Citizens Manual 2016_BEGINNING.pdfLNU Citizens Charter 2016 LNU Citizens Charter 2016 LEYTE NORMAL...

LNU Citizens Charter 2016 LNU Citizens Charter 2016

LEYTE NORMAL UNIVERSITY LEYTE NORMAL UNIVERSITY

C E R T I F I C A T I O N

THIS IS TO CERTIFY THAT THE LEYTE NORMAL

UNIVERSITY (LNU), FACULTY AND PERSONNEL,

DO HEREBY SOLEMNLY SWEAR THAT THEY

SHALL CARRY OUT THE DUTIES AND

RESPONSIBILITIES FAITHFULLY

AND WELL AND THAT THEY

SHALL RENDER PROMPT,

COURTEOUS, EFFICIENT

AND EFFECTIVE SERVICE

TO ALL OUR

CLIENTS

AT

ALL TIMES

JUDE A. DUARTE, D.P.A.

University President

TABLE OF CONTENTS

Foreword iii

Vision and Mission iv

The Making of Leyte Normal University v

Performance Pledge vi

Procedure for Filling Complaints vii Management Information System 1

Cashier’s Office 6 Registrar’s Office 12

Accounting Office 17

Medical and Dental 22

Library 25

48 i



Office of the Student Affairs 26 Dormitory 29

Human Resource Management Office 31 Records 34 Human Resource Development Center Technical Services & Audio Visual Studio 37 Physical Plant Supervisor Unit 39

Supply Unit 41 Bids and Awards Committee 42 Clients Feedback Form 46 Feedback Form 47

Certification 48

Leyte Normal University Feedback Form (Pananaw o Puna)

Please let us know how we have served you. You may use this form for compliments, complaints, or suggestions. Simply check the corresponding box. (Ipaalam po ninyo sa amin kung paano naming kayo napaglingkuran. Maaring gamitin ito para sa papuri, reklamo, o mungkahi. Mangyaring i-tsek lamang ang kahong naaayon)

Compliment Complaint Suggestion (Papuri) (Reklamo) (Mungkahi) Person(s)/Unit/Office Concerned or Involved: _________________________________________________________ (Mga) tao/pangkat/tanggapan na may kinalaman sa papuri, reklamo o mungkahi: ___________________________________________ Facts or Details Surrounding the Incident: (Kaganapan o detalyeng bumabalot sa pangyayari) _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ (Please use additional sheet/s if necessary) (Mangyaring gumamit ng karagdagang papel kung kinakailanga.) Recommendation(s)/Suggestions(s)/Desired Action from our Office (Rekomendasyon/Mungkahi/Nais na aksyon mula sa aming tanggapan) _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ (Please use additional sheet/s if necessary) (Mangyaring gumamit ng karagdagang papel kung kinakailanga.) Name [OPTIONAL]:____________________________________ Office/Agency: _________________________________ (Pangalan) (Tanggapan) Address: ___________________________________________________________________________________________ (Tirahan) Contact Number(s) (if any): _____________________________ E-mail Address (if any): __________________________ (Telepono)

Signature: ___________________________________________ Date: _________________________________________ (Lagda) (Petsa)

ii 47



Leyte Normal University Clients Feedback Form

Date: _____________________ Time: ___________________ Name of LNU Office Visited: __________________________________________________________________________________________ Name of LNU Employee: ____________________________________________________________________________________________ Client’s Name _____________________________________________________________________________________________________ Contact Number ___________________________________________________________________________________________________ Position/Designation:________________________________________________________________________________________________ Office Name & Address _____________________________________________________________________________________________

Sex: Age Group:

Male Below 15 31-40 51-60 Female 18-30 41-50 61 and above Purpose of Visit: Securing Records: Other Services: -Appointment -Library -Authentication -Student -Certification -Research -Service Records -Deans -Leave Balances -Unit Chairs -Service Credits -Directors -Transcript of Records -Other -Good Moral -Diploma -Others Part I: Customer Satisfaction Rating How do you rate our services? -Outstanding -Unsatisfactory -Very Satisfactory -Poor -Satisfactory Part II: Customer Feedback

1. Please check if you are providing a compliment, suggestion or complaint: - Complement - Suggestion - Complaint 2. Facts or details of the incident:

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

3. Recommendations/Suggestions/Desired action from the office: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Note: Please put this form in the drop box at the Public Assistance Desk.

FOREWORD

Service quality is gauged and determined to a large measure at the frontline service to clients, to ensure the Leyte Normal University compliance with Republic Act No. 9485 or the Anti-Red Tape Act (ARTA). Perceptions, patience and humility are created at the frontlines. It is for these reasons that the University was fortunate that this specific law, (ARTA), provided additional reason to underscore the importance of effective and efficient frontline services.

The Leyte Normal University has to abide this law, thus its Citizen’s

Charter has crafted and updated, as a quick guide to the frontline services. The LNU Citizen’s Charter was drawn up and updated to facilitate

frontline services transactions. It forms part of the solution to end complaints on laborious, lengthy procedures and bring to the fore pleasant, reliable and dependable engagement between the clients and the public – which is how government services should always be.

JUDE A. DUARTE, DPA University President



Sex: Age Group:



_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


FOREWORD






46 iii



Our Vision

A leading university of education and

diverse disciplines attuned to local and global development needs.

Our Mission

To produce top performing professionals equipped to engage on knowledge and

technology production to develop a sustainable society.

Schedule of Availability of Service: Monday to Friday, 8:00am to 5:00 p.m. Eligible to Avail of the Service:

External Clientele (Suppliers, Contractors and Consultants) Internal Clientele (Procurement Management Officers –PMOS)

How to Avail of the Service: Alternative Method of Procurement - Negotiated/shopping/direct contacting

Step Applicant/Client Service Provider Duration of Activity

Person In Charge

Fees Forms

1 Request supplemental PPMP

Issues a blank PPMP Form

immediately BAC None PPMP

2 Certifies availability of funds for requested items.

Budget Officer

3 Issues a resolution recommending the appropriate alternative method of procurement ( route resolution)

10 minutes BAC Secretariat/ BACMembers/ HOPE

4 Serve RFQ to bidders

Prepare Request for Quotation (RFQ)

Supply office RFQ

5 Give the RFQ to the canvasser

6 Submit the quotation

Open the bid and determines the Lowest Calculated & Responsive Bid (LCRB)

1 hour BAC/ Secretariat BAC Member

7 Prepares abstract of bids

1 day Supply office

8 Sign the abtract of bids

Route the abstract of bids

10 minutes BACSecretariat/ BAC Members

End of transaction

iv 45LNU Citizens Charter 2016 LNU Citizens Charter 2016


4 Pay at the Cashier

Issue Official Receipt

5 minutes Cashier’s office

5 Present the official receipt & fill up the Issuance of Bidding Documents Form

Give bidding documents to the bidder/supplier

2 minutes BAC Secretariat Issuance of Bidding Documents

6 Submit bid proposal

Stamp received the bid offer and signs the same as to date and time received Conduct post qualification on the winning bidder Issuance of Notice of Post-Qualification to the winning bidder Prepare the Notice of Award and the contract of Agreement to be signed by the Procuring Entity

Immediately 3 days 1 day 5 days

BAC Secretariat Chairman/BAC Member/BAC Secretariat BAC Secretariat/ Member/BAC Chairman/BAC Member/BAC Secretariat/HOPE

7 Receive the signed NOA and Contract and Furnished the BAC with the performance security

Received the performance security and prepare the corresponding NTP

5 days Chairman/ BAC Member/ BAC Secretariat/ HOPE

End of Transaction

THE MAKING OF LEYTE NORMAL UNIVERSITY The history of Leyte State College now Leyte Normal University dates back and starts here in 1921 when it came into being as the Provincial Normal School. It eventually outgrew its base, becoming a two year collegiate training institution in 1938. Known as the Leyte Normal School, it became a degree-granting four-year college complete with training department in 1952. Then on June 14, 1976, it was converted into Leyte State College when the late President Ferdinand E. Marcos signed Presidential Decree No. 944, authorizing the college to operate its own charter. With the full trust and confidence in the institution itself the former Congressman of the First District of Leyte, Hon. Cirilo Roy Montejo introduced and filed House Bill No. 22 proposing the conversion of Leyte State College into a University. The said bill was co-sponsored in the Senate by no less than the Chairman of the Education Committee, Hon. Letecia Ramos-Shahani. The same bill was enacted into law under Republic Act No. 7910 finally converting the Leyte Normal University on February 23, 1995.

