TABLE OF CONTENTS

Introduction………………………………………………………. 1

Vision, Mission, Functions and

Service Pledge………………………………………………….. 2

Priority Services…………………………………………………. 3

External Services……………………………………………….. 4

Internal Services………………………………………………… 24

Future Plans and Special

Considerations………………………………………………… … 46
 INTRODUCTION

Pursuant to Republic Act (RA) No. 11032 or “Ease of Doing Business and
Efficient Government Service Delivery Act of 2018”, all government agencies and
offices which provide government services are mandated to regularly undertake
evaluation and improvement of their systems and procedures and reengineer the
same if necessary. This should be done by government agencies and offices to reduce
bureaucratic red tape and processing time in order to eliminate the redundant and
undue burdens from the transacting public.

Similarly, ARTA issued Memorandum Circular 2021-009 or Issuance of the

Whole-of-Government Reengineering Manual requiring thereby all government
agencies and offices to prepare and submit their Initial Reengineering Plan/Report to
ARTA to determine the current status of their implementation in accordance with the
provisions of RA 11032 and its Implementing Rules and Regulations (IRR).

In this context, the Office of Ethical Standards and Public Accountability

(OESPA) and other Headquarters Philippine Air Force Staff and PAF units such as
Philippine Air Force Human Resource Management Center (PAFHRMC), Office of the
Air Force Adjutant (OAFA), Philippine Air Force Finance Center (PAFFC) facilitated
the crafting of this Reengineering Plan which reflects the initial improvement and
evaluation of prioritized external and internal services offered by the Philippine Air
Force to reduce or standardize the documentary requirements, client steps, agency
actions and processing time of the services which could provide quality and fast
government services to the transacting citizen/client. This initial PAF Reengineering
Plan is crafted based on the evaluation, improvement and reengineering of selected
services reflected in the PAF Citizen’s Charter 3 rd Edition Series of 2021. Fifty-three
(53) services were reviewed and evaluated but only seven (7) were included in this
Reengineering Plan as the remaining services were already streamlined since 2020.
Lastly, core services or external services needed to achieve the overall mission and
objectives of the PAF or a service attributable to the Major Final Outputs
(MFOs)/Programs of agencies are also considered in this reengineering plan.

1
 VISION, MISSION, FUNCTIONS AND SERVICE PLEDGE

I. VISION

A professional and competent Air Force responsive to national

security and development.

II. MISSION

To organize, train, equip, maintain and provide forces in order to

conduct prompt and sustained air operations to accomplish the AFP mission.

III. FUNCTIONS

a. To organize, train, and equip forces for prompt and sustained air
operations for the defense of the Philippines;
b. Organize, train and equip forces for airlift, airborne and tactical
air operations unilaterally or in coordination with surface forces;
c. Formulate and develop doctrines, concepts, systems, policies,
procedures, strategies, tactics and techniques for operations peculiar to the Air
Force;
d. Organize, train and equip all Air Force reserve units; and
e. Perform such other functions as may be provided by law or
assigned by higher authority.

IV. SERVICE PLEDGE

We, the Officers, Enlisted Personnel and Civilian Human

Resource of the Philippine Air Force leads in the promotion of honesty, integrity
and public accountability with the end in view of preventing graft and corruptions
and sworn to serve with utmost responsibility, honesty and transparency.

2
 PRIORITY SERVICES

EXTERNAL SERVICES

Office of Ethical Standards and Public Accountability (OESPA)

1. Public Access/Photocopy/Authentication of Certified True Copy of SALN Form
2. Disposition of Offenses under the Functions of OESPA

INTERNAL SERVICES

Philippine Air Force Human Resource Management Center (PAFHRMC)

1. Compulsory or Optional Retirement and Separation of Civilian Human
Resource
2. Resignation of Civilian Human Resource
3. Commutation of Leave Credits for Retiring/Separating Civilian Human
Resource
Office of the Air Force Adjutant (OAFA)
4. Issuance of Statement of Service
Philippine Air Force Finance Center (PAFFC)
5. PAF Provident Fund Loan

3
 EXTERNAL SERVICES

Office of Ethical Standards and Public Accountability (OESPA)

Public Access/Photocopy/Authentication of Certified True Copy of SALN Form and
Disposition of Offenses under the Functions of OESPA

I. Discovery

Based on the PAF Citizen’s Charter Handbook 3 rd Edition Series of 2021,

OESPA has two sets of Citizen’s Charter, one for Public
Access/Photocopy/Authentication of Certified True Copy of SALN Form and another
one for Disposition of Offenses under the Functions of OESPA. The first service may
be availed by all PAF personnel and any requesting agency outside PAF provided with
authorization. The second service may be availed by all PAF Military
Personnel/Civilian Human Resource/Citizen who want to file a complaint against
personnel in the Philippine Air Force pertaining to the law under the investigative
functions of OESPA. This service is divided into two depending on the nature of the
complaint as follows: a) Investigation for Violation of RA 9262 (Non-
Support/Abandonment); and b) Investigation for violation of RA 3019, RA 6713, RA
7877 (Sexual Harassment), RA 11313 (Safe Spaces Act), RA 9262
(Economic/Physical/ Psychological Abuse). The following tables are the OESPA
Citizen’s Charter s-2021 indicating the client steps, agency action and processing
time:

Table 1. Citizen’s Charter for Public Access/Photocopy/Authentication of

Certified True Copy of SALN Form
Public Access/Photocopy/Authentication of Certified True Copy of SALN Form
Client Step Agency Action Processing Time
1. Requesting Party shall fill- 1.1. Personnel of SALN Branch
out the Request Form shall receive the filled-out Request
available at Duty Office Guard Form from the requesting party
with two (2) valid IDs and and verify the records.
3 minutes
submit to SALN Branch
personnel at OESPA, HPAF
stating the purpose/reason for
requesting a copy of SALN.
1.2. If the requested SALN is on
file, the same shall be presented to
5 minutes
the Records Chief for
verification/examination
2. Requesting party shall 2. The photocopy of requested
receive the authenticated SALN shall route to the Duty
SALN copy and check the Authenticating Officer to examine 2 minutes
document. and thereafter authenticate the
SALN photocopies.
TOTAL 10 minutes

4
 Table 2. Citizen’s Charter for Investigation for Violation of RA 9262 (Non-
Support/Abandonment)
Investigation for Violation of RA 9262 (Non-Support/Abandonment)
Client Step Agency Action Processing Time
*Walk-in Complainant 1. Receive the complaint, conduct
1. Complainant will sign-in on initial interview, assist in filling-out
the Visitor’s Logbook, fill-up of of complaint sheet, advise the
complaint sheet and shall complainant on the procedure and 5 days
submit Complaint Affidavit shall submit Complaint-Affidavit
duly notarized and other under oath and supporting
supporting documents. documents. (5 days)
2. Complainant will proceed to 2. Summon the respondent and
7 days
OESPA for mediation. the complainant for mediation
3. Client receive the letter 3.1. If mediation proceeding is
informing the resolution of the successful, Deputy Chief, OESPA
complaint will recommend the dropping and
closure of the complaint to the C,
2 days
OESPA.
3.2. The duty investigator will
inform the client on the resolution
of the case.
TOTAL 14 days

Table 3. Citizen’s Charter for Investigation for violation of RA 3019, RA 6713,

RA 7877 (Sexual Harassment), RA 11313 (Safe Spaces Act), RA 9262
(Economic/Physical/ Psychological Abuse)
Investigation for violation of RA 3019, RA 6713, RA 7877 (Sexual Harassment), RA
11313 (Safe Spaces Act), RA 9262 (Economic/Physical/ Psychological Abuse)
Client Step Agency Action Processing Time
1. Complainant will sign-in on 1. Receive the complaint, conduct
the Visitor’s Logbook. initial interview, presentation of
complainant’s evidence, assist in
filling-out of complaint sheet,
advise the complainant on the
1 day
procedures and evaluation of the
complaint, non-meritorious
complaint outright dismissal, if
meritorious, proceed to
investigation proper.
2. Pursuing of complaint 2.1. Summon the respondent to
serve the Charge Sheet together 7 days
with a copy of the complaint.
2.2. Respondent shall submit
his/her Counter Affidavit and other 5 days
supporting document.
2.3. Duty investigator will evaluate
5 days
the case based on the documents

5
 on hand and submit his Report of
Investigation with
recommendation to Deputy Chief,
OESPA for approval.
2.4. Recommendation of Deputy
Chief, OESPA will be routed to
AJA, OA-1, OSAS, Chief, OESPA 10 days
for concurrence and to CG, PAF
for approval.
3. Client receive the letter 3. If CG, PAF approved the
informing the resolution of the recommendation, OESPA will
complaint furnish OA-1 for the
implementation of the approved
sanction and furnish the
concerned Unit, the complainant
and respondent on the final 1 day
disposition of the case.

