N

A T I O N A L

O L I C E

O M M I S S I O N

NATIONAL POLICE COMMISSION

Citizens Charter

Table of Contents
I. II. III. IV. V. VI. Messages Introduction Vision and Mission Statements NAPOLCOM Pledge List of Frontline Services Part 1: Central Office Issuance of Certificate of NAPOLCOM Eligibility Verification of Examination Result Authentication of Police Eligibility (Walk-in) Authentication of Police Eligibility (Thru Mail) Filing of Administrative Complaint Issuance/Authentication of NAPOLCOM Clearance Review and Evaluation of Claims Prior to Payment of Pension (Total Permanent Physical Disability) Review and Evaluation of Claims Prior to Payment of Pension (Death Benefits) Payment of Police Benefits Payment/Refund of Scholarship Benefits VII. Part 2: Regional Offices Processing of Application for Entrance Examination Processing of Application for Promotional Examination Processing of Application for Height Waiver for Indigenous Peoples (IPs) Payment of Permanent Disability and Death Benefit Claims 14 15 16 17 1 2 3 4 5 6 7 9 11 13

Table of Contents
Processing of Application for Scholarship of Children of PNP Members Killed or Permanently Incapacitated While in the Performance of Duty Processing of Application for Payment/Reimbursement of Scholarship Grant Issuance of NAPOLCOM Certificate of Pending/ No Pending Case Authentication of Police Eligibility VIII. IX. XI. Feedback Form Feedback and Redress Mechanism Anti-Fixer Campaign Our Organization 18

19 20 21 22 26 27 28

MESSAGES

Message

epublic Act No. 9485, otherwise known as the Anti-Red

Tape Act of 2007 was enacted with the end in view of eradicating red tape in the operation of all government agencies. It is with great pride that the National Police Commission (NAPOLCOM) as an agency tasked to exercise administrative control and supervision over the Philippine National Police (PNP) has crafted its own Citizens Charter which embodies the step by step procedures, requirements, timelines and costs of delivering its services. The simplified procedures of frontline services will pave way to the eradication of bureaucratic red tape that will help fight against graft and corruption thus, assure the public of the quality of services they are entitled to. More Power and God Bless.

Message

Commission in the delivery of its services. It contains various steps and procedures including the duration within which to complete specific transaction of all the frontline services of the agency. This is prepared and written for all the NAPOLCOM personnel, its principal clientele, the Philippine National Police and the public for the purpose of promoting transparency in transacting business in each of the offices of the Commission thereby establishing an effective and graft-free agency. It is therefore enjoined that all employees should be familiar with the contents of this Handbook as they perform their duties and functions as public servants.

his

handbook

presents

simplified

standards

of

the

EDUARDO U. ESCUETA Commissioner Vice Chairman/Executive Officer

ii

INTRODUCTION

Introduction
The Philippine Constitution provides that: The state shall maintain honesty and integrity in the public service and take positive and effective measures against graft and corruption. Article II, Section 27 To fulfill the aforementioned provision, Republic Act No. 9485, otherwise known as the Anti-Red Tape Act of 2007, was enacted on June 2, 2007 aimed at eradicating red tape in the operation of all government agencies to maintain honesty and responsibility among its public officials and employees and take appropriate measures to promote transparency in transacting with the public, which shall include a program for the adoption of simplified procedures that will expedite transactions in government. In support to this program, the National Police Commission established mechanisms to ensure the effective and uninterrupted delivery of its frontline services, thus the NAPOLCOM Citizens Charter.

iii

VISION AND MISSION STATEMENTS

Vision and Mission Statements

VISION
We envision the National Police Commission as a highly dynamic, committed and responsive administering and controlling body of a highly professional, competent, disciplined, credible and trustworthy PNP

MISSION
To administer and control the PNP with the end in view of establishing and maintaining a highly professional, competent, disciplined, credible and trustworthy PNP

IV

NAPOLCOM PLEDGE

NAPOLCOM Pledge

With the guidance of the Almighty, we do hereby solemnly swear to:

N urture excellence and professionalism; A dhere to the values of honesty, integrity and
esprit d corps;

P rovide efficient, effective and responsive service; O bey and respect the rule of law; L isten to client concerns; C ommit ourselves to the principles of transparency and accountability;
O versee the implementation of the Commissions policies and programs for
the PNP;

M old a civilian police organization that promotes community welfare.

