The agency is also guided by the following service standards in transacting with the general public:
A. Limiting Number of Signatories to Minimum of Five (5) Signatures
In purchasing regular map products from its sales office in Metro Manila, a customer has to deal with only two (2) offices: the sales office and cashier’s office. The transaction requires only two (2) signatures, of the sales staff and the cashier. The same holds true when a client purchases a specialized or customized map from ICSU’s, wherein signatories are Director of concerned department and the supervising Deputy Administrator. The client has only to fill-up an order slip, signed by the ICSU, and presents to the cashier’s office for payment.
B. Allowable Period of Extension Due to Unusual Circumstances
The agency makes sure that ordered products and services are provided to its customers at the agreed date and time without delay. However, for special mapping projects undertaken for a period of months through a Memorandum of Agreement whether with the private sector or government agencies, there may be instance of delay due to unavoidable circumstances.
For instance, for end-to-end projects involving the whole map production process, the usual delay is caused by non-completion of aerial photography due to unfavorable weather conditions.
C. Wearing of Official ID Cards
All NAMRIA Personnel are required to wear official ID Cards in the office.
Frontline service personnel wear additional special colored pins with their names distinctly printed in bold letters as shown in Annex B.
D. Service Counters
The agency maintains an Information Center located at the second floor of its main building where customers are being entertained for their requests whether walk-in, phone-in, mailed or emailed. Request for customized product or service is being entertained at the Information and Client Service Units (ICSU’s) of each technical department.
Each department displays its own process/procedure flow corresponding to products or services being offered at the entrance to their department for easy viewing of clients.
There are also 19 Map Sales Offices (MSO’s) nationwide to make the agency’s service accessible to its existing and prospective customers in the regions. In Metro Manila, sales outlets are situated at the main office of NAMRIA at Lawton Avenue, Fort Bonifcio, Taguig City, and at its branch office at San Nicolas, Binondo, Manila. Annex C shows the location different map sales outlets of NAMRIA nationwide, including the names of responsible personnel.
E. Geomatics Training Center
The training center is accredited by the Civil Service Commission. Courses being offered includes basic to advanced courses on Geographic Information System (GIS) and other related courses such as remote sensing and Global Positioning System (GPS), Geographic Database Management, Management of GIS Projects, among others.
F. Fees and Charges
The NAMRIA charges minimum fees for its products and services just to recover cost of materials in printing the maps. The NAMRIA Pricing Committee is responsible for the review of prices as needed. The schedules of fees are being published in the official gazette and in the website of the agency.
G. Forms
A Standard Customer Order Slip and Order of Payment are being used by all service counters for the over-the-counter request/outright purchase of map products. A standard Memorandum of Agreement is also being used for other requests such as purchase of digital data and customized product or service.
Sample of these forms are presented in Annex A.
IX. Reengineering of Systems, Procedures and Workplace
With the advent of computer technology, the NAMRIA has utilized digital techniques in providing fast and efficient delivery of products and service to the public. Likewise, the workplace has been improved for effective time and motion economy. These are in forms of the following:
1. Digital Indexing of Aerial Photographs
In the old method, clients have to spend much time browsing paper index maps in order to locate a particular area covered by aerial photos. At the moment, the client has to look at the actual photo coverage of an area in a computer screen with a topographic map superimposed via the GIS-based indexing system for all aerial photography holdings of the agency.
2. Digital Index of Topographic Maps
Aside from aerial photos, maps being sold in the sales outlets are digitally indexed by personnel in the map stock room. With the system, fast-moving stocks and out-of-stock maps can be immediately determined for printing. Stock level is also maintained for all paper map products.
3. Time-Motion Economy
At NAMRIA main office, the map stock room is just adjacent to the sales office so that maps can be made readily available for the customers. In the same manner, the map printing area is beside the stock room.
The agency renovated and expanded the map printing building adjacent to the main building in Fort Bonifacio, so that it can accommodate the other technical offices located 100 meters away.
4. Use of Internet
The advent of internet enabled NAMRIA to upload information on the latest products of the agency that can be accessed by the public including this Charter.
The agency web page also features news information about projects and activities being undertaken nationwide. Annex D shows the official webpage of the agency.
5. 5S in Improving Office Productivity and Efficiency
The agency supports the principle of 5S – Sort, Straighten/Set- In Order, Sweep/Clean, Standardize, and Sustain Self-discipline. It is aimed at organizing the workplace for greater productivity. A poster is displayed at the main lobby to remind employees and practice the principle.
6. 3Rs to Cut Down Waste
Hand-in hand with the 5S, the agency also supports the 3Rs – Reduce, Reuse and Recycle aimed at conserving energy and reduce pollution and greenhouse emission.
7. ISO 2001:9008
The Quality Management System (QMS) of the agency which is “Mapping and Geospatial Information Management” is ISO 2001:9008 certified. It aimed at providing the general public with accurate and reliable geospatial information and to assure the continual improvement of its QMS.
X. Feedback and Complaints Mechanisms
A. Feedback Mechanisms
To regularly assess the quality of service delivery of NAMRIA and further improve performance to its clientele, the following feedback mechanisms have been instituted:
1. Client Satisfaction Survey
Clients are requested to fill-up this form at the map sales outlets and at all ICSU’s. Sample form is shown in Annex E.
2. Suggestion Boxes
These are located at the lobby of the main building near the Citizen’s Charter billboard and in all sales outlets of the agency. Customers may write their comments and recommendations on how the agency can further improve its frontline services.
3. Online Inquiry
A system was developed to generate monthly reports on visitors suggestions, comments, recommendations and complaints through the NAMRIA website.
B. Filing of Complaints
The agency’s Complaint Desk located at the 2nd floor of the main building handles all complaints regarding the agency’s products and services. The client need to fill-up the Request for Action form (RFA) and submits it to the Complaint Desk. Refer to the succeeding table for the procedure for filing complaint.
Annex F contains the sample RFA form.
Procedure for Filing Complaint
Ref.
No. Key Activities Responsibilities
Reference Document/
Record B.1
Filling-out of Client
Complaint Form Client
RFA form
B.2 Acknowledgement
of complaint Complaint Desk RFA form
B.3 Evaluation of
complaint
Accomplishment of Request for Action (RFA)
Forwarding of RFA to concerned department/division
Department
ICSU’s RFA form
B.4
Acknowledgement of RFA
Investigation of complaint
Concerned
department/division RFA form
B.5 Preparation of
response to complaint
Forwarding of response to ICSU
ICSU
RFA form Fills-out and
submits RFA form
Submits accomplished
form
Evaluates Complaint
Acknowledges receipt of RFA
and investigates
complaint
Prepares response to
complaint
B.6 Acknowledgement of response
Informs client of response
ICSU Response Letter