minor by the respective Unit Offices
7. After care/ follow-up for minors with suspended sentences and minors with
behavioral problems – monthly monitoring of minor’s activities/ situations
SERVICE PROVIDER Center Head/ Center Staff
1. CICL/ minor with behavioral problems
2. Law Enforcement Officer (LEO) Report/ Endorsement
REQUIRED DOCUMENT/S
4. Birth Certificate
5. Law Enforcement Officer (LEO) referral with minor case information
6. Fiscal’s Notation
REQUIRED FEES None

FRONTLINE SERVICE ADMISSION TO TAHANANG MAPAGPALA CENTER/ SOCIAL
DEVELOMENT CENTER (TMC/ SDC)
STEP 1 Refer minor to TMC/ SDC with complete requirements
SERVICE PROVIDER Barangay or Unit Office staff
STEP 2 Admit/ Orient on house rules and assignments
SERVICE PROVIDER Center Head/ Center staff In-house parents
STEP 3 Intake Interview
STEP 4 Assess and evaluate client’s needs and problems
SERVICE PROVIDER Center Head/ Center staff
Conduct counseling and provide other in-house services to the client
STEP 5
while under care
SERVICE PROVIDER Center Head/ Center staff In-house parents
DURATION Depends upon client’s needs
STEP 6 Conduct home visit and collateral information
109
STEP 7 Refer client to other institutions to address identified needs/ problems

STEP 8 Public service through media (e.g. TV, radio)
PERSON/S AND SERVICE Center Head/ Center staff
PROVIDER Public Information Division , Office of the City Mayor
STEP 9 Release of clients to parent or relative/ institution
1. Child in Need of Special Protection (CNSP)/ minor with behavioral
problems
2. Law Enforcement Officer (LEO) Report/ Endorsement
REQUIRED DOCUMENT/S 3. Medical Certificate
5. Law Enforcement Officer (LEO) referral with minor case information
REQUIRED FEES None
FRONTLINE SERVICE DAY CARE SERVICE PROGRAM

STEP 1 Family survey/ intake interview to identify the beneficiaries
STEP 2 Assess/ consolidate survey
STEP 3 Prepare Master list of surveyed families
STEP 4 Conduct parents’ orientation on programs/ services
Conduct sessions from Monday to Friday that includes: storytelling, arts
STEP 5 and crafts, indoor and outdoor games, musical appreciation that
promotes child’s development
Asses/ Monitor development of children through Early Childhood Care
STEP 6
and Development Checklist including gross and fine motor development
STEP 7 Conduct related activities to promote child’s right/ love of country
STEP 8 Conduct monthly meeting with the parents
STEP 9 Recognize children’s intellectual growth for promotion to formal school
SERVICE PROVIDER Marilyn Colitoy Day Care Workers
1. 3 – 4.7 yrs. old children of economically disadvantaged families
QUALIFICATION
2. Children belonging to large families
REQUIREMENTS
3. Children whose parents are working
110
4. Children who are nutritionally at risk

1. Birth certificate (NSO)/ Baptismal Certificate
2. Immunization Record
REQUIRED DOCUMENTS
3. Barangay Indigency Certificate
4. Initial ECCD Assessment
REQUIRED FEES None
FRONTLINE SERVICE SUPPLEMENTAL FEEDING

STEP 1 Weighing of children
STEP 2 Referrals for medical check-up and deworming
STEP 3 Actual feeding of day care children
SERVICE PROVIDER Marilyn Colitoy
DURATION All year round
REQUIRED DOCUMENT/S Master list of children, 3-5 yrs. old, enrolled in the Day Care Center
REQUIRED FEES None

FRONTLINE SERVICE
MEDICAL ASSISTANCE
SERVICE PROVIDER Salve De Leon Roger Arendela Gerardo Ternate Jocelyn Avanjues
STEP 4 Advise client to get the Social Case Study Report the following day
STEP 5 Prepare referral letter and Social Case Study Report
DURATION 10 minutes
DURATION 1 minute
3. Hospital Bill
1. Barangay Indigency
REQUIRED DOCUMENT/S 4. Hospital Request Letter Form
Certificate
5. Personal Letter
111
2. Medical Abstract for cases to 6. Medical Prescription (latest)

be referred to the Philippine
Charity Sweepstakes Office
(PCSO)
REQUIRED FEES None
ISSUANCE OF REFERRAL LETTER/ SOCIAL CASE STUDY REPORT -

FRONTLINE SERVICE
TRANSPORTATION ASSISTANCE
Prepare referral letter to transportation companies for possible fare
STEP 5
discounts
DURATION 10 minutes
Refer client to DSWD-CIU, Jose Fabella Center or other agencies for
STEP 6
possible Balik-Probinsya
SERVICE PROVIDER Priscilla Valerio Soledad Mercado
DURATION 10 minutes
Provision of transportation assistance maximum of P300 for client going
STEP 7
to nearby provinces
DURATION 10 minutes
STEP 8 Purchase passenger’s ticket
DURATION 10 minutes
STEP 9 Escort client to bus terminal/ pier for Balik Probinsya
DURATION 10 minutes

FRONTLINE SERVICE
BURIAL ASSISTANCE
112
STEP 5 Prepare referral letter to funeral service for possible discount

DURATION 10 minutes
STEP 6 Provision of burial assistance maximum of P300
DURATION 1 minute
1. Death Certificate 3. Funeral Contract
REQUIRED DOCUMENT/S
2. Barangay Certificate 4. Endorsement from the Office of the City Mayor
REQUIRED FEES None

FRONTLINE SERVICE
EDUCATIONAL ASSISTANCE
STEP 5 Prepare referral letter
DURATION 10 minutes
DURATION 1 minute
REQUIRED DOCUMENT/S 1. Barangay Certificate 2. Personal Letter
REQUIRED FEES None
FRONTLINE SERVICE
SOLO PARENT PROGRAM
STEP 1 Secure and accomplish Application Form and attach required documents
Receive and register client in the caseload inventory and refer client to
STEP 2
the unit concerned
SERVICE PROVIDER Berna Geronimo Rosemarie Reyes
STEP 4 Inform client about the date of release of Solo Parent ID (after 5 days)
SERVICE PROVIDER Berna Geronimo Rosemarie Reyes
STEP 5 Process and prepare the Solo Parent Card
SERVICE PROVIDER Berna Geronimo
DURATION 10 minutes
SERVICE PROVIDER Berna Geronimo
DURATION 1 minute
113
5. Barangay Certificate
6. 2 pieces 1x1 picture
7. Income Tax Return (ITR) or Certificate of Employment, if employed
8. Proof of evidence of being a Solo Parent
- Widow – photocopy of Death Certificate
REQUIRED DOCUMENT/S - Separated – Legal Separation paper, Affidavit of any agreement paper
- Annulled – Annulment Papers or Nullity of Marriage
- Legal Guardianship or Adoption Paper
- Medical Certificate of Total Disability of Spouse
- Sentence of Imprisonment, if spouse is in jail
- Birth Certificate of children of unwed mother
REQUIRED FEES None

FRONTLINE SERVICE
PERSON WITH DISABILITIES
SERVICE PROVIDER Arthur Batac
STEP 5 Prepare referral letter
DURATION 10 minutes
DURATION 1 minute
4. 4 pieces 1x1 recent picture with thumb mark at the back of the pictures
5. One valid ID
- SSS or GSIS
- COMELEC or Voter’s ID
- License ID
REQUIRED DOCUMENT/S - Postal ID
- School ID
- Company ID
8. Medical Certificate – licensed private or government physician
9. School Assessment – licensed teacher signed by the school principal
10. Medical Certificate – licensed private and government physician or
psychologist assessment (for mentally disabled)
REQUIRED FEES None
FRONTLINE SERVICE RESCUE OPERATION SAGIP KALINGA
STEP 1 Set schedule of rescue operation in closed coordination with DSWD-NCR
STEP 2 Coordinate with LGUs and other agencies involved with the operation
114
STEP 3 Prepare letters for institutions where clientele will be possibly referred
STEP 4 Conduct Inter-Agency Meeting
STEP 5 Actual Rescue Operation
STEP 6 Interview and assess client
STEP 7 Refer and turn-over to respective agencies
STEP 8 Consolidate report
STEP 9 Evaluate group
SERVICE PROVIDER Sagip Kalinga Focal Person
DURATION 2 Days (12:00 AM start of Rescue Operation, ends the following day)
1. Formal Letter 4. Social Case Study Report Forms
REQUIRED DOCUMENT/S 2. Master list of Clientele 5. Intake Sheets
3. Referral Forms 6. Kasunduan Forms
REQUIRED FEES None
CASE PLANNING AND MANAGEMENT OF REPORTED CHILD IN NEED

OF SPECIAL PROTECTION (CNSP), VIOLENCE AGAINST WOMEN AND
FRONTLINE SERVICE
CHILDREN (VAWC), PHYSICALLY, SEXUALLY AND EMOTIONALLY
ABUSED
STEP 1 Receive report of alleged abuse
STEP 2 Conduct initial ocular survey/ collateral interview
STEP 3 Coordinate with the police and barangay authorities
STEP 4 Conduct immediate rescue operation of the victim
STEP 5 Intake interview with client and family
STEP 6 Attend to immediate needs of victim (e.g. food, medical, etc.)
STEP 7 Conduct counseling
Assist victim in going to Camp Crame for medico-legal/ physiological
STEP 8
evaluation, in filing legal action, and during trial proceedings in the court
STEP 9 Prepare Case Summary Report and other requirements
Refer victim to institution for protective custody and temporary shelter,
STEP 10
and supervision with the family
STEP 11 Admit client to institution and other agencies
SERVICE PROVIDER Assigned Social Worker in the Unit Office
Report through telephone or referral letter from barangay or concerned citizen
REQUIRED DOCUMENT/S
or other agencies
REQUIRED FEES None
FRONTLINE SERVICE EMERGENCY/ DISASTER OPERATIONS

Report and submit list of affected areas and Master list of families
STEP 1
affected
SERVICE PROVIDER Barangay officials/ non-government organizations concerned
DURATION Immediately after the occurrence of emergency/ disaster situations
REQUIRED DOCUMENT/S 1. Master list of affected families 2. Barangay Report/ Endorsement
Conduct ocular survey to validate report and prepare Disaster Operation
STEP 2
Plan
115
DURATION Immediately after submission of documents and reports

REQUIRED DOCUMENT/S Barangay Report
Facilitate conduct of disaster operation:
1. Assist in putting affected families to evacuation centers identified by
concerned barangays
STEP 3 2. Facilitate immediate needs of affected families (e.g. food, medical, etc.)
3. Intake interview and counseling assistance
4. Supplemental Feeding or dry rationing (food packs)
5. Resource mobilization/ DSWD augmentation
SERVICE PROVIDER Disaster Team/ Volunteers/ Focal Persons
DURATION 10 minutes
STEP 4 Conduct Critical Incident Stress Debriefing when needed
DURATION 5 minutes
STEP 5 Evaluate
DURATION 5 minutes
REQUIRED FEES None

FRONTLINE SERVICE
ADMISSION TO YAKAP BATA HOLDING CENTER (YBHC)
Turn-over minor - Children in Conflict with the Law (CICL) to YBHC with
STEP 1
complete documents
SERVICE PROVIDER Rowena Drilon Luz Saguid Sarah Patricia
STEP 2 Receive complete documents for record purposes
DURATION 5 minutes
STEP 3 Admit/ orient minors on house rules and assignments
Refer minor to the Center Social Worker to:
1. Intake Interview
2. Facilitate discernment tool for determination of minor’s judgment to be
submitted at the Regional Trial Court (RTC) and Prosecutors Office
3. Facilitate Motion for Release on Recognizance (ROR)
STEP 4 4. Release of minor whether Returned To Family (RTF) or referral to other
proper agencies
5. Facilitate needs of minor when inside the center/ counseling assistance
6. Case management of minor by the respective Unit Offices
7. After care/ follow-up for minors with suspended sentences and minors with
behavioral problems – monthly monitoring of minor’s activities/ situations
116

1. LEO Report/ Endorsement 4. LEO endorsement with minor
REQUIRED DOCUMENT/S 2. Medical Certificate case information
3. Birth Certificate 5. Fiscal’s Notation
REQUIRED FEES None

FRONTLINE SERVICE ADMISSION TO TAHANANG MAPAGPALA CENTER/ SOCIAL DEVELOMENT
CENTER (TMC/ SDC)
STEP 1 Refer minor to TMC/ SDC with complete requirements
SERVICE PROVIDER Barangay or Unit Office
STEP 2 Admit/ Orient on house rules and assignments
SERVICE PROVIDER Lolita Bautista In-house parents
STEP 3 Intake interview
STEP 4 Assess and evaluate client’s needs and problems
SERVICE PROVIDER Lolita Bautista
STEP 5 Conduct counseling and provide other in-house services to the client
SERVICE PROVIDER Lolita Bautista In-house parents
STEP 6 Conduct home visit and collateral information
STEP 7 Refer client to other institutions to address identified needs/ problems
STEP 8 Public service through media (e.g. TV, radio)
PERSON/S AND SERVICE
Lolita Bautista Public Information Division, Office of the City Mayor
PROVIDER
STEP 9 Release of clients to parent or relative/ institution
1. CICL/ minor with behavioral problems
2. LEO Report/ Endorsement
REQUIRED DOCUMENT/S
5. LEO endorsement with minor case information
REQUIRED FEES None
117
FRONTLINE SERVICE DAY CARE SERVICE PROGRAM

STEP 1 Family survey/ intake interview to identify the beneficiaries
STEP 2 Assess/ Consolidate survey
STEP 3 Prepare Master list of surveyed families
STEP 4 Conduct parents’ orientation on programs/ services
Conduct sessions from Monday to Friday that includes: storytelling, arts
STEP 5 and crafts, indoor and outdoor games, musical appreciation that
promotes child’s development
Asses/ Monitor development of children through Early Childhood Care
STEP 6
and Development Checklist including gross and fine motor development
STEP 7 Conduct related activities to promote child’s right/ love of country
STEP 8 Conduct monthly meeting with the parents
STEP 9 Recognize children’s intellectual growth for promotion to formal school
SERVICE PROVIDER Merrilyn Colitoy Day Care Workers
List of:
1. 3 – 5 yrs. old children of economically disadvantaged families
REQUIRED DOCUMENT/S 2. Children belonging to large families
3. Children whose parents are working
4. Children who are nutritionally at risk
REQUIRED FEES None
FRONTLINE SERVICE SUPPLEMENTAL FEEDING

STEP 1 Weigh of children
STEP 2 Referral for medical check-up and deworming
STEP 3 Actual feeding of day care children
SERVICE PROVIDER Merrilyn Colitoy
DURATION All year round
REQUIRED DOCUMENT/S Master list of children, 3-5 yrs. old, enrolled in the Day Care Center
REQUIRED FEES None
118
EXECUTIVE DIRECTION
COMMUNITY RELATIONS SERVICES
VISION
The Community Relations Office envisions itself to be a catalyst of community development in
partnership with various organizations and other development agencies in forming and
instituting empowered quality communities.
MISSION
It is our mission to establish a harmonious relationship between the city government and
constituents through dynamic and professionalized approach of providing prompt and effective
delivery of basic services geared towards a self-reliant community.
FRONTLINE SERVICE REFERRAL OF REQUESTS
Receive and record letter of request/s submitted by clients to the Office of
STEP 1
the Secretary to the Mayor
SERVICE PROVIDER Catherine Jane Alvarez
STEP 2 Check and review letter of request/s
SERVICE PROVIDER Annie Tiam
STEP 3 Verify and evaluate for approval
SERVICE PROVIDER Ms. Marita Relimbo (Counterpart CRO Head)
Upon approval, letter of request/s will be sorted out and classified
STEP 4
according to projects and services to be forwarded to the staff in charge.
SERVICE PROVIDER Annie Tiam
The staff in charge arranges the schedule for project implementation and
STEP 5 coordinates with the requesting party for clarification, if any. If none,
informs the requesting party of their schedule.
Annie Tiam Medical/ Dental Mission & Misting
Estrellita Pura Gandang Malapitan & Livelihood Demo
Jenifer Dela Cruz Anti-Rabies Vaccination & Pet Ownership Seminar
SERVICE PROVIDER
Beverly Ann Santos Logistics for South
Dennie Feliciano Logistics for South
Remedios Biag Misting Operation
Coordinate with the concerned office/ department of scheduled projects/
STEP 6
activities.
Annie Tiam Medical/ Dental Mission & Misting
Estrellita Pura Gandang Malapitan & Livelihood Demo
Jenifer Dela Cruz Anti-Rabies Vaccination & Pet Ownership Seminar
SERVICE PROVIDER
Beverly Ann Santos Logistics for South
Dennie Feliciano Logistics for South
Remedios Biag Misting Operation
STEP 7 Project implementation on the scheduled dates
SERVICE PROVIDER Office/ Department concerned CRO Personnel
DURATION 2 – 3 days for the scheduling
REQUIRED DOCUMENT/S Letter Of Request/s with client’s name and contact number
REQUIRED FEES None
119
FRONTLINE SERVICE PROVISION OF PRIORITY PHILHEALTH MEMBERSHIP

STEP 1 Receive and register client in the visitor’s logbook
South Veridico Baluyot
SERVICE PROVIDER
North Feliza Turgo/ Dennie Feliciano
STEP 2 Submit necessary documents for review and assessment
South Veridico Baluyot
SERVICE PROVIDER
North Feliza Turgo/ Dennie Feliciano/ Dennie Tuyo
STEP 3 Verify documents for approval and signing
South Jenifer Dela Cruz
SERVICE PROVIDER
North Michelle Camille Redoble
STEP 4 Sign and endorse application to Office of the Mayor
SERVICE PROVIDER Ms. Marita Relimbo (Counterpart CRO Head)
DURATION Varying
1. Clinical Abstract/Medical Certificate 3. Valid I.D.
REQUIRED DOCUMENT/S 2. Barangay Indigency 4. Birth Certificate
If married, attach marriage contract and if with children, attach birth certificate/s.
REQUIRED FEES None
FRONTLINE SERVICE PUBLIC ASSISTANCE AND COMPLAINT UNIT ( PACU )

Accommodate walk-in constituents at the PACU desk at the main entrance
STEP 1
of City Hall
STEP 2 Ask for the subject of inquiry and/ or the nature of complaint
SERVICE PROVIDER PACU Officer of the day Merlinda Masaoay
Assess and evaluate inquiry and/ or complaint. Refer complaint to
STEP 3
concerned offices/ department
SERVICE PROVIDER PACU Officer of the day
REQUIRED DOCUMENT/S Pertinent documents/ records for immediate action of concerned office/ dept.
DURATION Varying
REQUIRED FEES None
FOR COMPLAINTS/SUGGESTIONS/RECOMMENDATIONS:
Kindly contact the following CRO Personnel:
(South) MS. ANNIE TIAM – 288-8811 loc. 2254/ 0917-5411822
(North) MR. RAFFY TUYO – 0935-1876245
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CULTURAL AFFAIRS AND TOURISM OFFICE

Provide information and assistance concerning cultural activities and tourism-related
requirements such as certifications, references and other informative materials in support
to the plans and program of the city.
ISSUANCE OF CERTIFICATIONS TO TOURISM - RELATED

FRONTLINE SERVICE
ESTABLISHMENTS
R. Cariño V. Rances
SERVICE PROVIDER
R. Francisco E. Florencio
STEP 1 Present documents i.e. Mayor’s permit, license etc. from client
DURATION 1 minute
STEP 2 Print
DURATION 1 minute
STEP 3 Sign documents
SERVICE PROVIDER Maria Rowena S. Dimaano
DURATION 1 minute
REQUIRED FEES None
PROVIDE INFORMATIVE MATERIALS/ REFERENCES PERTAINING TO

FRONTLINE SERVICE
CULTURAL EVENTS/ TOURISM - RELATED ACTIVITIES
STEP 1 Present request letter, IDs and the like
Maria Rowena S. Dimaano R. Francisco E. Florencio
SERVICE PROVIDER
DURATION 1 minute
REQUIRED DOCUMENT/S Valid Identification Card (School ID, company or office ID, Voter’s ID, etc.)
STEP 2 Reproduction of materials: photocopying, printing or through interviewing
SERVICE PROVIDER CATO Staff
DURATION 2-3 HRS
DURATION 1 minute
REQUIRED FEES None
FRONTLINE SERVICE ATTEND TO THE REQUEST FOR THE CITY BAND SERVICES
Maria Rowena S. Dimaano R. Francisco E. Florencio
SERVICE PROVIDER
DURATION 1 minute
REQUIRED DOCUMENT/S Letter of request
REQUIRED FEES None
STEP 1 Verification of band engagement schedule
SERVICE PROVIDER CATO Staff/ City Band
DURATION 1 minute
STEP 3 For approval or disapproval
SERVICE PROVIDER Hon. Mayor Oscar G. Malapitan
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CITY ENVIRONMENTAL MANAGEMENT OFFICE
FUNCTIONAL STATEMENT: Responsible for sanitation and cleanliness of the city.
MATERIALS AND SUPPLIES DISTRIBUTION

FRONTLINE SERVICE Provision of cleaning materials such as trash bags, broom sticks etc. for every
barangays and schools
STEP 1 Receive letter of request from client
SERVICE PROVIDER Rodolfo B. Santos
DOCUMENT REQUIRED Letter of request
STEP 2 Evaluate for approval and refer to the Supply Officer
SERVICE PROVIDER Zenaida Baal
STEP 3 Issue gate pass for the release of requested materials/ supplies
SERVICE PROVIDER Arlene P. Nazar
REQUIRED FEES None
REQUEST FOR SERVICES

- DECLOGGING AND SANITATION
FRONTLINE SERVICE - GRASS CUTTING
- PAINTING OF CURBS, GUTTERS, SCHOOL/ BARANGAY PERIMETER
FENCES
SERVICE PROVIDER Alex De Guzman Estrella O. Pagsinuhin
STEP 2 Refer letter of request to the CEMO Head for approval
SERVICE PROVIDER Alex De Guzman Estrella O. Pagsinuhin
STEP 3 Approve/ Disapprove letter of request
SERVICE PROVIDER Engr. Gilberto D. Bernardo (Chief of Office)
STEP 4 Schedule and undertake requested services
SERVICE PROVIDER Jerry M. Melanio Special Operation Unit Team
DURATION Dependent on the service requested
REQUIRED FEES None
122
CONDUCT OF SOLID WASTE MANAGEMENT SEMINAR AND PROPER

FRONTLINE SERVICE WASTE SEGREGATION
Barangay officials/ Schools officials can facilitate the requisition for the seminar
SERVICE PROVIDER Marilou B. Lapitan
SERVICE PROVIDER Marilou B. Lapitan
SERVICE PROVIDER Engr. Gilberto Bernardo (Chief of Office)
STEP 4 Forward to the Solid Waste Management Unit for schedule and disposition
SERVICE PROVIDER Marilou B. Lapitan SWM Unit Team
REQUIRED FEES None
FRONTLINE SERVICE REPORT OF UNCOLLECTED GARBAGE

STEP 1 Obtain information (location) and record complaint in the logbook
SERVICE PROVIDER Helen I. De Jesus
STEP 2 Forward complaint to the monitoring foreman of the area concern
SERVICE PROVIDER Helen I. De Jesus
STEP 3 Forward complaint to the contractor
SERVICE PROVIDER Monitoring foreman assigned to the area of concern
STEP 4 Prepare report for service completion
DURATION Dependent on the schedule
REQUIRED FEES None
DOCUMENT REQUIRED Log of complaint Collection certification
CANAL DE-CLOGGING/ HAULING OF DEBRIS

