PHILIPPINE NORMAL UNIVERSITY

The Countrys National Center for Teacher Education (R.A. 9647)

http://www.pnu.edu.ph

CITIZENS CHARTER

TABLE OF CONTENTS
Page

I. Vision & Mission ... 3 II. Performance Pledge 4 III. Frontline Services .. 5-47 IV. Feedback Form.. 48

VISION
The 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. 2. 3. 4. Quality education and excellence Knowledge creation and application A culture of sharing and service Growth, efficiency and accountability

Performance Pledge
We, the officials, faculty and administrative employees of the Philippine Normal University, do hereby 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 to
Saturdays, and when exigency of public service so demands.

N Nationalism. Imbued with Filipino values, we take pride in rendering professional service to our
fellow 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 and
responsibilities as public servants who observe the Code of Conduct and Ethical Standards for Government Officials and Employees.

N Novelty. We continue to innovate in order to respond to the changing needs of our clients as we
improve 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 and
oversight 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 the
desired services without wasting time, resources and effort.

LIST OF FRONTLINE SERVICES

PAGE
A. Admissions Center for Teaching and Learning (CTL) Undergraduate Programs Post Baccalaureate Programs Graduate Programs (Masters & Doctorate) B. Enrolment C. Issuance of Documents 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 Issuance of Certificate of Good Moral Character Validation of IDs Replacement of Lost IDs Leave of Absence 7-14

15 Freshmen Old Students 16-20

21-32

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 Admission of Boarders/Dormers Accommodation of Transients A. Reservation of University Facilities 41-44

45-47

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 5:00PM Key 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 better for Doctoral 3. Certification of at least two years teaching experience (for Masteral & Doctoral) 4. Photocopy of the Marriage Contract if TOR bears maiden name 5. 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
1

Form/ document Present admission requirements for Evaluate admission requirements of 5 minutes/applicant Director No fee *Transcript of evaluation applicant Administrative Aid Records Secure Computation Form and Issue Computation Form and 60 minutes Director No fee Computation compute for Grade Point Average recheck results of GPA if qualified Administrative Aid Form for (GPA) Grade Point Please Follow the Steps Service Provider Duration Person In charge

Fee

Average
3

If qualified, secure and accomplish Application Form for Admission Test

Issue Application Form and check entries of applicants information

15 minutes

Director No fee Administrative Aid

Application Form for Admission Test

Proceed to the office of the Advice applicant to proceed to the Department Chair for Interview and office of the Department Chair and signature / approval of application note approval Pay the Admission Test fee of Accept payment of Admission Test P400.00 to the University Cashiers fee c/o Cashiers Office Office Submit OR of payment and attach in Encode data of applicant in the the Application Form Enrollment System and print Test Permit Claim Test Permit and sign in the logbook Issue Test Permit and compile accomplished form

10 minutes

Department Chair No Fee Accomplished Administrative Aid Application Form Cashier P400.00 Official Receipt of payment

5 minutes

3 minutes

Administrative Aid No Fee Test Permit

2 minutes

Administrative Aid No fee

Test Permit Logbook

END OF TRANSCATION

Title of Frontline Services

: Application for Admission Test in the Undergraduate (Incoming Freshmen)

Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PM Key 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
How to Avail of the Service: Step
1

Please Follow the Steps

Present admission requirements for evaluation Secure and accomplish Application Form for Admission Test

Service Provider
Evaluate admission requirements of applicants Issue Application Form, check entries of applicants information and attach photocopy of requirements

Form/ document 5 minutes/applicant Director No fee High School Administrative Aid Card / Transcript of Records 20 minute Director No fee Application Administrative Aid Form for Admission Test Duration Person In charge
5 minutes Cashier P350.00 Official Receipt of payment Test Permit

Fee

Pay the Admission Test fee of Accept payment of admission fee P350.00 to the University Cashiers c/o Cashiers Office Office Submit OR of payment and attach with Application Form Claim Test Permit and sign in the logbook Encode data of applicants in the Enrollment System and print Test Permit Issue Test Permit and file accomplished form

10 minutes

Administrative Aid No fee

2 minutes

Administrative Aid No fee

Test Permit Logbook

END OF TRANSCATION

Title of Frontline Services

: Application for Admission Test in the Center for Teaching and Learning (CTL)

Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PM Key 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 Certificate 4. 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 How to Avail of the Service:
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Present admission requirements for evaluation Secure and accomplish Application Form for Admission Test Pay the Admission Test fee to the University Cashiers Office

Evaluate admission requirements of applicants Issue Application Form, check entries of applicants information and attach photocopy of requirements Accept payment of admission fee c/o Cashiers Office

5 minutes/applicant

Director Administrative Aid Director Administrative Aid Cashier Administrative Aid Administrative Aid

No fee

High School Card / Transcript of Records Application Form for Admission Test

20 minute

No fee

3 4 5

5 minutes 10 minutes 2 minutes

P350.00 Official Receipt No fee No fee Test Permit Test Permit Logbook

Submit OR of payment and attach with Encode data of applicants in the Application Form Enrollment System and print Test Permit Claim Test Permit and sign in the logbook Issue Test Permit and file accomplished form END OF TRANSACTION

10

KINDERGARTEN 1 1. 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 picture 4. P350.00. for the Entrance Examination Fee Total Time Duration: 42 minutes
How to Avail of the Service:
Step 1 Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Present admission requirements for evaluation Secure and accomplish Application Form for Admission Test

Evaluate admission requirements of applicants Issue Application Form, check entries of applicants information and attach photocopy of requirements Accept payment of admission fee c/o Cashiers Office

5 minutes/applicant Director Administrative Aid 20 minute Director Administrative Aid

No fee No fee

Admission Requirements Application Form for Admission Test

Pay the Admission Test fee of P350.00 to the University Cashiers Office

5 minutes

Cashier

P350.00 Official Receipt of payment No fee Test Permit

Submit OR of payment and attach with Encode data of applicants in the Application Form Enrollment System and print Test Permit Claim Test Permit and sign in the logbook Issue Test Permit and file accomplished form

10 minutes

Administrative Aid

3 minutes

Administrative Aid

No fee

Test Permit Logbook

END OF TRANSACTION

11

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/Levels What are the Requirements? Test Permit with picture and official receipt of payment Valid ID of examinee Time Duration of Examination: 2 hours Test Results Release: 10 working days after the scheduled test Total Time Duration: 2 hours and 40 minutes
How to Avail of the Service:
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Locate examinees name on the master list posted and present Test Permit with ID to the Proctor Take the Admission Test

Check Test Permit and valid ID for verification and orient examinees

30 minutes / examinee

Director Proctor

No fee Test Permit Valid ID Lists of Examinees No fee Test Booklet Answer Sheet No fee Test Booklet Answer Sheet

Administer Admission Test as scheduled Retrieve test materials and countersign Test Permit Release test result and inform schedule of Enrollment END OF TRANSACTION

2 hours

Proctor

Return test materials to the Proctor after the test Get schedule of release of test results (10 working days after the test)

5 minutes

Proctor

5 minutes

Director No fee Admission Administrative Aid Test Results

12

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) Certificate of Good Moral Character from High School Principal/Guidance Counselor School ID Interview Sheet to be accomplished by the applicant Test Permit Total Time Duration: 2 hours and 55 minutes
How to Avail of the Service:
Step 1 2 Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Present interview requirements for verification

Verify Interview requirements of applicant

5 minutes / interviewee 15 minutes 10 minutes

Director Administrative Aid Administrative Aid Student Assistant Interviewer

No fee Interview requirements No fee Interview Sheet Call number No fee Accomplished Interview form and requirements No fee Recommendation for Medical

Secure and accomplish Interview Form Issue Interview Form, call number and check entries When number is called, present all requirements to the Interviewer Interview applicant

If passed the Interview, receive Recom Issue Recommendation for Medical, for mendation for Medical. If not, get all passers. requirements except Interview Form Return all requirements for non-passers Proceed to Medical Clinic for physical and dental examinations Claim and submit Medical Clearance after 5 working days Get Confirmation Form for Enrollment Conduct physical examination c/o Medical & Dental Personnel Receive and record submitted Medical Clearance Release Confirmation Form for

5 minutes

Interviewer

5 6 7

2 hours 15 minutes 5 minutes

c/o Medical & Dental c/o Medical & Dental Personnel Medical Record Director Administrative Aid Director Medical and Dental Clearance Confirmation

13

Enrollment END OF TRANSACTION

Administrative Aid

Form

14

Title of Frontline Services

: Pre-Enrollment Procedure (Incoming Freshmen)

