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TABLE OF CONTENTS
Philosophy, Vision, Mission and Goal 3
DMMMSU Core Values 3
Service Pledge 4
Feedback and Redress Mechanism 5
List of Frontline Services 5
Voucher Processing for the Payment of Mutual Aid Application/Renewal of Student Scholarship Application for Faculty Scholarship Technical Assistance Recruitment Filing of Administrative Complaints Voucher Processing for the Refund/Withdrawal of Bid Bond/ Performance Bond/ Retention Money Withheld/Payment of Civil Works/Goods Procurement of Civil Works/Supplies/Consultancy* using Public Bidding as Mode Procurement of Civil Works/Supplies/Consultancy* using Alternative Mode Procurement of Supplies /Materials that are available at PS-DBM
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Customer Feedback Form 17
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PHILOSOPHY Total human development with appropriate competencies
VISION A premier and globally competitive university.
MISSION Provides relevant quality instruction, research, and extension.
GOAL To lead in transforming human resources into productive, self-reliant citizens
and responsible leaders.
CORE VALUES
DMMMSU is where productive citizens, committed public servants, and great leaders are developed. And we can be more effective if we observe and promote the following CORE VALUES:
SERVICE
Let’s render quality Service to our clientele, other stakeholders, and the community.
PRODUCTIVITY
Let’s sustain our Productivity with our passion for work and by forging partnerships.
EXCELLENCE
Let’s always pursue Excellence in our programs, activities, and outputs.
CMMITMENT
Let’s deliver more than what is expected of us with our Commitment.
INNOVATIVENESS
Let’s continuously search for better ways of doing things with our Innovativeness.
ADVOCACY
Let’s empower people with our Advocacy of good values, principles, and practices.
LEADERSHIP
Let’s enhance DMMMSU’s Leadership, for her to stay on top, with the quality of our graduates, programs, and projects.
so we can make DMMMSU a world-class University.
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SERVICE PLEDGE
We, the officials and employees of the Don Mariano Marcos Memorial State University, hereby pledge to:
Deliver our respective duties and responsibilities with utmost efficiency, integrity and
professionalism.
Make every working hour of our service truly satisfying, fruitful and stimulating;
Mobilize resources of the University for optimum productivity and effectiveness;
Mediate judiciously every problem or conflict of our client that may arise in the
course of duty;
Strengthen our bond of camaraderie, synergy and dynamism as one organic entity; and
Use every opportunity as a stepping stone towards a higher level of commitment to
public service.
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FEEDBACK AND REDRESS MECHANISM
Please let us know how we have served you by doing any of the following: Accomplish our Feedback Form available in the offices and put it in the drop box at the Public Assistance and Complaints Desk. Send your feedback through our email address: [email protected] Talk to our OFFICER OF THE DAY.
If you are not satisfied with our service, your written/verbal complaints shall immediately be attended by the Officer of the Day at the Public Assistance and Complaints Desk.
THANK YOU for helping us continuously improve our services.
LIST OF FRONTLINE SERVICES Central Administration
Voucher Processing for the Payment of Mutual Aid
Application/Renewal of Student Scholarship
Application for Faculty Scholarship
Technical Assistance
Recruitment
Filing of Administrative Complaints
Voucher Processing for the Refund/Withdrawal of Bid Bond/Performance Bond/ Retention
Money Withheld/Payment of Civil Works/Goods
Procurement of Civil Works/Supplies/Consultancy* using Public Bidding as Mode
Procurement of Civil Works/Supplies/Consultancy* using Alternative Mode
Procurement of Supplies /Materials that are available at PS-DBM
Schedule of Availability of Service: Monday – Friday 8:00 a.m. – 5:00 p.m. without noon break
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Voucher Processing for the Payment of Mutual Aid Who may avail of the service? Bonafide Students/Pupils of the University How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Get Mutual Aid Form Issue mutual aid form. Give documentary requirements.
