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PHILIPPINE NORMAL UNIVERSITY

The Countrys National Center for Teacher Education (R.A. 9647)http://www.pnu.edu.ph

CITIZENS CHARTER

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TABLE OF CONTENTS

Page

I. Vision & Mission ... 3

II. Performance Pledge 4

III. Frontline Services .. 5-47

IV. Feedback Form.. 48

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VISIONThe Philippine Normal University designated as the Countrys National Center for

Teacher Education shall be the primary source of high quality teachers and education managers

in the country and the world. As the established producer of knowledge workers in the field

of education, it shall likewise continue to inspire and shape the quality of Filipino students and

graduates.

MISSION

The Philippine Normal University is dedicated to developing teachers and educational

leaders as valued contributors in the social transformation of the Filipino for a better world.

This mission is propelled by the institutions commitments to:

1. Quality education and excellence

2. Knowledge creation and application

3. A culture of sharing and service

4. Growth, efficiency and accountability

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Performance Pledge

We, the officials, faculty and administrative employees of the Philippine Normal University, dohereby commit to the public, our clientele, a kind of service anchored on the following values and principles:

P Promptness. We ensure speedy service within reasonable time from 8:00AM to 5:00PM, Mondays toSaturdays, and when exigency of public service so demands.

N Nationalism. Imbued with Filipino values, we take pride in rendering professional service to ourfellow citizens with the prime interest of the Filipino nation in mind at all times.

U Uprightness. We live up to the highest standards of morality in the performance of our duties andresponsibilities as public servants who observe the Code of Conduct and Ethical Standards forGovernment Officials and Employees.

N Novelty. We continue to innovate in order to respond to the changing needs of our clients as weimprove the quality of our service.

C Commitment. We uphold our dedication and responsibility in pursuing our mission as an institution

of higher learning in all our endeavors and transactions with the public.

T Transparency. We maintain our business transactions at all levels open to public scrutiny andoversight as a means of fighting corruption and holding ourselves accountable to the public.

E Efficiency. We advocate competence and productiveness in dealing with our clients to achieve thedesired services without wasting time, resources and effort.

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LIST OF FRONTLINE SERVICESPAGE

A. Admissions 7-14

Center for Teaching and Learning (CTL)Undergraduate Programs

Post Baccalaureate Programs

Graduate Programs (Masters & Doctorate)

B. Enrolment 15

Freshmen

Old Students

C. Issuance of Documents 16-20

Transcript of Records

Certification

Diploma (Original/True Copy)

Evaluation

Checklist of Courses Taken

General Weighted Average (GWA)

Verification

Authentication

DFA Endorsement Completion of Grade

Withdrawal of Courses

Permit to Study

D. Student Services 21-32

Issuance of Certificate of Good Moral Character

Validation of IDs

Replacement of Lost IDs

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Leave of Absence

Dropping of Subject/s Enrolled

Exemption from Wearing Uniform

Application for Scholarships/Grants

Application for Student Assistantships Handling Complaints Against Students/Teachers

Issuance of Permit to Hold an Activity

E. Library Services 33-40

Library Card Application

Library Card Renewal/Replacement

Issuance of Permit for Outside Researcher

Borrowing/ Returning Books from Different Library Sections to Circulation Area

Library Internet Photocopying of Materials

F. Auxiliary Services 41-44

Admission of Boarders/Dormers

Accommodation of Transients

A. Reservation of University Facilities 45-47

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Title of Frontline Services : Application for Admission Test in the Graduate Programs

(Masteral and Doctoral) and Certificate in Teaching Program

(CTP)

Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PMKey Person : Director, Office of Admissions

Who may avail of the service?

For Graduate Program

Graduate of Bachelors Degree in Education for Masteral Program

Graduate of Bachelors Degree with 18 units in CTP for Masteral

Graduate of Masters Degree for Doctoral Program

For CTP

AB/BS Graduate of Non-Education course

What are the Requirements?

1. a) Original Transcript of Records (TOR) of Bachelors degree in Education and 18 units of Education/CTP (for

Masteral)

and Masteral degree (for Doctoral).b) Original Transcript of Records of Bachelors degree (Non- Education) for CTP

2. Computed Grade Point Average (GPA) of 85% / 2.0 / B or better for Masteral/CTP and 90% / 1.75 / B+ or betterfor Doctoral

3. Certification of at least two years teaching experience (for Masteral & Doctoral)

4. Photocopy of the Marriage Contract if TOR bears maiden name5. P400 for the Admission Test fee to be paid to the University Cashier

6. Two (2) copies of 1x1 recent colored picture

Total Time Duration : 100 minutes

How to Avail of the Service:

Step Please Follow the Steps Service Provider Duration Person In chargeFee Form/

document

1Present admission requirements for

evaluation

Evaluate admission requirements of

applicant

5 minutes/applicant Director

Administrative Aid

No fee *Transcript of

Records

2 Secure Computation Form and

compute for Grade Point Average

Issue Computation Form and recheck

results of GPA if qualified

60 minutes Director

Administrative Aid

No fee Computation

Form for Grade

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(GPA) Point Average

3

If qualified, secure and accomplish

Application Form for Admission

Test

Issue Application Form and check

entries of applicants information

15 minutes Director

Administrative Aid

No fee Application

Form for

Admission Test

4Proceed to the office of theDepartment Chair for Interview and

signature / approval of application

Advice applicant to proceed to theoffice of the Department Chair and

note approval

10 minutes Department ChairAdministrative Aid

No Fee AccomplishedApplication

Form

5

Pay the Admission Test fee ofP400.00 to the University Cashiers

Office

Accept payment of Admission Testfee c/o Cashiers Office

5 minutes Cashier P400.00 Official Receiptof payment

6

Submit OR of payment and attach inthe Application Form

Encode data of applicant in theEnrollment System and print Test

Permit

3 minutes Administrative Aid No Fee Test Permit

7Claim Test Permit and sign in the

logbook

Issue Test Permit and compile

accomplished form

2 minutes Administrative Aid No fee Test Permit

Logbook

END OF TRANSCATION

Title of Frontline Services : Application for Admission Test in the Undergraduate

