citizens charter upbaguio final

UNIVERSITY OF THE PHILIPPINES BAGUIO

Baguio City

CITIZEN’S CHARTER

VISION

As a constituent university of the University of the Philippines

System, U.P. Baguio will sustain its lead position in the

delivery of tertiary education in the north.

It will continue to nurture and develop innovative programs

in the arts and sciences. It will also continue to develop the

niche it has created over the past decades in Cordillera Studies

MISSION

Our mission, therefore, as a unit of the U.P. System

and as the leading institution of higher learning in Northern Luzon,

is to spearhead the offering of the highest standard of education

and to contribute to the overall upgrading of the quality of

instruction in the region.

It is also to create an impact in our region by informing our

programs with regional perspective to better enable us to address

the specific and unique character of our region.

UNIVERSITY OF THE PHILIPPINES BAGUIO

LIST OF FRONTLINE SERVICES

TYPE OF FRONTLINE SERVICE

FEE

FORMS/REQUIREMENTS

PROCESSING

TIME (UNDER NORMAL

CIRCUMSTANCES

PER TRANSAC-

TION)

OFFICE IN CHARGE

I. INFORMATION/ASSISTANCE

TO INCOMING GUESTS AND

VISITORS

II. APPOINTMENTS WITH

CHANCELLOR, VICE

CHANCELLOR FOR ACADEMIC

AFFAIRS, VICE CHANCELLOR

FOR ADMINISTRATION,

COLLEGE DEANS AND OTHER

HEADS OF OFFICES

None

None

None

None

5-15 minutes

(including

escorting client

to location or

office)

10-15 minutes

for the whole

process

Security Office

Concerned Office/s

III. APPLICATION AND

ADMISSION-MASTERAL

PROGRAMS

A. Master of Management (Institute

of Management)

B. Master Arts in Social and

Development Studies (College of

Social Sciences)

C. Master of Language and Literature

(College of Arts and

Communication)

D. Master of Science in Mathematics

Application

Fee -

P250.00

(for each

program)

Brochure

Application Form

Transcript of Records

(Original and Xerox Copy)

Reference Report – 3 copies

Birth Certificate – 2 xerox

copies.

Marriage Contract- 2 xerox

copies .

2 x 2 Pictures – 4 copies

1 hour for the

whole

application

process

MM Program -Institute

of Management

MASDS- College of

Social Sciences

MALL-College of Arts

and Communication

MSM-College of

Science

IV. INFORMATION AND

RECORDS MANAGEMENT

(STUDENT-RELATED)

1. Request and issuance of

certifications, i.e., candidacy for

graduation; no contract; no pending

case; GWA, etc.

2. Request and issuance of Official

Transcripts of Records and issuance of

Diplomas

3. Request for verification of records,

i.e., OTRs, diplomas, etc.

4. Request and signing of clearances

5. Request for Certificate of Good

Moral Character

6. Answering queries and actions

related to:

a. UPCAT matters

P20.00 /

page

P30.00/

page

P50.00/

page

None

P20.00

None

OUR Form No. 1

OUR Form No. 1

OUR Form No. 1

Clearance Form

Request Form-OCG-CMC

None

5 minutes-2

hours

5 minutes for

application and

15 days

processing time

3 minutes

requesting time;

within the day

processing

10-15 minutes

15 minutes

None

Office of the University

Registrar


Registrar


Registrar


Registrar, College

Secretaries of the

College of Arts and

Communication,

College of Science,

College of Social

Sciences

Office of Guidance and

Counseling


Registrar

b. transfer policies and processing

of requests for transfers

c. Law Aptitude Exam (LAE) and

receiving forms related thereto

d. foreign student admission

P100.00 /

application

None

None

UP Form

None

None

10 minutes

application time;

one (1) week

10 minutes

10-15 minutes


Registrar


Registrar


Registrar

V. INFORMATION AND

RECORDS MANAGEMENT

(PERSONNEL-RELATED)

A. Job Vacancies

1. Inquiries of Application for

Job Vacancies (phoned-in

or walk-in)

2. Submission of Application

for Job Vacancies

B. Request of Certificate of

Employment, Service Record

and other personnel documents

(phoned-in or walk-in)

None

None

None

Application/Request Form for

Certificate of Employment,

Service Record and Other

Personnel Records

Accomplished Application

Form

HRDO Request Slip

5 minutes

10 minutes

processing; 20

minutes for

interview if

qualified and 1

week for result

Human Resources

Development Office

Human Resources

Development Office

Human Resources

Development Office

VI. COLLECTION and

DISBURSEMENT SERVICES

A. Payment of fees

None

Payment Slip

3 minutes

Cashier’s Office

B. Claims payment for

goods/services rendered

C. Request for copy of

receipt/certification of payments

made

None

None

Company ID Card

Request Slip

12 minutes

1 hour

Cashier’s Office

Cashier’s Office

VII. STUDENT SERVICES

A. Appointment for Tutorials and

Enrichment Sessions

B. Physical Examination for

Incoming Freshmen

C. Reservation for Residency –

Personal or by Phone

D. Library Services:

1. Charging/Discharging/Paging

Library Materials

2. Overnight Loan Reservations

3. Borrower’s Registration

4. Signing of Clearance

5. Student Activity

None

None

None

None

None

None

None

None

Appointment Slip

Chest X-ray Result

UP Form 2 and 2A

Reservation For Residency

Form

Properly filled up Book Card;

ID Card

ID Card; Properly Filled Up

Overnight Reservation Slip

Form 5, ID Card

Duly accomplished Clearance

Form

Student Activity Form

20 minutes

(plus 2 hours

tutorial

attendance

33 minutes

10-20 minutes

1 minute./

volume

1 minute/

book

1 minute/book

3 minutes/

transaction

5 minutes

10 minutes

processing time;