10 mins. Campus SAS Head/Staff
2 Accomplish Mutual Aid Form Fill-out the mutual aid form and attach required documents.
30 mins. Applicant/Authorize representative
3 Submit duly accomplished form to the OVPAA
Countercheck/verify if all the necessary supporting documents are attached and duly signed by concerned signatories.
30 mins. OVPAA Staff/SAS Director
4 Assess the Mutual Aid claim and recommends corresponding amount to be given based on approved policies.
1 hour OVPAA Staff
5 Review and approve recommended amount of mutual aid benefits.
10 min. SAS Director
6 Prepare voucher and for-ward to accounting Office.
30 mins. OVPAA Staff
7 Review and audit voucher 1 day Internal Auditor Budget/Finance Staff
8 Follow up / Receive Cheque. Issue/release cheque to concerned claimant.
1 hr. Cashier
END OF TRANSACTION
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Application/Renewal of Student Scholarship Who may avail of the service? Qualified Students What are the requirements?
1. Certificate of good moral character for new applicant. 2. Must not be a recipient of more than one scholarship, grant or financial assistance except on
meritorious cases. 3. Certificate of Grades - must not have any failing or incomplete grades in the preceding semester. 4. Certificate of Registration -must have a regular load as prescribed by their curriculum.
How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Secure and fill up application form.
Issue application forms. 5 mins. Campus Scholarship Coordinator
2 Submit the accomplished form with complete supporting doc-uments.
Receive, record , evaluate and process documents based on the scholarship guidelines. Submit processed application forms to the University Coordinator.
1 week
Campus Scholarship Coordinator
3 Recommend and indorse processed applications.
Within 1 week University Scholarship Coordinator
4 Approval of application. 1 week Sponsor
5 Follow up status of application.
Inform applicant re: status of application.
1 day Campus Scholarship Coordinator/ University Scholarship Coordinator
END OF PROCESS
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Application for Faculty Scholarship Who may avail of the service? Qualified Faculty Applicants How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Secure, fill up and submit application form.
Receive, record, and conduct initial evaluation of the application.
10 minutes Immediate Supervisor (Department Chair) of the Faculty Applicant
2 Assess application for submission to the Campus/Operating Unit
30 minutes College/Institute Scholarship Committee
3 Review and endorse application to the University
1 day Campus/Operating Unit Scholarship Committee
4 Final deliberation of the application and recommend for Approval.
Within 3 working days
University Scholarship Committee
5 Approve scholarship application.
1 hour University President
6 Follow up status of application. Transmit approval to the Campus/Operating Unit.
30 minutes Director for Instruction
7 Receive approval of application. Inform applicant of the status of his/her application.
30 minutes Head of Instruction
END OF PROCESS
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Technical Assistance Who may avail of the service? Farmers, Students, Researchers, Extensionists, Fisher Folks, Rural Women, Youth, etc. MODE: Technical Assistance through Pool of Experts, Publications, etc. How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Receive communication from
the client .
(If verbal, fill-out Technical
Assistance Form)
Proper recording
(Check if request is
applicable)
10 min.
(20 min)
Concerned
Operating Unit/s
Pool of Experts
2 Endorse to Operating Unit/s
concerned
Pool of Experts / type of
assistance determined.
10 minutes Concerned
Operating Unit/s
3 Experts receive request Approval / Confirmation 1 day Pool of Experts
4 Forward approved request to
concerned persons /
requesting client
Requesting client
receives feedback
1 day Concerned
Operating Unit/s
5 Preparation of MOU/MOA Giving of technical services
(lectures, techno-demo,
publications)
Case to case
basis
Pool of Experts
6 MOU/MOA Signing Concerned operating unit
and client sign the MOU/
MOA
30 min. Heads of both
parties
7 Requesting client receives Technical Services
Giving of Technical Services
(lectures/techno-demo,
publications)
Case to case
basis
Pool of experts
8 Feedback from the client to the services served.
Immediate response be
provided by the Pool of
Expert concerned.
