NRO XII CITIZENS CHARTER as of Feb 2016

National Economic and Development Authority
Regional Office XII
National Economic and Development Authority, Regional Office XII
City of Koronadal, SOCCSKSARGEN Region
February 2016

2
Republic of the Philippines
National Economic and Development Authority, Regional Office XII
City of Koronadal, SOCCSKSARGEN Region
ARTURO G. VALERO, Ph.D.
Regional Director
i

Table of Contents
Foreword i
Table of Contents ii
List of Figures iii
Vision of NEDA Regional Office XII 1
Mission of the NEDA Regional Office XII 2
Structure and Location of the NEDA Regional Office XII 3-4
Functions of the NEDA Regional Office XII 5-6
Frontline Services of the NEDA Regional
Office XII and How to Avail Them 7-16
1. Provision of Technical Assistance to Clients 7-8
2. Project Evaluation 9-10
3. Provision of Plans, Economic Reports, and
Related Documents Requested by Clients 11-13
4. Project Monitoring and Evaluation 14-16
Procedure for Filing Complaints 17
What are the Grounds for Filing Grievance 17
How to File a Grievance 18
Who may File a Grievance 18
Where to File a Grievance Report 19
Feedback and Redress Mechanism 20
Customer Feedback Form 21
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List of Figures
Figure No. 1 The New NEDA Regional Office XII building
at PRGC, Brgy. Carpenter Hill, Koronadal City 4
Figure No. 2 Location of NEDA Regional Office XII building
at the PRGC, Carpenter Hill, Koronadal City 4
Figure No. 3 Provision of Technical Assistance to
Clients (RLAS, LGUS & General Public) 8
Figure No. 4 Provision of Project Evaluation Service 10
Figure No. 5 Provision of Plans, Economic Reports and
Related Similar Documents to Clients 13
Figure No. 6 Provision of Project Monitoring
and Evaluation Service 16
Figure No. 7 NEDA XII Service ID 22
iii

Vision
of NEDA Regional Office XII
1

6
Mission
of the NEDA Regional Office XII
As members of the NEDA family and of this nation,
We are committed to uphold the Constitution and
the ideals of a nation united.
Ours is the task to formulate development plans
and ensure that plan implementation achieves the
goals of national development.
In the performance of our mandate, we shall be
guided by the principles of private initiative and the
devolution of powers, that greater people
participation in the development process may be
achieved.
Guided by our faith in God and an inspired
leadership, our hallmarks as a development
institution shall be founded on unity, solidarity, and
on the integrity, professionalism and excellence of
each and every staff.
We shall be transparent in all our actions
and continue to adhere to the highest tenets of
public ethics.
For ours is a caring agency, responsive to the needs
of every member while working for the welfare of all.
2

Structure and Location of the
NEDA Regional Office XII
Structure
The NEDA Regional Office (NRO) XII was first established in Cotabato
City pursuant to Presidential Decree No. 742 dated 1 August 1975,
restructuring the regional groupings of the provinces in Mindanao, Basilan,
Sulu, and Tawi-Tawi. On 25 October 1975, NRO XII became operational with
the following divisions to facilitate its operations, namely: Plan Formulation
Division, Program Coordination Division, and Administrative Division.
The passage of Executive Order (EO) No. 320 dated 22 July 1987,
“Reorganizing the NEDA,” restructured the NEDA Regional Office divisions
into Macro-Intersectoral Coordination and Assistance Division (MICAD),
Economic Development Division (EDD), Social Development Division (SDD),
Infrastructure Development Division (IDD), and Operations Division (OD).
With the adoption of the functional structure proposed under the NEDA
Rationalization Plan per EO No. 366 dated 17 June 2013, the divisions were
again restructured into the Policy Formulation and Planning Division (PFPD),
Project Development, Investment Programming and Budget Division
(PDIPBD), Development Research Division (DRD), Project Monitoring and
Evaluation Division (PMED), and the Finance and Administrative Division
(FAD).
Physical Location
The NEDA Regional Office XII is presently located at the Prime Regional
Government Center (PRGC), Barangay Carpenter Hill, Koronadal City,
South Cotabato. The three-floor NRO XII building has a total area of 1,824
square meters and is located in a 2,168 sq. m. lot donated by the City
Government of Koronadal.
3

8
Figure 2: LOCATION OF NEDA REGIONAL OFFICE XII BUILDING AT
THE PRGC, BRGY. CARPENTER HILL, KORONADAL CITY
Figure 1: THE NEW NEDA REGIONAL OFFICE XII BUILDING AT THE
PRGC, BRGY. CARPENTER HILL, KORONADAL CITY
4

