Citizen's Charter - NAMRIA

National Mapping and ResourceInformation AuthorityCITIZEN’S CHARTERRevision No: 1Approvals:Name Designation SignatureChairman,Ruel DM. BelenCitizen’s CharterTeamDr. Peter N. Tiangco, CESO IAdministrator

CITIZEN’S CHARTERPage No. Page 2 of 43RevisionNo.:1Effectivity:I. INTRODUCTIONOn 02 June 2007, Republic Act No. 9485 was enacted mandating all governmentagencies including local government units that provide frontline services to takeappropriate measures in promoting transparency in transacting with the public, andadoption of simplified procedures that will reduces red tape and expedite transactionin government. The Act was otherwise known as the “Anti-Red Tape Act of 2007”.Subsequently, on 24 July 2008, the Civil Service Commission issued theimplementing guidelines for the Act. It prescribed, among others, the re-engineeringof systems and procedures of government offices, as well as the formulation of aCitizen’s Charter. The Charter shall be in the form of information billboards posted atthe most conspicuous place, and in the form of published materials written inEnglish, Filipino, or in the local dialect.On 02 October 2008, Administrative Order No. 241 was issued by the President,mandating the speedy implementation of RA 9485 and its implementing rules andregulations.Pursuant to the above laws, the NAMRIA Public Assistance and Complaints Desk wasestablished and the NAMRIA Citizen’s Charter Team (CT) was created through theissuance of Office Orders No. 001 and 002 respectively. In 2009, the CCT isresponsible for the formulation and implementation of the Charter. Special Order No.284 was issued on 30 July 2012 recomposing the CCT to review and update theCharter.This manual serves as the agency’s Citizen’s Charter that describes its key services,written for the benefit of its client. Its important features lies in the way the servicesare presented: the step-by-step procedure for availing each service, the responsetime for its delivery, and the officers and staffs responsible for the service. Theseinformation are complemented by standard forms a customer must accomplish tofacilitate service delivery.Hence, this Charter is an expression of the agency’s commitment towards improvingits services being offered to make them more efficient and responsive and at thesame time promote transparency and accountability.

CITIZEN’S CHARTERPage No. Page 3 of 43RevisionNo.:1Effectivity:II.ORGANIZATIONAL STRUCTURE OF NAMRIAThe figure below shows the organizational structure of NAMRIA:NAMRIA is headed by an Administrator assisted by three (3) Deputy Administratorsand Head Executive Assistant.The agency is composed of fie (5) operating departments, namely: 1) HydrographyDepartment (HD); 2) Mapping and Geodesy Department (MGD); 3) Remote Sensingand Resource Data Analysis Department (RSRDAD); 4) Information ManagementDepartment (IMD); and the 5) Engineering Services Department (ESD). Under eachdepartment are four technical divisions.Four staff divisions support the operation of the technical units. These are: 1)Administrative Services Division (ASD); 2) Plans and Operations Division (POD); 3)Financial Management Division(FMD); and the 4) Security and Intelligence Division(SID).

CITIZEN’S CHARTERPage No. Page 4 of 43RevisionNo.:1Effectivity:III.LOCATION OF NAMRIAThe main office of NAMRIA is located at Lawton Avenue, Fort Bonifacio, Taguig City,as shown in the map below:The agency has also a branch office at San Nicolas, Binondo, Manila, where theHydrography Department holds office.

CITIZEN’S CHARTERPage No. Page 5 of 43RevisionNo.:1Effectivity:IV.VISION AND MISSIONThe NAMRIA Vision is stated as follows:“A highly professionalized, technically advanced, globallycompetitive, and environment and natural resources caringagency.”To realize its vision, the agency pursues the following mission:“To generate and disseminate reliable and up-to-date geographicinformation and provide related services, by employing state-ofthe-arttechnology, in support to national development andsecurity.”

CITIZEN’S CHARTERPage No. Page 6 of 43RevisionNo.:1Effectivity:V. PERFORMANCE PLEDGEIn delivering service to the public, the agency pledges the following:We, the officials and employees of the National Mapping andResource Information Authority commit to:Nurture a culture of excellence in the production of geographicinformation and delivery of services to the public;Act promptly o public request and inquiry with utmost courtesyand efficiency;Meet and exceed public expectations through established servicestandards and feedback mechanisms;Respond immediately to suggestions and take necessary actions;Inform our customers regularly on updates and development onour products and services; andAssure continuous improvement of our systems and procedures todeliver the best quality service.