FRONTLINE SERVICE
Barangay officials/ Schools officials can facilitate the requisition for the service
SERVICE PROVIDER Alex De Guzman
SERVICE PROVIDER Alex De Guzman
SERVICE PROVIDER Engr. Gilberto Bernardo (Chief of Office)
STEP 4 Forward to contractor for schedule of requested service
REQUIRED FEES None
Feedback and Redress Mechanism
Kindly accomplish our feedback form available at our office located at the front desk, or send
your inquiries/concerns at telephone no. 310 - 94 - 83
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EXECUTIVE DIRECTION
FUNCTIONAL STATEMENT: Promotes general welfare of the City and its constituents
through efficient, effective and economical governance; exercises the general
supervision and control over all programs, projects, services, and activities of the City
Government with the “TAO ANG UNA!” policy of governance; enforces all laws and
ordinances relative to the governance of the City; and, maximizes the generation of
resources and revenues and apply the same to the implementation of development
plans, programs, objectives and priorities to ensure the delivery of basic services and
adequate facilities.
INTERNAL SERVICES
FRONTLINE SERVICE LETTER OF REQUESTS APPROVAL

STEP 1 Submit letter of requests to Office of the Secretary to the Mayor
Receive of document
1. Affixing of received stamp on both original and receiving copy.
2. Digital scanning of received request.
STEP 2
3. Entry of documents in logbook of officially received documents.
4. Release of receiving copy duly stamped with date, time, receiver and control
number for follow-up of requests.
SERVICE PROVIDER Grace Mediana Zaldy Jake Lombendencio
DURATION 5 minutes
REQUIRED DOCUMENT Letter of requests
REQUIRED FEES: None
STEP 3 Review, evaluation and coordination of request (Approval or Notation)
SERVICE PROVIDER Rosemarie Angeles
STEP 4 Approval and Affixing of initials and authorized signature/s
SERVICE PROVIDER Lilibeth M. Luakian – Secretary to the Mayor
Release of letter of requests to appropriate office (G.S.O.)
1. Digital scanning of duly signed document.
STEP 5 2. Logging of document in outgoing documents in logbook of
officially transmitted/released documents.
3. Preparation and attachment of corresponding transmittal form
SERVICE PROVIDER Rubilyn M. Madera Ma. Theresa Palacio
DURATION: 10 minutes
FRONTLINE SERVICE PURCHASE-REQUESTS APPROVAL

STEP 1 Submit purchase-requests to Office of the Secretary to the Mayor
Receive document
STEP 2 1. Affixing of received stamp on both original and receiving copy.
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4. Release of receiving copy duly stamped with date, time, receiver and
control number for follow-up of requests.
DURATION 5 minutes
REQUIRED DOCUMENT Purchase requests
REQUIRED FEES None
STEP 3 Review and evaluation of request (Approval or Notation)
SERVICE PROVIDER Rosemarie Angeles
STEP 4 Approve and Affix initials and authorized signature/s
SERVICE PROVIDER Lilibeth M. Luakian - Secretary to the Mayor
Release of letter of requests to appropriate office (City Budget)
STEP 5 2. Logging of document in outgoing documents in logbook of officially
transmitted /released documents.
DURATION: 10 minutes.
FRONTLINE SERVICE PAYROLLS & VOUCHERS APPROVAL

STEP 1 Submit payrolls and/ or vouchers to Office of the Secretary to the Mayor
Receive of document
STEP 2
DURATION: 5 minutes
REQUIRED DOCUMENT: Payroll or Voucher
STEP 3 Preliminary Review and evaluation of request (Approval or Notation)
SERVICE PROVIDER Remielinda Nadurata Lhen Isla
STEP 4 Secondary Review and Affix initials and authorized signature/s
SERVICE PROVIDER Atty. Christian Diaz Lilibeth Luakian (Sec. to the Mayor)
STEP 5 Approval and affixing of authorized signature
SERVICE PROVIDER Hon. Oscar G. Malapitan, City Mayor
Release of payrolls/ vouchers to corresponding office/ department
transmitted/released documents.
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AUTHORITY TO TRAVEL FOR LOCAL GOVERNMENT EMPLOYEES AND

FRONTLINE SERVICE
OFFICIALS
STEP 1 Submit letter of request and other pertinent requirements for travel
Receive of document
STEP 2
DURATION: 3 - 5 minutes
 Request letter
 For Non-Official Travel Abroad:: xerox copy of the following (original to be
presented upon submission for verification and validation only)
 Filled-out Application for Leave
 Legal Clearance
of Absence (C.S.C. Form 6)
 CTO Clearance
 GSO Clearance
 MTC Clearance
 Accounting Clearance
REQUIRED DOCUMENT
 For Official Travel Abroad: xerox copy of the following (original to be
presented upon submission for verification and validation only)
 Filled-out Application for Leave  CTO Clearance
of Absence (C.S.C. Form 6)  MTC Clearance
 GSO Clearance  RTC Clearance
 Accounting Clearance  DILG Caloocan Authority to
 Legal Clearance Travel
STEP 3 Review, evaluation & preparation of document (Approval or Notation)
SERVICE PROVIDER Omar V. Mauricio
DURATION 1 day
STEP 4 Affix initials and secondary verification
SERVICE PROVIDER Atty. Christian Diaz Lilibeth Luakian (Sec. to the Mayor)
DURATION 1 day
STEP 5 Final approval and authorized signature
DURATION 1 day
Release of Authority to the HRMO
1. Digital scanning of duly signed and approved travel authority.
STEP 6 2. Logging of travel authority in outgoing documents in logbook of officially
DURATION 10 minutes
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FRONTLINE SERVICE EMPLOYMENT APPLICATION (WALK-IN)

Submit letter/correspondence/other pertinent personnel documents to the
STEP 1
Office of the Sec. to the Mayor
Receive of document
STEP 2
DURATION 5 minutes
1. Request-letter
2. Other Supporting Documents
 Duly filled-out Personal Data Sheet (PDS;) or
REQUIRED DOCUMENT:  Resume; or other documents showing credentials, work and educational
experience
 Endorsement letter from other officials or agencies (optional)
 Police or court clearance (optional)
REQUIRED FEES: None
STEP 3 Preliminary Review and evaluation
SERVICE PROVIDER Christine Santos Lilibeth M. Luakian (Secretary to the Mayor)
STEP 4 Pre-hiring and screening approval
DURATION 3 – 4 days
Forwarding of credentials and documents to HRMO
FRONTLINE SERVICE OTHER INTERNAL CORRESPONDENCES, REQUESTS & MEMOS

STEP 1 Submit letter/ correspondence to the Office of the Secretary to the Mayor
Receive of document
STEP 2
DURATION 5 minutes
REQUIRED DOCUMENT  Letter/ Correspondence
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 Duly filled-out and approved Application for Leave of Absence and its
corresponding attachments
REQUIRED FEES None
STEP 3 Review, evaluation & preparation of document (Approval or Notation)
SERVICE PROVIDER Christine C. Santos Omar V. Mauricio
STEP 4 Approve, Affix initials and authorized signature/s
SERVICE PROVIDER Lilibeth Luakian (Sec. to the Mayor) Hon. Oscar G. Malapitan (City Mayor)
Release of Documents
1. Digital scan of duly signed document.
STEP 5 2. Log of document in outgoing documents in logbook of officially
DURATION 10 minutes
FRONTLINE SERVICE 8888 CITIZEN’S HOTLINE ACTION AND CORRESPONDENCE

Receive of document
1. Print report from the Office’s official e-mail (for e-mail correspondence
only)
2. Affix of Received Stamp on both original and receiving copy of the 8888
Citizen’s Hotline Report
STEP 2
3. Digital scan of report
4. Log document in received documents in logbook of officially received
documents
control number for follow-up of requests (for physical copy of report)
SERVICE PROVIDER Grace Mediana Zaldy Jake Lombendencio Irene Gabona
DURATION 5 minutes
 Letter/ Correspondence
REQUIRED DOCUMENT  Duly filled-out and approved Application for Leave of Absence and its
corresponding attachments
Log report on the central monitoring sheet for 8888 Report and
STEP 3 Preparation of transmittal for action to corresponding department or
action office
DURATION 10 minutes
STEP 4 Review and approval of transmittal to departments and action agencies
SERVICE PROVIDER Lilibeth Luakian (Sec. to the Mayor)
DURATION 10 minutes
Release of transmittal
STEP 5
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2. Log of document in outgoing documents in logbook of officially

DURATION 10 minutes
Receive document or acknowledge action from corresponding
STEP 6
department or agency
DURATION 5 minutes
Prepare endorsement to client and to the Civil Service
STEP 7 Commission anent actions taken relative to the report and log
action taken on central monitoring sheet
DURATION 10 minutes
STEP 8
Review and approval of endorsement to client and to the Civil Service
Commission
DURATION 1 day
STEP 9 Release of endorsement to client
DURATION 10 minutes
STEP 10 Release of endorsement to the Civil Service Commission (by email)
DURATION 10 minutes
FRONTLINE SERVICE DENR BASURA PATROL PROGRAN ACTION AND CORRESPONDENCE

Receive of document
1. Print report from the Office’s official e-mail (for e-mail correspondence only)
2. Affix Received Stamp on both original and receiving copy of the DENR
Basura Patrol Report
STEP 2 3. Digital scan of report
4. Log document in received documents in logbook of officially received
documents
control number for follow-up of requests (for physical copy of report)
SERVICE PROVIDER Grace Mediana Zaldy Jake Lombendencio Irene Gabona
DURATION 5 minutes
Log report on the central monitoring sheet for 8888 Report and
STEP 3 Preparation of transmittal for action to corresponding department or
action office
DURATION 10 minutes
STEP 4 Review and approve transmittal to departments and barangay
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DURATION 10 minutes
Release of transmittal
DURATION 10 minutes
Receive document or acknowledge action from corresponding
STEP 6
department or barangay
DURATION 5 minutes
Prepare response to DENR Regional relative to the actions taken
STEP 7
on the report by the City and the concerned barangay
DURATION 10 minutes
STEP 8 Review and approval of endorsement to DENR
DURATION 1 day
STEP 9 Release of endorsement to DENR (if by physical transaction)
DURATION 10 minutes
STEP 10 Release of endorsement to the DENR (by email)
DURATION 10 minutes
EXTERNAL SERVICES
FRONTLINE SERVICE ANTI-RABIES VACCINATION & MEDICAL/ DENTAL MISSIONS

STEP 1 Submit letter of request to Office of the Secretary to the Mayor
Receive of document
1. Affix of received stamp on both original and receiving copy.
2. Digital scan of received request.
STEP 2
DURATION 5 minutes
1. Letter-request (preferably with a corresponding receiving copy)
REQUIRED DOCUMENT 2. Certificate of Indigency
3. Valid ID showing residence in Caloocan
REQUIRED FEES: None
130
Review and evaluate request and endorse to the City Administrator’s

STEP 3
Office
Grace Mediana Jake Lombendencio
SERVICE PROVIDER
Ruby Madera Teresa Palacio
FRONTLINE SERVICE SOLICITATION AND OTHER FINANCIAL ASSISTANCE

Receive document
STEP 2
SERVICE PROVIDER Grace Mediana Jake Lombendencio
REQUIRED DOCUMENTS Letter of request (preferably with a corresponding receiving copy)
REQUIRED FEES None
Review and evaluation of request for medical assistance (Approval or
STEP 3
Notation)
DURATION 2 – 3 days
STEP 4 Release of financial assistance
SERVICE PROVIDER Laura Vital Christine Santos
DURATION 15 minutes
ENDORSEMENT/ REFERRAL LETTER TO P.C.S.O. FOR MEDICAL/

FRONTLINE SERVICE
FINANCIAL ASSISTANCE
Receive document
STEP 2
3. Entry of document in the logbook of officially received documents.
SERVICE PROVIDER Danan Danuco Peter Tan
 Letter of request (preferably with a corresponding receiving copy)
 Medical Abstract or other documents to prove existing medical condition
REQUIRED DOCUMENTS:  Medicine Prescription/s (if any)
 Barangay Indigency
 At least one (1) valid I.D.
REQUIRED FEES: None
STEP 3 Review, evaluate and prepare the request (Approval or Notation)
SERVICE PROVIDER Peter Tan Omar V. Mauricio Jenna Lyn A. Aquino
131
STEP 4 Affix initials and authorized signature/s

SERVICE PROVIDER Peter Tan
STEP 5 Release of endorsement/ referral letter
SERVICE PROVIDER Peter Tan Grace M. Mediana
FRONTLINE SERVICE ENDORSEMENT LETTER TO PHILHEALTH

Receive document
STEP 2
SERVICE PROVIDER Lulu Cleofe Peter Tan
DURATION: 5 minutes
 Medical Abstract or other documents to prove existing medical condition
 Medicine Prescription/s (if any)
REQUIRED DOCUMENTS:
 Barangay Indigency or CSWD Case Study
 At least one (1) valid I.D.
 Previous PhilHealth Number (if applicable)
REQUIRED FEES: None
STEP 3 Review, evaluate and prepare the request
SERVICE PROVIDER Lulu Cleofe
SERVICE PROVIDER Lulu Cleofe
RECOMMENDATION LETTER FOR EMPLOYMENT TO SCHOOLS, CITY

FRONTLINE SERVICE
PUBLIC HOSPITALS AND OTHER PUBLIC/ PRIVATE ESTABLISHMENTS
Receive of document
STEP 2
SERVICE PROVIDER Dana Danuco Peter Tan
132

REQUIRED DOCUMENTS
 Optional: Resume/ Curriculum Vitae
REQUIRED FEES None
STEP 3 Review, evaluation and preparation of request (Approval or Notation)
FRONTLINE SERVICE CERTIFICATION OF BARANGAY LEAVE CREDITS

STEP 1 Submit procurement requests to Office of the Secretary to the Mayor
Receive of document
STEP 2
DURATION: 5 minutes
 Computation of Leave Benefits of Barangay Officials (Gen. Form No. 7(A))
 Duly filled-out and approved Request for Obligation Allotment
 Duly approved Disbursement Voucher
REQUIRED DOCUMENT:
 Official Receipt from Office of the City Treasurer as proof of payment for
certification request
 Certification of Leave Credits from DILG Caloocan City
REQUIRED FEES: None
Initial Review, evaluation and preparation of the request (Approval or
STEP 3
Notation)
STEP 4 Final review and affixing of authorized signature/s
Release of certification to requesting party
SERVICE PROVIDER Rubilyn M. Madera Grace M. Mediana
133
PRINTED MESSAGE AND/ OR SPEECH FROM HON. MAYOR OSCAR G.

FRONTLINE SERVICE
MALAPITAN
Receive of document
STEP 2
DURATION: 5 minutes
REQUIRED DOCUMENTS:  Letter of request (preferably with a corresponding receiving copy)
REQUIRED FEES: None
Initial review and evaluation of request, and preparation of message or
STEP 3
speech
STEP 4 Final review and approval of message /speech
Release of the City Mayor’s message
1. Digital scan of duly signed and approved endorsement letter.
STEP 5 2. Entry of document in the logbook of officially transmitted/ released
documents.
3. Release of message within the working week.
INVITATION FOR THE CITY TO SEND REPRESENTATIVES TO

FRONTLINE SERVICE
SEMINARS, SUMMITS, CONFERENCES, MEETINGS, ETC.
STEP 1 Submit letter of invitation to Office of the Secretary to the Mayor
Receive document
STEP 2
control number for follow-up of requests
DURATION: 5 minutes
REQUIRED DOCUMENTS: Letter of request (preferably with a corresponding receiving copy)
REQUIRED FEES: None
Initial Review and evaluation of request & preparation of endorsement
STEP 3
letter to corresponding departments or offices
SERVICE PROVIDER Christine C. Santos Omar V. Mauricio
STEP 4 Final approval and affixing of authorized signature
Endorsement to appropriate and corresponding office/ department
STEP 4
1. Digital scan of duly signed and approved endorsement letter.
134
2. Entry of document in the logbook of officially transmitted/ released

documents.
3. Preparation and attachment of corresponding transmittal form.
REQUEST FOR SCHEDULED MEETING OR ATTENDANCE OF THE CITY

FRONTLINE SERVICE
MAYOR
Receive of document
STEP 2
Christine Olga A. Delos Santos Ma. Theresa Palacio
SERVICE PROVIDER
Pearl M. Almoguera
REQUIRED DOCUMENT: Letter of request
REQUIRED FEES: None
STEP 3 Review, evaluation and coordination of request (Approval or Notation)
SERVICE PROVIDER Peter O. Tan Jeefrey Lombendencio Lilibeth Luakian (Sec. to the Mayor)
STEP 4 Inform client on availability of Mayor’s schedule
SERVICE PROVIDER Jeefrey Lombendencio
FRONTLINE SERVICE GRANTING OF AUDIENCE WITH THE CITY MAYOR

STEP 1 Log of name & reason for seeking of audience
STEP 2 Call the attention and usher to the Office of the City Mayor
SERVICE PROVIDER Laura Vital Sol Eluna Dana Danuco
REQUIRED DOCUMENT/S Depending on client’s requests
REQUIRED FEES None
STEP 2 Refer client to department concerned
STEP 3 Issuance of written referral to concerned office/ department
FRONTLINE SERVICE QUERIES FROM WALK-IN CLIENTS

STEP 1 Log of name & service needed
SERVICE PROVIDER Laura Vital Sol Eluna Dana Danuco
REQUIRED DOCUMENT/S Depend on client’s requests
REQUIRED FEES None
STEP 2 Refer client to department concerned
SERVICE PROVIDER Laura B. Vital
STEP 3 Issuance of written referral to concerned office/ department
135
FRONTLINE SERVICE PHONED-IN QUERIES

Identification of caller and provision of relevant caller information for
STEP 1
referral to proper office/ department.
SERVICE PROVIDER Cristel de Gana Jane Mirasol Eluna Laura B. Vital
REQUIRED FEES None
OTHER EXTERNAL AND LEGAL CORRESPONDENCES, INFORMATION,

FRONTLINE SERVICE
CONCERNS & GRIEVANCES
Submit correspondence/ information/ grievance to Office of the Secretary
STEP 1
to the Mayor
Receive of document
1. Affix of Received Stamp on both original and receiving copy.
STEP 2
DURATION 5 minutes
REQUIRED DOCUMENTS Letter of request (preferably with a corresponding receiving copy)
STEP 3 Initial review, evaluation and/or action
SERVICE PROVIDER Atty. Christian Diaz Christine C. Santos Omar Mauricio
STEP 4 Prepare endorsement to the Office of the City Legal Department
and/or other concerned offices (If further evaluation and action is
needed)
SERVICE PROVIDER Omar Mauricio Christine C. Santos
STEP 5 Approve action/ endorsement and affix authorized signature
SERVICE PROVIDER Grace Mediana Ruby M. Madera
Endorsement to appropriate and corresponding office/ department
1. Digital scanning of duly signed and approved endorsement letter.
STEP 5 2. Entry of document in the logbook of officially transmitted/ released
documents.
3. Preparation and attachment of corresponding transmittal form.
SERVICE PROVIDER Rubilyn M. Madera Grace M. Mediana
DURATION 5 - 10 minutes.
136
HUMAN RESOURCES MANAGEMENT SERVICES
FUNCTIONAL STATEMENT: Responsible for human resources and development of all

employees in accordance with the policies, guidelines and regulations that the city
administration and the Civil Service Commission (CSC) may establish.
FRONTILE SERVICE JOB APPLICATION FROM WALK-IN APPLICANTS

STEP 1 Submit resume at the receiving counter/ window
STEP 2 Log the application in the control book
STEP 3 Route the application to the assigned recruitment specialist
SERVICE PROVIDER Luzviminda S. Castillo Noel R. Sanchez Zaldy Tabaquero
Evaluate applicant’s qualifications with reference to the requirements of
STEP 4
the position applied for
SERVICE PROVIDER Lorilei J. Del Carmen
STEP 5 Inform applicant on the status of his/ her application
 Resume  Bio-Data with photograph
REQUIRED DOCUMENTS
 Personal Data Sheet (CS Form 212)
REQUIRED FEES None
FRONTLINE SERVICE CERTIFICATION OF EMPLOYMENT AND COMPENSATION

STEP 1 Submit request slip at the receiving counter/ window
STEP 2 Log request in the control book
Verify employee’s employment status and rate of compensation and
STEP 3
other monetary benefits
SERVICE PROVIDER Aurelia M. Lopez Emil G. Trinidad
STEP 4 Encode and print Certification of Employment and Compensation
SERVICE PROVIDER Joahana Marie Y. Nepomuceno
Affix initials of HRM officers on Certification and Employment and
STEP 5
Compensation
SERVICE PROVIDER Aurelia M. Lopez
STEP 6 Signature of the City Personnel Officer
PERSON/S RESPONSIBLE Atty. Sikini C. Labastilla
Release of Certification of Employment and Compensation to the
STEP 7
requesting party of his/ her authorized representative
DURATION 1 - 3 Days
REQUIRED DOCUMENTS None
REQUIRED FEES For Inactive employees: PhP 20.00
137
FRONTLINE SERVICE SERVICE RECORD

STEP 1 Submit request slip at the receiving counter/ window
STEP 2 Log request in the control book
STEP 3 Verify employee’s employment records
SERVICE PROVIDER Aurelia M. Lopez Emil G. Trinidad
STEP 4 Encode and print Service Road
STEP 5 Affix initials of HRM officers on Service Road
SERVICE PROVIDER Atty. Sikini C. Labastilla
Release of Service Record to the requesting party or his/ her authorized
STEP 7
representative
DURATION 1 - 3 Days
REQUIRED FEES For Inactive employees: PhP 20.00
CERTIFICATION OF LEAVE CREDIT/ CERTIFICATION OF LEAVE

FRONTLINE SERVICE
WITHOUT PAY
STEP 1 Submit request in the slip at the receiving counter/ window
Log request in the control book and route it to the assigned leave
STEP 2
specialist
STEP 3 Verify balance vis-à-vis leave records
STEP 4 Encode and print certification
Assigned Leave Specialists: Employees whose surnames begin with:
Maxilyn E. Morales Edgar Antonio A. Dangla, Amie P. Tubiera
SERVICE PROVIDER
Adam G. Santiago Virginia A. Sunga Marilyn C. Santella
Maria Cristina O. Pante
STEP 5 Affix initial of Chief Leave Specialist
SERVICE PROVIDER Araceli L. Carpio
STEP 6 Signature of City Personnel Officer
Release of signed certification to the requesting party or his/ her
STEP 7
authorized representative
DURATION 1 - 3 Days
REQUIRED FEES None
138
FRONTLINE SERVICE APPLICATION FOR RETIREMENT

Submit application form for retirement and all the required supporting
STEP 1
documents at the receiving counter/ window
SERVICE PROVIDER Luzviminda S. Castillo
Check and evaluate completeness of submitted documents and log in
STEP 2
the control book
STEP 3 Refer to Records Division for verification
STEP 4 Verify the retiree’s records vis-à-vis his/ her 201 file
STEP 5 Forward to Personnel Welfare Division
SERVICE PROVIDER Julius Albert S. Gonzales Ma. Cristina C. Simbul Mercedes G. Ocampo
Affix initials of assigned HRMO personnel on the application for
STEP 6
retirement
SERVICE PROVIDER Julius Albert S. Gonzales
STEP 8 Release signed retirement application
DURATION Ten (10) Days
1. General Service Office (GSO) 7. Veterans Bank Clearance
Clearance 8. Fiscal Clearance
2. Treasurer’s Clearance 9. Certification of No. Pending case
3. Accounting Clearance 10. Statement of Assets, Liabilities,
REQUIRED DOCUMENTS
4. Administrative Clearance Net Worth
5. Certification of Last Day of Actual 11. Ombudsman Clearance
Service
6. LWOP
REQUIRED FEES None
FRONTLINE SERVICE APPLICATION FOR TERMINAL LEAVE