44 v
















End of Transaction


44 v



Our Vision



Our Mission







Person In Charge

Fees Forms





Budget Officer





Supply office RFQ






1 day Supply office




End of transaction

iv 45LNU Citizens Charter 2016 LNU Citizens Charter 2016















End of Transaction


44 v
















End of Transaction


44 v



PERFORMANCE PLEDGE

We the Leyte Normal University officials and employees commit to Responsive, Courteous, Accessible, Effective and Efficient public service to all clients at all times by;

Serving our clients promptly, efficiently, and with utmost courtesy by authorized personnel with proper identification from Mondays to Fridays, 8:00 a.m. to 5:00 p.m. and 9:00 am to 6:00 p.m., without noon break;

Ensuring strict compliance with service standards,

with written explanation for any delays in frontline services;

Responding to your complaint about our services the soonest or within the day through Public Assistance Desk, and taking corrective measures;

Valuing every client’s comments, suggestions, and needs, such as the differently-abled, pregnant women, and senior citizens; and

Empowering the public through an access to information on our curricular offerings, programs and other services through our website (www.lnu.edu.ph)

All these we pledge, because all STUDENTS and CLIENTS deserve no less.


External Clientele (Suppliers, Contractors and Consultants) How to Avail of the Service: Sale of Bidding Documents

Step Applicant/Client Service Provider

Duration of Activity

Person In Charge Fees Forms

1 Participate in Pre-bid conference

Procurement Process - Bidding for Goods, Infra & Consulting Services Prepare Invitation to Bid & Bid Documents (Goods) Prepare Invitation to Bid & Bid Documents (Infra) Prepare Request for Expression of Interest Post in PhilGEPS, newspaper, websites, Bulletin Board Conduct conferences

Earliest possible time- 28 c.d for goods, infra & 34 c.d for consulting services

Chairman/BAC Member/BAC Secretariat BAC Member/BAC Secretariat BAC Member/BAC Secretariat BAC Member/ BAC Secretariat BAC Secretariat BACChairman/BAC Members/BAC Secretariat

IB, REI &BDS

2 Participate in the bidding of Good, Infra & consulting Services

Document attendance and answer bidder’s inquiries

Immediately BAC Secretariat Amount varies depending on the project to be procured

Order of Payment

3 Request Payment Order for Bid Documents

Issue payment order

vi 43LNU Citizens Charter 2016 LNU Citizens Charter 2016


BIDS AND AWARDS COMMITTEE Schedule of Availability of Service: Monday to Friday, 8:00am to 5:00 p.m. Eligible to Avail of the Service:

Internal Clientele (Procurement Management Officers –PMOS)

How to Avail of the Service:

PROCEDURE FOR FILING COMPLAINTS

Any complaint should be written on a Complaints Form that can be obtained from the Office of the Vice-President for Administration & Finance or the Office of the Vice-President for Academic Affairs.

Within three days after the filing of a Complaint, the matter will be taken up by the Complaints Committee composed of the two VPs, the Dean concerned, the Chief Administrative Officer concerned, and the Unit Head concerned. Both the complainant and the subject of the complaint will be informed of the decision/action of the Committee through the VP concerned not later than one day after the decision/action is determined.


Person In Charge

Fees Forms

1

Submit Project Procurement Management Plan (PPMP)

Consolidate PPMP into APP by fund and submit to Budget Office, COA, Accounting & Supply Office

2 months

BAC Secretariat

None

PPMP

2

Prepare Agency Procurement Request(APR) for common office supplies -items available at P.S. Identify projects for public bidding Identify items for Alternative Method of Procurement

1 hour

BAC Secretariat

APR

End of transaction

42 vii










Person In Charge

Fees Forms

1



2 months

BAC Secretariat

None

PPMP

2


1 hour

BAC Secretariat

APR

End of transaction

42 vii



FEEDBACK AND REDRESS MECHANISM

Please give us feedback on how we have served you by doing any of the following:

Accomplish our Feedback Form available in the offices and put this drop box at the Public Assistance Desk.

Send your feedback through e-mail (www.lnu.edu.ph) or call us at our landline +63 321-2176 & +63 325-6122.

Talk to our OFFICER of the DAY.

If you are not satisfied with our service, your written/verbal complaints shall immediately be attended to by the Officer of the Day at the Public Assistance Desk.

THANK YOU for playing a role in the University’s effort in providing excellent service to our stakeholders.

SUPPLY UNIT Frontline Service: Request for Supply Services Schedule of Availability of Service: Monday to Friday, 08:00 to 05:00PM with no noon break Eligible to Avail of the Service: All LNU Employees Documentary Requirements: ARE Duration: 2 minutes Procedure: 1. Xerox Entrance Slip Step No.

Applicant/Client Activity

Personnel Activity


Person in Charge

Fees Form

1 Participates in the bidding of goods.

Prepares canvass papers, abstract of bids, and purchase orders.

5 minutes each documents

Noel A. Restor

None -Canvass paper - Abstract of bids -Purchase orders

2 - Delivery of goods.

Receives, inspect, and accept deliveries

10 minutes -N. Restor -I. Marmita -N. Cabriana

None -Inspection and acceptance report

3 Records and stores delivered items for safekeeping

10 minutes -N. Restor -I. Marmita

None Property card

4 Request for payment

Consolidates procurement documents and submit to accounting office

3 minutes -I. Marmita

None None

5 Prepares and issue Acknowledgement Receipt for Equipment for non-expendable properties.


Acknowledgement Receipt for Equipment (ARE)

END OF TRANSACTION

viii 41LNU Citizens Charter 2016 LNU Citizens Charter 2016


END OF TRANSACTION

MANAGEMENT INFORMATION SYSTEM

MIS Unit Frontline Service1: SUBJECT REGISTRATION – UNDERGRADUATE

Schedule of Availability of the Service: Monday to Friday, 8:00 am to 5:00 pm with no noon break

Eligible to Avail of the Service: All undergraduate students


Step No.


Personnel Activity


Person in Charge

Fees

Form

1 Pay entrance fee at the cashier

Accept payment and issue Official Entrance Slip

c/o Cashier c/o Cashier c/o Cashier c/o Cashier

2 Register online at designated computer laboratories

Assist student in plotting his/her schedule

5- 15 minutes

Student Assistant/

R. Naing

None Receipt

Advisement Slip

3 Secure ID at IGP Office (for new students and students with no ID Card)

Issue Student Identification Card

c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office

4 Secure validated ID at the Office of the Student Affairs (OSA)

Validate ID Card

c/o OSA c/o OSA c/o OSA c/o OSA

5 Present ID, advisement slip and Official Receipt. Receive Official Entrance Slip.

Validate schedule vis-à-vis advisement slip.

Print Entrance Slip

3 - 5 minutes

J. Flores/

M. Velarde/

D. Turco

None ID

Official Receipt

Advisement Slip

3

Return the duly filled and signed form to the PPAF Director for the preparation of the Billing Statement

PPAF Director, In-charge

1-2 minutes

PPAF Director

Varies (depending on the venue reserved), for LNU clients, minimal or no fees required

Billing Statement, Duly filled and signed Reservation Form

4

Pay at the cashier’s office

Cashiering Section

1-2 minutes

Cashier, clerk-in-charge


Billing Statement

5

Submit the form, one copy to the building manager, PPAF Director for filing

Client

1 minute

Client, Building Manager, PPAF Director

Reservation Form

40 1



END OF TRANSACTION






Step No.


Personnel Activity


Person in Charge

Fees

Form






5- 15 minutes

Student Assistant/

R. Naing

None Receipt

Advisement Slip



c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office


Validate ID Card




Print Entrance Slip

3 - 5 minutes

J. Flores/

M. Velarde/

D. Turco

None ID

Official Receipt

Advisement Slip

3



1-2 minutes

PPAF Director



4


Cashiering Section

1-2 minutes



Billing Statement

5


Client

1 minute


Reservation Form

40 1



MIS Unit Frontline Service2: SUBJECT REGISTRATION – GRADUATE



How to Avail of the Service: Step No.


Personnel Activity


Person in Charge

Fees Form

1 Accomplish draft registration form

Provide Draft Registration Form

c/o Graduate School Office






c/o Cashier c/o Cashier c/o Cashier

c/o Cashier

3 Register online at designated computers

Assist student plotting his/her schedule

5 - 15 minutes

Student Assistant/

R. Naing

None Receipt

Draft Registration Form



c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office

5 Have ID validated at the Office of the Student Affairs (OSA)

Validate ID Card


6 Present ID, draft registration form and Official Receipt. Receive Official Entrance Slip.

Validate schedule vis-à-vis draft registration form.

Print Entrance Slip

5 minutes J. Flores/

M. Velarde/

D. Turco

None ID

Official Receipt


PHYSICAL PLANT SUPERVISOR UNIT Frontline Service:

Venue and Audio-Visual Facilities Reservation

Schedule of Availability of Service:

Monday to Friday, 8:00 AM to 5:00 PM with no noon break

Eligible to Avail of the Service: All LNU Clients (Students and Employees) Other Government and Private Schools and Agencies Private individuals and organizations

Documentary Requirements: Venue and AV Facilities Reservation Form Billing Statement Approved Letter of Request (if necessary)

Duration: 5-10 minutes Procedure:

Step No.