Respondent has 15 days to appeal to

adverse decision upon receipt
thereof.

TOTAL 29 days

The first step to be conducted by the Office of Ethical Standards and Public
Accountability is to review the laws, rules and regulations, policies and procedures
(SOP) of the Philippine Air Force and of the General Headquarters, Armed Forces of
the Philippines in relation to the legal mandates and functions of the Office. The Office
will conduct review and evaluation if the current service charter tailors to the
requirements of the following laws, rules and regulations, policies and procedures
(SOP):

1. RA 1379 (Law on Forfeiture of Unlawfully Acquired Property);

2. Republic Act (RA) 3019 (Anti-Graft and Corrupt Practices Act);
3. RA 6713 (Code of Conduct and Ethical Standards for Public Officials and
Employees);
4. Crimes Committed by Public Officers as defined in the Revised Penal Code.
5. RA 8353 (Anti-Rape Law);
6. RA 9262 (Anti-Violence Against Women and their Children);
7. RA 11313 (Safe Spaces Act);
8. RA 11032 (Ease of Doing Business and Efficient Delivery of Government
Services Act) and its Implementing Rules and Regulations (IRR);
9. Code of Conduct and Ethical Standards for military personnel in the AFP;
10. GHQ, AFP SOP Nr 05 dated 28 June 2017 “Guidelines Statement of Assets,
Liabilities and Net Worth”;
11. GHQ, AFP SOP Nr 05 dated 19 January 2022 “Delineation of Investigative
Functions of OTIG, OESPA and OAFPM”
12. Revised Investigation Procedure of OESPA Cases dated 05 April 2019;

6
 13. HPAF SOP Nr 03 dated 11 April 2022 “Creation of PAFCODI for Gender-
Based Sexual Harassment in Workplace, Educational and Training
Institutions Offenses”
14. Staff Memorandum Nr 2018-03 dated 23 June 2018 “General and Specific
Functions and Organization of the Office of Ethical Standards and Public
Accountability”
15. GHQ, AFP Personnel Directive Nr 02 dated 09 February 2009 “Guidelines
in the Disposition of Domestic Related Offenses in the AFP”;
16. GHQ, AFP SOP Nr 07 dated 12 February 2019 “Guidelines on Complaints
for Non-support/Abandonment in Conjunction RA 9262 (Anti-Violence
against Women and their Children); and
17. HPAF Letter Directive Nr 02 dated 06 August 2018 with subject: Guidelines
in the Imposition of Financial Support to Dependents of PAF Personnel and
HPAF Letter Directive Nr 13 amending the Annex “A” of HPAF Letter
Directive Nr 02

During the initial review, there are certain laws and regulations that are not
listed in the service charter. The laws and regulations that are omitted are:

1. RA 1379 (Law on Forfeiture of Unlawfully Acquired Property);

2. Code of Conduct and Ethical Standards for Military Personnel in the AFP;
and
3. Crimes Committed by Public Officers as defined in the Revised Penal Code.

Aside from the review legal mandates/requirements of the Office, OESPA will
look into the clients’ needs and pain points such as the way the clients file their
complaints and its documentary requirements. Taking into consideration the client’s
needs and zero-contact policy, the Office shall identify the gaps on part of the filing of
complaints by the clients which was primarily filed through face to face. To address
this gap, the Office is planning to consider accepting complaints through courier, e-
mail and other online platforms available.

The Office will also review the documentary requirements by each service as
required by the law. The Office will establish a complete list of documentary
requirements per violation/service and cascade to the complainant/requesting party to
ensure complete submission of requirements in order to lessen unnecessary
movement and waste of time of going back and forth.

OESPA, HPAF is not only the investigative Office that caters the complaints of
the clients. OESPA of different PAF units are the reliable partners of this Office in the
investigation of complaints. As such, this Office will also consider the issues faced by
the PAF units during the investigation. Most of the time, PAF Units were requesting
ten (10) days extension for the completion of investigation. And often, another 10 days
of extension were sent by concerned PAF units just to finish the formal investigation.
Hence, the Office also will look into adding agency actions and processing time just to
address these recurring issues from the PAF Units. The Office will consider adding
agency action on the part of this Office referring the complaints to PAF Units for
investigation and on the part of the PAF Units’ OESPA to conduct complete
investigation of complaints and submit the Investigation Report to Higher
Headquarters.

7
 The Office also identified the lack of service charter on the complaints
pertaining to gender-based sexual harassment. This new service charter should be
formulated as the complaints under sexual harassment will need to undergo
deliberation by Philippine Air Force Committee on Decorum and Investigation
(PAFCODI) based on the published SOP.

II. DESIGN

A. Benchmark

The primary benchmarks used in the reengineering of Service Charters are

combinations of best practices by the Office, Citizen’s Charter of OESPA, AFP and
the established procedures in the following polices and regulations set by the AFP and
PAF:

1. GHQ, AFP SOP Nr 05 dated 28 June 2017 “Guidelines Statement of Assets,

Liabilities and Net Worth”;
2. OESPA, AFP directive dated 05 April 2019 with subject: Revised
Investigation Procedure of OESPA Cases;
3. GHQ, AFP Personnel Directive Nr 02 dated 09 February 2009 “Guidelines
in the Disposition of Domestic Related Offenses in the AFP”;
4. GHQ, AFP SOP Nr 07 dated 12 February 2019 “Guidelines on Complaints
for Non-support/Abandonment in Conjunction RA 9262 (Anti-Violence
against Women and their Children);
5. HPAF Letter Directive Nr 02 dated 06 August 2018 with subject: Guidelines
in the Imposition of Financial Support to Dependents of PAF Personnel and
HPAF Letter Directive Nr 13 amending the Annex “A” of HPAF Letter
Directive Nr 02; and
6. HPAF SOP Nr 03 dated 11 April 2022 “Creation of PAFCODI for Gender-
Based Sexual Harassment in Workplace, Educational and Training
Institutions Offenses”

B. Design of the Desired State

In designing the desired state, the Office considered, first and foremost, the
process from end-to-end or from the start when the client is preparing the documents
for filing of complaints until the client receive his/her SALN or the letter regarding the
resolution of the complaint. The following figures are the old and desired process flow
on the part of the client:

1. Public Access/Photocopy/Authentication of Certified True Copy of SALN Form

Step 1. Requesting party shall fill-out the Request Form Step 2. Requesting party shall
available at Duty Office Guard with two (2) valid IDs and
submit to SALN Branch personnel at OESPA, HPAF stating the
receive the authenticated SALN
purpose/reason for requesting a copy of SALN Copy and check the document.

Figure 1. Old Process flow for Public Access/

Photocopy / Authentication of Certified True Copy of
SALN Form

8
 Step 2. Requesting party shall
Step 1. Present requirements for the request. receive the authenticated SALN
and sign the logbook.

Figure 2. Desire Process flow for Public Access/

Photocopy / Authentication of Certified True Copy of
SALN Form

2. Investigation for Violation of RA 9262 (Non-Support/ Abandonment)

Step 1. Client will sign in on the

Step 3. Client will the
visitor's logbook, fill-up of complaint Step 2. Complainant will
letter informing the
sheet and shall submit Complaint- proceed to OESPA for
resolution of the
Affidavit duly notarized and other mediation.
complaint.
supporting documents.