1-2 days waiting

time

Learning Resource

Center

Health Services Office

UP Dormitory

Library

Library

Library

Library

Office of Student Affairs

6. Request for Classroom Use

7. Application for Short Term and

CHED Safe Loan

8. Request for Refund

9. Processing of Stipend

None

None

None

None

Room Reservation Form

Short-term Application Form;

CHED Safe Loan Form

Refund Form

Form 5 and TCG

5 minutes

13 minutes

processing; 4

days waiting

time

5 minutes

processing; 4

days waiting

time

9 days

Office of Student Affairs

Office of Student

Affairs/Cashier

Office of Student

Affairs/Cashier

Office of Student

Affairs/Cashier

VIII. RESERVATIONS/

REQUESTS (Internal and External

Requests)

A. Use of facilities, venues and

rooms

Please refer

below*

CPDMO Form 1, 5 and 6

15 minutes-30

minutes

Office of the Chancellor

IX. OTHERS

A. Attendance to

Seminars/Bridging Courses for

Non-UP Students

B. Transient Reservation-personal

or by phone

C. Social calls/social visits for

residents

Please refer

below**

None

None

Registration Form

Transient/Guests Reservation

Form

None

10 minutes

8-10 minutes

3-5 minutes

Institute of Management

UP Dormitory

UP Dormitory

*External Use Rates: Auditorium- P5,000/day; P3,000/half-day; Multipurpose Hall-P1,700/day;P1,000/half-day; Audio-Visual Room (IM/CS/CSS)-P2,000/day;

P1,000/half-day; Classrooms-P1,500/day; P750/half-day; Equipment- P1,000/day per equipment.

**Seminar in Accounting for Executives and Non-Accountants-P3,500.00; Seminar in Mathematics for Economics and Management-P3,500.00; Seminar in

Organizational Communication-P1,500.00; Seminar in Statistics for Managers and Non-Statisticians-P2,000.00

OFFICE: SECURITY OFFICE

FRONTLINE SERVICE: INFORMATION/ASSISTANCE TO INCOMING GUESTS AND VISITORS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests for

assistance/make

inquiry/ies

Gets details, calls concerned

office/personnel and issues

visitor’s pass when necessary

3 minutes

Guard on Duty

None

Identification card of client

(GSIS, SSS, Philhealth,

Passport, Driver’s License, etc.)

(Residence Certificate/ATM

Card not acceptable)

2 Asks for

direction/location

Guides the client to the

office/department concerned/

Issues Visitor’s Pass

5-10 minutes

Security Head or

Guard on Duty

Visitor’s Pass

3 Locates

office/department

concerned or see

personnel concerned

Ensures client locates

appropriate office/department

or personnel to be contacted

1 minute

Security Head or

Guard on Duty

OFFICE: CHANCELLOR’S OFFICE, OFFICE OF THE VICE CHANCELLOR FOR

ACADEMIC AFFAIRS AND ADMINISTRATION, OFFICE THE DEAN OF

THE COLLEGES OF SCIENCE, ARTS AND COMMUNICATION, SOCIAL

SCIENCES AND OTHER OFFICES/UNITS

FRONTLINE SERVICE: APPOINTMENTS WITH HEADS OF OFFICES

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests for

appointment/Provides

information

(personal/by phone)

Inquires on purpose of

appointment/visit; requests

client to sit comfortably (if

personal); requests client to

hold on phone (if by phone)

2 minutes

Remy Ramos /

Gerardo Malicdem

None

None

2

Waits for action

Informs concerned official of

the appointment; requests

client to wait if official has a

visitor or meeting

5-15 minutes

Remy Ramos /

Gerardo Malicdem

3 Receives time and date

of appointment/visit or

waits for official

meeting

Informs client of time and

date of appointment/visit or

informs client to wait

3 minutes

Remy Ramos /

Gerardo Malicdem

4 Sees official concerned Informs client of the

availability of the official

Remy Ramos /

Gerardo Malicdem

OFFICE: INSTITUTE OF MANAGEMENT

FRONTLINE SERVICE: MM PROGRAM APPLICATION

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires on Master’s

program with regard to:

a) general information

b) qualifications

c) how to apply

d) schedule of exam

e) deadline for filing

Gives necessary information;

answers pertinent questions;

issues application form and

brochure

15 minutes

Carmen Ramos

Brochure

Application form

2

Files application form

Pre-evaluates/checks

application and documents

15 minutes

Carmen Ramos

Application form

Transcript of records, original

& Xerox copy

Reference report – 3 copies

Birth certificate – 2 xerox cpc.

Marriage contract- 2 xerox cps.

Pictures – 4 cps

3 Pays application fee at

the Cashier’s Office;

Cashier issues Official

Receipt;

5 minutes Maribel Quinto /

Thea Montalban

P250.00

4 Presents official receipt

of application fee

Records Official Receipt

Number in the application

form and in the master list of

applicants

1 minute

Carmen Ramos

Official receipt of application

fee

5 Gets permit for the

entrance exam

Issues permit to applicant 1 minute Carmen Ramos Permit for the exam with photo

attached

6 Gets schedule of

interview

Issues notice re schedule of

interview

1 minute Carmen Ramos Notice of interview schedule

7 Reports for Interview Asks information/data and

questions

20 minutes Carmen Ramos

8 Gets eligibility for

admission if passed the

admission

requirements

Issues eligibility for admission

and obtains additional

information


OFFICE: COLLEGE OF SOCIAL SCIENCES

FRONTLINE SERVICE: MASDS PROGRAM APPLICATION

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS



f) general information

g) qualifications

h) how to apply

i) deadline for filing




brochure

15 minutes

Jennifer Geronimo

Brochure

Application form

2


Pre-evaluates/checks

application and documents

15 minutes

Jennifer Geronimo/

Members of the

Committee –

Ma. Nela Florendo

Analyn Amores

Achilles Costales

Application form


& Xerox copy



Marriage contract (if

applicable)- 2 xerox cps.