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(Incoming Freshmen)Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PMKey Person : Director, Office of Admissions

Who may avail of the service? : Incoming Freshman Students / Transferees

What are the Requirements? High School Report Card (original & photocopy) -- no grade lower than 80% in all subjects in fourth year

*Transcript of Records with no grade lower than 2.0 and Honorable Dismissal (for Transferees)

Certificate of Good Moral Character from High School Principal/Guidance Counselor

Certified True Copy of Birth Certificate

Two (2) copies of 1x1 picture

P350.00 Admission Test Fee to be paid to the University Cashier

Total Time Duration: 42 minutes



document

1

Present admission requirements for

evaluation

Evaluate admission requirements of

applicants

5 minutes/applicant Director

Administrative Aid

No fee High School Card /

Transcript of

Records

2

Secure and accomplish Application

Form for Admission Test

Issue Application Form, check

entries of applicants information and

attach photocopy of requirements

20 minute Director

Administrative Aid

No fee Application Form

for Admission Test

3

Pay the Admission Test fee of

P350.00 to the University CashiersOffice

Accept payment of admission fee

c/o Cashiers Office

5 minutes Cashier P350.00 Official Receipt of

payment

4

Submit OR of payment and attach

with Application Form

Encode data of applicants in the

Enrollment System and print Test

Permit


5Claim Test Permit and sign in the

logbook

Issue Test Permit and file

accomplished form


Logbook

END OF TRANSCATION

Title of Frontline Services : Application for Admission Test in the Center for Teaching and

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Learning (CTL)Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PMKey Person : Director, Office of Admissions

Who may avail of the service? : Incoming First Year High School Students and Kindergarten 1 Pupils (Entry

Grade Levels)What are the Requirements?

FIRST YEAR HIGH SCHOOL

1. Grade 6 Report Card no grade lower than 85 in all subjects during the third quarter of the present school year

(no grades below 80 in all subjects in all quarters/grading periods)2. Certificate of Good Moral Character from the Principal/Guidance Counselor (with school seal)

3. Certified True Copy of Birth Certificate4. Barangay Captains Certification of Residence

5. Two copies of 1x1 recent colored picture

6. P350.00. for the Entrance Examination Fee

Total Time Duration : 42 minutes



document

1

Present admissionrequirements for evaluation

Evaluate admissionrequirements of applicants

5minutes/applic

ant

DirectorAdministrative

Aid

No fee High SchoolCard /Transcript ofRecords

2

Secure and accomplishApplication Form forAdmission Test

Issue Application Form, checkentries of applicantsinformation and attachphotocopy of requirements

20 minute DirectorAdministrative

Aid

No fee ApplicationForm forAdmissionTest

3

Pay the Admission Test feeto the University CashiersOffice

Accept payment of admissionfeec/o Cashiers Office

5 minutes Cashier P350.00

OfficialReceipt

4

Submit OR of payment andattach with ApplicationForm

Encode data of applicants inthe Enrollment System andprint Test Permit

10 minutes AdministrativeAid

No fee Test Permit

5 Claim Test Permit and sign Issue Test Permit and file 2 minutes Administrative No fee Test Permit

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in the logbook accomplished form Aid Logbook

END OF TRANSACTION

KINDERGARTEN 11. Certified True Copy of Birth Certificate - Age 41/2 to 5 years old (Must have been born between June 2005 June 2006)

2. Barangay Captains Certification of Residence

3. Two copies of 1x1 recent colored picture4. P350.00. for the Entrance Examination Fee




document

1

Present admissionrequirements for evaluation

Evaluate admissionrequirements of applicants

5minutes/applica

nt

DirectorAdministrativeAid

No fee AdmissionRequirements

2

Secure and accomplishApplication Form forAdmission Test

Issue Application Form,check entries of applicantsinformation and attachphotocopy of requirements

20 minute DirectorAdministrativeAid

No fee ApplicationForm forAdmissionTest

3

Pay the Admission Test feeof P350.00 to the UniversityCashiers Office

Accept payment ofadmission feec/o Cashiers Office

5 minutes Cashier P350.00

OfficialReceipt ofpayment

4

Submit OR of payment andattach with ApplicationForm

Encode data of applicants inthe Enrollment System andprint Test Permit


No fee Test Permit

5Claim Test Permit and signin the logbook

Issue Test Permit and fileaccomplished form


No fee Test PermitLogbook

END OF TRANSACTION

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Title of Frontline Services : Administration of Admission Tests

Graduate College Admission Test (GCAT) Certificate in Teaching Program (CTP) and Post Baccalaureate Specializations Admission Test

Philippine Normal University Admission Test (PNUAT)

Center for Teaching and Learning Admission Test

Schedule of Availability of Service : Sundays 8:00AM 5:00PM (Except for walk-in examination to be

scheduled)Key Person : Director, Office of Admissions

Who may avail of the service? : Qualified applicants in the Programs/LevelsWhat are the Requirements?

Test Permit with picture and official receipt of payment

Valid ID of examineeTime Duration of Examination: 2 hours

Test Results Release: 10 working days after the scheduled testTotal Time Duration: 2 hours and 40 minutes



document

1

Locate examinees name on the

master list posted and present Test

Permit with ID to the Proctor

Check Test Permit and valid ID for

verification and orient examinees

30 minutes /

examinee

Director

Proctor

No fee Test Permit

Valid ID

Lists ofExaminees

2Take the Admission Test Administer Admission Test as

scheduled

2 hours Proctor No fee Test Booklet

Answer Sheet

3Return test materials to the Proctorafter the test

Retrieve test materials andcountersign Test Permit

5 minutes Proctor No fee Test BookletAnswer Sheet

4Get schedule of release of test results

(10 working days after the test)

Release test result and inform

schedule of Enrollment

5 minutes Director

Administrative Aid

No fee Admission

Test Results

END OF TRANSACTION

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Title of Frontline Services : Interview Procedure for Incoming Freshmen Undergraduate

CTL First Year High School and Kindergarten 1

Schedule of Availability of Service : To be scheduled 10 days after the release of test 8:00AM 5:00PM

Key Person : Director, Office of Admissions

Who may avail of the service? : Passers in the PNU Admission Test (Incoming Freshman Students/Transferees)What are the Requirements for Interview?

