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Request for Electronic Copy of Available Unpublished Data which need additional process through Email from KMCD

The request for data that are not posted in the PSA website but available in the Service is forwarded by KMCD through email. The researcher needs a specific data output in e-copy that requires more time to generate/provide.

Office or Division:	All Divisions of SSSS
Classification:	Complex
Type of Transaction:	Government-to- Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Request Letter Addressed to CLAIRE DENNIS S. MAPA, Ph.D. Undersecretary National Statistician and Civil Registrar General 8/F CRS Building PSA Complex, East Ave., Diliman, Quezon City 1101
2. Accomplished Data Request Form		Concerned Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1.Send request to the SMD addressed to NSCRG	1.1. Acknowledge the email from KMCD	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.2 Forward the email to the Division Chief to inform about the data request	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.3 Assess and evaluate the data request	None	1 hour	Division Chief
	1.4 Assign technical staff to prepare the requested data	None	30 minutes	Division Chief
	1.5 Prepare the requested data and check for the correctness and completeness	None	4 days	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.6 Print and submit to the Supervisor for review and clearance	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.7 Review the correctness and completeness of requested data and reply letter	None	3 hours	Supervising Statistical Specialist
	1.8 Endorse to Division Chief for final approval	None	7 minutes	Supervising Statistical Specialist
	1.9 Review/Approve the data request	None	2 hours	Division Chief
	1.9.1 Approve the e-copy of data send back to the technical staff to be sent to KMCD	None	3 minutes	Division Chief
	1.10 Send the Approved Reply letter and data to KMCD	None	3 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
Total		None	4 Days 6 hours and 58 minutes

Request for Electronic Copy of Available Unpublished Data which need additional process through Email from KMCD

Request for Electronic Copy of Available Unpublished Data which need additional process to provide the datafor Walk-in Researchers

The walk-in researcher requests for a specific data output in e-copy that requires more time to generate the requested data that are not posted in the PSA website, but available in the Service.

Office or Division:	Office of the Assistant National Statistician
Classification:	Complex
Type of Transaction:	Government-to-Citizen (G2C)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		SSSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Register at PSA’s Security 16^th Floor	1.1 Request the researcher to sign in the Log Book	None	None	Security Guard on Duty
	1.2 Assist the researcher to the Office of the Assistant National Statistician (OANS)	None	None	Security Guard on Duty
	1.3 Assess which concerned division should handle the query/data request	None	None	Assistant Statistician
2. Accomplish two copies of Data Request Form	2.1 Provide the researcher with two (2) copies of Data Request Form	None	10 minutes	Statistician Aide/ Administrative Aide
	2.2 Check if all the required information are provided by the researcher	None	5 minutes	Statistician Aide/ Administrative Aide
	2.3 Indicate the release date and time of the requested data in the form and provide one (1) copy to the researcher. Inform the researcher to present this to get his/her data request.	None	5 minutes	Statistician Aide/ Administrative Aide
	2.4 Hand over the other copy of the Data Request Form to the concerned technical staff who will prepare the request.	None	3 minutes	Statistician Aide/ Administrative Aide
	2.5 Prepare and analyze the requested data base on the specific output needed by the requester and check for correctness and completeness.	None	4 Days	Statistical Analyst Statistical Specialist I Statistical Specialist II Senior Statistical Specialist
	2.6 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.7 Review the correctness and completeness of requested data according to the researchers requested output.	None	3 hours	Supervising Statistical Specialist
	2.8 Endorse to Division Chief for final approval.	None	5 minutes	Supervising Statistical Specialist
	2.9 Review/ Approve the data request	None	2 hours	Division Chief
	2.10 Endorse the approved data request to Supervising Statistical Specialist		15 minutes	Supervising Statistical Specialist
	2.11 Send the e-copy of the data request to the email address of the researcher indicated in the Data Request Form, including the Acknowledgement Receipt Form and Feedback Form.	None	3 minutes	Supervising Statistical Specialist
3. Present the duplicate copy of the Data Request Form to get the printed copy of the request	3.1 Photocopy/ Scan the approved/signed data request for record/filing.	None	3 minutes	Statistician Aide/ Administrative Aide
	3.2 Provide the researcher with the original copy of the signed data request	None	10 minutes	Statistician Aide/ Administrative Aide
	3.3 Record the transaction in the Data Request Log Book	None	10 minutes	Statistician Aide/ Administrative Aide
4. Accomplish the Acknowledgement Receipt Form and Feedback Form	4.1 Require the researcher to accomplish the Acknowledgement Receipt Form and Feedback Form	None	5 minutes	Statistician Aide/ Administrative Aide
	5. Provide ITDS-KMCD with the Data Request Form, Acknowledgement Receipt Form and Feedback Form	None	None*	Statistician Aide/ Administrative Aide
	6. File the following: · Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) · Feedback Form	None	None*	Statistician Aide/ Administrative Aide
Total		None	4 Days 6 hours and 19 minutes

Request for Electronic Copy of Available Unpublished Data which need additional process to provide the datafor Walk-in Researche

Request for Electronic Copy of Readily Available Unpublished Data Thru Email

The researcher sent through email the request for data that are unpublished in the PSA website, but the data is available in the Service.