Pictures – 3cps




Receipt;


Thea Montalban

P250.00


of application fee




applicants

1 minute

Jennifer Geronimo


fee

5 Gets schedule of

interview

Issues notice re schedule of

interview

1 minute Jennifer Geronimo Notice of interview schedule

6 Reports for Interview Asks information/data and

questions

20 minutes Jennifer Geronimo

7 Gets eligibility for

admission if passed the

admission

requirements

Issues eligibility for admission

and obtains additional

information

2 minutes

Jennifer Geronimo

OFFICE: COLLEGE OF ARTS AND COMMUNICATION

FRONTLINE SERVICE: MALL PROGRAM APPLICATION

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS



j) general information

k) qualifications

l) how to apply

m) schedule of exam

n) deadline for filing




brochure

15 minutes

Violeta Otanes

Brochure

Application form

2


Pre-evaluate/check application

and documents

15 minutes

Violeta Otanes

Application form


& Xerox copy



Marriage contract- 2 xerox cps.

Pictures 2X2– 4 cps




Receipt;


Thea Montalban

P250.00


of application fee




applicants

1 minute

Violeta Otanes


fee

5 Gets permit for the

entrance exam

Issues permit to applicant 1 minute Violeta Otanes Permit for the exam with photo

attached

6 Takes entrance exam on

the date indicated on

the permit

Administers and proctors

entrance exam

3 hours MALL Dept. Head

Francisco Rosario

Permit for the exam with photo

attached

7 Checks posted list of

qualified applicants

Checks exam and posts list of

qualified applicants

1 week MALL Dept. Head

Francisco Rosario

OFFICE: COLLEGE OF SCIENCE

FRONTLINE SERVICE: MASTER OF SCIENCE IN MATHEMATICS PROGRAM APPLICATION

STEPS CLIENT SERVICE PROVIDER DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES FORM/REQUIREMENTS



a. general information

b. qualifications

c. how to apply

d. schedule of exam

e. deadline for filing

f. availability of

scholarships

Gives necessary

information; answers

pertinent questions;

issues application from

and brochure

15 minutes

Joanne David

Brochure

Application form (downloadable)

Referral to UPB’s website re

admission requirements

2 Files application form Pre-evaluate/check

application and

documents

15 minutes

Program Adviser

of MS Math –

Prof. Juancho

Collera

Brochure

Application Form

Transcript of Records

(Original and photocopy)

NSO Birth Certificate - 2 xerox

copies

Marriage Contract - 2 copies

2 x 2 pictures - 4 copies

3 Pays application fee at the

Cashier’s office


Receipt

5 minutes Maribel Quinto

/Thea Montalban

P 250.00

4 Presents OR of application

fee


number in the

application form and in

the master list of

applicants

1 minute

Joanne David

Official receipt of application fee

5 Gets schedule of interview Issues notice re schedule

of interview

1 minute Joanne David Notice of interview schedule

6 Reports for Interview Asks information/data

and questions

20 minutes Joanne David

7 Gets eligibility for admission

if passed the admission

requirements

Issues eligibility for

admission and obtains

additional information

2 minutes

Joanne David Notice of eligibility to enroll in

the graduate program

OFFICE: OFFICE OF THE UNIVERSITY REGISTRAR

OFFICE OF THE COLLEGE SECRETARIES OF VARIOUS COLLEGES

FRONTLINE SERVICE: REQUEST AND ISSUANCE OF CERTIFICATIONS

STEP

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY)

PERSON-IN-

CHARGE

FEES

FORM/REQUIREMENTS

1 Gets prescribed form Issues prescribed form and

gives instructions to client

1 minute Philip De Vera

Amihan Rivera

Violeta Laron

OUR Form

2 Proceeds to Cash Office

for payment

Accepts payment and issues

official receipt


/Thea Montalban

P20.00/

page

3 Proceeds to Office of

the University Registrar

or the Office of the

College Secretary of the

different Colleges and

submit form

Accepts form and checks

Official Receipt; instructs

client to return next day

1 minute

Philip De Vera

Amihan Rivera

4 Returns to get

certification

Processes request (includes

retrieval of student jacket;

checking vs student records;

computation, if required, etc.

and preparing certification for

signature of College Secretary

or University Registrar)

Variable depending

on type of

certification

requested; may

range from 20

minutes to 2 hours

Philip De Vera

Amihan Rivera

5 Gets certification Issues certification to client 1 minute Philip De Vera

Amihan Rivera


FRONTLINE SERVICE: REQUEST AND ISSUANCE OF OTRS AND ISSUANCE OF DIPLOMA

STEP

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY)

PERSON-IN-

CHARGE

FEES

FORM/REQUIREMENTS

1 Gets application form Issues application form and

gives instructions to client

1 minute Violeta Laron

Jennifer Geronimo

OUR Form

2 Proceeds to the Cash

Office for payment


official receipt


/Thea Montalban

P30.00/

page

3 Proceeds to the Office

of the University

Registrar and submits

form

Accepts form and checks

official receipt

1 minute

Violeta Laron

Jennifer Geronimo

4 Waits for processing Processes request (includes


encoding of information /

entries / checking of

credentials; printing of draft

Official Transcript of Records;

rechecking by another Student

Records Evaluator; final

encoding, if any and final

printing for signature of staff /

University Registrar;

photocopying for file;

stamping of dry seal; attach

acknowledgement slip)