LIST OF FRONTLINE SERVICES (CENTRAL OFFICE)

List of Frontline Services (Central Office)

Type of Frontline Services 1. Issuance of Certificate of NAPOLCOM Eligibility Concerned Office Processing Time under Normal Circumstances

Fees

Personnel & P150.00 12 minutes Administrative Php 200 if with Service (PAS) corrections or typographical errors committed by the examinees 8 minutes

2.Verification of Examination Result 3.Authentication of Police Eligibility Walk-In Examination Division, PAS Examination Division, PAS Investigation Division, IMIS Php 50.00 copy

per 13 minutes 25 days 10 days

Thru Mail

4. Filing and Prosecution of Administrative Complaint 5. Issuance and Authentication of NAPOLCOM Clearance

Case Management Division, LAS

Php 150.00 per 25 minutes copy plus Php 50.00 per additional copy

vi

List of Frontline Services (Central Office)

Processing Time under Normal Circumstances

Type of Frontline Services 6. Review and Evaluation of Supporting Documents Claims Prior to Payment of Pension Total Permanent Physical Disability Death Benefits

Concerned Office

Fees

Legal Affairs Service (LAS) & Personnel and Administrative Service (PAS) Legal Affairs Service (LAS) & Financial Service (FS) Financial Service (FS)

15 minutes (processing time of action by Regional Offices not included). 15 minutes (processing time of action by Regional Offices not included) 1 hour and 8 minutes 2 days

7. Payment of Police Benefits

8. Payment/Refund Financial Service of Scholarships (FS); Office of Benefits the Deputy Executive Officer (ODEO) & Office of the Vice Chair and Executive Officer (OVCEO)

vii

CENTRAL OFFICE

ISSUANCE OF CERTIFICATE OF NAPOLCOM ELIGIBILITY Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Passers of the NAPOLCOM Entrance and Promotional Examinations or their authorized representative(s) Requirements Two (2) valid Identification Cards and Authorization if applicable How to Avail of the Service
Step Applicant/ Client Register at the Security Guards counter Secure and Fill-out request Form Agency Action Direct client to proceed to the Examining Division Verify name of examinee from the master list of examinees Office/ OPR Custodial Unit Location Ground Flr. Fees Duration 1 min.

Certification. Section. Exam. Div, PAS

5th Flr.

PHP150 PHP 200 if with corrections on typographical errors committed by the examinee

3 mins.

Pay to Cashier

Issue official receipt (OR)

Collecting Officer, Cash Section Certification. Section. Exam. Div, PAS

Ground Flr.

Certification. Section, Exam. Div, PAS

5 mins.

Submit OR and request form.

Prepare and Release Cert. of Eligibility

5th Flr.

2 mins.

Sign in the logbook and receive certificate of eligibility

Certification. Section. Exam. Div, PAS

5th Flr.

1 mins.

End of Transaction

Central Office

VERIFICATION OF EXAMINATION RESULT Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Examinees or their authorized representative(s) Requirements Two (2) valid Identification Cards and Authorization if applicable How to Avail of the Service
Step 1 Applicant/ Client Register at the Security Guards Counter Secure and Submit properly filled out verification slip including the requirements Agency Action Direct client to proceed to the Examining Division Verify name of examinee from the master list of Passed/ Failed examinees Office/ OPR Custodial Unit Location Ground Flr. Fees Duration 1 min.

Adm Officer and Adm. Asst., Certification Section and Test Specialist and Test Tech., Test Dev. and Rating Sec., Exam. Div, PAS Adm Officer and Adm. Asst, Cert. Sec. and Test Specialist and Test Tech., Test Dev. and Rating Sec, Exam. Div, PAS Adm Officer and Adm. Asst Cert. Sec. and Test Specialist and Test Tech., Test Dev. and Rating Sec, Exam. Div, PAS

5th Flr.

1 min.

Show the verification slip

Release the verified examination result

5th Flr.

3 mins

Retrieve the presented requirements

5th Flr.

3 mins.

End of Transaction

Central Office

AUTHENTICATION OF POLICE ELIGIBILITY (Walk-In) Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Passers of the NAPOLCOM Entrance or Promotional Examinations or their authorized representative Requirements Original or photo copy of Certificate of Eligibility Two (2) valid Identification Cards and Authorization if applicable How to Avail of the Service Applicant/
Step 1 Client Register at the Security Guards counter Present Original or photocopy of Report of Rating Agency Action Office/ OPR Custodial Unit Location Ground Flr. Fees Duration 1 min.

Direct client to proceed to the Examining Division Verify and validated the report of Rating or Certificate of Eligibility for the Master List of Successful Examinees Issue official receipt Stamp and sign the photocopies of Report of Rating

Certification Section, Exam. Div, PAS

5th Flr.

Php 50 per copy

3 mins.

Pay to Cashier

Collecting Officer, Cash Section Div. Chief or Asst. Div. Chief, Exam. Div., PAS 5th Flr.

2 mins.

