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

FEES TO PROCESSING TIME PERSONS
BE PAID RESPONSIBLE

None 15 min. Technical Support
NIMD-KISS

None 5 min. Service Desk
NIMD-KISS

Complex 1 day & 15 min.

None 7 days, 4 hours &
15 min.
Highly Technical

he IT service/support requested which may last up to 7 working

03 of 236

DENR CENTR

Knowledge and In
(Internal and Ex

Page 10

RAL OFFICE

nformation System
xternal Services)

04 of 236

CITIZEN’S CHARTER NO. CO-KISS-03. PROVISIO

This process only includes ENR statistics readily availa
not readily available will be coordinated/referred to the office c

Office or Division: Statistics and Data Re

Systems Service (SDRM

Classification: Simple
Type of Transaction:
G2B – Government to B
G2C – Government to C
G2G – Government to G

Who may avail: Academe, researchers,

agencies

CHECKLIST OF REQUIREMENTS

Request Form (1 original)

CLIENT STEPS AGENCY ACTION

1. Fill out the Request 1. Receive and record the

Form. request

1.1. None 1.1. Assign to concerned
Sectoral Coordinator

1.2. None 1.2. Prepare the ENR
statistics requested and
submit to Assistant
Division Chief for review.

If data is unavailable,
coordinate with the
sector concerned to
check if requested ENR

Page 10

ON OF ENR STATISTICS (FOR WALK-IN CLIENTS)

able with SDRMD. ENR Statistics requested by clients that are
concerned.

esource Management Division-Knowledge and Information
MD-KISS), DENR Central Office

Business
Citizen
Government
, general public, business entities and other government

WHERE TO SECURE

SDRMD

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME Assistant Statistician
SDRMD-KISS
e Assistant Division Chief
SDRMD-KISS
None 5 min.
Sectoral Coordinator
d 5 min. SDRMD-KISS
None

R 2 days
d
t
.

None

05 of 236

CLIENT STEPS AGENCY ACTION
1.3. None
statistics is available
and request for a copy
for the client.
1.3. Review the information
prepared and submit to
Division Chief for
Approval.

1.4. None 1.4. Review and affix date
and signature on the
document.

1.5. None 1.5. Record and forward
requested data to client.
Provide survey form to
client.

2. Receive requested 2. Receive and file survey form
ENR statistics and fill
out survey form.

TOTAL:

Page 10

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

n 2 hours Assistant Division Chief
o SDRMD-KISS
r None
2 hours Division Chief
e SDRMD-KISS
e None
5 min. Assistant Statistician
d SDRMD-KISS
.
o None 5 min. Assistant Statistician
SDRMD-KISS
m
None 2 days, 4 hours & 20 min.

: None

06 of 236

DENR CENTR

Legal A
(Internal and Ex

Page 10

RAL OFFICE

Affairs
xternal Services)

07 of 236

CITIZEN’S CHARTER NO. CO-LAS-01. ISSUA
ADMINISTRATIVE CASE

This Certification serves as a proof whether a requ
administrative case filed against him/her in the Department itse
for the request is included in the Certification.

Office or Division: Internal Affairs Division-L
Classification: Simple*

Type of Transaction: Complex**

Who may avail: G2C - Government to Cit
G2G - Government to Go
Internal: All Regular/Perm
DENR Central, Regional,
and Regional Offices)

External: Heirs, Family M
CHECKLIST OF REQUIREMENTS
If BAR/Board Exam, Retirement/Leave, or any other reas
1. Accomplished form from IAD-LAS (1 original)

Additional if Application for Bond
2. Filled up Application Form for Bond (1 photocopy) or
3. Photocopy of the draft Special Order designating the

requesting party as Special Disbursing Officer (1
photocopy)
Additional if Travel Abroad
4. Travel Authority (1 photocopy) or
5. Invitation (1 photocopy)
Additional if Scholarship
6. Invitation (1 photocopy)

Page 10

ANCE OF CERTIFICATION OF NO PENDING

uesting employee or official of the DENR has a pending
elf based on records of the DENR Central Office. The purpose