Figure 3. Old Process flow for Investigation for

Violation of RA 9262 (Non-support/Abandonment)

Step 1. For walk-in complainant, client will sign

in on the I & I logbook and present the
documents as listed.
Step 2. Complainant will Step 3. Receive the result
proceed to OESPA for and disposition of the
*For complaints submitted thru e-mail or courier,
send necessary documents through OESPA e-mail mediation. case/complaint.
address or OESPA, HPAF, CJVAB, Pasay City.

Figure 4. Desired Process flow for Investigation for

Violation of RA 9262 (Non-support/Abandonment)

On the part of the Office/Agency actions, the following figures are the old and
desired process flow:

Step 1. Receive the Step 3.1. If the

complaint, conduct mediation proceeding
initial interview, assist is successful, Deputy
in filling out of Chief, will recommend
complaint sheet,
Step 2. Summon the the dropping and
advise the respondent and the closure of the
complainant on the complainant for complaint to the C,
procedure and shall mediation. OESPA.
submit Complaint-
Step 3.2. The duty
Affidavit under oath
investigator will inform
and supporting
the client on the
documents
resolution of the case.

Figure 5. Old Process flow for Investigation for

Violation of RA 9262 (Non-support/Abandonment) on
the part of Office/Agency actions

9
 Step 2.1. Conduct of
Mediation.

Step 1.1. Receive the Step 2.2. If the mediation

documents, conduct proceeding is successful,
initial interview, assist in Deputy Chief, will
filling-out of complaint recommend the dropping
sheet, advise the and closure of the
complainant on the complaint to the C, OESPA. Step 3. The duty
procedure. investigator will send the
Step 2.3. If mediation
result of the case to both
Step 1.2. After failed, appropriate charge
parties.
completion of sheet will be issued to the
documentary respondent to answer the
requirement, summon allegation.
both parties for
mediation meeting Step 2.4. Upon receipt of
(case to cases basis) counter-affidavit, evaluate
and make necessary
recommendation.

Step 2.5. Recommendation

will be forwarded to C,
OESPA for approval.

Figure 6. Desired Process flow for Investigation for Violation

of RA 9262 (Non-support/Abandonment) on the part of
Office/Agency actions (w/ no referral to Lower Units)

Step 1.1. Receive the documents,

conduct initial interview, assist in
filling-out of complaint sheet, advise
the complainant on the procedure.
Step 2. Inform both parties on
Step 1.2. Referral to Unit
the disposition of the
concerned.
complaint/case.
Step 1.3. Unit
Investigation/Mediation.

Step 1.4. Receive and evaluate the

investigation report from the
concern unit.

Step 1.5. Recommendation for

approval of C, OESPA

Figure 7. Desired Process flow for Investigation for Violation

of RA 9262 (Non-support/Abandonment) on the part of
Office/Agency actions (w/ referral to Lower Units)

10
3. Investigation for violation of RA 3019, RA 6713, RA 7877 (Sexual Harassment),
RA 11313 (Safe Spaces Act), RA 9262 (Economic/Physical/ Psychological
Abuse)

Step 3. Client receive

Step 1. Complainant will sign in Step 2. Pursuing of the letter informing
on the visitor's logbook. complaint. the resolution of the
compalint.

Figure 8. Old Process flow for Investigation for Violation of

RA 3019, RA 6713, RA 7877 (Sexual Harassment), RA
11313 (Safe Spaces Act), RA 9262 (Economic/Physical/
Psychological Abuse)

Step 1. For walk-in complainant, client will sign-in on

the I & I logbook and present the documents as listed. Step 2. Client receive the
letter informing the
*For complaints submitted thru e-mail or courier, send resolution of the
necessary documents through OESPA e-mail address or complaint.
OESPA, HPAF, CJVAB, Pasay City.

Figure 9. Desired Process flow for Investigation for Violation

of RA 3019, RA 6713, RA 7877 (Sexual Harassment), RA
11313 (Safe Spaces Act), RA 9262 (Economic/Physical/
Psychological Abuse)

11
 Step 2.1. Summon the
respondent to serve the
Charge Sheet together with
a copy of the complaint.
Step 1. Receive the
complaint, conduct initial Step 2.2. Respondent shall
submit his/her Counter
interview, presentation
Affidavit and other
of complainant’s
supporting document.
evidence, assist in filling
Step 3. Client receives
out of complaint sheet, Step 2.3. Duty investigator
will evaluate the case based the letter informing the
advise the complainant
on the documents on hand resolution of the
on the procedures and
and submit his Report of complaint.
evaluation of the
Investigation with
complaint outright
recommendation to Deputy
dismissal, if meritorious, Chief, OESPA for approval.
proceed to investigation
proper. Step 2.4. Recommendation
of Deputy Chief, OESPA will
be routed to AJA, OA-1,
OSAS, Chief, OESPA for
concurrence and to CG, PAF
for approval.

Figure 10. Old Process flow for Investigation for Violation of

RA 3019, RA 6713, RA 7877 (Sexual Harassment), RA
11313 (Safe Spaces Act), RA 9262 (Economic/Physical/
Psychological Abuse) on the part of Office/Agency actions

Step 1.1. Receive the documents,

conduct initial interview, assist in
filling-out of complaint sheet, advise
the complainant on the procedure. Step 2. Upon approval of CG,
Step 1.2. Refer to Unit concern. PAF, OESPA will furnish OA-1/
OAFA for the implementation of
Step 1.3. Unit Investigation. sanction. Likewise, furnish the
Step 1.4. Receive and evaluate the concern unit, the complainant
investigation report from the and respondent.
concern unit.

Step 1.5. Prepare communication

with concurrence of DC, OESPA,
AJA, A-1, SAS, and subsequent
approval of CG, PAF.

Figure 11. Desired Process flow for Investigation for Violation of

RA 3019, RA 6713, RA 7877 (Sexual Harassment), RA 11313
(Safe Spaces Act), RA 9262 (Economic/Physical/ Psychological
Abuse) on the part of Office/Agency actions

After the initial conduct of evaluation, there are laws and regulations that are
not included in the charter such as RA 1379 (Law on Forfeiture of Unlawfully Acquire
Property), Code of Conduct and Ethical Standards for Military Personnel in the AFP

12
and Crimes committed by Public Officers as defined in the Revised Penal Code. This
Office will include these laws and regulations to be investigated if there is any violation
of the PAF personnel thereof.

In the absence of service charter on the Investigation for violation of RA 11313

(Safe Spaces Act) / RA 7877 (Sexual Harassment) in relation to SOP Nr 03, HPAF s-
2022 [PAF Committee on Decorum and Investigation (PAFCODI)] for Gender-Based
Sexual Harassment in Workplace, Educational and Training Institutions Offenses, the
Office shall formulate this charter with the following designs on the part of client and
Office/agency.

Step 1. For walk-in complainant, client will sign-in on

the I & I logbook and present the documents as listed. Step 2. Client receive the
letter informing the
*For complaints submitted thru e-mail or courier, send resolution of the
necessary documents through OESPA e-mail address or complaint.
OESPA, HPAF, CJVAB, Pasay City.

Figure 12. Desired Process flow for Investigation for violation of RA

11313 (Safe Spaces Act) / RA 7877 (Sexual Harassment)

Step 1 Step 2
• 1.1. Upon receipt of documents, • Upon approval of CG, PAF,
conduct evaluation for OESPA will furnish OA-
completeness in substance and
form. 1/OAFA for the
• 1.2. Request OA-1 if the implementation of
respondent is Officer/PAFHRMC if sanction. Likewise, furnish
the respondent is EP/CHR to place the concern unit, the
respondent in A/U PAFHRMC. complainant and
•1.3. Serve the Charge Sheet with respondent.
allied documents to the
respondent for the latter's
counter-affidavit.
• 1.4. Upon receipt of counter-
affidavit, ROI will be prepared for
the deliberation and approval of
PAFCODI.
• 1.5. PAFCODI deliberation.
• 1.6. Secreatry prepares the
committee resolution for review
and signature of PAFCODI.
• 1.7. Prepare SDF routed to
concurring Staff (AJA, A-1, SAS),
for signature of C, OESPA and
subsequent approval of CG, PAF.

