Concerned Office/Focal Person for action. CSO advises Customer to return to the Customer Inquiry and Feedback Form to CSO after completing his/her transaction/s. 1 minute CSO 4 CSO advises the Concerned Office/Focal Person regarding the referred Customer and his/her inquiry. 2 minutes CSO - 5 Concerned Office/Focal Person provides Customer need/s and service/s. 10 minutes Person of the Concerned Office - Customer Feedback Form Concerned Office/Focal Person indicates action taken on the inquiry reflected on the Customer Inquiry and Feedback Form. Focal Person of the Concerned Office Concerned Office/Focal Person advises the Customer to return the Customer Inquiry and Feedback Form to CSO. 2 minutes Focal Person of the Concerned Office
1 Customer the TESDA Hotline number CSO receives telephone picks up the call within two (2) rings 2 minutes CSO 2 CSO logs Caller’s name, location, inquiry/complaints in the CCU Client Log Form. Call transactions are recorded for quality assurance. 2 minutes CSO Central Office CCU Client Log Form Regional/Provincial Office Customer Logsheet for Telephone, SMS, Mails 3 CSO provides the information to Callers inquiries. 2 minutes CSO If Callers inquiry/complaint/s requires the action of Concerned Office/Focal Person/s, CSO refers Callers to proper TESDA Office. 2 minutes 4 Concerned Office/Focal Person provides Callers information on inquiry. 10 minutes Focal Person of the Concerned Office - Concerned Office/Focal Person logs Customer/s inquiry/Complaint/s and action taken on referrals by the CSO.
5 Concerned Office/Focal Person submits report on actions taken on referrals/ inquiries/complaints to the Head of the CRMS. 21st day of the succeeding Person of the Concerned Office - 6 CSO consolidates reports on action taken for monitoring Sixth day of the succeeding month CSO - END OF TRANSACTION Electronic Mails (e-mails) and Short Messaging System (SMS) Step Applicant/Client Service Provider Duration of Activity (under normal circumstances) Person-in-Charge Fees Form 1 Customer sends emails or SMS to TESDA email account and SMS number CSO accesses account and TESDA Online SMS facility from Monday to Friday, from 1 minute CSO 2 CSO replies to emails and SMS messages 3 minutes CSO 3 CSO provides the information on inquiries. 2 minutes CSO If email and SMS inquiry requires the action of Concerned Office/Focal Person/s, CSO forwards emails/SMS to proper TESDA Office. 2 minutes
4 CSO logs inquiries/complaints received through emails and SMS in the CCU email and SMS log forms. 2 minutes CSO Monitoring of Complaints Received 5 Concerned Person provides replies to emails/SMS inquiry/complaint. Concerned Office/Focal Person logs Customer/s inquiry/Complaint/s and action taken on referrals by the CSO 10 minutes Focal Person of the Concerned Office - 6 Concerned Office/Focal Person reports Callers actions taken on referrals/ inquiries/complaints to the Head of the CRMS. 21st day of the succeeding month Focal Person of the Concerned Office - Monitoring of Complaints Received END OF TRANSACTION COMPLAINTS HANDLING Public Assistance Counter (PAC) Step Applicant/Client Service Provider Duration of Activity (under normal circumstances) Person-in-Charge Fees Form
1 If Customer wishes to give a suggestion/file a complaint CSO requests the Customer to write his/her Complaint in the Complaint Report Form. For Feedback, Customer/s is/are requested to write his/her Feedback in the Request/Feedback Form. 5 minutes CSO - Complaint Report Form Request/Feedback Form 2 CSO reads and assesses the nature of the complaint. Complaints about TESDA personnel are endorsed to the Administrative Complaints Committee (ACC). Complaints about Specific TESDA Programs are endorsed to Concerned Office (Executive/Regional/Provincial Office). Simple Transaction – 5 Working Days Complex Transaction – 10 Working Days per Process Complaints – 17 Working Days CSO - Transmittal of Documents, Reports, and Electronic Mails (emails) 3 For other Feedback, the CSO forwards the Form to the Concerned office/person for immediate and appropriate action. CSO requests clients to wait at the Customer’s waiting area as his/her feedback is elevated to Concerned 5 minutes CSO -