Applicant/Client Service Provider


Person In Charge

Fees Form

1 Secure Reservation form from the Office of Physical Plant and Facilities Director

Physical Plant and Facilities Office

1 minute Director and/or In-charge, Physical Plant and Facilities

None Venue and AV Facilities Reservation Form

2 Client Fill-up the form and have the form signed by the corresponding venue/building manager, and the In-charge of AV Facilities (Submit approved letter of request, if necessary)

Venue/Building Managers, AV Studio/HRDC gym In-charge

1-5 minutes (depending on the location of the venue)

Building Managers, In-charge AV Studio

None Same as above

2 39LNU Citizens Charter 2016 LNU Citizens Charter 2016


MIS Unit Frontline Service3: ADJUSTMENT OF SCHEDULES (ADDING, CHANGING AND DROPPING) Schedule of Availability of the Service: Monday to Friday, 8:00 am to 5:00 pm with no noon break Eligible to Avail of the Service: All undergraduate and undergraduate students How to Avail of the Service:

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Secure Adjustment Form

Provide client with the form and give instructions if needed

1 minute J. Flores/

M. Velarde/

D. Turco

None Adjustment Form

2 Fill out form. Seek approval of the Dean or Unit Chair and the Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

nit Chair

c/o Registrar

3 Submit accomplished Advisement Form together with the Entrance Slip

Process the requested adjustment/s in the class schedule

Print and issue new entrance slip

3-5 minutes J. Flores/ M. Velarde/ D. Turco

None

4

Check entries in the new entrance slip

Issue new Official Entrance Slip and file Adjustment Form

1 minute J. Flores/ M. Velarde/ D. Turco

None

FOR NON-LNU CLIENTS

STEP NO.

APPLICANT/CLIENT ACADEMIC ADMINISTRATOR/ PERSONNEL ACTIVITY

DURATION OF ACTIVITY

PERSON IN-CHARGE

FEES FORM

1 2 3 4 5 6 7

Client writes a letter of request Proceed to Planning & Maintenance officer, makes a reservation. Go to cashier’s office for rental payment Proceed to HRDC Technical Director & Bldg. Supervisor For appointment of date of activity. Goes back to Planning & Maintenance Officer. Goes back to HRDC Technical Director to give a copy of the Approved reservation& venue rental receipt of payment.

Vice President for Administration approves request. Address any concern raised by the client and make a reservation form. Cashier’s office teller accepts payment. Confirms activity & plan with client the facilities to be used & other details of set-up at the venue. Post reservation of activity on a calendar of activities. Accepts copy of reservation with photocopy of receipt. Informs other personnel of an upcoming activity. Disseminates plans for the said activity.

N/A N/A N/A N/A N/A N/A N/A

VP for Admin. & Finance. Planning & Maintenance officer Teller accepts payment HRDC Technical Director & Bldg. maintenance supervisor Planning & Maintenance officer HRDC Technical Director-plots on the calendar the activity. HRDC Tech. Dir.,Audio Technician, Janitors, Standby Generator Optr.

None Venue rental

Approved letter of Request. Reservation form Reservation form& receipt Reservation form& Receipt. Reservation form& Receipt of rental payment. Reservation form & receipt of payment.

END OF TRANSACTIONS

38 3




Step No.


Personnel Activity


Person in Charge

Fees Form



1 minute J. Flores/

M. Velarde/

D. Turco



c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

nit Chair

c/o Registrar





None

4




None

FOR NON-LNU CLIENTS

STEP NO.



PERSON IN-CHARGE

FEES FORM

1 2 3 4 5 6 7





None Venue rental


END OF TRANSACTIONS

38 3



MIS Unit Frontline Service 4: REPRINT OF OFFICIAL ENTRANCE SLIP (OES) Schedule of Availability of the Service: Monday to Friday, 8:00 am to 5:00 pm with no noon break Eligible to Avail of the Service: All students How to Avail of the Service:

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Secure reprint form

Provide student/client with the request form and give instructions if needed

1 minute J. Flores/

M. Velarde/

D. Turco

None Request for Reprint Form

2 Pay reprint fee at the cashier

Receive payment and issue and official receipt


3 Present receipt of payment and Request for Reprint Form

Receive Official Entrance Slip

Verify the documents presented

Print Official Entrance Slip

Stamp, sign and release copy of the Official Entrance slip

File the request form


M. Velarde/

D. Turco


Official Receipt

HUMAN RESOURCE DEVELOPMENT CENTER TECHNICAL SERVICES & AUDIO VISUAL STUDIO

Frontline Service: Human Resources Development Center Technical Services & Audio Visual Studio Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m., with noon break Eligible to Avail of the Service:

All LNU Clients Non-LNU Clients

Documentary Requirements: Reservation Forms Letter of Request to Use facilities (for non-LNU Clients)

Duration: 5 minutes to 30 minutes

Step No. Applicant/Client Academic Administrator/ Personnel Activity


Person in Charge

Fees Form

1 2 3 4 5

(LNU Clients) Proceed to Planning & Maintenance officer, makes a reservation. Proceed to HRDC Technical Director & Bldg. Supervisor For appointment of date of activity. Goes back to Planning & Maintenance Officer. Goes back to HRDC Technical Director to give a copy of the Approved reservation

Address any concern raised by the client and make a reservation form. Confirms activity & plan with client the facilities to be used & other details of set-up at the venue. Approves reservation of activity Accepts copy of reservation Informs other personnel of an upcoming activity. Disseminates plans for the said activity.

N/A N/A N/A N/A N/A

Planning & Maintenance offcer HRDC Technical Director & Bldg. maintenance supervisor Planning & Maintenance offcer HRDC Technical Director-plots on the calendar the activity. HRDC Tech. Dir.,Audio Technician, Janitors, Standby Generator Optr.

None None None None None

Reservation form Reservation form Reservation form Reservation form



PRINTING OF DAILY TIME RECORD

Step Applicant/ Client

Service Provider Duration of Activity

Person in Charge

Fees Form

1

Faculty, Personnel, Casual, Contractual and Part-time Instructors

Download the Entries from the Biometric to the Biometric Server

10 hrs. C. Blanco

2

Process the data from the Biometric Server

1.5 hrs (Admin) 1.5 hrs (College)

C. Blanco

3

Facilitate the printing, check and verify, collate the data of the DTR’s

5 hrs C. Blanco

4

Submit the printed DTR’s to the HRMO’s Office

2 mins. C. Blanco

5

Release to concerned individual

I. Vergara C. Ponla

6 Receive approved DTR, verify, compute, post tardiness, if any

5 mins. I. Vergara C. Ponla

7. Segregate & file for attachment of reports to concern units


MIS Unit Frontline Service5: RELEASING OF REPORT OF RATINGS (ROR) Schedule of Availability of the Service: Monday to Friday, 8:00 am to 5:00 pm with no noon break Eligible to Avail of the Service: All students How to Avail of the Service: Step No.


Personnel Activity


Person in Charge

Fees Form

1 Present ID

Log student’s claim to the ROR Monitoring System

Verify if the student has not claimed the ROR for the particular semester

Print the Student’s Report of Rating

3minutes J. Flores/

M. Velarde/

D. Turco

None None

2

Claim ID and first copy of Report of Ratings

Stamp, affix signature and release the Report of Ratings

1 minute

J. Flores/

M. Velarde/

D. Turco

None

None

36 5






Person in Charge

Fees Form

1



10 hrs. C. Blanco

2



C. Blanco

3


5 hrs C. Blanco

4


2 mins. C. Blanco

5


I. Vergara C. Ponla







Personnel Activity


Person in Charge

Fees Form

1 Present ID




3minutes J. Flores/

M. Velarde/

D. Turco

None None

2



1 minute

J. Flores/

M. Velarde/

D. Turco

None

None

36 5



CASHIER Frontline Service: PAYMENT - OTHER FEES Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m.NO NOON BREAK Eligible to Avail of the Service:

ALL LNU CLIENTS Documentary Requirements: Accomplished Application Form, Payment slips Duration: 7 – 1 to 2 minutes Procedure:

Step

Applicant Activity

Personnel

Activity


Personnel

Responsible

Fees

Form

1 2

Present duly accomplished Application Form to the Teller Pay Amount Due TOR: Undergrad 2 semesters 3 – 5 semesters 6 semesters & above TCP w/ undergrad & TCP Graduate School w/ undergrad degree Masteralor Doctoral