Legal Affairs Service (IAD-LAS), DENR Central Office

tizen
overnment
manent, Casual and Contractual Employees and Officials of
, PENR and CENR Offices, and Bureaus (including Central

Members of Deceased DENR personnel
WHERE TO SECURE

son
Request for No Pending Administrative Case in the cubicle
of IAD-LAS
Requesting Party
Requesting Party

HRDS, DENR Central Office
Host country or sponsor
Host country or sponsor

08 of 236

CLIENT STEPS AGENCY ACTION

1. Get and accomplish 1. Receive the accomplished
request form, and form and the documentary
submit form together requirements.
with the documentary
requirements. 1.1. Check if the submitted
documentary requirements
1.1. None are complete and
compliant.
1.2. None
1.3. None 1.2. Record request in the
database of IAD personne
1.4. None
1.3. Verify the name of the
1.5. None Requesting Party in the
IAD-LAS
Inventory/Database of
Administrative Cases
whether the Requesting
Party has a pending
Administrative Case or
none.

1.4. Draft Certification indicatin
the result of the verification
and assign control number

1.5. Confirm the verification.

1.6. None 1.6. Review the draft
Certification, affix initials in
the Certification, and retur
the same to the
Administrative Assistant

Page 10

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None

s None 1 day Administrative Assistant or
el. None (simple) Records Officer
IAD-LAS
None 2 days
(complex)

ng 1 day Special Investigator II
n, None IAD-LAS
r.

None

n
rn None

09 of 236

CLIENT STEPS AGENCY ACTION
1.7. None
1.7. Receive the initialized draf
1.8. None Certification and print a
1.9. None final copy of the
Certification.

1.8. Forwards the draft and fina
copy of the Certification to
the Division Chief.

1.9. Review and sign the
Certification.

1.10. None 1.10. Affix date and dry seal to
1.11. None the Certification.
1.12. None
1.11. Update the record in the
1.13. None database.

2. Receive Certification 1.12. Inform the Requesting
and fill-out survey Party of the availability of
form. the Certification.

1.13. Release Certification to the
Requesting Party, and ask
for feedback on the service
Retain a hard copy of the
Certification.

2. Receive and file survey form.

TOTAL

*Simple = Records that don’t need confirmation from other off
**Complex = Records that shall need a confirmation from othe

Page 11

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME
Administrative Assistant
ft IAD-LAS

None

al
o None

None Division Chief, Assistant
None Division Chief, or Alternate

Authorized Person
IAD-LAS

None 1 day

None Administrative Assistant
IAD-LAS
e
k
e. None

None

L: None Simple 3 days
Complex 4 days

fices (e.g. Personnel or Records Management Division)

er offices

10 of 236

DENR CENTR

STRATEGIC COMMUNIC
(Internal and Ex

Page 11

RAL OFFICE

CATION AND INITIATIVES
xternal Services)

11 of 236

CITIZEN’S CHARTER NO. CO-SCIS-02. MEDIA RE

This process details the procedure for requests of me
projects, including environmental issues and other subject ma

Office or Division: Public Information Divisi

SCIS), DENR Central Off

Classification: Simple
Type of Transaction:
G2C – Government to C
G2B – Government to Bu
G2G – Government to Go

Who may avail: DENR beat reporters and

REQUIREMENTS

Request letter sent through the SCIS email ([email protected]

by fax, or request through phone call

CLIENT STEPS AGENCY ACTION

1. Request through phone 1. Receive request letter
call or request letter
interview on DENR a. If request is emailed, prin
policies, programs, out.
projects, including
environmental issues. b. If request is faxed,
photocopy.
Request letter should
be addressed to the c. If request is received
SCIS Director, emailed through a phone call, ask
to [email protected] for a letter request thru
sent thru fax at (02) email, or fill out the
8926-9805 indicating request form.
the above details and
Determine legitimacy of
media requesting the

Page 11

EQUEST FOR INTERVIEW OF DENR OFFICIALS

edia to interview DENR officials on DENR policies, programs,
atters within the mandate of the Department.