Schedule of Availability of Service : Mondays Saturdays 8:00AM 5:00PM Key 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) Certificate of Good Moral Character from High School Principal/Guidance Counselor Certified True Copy of Birth Certificate Total Time Duration : 1 hour
How to Avail of the Service:
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Get call number and Pre-Enrollment Issue call number and PreForm to be accomplished Enrollment Form

10 minutes/enrollee Director No fee Call number Administrative Aid PreEnrollment Form 10 minutes Director No fee Entry Administrative Aid requirements Director No fee Notice of Administrative Aid Admission Administrative Aid No fee List of Student Assistant Students by section c/o Office of the Registrar First Year Adviser Notice of Admission Master List of Students

Submit Enrollment requirements for Verify entry requirements of student verification and call number and encode in the Enrollment System Claim Notice of Admission for Enrollment Log in to the List of Students by section Submit Notice of Admission on the day of the Enrollment Issue automated Notice of Admission and designated section of student Record list of students for consolidation Enroll students in the Enrollment System c/o Office of the Registrar

7 minutes

3 minutes

30 minutes

15

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.) General Weighted Average (GWA) Grades Graduation Units earned 3. Diploma (Original/Duplicate) English Translation Evaluation of Grades (Graduate Level) 4. Checklist (Undergraduate Level) 5. Completion of Grades 6. Certified True Copy of Entrance Data 7. Honorable Dismissal/Transfer Credential 8. 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* 16

*If second request 5 working days Certification 10 working days *Detailed Description of Courses 15 working days Checklist 5 working days Evaluation of Grades (Graduate Level) - 15 working days Study Permit 5 working days Duplicate Diploma 15 working days Authentication 2 working days Honorable 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 Total Time Duration: 70 minutes
How to Avail of the Service:
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Secure and fill-out Application Form for Document/s

Issues and checks Application Form for Document/s

10 minutes

Information Desk None Clerk Depends on the kind of Document (Refer to the

Application for Document/s Official Receipt Application for Document/s

Pay at the Cashiers Office

Accepts payment for document/s requested

10 minutes

Cashier

17

Schedule of Fees from the Accounting Office) Proceed to the Accounting Office for General Clearance, if applicable. A general Clearance is required if the application is filed Issues General Clearance Form for the first time, particularly the TOR, Diploma and the Evaluation of Grades in the Graduate Level. If not applicable, proceed to Step 4 Checks entries in the Application Form, making sure that the O.R. and the General Clearance Form duly signed by all authorities concerned File the Application Form at are attached and that documentary Window 5, Office of the University stamps are provided for TOR and Registrar and secure Claim Stub Diploma applications

30 minutes

Accounting Staff, Library Staff, and None Office of Student Affairs Staff

General Clearance Form

20 minutes

Registrar Staff

None

Application for Document/s with General Clearance Form and O.R. Claim Stub

END OF TRANSACTION

18

Title of Frontline Services

Releasing of the following documents:

1. Transcript of Records 2. 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.) General Weighted Average (GWA) Grades Graduation Units earned 4. Diploma (Original/Duplicate) English Translation 5. Evaluation of Grades (Graduate Level) 6. Checklist (Undergraduate Level) 7. Completion of Grades 8. Certified True Copy of Entrance Data 9. Honorable Dismissal/Transfer Credential 10. Permit to Study 11. Withdrawal of Courses 12. 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*

19

*If second request 5 working days Certification 10 working days Detailed Description of Courses 15 working days Checklist 5 working days Evaluation of Grades (Graduate Level) - 15 working days Study Permit 5 working days Duplicate Diploma 15 working days Authentication 2 working days Honorable 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 Document What are the requirements? Claim Stub Total Time Duration: 10 minutes
How to Avail of the Service:

Step

Please Follow the Steps

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

Service Provider
Releases the document/s being requested Asks the applicant to sign on the Logbook END OF TRANSACTION

Duration

Person In charge
Registrar Staff

Fee

Form/ document
Claim Stub Document/s applied for

10 minutes

None

20

Title of Frontline Service

Schedule of Availability Key Person Who May Avail of the Service What are the requirements ID/Transcript of Records Duration Fee/Charge How to Avail of the Service Step
1 2 3