Checks accomplished Application Form Receives payment Encodes Student No. Issues Official Receipt

5 seconds 10 seconds 15 seconds 1-2 minutes

Eileen L. Candiza Liza D. Barredo Eileen L. Candiza Liza D. Barredo

P 105.00 P 170.00 P 235.00 P 390.00 P 385.00 P165.00 P 315.00 P 535.00

Application Form (Registrar’s Office)

IN-COMING AND OUT-GOING LETTERS

REQUEST FOR MAILING 1 Proceed to the

Records section

Fill-up the request for Mailing

5 mins

C. Blanco Request for Mailing

2 For PPC; prepare the Certificates for mailing & mail to Post Office

5 mins

C. Blanco

3 For LBC; record the documents and package and inform LBC for pick-up

5 mins

C. Blanco

4 Call or Text the LBC ; Mailed the Registered/EMS to the PPC

1 day

C. Blanco

REQUEST FOR RECORD



Person in Charge

Fees

Form

1 Write a letter

address to the President

Wait for the approval of the president

1 day

President none Letter

2 Released the letter to the records section

10 mins

R. Oba none Letter

3 Process the request for records, Xerox

30 mins. C. Blanco none documents

Record & Released the documents




RECORDS

Masteral& Doctoral w/ undergrad degree, w/ Masteral& Doctoral All re-printing Report of Rating Official Entrance Slip Official Receipt Assessment Slip Certifications Undergrad: Good Moral GWA/ELC Graduation CAV Enrolment/Registration Others Graduate School: Good Moral Graduation Enrolment/Registration Graduation Units Earned CAV Comprehensive Result Others Diploma Undergrad Graduate School


P30.00/re-print P 45.00 P 45.00 P 45.00 P 45.00 P 55.00 P 45.00 P 45.00 P 65.00 P 65.00 P 65.00 P 55.00 P 95.00 P 55.00 P 55.00 P 115.00 P 265.00 P 8.00/page P 60.00 P 100.00 P 120.00 Amount (refer to the slip presented) Amount (refer to

Application Form

(Registrar’s Office)

Request/Payment Slip


Request Slip (MIS Office)

Student’s Payment

Request Slip (CO)

Student’s



Person in Charge

Fees Form

IN-COMING 1 Proceed to

the Records section

Receive Letters, documents and packages

5 mins

C. Blanco

2 Record all the letters, documents, packages, & others.

5 mins

C. Blanco

OUT-GOING 1 Proceed to

the Records section

Fill-up the request form for mailing to LBC, PPC and others.

5 mins

C. Blanco


5 mins

C. Blanco


5 mins

C. Blanco

4 Release and file the documents

2 mins

C. Blanco

34 7



RECORDS




Application Form





Student’s Payment

Request Slip (CO)

Student’s



Person in Charge

Fees Form


the Records section


5 mins

C. Blanco


5 mins

C. Blanco


the Records section


5 mins

C. Blanco


5 mins

C. Blanco


5 mins

C. Blanco


2 mins

C. Blanco

34 7



Authentication Evaluation Sheet Prospectus School ID Book Fine Rental – school facilities

Examines the Contract

the contract presented)

Student’s Payment Request Slip(CO)

Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Renewal Form

(Student Affairs Office)

Book fine slip (Library)

Contract Form (see

Engr. Murillo)

I. REQUEST FOR FACULTY/PERSONNEL RECORDS


Service Provider Duration of

Activity

Person in Charge

Fees Form

1 Get and submit filled Admin. request form

Fill-up request form & submit to HRMO

5 mins. C. Ponla I. Vergara

P50.00 Request for Records

2 For outsider, request approved letter from the Pres.

Receive and review approved letter from the Pres. to HRMO

5 mins. HRMO Staff

none none

3 Advise payment at the Cashier’s Office (for external client)

Prepare, encode info on Service Record & certification & initial


P80.00 Official Receipt

4 Check & Sign the SR & Certificates

2 mins. E. Arpon None none

Application for leave

1 Request and fill up Application for leave.

Facilitate, compute, post to their leave cards, initial the Application for leave .


none Application for Leave

2 Submit the Application for Leave to the HRMO

Certify and sign the Application for Leave

5 mins. E. Arpon none

3 Submit to the VPs & Pres. For signature & approval

C. Ponla I. Vergara

None

4 Receive approved Application for Leave from the President’s office

5 mins. HRMO Staff

None

5 Receive Approved Application for Leave

Release approved Application for Leave to the concerned Faculty/Staff


None



3

4

Pay to the Cashier Present Official Receipt

While the client pays the corresponding fee, the requested records are being photocopied/ reproduced. Record Official Receipt Number

5 mins 2 mins

Cashier HRMO

P30.00 P50.00

(Authenticated copy) -Appointment -Service Official Receipt

5

Received the documents requested

Release certified photocopy or requested documents/records to client.

3 mins. HRMO/Staff

Certified copy of documents

Authentication of Documents

1

Authenticates documents (internal records with attach original documents)

Receives & verify the original copies, & stamps certified true Xerox copy.

1 min (depend on the no. of documents)

HRMO None none

Change in Payroll Deductions 1 Request the

form for Change(s) in pay-roll deductions from the HRMO filled & submit.

Receives & verify the request, then post to payroll of the requesting party.

3 mins

HRMO none Request for change/delete in payroll

2 File request for reference.

3 mins. HRMO

None None

Frontline Service: Disbursement to Suppliers Schedule of Availability of Service: Monday to Friday - 8:00 a.m. to 5:00 p.m. NO NOON BREAK Eligible to Avail of the Service:

Suppliers Documentary Requirements: Official Receipt Duration:3 minutes Procedure: Step

Applicant Activity

Personnel Activity


Personnel Responsible

Fees

Form

1 2

Receives Disbursement Voucher and Issues Official Receipt Signs Disbursement Voucher

Checks Official Receipt/Sales Invoice issued Releases check

2 - 3 minutes 2 – 3 minutes

Joseline C. Aboy Eileen C. Candiza Liza D. Barredo Joseline C. Aboy Eileen C. Candiza Liza D. Barredo

32 9



3

4



5 mins 2 mins

Cashier HRMO

P30.00 P50.00


5



3 mins. HRMO/Staff



1




HRMO None none




3 mins



3 mins. HRMO

None None



Applicant Activity

Personnel Activity



Fees

Form

1 2





32 9



Frontline Service: Disbursement by Check of Allowance & Honoraria Schedule of Availability of Service: Monday to Friday - 8:00 a.m. to 5:00 p.m. NO NOON BREAK Eligible to Avail of the Service: LNU Faculty LNU Staff Contractual Students Documentary Requirements: Valid ID Duration: 3 minutes Procedure:

Step

Applicant Activity

Personnel Activity



Fees

Form

1 2

Presents valid Identification Card Signs payroll

Examines ID presented Releases check

2 seconds 2 – 3 minutes


HUMAN RESOURCE MANAGEMENT OFFICE Frontline Service:

I. Request of Certified Copies of Documents (Appointments, Service Record, Leave Card, and etc.)

II. Request for Faculty/Personnel Records III. In-Coming and Out-Going Letters IV. Request for Records V. Printing Of Daily Time Record


Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break

Eligible to Avail of the Service: All LNU Clients and Others

Documentary Requirements: 1. Accomplished Admin. Request form from CAO office (Faculty/Staff) 2. If the request is filled through a representatives, an Authorization Letter or Special Power

of Attorney (SPA) and one (1) valid ID of the representative (outside client)

PROCEDURE: REQUEST OF CERTIFIED COPIES OF DOCUMENTS (Appointments, Service Record, Leave Card, and etc.

Step Applicant/

Client Service Provider Duration

of Activity

Person in Charge

Fees Form

1

Submit accomplished Admin. form

Received & review the accomplished form

2 mins

HRMO/Staff

none Request for Records

2 Wait while the documents are being retrieved. (external client)

Retrieve the requested records. Advice client to pay corresponding fee if records are available. (If records are not available, inform the client that requested records are not available)

20 mins.