Present required documents and OR

1-5 mins (depending on the no. of copies requested)

Release the Report of Rating or Cert. of eligibility Receive the authentica-ted copy /copies of Certificates of Eligibility

Certification Section, Exam. Div, PAS Certification Section, Exam. Div, PAS

5th Flr. 2 mins. 5th Flr.

End of Transaction

Central Office

AUTHENTICATION OF POLICE ELIGIBILITY (Thru Mail) Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Passers of the NAPOLCOM Entrance or Promotional Examinations Requirements Two (2) valid Identification Cards and Authorization if applicable How to Avail of the Service
Step 1 Applicant/ Client Request for authentication from NAPOLCOM ROs, CSC, FO, PNP and other govt. agencies Agency Action Verify and Validate the Certificate of Eligibility from the Master List of Successful Examinees Prepare letter of Confirmation Initial or sign letter of confirmation Office/ OPR Certification Section, Exam. Div, PAS Location 5th Flr. Fees Duration 5 days

2 3

Cert. Sec. Exam. Div,PAS Adm Officer V Supervising Adm.Officer, Chief Admin Officer, Dir II and III, ADEO VCEO

5th Flr. 5th Flr.,

5 days 10-15 days

3rd Flr 2nd Flr. 5th Flr. or Basement 10 mins.

Release confirmation letter to concerned parties or forward the said document to the Records Section for mailing

Cert. Sec. Exam. Div/ Records Section, PAS

End of Transaction

Central Office

FILING OF ADMINISTRATIVE COMPLAINT Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Natural or juridical persons who have complaints against Policemen Requirements: Sworn Statement, Complaint-Affidavit, Certificate of Non-Forum Shopping and other documents relative to the case such as medical certificate, birth certificate, etc. How to Avail of the Service
Step 1 Applicant/ Client Register at the Security Guards Counter Proceed to Investigation Division, IMIS Proceed to Designated Investigator Agency Action Direct client to proceed to Inspection, Monitoring and Investigation Division, (IMIS) Interview and inform complainant whether or not the complaint is within the jurisdiction of the Commission Assist in the preparation/filing of Affidavit-complaint and other documents, if necessary Office / OPR Custodial Unit Location Ground Flr. Fees Duration 1 min.

Chief, Investigation Div., IMIS Special Investigator, Investigation Div Chief, Investigation Division Special. Investigator

Ground Flr.

20 mins.

Ground Flr.

1 hour per sworn statement per person 1 min.

Assign the case to the investigator for pre-charge evaluation If there is a finding of probable cause recommend filing of administrative complaint; or If there is no finding of probable cause prepare resolution recommending dismissal of complaint for approval of the Commission en banc If found that the complaint has probable cause, file a case for Summary Dismissal

Ground Flr. Ground Flr.

10 days

Investigation Div., IMIS

Ground Flr.

10 mins.

End of Transaction

Central Office

ISSUANCE / AUTHENTICATION OF NAPOLCOM CLEARANCE Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Uniformed PNP members applying for promotion or retirement Requirements Clearance Issued by the NAB and RAB, Clearance issued by Regional Office How to Avail of the Service
Step 1 Applicant/ Client Register at the Security Guards counter Proceed to cashier for payment Proceed to 4th Flr., Show receipt of payment Accomplish request form Agency Action Direct client to proceed to the Cashier Receive payment and issue receipt Issue request form Office/ OPR Custodial Unit Location Ground Flr. Ground Flr., PAS 4th Flr., beside Hearing Rooms 4th Flr., beside Hearing Rooms 4th Flr., beside Hearing Rooms 4th Flr. PHP150/ copy plus PHP50/ addl copy Fees Duration 1 min.

Cash Section

5 mins.

Assigned personnel Assigned personnel

1 min.

Receive accomplished request form

Stamp date within which to claim clearance Check Case docket to verify if there is pending case Proceed to the Legal Affairs Service and get clearance on the date indicated in the claim stub Print clearance

Assigned personnel Assigned personnel of NCR RAB, NAB Case Manage ment Div

Depends upon how fast client accomplis h the form 1 min.

5 mins.

LAS, Flr

3rd

5 mins.

Affix dry seal

For authentication of clearance follow the above procedure and 8 Present photo Issue authenticated Case Managecopy of clearance clearance ment Div and receive authenticated copy of clearance End of Transaction

LAS, Flr

3rd

2 min.