Office or Division:	All Divisions of SSSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Request Letter Addressed to CLAIRE DENNIS S. MAPA, Ph.D. Undersecretary National Statistician and Civil Registrar General 8/F CRS Building PSA Complex, East Ave., Diliman, Quezon City 1101
2. Accomplished Data Request Form		Concerned Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send request to the SMD addressed to NSCRG	1.1 Acknowledge the email of the requester	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.2 Forward the email to the Division Chief and KMCD to inform about the data request	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.3 Assess and evaluate the data request.	None	10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.4 Prepare the requested data and check for the correctness and completeness.	None	2 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.5 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.6 Review the correctness and completeness of requested data.	None	1 hour	Supervising Statistical Specialist
	1.7 Endorse to Division Chief for final approval.	None	7 minutes	Supervising Statistical Specialist
	1.7.1 Review the Data Request	None	30 minutes	Division Chief
	1.7.2 Approve the data request and send back to the technical staff to be sent to the researcher	None	3 minutes	Division chief
	1.8 Send the e-copy of the data request to the email address of the researcher indicated in the Data Request Form, including the Acknowledgement Receipt Form and Feedback Form	None	3 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
2 Researcher to acknowledge the email and fill up the Data Request Form, including the Acknowledgement Receipt Form and Feedback Form	2.1 Acknowledge the feedback of the researcher	None	10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	3.1Provide the ONS- KMCD the accomplished Data Request Form, including the Acknowledgement Receipt Form and Feedback Form	None	None*	Statistical Analyst Statistical Specialist I
	4.1 Print and file the following: Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) Feedback Form	None	None*	Statistician Aide/Administrative Aide
Total		None	4 hours and 18 minutes

Request for Electronic Copy of Readily Available Unpublished Data Thru Email

Request for Employee Records (Certificate of Employment and Service Record of PSA Regular Officials and Employees)

3. Request for Employee Records (Certificate of Employment and Service Record of PSA Regular Officials and Employees)

A Certificate of Employment (COE) is issued by the Human Resources Division (HRD) upon request of Philippine Statistics Authority (PSA) employees for various purposes. The COE contains the status of employment of an employee with current position and station. Upon request, it may also include the monthly or annual compensation of the employee.

On the other hand, a Service Record (SR) is issued by HRD upon request of PSA employee/s for various purposes. It is generated from the Human Resource Information System (HRIS) where employee information is recorded. The SR contains the records of a government employee in the service from start to present or until separation from PSA.

Office or Division:	CRCSO-FAS-HRD
Classification:	Simple
Type of Transaction:	G2G - Government-to-Government
Who may avail:	PSA regular officials and employees
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
1. Filled up HR Form No. 01 (for personal filing) or email request (if personnel cannot file personally)	Human Resources Division (HRD) or official email address (hrd.staff@psa.gov.ph)
2. Authorization letter (hard copy or soft copy sent through email) addressed to the HRD Chief or HRD Officer (if not personally filed)	Requesting client

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Request for Certificate of Employee (COE)/Service Record (SR) · If filed personally, accomplish and submit HR Form No. 01 to the receipt and control desk of HRD · If not filed personally, request through email addressed to HRD Chief or HRD Officer	1.1 Evaluate the request form or authorization letter if completely signed	None	15 minutes	Administrative Assistant III
	1.2 Route the request to the personnel-in-charge for preparation	None	1 hour	Administrative Assistant III
	1.3 Evaluate the request, access personnel database, and print the COE/SR	None	4 hours	Administrative Officer II
	1.4 Initial and route the certificate to the Records Management Section Unit Head	None	15 minutes	Administrative Officer II
	1.5 Review, initial, and route the COE/SR to the Office of the Division Chief/ Authorized Officer for signature	None	4 hours	Administrative Officer V
	1.6 Review and sign the COE/SR and forward to the releasing clerk	None	4 hours	Division Chief or Designated Officer-in-Charge
	1.7 Scan the signed COE/SR for records and control purposes	None	15 minutes	Administrative Assistant III
	1.8 Prepare transmittal if request is for mailing or Prepare the requested COE/SR for pick-up of the requesting client	None	2 hours	Administrative Assistant III
1. Claim the requested COE/SR	2.1 Issue feedback form for accomplishment of the client or authorized personnel	None	1 day	Administrative Assistant III
2. Submit accomplished feedback form	3.1 Forward the submitted accomplished feedback form to the designated HRD personnel in charge for records purposes	None	15 minutes	Administrative Assistant III
	TOTAL		3 days (On the assumption that the requester claims the document within 3 days)

Request for Employee Records (Certificate of Employment and Service Record of PSA Regular Officials and Employees)

Request for Inclusion in the PhilSys Registration Kit Support Group Chat

2. Request for Inclusion in the PhilSys Registration Kit Support Group Chat

Registration Kit Support Group Chat is an Open Forum type of Group Chat for addressing technical concerns regarding PhilSys registration kits (hardware) and registration clients (applications).

Office or Division:	Infrastructure and Systems Management Division
Classification:	Simple
Type of Transaction:	G2G - Government to Government
Who may avail:	PhilSys Registry Office
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished PhilSys Account Request Form (PARF) with the following information: I. Type of Request a. New Account b. Account Updating c. Account Reactivation d. Account Deactivation II. Account Holder Information a. Last Name b. First Name c. Middle Name d. Suffix e. Designation f. Province/Region g. Office/Company h. Unit/Division/Service i. Employee ID No. j. Contact No. k. Email Address l. Employment Status: 1. COSW 2. Regular 3. External/Non-PSA III. Selection of Required Access a. PhilSys Information System Account b. System name 1. Digital Card Service 2. Matrix System 3. PhilSys Cloud c. Project name/Folder name d. Purpose of account		Infrastructure and Systems Management Division through the PhilSys tracking system
2. Accomplished ePARF		ePARF link.

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit the filled-out ePARF (Google Form) and upload the signed PARF	1.1. Monitor responses in the Google Form link.	None	5 minutes	Computer Maintenance Technologist I
None	1.2. Print the PARF.	None	1 minute	Computer Maintenance Technologist I
None	1.3. Check the complete- ness and assess the accuracy of the information in the PARF. Note: If the information is incorrect and/or incomplete, return the PARF to the requestor for correction/ completion.	None	2 minutes	Information Systems Analyst II/ Computer Maintenance Technologist II
None	1.4. Endorse the PARF to the Division Chief.	None	1 minute	Administrative Assistant
None	1.5. Approve/ disapprove the received PARF and return the form to the AA for disseminat-ion. Note: If the request is disapproved, return the form to the requestor via email.	None	3 minutes	Information Technology Officer II and Information Technology Officer III
None	1.6. Distribute the approved PARF to designated personnel for appropriate action. Note: If the request is disapproved, return the form to the requestor via email.	None	1 minute	Administrative Assistant
None	1.7. Provide the correspond-ing action and add the requestor to the Registration Kit Support Group Chat.	None	1 minute	Information Systems Analyst I
2. Join the group.	2.1. Record the action taken, username, and the processor's name, signature, and date in Section IV of the PARF.	None	1 minute	Information Systems Analyst I
TOTAL:		None	15 minutes

Request for Inclusion in the PhilSys Registration Kit Support Group Chat

Request for Legal Opinion / Written Legal Query

The Legal Service provides legal advice and opinion on matters related, but not limited to, Civil Registration, Family Laws.