: Issuance of Certificate of Good Moral Character

: Monday - Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students/ Alumni : : 2 working days : P 50.00 : Service Provider Duration
15 mins. OSASS Secretary 15 mins. 1 day Cashiers Office Staff OSASS Secretary/OSASS Dean OSASS Secretary Certificate of Good Moral Character

Please Follow the Steps

Person In charge

Fee

Form/ document
Request Form

Accomplish & submit Request Form Receives and evaluates the request for Certificate of Good Moral Character Proceed to Cashiers Office to pay for Certificate Present the Official Receipt to the OSASS Secure the Certificate of Good Moral Character Accepts payment and issues Official Receipt (OR) Verifies records of student behavior Secures signature of OSASS Dean Issues Certificate of Good Moral Character END OF TRANSACTION

30 mins.

21

Title of Frontline Service

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements ID Registration Form Duration Fee Charged How to Avail of the Service: Step
1 2 3 Claim the validated ID and sign on the Logbook

: Validation of IDs
: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students :

: 2 hours : None Service Provider Duration

1 hour 30 mins. 30 mins. END OF TRANSACTION

Please Follow the Steps

Present ID together with Registration Card and sign on the Logbook

Person In charge

Fee

Form/ document

Receives ID and Registration Card for validation of enrolment Signs the ID

OSASS Secretary Logbook OSASS Dean OSASS Secretary Logbook

22

Title of Frontline Service

: Issuance of Affidavit for Lost ID

: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students : : 3 hours : P50.00 Service Provider Duration
1 hour 1 hour

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements Affidavit of Loss Duration Fee Charged How to Avail of the Service: Step
1 2

Please Follow the Steps

Person In charge
OSASS Dean OSASS Secretary

Fee

Form/ document

Present to OSASS letter explaining Evaluates the letter how ID got lost Secure a duly notarized Affidavit of Loss from the City Hall and present Files Affidavit of Loss it to the OSASS Secure and accomplish Temporary Pass Slip and Request for New ID Gives Logbook to requesting party for documentation of his/her transaction Receives Request for New ID and asks requesting party to pay at the Cashiers Office and present Official Receipt before accomplishing Personal Information Slip and having his/her picture taken END OF TRANSACTION

Affidavit of Loss Temporary Pass Slip

30 mins.

OSASS Secretary

Present Request for New ID to University Press for processing

1 hour

University Press Director/Staff

Personal Information Slip

23

Title of Frontline Service

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements Leave of Absence Form Duration Fee Charged How to Avail of the Service: Step
1

: Filing of Leave of Absence

: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students : : 3 hours : None Service Provider Duration
1 hour

Please Follow the Steps

Person In charge
OSASS Counselor

Fee

Form/ document
Leave of Absence Form Leave of Absence Form Leave of Absence Form Leave of Absence Form Leave of Absence Form

Consult the Guidance Counselor and Confers with the student about request for and accomplish a Leave his/her desire to go on leave of Absence (LOA) Form in triplicate Receives the accomplished Leave of Absence (LOA) Form and signs it Claim the signed LOA Form Returns signed LOA Form to student

30 mins.

OSASS Dean OSASS Secretary/Staff Registrar Office Staff OSASS Secretary/Staff

30 mins.

Submit the signed LOA Form to the Receives the signed LOA Form for Registrar Office approval of the Registrar Claim his/her copy and give another Receives OSASS Copy copy to OSASS END OF TRANSACTION

30 mins.

30 mins.

24

Title of Frontline Service

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements Dropping Form Duration Fee Charged How to Avail of the Service: Step Please Follow the Steps
Consult the Guidance Counselor and request for and accomplish Request to Drop Undergraduate Courses Form in triplicate 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

: Dropping of Subjects
: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students : : 1 days : None Service Provider
Confers with the student about his/her desire to drop his/her courses

Duration

Person In charge
OSASS Counselor

Fee

Form/ document
Dropping Form

1 hour

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

3 4 Claim his/her copy and submit another copy to OSASS

Returns two copies to student: one for him/her, one for OSASS Receives OSASS Copy END OF TRANSACTION 1 hour

Registrar Office Staff OSASS Secretary/Staff

Dropping Form Dropping Form

25

Title of Frontline Service

: Request for Exemption from Wearing the School Uniform

: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students :

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements ID Excuse Letter Duration Fee Charged How to Avail of the Service: Step
1 2