Central Office

REVIEW AND EVALUATION OF CLAIMS PRIOR TO PAYMENT OF PENSION (TOTAL PERMANENT PHYSICAL DISABILITY) Who May Avail of the Service Uniformed PNP members applying for Total Permanent Physical Disability Requirements Copy of the following: 1. Letter application of claimant 2. Recommendation for TPPD of a disabled PNP member by the PNP Chief or his duly authorized representative 3. Duly authenticated Service Record 4. Certification from the appropriate medical officer that the PNP member is unfit to further perform the duties of his office 5. Detailed Investigation Report from Chief of Police superior/supervisor, as to the cause and extent of the disability or immediate

6. Certified true copy of latest appointment 7. Certificate of clearance from money and property accountability 8. Official receipts duly dated and numbered representing medical, hospital and doctors fees, if any incurred on account of service connected ailment 9. Certificate of no pending case from RAB 10. Latest payslip or certificate of last payment 11. Absorption Order 12. Special Order indicating adjustment in rank and salary 13. Complete clinical/hospitalization records

Central Office

How to Avail of the Service

Step 1 Applicant/ Client Submit claim folder with endorsement of application by DPRM Agency Action Review and evaluate claim folder Office /OPR LAS, Claims Section Location 3 Flr.
rd

Fees

Duration 30 min.

Indorse Claim folder to Regional Office concerned

LAS, Claims Section

3rd Flr.

Investigate Claim and prepare Report of Investigation

Regional Office Concerned

Within one (1) month from receipt of claim folder with complete requirement

Adjudicate Claim

Regional Office Concerned Regional Office Concerned One (1) week from receipt of report of investigation 3rd Flr. 30 min.

Pay gratuity and expenses for medical fees.

Indorse claim folder to C.O. for payment of pension Review claim folder and Payment of pension

Regional Office Concerned

Financial Section

4th Flr.

End of Transaction Procedure depends on the completeness of documents submitted Payment depends upon availability of funds on a first in first out basis

Central Office

REVIEW AND EVALUATION OF CLAIMS PRIOR TO PAYMENT OF PENSION (DEATH BENEFITS) Schedule of Availability of Service Monday-Friday 7:30 AM 5:30 PM Who May Avail of the Service: Surviving spouse/Heirs of PNP members who died in line of duty because of serviceconnected ailments Requirements: 1. Letter application of claimant 2. Duly authenticated Service Record 3. Detailed Investigation Report from Chief of Police or immediate superior /supervisor as to the circumstances or cause of death 4. Certified true copy of latest attested appointment 5. Certification of Clearance from Money and Property Accountability 6. Official Receipts duly dated and numbered representing medical, hospital and doctors fees, if any, where incurred on account of service connected death 7. Certificate of No Pending Case from RAB 8. Latest payslip or Certification of Last Payment 9. Absorption Order 10. Special Order (SO) indicating adjustment in rank and salary 11. Complete clinical and hospitalization records 12. Original NSO copy of Death Certificate 13. Original NSO copy of Marriage Certificate 14. Proof of surviving legal heirs, if claimant is other than If claimants are minors, Letter of guardianship surviving spouse. 9

Central Office

How to Avail of the Service

Step 1 Applicant/ Client Apply to avail of Death Benefit Agency Action Evaluate claim Office /OPR Concerned Office Regl Location Fees Duration

Review and evaluate claim by Compensation Rater

LAS, Claims Section

3rd Flr.

30 min.

Indorse claim folder to the concerned Regional Office

LAS, Claims Section

3rd Flr.

15 min.

Adjudicate Claim 4

Concerned Regl Office

Payment of gratuity, burial and medical expenses

Concerned Regl Office

Review and draft brief for payment of pension

LAS, Claims Section

3rd Flr.

30 min.

7 End of Transaction

Payment of pension

Financial Section

4th Flr.

Procedure depends on the completeness of documents submitted Payment depends upon availability of funds on a first in first out basis

Central Office

10

PAYMENT OF POLICE BENEFITS Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: PNP members (Permanently and Totally Disabled), Surviving Beneficiaries, representatives with special power of attorney Requirements Adjudication Order, Identification Cards (Pensioner or PNP) How to Avail of the Service

Step 1

Applicant/ Client Verify status of Claim

Agency Action Verify claim as to: Completeness and authenticity of Supporting Documents Date of receipt of claim to determine schedule of payment (first in first out policy) Inform claimant as to schedule of payment

Office /OPR PNP Benefit Financial (FS) Welfare Unit, Service

Location FS, 4th Flr.

Fees (In Php)

Duration 10 min.

For claimants whose claims are already scheduled for payment, verify from data base if check is already available To avail of Pensioners ID:

PNP Welfare Benefits Unit, FS

FS, 4th Flr.

5 min.

a. Pay fee for ID b. Proceed to IMIS

Issue OR

Cash Sec., PAS

Ground Flr.

100.00

1 min.

Assist in the finer printing and taking of specimen signature of claimant

IMIS

Ground Flr.