Office or Division:		Legal Service
Classification:		Highly Technical
Type of Transaction:		G2C-Government to Citizen
Who may avail:		All
CHECKLIST OF REQUIREMENTS			WHERE TO SECURE
● Original Written Request for Legal Opinion ● Supporting Documents			Provided by the Client
CLIENT STEPS	AGENCY ACTIONS		FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Secure visitors pass from the Security Guard and register in the Visitor’s Logbook	1.1 Provides Security pass		None	5 Minutes	Security Guard
2. The client goes to the receiving personnel.	2.1 Receives the letter request. Then controls and logs the same in the database.		None	10 Minutes	Administrative Assistant
	2.2 Informs the requester when he/she will receive the reply		None	15 Minutes	Administrative Assistant
	2.3 Assigns and endorses the request to a Lawyer for the drafting of a letter response/legal opinion.		None	30 Minutes	Director of LS
	2.4 Drafts the letter response/legal opinion		None	9 days	Attorney III
	2.5 Conducts initial review of the draft letter response/legal opinion.		None	7 days	Attorney IV
	2.6 Conducts final review of the letter response/legal opinion then signs the same.		None	3 days	Director of LS
	2.7 Control, logs, and transmits the Letter Response/legal opinion		None	30 Minutes	Administrative Assistant
	2.8 Forward the Letter Response to the Client Sender and request acknowledgement or accomplishment of Feedback form		30 Minutes
Total			None	19 Days and 2 Hours

Request for Legal Opinion / Written Legal Query

Request for Password Reset for PhilSys Accounts (Digital Card Service, Matrix System, PhilSys Cloud)

c. Request for Password Reset for PhilSys Accounts (Digital Card Service, Matrix System, PhilSys Cloud)

Office or Division:	Infrastructure and Systems Management Division
Classification:	Complex
Type of Transaction:	G2G – Government to Government
Who may avail:	PhilSys Registry Office
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
Ticket request for Password Reset with the following details: Template Name: Password Reset Tracker: Password Reset Issue Title: [PSO/Division Name]-[Full Name] Email Address System Name		PhilSys tracking system

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit a request through PhilSys IT Support Ticketing webpage.	1.1. Acknowledge receipt of the request.	None	5 minutes	Computer Maintenance Technologist I
None	1.2. Validate the information received and provide appropriate action for the request.	None	3 minutes	Computer Maintenance Technologist I/II / Information Systems Analyst I/II
2. Receive the login credentials.	2.1. Send the login credentials to the email address of provided in the PARF. For Matrix: Sending of login credentials is system automated.	None	2 minutes	Computer Maintenance Technologist I
3. Access the system using the received credentials.	3.1. Close the Job Ticket.	None	1 minute	Computer Maintenance Technologist I
TOTAL:		None	11 minutes

Request for Password Reset for PhilSys Accounts (Digital Card Service, Matrix System, PhilSys Cloud)

Request for Printed Copy of Available Unpublished Data but need additional process to provide the data for Walk-in Researchers

The walk-in researchers need a printed copy of specific data output that requires more time to generate. The requested data are not posted in the PSA website but available in the Service.

Office or Division:	Office of the Assistant National Statistician
Classification:	Complex
Type of Transaction:	Government-to-Citizen (G2C)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		SSSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Register at PSA’s Security 16^th Floor	1.1 Request the researcher to sign in the Log Book	None	None	Security Guard on Duty
	1.2 Assist the researcher to the Office of the Assistant National Statistician (OANS)	None	None	Security Guard on Duty
	1.3 Assess which concerned division should handle the query/data request	None	None	Assistant Statistician
2. Accomplish two copies of Data Request Form	2.1 Provide the researcher with two (2) copies of Data Request Form	None	10 minutes	Statistician Aide/ Administrative Aide
	2.2 Check if all the required information are provided by the researcher	None	5 minutes	Statistician Aide/ Administrative Aide
	2.3 Indicate the release date and time of the requested data in the form and provide one (1) copy to the researcher. Inform the researcher to present this to get his/her data request.	None	5 minutes	Statistician Aide/ Administrative Aide
	2.4 Hand over the other copy of the Data Request Form to the concerned technical staff who will prepare the request.	None	3 minutes	Statistician Aide/ Administrative Aide
	2.5 Prepare and analyze the requested data base on the specific output needed by the requester and check for correctness and completeness	None	4 Days	Statistical Analyst Statistical Specialist I Statistical Specialist II Senior Statistical Specialist
	2.6 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.7 Review the correctness and completeness of requested data according to the researchers requested output.	None	3 hours	Supervising Statistical Specialist
	2.8 Endorse to Division Chief for final approval.	None	5 minutes	Supervising Statistical Specialist
	2.9 Review/ Approve the data request	None	2 hours	Division Chief
3. Present the duplicate copy of the Data Request Form to get the printed copy of the request	3.1 Photocopy/ Scan the approved/signed data request for record/filing.	None	15 minutes	Statistician Aide/ Administrative Aide
	3.2 Provide the researcher with the original copy of the signed data request	None	3 minutes	Statistician Aide/ Administrative Aide
	3.3 Record the transaction in the Data Request Log Book	None	3 minutes	Statistician Aide/ Administrative Aide
4. Accomplish the Acknowledgement Receipt Form and Feedback Form	4.1 Require the researcher to accomplish the Acknowledgement Receipt Form and Feedback Form	None	10 minutes	Statistician Aide/ Administrative Aide
	4.2 Provide ITDS-KMCD with the Data Request Form, Acknowledgement Receipt Form and Feedback Form	None	None*	Statistician Aide/ Administrative Aide
	4.3 File the following: · Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) · Feedback Form	None	None*	Statistician Aide/ Administrative Aide
Total		None	4 Days 6 hours and 19

Request for Printed Copy of Available Unpublished Data but need additional process to provide the data for Walk-in Researchers

Request for Printed Copy of Readily Available Unpublished Data for Walk-in Researcher

Walk-in researchers need printed copy of data that are not posted in the PSA website, but the data is available in the Service.