: 1 hour : None Service Provider Duration

1 hour

Please Follow the Steps

Submit request letter on nonwearing of school uniform Show exemption slip to teacher/security guard

Person In charge
OSASS Secretary Teacher/Guard

Fee

Form/ document
Exemption Slip Exemption Slip

Evaluates excuse letter and issues Exemption Slip Teacher/guard examines authenticity of Exemption Slip END OF TRANSACTION

26

Title of Frontline Service

: Processing of Application for Scholarships/Grants

: Monday Friday, 8:00 a.m. 5:00 p.m. : Scholarship Coordinator of OSASS : Scholars/Grantees :

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements GWA Autobiography ITR Certificate of Indigency Personal Data Sheet Sketch of Residence Duration Fee/Charge How to Avail of the Service Step
1

: 7 working days : None

Please Follow the Steps

Submit requirements

Service Provider
Evaluates completeness of documents Recommends qualified applicants to donors Submits list of chosen scholars to OSASS for the OSASS Deans approval

Duration
1 day 1 day

Person In charge
Scholarship Coordinator Scholarship Coordinator/ OSASS Dean

Fee

Form/ document
Personal Data Sheet

Await posting of names of scholars at OSASS Bulletin Board Inquire at the Cashiers Office if stipends are available or have been released

Informs who were chosen as recipients of scholarships Prepares request for Special Order of payment of stipend END OF TRANSACTION

2 working days

Scholarship Coordinator/ OSASS Secretary OSASS Secretary

3 working days

27

Title of Frontline Service

: Processing of Application for Student Assistantships

: Monday Friday, 8:00 a.m. - 5:00 p.m. : Dean, Office of Student Affairs and Student Services : Students :

Schedule of Availability Key Person Who May Avail of the Service What are the Requirements Student Application Form Copy of grades Registration Form Duration Fee Charged How to Avail of the Service: Step Please Follow the Steps
Secure and accomplish Application Form for Student Assistantship at OSASS

: 3 days : None Service Provider Duration Person In charge

OSASS Secretary/Staff

Fee

Form/ document
Application Form for Student Assistantship Application Form for Student Assistantship Application Form for Student Assistantship List of Student Assistants

Issues an Application Form for Student Assistantship to student applicant

1 hour

Undergo interview with Head of Receives recommendation form from Office/Department where student is Department/Office Head applying as Student Assistant Determines if applicant meets all qualifications and signs on the application form Await posting of list of successful applicants Prepares a list of successful applicants and submits it to the University President through the HRMO for his approval

1 day

OSASS Secretary/Staff

1 day OSASS Dean 1 day OSASS Secretary/Staff

Wait for Special Order issued by the Prepares Special Order HRMO END OF TRANSACTION

HRMO Head/Staff

28

Title of Frontline Service

: Handling of Complaints Against Students/Faculty

Step
1 2

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 : Anyone aggrieved or offended by a student/faculty member What 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/faculty member complained about; Evidence and testimonies of witnesses Duration : 1 working days How to Avail of the Service: Person In Fee Form/ Please Follow the Steps Service Provider Duration charge document
Orally report complaint to the Office of Student Affairs & Services Accomplish & submit Incident Report Form Discusses complaint with complainant and gives Logbook to document complaint Receives accomplished Incident Report Form 1 hour 1 hour 1 hour Counselor/s Counselor/s Counselor/s Logbook Incident Report Form Notice of Dialogue/ Hearing

Informs complainant on venue, date Confirm venue, date & time of factand time of dialogue/hearing finding dialogue/hearing to be conducted Attend conduct of dialogue/ hearing Conducts dialogue/hearing and works for resolution of case END OF TRANSACTION

1 day

OSASS Dean

Logbook

29

Title of Frontline Service

: Issuance of Permit to Hold an Activity

Step

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 : Permit to Hold an Activity Form Duration : 2 hours Fee Charged : None How to Avail of the Service: Person In Please Follow the Steps Service Provider Duration charge
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

Fee

Form/ document
Permit to Hold an Activity Form Permit to Hold an Activity Form Permit to Hold an Activity Form Permit to Hold an Activity Form Permit to Hold an Activity Form

Affixes signature on the form

30 mins. OSASS Dean

Return signed form to student

30 mins. OSASS Secretary

Get signed form and submit it to the Office of the VP for Administration, Receives form signed by OSASS Finance and Development