ion-Strategic Communication and Initiatives Service (PID-
fice

Citizen
usiness
overnment
d members of the media

WHERE TO SECURE
ph) or Requesting Party

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

nt

k None 20 min. Chief
PID-SCIS

12 of 236

CLIENT STEPS AGENCY ACTION

the following (if interview by asking the
applicable): following:

a. Preferred schedule a. Media
of interview network/organization of
client
b. Guide questions for
the interviewee b. Topic/subject matter to b
discussed
c. Format of interview
- taped, live, or c. Purpose of interview
phone-patch d. Program/ program host/

d. Schedule of airing airing schedule
of the story e. Preferred DENR resourc
including
station/network/time person to be interviewed

1.1. None 1.1. Prepare EDATS using
prescribed format and
submit to Chief, PID.

1.2. None 1.2. Initial the EDATS form
and endorse request to
Director, SCIS.

1.3. None 1.3. Approve request and sig
EDATS form.

1.4. None 1.4. Fax/email approved
EDATS form and reques
letter to concerned head
of office.

Page 11

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

be

ce 5 min. Admin. Assistant III
d 5 min. PID-SCIS
10 min.
None Chief
PID-SCIS
None
gn OIC-Director
SCIS
None
10 min. Public Relations Assistant
st PID-SCIS
d None

13 of 236

CLIENT STEPS AGENCY ACTION
1.5. None
1.5. Follow up request from
1.6. None concerned office.

1.6. Act on request through
any of the following:

a. Confirm the approval of
requested interview

b. If not available, request f
change in schedule and
other details, or

c. Assign alternate resourc
person.

1.7. None 1.7. Finalize arrangements fo
1.8. None the actual interview with
the resource person or
alternate.

1.8. Call up requesting media
and confirm arrangemen
made with the resource
person.

2. Confirm schedule and
venue of interview.

Page 11

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID
20 min. Public Relations Officer
None PID-SCIS

for None 1 hour Head of Office
ce DENR Central, Regional,
PENR and CENR Offices,

Bureaus and Attached
Agencies

or 10 min. Public Relations Officer
None 10 min. PID-SCIS

a Public Relations Officer
nts PID-SCIS

None

14 of 236

CLIENT STEPS AGENCY ACTION

3. Conduct the interview 3. If the venue is in DENR,
bring media to venue and
record the interview.

If the venue is outside
DENR (studio, other
location, etc.), assist
resource person to venue, if
needed.

If interview is aired live or
on scheduled date,
coordinate the monitoring
with Audio-Visual.

TOTA

Page 11

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

f None 1 day Public Relations Officer
r PID-SCIS

AL: None 1 day, 2 hours & 30 min.

15 of 236

CITIZEN’S CHARTER NO. CO-SCIS-03. LEND
MATERIALS

This process details the procedure in borrowing and re
the DENR Central Office Library by DENR employees and the

Office or Division: Library, Public Information Divisio

SCIS), DENR Central Office (Locat

Classification: Simple
Type of Transaction:
G2C – Government to Citizen
G2B – Government to Business
G2G – Government to Governmen

Who may avail: General public, All DENR officials a

offices (DENR Central and Regiona

REQUIREMENTS

Present any valid identification card

CLIENT STEPS AGENCY ACTION

1. Register in the 1. Provide the logbook to the
logbook of the requesting party.
DENR Library
Counter.

Page 11

DING OF LIBRARY REFERENCE/RESOURCE

eturning of books, journals and other reference materials from
e public.

on-Strategic Communication and Initiatives Service (PID-
ted at DENR Hostel Building)

nt
and employees (permanent, contract of service) from DENR
al, DENR Bureaus and Attached Agencies)

WHERE TO SECURE
Requesting Party

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 5 min. Librarian
PID-SCIS

16 of 236

CLIENT STEPS AGENCY ACTION

2. Inquire on 2. Determine availability of
availability of material/s
material/s related to
topic for research. 2.a. For available material/s,
retrieve material/s, instruct
researcher to log in name,
subject of research/
school/company/office in the
Library log-in sheet.

3. Borrow 2.b. For unavailable material/s,
reference/resource refer borrower to concerned
materials office/s.

3.a. For reference materials for
Library use only (8am-5pm
no lunch break), turn over
material/s to researcher.