Fourth Year High School Report Card*Transcript of Records and Honorable Dismissal (for Transferees)


School ID

Interview Sheet to be accomplished by the applicant

Test Permit

Total Time Duration: 2 hours and 55 minutes



document

1

Present interviewrequirements for verification

Verify Interview requirementsof applicant

5 minutes /interviewee

DirectorAdministrativeAid

Nofee

Interviewrequirements

2

Secure and accomplishInterview Form

Issue Interview Form, callnumber

and check entries


StudentAssistant

Nofee

InterviewSheet

Call number

3

When number is called,present all requirements tothe Interviewer

Interview applicant 10 minutes Interviewer Nofee

AccomplishedInterviewform andrequirements

4 If passed the Interview,receive Recom mendationfor Medical. If not, get allrequirements except

Issue Recommendation forMedical, for passers.Return all requirements fornon-passers

5 minutes Interviewer Nofee

Recommendation forMedical

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Interview Form

5

Proceed to Medical Clinic forphysical and dentalexaminations

Conduct physical examinationc/o Medical & DentalPersonnel

2 hours c/o Medical &DentalPersonnel

c/oMedical

Medical &DentalRecord

6Claim and submit MedicalClearance after 5 workingdays

Receive and record submittedMedical Clearance

15 minutes DirectorAdministrativeAid

Medical andDentalClearance

7

Get Confirmation Form forEnrollment

Release Confirmation Formfor Enrollment

5 minutes DirectorAdministrativeAid

ConfirmationForm

END OF TRANSACTION

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Title of Frontline Services : Pre-Enrollment Procedure (Incoming Freshmen)Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PMKey Person : Director, Office of Admissions

Who may avail of the service? : Qualifiers in the Interview (Incoming Freshman Students / Transferees)

What are the Requirements for Pre-Enrollment? Original Fourth Year High School Report Card

*Original Transcript of Records and Honorable Dismissal (for Transferees)


Certified True Copy of Birth CertificateTotal Time Duration : 1 hour



document

1Get call number and Pre-EnrollmentForm to be accomplished Issue call number and Pre-EnrollmentForm 10 minutes/enrollee DirectorAdministrative Aid No fee Call numberPre-

Enrollment

Form

2

Submit Enrollment requirements for

verification and call number

Verify entry requirements of student

and encode in the Enrollment System

10 minutes Director

Administrative Aid

No fee Entry

requirements

3

Claim Notice of Admission for

Enrollment

Issue automated Notice of Admission

and designated section of student

7 minutes Director

Administrative Aid

No fee Notice of

Admission

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4

Log in to the List of Students by

section

Record list of students for

consolidation

3 minutes Administrative Aid

Student Assistant

No fee List of

Students by

section

5

Submit Notice of Admission on the

day of the Enrollment

Enroll students in the Enrollment

System c/o Office of the Registrar

30 minutes c/o Office of the

Registrar

First Year Adviser

Notice of

Admission

Master List of

Students

Title of Frontline Services : Accepting Application & Issuance of the following Documents:

1. Transcript of Records

Graduate (G)

Post-Baccalaureate

Undergraduate (UG)

Undergraduate Specialization

2. Certification

Completion of Academic Requirements (CAR)

Detailed Description of Courses

English as the Medium of Instruction

Enrolment

Exemption from Special Order of Graduation (S.O.)


Grades

Graduation

Units earned3. Diploma (Original/Duplicate)

English Translation

Evaluation of Grades (Graduate Level)

4. Checklist (Undergraduate Level)

5. Completion of Grades6. Certified True Copy of Entrance Data

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7. Honorable Dismissal/Transfer Credential8. Permit to Study

9. Withdrawal of Courses

10. CAV (Certification, Authentication and Verification of Documents)11. DFA Endorsement

Duration: Undergraduate Transcript of Records MIS (Available on the Database) - 10 working days (Year 2000 onwards)*Undergraduate Transcript of Records - Old (For re-encoding and rechecking) - 15 working days (Year 1999

downwards)*Graduate Level Transcript of Records-- 15 working days*

Post-Baccalaureate/Undergraduate Specialization Transcript of Records 10 working days*

*If second request 5 working daysCertification 10 working days

*Detailed Description of Courses 15 working daysChecklist 5 working days

Evaluation of Grades (Graduate Level) - 15 working days

Study Permit 5 working daysDuplicate Diploma 15 working days

Authentication 2 working daysHonorable Dismissal/Transfer Credential 1 working day

Schedule of Availability of Service: Mondays through Fridays 7:00 am - 5:00 pm ; Saturdays - 8:00 am 5:00 pm

Who may avail of the service:

Graduate and Undergraduate Students, Alumni, Foreign Students, Schools, Companies, Foreign and Local Evaluators

What are the requirements?