CITIZEN’S CHARTERPage No. Page 7 of 43RevisionNo.:1Effectivity:VI.QUALITY POLICYThrough ISO 9001:2008, the agency ensures provision of quality products andservices by way of its quality policy as stated below:We at NAMRIA are committed to our clients’ utmost satisfactionby providing accurate and reliable geospatial information.We will uphold professional and ethical standards, ensure efficientutilization of resources, empower our employees to continually improveour quality management system, and respond to the needs of ourchanging time through world class technology.VII.LIST OF SERVICESThe following table enumerates the frontline services being rendered by NAMRIA.TYPE OFFRONTLINESERVICEFEESFORMSPOCESSINGTIME (undernormalcircumstancesper transactionSALE OF PAPER MAPS (over-the counter)Topographic Maps P120.00 -Client Order Slip- Order of Payment-filled-out surveyRegional Maps P195.00 -Client Order Slip- Order of Payment-filled-out surveyProvincial Maps P195.00 -Client Order Slip- Order of Payment-filled-out surveyLand Use/LandCondition MapsP120.00 -Client Order Slip- Order of Payment-filled-out surveyLand Cover Maps P120.00 -Client Order Slip- Order of Payment-filled-out surveyPlanimetric Maps P120.00 -Client Order Slip- Order of Payment-filled-out surveyPERSONRESONSIBLELOCATION15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff

CITIZEN’S CHARTERPage No. Page 8 of 43RevisionNo.:1Effectivity:Nautical Charts (Blackand White)Nautical Charts(Colored)Land ClassificationMapsP350.00 -Client Order Slip- Order of Payment-filled-out surveyP400.00 -Client Order Slip- Order of Payment-filled-out surveyP180.00for thefirst8sq.ft.plusP30.00per sq.tfof mapsheet orfractionthereof-Client Order Slip- Order of Payment-filled-out surveySALE OF DIGITAL DATA ( over-the-counter)Topographic Maps-Scale 1:5,000/sheet P9,000.00 -MOA-Order of Payment-Feedback Form-Scale 1:10,000/sheet P9,000.00 -MOA-Order of Payment-Feedback Form-Scale 1:50,000/sheet P6,000.00 -MOA-Order of Payment-Feedback Form-Scale 1,250,000 P6,000.00 -MOA-Order of Payment-Feedback FormThematic Maps-Land Cover P1,100 -MOA-Order of Payment-Feedback Form-Slope P1,100 -MOA-Order of Payment-Feedback Form-Soil/Geologic P1,100 -MOA-Order of Payment-Feedback Form-Road Network P1,100 -MOA-Order of Payment-Feedback Form15 minutes Map SalesOffice/Staff15 minutes Map SalesOffice/Staff30 minutes LandClassificationDivision/Staff1 hour One-Stop-Shop/MappingDepartment1 hour One-Stop-Shop/MappingDepartment1 hour One-Stop-Shop/MappingDepartment1 hour One-Stop-Shop/MappingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment

CITIZEN’S CHARTERPage No. Page 9 of 43RevisionNo.:1Effectivity:-River Network P1,100 -MOA-Order of Payment-Feedback Form-AdministrativeBoundaryP1,100 -MOA-Order of Payment-Feedback Form-LC Points (Corners) P1,100 -MOA-Order of Payment-Feedback Form-Nautical Charts P6,000.00 MOA-Order of Payment-Feedback FormHydrographic Sheet-Single Beam P9,000.00 MOA-Order of Payment-Feedback Form-Multi-Beam (100%floor coverage)Predicted Tide anCurrent TablePhilippine Coast PilotBookP12,000.00 MOA-Order of Payment-Feedback FormPUBLICATIONSP400.00 MOA-Order of Payment-Feedback FormP3,000.00 MOA-Order of Payment-Feedback Form1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/RemoteSensingDepartment1 hour One-Stop-Shop/HydrographyDepartment1 hour One-Stop-Shop/HydrographyDepartment1 hour10 minutes Map SalesOffice Staff10 minutes Map SalesOffice StaffVIII. PROCEDURES AND SERVICE STANDARDSA. General Procedure Flow ChartBelow is the general procedure flow chart being followed by the public inobtaining over-the-counter requests for printed and digital map products of theagency from its map sales outlets all over the country and from the agency’sdepartmental Information and Client Service Units (ICSU’s).