Figure 13. Desired Process flow for Investigation for violation of RA 11313
(Safe Spaces Act) / RA 7877 (Sexual Harassment) on the part of
Office/Agency actions

13
 C. List of Changes

Table 4. Proposed changes on Public Access / Photocopy Authentication of

SALN Form
Activity and Who is The change The Indicator to
Issue involved Improvement Measure
Improvement
Documentary SALN Branch Standardize the Change the Ideal: No
requirements personnel checklist of authorization complaints from
documentary letter to clients regarding
requirements Special Power the new
of Attorney documentary
requirement

Actual: No
complaints
received from the
clients as reflected
in the
Citizen/Client
Satisfaction
Survey
No activity on SALN Branch Create an end- Create an Ideal: No
verification of personnel to-end process activity and complaints
requirements and on the part of processing received from the
documentation of agency/office time for clients regarding
transaction actions verification of the new steps
requirements
upon receipt of Actual: No
documents complaints
and received as
documentation reflected in the
of transaction Citizen/Client
Satisfaction
Survey

Table 5. Proposed changes on Disposition of Offenses under the

functions of OESPA
Activity and Who is The change The Indicator to
Issue involved Improvement Measure
Improvement
For complaints of Non-Support/Abandonment
Documentary Intel and Standardize the Reduced seven Ideal: No complaints
requirements Investigation checklist of (7) documents to from clients
Branch documentary four (4) regarding the new
personnel requirements documents documentary
requirement

14
 Actual: No
complaints received
Accepting from the clients as
complaints filed Indicate under reflected in the
through courier checklist of Citizen/Client
and e-mail requirements Satisfaction Survey
that all Ideal: time of
documents may submission of
be filed requirements by the
personally (walk- client to the actual
in), courier or receipt by OESPA
email personnel and single
submission of
requirements

Actual: time of
submission of
requirements by the
client to the actual
receipt by OESPA
personnel and single
submission of
requirements
Absence of activity Intel and Adopt the best Insert Ideal: time from
regarding Referral Investigation practices of the steps/actions referral of
of Investigation to Branch Office in the referring the investigation to
lower units, personnel investigation of complaints to lower units up to the
conduct of complaints by lower units, receipt of
investigation and inserting conduct of investigation report
submission of steps/actions investigation by
investigation referring the the units and Actual: time within
report investigation/ evaluation of the established time
mediation to lower submitted limit from referral of
units Investigation investigation to
Report lower units up to the
receipt of
Put the investigation report
prescribed the
processing time
of newly inserted
steps/actions
For other complaints under the functions of OESPA
Documentary Intel and Standardize the Indicate specific Ideal: No complaints
requirements Investigation checklist of documents by from clients
Branch documentary specific offense regarding the new
personnel requirements documentary
requirement

Actual: No
complaints received
from the clients as
reflected in the

15
 Citizen/Client
Accepting Indicate under Satisfaction Survey
complaints filed checklist of
through courier requirements Ideal: time of
and e-mail that all submission of
documents may requirements by the
be filed client to the actual
personally (walk- receipt by OESPA
in), courier or personnel and one-
email time submission of
requirements

Actual: time of
submission of
requirements by the
client to the actual
receipt by OESPA
personnel and one-
time submission of
requirements
Absence of activity Intel and Adopt the best Insert Ideal: time from
regarding referral Investigation practices of the steps/actions referral of
of investigation to Branch Office in the referring the investigation to
lower units, personnel investigation of complaints to lower units up to the
conduct of complaints by lower units, receipt of
investigation and inserting conduct of investigation report
submission of steps/actions investigation by
investigation referring the the units and Actual: time within
report investigation to evaluation of the established time
lower units submitted limit from referral of
Investigation investigation to
Report lower units up to the
receipt of
Put the investigation report
prescribed the
processing time
of newly inserted
steps/actions
Absence of RA Intel and Consider the Include RA 1379 N/A
1379 (Law on Investigation said laws and (Law on
Forfeiture of Branch regulations and Forfeiture of
Unlawfully personnel Unlawfully
include to the list Acquired
Acquired
Property); Code of Property); Code
Conduct and of Conduct and
Ethical Standards Ethical Standards
for Military for Military
Personnel in the
Personnel in the
AFP; and Crimes
AFP; and Crimes
Committed by
Committed by Public Officers as
Public Officers as defined in the
defined in the Revised Penal
Revised Penal Code in the
Code in the charter
charter

16
 Table 6. Proposed changes of Disposition of Offenses under the
Functions Of OESPA

For complaints that fall under gender-based sexual harassment through PAFCODI
Absence of a Intel and Create a separate Formulate a Ideal: No complaints
service charter for Investigation service charter for separate service from clients
complaints that fall Branch complaints under charter for
under gender- personnel gender-based complaints Actual: No
based sexual sexual harassment under gender- complaints received
harassment as these based sexual from the clients as
complaints will harassment reflected in the
need to undergo based on the Citizen/Client
investigation/delib established Satisfaction Survey
eration by procedures in
Philippine Air the SOP Nr 03 Ideal: time of
Force Committee HPAF s-2022 submission of
on Decorum and complaint up to the
Investigation receipt of letter
(PAFCODI) and informing the
not by OESPA resolution of the
alone case

Actual: time of
submission of
complaint up to the
receipt of letter
informing the
resolution of the
case

17
 D. List of Changes Priorities

Table 7. Priority Changes on Public Access/Photocopy/Authentication of SALN

Improvement Owner Control: who Complexity: Time: quick Cost/Benefit (saving) Priority
else must what kind of win, 1-3
give approval change? months, or
longer
1. Create an activity SALN Deputy Chief, Simple: Internal Quick win No additional cost/ High
and processing time for Branch OESPA level service beneficial to the duty
authentication of SALN personnel personnel by giving
and documentation of him/her ample time to
transaction verify the requirements
and document the
transaction
2. Standardize the SALN Deputy Chief, Simple: Internal Quick win Free when processed at Medium
checklist of Branch OESPA level service OAJA / Legality of the
documentary personnel request
requirements (Change
the authorization letter
to Special Power of
Attorney)

18
 Table 8. Priority changes on Disposition of Offenses Under the Functions of OESPA
Improvement Owner Control: who Complexity: Time: quick Cost/Benefit (saving) Priority
else must what kind of win, 1-3
give approval change? months, or
longer
1. Formulate a I&I Deputy Chief, Highly technical: 1 month No additional cost/ guide High
separate service Branch OESPA level External service the complainant and duty
charter for complaints personnel investigator to know the
under gender-based step-by-step procedures
sexual harassment of a gender-based sexual
based on the harassment case
established procedures
in the SOP Nr 03
HPAF s-2022
2. Standardize the I&I Deputy Chief, Highly technical: 1 month No additional cost/ quick Medium
checklist of Branch OESPA level External service guide to the duty
documentary personnel personnel in verifying the
requirements by documentary
offenses requirements

3. Include RA 1379 I&I Deputy Chief, Highly technical: 1 month No additional cost/ cover Medium
(Law on Forfeiture of Branch OESPA level External service all the cases under the
Unlawfully Acquired personnel jurisdiction of OESPA
Property); Code of
Conduct and Ethical
Standards for Military
Personnel in the AFP;
and Crimes Committed
by Public Officers as
defined in the Revised
Penal Code in the
charter

19
4. Adopt the best I&I Deputy Chief, Highly technical: 1 month No additional cost/ give Low
practices of the Office Branch OESPA level External service the OESPA and lower
in the investigation of personnel units timely investigation
complaints by inserting and evaluation of cases to
steps/actions referring come up with sound
the investigation/ decision/ recommendation
mediation to lower
units

20
 Table 9. Summary of OESPA Reengineering Plan

CURRENT STATUS EXPECTED OUTCOME

Documents

Documents
Signatures

Signatures
Required

Required
Steps

Steps
Time

Time
Cost

Cost
SERVICES REMARKS

1. Public Access/Photocopy/ Authentication Additional 4 minutes for the verification

of Certified True Copy of SALN Form and authentication of documents.
10
3 2 None 1 3 2 14 mins None 1 Documentary requirement shall be
mins evaluated. Authorization letter shall be
replaced by Special Power of Attorney
(SPA).

