THE PRESIDENTIAL MANAGEMENT STAFF

THE PRESIDENTIAL MANAGEMENT STAFF

CITIZEN’S CHARTER
2021
As of November 17, 2021
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I. Mandate

“The Presidential Management Staff (PMS) shall be the primary government

agency directly responsible to the Office of the President for providing staff
assistance in the Presidential exercise of overall management of the development
process.” (Executive Order No. 130 dated 30 January 1987, as amended)

II. Vision

A pillar of excellence and a resilient learning institution empowered by highly

competent public servants dedicated to serving the Presidency towards the
betterment of the Filipino people.

III. Mission

To assist the Presidency in uplifting the lives of all Filipinos through the facilitation
of Presidential priorities in accordance with the highest standards of Complete
Staff Work and service continuity

IV. Service Pledge

The PMS commits to:

A. Through the Office for Facilitation of Presidential Assistance (OFPA)

1. Facilitate the provision of medical assistance requested by indigent families or

those with exhausted or depleted resources.

2. Recommend, upon receipt of the complete documentary requirements, the

release of special financial assistance to the beneficiaries of the killed and
wounded combat operations personnel of the Armed Forces of the Philippines
(AFP) and the Philippine National Police (PNP).

3. Attend to the clients who personally appear at the PMS premises to submit their
requests for assistance, within the regular working hours, including lunch break.
1.1. Medical needs of indigent individuals who request Presidential
intervention;
1.2. Recommend the release of special financial assistance to the
beneficiaries of the killed and wounded Armed Forces of the Philippines
(AFP) and Philippine National Police (PNP) personnel in combat
operations upon receipt of complete documentary requirements; and

4. Attend to the general public or requesting parties who are within the premises
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 of the office prior to the end of official working hours and during lunch break.

B. Through the Building Administration and Transport Service (BATS) commits to:

1. Provide messengerial services for the PMS office/service at the Central Office,
such as: delivery and pick-up of documents, packages, parcels, mails and
pouches, and payment of utility bills and remittances.

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V. List of Services

PMS CENTRAL OFFICE

External Service
OFFICE FOR FACILITATION OF PRESIDENTIAL ASSISTANCE
Medical Assistance ............................................................................................... 5
Special Financial Assistance................................................................................. 8

Internal Service
BUILDING ADMINISTRATION AND TRANSPORT SERVICE
Provision of Messengerial
Services……………………………………………………………………….………....12

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 OFFICE FOR
FACILITATION OF
PRESIDENTIAL
ASSISTANCE
External Service

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THE OFPA MANDATE

The Office for Facilitation of Presidential Assistance (OFPA), which was created by
virtue of Agency Order no. 2021-001, merged two former PMS Offices - the Office for
Special Projects (OSP) and the Public Concerns Office (PCO). It subsumes the
functions of the OSP, which was then the office mandated to evaluate proposals from
stakeholders and the general public, and audit projects financed through the
President’s Social Fund (now known as the Socio-Civic Projects Fund or SCPF) and
other designated special funds, to ensure compliance with the terms of their funding
and the relevant laws, rules, and regulations.

SCHEDULE OF AVAILABILITY OF SERVICE

Monday to Friday - 9:00 AM to 6:00 PM

1. Medical Assistance
Medical assistance is extended to indigent patients and those with depleted or
exhausted resources, to augment assistance provided by the Philippine Charity
Sweepstakes Office (PCSO) and the PhilHealth.

Office of Division: Office for Facilitation of Presidential Assistance

Classification: Complex
Type of Transaction: G2C – Government to Citizen
Who may avail: All
Transaction Fee: None
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Personal letter-request addressed to the Prepared by the
Office of the President (OP), through the proponent/requesting
PMS, with the proponent’s complete name party
and signature, address, and contact
number/s (1 original)
2. Medical/Clinical Abstract signed by the
doctor with his/her license and professional
tax receipt numbers (1 original/certified
true copy)
3. (a) Price quotation for one month of Hospital/Dialysis center/
hemodialysis treatment with indication that Medicine supplier
the service provider is willing to accept
guarantee letter (GL) from the OP;