15 min.

Central Office

11

Step

Applicant/ Client c. Secure ID

Agency Action In addn to the OR, finger printing and specimen signature, FS requires the submission of 2 copies of 1x1 picture and photo copy of 2 valid ID cards Prepare and assign ID number to pensioner or beneficiary

Office /OPR PNPWBU, FS

Location

Fees (In Php)

Duration

FS, 4th Flr.

15 min.

PNPWBU, FS

FS, 4th Flr.

15 min.

Affix signature on the ID card

Dir. III, FS

FS, 4th Flr.

1 min.

Issue the ID card after pensioner / beneficiary signs in the logbook

PNPWBU, FS

FS, 4th Flr.

1 min.

Proceed to Cash Sec. release check if ready

Advise claimant to present pensioners ID Card for the release of check

Cash Sec., PAS

Ground Flr.

5 min.

End of Transaction

Central Office

12

PAYMENT/REFUND OF SCHOLARSHIP BENEFITS Schedule of Availability of Service Monday-Friday 8:00 AM 5:00 PM Who May Avail of the Service: Legitimate Children of Uniformed PNP Personnel Requirements Any Valid Identification Cards How to Avail of the Service
Step 1 Applicant/ Client Agency Action Inquire from the PNP if check for payment/ refund of scholarship is ready for pick up. Office /OPR PNP Welfare Benefits Unit, Financial Service (FS) and Cash Section, Personnel and Administrative Service (PAS) PNP Welfare Benefits Unit, FS Location FS, 4t Floor Ground Floor
h

Fees

Duration 30 mins.

2 hours

Prepare Disbursement Voucher (DV) and process claim

FS, 4th Floor

5 mins.

Prepare and sign check

PAS, FS, Ofce. of Comr. PNPWBU, FS

Ground, 4th and 2nd Floor 4th. Floor

1 day

Verify status of claim

Advise claimant to pick up check at the Cash Section, PAS

1 min.

Proceed to Cash Section, PAS to claim check

Release check

Cash Section, PAS

Ground Floor

5 mins.

Payment depends upon availability of funds on a first in first out basis

Central Office

13

REGIONAL OFFICES

PROCESSING OF APPLICATION FOR ENTRANCE EXAMINATION Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. during filing period Who may avail of the Service: Civilian Filipino Citizen who meets the minimum requirements. Requirements: Fully Accomplished NAPOLCOM Form 1-A Index Card Three (3) pieces 1x1 recent and identical colored pictures with white background and complete nametag Two (2) legal size window envelopes with nine (P9.00) pesos worth of mailing stamps affixed Transcript of Scholastic Records or Diploma from CHED accredited schools Birth Certificate issued by the Local Civil Registrar (LCR) or by the main office of the National Statistics Office (NSO) How to Avail of the Service
Step 1. Applicant/ Client Log in Agency Action Request and advise client to write name in the log book and proceed to concerned frontline service personnel Evaluate documents, measure height and if qualified, advise client to proceed to cashier Receive payment and issue Official Receipt Accept and evaluate application form and the required documents and if complete, issue corresponding admission slip Office /OPR Location Fees Duration 2 min.

2.

Present needed documents for evaluation

P400

5 min.

3.

Pay to cashier

3 min.

4.

Accomplish application Form 1-A and Index Card and submit to the service provider

20 min.

End of Transaction

Regional Offices

14

PROCESSING OF APPLICATION FOR PROMOTIONAL EXAMINATION Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: PNP Members from the ranks of Police Officer, Police Inspector and Superintendent Requirements: Fully Accomplished NAPOLCOM Form 1-A Index Card Certified True Copy of Original and Attested Appointment, PNP Absorption Order and General Order (for lateral entrants) Certificate of Completion of Training Service Record Report of Rating/certification issued by the NAPOLCOM Central Office or CSC Certificate of Eligibility For BSPS and BSPMA graduate, submit a photocopy of General Order and Certificate of Completion of Training. How to Avail of the Service
Step 1 Applicant/ Client Log in Agency Action Request and advise client to write name in the log book & proceed to concerned frontline service personnel Office /OPR Location Fees Duration 3min.

Present needed documents for evaluation

Evaluate documents presented, if qualified, direct applicant to proceed to Cashier PO- P400 Accept payment, issue official receipt and release Napolcom Form 1-A and Index card Accept and approve the application and advice applicant that the Notice of Admission will be sent thru mail

5 min.

Pay to Cashier

2 min. SPO - P450 P/Insp -P500 P/Supt-P600 10 min.