2. Disposition of Offenses under the functions of OESPA

For complaints of Non-Support/Abandonment 7 3 14 None 2 6 3 28 days None 2 The Office will consider all factors of
days 29 additional processing time such as
days- referral complaints to PAF Units, time
(outside duration of agreement between two
MM) parties, completion of documentary
requirements, preparation and approval
of findings and recommendations as
approved by their respective
Commanders.

*Although, the expected outcome

exceeds prescribed processing time of
20 days, the 28/29 days processing
time is still within the prescribed

21
 processing time in the GHQ Directive
(Revised Investigation Procedure of
OESPA Cases).
For other complaints under the functions of 4 3 29 None 6 4 2 43 days None 6 -The Office will consider all factors of
OESPA days additional processing time such as
referral of complaints to PAF Units,
completion of documentary
requirements, recurring issues of
request for extension, the long
preparation and approval of
Investigation Report especially at the
Functional Commands.

-Inclusion of RA 1379 (Law on Forfeiture

of Unlawfully Acquired Property); Code
of Conduct and Ethical Standards for
Military Personnel in the AFP; and
Crimes Committed by Public Officers as
defined in the Revised Penal Code.
For complaints that fall under gender-based 6 2 29 days None 6 Formulate a separate service charter
sexual harassment through PAFCODI for complaints under gender-based
sexual harassment as these complaints
will need to undergo
investigation/deliberation by a
committee known as Philippine Air
Force Committee on Decorum and
Investigation (PAFCODI).

22
 III. Delivery

The implementation of improvements in the service charters of OESPA shall

start as soon as the PAF Citizen’s Charter 4th Edition Series of 2022 is approved by
the Commanding General, Philippine Air Force. The process flow of these charters
before can be described as self-centered. But with the improvements to be made, the
new service charters could be described as service oriented and these charters will
definitely give ease of doing business on the part of the clients and stakeholders (lower
units).

IV. Continuous Improvement

Having an updated version of Citizen’s Charter on a yearly basis at OESPA has

been institutionalized since 2020. The OESPA will continue to evaluate its service
charters annually to achieve the ultimate goal of ease of doing business and efficient
delivery of government service to the citizens/clients. To institutionalize the policies
and procedures of Disposition of Offenses under the Functions of OESPA, the Office
will formulate its own Investigation Procedures of OESPA Cases that will be
implemented at the PAF level. The Office will ensure that this procedure is aligned
with Revised Investigation Procedures of OESPA Cases issued by OESPA, AFP.

Finally, OESPA will continue to monitor its performance and regularly review its
services on a quarterly basis. The Office will continue to implement its feedback and
complaints mechanism by monitoring and evaluating the positive and negative
feedback and its over-all performance through Citizen/Client Satisfaction Survey. The
OESPA will also to accept complaints from the clients as part of said mechanism.

23
 INTERNAL SERVICES

Philippine Air Force Human Resource Management Center (PAFHRMC)

Compulsory or Optional Retirement and Separation of Civilian Human Resource,
Resignation of Civilian Human Resource and Commutation of Leave Credits for
Retiring/Separating Civilian Human Resource

I. Discovery

Philippine Air Force Human Resource Center (PAFHRMC) has three sets of
services under the PAF Citizen’s Charter, which will undergo the process of
reengineering plan in order to improve the services for the PAF, the Compulsory or
Optional Retirement and Separation of Civilian Human Resource Resignation of
Civilian Human Resource Commutation of Leave Credits for Retiring/Separating
Civilian Human Resource. These are services can be availed by Civilian Human
Resource applicants which is under the functions of PAFHRMC through its Civilian
Human Resource Department (CHRD). The following tables are the PAFHRMC
Citizen’s Charter s-2021 indicating the client steps, agency action and processing
time:

Table 10. Citizen’s Charter of Compulsory or Optional Retirement and

Separation of Civilian Human Resource
Compulsory or Optional Retirement and Separation of Civilian Human Resource
Client Step Agency Action Processing
Time
1. Submission of complete 1.1 Ensure completeness of
required documents to documents
20 minutes
CHRD Personnel
PAFHRMC
None 1.2 Prepare STL for indorsement to
OA-1 requesting approval by CG, 20 minutes
PAF on the said request
None 1.3. Generate and print signed
Personnel Orders and 1 working day
submit/forward to OA-1
None 1.4 Validates/Approves Personnel
1 working day
Orders thru FICOPS
2. Receives the retirement 2. Issuance of Orders once the
/separation orders request for retirement/ separation 1 working day
has been approved
TOTAL 3 days and 40
Minutes

24
 Table 11. Citizen’s Charter of Resignation of Civilian Human Resource

Resignation of Civilian Human Resource

Client Step Agency Action Processing Time
1. Submission of complete 1.1 Ensure completeness of
required documents to CHRD documents 20 minutes
Personnel PAFHRMC
None 1.2. Prepare STL for endorsement
to OA1 requesting approval by 10 working days
CG, PAF on the said request
None 1.3. Request for Ombudsman
2 working days
Clearance
None None 1.4. Assist, log-in and
endorse the client and or
authorized liaison to PGAB 1 working day
personnel for application of
Retirement/Separation
None 1.5. Receive, check the
completeness of requirements,
validate and process the submitted 1 working day
application for Retirement/
Separation
None 1.6 Prepare E-SDF for approval of
CG PAF re publication of orders for 10 working days
EP.
None 1.7 Prepare STL to AFPPGMC
once E-SDF is approved by CG,
10 working days
PAF for processing of 36 MLR
Prepare STL to AFFC
None 1.8 AFFC to receive, check
completeness of documents,
20 minutes
validate and process the submitted
application
None 1.9 PAFHRMC will be notified
once the application is transmitted 20 minutes
to AFFC
None 1.10 Preparation of Check and
Disbursement Voucher for 1 working day
Signatory
02. Receive the Claims 2. Inform Claimant that the Claims
1 working day
were transferred thru ATM/Check
TOTAL 36 days and 1
hour

25
 Table 12. Citizen’s Charter of Commutation of Leave Credits for
Retiring/Separating Civilian Human Resource

Commutation of Leave Credits for Retiring/Separating Civilian Human Resource

Client Step Agency Action Processing Time
1. Submission of complete 1.1 Ensure completeness of
required documents to CHRD documents 20 minutes
Personnel PAFHRMC
None 1.2 Prepare STL for endorsement
to OA1 requesting approval by CG, 10 working days
PAF on the said request
None 1.3 Request for Ombudsman
2 working days
Clearance
None 1.4. Assist, log-in and endorse the
client and or authorized liaison to
1 working day
PGAB personnel for application of
Retirement/Separation
None 1.5 Receive, check the
completeness of requirements,
validate and process the submitted 1 working day
application for Retirement/
Separation.
None 1.6 Prepare E-SDF for approval of
10 working days
CG PAF re publication of orders
None 1.7 Prepare STL to AFPPGMC
once E-SDF is approved by CG,
10 working days
PAF for processing of 36 MLR
Prepare STL to AFFC
None 1.8 AFFC to receive, check
completeness of documents,
20 minutes
validate and process the submitted
application
None 1.9 PAFHRMC will be notified
once the application is transmitted 20 minutes
to AFFC
None 1.10 Preparation of Check and
Disbursement Voucher for 1 working day
Signatory
2. Receive the Claims 2. Inform Claimant that the Claims
1 working day
were transferred thru ATM/Check
TOTAL 36 days and 1
hour

The first step to be conducted by the Philippine Air Force Human Resource
Management Center is the review of regulations, policies and procedures (SOP) of the
Philippine Air Force and of the Department of National Defense in relation to the legal
mandates and functions of the Center. The Center will conduct review and evaluation

26
if the current service charter is aligned to the requirements of the following laws, rules
and regulations, policies and procedures (SOP):

1. 2017 Omnibus Rules on Appointments and Other Human Resource Actions

(Revised July 2018);
2. Department Circular Number 4 dated 04 November 2017 with subject:
Revised Delegation of Approving and Signing Authority on Civilian and
Military Personnel Administration;
3. SOP Number 07 dated 10 April 2014 with subject: AFP Civilian Employees
Retirement Program (AFPCERP)

Aside from the review legal mandates/requirements of the Civilian Human

Resource Department, PAFHRMC will evaluate the positive and negative feedbacks
from the clients which are derived from the Feedback survey forms in order to improve
the services being catered by the Center and be able to react to the need of the clients.
Through the review of the feedback surveys the office can revaluate its process in
order to speed up its processing time. Taking into consideration the client’s needs and
zero-contact policy, the Center is planning to utilize online platforms like google forms
as a way to get clients feedback and the use of emails in order for applicants to pass
their requirements on time and for the Center to validate the given documents for its
completion.