Affidavit of Loss for Securing Duplicate Diploma

Affidavit for Correction of Name / Birthday Original (to be returned)/ Photocopy of Marriage Contract for Married Students

Documentary Stamps (for TOR and Diploma)

Permit to Study from the Division Office concerned




document

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1Secure and fill-out Application

Form for Document/s

Issues and checks Application Form

for Document/s10 minutes

Information Desk

ClerkNone

Application

for

Document/s

2 Pay at the Cashiers OfficeAccepts payment for document/s

requested10 minutes Cashier

Depends on

the kind of

Document

(Refer to

the

Schedule ofFees from

the

Accounting

Office)

Official

Receipt

Applicationfor

Document/s

3

Proceed to the Accounting Office

for General Clearance, if applicable.A general Clearance is required if

the application is filed for the first

time, particularly the TOR, Diploma

and the Evaluation of Grades in the

Graduate Level. If not applicable,

proceed to Step 4

Issues General Clearance Form 30 minutes

Accounting Staff,

Library Staff, and

Office of Student

Affairs Staff

None

General

Clearance

Form

4File the Application Form atWindow 5, Office of the University

Registrar and secure Claim Stub

Checks entries in the Application

Form, making sure that the O.R. and

the General Clearance Form duly

signed by all authorities concerned

are attached and that documentarystamps are provided for TOR and

Diploma applications

20 minutes Registrar Staff None

Application

for

Document/swith General

Clearance

Form andO.R.

Claim Stub

END OF TRANSACTION

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Title of Frontline Services : Releasing of the following documents:

1. Transcript of Records2. Graduate (G)

Post-Baccalaureate

Undergraduate (UG)

Undergraduate Specialization

3. Certification

Completion of Academic Requirements (CAR)

Detailed Description of Courses

English as the Medium of Instruction

Enrolment

Exemption from Special Order of Graduation (S.O.)


Grades Graduation

Units earned

4. Diploma (Original/Duplicate)

English Translation5. Evaluation of Grades (Graduate Level)

6. Checklist (Undergraduate Level)

7. Completion of Grades8. Certified True Copy of Entrance Data

9. Honorable Dismissal/Transfer Credential

10. Permit to Study11. Withdrawal of Courses12. CAV (Certification, Authentication and Verification of Documents)

13. DFA Endorsement

Duration: Undergraduate Transcript of Records MIS (Available on the Database) - 10 working days (Year 2000 onwards)*Undergraduate Transcript of Records -- Old (For re-encoding and rechecking) - 15 working days (Year 1999

downwards)*Graduate Level Transcript of Records-- 15 working days*

Post-Baccalaureate/Undergraduate Specialization Transcript of Records 10 working days*

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*If second request 5 working daysCertification 10 working days

Detailed Description of Courses 15 working daysChecklist 5 working days

Evaluation of Grades (Graduate Level) - 15 working daysStudy Permit 5 working daysDuplicate Diploma 15 working days

Authentication 2 working daysHonorable Dismissal/Transfer Credential 1 working day

Schedule of Availability of Service:Mondays through Fridays 7:00 am - 5:00 pm ; Saturdays - 8:00 am 5:00 pm

Who may avail of the service:

Graduate and Undergraduate Students, Alumni, Foreign Students, Schools, Companies, Foreign and Local

Evaluators who filed an Application for DocumentWhat are the requirements? Claim Stub



Step Please Follow the Steps Service Provider DurationPerson In

charge

Fee Form/

document

1

Present Claim Stub at Window 5,Office of the University Registraron the scheduled date of release

Releases the document/s beingrequestedAsks the applicant to sign on theLogbook

10 minutes Registrar Staff NoneClaim StubDocument/sapplied for

2 END OF TRANSACTION

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Title of Frontline Service : Validation of IDsSchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.

Key Person : Dean, Office of Student Affairs and Student Services

Who May Avail of the Service : StudentsWhat are the Requirements :

ID

Registration Form

Duration : 2 hoursFee Charged : None



charge

Fee Form/

document

1

Present ID together with Registration

Card and sign on the Logbook

Receives ID and Registration Card

for validation of enrolment 1 hour OSASS Secretary Logbook

2 Signs the ID 30 mins. OSASS Dean

3Claim the validated ID and sign on

the Logbook30 mins. OSASS Secretary Logbook

END OF TRANSACTION

Title of Frontline Service : Issuance of Affidavit for Lost ID

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Schedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.Key Person : Dean, Office of Student Affairs and Student Services

Who May Avail of the Service : Students

What are the Requirements :

Affidavit of Loss

Duration : 3 hoursFee Charged : P50.00



charge

Fee Form/

document

1Present to OSASS letter explaininghow ID got lost

Evaluates the letter 1 hour OSASS Dean

2

Secure a duly notarized Affidavit of

Loss from the City Hall and present

it to the OSASS

Files Affidavit of Loss 1 hour OSASS SecretaryAffidavit of

Loss

3Secure and accomplish TemporaryPass Slip and Request for New ID

Gives Logbook to requesting party

for documentation of his/her

transaction

30 mins. OSASS SecretaryTemporary

Pass Slip

4Present Request for New ID to

University Press for processing

Receives Request for New ID and

asks requesting party to pay at the

Cashiers Office and present Official

Receipt before accomplishingPersonal Information Slip and

having his/her picture taken

1 hourUniversity Press

Director/Staff

Personal

Information

Slip

END OF TRANSACTION

Title of Frontline Service : Filing ofLeave of AbsenceSchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.

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Key Person : Dean, Office of Student Affairs and Student ServicesWho May Avail of the Service : Students


Leave of Absence Form

Duration : 3 hours

Fee Charged : NoneHow to Avail of the Service:


charge

Fee Form/

document

1

Consult the Guidance Counselor and

request for and accomplish a Leave

of Absence (LOA) Form in triplicate

Confers with the student about

his/her desire to go on leave1 hour OSASS Counselor

Leave of

Absence

Form

2Receives the accomplished Leave of

Absence (LOA) Form and signs it30 mins. OSASS Dean

Leave of

Absence

Form

3 Claim the signed LOA Form Returns signed LOA Form to student 30 mins.OSASS

Secretary/Staff

Leave of

Absence

Form

4Submit the signed LOA Form to the

Registrar Office

Receives the signed LOA Form for

approval of the Registrar30 mins.

Registrar Office

Staff

Leave of

Absence

Form

Claim his/her copy and give another

copy to OSASSReceives OSASS Copy 30 mins.