Accomplish and submit application Form 1-A and Index Card submit to concern personnel

End of Transaction

Regional Offices

15

PROCESSING OF APPLICATION FOR HEIGHT WAIVER FOR INDIGENOUS PEOPLES (IPs) Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: 1. Any civilian who wishes to avail of a height waiver as provided under Republic Act 8371 and all other laws, decrees, rules and regulations, and other issuances of the Government. Requirements: Application Letter 2 copies Certificate of Confirmation (NCIP/OMA) Information Index Birth Certificate College Diploma How to Avail of the Service
Step 1 Log in Applicant/ Client Agency Action Request and advise client to write name in the log book and proceed to designated Secretary of Height Waiver Committee (HWC) Evaluate documents and interview applicant to Receive payment and issue official receipt Advise client that the notice of interview will be sent within 20 days Inform client of the interview schedule of 30 min 10 min 10 min P 100 Office /OPR Location Fees Duration 3 min.

2. 3

Submit documents for evaluation Proceed cashier and pay

20 min. 5 min.

Return to the Secretary HWC & present official receipt

5 min.

Report for interview 5 6 7

Conduct of interview and deliberate Prepare Resolution re: height waiver application Sign resolution and forward Resolution to the Office of the Regional Director Approve/disapprove resolution Release copy of the resolution

5 min. 5 min.

Receive copy of the Resolution End of Transaction

Regional Offices

16

PAYMENT OF PERMANENT DISABILITY AND DEATH BENEFIT CLAIMS Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: Any PNP member with approved PTD claim adjudication and was notified that his/her check payment is ready Surviving spouse or qualified dependents of a deceased PNP member approved adjudicated death benefit claim and were notified that their check payment is ready for release Requirements: 2 pieces 1 x 1 ID picture 2 valid IDs How to Avail of the Service
Step 1 Log in Applicant/ Client Agency Action Request and advise client to write name in the log book & proceed to concerned frontline service personnel Validate identity and direct claimant to undergo finger printing Office /OPR Location Fees Duration 2 min..

Proceed to concerned personnel for proper validation of identity and finger printing

30 min.

3 4 Proceed to C, TSD

Prepare Order of Release Form Validate the identity of claimant and recommend approval of the Order of Release Claim. Approve/Disapprove release order form. Receive the check Release check

5 min. 5 min.

5 6

5 min. 3 min.

End of Transaction

Regional Offices

17

PROCESSING OF APPLICATION FOR SCHOLARSHIP OF CHILDREN OF PNP MEMBERS KILLED OR PERMANENTLY INCAPACITATED WHILE IN THE PERFORMANCE OF DUTY Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: Children of the PNP members killed in action or permanently while in the performance of duty incapacitated

Requirements: (3 copies of each of the following) Letter of Application Certified true copy of the NAPOLCOM Adjudication Award Birth Certificate Certificate Good Moral Character issued by the Bgy Captain and School Principal Approved Registration/Enrollment Form Enrollment Assessment/Statement of Account duly signed by the School Treasurer How to Avail of the Service:
Step 1 Applicant/ Client Log in Agency Action Request and advise client to write name in the log book & proceed to concerned front line personnel Evaluate application and supporting documents for Interview and brief applicants Forward application and supporting documents Receive and process documents Sign and recommend for approval/disapproval Approve/disapproves application Prepare and forward indorsement letter Send the approved application with complete supporting documents to NAPOLCOM Central Office for initial Payment 12 min. 30 minutes Office /OPR Location Fee Duration 3 min. 1 hour 30 min. 5 min 3 hours

2 3 4 5 6 7 8 9

Submit application Submit interview

End of Transaction

Regional Offices

18

PROCESSING OF APPLICATION FOR PAYMENT/REIMBURSEMENT OF SCHOLARSHIP GRANT Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: Children of the PNP members killed in action Requirements: Application Letter (reimbursement or direct payment) Statement of Account (in case application is reimbursement of partial payment) Official Receipt/s of full/partial payment Report Card (for elementary/high school) Transcript of Records (Graduating College Students) Class cards (Non-graduating College Students) 2 copies 2x2 recent picture of scholar How to Avail of the Service:
Step 1 Applicant/ Client Log in Agency Action Request and advise client to write name in the log book & proceed to concerned front line service personnel Evaluate application supporting documents Forward application documents for review. Evaluate and documents and recommendation Approve/disapprove recommendation Prepares voucher/s of approved application and submit for funding/obligation. Process/Obligate voucher Forwards to RD approval/disapproval for and Office /OPR Location Fee Duration 3 min.

for

payment

or

Submit application

1 hour

3 4

and process make 30 min.

5 6

5 min 12 min.