HRMO/Staff

None none



Frontline Service: PAYMENT OF SCHOOL FEES (Enrolment/Mid-term/Finals) Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m.NO NOON BREAK Eligible to Avail of the Service: STUDENTS Documentary Requirements:

Advisement slips, Draft Registration Form, Student Clearance, Assessment Slips Duration: 1 to 2 minutes Procedure:

Step

Applicant Activity

Personnel Activity



Fees

Form

1 2

Presents requirement for enrolment: Presents Assessment Slip Pays Amount Due Enrolment Undergrad: 1stSem: New Student Continuing Student 2ndsem: New Student Continuing Student Summer: Continuing Student Graduate School: 1st& 2ndsem& Summer: New Student Continuing Student Mid-term/Finals

Checks document presented Examines Assessment slip Receives payment Encodes Student Number IssuesOR Receives payment Encodes Student Number Issues Official Receipt

5 seconds 10 seconds 15 seconds 1-2 minutes 10 seconds 15 seconds 1-2 minutes

Eileen L. Candiza Liza D. Barredo Eileen L. Candiza Liza D. Barredo Eileen L. Candiza Liza D. Barredo

P 1,122.00 P 952.00 P 1,122.00 P 920.00 P 820.00 P 1,070.00 P 950.00 Amount (refer to the Assessment slip presented)

Advisement Slip School ID Medical Clearance & Student Number (1st year & transferees) Draft Registration Form Student Clearance School ID Student No. (new Student) Assessment Slip

2 Present the Official receipt

Check the official receipt and give the list of requirements for admission:

A) 2x2 ID picture

B) Accomplished Parental Agreement on Dormitory Rules

3-5 minutes

Mrs. Capon

none Registration Form

Parental Agreement

3 Complete and submit the requirements

Accept and file the documents submitted and assign Room and Bed

3-5 minutes

Mrs. Capon

None none

4 Pay monthly rental every 7th day of the month

Received payment and issue official receipt

3-5 minutes

Cashier P550.00 Payment Slip

5 Present the official receipt to the in-charge

Check the official receipt and records payment

3-5 minutes

Mrs. Capon or Student Assistant

None None

END OF TRANSACTION

30 11





Step

Applicant Activity

Personnel Activity



Fees

Form

1 2









A) 2x2 ID picture


3-5 minutes

Mrs. Capon


Parental Agreement



3-5 minutes

Mrs. Capon

None none



3-5 minutes




3-5 minutes


None None

END OF TRANSACTION

30 11



REGISTRAR

Frontline Service: Issuance of Transcript of Records (TOR) and Transfer Credentials

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break

Eligible to Avail of the Service: All LNU Clients

Documentary Requirements: Official Receipt, Entrance Credentials

Duration: 7 – 10 working days (Processing Time may also vary depending on volume of applications received.) Procedure:

Step Applicant Activity

Personnel Activity


Personnel Responsible Fees Form

1

Receives and fills out Application Form served by the Registrar’s

Office.

Serves Application

Form. 1 min. Ms. Janet

Opiniano None Application for

Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section

P235.00 – undergrad

level

P165.00 – graduate

level

3

Submits accomplished

Application Form to the Registrar’s

Office & have picture taken

thereat.

Checks accomplished

Application Form and official receipt and

accommodate the applicant for picture taking.

15 min. Ms. Janet Opiniano

4 Receives schedule

for release of TOR/Transfer Credentials.

Advices applicant re: schedule for

release of TOR /Transfer

Credential.

1 min.

Ms. Janet Opiniano

DORMITORY

Frontline Service: Request for Dormitory Services

Schedule of Availability of Service: Monday to Friday, 08:00 to 05:00PM with no noon break

Eligible to Avail of the Service: All LNU students Documentary Requirements: Official Entrance Slip presented Duration: 2 minutes Procedure: 1. Xerox Entrance Slip

Step No.

Applicant/ Client

Activity

Personnel Activity Duration of

Activity

Person in

Charge

Fees Form

1 Present proof of enrollment and submit a Xerox copy of the same

Validates the Official Entrance Slip presented and received the Xerox copy if there is available slot.

If there is, give the payment slip and instruct the client to pay the dorm fee at the cashier’s office

3-5 minutes

Mrs. M. Capon

Cashier

1,100 for the first payment, 1 month deposit and one month advance

Payment Slip

REGISTRAR







Personnel Activity



1


Office.

Serves Application



Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section


level


level

3




thereat.

Checks accomplished




4 Receives schedule




Credential.

1 min.

Ms. Janet Opiniano

DORMITORY




Step No.

Applicant/ Client

Activity


Activity

Person in

Charge

Fees Form




3-5 minutes

Mrs. M. Capon

Cashier


Payment Slip



Procedure 3.Validation of Student ID

STEP

APPLICATION/CLIENT ACTIVITY

ADMINISTRATOR/

PERSONEL

ACTIVITY


PERSONS-IN-

CHARGE

Fees

Form

1

Presents ID for Dean’s Signature

-Checks from the Dean’s module if client is officially enrolled

2 minutes

Mr. Edgar E. Pantas

Dr.Maricel A. Gomez

None

Student’s ID

2

Receives validated ID

-Updates record

2 minutes

Mr. Edgar E. Pantas

None

-do-

End of Transaction

2

Receives accomplished form

-Updates record

1 minute

Mr. Edgar E. Pantas

None

-do-

End of Transaction

· Retrieves folder of

applicant from the Records

Room · Process

TOR/Transfer Credential and checks entries

as to completeness and accuracy. · Signs the processed

TOR/Transfer Credential

7 - 10 working days

Miss Rowena Ariza/

Ms. Irene Y. Virtudazo/

Ms. Ronadel A. Asis

Ms. Gay A. Pinote

5 Claims processed

Transcript of Records/Transfer

Credentials

Releases the TOR/Transfer Credentials to the applicant/ representative

after presentation of the following

requirements: · Official

Receipt and Valid ID

Additional requirements when claimed

by a representative

: · Authorization

letter and Valid ID of

representative

20 min Ms. Janet Opiniano

28 13




STEP


ADMINISTRATOR/

PERSONEL

ACTIVITY


PERSONS-IN-

CHARGE

Fees

Form

1



2 minutes

Mr. Edgar E. Pantas

Dr.Maricel A. Gomez

None

Student’s ID

2


-Updates record

2 minutes

Mr. Edgar E. Pantas

None

-do-

End of Transaction

2


-Updates record

1 minute

Mr. Edgar E. Pantas

None

-do-

End of Transaction



Room · Process




7 - 10 working days

Miss Rowena Ariza/


Ms. Ronadel A. Asis

Ms. Gay A. Pinote

5 Claims processed


Credentials






by a representative

: · Authorization


representative


28 13



Frontline Service: Issuance of Certifications - Certificate of Units Earned (CUE), Certificate of Enrollment (CE), Certificate of Grades (CG), Certificate of General Weighted Average (GWA), Certificate of Graduation (CGn), Certificate of Authentication and Verification (CAV) Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:

1. All LNU Clients Documentary Requirements: Official Receipt, Original and Photocopies of TORs and Diploma (CAV) Duration: 5 working days (Processing Time may also vary depending on volume of applications received.) Procedure:

Procedure 2. Issuance of Certificate of Good Moral

STEP APPLICATION/

CLIENT ACTIVITY

ADMINISTRATOR/PERSONEL

ACTIVITY

DURATION OF

ACTIVITY

PERSONS-IN-

CHARGE

Fees Form

1 Presents receipt for document needed

-Checks receipt presented

-Prints Certificate of Good Moral

2 minutes Mr. Edgar E. Pantas

None Certificate of Good Moral

2 Receives & fills out necessary signatures of witnesses

-Serves document

-Advises client to secure necessary signatures of witness

1 minute Mr. Edgar E. Pantas

None -do-

3 Submits filled out document for Dean’s signature

-Authenticates witnesses signatures

-Signs certificate


Dr.Maricel A. Gomez

None -do-

4 Receives fully accomplished certificate

-Advises dry selling of certificates at the Registrar’s office

-Updates records


None -do-

End of Transaction

Procedure 2.Clearance Signing of the Application for Transcript of Records

STEP APPLICATION/

CLIENT ACTIVITY

ADMINISTRATOR/ PERSONEL ACTIVITY


PERSONS-IN-

CHARGE

Fees Form

1 Presents accomplished application form secured for Registrar’s Office

-Checks accomplished form

-Signs clearance


Dr.Maricel A Gomez

None Application for

transcript of

Records

Step Applicant Activity Personnel

Activity Duration of

Activity Personnel Responsibl

e Fees Form

1

Secures Application Form at the Registrar’s Office.

Serves Application Form to applicant.


- Application for Student’s Records

- Request Slip

2 Pays fee at the Cashiering Section.

c/o Cashiering Section

UG Grad CE -

P55.00 P65.00 CGn - 45.00 65.00 GWA- 45.00 55.00 CUE - 45.00 55.00 CAV - 45.00 95.00



OFFICE OF THE STUDENTS AFFAIRS Frontline Service:

All Student Transactions


Monday to Friday, 8:00 a.m.to 5:00 p.m. with no noon break

Eligible to Avail of the Service:

All LNU Clients (Students, Alumni & Employees)

Duration: 5-10 minutes Procedure 1. Issuance of Leave of Absence

Step No.