Submit application of terminal leave and all the required supporting
STEP 1
documents at the receiving counter/ window
Evaluate leave application vis-à-vis correctness of entries and
STEP 2
completeness of supporting documents and log in the control book
STEP 3 Route the leave application to the assigned leave specialist
SERVICE PROVIDER Luzviminda S. Castillo Noel R. Sanchez
Compute leave balance to determine the total number of leave credits
STEP 4
earned
Process leave showing details of action on the application and log in the
STEP 5
control book
Assigned Leave Specialists:
Maxilyn E. Morales Edgar Antonio A. Dangla, Amie P. Tubiera
SERVICE PROVIDER
139
STEP 6 Affix initials of chief leave specialist on processed application for leave
STEP 7 Countersign the processed application for leave
STEP 8 Signature of the Administrator
SERVICE PROVIDER Engr. Oliver R. Hernandez
STEP 9 Release application for terminal leave to applicant
DURATION TEN (10) Days
1. General Service Office (GSO) 5. Ombudsman Clearance
Clearance 6. Court Clearance
REQUIRED DOCUMENTS 2. Treasurer’s Clearance 7. Veterans Bank Clearance
3. Accounting Clearance 8. Certification of Leave Credits
4. Certification of No. Pending Case
REQUIRED FEES None
FRONTLINE SERVICE APPLICATION FOR SICK LEAVE AND/ OR VACATION LEAVE

Submit properly accomplished leave form (CSC Form No. 6) duly
STEP 1 endorsed and signed by the recommending official or head of
department/ office
Evaluate leave application vis-à-vis correctness of entries and
STEP 2
completeness of supporting documents and log in the control book
STEP 3 Route the leave application to the leave specialist
Compute leave balance to determine if leave application is “with pay” or
STEP 4
“without pay”
Update available leave balance or leave without pay (LWOP) on
STEP 5
employee’s leave card as may be appropriate
Process leave showing details of action on the application and log in the
STEP 6
control book
Maxilyn E. Morales Edgar Antonio A. Dangla Amie P. Tubiera
SERVICE PROVIDER
STEP 7 Affix initials of chief leave specialist on processed application for leave
STEP 8 Sign the processed application for leave
Release signed application for leave to the employee or the designed
STEP 9
office liaison officer
SERVICE PROVIDER
DURATION 1 - 2 Days
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 Leave application
 Medical certification in case of sick leave for the more than five(5) days
REQUIRED DOCUMENTS
 Clearance for vacation leave in excess of thirty(30) calendar days; travel
authority in case vacation leave will be spent overseas
REQUIRED FEES None
FRONTLINE SERVICE APPLICATION FOR VETERANS BANK LOAN

Submit the following documents at the receiving counter/ window:
(a) Properly accomplished Application Form.
STEP 1 (b) Request for Certification of Employment and Compensation.
(c) Request for Certification of Leave Credits of Certification of Leave Without
Pay.
STEP 2 Log application and separate requests in the control book
STEP 3 Route requests to concerned HRMO personnel
SERVICE PROVIDER Delson M. delos Reyes
Verify employment status and rate of compensation and other monetary
STEP 4a
benefits
STEP 4b Verify leave credits balance
Assigned Leave Specialist
SERVICE PROVIDER
STEP 5a Encode Certification of Employment and Compensation
STEP 5b Encode Certification of Leave Credits
Assigned Leave Specialist
SERVICE PROVIDER
Affix initials of HRM officers on Certification of Employment and
STEP 6a
Compensation
Affix initials of HRM officers on Certification of Leave Credits or
STEP 6b
Certification of Leave Without Pay
STEP 7 Affix initial of HRM assigned on the loan application
Release of signed loan application with supporting certifications to the
STEP 9
applicant
DURATION 1 - 3 Days (all procedures)
REQUIRED DOCUMENTS  Application for Veterans Bank Loan
141
 Request for Certification of Employment and Compensation

 Request for Certification of Leave Credits of Certification of Leave Without
Pay
FRONTLINE SERVICE APPLICATION FOR HDMF (PAG-IBIG) LOAN

STEP 1 Submit properly accomplished application for at the receiving counter/
window
STEP 2 Log the application in the control book
STEP 3 Affix initials of assigned HRM officer
SERVICE PROVIDER Noel V. Deveraturda
DURATION 1 - 2 days
REQUIRED DOCUMENTS  Properly accomplished application form
 Copy of payroll of preceding month (to be secured from the Accounting
Department)
REQUIRED FEES None
FRONTLINE SERVICE QUERRIES ON OTHER PERSONNEL MATTERS

Approach the counter personnel to request a discussion/ consultation
STEP 1
with the concerned HRMO personnel
STEP 2 Proceed with the dialogue and/ or inquiry
HRMO Personnel Topic of Concern
Lorilei J. Del Carmen - Appointments
Aurelia M. Lopez - SR, COE, Payroll
Araceli L. Carpio - Leave Administration
SERVICE PROVIDER Ma Theresa A. Jacinto - Trainings
Julius Albert S. Gonzales - Records, Complaints
Lorna C. Peña - Payroll
Noel V. Deveraturda - PAG-Ibig/ PhilHealth/ Appointments
Luzviminda C. Castillo - GSIS, Ombudsman
DURATION 3 - 5 minutes (depending on the issues involved)
FEES None
142
INFORMATION TECHNOLOGY SERVICES
VISION
To develop, maintain and support all computerized system running in the City as well as
training of City employees and keeping them updated on information technology.
MISSION
Provide technical support to all offices to ensure the proper working conditions of
computers and other equipment. Support all revenue generating offices in the
computerized systems and assist in the preparation of revenue generating measures for
the City.
COMPUTATION AND ISSUANCE OF STATEMENT OF ACCOUNT OF

DELINQUENT REAL PROPERTY TAX (RPT) AND VERIFICATION OF NON-
FRONTLINE SERVICE
PROPERTY, TRANSFER TAX RECEIPT, PROPERTY TAX RECEIPT
RECEIVES RECORD FOR COMPUTATION AND/ OR VERIFICATION
Taxpayer presents old RPT receipt or tax declaration for real property tax
STEP 1 computation
Taxpayer presents transfer tax receipt or non-property form
SERVICE PROVIDER Maria Cecilia S. Ibañez
STEP 2 Verification Process of Transfer Tax Receipt
SERVICE PROVIDER James Daryl P. de Castro Dennis Nartates
Issuance of RPT Statement of Account
STEP 4
Release of verified receipts
SERVICE PROVIDER Melissa Rose I. Garcia Maria Cecilia S. Ibañez
DURATION 1 – 5 minutes
Tax Declaration
REQUIRED DOCUMENTS
Old Tax Receipts
REQUIRED FEES None
SYSTEM APPLICATION ASSISTANCE

RUN TIME ERRORS
SYSTEM LOG IN ISSUES
FRONTLINE SERVICE
SYSTEM CONNECTION PROBLEMS
SYSTEM REPORTS AND ENHANCEMENT REQUESTS
BIOMETRIC LOG IN ISSUES/ ENROLLMENT
STEP 1 Receive request for assistance
SERVICE PROVIDER Melissa Rose I. Garcia James Daryl P. de Castro
STEP 2 Check and resolve issues
REQUIRED FEES None
143
TECHNICAL ASSISTANCE
COMPUTER PROBLEMS
FRONTLINE SERVICE PRINTER ISSUES AND CONNECTIVITY
NETWORK ISSUES
OTHER IT RELATED ISSUES
Russell C. Dayrit Fermelito Garcia
SERVICE PROVIDER
Roy N. Manuel Joe-ann Bustamante
STEP 2 Check and resolve technical issues
DURATION 5 Minutes to 4 hours
Authorization letter from Chief Of Offices for internet connection and network
REQUIRED DOCUMENTS
cabling
REQUIRED FEES None
NORTH OFFICE
SYSTEM APPLICATION ASSISTANCE

RUN TIME ERRORS
SYSTEM LOG IN ISSUES
FRONTLINE SERVICE
SYSTEM CONNECTION PROBLEMS
SYSTEM REPORTS AND ENHANCEMENT REQUESTS
BIOMETRIC LOG IN ISSUES/ ENROLLMENT
PERSON/S RESPONSIBLE Archie O. Joson, Kimberlyn Baustista
STEP 2 Check and resolve issues
REQUIRED FEES None
TECHNICAL ASSISTANCE
COMPUTER PROBLEMS
FRONTLINE SERVICE
PRINTER ISSUES AND CONNECTIVITY
OTHER IT RELATED ISSUES
SERVICE PROVIDER Jan Jerick Rodriguez, Reymart Noble
STEP 2 Check and resolve technical issues
DURATION 5 Minutes to 4 hours
REQUIRED FEES None
144
INTERNAL AUDIT SERVICES OFFICE
Assist management in ensuring that City resources are used consistent with laws,
regulations and policies; that City properties are safeguarded against loss wastage and
misuse; that financial and non-financial information are reliable, accurate and timely and
its operations are economical, efficient and effective.
CONDUCT OF DETAILED VERIFICATION OF ALL CASH RECEIPTS/

FRONTLINE SERVICES
DEPOSITS (MONITORING ON MISCELLANEOUS COLLECTION)
PROCEDURE Verification of issued stub against the RCD of various tellers were made
Mr. Romeo M. Sarreal, Jr.
SERVICE PROVIDER Four (4) designated staff
Myra Francisco
AGENCY CONCERNED City Treasurer's Office
DURATION 1 hour daily
Accountable form # 51 & BIR Form 0016 (Cedula) and Report of Collection
REQUIRED DOCUMENTS
and deposit prepared by the accountable officers
REQUIRED FEES None
CONDUCT OF CASH COUNT

FRONTLINE SERVICES
(CITY TREASURER’S OFFICE AND CALOOCAN CITY MEDICAL CENTER)
Counting of cash and checks, verification and reconciliation with official
PROCEDURE
receipts and report of collections and deposits were made.
Felina M. Zatarain Six (6) designated Staff
SERVICE PROVIDER
Imelda C. Gonzales
AGENCY CONCERNED City Treasurer's Office Caloocan City Medical Center
DURATION 1 hour (once to twice a month)
REQUIRED DOCUMENTS Accountable form # 51 & BIR Form 0016 (Cedula) and Report of Collection
and deposit prepared by the accountable officers and cash/ checks collected
REQUIRED FEES None
PREPARATION OF INTERNAL AUDIT REPORT AND AUDIT

FRONTLINE SERVICES
OBSERVATION
Ma. Enriqueta G. dela Cruz (Officer-in-Charge)
SERVICE PROVIDER
Felina M. Zatarain
SERVICE PROVIDER LGU - Caloocan City Departments and Offices
DURATION 1 month
REQUIRED DOCUMENTS Depends on what type of audit will be done.
REQUIRED FEES None
FRONTLINE SERVICES CONSULTATION AND ADVISES

SERVICE PROVIDER Ma. Enriqueta G. dela Cruz (Officer-in-Charge)
145
Felina M. Zatarain
SERVICE PROVIDER Caloocan City Departments and Offices
DURATION Subject dependent
REQUIRED FEES None
OBSERVER DURING THE PROCEEDING OF PRE-BID AND AWARDING

OF BID FOR VARIOUS CITY GOVERNMENT’S PROJECTS
Ma. Enriqueta G. dela Cruz (Officer-in-Charge)
SERVICE PROVIDER Felina M. Zatarain
Imelda C. Gonzales
SERVICE PROVIDER Bids and Awards Committee Office
DURATION Project dependent (1 hour or more)
REQUIRED DOCUMENTS Bid documents
REQUIRED FEES None
FEEDBACK AND REDRESS MECHANISMS
Please let us know how we have served you by doing any of the following:
 Accomplish our Feedback Form available in our office and put it in our drop box
 Send your feedback through e-mail: ias.caloocan@yahoo.com
 Talk to our OFFICER OF THE DAY.
Written and verbal complaints shall immediately be attended to by our Officer of the Day.
146
LABOR AND INDUSTRIAL RELATIONS SERVICES

Implement training and related programs for out-of-school youths and unemployed adults by
working hand-in-hand with a network of skills developing and employment-providing institutions
specifically the Technical Education and Skills Development Authority (TESDA), Department of
Labor and Employment (DOLE), and other sectors geared towards the enlistment of blue-collared
occupation through skills and livelihood training; and further formulate mechanisms for labor and
industrial advancement.
PUBLIC EMPLOYMENT SERVICE OFFICE (PESO)

A non-free charging multi-employment service facility or entity established and accredited
pursuant to Republic Act No. 8759 - the Public Employment Service Act of 1999, allowing its local
partner to provide full and quality employment opportunities for all and for this purpose, to
strengthen and expand the existing employment facilitation service particularly at the local levels.
REGULAR EMPLOYMENT (LOCAL AND OVERSEAS EMPLOYMENT)

FRONTLINE SERVICE
APPLICATION FOR JOB SEEKERS
STEP 1 Accomplish Personal Data Sheet
SERVICE PROVIDER Sheila Lynn Magrata
DURATION 5 - 25 Minutes
STEP 2 Interview and briefing
SERVICE PROVIDER Eartho C. Batac
REQUIRED DOCUMENT/S 1. Bio-data/ Resume 2. 1 x 1 picture
STEP 3 Refer to company/ employer
SERVICE PROVIDER Elma G. Endaya Pia Natividad
REQUIRED FEES None
MEGA JOB FAIR (LOCAL AND OVERSEAS EMPLOYMENT)

FRONTLINE SERVICE
APPLICATION FOR JOB SEEKERS
Go to registration area and accomplish necessary information on the
STEP 1
CNMRS form
SERVICE PROVIDER Jocelyn R. Yupangco Ester D. Lara
STEP 2 Proceed directly to the employers on the Job Section Area
147
STEP 3 Choose position that best fits qualification

STEP 4 Advise status of application (those hired on the spot)
SERVICE PROVIDER Employer/ Company/ Agency
DURATION 30 minutes (All procedures)
1. Bio-data/ Resume 4. Diploma/ Transcript of Records (TOR)
REQUIRED DOCUMENT/S 2. Picture (2 x 2) 5. Authenticated birth certificate
3. Certificate of Employment
REQUIRED FEES None
FRONTLINE SERVICE SPECIAL PROGRAM FOR EMPLOYMENT OF STUDENTS (SPES)

STEP 1 Distribute Application Form and list of requirements
PESO Staff: Jocelyn R. Yupangco, Ester D. Lara
SERVICE PROVIDER
DOLE Coordinator: Jesusa R. Raymundo
STEP 2 Check validity of submitted requirements
SERVICE PROVIDER Sheila Magrata Elma G. Endaya
STEP 3 Interview SPES applicant
PESO Staff: Jocelyn R. Yupangco, Ester D. Lara
SERVICE PROVIDER
DOLE Coordinator: Jesusa R. Raymundo
STEP 4 Contract signing and issuance of identification card
SERVICE PROVIDER Erick C. Balane (OIC)
STEP 5 Employ and assign accepted applicants to departments/ offices
DURATION 20 days
1. Registration form 01 - three copies
2. Identification card (ID) Pictures
3. Birth/ Baptismal Certificate
REQUIRED DOCUMENTS 4. Form 138
5. Class card/ Certification by School Registrar
6. Income Tax Return (ITR)
*open to all qualified High School, College, Technical or Vocational students
REQUIRED FEES None
STEP 6 Payroll process/ LIRO Admin Division
Manny De Luna Mark Revo Rivera
SERVICE PROVIDER
Mary Ann Caparas Ruben Rebustes
STEP 7 Submission of documents to DOLE
REQUIRED FEES None
FRONTLINE SERVICE CAREER GUIDANCE ORIENTATION SEMINAR

Assist high school students intellectually and psychologically to make
STEP 1
decision in the realization of their career
PESO: Paz T. Gonzales DepEd: Superintendent
SERVICE PROVIDER Jocelyn R. Yupangco Division of City Schools
TESDA: Mariflor R. Liwanag DEPED: Rita E. Riddle
STEP 2 Provide career orientation
DURATION 2 – 3 hours
AGENCIES RESPONSIBLE DOLE, DEPED, TESDA, and PESO
148
REQUIRED FEES None

FRONTLINE SERVICE LABOR EDUCATION FOR GRADUATING STUDENTS (LEGS)
Provide graduating college students with the basic information on Labor
STEP 1
Market trends
PESO: Jocelyn R. Yupangco DepEd: Superintendent
SERVICE PROVIDER DOLE: Teddy Bayron Division of City Schools
DEPED: Rita E. Riddle
DURATION 2 – 3 hours
FRONTLINE SERVICE CHILD LABOR-FREE BARANGAY

STEP 1 Identify child laborers in the barangay
AGENCIES RESPONSIBLE PESO, DOLE and CCSWD
STEP 2 Data gathering on number of child laborers per barangay
SERVICE PROVIDER CCSWD
STEP 3 Master listing of child laborers for barangay
SERVICE PROVIDER CCSWD
STEP 4 Gathering of issuances of child labor
SERVICE PROVIDER PESO: Jocelyn R. Yupangco
STEP 5 Identification of partners from GO’s and NGO’s
AGENCIES RESPONSIBLE PESO and CCSWD
STEP 6 Initial meeting /orientation with different stakeholders, GO’s and NGO’s
SERVICE PROVIDER PESO: Jocelyn R. Yupangco DOLE: Maritess Bulisig
TULONG PANGKABUHAYAN PARA SA MGA DISADVANTAGED

FRONTLINE SERVICE
WORKERS (TUPAD)
STEP 1 Identification/ Profile of beneficiaries
SERVICE PROVIDER Jocelyn R. Yupangco and Paz T. Gonzales
STEP 2 Submit project proposal to DOLE
SERVICE PROVIDER Maritess Bulisig (Senior LEO)
STEP 3 Identify the target area
STEP 4 Implementation of the project
STEP 5 Monitor and evaluation
RESPONSIBLE AGENCIES Jocelyn R. Yupangco and Paz T. Gonzales
STEP 6 Payment of salary
SERVICE PROVIDER DOLE
STEP 7 Submission of report/ recommendation
SERVICE PROVIDER Jocelyn R. Yupangco
DURATION 30 Days
LIVELIHOOD PROGRAMS FOR PWD’S, INFORMAL SECTORS, CHILD

FRONTLINE SERVICE
LABORERS AND VOCTECH GRADUATES
STEP 1 Identification/ Profile of beneficiaries
SERVICE PROVIDER Jocelyn R. Yupangco
149
STEP 2 Submit project proposal to DOLE

SERVICE PROVIDER Paz T. Gonzales
STEP 3 Evaluation of beneficiaries profile
SERVICE PROVIDER DOLE: Maritess Bulisig
STEP 4 Awarding of livelihood grants
RESPONSIBLE AGENCIES PESO and DOLE
STEP 5 Monitor and evaluation
RESPONSIBLE AGENCIES PESO and DOLE
DURATION None
CALOOCAN CITY TRIPARTITE INDUSTRIAL PEACE COUNCIL (CCTIPC)
FRONTLINE SERVICE SINGLE ENTRY APPROACH (SENA)/ TIPC

Counseling Services - interview, assessment and evaluation of the
issues presented by the requesting party and schedule of conciliation-
STEP 1
mediation conference and refer the same to the appropriate agency for
action.
SERVICE PROVIDER Emilio S. Resuello II - TIPC Secretariat
MANPOWER TRAINING CENTER
Offer short courses/ training to equip eager learners with the necessary knowledge and
skills practically for obtaining a sense of achievement and for uplifting their self-esteem
and economic well-being as for their future endeavors.
SKILLS AND LIVELIHOOD TRAINING

Skilled Courses offered:
CCMTC (MAIN) - COURSE
 Cellular phone Repair Technician (leading to Consumer Electronics) – 3
FRONTLINE SERVICE months
 Basic Computer Operation - 3 months
 Refrigeration and Air-conditioning Servicing NC I - 3 months
 Dressmaking NC II - 3 months
150
 Fashion Apparel - 3 months

 Computer Hardware Servicing NC II – 4 months
 Shielded Metal Arc Welding NC II - 4 months
 Gas Metal Arc Welding - 4 months
 Automotive Servicing NC II - 4 months
 Consumer Electronics Servicing NC II - 4 months
 Advanced Computer Operation (Computer Programming) - 4 months
 Electrical Installation and Maintenance - - 4 months
 Hairdressing - 4 months
 Beauty Care - 4 months
 Food Processing NC II - 4 months
 Commercial Cooking - 4 months
 Massage Therapy NC II - 3 months
SATELLITE CCMTC (NORTH) - COURSE
 Cellular phone Repair Technician (leading to Consumer Electronics) - 3
months
 Basic Computer Operation - 3 months
 Refrigeration and Air-conditioning Servicing - 3 months
FRONTLINE SERVICE
 Dressmaking NC II - 3 months
 Fashion Apparel - 3 months
 Carpentry - 3 months
 Computer Hardware Servicing NC II - 4 months
 Shielded Metal Arc Welding - 4 months
 Gas Metal Arc Welding - 4 months
 Automotive Servicing - 4 months
 Consumer Electronics Servicing NC II - 4 months
 Electrical Installation and Maintenance - 4 months
 Hairdressing NC II - 4 months
 Beauty Care - 4 months
 Food Processing NC II - 4 months
 Commercial Cooking - 4 months
 Massage Therapy - 4 months
STEP 1 Inquire for courses offered
SERVICE PROVIDER Lenie Ann Balbin
STEP 2 Conduct interview
SERVICE PROVIDER J. Aguilar A. Adornado M. Mejares E. Noguera
STEP 3 Submit/ Check requirements
SERVICE PROVIDER Karen Perez Evelyn Miranda
STEP 4 Accomplish trainee’s profile
STEP 5 Issuance of admission slip
SERVICE PROVIDER Jocelyn Aguilar
STEP 6 Conduct final briefing of trainees
SERVICE PROVIDER Rey Lantajo Violeta Y. Gonzales (OIC)
DURATION 10 to 15 minutes - processing time of enrollees with complete requirements
151
1. HS Card/ Diploma (photocopy) (at

5. Any valid ID (Photocopy)
least HS graduates)
6. Birth Certificate (Photocopy)
2. Barangay Certificate (Original)
REQUIRED DOCUMENT/S 7. Marriage Certificate (Photocopy)
(Caloocan Residence)
(for married female)
3. Cedula (Photocopy)
8. Folder (long)
4. ID pictures (2 pcs.)
Miscellaneous fees:
Maintenance fee PhP 100.00
REQUIRED FEES Uniform 135.00
ID lamination 15.00
(*Note: Training expenses are not included) PhP 250.00
LIVELIHOOD OUTREACH TRAINING PROGRAM

I. FOOD TRADE
 Meat Processing  Candy/ Chocolate Making
 Fish Processing  Salted Eggs
 Fruits and Vegetables Preservation  Coffee/ Instant Salabat
 Dim sum/ Delicacies  Food Seasoning/ Condiments
II. HERBAL PRODUCTS
 Acapulco Ointment  Herbal Soap
FRONTLINE SERVICES III. SOAP MAKING/ HOME CARE PRODUCTS
 Powder Detergent  Fabric Conditioner
 Dishwashing Liquid  Perfume and Cologne Making
IV. CANDLE MAKING
V. NOVELTY ITEM – 60 Hours
 Christmas Décor  Christmas Décor
VI. PRACTICAL SKILLS – 30 Hours
 Smocking (Throw Pillow)  Smocking (Throw Pillow)
 Rugs Making  Rugs Making
STEP 1 Inquire for courses offered
SERVICE PROVIDER Lenie Ann Balbin
STEP 2 Conduct interview
SERVICE PROVIDER J. Aguilar A. Adornado J. Aguilar A. Adornado
STEP 3 Submit/ Check requirements
152

