DENR Citizen's Charter (2020, 4th Edition)

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME
Assistant Secretary
d HRDLA

el

r.

e None 10 min.

or

al 10 min. Administrative Officer IV /
al Administrative Assistant III

None PD-HRDS

L: None 1 hour

8 of 236

CITIZEN’S CHARTER NO. CO-HRDS-02. ISSUAN
PRACTICE OF PROFESSION

This Authority is issued to authorize the DENR employe
in accordance with Section 18 of CSC Memorandum Circular
to CSC MC No. 40, s. 1998), and R.A. 6713. The Authorizatio

Office or Division: Personnel Division-Hum
Central Office
Classification: Complex
Type of Transaction: G2G - Government to Go
Who may avail: Plantilla appointees/Emp

CHECKLIST OF REQUIREMENTS

1. Letter request (1 Original)

2. Endorsement from Head of Office/Regional Executive Dir
Original)

Additional If Request is Authority to Teach
3. Certification from the School with Class Schedule (1 Orig

CLIENT STEPS AGENCY ACTION

1. Submit request for 1. Receive request, review
Authority to engage in completeness of supporting
limited Practice of documents.
Profession

1.1. None 1.1 Prepare memorandum
endorsing request to the
concerned Undersecretary
together with the draft
Authority, affix initials, and

Page 79

NCE OF AUTHORITY TO ENGAGE IN LIMITED

ee or official to engage in private (limited) practice of profession
(MC) No. 15, s.1999 (Additional Provisions and Amendments
on shall be renewed annually.

man Resource Development Service (PD-HRDS), DENR

overnment
ployees in the DENR

WHERE TO SECURE
Requesting employee

rector (1 Head of Office/ Regional Executive Director

ginal) Concerned school

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 20 min. Administrative Officer V
PD-HRDS

9 of 236

CLIENT STEPS AGENCY ACTION
1.2. None
1.3. None forward the same to the
1.4. None Chief, PD-HRDS.
1.2 Evaluate request and
1.5. None review draft transmittal and
1.6. None Authority. Affix initials if in
order, and forward
documents to the Director,
HRDS.
1.3 Review and evaluate
documents. Affix initials if in
order, and forward the
same to the Assistant
Secretary for HRDLA.

1.4 Review and evaluate
documents. Sign transmittal
memo if in order, affix
initials on the draft
Authority, and forward
documents to the
concerned Undersecretary.

1.5 Review and evaluate
documents. Sign Authority
if in order and forward
documents to the
Personnel Division.

1.6 Send signed Authority
through Records
Management Division

Page 80

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 1 day Chief
1 day PD-HRDS
None
l Director
HRDS
None
Assistant Secretary
HRDLA

None 3 days Undersecretary
1 day AFHRIS
None
0 of 236 Administrative Officer V
PD-HRDS

CLIENT STEPS AGENCY ACTION
(through registered mail if
2. Receive approved the requesting party is from
Authority. Regional, CENR, or PENR
Office).

TOTAL:

Page 81

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME Administrative

Officer/Staff
RMD-AS

: None 6 days & 20 min.

1 of 236

CITIZEN’S CHARTER NO. CO-HRDS-03. APPROV

All GSIS members in the DENR Central Office who me

Office or Division: Personnel Division-Hum

Central Office

Classification: Simple

Type of Transaction: G2G - Government to Go

Who may avail: Plantilla appointees/Empl

CHECKLIST OF REQUIREMENTS

None

CLIENT STEPS AGENCY ACTION

1. Apply first using the 1. Agency authorized officers
GSIS UMID card (AAOs) will check if there
through GSIS Wireless are applications for GSIS
Automated Processing Loan by logging in using
System (GWAPS) their account in the
kiosks, located in all GWAPS Site:
GSIS branches, cert.gsis.gov.ph, daily and
selected government from time to time.
agencies.
1.1. The AAOs will record in
2. the logbook, the
3. *The Requesting party application(s) for GSIS
loan listed in the
may also personally GWAPS Site.
notify the AAOs of
their application.
1.1. None