Office or Division:	All Division of SSSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Two (2)Request Form		SSSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Register at PSA’s Security at the 16^th Floor	1.1 Request the researcher to sign in the Log Book	None	None	Security Guard on Duty
	1.2 Assist the researcher to the Office of the Assistant National Statistician (OANS)	None	None	Security Guard on Duty
	1.3 Assess which concerned division should handle the query/data request	None	None	Assistant Statistician
2. Accomplish two copies of Data Request Form	2.1 Provide the researcher with two (2) copies of Data Request Form	None	10 minutes	Statistician Aide/ Administrative Aide
	2.2 Check if all the required information are provided by the researcher	None	5 minutes	Statistician Aide/ Administrative Aide
	2.3 Indicate the release date and time of the requested data in the form and provide one (1) copy to the researcher. Inform the researcher to present this to get his/her data request.	None	5 minutes	Statistician Aide/ Administrative Aide
	2.4 Hand over the other copy of the Data Request Form to the concerned technical staff who will prepare the request.	None	1 minute	Statistician Aide/Administrative Aide
	2.5 Prepare the requested data and check for correctness and completeness	None	2 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.6 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.7 Review the correctness and completeness of requested data	None	1 hour	Senior Statistical Specialist Supervising Statistical Specialist
	2.8 Endorse to Division Chief for final approval	None	5 minutes	Supervising Statistical Specialist
	2.9 Review/ Approve the data request	None	30 minutes	Division Chief
	2.10 Endorse the approved data request to Supervising Statistical Specialist	None	5 minutes	Supervising Statistical Specialist
3. Present the duplicate copy of the Data Request Form to get the printed copy of the request	3.1 Photocopy/ Scan the approved/signed data request for record/filing.	None	15 minutes	Statistician Aide/Administrative Aide
	3.2 Provide the researcher with the original copy of the signed data request	None	1 minute	Statistician Aide/Administrative Aide
	3.3 Record the transaction in the Data Request Log Book	None	3 minutes	Statistician Aide/Administrative Aide
4. Accomplish the Acknowledgement Receipt Form and Feedback Form	4.1 Require the researcher to accomplish the Acknowledgement Receipt Form and Feedback Form	None	10 minutes	Statistician Aide/Administrative Aide
	4.2 Provide ITDS-KMCD with the Data Request Form, Acknowledgement Receipt Form and Feedback Form	None	None*	Statistician Aide/Administrative Aide
	4.3 File the following: · Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) · Feedback Form	None	None*	Statistician Aide/Administrative Aide
Total		None	4 hours and 35 minutes

Request for Printed Copy of Readily Available Unpublished Data for Walk-in Researcher

Request for the Resetting of Password of Virtual Private Network Access of PSA Personnel

c. Request for the Resetting of Password of Virtual Private Network Access of PSA Personnel

Office or Division:	Infrastructure and Systems Management Division
Classification:	Complex
Type of Transaction:	G2G - Government to Government
Who may avail:	PhilSys Registry Office
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
Ticket Request for Password Reset with the following details: Template Name: Password Reset Tracker: Password Reset Issue Title: [PSO/Division Name]- [Full Name] Email Address System Name		PhilSys tracking system

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit a request through PhilSys IT Support Ticketing webpage.	1.1. Acknowledge receipt of the request.	None	5 minutes	Computer Maintenance Technologist I
None	1.2. Validate the information received and provide appropriate action for the request.	None	3 minutes	Computer Maintenance Technologist I/II / Information Systems Analyst I/II
2. Receive the login credentials.	2.1. Send the login credentials through the registered email address.	None	2 minutes	Computer Maintenance Technologist I
3. Access the system using the credentials sent to them.	3.1. Close the Job Ticket.	None	1 minute	Computer Maintenance Technologist I
TOTAL:		None	11 minutes

Request for the Resetting of Password of Virtual Private Network Access of PSA Personnel

Request for Updating, Reactivation, Deactivation, and Password Reset of Virtual Private Network Access of PSA Personnel - Request for Updating and Reactivation of Virtual Private Network Access of PSA Personnel

Request for Updating, Reactivation, Deactivation, and Password Reset of Virtual Private Network Access of PSA Personnel - Request for Updating and Reactivation of Virtual Private Network Access of PSA Personnel

3. Request for Updating, Reactivation, Deactivation, and Password Reset of Virtual Private Network Access of PSA Personnel

The authorized personnel from the Philippine Statistics Authority Central Office and Field Offices shall access the PhilSys systems using VPN credentials. The Infrastructure and Systems Management Division provides the VPN credentials. The requesting personnel must submit the approved PhilSys Account Request Form.

a. Request for Updating and Reactivation of Virtual Private Network Access of PSA Personnel

Office or Division:	Infrastructure and Systems Management Division
Classification:	Complex
Type of Transaction:	G2G - Government to Government
Who may avail:	PhilSys Registry Office
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished PhilSys Account Request Form (PARF) with the following information: I. Type of Request a. New Account b. Account Updating c. Account Reactivation d. Account Deactivation II. Account Holder Information a. Last Name b. First Name c. Middle Name d. Suffix e. Designation f. Province/Region g. Office/Company h. Unit/Division/Service i. Employee ID No. j. Contact No. k. Email Address l. Employment Status: 1. COSW 2. Regular 3. External/Non-PSA III. Selection of Required Access a. PhilSys Information System Account b. System name 1. VPN for Step (RegClient) 2. VPN for Digital Card Service 3. VPN for Manual Verification System 4. VPN for Manual Adjudication 5. VPN for ID Authentication System 6. Others (Please specify)		Infrastructure and Systems Management Division through the PhilSys tracking system
2. Accomplished ePARF Form		ePARF link.