Page 11

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None 30 min. Librarian
e 30 min. PID-SCIS

, Librarian
PID-SCIS
r
m,

None

17 of 236

CLIENT STEPS AGENCY ACTION
3.b. None
3.b. For material/s to be taken
3.1. None out of the library:

3.b.1. If researcher is a DENR
Central Office (CO)
employee

a. Fill out book card/s with name
date, office (division, section)

b. Remind employee that lending
period is three (3) working day
only

c. File accomplished book card

3.b.2. If researcher is non-
employee and wants to
photocopy materials,
request the following:

a. Valid ID
b. Contact number/s
c. Refundable deposit of P500

Companion stays or borrower
deposits a valuable item such as
mobile phone
3.1. Issue material to borrower.

Page 11

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

e, None 30 min. Librarian
PID-SCIS
g
ys

Php 500.00 30 min.
(Refundable)

None 15 min. Librarian
PID-SCIS

18 of 236

CLIENT STEPS AGENCY ACTION

4. Receive
reference/resource
materials.

For materials for 5. Retrieve material/s from
photocopying, researcher
borrowing is allowed
for a maximum of 5 5.a. If researcher is a DENR-CO
materials per batch employee, retrieve book car
and photocopying from file.
time of 2 hours.
5. Return borrowed
library
reference/resource
material/s.

5.a.1. For extended borrowing
period:

● Researcher fills out date an

signature in book card
● Turn over material/s to

researcher
● File book card

5.a.2. For non-extension of
borrowing period

Page 11

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

None

O
rd

None 15 min. Librarian
nd PID-SCIS

19 of 236

CLIENT STEPS AGENCY ACTION

● Indicate “Returned” across
researcher’s name in book
card

● Insert book card in book an
return book to shelf

5.b. If researcher is non-
employee

● Retrieve material/s from
researcher

● Return ID, P500 and
deposited valuable item/s t
researcher

● Return book to shelf

TOTA

Page 12

FEES TO PROCESSING PERSONS
RESPONSIBLE
BE PAID TIME

s

k

nd

to

AL: Php 500.00 2 hours & 35 min.
(refundable)

20 of 236

CITIZEN’S CHARTER NO. CO-SCIS-04. DISTRIBU

Development Communication Division produces envi
(IEC) materials that are available for internal and external use
video materials aims to fast-track the acquisition of these mat

Office or Division: Development Communication

(DCD-SCIS), DENR Central Of

Classification: Simple

Type of Transaction: G2C - Government to Citizens

G2G - Government to Governm

Who may avail: All Permanent, Casual and Con

PENR and CENR Offices, Bu

Attached Agencies, and Stakeh

CHECKLIST OF REQUIREMENTS

Request Form (1 original) D

CLIENT STEPS AGENCY ACTION F

1. Accomplish and submit 1. Receive the
request form accomplished form

1.1. None 1.1. Review the print /
video materials as
to the suitability of
the requestee
and/or the event

1.2. None 1.2. Determine
availability of the
requested print
materials

Page 12

UTION OF IEC MATERIALS

ironment-related information, education and communication
e. The Simplified Process Flow for the distribution of print and
terials by clients.

Division-Strategic Communication and Initiatives Service
ffice

ment
ntractual Personnel and Officials of DENR Central, Regional,
ureaus (including Central and Regional Offices), Head of
holders

WHERE TO SECURE
DCD-SCIS, 2nd Floor, DENR Central Office

FEES TO BE PROCESSING PERSONS
PAID TIME RESPONSIBLE
None Administrative Assistant II
1 min.
None DCD-SCIS

12 min. Administrative Assistant II
(print) DCD-SCIS

8 min.
(video)

None 5 min. OIC-Division Chief
DCD-SCIS

21 of 236

CLIENT STEPS AGENCY ACTION F

1.3. None 1.3. Record the
print/video materials
2. Receive requested in the logbook and
material and fill-out release the
survey form. requested material

2. Receive and file survey
form.

TOTAL:

Page 12

FEES TO BE PROCESSING PERSONS
RESPONSIBLE
PAID TIME

None 5 min. Administrative Assistant II
DCD-SCIS

None 1 minute Administrative Assistant II
None DCD-SCIS
Print
Video 24 min.
20 min.