OSASS

Secretary/Staff

Leave of

Absence

Form

END OF TRANSACTION

Title of Frontline Service : Dropping of SubjectsSchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.Key Person : Dean, Office of Student Affairs and Student Services

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Dropping FormDuration : 1 days

Fee Charged : None



charge

Fee Form/

document

1

Consult the Guidance Counselor and

request for and accomplish Request

to Drop Undergraduate Courses

Form in triplicate

Confers with the student about

his/her desire to drop his/her courses1 hour OSASS Counselor

Dropping

Form

2

Secure signature of professors for

official dropping of courses and

submit copies of the signed

Dropping Form in triplicate to the

OSASS for the signature of the

Guidance Counselor and the Dean

before submitting them to the

Registrars Office

Receives the accomplished Dropping

Form duly signed by the professors

concerned for approval of the

Registrar

1 day

OSASS

Counselor/Dean

Registrar Office

Staff

Dropping

Form

3Returns two copies to student: one

for him/her, one for OSASS

Registrar Office

Staff

Dropping

Form

4Claim his/her copy and submit

another copy to OSASSReceives OSASS Copy 1 hour

OSASS

Secretary/Staff

Dropping

Form

END OF TRANSACTION

Title of Frontline Service : Request for Exemption from Wearing the School UniformSchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.Key Person : Dean, Office of Student Affairs and Student Services

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ID

Excuse Letter

Duration : 1 hourFee Charged : NoneHow to Avail of the Service:


charge

Fee Form/

document

1Submit request letter on non-wearing

of school uniform

Evaluates excuse letter and issues

Exemption Slip1 hour OSASS Secretary

Exemption

Slip

2Show exemption slip

to teacher/security guard

Teacher/guard examines authenticity

of Exemption SlipTeacher/Guard

Exemption

Slip

END OF TRANSACTION

Title of Frontline Service : Processing of Application for Scholarships/Grants

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Schedule of Availability : Monday Friday, 8:00 a.m. 5:00 p.m.Key Person : Scholarship Coordinator of OSASS

Who May Avail of the Service : Scholars/Grantees


GWA

Autobiography

ITR

Certificate of Indigency

Personal Data Sheet

Sketch of Residence

Duration : 7 working days

Fee/Charge : None

How to Avail of the Service

Step Please Follow the Steps Service Provider Duration Person Incharge

Fee Form/document

1Submit requirements Evaluates completeness of documents 1 day Scholarship

Coordinator

Personal Data

Sheet

2

Recommends qualified applicants to

donors

Submits list of chosen scholars to

OSASS for the OSASS Deans

approval

1 dayScholarship

Coordinator/

OSASS Dean

3

Await posting of names of scholars

at OSASS Bulletin Board

Informs who were chosen as

recipients of scholarships

2 working days Scholarship

Coordinator/OSASS Secretary

4

Inquire at the Cashiers Officeif stipends are available orhave been released

Prepares request for SpecialOrder of payment of stipend

3 working daysOSASS

Secretary

END OF TRANSACTION

Title of Frontline Service : Processing of Application for Student Assistantships

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Schedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.Key Person : Dean, Office of Student Affairs and Student Services

Who May Avail of the Service : Students


Student Application Form

Copy of grades

Registration Form

Duration : 3 daysFee Charged : None



charge

Fee Form/

document

1Secure and accomplish ApplicationForm for Student Assistantship at

OSASS

Issues an Application Form forStudent Assistantship to student

applicant

1 hourOSASS

Secretary/Staff

Application

Form for

StudentAssistantship

2Undergo interview with Head ofOffice/Department where student is

applying as Student Assistant

Receives recommendation form from

Department/Office Head1 day

OSASS

Secretary/Staff

Application

Form for

Student

Assistantship

3Determines if applicant meets allqualifications and signs on the

application form

1 day

OSASS Dean

Application

Form for

StudentAssistantship

4Await posting of list of successfulapplicants

Prepares a list of successful

applicants and submits it to theUniversity President through theHRMO for his approval

1 day

OSASS

Secretary/Staff

List of

StudentAssistants

5Wait for Special Order issued by the

HRMOPrepares Special Order

HRMO Head/Staff

END OF TRANSACTION

Title of Frontline Service : Handling of Complaints Against Students/FacultySchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.Key Person : Dean, Office of Student Affairs and Student Services

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Who May Avail of the Service : Anyone aggrieved or offended by a student/faculty memberWhat are the Requirements :

Accomplished Incident Report Form also referred to as complaint form;

Full name of the student/teacher complained about & full name of person complaining;

A narration of relevant facts that show the offense allegedly committed by the student/facultymember complained about;

Evidence and testimonies of witnessesDuration : 1 working days



charge

Fee Form/

document

1Orally report complaint to the Office

of Student Affairs & Services

Discusses complaint with

complainant and gives Logbook to

document complaint

1 hour Counselor/s Logbook

2 Accomplish & submit IncidentReport Form

Receives accomplished IncidentReport Form

1 hour Counselor/s IncidentReport Form

3

Confirm venue, date & time of fact-

finding dialogue/hearing to be

conducted

Attend conduct of dialogue/ hearing

Informs complainant on venue, date

and time of dialogue/hearing

Conducts dialogue/hearing and

works for resolution of case

1 hour

1 day

Counselor/s

OSASS Dean

Notice of

Dialogue/

Hearing

Logbook

END OF TRANSACTION

Title of Frontline Service : Issuance of Permit to Hold an ActivitySchedule of Availability : Monday Friday, 8:00 a.m. - 5:00 p.m.