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit the filled-out ePARF (Google Form) and upload the signed PARF.	1.1. Monitor responses in the Google Form link.	None	5 minutes	Computer Maintenance Technologist I
None	1.2. Print the PARF.	None	1 minute	Computer Maintenance Technologist I
None	1.3. Check the complete-ness and assess the accuracy of the information in the PARF. Note: If the information is incorrect and/or incomplete, return the PARF to the requestor for correction/ completion.	None	3 minutes	Information Systems Analyst II/ Computer Maintenance Technologist II
None	1.4. Endorse the PARF to the Division Chief.	None	1 minute	Administrative Assistant
None	1.5. Approve/ disapprove the received PARF and return the form to the AA for disseminat-ion. Note: If the request is disapproved, return the form to the requestor via email.	None	4 minutes	Information Technology Officer II and Information Technology Officer III
None	1.6. Distribute the approved PARF to designated personnel for appropriate action.	None	1 minute	Administrative Assistant
None	1.7. Update/ reactivate the account.	None	3 minutes	Computer Maintenance Technologist I/II / Information Systems Analyst I/II
2. Receive the notification that the account has been updated/ reactivated.	2.1. Send notification through the email of the requestor’s supervisor/ authorized staff that the account has been updated/ reactivated.	None	5 minutes	Computer Maintenance Technologist I
3. Receive the credentials and access the system using the credentials.	3.1. Record the action taken, username, and the processor's name, signature, and date in Section IV of the PARF.	None	3 minutes	Computer Maintenance Technologist I/II / Information Systems Analyst I/II
TOTAL:		None	27 minutes

Request for Updating, Reactivation, Deactivation, and Password Reset of Virtual Private Network Access of PSA Personnel - Reques

Request of Certification on the Existence of Certificate of Registration of Authority to Solemnize Marriage (CRASM)

Certificate of Registration of Authority to Solemnize Marriage (CRASM) is a certificate issued to a Solemnizing Officer (SO), after complying with the requirements, certifying the registration of the authority of the SO to solemnize marriage, and indicating therein that the SO is authorized to solemnize marriages within the SO’s territorial jurisdiction for the period specified therein.

Office or Division:	Civil Register Management Division
Classification:	Simple (Verification of the Status of Marriage for event year 2005 up to present using Solemnizing Officers’ Information System)
Type of Transaction:	Government-to-Citizens(G2C)
Who may avail:	All clients of legal age (18 years old and above)
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
Client is the Document Owner: 1. Photocopy of the Certificate of Marriage; and 2. Letter Request.		Solemnizing Officer or the Client
Client is an Authorized Representative: 1. Authorization Letter; 2. Photocopy of his/her valid ID; 3. Photocopy of the document owner’s ID; 4. Photocopy of the Certificate of Marriage; and 5. Letter Request.
CLIENT STEPS	AGENCY ACTIONS		FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
SOLEMNIZING OFFICERS COORDINATION UNIT
1. The client gets an Application Form (AF) and fills-in the required information and submit to PACD personnel	1. Receipt and Control of Application Form from PACD 1.1 Check the information in the AF vs. details in the submitted requirements. 1.1.1 If the information in the AF is not consistent with the details in the submitted requirements, return to PACD. 1.1.2 If the information in the AF is consistent with the details in the submitted requirements, proceed to 2.		Php100.00 per issued copy of Certification Note: Processing fee for copy issuance of Certification is being collected by the PSA CRS Outlet - East Avenue, Q.C.	5 minutes per single request	COSW, Administrative Aide VI, PACD 2nd Floor CRS Building, Quezon City Supervisor, Registration Officer I PACD 2nd Floor CRS Building, Quezon City Chief, CRMD, 7^TH CRS Building, Quezon City Administrative Aide VI and Assistant National Statistician, Civil Registration Service, 8^TH Floor CRS Building, Quezon City
	2. Verification of the status of marriage using Solemnizing Officers’ Information System (SOIS).		None.	15 minutes per SO’s information
	3. Preparation of Certification		None	30 minutes per certification
	4. Signing of Certification.		None	2 days	Supervisor, Registration Officer III SOCU 7^TH Floor CRS Building, Quezon City Chief, CRMD, 7^TH CRS Building, Quezon City Administrative Aide VI and Assistant National Statistician, Civil Registration Service, 8^TH Floor CRS Building, Quezon City
	5. The client claims certification at Public Assistance and Complaint Desk (PACD) on the scheduled date of release.		None	5 minutes per request	COSW, Administrative Aide VI, PACD 2nd Floor CRS Building, Quezon City Supervisor, Registration Officer I PACD 2nd Floor CRS Building, Quezon City
TOTAL ESTIMATED PROCESSING TIME FOR SERVICE:3 WORKING DAYS

Request of Certification on the Existence of Certificate of Registration of Authority to Solemnize Marriage (CRASM)

Request Received through Email from ONS/KMCD which Requires Additional Process to Produce the Requested Data

Office or Division:	All Divisions of ESSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C) Government-to-Business Entity (G2B) Government-to-Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Endorse data request to concerned Division Chief	1.1 Acknowledge receipt of data request	None	1 minute	Division Chief
	1.2 Advise concerned technical staff to prepare the data request	None	5 minutes	Division Chief
	1.3 Prepare the requested	None	8 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.4 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	1.5 Review correctness and completeness of requested data.	None	1.5 hours	Senior Statistical Specialist
	1.6 Endorse to Division Chief for final approval.	None	5 minutes	Senior Statistical Specialist
	1.7 Review/ Approve the Data Request	None	1.5 hours	Division Chief
2. Acknowledge email	2.1 Send e-copy of the data request to ONS/KMCD	None	10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.2 Record the transaction in the Data Request Log Book	None	-	Statistician Aide
	2.3 Print and file the email thread of the transaction	None	-	Statistician Aide
Total		None	11 hours and 54 minutes