CITIZEN’S CHARTERPage No. Page 10 of 43RevisionNo.:1Effectivity:CLIENT MSO/ICSU CASHIER’S OFFICEIDENTIFYDESIRED PRODUCTSHOW AVAILABLEDATA AND SAMPLEFILLS-OUTCLIENT ORDER SLIP FORMACKNOWLEDGERECEIPT FORMSUBMITSACCOMPLISHED FORMCHECK COMPLETENESS OFFORMSIGNS ORDER OFPAYMENT/MOAFILLS-OUT ORDER OFPAYMENT/MOAPAYS ORDEREDITEMSPROCESS PAYMENT ANDISSUE OFFICIAL RECEIPTFILLS-OUTCLIENT ORDER SLIP FORMRECEIVES AND PRESENTO.R.INSPECTS O.R. ANDPREPARE/PROVIDEDATA/PRODUCTRECEIVESPRODUCT

CITIZEN’S CHARTERPage No. Page 11 of 43RevisionNo.:1Effectivity:B. Tables of ProceduresThe succeeding tables enumerate in detail the procedures, duration, fees, formsand responsible office/officer providing a particular service of the agency. AnnexA presents the required forms that a client should accomplish to obtain a service.1. Topographic Maps (over-the-Counter)Location: Map Sales Office (Ft. Bonifacio, Taguig City and San Nicolas, Manila)Schedule of Availability of the serviceMonday – Friday8:00AM – 5:00PMResponsible Officer/s: Ms. Edelita Miñeque-OIC, MSOSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out client orderslip2 Submitsaccomplished form3 Selects desiredproduct-Acknowledgesreceipt of Form-Checkcompleteness ofform-Checkavailability ofrequest-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClientOrderSlip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit client Receives filledoutfilled-out surveysurvey2 minutes MSO Staff P120.003 minutes MSO StaffOrder ofPaymentFormClientfilled-outsurvey