Application/Client Service Provider Duration of activity

Persons-in-charge

Fees Form

1 Presents ID -Checks from the Dean’s module if client is officially enrolled


None Leave of

Absence

2 Receives & fills out necessary data and concerned signatories

-Serves document

-Advises client to secure necessary signatories & attach documents, if needed


None -do-


-Authenticates signatories

-Signs leave of absence (LOA)


Dr.Maricel A. Gomez

None -do-

4 Receives fully accomplished leave of absence (LOA)

-Advises client to keep of one (1) copy to be used in the next enrolment

-Updates records


None -do-

End of Transaction

3

Presents the following requirements at the window: CUE, CE, CG, & GWA -Application Form & Official Receipt CGn -Application Form, Official Receipt & TOR CAV -Application Form, Receipt & Authenticated Documents

Verifies the documents presented.

5 min.

Ms. Ronadel A. Asis/ Ms. Irene Y. Virtudazo/ Miss Rowena P. Ariza

4 Receives schedule for release of certification.

· Process certification and checks entries as to completeness and accuracy.

· Signs the certification

5 working days

Miss Rowena Ariza/ Ms. Irene Y. Virtudazo/ Ms. Ronadel A. Asis Ms. Gay A. Pinote

5 Claims the certification.

Releases certification to the applicant/ representative after presentation of the following requirements:

· Official Receipt and Valid ID Additional requirements when claimed by a representative:

· Authorization letter and Valid ID of representative


26 15










Step No.


Persons-in-charge

Fees Form



None Leave of

Absence


-Serves document



None -do-





Dr.Maricel A. Gomez

None -do-



-Updates records


None -do-

End of Transaction

3



5 min.





5 working days







26 15



Frontline Service: Request for Reprint of Report of Ratings / Evaluation Sheet Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:

1. All LNU Clients Documentary Requirements: Official Receipt Duration: 30 minutes Procedure:

LIBRARY Frontline Service:

Reference/Circulation Services Schedule of Availability of Service:

Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to avail of the /service:

ALL ACADEMIC COMMUNITY, ALUMNI AND OTHER SUC’s CLIENTS Documentary Requirements:

Valid ID, Referral Letter Duration: 10 Minutes Procedure 1. Reference and circulation services Step No.

Applicant/ Client Activity

Academic Administrator/ Personnel Activity


Person in Charge

Fees Form

1.

For the visitors/ researchers-present a valid ID or a research referral to the librarian. Register at the information desk.

Accept the credentials-valid ID/ referral letter

3 min. Mrs. A. Daño Mrs. R. Navarro Ms. R. Oreo Ms. H. Navarra Ms. L. Alcober

Fines: P1.00 per hour & P8.00 per day

Transaction receipt

2.

Inquire a particular book or references needed.

Assist in locating the particular references needed, or answer reference queries.


3.

For students officially enrolled-present school ID, then check the OPAC for the availability of book/s needed.

Assist the student if the book is available. If the book is available, the staff will give the book(s) for reading purposes inside or may check out for home reading. If not, the librarian advice the researcher to search for other electronic resources offered, or give research referral to other SUC’s.

5-10 min. Mrs. A. Daño Mrs. R. Navarro Ms. R. Oreo Ms. H. Navarra Mrs. L. Alcober

End of Transaction


Personnel Activity



1 Secures Request Form at the Registrar’s Office.

Serves Request Form to applicant.

30 sec. Ms. Janet Opiniano

Request Slip

2 Fills out the Request Form.

Assists the applicant in filling out the form.




Report of Rating – P30.00

Evaluation Sheet – P60.00

4

Presents Official Receipt to designated personnel at window.

Verifies the Official Receipt presented.


5 Waits for the release of Report of Ratings/ Evaluation Sheet.

Prints the Report of Ratings/ Evaluation Sheet.


6 Claims the Report of Ratings/ Evaluation Sheet.

Releases the Report of Ratings/ Evaluation Sheet.












Person in Charge

Fees Form

1.





Transaction receipt

2.




3.




End of Transaction


Personnel Activity






Request Slip








4












Frontline Service: Medical Health Consultation Schedule of Availability of Service: Monday to Friday, with no noon break Medical: 7:30 am to 5:30 pm Dental: 8:00 am to 5:00 pm Eligible to Avail of the Service: All LNU students/employees Documentary Requirements: none Duration: 22 – 40 minutes

ACCOUNTING Frontline Service:

Determination of Accountabilities relative to Application for Student Records Schedule of Availability of Service:

Monday to Friday, 08:00 to 05:00PM with no noon break Eligible to Avail of the Service:

Graduate School and Undergraduate School Students, Alumnus, Alumnae

Step No.



Person in Charge

Fees Form

1 Request for retrieval of medical record

Retrieve patient’s medical record

2-5 minutes

Rosemarie Medalla,RN

None None

2 Submit for checking of vital signs (BP, HR, Temp)

Get vital signs and do initial assessment of the patient

5 minutes


None None

3 Undergo medical consultation and examination

Get patient’s medical history, examine the patient, give initial dose of medication, prescribe home medications, and advise patient of preventive measures & other health instructions

15-30 minutes

Dr. Rowena de Veyra

None None

End of Transaction

Step No. Applicant/Client Activity

Personnel Activity


Person in Charge

Fees Form

1

Give duly filled up Application for Student Records Form to the Person in Charge

Checks the Student Ledger to determine outstanding accountability. Had there any outstanding accountability, person in charge writes notation on the form and the client will be referred to the Cashier for payment. If there is no outstanding accountability, the person in charge directly affixes signature to the form and give it back to the client.

1 minute

Jenelyn N. Diaz/ Cherylin E. Pido

None

Application for Student Records Form

24 17








Step No.



Person in Charge

Fees Form



2-5 minutes


None None



5 minutes


None None



15-30 minutes

Dr. Rowena de Veyra

None None

End of Transaction


Personnel Activity


Person in Charge

Fees Form

1



1 minute


None


24 17



Frontline Service: First Time Issuance of Assessment Slips to Students Schedule of Availability of Service:

Monday to Friday, 08:00 to 05:00PM with no noon break

Eligible to Avail of the Service: Undergraduate and Graduate School Students

Step No.



Person in Charge

Fees Form

1 *Get laboratory request for Chest XRay& Urinalysis then submit for the said examinations at any diagnostic laboratory (Cost PhP 150 – 200), & return to the clinic with the results *except SCUAA, NSTP, etc

Issue laboratory request for Chest XRay& Urinalysis

1 minute Any of the 4 clinic staff

None None

2 First Year: Fill out Medical/Dental Records form

Distribute Medical & Dental Records form

5-10 minutes

Rosemarie Medalla, RN Ma. Jona Tagalog

None Medical and Dental Records form

Fourth Year: Request for retrieval of medical & dental records

Retrieve medical & dental records of patient

2-5 minutes

3 Submit for checking of vital signs (BP,HR,RR,Temp,Height,Weight)

Get vital signs

5 minutes Rosemarie Medalla, RN

None None

4 Undergo medical & dental examination and listen to the physician’s and dentist’s advice

Check on the medical & dental record, examine the patient, treat the patient, and give health instructions

Normal: 5 minutes With abnormal findings: 15-30 minutes

Dr. Rowena de Veyra Dr. Margarita Chua

None None

5 Claim Medical Clearance slip

Issue Medical Clearance slip

30 seconds

Dr. Rowena de Veyra

None None

END OF TRANSACTION

2 Pay to the Cashier any outstanding accountability per notation of the Person in Charge at the Accounting Unit.

Issue the corresponding official receipt for the payment.

2 minutes Liza D. Barredo/ Eileen L. Candiza

Depends on the accountability as reflected on the Student Ledger

None

3 Present Official Receipt to the Person in Charge at the Accounting Unit

Verify payment, affixes signature and issues the form to the client

2 minutes Jenelyn N. Diaz/ Cherylin E. Pido

None None

END OF TRANSACTION

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Present School ID to the Person in Charge at the Accounting Unit

Affix signature and issue the corresponding assessment slip to the client


None None

END OF TRANSACTION



MEDICAL AND DENTAL Frontline Service: Medical and Dental Clinic (Health Consultation, Treatment of Emergency

Medical/Dental Problems, Issuance of Medical and/or Dental Certificates/Clearances)

Schedule of Availability of Service: Monday to Friday, with no noon break Medical: 7:30 am to 5:30 pm Dental: 8:00 am to 5:00 pm Eligible to Avail of the Service: All LNU students/pupils All LNU employees Documentary Requirements: First Year and Fourth Year Enrollees: Chest Xray and Urinalysis and other

laboratory exams as needed for practicumers Duration: 13 – 60 minutes Frontline Service: ROUTINE HEALTH EXAMINATION FOR INCOMING FIRST YEAR & FOURTH YEAR STUDENTS PRIOR TO ENROLLMENT & OTHER SCHOOL-RELATED ACTIVITIES ( SCUAA, NSTP/ROTC, etc. ) Schedule of Availability of Service: Monday to Friday, with no noon break Medical: 7:30 am to 5:30 pm Dental: 8:00 am to 5:00 pm Eligible to Avail of the Service: All LNU students Documentary Requirements: First Year and Fourth Year Enrollees: Chest Xray and Urinalysis results and other laboratory exams as needed for practicumers. Duration: 13 – 40 minutes

Frontline Service: Issuance of Net Take Home and Salary Loan Related Documents


Eligible to Avail of the Service: Faculty and Staff of the University

Step No.