Functions
1. Serve as the Technical Secretariat
of the Regional Development
Council (RDC), particularly in the
coordination of the formulation,
updating, and implementation of
plans and investment programs at
the regional level;
2. Provide technical assistance to regional line agencies, local
government units, other regional development coordinating bodies,
and other stakeholders in the region in identifying and developing
regional programs and projects;
3. Evaluate and review proposed programs and projects in the region
requiring RDC action, which include, among others, proposals
requiring NEDA Board Investment Coordinating Committee (ICC)
clearance and for funding of the National Government, Official
Development Assistance (ODA), and other government fund
sources;
4. Monitor, assess, and prepare status reports of regional socio-
economic performance and implementation of major programs and
projects in the region;
5. Conduct studies, researches, and policy reviews;
6. Coordinate with regional offices of other departments and
agencies in providing technical assistance to the local government
units in the region in the areas of development planning,
investment programming, budgeting, and monitoring and
evaluation;
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7. Establish, maintain, and manage computer/electronic-based
information systems network on socio-economic indicators and
development programs and projects;
8. Provide support to continuing peace and development initiatives in
Southern Philippines;
9. Advocate, communicate, and disseminate information on national
policies, thrusts, and priorities affecting regional development;
10. Coordinate and manage special projects/activities; and
11. Perform such other tasks as may be assigned by the Director-
General, Deputy Director-General and Assistant Director-General
for Regional Development, and other NEDA officials.
6

Frontline Services
and How to Avail Them
1. Provision of Technical Assistance to Clients
1st
/2nd
Floors, NEDA Regional Office XII
Prime Regional Government Center, Barangay Carpenter Hill,
City of Koronadal 9506, South Cotabato
Tel.No. (083) 228-9203/(083) 228-6211
Division in-Charge: All Technical Divisions (2nd
Floor)
Finance and Administrative Division (FAD) (1st
Floor)
Provision of technical assistance is one of the Major Final Outputs of the NEDA
Regional Office XII. Technical assistance is provided by all the technical divisions
and FAD in the form of data and other information, resource person services, and
consultative conferences along the areas of development planning, policy
formulation, project development, investment programming, project monitoring and
evaluation, regional and physical planning, human resource development, and
performance and financial management.
If available, requested data can be provided within 20 minutes.
Who Can Avail of the Service:
Regional line agencies, local government units, other government entities, private
sector organizations, the academe, and the general public
Requirements: Accomplished NEDA XII Visitor’s Slip
Letter Request to the NEDA XII Regional Director
Schedule of Availability of Service: Monday-Friday
7:00 AM –6:00PM
Fees: None
How to Avail of the Service: (see Figure 1)
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Figure 3. PROVISION OF TECHNICAL ASSISTANCE TO CLIENTS
(RLAs, LGUs & THE PSOs, THE ACADEME & GENERAL PUBLIC)
CLIENT
DESK OFFICER -
PUBLIC
ASSISTANCE &
COMPLAINTS
DESK (DO-PACD)
TECHNICAL
STAFF/FINANCE
AND
ADMINISTRATIVE
STAFF
Submits letter(s) for technical
assistance request (1 minute)
If technical assistance is
available, refers the request to
appropriate division
(1 minute)
Provides data/information as
requested
(15 minutes)
If not available, refers the
request to appropriate agency
or data source via telephone
call(1 minute)
Upon completion of technical
assistance, client accomplishes
customer feedback form and
submits to DO-PACD
(2 minutes)
Requests client to fill up NEDA
visitors slip indicating technical
assistance requested
(1 minute)
8

2. Project Evaluation
1st
/2nd
Tel. No. (083) 228-9203/ (083) 228-6211
Division in-Charge: Project Development, Investment Programming and Budget
Division (2nd
Floor)
Project evaluation is one of the Major Final Outputs of the NEDA Regional
Office XII. It is the process of determining how well a project meets the objective for
which it has been designed and establishing the major aspects of its feasibility in
order to eliminate waste of resources.
The transaction can be normally completed in 90 days (1 quarter). In case of
more complex project proposals, including circumstances beyond the control of the
office, a transaction may be completed in 115 days.
Regional line agencies, local government units, state universities and colleges, and
private entities with project proposals involving the utilization of government financial
resources and Official Development Assistance (project funds to be provided by
bilateral and multilateral development agencies)
Requirements: Letter Request to the NEDA XII Regional Director
Project proposal document
Accomplished NEDA XII Visitor’s Slip
7:00 AM –6:00 PM
Fees: None
9