VP for AFD Staff

Claim signed form

Signs on the form VP for AFD END OF TRANSACTION

30

Title of Frontline Service

: Dental Checkup & Treatment

Schedule of Availability of Service : Monday Saturdays, 8:00am-5:00pm Who may avail of the service : students What are the requirements: Students ID Duration: How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Dental Aide Dentist Fee Form/ document Dental Form

Present ID, explains purpose, Undergo interview Accomplish dental service form (DSF) Undergo oral-dental examination and /or treatment
*Secure prescription of medicine *Claims referral to Specialist

Verifies identity and dental treatment needs of patient. Evaluates the entries in the dental service form. Conducts oral-dental examination and/ or treatment
Gives Advise on proper care and/or prescribes medicine, if necessary Refers patients with special cases

10 minutes

2 minutes

Dentist

Dental Form

10-30 minutes *or longer 5 minutes

Dentist Dentist Dentist

4 5

Prescription Prescription

END OF TRANSACTION

*depending on case

31

Title of Frontline Services

Medical Checkup and Treatment

Schedule 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 How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

For Physical Exam Go to clinic, present enrollment Inspects validity of presented printout, signs physical examination document/ID log book Accomplishes medical information sheet (MIS) Undergo measurement of height, weight, BP, respiration, pulse rate, visual acuity & pertinent past and present medical history taken Secure X-Ray referral Submits to physical examination For Medical Consultation Go to clinic, present ID & present chief complaint Have vital signs taken Submits to physical examination Conducts physical examination END OF TRANSACTION Guides patient in accomplishing MIS

2-3 minutes

Registered Nurse Registered Nurse

5-10 minutes

Conducts accurate measurements

10-15 minutes 1 minute 10-15 minutes

Registered Nurse Registered Nurse Physician

4 5

Issues X-Ray request form Conducts physical examination

1 2 3

10-15 minutes

Physician

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LIBRARY SERVICES
Title of Frontline Services : New Library Card Application
Schedule 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 What are the Requirements? New Students Validated University ID Current Registration Form 1 x 1 I.D. Picture Faculty and Staff University ID x 1 ID Picture Duration: Fees/Charges : NONE How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Present requirements

Evaluates requirements of applicants 3 minutes

Library Staff

Validated University ID Current Registration Form 1 x 1 I.D. Picture Library Membership Form/ Library Card

Secure Library Membership Form

2

Issues Library Membership Form to new applicant

1min/ client

Library Staff

33

Accomplish Library Membership Form/ Library Card

Checks entries of applicants information

10 minutes

Library Staff

Library Membership Form/ Library Card Registration Form and Library Card Library Membership Form Validated Library Card

Validation of Library Card 4 Registers applicants name in the library database Claim Validated Library Card for the Current Term

Stamps Students Registration Form and Date of Application Encodes data of applicant in the Library Software Program Releases Validated Library Card END OF TRANSACTION

5 minutes

Librarian

10 minutes

Library Staff

5 6

5 minutes

Librarian

34

Title of Frontline Services

: Library Card Application for Renewal / Replacement

Schedule 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 What are the Requirements? Validated University ID Current Registration Form Old Library Card for Renewal /*Application Letter of Lost Library Card Duration: Fees/Charges: NONE How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Presents requirements

Evaluates requirements of applicants 3 minutes

Library Staff

-Validated University ID -Current Registration Form *Application Letter of Lost library Card Accomplished Library Card Registration Form and Library Card Accomplished Library Membership Form Validated Library Card

*Secure Library Card (for Lost Card Only) Validate Library Card

Issues Library Membership Form to 1min/ client new applicant Stamps Students Registration Form and Date of Application Encodes data of applicant in the Library Software Program 5 minutes

Library Staff Librarian

Registers applicants name in the library database

10 minutes

Library Staff

Claim the Validated Library Card for the Current Term

Releases Validated Library Card END OF TRANSACTION

5 minutes

Librarian

35

Title of Frontline Services

: Visitor Permit of Outside Researcher

Schedule of Availability of Service : Monday-Friday 8:00-5:00 Key Person : Library Staff In-charge at the Circulation Section and Librarians of Readers Services Sections Who may avail of the service? Outside Researcher What are the Requirements? Referral Letter Validated ID Duration: Fee/ Charges : P 100.00 per day per visit (Exclusive for SMI-IC Members) How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Present requirements
1