Office/person for immediate and appropriate action. 4 For complaint/s, Concerned Person acknowledges the forwarded complaint/s. The Concerned Office/Focal Person assesses and reviews the details of complaint/s. 2 minutes Focal Person of the Concerned Office - Complaint Report Form Request/Feedback Form 5 Concerned Office requests for a meeting with the complainant/sends a communication regarding his/her complaint. Concerned office/Focal Person resolves the forwarded Customer complaint/s. 20 minutes Person of the Concerned Office - 6 Customer receives feedback on actions taken by Concerned Office/Person Concerned Office/Person provides CSO information on the action on the complaint forwarded by CSO. 5 minutes Focal Person of the Concerned Office -
13 CSO informs the Customer that he/she will be informed appropriately on the status of his/her complaint through letter. 5 minutes CSO - 14 Customer receives feedback on the action taken by the top management on the complaint CSO sends the response letter/action taken to the complainant together with the Customer Feedback Form through the Records Section. 5 minutes CSO - Customer Feedback Form 15 CSO requests complainant through letter to return the Customer Inquiry and Feedback Form with the corresponding rating for the service/action provided on his complaint by the CSO and Concerned Office/person. 5 minutes CSO - Customer Feedback Form 16 Customer returns the filled-out Customer Feedback Form CSO files Customer Feedback Form 2 minutes Focal Person of the Concerned Office - END OF TRANSACTION
8 Concerned office/ Focal person provides/furnishes CSO a copy of the reply letter on the forwarded feedback/complaint/s. Within five (5) working days upon transmittal of the complaint Person of the Concerned Office - 9 CSO logs the action and files the copy of the reply letter. 3 minutes CSO - 10 CSO informs the Caller of the action taken, sends an email and SMS to the Customer regarding the action taken on his complaints closure. 10 minutes CSO - 11 CSO requests Caller/email/SMS sender through letter to return the Customer Feedback Form with the corresponding rating for the service/action provided on his complaint by the CSO and Concerned Office/person. 5 minutes CSO - Customer Feedback Form 12 Customer returns the filled-out Customer Feedback Form CSO files Customer Feedback Form 2 minutes Focal Person of the Concerned Office - END OF TRANSACTION
Duration: 1 hour and 16 minutes How to avail of the service? Step Applicant/Client Service Provider Duration of Activity normal circumstances) Person in charge Fees Form Used 1 Log in at the visitor’s log sheet (Reservation by or e-mail is not allowed); Security Guard asks the person inquiring to log-in 1 minute Security on duty None Client Log Sheet 2 Inquire the training program and/or type of service the applicant wants to avail Provides the client with the information about the language programs and the requirements 10 minutes Information Officer/Security Guard on Duty None Flyer 3 Wait for a call or text on the schedule of interview/examination Admin personnel informs the applicant through text or call for the scheduled interview/examination. The first 25 applicants or more will be notified, depending on the target number of participants for a particular language course. 5 minutes Registrar/Admin Personnel None Applicants’ Registration
4 Report to LSI to undergo interview/ examination* on the scheduled date Trainers and Training Supervisor conduct face-to-face interview/examination* to screen and evaluate the applicant. Trainer advises the applicant if he/she passed or failed in the screening and asks those who pass to sign in the enrolment list. 30 minutes Trainers and Training Supervisor None Application and Information form Interview Sheet Proficiency Test Paper Result for English only 5 Comply with all the documentary requirements for enrollment and submit to the Registrar Registrar validates the documents submitted and issues a stub/reminder slip with schedule of career profiling, orientation and effectivity of training to the applicant. 30 minutes Registrar or any Admin Personnel None Enrollment List Schedule of Career Profiling Reminder slip Trainee’s Profile Form Scholar’s Undertaking END OF TRANSACTION *NOTE: Only applicants for English need to undergo a written test.