CITIZEN’S CHARTERPage No. Page 12 of 43RevisionNo.:1Effectivity:2. Regional/Provincial Map (Over-the-Counter)Location: NAMRIA Main Office, Fr. Bonifacio and Binondo BranchSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Edelita Miñeque-OIC, MSOSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out Client OrderSlip2 Submitsaccomplished Form3 Selects desiredproduct-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClient OrderSlip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Receives filled-outClient Satisfaction surveySurvey2 minutes MSO Staff P195.003 minutes MSO StaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 13 of 43RevisionNo.:1Effectivity:3. Land Use/Land Cover Maps (Over-the-Counter)Location: NAMRIA Main Office, Fr. Bonifacio and Binondo BranchSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Edelita Miñeque-OIC, MSOSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out Client OrderSlip2 Submits accomplishedForm-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10minutesPERSONRESPOINSIBLEMSO StaffFEESFORMClient OrderSlip3 Selects desired product4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Client Receives filled-outSatisfaction Survey survey2 minutes MSO Staff P120.003 minutes MSO StaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 14 of 43RevisionNo.:1Effectivity:4. Planimetric Maps (Over-the-Counter)Location: NAMRIA Main Office, Fr. Bonifacio and Binondo BranchSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Edelita Miñeque-OIC, MSOSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITY1 Fills out Client OrderSlip2 Submits accomplishedForm3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClient OrderSlip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Client Receives filled-outSatisfaction Survey survey2 minutes MSO Staff P120.003 minutes MSO StaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 15 of 43RevisionNo.:1Effectivity:5. Nautical Charts (Over-the-Counter)Location: NAMRIA Main Office, Fr. Bonifacio and Binondo BranchSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Jeffrey Qoudala -OIC, MSOSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out Client OrderSlip2 Submits accomplishedForm3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClientOrder Slip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey2 minutes MSO Staff P350.00(B/W)P400.00(colored)3 minutes MSO StaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 16 of 43RevisionNo.:1Effectivity:6. Land Classification MapsLocation: Land Classification Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Olivia Molina, Chief, Land Classification DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out Client OrderSlip2 Submits accomplishedForm3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes LC StaffFEESFORMClientOrder Slip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey5 minutes Cashier’sStaff15 minutes LC StaffP180.00for thefirst8sq.ft.plusP30.00per sq. ofmapsheet orfractionthereofOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 17 of 43RevisionNo.:1Effectivity:7. Digital Topographic Map Scale 1:5,000Location: Photogrammetry Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Nicandro Parayno - OIC, Photogrammetry DivisionMs. Cleotilde Galicia, Engineer IV, Photogrammetry DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Client Receives filled-outSatisfaction Survey survey5 minutes Cashier’s Staff P9,000.0045 minutes OSSStaff/MappingStaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 18 of 43RevisionNo.:1Effectivity:8. Digital Topographic Map Scale 1:10,000Location: Photogrammetry Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Nicandro Parayno - OIC, Photogrammetry DivisionMs. Cleotilde Galicia, Engineer IV, Photogrammetry DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Client Receives filled-outSatisfaction Survey survey5 minutes Cashier’s Staff P9,000.0045 minutes OSSStaff/MappingStaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 19 of 43RevisionNo.:1Effectivity:9. Digital Topographic Map Scale 1:50,000Location: Cartography Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Joaquin B. Borja, Chief, Cartography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit Client Receives filled-outSatisfaction Survey survey5 minutes Cashier’s Staff P6,000.0045 minutes OSSStaff/MappingStaffOrder ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 20 of 43RevisionNo.:1Effectivity:10. Digital Topographic Map Scale 1:250,000Location: Cartography Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Joaquin B. Borja, Chief, Cartography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out customer MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P6,000.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes OSSStaff/MappingStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 21 of 43RevisionNo.:1Effectivity:11. Digital Thematic Map-Land CoverLocation: GIS Application Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Josephine FerrerSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA-Acknowledgesreceipt of Form-Checkcompleteness ofform10 minutes RSRDAD Staff-Check availabilityof request-Show availabledata samples3 Selects desired productFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes RSRDAD StaffRSRDAD StaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 22 of 43RevisionNo.:1Effectivity:12. Digital Thematic Map-SlopeLocation: GIS Application Division, NAMRIA Main OfficeSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Josephine FerrerSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA-Acknowledgesreceipt of Form-Checkcompleteness ofform10 minutes RSRDAD Staff-Check availabilityof request-Show availabledata samples3 Selects desired productFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes RSRDAD StaffRSRDAD StaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 23 of 43RevisionNo.:1Effectivity:13. Sale of Digital (Over-the-Counter)Thematic Map – Soli/GeologicSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Josephine Ferrer/Renato EsperanzaSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA-Acknowledgesreceipt of Form-Checkcompleteness ofform10 minutes RSRDAD Staff-Check availabilityof request-Show availabledata samples3 Selects desired productFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes RSRDAD StaffRSRDAD StaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 24 of 43RevisionNo.:1Effectivity:14. Sale of Digital Data (Over-the-Counter)Thematic Map – Road NetworkSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Joaquin Borja – Chief, Cartography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes OSSStaff/MappingStaffOSSStaff/MappingStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 25 of 43RevisionNo.:1Effectivity:15. Sale of Digital Data (Over-the-Counter)Thematic Map – River NetworkSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Joaquin Borja – Chief, Cartography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes OSSStaff/MappingStaffOSSStaff/MappingStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 26 of 43RevisionNo.:1Effectivity:16. Sale of Digital Data (Over-the-Counter)Thematic Map – Administrative BoundarySchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Mr. Joaquin Borja – Chief, Cartography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesOSSStaff/MappingStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes OSSStaff/MappingStaffOSSStaff/MappingStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 27 of 43RevisionNo.:1Effectivity:17. Thematic Maps – LC Points (Corners)Schedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Ms. Olivia Molina, Chief, Land Classification DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA-Acknowledgesreceipt of Form-Checkcompleteness ofform10 minutes RSRDAD Staff-Check availabilityof request-Show availabledata samples3 Selects desired productFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P1,100.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes RSRDAD StaffRSRDAD StaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 28 of 43RevisionNo.:1Effectivity:18. Sale of Digital DataNautical ChartsSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Cmdr. Herbert CatapangSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesHydrographicStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR5 minutes Cashier’s Staff P6,000.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey45 minutes HydrographicStaffHydrographicStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 29 of 43RevisionNo.:1Effectivity:19. Digital Hydrographic SheetSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Cmdr. Herbert CatapangSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITYPERSONRESPOINSIBLE1 Fills out MOA MOA2 Submits accomplishedMOA3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samples10 minutesHydrographicStaffFEESFORM4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey5 minutes Cashier’sStaff45 minutes HydrographicStaffHydrographicStaffP9,000.00(singlebeam)P12,000.00(multibeam)Order ofPaymentFormClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 30 of 43RevisionNo.:1Effectivity:20. Predicted Tide and Current TableSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Personnel: Mr. Jefrrey Quodala – OIC, MSO San NicolasSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOFACTIVITY1 Fills out Client OrderSlip2 Submits accomplishedform3 Selects desired product-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClient OrderSlip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR2 minutes MSO Staff P400.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey3 minutes MSO StaffHydrographicStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 31 of 43RevisionNo.:1Effectivity:21. Philippine Coast Pilot BookLocation: Oceanography Division, Binondo BranchSchedule of AvailabilityMonday – Friday8:00AM – 5:00PMResponsible Officer: Engr. Raul Capistrano – OIC, Oceanography DivisionSTEP CLIENT/CUSTOMER ACTIVITY DURATIONOF ACTIVITY1 Fills out Client OrderSlip2 Submitsaccomplished form3 Selects desiredproduct-Acknowledgesreceipt of Form-Checkcompleteness ofform-Check availabilityof request-Show availabledata samplesPERSONRESPOINSIBLE10 minutes MSO StaffFEESFORMClient OrderSlip4 Fills-out order ofpayment form5 Pays to the servicecounter/MSOProcess paymentand issue OR2 minutes MSO Staff P3,000.00Order ofPaymentForm6 Submits OR -Inspects OR-Prepare/providedata/productrequest7 Receives requesteddata/product8 Fills out/submit ClientSatisfaction SurveyReceives filled-outsurvey3 minutes MSO StaffHydrographicStaffClientSatisfactionSurvey

