PREFACE

This Citizens Charter is set in compliance with the Anti-Red Tape Act of 2007 or Republic Act No. 9485. It provides the different frontline services of the College, stating among others, the procedures, responsible personnel and requirements for its availment. It aims to effect faster and easier transactions and in the end to improve the delivery of service.

TABLE OF CONTENTS
Page Philosophy, Vision, Mission & Goals Feedback Mechanisms Service Pledge FRONTLINE SERVICES Registrars Office Issuance of Transcript of Records Issuance of Diploma or Proficiency Certificates Verification of Units Earned Issuance of Certifications Records Verification/Background Check Records Authentication Assessment Office Assessment of School Fees Issuance of Clearance Issuance of Certification on Assessed School Fees Library Services Registration for and Issuance of Library Card Book Loaning Library Orientation Cashiers Office Collection of payments of tuition, school fees etc. Feedback Form 17 18 14 15 16 11 12 13 5 6 7 8 9 10 1-2 3 4

PHILOSOPHY
The Zamboanga City State Polytechnic College shall bring out the best of what is to be human and shall develop the full potentials and capabilities for the empowerment of the nations human resources.

VISION
A premier institution of higher learning in arts, science, technology, maritime, teacher-education and other related fields. Primera alta de saber de artes, ciencias y tecnologia, maritima, educaciones de maestros y otros relatao linias de saber.

MISSION
Provide effective and efficient services through advanced technological studies and researches for the empowerment of the nations human resources. Mantene el effeciente y effectivo servicio na advante tecnologico studios y investigacion para el fortalicimiento del nacion recursor humano.

GOALS:
Quality and Excellence Provide quality trade-technical, maritime, teacher education, industrial technology, engineering, advanced technological studies, researches, and other related fields in the service area to meet the minimum policies and standards as required by CHED and international standards of quality and excellence. Relevance and Responsiveness Maintenance/improvement of curricular offerings to insure quality of tradetechnical, maritime, teacher education, industrial technology, engineering, advanced technological studies, and other related fields pursuant to the demand of labor, industry and the service sector relevant to the Philippine Main Education Highway: Towards a Knowledge-Based Economy. 1

Access and Equity Widen access to trade/technical, maritime, teacher education, industrial technology, engineering, advanced technological studies, and other related fields to more people in the service area. Efficiency and Effectiveness Establishment of priorities in the delivery of trade-technical, maritime, teacher education, industrial technology, engineering, advanced technological studies, and other related fields to optimize the utilization of available resources of the College.

Feedback Mechanisms

Your satisfaction is our desire. We value your opinions and suggestions. Please let us know if we have satisfied your need through the following:

Accomplish feedback form and drop in the suggestion box located on the Public Assistance & Complaints Desk; For any feedback, please do not hesitate to contact us thru e-mail (zcspc@yahoo.com) or thru text (0916-2373095); and Talk to the Officer of the Day at the Public Assistance and Complaints Desk.

Thank you for helping us improve our services.

SERVICE PLEDGE
We, the officials, faculty members and personnel of the Zamboanga City State Polytechnic College hereby commit to provide quality service to our clientele, to serve with utmost courtesy and to act on all requests accordingly and on time.

We further commit to continuously undertake ways and means to improve the delivery of services and to effectively carry out our roles for the maximum satisfaction of our clientele.

ISSUANCE OF TRANSCRIPT OF RECORDS

CLIENTS Students, Graduates, Parents or Authorized Representativ es REQUIREMENTS -Duly accomplished clearance/passbo ok -Duly accomplished Request Form PROCEDURE DURATION FEES (IF ANY) (2) P65.00/page ALLOWABLE EXTENSION One (1) day PERSONNEL RESPONSIBLE Registrars staff REMARKS When all reference documen ts are available

Present Passbook Two or secure clearance days from the Accounting /Assessment Office; Present Passbook and Clearance to the Registrars staff and accomplish Request Form; Pay the corresponding fee of P65.00/page with the Cashiers Office; Submit official receipt to the Registrars Office; After two (2) days claim transcript from the Registrars Office.

ISSUANCE OF DIPLOMA OR PROFICIENCY CERTIFICATES

CLIENTS Graduates, Parents or Authorized Representativ es REQUIREMENTS -Duly accomplished clearance/passbo ok -Duly accomplished Request Form PROCEDURE DURATION FEES (IF ANY) (1) P225.00 ALLOWABLE EXTENSION One (1) day PERSONNEL RESPONSIBLE Registrars Staff REMARKS When all reference documen ts are available

Present Passbook One or secure clearance day from the Accounting/Assess ment Office; Present Passbook/ Clearance to the Registrars staff and accomplish Request Form; Pay the corresponding fee of P225.00 for reissuance; Submit official receipt to the Registrars Office; After a day claim diploma or proficiency certificate from the Registrars Office.

VERIFICATION OF UNITS EARNED

CLIENTS

REQUIREMENTS

Enrolled and -Duly former accomplished students Request Form

FEES (IF ANY) Present Passbook Done every None to the in-charge of Friday for currently the curriculum enrolled students and as requested for old students

PROCEDURE

DURATION

ALLOWABLE EXTENSION None

PERSONNEL RESPONSIBLE Registrars Staff

REMARKS When all reference documen ts are available

ISSUANCE OF CERTIFICATIONS

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

Students, -Duly Graduates, accomplished Parents or Request Form Authorized Representativ es and other institutions

Secure Request One Form from the day Registrars Office; Present accomplish form with the passbook to the Cashiers Office; Pay the required fee of P60.00 per page; Present original receipt with the request form to the Registrars Office for proper action.