Page 82

VAL OF GSIS LOAN APPLICATION

et the requirements of the GSIS can apply a Loan.
man Resource Development Service (PD-HRDS), DENR

overnment
loyees in the DENR

WHERE TO SECURE
None

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 20 min. Supervising Administrative
Officer

or

(Administrative Officer V)
PD-HRDS

2 of 236

CLIENT STEPS AGENCY ACTION
1.2. None
Information such
Application Name,
GSIS ID/BP Number,
Loan Type, Loan Term,
and other details as
may be deemed
necessary, shall be
recorded in said
logbook.
1.2. The AAOs will check
manually using the
Payroll and other
record of the personnel
division of the profile of
the Requesting Party,
whether the following
standards are met:

a. That the net take home
pay of the requesting
party is sufficient to
cover the regular
monthly amortization of
loan applied;

b. That loan borrowers are
in active service;

c. That loan borrowers
have no pending
administrative case

Page 83

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None
e
3 of 236

CLIENT STEPS AGENCY ACTION

and/or criminal charge;
and
d. That in case of
separation from the
service, the agency
shall make the final
payment to members
only after clearance is
obtained from GSIS.

2. The Requesting Party 2. If the above stated

wait for a text message standards are met, AAOs

from GSIS notifying will approve the application

them on the status of in the GWAPS site using

their loan application their account.

*GWAPS will automatically
generate the application. A
notification message will
be sent to the requesting
party through SMS
informing them on the
status of their loan
application which will be
done by the GSIS.

TOTAL:

Page 84

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 20 min.
: None
4 of 236

CITIZEN’S CHARTER NO. CO-HRDS-04. ISSUAN
COMPENSATION

This certification is issued to authenticate the employm

Office or Division: Personnel Division-Hum

Central Office

Classification: Simple

Type of Transaction: G2G - Government to Go

Who may avail: Plantilla appointees/Empl

CHECKLIST OF REQUIREMENTS

None

CLIENT STEPS AGENCY ACTION

1. Request for 1. Check if the entered data in th

Certification and enter information sheet is complet
necessary information Retrieve the employee’s servic

in the logbook/ card and copy of payroll. The

information sheet of prepare and print th

the HRDS. Certification. Submit this

Section Chief for review.

1.1. None 1.1 Review the Certification, af

initials and submit th

Certification to the Personn

Division Chief.

1.2. None 1.2 Review the Certification, sig

it and forward the same to th

Administrative Assistant f

releasing.

Page 85

NCE OF CERTIFICATE OF EMPLOYMENT AND

ment and compensation of the employee.
man Resource Development Service (PD-HRDS), DENR

overnment
loyees in the DENR

WHERE TO SECURE
None

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

he

te.
ce Administrative Assistant/

en None 15 min. Administrative Officer

he PD-HRDS

to

ffix

he None 15 min. Administrative Officer V
nel PD-HRDS

gn

he None 15 min. Chief, Personnel Division
for PD-HRDS

5 of 236

CLIENT STEPS AGENCY ACTION

2. None 2. Release Certification, take th

file copy and other attachment
and file this in the employee

201 records.

3. Receive the

Certification on the

File Copy.

TOTA

Page 86

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

he Administrative Assistant/
Administrative Officer
ts, None 15 min. PD-HRDS
e’s

AL: None 1 hour

6 of 236

CITIZEN’S CHARTER NO. CO-HRDS-05. ISSUANC

This is issued to certify the actual service rendered of t
with E.O. 54 dated August 10, 1954.

Office or Division: Personnel Division-Huma

Central Office

Classification: Simple

Type of Transaction: G2G - Government to Gov

Who may avail: Plantilla appointees/Emplo

CHECKLIST OF REQUIREMENTS

None

CLIENT STEPS AGENCY ACTION

1. Employee/Authorized 1. Check if the entered data

staff of Official in the information sheet is

requests for Service complete. Retrieve the
Record and enter employee’s/official’s

necessary information service card. Prepare and

to the print the Service Record.

logbook/information Then, submit this for

sheet of the HRDS for review of Section Chief.

such request.

1.1. None 1.1 Review the Service
Record and affix initials
and submit to the Chief
of Personnel Division.

Page 87

CE OF SERVICE RECORD

the employee in the government service and in compliance

an Resource Development Service (PD-HRDS), DENR

vernment
oyees in the DENR

WHERE TO SECURE
None

FEES TO BE PROCESSING PERSONS
RESPONSIBLE
PAID TIME

None 15 min. Administrative Assistant/
Administrative Officer
PD-HRDS

None 15 min. Administrative Officer V
PD-HRDS

7 of 236

CLIENT STEPS AGENCY ACTION
1.2. None
1.2 Review the Service
Record and sign it.
Then, forward the same
to the Administrative
Assistant for releasing.