Key Person : Dean, Office of Student Affairs and Student Services

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Permit to Hold an Activity FormDuration : 2 hours

Fee Charged : None



charge

Fee Form/

document

1

Secure and accomplish Permit to

Hold an Activity Form and attach

project/program proposal

Receives accomplished form and

reads entries therein.1 hour

OSASS

Secretary/Staff

Permit to Hold

an Activity

Form

2 Affixes signature on the form 30 mins.

OSASS Dean

Permit to Hold

an Activity

Form

3 Return signed form to student 30 mins.

OSASS Secretary

Permit to Holdan Activity

Form

4Get signed form and submit it to theOffice of the VP for Administration,

Finance and Development

Receives form signed by OSASS VP for AFD Staff Permit to Hold

an Activity

Form

5 Claim signed form Signs on the formVP for AFD

Permit to Hold

an ActivityForm

END OF TRANSACTION

Title of Frontline Service : Dental Checkup & TreatmentSchedule of Availability of Service : Monday Saturdays, 8:00am-5:00pm

Who may avail of the service : students

What are the requirements:Students ID

Duration:

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How to avail of the service?


document

1Present ID, explains purpose,

Undergo interview

Verifies identity and dental treatment

needs of patient. 10 minutesDental Aide

DentistDental Form

2Accomplish dental service

form (DSF)

Evaluates the entries in the dental

service

form.2 minutes Dentist Dental Form

3Undergo oral-dental examination and

/or treatment

Conducts oral-dental examinationand/ or

treatment

10-30 minutes

*or longerDentist

4 *Secure prescription of medicine Gives Advise on proper care and/orprescribes medicine, if necessary

5 minutes Dentist Prescription

5 *Claims referral to Specialist Refers patients with special cases Dentist Prescription

END OF TRANSACTION

*depending on case

Title of Frontline Services Medical Checkup and TreatmentSchedule of Availability of Service: Monday Friday, 8:00am-5:00pm ; Saturday 8am-12 noon

Who may avail of the service : students

What are the requirements:

Enrollment printout (for new students);

ID (for old students)Duration : 30-40 minutes

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document

1

For Physical Exam

Go to clinic, present enrollment

printout, signs physical examinationlog book

Inspects validity of presented

document/ID2-3 minutes Registered Nurse

2Accomplishes medical

information sheet (MIS)

Guides patient in accomplishing MIS5-10 minutes

Registered Nurse

3

Undergo measurement of height,

weight, BP, respiration, pulse rate,

visual acuity & pertinent past and

present medical history taken

Conducts accurate measurements10-15 minutes

Registered Nurse

4 Secure X-Ray referral Issues X-Ray request form 1 minute Registered Nurse

5Submits to physical examination Conducts physical examination

10-15 minutes Physician

1

For Medical Consultation

Go to clinic, present ID & present

chief complaint

2 Have vital signs taken

3Submits to physical examination Conducts physical examination

10-15 minutes Physician

END OF TRANSACTION

LIBRARY SERVICES

Title of Frontline Services : New Library Card ApplicationSchedule of Availability of Service : First Three Months of the Semester (Monday-Saturday 8:00-12:00; 1:00-5:00)

Key Person : Librarian/ Library Staff In-charge of the Circulation SectionWho may avail of the service? Bonafide New Students, Faculty and Staff


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New StudentsValidated University ID

Current Registration Form

1 x 1 I.D. PictureFaculty and Staff

University IDx 1 ID Picture

Duration:

Fees/Charges : NONE



document

1

Present requirements Evaluates requirements of applicants 3 minutes Library Staff Validated

University IDCurrent

Registration

Form

1 x 1 I.D.

Picture

2

Secure Library Membership Form Issues Library Membership Form to

new applicant

1min/ client Library Staff Library

Membership

Form/ Library

Card

3

Accomplish Library Membership

Form/ Library Card

Checks entries of applicants

information

10 minutes Library Staff Library

Membership

Form/ Library

Card

4Validation of Library Card Stamps Students Registration Form

and Date of Application

5 minutes Librarian Registration

Form and

Library Card

5Registers applicants name in the

library database

Encodes data of applicant in the

Library Software Program

10 minutes Library Staff Library

Membership

Form

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6Claim Validated Library Card for the

Current Term

Releases Validated Library Card 5 minutes Librarian Validated

Library Card

END OF TRANSACTION

Title of Frontline Services : Library Card Application for Renewal / ReplacementSchedule of Availability of Service : First Three Months of the Semester (Monday-Saturday 8:00-12:00; 1:00-5:00)Key Person : Librarian/ Library Staff In-charge of the Circulation Section

Who may avail of the service? : Bonafide New Students, Faculty and Staff


Validated University IDCurrent Registration Form

Old Library Card for Renewal /*Application Letter of Lost Library CardDuration:

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Fees/Charges: NONE



document

1

Presents requirements Evaluates requirements of applicants 3 minutes Library Staff -Validated

University ID

-CurrentRegistration

Form

*Application

Letter of Lost

library Card

2*Secure Library Card

(for Lost Card Only)

Issues Library Membership Form to

new applicant

1min/ client Library Staff Accomplished

Library Card

3 Validate Library Card Stamps Students Registration Formand Date of Application 5 minutes Librarian RegistrationForm and

Library Card

4

Registers applicants name in thelibrary database

Encodes data of applicant in theLibrary Software Program

10 minutes Library Staff AccomplishedLibrary

Membership

Form

5Claim the Validated Library Card forthe Current Term

Releases Validated Library Card 5 minutes Librarian ValidatedLibrary Card

END OF TRANSACTION

Title of Frontline Services : Visitor Permit of Outside ResearcherSchedule of Availability of Service : Monday-Friday 8:00-5:00Key Person : Library Staff In-charge at the Circulation Section and Librarians of Readers

Services Sections

Who may avail of the service? Outside ResearcherWhat are the Requirements?