Request Received through Email from ONS/KMCD which Requires Additional Process to Produce the Requested Data

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Email

Office or Division:	All Divisions of ESSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C) Government-to-Business Entity (G2B) Government-to-Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		ESSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send data request	1.1 Acknowledge receipt of the data request by sending the Data Request Form	None	-	Statistician Aide
2. Accomplish the Data Request Form and send back to PSA	2.1 Acknowledge receipt of the Data Request Form	None	2 minutes	Assistant Statistician
	2.2 Check if all the required information are provided.	None	3 minutes	Assistant Statistician
	2.3 Assess which concerned division should handle the query/data request	None	5 minutes	Assistant Statistician
	2.4 Forward the researcher’s email to the concerned division including the Data Request Form, copy furnished the researcher. Indicate the email address of the Division which should handle the request.	None	15 minutes	Assistant Statistician
	2.3 Acknowledge receipt of the data request copy furnished the researcher. Indicate in the email the latest date and time the data will be sent.	None	5 minutes	Statistician Aide
	2.4 Prepare the requested data.	None	2 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.6 Print and submit the data request to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.7 Review correctness and completeness of requested data.	None	30 minutes	Senior Statistical Specialist
	2.8 Endorse to the Division Chief for final approval.	None	5 minutes	Senior Statistical Specialist
	2.9 Review/ Approve the Data Request	None	30 minutes	Division Chief
3. Accomplish the Acknowledgement Receipt Form and Feedback Form	3.1 Send the e-copy of the data request, including the Acknowledgement Receipt Form and Feedback Form.		10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	3.2 Require the researcher to accomplish and send back the Acknowledgement Receipt Form and Feedback Form	None	10 minutes	Statistician Aide
	3.3 Scan the approved/signed data request for recording/filing, and accomplished Acknowledgement Receipt Form and Feedback Form.	None	-	Statistician Aide
	3.4 Record the transaction in the Data Request Log Book	None	-	Statistician Aide
	3.5 Provide ITDS-KMCD with scanned copies of the following · Data Request Form · Acknowledgement Receipt Form · Feedback Form	None	-	Statistician Aide
	3.6 File the following: · Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) · Feedback Form	None	-	Statistician Aide
Total		None	4 hours

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Email

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Phone

Office or Division:	All Divisions of ESSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C) Government-to-Business Entity (G2B) Government-to-Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		ESSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Call ESSS	1.1 Receive call	None	-	Assistant Statistician
1. Call ESSS	1.2 Instruct researcher the to email his/her request by providing the email address of ESSS	None	-	Assistant Statistician
2. Send data request/query to the email address of ESSS	2.1 Acknowledge receipt of the data request by sending the Data Request Form	None	-	Assistant Statistician
3. Accomplish the Data Request Form and send back to PSA	3.1 Acknowledge receipt of the Data Request Form	None	2 minutes	Assistant Statistician
	3.2 Check if all the required information are provided.	None	3 minutes	Assistant Statistician
	3.3 Assess which concerned division should handle the query/data request	None	5 minutes	Assistant Statistician
	3.4 Forward to the concerned division the researcher’s email including the Data Request Form copy furnished the researcher. Indicate the email address of the Division which should handle the request.	None	15 minutes	Assistant Statistician
	3.5 Acknowledge receipt of the data request copy furnished the researcher. Indicate in the email the latest date and time the data will be sent.	None	5 minutes	Statistician Aide
	3.6 Prepare the requested	None	2 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	3.7 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	3.8 Review correctness and completeness of requested data.	None	30 minutes	Senior Statistical Specialist
	3.9 Endorse to Division Chief for final approval.	None	5 minutes	Senior Statistical Specialist
	3.10 Review/ Approve the Data Request	None	30 minutes	Division Chief
4. Accomplish the Acknowledgement Receipt Form and Feedback Form	4.1 Send the e-copy of the data request, including the Acknowledgement Receipt Form and Feedback Form.		10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	4.2 Require the researcher to accomplish and send back the Acknowledgement Receipt Form and Feedback Form	None	10 minutes	Statistician Aide
	4.3 Scan the approved/signed data request for record/filing, and accomplished Acknowledgement Receipt Form and Feedback Form.	None	-	Statistician Aide
	4.4 Record the transaction in the Data Request Log Book	None	-	Statistician Aide
	4.5 Provide ITDS-KMCD with scanned copies of the following · Data Request Form · Acknowledgement Receipt Form · Feedback Form	None	-	Statistician Aide
	4.6 File the following: · Data Request Form · Acknowledgement Receipt Form · Signed copy of the data request (photocopy) · Feedback Form	None	-	Statistician Aide
Total		None	4 hours

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Phone

Researchers Requesting for an Electronic Copy of Unpublished Data which Requires Additional Process to Produce the Requested Data through Email

Researchers Requesting for an Electronic Copy of UnpublishedData which Requires Additional Process to Produce the Requested Data through Email