22 of 236

DENR CENTR

STRATEGIC COMMUNIC
(Internal S

Page 12

RAL OFFICE

CATION AND INITIATIVES
Services)

23 of 236

CITIZEN’S CHARTER NO. CO-SCIS-01. REQUEST

This process details the procedure in event coverage in
media up to the time it is communicated or sent out to DENR b
The Public Information Division (PID) disseminates media ma

Office or Division: Public Information Division-St

DENR Central Office

Classification: Simple

Complex

Type of Transaction: G2G - Government to Governm

Who may avail: Bureaus

REQUIREMENTS

 Request through phone call, or

 Request through memo (1 copy)

CLIENT STEPS AGENCY ACTION

1. Request for event 1. Receive and review request
Encode in E-DATS or
coverage through logbook. Forward to Chief,
PID
memo or phone call.
1.1. Receive and review
1.1. None request. Assign to staff
writer
1.2. None
1.2. Prepare media advisory
and email to DENR beat
reporters.

1.2.1. Cover the event (within o
outside Metro Manila).

Page 12

T FOR EVENT COVERAGE

ncluding drafting a news story, photo release, and invitation to
beat reporters and the DENR Regional Public Affairs Officers.
aterials following approval from the concerned DENR offices.

trategic Communication and Initiatives Service (PID-SCIS),

ment

WHERE TO SECURE
Requesting Party

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

t.

None 5 min. Public Relations Assistant
PID-SCIS

None 5 min. Chief
PID-SCIS

t 1 day & 3 Assigned staff writer
None hours PID-SCIS

or

24 of 236

CLIENT STEPS AGENCY ACTION
1.3. None
Draft the news story and
1.4. None email to Chief, PID
1.5. None 1.3. Review submitted draft.
1.6. None Make revisions if
necessary. Coordinate
with staff writing for
clarifications, if any. Ema
to editor-consultant.
1.4. Finalize article using
prescribed template and
email to Chief, PID.

1.5. Transmit draft story to
Director, SCIS for review

1.6. Review draft story.
Forward to supervising
Undersecretary for
clearance if story is
sensitive or controversia

If not sensitive or
controversial, forward to
Chief, PID for release

Page 12

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

d

None 2 days Chief
ail PID-SCIS
30 min.
d None 10 min. Assigned staff writer
PID-SCIS
w None
Chief
PID-SCIS

al. None 2 hours Director
o SCIS

25 of 236

CLIENT STEPS AGENCY ACTION
1.7. None
1.7. If sensitive or
1.8. None controversial, review dra
1.9. None story. Otherwise, procee
to next step.
1.10. None
If approved, forward to
Director, SCIS for releas

1.8. Forward to Chief, PID

1.9. Upon approval of the
article, schedule its
release to media and
email e-copy to DENR
Web Super Administrato
with instructions on
schedule of release.
Furnish copy to requesti
bureaus.

1.10. Print out approved versio
of article, log title of new
article and schedule of
release

Page 12

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID
Supervising
aft 1 day Undersecretary
ed DENR Central Office

None Director
SCIS
se. 2 hours
None

or None 10 min. Chief
PID-SCIS
ing
on 10 min. Administrative Assistant III
ws None PID-SCIS

26 of 236

CLIENT STEPS AGENCY ACTION

1.11. None 1.11. Receive email and print
copy of news article.

Email approved news
article to DENR beat
reporters and Regional
Public Affairs Officers.

2. Receive story from Post approved news
DENR and release by article on DENR website
various means of media as per schedule.
e.g. social media,
official website TOTA

Page 12

FEES PROCESSING PERSONS
TO BE TIME RESPONSIBLE
PAID

None 30 min. Web Super Administrator
PID-SCIS

e

AL: None 5 days & 40 min.

27 of 236

DENR CENTR

STRATEGIC COMMUNIC
(External

Page 12