Evaluates requirements of applicants

3 minutes

Library Staff

Referral Letter

2 3

Secure Order of Payment Pay to the University Cashiers Office Submit Original Receipt of payment Claim Visitors Permit Present Visitors Permit to Designated Reading Area

Issues Order of Payment Accepts payment of outside researchers fee Stamps OR and records the OR number to the record book Accomplishes Visitor Permit Issues Visitor Permit and files the referral letter Assists outside user to the reading area END OF TRANSACTION

5 minutes 5 minutes 5 minutes

Librarian Cashier Librarian

Order of Payment Receipt of Payment Visitors Permit Visitors Permit Visitor Permit / Validated ID

5 minutes One day

Librarian Librarian Incharge of the Reading Area

36

Title of Frontline Services

: Borrowing/ Returning Books from Different Library Section to Circulation Area

Schedule 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-charge Who may avail of the service? : Faculty/ Staff and Students What are the Requirements? Validated ID Borrowers Library Card Duration: 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) How to avail of the service?
Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Presents requirements
1

Evaluates requirements of applicants

3 minutes

Library Staff

Borrowers Library Card Logbook

Registers in the library section logbook Gets library materials to be borrowed for photocopying/ classroom use/ overnight loan Accomplishes the needed information found in the book card Proceeds to the Circulation

Accommodates clients

5 minutes

Librarian of Each Section Librarian of Each Section

Facilitates the retrieval of library materials

15 minutes

Library Borrowers Card Book Card Pass Card

Issues book for overnight loan with respected control card for the Circulation Section transaction Encodes the transaction in the

5 minutes

Librarian of Each Section

5 minutes

Library Staff of

Validated

37

Section for charging out and deactivation of books

6

library software Issues loan receipt to client 5 minutes

Circulation Section Library Staff of Circulation Section Library Staff of Circulation Section

University ID Loan Receipt Loan Receipt Library Borrowers Card Loan Receipt Logbook Order of Payment Official Receipt Library Borrowers Card Library Borrowers Card

Claims book borrowed for overnight loan Returns the use book for reactivation

Activates books return Entered loan book in the data base if overdue see below processes

5 minutes

Pays overdue fee to the librarian Records amount paid in the if less than logbook to be forwarded to the P 30.00 University Cashier at the end of the week Receives order of payment if more than P 30.00 Pays the amount to Cashier Presents OR to the Librarian for Bills payment

5 minutes

Library Staff of Circulation Section Library Staff of Circulation Section Cashier Library Staff of Circulation Section Library Staff of Circulation Section

5 minutes

10

Accepts payment for overdue books Records OR number to logbook and Issued ones Borrowers Library Card

15 minutes 15 minutes

11 the Issuance of Library Card

Claims Borrowers Library Card

12

Releases ones Borrowers Library 5 minutes Card END OF TRANSACTION

38

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 6:00PM Key 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 How to avail of the service?
Step 1 2 3 4 5 6 7 Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Inquire about Computer Availability Register in the Logbook Proceed to computer Area Payment of Fees

END OF TRANSACTION

39

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 PM Contact Person: Who may avail of the service? What are the Requirements: Library ID Card Photocopying Pass

How to avail of the service?

Step 1 2 3 4 5 6 7 Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

Fill-up Book Card Request for Photocopying Pass Photocopying of Materials Claim Photocopying Pass Checking of Book Claim Library ID Card END OF TRANSACTION

40

NORMAL HALL AND CONVENTION CENTER SERVICES

Title of Frontline Services
Schedule of Availability of Service Contact Person Who may avail of the service? What are the Requirements: Current Registration Form Two copies of 1x1 recent picture Current Official Receipt Duration Fees/Charges How to avail of the service?
Step 1 2 3 4 5 6 7 8 Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

: Admission of Student Dormers (Undergraduate)

: Mondays Saturday, 8:00AM to 5:00PM (enrollment period per semester) : Dormitory Manager, Office of the Auxiliary Services : Regular Students of the Philippine Normal University

: 1 hour & 20 minutes : P900.00 / month

Present current registration form for verification Secure application form for admission at the dormitory
Accomplish the application form