The Center will also review the documentary requirements by each service as
required by the law and regulations. The Center will establish a complete list of
documentary requirements and a graphic flowchart in order to inform the clients on the
processes being catered by the Center in order to lessen unnecessary movement and
waste of time of going back and forth.

PAFHRMC will also consider other issued being faced as Unit. For instance,
the volume of applicants, the number of employees that will process the service and
as well as the length of time when other documents are being submitted to other PAF
Units for validation of documents or requesting of pre-requisite documents to complete
the requirements in order for the client to continue on to the next process. Hence
adding other agency/unit’s actions on the part of the services being catered by this
Center will contribute on the processing time of the services being availed by the
clients.

II. DESIGN

E. Benchmark

The primary benchmarks used in the reengineering of Service Charters are the
combinations of best practices by the Office and the established procedures in the
following polices and regulations:

1. 2017 Omnibus Rules on Appointments and Other Human Resource Actions

(Revised July 2018);

27
 2. Department Circular Number 4 dated 04 November 2017 with subject:
Revised Delegation of Approving and Signing Authority on Civilian and
Military Personnel Administration;
3. SOP Number 07 dated 10 April 2014 with subject: AFP Civilian Employees
Retirement Program (AFPCERP)

F. Design of the Desired State

In designing the desired state, the Center considered, first and foremost, the
process from end-to-end or from the start when the client has submitted the complete
required documents until the client receives his/her claims or the letter order regarding
the requested service. The following figures are the old and desired process flow on
the part of the client:

1. Compulsory or Optional Retirement and Separation of Civilian Human Resource

Step 1. Complete required documents for submission

to CHRD Personnel, PAFHRMC.

Figure 14. Old Process flow for Compulsory or

Optional Retirement and Separation of Civilian
Human Resource

Step 1. Complete required documents

for submission Step 2. Receives the retirement
/separation orders
to CHRD Personnel, PAFHRMC.

Figure 15. Desired Process flow for Compulsory or Optional

Retirement and Separation of Civilian Human Resource

28
 On the part of the Office/Agency actions, the following figures are the old and
desired process flow:

STEP 2
STEP 1
2. Issuance of Orders once the
1.1 Ensure completeness of
request for retirement/ separation
documents
has been approved
1.2 Prepare STL for
indorsement to OA-1
requesting approval by CG,
PAF on the said request
1.3. Generate and print signed
Personnel Orders and
submit/forward to OA-1
1.4 Validates/Approves
Personnel Orders thru FICOPS

Figure 16. Old Process flow for Compulsory or Optional Retirement

and Separation of Civilian Human Resource on the part of
Office/Agency actions

29
 STEP 1
STEP 2
1.1 Ensure completeness of
documents
2. Issuance of Orders once the
1.2. Validation and repacking request for retirement/ separation
of submitted documents and has been approved
prepare STL to OA-1 for
approval
1.3. Processing of Approved
Folder by OA-1 for
endorsement to CG, PAF for
approval
1.4 Approval of retirement
signed by CG PAF for
publication of orders.
1.5 OAFA receives and check
the completeness of
requirements, validate, and
process the submitted
application for
Retirement/Separation
1.6 Return of Approved
Retirement/Separation Folder
to CHRD, PAFHRMC

Figure 17. Desired Process flow for Compulsory or

Optional Retirement and Separation of Civilian Human
Resource on the part of Office/Agency actions

2. Resignation of Civilian Human Resource

Step 1. Complete required documents for submission

to CHRD Personnel, PAFHRMC.

Figure 18. Old Process Flow for Resignation of Civilian Human

Resource

Step 1. Complete required documents

for submission Step 2. Receive the
Resignation Order
to CHRD Personnel, PAFHRMC.

Figure 19. Desired Process flow for Resignation of Civilian Human Resource

30
 On the part of the Office/Agency actions, the following figures are the old and
desired process flow:

STEP 1
STEP 2. Inform Claimant
1.1 Ensure completeness of that the Claims were
documents transferred thru ATM/Check

1.2. Prepare STL for endorsement

to OA1 requesting approval by
CG, PAF on the said request
1.3. Request for Ombudsman
Clearance
None 1.4. Assist, log-in and Figure 20. Old Process flow for Resignation of Civilian
endorse the client and or Human Resource on the part of Office/Agency actions
authorized liaison to PGAB
personnel for application of
Retirement/Separation
1.5. Receive, check the
completeness of requirements,
validate and process the
submitted application for
Retirement/ Separation
1.6 Prepare E-SDF for approval of
CG PAF re publication of orders
for EP.
1.7 Prepare STL to AFPPGMC
once E-SDF is approved by CG,
PAF for processing of 36 MLR
Prepare STL to AFFC
1.8 AFFC to receive, check
completeness of documents,
validate and process the
submitted application
1.9 PAFHRMC will be notified
once the application is transmitted
to AFFC
1.10 Preparation of Check and
Disbursement Voucher for
Signatory

31
STEP 1
STEP 2. Inform Claimant to
1.1 Ensure completeness of Receive the Resignation
documents Order
1.2. Validation and repacking of
submitted documents and prepare
STL to OA-1 for approval
1.3. Processing of Approved
Folder by OA-1 for endorsement
to CG,PAF for approval
1.4. Approval of retirement signed
by CG PAF for publication of
ordersof Retirement/Separation
1.5. OAFA receives and check the
completeness of requirements,
validate and process the
submitted application for
Resignation Figure 21. Desired Process Flow for Resignation of
Civilian Human Resource on the part of Office/ Agency
1.6 Issuance of Order of actions
Resignation
1.7 Return of Approved
Resignation Folder to CHRD,
PAFHRMC

32
 3. Commutation of Leave Credits for Retiring/Separating Civilian Human Resource.

Step 1. Complete required documents for submission

to CHRD Personnel, PAFHRMC.

Figure 22. Old Process flow for Commutation of Leave Credits

for Retiring/Separating Civilian Human Resource

Step 1. Complete required documents for

submission to CHRD Personnel, PAFHRMC. Step 2. Receive the claims

Figure 23. Desired Process flow for Commutation of Leave Credits

for Retiring/Separating Civilian Human Resource

On the part of the Office/Agency actions, the following figures are the old and
desired process flow:

STEP 1
STEP 2. Inform Claimant that
1.1 Ensure completeness of documents the Claims were transferred
thru ATM/Check.
1.2. Prepare STL for endorsement to OA1 requesting
approval by CG, PAF on the said request

1.3. Request for Ombudsman Clearance

None 1.4. Assist, log-in and endorse the client and or

authorized liaison to PGAB personnel for application
of Retirement/Separation

1.5. Receive, check the completeness of

Figure 24. Old Process flow for Commutation of
requirements, validate and process the submitted
application for Retirement/ Separation Leave Credits for Retiring/Separating Civilian
Human Resource
1.6 Prepare E-SDF for approval of CG PAF re
publication of orders for EP.