1 day Client and Pool
of Expert
END OF TRANSACTION
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Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Search for Vacant Positions in the
DMMMSU Website/ CSC (Civil
Service Commission) Bulletin of
Vacant Positions/Operating Unit.
Publishes/Posts/Announces vacant
positions in the CSC Bulletin of Vacant
Positions, simultaneously in the concerned
campus/operating units of the University.
30 days Human Resource
Management Office
(HRMO)
2 Submit application for vacant
position.
Receives, records and conducts initial
evaluation.
10 min /
applicant
HRMO
3 Follow up status of application to
the Campus/Operating Unit
concerned.
Informs Applicants re: status of
application thru Email, SMS and/or mail.
5 min/ client/
applicant
HRMO
Evaluates documents based on
criteria (CSC Qualification Standard &
University Policy on Recruitment)
10 days
Campus Selection
and Promotion
Committee (CSPC)
Informs Applicants schedule of
Assessment (Interview/Written/
Practical Exam) thru email and SMS.
10 days
CSPC
4 Attend to the interview and written
examination.
Prepares Comparative Assessment of all
qualified applicants. (Interview/Written/
Practical Examination)
10 days
CSPC
Final Deliberation 10 days CSPC
Transmits result of the selection
process to the University Review
Committee.
10 days
CSPC
Conducts review on the Selection Process
conducted by the campus/operating unit.
5 days University Review
Committee (URC)
Transmission of Reviewed Result of
Selection/ Appointment.
Appointment/ Selection
1 day URC
University President
Submission of appointment to BOR/CSC
for confirmation/approval.
1 day University President
HRMO
5 Follow up the status of application. Posts Results for 15 days after the BOR
confirmation/approval of Appointment.
Inform applicants on the status of their
application.
Within 15
days upon
approval
HRMO
END OF TRANSACTION
Recruitment Who may avail of the service? Qualified Applicants How to avail the service?
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Filing of Administrative Complaints Who may avail of the service? Any aggrieved party. Representative of the aggrieved party/complainant How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 File the verified complaint, supporting documents, and Certificate of Non-Forum Shopping (CNFS).
Receives verified complaint, supporting documents, and Certificate of Non-Forum Shopping (CNFS). Checks requirements for completeness and compliance with formalities and notes deficiencies, if any, in the Complaint Checklist Form for the information of the complainant.
5 minutes Records Officer
2 Receive the receiving copy of the complaint.
Issues the receiving copy to the client.
3 minutes Records Officer
3 Forwards the complaint to the University Legal Officer.
3 minutes Records Officer
4 Determines if the complaint is sufficient in form and substance and forwards complaint to the Office of the President.
1 hour Legal Officer
5 Requires the person complained of to submit a Comment/Counter-Affidavit within three (3)days from receipt thereof.
1 hour President
6 Creates an Investigation Committee to conduct preliminary investigation.
1 hour President
7 Conducts preliminary investigation and submits Investigation Report to the Office of the President.
20 days Investigation Committee
9 Issues Formal Charge if prima facie is established; otherwise, dismisses the case.
1 day President
Requires Respondent to file answer to the Formal Charge.
3 days President
10 Creates Hearing Committee. 30 minutes President
Continued on next page
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Filing of Administrative Complaints Who may avail of the service? Any aggrieved party. Representative of the aggrieved party/complainant How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
Continuation...
11 Convenes and issues notice of pre-hearing conference to Complainant and Respondent.
10 days Hearing Committee
Receive notice. Delivers notice to Complainant and Respondent.
1 days Records Officer
12 Conducts pre-hearing conference. 1 hour Hearing Committee
13 Receive notice. Issues notices of hearing and conducts hearing.
30 days Hearing Committee
14 Submits report on hearings conducted.
15 days Hearing Committee
15 Receive decision. Issues Decision. 30 days President
16 File Motion for Reconsideration if decision is not favorable.
Receives Motion for Reconsideration and forwards it to the Office of the President.