1.3. None 1.3 Release Certification

and take the file copy

and file this in the

employee’s 201

records.

2. Receive the

Certification and affix

signature on the File

Copy as proof of

receipt.

TOTAL:

Note:
*For rank-and-file employees, approving authority is Ch
*For Third Level employees, the recommending autho
the Director for HRDS.

Page 88

FEES TO BE PROCESSING PERSONS
RESPONSIBLE
PAID TIME
Chief*
None PD-HRDS

30 min. Director*
HRDS

None Administrative Assistant/
Administrative Officer
PD-HRDS

None 1 hour

hief of Personnel Division.
ority is Chief of Personnel Division and approving authority is

8 of 236

CITIZEN’S CHARTER NO. CO-HRDS-06. APPLICA

All DENR Central Office employees/official may opt to

Branch.

Office or Division: Personnel Division-Hum

Central Office

Classification: Simple

Type of Transaction: G2G – Government to Go

Who may avail: Plantilla appointees/Empl

CHECKLIST OF REQUIREMENTS

1. Application Form (1 Original and Notarized)

2. Application for Credit Life Insurance Coverage (1

Original)

3. Pay Slip (1 Certified Photocopy)

4. Certificate of No Pending Admin. Case (1 Original)

5. Certificate of No filed Retirement Application (1

Original)

6. Valid ID (2 Certified Photocopy)

CLIENT STEPS AGENCY ACTION

1. Proceed to the 1. Receive and record req
Personnel Division and Check if filled out forms a
fill out request order.
application for Land
Bank Mobile Saver 1.1. Validate information
forms. record (position, net
home pay for the cu
1.1. None

Page 89

ATION FOR LAND BANK LOAN SAVER

o loan through Land Bank Loan Saver under North Avenue

man Resource Development Service (PD-HRDS), DENR

overnment
loyees in the DENR

WHERE TO SECURE
Personnel Division
Personnel Division

Personnel Division (certified by Accounting Division)
Internal Affairs Division, Legal Affairs Service
Personnel Division

Requesting Party

FEES TO PROCESSING PERSONS
BE PAID TIME RESPONSIBLE

quest.
are in

None 10 min. Administrative
Assistant V
PD-HRDS

n on
t take
urrent

9 of 236

CLIENT STEPS AGENCY ACTION
1.2. None
1.3. None month, mobile num
etc.).
1.4. None
The Net take home p

the current month o

Requesting Party mu

be less than Php 5,00

1.2. Prepare Memoran

White List and CD

transmittal (If request

order and forms pro

filled out).

1.3. Check if documents a

order and affix initia

the Memorandum

transmittal to the

Bank of the Philip

(LBP) North Av

Branch. Fo

documents to the Ch

Personnel Division.

1.4. Check if documents a

order and affix initia

Memorandum

transmittal to the

Bank of the Philip

(LBP) North Av

Branch. Forward the

to the Director, HRDS

Page 90

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

mber,

pay for None 10 min.
of the None 10 min.
ust not None
00.00. 10 min. Chief, Personnel
ndum, Division
D for
t is in PD-HRDS
operly

are in
als on

for
Land
ppines
venue
orward
hief of

are in
als on

for
Land
ppines
venue
same
S.

0 of 236

CLIENT STEPS AGENCY ACTION
1.5. None
1.5. Sign transmittal lett
1.6. None Land Bank of
Philippines (LBP)
2. Receive text message Avenue Branch,
from designated LBP forward the documen
network on details of the Administ
action on loan Assistant for releasing
application.
1.6. Receive, check and r
Memorandum in
logbook and hand car
same Memorandum,
White List to the LBP
Avenue Branch.

TO

Page 91

ter to FEES TO PROCESSING PERSONS
the BE PAID TIME RESPONSIBLE
10 min.
North None Director
and 1 hour HRDS
None
nts to Administrative
trative Assistant V
g. PD-HRDS
record
office
rry the
, CD/
North

OTAL: None 1 hour & 50 min.

1 of 236

CHARTER NO. CO-HRDS-07. APPLICATION FO
AUTHORITY FOR STUDY TRIPS

Issuance of Nomination and Travel Authority is done i
administrative issuances by the Office of the President over th

The Travel Authority is an official document that grants
country, while the Nomination Letter informs the sponsoring
represent the office.