CITIZEN’S CHARTERPage No. Page 32 of 43RevisionNo.:1Effectivity:C. Service StandardsThe agency is also guided by the following service standards in transacting withthe general public:A. Limiting Number of Signatories to Minimum of Five (5) SignaturesIn purchasing regular map products from its sales office in Metro Manila, acustomer has to deal with only two (2) offices: the sales office and cashier’soffice. The transaction requires only two (2) signatures, of the sales staff andthe cashier. The same holds true when a client purchases a specialized orcustomized map from ICSU’s, wherein signatories are Director of concerneddepartment and the supervising Deputy Administrator. The client has only tofill-up an order slip, signed by the ICSU, and presents to the cashier’s officefor payment.B. Allowable Period of Extension Due to Unusual CircumstancesThe agency makes sure that ordered products and services are provided toits customers at the agreed date and time without delay. However, forspecial mapping projects undertaken for a period of months through aMemorandum of Agreement whether with the private sector or governmentagencies, there may be instance of delay due to unavoidable circumstances.For instance, for end-to-end projects involving the whole map productionprocess, the usual delay is caused by non-completion of aerial photographydue to unfavorable weather conditions.C. Wearing of Official ID CardsAll NAMRIA Personnel are required to wear official ID Cards in the office.Frontline service personnel wear additional special colored pins with theirnames distinctly printed in bold letters as shown in Annex B.

CITIZEN’S CHARTERPage No. Page 33 of 43RevisionNo.:1Effectivity:D. Service CountersThe agency maintains an Information Center located at the second floor of itsmain building where customers are being entertained for their requestswhether walk-in, phone-in, mailed or emailed. Request for customizedproduct or service is being entertained at the Information and Client ServiceUnits (ICSU’s) of each technical department.Each department displays its own process/procedure flow corresponding toproducts or services being offered at the entrance to their department foreasy viewing of clients.There are also 19 Map Sales Offices (MSO’s) nationwide to make theagency’s service accessible to its existing and prospective customers in theregions. In Metro Manila, sales outlets are situated at the main office ofNAMRIA at Lawton Avenue, Fort Bonifcio, Taguig City, and at its branchoffice at San Nicolas, Binondo, Manila. Annex C shows the location differentmap sales outlets of NAMRIA nationwide, including the names of responsiblepersonnel.E. Geomatics Training CenterThe training center is accredited by the Civil Service Commission. Coursesbeing offered includes basic to advanced courses on Geographic InformationSystem (GIS) and other related courses such as remote sensing and GlobalPositioning System (GPS), Geographic Database Management, Managementof GIS Projects, among others.F. Fees and ChargesThe NAMRIA charges minimum fees for its products and services just torecover cost of materials in printing the maps. The NAMRIA PricingCommittee is responsible for the review of prices as needed. The schedulesof fees are being published in the official gazette and in the website of theagency.