FEES (IF ANY) (1) P60.00/page

ALLOWABLE EXTENSION One (1) day

PERSONNEL RESPONSIBLE Registrars Staff

REMARKS

RECORDS VERIFICATION/BACKGROUND CHECK

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

Students, -Duly Parents and accomplished other Request Form agencies and Passbook

Secure Request As Form from the requested Registrars Office or write an official communication for the request; Present request to the in-charge of the curriculum; Wait for the result or claim result the following day.

FEES (IF ANY) None

ALLOWABLE EXTENSION One (1) day

PERSONNEL RESPONSIBLE Registrars Staff

REMARKS

RECORDS AUTHENTICATION

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

Students, -Duly graduates accomplished and other Request Form agencies and passbook

Secure Request As Form from the requested Registrars Office; Present request to the in-charge of the curriculum; Claim record within the day or the following day.

FEES (IF ANY) P60.00/page

ALLOWABLE EXTENSION One (1) day

PERSONNEL RESPONSIBLE Registrars Staff

REMARKS

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ASSESSMENT OF SCHOOL FEES

CLIENTS Students, graduates and other agencies

REQUIREMENTS -Temporary Enrolment Form/ Blue Enrolment Form - Passbook (for old students only)

PROCEDURE

DURATION 2.5 minutes, for new students 1.5 minutes, for old students

Properly fill up temporary enrolment form and/or blue enrolment form; Check number of units, signature of curriculum adviser, NSTP Commandant/Coor dinators; Present the form together with the passbook for old students; Assessment proper.

FEES (IF ANY) None

ALLOWABLE EXTENSION None

PERSONNEL RESPONSIBLE Assessment Office Staff

REMARKS

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ISSUANCE OF CLEARANCE

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

Students and - Request former students

30 Make the request; Issuance of seconds, for latest clearance. accounts 15 minutes, for old students

FEES (IF ANY) None

ALLOWABLE EXTENSION None

PERSONNEL RESPONSIBLE Assessment Office Staff

REMARKS

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ISSUANCE OF CERTIFICATION OF ASSESSED SCHOOL FEES

CLIENTS Students

REQUIREMENTS - Passbook

PROCEDURE

DURATION

Present passbook 30 minutes and request to the in-charge; Pay the corresponding fee to the Cashiers Office; Present official receipt and secure requested certification after 30 minutes

FEES (IF ANY) P15.00/page

ALLOWABLE EXTENSION None

PERSONNEL RESPONSIBLE Assessment Office Staff

REMARKS

13

REGISTRATION FOR AND ISSUANCE OF LIBRARY CARD

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

All Enrolled - Blue Enrolment students form

Present enrolment form; Registration and issuance of library card.

5 for registration 3 minutes for the issuance

FEES (IF ANY) minutes None

ALLOWABLE EXTENSION 2 minutes 1 minute

PERSONNEL RESPONSIBLE Library Staff

REMARKS

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BOOK LOANING

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

All Enrolled - Library Card/ students, Employees ID faculty and staff

Present library card 2 minutes for students and ID for employees; Actual loaning of books.

FEES (IF ANY) None

ALLOWABLE EXTENSION 1 minute

PERSONNEL RESPONSIBLE Library Staff

REMARKS

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LIBRARY ORIENTATION

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION 15 minutes

All New and - School ID Transferee students

Present school ID; Actual orientation.

FEES (IF ANY) None

ALLOWABLE EXTENSION 1 week

PERSONNEL RESPONSIBLE Library Staff

REMARKS

16

COLLECTION OF PAYMENTS OF TUITION, SCHOOL FEES ETC.

CLIENTS

REQUIREMENTS

PROCEDURE

DURATION

Students and - School ID other clients

Present passbook, 2-3 clearance slip or minutes completion form/s (for students) Pay check/cash for corresponding fees or payments Issuance of official receipt

FEES (IF ANY) TOR P65/page Diploma P250.00 Certification P60.00 Completion P50.00

ALLOWABLE EXTENSION

PERSONNEL RESPONSIBLE Cashiers staff

REMARKS

17

FEEDBACK FORM CUSTOMER/CLIENT SERVICES Questionnaire

Strongly Agree 1. Your request has/have been facilitated or provided for 2. He/She is knowledgeable & systematic in accomplishing the request and doing the task. 3. He/She is attentive to your inquiries and concerns. 4. He/She is polite and serves you with a smile. 5. He/She is always available at his/her station. 6. He/She made you wait while he/she was engaged in unofficial activities like: chatting with officemates, telephoning and texting, eating and the like. 7. His/Her work station is organized, orderly and presentable 8. His/Her working station is free from unsightly items like crumpled papers and plastic food packs, wrappers and disposable cups/tumblers 9. He/she presents a neat and modest appearance. 10. He/She has no unpleasant mannerisms like: picking of the nose, scratching of the head/scalp, biting of fingernails. Agree Disagree Strongly Disagree

Comments & Suggestions:

Please specify the transaction (s) made in the office or the purpose for visiting the office: Signature Name of Respondent (optional) Date Accomplished : : : __________________________ __________________________ __________________________ 18