Office or Division: Career Development Divisio

DENR Central Office

Classification: Highly Technical

Type of Transaction: G2G-Government to Govern

Who may Avail of the All Permanent Employees a

Service: Offices, Bureaus (including C

Checklist of requirements

1. Memorandum addressed to the Chair of the Human Reso

Development Committee (HRDC) attention: HRDC Secre

endorsed by Head of Office with justification on how the t

complies with minimum criteria for travel pursuant to EO

other DENR requirements. Division Chief and above mus

concurred by supervising ASec and USec (1 original copy

2. Resolution from HRDC counterpart (Region/Bureau/Attac

Agency) nominating the applicant (1 original copy)

3. Invitation letter disseminated by the DENR/sponsoring ag

original/printed/photocopy)

4. Nomination letter from the head of agency and acceptanc

the sponsoring agency (if applicable) (1 original copy)

5. Service Record; (1 original copy)

6. Certificate of No Pending Administrative Case (1 original

Page 92

OR ISSUANCE OF NOMINATION AND TRAVEL

in compliance with Executive Order No. 77, as well as other
he past decades.

s government employees the permission to travel outside the
g agencies/organizations who is authorized to participate or

on-Human Resource Development Service (CDD-HRDS),

nment

and Officials of DENR Central, Regional, PENR and CENR

Central and Regional Offices) and Attached Agencies

Where to secure

ource  Head of Office where applicant is reporting

etariat, for duty

travel Office of the supervising USEC/ASEC

77 and

st be

y)

ched  Central Office/Region/Bureau/Attached

Agency nominating the applicant

gency (1  DENR Central Office

 Sponsoring Organization/ Agency

ce from  Head of Agency (Nomination)

Sponsoring Agency (Acceptance)

 Personnel Division and its counterparts in

the Region/Bureau/Attached Agency

copy)  Legal Division/Authorized signatory

2 of 236

7. Certification from the Director supervising Human
Resources/Assistant Regional Director for Management
Service/Assistant Director (Region/Bureau/Attached Agen
stating: (1 original copy)
a. That the applicant has no pending scholarship nom
b. That the nominee has not been a delinquent schol
previous scholarship grant; and
c. That the nominee has submitted all the required re
from previous foreign travels

8. Updated Personal Data Sheet with work experience shee
signed by authorized person administering Oath (1 origin

9. Self-certification of official travel history (1 original copy)

CLIENT STEPS AGENCY ACTION

1. Submit request to CDD 1. Receive the foreign scholar
with complete application, assess the
documentary completeness of the
requirements. documentary requirements
attach a checklist.

1.1. None Applications with incomple
documentary requirements
be returned to the applican
concerned office with attac
checklist.
1.1. Conduct initial evaluatio

the application documen

1.2. None 1.2. Prepares the draft CSW
(PowerPoint presentatio
Notice of Meeting for th

Page 93

 Director supervising Human
Resources/Assistant Regional Director for

ncy) Management Service/Assistant Director
(Region/Bureau/Attached Agency)

mination;
lar from a

eports

et, duly  Requesting Party
nal copy)  Requesting Party

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

rship

s and None 10 min. Staff
None CDD-HRDS
ete 50 min.
s will 3 days & 5 Chief/In-Charge,
nt/ Action Officer
ched hours CDD-HRDS
Action Officer
on of CDD-HRDS
nts.

W
on, None
he

3 of 236

CLIENT STEPS AGENCY ACTION

1.3. None DENR Human Resourc
1.4. None Development Committe
1.5. None (HRDC) members, and
1.6. None Resolution among other
applications to be evalu
1.7. None during the HRDC Meeti
1.3. Review and comment fu
action on the CSW.

1.4. Deliberate on the
applications/requests
presented by the HRDC
Secretariat.

1.5. Print the final draft of
resolution for HRDC
members to sign if there
no further revisions.

1.6. Prepare the minutes of
meeting of the DENR
Scholarship Committee
while the CDD Action O
prepares the Covering
Memorandum, Nominat
letter, and the Memoran
for disapproved request
based on the result of th
HRDC meeting.