STEP 4 Accomplish trainee’s profile
STEP 5 Issuance of admission slip
SERVICE PROVIDER Jocelyn Aguilar
STEP 6 Final briefing of trainees
SERVICE PROVIDER Rey J. Lantajo Violeta Y. Gonzales (OIC)
DURATION Processing time of enrollees with complete requirements – 10 to 15 minutes only
1. HS Card/ Diploma (Photocopy) (at
5. Any valid ID (Photocopy)
least HS graduates)
6. Birth Certificate (Photocopy)
2. Barangay Certificate (Original)
REQUIRED DOCUMENT/S 7. Marriage Certificate (Photocopy)
(Caloocan Residence)
(for married female)
3. Cedula (Photocopy)
8. Folder (long)
4. ID pictures (2 pcs.)
Miscellaneous fees:
Maintenance fee PhP 100.00
Uniform 135.00
REQUIRED FEES
ID Lamination 15.00
(*Note: Training expenses are not included) PhP 250.00
153
LIGA NG MGA BARANGAY
Create an environment that will forge unity among barangays and enable them to become
empowering institutions promoting the welfare of their constituents through effective and morally
enlightened governance.
FRONTLINE SERVICE BARANGAY CONCERNS REFERRAL TO CITY DEPARTMENTS

STEP 1 Receive documents from barangays
SERVICE PROVIDER Catherine Francisco
DURATION 5 minutes
STEP 2 Evaluate concerns of the barangays
SERVICE PROVIDER Mark Anthony M. Dario – EA1
DURATION 2 minutes
STEP 3 Give advises, endorse the matter to concerned city departments
SERVICE PROVIDER Mark Anthony M. Dario
DURATION 1 hour
STEP 4 Make follow up to concerned city departments
SERVICE PROVIDER Dana Marie Danuco- PS
DURATION 7 working Days
STEP 5 Ensure that the concerns of the barangays had been addressed
SERVICE PROVIDER Dana Marie Danuco
DURATION 15 working days
AMICABLE SETTLEMENTS OF COMPLAINTS BETWEEN BARANGAY

FRONTLINE SERVICE
OFFICIALS
STEP 1 Receive written complaints
SERVICE PROVIDER Rizalina Gustilo
DURATION 5 minutes
STEP 2 Evaluation of the complaint and referral to Liga Directors
SERVICE PROVIDER Anne Moralina
DURATION 7 days
154
Issue summons to the complainant and respondent for the Justice

STEP 3
Committee schedule (after review and verification of the complaint)
SERVICE PROVIDER Rizalina Gustilo
DURATION 37 days
Verify affidavits with the Justice Committee composed of Liga ng mga
STEP 4 Barangay
Settle dispute amicably
SERVICE PROVIDER Directors, Liga ng mga Barangay
DURATION Maximum of 60 days
MOBILIZE BARANGAYS TO ATTEND MAJOR ACTIVITIES CALLED

FRONTLINE SERVICE
BY THE CITY MAYOR
STEP1 Issue memorandums to barangays
SERVICE PROVIDER Dale Gonzalo Malapitan – Liga President Councilor
DURATION 3 days before Activity
STEP 2 Distribute memorandums and inform barangays
SERVICE PROVIDER Dana Marie Danuco
DURATION 3 days before Activity
FRONTLINE SERVICE GENERAL ASSEMBLY OF PUNONG BARANGAYS

STEP/ PROCEDURE Conduct Quarterly General Assembly of Punong Barangays
SERVICE PROVIDER Dale Gonzalo Malapitan (LPC) and Liga Directors
DURATION At least once in 3 months
155
OFFICE FOR THE URBAN POOR
Implement the comprehensive and integrated urban poor development plan, programs and
strategies of the city designed to enhance the quality of life of city’s marginalized sector.
FRONTLINE SERVICE COMMUNITY MORTGAGE PROGRAM (CMP) - OFFSITE

STEP 1 Get application form and list of requirements from the office
STEP 2 Submit all the requirements
SERVICE PROVIDER Medina L. Galacio Feliza P. Lagunsad
DURATION Not applicable
STEP 3 Community organizing and project orientation
STEP 4 Housing and Land Use Regulatory Board (HLURB) registration
STEP 5 CMP Processing
Shirley Estrellon Feliza P. Lagunsad
Elmer delos Santos Madonna A. Vasayllaje
SERVICE PROVIDER
Alberto D. Ebit Evelyn G. Gallardo
Teodoro Alejandrino
DURATION 4 – 8 months
Compliance to Social Housing Finance Corporation (SHFC) requirements
STEP 6
and findings
Shirley Estrellon Feliza Lagunsad
SERVICE PROVIDER
Romy Sabiniano Ma. Dolores Alavarado
DURATION 4 months
STEP 7 Assistance to CA until take-out stage
Madonna Vasayllaje Elmer delos Santos
SERVICE PROVIDER
Alberto Ebit Evelyn G. Gallardo
DURATION 4 months
STEP 8 CMP take-out
SERVICE PROVIDER SHFC
 Application Form
REQUIRED DOCUMENT/S  Certificate of Employment and Compensation
 Income Tax Return or Affidavit of Income
156
 Marriage Certificate or Affidavit of Cohabitation

 Birth Certificate of children
 Certificate of Residency (Barangay Certificate)
 3 valid IDs
 Certificate of non-real property ownership
 Letter of Intent to Buy (from the CA)
 Letter of Intent to Sell (from the lot owner)
DURATION Upon evaluation of SHFC
REQUIRED FEES None
COMPAINTS/ REQUESTS REGARDING INFORMAL SETTLERS FOR

FRONTLINE SERVICE
TECHNICAL DIVISION
STEP 1 Received and record submitted complaint/ request
SERVICE PROVIDER Imelda S. Mendoza Evangeline Montero
DURATION 2 minutes
STEP 2 Interview and assist the complainant
STEP 3 Conduct ocular inspection, if necessary
STEP 4 Prepare and submit inspection report and recommendation
Shirley Estrellon Teodoro Alejandrino
SERVICE PROVIDER Dennis R. Azarcon Ma Cecilia F. Sarile
Madonna Vasayllaje Elmer delos Santos
DURATION 30 minutes or 1 day if ocular inspection was conducted
Schedule agenda for deliberation in the Local Inter Agency Committee
STEP 5
(LIAC) or Local Housing Board (LHB) regular meeting
STEP 6 Conduct deliberation
Engr. Ma. Numenia I. Obina (OIC) Sharon Rose I. Santos
SERVICE PROVIDER LIAC Cecilia J. Cruz
LHB Shirley Estrellon
1. Request/ Complaint letter
2. Tag Number (if censused)
REQUIRED DOCUMENT/S
3. Barangay Certificate or proof of residence
4. Evidences/ proof of complaints
157
ISSUANCE OF CERTIFICATES
FRONTLINE SERVICE  CENSUS CERTIFICATE
 MERALCO/ MAYNILAD CERTIFICATE
STEP 1 Receive request for the needed certification
STEP 2 Endorse to the Technical Division
STEP 3 Type/ Print certification
STEP 4 Type/ Print of certification
STEP 5 Approval and signature
Imelda S. Mendoza Ma. Imelda Samson
SERVICE PROVIDER
Anderwin Villarosa Ronita Magtahas
DURATION 5 minutes
1. Request letter
REQUIRED DOCUMENT/S 2. Tag Number (if censused)
3. Barangay Certificate or proof of residence
4. Meralco/ Maynilad Application (for Meralco/ Maynilad cert.)
REQUIRED FEES 1. Census Certificate none
2. Meralco/ Maynilad Certification P 30.00
158
OFFICE OF THE CITY ADMINISTRATOR
Effectively implement all approved City Plans and Strategies, with the primary aim of
service to the people of Caloocan City with the highest standards.
ADMINISTRATIVE AND MANAGEMENT DIVISION
FRONTLINE SERVICE QUALITY SERVICE LANE

Receive various Mayor’s issuances, Sanggunian resolutions, BAC
STEP 1
resolutions, checks and purchase requests
STEP 2 Review, sort, analyze
PERSON/SRESPONSIBLE Jocelyn G. Bautista
FRONTLINE SERVICE Receive community complaints/ requests and other pertinent

communications, City Personnel requests/ suggestions, various
STEP 1
clearances (zoning, travel authority, barangay, etc.)
STEP 2 Review, sort, encode, record, endorse
South: North:
Edwin R. Rubio Angie P. Basconcillo
SERVICE PROVIDER
Charlene Y. Rodrigo Sienna B. Sunio
Editha SM. Mojica Mary Ann Dela Cruz
FRONTLINE SERVICE Links of City Administrator’s Office North and South activities such as
special projects, instructions, community concerns and other related
STEP 1
activities.
South: North:
SERVICE PROVIDER Allan Lambojo Angie P. Basconcillo
Al C. Fajardo Jorge A. Ramos
DURATION As the need arises
FRONTLINE SERVICE Receive application for terminal and regular leave of personnel, other
related personnel correspondences; requests for the use of Gazebo,
STEP 1 Bulwagang Katipunan and Function Room; DTR of heads of offices and
City Administrator’s office personnel
STEP 2 Review, sort, record, endorse
South: North:
Dr. Erlinda M. Fiesta Angie P. Basconcillo
SERVICE PROVIDER
Rochelle O. Bautista Sienna B. Sunio
Theresa Sese
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FRONTLINE SERVICE
Receive gasoline consumption and reimbursement
STEP 1
STEP 2 Review, compute, record, endorse
Amelita M. Castillo Emmanuel V. Ortiz
SERVICE PROVIDER
Maribeth M. Aquino
FRONTLINE SERVICE
Receive various disbursement vouchers for funding approval
STEP 1
Review, sort, verify to the correctness and authenticity of documents
STEP 2
received
STEP 3 Record, assign controlled routing slip
STEP 4 Indorse
SERVICE PROVIDER Amelita M. Castillo Maribeth M. Aquino
FRONTLINE SERVICE
Review, analyze and draft correspondences
STEP 1
Atty. Jem Guinto Angie Basconcillo
SERVICE PROVIDER
Dr. Erlinda Fiesta
FRONTLINE SERVICE Review, approve/ disapprove and sign all processed documents and
STEP 1 correspondences
SERVICE PROVIDER Engr. Oliver R. Hernandez – City Administrator
FRONTLINE SERVICE Deliver and endorse all approved, reviewed, verified, sorted-out and
STEP 1 controlled various documents and correspondences
South: North:
Noel Mabalay Sonny A. Casipil
SERVICE PROVIDER
Enrico Concepcion Matan F. Gardon
Nancy Dimacali
MARKET DIVISION
FRONTLINE SERVICE MONITORING AND EVALUATION
Monitoring
- Over pricing, hoarding
STEP 1 - Prices
- Cleanliness, garbage collection
- Peace and order
160
- Sidewalk vendors
- Market collections
Apprehension and confiscation
- Defective weighing scales
- Implementation price tag law
Dissemination
- New rules and regulations
- Taxes
Market Inspectors South: Market Inspectors North:
Alfredo Galauran Maj. Arsenio Suma-oy
Juanito Mendador Quirino Matias
SERVICE PROVIDER
Miguel Ramos Sheila Henson
Cesar Del Rosario Jr. Edgar Oracoy
Edwin Macabenta Arnold Isuela
- Daily
DURATION - Semi-Annually/ Daily
- As the need arises
STEP 2 Receive, compilation and summary preparation of reports
South: North:
SERVICE PROVIDER Virginia B. De Jesus Maj. Arsenio Suma-oy
Ma. Gracia Victoria Ong Sheila Henson
DURATION Daily
STEP 3 Prepare Payroll and Remittances
SERVICE PROVIDER Noil Tan Ernesto Gallardo
DURATION Daily
1. Review, disposition, complaints, suggestion, seminars
 Direct from vendors
STEP 4
 Direct from consumer
2. Request from other government sectors and NGO’s
SERVICE PROVIDER South: Francisco V. Zatarain North: Maj. Arsenio Suma-oy
DURATION Daily
STEP 5 Brainstorming, results and outputs
SERVICE PROVIDER All Market Personnel
DURATION Monthly, Bi-Monthly
Represent City Administrator in meeting or seminar if not available.
STEP 6
Act as Focal Person of the Office
South:
North:
SERVICE PROVIDER Francisco V. Zatarain
Maj. Arsenio Suma-oy
Al C. Fajardo
DURATION As need arises
STEP 7 Final action and advice
SERVICE PROVIDER Engr. Oliver R. Hernandez - City Administrator
161
OFFICE OF THE CITY VETERINARIAN

MISSION: To carry out all the veterinary measures in keeping healthy domestic animals through
responsible pet ownership and prevention of cruelty to animals and regulate meat, poultry, milk
and dairy products for public consumption and be in the frontline of veterinary related activities
in the prevention and control of disease outbreaks in animals.
VISION: Take charge of the veterinary services of Caloocan City to ensure the health of the
public through food and meat safety and healthy animals free from veterinary-related diseases.
FRONTLINE SERVICE REDEMPTION OF IMPOUNDED ANIMALS

STEP 1 Verify if animal is impounded (check the City Pound in Camarin)
SERVICE PROVIDER Cathy Lapuz Arnel Arcilla
STEP 2 If impounded, issue Order of Payment
STEP 3 Pay impounding fee (Treasurer’s Office)
STEP 4 Present Official Receipts to Pound Office
SERVICE PROVIDER Owner or Representative (recognized by the animal)
STEP 5 Prepare Release Order & Gate Pass
STEP 6 Release of the animal/s
Ten (10) minutes (issuance of Order of Payment and release of dog)
DURATION Note: The payment in the City Treasurer’s Office is not included in the
DURATION.
P150.00 – Impounding fee
REQUIRED FEE/S
Additional P50.00/ day for a maximum of five (5) days
FRONTLINE SERVICE WALK-IN FOR ANTI-RABIES VACCINATION & CONSULTATION

STEP 1 Interview the owner and check animal and document (if any)
SERVICE PROVIDER Mary Joy Bucao Joseph Daniel Cabaies
For Consultation - recommend procedure and refer to clinic if necessary
STEP 2
For Vaccination - administer the needed vaccine
SERVICE PROVIDER Joseph Daniel Cabaies Orlando Dizon Trained Vaccinator
STEP 3 Prepare Vaccination Certificate
PERSON/S RESPONSIBLE Mary Joy Bucao Joseph Daniel Cabaies Trained Vaccinator
STEP 4 Sign Vaccination Certificate
SERVICE PROVIDER Teodoro M. Rosales, DVM – City Veterinarian
STEP 5 Release Vaccination Certificate
SERVICE PROVIDER Mary Joy Bucao Joseph Daniel Cabaies Trained Vaccinator
Ten (10) minutes (recording and vaccination and release of vaccination
certificate)
DURATION
Note: If the signatory is not available, the vaccination certificate will be released
within three (3) days.
REQUIRED FEE/S None
162
FRONTLINE SERVICE REQUEST FOR TURN OVER AND/ OR DISPOSAL OF ANIMALS

Inform the office (either by phone-call at 288-88-11 loc. 2234
STEP 1
or visit the office personally)
SERVICE PROVIDER Concern citizen/ person
Interview the owner and get the details for the requested action and the
STEP 2
contact number
STEP 3 Pick-up animal
SERVICE PROVIDER Leonel Fuentes
STEP 4 Inform the concerned party
DURATION Scheduled within 3 to 5 days depending on the availability of the pound vehicle
REQUIRED FEE/S None
FRONTLINE SERVICE REPORT ON HOT MEAT AND OTHER VETERINARY CONCERNS

Inform the office (either by phone-call at 288-88-11 loc. 2234
STEP 1
or visit the office personally)
SERVICE PROVIDER Concern citizen/ informant
STEP 2 Receive and record the report and inform the Head of office
SERVICE PROVIDER Mary Joy Bucao Joseph Cabaies
Verify and/ or conduct surveillance on hot meat operation and other
STEP 3
concerns
SERVICE PROVIDER Raul Galit Alex Espiritu John Timbol
STEP 4 Conduct operation within one (1) week after verification
SERVICE PROVIDER Raul Galit Alex Espiritu John Timbol
STEP 5 Inform the concerned party
SERVICE PROVIDER Raul Galit
DURATION Within 1 week after verification
REQUIRED FEE/S None
163
FRONTLINE SERVICE MASS ANTI-RABIES VACCINATION PER BARANGAY

Receive call on request for mass vaccination and inform the caller to prepare
STEP 1 a letter of request addressed to the Honorable Mayor and wait for the
confirmation/ schedule from the CRO Office.
SERVICE PROVIDER Mary Joy Bucao
Receive letter of request from CRO Office and advise the same on the
STEP 2
availability of anti-rabies vaccine
STEP 3 Conduct vaccination as per schedule
SERVICE PROVIDER Orlando Dizon Joseph Cabaies
DURATION Vaccination is from 9:00 AM to 12:00 NN but will be extended in the afternoon
depending on the number of dogs
REQUIRED FEE/S None
APPLICATION FOR VETERINARY CLEARANCE FOR MEAT

FRONTLINE SERVICE
ESTABLISHMENT
STEP 1 Secure Application Form
SERVICE PROVIDER Mary Joy Bucao Romeo Flores Honesto Gutierrez, Jr.
Submit accomplished Application Form including supporting documents:
STEP 2 copy of BPLO Application Form, copy of Temporary Sanitary Permit, and
picture of establishment
SERVICE PROVIDER Applicant
Prepare and issue Provisional Veterinary Clearance (signed by the City
STEP 3 Veterinarian and valid for 30 days) including list of requirements for the
Veterinary Clearance
Dr. Teodoro M. Rosales Romeo Flores
SERVICE PROVIDER
Mary Joy Bucao Honesto Gutierrez, Jr.
DURATION Transaction is 10-15 minutes
REQUIRED FEE/S None
To obtain Veterinary Clearance: on or before the expiration date of the
STEP 4 Provisional Clearance, submit copy of Sanitary Permit, Health Certificate of
meat handlers/ butchers
SERVICE PROVIDER Dr. Teodoro M. Rosales Romeo Flores
Note: Issuance of Veterinary Clearance (signed by the City Veterinarian) depends
DURATION on the result of the actual inspection of the establishment made by the office
which will be conducted within the provisional period.
REQUIRED FEE/S None
FRONTLINE SERVICE APPLICATION FOR BUTCHER AND MEAT HANDLER’S LICENSE

SERVICE PROVIDER Mary Joy Bucao Romeo Flores Honesto Gutierrez, Jr.
Submit accomplished Application Form including supporting documents:
STEP 2 Health Certificate issued by the LGU Physician renewed annually, Drug-
Free Certificate, Police Clearance, Barangay Clearance, Certification on
164
Butchers/ Meat Handlers Orientation conducted by NMIS, CVO and other

related Agencies.
Prepare and issue Butcher and/ or Meat Handler’s License in ID Form
STEP 3
(signed by the City Veterinarian and valid for 1 year).
Dr. Teodoro M. Rosales Romeo Flores
SERVICE PROVIDER
DURATION Transaction is 10-15 minutes
REQUIRED FEE/S None
165
OFFICE OF THE SENIOR CITIZENS AFFAIRS

VISION: “An intergenerational city where the senior citizens are prioritized and empowered to
attain functional and graceful aging”.
MISSION: Promotion of functional and graceful aging, envisioning the Administration’s

aspiration to prioritize the dignity of man through social support and security for the rights and
welfare of senior citizens and their empowerment by developing policies, programs, projects and
services ensuring actual fulfillment with or through Local Government Units, Non-Government
Organizations, Peoples Organizations, National Government Agencies and other entities of civil
society.
FRONTLINE SERVICE APPLICATION FOR NEW OSCA IDENTIFICATION CARD (SOUTH)

SERVICE PROVIDER Estrella Jomaquio Erlinda Salazar Susana Minay
STEP 2 Accomplish and sign Application Form
STEP 3 Present Application Form to respective Barangay Captain
STEP 4 Receive signed Application Form
STEP 5 Issue claim stub for the release of the Senior Citizen’s ID
STEP 6 Schedule Orientation RA 9994
SERVICE PROVIDER Marilyn De Jesus (OIC) Estrella Jomaquio
STEP 7 Process Senior Citizen’s ID Cards
Marilyn De Jesus (OIC) Filipinas Del Carmen Erlinda Salazar
SERVICE PROVIDER
Myra B. Reyes Estrella Jomaquio Susana Minay
STEP 8 Orientation on RA 9994 for Senior Citizens
SERVICE PROVIDER Marilyn De Jesus (OIC)) Domingo C. Bombase, Jr. Filipinas Del Carmen
DURATION 3 Working Days – Emergency Cases (Medical) 1 Day only
1) 2 pcs. 1x1 Pictures (white background)
2) Photocopy of one of the following documents:
 Birth Certificate & Marriage Certificate (for female only)
 Baptismal Certificate
 Marriage Contract
 Postal ID
REQUIRED DOCUMENTS
 Passport
 SSS or GSIS ID
 Voter’s ID/ Affidavit
 Driver’s License
 Police Clearance
 Birth Certificate of any 1 of the children
166
FRONTLINE SERVICE APPLICATION FOR NEW OSCA IDENTIFICATION CARD (NORTH)

SERVICE PROVIDER Edna Petallo Erlinda Quinto Elsie Escultura
STEP 2 Accomplish and sign Application Form
STEP 3 Present Application Form to respective Barangay Captain
STEP 4 Receive signed Application Form
STEP 5 Issue claim stub for the release of the Senior Citizen’s ID
STEP 6 Schedule Orientation RA 9994
SERVICE PROVIDER Marilyn De Jesus (OIC), Jr. Gilda L. Agpasa Jane S. Bello Melecia T. Aguinaldo
STEP 7 Process Senior Citizen’s ID Cards
Marilyn De Jesus (OIC), Jr. Gilda, Jane, Mel, Jhong, Laura, Cherie, Lino, Edna,
SERVICE PROVIDER
Jimmy, Digna, Elsie, Marife, Jean
STEP 8 Orientation on RA 9994 for senior citizens
SERVICE PROVIDER All social workers and Eugenio H. Notario, Jr. (OIC)
DURATION 3 Working Days – Emergency Cases (Medical) 1 Day Only
1) 2 pcs. 1x1 Pictures (white background)
2) Photo copy of one of the following documents:
 Birth Certificate & Marriage Certificate (For female only)
 Baptismal Certificate
 Marriage Contract
 Postal ID
REQUIRED DOCUMENTS
 Passport
 SSS or GSIS ID
 Voter’s ID/ Affidavit
 Driver’s License
 Police Clearance
 Birth Certificate of any 1 of the children
167
OFFICE OF THE VICE MAYOR

MISSION: To formulate an impartial and effective laws towards uplifting the lives of its citizenry.
VISION: Foreseeing the people of Caloocan as distinctly all GOD fearing, disciplined, with
strong desire to help one another.
FRONTLINE SERVICE COMPLAINTS FOR AGENDA UNDER “OTHER MATTERS”

STEP 1 Receive complaints/ grievances from barangays, individuals, etc.
SERVICE PROVIDER Vice Mayor Macario E. Asistio III - Presiding Officer
 Endorsement of said complaint/s to Sangguniang Panlungsod/ Maj.
Floor Leader for consideration/ enrollment to Session Agenda.
STEP 2
 Submission of 18 copies of the said complaint for attachment to the
Agenda.
STEP 3 1 Reading/ Referral to committee for further investigation (hearing)
st
SERVICE PROVIDER Sangguniang Panlungsod Secretariat to committee concerned

DURATION 1 week
Submit the outcome of the investigation thru a Committee Report to the
STEP 4
Sangguniang Panlungsod Secretariat
Inclusion of said Committee Report for agenda to the next regular
STEP 5
session
STEP 6 Resolution of the City Council
FRONTLINE SERVICE ANTI-DRUG CAMPAIGN
SERVICE PROVIDER Virginia Alegado Rhodora Columbano Elizabeth Bade
Interview the Parents of the Drug Dependent as to their willingness to
STEP 1 commit the patient to a rehabilitation center upon identification of the
latter’s extent of addiction
DURATION 1 day
 Certificate of Drug Dependency issued by the Department of Health or
Dangerous Drugs Board accredited Physician.
 A petition for voluntary submission filed at the Regional Trial Court in the
area where the individual is residing.
 Court order or Voluntary Submission for treatment and rehabilitation for a
REQUIRED DOCUMENTS
drug dependent.
 Chest X-ray result showing no findings of any contagious disease.
 For residents under 35 years old and up, an ECG result showing that the
subject dependent is able to withstand treatment.
 For women, pregnancy test with a negative result.
Secure the documents required to commit the drug dependent to the
STEP 2
rehabilitation center
AGENCIES RESPONSIBLE Department Of Health; Regional Trial Court of residence’s jurisdiction
DURATION Varies on the completion time of the documents required
Secure the assistance of the police (to escort the drug dependent to the
STEP 3
rehabilitation)
SERVICE PROVIDER Caloocan City Police Department
STEP 4 Commit the drug dependent to the rehabilitation center
168
PARKS AND RECREATION SERVICES
VISION: The City Government of Caloocan is committed to preserve the beauty of our
environment by improving and developing parks and playgrounds in every barangay. We are also
persistent to lessen the impact of pollution through greening and tree planting activities for the
sake of the next generation.
MISSION: Embark the development by landscaping open spaces into parks and maintaining and
enhancing the existing playgrounds and its facilities.
FRONTLINE SERVICE VEGETABLE SEED DISTRIBUTION