1.7 Prepare STL to AFPPGMC once E-SDF is

approved by CG, PAF for processing of 36 MLR
Prepare STL to AFFC

1.8 AFFC to receive, check completeness of

documents, validate and process the submitted
application

1.9 PAFHRMC will be notified once the application is

transmitted to AFFC

1.10 Preparation of Check and Disbursement

Voucher for Signatory

33
STEP 1
STEP 2. Inform Claimant that
1.1 Ensure completeness of documents the Claims were transferred
1.2. Request for Ombudsman Clearance thru ATM/Check

1.3. Validation and repacking of submitted

documents and prepare STL to OA-1 for
approval
1.4. Processing of Approved Folder by OA1 for
endorsement to CG, PAF for approval
Figure 25. Desired Process flow for Commutation of
1.5. Approval of retirement signed by CG PAF Leave Credits for Retiring/Separating Civilian
for publication of orders Human Resource
1.6 OAFA receives, checks the completeness
of requirements, validates and process the
submitted application for Commutation
1.7 Issuance of Order of retirement
1.8 Return of Approved Commutation Folder to
CHRD, PAFHRMC
1.9 Prepare STL to AFFC with complete
required documents for payment of
Commutation
1.10 AFFC Receives and encodes individual
claims
1.11 Encode, validate, and consolidate for
creation of Payroll
1.12 The
Generate payroll
Process thru VCCS and print
Reengineer
payroll for signature
1.13 Request for fund through Variable and
Collateral Claims System (VCCS) to OFMAF
1.14 CCPBr Receives SAA from AFFC (MFO)
attach and submit payroll with SAA and returns
back to AFFC (MFO)
1.15 AFFC (MFO) will obligate payroll prior for
submission to AFAC for Journal Entry Voucher
(JEV)
1.16 AFAC will validate for Journal Entry
Voucher (JEV) and return to AFFC – VCS
1.17 Prepare Automatic Debit Advice per
payroll, sign by authorize signatory and submit
to LandBank for crediting

34
 Table 13. Summary of PAFHRMC Reengineering Plan

CURRENT STATUS EXPECTED OUTCOME

Documents

Documents
Signatures

Signatures
Required

Required
Steps

Steps
Time

Time
Cost

Cost
SERVICES REMARKS

1. Compulsory or Optional Retirement and The increase in the number of steps

Separation of Civilian Human Resource was the result of alignment with
other interagency processes to
complete the whole service.
3
Days The increase in the TAT was the
20
and result of alignment with other
13 1 None 2 13 2 working None 2
40 interagency processes. The TAT is
days
Minut based on the approved timeline and
es is mandated by policy of SOP Nr
07, HPAF, AFP dated 10 April 2014,
with subject: AFP Civilian
Employees Retirement Program
(AFPCERP).
2. Resignation of Civilian Human Resource 13 1 36 None 2 13 2 18 None 2 The increase in the number of steps was
days working the result of alignment with other
and 1 days interagency processes to complete the
Hour whole service.

The decrease in the TAT was the

result of alignment and streamlining
of processes. The TAT is based on
an approved timeline and is

35
 mandated by the SOP Nr 07, HPAF,
AFP dated 10 April 2014, with
subject: AFP Civilian Employees
Retirement Program (AFPCERP).
Commutation of Leave Credits for 13 1 36 None 2 13 2 27 None 2 The increase in the number of steps was
Retiring/Separating Civilian Human days days, 4 the result of alignment with other
Resource and 1 hours interagency processes to complete the
Hour and 32 whole service.
mins
The decrease in the TAT was the result
of streamlining effort and alignment with
other interagency processes. The TAT
is based on an approved timeline and is
mandated by mandated by the SOP Nr
07, HPAF, AFP dated 10 April 2014,
with subject: AFP Civilian Employees
Retirement Program (AFPCERP).

36
III. Delivery

The implementation of improvements in the service charters of PAFHRMC shall

be implemented as soon as the PAF Citizen’s Charter 4th Edition Series of 2022 is
approved by the Commanding General, Philippine Air Force. The process flow of the
new service charters could be described as service oriented and these charters will
definitely give ease of doing business on the part of the clients and stakeholders (PAF
Personnel).

IV. Continuous Improvement

Having an updated version of Citizen’s Charter on a yearly basis at PAFHRMC

has been institutionalized since 2019. PAFHRMC will continue to review and evaluate
its service charters annually to achieve the ultimate goal of ease of doing business
and efficient delivery of government service to the citizens/clients. Despite the
challenges of the pandemic, the office conducted strategic engagement with the
stakeholders, leveraging in available technology and new marketing channels.
PAFHRMC is relentless in performing the call of duty and staying true to its mandate
in serving those who serve.

Finally, PAFHRMC will continue to monitor its performance and regularly review
its services and feedback from its clients on a quarterly basis. The Center will continue
to implement its feedback and survey mechanism by monitoring and evaluating the
positive and negative feedback and its over-all performance through Citizen/Client
Satisfaction Survey.

37
Office of the Air Force Adjutant

Issuance of Statement of Service (SOS)

A Statement of Service is a document which serves as proof of service for both

active and retired military personnel duly signed by the Unit Adjutant / Major Service
Adjutants / The Adjutant General.

Branch or Division: Records Management Branch (RMB)

Who May Avail: PAF Military Personnel, Dependents and Authorized Representative

PROCESS OF APPLICATION

Step 1

Request

Requester

HRMIS

The requester will send an online request to his Unit Adjutant using the PAF
Human Resource Management Information System (HRMIS) platform with scanned
copy of the requirements needed for the specific purpose.

WHAT ARE THE REQUIREMENTS? WHERE TO SECURE?

1. Retirement/Separation/Resignation/Dependency Discharge and
Discharge Upon ETE
a. Approved PAF Form 110 (Request for
Unit Assignment/DP/Adjutant
Compulsory/Optional Retirement)
b. Statement of Service Unit Adjutant
c. Appointment Orders – for Officers Only

Trainee Orders (3CT, 2CT,1CT, Draftee) –

for EP Only and if applicable
Applicant
d. OTD/CAD/ETAD Orders – for Officers Only

Enlistment Order/1st, 2nd and Last

Reenlistment Order – for EP Only

38
2. Posthumous Retirement/Separation
a. Basic Request (STL) Unit DP/Adjutant
b. Statement of Service Unit Adjutant
c. Death Certificate Local Registrar’s Office/PSA
3. Promotion, ETAD/SOT
a. Basic Request (STL) Unit DP/Adjutant
b. Statement of Service Unit Adjutant
c. Completeness of e-MPF Applicant
4. Leave to be Spent Abroad
a. Basic Request (STL) Unit DP/Adjutant
b. Statement of Service
Unit Adjutant
c. Military Leave Record
d. Completeness of e-MPF Applicant
5. PAF Provident Fund Loan
a. Basic Request (STL) Unit DP/Adjutant
b. Statement of Service
Unit Adjutant
c. Military Leave Record

6. Other Financial-Related Claims

a. Statement of Service Unit Adjutant
b. Retirement/Separation/Discharged Order
Applicant
(if applicable)

Step 2

Upload

Unit Adjutant UNIT ADJUTANT MODULE

View

MY MPF
UNIT SOS/MLR

Requester

39
 Upon checking all the requirements attached on the request, the Unit Adjutant
will facilitate the Statement of Service of the applicant/requester and upload it in the
system for probable corrections.

Step 3

Upload

Unit Adjutant UNIT ADJUTANT MODULE

Manage

OAFA Encoder

Once the Statement of Service was reviewed by the applicant/requester, the

Unit Adjutant will upload the signed document along with the attached scanned
requirements and send it to the OAFA.

40
Step 4

Upload

Unit Adjutant OAFA MODULES

View

MY MPF
UNIT SOS/MLR

Requester

Once the request entered in the OAFA Module, the OAFA encoder will double
check all the attached scanned requirements and subsequently facilitate the
Statement of Service of the applicant. Upon completion, the OAFA encoder will upload
the signed document with embedded QR code and send it to the applicant for file and
reference.