1.7. Perform final review and
initial in the prepared
Covering Memorandum
Nomination letter and th

Page 94

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME
Chief/In-Charge
ce CDD-HRDS

ee

rs) for
uated
ing.
urther

None 2 hours

C None 1 day HRDC Committee
HRDC Secretariat

e are None 30 min. HRDC Secretariat
1 hour
the 2 hours HRDC Secretariat
Action Officer
e, None CDD-HRDS
Officer
Chief/In-Charge
tion CDD-HRDS
ndum
ts
he

d affix None

m,
he

4 of 236

CLIENT STEPS AGENCY ACTION
1.8. None
1.9. None Memorandum for
disapproved requests, t
forward them to the rele
officer.
1.8. Affix initial in the prepar
Covering Memorandum
Nomination letter, and s
the Memorandum for
disapproved requests.
1.9. Sign the prepared Cove
Memorandum, and affix
in the Nomination letter.

1.10. None 1.10. Sign the Nomination let

2. Receive a copy of the (A copy of the nominatio
nomination letter. letter is sent to the appl

3. Provide HRDC 3. Receive the copy of the
Secretariat a copy of Acceptance Letter and forw
the acceptance letter to the CDD Action Officer.
from the Sponsoring
Agency/Organizer. 1.1. Draft Covering Memora
and Travel Authority. Pr
3.1. None Scholarship Obligation
Contract.

Page 95

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME
Director
then HRDS
easing

red None 1 day
m,
sign

ering None 1 day Assistant Secretary
x initial supervising HRDS
.

tter. None 3 days Undersecretary
supervising HRDS
on
licant.)

ward it Staff
CDD-HRDS
None 2 days
1 hour Action Officer
andum CDD-HRDS
repare

None

5 of 236

CLIENT STEPS AGENCY ACTION
3.2. None
1.2. Perform final review, an
1.3. None affix initial to the Coveri
Memorandum, Travel
Authority and Service
Obligation Contract.

3.3. Sign the Covering
Memorandum and Serv
Obligation Contract, and
initial in the Travel Auth

3.4. None 1.4. Sign the Travel Authorit
The staff under the Offic
the Secretary shall relea
to HRDS.

1.5. None 3.5. Release signed copies

documents to concerne

parties and furnish a co

the documents to the

concerned office.

4. Receive signed copy of

the documents.

TO

Page 96

FEES TO PROCESSING PERSONS

BE PAID TIME RESPONSIBLE

nd

ing Chief/In-Charge
CDD-HRDS
None 2 hours

vice None 2 days Undersecretary
d affix None 5 days supervising HRDS
hority.
Secretary
ty. DENR
ce of
ase it

of the None 5 min. Staff
ed CDD-HRDS
opy of

OTAL: None 19 days, 6 hours & 35 min.
None

6 of 236

DENR CENTR

Knowledge and In
(Internal S

Page 97

RAL OFFICE

nformation System
Services)

7 of 236

CITIZEN’S CHARTER NO. CO-KISS-01. APPROV
DEVELOPMENT

This service shows the procedures on the approval o
activities from the review and evaluation of request of informa
party on the result of evaluation.

Office or Division: Information Systems Division-K

DENR Central Office

Classification: Highly Technical

Type of Transaction: G2G - Government to Governm

Who may avail: DENR Central Office, Regional

CHECKLIST OF REQUIREMENTS

1. Memo Request (1 original)

2. Other documents may be required depending on the requ

for Information System

CLIENT STEPS AGENCY ACTION

1. Get and accomplish 1. Receive and record the mem
memo request, and request and documentary
submit form together requirements.
with documentary
requirements. 1.1. Review request/s and
assign a team for
1.1. None evaluation.

1.2. None 1.2. Conduct Systems
Analysis/evaluation.

Page 98

VAL OF REQUEST FOR INFORMATION SYSTEM

of request for information system development. It covers the
ation system development to the notification of the requesting

Knowledge and Information Systems Service (ISD-KISS),

ment
l Offices, PENROs, CENROs, and Staff Bureaus

WHERE TO SECURE
Requesting Party
uest Requesting Party

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

mo Sr. Administrative Assistant

None 5 min. I / Records Management
Assistant

ISD-KISS

None 30 min. Division Chief
None 3 days ISD-KISS

Evaluation Team*
ISD-KISS

8 of 236

CLIENT STEPS AGENCY ACTION

1.3. None 1.4. Set initial meeting with th
requesting office based o
2. Receive notice the availability of the
meeting. requesting party.

2.1. None of 3. Conduct meeting with
requesting party.
2.2. None
2.1. Prepare and Subm

Systems

Analysis/evaluation repo

to Division Chief.

2.2. Review System

Analysis/evaluation repor

Coordinate with th
evaluation team if there a
comments, clarifications
queries.