CITIZEN’S CHARTERPage No. Page 34 of 43RevisionNo.:1Effectivity:G. FormsA Standard Customer Order Slip and Order of Payment are being used by allservice counters for the over-the-counter request/outright purchase of mapproducts. A standard Memorandum of Agreement is also being used for otherrequests such as purchase of digital data and customized product or service.Sample of these forms are presented in Annex A.IX.Reengineering of Systems, Procedures and WorkplaceWith the advent of computer technology, the NAMRIA has utilized digital techniquesin providing fast and efficient delivery of products and service to the public. Likewise,the workplace has been improved for effective time and motion economy. These arein forms of the following:1. Digital Indexing of Aerial PhotographsIn the old method, clients have to spend much time browsing paper index mapsin order to locate a particular area covered by aerial photos. At the moment, theclient has to look at the actual photo coverage of an area in a computer screenwith a topographic map superimposed via the GIS-based indexing system for allaerial photography holdings of the agency.2. Digital Index of Topographic MapsAside from aerial photos, maps being sold in the sales outlets are digitallyindexed by personnel in the map stock room. With the system, fast-movingstocks and out-of-stock maps can be immediately determined for printing. Stocklevel is also maintained for all paper map products.3. Time-Motion EconomyAt NAMRIA main office, the map stock room is just adjacent to the sales office sothat maps can be made readily available for the customers. In the same manner,the map printing area is beside the stock room.

CITIZEN’S CHARTERPage No. Page 35 of 43RevisionNo.:1Effectivity:The agency renovated and expanded the map printing building adjacent to themain building in Fort Bonifacio, so that it can accommodate the other technicaloffices located 100 meters away.4. Use of InternetThe advent of internet enabled NAMRIA to upload information on the latestproducts of the agency that can be accessed by the public including this Charter.The agency web page also features news information about projects andactivities being undertaken nationwide. Annex D shows the official webpage ofthe agency.5. 5S in Improving Office Productivity and EfficiencyThe agency supports the principle of 5S – Sort, Straighten/Set- In Order,Sweep/Clean, Standardize, and Sustain Self-discipline. It is aimed at organizingthe workplace for greater productivity. A poster is displayed at the main lobby toremind employees and practice the principle.6. 3Rs to Cut Down WasteHand-in hand with the 5S, the agency also supports the 3Rs – Reduce, Reuseand Recycle aimed at conserving energy and reduce pollution and greenhouseemission.7. ISO 2001:9008The Quality Management System (QMS) of the agency which is “Mapping andGeospatial Information Management” is ISO 2001:9008 certified. It aimed atproviding the general public with accurate and reliable geospatial informationand to assure the continual improvement of its QMS.

CITIZEN’S CHARTERPage No. Page 36 of 43RevisionNo.:1Effectivity:X. Feedback and Complaints MechanismsA. Feedback MechanismsTo regularly assess the quality of service delivery of NAMRIA and further improveperformance to its clientele, the following feedback mechanisms have beeninstituted:1. Client Satisfaction SurveyClients are requested to fill-up this form at the map sales outlets and at allICSU’s. Sample form is shown in Annex E.2. Suggestion BoxesThese are located at the lobby of the main building near the Citizen’s Charterbillboard and in all sales outlets of the agency. Customers may write theircomments and recommendations on how the agency can further improve itsfrontline services.3. Online InquiryA system was developed to generate monthly reports on visitors suggestions,comments, recommendations and complaints through the NAMRIA website.B. Filing of ComplaintsThe agency’s Complaint Desk located at the 2 nd floor of the main buildinghandles all complaints regarding the agency’s products and services. The clientneed to fill-up the Request for Action form (RFA) and submits it to the ComplaintDesk. Refer to the succeeding table for the procedure for filing complaint.Annex F contains the sample RFA form.