Activity

Person in Charge

Fees Form

1 Get a copy of the Request for Records/Certification Form at the CAO-Administration and fill out the form appropriately.

Give a copy of the Request for Records/Certification Form

1 minute Pablo U. Amascual III

None None

2 Submit the duly filled Request for Records/Certification Form to the Person in Charge at the Accounting Unit.

Prepare the Net Take Home Pay and Salary Loan Related Documents.

5 minutes Janice C. Negado

None Request for Records/ Certification Form

3 None The Accountant signs the Net Take Home Pay and the Salary Loan Related documents

1 minute Leo A. Omamlin

None None

4 Receive the Net Take Home Pay and Documents

Issue the Net Take Home Pay and the Salary Loan Related documents.

1 minute Janice C. Negado

None None

END OF TRANSACTION

22 19










Step No.



Activity

Person in Charge

Fees Form




None None







None None




None None

END OF TRANSACTION

22 19



Frontline Service: Issuance of Statement of Account


Eligible to Avail of the Service: Undergraduate School Students

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Pay printing fee to the Cashiering Unit

Issue the corresponding official receipt for the payment


30.00 None

2 Present the official receipt to the Person in Charge at the Accounting Unit

Prepare the corresponding Statement of Account to the client

5 minutes Jenelyn Diaz

None None

3 None The Accountant signs the Statement of Account

1 minute Leo A. Omamalin

None None

4 Receive the Statement of Account

Issue the Statement of Accountant

1 minute Jenelyn Diaz

None None

END OF TRANSACTION

Frontline Service: Reprinting of Assessment Slips to Students



Step No.


Personnel Activity


Person in Charge

Fees Form

1 Pay reprinting fee to the Cashiering Unit



30.00 None




None None

END OF TRANSACTION

Frontline Service: Settlement of Suppliers' and Other Clienteles' Concerns


Eligible to Avail of the Service: Suppliers and Other Clienteles (Students and Non-Students)

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Inform the Person in Charge to have a transaction/consultation with the Accountant

Give feedback relative to the availability of the Accountant

1 minute Janice Negado

None None

2 Deliberate to the Accountant the concern/s to be settled.

Take appropriate action, advice, and resolution of the concern.

10 minutes Leo A. Omamalin

None None

END OF TRANSACTION

20 21



Frontline Service: Issuance of Statement of Account


Eligible to Avail of the Service: Undergraduate School Students

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Pay printing fee to the Cashiering Unit



30.00 None


Prepare the corresponding Statement of Account to the client

5 minutes Jenelyn Diaz

None None

3 None The Accountant signs the Statement of Account

1 minute Leo A. Omamalin

None None

4 Receive the Statement of Account

Issue the Statement of Accountant

1 minute Jenelyn Diaz

None None

END OF TRANSACTION

Frontline Service: Reprinting of Assessment Slips to Students



Step No.


Personnel Activity


Person in Charge

Fees Form

1 Pay reprinting fee to the Cashiering Unit



30.00 None




None None

END OF TRANSACTION

Frontline Service: Settlement of Suppliers' and Other Clienteles' Concerns


Eligible to Avail of the Service: Suppliers and Other Clienteles (Students and Non-Students)

Step No.


Personnel Activity


Person in Charge

Fees Form

1 Inform the Person in Charge to have a transaction/consultation with the Accountant

Give feedback relative to the availability of the Accountant

1 minute Janice Negado

None None

2 Deliberate to the Accountant the concern/s to be settled.

Take appropriate action, advice, and resolution of the concern.

10 minutes Leo A. Omamalin

None None

END OF TRANSACTION

20 21










Step No.



Activity

Person in Charge

Fees Form




None None







None None




None None

END OF TRANSACTION






Step No.



Person in Charge

Fees Form




None None



5-10 minutes





2-5 minutes


Get vital signs


None None





None None



30 seconds

Dr. Rowena de Veyra

None None

END OF TRANSACTION





None




None None

END OF TRANSACTION

Step No.


Personnel Activity


Person in Charge

Fees Form




None None

END OF TRANSACTION

18 23






Step No.



Person in Charge

Fees Form




None None



5-10 minutes





2-5 minutes


Get vital signs


None None





None None



30 seconds

Dr. Rowena de Veyra

None None

END OF TRANSACTION





None




None None

END OF TRANSACTION

Step No.


Personnel Activity


Person in Charge

Fees Form




None None

END OF TRANSACTION

18 23








Step No.



Person in Charge

Fees Form



2-5 minutes


None None



5 minutes


None None



15-30 minutes

Dr. Rowena de Veyra

None None

End of Transaction


Personnel Activity


Person in Charge

Fees Form

1



1 minute


None














Person in Charge

Fees Form

1.





Transaction receipt

2.




3.




End of Transaction


Personnel Activity






Request Slip








4




















Person in Charge

Fees Form

1.





Transaction receipt

2.




3.




End of Transaction


Personnel Activity






Request Slip








4










16 25













Person in Charge

Fees Form

1.





Transaction receipt

2.




3.




End of Transaction


Personnel Activity






Request Slip








4




















Person in Charge

Fees Form

1.





Transaction receipt

2.




3.




End of Transaction


Personnel Activity






Request Slip








4










16 25










Step No.


Persons-in-charge

Fees Form



None Leave of

Absence


-Serves document



None -do-





Dr.Maricel A. Gomez

None -do-



-Updates records


None -do-

End of Transaction

3



5 min.





5 working days












STEP APPLICATION/

CLIENT ACTIVITY


ACTIVITY

DURATION OF

ACTIVITY

PERSONS-IN-

CHARGE

Fees Form







-Serves document



None -do-



-Signs certificate


Dr.Maricel A. Gomez

None -do-



-Updates records


None -do-

End of Transaction


STEP APPLICATION/

CLIENT ACTIVITY



PERSONS-IN-

CHARGE

Fees Form



-Signs clearance


Dr.Maricel A Gomez


transcript of

Records




e Fees Form

1





- Request Slip



UG Grad CE -

P55.00 P65.00 CGn - 45.00 65.00 GWA- 45.00 55.00 CUE - 45.00 55.00 CAV - 45.00 95.00

14 27






STEP APPLICATION/

CLIENT ACTIVITY


ACTIVITY

DURATION OF

ACTIVITY

PERSONS-IN-

CHARGE

Fees Form







-Serves document



None -do-



-Signs certificate


Dr.Maricel A. Gomez

None -do-



-Updates records


None -do-

End of Transaction


STEP APPLICATION/

CLIENT ACTIVITY



PERSONS-IN-

CHARGE

Fees Form



-Signs clearance


Dr.Maricel A Gomez


transcript of

Records




e Fees Form

1





- Request Slip



UG Grad CE -

P55.00 P65.00 CGn - 45.00 65.00 GWA- 45.00 55.00 CUE - 45.00 55.00 CAV - 45.00 95.00

14 27




STEP


ADMINISTRATOR/

PERSONEL

ACTIVITY


PERSONS-IN-

CHARGE

Fees

Form

1



2 minutes

Mr. Edgar E. Pantas

Dr.Maricel A. Gomez

None

Student’s ID

2


-Updates record

2 minutes

Mr. Edgar E. Pantas

None

-do-

End of Transaction

2


-Updates record

1 minute

Mr. Edgar E. Pantas

None

-do-

End of Transaction



Room · Process




7 - 10 working days

Miss Rowena Ariza/


Ms. Ronadel A. Asis

Ms. Gay A. Pinote

5 Claims processed


Credentials






by a representative

: · Authorization


representative




REGISTRAR







Personnel Activity



1


Office.

Serves Application



Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section


level


level

3




thereat.

Checks accomplished




4 Receives schedule




Credential.

1 min.

Ms. Janet Opiniano

DORMITORY




Step No.

Applicant/ Client

Activity


Activity

Person in

Charge

Fees Form




3-5 minutes

Mrs. M. Capon

Cashier


Payment Slip

REGISTRAR







Personnel Activity



1


Office.

Serves Application



Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section


level


level

3




thereat.

Checks accomplished




4 Receives schedule




Credential.

1 min.

Ms. Janet Opiniano

DORMITORY




Step No.