15 working days

Violeta Laron

Jennifer Geronimo

5 Gets Official Transcript

of Records

Issues Official Transcript of

Records / diploma to client

1 minute Violeta Laron

Jennifer Geronimo


OFFICE OF THE COLLEGE SECRETARIES OF VARIOUS COLLEGES

FRONTLINE SERVICE: REQUEST FOR VERIFICATION OF RECORDS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY)

PERSON-IN-

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests verification of

scholastic record

through mail, email or

personal

Accepts requests

1 minute

Violeta Laron Request Slip

2 Proceeds to Cash

Office for payment


OR


/Thea Montalban

P50.00 /

student for

local

3

Submits request to the


Registrar

Processes request including


verifying scholastic records;

encoding of entries in form or

preparation of certification;

signing by University

Registrar

Within the day

Violeta Laron

4 Gets accomplished

verification form (if

personally requested)

or mailed to concerned

company / individual if

request is done by mail

Issues certification /

verification or mails

Within the day

Violeta Laron

OFFICE: OFFICE OF THE COLLEGE SECRETARY OF VARIOUS COLLEGES

FRONTLINE SERVICE: REQUEST AND SIGNING OF CLEARANCES

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY)

PERSON-IN-

CHARGE

FEES

FORM/REQUIREMENTS

1 Gets clearance form

from respective

colleges

Issues clearance form and

instructs client

1 minute Amihan Rivera

Jennifer Geronimo

None Clearance Form

2 Goes to concerned

offices for signing (i.e.,

lab, Dean of College;

library; ODSA; OUR,

Chancellor’s office)

Checks against list of students

with accountabilities and

countersigns (if with

accountability, client

instructed to pay or settle

accountability)

3 minutes per

office

Amihan Rivera

3 Surrenders 2nd

copy of

clearance to OUR /

OCS as needed; Gets

copy of clearance

Accepts copy of clearance

and files

1 minute

Violeta Laron

OFFICE: OFFICE OF COUNSELING AND GUIDANCE

FRONTLINE SERVICE: REQUEST FOR CERTIFICATE OF GOOD MORAL CHARACTER

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires/Requests for

Certificate of Good

Moral Character

Retrieves of student personal

file and printing of the

certificate

1-2 minutes

Sally Leung

Request Form-OCG-CMC

Request Form

2 Pays certificate fee at


Issues Official Receipt 2 minutes Maribel Quinto

/Thea Montalban

P20.00/

certificate

3 Shows Official Receipt

to the Office of

University Registrar

and have it cleared

Office of University Registrar

signs the form

5 minutes

Phillip De Vera

4 Returns to Office of

Counseling and

Guidance and present

Official Receipt

Clerk prepared certificate;

Checks the Official Receipt

and Guidance Counselor signs

the certificate

5 minutes

Sally Leung

Official Receipt noted by the

Office of University Registrar

5 Receives Certificate 1 minute


FRONTLINE SERVICE : INQUIRY ON UPCAT MATTERS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires on UPCAT

matters

Gives necessary information.

on UPCAT matters

3-5 minutes Amihan Rivera None None

2

Receives information Inquires on other matters/gives

information

2 minutes Amihan Rivera


FRONTLINE SERVICE : INQUIRY ON TRANSFER POLICIES AND PROCESSING OF REQUESTS

FOR TRANSFER

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires on Transfer

Policies


on Transfer Policies


2

Receives information Inquires if student is

transferring (if yes, gives UP

Form for transfer request)

2 minutes

Jennifer Geronimo

UP Form

3 Pays transfer fee at the

Cashier’s

Office/Receives Official

Receipt (for transferees

from Non-UP School)

Issues Official Receipt

3 minutes

Maribel Quinto

/Thea Montalban

P100.00

4 Presents Official

Receipt of payment

Instructs client to come back

before enrolment to determine

status of transfer application

One (1) week Jennifer Geronimo

5 Waits for final action

from Chancellor

Issues notice of action 1 month Personnel In-

charge


FRONTLINE SERVICE : INQUIRY ON FOREIGN STUDENT ADMISSION

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires on foreign

student admission


on foreign student admission

15-25 minutes Jennifer Geronimo None None

2

Receives information Inquires on other matters/gives

information


OFFICE: HUMAN RESOURCES DEVELOPMENT OFFICE

FRONTLINE SERVICE : INQUIRY/SUBMISSION OF REQUIREMENTS ON JOB VACANCIES

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires information

on job vacancies


on job vacancies

5 minutes Sofia Pallasigue

Application Letter,

Resume/Curriculum

Vitae/.Bio-data, Eligibility

Certificate/s, Employment

Certificate/s, Transcripts of

Records, Diploma, Certificates

of Trainings

2

Files application for

advertised job vacancies

Receives application from

clients (applicants)


3 Submits requirements

Checks documents submitted

by applicants


4 Inquires schedule of

interview

Informs applicant if qualified

for interview

2 minute Donna Alambra

Je-ann Andrada

5 Reports for Interview Interview with Committee 20 minutes ADPFC

6 Waits for result Informs client of result 1 week Donna Alambra

Je-ann Andrada

OFFICE: HUMAN RESOURCES DEVELOPMENT OFFICE

FRONTLINE SERVICE : REQUEST FOR CERTIFICATE OF EMPLOYMENT, SERVICE RECORD

AND OTHER PERSONNEL RECORDS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Requests Certificate of