(b) Treatment protocol for chemotherapy

treatment with indication that the service
provider or medicine supplier is willing to
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 accept GL from the OP; or
(c) Latest statement of account for hospital
bill less deductions from the PhilHealth,
PCSO, and other assistance received, with
indication that the hospital is willing to
accept GL from the OP or the client issued
a promissory note for the unpaid bill (1
original/certified true copy)
4. Certification of PhilHealth benefits covered
for hemodialysis treatment
(1 original/certified true copy)
5. PCSO GL or index card/ledger on PCSO branch nearest to
assistance received (1 photocopy) the patient’s residence

PROCESSING PERSON
CLIENT STEPS AGENCY ACTION TIME RESPONSI
BLE
Submit letter request 1. Initial review of 20 minutes Staff, OFPA
together with the request for medical
necessary assistance during
documentary submission at the
requirements at the PMS Receiving
PMS Reception Area Area, including the
review of the
acceptability and
authenticity of the
documentary
requirements
1.1. For requests not 1 day Staff, OFPA
qualified for funding:
Coordinate with
appropriate
government agency
on the possible
accommodation of
request under the
agency’s
regular budget
1.2. If the agency can 1 day Staff, OFPA
accommodate the
request: Prepare
referral letter to
agency concerned

If the agency
cannot
accommodate
the request: Prepare
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 reply letter to the
proponent/
requesting party on
the matter
2. For requests 4 days Staff, OFPA
qualified for funding:
Prepare and submit
the recommendation
on the release of
financial
assistance

3. Recommend to the 1 day Director,

Office of the Special OFPA
Assistant to the
President (OSAP),
through the Office of
the PMS Head
(OPH) or its
designated oversight
official, the release
of financial
assistance from the
Socio-Civic Projects
Fund
(SCPF)
For
referral/
denial of
requests:
2 days,
TOTAL:
20 minutes

For
requests
for funding:
5 days,
20 minutes
Medical assistance qualified for multi-stage processing

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2. Special Financial Assistance (SFA)

SFA is provided to killed-in-action (KIA) / wounded-in-action (WIA) AFP and killed

in police operations (KIPO) / wounded in police operations (WIPO) PNP personnel
or their dependents or legal heirs.

Office of Division: Office for Facilitation of Presidential Assistance

Classification: Complex
Type of Transaction: G2G – Government to Government
Who may avail: KIA/WIA military and KIPO/WIPO police personnel
Transaction Fee: None
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For KIA/KIPO
1. After Police Operation/Investigation/ AFP/PNP
Spot Report (1 original/certified true
copy)
2. Death Certificate for KIPO/KIA (1 Philippine Statistics Authority
original)
3. Certificate of Legal Beneficiary (1 AFP/PNP
original)
4. Certificate of Legitimate Police Operation PNP
for KIPO with PNP Board Resolution
recommending grant of SFA
(1 original/certified true copy)
5. Bonafide Membership in AFP/PNP or AFP/PNP or Prepared by
photocopy of Police/Military ID (1 the proponent/requesting
original) party
For WIA/WIPO
1. After Police Operation/Investigation/Spot AFP/PNP
Report (1 original/certified true copy)
2. Medical Certificate from the PNP Health AFP/PNP
Service for WIPO or Major Chief Surgeon
for WIA (1 original)
3. Certificate of Legitimate Police Operation PNP
for KIPO with PNP Board Resolution
recommending grant of SFA (1
original/certified true copy)
4. Bonafide Membership in AFP/PNP or AFP/PNP or Prepared by the
photocopy of Police/Military ID (1 proponent/requesting party
original)

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 CLIENT PROCESSING PERSON
AGENCY ACTION TIME
STEPS RESPONSIBLE

Submit the 1. Interview the 20 Staff, OFPA

request for requesting party minutes
financial and review the
assistance, correctness and
including the completeness of
documentary the submitted
requirements documents at the
PMS Receiving
Area
2. Validate with the 2 days Staff, OFPA
AFP/PNP the
casualty report and
other pertinent
documents, as
necessary
3. Prepare and submit 3 days Staff, OFPA
the recommendation
on the release of
financial assistance

4. Recommend to the 1 day Director, OFPA

OSAP, through the
OPH or its
designated
oversight official,
the release of
financial assistance
TOTAL: 6 days,
20 minutes
SFA qualified for multi-stage processing.