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Figure 4. PROVISION OF PROJECT EVALUATION SERVICES
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3. Provision of Plans, Economic Reports, and Related
Documents Requested by Walk-In Clients
1st
/2nd
Tel. No. (083) 228-9203/(083) 228-6211
Division in-Charge: All Technical Divisions (2nd
Floor)
The Policy Formulation and Planning Division(PFPD) of NEDA Regional Office
XII coordinates the formulation and updating of all planning related documents, such
as the Regional Development Plan (RDP) and the Regional Spatial Development
Framework (RSDF) in coordination with all stakeholders. It also conducts and
prepares periodic plan implementation assessment reports, such as the Annual
Regional Development Report (RDR), quarterly Regional Economic Situationer
(RES), and other similar socio-economic reports.
The Project Development, Investment Programming, and Budget Division
(PDIPBD) coordinates the preparation and updating of the Regional Development
Investment Program (RDIP) and the Annual Investment Program (AIP). It also
provides technical assistance to the Regional Development Council in the review of
the annual budget proposals of regional line agencies, state universities and
colleges, and other national government instrumentalities in the region and prepares
budget proposal tracking reports.
The Development Research Division (DRD) coordinates the preparation and
updating of the Regional Development Research Agenda (RDRA), and the Regional
Socio-Economic Profile (RSEP), as well as the preparation and publication of the
Regional Development Updates (RDU).
The Project Monitoring and Evaluation Division (PMED) coordinates the
preparation and updating of Regional Results Matrices (RRM), which serves as
basis in monitoring the RDP implementation.
If extra hard copies area available, it would take approximately six (6) minutes to
act on any request for a copy of the abovementioned documents. The documents
may be provided in electronic form and PDF format. The time frame for the provision
of an electronic copy in PDF format of any requested document can be granted after
a copy can be transferred in a CD/DVD.
Regional line agencies, local government units, other government entities, academe,
private organizations, and the general public

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Requirements: Letter Request to the NEDA XII Regional Director
Accomplished NEDA XII Visitor’s Slip
7:00 AM –6:00 PM
Fees: None

CLIENT
DESK OFFICER –
PUBLIC ASSISTANCE
& COMPLAINTS DESK
TECHNICAL
STAFF
Submits letter request to the NEDA XII Regional Director for any or all of the following:
 Requests for Plans: Regional Development Plan (RDP) and Regional Physical Framework
Plan (RPFP)
 Requests for Socio-Economic Reports: Regional Development Report (RDR) and Annual
and Quarterly Regional Economic Situationer (RES)
 Requests for other documents, such as the RDIP, AIP, RDRA, RRM, RDU, among others.
 Requests client to fill-up NEDA assistance slip indicating type of
reference document requested
 Process time: 2 minutes
If requested document is available,
refers the request to concerned
division (1 minute). If the preferred
copy is in electronic form, concerned
division facilitates reproduction of the
document in either CD or DVD.
If requested document is not
available, refers the request to
appropriate agency/data source
(1 minute)
 Provides RDP, RPFP, RDR, Annual RES, QRES for reference (3 minutes)
 Upon provision of service, walk-in clients return NEDA assistance slip to OD-PACD
(2 minutes)
Figure 5. PROVISION OF PLANS, ECONOMIC REPORTS, AND RELATED DOCUMENTS

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4. Project Monitoring and Evaluation
1st
/2nd
Prime Regional Government Center, Barangay Carpenter Hill
Tel. No. (083) 228-9203/(083) 228-6211
Division in-Charge: Project Monitoring and Evaluation Division (2nd
Floor)
The Project Monitoring and Evaluation Division conducts quarterly field
monitoring visits to major/critical programs and projects implemented in Region XII.
It is usually undertaken within a period of 3-5 days depending on the number of
projects to be monitored. Special field monitoring visits are also conducted for
programs and projects confronted with implementation problems and issues and/or
those identified as priority of the national government.
A Problem-Solving Session (PSS) is conducted after every field monitoring
visit to obtain maximum benefit from the information made available by the
monitoring and evaluation activity. It is participated in by the members of the RPMC
XII, implementing agencies, concerned LGUs where the project monitored is located
and other stakeholders. It provides the forum where problems/issues relative to
project implementation can be discussed and resolved. All recommendations and/or
issues that that could not be resolved during the PSS are submitted to the Regional
Development Council (RDC) XII for appropriate action.
NEDA XII, as the RPMC XII Secretariat, prepares the annual work program
and monitoring plan of the Committee. It generates and consolidates the quarterly
program/project progress reports from implementing agencies on major
programs/projects, which serve as inputs to the selection of particular programs and
projects to be monitored. It likewise prepares the individual project field
monitoring/PSS reports of
projects visited and on the
conduct PSS for the
concurrence/approval of
RDC XII. Further, it
submits quarterly reports
to the National Project
Monitoring Committee
(NPMC) on status of
program/project
implementation, RPMC
XII accomplishments and
unresolved issues and
concerns needing
intervention of NPMC.