Office or Division:	All Divisions of ESSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C) Government-to-Business Entity (G2B) Government-to-Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		ESSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send data request	1.1 Acknowledge receipt of the data request by sending the Data Request Form	None	-	Statistician Aide
2. Accomplish the Data Request Form and send back to PSA	2.1 Acknowledge receipt of the Data Request Form	None	2 minutes	Assistant Statistician
	2.2 Check if all the required information are provided.	None	3 minutes	Assistant Statistician
	2.3 Assess which concerned division should handle the query/data request	None	5 minutes	Assistant Statistician
	2.4 Forward to the concerned division the researcher’s email including the Data Request Form copy furnished the researcher. Indicate in the email the email address of the Division which should handle the request.	None	15 minutes	Assistant Statistician
	2.5 Acknowledge receipt of the data request copy furnished the researcher. Indicate in the email the latest date and time the data will be sent.	None	10 minutes	Statistician Aide
	2.6 Prepare the requested data	None	8 hours	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.7 Print and submit to the Supervisor for review and clearance.	None	5 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	2.8 Review correctness and completeness of requested data.	None	1.5 hours	Senior Statistical Specialist
	2.9 Endorse to Division Chief for final approval.	None	5 minutes	Senior Statistical Specialist
	2.10 Review/ Approve the Data Request	None	1.5 hours	Division Chief
3. Accomplish the Acknowledgement Receipt Form and Feedback Form	3.1 Send the e-copy of the data request, including the Acknowledgement Receipt Form and Feedback Form.		10 minutes	Statistical Analyst Statistical Specialist I Statistical Specialist II
	3.2 Require the researcher to accomplish and send back the Acknowledgement Receipt Form and Feedback Form	None	10 minutes	Statistician Aide
	3.3 Scan the approved/signed data request for record/filing, and accomplished Acknowledgement Receipt Form and Feedback Form.	None	-	Statistician Aide
	3.4 Record the transaction in the Data Request Log Book	None	-	Statistician Aide
	3.5 Provide ITDS-KMCD with scanned copies of the following · Data Request Form · Acknowledgement Receipt Form · Feedback Form	None	-	Statistician Aide
	4.3 File the following: ● Data Request Form ● Acknowledgement Receipt Form ● Signed copy of the data request (photocopy) ● Feedback Form	None	-	Statistician Aide
Total		None	12 hours

Researchers Requesting for an Electronic Copy of UnpublishedData which Requires Additional Process to Produce the Requested Data

Researchers Requesting for Data Available at PSA Website through Email

Office or Division:	All Divisions of ESSS
Classification:	Simple
Type of Transaction:	Government-to-Citizen (G2C) Government-to-Business Entity (G2B) Government-to-Government (G2G)
Who may avail:	All
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Accomplished Data Request Form		ESSS Subject Matter Division (SMD)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send data request	1.1 Acknowledge receipt of the data request by sending the Data Request Form	None	-	Statistician Aide
2. Accomplish the Data Request Form and send back to PSA	2.1 Acknowledge receipt of the Data Request Form	None	2 minutes	Assistant Statistician
	2.2 Check if all the required information are provided.	None	3 minutes	Assistant Statistician
	2.3 Indicate in the form the website link and inform the researcher through email that the data can be downloaded at PSA website.	None	10	Assistant Statistician Statistician Aide
3. Accomplish the Acknowledgement Receipt Form and Feedback Form	3.1 Require the researcher to accomplish the Acknowledgement Receipt Form and Feedback Form	None	1 minutes	Statistician Aide
	3.2 Record the transaction in the Data Request Log Book	None	3 minutes	Statistician Aide
	3.3 Provide ITDS-KMCD with scanned copies of the following · Data Request Form · Acknowledgement Receipt Form · Feedback Form	None	3 minutes	Statistician Aide
	3.4 File the following: · Data Request Form · Acknowledgement Receipt Form · Feedback Form	None	3 minutes	Statistician Aide
Total		None	25 minutes

Researchers Requesting for Data Available at PSA Website through Email

Resolution of Problem Documents (from the Monthly Report)

Documents pulled out by quality controller from folio due to
●    No signature of LCR
●    Same registry number with other documents registered
●    Out of range of registry number
●    Different person encoded in DVSS datafiles
●    No registry number

Documents under the above conditions are pull out from the batch/folio and to be coordinated with the concerned Local Civil Registrar for validation.

Office or Division:	Civil Register Management Division
Classification:	Highly Technical
Type of Transaction:	Government-to-Citizens (G2C), Government to Government (G2G)
Who may avail:	PSO, LCR
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID			PROCESSING TIME		PERSON RESPONSIBLE
DOCUMENT PROCESSING UNIT
	1. Encode details of the document in Excel files (control)	None			1 hour per batch of 80 documents		Document Controller (COSW) DPU, CRMD 3^rd Floor, CRS Building Supervisor DPU, CRMD 3^rd Floor, CRS Building
	2. Coordinate with Provincial Statistical Officer and Local Civil Registrar thru e-mail	None			1 hour per batch of 35 e-mails to PSO/LCRO		COSW DPU, CRMD 3^rd Floor, CRS Building Supervisor DPU, CRMD 3^rd Floor, CRS Building
Upon receipt of the compliance to the feedback/status of the documents, the DPU will process for possible scanning and loading in the CRS database. The number of processing days from the time DPU informed the PSO/LCRO through email and the availability of the document for copy issuance in the Outlets will depend on the number of days the Local Civil Registrar complied the requirements.
	1. Retrieve the original documents submitted and match with the compliance		None	1 hour per batch of 20 documents		Document Controller (COSW) DPU, CRMD 3^rd Floor, CRS Building Supervisor DPU, CRMD 3^rd Floor, CRS Building
	2. Evaluate documents submitted by PSO/LCR		None	1 hour per batch of 20 documents		Document Controller (COSW) DPU, CRMD 3^rd Floor, CRS Building Supervisor DPU, CRMD 3^rd Floor, CRS Building
	3. Route to PMU for final evaluation, scanning and loading in the CRS database		None	30 minutes		Document Controller (COSW) DPU, CRMD 3^rd Floor, CRS Building Supervisor DPU, CRMD 3^rd Floor, CRS Building
Note: Scanning and loading in the database is discussed in the Process Flow of Electronic Endorsements

Resolution of Problem Documents (from the Monthly Report)

Responding to Category 1 (Simple) Feedback

This service provides responses to the public with queries or complaints that are general in nature which may be received through the official PhilSys channels. Category 1 is non-contentious feedback from clients which covers clarifications and general comments and suggestions regarding the PhilSys implementation and its services.