2.3. None Otherwise, forward to
Director, KISS for
approval.
2.3. Review evaluation report

Coordinate with ISD if
there are comments,
clarifications or queries.

If there are no comments
or the comments are
already clarified, forward

Page 99

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID
Evaluation Team
he ISD-KISS

on None Evaluation Team
ISD-KISS
1 day
Division Chief
None 3 days ISD-KISS

mit Director
ort None KISS

ms 1 day
rt. (without
comment)
he
are 2 days
(with
or None comment)

t. 1 day
(without
None comment)
s
d 5 days
9 of 236 (with
comment)

CLIENT STEPS AGENCY ACTION

2.4. None to ISD for the preparation
2.5. None of memorandum for/to th
2.6. None requesting Office.
2.4. Prepare memorandum f
the requesting party.

2.5. Initial on the memorandu
and forward to Directo
KISS.

2.6. Sign memorandum.

2.7. None 2.7. Forward memorandum
requesting party.
3. Receive
memorandum. TOTA

*Evaluation Team:

1. Administrative Assistant III
2. Information Technology Officers II & III
3. Information Systems Analysts II & III
4. Computer Programmers II & III

Page 10

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

n

he

for 1 day Evaluation Team
None ISD-KISS
1 day
um 15 min. Division Chief
or, None ISD-KISS

None Director
to KISS

None Receiving/Releasing Clerk
KISS
None
Without Comment 11 days & 50 min.**
AL: None With Comment 16 days & 50 min. **

**Turnaround time depends on the complexity of the
Information System requested.

00 of 236

CITIZEN’S CHARTER NO. CO-KISS-02. IT TECHNI

This support serves as a proof in undertaking reques
needs IT assistance.

Office or Division: Network Infrastructure M

Service (NIMD-KISS), DE

Classification: Complex*

Highly Technical*

Type of Transaction: G2G - Government to Go

Who may avail: All Permanent, Casual a

Office

CHECKLIST OF REQUIREMENTS

Incident Form or Accomplished Request Form (1 original) N

CLIENT STEPS AGENCY ACTION
1. Call IT Service Desk /
1. Verify name, office and
Email / or approach location of the end-user.
and submit to NIMD
personnel the 1.1. Gather details of the
accomplished request request and provide
form. support or give
1.1. None suggestions and
prepares service ticket
1.1.1. None number and provide to
end-user.

1.1.1. If necessary, forward
to Tech Support for
next level of support

Page 10

ICAL SUPPORT

sts of personnel located within the DENR Central Office that

Management Division-Knowledge and Information Systems
ENR Central Office

overnment
and Contractual Personnel and Officials of DENR Central

WHERE TO SECURE
NIMD, DENR Central Office

FEES TO PROCESSING TIME PERSONS
BE PAID RESPONSIBLE

None 5 min. Service Desk
NIMD-KISS

None 15 min. Service Desk
10 min. NIMD-KISS
None
01 of 236 Service Desk
NIMD-KISS

CLIENT STEPS AGENCY ACTION
1.2. None
or if onsite support is
1.2.1. None needed.
1.2.2. None 1.2. Tech Support staff will
1.2.3. None call back end-user for
verification or check
1.3. None the status/condition of
the reported issue on
the physical location.

1.2.1. Escalate problems
(when required) to the
appropriately
experienced
technician

1.2.2. Verify the steps taken
and apply/make
changes required on
the issue.

1.2.3. When needed)

Reported concerns will

be forwarded to Chief,

NIMD for final

recommendations and

approval

1.3. Apply necessary steps
to solve the issue, and
confirm with end-user
by acknowledging the
incident ticket. Ask

Page 10

FEES TO PROCESSING TIME PERSONS
BE PAID RESPONSIBLE

None 2 hours Technical Support
NIMD-KISS

None 15 min. Technical Support
None 1 hour NIMD-KISS

Escalation Support
NIMD-KISS

None 10 min. Division Chief
NIMD-KISS
None
02 of 236 4 hours* Technical Support
(complex) NIMD-KISS

7 working days*
(highly technical)

CLIENT STEPS AGENCY ACTION

2. Acknowledge incident end-user for feedback
form and provide on the service.
survey feedback. 2. Receive the incident form
and return the form to the
service desk for filing.

2.1. None 2.1. Service Desk will close
ticket and file incident
form.

TOTAL:

*Classification and service duration may vary depending on th
days for complete process.

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