Employment, Service

Record and other

documents ( either

verbal request or thru

telephone call)

Checks 201 file / personal file

of employee concerned

5 minutes

Donna Alambra

P20.00

Accomplished HRDORequest

Slip; Clearance for service

record issued, Certificate of

Employment (for those with

pending administrative cases)

2

Waits for Processing Processes the

Certificate/Service; procures

signature/s

10 minutes Donna Alambra

3 Receives certificate Records and issues certificate 3 minutes Donna Alambra

OFFICE: CASHIER’S OFFICE

FRONTLINE SERVICE : COLLECTION OF PAYMENTS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Presents request for

payment/payment slip

Checks and verifies details of

request/payment slip; prepares

O.R., acknowledges payment;

gives change if any

3 minutes Thea Montalban

Payment Slip

2

Receives Official

Receipt

Issues Official Receipt 1 minute Thea Montalban


FRONTLINE SERVICE : DISBURSEMENTS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Claims payment for

goods and/or services

Requests Company ID or

letter of authorization; verifies

availability of payment

2 minutes

Maribel Quinto

None

Company ID/Acceptable ID

2

Signs Disbursement

Voucher and Warrant

Register

Checks signature of claimant 3 minutes Maribel Quinto

3 Issues Official Receipt

for payment

Checks Official Receipt

against details on DV


4 Receives check and tax

certificates

Releases check and tax

certificates



FRONTLINE SERVICE : REQUEST FOR CERTIFICATE OF PAYMENT

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests for copy of

receipt/certification

made

Verifies in cashbook/records

the payment details, i.e., date,

payee, nature of payment,

amount paid, O.R. number

1 day

Thea Montalban

Payment Slip

2

Pays certification fee Issues Official Receipt 2 minutes Personnel In-

Charge

P20.00 per

page

3 Waits for certification Prepares and prints

certification

3 minutes

Thea Montalban

4 Waits for certification Signature of person preparing

certification and Head of

Office

5 minutes

Irene Enriquez

Official Receipt of payment

5 Receives certification Issues certification 1 minute Thea Montalban

OFFICE: LEARNING RESOURCE CENTER

FRONTLINE SERVICE: APPOINTMENT OF TUTORIAL AND ENRICHMENT SESSIONS

Availability of Service – 8:00am-5:00pm

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests to avail

tutorials or enrichment

sessions

Gives instructions or answer

queries

2 minutes Leagene Tolentino None Request for

Tutorial/Enrichment Slip

2 Fills out the enrichment

slip. Proceeds to the

mentor’s corner,

Chooses one mentor

and informs the clerk

Checks on the completeness of

the data provided. Pins the

slips beside the mentor’s

name.

5 minutes Leagene Tolentino None

3 Gives the filled-out slip

to the clerk if in case no

mentor was chosen

Checks on the completeness of

the data provided. Selects an

available mentor. Pins the slip

beside the mentor’s name.


4 Follows-up request by

dropping by at the

center the next day or

Informs the client about the

action of the mentor.


5 Attends the approved

scheduled date and time

of tutorials (be at the

center 5 minutes before

the scheduled session)

Tells the client to wait for the

chosen mentor or the assigned

mentor.

3 minutes

Leagene Tolentino

None

6 Attends the tutorial.

Observes tutorial

procedures and ethics.

Gives the enrichment

slip to the mentor.

Mentor tutors the student.

Observes tutoring ethics.

2 hours

Peer Mentor

None

7 Signs on the tutorial

logbook before leaving

the center

Helps the client to provide all

information needed in the

logbook

3minutes

Peer Mentor

None

OFFICE: UP DORMITORY

FRONTLINE SERVICE: RESERVATION FOR RESIDENCY (BY PHONE)

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Inquires on the

procedure/basic

requirements.

Gets details of call. 2 to 3 minutes Paula Bayao

Ofelia Valencia

None Reservation for Residency

Form

2

Waits for action.

Checks on the details of

information to be relayed.

2 to 3 minutes Paula Bayao

Ofelia Valencia

3

Receives response.

Ask for other

information.

Provides the complete

information.

- type of available room

- dorm fees

- documents to be filled

up

- other requirements

- confirmation dates

- answer other queries

5 to 10 minutes

Paula Bayao

Ofelia Valencia

OFFICE: HEALTH SERVICES UNIT

FRONTLINE SERVICE: PHYSICAL EXAMINATION FOR INCOMING STUDENTS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Checks for physical

examination

Issues priority number 1 minute Dr. Linda Macalalag

Dr. Laila Jara

Abigail Daculan

None Chest Xray result

UP Form 2

2 Fills up Form 2A (With

Chest X-ray result and

Form 2A)

For those without CXR

and UP Form 2A,

advised to go for CXR

or may submit result on

a later date

Assists in filling up Form 2A

10 minutes

Dr. Linda Macalalag

Dr. Laila Jara

Abigail Daculan

None

UP Form 2A

3 Submits accomplished

UP Form 2A and Chest

Xray result

Checks completion and

accuracy of information

needed

1 minute

Abigail Daculan

None

4 Reports for Dental

Medical Examination

1.Undergoes taking of

vital signs and

anthropometric

measurement (height,

weight, BP, PR, VA);

2. Undergoes oral

examination.