Referral Letter

Validated IDDuration:

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Fee/ Charges : P 100.00 per day per visit (Exclusive for SMI-IC Members)


Step Please Follow the Steps Service Provider Duration Person In charge

Fee Form/

document

1

Present requirements Evaluates requirements ofapplicants

3 minutes Library Staff ReferralLetter

2Secure Order of Payment Issues Order of Payment 5 minutes Librarian Order of

Payment

3Pay to the University CashiersOffice

Accepts payment of outsideresearchers fee

5 minutes Cashier Receipt of Payment

4

Submit Original Receipt of

payment

Stamps OR and records the OR

number to the record bookAccomplishes Visitor Permit

5 minutes Librarian Visitors

Permit

5Claim Visitors Permit Issues Visitor Permit and files the

referral letter5 minutes Librarian Visitors

Permit

6

Present Visitors Permit toDesignated Reading Area

Assists outside user to the readingarea

One day Librarian In-chargeof the Reading

Area

Visitor Permit/ Validated ID

END OF TRANSACTION

Title of Frontline Services : Borrowing/ Returning Books from Different Library Section

to Circulation AreaSchedule of Availability of Service : Monday-Friday 4:30-6:30 PM; Saturday 3:00-4:30 PM

Key Person : Librarian of Each Section and Circulation In-chargeWho may avail of the service? : Faculty/ Staff and Students


Validated ID

Borrowers Library Card

Duration:

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Fees/ Charges:P 2.00 per day for non-reserve overdue books

P 5.00 per day for reserve overdue books

(Exclusive on Saturday, Sundays and Holidays)



document

1

Presents requirements Evaluates requirements ofapplicants

3 minutes Library Staff BorrowersLibrary Card

2

Registers in the library sectionlogbook

Accommodates clients 5 minutes Librarian of EachSection

Logbook

3

Gets library materials to beborrowed for photocopying/classroom use/ overnight loan

Facilitates the retrieval of librarymaterials

15 minutes Librarian of EachSection

LibraryBorrowersCardBook Card

4

Accomplishes the neededinformation found in the book card

Issues book for overnight loanwith respected control card forthe Circulation Section transaction

5 minutes Librarian of EachSection

Pass Card

5

Proceeds to the CirculationSection for charging out anddeactivation of books

Encodes the transaction in thelibrary software

5 minutes Library Staff ofCirculation Section

ValidatedUniversity ID

6Claims book borrowed forovernight loan

Issues loan receipt to client 5 minutes Library Staff ofCirculation Section

Loan Receipt

7

Returns the use book for re-activation

Activates books returnEntered loan book in the database if overdue see belowprocesses


Loan ReceiptLibraryBorrowersCard

8 Pays overdue fee to the librarianif less thanP 30.00

Records amount paid in thelogbook to be forwarded to theUniversity Cashier at the end of


Loan ReceiptLogbook

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the week

9Receives order of payment ifmore than P 30.00

Bills payment 5 minutes Library Staff of Circulation Section

Order ofPayment

10Pays the amount to Cashier Accepts payment for overdue

books15 minutes Cashier Official

Receipt

11

Presents OR to the Librarian forthe Issuance of Library Card

Records OR number to logbookand Issued ones BorrowersLibrary Card


LibraryBorrowersCard

12

Claims Borrowers Library Card Releases ones Borrowers LibraryCard


LibraryBorrowersCard

END OF TRANSACTION

Title of Frontline Services : Library Internet is for surfing and gathering of information for

research purposes and for e-mailing. Use of facilities for

internet games and for encoding term papers, reports and other

similar materials are not allowed.Schedule of Availability of Service : Mondays Fridays, 8:00AM 6:00PMKey Person :Who may avail of the service? : Bonafide Students; Faculty; Administrative Staff

What are the Requirements:Students ID duly validated for the current semester

Duration:

Fees/Charges:

Internet: P15.00/hour

Printing: P 3.00/page

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document

1Inquire about ComputerAvailability

2 Register in the Logbook

3 Proceed to computer Area

4 Payment of Fees

5

6

7

END OF TRANSACTION

Title of Frontline Services : Photocopying of Materials. The PNU does not allow materials

in the _____________ Section to be brought home. They may,

however, be photocopied upon request. The library does not have

photocopying equipment. The client will have to

Schedule of Availability of Service : Mondays Fridays, 8:00AM 6:00PM ; Saturdays 8:00 AM - 5:00 PMContact Person:Who may avail of the service?

What are the Requirements:

Library ID CardPhotocopying Pass


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document

1 Fill-up Book Card

2 Request for Photocopying Pass

3 Photocopying of Materials

4 Claim Photocopying Pass

5 Checking of Book

6 Claim Library ID Card

7

END OF TRANSACTION

NORMAL HALL AND CONVENTION CENTER SERVICES

Title of Frontline Services : Admission of Student Dormers (Undergraduate)Schedule of Availability of Service : Mondays Saturday, 8:00AM to 5:00PM (enrollment period per semester)

Contact Person : Dormitory Manager, Office of the Auxiliary Services

Who may avail of the service? : Regular Students of the Philippine Normal UniversityWhat are the Requirements:

Current Registration FormTwo copies of 1x1 recent picture

Current Official Receipt

Duration : 1 hour & 20 minutesFees/Charges : P900.00 / month


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document

1Present current registration formfor verification

Verifies the registration form ofthe student

3 minutes Staff on duty

2Secure application form for

admission at the dormitoryIssues application form 2 minutes Staff on duty

3 Accomplish the application formChecks entrees of applicants

information10 minutes

Staff on duty

4 Take the interview Conducts interview 15 minutes Staff on duty

5Sign contract together with

parent/guardianIssues contract to the qualified student 20 minutes Staff on duty

6 Secure order of paymentIssues order of payment (2mos

advance & 1 mo deposit)2 minutes

Staff on duty

7 Pay fees Accepts payments 5 minutes Staff on duty

8 Present Official ReceiptRecords the official receipt to

individual Ledger Card3 minutes

Staff on duty

9 Present current ID picturesPastes on the individual records

(ID Card & permission Card)5 minutes

Staff on duty

10 Secure room assignment Gives room assignment 10 minutes Staff on duty

11Proceed to the assigned

room/bed

Assists the dormers going to the

assigned room15 minutes

Staff on duty

END OF TRANSACTION

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Title of Frontline Services : Accommodation of Transient/s