15 days Records Officer
17 Receive Resolution on the Motion for Reconsideration.
Resolves the Motion for Reconsideration and issues Resolution.
15 days President
END OF TRANSACTION
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Voucher Processing for the Refund/Withdrawal of Bid Bond/Performance Bond/ Retention Money Withheld/Payment of Civil Works/Goods
Who may avail of the service? Contractors of Civil Works/Supplies How to avail the service?
Step Applicant/Client Service Provider
Duration
of
Activity
Person
in-charge
1 Request for:
A. Refund of Bid Bond
Attachment: Original Bid Bond Receipt
B. Withdrawal of Performance Bond/
Retention Money Withheld
Attachments: Certificate of Acceptance
C. Payment for Civil Works/Consultancy*
C.1. Other than Final Billing
Attachments: Joint Evaluation of
Project Statement of Work
Accomplishment
(DMMMSU & Contractor)
C.2. Final Billing
Attachments: Joint Evaluation of
Project, Statement of Work
Accomplishment (DMMMSU &
Contractor), Final Inspection Report,
Certificate of Completion
As– Built Plan
D. Payment for Goods
Receives Request for Refund/
Withdrawal/ Payment.
Prepares Certificate of Acceptance.
Signs Certificate of Acceptance.
Prepares Joint Evaluation of Project.
Prepares Statement of Work
Accomplishment.
Prepares other supporting documents.
Prepares Joint Evaluation of Project.
Prepares Statement of Work
Accomplishment.
Prepares Final Inspection Report.
Prepares Certificate of Completion.
Prepares As-Built Plan.
Prepares supporting documents.
1 min.
10 min.
2 days
1 day
10 min.
10 min.
University
President’s Staff
University Engineer
University President
University Engineer
University Engineer/
University Architect
Contractor
UBAC Secretariat
University Engineer
University Engineer/
University Architect
University Engineer
University Engineer
Contractor
Supply Officer
2 Prepares voucher for payment. 15 min. Supply Officer
3 Pre-audits voucher. 10 min. Internal Auditor
4 Reviews documents and signs voucher
for availability of fund
20 min. Chief
Accountant
5 Records amount of payment 5 min. Internal Auditor
6 Signs voucher for legality of payment. 5 min. VP for Admin./
Authorized Signatory
7 Signs voucher for approval of payment. 5min. University President
8 Prepares check for payment. 5 min. Cashier
9 Signs Check. University President
10 Receives check. Releases check. 5 min. Cashier
END OF TRANSACTION
* The TWG for Consultancy service/project shall prepare the required accomplishment reports.
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Procurement of Civil Works/Supplies/Consultancy* using Public Bidding as Mode
Who may avail of the service? Heads of Offices How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Purchase Request (PR) / Expression of
Interest
Consolidates PR. (Goods)
Prepares plans. (Civil
Works)
Terms. (Consultancy)
30 min./
project
Supply Officer
UIPO
End-User
2 Pre-procurement Conference.
**Approved PPMP, APP
**Certificate of Fund Availability
Conducts
Pre-Procurement
Conference.