Referred to private

dentist for dental

attention when

necessary;

3. Undergoes head to

toe examination by

Physician through:

Inspection, Palpation,

Percussion and

Auscultation

Nurse gets vital sign and

anthrometric measurement

Dentist conducts oral

examination

Physician conducts physical

examination

3 minutes

5 minutes

5 minutes

Abigail Daculan

Dr. Ronaldo Hidalgo

Dr. Linda Macalalag

Dr. Laila Jara

None

Chest Xray Result

UP Form 2

UP Form 2A

5 Receives certificate of

enrolment

Issues certificate of enrolment 5 minutes Dr. Linda Macalalag

Dr. Laila Jara None Certificate of Enrolment

6 Gets referral for

cardiac, thyroid,

pulmonary clearance,

repeat Chest Xray, and

eye refraction when

necessary

Gives referral slip

3 minutes

Dr. Linda Macalalag

Dr. Laila Jara

None

Referral


FRONTLINE SERVICE: RESERVATION FOR RESIDENCY (PERSONAL)

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Inquires on the

procedure/basic

requirements.

Gives instructions/answer

queries; Hands over

forms/documents to be filled up.


Ofelia Valencia

Notice from the University

Registrar

(UPCAT Passer)

2

Fills up

forms/documents.

Gives instructions to accomplish

form.


Ofelia Valencia

Reservation for Residency

Form and other Dorm Forms

3

Submits

forms/documents.

Receives forms/documents and

other requirements


Ofelia Valencia

3 copies of 2x2 ID Picture

4

Waits for action. Checks on the completeness of

documents. Sign documents.


Ofelia Valencia

Payment of Dorm Fee

5

Pays dorm fees.

Receives cash and issues official

receipt/s.


Ofelia Valencia

6

Receives receipt/s,

etc. Listens to further

instructions. Asks for

other information.

Gives further instructions on

checking-in of residents.

Provides additional information.


Ofelia Valencia

7 Receives response

OFFICE: LIBRARY

FRONTLINE SERVICE: CHARGING/DISCHARGING/PAGING LIBRARY MATERIALS

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON

IN

CHARGE

FEES

REQUIREMENTS

A. A. Charging Library

Materials

1

Gets book from the shelves,

writes full name and &

student number on the book

card.

Checks book card if properly

filled out;

2

Presents the book together

with the ID card to the staff

in charge for proper

charging

Checks data on book card

against the book

1 minute/

volume Personnel on Duty None

Properly filled up

Book card; UP ID

Card 3

Waits for action

Scans ID card to open the

customer’s record. Checks out

book to the customer’s account

at database

4 Gets the book Issues the book

B. Discharging Library Materials

1 Returns the book to the staff

in charge

Receives the book and

examines it 30 seconds/

volume Personnel on Duty

2

Waits for action Checks-in book

C. Paging Library Materials

1

Fills out the necessary

information on the slip

(author, title, etc.)

Receives slip and verifies

information 1 minute/

Volume Personnel on Duty Charge slip

2 Waits for action Locates material and gives

book card to customer

1 minute/

card Personnel on Duty Book card

3

Writes full name and

student number on the book

card. Leaves ID card with

the staff in charge

Gets book card and ID card

then issues book. Stamps date

and indicates time of return

then affixes signature. Records

borrowed material

OFFICE: LIBRARY

FRONTLINE SERVICE: APPROVING OVERNIGHT LOAN RESERVATIONS

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON

IN

CHARGE

FEES

REQUIREMENTS

1

Fills out an overnight

reservation slip and hands it

together with ID Card to

the staff at the reservation

desk

Receives properly filled out

slip and ID Card. Writes

name of student on the master

list of the book and logbook 1 minute/book Personnel on Duty

None Properly filled

Overnight reservation

slip; ID Card

2 Waits for the approved slip Gives duly approved overnight

reservation slip

OFFICE: LIBRARY

FRONTLINE SERVICE: BORROWER’S REGISTRATION

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON

IN

CHARGE

FEES

REQUIREMENTS

1 Presents ID card and

Registration form (Form V)

Scans ID card, countersigns

and issues Internet card

3 minutes/

transaction Personnel on Duty

None Form 5, ID Card

2 Fills out information needed

on the Internet card and

gives back to staff in-

charge

Affixes signature and indicates

date of issue on the Internet

card

3 Receives the countersigned

ID card and Internet card

Gives the countersigned ID

card and Internet card

OFFICE: LIBRARY

FRONTLINE SERVICE: SIGNING OF CLEARANCE

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON

IN

CHARGE

FEES

REQUIREMENTS

1 Presents duly accomplished

clearance form

Checks List of Borrowers with

Library Accountabilities.

5 min./

transaction Personnel on Duty

None

Duly Accomplished

Clearance Form

2 Waits for action If with account, pullouts

delinquent slip, computes

fines and issues slip for

payment at the Cashier’s

Office; If without account,

client gets clearance

immediately

3 Pays account at the

Cashier’s Office

Issues official receipt

4 Shows official receipt of

payment

Checks receipt and signs

clearance. Clears name from

the list

5 Gets clearance Issues clearance

OFFICE: OFFICE OF STUDENT AFFAIRS

FRONTLINE SERVICE: REQUEST FOR APPROVAL OF STUDENT ACTIVITY

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Gets form

Issues form and gives

instruction to client

1 minute Grace Tovera

None

Student Activity Form

2 Submits form Accepts form 1 minute Grace Tovera

3

Waits for action

Forwards form to Student

Relations Officer (SRO) for

comment and recommends

approval

1-2 days,

depending on

Student

Relation’s

Officer (SRO)