10 min. 7 8 End of Transaction

Regional Offices

19

ISSUANCE OF NAPOLCOM CERTIFICATE OF PENDING/ NO PENDING CASE Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: PNP members Requirements: Personal appearance Authorization letter, if applicable Valid ID How to Avail of the Service
Step 1 Applicant/ Client Log in Agency Action Request and advise client to write name in the log book & issue NAPOLCOM Request Form Advise client to frontline personnel 2 Verify from Records if client has no pending case 3 Accomplish and submit request form Proceed Cashier payment Present OR Release certification 6 Receive certification 1 min to for Accept payment Official Receipt and issue 2 min. concerned 10 min. Office /OPR Location Fee Duration 2 min.

Prepare certification/clearance for signature of concerned personnel

P150

10 min

End of Transaction

Regional Offices

20

AUTHENTICATION OF POLICE ELIGIBILITY Schedule of Availability of Service: Monday to Friday 8:00 a.m. to 5:00 p.m. Who may avail of the Service: Passers of the NAPOLCOM Entrance and Promotional Examination or their authorized representatives Requirements: Original or photocopy of Certificate of Eligibility Valid ID Authorization letter, if applicable How to Avail of the Service:
Step 1 Applicant/ Client Log in Agency Action Request and advise client to write name and proceed to concerned frontline service personnel Verify and validate the Report of Rating or Certificate of Eligibility from the Master list of successful examinees Receive payment official receipt and issue P50/ page of 5 min. Office /OPR Location Fee Duration 3 min.

Present original or photocopy of Report of Rating

15 min.

Pay to Cashier

Present OR

Prepare Eligibility

Certification

10 min

Review and certification Receive certification of Eligibility Release the eligibility

sign

the

certification

of

1 min.

End of Transaction

Regional Offices

21

FEEDBACK FORM

NATIONAL POLICE COMMISSION

www.napolcom.gov.ph

O r foremost concern is to give you customer focused and efficient

u

and quality frontline services. But to know what you want, we have to hear from you. May we request you, therefore, to accomplish this Clientele Service Feedback Form. It will just take less than a minute to fill out this form. Your response will be of value to us.

What services did you avail of at the NAPOLCOM?

General information on the Commission, e.g. laws, policies, mandate, organizational structure, etc. Verification/Follow-up of communications sent to the Commission, including status of payment to suppliers. Processing of application/follow-up for the following: Police Entrance and Promotional Examinations Examination Results/Report of Rating/ Certification Police benefit Claims/Pension checks/ Scholarship grant/ PTD/CDD Clearance of no pending case Filing of complaints against erring policemen. Legal Assistance Job Application Others (please specify) ______________________________________________________________________ __________ Please rate our services and personnel by checking the answer of your choice.
LEGEND: SA - Strongly Agree D - Disagree N - Neutral

A SD

- Agree - Strongly Disagree

SA A N D SD A. Staff Behavior 1. The counter personnel I approached (a) knows what he/she is doing (b) is courteous and accommodating 2. The Administrative Officer knows how to give instructions/directions.

SA A N D SD B. Services Rendered 1. I was attended to immediately. 2. I got the information I wanted. 3. I received the documents I requested on the scheduled date. 4. I saw no sign of unusual activity of anyone asking money in exchange of services. C. Facilities 1. There are adequate directions posted in the premises. 2. The comfort room looks and smells clean. 3. The office premises are clean and orderly. D. Security and Parking 1. The security officers aredoing their job very well. 2. I feel safe within the office premises. 3. I did not find any difficulty in parking my vehicle.

Any comments/suggestions __________________________________________________________________________ __________________________________________________________________________ _____________________________

OPTIONAL Please complete the information below in case we need to get in touch with you or you may want further assistance from us. Clients Name: ________________________________________ Contact Address: ______________________________________ _______________________________________________________ Tel. No.: ______________________________________________ Age: __________________________________________________ Date of Visit: __________________________________________ Office Visited: _________________________________________ Profession: ____________________________________________ Please check if respondent of this form is the: * Client * Clients companion * Visitor

Thus, this Clientele Service Feedback Form shall be retrieved by our staff. Thank you.