SERVICE PROVIDER Juanito R. Alba
STEP 2 Procure vegetable seeds to recipient
DURATION 2 minutes
REQUIRED FEES None
FRONTLINE SERVICE URBAN GARDENING DEMONSTRATION

SERVICE PROVIDER Juanito R. Alba
STEP 2 Assign date for demonstration
DURATION 5 days
REQUIRED FEES None
FRONTLINE SERVICE LIVESTOCK AND AQUACULTURE DEMONSTRATION

SERVICE PROVIDER Yvonne Shirnie G. Tejero
STEP 2 Assign date for demonstration
DURATION 5 days
REQUIRED FEES None
FRONTLINE SERVICE USE OF GLORIETATALA

SERVICE PROVIDER Jesse V. Acenas
STEP 2 Identify venue and date
DURATION 1 -5 days
REQUIRED FEES PhP 100/hour
169
EXECUTIVE DIRECTION
PUBLIC INFORMATION DIVISION
FUNCTIONAL STATEMENT: Provide and disseminate to the public relevant and pertinent
information and other forms of campaign on the programs and projects of the Caloocan City
Government through all forms of media in order to bridge the communication gap and serve as
an arm for mobilization, manned by dedicated and competent staff working harmoniously with the
local Chief Executive towards a common goal of achieving a productive, self-reliant, educated
and well-informed citizenry.
FRONTLINE SERVICE INFORMATION AND RESEARCH FACILITATION

The researcher is required to submit the needed information indicating
STEP/ PROCEDURE
complete name and purpose for the research on a letter-sized bond paper.
SERVICE PROVIDER Information Officer
REQUIRED DOCUMENT/S Valid identification card
DURATION Depends on the size of data/ material being requested
REQUIRED FEES None (photocopying cost is shouldered by the client)
PROVISION OF RESEARCH MATERIALS, PAMPHLETS, COMMUNITY

PAPER AND DATABASE INFORMATION TO PRIVATE SECTORS,
FRONTLINE SERVICE
GOVERNMENT AGENCIES, NON-GOVERNMENT ORGANIZATIONS,
STUDENTS AND THE ACADEME
STEP/ PROCEDURE Provide the documents to be photocopied as per request of the researcher
REQUIRED FEES None (photocopying cost is shouldered by the client)
FRONTLINE SERVICE DIGITAL PHOTOGRAPHY DOWNLOADING/ COPYING

Receive letter of request indicative of the photographs and other
STEP/ PROCEDURE
information relative to the material needed
SERVICE PROVIDER Ariel Cagadas Julio del Valle
REQUIRED FEES None (Client will provide the USB/ flash drive, blank CD or DVD)
FRONTLINE SERVICE PROVISION OF COPY OF VIDEO FOOTAGES/ LAYOUTS

Receive letter of request indicative of the needed video footages and/ or
STEP/ PROCEDURE
layout design and the purpose thereof.
SERVICE PROVIDER Leonille Arcenal Cesar Cauilan
REQUIRED FEES None (Client will provide the USB/ flash drive, blank CD or DVD)
170
SANGGUNIANG PANLUNGSOD
MISSION: The office of the Sangguniang Panlungsod is the one tasked to legislate all Proposed
Ordinances and Resolutions of the City affecting all Caloocan City residents, tourists,
passersby, and other people doing business in Caloocan City, or national laws requiring local
cooperation; the primary coordinating center for all national, regional and local development
efforts; and the administering and supervising office in Caloocan City for the introduction of
programs and projects requiring approval of the august body designed to improved, enhance
and maintain the social, economic, cultural and environmental aspect of the Caloocan City’s
way of life in the form of business and aspirations.
VISION: In the pursuit of this mission, the Office of the Sangguniang Panlungsod shall adhere to
the principle of perseverance, dedication and loyalty to public service in order to achieve
efficient and effective implementing strategies, workable end results, coordinating, and linkage
mechanism; and an honest, humane and dedicated political machinery with a dynamic and
dedicated leadership towards the achievement of peace, harmony and progress in the midst of
chaos, diversity and poverty.
FRONTLINE SERVICE LETTER OF REQUEST TO THE SECRETARY FOR APPROVAL

STEP 1 Receive documents/ request letter
STEP 2 Copies of proposed & approved ordinance request
Remedios Cabalu Maria Luisa Benedito
SERVICE PROVIDER
Carmencita Lazaro
REQUIRED FEES None
FRONTLINE SERVICE AGENDA PREPARATION

Evaluate proposed resolutions and ordinances, barangay budget, barangay
STEP 1
complaints & other petition matters for inclusion in agenda preparation
SERVICE PROVIDER Carmelo Alcedo Jing Gonzales
DURATION 30 minutes
Submit to the majority floor leader pertinent documents for agenda
STEP 2
preparation
DURATION 2 days
REQUIRED DOCUMENT/S Proposed resolution/ ordinance, barangay budget, letter of request, etc.
REQUIRED FEES None
SUBMIT TO THE OFFICE OF THE SECRETARY APPROVED ORDINANCE/

FRONTLINE SERVICE
RESOLUTION
STEP 1 Affix signature of the members of the City Council
DURATION 1 day after approval
REQUIRED DOCUMENT/S Approved ordinance/ resolution
REQUIRED FEES None
171
SUBMISSION TO THE SECRETARY TO THE MAYOR ALL APPROVED

FRONTLINE SERVICE
ORDINANCE/ RESOLUTION
SERVICE PROVIDER Lorenzo O. Sunga, Jr. Ma. Victoria Gonzales
DURATION 30 minutes after collation of approved resolutions/ ordinances
REQUIRED DOCUMENT/S Approved ordinance/ resolution
REQUIRED FEES None
SUBMISSION TO THE SANGGUNIAN SECRETARY JOURNAL & MINUTES FOR

FRONTLINE SERVICE
APPROVAL
SERVICE PROVIDER Helen G. Ng
DURATION 3 days
REQUIRED DOCUMENT/S Approved journals and minutes
REQUIRED FEES None
172

TRAFFIC ADJUDICATION BOARD DIVISION
FUNCTIONAL STATEMENT: To ensure equal rights among Traffic Officials and
Motorists
FRONTLINE SERVICE TRAFFIC COMPLAINTS AND CONTEST OF VIOLATIONS
STEP 1 Receive/ Evaluate the written protest filed by apprehended person
SERVICE PROVIDER Oscar Mañas Arnold Cudia Ernesto M. Corpuz
STEP 2 Determine the facts of the case
Request for the presence of the apprehending officer if further clarification
STEP 3
is necessary
STEP 4 Conduct hearing
STEP 5 Review of written resolution
SERVICE PROVIDER SOIII Benito Go SOIV Bernie V. Manlapig
STEP 6 Approve/ Disapprove case resolution
SERVICE PROVIDER Hilario C. Castro, Chairman, DPSTM Adjudication Board
DURATION 2 to 3 working days
8. UOVR – Unified Ordinance Violation Receipt
REQUIRED DOCUMENT/S
9. Other documents depending on the protest
173
UNIVERSITY OF CALOOCAN CITY
FUNCTIONAL STATEMENT: Maintain and support an adequate system of tertiary

education that will promote the economic growth of the country, strengthen the character
of well-being of its graduates as productive members of the community.
FRONTILE SERVICE ENROLLMENT FOR OLD STUDENTS

STEP 1 Secure Adviser’s Form
SERVICE PROVIDER Department Heads
REQUIRED DOCUMENT/S 1. Class cards 2. Summary of grades
STEP 2 Secure Order of Payment
1. Adviser’s Form 3. School ID
REQUIRED DOCUMENTS
2. Permit 4. Last Registration Form
STEP 3 Payment of tuition fee
SERVICE PROVIDER City Treasurer’s Office Personnel (Caloocan City Hall)
REQUIRED DOCUMENT Order of Payment
STEP 4 Present Office Receipt to secure Registration Form
SERVICE PROVIDER M.I.S Personnel
REQUIRED DOCUMENT/S 1. Adviser’s Form 2. Tuition fee receipt
STEP 5 Submission of Registration Form
SERVICE PROVIDER Registrar’s Office Personnel
1. Tuition fee, Crossroad, SSC, 4. Registration Form
insurance receipts 5. Chest X-ray and Medical
REQUIRED DOCUMENTS
2. Adviser’s Form Certificate, if required
3. 2x2 ID picture
Tuition fees for undergraduate students per semester:
Caloocan City Residents
Twenty one (21) units and below P 630.00
REQUIRED FEES In excess of twenty one (21) units 30.00
Non-Caloocan City Residents
Twenty one (21) units and below P 2,500.00
In excess of twenty one (21) units 100.00
174
Masteral Degree
REQUIRED FEES Caloocan Residents P 100.00
Non-Caloocan Residents 200.00
FRONTILE SERVICE ENROLMENT FOR NEW STUDENTS

STEP 1 Orientation
SERVICE PROVIDER Guidance Counselor
REQUIRED DOCUMENT Passer’s slip
STEP 2 Secure Adviser’s Form and interview slip
SERVICE PROVIDER Department Head
REQUIRED DOCUMENT Passer’s slip
STEP 3 Submission of original requirements
 High School Card (F-138)/ Honorable Dismissal and Certification of Grades (for
Transferee)
 Good Moral Certificate
 NSO Birth Certificate
 Latest Voter’s Certificate of the parents or applicant
 2x2 Latest picture (2 copies)
 Elementary Diploma
REQUIRED DOCUMENTS  Medical Examination (Chest X-ray & Physical Examination from any reputable
government hospital)
 Passer’s slip
 1 pc. of long brown envelop
 1 pc. of long white mailing envelop
 2 pcs. Of mailing stamps
*NOTE: All requirements submitted to the Registrar’s Office are considered
records and property of the University.
SERVICE PROVIDER Accounting Office Personnel
REQUIRED DOCUMENTS 1. Checklist 2. Adviser’s Form
STEP 5 Payment of tuition fee
STEP 6 Present Official Receipt (OR) to secure Registration From
SERVICE PROVIDER M.I.S Personnel
REQUIRED DOCUMENTS 1. Adviser’s Form 2. Tuition fee receipt
STEP 7 Submission of Registration Form
Tuition fee, Crossroad, SSC, insurance receipts
REQUIRED DOCUMENTS
Adviser’s Form, Registration Form, 2x2 ID picture
175
Caloocan City Residents

Twenty one (21) units and below P 630.00
Non-Caloocan City Residents
Twenty one (21) units and below P 2,500.00
PROCUREMENT OF SCHOOL RECORDS

FRONTILE SERVICE  Transcript of Records  Certification  Honorable Dismissal
 Diploma  Good Moral Certificate
STEP 1 Secure document request slip
REQUIRED DOCUMENT School ID
REQUIRED DOCUMENTS 1. School ID 2. Document request slip
STEP 3 Payment of requested document/s
SERVICE PROVIDER City Treasurer’s Office Personnel ( Caloocan City Hall)
Present Official Receipt to secure Clearance Form (fill out the form and
STEP 4
request the signature of the Deans/ Department Heads)
REQUIRED DOCUMENTS 1. Official Receipt 2. School ID
STEP 5 Submit Clearance Form and receive release schedule slip
DURATION Two (2) Weeks
1. Clearance Form 3. School ID
REQUIRED DOCUMENT/S
2. Official Receipt
Transcript of Records
First two (2) pages P 20.00
In excess of two (2) pages 10.00
REQUIRED Diploma 100.00
Certification of any document 15.00
Clearance fee 15.00
Honorable Dismissal 30.00
176
FRONTILE SERVICE SECURE COMPLETION FORM

STEP 1 Verification of grades (midterm & final grade)
REQUIRED DOCUMENT/S 1. School ID 2. Registration Form
REQUIRED DOCUMENTS 1. School ID 2. Document requested slip issued by the Registrar’s Office
STEP 3 Payment of Completion Form fee
Present Official Receipt (OR) to secure Completion Form and fill out the
STEP 4
form (follow steps written in the Completion Form)
1. Completion Form receipt 3. Verification slip
REQUIRED DOCUMENT/S
2. School ID
REQUIRED FEES Completion fee for any incomplete grades P 30.00
FRONTLINE SERVICE SECURE LEAVE OF ABSENCE FORM

STEP 1 Secure Leave of Absence
REQUIRED DOCUMENTS 1. School ID 2. Registration Form
STEP 2 Fill out and submit the Form for Approval
1. Leave Absence Form 3. Registration Form
REQUIRED DOCUMENTS
2. School ID
177
PROCEDURE FOR FILING COMPLAINTS

Individuals may convey their complaints, requests for services, or suggestions on all
aspects of the city government operations through text messaging or e-mail.
THROUGH e-mail OR FACEBOOK ACCOUNT

1. Send Complaint/Suggestion
 Send an e-mail to the office concerned (please refer to the city government directory
for a list of e-mail addresses) or to e-mail Address: http://www.caloocan.gov.ph or
to Facebook account:
 Furnish the city mayor a copy of your e-mail and send to
.This is recommended for monitoring purposes.
2. Action on Complaint/ Suggestion

 The city mayor, city government offices and the Information Technology Services
check their e-mails at least once a day.
 The city mayor calls the attention of the office concerned and coordinates efforts to
address the complaint/ suggestion.
THROUGH TEXT MESSAGE

1. Send Complaint/ Suggestion
 Send your message to 0943-2653886. Your message will be routed to the city
government’s dedicated SMS server.
 If you are requesting for a service, please include your name and address in the text
message. Doing so will allow the city government to attend to your request sooner.
2. Message Acknowledgement
 You will receive a pre-composed message from the city government to acknowledge
receipt of your complaint or suggestion.
3. Action on Complaint/ Suggestion

 The city government’s SMS server forwards all messages to the central receiving at
the Office of the City Mayor.
 The designated personnel from the Office of the City Mayor forward the message to
the concerned department/ office and coordinates efforts to address the same.
 Threads of all received messages, as well as office replies, are kept to monitor
whether action on complaints and suggestions had already been taken.
HOTLINE NUMBER 288-5716
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APPENDIX A
ANTI-RED TAPE ACT OF 2007
REPUBLIC ACT No. 9485
AN ACT TO IMPROVE EFFICIENCY IN THE DELIVERY OF GOVERNMENT SERVICE

TO THE PUBLIC BY REDUCING BUREAUCRATIC RED TAPE, PREVENTING GRAFT
AND CORRUPTION, AND PROVIDING PENALTIES THEREFOR
Be it enacted by the Senate and the House of Representatives of the Philippines in

Congress assembled:
SECTION 1. Short Title. - This Act shall be known as the "Anti-Red Tape Act of 2007".
SECTION 2. Declaration of Policy. - It is hereby declared the policy of the State to promote
integrity, accountability, proper management of public affairs and public property as well
as to establish effective practices aimed at the prevention of graft and corruption in
government. Towards this end, the State shall maintain honesty and responsibility among
its public officials and employees, and shall take appropriate measures to promote
transparency in each agency with regard to the manner of transacting with the public,
which shall encompass a program for the adoption of simplified procedures that will
reduce red tape and expedite transactions in government.
SECTION 3. Coverage - This Act shall apply to all government offices and agencies
including local government units and government-owned or controlled corporations that
provide frontline services as defined in this Act. Those performing judicial, quasi-judicial
and legislative functions are excluded from the coverage of this Act.
SECTION 4. Definition of Terms. - As used in this Act, the following terms are defined as
follows:
a. "Simple Transactions" refer to requests or applications submitted by clients of a

government office or agency which only require ministerial actions on the part of
the public officer or employee, or that which present only inconsequential issues
for the resolution by an officer or employee of said government office.
b. "Complex Transactions" refer to requests or applications submitted by clients of a

government office which necessitate the use of discretion in the resolution of
complicated issues by an officer or employee of said government office, such
transaction to be determined by the office concerned.
c. "Frontline Service" refers to the process or transaction between clients and

government offices or agencies involving applications for any privilege, right,
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permit, reward, license, concession, or for any modification, renewal or extension

of the enumerated applications and/ or requests which are acted upon in the
ordinary course of business of the agency or office concerned.
d. "Action" refers to the written approval or disapproval made by a government office

or agency on the application or request submitted by a client for processing.
e. "Officer or Employee" refers to a person employed in a government office or

agency required to perform specific duties and responsibilities related to the
application or request submitted by a client for processing.
f. "Irrelevant requirement" refer to any document or performance of an act not directly

material to the resolution of the issues raised in the request or needed in the
application submitted by the client.
g. "Fixer" refers to any individual whether or not officially involved in the operation of
a government office or agency who has access to people working therein, and
whether or not in collusion with them, facilitates speedy completion of transactions
for pecuniary gain or any other advantage or consideration.
SECTION 5. Reengineering of Systems and Procedures. - All offices and agencies which
provide frontline services are hereby mandated to regularly undertake time and motion
studies, undergo evaluation and improvement of their transaction systems and
procedures and re-engineer the same if deemed necessary to reduce bureaucratic red
tape and processing time.
SECTION 6. Citizen's Charter. - All government agencies including departments,

bureaus, offices, instrumentalities, or government-owned and/ or controlled corporations,
or local government or district units shall set up their respective service standards to be
known as the Citizen's Charter in the form of information billboards which should be
posted at the main entrance of offices or at the most conspicuous place, and in the form
of published materials written either in English, Filipino, or in the local dialect, that detail:
a) The procedure to obtain a particular service;

b) The SERVICE PROVIDER for each step;
c) The maximum time to conclude the process;
d) The document/s to be presented by the customer, if necessary;
e) The amount of fees, if necessary; and
f) The procedure for filing complaints.
SECTION 7. Accountability of the Heads of Offices and Agencies. - The head of the office
or agency shall be primarily responsible for the implementation of this Act and shall be
held accountable to the public in rendering fast, efficient, convenient and reliable service.
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All transactions and processes are deemed to have been made with the permission or
clearance from the highest authority having jurisdiction over the government office or
agency concerned.
SECTION 8. Accessing Frontline Services. -The following shall be adopted by all
government offices and agencies:
A. Acceptance of Applications and Request –
1) All officers or employees shall accept written applications, requests, and/ or

documents being submitted by clients of the office or agencies.
2) The responsible officer or employee shall acknowledge receipt of such

application and/ or request by writing or printing clearly thereon his/ her name,
the unit where he/ she is connected with, and the time and date of receipt.
3) The receiving officer or employee shall perform a preliminary assessment of the

request so as to promote a more expeditious action on requests.
B. Action of Offices –
a) All applications and/ or requests submitted shall be acted upon by the assigned
officer or employee during the period stated in the Citizen's Charter which shall
not be longer than five working days in the case of simple transactions and ten
(10) working days in the case of complex transactions from the date the request
or application was received. Depending on the nature of the frontline services
requested or the mandate of the office or agency under unusual circumstances,
the maximum time prescribed above may be extended. For the extension due to
nature of frontline services or the mandate of the office or agency concerned the
period for the delivery of frontline services shall be indicated in the Citizen's
Charter. The office or agency concerned shall notify the requesting party in
writing of the reason for the extension and the final date of release for the
extension and the final date of release of the frontline service/s requested.
b) No application or request shall be returned to the client without appropriate

action. In case an application or request is disapproved, the officer or employee
who rendered the decision shall send a formal notice to the client within five
working days from the receipt of the request and/or application, stating therein
the reason for the disapproval including a list of specific requirement/s which the
client failed to submit.
c) Denial of Request for Access to Government Service - Any denial of request for
access to government service shall be fully explained in writing, stating the name
of the person making the denial and the grounds upon which such denial is
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based. Any denial of request is deemed to have been made with the permission
or clearance from the highest authority having jurisdiction over the government
office or agency concerned.
d) Limitation of Signatories - The number of signatories in any document shall be

limited to a maximum of five signatures which shall represent officers directly
supervising the office or agency concerned.
e) Adoption of Working Schedules to Serve Clients - Heads of offices and agencies

which render frontline services shall adopt appropriate working schedules to
ensure that all clients who are within their premises prior to the end of official
working hours are attended to and served even during lunch break and after
regular working hours.
f) Identification Card - All employees transacting with the public shall be provided
with an official identification card which should be visibly worn during office
hours.
g) Establishment of Public Assistance/ Complaints Desk - Each office or agency

shall establish a public assistance/ complaints desk in all their offices.
SECTION 9. Automatic Extension of Permits and Licenses. - If a government office or

agency fails to act on an application and/ or request for renewal of a license, permit or
authority subject for renewal within the prescribed period, said permit, license or authority
shall automatically be extended until a decision or resolution is rendered on the
application for renewal: Provided, That the automatic extension shall not apply when the
permit, license, or authority covers activities which pose danger to public health, public
safety, public morals or to public policy including, but not limited to, natural resource
extraction activities.
SECTION 10. Report Card Survey. - All offices and agencies providing frontline services
shall be subjected to a Report Card Survey to be initiated by the Civil Service
Commission, in coordination with the Development Academy of the Philippines, which
shall be used to obtain feedback on how provisions in the Citizen's Charter are being
followed and how the agency is performing.
The Report Card Survey shall also be used to obtain information and/ or estimates of
hidden costs incurred by clients to access frontline services which may include, but is not
limited to, bribes and payment to fixers.
A feedback mechanism shall be established in all agencies covered by this Act and the
results thereof shall be incorporated in their annual report.
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SECTION 11. Violations. - After compliance with the substantive and procedural due
process, the following shall constitute violations of this Act together with their
corresponding penalties:
A. Light Offense –
1. Refusal to accept application and/ or request within the prescribed period
or any document being submitted by a client;
2. Failure to act on an application and/ or request or failure to refer back to the

client a request which cannot be acted upon due to lack of requirement/s
within the prescribed period;
3. Failure to attend to clients who are within the premises of the office or
agency concerned prior to the end of official working hours and during
lunch;
4. Failure to render frontline services within the prescribed period on any

application and/ or request without due cause;
5. Failure to give the client a written notice on the disapproval of an application

or request; and
6. Imposition of additional irrelevant requirements other than those listed in the

first notice.
Penalties for light offense shall be as follows:

1. First Offense - Thirty (30) days suspension without pay and mandatory attendance
in Values Orientation Program;
2. Second Offense - Three (3) months suspension without pay; and
3. Third Offense - Dismissal and perpetual disqualification from public service.
B. Grave Offense - Fixing and/ or collusion with fixers in consideration of economic

and/or other gain or advantage.
Penalty -Dismissal and perpetual disqualification from public service.
SECTION 12. Criminal Liability for Fixers. - In addition to Sec. 11 (b), fixers, as defined
in this Act, shall suffer the penalty of imprisonment not exceeding six years or a fine not
less than Twenty Thousand Pesos (P20,000.00) but not more than Two Hundred
Thousand Pesos (P200,000.00) or both fine and imprisonment at the discretion of the
court.
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SECTION 13. Civil and Criminal Liability, Not Barred. -The finding of administrative
liability under this Act shall not be a bar to the filing of criminal, civil or other related
charges under existing laws arising from the same act or omission as herein enumerated.
SECTION 14. Administrative Jurisdiction - The administrative jurisdiction on any violation

of the provisions of this Act shall be vested in either the Civil Service Commission (CSC),
the Presidential Anti-Graft Commission (PAGC) or the Office of the Ombudsman as
determined by appropriate laws and issuances.
SECTION 15. Immunity; Discharge of Co-Respondent/ Accused to be a Witness. - Any

public official or employee or any person having been charged with another under this
Act and who voluntarily gives information pertaining to an investigation or who willingly
testifies therefore, shall be exempt from prosecution in the case/s where his/ her
information and testimony are given. The discharge may be granted and directed by the
investigating body or court upon the application or petition of any of the respondent/
accused-informant and before the termination of the investigation: Provided, that:
a) There is absolute necessity for the testimony of the respondent/ accused informant
whose discharge is requested;
b) There is no other direct evidence available for the proper prosecution of the offense
committed, except the testimony of said respondent/ accused-informant;
c) The testimony of said respondent/ accused-informant can be substantially

corroborated in its material points;
d) The respondent/accused-informant has not been previously convicted of a crime

involving moral turpitude; and
e) Said respondent/ accused-informant does not appear to be the guiltiest. Evidence

adduced in support of the discharge shall automatically form part of the records of
the investigation. Should the investigating body or court deny the motion or request
for discharge as a witness, his/ her sworn statement shall be inadmissible as
evidence.
SECTION 16. Implementing Rules and Regulations. - The Civil Service Commission in
coordination with the Development Academy of the Philippines (DAP), the Office of the
Ombudsman and the Presidential Anti-Graft Commission (PAGC) shall promulgate the
necessary rules and regulations within ninety (90) days from the effectivity of this Act.
SECTION 17. Separability Clause. - If any provision of this Act shall be declared invalid
or unconstitutional, such declaration shall not affect the validity of the remaining
provisions of this Act.
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SECTION 18. Repealing Clause. - All provisions of laws, presidential decrees, letters of
instruction and other presidential issuances which are incompatible or inconsistent with
the provisions of this Act are hereby deemed amended or repealed.
SECTION 19. Effectivity. -This Act shall take effect within fifteen (15) days following its
publication in the Official Gazette or in two (2) national newspapers of general circulation.
Approved:
(Sgd.) JOSE C. DE VENECIA JR. (Sgd.) MANNY B. VILLAR

Speaker of the House of Representatives President of the Senate
This Act which is a consolidation of Senate Bill No. 2589 and House Bill No. 3776 was
finally passed by the Senate and the House of Representatives on February 8, 2007 and
February 20, 2007 respectively.
(Sgd.) ROBERTO P. NAZARENO (Sgd.) OSCAR G. YABES

Secretary General, House of Representatives Secretary of Senate
(Sgd.) GLORIA MACAPAGAL-ARROYO

President of the Philippines
Approved: June 2, 2007
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APPENDIX B
IMPLEMENTING RULES AND REGULATIONS
Republic Act No. 9485 (Anti-Red Tape Act of 2007)
x--------------------------------------------------------------------------x
RESOLUTION No. 081471
WHEREAS, Article II, Section 27 of the Constitution provides that the State shall
maintain honesty and integrity in the public service and shall take positive and effective
measures against graft and corruption;
WHEREAS, there is an urgent need to establish an effective system that will eliminate
bureaucratic red tape, avert graft and corrupt practices and improve the efficiency of
delivery of government frontline services;
WHEREAS, in response to the urgent need to eliminate red tape and improve frontline
service delivery, the Thirteenth Congress enacted on June 2, 2007 Republic Act No.9485,
otherwise known as the “Anti-Red Tape Act of 2007;”
WHEREAS, RA No. 9485 aims to promote transparency in government with regard to

the manner of transacting with the public by requiring each agency to simplify frontline
service procedures, formulate service standards to observe in every transaction and
make known these standards to the client;
WHEREAS, Section 16 of the same law mandates the Civil Service Commission, in
coordination with the Development Academy of the Philippines (DAP), the Office of the
Ombudsman (OMB) and the Presidential Anti-Graft Commission (PAGC), to promulgate
the necessary rules and regulations to implement said Act;
WHEREAS, the CSC together with the DAP, OMB and PAGC, conducted a series of
consultative meetings with various stakeholders to gather comments and
recommendations as well as to discuss possible issues in the implementation of the “Anti-
Red Tape Act of 2007;”
NOW THEREFORE, the Commission RESOLVES to adopt the implementing rules and
regulations of RA No. 9485, as follows:
RULE I. COVERAGE
SECTION 1. These Rules shall apply to all government offices and agencies including
local government units and government-owned or controlled corporations with or without
original charter that provide frontline services as defined in the Act. Those performing
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judicial, quasijudicial and legislative functions are excluded from the coverage of the Act,
however, their respective frontline services are deemed included.
RULE II. INTERPRETATION
SECTION 1. These Rules shall be interpreted in the light of the Declaration of Policy
found in Section 2 of the Act: “It is hereby declared the policy of the State to promote
integrity, accountability, proper management of public affairs and public property as well
as to establish effective practices aimed at the prevention of graft and corruption in
government. Towards this end, the State shall maintain honesty and responsibility among
its public officials and employees, and shall take appropriate measures to promote
transparency in each office or agency with regard to the manner of transacting with the
public, which shall encompass a program for the adoption of simplified procedures that
will reduce red tape and expedite transactions in government.”
SECTION 2. Definition of Terms. For purposes of these Rules, the following terms shall
mean:
a) “Action” refers to the written approval or disapproval made by a government office

or agency on the application or request submitted by a client for processing.
b) “Citizen’s Charter” refers to an official document, a service standard, or a pledge,
that communicates, in simple terms, information on the services provided by the
government to its citizens. It describes the step-by-step procedure for availing a
particular service, and the guaranteed performance level that they may expect for
that service.
c) “Citizen” with reference to the Citizen’s Charter refers to the clients whose interests
and values are addressed by the Citizen’s Charter and, therefore, includes not only
the citizens of the Republic of the Philippines, but also all the stakeholders,
including but not limited to, users, beneficiaries, other government offices and
agencies, and the transacting public.
d) “Complex Transactions” refers to requests or applications submitted by clients of
a government office which necessitate the use of discretion in the resolution of
complicated issues by an officer or employee of said government office, such
transaction to be determined by the office concerned.
e) “Fixer” refers to any individual whether or not officially involved in the operation of
a government office or agency who has access to people working therein and
whether or not in collusion with them, facilitates speedy completion of transactions
for pecuniary gain or any other advantage or consideration.
f) “Fixing” refers to the act that involves undue facilitation of transactions for
pecuniary gain or any other advantage or consideration.
g) “Frontline Service” refers to the process or transaction between clients and
government offices or agencies involving applications for any privilege, right,
permit, reward, license, concession, or for any modification, renewal or extension
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of the enumerated applications and/ or requests which are acted upon in the
ordinary course of business of the office or agency concerned.
h) “Irrelevant requirements” refers to any document or performance of an act not
directly material to the resolution of the issues raised in the request or needed in
the application submitted by the client.
i) “Officer or Employee” refers to a person employed in a government office or
agency required to perform specific duties and responsibilities related to the
application or request submitted by a client for processing.
j) “Published Materials” refers to printed, computer-generated, or photocopied
materials, and procedural manuals/ flowcharts, made available to the public or
uploaded in the official government websites, containing the basic information on
accessing frontline services.
k) “Report Card Survey” refers to an evaluation tool that provides a quantitative
measure of actual public service user perceptions on the quality, efficiency and
adequacy of different frontline services, as well as a critical evaluation of the office
or agency and its personnel. It is an instrument that also solicits user feedback on
the performance of public services, for the purpose of exacting public
accountability and, when necessary, proposing change.
l) “Simple Transactions” refers to requests or applications which only require
ministerial actions on the part of the public officer or employee, or that which
present only inconsequential issues for resolution by an officer or employee of said
government office.
RULE III. RE-ENGINEERING OF SYSTEMS AND PROCEDURES
SECTION 1. Within one (1) year from effectivity of the Rules, each office or agency shall:
a) Determine which processes or transactions constitute frontline service;
b) Undertake reengineering of transaction systems and procedures, including time
and motion studies, if necessary; and after compliance thereof,
c) Set up their respective service standards to be known as the Citizen’s Charter.
SECTION 2. The reengineering process shall include a review for the purposes of
streamlining of the following:
a) Steps in providing the service;
b) Forms used;
c) Requirements;
d) Processing time; and
e) Fees and charges.
There shall also be a review of the location of the offices providing frontline services and
directional signs to facilitate transactions.
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SECTION 3. In the evaluation of official forms, government offices and agencies

rendering frontline services shall limit the number of signatories to a maximum of five (5)
signatures of officers or employees directly supervising the evaluation, approval or
disapproval of the request, application, or transaction.
The head of government office or agency shall prescribe, through an appropriate office
order, the rules on the proper authority to sign in the absence of the regular signatory, as
follows:
a) If there is only one official next in rank, he/ she shall automatically be the signatory;
b) If there are two or more officials next in rank, the appropriate office order shall
prescribe the order of priority among the officials next in rank within the same
organizational unit; or
c) If there is no official next in rank present and available, the head of the department,
office or agency shall designate an Officer-in-Charge from among those next lower
in rank in the same organizational unit.
RULE IV. CITIZEN’S CHARTER
SECTION 1. The Citizen’s Charter shall include the following information:
a) Vision and mission of the government office or agency;

b) Identification of the frontline services offered, and the clientele;
c) The step-by-step procedure to obtain a particular service;
d) The officer or employee responsible for each step;
e) The maximum time to conclude the process;
f) Document/s to be presented by the client, with a clear indication of the relevancy
of said document/s;
g) The amount of fees, if necessary;
h) The procedure for filing complaints in relation to requests and applications,
including the names and contact details of the officials/ channels to approach for
redress;
i) Allowable period for extension due to unusual circumstances; i.e. unforeseen
events beyond the control of concerned government office or agency; and
j) Feedback mechanisms, contact numbers to call and/ or persons to approach for
recommendations, inquiries, suggestions, as well as complaints.
SECTION 2. The Citizen’s Charter shall be in the form of information billboards which
should be posted at the main entrance of offices or at the most conspicuous place, and
in the form of published materials written either in English, Filipino, or in the local dialect.
SECTION 3. The head of office or agency shall constitute a task force to prepare a
Citizen’s Charter pursuant to the provisions of the Act and these Rules, taking into
189
consideration the stakeholders, users and beneficiaries of the frontline services, and shall
conduct consultative formulation and refinement of the provisions of the Charter. The
participation of non-government organizations and other concerned groups shall be
encouraged. The head of office or agency shall formally issue and release the Charter
and shall monitor and periodically review its implementation. Offices and agencies with
existing service standards shall evaluate these standards to ensure compliance with the
provisions of this Rule.
SECTION 4. The office or agency shall review the Citizen’s Charter whenever necessary,
but not less than once every two years.
SECTION 5. The assistance of the Civil Service Commission and the Development
Academy of the Philippines may be requested for purposes of complying with Rules III
and IV.
SECTION 6. The activities in Rules III and IV shall be monitored by the Civil Service
Commission through its Regional Offices and Field Offices for re-evaluation and
benchmarking.
RULE V. ACCOUNTABILITY OF HEADS OF OFFICES AND AGENCIES
SECTION 1. The head of the office or agency shall be primarily responsible for the
implementation of these Rules and shall be held accountable to the public in rendering
fast, efficient, convenient and reliable service. All transactions and processes are deemed
to have been made with the permission or clearance from the highest authority having
jurisdiction over the government office or agency concerned. In case of failure to comply
with these Rules, appropriate charges may be filed against the head of office or agency
under existing law and rules, before the appropriate forum.
RULE VI. ACCESSING FRONTLINE SERVICES
SECTION 1. All offices and agencies are enjoined to undertake on a continuing basis
programs to promote customer satisfaction and improve service delivery, and other
similar activities for officers and employees in frontline services.
SECTION 2. Acceptance and Denial of the Applications and Requests.
1) All officers or employees shall accept written applications, requests, and/or

documents being submitted by clients of the office or agency.
2) The responsible officer or employee shall acknowledge receipt of such application

and/ or request by writing or printing clearly thereon his/ her name, the unit where
he/ she is connected with, and the time and date of receipt.
190
3) The receiving officer or employee shall perform a preliminary assessment of the

request so as to promote a more expeditious action on requests, and shall
determine through a cursory evaluation the sufficiency, of submitted requirements
for a request or application, taking into consideration the determined response time
for the transaction.
4) All applications and/ or requests in frontline services shall be acted upon within the
period prescribed under the Citizen’s Charter, which in no case shall be longer
than five (5) working days in the case of simple transactions and ten (10) working
days in the case of complex transactions from the time the requestor application
was received.
5) Depending on the nature of the frontline services requested or the mandate of the
office or agency under unusual circumstances, the maximum time prescribed
above may be extended. For the extension due to the nature of frontline services,
the period for the delivery of frontline services shall be indicated in the Citizen’s
Charter, which shall not be more than five (5) working days for simple transactions,
and not more than ten (10) working days for complex transactions. The office or
agency concerned shall notify the requesting party in writing of the reason for the
extension and the final date of release of the frontline service/s required. In case
the applicant disagrees, he/ she may resort to the grievance or complaint
mechanisms prescribed in the Citizen’s Charter.
6) No application or request shall be returned to the client without appropriate action.

In case an application or request is disapproved the officer or employee who
rendered the decision shall send a formal notice to the client within five (5) working
days from the receipt of the request and/ or application, stating therein the reason
for the disapproval including a list of specific requirement/s which the client failed
to submit. Any denial of request for access to government service shall be fully
explained in writing, stating the name of the person making the denial and the
grounds upon which such denial is based. Any denial of request is deemed to have
been made with the permission or clearance from the highest authority having
jurisdiction over the government office or agency concerned.
7) This Section shall also apply to government offices or agencies which allow
computer-based access to frontline services.
SECTION 3. Working Schedule. – Heads of offices and agencies which render frontline
services shall adopt appropriate working schedules to ensure that all clients who are
within their premises prior to the end of official working hours are attended to and served
even during lunch break and after regular working hours. Offices and agencies may
consider providing frontline services as early as seven (7) in the morning until as late as
seven (7) in the evening to adequately attend to clients. The frontline services must at all
191
times be complemented with adequate staff by adopting mechanisms such as rotation

system among office personnel, sliding flexi-time, reliever system especially in peak times
of the transaction, or providing skeletal personnel during lunch and snack time.
To ensure the uninterrupted delivery of frontline services, the heads of offices and
agencies shall adopt the appropriate mechanisms within six (6) months from the effectivity
of these rules.
SECTION 4. Identification Card. – All officers or employees transacting with the public
shall be provided with an official identification card which should be worn during office
hours. The information on the identification card should be easy to read, such that the
officials and employees concerned can be identified by the clients. For certain agencies
where an identification card is not provided, the officers and employees must wear
nameplates or other means of identification.
SECTION 5. Public Assistance Desk. – Each office or agency shall establish a public
assistance/ complaints desk in all their offices, where an officer or employee
knowledgeable on frontline services shall at all times be available for consultation and
advice. The desk shall be attended to even during break time.
The office or agency shall institute hotline numbers, short message service, information
communication technology, or other mechanisms by which the clients may adequately
express their complaints, comments or suggestions. It may also institute one-stop shops
or walk-in service counters. Special lanes may be established for pregnant women, senior
citizens, and persons with disabilities.
SECTION 6. Automatic Extension of Licenses, Permits, and Authorities. – If a government

office or agency fails to act on an application and/ or request for renewal of a license,
permit or authority subject for renewal within the prescribed period, said permit, license
or authority shall automatically be extended until a decision or resolution is rendered on
the application for renewal. In this instance, the applicant shall be informed prior to the
expiration of the original period that more time is required to evaluate the application or
request. No automatic extension or renewal shall apply to an expired permit, license, or
authority. No automatic extension or renewal shall also apply when the permit, license or
authority covers activities which pose danger to public health, public safety, public morals
or to public policy including, but not limited to, natural resource extraction activities.
RULE VII. REPORT CARD SURVEY
SECTION 1. The Civil Service Commission, in coordination with the Development

Academy of the Philippines, shall conduct a survey to obtain feedback on existence and
effectiveness of, as well as compliance with the Citizen’s Charter, and how the office or
agency is performing insofar as frontline services are concerned. The survey shall also
192
be used to obtain information and/or estimates of hidden costs incurred by clients to

access frontline services which may include, but is not limited to, bribes and payment to
fixers. The Civil Service Commission may tap other government agencies, educational
institutions such as Association of Schools of Public Administration, non-government
organizations, or other concerned individuals or groups and may utilize existing
government programs, and support systems. The evaluation tool may be linked with the
program of the Civil Service Commission to:
1) provide critical evaluation of the office or agency, and its personnel;

2) check clients satisfaction, operational efficiency and areas vulnerable to
corruption;
3) highlight best practices;
4) provide incentives for excellent service delivery; and
5) Give recommendations for improvement in problem areas and inefficiencies in
frontline services. The Civil Service Commission shall publicize the results in an
annual report card survey and furnish the government agency concerned the result
of the survey assessment, evaluation and/or observations. Such assessment,
evaluation and/or observations shall also be incorporated in the agency’s annual
report and shall be considered in the improvement, revision, modification,
enhancement, or amendment of its Citizen’s Charter and/ or frontline services.
The Report Card Survey may include the following: (1) the service provider – personal
disposition of the employee providing the service sought of; (2) the quality of service how
the service was provided to the client; and (3) the physical working condition – how the
physical setup/ lay-out of the office affects the performance, efficiency, and accessibility
of the service provided.
RULE VIII. DISCIPLINARY ACTION
SECTION 1. After compliance with the substantive and procedural due process, the
following shall constitute violations of the Act and its Rules together with their
corresponding penalties.
A. Light Offense –
1) Refusal to accept application and/ or request within the prescribed period or
any document being submitted by a client;
2) Failure to act on an application and/ or request or failure to refer back
3) to the client a request which cannot be acted upon due to lack of requirement/s
within the prescribed period;
4) Failure to attend to clients who are within the premises of the office or agency
concerned prior to the end of official working hours and during lunch break;
5) Failure to render frontline services within the prescribed period on an
application and/ or request without due cause;
193
6) Failure to give the client a written notice on the disapproval of an application or

request; and
7) Imposition of additional irrelevant requirements other than those listed in the
first notice under Rule VI, Section 1 (6).
The term “prescribed period” shall refer to the period specified under the Citizen’s Charter,
or in the absence thereof, the period provided for under Rule VI, Section1 (4) hereof.
Penalties for light offenses shall be as follows:
First Offense – Thirty (30) days suspension without pay and mandatory attendance
in Values Orientation Program;
The Civil Service Commission and the Office of the Ombudsman shall promulgate a
Values Orientation Program which shall include anti-red tape and anti-fixing workshops
suitable for this purpose.
Second Offense – Three months suspension without pay; and

Third Offense – Dismissal and perpetual disqualification from public service.
a. Grave Offense – Fixing and/ or collusion with fixers in consideration of economic

and/ or other gain or advantage.
Penalty – Dismissal and perpetual disqualification from public service.
SECTION 2. The finding of administrative liability under the Act and its Rules shall not be
a bar to the filing or criminal, civil or other related charges under existing laws arising from
the same act or omission as herein enumerated.
SECTION 3. Criminal Liability for Fixers. – Fixers shall suffer the penalty of imprisonment
not exceeding six years or a fine of not less than Twenty thousand pesos (P20,000.00)
but not more than Two hundred thousand pesos (P200,000.00) or both fine and
imprisonment at the discretion of the court.
SECTION 4. Administrative Jurisdiction and Procedure. – The Civil Service Commission
(CSC) and the Office of the Ombudsman shall have administrative jurisdiction over
nonpresidential appointees, while the Office of the Ombudsman and the Presidential Anti-
Graft Commission (PAGC) shall have administrative jurisdiction over presidential
appointees. Their respective procedures as determined by appropriate laws, rules and
issuances shall be observed regarding any violation of the provisions of these Rules.
RULE IX. IMMUNITY
SECTION 1. Any public official or employee or any person having been charged with
another under the Act and who voluntarily gives information pertaining to an investigation
194
or who willingly testifies therefore, shall be exempt from prosecution in the case/s where
his/ her information and testimony are given.
SECTION 2. The discharge of co-respondent/ accused to be a witness may be granted
and directed by the investigating body or court upon the application or petition of any of
the respondent/ accused-informant and before the termination of the investigation:
Provided, That:
a. There is absolute necessity for the testimony of the respondent/ accused-informant

whose discharge is requested;
b. There is no other direct evidence available for the proper prosecution of the offense
committed, except the testimony of said respondent/ accused-informant;
c. The testimony of said respondent/ accused-informant can be substantially
corroborated in its material points;
d. The respondent/ accused-informant has not been previously convicted of crime
involving moral turpitude; and
e. Said respondent/ accused-informant does not appear to be the guiltiest.
Evidence adduced in support of the discharge shall automatically form part of the
records of the investigation. Should the investigating body or court deny the motion or
request for discharge as a witness, his/ her sworn statement shall be inadmissible as
evidence.
SECTION 3. If the respondent-informant granted immunity fails or refuses to testify or to

continue to testify, or testifies falsely or evasively, or violates any condition accompanying
such immunity without just cause, as determined by the office or agency concerned, his/
her immunity shall be cancelled and he/ she shall be prosecuted criminally and/or
administratively.
RULE X. FINAL PROVISIONS
SECTION 1. The activities embodied in these Rules shall be charged to the office or
agency’s regular budget.
SECTION 2. An oversight committee composed of the Civil Service Commission, as

head, and the Office of the Ombudsman, the Presidential Anti-Graft Commission, and the
Development Academy of the Philippines, as members, shall ensure the immediate, swift
and effective implementation of the Act and its Rules.
SECTION 3. These Rules may be amended or modified as necessary.
SECTION 4. If any provision of these Rules shall be declared invalid or unconstitutional,

such declaration shall not affect the validity of the remaining provisions.
195
SECTION 5. These Rules shall take effect fifteen (15) days following its publication in a
newspaper of general circulation.
Quezon City, July 24 2008.
196
APPENDIX C
TRANSPARENCY SEAL
SYMBOLISM
A pearl buried inside a tightly-shut shell is practically worthless. Government information

is a pearl, meant to be shared with the public in order to maximize its inherent value.
The Transparency Seal, depicted by a pearl shining out of an open shell, is a symbol of
a policy shift towards openness in access to government information. On the one hand, it
hopes to inspire Filipinos in the civil service to be more open to citizen engagement; on
the other, to invite the Filipino citizenry to exercise their right to participate in governance.
This initiative is envisioned as a step in the right direction towards solidifying the position
of the Philippines as the Pearl of the Orient – a shining example for democratic virtue in
the region.
197
DIRECTORY
LOCAL GOVERNMENT OFFICES
(EXECUTIVE DIRECTION)
OFFICE OF THE CITY MAYOR
City Mayor Hon. OSCAR G. MALAPITAN
Telephone/ Fax Number 336 – 5600, 288 – 8811 (2223)
Trunk line Number 2223
Email Address
OFFICE OF THE CITY MAYOR (North Caloocan)

Officer-in-charge SANTIAGO SIA
Telephone/ Fax Number Telefax 961 - 1865
Trunk line Number
Email Address
OFFICE OF THE SECRETARY TO THE MAYOR

Secretary to the Mayor LILIBETH M. LUAKIAN
Telephone/ Fax Number 336 – 5604, 336 – 5691,
Email Address b_luakian@yahoo.com
PUBLIC INFORMATION OFFICE

Officer-in-charge NOLAN B. SISON
Telephone/ Fax Number 336 – 5598, 288 – 8811 (2310)
Email Address gi_david16@yahoo.com
BARANGAY SECRETARIAT
Head, Oversight Committee AURORA C. CIEGO
Telephone/ Fax Number 336 – 5600, Telefax 288 - 5716
Trunk line Number
Email Address
BUSINESS PERMIT AND LICENSING SERVICES