3 Trainer submits thru RO endorsed Nomination Form to NTTA thru NITESD Executive Director NTTA Evaluates Nomination Form; If qualified, includes in TESDA Order for the program. 15 minutes Program Coordinator/ Designated Trainer TESDA Order Informs RO, copy furnished, Trainer on status of nomination Administrative Approval/Disapproval Memo Face to Face: 5 minutes Thru Fax: 5 minutes Thru Email: 5 minutes 4 Trainer receives authorization to participate in training thru TESDA Order copy of Program Briefing/ Learning Materials; Trainer’s Profile Form; Advisory Program Coordinator Program Briefing Materials; Trainers Profile Form; Advisory Face to Face: 5 minutes Thru Fax: 5 minutes Thru Email: 5 minutes END OF TRANSACTION How to avail of the service? FOR OTHER CLIENTS: Trainers from Public and Private TVET Institutions, Industry Groups/Associations and other Government Agencies
1 Inquires/secures for requirements checklist of requirements Provide information Room Rates Availability of room dates Terms of payment & others Advance payment Cash 10 minutes Dormitory Manager Air-con Room: Php150.00 /day Ordinary Room: Php75.00 TESDAn Air-con Room: Php100.00 /day Ordinary Room: Reservation Form; Calendar 2 Reservation Form Checks Form if properly filled out 3 minutes Dormitory Manager Reservation Form
1 Inquires/secures checklist of requirements Provides information: Room Rates Availabilities of schedule Terms of Payment Guidelines Provides Facilities Reservation Form 10 minutes Administrative Officer Ylagan Hall: Day- Night- Session Room: Chairs: Letter of Intent Facilities Reservation Form 2 Fills-out and submits accomplished Facilities Reservation Form Secures approval of the NTTA Administrator or Caretaker 5 minutes Administrator or Caretaker; Administrative Officer Facilities Reservation Form
3 Secures confirmation of reservation Informs client of disapproval/approval Reserves facility (if approved) Prepares and provides client with Order of Payment 3 minutes 5 minutes Director; Administrative Officer Facilities Reservation Form duly signed by the Director 4 Pays to Collecting Officer Issues Official Receipt 5 minutes Collecting Officer Order of Payment Official Receipt 5 Presents Official Receipt to the (Gate 1) Records the OR number, date and time and facility to be rented in the activity log book 3 minutes Guard-on-Duty Activity Log Book 6 Secures clearance before departure Inspects facilities as to condition 10 minutes Guard-on-Duty Activity Log Book END OF TRANSACTION ADMINISTRATION OF FOREIGN SCHOLARSHIP TRAINING PROGRAM (FSTP) Handling Inquiries/Customer Service (Through e-mail/phone/face to face) Schedule of Availability of Service:
How to avail of the service? Step Client/Donor Country Service Provider Duration of Activity (under normal circumstances) Person-in-Charge Fees Forms 1 Forwards Letter of Invitation together with notice of program offering, general information and/or brochure of the program/s Receives and reviews the letter and general information of the program 10 minutes per program Unit Head None Invitation Letter Identifies the agencies appropriate for the program (Except those programs where agencies to be invited are by donor country/ organization) 5 minutes per program Unit Head Prepares the executive summary and letters of invitation for dissemination 30 minutes per program Desk Officer Sends out invitation thru LBC and thru fax 5 minutes Liaison Officer/ Admin Assistant Executive Summary Invitation Letter Files a copy of the letter from donor country/organization, the general information and the letters forwarded to appropriate agencies 1 minute per program Desk Officer 2 Updates the status of the program per country 1 minute per program Desk Officer Program Status Report Form END OF TRANSACTION
Evaluation of Nomination and Documentary Requirements Schedule of Availability of Service: Monday to Friday 8:00 AM to 5:00 PM without noon Who may avail of the service? Officers and Employees of Government Agencies; Non-Government Organizations (NGOs); People’s Organizations pre-determined by countries/organizations and/or FSTP Unit; and Nominated by their respective agencies Duration: 46 minutes How to avail of the service? Step Client/ Nominee Service Provider Duration of Activity normal circumstances) Person-in-Charge Fees Forms 1 Forwards/ submits documentary Receives and reviews all the documents submitted as to completeness and correctness 10 minutes Desk Officer None Checklist of Documentary Requirements