comments

Student Relations

Officer

Forwards form to Director for

approval

5 minutes Director

Records approved activity 1 minute Grace Tovera

4

Gets approved request Places request in concerned

org pigeon hole

2 minutes Grace Tovera


FRONTLINE SERVICE: REQUEST FOR CLASSROOM USE

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Gets form


instruction to client 1 minute Grace Tovera None Room Reservation Form

2 Fills up form and submits

Checks if room is available

against list 1 minute Grace Tovera

3 Waits for action

Forwards form to Director for

approval 1 minute Director

4 Gets approved request Records approved request and

places in pigeon hole of the

concerned student

organization

2 minutes Grace Tovera


FRONTLINE SERVICE: APPLICATION FOR SHORT TERM LOAN AND CHED SAFE LOAN

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Gets form

Issues form

1 minute

Crispina Facunla

None

Short-term Application

form; CHED Safe Loan

Form

2

Submits form

Checks if form is properly

filled up; checks for the

documents needed 2 minutes

Crispina Facunla

3 Waits for action

Forwards form to SAO &

Director for signature

10 minutes

SAO & Director

Process payroll (includes the

processing in the different

offices like VCA, Budget, and

Accounting)

2 days

Grace Tovera

4 Receives proceeds of loan

Prepares check and releases

proceeds to students

concerned

2 days

Maribel Quinto


FRONTLINE SERVICE: REQUEST FOR REFUND

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Requests for refund


instruction to client 2 minutes Grace Tovera None Refund Form

2 Submits form

Checks for documents to be

attached 2 minutes Grace Tovera

3 Waits for action

Forwards request to SAO for

computation of refund 1 day SAO

Processes payroll (includes the



Accounting)

2 days Grace Tovera

4 Receives proceeds of

refund

Cash Office prepares check

and release to students

concerned

2 days Maribel Quinto


FRONTLINE SERVICE: REQUEST FOR PROCESSING OF STIPEND

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Submits Form 5 and TCG

Accepts documents and

checks for brackets; forwards

to SAO at the end of the day

for processing

1 day

Crispina Facyunla

None

Form 5 and TCG

2

Waits for action

SAO checks for instructors'

signature in the Form 5, check

for units enrolled; check for

GWA

2 days

SAO

Calls attentions of students

with underload units, and with

low GWA

1 day

SAO

Processes payroll (includes the



Accounting)

2 days

Personnel In-charge

3

Receives proceeds of

refund

Prepares check and releases to

students concerned

2 days

Maribel Quinto

OFFICE: OFFICE OF THE CHANCELLOR

FRONTLINE SERVICE: RESERVATION/REQUESTS FOR USE OF FACILITIES/ROOMS/VENUES

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF ACTIVITY

PERSON

IN

CHARGE

FEES

FORM/REQUIREMENTS

1

Forwards letter-request

Receives letter-request and

stamps date received

2 minutes Personnel In-charge

2

Waits for action

Forwards to the Chancellor

for action/approval; Records

document and inform

requesting client; Checks

availability of venue and

reflect reservations on the

reservation log sheet. If

available, gives form.

5 minures

Personnel In-charge

3

Fills up Reservation Form

Checks information in the

Reservation Form

3 minutes

Personnel In-charge CPDMO Form No. 1;

CPDMO Form 5 and 6

4 Pays rental fee to the

Cashier/s Office and gets

Official Receipt

Notes Official Receipt

Number in the form

2 minutes

Cashier Please

refer

below*

7 Submits accomplished form Checks if forms are properly

accomplished then forward

to concerned signatories

30 minutes

Personnel In-charge

8 Receive copy of approved

request/reservation

Records and distributes

copies of reservation form to

requesting client and

concerned offices

3 minutes

Personnel In-charge

*External Use Rates: Auditorium- P5,000/day; P3,000/half-day; Multipurpose Hall-P1,700/day;P1,000/half-day; Audio-Visual Room (IM/CS/CSS)-P2,000/day;

P1,000/half-day; Classrooms-P1,500/day; P750/half-day; Equipment- P1,000/day per equipment.

OFFICE: INSTITUTE OF MANAGEMENT

FRONTLINE SERVICE: BRIDGING COURSES/SEMINARS FOR NON-UP STUDENTS

STEPS

CLIENT

SERVICE PROVIDER

DURATION OF

ACTIVITY

PERSON IN

CHARGE

FEES

FORM/REQUIREMENTS

1 Inquires /info re

seminar courses

Answers inquiries/ give

instructions


2 Secures and

accomplishes

registration form

Provides/checks registration

form

1 minute

Carmen Ramos

Registration Form

3 Gives payment Issues official receipt

1 minute

Carmen Ramos Please

refer

below*

4 Receives handouts/kit Issues handouts/kit 1 minute Carmen Ramos

5 Receives Name Tag Issues Name Tag 2 minutes Carmen Ramos

*Seminar in Accounting for Executives and Non-Accountants-P3,500.00; Seminar in Mathematics for Economics and Management-P3,500.00; Seminar in

Organizational Communication-P1,500.00; Seminar in Statistics for Managers and Non-Statisticians-P2,000.00


FRONTLINE SERVICE: TRANSIENT RESERVATION (BY PHONE)

STEPS

CLIENT*

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON

IN

CHARGE

FEES**

FORM/REQUIREMENTS

1

Inquires on the availability

of room, etc.

Gets details of call. Answer

queries.

2 minutes Paula Bayao

Ofelia Valencia

Transient/Guests

Reservation Form

2

Waits for action.

Checks on the availability of

room.


Ofelia Valencia

3

Receives response. Asks

further queries.

Gives further information re:

fees, checking-in procedure,

etc. Answer queries. Notes

down reservation.


Ofelia Valencia

*The following can be accommodated as transients at the UPB ladies dorm – a) parents & guardians of residents; b) students and employees of other UP units;

and c) delegates or representatives to seminars, conferences, meetings and activities of similar nature conducted at UP Baguio only for the duration of the said

activity.