Office or Division:	Feedback and Grievance Division
Classification:	Simple
Type of Transaction:	G2C - Government to Citizen
Who may avail:	General Public
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Query, complaint, and/or feedback that are non-contentious and are general in nature		1. Email: info@philsys.gov.ph 2. Facebook page: https://facebook.com/PSAPhilSysOfficial 3. Hotline:1388

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
I. Email and Facebook Page
1. Send details of query, complaint, and/or feedback via email or Facebook page.	1.1. Receive query, complaint, and/or feedback and request additional details if necessary.	None	5 minutes	Public Relations Officer I
None	1.2. Reply to the client based on the approved standard responses through the channel used.	None	10 minutes	Public Relations Officer I
2. Receive a response via email or Facebook page.	2.1. Record details in the monitoring log.	None	10 minutes	Public Relations Officer I
TOTAL:		None	25 minutes
II. Hotline
1. Call the PhilSys hotline through 1388 and narrate details of query, complaint, and/or feedback.	1.1. Receive call and gather basic information of the client and details of the complaint.	None (But call via mobile may cost Php 6.00-8.00/min and Php 4.00-5.00/min for landline)	2 minutes	Call Center Agent
None	1.2. Reply to the client based on the approved standard responses.	None	2 minutes	Call Center Agent
None	1.3. Summarize the call details and generate ticket number.	None	2 minutes	Call Center Agent
2. Receive response and answer the brief customer satisfaction survey.	2.1. Request if client is willing to answer a brief customer satisfaction survey (If not willing, proceed to the next step).	None	30 seconds	Call Center Agent
None	2.2. End the call with the closing spiel.	None	30 seconds	Call Center Agent
TOTAL:		None	7 minutes

Responding to Category 1 (Simple) Feedback

Responding to Category 2 and Category 3 (Complex) Feedback

This service provides the process in which all feedback and complaints assessed as Category 2 and 3 that require action are forwarded to concerned offices for resolution. Category 2 complaints are grievances on non-compliance with PhilSys processes and protocols. Category 3 are contentious complaints on non-conformance to the PhilSys Act and other governing laws.

Office or Division:	Feedback and Grievance Division
Classification:	Simple
Type of Transaction:	G2C - Government to Citizen
Who may avail:	General Public
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Query, complaint, and/or feedback that are identified as non-compliant to PhilSys processes and non-conforming to the program’s objectives 2. Feedback and Grievance Escalation (FGE) Form		1. Email: info@philsys.gov.ph 2. Facebook page: https://facebook.com/PSAPhilSysOfficial 3. Hotline:1388 4. PSA Field Offices 5. Other Government Complaints Desk (PCC, CCB, 8888, ARTA, etc.)

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send details of the complaint through the official channels, PSA Field Offices, and other government complaints desks.	1.1. Receive complaint from the official channels, PSA Field Offices, and other government complaints desks and request additional details if necessary.	None	5 minutes	Public Relations Officer I
None	1.2. Record details in the monitoring log and accomplish the FGE Form to include details of the complaint.	None	1 hour	Public Relations Officers II and III
None	1.3. Review, approve, and endorse the filled-out FGE Form to the subject matter divisions (SMDs).	None	1 hour	Public Relations Officers III and IV, Officer-in-Charge, Assistant National Statistician
None	1.4. Provide resolution to address/act on the escalated complaint and respond to the FGE Form.	None	20 days	Subject Matter Division
2. Receive notification that the complaint has been escalated for resolution.	2.1. Send notification to the client that the complaint has been escalated for resolution.	None	5 minutes	Public Relations Officer II
	2.2. Send a follow-up email to SMDs, if necessary.	None	10 minutes	Public Relations Officer III
	2.3. Receive a response from SMDs.	None	10 minutes	Public Relations Officer III
	2.4. Draft response to the client based on the reply of SMDs.	None	1 hour	Public Relations Officers II and III
	2.5. Approve and send a response to the client, copy furnished SMD.	None	1 hour	Public Relations Officers III and IV, Officer-in-Charge
3. Receive response.	3.1. Record details in the monitoring log.	None	10 minutes	Public Relations Officer I
TOTAL:		None	20 days, 4 hours, and 40 minutes

Responding to Category 2 and Category 3 (Complex) Feedback

Citizen's Charter
Civil Registration Concerns
- Central Citizen Charter
- Backend Citizen Charter
Feedback and Complaints
Certificate of Compliance

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Request for Electronic Copy of Available Unpublished Data which need additional process through Email from KMCD

Request for Electronic Copy of Available Unpublished Data which need additional process to provide the datafor Walk-in Researchers

Request for Electronic Copy of Readily Available Unpublished Data Thru Email

Request for Employee Records (Certificate of Employment and Service Record of PSA Regular Officials and Employees)

Request for Inclusion in the PhilSys Registration Kit Support Group Chat

Request for Legal Opinion / Written Legal Query

Request for Password Reset for PhilSys Accounts (Digital Card Service, Matrix System, PhilSys Cloud)

Request for Printed Copy of Available Unpublished Data but need additional process to provide the data for Walk-in Researchers

Request for Printed Copy of Readily Available Unpublished Data for Walk-in Researcher

Request for the Resetting of Password of Virtual Private Network Access of PSA Personnel

Request for Updating, Reactivation, Deactivation, and Password Reset of Virtual Private Network Access of PSA Personnel - Request for Updating and Reactivation of Virtual Private Network Access of PSA Personnel

Request of Certification on the Existence of Certificate of Registration of Authority to Solemnize Marriage (CRASM)

Request Received through Email from ONS/KMCD which Requires Additional Process to Produce the Requested Data

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Email

Researchers Requesting for an Electronic Copy of Readily Available Unpublished Data through Phone

Researchers Requesting for an Electronic Copy of UnpublishedData which Requires Additional Process to Produce the Requested Data through Email

Researchers Requesting for Data Available at PSA Website through Email

Resolution of Problem Documents (from the Monthly Report)

Responding to Category 1 (Simple) Feedback

Responding to Category 2 and Category 3 (Complex) Feedback

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