CITIZEN’S CHARTERPage No. Page 37 of 43RevisionNo.:1Effectivity:Procedure for Filing ComplaintRef.No.Key ActivitiesResponsibilitiesReferenceDocument/RecordB.1Fills-out andsubmits RFAform Filling-out of ClientComplaint FormClientRFA formB.2 AcknowledgementSubmitsof complaint Complaint Desk RFA formaccomplishedformB.3 Evaluation ofcomplaintB.4EvaluatesComplaintAcknowledgesreceipt of RFAandinvestigatescomplaint Accomplishment ofRequest for Action(RFA) Forwarding of RFAto concerneddepartment/division Acknowledgementof RFA Investigation ofcomplaintDepartmentICSU’sConcerneddepartment/divisionRFA formRFA formB.5 Preparation ofPreparesresponse toresponse to complaintcomplaint Forwarding ofresponse to ICSUICSURFA form

CITIZEN’S CHARTERPage No. Page 38 of 43RevisionNo.:1Effectivity:B.6 AcknowledgementAcknowledges of responseresponse and Informs client ofinforms clientresponseICSUResponse LetterANNEX ACUSTOMER ORDER SLIPMOA 1 – 4ORDER OF PAYMENT

MOA-1NAMRIA-QCP-03-Form2 Rev. 0KNOW ALL MEN BY THESE PRESENTS:MEMORANDUM OF AGREEMENTThis Memorandum of Agreement is made and entered into by and between:The NATIONAL MAPPING AND RESOURCE INFORMATIONAUTHORITY (NAMRIA), a government entity with office address atLawton Avenue, Fort Bonifacio, Taguig City, Metro Manila, Philippines asherein represented by Deputy Administrator________________________, hereinafter referred to as theFIRST PARTY.-and-_________________________________________with principal officeat _____________________________as herein represented by___________________ hereinafter referred to as the SECONDPARTY.W I T N E S S E T HWHEREAS, the FIRST PARTY as the central mapping agency of the nationalgovernment, is the repository of digital base maps, aerial photographs, remotely sensed dataand other related geographic information, and possesses the expertise in map making,geographic and resource information services;WHEREAS, the SECOND PARTY intends to avail itself of the products of the FIRSTPARTY to be able to undertake its program and projects;WHEREAS, the FIRST PARTY, recognizing the need of the SECOND PARTY, shallprovide such products;WHEREAS, the FIRST PARTY intends to protect its interest by preventing theunauthorized use, proliferation, reproduction and sale of its products;NOW THEREFORE, in consideration of the foregoing, both parties have agreed on thefollowing terms and conditions herein contained.ARTICLE I - DELIVERABLE PRODUCTS1.0 The FIRST PARTY shall provide the following products:________________________________________________________________________________________________________________________________2.0 The SECOND PARTY shall solely utilize the products for the following purposes:________________________________________________________________

MOA-1NAMRIA-QCP-03-Form2 Rev. 0________________________________________________________________ARTICLE II - COST3.0 In consideration of this Agreement, the SECOND PARTY shall pay the FIRST PARTYthe total amount of __________________________________ PESOS(PhP_________________).4.0 The FIRST PARTY shall utilize such payment to defray cost of reproduction, supplies andmaterials used, repair, maintenance or replacement of equipment including upgrade,petroleum product requirements, honoraria for personnel and for extraordinary andmiscellaneous expenses.ARTICLE III - EFFECTIVITY5.0 This Agreement shall take effect immediately upon signing and shall cause both partiesto abide by the miscellaneous provisions as stated in Article IV of this Agreement.ARTICLE IV - MISCELLANEOUS PROVISIONS6.0 Products covered by this Agreement, whether in analog or digital format shall not bereproduced, sold or used for any other purpose except those specified in thisAgreement. Any violation of this provision shall be subjected to penalty according toapplicable law/s.7.0 Any additional work required not provided herein shall be subject to negotiation by bothparties concerned and supplemental agreement shall be drawn in relation hereto.8.0 The FIRST PARTY shall not be liable for the delay in the performance of theobligations under this Agreement, which is attributed to force majeure or any fortuitousevent of critical peace and other situation or circumstance beyond its control.IN WITNESS WHEREOF, the parties have hereunto set their respective signatures this______day of __________20____ .NATIONAL MAPPING AND RESOURCEINFORMATION AUTHORITY (NAMRIA)(FIRST PARTY) (SECOND PARTY)By:Deputy Administrator Signature over Printed Name &Designation