Officer-in-charge Atty. EMMANUEL P. VERGARA
Trunk line Number 2217, 2248
Email Address
198
BUSINESS PERMIT AND LICENSING SERVICES (North Caloocan)

Officer-in-charge
Telephone/ Fax Number 961 - 1860
Trunk line Number
Email Address
CALOOCAN CITY WATERWORKS
Officer-in-charge Engr. OLIVER R. HERNANDEZ
Trunk line Number
Email Address
COMMUNITY RELATIONS OFFICE

Officer-in-charge Atty. CHRISTIAN NIÑO DIAZ
Telephone/ Fax Number 336 – 5I73
Email Address maritarelimbo@yahoo.com
COOPERATIVE DEVELOPMENT OFFICE

Consultant LUCIA G. FURO
Telephone/ Fax Number 336 – 5I73
Email Address maritarelimbo@yahoo.com
CULTURAL AFFAIRS AND TOURISM OFFICE

Officer-in-charge MA. JOCELYN M. DAVID
Email Address dmariarowena@yahoo.com
CULTURAL AFFAIRS AND TOURISM OFFICE – LIBRARY SERVICES

Officer-in-charge
Telephone/ Fax Number 310 – 7989, 310 – 4357
Trunk line Number
Email Address calpubliclib@yahoo.com
CITY DISASTER RISK REDUCTION AND MANAGEMENT OFFICE

Officer-in-charge ALEX P. NADURATA
Telephone/ Fax Number 310 – 7356
Trunk line Number
Email Address calpubliclib@yahoo.com
ENVIRONMENTAL SANITATION SERVICES

Officer-in-charge Engr. LEOPOLDO V. PARUMOG
Trunk line Number
Email Address
199
HUMAN RESOURCE MANAGEMENT OFFICE

City Government Assistant Dept. Head II Atty. SIKINI C. LABASTILLA
Telephone/ Fax Number
Trunk line Number 2239, 2256, 2252
Email Address
INFORMATION TECHNOLOGY SERVICES

Officer-in-charge JEREMY S. REGINO
Telephone/ Fax Number 336 – 5689, 336 – 5690, 288 – 2427
Trunk line Number
Email Address
INTERNAL AUDIT SERVICES

Officer-in-charge Atty. RUBEN S. PEREZ
Email Address
LABOR AND INDUSTRIAL RELATIONS OFFICE
Officer-in-charge VIOLETA Y. GONZALES
Email Address
OFFICE FOR THE URBAN POOR

Officer-in-charge Engr. MARIA NUMENIA I. OBINA
Email Address
OFFICE OF THE CITY BUILDING OFFICIAL

Officer-in-charge Engr. ROMEO OÑA
Email Address
OFFICE OF THE CITY BUILDING OFFICIAL (North Caloocan)

Officer-in-charge Atty. ROSELLE LOUIE P. BRILLANTES
Trunk line Number
Email Address
OFFICE OF THE CITY VETERINARIAN

City Government Assistant Dept. Head II TEODORO M. ROSALES, DVM
Email Address doctmr28@yahoo.com
200
OFFICE OF THE SENIOR CITIZENS AFFAIR

Officer-in-charge MARILYN T. DE JESUS
Email Address
PARKS ADMINISTRATION SERVICES

Officer-in-charge JESSE V. ACENAS
Telephone/ Fax Number 2216
Trunk line Number
Email Address jesse_acenas@yahoo.com
PARKS ADMINISTRATION SERVICES – AGRICULTURAL DIVISION

Officer-in-charge JUANITO R. ALBA
Email Address
SPORTS AND RECREATION SERVICES
Officer-in-charge MA. DAINTY A. ABELARDO
Email Address daintyabelardo@yahoo.com
LOCAL GOVERNMENT OFFICES

(DEPARTMENTS)
CALOOCAN CITY MEDICAL CENTER
Officer-in-charge Dr. FERNANDO S. SANTOS
Trunk line Number
Email Address
CITY HEALTH DEPARTMENT

Officer-in-charge Dr. MAYBELLE P. SISON
Email Address marson24@yahoo.com
CITY ACCOUNTANT’S OFFICE

Officer-in-charge ALMA D. BUCALEN
Email Address amyimalanta@yahoo.com
201
CITY ADMINISTRATOR’S OFFICE

City Administrator Engr. OLIVER R. HERNANDEZ
Telephone/ Fax Number 336 – 5697,
Email Address
CITY ASSESSOR’S OFFICE

Officer-in-charge JEREMY S. REGINO
Email Address
CITY ASSESSOR’S OFFICE (North Caloocan)

Officer-in-charge AIDA B. LOZADA
Trunk line Number
Email Address
CITY BUDGET DEPARTMENT

Officer-in-charge NOMER Q. MARMOLEJO, CPA
Email Address nomer_marmolejo10@yahoo.com
CITY ENGINEERING DEPARTMENT

Email Address athenaativo@yahoo.com
CITY ENGINEERING DEPARTMENT (North Caloocan)

Officer-in-charge JOHN CARLOS L. TOLIBAS
Trunk line Number
Email Address
CITY GENERAL SERVICES OFFICE

Officer-in-charge Atty. LIEZEL B. VILLANUEVA
Email Address
202
CITY LEGAL DEPARTMENT

Acting City Legal Officer Atty. MICHAEL ARTHUR R. CAMIÑA
Email Address don.camiña@gmail.com
CITY LEGAL DEPARTMENT (North Caloocan)

Officer-in-charge
Trunk line Number
Email Address
CITY PLANNING AND DEVELOPMENT DEPARTMENT
City Planning and Dev’t. Coordinator AURORA C. CIEGO
Email Address caloocan.planning@yahoo.com
LAND USE AND ZONING DIVISION

Officer-in-charge Atty. MICHAEL ARTHUR R. CAMIÑA
Email Address don.camiña@gmail.com
CITY TREASURER’S OFFICE

Officer-in-charge ANALIZA E. MENDIOLA
Email Address evegarma@yahoo.com
CITY TREASURER’S OFFICE (North Caloocan)

Officer-in-charge ROSALIND Y. BACLIT
Trunk line Number
Email Address
LAND TAX DIVISION

Officer-in-charge Atty. RENE RICHARD A. SALAZAR
Email Address
CIVIL REGISTRY DEPARTMENT

Officer-in-charge LUCENA M. FLORES
Email Address
203

Officer-in-charge HILARIO C. CASTRO
Trunk line Number
Email Address
DEPARTMENT OF PUBLIC SAFETY AND TRAFFIC MANAGEMENT (North Caloocan)

Officer-in-charge Egnr. GILBERTO D. BERNARDO
Trunk line Number
Email Address
TRICYCLE AND PEDICAB REGULATORY DIVISION
Officer-in-charge EMMANUEL DE LEON
Email Address
CITY SOCIAL WELFARE DEPARTMENT

Officer-in-charge ROBERTO L. QUIZON
Email Address
CITY SOCIAL WELFARE DEPARTMENT (North Caloocan)

Officer-in-charge MILAGROS D. SAMPANG
Trunk line Number
Email Address
UNIVERSITY OF CALOOCAN CITY

Officer-in-charge Atty. EMMANUEL P. VERGARA
Email Address cbchaves@gmail.com
PEOPLE’S LAW ENFORCEMENT BOARD

Email Address florabombase@yahoo.com
OFFICE OF THE CITY VICE MAYOR

City Vice Mayor MACARIO E. ASISTIO III
Telephone/ Fax Number 319 – 5237, 324 – 5276, 324-5498, 352 – 4024
Trunk line Number
Email Address
204
SANGGUNIANG PANLUNGSOD – SECRETARIAT SERVICES

Secretary of the Sang. Panlungsod II LORENZO O. SUNGA, JR.
Email Address
SANGGUNIANG PANLUNGSOD – LEGISLATIVE SERVICES FIRST DISTRICT

Sangguniang Panlungsod Member II Hon. SUSANA DG. PUNZALAN
Trunk line Number
Email Address
Sangguniang Panlungsod Member II Hon. ANNA KARINA R. TEH
Trunk line Number
Email Address annakarinate@live.com

Sangguniang Panlungsod Member II Hon. MARYLOU N. SAN BUENAVENTURA
Trunk line Number
Email Address

Sangguniang Panlungsod Member II Hon. CARMELO F. AFRICA
Trunk line Number
Email Address j12_africa@yahoo.com

Sangguniang Panlungsod Member II Hon. DEAN ASISTIO
Trunk line Number
Email Address deanasistio@yahoo.com

Sangguniang Panlungsod Member II Hon. AURORA A. HENSON, JR.
Trunk line Number
Email Address onet_kankaloo@yahoo.com
SANGGUNIANG PANLUNGSOD – LEGISLATIVE SERVICES SECOND DISTRICT

Sangguniang Panlungsod Member II Hon. CAROLYN C. CUNANAN
Trunk line Number
Email Address carolyn.cunanan@yahoo.com
205

Sangguniang Panlungsod Member II Hon. TOLENTINO J. BAGUS
Trunk line Number
Email Address

Sangguniang Panlungsod Member II Hon. MILAGROS S. MERCADO
Trunk line Number
Email Address

Sangguniang Panlungsod Member II Hon. ALLEN ALEXANDER C. ARUELO
Trunk line Number
Email Address

Sangguniang Panlungsod Member II Hon. ROBERTO R. SAMSON
Trunk line Number
Email Address robertosamson@yahoo.com
Sangguniang Panlungsod Member II Hon. LUIS CHITO S. ABEL
Trunk line Number
Email Address
LIGA NG MGA BARANGAY

President, Liga ng mga Barangay Hon. DALE GONZALO R. MALAPITAN
Trunk line Number
Email Address
HOUSE OF REPRESENTATIVE
First District Representative Hon. ENRICO R. ECHIVERRI
Telephone/ Fax Number 931 – 5001 (Congress)
Trunk line Number
Email Address
HOUSE OF REPRESENTATIVE
Second District Representative Hon. EDGAR R. ERICE
Trunk line Number
Email Address
206
NATIONAL GOVERNMENT OFFICES
BUREAU OF JAIL MANAGEMENT AND PENOLOGY

Jail Warden Atty. PAULINO H. MARENO JR.
Trunk line Number
Email Address ccj_opms@yahoo.com
BUREAU OF INTERNAL REVENUE

Revenue District Officer ALBINO M. GALANZA
Telephone/ Fax Number 364 – 7044, 365 – 3161, 367 – 2962, 366 – 4331
Trunk line Number
Email Address bir_gov.ph
BUREAU OF FIRE PROTECTION (Central Fire Station)

City Fire Marshall F/Chief Insp. ROEL JEREMY G. DIAZ
Telephone/ Fax Number 362 – 4037, 310 - 6527
Trunk line Number
Email Address
CITY PROSECUTOR’S OFFICE

Chief Hon. FERDINAND U. VALBUENA
Telephone/ Fax Number 336 – 5709, 324 – 5440 to 49 Local 322
Trunk line Number
Email Address
CIVIL SERVICE COMMISSION

Director II Dir. FE P. LACABA
Telephone/ Fax Number 931 – 7923, 931 – 8022, 781 – 5878, 2257
Trunk line Number
Email Address
COMMISSION ON AUDIT
City Auditor MAY R. ARBOLEDO
Telephone/ Fax Number 323 – 4911, 2242
Trunk line Number
Email Address
COMMISSION ON ELECTION (Second District)

Election Officer IV Atty. DINAH A. VALENCIA
Trunk line Number
Email Address
207
COMMISSION ON ELECTION (First District)

Election Officer IV Atty. FLORIANA O. DE GUIA
Trunk line Number
Email Address
COOPERATIVE DEVELOPMENT AUTHORITY

Regional Director Dir. NONIE HERNANDEZ
Trunk line Number
Email Address
DEPARTMENT OF PUBLIC WORKS AND HIGHWAYS
District Engineer Engr. MARLON B. CORREA
Trunk line Number
Email Address dpwh.gov.ph.com
DEPARTMENT OF TRADE AND INDUSTRY

Officer-in-charge MA. JOSEFA N. VILLARUEL
Trunk line Number
Email Address dtincrarea4@yahoo.com
DEPARTMENT OF EDUCATION
School Supt. Ms. RITA T. RIDDLE
Trunk line Number
Email Address caloocandivison@yahoo.com
DEPARTMENT OF HEALTH
Secretary ENRIQUE T. ONA
Trunk line Number
Email Address
DEPARTMENT OF LABOR AND EMPLOYMENT

Secretary ROSALINDA BALDEZ
Trunk line Number
Email Address
DEPARTMENT OF SOCIAL WELFARE AND DEVELOPMENT

Secretary COZARON “DINKY” J. SOLIMAN
Telephone/ Fax Number 931 – 8101 to 07
Trunk line Number
Email Address
208
DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT

City Government Atty. ANNALYN R. BALTAZAR
Trunk line Number
Email Address dilgncrcaloocan@yahoo.com
DEPARTMENT OF TOURISM
Secretary RAMON R. JIMENEZ
Trunk line Number
Email Address
DEPARTMENT OF TRANSPORTATION AND COMMUNICATION
Secretary JOSEPH EMILIO A. ABAYA
Trunk line Number
Email Address
GOVERNMENT SERVICE INSURANCE SYSTEM

Chairman DANIEL L. LACSON, JR.
Trunk line Number
Email Address
INTEGRATED BAR OF THE PHILIPPINES (CAMANAVA)

President Atty. JOJO VIJIGA
Trunk line Number
Email Address
LAND TRANSPORTATION OFFICE

Chief LIGAYA F. DELA CUESTA
Trunk line Number
Email Address
LAND TRANSPORTATION FRANCHISING AND REGULATORY BOARD

Chairman Atty. WINSTON M. GINEZ
Trunk line Number
Email Address
METROPOLITAN TRIAL COURT

Executive Judge Hon. ALMA CRISTINA B. COLLADO-LACORTE
Telephone/ Fax Number 324 – 5440 to 49 Local 216
Trunk line Number
Email Address
209
METROPOLITAN MANILA DEVELOPMENT AUTHORITY

Chairman FRANCISCO N. TOLENTINO
Trunk line Number
Email Address
NATIONAL BUREAU OF INVESTIGATION

Regional Director Atty. ELFREN L. MENESES, JR.
Telephone/ Fax Number 523 – 8231 to 38
Trunk line Number
Email Address
NATIONAL HOUSING AUTHORITY – Bagong Barrio
OIC, North Sector NCR Engr. JAUNCHO M. CORPUZ
Trunk line Number
Email Address nha_bagongbarrio@yahoo.com
NATIONAL HOUSING AUTHORITY – Bagong Silang

District Manager Engr. RAMON J. RESIDE
Trunk line Number
Email Address
NATIONAL HOUSING AUTHORITY – Dagat-Dagatan

OIC. District II NCR Ms. YOLANDA K. ABASTILLLAS
Trunk line Number
Email Address
NATIONAL POLICE COMMISSION

Director P/Inspector II HENRY F. ELNIDO
Trunk line Number
Email Address
NATIONAL STATISTICS OFFICE

Provincial Statistics Officer MA. FRANCIA NEPOMUCENO
Trunk line Number
Email Address
PAG-IBIG MUTUAL FUND

Branch Manager AMELIA L. TACANG
Telephone/ Fax Number 366 – 9480, 366 – 7943, 367 – 0718, 361 – 3389
Trunk line Number
Email Address
210
PAROLE AND PROBATION OFFICE

Chief Ms. EULALIA R. COLUMBRETIS
Telephone/ Fax Number 336 – 5709 Loc. 330
Trunk line Number
Email Address
PHILIPPINE NATIONAL POLICE

City Police Chief P/Sr. Supt. BARTOLOME R. BUSTAMANTE
Trunk line Number
Email Address
PHILIPPINE POSTAL CORPORATION

Post Master MARINO B. LONDON
Trunk line Number
Email Address
PHILIPPINE HEALTH INSURANCE CORPORATION

Service Office MICHAEL FUENTES
Trunk line Number
Email Address
PHILIPPINE NATIONAL RAILWAYS
General Manager Engr. JOSEPH ALLAN C. DILAY
Trunk line Number
Email Address
PUBLIC ATTORNEY’S OFFICE

District Public Attorney Atty. DAVIDSON T. SARMIENTO
Trunk line Number
Email Address
REGIONAL TRIAL COURT

Executive Judge Hon. ELENOR R. KWONG
Trunk line Number
Email Address
REGISTRY OF DEEDS
Chief Atty. DALISAY V. SACDALAN
Trunk line Number
Email Address
211
SOCIAL SECURITY SYSTEM

Branch Manager MILAGROS NAVA-CASUGA
Trunk line Number
Email Address sss.gov.ph
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

CAMANAVA Director Dir. MILAGROS LIWANAG
Trunk line Number
Email Address tesda_cmnv@yahoo.com
BARANGAY OFFICIALS
CALOOCAN CITY
BARANGAY 01
Barangay Captain CORNELIO B. BORJA
Address 153 La Torre St. Bisig ng Kabataan
Email Address
BARANGAY 02
Barangay Captain SANTIAGO P. GO
Address 32 Villa Maria St. Sangandaan
Email Address
BARANGAY 03
Barangay Captain MARIO M. CAJUCOM
Address 637 Villa Gutierrez St. Sangandaan
Email Address
BARANGAY 04
Barangay Captain MARICEL T. ENRILE
Telephone/ Fax Number 381 – 2123, 211- 3038
Address 41 Bisig ng Nayon St. Sangandaan
Email Address
BARANGAY 05
Barangay Captain RONALDO R. FERNANDO
Address 144, Gen. Geronimo cor. T. Bugallon St.
Email Address
212
BARANGAY 06
Barangay Captain CRISANTO R. AÑAS
Address 513 Julian Felipe St. Sangandaan
Email Address
BARANGAY 07
Barangay Captain DELFIN C. ZAMORA
Address 152 J. Ramos St.
Email Address
BARANGAY 08
Barangay Captain ERNESTO N. CUNANAN
Address 3772 Sinilyase Comp. Lapu-Lapu, Dagat-Dagatan
Email Address
BARANGAY 09
Barangay Captain LEANDRO M. BINUYA
Address 28 Plaridel St.
Email Address
BARANGAY 10
Barangay Captain JEROME L. SORIANO
Address 1495-C A. Mabini St.
Email Address
BARANGAY 11
Barangay Captain JACKIE M. CARLOS
Telephone/ Fax Number 425 – 2861, 401 – 1322, 09477852143
Address 127 Int. Lakas ng Mahirap St.
Email Address
BARANGAY 12
Barangay Captain ALFREDO P. DACLES
Address B33, LO8, Ph3, F1 Dagat-Dagatan
Email Address
BARANGAY 13
Barangay Captain EDGARDO G. REYES
Address 306 A. Bato St.
Email Address
213
BARANGAY 14
Barangay Captain ALEXANDER V. MANGASAR
Address B30 L13 F1 Dagat-Dagatan
Email Address
BARANGAY 15
Barangay Captain ENRIQUE G. SANTOS JR.
Address 365 A. Mabini St.
Email Address
BARANGAY 16
Barangay Captain NAZARIO D. BALDOZA
Address 224 Libis Espina
Email Address
BARANGAY 17
Barangay Captain CARLOS T. CELESTINO
Address 155 P. Zamora St.
Email Address
BARANGAY 18
Barangay Captain EMMA MARIE F. GALUPE
Address Libis Nadurata St.
Email Address
BARANGAY 19
Barangay Captain MANUEL Z. SIMPAUCO
Address 116 Don Antonio St.
Email Address
BARANGAY 20
Barangay Captain ROSA R. JUSTO
Address 78 Libis Orkana
Email Address
BARANGAY 21
Barangay Captain JONATHAN RELLY D. MAPUE
Address 107 Sampalukan St.
Email Address
214
BARANGAY 22
Barangay Captain RICARDO J. BAGUS
Address 27 C-23 Road
Email Address
BARANGAY 23
Barangay Captain JULIAN OLIVER B. SALES
Address 48 Rosa St., Kabulusan 1
Email Address
BARANGAY 24
Barangay Captain NORLANDO F. DIVINA
Address 161 Mithi St., Sampalukan
Email Address
BARANGAY 25
Barangay Captain ROMMEL B. BALAGOT
Address 42 C. Name St.
Email Address
BARANGAY 26
Barangay Captain EDNA I. JOAQUIN
Address 25 Silangan St., Maypajo
Email Address
BARANGAY 27
Barangay Captain MELVIN B. RUFINO
Telephone/ Fax Number 285 – 1023, 288 – 2350, 288 – 2357, 09994057765
Address 148 Pateros St., Maypajo
Email Address
BARANGAY 28
Barangay Captain EDGAR S. GALGANA
Telephone/ Fax Number 09236698397, 09278581588
Address 24 Kapanalig St.
Email Address
BARANGAY 29
Barangay Captain JOHN REY DG. NADURATA
Address A. Mabini St.
Email Address
215
BARANGAY 30
Barangay Captain WILFREDO D. GAGARIN
Address 132 Dimasalang St., Maypajo
Email Address
BARANGAY 31
Barangay Captain JOSE M. MERCADO
Address 163 E. Castillo St., Maypajo
Email Address
BARANGAY 32
Barangay Captain ALEJANDRO M. FERNANDEZ
Address 17 L. Lupa St., Maypajo
Email Address
BARANGAY 33
Barangay Captain PEPITO D. VALENTIN
Address 124 Int. 2, A. Mabini St., Maypajo
Email Address
BARANGAY 34
Barangay Captain ROSELLER N. ARCADIO
Address 123 B. Santos St. Isla San Juan, Maypajo
Email Address
BARANGAY 35
Barangay Captain ROGELIO M. MADALI
Address 3282 Sawata, Area 2, Maypajo
Email Address
BARANGAY 36
Barangay Captain ENRIQUE M. TALUB
Address 346 Raja Soliman St., Marulas
Email Address
BARANGAY 37
Barangay Captain REYNALDO T. MACABALO
Address 165 C. Name St., Marulas
Email Address
216
BARANGAY 38
Barangay Captain FRANCISCO G. SILVA
Address 286 Katipunan St., 2nd Avenue
Email Address
BARANGAY 39
Barangay Captain LODIMER S. CLAUDIO
Address 289 1st St., Grace Park
Email Address
BARANGAY 40
Barangay Captain ROLANDO T. HICBAN
Address 141-B 1st Avenue, Grace Park
Email Address
BARANGAY 41
Barangay Captain JOSE R. ALGER, JR.
Address 109 D. Alger St., 2nd Avenue, West Grace Park
Email Address
BARANGAY 42
Barangay Captain BENEDICT G. SALES
Address 35 C. Cordero St., 2nd Avenue
Email Address
BARANGAY 43
Barangay Captain BENITO A. CABRERA
Address 123 A. Bustamante St., 2nd Ave. West Grace Park
Email Address
BARANGAY 44
Barangay Captain MARC MERVILLE T. OROZCO
Address 330 P. Sevilla St., 3rd Avenue
Email Address
BARANGAY 45
Barangay Captain CLARITA P. RUZ
Address 60 C. F. Roxas St., 4th Avenue, West Grace Park
Email Address
217
BARANGAY 46
Barangay Captain FERDINAND S. OROZCO
Address 305 3rd Avenue cor. L. Nadurata St., Grace Park
Email Address
BARANGAY 47
Barangay Captain MANSUETO F. CUNANAN
Address 229 F. Roxas St., 4th Avenue, West Grace Park
Email Address
BARANGAY 48
Barangay Captain WILFREDO M. CAMUS
Address 60 4th Avenue, West Grace Park
Email Address
BARANGAY 49
Barangay Captain MARILYN M. SALONGA
Address 500 Int. 36 5th Avenue, Grace Park
Email Address
BARANGAY 50
Barangay Captain GERARDO B. CASTILLO
Address 19 Libis Nadurata, 5th Avenue, Grace Park
Email Address
BARANGAY 51
Barangay Captain RAY ANTHONY L. JOSE
Address F. Roxas, 5th Avenue, West Grace Park
Email Address
BARANGAY 52
Barangay Captain CHRISTOPHER C. AYAG
Address 196 H. Briones St., Caloocan City
Email Address
BARANGAY 53
Barangay Captain BERNARDO C. GO
Address 70 6th Avenue, West Grace Park
Email Address
218
BARANGAY 54
Barangay Captain IVY G. DOLOSO
Address 230 7th Avenue
Email Address
BARANGAY 55
Barangay Captain DARIUS C. ESTOQUIA
Address 255 – F P. Sevilla St., 6th Avenue
Email Address
BARANGAY 56
Barangay Captain ALLAN M. SORIANO
Address 8 West 7th Avenue, Grace Park
Email Address
BARANGAY 57
Barangay Captain NICANAOR M. BARBADO
Address 131 L. Nadurata, St. 8th Avenue
Email Address
BARANGAY 58
Barangay Captain JOSE LEOMAR V. RAMINEZ
Address 312 F Roxas St., 7th Ave. Grace Park
Email Address
BARANGAY 59
Barangay Captain ALMARIO C. DIWA
Address 23 8th Ave. cor. I Diwa St.
Email Address
BARANGAY 60
Barangay Captain ZOILO LUIS P. BAUTISTA
Address 189 L. Nadurata St., 10th Avenue
Email Address
BARANGAY 61
Barangay Captain REMIGIO B. BANGSIL SR.
Address 195 Del Mundo St., 10th Avenue
Email Address
219
BARANGAY 62
Barangay Captain EMMANUEL L. CALMA
Address 312 Del Mundo St., 10th Avenue
Email Address
BARANGAY 63
Barangay Captain ERLINDA R. GONZAGA
Address 139 9th Ave., West Grace Park
Email Address
BARANGAY 64
Barangay Captain DOMINADOR G. BANDONG
Address 58 M. Hizon St.
Email Address
BARANGAY 65 ISAIAS C. ARRIETA