Verifies the registration form of the student Issues application form

Checks entrees of applicants information

3 minutes 2 minutes 10 minutes 15 minutes 20 minutes 2 minutes 5 minutes 3 minutes

Staff on duty Staff on duty Staff on duty Staff on duty Staff on duty Staff on duty Staff on duty Staff on duty

Take the interview

Sign contract together with parent/guardian

Conducts interview
Issues contract to the qualified student

Secure order of payment Pay fees Present Official Receipt

Issues order of payment (2mos advance & 1 mo deposit) Accepts payments Records the official receipt to individual Ledger Card

41

9 10 11

Present current ID pictures Secure room assignment Proceed to the assigned room/bed

Pastes on the individual records (ID Card & permission Card) Gives room assignment Assists the dormers going to the assigned room END OF TRANSACTION

5 minutes 10 minutes 15 minutes

Staff on duty Staff on duty Staff on duty

42

Title of Frontline Services

Schedule of Availability of Service Contact Person Who may avail of the service? What are the Requirements: ID/Passport Duration Fees/Charges: P600/head ( aircon) P450/head (non-aircon) How to avail of the service?
Step Please Follow the Steps

: Accommodation of Transient/s
: Mondays Saturday, 8:00AM to 5:00PM (enrollment period per semester) : Dormitory Manager, Office of the Auxiliary Services : Transient/s or Customer/s from local and international sectors

: 77 minutes

Service Provider

Duration

Person In charge

Fee

Form/ document

Make phone call or personal Handles queries of client/s inquiry Records messages

10 minutes/ client

Staff on duty

Logbook for reservation

Register at the front desk

5 minutes/ Asks the ID of the client for client verification 5 minutes/ Assists the client in filling up the forms client Issues the key for the assigned room 5 minutes Guides the client to the assigned room 10 minutes
Checks the rooms to determine problem/s Calls and asks the concerned staff to settle the problem/s

Staff on duty

Transients Registry Logbook

3*

Report the problem/s observed in the rooms, if any

20 minutes 30 minutes 15 minutes

2 minutes

Staff on duty Logbook Billing Statement P600/head

4 5

Inform the staff on duty that Computes the payable amount he/she is checking out Issues billing statement
Give payment to the staff on duty Receives payment

Staff on duty
Staff on duty

43

aircon P450/head non-aircon

6 7

Claim official receipt Log out and leave at the hostel Claim gate pass *

Issues official receipt, records & remits 5 minutes to the University Cashier Assists the client in logging out Issues gate pass END OF TRANSACTION 15 minutes 5 minutes

Staff on duty Staff on duty Staff on duty

Official Receipt Logbook Gate Pass

44

Title of Frontline Services

: Use of Facilities

Schedule 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: 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 VPAFD Fees 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

45

How to avail of the service? For Faculty/Staff/Students

Step Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

*Present approved activity form

Check the authorized signatory of the activity form

5 minutes

Executive Assistant Executive Assistant

*Present approved activity form Secure and fill-out Form for the Use of Facilities Submit accomplished Form for use of facilities

Secure and fill-out Form for the Issues form for use of facilities Use of Facilities

2 working days

Submit accomplished Form for Check the authorized signatory use of facilities of the form for use of facilities

10 minutes

Executive Assistant

END OF TRANSACTION

*Not applicable for Faculty/Staff Activities

Step

For Outside Organizations

Please Follow the Steps Service Provider Duration Person In charge Fee Form/ document

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

Letter of request to be forwarded to the Office of the President

2 working days

VPAFD Office of the President

Letter request for use of facilities Approved Request Letter

Approved letter of request

2

Approved Letter of Request will be forwarded to the PPCD for preparation of facilities/items needed and to the Security Office for the entry of visitors

1 working day

Executive Assistant PPCD Security

46

Pay rental charges Give copy of Official Receipt

Accepts payment of fees Gets copy of Official receipt for recording purposes
END OF TRANSACTION

5 minutes 5 minutes

Cashier Executive Assistant

Receipt of Payment Copy of Official Receipt

47

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 (Papuri) COMPLAINT (Reklamo) SUGGESTION (Mungkahi)

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}_______________________________________________ (Pangalan)

Office/Agency:___________________________________________________ (Tanggapan/Ahensya)

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

48

Signature: _______________________________________________________ (Lagda)

Date: __________________________________________________________ (Petsa)

49