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 VI. Feedback and Complaints
FEEDBACK AND COMPLAINTS MECHANISM
How to send a feedback?
How is feedback processed?
How to file complaints?
How are complaints processed?
Contact information of PMS, PMS-
LD, ARTA, Presidential Complaint
Center (PCC), and the Contact
Center ng Bayan (CCB)
 Answer the Client Satisfaction Survey
(CSS) form at the PMS Reception Area or
 Accomplish and return the CSS form
attached to PMS reply letters via email or
courier or online via QR code, subject to its
implementation
The Quality Assurance Team regularly
records all the feedback submitted at the
CSS Database.
Feedback requiring corrective action will be
subject to validation prior to the issuance of
a corrective action report.
The proponent may submit an affidavit of
complaint against an officer or staff of the
PMS and OFPA addressed to the PMS
Head at the PMS Reception Area/Lobby or
via email or courier.
The Office of the PMS Head shall endorse
complaints to the Legal Division (LD) for
investigation and disposition.
For any inquiries, you may call tel. no. (02)
8876-8450
PMS: ofpa@pms.gov.ph
(02) 8876-8450
PMS-LD: (02) 8876-8450 local 1034
ARTA: complaints@arta.gov.ph
(02) 8478-5093
PCC: pcc@malacanang.gov.ph
CCB: email@contactcenterngbayan.gov.ph
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 BUILDING
ADMINISTRATION AND
TRANSPORT SERVICE
Internal Service

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THE BUILDING ADMINISTRATION AND TRANSPORT SERVICE (BATS) MANDATE

Under Agency Order No. 2021-032, dated June 23, 2021, the BATS, through its Building
Administration Division (BAD), shall provide messengerial services for the PMS
offices/service units at the Central Office, such as: delivery and pick-up of documents,
packages, parcels, mails and pouches, and payment of utility bills and remittances.

1. Provision of Messengerial Services

Office of Division: Building Administration and Transport Service

Classification: Simple
Type of Transaction: Internal
Who may avail: PMS offices/services at the Central Office

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Messengerial Request Form PMS Intranet – Forms and Templates –
BATS – Messengerial Services Forms

CLIENT STEPS AGENCY ACTION FEES PROCESSING PERSON

TO BE TIME RESPONSIBLE
PAID
Request for  Accomplish the None 5 to 15 Concerned
delivery and Messengerial Request minutes PMS
pick-up of Form (MFR) for office/service
document, submission to the
packages, BATS:
parcels, mail, - Indicate the details of
and pouches, service required,
and payment of namely: type of
utility bills and service (delivery or
remittances pick-up of documents,
packages, parcels,
mails and pouches, or
payment of utility bills
and remittances);
name of
office/service; name
and signature of
authorized personnel;
date and time of
request submitted to
the BATS;
justification/instruction
if service requested is
rush.

 Sign request by the

authorized signatory of
the requesting office/
service

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  If payment is needed
(e.g., mailing, notary or
pouching fee), the
authorized personnel
of the requesting
office/service shall:
a) Prepare the Petty
Cash Voucher;
b) Secure the
signature of the
concerned officials
on the form;
c) Submit the
approved Petty
Cash Voucher to
the Special
Disbursing Officer
for the release of
cash advance; and
d) Turn-over the cash
to the Designated
Messengerial
Team Leader

Submit accomplished
MFR to the BATS-BAD
Record  The Designated None 5 minutes BATS-BAD
request/sort/route Messengerial Team
documents/ for Leader shall:
delivery/pick-up a) Record the
request in the
logbook;
b) Assign a
document tracking
number;
c) Sign the MRFs
and indicate the
date and time
when the
accomplished
form was
received;
d) Sort all requests
for delivery and
pick-up by areas;
and
e) Turn over the
documents,
packages,
parcels, mails and
pouches, or
pertinent
documents for the
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 payment of utility
bills and
remittances to the
assigned external
and internal
messengers for
appropriate
action.

Deliver/pick-up Deliver or pick up None 24-48 hours BATS-BAD

documents documents within twenty-
four (24) hours for rush
service and within forty-
eight (48) hours for
regular service

Record Sign the receiving copy None - Internal/External

delivery/pick up and indicate the date Clients
receipts/Proof of date and time of receipt
payment

Record  Record delivery/pick-up None 5 minutes BATS-BAD

delivery/pick up receipt
receipts/Proof of  Sort and return to the
payment requesting
office/service the
delivery/ receipt

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