FRONTLINE SERVICE: TRANSIENT RESERVATION (PERSONAL)

STEPS

CLIENT*

SERVICE PROVIDER

DURATION

OFACTIVITY

PERSON IN

CHARGE

FEES**

FORM/REQUIREMENTS

1 Inquires on the availability

of room, etc.

Answers queries and provides

other information.


Ofelia Valencia

Valid Identification Card

2 Waits for action. Checks on the availability of

room.


Ofelia Valencia

3 Receives response

If positive, instructs client to

wait. Instructs staff to prepare

a room.

If negative, informs client that

no room is available. Provides

referral.

20 to 30

minutes

2 to 3 minutes

Paula Bayao

Ofelia Valencia

Transient/Guests

Reservation Form

4 Signs in the checking-in

logbook.

Receives key and proceeds

to the transient room.

Allows the client to sign in the

checking-in logbook. Hands

over the key and usher/instruct

a staff to usher the client to the

transient room.


Ofelia Valencia

*The following can be accommodated as transients at the UPB ladies dorm – a) parents & guardians of residents; b) students and employees of other UP units;

and c) delegates or representatives to seminars, conferences, meetings and activities of similar nature conducted at UP Baguio only for the duration of the said

activity.

**Rates for the Walk=up and Transient/Guest Rooms

U.P. Employee/

Room Students Non-UP**

Ordinary Room (w/ bedding)* P150.00 P200.00

Guest Room (w/ bedding) P250.00 P300.00

VIP Room – Apt H & B & Ground Floor (w/ bedding) P400.00 P500.00

* Ordinary rooms are only available during summer only.

** Alumni are considered Non-UP.


FRONTLINE SERVICE: SOCIAL CALLS/SOCIAL VISITS FOR RESIDENTS

STEPS

CLIENT

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON IN

CHARGE

FEES

REQUIREMENTS

A. Phone calls from parents/guardians of residents

1

Inquires if the resident is

in

Gets details of call. Answers

queries.

1 minute Paula Bayao

Ofelia Valencia

None None

2

Waits for response.

Hangs the phone. Checks on

the whereabouts of resident.

Page/locate concerned

resident.


Ofelia Valencia

3

Receives response/Talks

with the resident.

If negative, informs the client

that the resident is out of the

dorm. Gets message for the

resident if any.

If positive, calls for resident .

3-5 minutes Paula Bayao

Ofelia Valencia

B. Visiting parents/guardians/friends of residents

1

Inquires if the resident is

in.

Checks on the whereabouts of

resident.


Ofelia Valencia

Valid Identification Card

2

Waits for action. Pages/locates concerned

resident.


Ofelia Valencia

3

Receives response/Talks

with the resident.

If negative, informs the client

that the resident is out of the

dorm. Gets message for the

resident if any. Offers to the

client that anything to be

delivered to the resident may

be left in the office for pick up

by the resident.

If positive, informs resident.


Ofelia Valencia

OFFICES WITH NO-LUNCH BREAK

EXECUTIVE OFFICES (CHANCELLOR’S,

VICE CHANCELLOR FOR ADMINISTRATION,

VICE CHANCELLOR FOR ACADEMIC AFFAIRS)

OFFICE OF THE UNIVERSITY REGISTRAR

HUMAN RESOURCES DEVELOPMENT OFFICE

CASHIER’S OFFICE

OFFICE OF STUDENT AFFAIRS

COLLEGES (COLLEGE OF ARTS AND COMMUNICATION,

COLLEGE OF SCIENCE AND COLLEGE OF SOCIAL SCIENCES)

LIBRARY

DORMITORY

University of the Philippines Baguio

Baguio City

FEEDBACK FORM

Please let us know how we have served you. You may use this form for compliments, complaints, criticism or suggestions. Simply

encircle any of the following:

COMPLIMENT COMPLAINT CRITICISM SUGGESTION

Person(s)/Unit/Office Concerned or Involved:

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

Facts or Details Surrounding the Incident:

____________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________

(Please use back of this sheet if necessary)

Recommendation(s)/Suggestion(s)/Desired Action(s) from our Office:

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

OPTIONAL

Name : _______________________________________________________Office/Agency: _________________________________

Address: ______________________________________________________Contact Number(s) (if any): _______________________

E-mail Address _________________________________________________

Signature ______________________________________________________Date:_________________________________________

MEMBERS OF THE TASK FORCE FOR

U.P. BAGUIO CITIZEN’S CHARTER

PROF. BIENVENIDO MARZAN, Office of the Vice Chancellor for Administration

PROF. JOCELYN RAFANAN, Office of the University Registrar

PROF. VICTORIA DIAZ, College of Social Sciences

PROF. RUTH TINDAAN, College of Arts and Communication

PROF. ZENAIDA BAOANAN, College of Science

PROF. MA. ANA DIAZ, Human Resource Development Office

PROF. JERICHO BACANI, Learning Resource Center

MS. BRENDA DOGUP, Library

MS. SALLY LEUNG, Guidance and Counseling Office

MS. CARMELITA GUIANG, Dormitory

MS. IRENE ENRIQUEZ, Cashier’s Office

MR. RAMON MAGUINSAY, Security Office

MS. ABIGAIL DACULAN, Health Services Office

MS. REMY RAMOS, Chancellor’s Office

MS. CARMEN RAMOS, Institute of Management

MS. MARY ANN GALERA, Office of Student Affairs

MS. CRISPINA FACUNLA, Office of Student Affairs

November 2009

citizens charter upbaguio final

Documents

university registrar

college of science

college deans

college secretaries

literature college of

management masds college

counseling office

constituent university