FEEDBACK AND REDRESS MECHANISM A ND ANTI-FIXER CAMPAIGN

FEEDBACK AND REDRESS MECHANISM We welcome any comments or suggestions to improve our services by: Accomplishing the feedback form provided by the security officer and dropping in the suggestion box at the Security Desk, Ground Floor. Send your feedback thru: electronic mail (e-mail) feedback@napolcom.gov.ph SMS TEXT: NAPOLCOM <space> FEEDBACK Your message or NAPOLCOM <space> COMMENT <space> Your message Globe/Touch Mobile 2256 Smart/Talk N Text - 6808 Sun - 2269

OU R ORGANIZATION

NATIONAL POLICE COMMISSION Commission Proper (1 Ex-Officio Chairman, 4 Regular Commissioners, 1 Ex-Officio Commissioner)

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DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT

National Appellate Board Secretariat

Planning and Research Service

Inspection, Monitoring & Investigation Service

Crime Prevention and Coordination Service

Financial Service

Installation and Logistics Service

Legal Affairs Service

Personnel and Administrative Service

Philippine National Police

19 Regional Appellate Boards

+++

17 Regional Offices

-o-o-o-oooooooo-o-o-o-o-o-o-o-

17 Regional Offices

NCR Police Office

PLEB Legal Counsels

Administrative Division

Technical Services Division

Provincial Offices/ City Police Offices

Regional Mobile Group

NCR District Offices

LEGEND: - - - - - - - - NAPOLCOM attached to DILG -o-o-o-o-o Coordinating and monitoring + + + + + Administrative supervision

City /Municipal Stations/ Precincts

City/ Municipal Stations

Section 6 Article 16 of the 1987 Philippine Constitution provides that the state shall establish and maintain one police force which shall be national in scope and civilian in character, to be administered and controlled by a national police commission. This constitutional provision was implemented through the enactment of Republic Act No. 6975 which took effect on January 2, 1991, establishing the Philippine National Police composed of the members of the Integrated National Police (INP) and the enlisted personnel of the Philippine Constabulary (PC). Republic Act No. 8551, otherwise known as the PNP Reform and Reorganization Act of 1998, further strengthened the Napolcom in its exercise of administration and control functions over the PNP. The NAPOLCOM is an attached agency to the DILG for purposes of program and policy coordination. It is a collegial body composed of a Chairman and four (4) regular Commissioners, one of whom is designated by the President of the Philippines as ViceChairman. The DILG Secretary is the Ex-Officio Chairman of the Commission and the Chief, PNP as ex-officio member. The Commission has seven (7) staff services in its central office and 17 regional offices nationwide as follows: 1. The Planning and Research Service (PRS) provides technical services to the Commission in areas of overall policy formulation, strategic and operational planning, management systems or procedures, evaluation and monitoring of the Commissions programs, projects and internal operations and conducts thorough research and analysis on social and economic conditions affecting peace and order in the country; 2. The Inspection, Monitoring and Investigation Service (IMIS) conducts continuous inspection and management audit of personnel, facilities and operations at all levels of command of the PNP; monitors the implementation of the Commissions programs and projects relative to law enforcement; and monitors and investigates police anomalies and irregularities; 3. The Crime Prevention and Coordination Service (CPCS) undertakes criminological researches and studies; formulates a national crime prevention plan; develops a crime prevention and information program; and provides editorial direction for all criminological researches and crime prevention publications. 4. The Installations and Logistics Service (ILS) reviews the Commissions plans and programs; formulates policies and procedures on the acquisition, inventory, control, distribution, maintenance and disposal of

supplies; oversees the implementation of programs on transportation facilities and installations and the procurement and maintenance of supplies and materials 5. The Legal Affairs Service (LAS) provides the Commission with efficient and effective service as legal counsel; drafts or studies contracts affecting the Commission and submits appropriate recommendations pertaining thereto, and renders legal opinions arising from the administration and operation of the Philippine National Police and the Commission; 6. The Personnel and Administrative Service (PAS) performs personnel functions for the Commission; administers the entrance and promotional examinations for policemen; provides the necessary services relating to records, correspondence, supplies, property and equipment, security and general services, and the maintenance and utilization of facilities; and provides services relating to manpower, career planning and development, personnel transactions and employee welfare; and 7. The Financial Service (FS) provides the Commission with staff advice and assistance on budgetary and financial matters including the overseeing of the processing and disbursement of funds pertaining to the scholarship program for surviving children of deceased and/or permanently incapacitated PNP personnel. The Commission has a formal administrative disciplinary appellate machinery consisting of the National Appellate Board (NAB) and the Regional Appellate Boards (RABs). The National Appellate Board decides cases on appeal from the decisions rendered by the Chief, PNP where the penalty imposed is demotion in rank or dismissal from the service. The Regional Appellate Boards (RABs) decide/resolve with finality all cases on appeal from decisions of the Peoples Law Enforcement Boards (PLEBs) and the PNP Regional Directors when the penalty imposed is forced resignation, demotion in rank or dismissal and those of Mayors in cases falling within their respective jurisdictions. The RABs also decide appeals from decision rendered by the Napolcom Regional Directors on claims for police benefits. In line with the governments program of bringing services closer to the people, the Commission operates in 17 Regional Offices which implement the overall policies and programs of the Commission. The regional offices likewise perform the function of adjudication of benefit claims.