MOA-1NAMRIA-QCP-03-Form2 Rev. 0SIGNED IN THE PRESENCE OFACKNOWLEDGEMENTREPUBLIC OF THE PHILIPPINES)Taguig City, Metro Manila ) S.S.BEFORE ME, personally appeared _________________________ and_________________________ with their respective residence certificate numbers _________and __________ and issued at _____________andon _____________and___________, known to me to be the same person who executed the foregoing instrumentand acknowledged to me that the same is their free will and voluntary act and deed of theoffices they represent.WITNESS MY HAND AND SEAL this ________ day of ______________, 20__ atTaguig City____________________________NICOLAS RUSTUM Z. BOLAÑOSChief, Administrative Division

CLIENT ORDER SLIPNAMRIA-QCP-03-Form1 Rev. 0Customer Name(Company/Individual)AddressO.R. No.Date:Authorized RepresentativePosition/Designation:Tel/Fax :Sector DENR National Government Local Government Govt. Controlled Corp. Private (Company) Private (Individual) Foreign N.G.O. Academe Others (specify) _________Field of Application (Check as many)Agriculture Mapping/Surveying Utility InstallationCommunication Mining Urban/Rural PlanningDisaster Mgmt./Climate Public Works & Personal UseChangeInfrastructure Others __________Environmental Real Estate & Construction ________________Geographic Info. Research________________Governance Telecommunication________________Quarrying Tourism________________ TransportationQTYSIZEDESCRIPTION OFPRODUCT/SERVICEPlease checkAnalogDigitalSHEETNOUNIT PRICETOTALGRAND TOTAL---------------------------------------------------------------------------------------------------------------------------We appreciate your feedback.No. ________1. Please evaluate the quality of service of the agency. Please check applicable box. Thank you.1. Availability of product/service2. Price3. Transaction Time4. Store hours5. Courtesy of staff6. Accessibility of sales/distribution outlet7. Others (pls. specify)Poor Fair Good Excellent2. What other products do you need that NAMRIA does not have at this time? ______________________________________________________________________________________________________3. Other comments/suggestions ___________________________________________________________________________________________________________________________________________Thank you.Signature/Date

CITIZEN’S CHARTERPage No. Page 39 of 43RevisionNo.:1Effectivity:ANNEX BCLIENT SERVICE STAFF PINS

CITIZEN’S CHARTERPage No. Page 40 of 43RevisionNo.:1Effectivity:ANNEX CMSO LOCATIONS

CITIZEN’S CHARTERPage No. Page 41 of 43RevisionNo.:1Effectivity:ANNEX DOFFICIAL NAMRIA WEBPAGE

CITIZEN’S CHARTERPage No. Page 42 of 43RevisionNo.:1Effectivity:ANNEX ECLIENT SATISFACTION SURVEY FORM

CITIZEN’S CHARTERPage No. Page 43 of 43RevisionNo.:1Effectivity:ANNEX FREQUEST FOR ACTION (RFA) FORM

REQUEST FOR ACTION (RFA)NAMRIA-QP-03-Form4 Rev.0RFA Number:Date:Section 1 – Details of Nonconformity (To be accomplished by the Auditor/ Initiator)Auditor/Initiator:_________________________Signature over Printed NameReferences: (manuals, procedures,policies, ISO clauses, etc.)Nonconformity (Non-fulfillment of requirement)Potential Nonconformity(A possible nonconformity that may occur)OFI (Does not signify failure in the system but maybeenhanced)Issued to :Details: (As a result of)Internal Quality Audit Service Realization Customer Complaint Other (Pls. specify) ____________Concerned NAMRIA Unit affected by the Nonconformity :Details :Section 2 – Description of the Nonconformity (Include evidence)Correction:Section 3 – Action Details (To be accomplished by the Auditee/ Process Owner)Target Completion Date: ______________Acknowledged by:____________________Process OwnerRoot Cause Analysis:Describe the necessary Corrective or Preventive Action(s):Approved By:_______________________________Department DirectorTarget Completion Date: ______________Section 4 – Verification of Action Taken (To be accomplished by the Initiator)Results of Action(s) TakenRemarksVerified By: _____________________________________________Initiator/AuditorAcknowledged By: _______________________________________Process OwnerResults of Action(s) TakenVerification Date: __________________Next Verification Date: ______________RemarksVerified By: _____________________________________________Acknowledged By: _______________________________________Verification Date: __________________Next Verification Date: _______________