Schedule of Availability of Service : Mondays Saturday, 8:00AM to 5:00PM (enrollment period per semester)Contact Person : Dormitory Manager, Office of the Auxiliary Services

Who may avail of the service? : Transient/s or Customer/s from local and international sectorsWhat are the Requirements:

ID/PassportDuration : 77 minutes

Fees/Charges:

P600/head ( aircon)P450/head (non-aircon)

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document

1Make phone call or personalinquiry

Handles queries of client/sRecords messages

10 minutes/client

Staff on dutyLogbook forreservation

2 Register at the front desk

Asks the ID of the client for verification

Assists the client in filling up the formsIssues the key for the assigned room

Guides the client to the assigned room

5 minutes/

client

5 minutes/client

5 minutes10 minutes

Staff on dutyTransients

Registry Logbook

3*

Report the problem/s observed in

the rooms, if any

Checks the rooms to determine problem/s

Calls and asks the concerned staff to settle theproblem/s

20 minutes

30 minutes Staff on duty

4Inform the staff on duty thathe/she is checking out

Computes the payable amountIssues billing statement

15 minutes Staff on dutyLogbookBilling

Statement

5 Give payment to the staff on duty Receives payment 2 minutes Staff on duty

P600/headaircon

P450/headnon-aircon

6 Claim official receipt

Issues official receipt, records & remits

to the University Cashier 5 minutes Staff on duty

Official

Receipt

7Log out and leave at thehostel

Assists the client in logging out15 minutes Staff on duty

Logbook

Claim gate pass Issues gate pass 5 minutes Staff on duty Gate Pass

END OF TRANSACTION

*

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Title of Frontline Services : Use of FacilitiesSchedule of Availability of Service : Mondays Fridays; 8:00 AM 5:00 P.M.

Key Person : Executive Assistant II

Who may avail of the service? : Faculty, Staff, students, Outside Organizations

What are the Requirements for the use of facilities? For Students

Department Based Organizations :

o Activity Form signed by the Adviser, Department Head, College Dean, OSASS Dean

o Form for use of facilities signed by the Adviser, Department Head, College Dean,

OSASS Dean, VPAFD

Interest Clubs:

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o Activity Form signed by the Adviser, Student Government, Coordinator of Student

Activities, OSASS Dean

o Form for use of facilities signed by signed by the Adviser, Department Head, College

Dean, OSASS Dean, VPAFD

For Faculty

o Form for use of facilities signed by the Department Head, College Dean, VPPRE/VPA (if

applicable), VPAFD

For Employees

o Form for use of facilities signed by the Department Head, Divisions Director, VPAFD

Outside Organizations

Letter of Request for use of facilities addressed to the University President

Approved letter of request will be forwarded to the PPCD for physical arrangements/items needed and

to the Security Office

Order of Payment to be issued by the Accounting Office

Copy of Official Receipt for recording at VPAFDFees Charges:

AV Theater P10,000

Main Auditorium P10,000

HRD Auditorium P10,000

Maceda Auditorium P 7,000

Library Conference Room P 4,000

Alumni & Public Relations Hall P 10,000

Classroom P 1,500


For Faculty/Staff/Students


document

1

*Present approved activity form Check the authorized signatory

of the activity form

5 minutes Executive

Assistant

*Present

approved

activity form

2 Secure and fill-out Form for the Issues form for use of facilities 2 working days Executive Secure and

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Use of Facilities Assistant fill-out Form

for the Use ofFacilities

3

Submit accomplished Form for

use of facilities

Check the authorized signatory

of the form for use of facilities

10 minutes Executive

Assistant

Submit

accomplishedForm for use

of facilities

END OF TRANSACTION

*Not applicable for Faculty/Staff Activities

For Outside Organizations


document

1

Letter of Request for use of

facilities addressed to theUniversity President

Letter of request to be forwarded

to the Office of the President

2 working days VPAFD

Office of thePresident

Letter

request foruse of

facilities

2

Approved letter of request Approved Letter of Request willbe forwarded to the PPCD for

preparation of facilities/itemsneeded and to the Security

Office for the entry of visitors

1 working day ExecutiveAssistant

PPCD

Security

ApprovedRequest

Letter

3 Pay rental charges Accepts payment of fees 5 minutes Cashier Receipt of Payment

4

Give copy of Official Receipt Gets copy of Official receipt for

recording purposes

5 minutes Executive

Assistant

Copy of

Official

Receipt

END OF TRANSACTION

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FEEDBACK FORM(Pananaw o Puna)

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

kahong naaayon.

COMPLIMENT COMPLAINT SUGGESTION

(Papuri) (Reklamo) (Mungkahi)

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

(Mga tao/pangkat/tanggapan na may kinalaman sa papuri, reklamo, o mungkahi)

Facts or Details Surrounding the Incident:

(Kaganapan o detalyeng bumabalot sa pangyayari)

Please use additional sheet(s) if necessary

(Mangyaring gumamit ng karagdagang papel kung kinakailangan)

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

(Rekomendasyon/Mungkahi/Nais na aksiyon mula sa aming tanggapan)

Please use additional sheet(s) if necessary

(Mangyaring gumamit ng karagdagang papel kung kinakailangan)

Name{OPTIONAL}_______________________________________________ Office/Agency:___________________________________________________(Pangalan) (Tanggapan/Ahensya)

Address:________________________________________________________________________________________________________________________________

(Tirahan)

Contact Number(s) ( if any): ________________________________________ E-mail Address (if any) ___________________________________________

(Telepono)

Signature: _______________________________________________________ Date: __________________________________________________________

(Lagda) (Petsa)

48

Final ARTA

Documents

Transcript of Final ARTA