15
LGUs, the private sector, national and regional offices of the National
Government, and the general public may request information on the final results of
project monitoring and evaluation reports, subject to the approval of the NEDA XII
Regional Director. If the requesting entity prefers the document in electronic form,
the division-in-charge can facilitate its reproduction in a CD or DVD. To ensure no
alteration of requested document, it shall be provided in PDF format. The time
frame for the provision of the requested document shall be dependent on the time of
its electronic reproduction, if preferred by the requesting entity.
Requirement: Letter request to the NEDA XII Regional Director
7:00 AM –6:00 PM
Fees: None

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OR
OR
Figure 6. PROVISION OF PROJECT MONITORING AND EVALUATION SERVICE
RPMC-MT conducts post-monitoring meeting to discuss
and consolidate team’s findings and recommendations
(4 hrs)
RPMC XII conducts problem-solving session with the
implementing agencies to discuss the monitoring reports
and to resolve implementation issues and concerns
(6 hours)
RPMC-MT conducts coordination meeting with
implementing agencies, conducts actual field visit, and
exit conference with implementing agencies
(2-3days)
Desk Officer-PACD receives request (1 min)
Desk Officer-PACD forwards request to ORD (1 min)
ORD evaluates request and forwards to PMED for
appropriate action (1 min)
PMED requests from the
concerned implementing
agency/ies for pertinent
data/info (POW, progress
report, etc.)(30 min/agency)
PMED evaluates the response and/or data submitted
(30 min/project)
PMED prepares proposal
(memo, itinerary, list of
projects to be visited and
budgetary requirements) for
project field monitoring visits
for the approval of the ORD
(1 day)
if approved, PMED coordinates/communicates with the
concerned implementing agency/ies and members of the
RPMC XII monitoring team (RPMC-RMT) on the conduct
of actual project monitoring visit
(10 min/agency or member)
RPMC XII presents its findings and recommendations on
the projects monitored and deliberated to RDC XII for
concurrence/appropriate action (30min)
RPMC XII/PMED incorporates RDC XII
actions/recommendations to the final project monitoring reports
and forwards the same to concerned implementing agency/ies
and/or LGUs for information and appropriate action
(20 min/project)
RPMC XII/PMED submits/provides report and resolution to
concerned implementing agencies, agency central office
and/or LGUs for information/ appropriate action
(30 min/agency)
RDC XII secretariat requests for updates on actions taken
regarding RDC XII resolutions and conducts other
necessary follow-through actions when necessary
(10 min/project)
PMED evaluates the request and acknowledge the
sender (30 min)
PMED refers the
complaint/matter
to concerned
implementing
agency/ies for
comment
(1hour)
If urgent, PMED schedules for
RPMC XII special project field
monitoring visit and/or
includes in the regular
quarterly monitoring visits
which is based on the
monitoring plan
(10 min)
PMED prepares individual project monitoring reports
(2 hours/project)
RPMC XII/PMED submits report to National Project
Monitoring Committee (NPMC), monitoring and evaluation
staff of NEDA CO and Presidential Management Staff
(PMS) re: issues/concerns needing their
action/intervention (1.5hours)
PMED
communicates
with proponent
on the response
of concerned
implementing
agency/ies
(30 min)
RPMC XII/PMED prepares appropriate RDC XII resolutions
(45 min/resolution)
RDC XII secretariat feeds back to proponent the action
taken by the concerned agencies/entities
(10 min/project)

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Procedure for
Filing Complaints
The NEDA Regional Office XII shall
adopt the Bilis Aksyon, a
component of the “Mamamayan
Muna, Hindi Mamaya Na” program
of the Civil service Commission to act
and resolve any complaint or
grievance filed against its employee.
Bilis Aksyon is a quick process of
resolving grievances against a
government employee for
discourtesy, red tape, failure to
attend to clients or act promptly on
public transactions, and other similar
acts.
What are the groundsfor filing grievance?
1. Discourtesy in the course of official duties;
2. Failure to attend to anyone who wants to avail of the services of the office, or
to act promptly and expeditiously on public transactions;
3. Failure of the employee to give clear instructions to clients or shuttling clients
from one table to another; and
4. Any act or conduct analogous/similar to the foregoing.