Step Applicant/Client Service Provider Duration of Activity (under normal circumstances) Person-in- Charge Fees Form 1 Inquire for the availability of Function rooms Focal person provides information on rental fees and other charges, advises client to completely fill-up the TWC Function Room Reservation Request Form (F13/F14). 2 minutes FASSU Focal Person None TWC Form F13/F14 2 Fill in and submit the Function Room Reservation Form person checks availability of the function room upon receipt of the completely filled-up TWC Function Room Reservation Request Form and gives feedback to the Requestor if request is approved or disapproved. 3 minutes Focal Person None Reservation Form 3 Receive the accomplished Reservation Form Once request is approved, Focal person prepares and sends statement of account to the Requestor for payment. 5 minutes FASSU Focal Person None Statement of Account 4 Pay the corresponding Function Room Rental Fee at the TWC cashier Advises Requestor to proceed to accounting for payment of rental fees and other charges. 2 minutes FASSU Focal Person Function Tandang Sora – Statement of Account Order of Payment
Gregoria de Jesus - Marcella Agoncillo – Gabriela Silang – 5 Pay the corresponding accommodation fee at the TWC cashier Accounting staff prepares and gives order of payment to the client and advised to pay at the TWC Cashier. 2 minutes FASSU Accounting Staff Statement of Account Order of Payment 6 Pay the corresponding accommodation fee at the TWC cashier Cashier accepts payments and issues official receipt. 5 minutes TWC Cashier Statement of Account TWC Official Receipt
How to of the service? Step Applicant/Client Service Provider Duration of Activity (under normal circumstances) Person-in- Charge Fees Form 1 Inquire for the availability of rooms Provides client with information on the availability of rooms 2 minutes Dormitory Manager None 2 Fill in and submit the Reservation Form Issues Order of Payment to client indicating the amount to be paid at the TWC Cashier. For TESDA Group reservation, billing statement will be sent to the concerned office by the Dormitory Manager upon submission of guest list. 5 minutes Dormitory Manager None Reservation Form Order of Payment 3 Receive the accomplished Order of Payment Informs the client to proceed to TWC 2nd Administrative Office for payment of dormitory fee. 2 minutes Dormitory Manager None 4 Pay the corresponding accommodation fee at the TWC cashier Issues Official receipt (OR) to the client 3 minutes TWC Cashier Regular Clients: Aircon Rooms - P400.00 Official Receipt (OR)
Room - P150.00 TWC at rate: Aircon Room - P200.00 Room - P75.00 5 Present the OR to the Dormitory Manager Records the OR number and the amount paid and gives Registration Form to the Client 2 minutes Dormitory Manager None Official Receipt (OR) 6 Fill up and submit Registration Form Designates room assignment 2 minutes Dormitory Manager None Registration Form
Issues Certificate of Accreditation END OF TRANSACTION Issuance of National Certificate (NC)/Certificate of Competency (COC) Schedule of Availability of Service: Monday-Friday 8:00-5:00 Who may avail of the service? Successful candidates of competency assessment to claim NC/COC? TESDA Provincial/District Offices (for non-courier provinces) When to claim the NC/COC? 3 working days after assessment What are the requirements? Competency Assessment Results Summary (CARS) with Picture (passport size, white background, with collar)
signature of the Chief Accountant Records the OP in the logbook 1 Minute Accounting Division Staff N/A Pre-numbered Order of Payment and stamped with the signature of the Chief Accountant Issues the OP to the customer 1 minute Accounting Division Staff N/A Pre-numbered Order of Payment and stamped with the signature of the Chief Accountant 8 Receives the accomplished OP Refers to the Cash Unit, 3rd Floor, Administration Building for Payment 1 minute Accounting Division Staff N/A Order of Payment (Annex 14a) 9 Proceeds to the Cash Unit N/A N/A N/A Order of Payment 10 Presents OP to the Cash Unit Staff Issues OR per OP presented by the customer 3 Minutes Cash Unit Staff Order of Payment Official Receipt 11 Gives back the duly accomplished Customer Inquiry and Records and files the Customer Inquiry and Feedback Form 3 Minutes Customer Service Officer N/A CIFF
Micro entrepreneurs and their family members Cooperatives intending to engage or expand business enterprise Employees with contractual/Job Order status to help them engage in entrepreneurial activities and consequently become contributors to job generation Farmers and fishermen and family members Other marginalized groups may also avail of the scholarship program subject to pre-qualification Other targeted special groups: Family members of AFP and PNP personnel killed and wounded in-action (KWIA) Inmates and detained including their families TVET Trainers Current employed workers (CACW) Duration: 1 hour How to avail of the service from the Provincial/District Offices/Technical Vocational Institutions (TVIs) (Walk-in)? Step Applicant/Client Service Provider Duration of Activity normal circumstances) Person-in-Charge Fees Form 1 Applicant inquires available scholarship to PAC Gives a brief overview of the scholarship program Provides Applicant with list qualifications under TWSP/STEP/PESFA Providers offering the course Provides profile form 30 minutes District Office(DO)/Provincial Office (PO) TWSP Focal Person/ TBP Information Officer Participants Profile Form