41
Air Force Finance Center (AFCC)
PAF Provident Fund Loan

I. Discovery

Based on the PAF Citizen’s Charter Handbook 3rd Edition Series of 2021, AFFC
has service charter on PAF Provident Fund Loan. The PAF Provident Fund provides
the granting of benefits and loans to Officers and Civilian Employees of the Philippine
Air Force for their Education or that of their Children, for their hospitalization or that of
their immediate dependents; for minor but immediately needed repair of their houses,
and for other similar purposes to be determined by the Board of Trustees. Further, the
table below shows the Citizen’s Charter s-2022 indicating the client steps, agency
action, and processing time:

Table 14. Citizen’s Charter for PAF Provident Fund Loan

PAF Provident Fund Loan
Client Step Agency Action Processing Time
1. Submit all loan 1.1 Receive and validate the
requirements to the office of completeness of the Application
3 minutes
the PAF Provident Fund or Form
any BFSOs nearby.
1.2 Encoding and Printing of FILMS,
Printing of DV, BURS, and 6 minutes
Transmittal Letter
1.3 Validation and
Recommendation of the Fund 10 minutes
Custodian
1.4 Validation of FILMS 5 minutes
1.5 Approval of the General
30 minutes
Manager
1.6 For Signature of CO, AFFC 30 minutes
1.7 For Signature of Chief, AFAC 1 day
1.8 Preparation of ADA 10 minutes
2. Receive the Loan 2. Submission of ADA to LBP for
5 minutes
Loading
TOTAL 1 day, 1 hr and 39
minutes

The first step to be conducted by the Office of the PAF Provident Fund is to
receive the submitted duly accomplished PAFPF loan application form with the
complete supporting document by loan borrowers at PAFPF Office. Upon receipt of
the loan application, the authenticity and completeness of loan documents will be
checked and verified. After which, thru Financial Institution Loan Monitoring System
(FILMS), paying capacity of the borrower will be evaluated and loan proceeds and the
monthly amortization are to be computed. The next step is to prepare and print the
Disbursement Voucher (DV), BURS, Transmittal Letter, and FILMS. These documents
are to be signed and approved by the Fund Custodian, PAFPF, General Manager,

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PAFPF, and Chief, AFAC. Once approved, Advice to Debit Account (ADA) is to be
prepared and signed by two (2) authorized signatories of PAFPF. This will then be
forwarded to the Land Bank of the Philippines (LBP), Authorized Government
Depository Bank (AGDB) of PAFPF, for crediting of the loan amount to the account of
loan borrowers.

II. DESIGN

A. Benchmark

The primary benchmarks used in the reengineering of Service Charters are the
combinations of best practices by the Office and the established procedures in the
following policies and regulations set by the AFP and PAF:

1. GHQ Provident Fund Credit Policy (Series of 2019-01 Amended)

2. GO Nr 1443, GHQ, AFP dated 14 December 2018
3. PAFPF Board Resolution Nr 2021-03
4. PAFPF Board Resolution Nr 2021-05
5. PAFPF Board Resolution Nr 2022-01
6. PAFPF Board Resolution Nr 2022-02

B. Design of the Desired State

In designing the desired state, the Office considered, first and foremost, the
process from end-to-end or from the start when the borrower submits all loan
requirements to the office of PAF Provident Fund or any BFSOs nearby until the
borrower receives his/her Loan at PAF Provident Fund. The following figures are the
old process flow on the part of the client:

Figure 26. Old Process flow for PAF Provident Fund Loan

Further, the PAF Provident Fund Office had already streamlined its loan
application requirements from nine (9) to four (4) only. Also, the PAFPF loan

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 application form and PAFPF Loan Computation Table can now be availably
downloaded thru the Air Force Finance Center website wherein a corner for PAFPF
can be located. Additionally, a limited online loan application was implemented
effective 01 November 2021 wherein scanned copies of the loan application form and
requirements can be sent through the PAFPF email address at
[email protected]. The following figures are the new process flow on
the part of the client:

Figure 27. New Process flow for PAF Provident Fund Loan

Hereunder is the summary of reengineering plan of AFFC on PAF Provident

Fund Loan:

Table 15. Summary of AFFC Reengineering Plan

CURRENT STATUS EXPECTED OUTCOME
Documents

Documents
Signatures

Signatures
Required

Required
Steps

Steps
Time

Time
Cost

Cost

SERVICES REMARKS

1. PAF Provident Documentary

Fund Loan requirement
1 day, was lessened
into four (4)
1 hr
requirements
9 2 and None 3 4 2 10 hrs None 3 only based on
39 the approved
mins PAFPF Board
Resolution Nr
2021-03.

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 III. Delivery

The implementation of improvements in the service charters of AFFC shall start

as soon as the PAF Citizen’s Charter 4th Edition Series of 2022 is approved by the
Commanding General, Philippine Air Force. The process flow of these charters before
can be described as self-centered. But with the improvements to be made, the new
service charters could be described as service oriented and these charters will
definitely give ease of doing business on the part of the borrowers (PAF personnel).

IV. Continuous Improvement

Having an updated version of the Citizen’s Charter on a yearly basis at AFFC

has been institutionalized since 2020. The AFFC will continue to evaluate its service
charters annually to achieve the ultimate goal of ease of doing business and efficient
delivery of government service to the citizens/clients. Further, the PAF Provident Fund
Office had already streamlined its loan application requirements from nine (9) to four
(4) only. Also, the PAFPF loan application form and PAFPF Loan Computation Table
can now be availably downloaded thru the Air Force Finance Center website wherein
a corner for PAFPF can be located. Additionally, a limited online loan application was
implemented effective 01 November 2021 wherein scanned copies of the loan
application form and requirements can be sent through the PAFPF email address at
[email protected].

Moreover, PAFPF is currently processing the establishment of PAFPF separate

office at the 3rd floor of Airmen’s Mall, CJVAB. Also, PAFPF System is ongoing
development as another automation initiated by the PAFPF Management which
includes features such as ease of report generation, automatic loan computation,
archiving of individual ledgers, integrated in PAF payroll system and films, integrated
info-text system, firewall protected, windows-based system (server-client) not a web-
based system, and has an off-site backup facility.

Finally, AFFC will continue to monitor its performance and regularly review its
services on a quarterly basis. The Office will continue to implement its feedback and
complaints mechanism by monitoring and evaluating the positive and negative
feedback and its over-all performance through Citizen/Client Satisfaction Survey. The
AFFC will also accept complaints from the borrowers as part of said mechanism.

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 FUTURE PLANS AND SPECIAL CONSIDERATIONS

Annually, all government agencies are required to submit report on the Process
Results as one of the criteria and conditions to be eligible for the grant of Performance
Based-Bonus (PBB). The Process Results refer to the achievements in ease of doing
business/ease of transaction with the agency as a result of streamlining,
standardization e.g., through the ISO-certified QMS or its equivalent, digitization,
systems and procedures reengineering, and other related improvements.

For FY 2022, the target will be substantive improvements in ease of doing

business/ease of transaction with respect to two (2) critical services consisting of one
(1) core service (external) based on the mandated function of the agency and one (1)
support/administrative service (internal) as declared in the agency’s/SUC’s updated
Citizen’s Charter and in line with the Anti-Red Tape Authority (ARTA)’s Whole-of-
Government (WOG) Reengineering Manual.

Further, in selecting the critical services to be prioritized by the agency (and

which will be validated later by the ARTA for purposes of determining eligibility for the
PBB), the following factors shall be considered. The selected critical service is: A core
service which is a process needed to achieve the overall mission and objectives of the
public sector organization. These services may refer to those that are aligned with the
agency’s mandate and main functions; or, a service attributable to the Major Final
Outputs (MFOs)/Programs of agencies.

As such, PAF is considering the inclusion of Request of PAF Aircraft Utilization

for Advance Schedule of Mission and Request of PAF Aircraft Utilization for Urgent
Schedule of Missions as part of the PAF Citizen’s Charter 4th Edition series of 2022.
Other future endeavors include the mandatory conduct of time and motion study (TMS)
and compliance cost analysis on all PAF external and internal services by 2023.

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