Applicant/ Client

Activity


Activity

Person in

Charge

Fees Form




3-5 minutes

Mrs. M. Capon

Cashier


Payment Slip

12 29



REGISTRAR







Personnel Activity



1


Office.

Serves Application



Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section


level


level

3




thereat.

Checks accomplished




4 Receives schedule




Credential.

1 min.

Ms. Janet Opiniano

DORMITORY




Step No.

Applicant/ Client

Activity


Activity

Person in

Charge

Fees Form




3-5 minutes

Mrs. M. Capon

Cashier


Payment Slip

REGISTRAR







Personnel Activity



1


Office.

Serves Application



Student’s Records

2 Pays fee at the

Cashiering Section.

c/o Cashiering

Section


level


level

3




thereat.

Checks accomplished




4 Receives schedule




Credential.

1 min.

Ms. Janet Opiniano

DORMITORY




Step No.

Applicant/ Client

Activity


Activity

Person in

Charge

Fees Form




3-5 minutes

Mrs. M. Capon

Cashier


Payment Slip

12 29





Step

Applicant Activity

Personnel Activity



Fees

Form

1 2









A) 2x2 ID picture


3-5 minutes

Mrs. Capon


Parental Agreement



3-5 minutes

Mrs. Capon

None none



3-5 minutes




3-5 minutes


None None

END OF TRANSACTION




Step

Applicant Activity

Personnel Activity



Fees

Form

1 2














Step Applicant/


of Activity

Person in Charge

Fees Form

1



2 mins

HRMO/Staff




20 mins.

HRMO/Staff

None none

10 31




Step

Applicant Activity

Personnel Activity



Fees

Form

1 2














Step Applicant/


of Activity

Person in Charge

Fees Form

1



2 mins

HRMO/Staff




20 mins.

HRMO/Staff

None none

10 31



3

4



5 mins 2 mins

Cashier HRMO

P30.00 P50.00


5



3 mins. HRMO/Staff



1




HRMO None none




3 mins



3 mins. HRMO

None None



Applicant Activity

Personnel Activity



Fees

Form

1 2











Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Renewal Form



Contract Form (see

Engr. Murillo)




Activity

Person in Charge

Fees Form







5 mins. HRMO Staff

none none
















C. Ponla I. Vergara

None


5 mins. HRMO Staff

None




None

8 33







Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Student’s Payment

Request Slip (CO)

Renewal Form



Contract Form (see

Engr. Murillo)




Activity

Person in Charge

Fees Form







5 mins. HRMO Staff

none none
















C. Ponla I. Vergara

None


5 mins. HRMO Staff

None




None

8 33



RECORDS




Application Form





Student’s Payment

Request Slip (CO)

Student’s



Person in Charge

Fees Form


the Records section


5 mins

C. Blanco


5 mins

C. Blanco


the Records section


5 mins

C. Blanco


5 mins

C. Blanco


5 mins

C. Blanco


2 mins

C. Blanco





Step

Applicant Activity

Personnel

Activity


Personnel

Responsible

Fees

Form

1 2





P 105.00 P 170.00 P 235.00 P 390.00 P 385.00 P165.00 P 315.00 P 535.00




Records section


5 mins



5 mins

C. Blanco


5 mins

C. Blanco


1 day

C. Blanco

REQUEST FOR RECORD



Person in Charge

Fees

Form

1 Write a letter



1 day



10 mins

R. Oba none Letter





6 35





Step

Applicant Activity

Personnel

Activity


Personnel

Responsible

Fees

Form

1 2





P 105.00 P 170.00 P 235.00 P 390.00 P 385.00 P165.00 P 315.00 P 535.00




Records section


5 mins



5 mins

C. Blanco


5 mins

C. Blanco


1 day

C. Blanco

REQUEST FOR RECORD



Person in Charge

Fees

Form

1 Write a letter



1 day



10 mins

R. Oba none Letter





6 35






Person in Charge

Fees Form

1



10 hrs. C. Blanco

2



C. Blanco

3


5 hrs C. Blanco

4


2 mins. C. Blanco

5


I. Vergara C. Ponla







Personnel Activity


Person in Charge

Fees Form

1 Present ID




3minutes J. Flores/

M. Velarde/

D. Turco

None None

2



1 minute

J. Flores/

M. Velarde/

D. Turco

None

None




Step No.


Personnel Activity


Person in Charge

Fees Form



1 minute J. Flores/

M. Velarde/

D. Turco












M. Velarde/

D. Turco


Official Receipt








Person in Charge

Fees Form

1 2 3 4 5



N/A N/A N/A N/A N/A




4 37




Step No.


Personnel Activity


Person in Charge

Fees Form



1 minute J. Flores/

M. Velarde/

D. Turco












M. Velarde/

D. Turco


Official Receipt








Person in Charge

Fees Form

1 2 3 4 5



N/A N/A N/A N/A N/A




4 37




Step No.


Personnel Activity


Person in Charge

Fees Form



1 minute J. Flores/

M. Velarde/

D. Turco



c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

Unit Chair

c/o Registrar

c/o Dean/

nit Chair

c/o Registrar





None

4




None

FOR NON-LNU CLIENTS

STEP NO.



PERSON IN-CHARGE

FEES FORM

1 2 3 4 5 6 7





None Venue rental


END OF TRANSACTIONS








Personnel Activity


Person in Charge

Fees Form










c/o Cashier



5 - 15 minutes

Student Assistant/

R. Naing

None Receipt




c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office


Validate ID Card




Print Entrance Slip


M. Velarde/

D. Turco

None ID

Official Receipt









Step No.



Person In Charge

Fees Form









None Same as above

2 39








Personnel Activity


Person in Charge

Fees Form










c/o Cashier



5 - 15 minutes

Student Assistant/

R. Naing

None Receipt




c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office


Validate ID Card




Print Entrance Slip


M. Velarde/

D. Turco

None ID

Official Receipt









Step No.



Person In Charge

Fees Form









None Same as above

2 39



END OF TRANSACTION






Step No.


Personnel Activity


Person in Charge

Fees

Form






5- 15 minutes

Student Assistant/

R. Naing

None Receipt

Advisement Slip



c/o IGP Office

c/o IGP Office

c/o IGP Office

c/o IGP Office


Validate ID Card




Print Entrance Slip

3 - 5 minutes

J. Flores/

M. Velarde/

D. Turco

None ID

Official Receipt

Advisement Slip

3



1-2 minutes

PPAF Director



4


Cashiering Section

1-2 minutes



Billing Statement

5


Client

1 minute


Reservation Form












Personnel Activity


Person in Charge

Fees Form




Noel A. Restor








None Property card




None None




END OF TRANSACTION

viii 41












Personnel Activity


Person in Charge

Fees Form




Noel A. Restor








None Property card




None None




END OF TRANSACTION

viii 41










Person In Charge

Fees Forms

1



2 months

BAC Secretariat

None

PPMP

2


1 hour

BAC Secretariat

APR

End of transaction

42 viiLNU Citizens Charter 2016 LNU Citizens Charter 2016


PERFORMANCE PLEDGE


















IB, REI &BDS




Order of Payment


Issue payment order

vi 43



PERFORMANCE PLEDGE


















IB, REI &BDS




Order of Payment


Issue payment order

vi 43
















End of Transaction


44 vLNU Citizens Charter 2016 LNU Citizens Charter 2016


Our Vision



Our Mission







Person In Charge

Fees Forms





Budget Officer





Supply office RFQ






1 day Supply office




End of transaction

iv 45



Our Vision



Our Mission







Person In Charge

Fees Forms





Budget Officer





Supply office RFQ






1 day Supply office




End of transaction

iv 45





Sex: Age Group:



_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


FOREWORD








Sex: Age Group:



_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


FOREWORD






46 iiiLNU Citizens Charter 2016 LNU Citizens Charter 2016





Certification 48





ii 47






Certification 48





ii 47



C E R T I F I C A T I O N

THIS IS TO CERTIFY THAT THE LEYTE NORMAL

UNIVERSITY (LNU), FACULTY AND PERSONNEL,

DO HEREBY SOLEMNLY SWEAR THAT THEY

SHALL CARRY OUT THE DUTIES AND

RESPONSIBILITIES FAITHFULLY

AND WELL AND THAT THEY

SHALL RENDER PROMPT,

COURTEOUS, EFFICIENT

AND EFFECTIVE SERVICE

TO ALL OUR

CLIENTS

AT

ALL TIMES

JUDE A. DUARTE, D.P.A.

University President

TABLE OF CONTENTS

Foreword iii

Vision and Mission iv

The Making of Leyte Normal University v

Performance Pledge vi

Procedure for Filling Complaints vii Management Information System 1

Cashier’s Office 6 Registrar’s Office 12

Accounting Office 17

Medical and Dental 22

Library 25

48 i

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