Barangay Captain 361 – 2668, 330 – 7747
Telephone/ Fax Number 9B Vibora St. 10th Avenue
Address
Email Address
BARANGAY 66
Barangay Captain FERDINAND S. LAPIRA
Address 106M Stotsenburg St. 10th Avenue
Email Address
BARANGAY 67
Barangay Captain VERGEL J. DEVERA
Address 369 P. Sevilla St. 10th Avenue
Email Address
BARANGAY 68
Barangay Captain JERRBOY L. MAURICIO
Address 183 A. Del Mundo St. 11th Avenue
Email Address
BARANGAY 69
Barangay Captain ROBERTO C. LURES
Address 106 Baltazar St. 10th Avenue
Email Address
220
BARANGAY 70
Barangay Captain 366 – 0112, 09491285500
Telephone/ Fax Number 36 Esguerra St.
Address
Email Address
BARANGAY 71
Barangay Captain JUNER T. SALVADOR
Address 103 Francisco St. 10th Avenue
Email Address
BARANGAY 72
Barangay Captain JOSELITO S. CALAPATI
Address 39 Victory Liner Compound
Email Address
BARANGAY 73
Barangay Captain JOVENCIO T. LLENA
Telephone/ Fax Number 984 – 5846, 442-8591, 09158544160
Address 618 PNR Compound Samson Road
Email Address
BARANGAY 74
Barangay Captain ROMANO G. CARPIO
Address 186 Samson Road
Email Address
BARANGAY 75
Barangay Captain AUGUSTO G. NADAL
Address 11 Francisco St.
Email Address
BARANGAY 78
Barangay Captain JOSE PIERINO M. NICOLAS
Address 139 P. Valenzuela St.
Email Address
BARANGAY 77
Barangay Captain RODRIGO B. DEGUITO
Address 27 Caimito St., Monumento
Email Address
221
BARANGAY 78
Barangay Captain JOSE PIERINO M. NICOLAS
Address 139 P. Valenzuela St.
Email Address
BARANGAY 79
Barangay Captain EMMANUEL V. CRUZ
Address 79 Nangka Road
Email Address
BARANGAY 80
Barangay Captain ALFREDO L. ROQUE
Address 27 Greece Tech University Hills Subd. Samson Rd.
Email Address
BARANGAY 81
Barangay Captain JOSE BAYANI Q. CORONEL
Address 18 Atimoya St.
Email Address
BARANGAY 82
Barangay Captain LOIDA S. ALCEDO
Address 159 Gen. Tinio St.
Email Address
BARANGAY 83
Barangay Captain RICHARD H. AQUINO
Address 138 Guadalupe St. Morning Breeze Subdivision
Email Address
BARANGAY 84
Barangay Captain LAMBERTA A. BINUYA
Address 142 Asuncion St., Morning Breeze Subdivision
Email Address
BARANGAY 85
Barangay Captain JESUS BENJAMIN C. PLATA
Address 15 Concepcion St. Morning Breeze Subdivision
Email Address
222
BARANGAY 86
Barangay Captain BERNARD C. YUSON
Address 406 EDSA
Email Address
BARANGAY 87
Barangay Captain EDGAR ANTHONY M. OCAMPO
Address 55 William Shaw St., cor. A. De Jesus St.
Email Address
BARANGAY 88
Barangay Captain JEROME M. GERONIMO
Address 729 Tolentino St.
Email Address
BARANGAY 89
Barangay Captain CIPRIANO C. POZON JR.
Address 132 6th St., 11th Avenue
Email Address
BARANGAY 90
Barangay Captain WALTER S. ABEL
Address 224 Ma. Clara St., 11th Ave., Grace Park
Email Address
BARANGAY 91
Barangay Captain ALBERT P. BAÑEZ
Address 292 10th Avenue
Email Address
BARANGAY 92
Barangay Captain RICARDO C. GARCIA
Address 127 9th St. 12th Ave., East Grace Park
Email Address
BARANGAY 93
Barangay Captain MELQUIADES S. BONIFACIO, JR.
Address 93-C 10th St., 11th Ave., East Grace Park
Email Address
223
BARANGAY 94
Barangay Captain LYDIA A. MESINA
Address 136 P. Jacinto St.
Email Address
BARANGAY 95
Barangay Captain GRICELDA G. ISMAEL
Address 184 Bo. Pacinta St., 12th Avenue
Email Address
BARANGAY 96
Barangay Captain MARITES C. CUNANAN
Address 182-A Cruz St., 12th Avenue
Email Address
BARANGAY 97
Barangay Captain RICHARD B. AQUINO
Address 68 Ilang-ilang St., 11th Avenue
Email Address
BARANGAY 98
Barangay Captain ALMA U. MASANGCAY
Address 44 Meleguas St. 11th Avenue
Email Address
BARANGAY 99
Barangay Captain NOEL B. ZAMBRANO
Address 306 Dorotea Road, Balintawak
Email Address
BARANGAY 100
Barangay Captain RAUL R. SANAO
Address 31 J. Salas St., 11th Avenue
Email Address
BARANGAY 101
Barangay Captain MACARIO V. FERROLINO JR.
Address 207 Adalia St., 10th Avenue
Email Address
224
BARANGAY 102
Barangay Captain LEOPOLDO C. MANALILI
Address Unit 223 Bliss, 9th Ave. Extension
Email Address
BARANGAY 103
Barangay Captain ALFREDO H. ANG, JR.
Address 35 7th St., 9th Ave. East Grace Park
Email Address
BARANGAY 104
Barangay Captain JOSEPH A. ATANACIO
Address 152 6th St., 8th Avenue
Email Address
BARANGAY 105
Barangay Captain FLORDELIZA P. GERSABA
Address 608 Int. 7th Ave., East Grace Park
Email Address
BARANGAY 106
Barangay Captain FRANCISCO F. GUEVARRA
Address 152 M.H. del Pilar St., 9th Ave., East Grace Park
Email Address
BARANGAY 107
Barangay Captain ELEAZER G. DELFIN
Address 141 2nd St. 9th Ave., Grace Park
Email Address
BARANGAY 108
Barangay Captain ROWENA S. CABAL
Address 91 4th St. 8th Ave., Grace Park
Email Address
BARANGAY 109
Barangay Captain DOMINGO ADEC C. NOTARIO
Address 182 8th Ave., Grace Park
Email Address
225
BARANGAY 110
Barangay Captain ROMMEL Z. TULAGAN
Address 224 Ma. Clara St., 6th Ave. East Grace Park
Email Address
BARANGAY 111
Barangay Captain REYNALDO M. TUBERA
Address 133-A Mabalacat St., 6th Avenue
Email Address
BARANGAY 112
Barangay Captain PACIFICO P. CORPUZ
Address 563 Mabalacat St., 6th Avenue
Email Address
BARANGAY 113
Barangay Captain ARMANDO M. ESTOESTA
Address 236 Ma. Clara St. 5th Ave., Grace Park
Email Address
BARANGAY 114
Barangay Captain ARTURO T. MANABAT
Address 91 Josefina St., 6th Ave., East Grace Park
Email Address
BARANGAY 115
Barangay Captain RODEL D. ROBLES
Address 75 Dao St. 6th Ave., Grace Park
Email Address
BARANGAY 116
Barangay Captain ELISEO B. DE LEON
Address 13 5th St. 6th Ave., Grace Park
Email Address
BARANGAY 117
Barangay Captain NARCISCO S. VILLARAMA
Telephone/ Fax Number 366 – 6136, 09208760900, 09327629450
Address 197 Ma. Clara St. 5th Ave. Grace Park
Email Address
226
BARANGAY 118
Barangay Captain PROLLY B. BOLO
Address 317 BMBA Comp. 5th Ave. Grace Park
Email Address
BARANGAY 119
Barangay Captain DONATO B. MAGAT
Address 159-D Ma. Clara St. 3rd Ave. Grace Park
Email Address
BARANGAY 120
Barangay Captain ANTONIO O. DURAN
Address 61 Ma. Clara St. 2nd Ave., Grace Park
Email Address
BARANGAY 121
Barangay Captain LINALYN D, GABRIDO
Address 575 Bataan St. 7th Ave., East Grace Park
Email Address
BARANGAY 122
Barangay Captain CARMELITA M. OLIVA
Address 47 Bataan St., 7th Ave., East Grace Park
Email Address
BARANGAY 123
Barangay Captain MELVIE LOUIE T. MANALAYSAY
Address 101 6th St., 7th Ave., East Grace Park
Email Address
BARANGAY 124
Barangay Captain ROLDOLFO Q. GARCIA
Address 112 Quezon St., 6th Avenue
Email Address
BARANGAY 125
Barangay Captain JAIME S. SANCHEZ
Address 116 Tahimik St. Banal
Email Address
227
BARANGAY 126
Barangay Captain ROBERTO A. SARMIENTO
Address 116 Tahimik St., 6th Ave., Barrio San Jose
Email Address
BARANGAY 127
Barangay Captain ROBERT LEE N. VITUG
Address 7-A Dome St., Barrio San Jose
Email Address
BARANGAY 128
Barangay Captain RONALD G. ROMERO
Address 582 Tagaytay St. Barrio San Jose
Email Address
BARANGAY 129
Barangay Captain ROMUALDO A. REYES
Address 132 Benghagan St., Caloocan City
Email Address
BARANGAY 130
Barangay Captain WILMILSON D. AMOYO
Address 64 Agudo St., Barrio San Jose
Email Address
BARANGAY 131
Barangay Captain JOEL L. LOPEZ
Address 44n Tagaytay St., Barrio San Jose
Email Address
BARANGAY 132
Barangay Captain DANILO R. CARALDE JR.
Address 83 Gen. Concepcion St., Bagong Barrio
Email Address
BARANGAY 133
Barangay Captain EDMUNDO C. CO
Address 177 Int. 1 Repolyo Alley, Bagong Barrio
Email Address
228
BARANGAY 134
Barangay Captain DWIGHT L. MANCE
Address 44n Tagaytay St., Barrio San Jose
Email Address
BARANGAY 135
Barangay Captain LUZMINDA G. RAMAT
Address 314 EDSA cor. D. Arellano St.
Email Address
BARANGAY 136
Barangay Captain DORECO C. NOPAL
Address 33 E Tandang Sora St.
Email Address
BARANGAY 137
Barangay Captain DALE GONZALO R. MALAPITAN
Address 165 Tandang Sora St.
Email Address
BARANGAY 138
Barangay Captain EDUARDO. BADE
Address 21 G. De Jesus St., Bagong Barrio
Email Address
BARANGAY 139
Barangay Captain MICHAEL R. BRIVA
Email Address
BARANGAY 140
Barangay Captain TEODORO O. MORA, JR.
Address 48 Malolos Ave., Bagong Barrio
Email Address
BARANGAY 141
Barangay Captain ROMEO P. VALEMZUELA, SR.
Address 16 Zapote St., Bagong Barrio
Email Address
229
BARANGAY 142
Barangay Captain CHIRSTINE O. BIAGTAS
Address 19-C Mansanas St., Bagong Barrio
Email Address
BARANGAY 143
Barangay Captain GERARDO R. APOSTOL
Email Address
BARANGAY 144
Barangay Captain MANOLITO R. PASCUAL
Address 159-A Gen. Evangelista St. Bagong Barrio
Email Address
BARANGAY 145
Barangay Captain LEOPOLDO A. CAGAOAN
Address 185 Gen. Tirona St., Bagong Barrio
Email Address
BARANGAY 146
Barangay Captain TOMASITA S. LIM
Email Address
BARANGAY 147
Barangay Captain LUZ J. MABAYO
Address 96 Banal St., Bagong Barrio
Email Address
BARANGAY 148
Barangay Captain HERNANI R. DE JOSE
Address 169 Macopa St. Bagong Barrio
Email Address
BARANGAY 149
Barangay Captain DANTE A. ABUDA
Address 12 Reparo St. Bagong Barrio
Email Address
230
BARANGAY 150
Barangay Captain ROMYR S. TAN
Email Address
BARANGAY 151
Barangay Captain DOUGLAS C. DILAO
Address 8 Milagros Ext., Bagong Barrio
Email Address
BARANGAY 152
Barangay Captain CATALINO D. PETILLA
Address 168 Perta St. Bagong Barrio
Email Address
BARANGAY 153
Barangay Captain APOLLO M. CASTRO
Address 4 Macaneneng St., Bagong Barrio
Email Address
BARANGAY 154
Barangay Captain NICANOR P. REPOLLO
Address 200 Raminad St., Bagong Barrio
Email Address
BARANGAY 155
Barangay Captain MERCY L. REYES
Address 60 Rosario St., Bagong Barrio
Email Address
BARANGAY 156
Barangay Captain NAPOLEON R. ADVIENTO
Address 185 Doce – 36 St., East Bagong Barrio
Email Address
BARANGAY 157
Barangay Captain WILFREDO T. MAÑACOP
Address 84 Tieremas St. Bagong Barrio
Email Address
231
BARANGAY 158
Barangay Captain JOSE C. SICUANA JR.
Address 17 Baesa Road
Email Address
BARANGAY 159
Barangay Captain MYRNA U. LABING-ISA
Telephone/ Fax Number 330 – 4098, 362 -5619, 09196042057
Address 251 New Bayanihan St., Baesa
Email Address
BARANGAY 160
Barangay Captain RICARDO L. IGNACIO
Address 526 Prudencio St., Rubyville Subd., Baesa
Email Address
BARANGAY 161
Barangay Captain TIMOTEO G. GAJUDO
Address 258 Ananias St. Reparo St. Baesa
Email Address
BARANGAY 162
Barangay Captain GRACIANO D. RIVERA
Address 162 Cleofas St., Bartolome Comp., Sta. Quiteria
Email Address
BARANGAY 163
Barangay Captain RAFAEL C. CLEOFAS
Address Sta. Quiteria
Email Address
BARANGAY 164
Barangay Captain MILA J. UY
Address 13 Road 11 GSIS Hills, Talipapa
Email Address
BARANGAY 165
Barangay Captain GERARDO G. SANTIAGO
Address L22 Gemini St. C. G., Bagbaguin
Email Address
232
BARANGAY 166
Barangay Captain ONOFRE A. DELOS SANTOS
Address 714 Gen Luis, Kaybiga
Email Address
BARANGAY 167
Barangay Captain ROMEO F. MATIAS
Address 773 Llano Road B
Email Address
BARANGAY 168
Barangay Captain DIONISIO M. DOMINGO
Address 143 Deparo Road
Email Address
BARANGAY 169
Barangay Captain RUBEN N. GATCHALIAN
Address 11 Ninang Gemma St., BF Homes
Email Address
BARANGAY 170
Barangay Captain CRISOSTOMO R. CONTRERAS
Address BO3, L26, Emma St., Cefels Park Subd., Deparo
Email Address
BARANGAY 171
Barangay Captain ROMEO I. RIVERA
Address 1739 Ugnayan, Saranay, Bagumbong
Email Address
BARANGAY 172
Barangay Captain JAIME B. BARBARA
Address 14 Garnet St., Merry Homes II B
Email Address
BARANGAY 173
Barangay Captain ISAGANI A. ARAGDON SR.
Address P1 B18 L19 Quorum St., Senate Village
Email Address
233
BARANGAY 174
Barangay Captain ENRIQUE SJ. BUNAGS
Address 1459 Area B, Camarin
Email Address
BARANGAY 175
Barangay Captain RUBEN Z. DELA CRUZ
Address 664 Area A, Camarin
Email Address
BARANGAY 176
Barangay Captain JOEL S. BACOLOD
Address Ph-2, Pkg1, Blk24, Lot7, Bagong Silang
Email Address
BARANGAY 177
Barangay Captain DONATA D.G. JARITO
Address Ph-2, Pkg1, Blk24, Lot 7, Bagong Silang
Email Address
BARANGAY 178
Barangay Captain EDITHA B. LABASBAS
Address 331 M. Aquino St., Sto Niño, Camarin Area
Email Address
BARANGAY 179
Barangay Captain MARLON P. PALMERE
Address B2E Lot10 Dela Costa Homes
Email Address
BARANGAY 180
Barangay Captain INOCENCIO V. VALLES III
Address 567 Miramonte Parks Subd.
Email Address
BARANGAY 181
Barangay Captain LUCY FABULAR
Address 20 Araneta Ave., Pangarap Village
Email Address
234
BARANGAY 182
Barangay Captain ROWEL E. BRIN
Address 3 Banaba St., Pangarap Village
Email Address
BARANGAY 183
Barangay Captain MICHAEL T. PUNONGBAYAN
Address Blk 10 Lot 5 Mountain High Subd.
Email Address
BARANGAY 184
Barangay Captain ROMEO S. RAQUEDAN
Address 504 P. Eusebio St., Banker Village II
Email Address
BARANGAY 185
Barangay Captain RODOLFO D. OLIVA
Address 504 P. Eusebio St., Banker II
Email Address
BARANGAY 186
Barangay Captain JESUS M. BASMAYOR
Address 1403 Ignatius St., Barracks Tala
Email Address
BARANGAY 187
Barangay Captain FERDINAND E. MARCOS
Address 200 B. Sto. Niño, Tala
Email Address
BARANGAY 188
Barangay Captain EDRES R. DOMATO
Address P12 B54 L7 Tala
Email Address
235

Caloocan City Citizens Charter

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Caloocan City Citizens Charter

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CALOOCAN CITY CITIZEN’S CHARTER

Hon. Mayor OSCAR G. MALAPITAN

FAST FACTS ............................................................................................................................................... 1

WHAT’S IN THE NAME? .......................................................................................................................... 1

HISTORY IN RETROSPECT .................................................................................................................... 1

THE MAKING OF A CITY ......................................................................................................................... 2

GEOGRAPHY AND LOCATION ............................................................................................................. 2

TERRITORIAL COMPOSITION ........................................................................................................................ 3

COMPARATIVE POPULATION HISTORY ............................................................................................. 4

POPULATION SIZE ................................................................................................................................... 4

SOCIO-ECONOMIC PROFILE ............................................................................................................... 7

PROTECTIVE SERVICES ........................................................................................................................ 8

BUSINESS PERMIT AND LICENSING SERVICES ...................................................................... 9

CITY ENGINEERING DEPARTMENT .............................................................................................. 19

CITY HEALTH DEPARTMENT ........................................................................................................... 21

OFFICE OF THE CITY BUILDING OFFICIAL .............................................................................. 24

TRICYCLE AND PEDICAB REGULATORY SERVICES ............................................................ 30

BUREAU OF FIRE PROTECTION ..................................................................................................... 33

BUSINESS OBSTRUCTION CLEARANCE DIVISION .............................................................. 36

CITY GENERAL SERVICES OFFICE ............................................................................................... 37

CIVIL REGISTRY DEPARTMENT ..................................................................................................... 39

OFFICE OF THE LAND USE AND ZONING ADMINISTRATION.......................................... 46

PEOPLE’S LAW ENFORCEMENT BOARD .................................................................................... 52

PHILIPPINE NATIONAL POLICE ..................................................................................................... 53

CITY ASSESSOR’S OFFICE................................................................................................................ 55

CITY TREASURER’S OFFICE ............................................................................................................ 67

BARANGAY SECRETARIAT ............................................................................................................... 71

CALOOCAN CITY DISASTER RISK REDUCTION AND MANAGEMENT OFFICE ........ 74

CALOOCAN CITY MEDICAL CENTER ........................................................................................... 76

CALOOCAN CITY NORTH MEDICAL CENTER .......................................................................... 82

CALOOCAN WATERWORKS SYSTEM (PATUBIG) .................................................................. 87

CITY ACCOUNTANT’S OFFICE ........................................................................................................ 88

CITY BUDGET DEPARTMENT .......................................................................................................... 91

CITY LEGAL DEPARTMENT .............................................................................................................. 95

CITY LIBRARY SERVICES.................................................................................................................. 97

CITY PLANNING AND DEVELOPMENT DEPARTMENT ...................................................... 100

CITY SOCIAL WELFARE DEPARTMENT .................................................................................... 103

COMMUNITY RELATIONS SERVICES ........................................................................................ 119

CULTURAL AFFAIRS AND TOURISM OFFICE ........................................................................ 121

CITY ENVIRONMENTAL MANAGEMENT OFFICE ................................................................. 122

EXECUTIVE DIRECTION ................................................................................................................... 124

HUMAN RESOURCES MANAGEMENT SERVICES ................................................................. 137

INFORMATION TECHNOLOGY SERVICES ............................................................................... 143

INTERNAL AUDIT SERVICES OFFICE ........................................................................................ 145

LABOR AND INDUSTRIAL RELATIONS SERVICES .............................................................. 147

LIGA NG MGA BARANGAY .............................................................................................................. 154

OFFICE FOR THE URBAN POOR ................................................................................................... 156

OFFICE OF THE CITY ADMINISTRATOR................................................................................... 159

OFFICE OF THE CITY VETERINARIAN ...................................................................................... 162

OFFICE OF THE SENIOR CITIZENS AFFAIRS ........................................................................ 166

OFFICE OF THE VICE MAYOR ....................................................................................................... 168

PARKS AND RECREATION SERVICES ....................................................................................... 169

PUBLIC INFORMATION DIVISION ................................................................................................ 170

SANGGUNIANG PANLUNGSOD ..................................................................................................... 171

TRAFFIC ADJUDICATION BOARD DIVISION .......................................................................... 173

UNIVERSITY OF CALOOCAN CITY .............................................................................................. 174

PROCEDURE FOR FILING COMPLAINTS .................................................................................. 178

THROUGH e-mail OR FACEBOOK ACCOUNT ................................................................................ 178

THROUGH TEXT MESSAGE ............................................................................................................... 178

ANTI-RED TAPE ACT OF 2007 ....................................................................................................... 179

IMPLEMENTING RULES AND REGULATIONS ........................................................................ 186

TRANSPARENCY SEAL ..................................................................................................................... 197

DIRECTORY ............................................................................................................................................ 198

LOCAL GOVERNMENT OFFICES ............................................................................................... 198