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How to file grievance?
A grievance may be reported orally or in writing. The FAD-Public
Assistance and Complaints Desk shall document the complaint/grievance
using the prescribed form.
Who may filea grievance?
Any individual subjected to any discourteous act by a government official
or employee: not served promptly, not given clear instruction/s on the
process involved in the transaction or inquiry and was required to go from
one table/unit to another in connection with his transaction or subjected to
any similar act, may file a grievance.

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Where to file a grievance report?
Contact Person Address Contact Details
Arturo G. Valero, Ph.D.
Regional Director
PRIME Regional Government
Center, Brgy. Carpenter Hill,
City of Koronadal 9506
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Noel E. Quiratman
Asst. Regional Director
Center, Brgy. Carpenter Hill, City
of Koronadal 9506
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Maria Felicidad R. Guerrero
Chief EDS, PPFD
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Ma. Lulu E. Valencia
Chief EDS, PMED
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Rosa D. Lemana
Chief EDS, DRD
PRIME Region 12 Center, Barangay
Carpenter Hill,
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Juliet G. Bolando
Chief EDS, PDIPBD
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Julie Esperanza B. Chung
Chief Administrative Officer
Finance and Administrative
Division
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Lalaine M. Sajelan
Supervising Adm. Officer
Bilis Aksyon Partner
South Cotabato
Office Tel. (083) 228-9203
(083) 228-6211
Grace B. Saqueton
Regional Director
CSC Regional Office XII
Gov. Gutierrez Avenue,
Cotabato City
Office Tel. (064) 552-1118
Teresita R. Antolin
Field Director
CSC FO – Cotabato City
DPWH Compound,
Cotabato City
Office Tel. (064) 421-1915

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Feedback and
Redress Mechanisms
The NEDA RO XII Feedback and Redress Mechanism are instruments
institutionalized by the office to solicit comments, suggestions, other commendation
from its clients and stakeholders. These mechanisms will also serve as a venue for
the redress of clients’ grievance or complaints related to delivery of the regional
office’s frontline services.
How do you find our services at the NEDA Regional Office XII? The office
personnel would be glad to receive your feedback (commendations,
comments, suggestions).
Your responses will help improve the quality of our service and strengthen the
agency’s best practices for effective public service. We are committed to providing
you the best since PUBLIC service is our concern. We will appreciate
receiving your feedback, in any of the following:
 Accomplish our Customer Feedback Form available at the Public Assistance
and Complaints Desk- Finance and Administrative Division and drop it at the
“Mamamayan Muna, Hindi Mamaya Na” Suggestion Box.
 E-mail us at nedaxii@gmail.com; neda xii@yahoo.com
 Call us at the Public Assistance Hotlines (083) 228-9203/(083) 228-6211.
 Visit our Public Assistance and Complaints Desk- Finance and Administrative
Division. We would be happy to serve you.

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Customer Feedback Form
The NEDA Regional Office XII is committed to serve the public with integrity,
professionalism, transparency, and excellence. We are requesting your honest assessment
of the services provided to the public. We value your opinion because you are important to
us. We assure you that all your responses shall be treated with utmost confidentiality.
Using the scale of 1 to 4, please rate the following statements by checking the
appropriate box:
1 - Strongly Disagree 2 - Disagree 3 - Agree 4 - Strongly Agree
Other Comment/s:
_________________________________________________________________________
_________________________________________________________________________
Commendations:
_________________________________________________________________________
_________________________________________________________________________
Please give suggestion/s on how we can improve our services.
_________________________________________________________________________
Name (optional) __________________________ Office/Agency ____________________
Address __________________________________________________________________
Contact Number (if any) ________________ E-mail Address (if any) ________________
Signature _________________________ Date ______________________________
I T E M
Strongly
Disagree
(1)
Disagree
(2)
Agree
(3)
Strongly
Agree
(4)
A. On Entering the NEDA Regional Office XII - The guard is:
1. Courteous and respectful
2. Greets the client with a smile
3. Helpful
B. The Officer of the Day - Public Assistance and Complaints Desk is:
1. Courteous and respectful
2. Shows willingness to help
customer
3. Knowledgeable
4. Precise and clear in giving
instructions
5. Is dressed appropriately
C. The quality of service provided by the concerned staff is:
Name of Attending Officer (Pls. identify):
1. Prompt
2. Efficient
3. Reliable

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Front Back
Figure 7
NEDA XII Service ID

NRO XII CITIZENS CHARTER as of Feb 2016

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