½ day BAC
BAC-TWG
BAC Secretariat
3 Preparation of documents for bidding. Prepares Bid documents 1 day BAC Secretariat
4 Posting Invitation to Apply for Eligibility
and to Bid (IAETB)
**Approved Plans
** Approved PRs
** Certificate, Fund Ability
Posts IAETB. BAC Secretariat
5 Pre-Bid Conference
** Pre-procurement Conference’ Minutes
Conducts Pre-Bid
Conference
25 min./project BAC,
BAC Secretariat, BAC TWG
6 Opening of Bid Conducts Opening of Bid 25 min./Bid BAC,
7 Technical Evaluation
**Bid Documents
Evaluate Bids BAC TWG
BAC Secretariat
8 Post-Qualification
** Bid Documents
Posts Qualified Bidder
with the Lowest Bid
1/2 day
BAC, BAC TWG,
BAC Secretariat
9 Awarding of Projects
** TWG Evaluation Report
** BAC Resolution
Issues Notice of Award Univ. President assisted by
BAC Secretariat
10 Contract Signing
** Performance Security
Signs Contracts Univ. President/ Chancellor
assisted by BAC Secretariat
11 Performance of Contract/Project
** Contract
Issues Notice to
Proceed
30 min./
project
Univ. President/
Chancellor assisted by BAC
Secretariat
12 Acceptance
** Joint Evaluation Inspection Report
Accepts finished
Project/ Goods
55 min. Univ. President/
Chancellor
13 Procurement Monitoring Report. (PMR) Prepares PMR. 10 min./
project
BAC Secretariat
Supply Officer
END OF TRANSACTION
Note:
* All subject items of procurement must be included in the PPMP and APP approved by the Head of Procuring Entity.
**Required Documents
Durations stated are for particular steps. RA 9184 specifies minimum/maximum periods between steps.
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Procurement of Civil Works/Supplies/Consultancy* using Alternative Mode
Who may avail of the service? Heads of Offices How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Purchase Request (PR) /
Expression of Interest
Consolidates PR. (Goods)
Prepares plans. (Civil Works)
Terms. (Consultancy)
30 min./project Supply Officer
UIPO
End-User
2 Pre-procurement Conference.
Conducts
Pre-Procurement
Conference.
½ day BAC
BAC-TWG
BAC Secretariat
3 Preparation of Procurement
Documents
Request for Alternative Mode.
Approves Request for Alt. Mode
Approves BAC Resolution for
Alternative Mode
10 minutes
10 minutes
5 minutes
Supply Officer
BAC
Univ. President
4 Posting Procurement Documents
(if necessary)
Posts Procurement Documents. BAC Secretariat
5 Conduct of Alternative Procurement Conducts Alternative
Procurement Methods.
Supply Officer/
BAC Secretariat
6 Opening of Proposals Prepares Abstract of
Procurement
10 min. /proposal Supply Officer/
BAC Secretariat
7 Contract Signing Prepares Contract/Purchase
Order
Signs Contract/Purchase Order
½ day UBAC Secretariat
Supply Officer
President/
Chancellor
8 Delivery and
Inspection of Items
Inspects items delivered.
Accepts/rejects items delivered.
30 min./
project
Supply Officer
Inspection Team
10 Delivery of items to the end-user. Delivers items to the end-user.
Issues Memorandum of Receipt
(MR) / Inventory Custodian Slip
(ICS).
55 min. Supply Officer
Supply Officer
11 Procurement
Monitoring Report. (PMR)
Prepares PMR. 10 min./
project
BAC Secretariat
Supply Officer
END OF TRANSACTION
Note:
* All subject items of procurement must be included in the PPMP and APP approved by the Head of Procuring Entity.
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Procurement of Supplies /Materials that are available at PS-DBM Who may avail of the service? Heads of Offices How to avail the service?
Step Applicant/Client Service Provider Duration of
Activity
Person
in-charge
1 Submit PPMP to the Office of the Pres-
ident
Approval of PPMP
PPMP to APP
5 mins.
2 weeks
University President
BAC Secretariat
2 Prepares Purchase Request Approves Purchase Request 5 min. University President
3 Prepares APR. Signs APR 5 min. University President
Transmits APR.
Receives Quotation.
1 hr. Supply Officer
Prepares Voucher and Payment 15 min. Supply Officer
Picks up item 1/2 day Supply Officer
Acceptance/Inspect Item 1/2 day Supply Officer
Inspection Team
4 Receive Supplies/Materials delivered. Release to End-user 15 min. Supply Officer
Prepares Procurement
Monitoring Report. (PMR)
5 min.
BAC Secretariat
Supply Officer
END OF TRANSACTION
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