publics_office... · 2020. 2. 4. · dr. persida v. rueda-acosta, dsd chief public attorney page 5...

PUBLIC ATTORNEY’S OFFICE

QUALITY MANAGEMENT SYSTEM MANUAL ESS.M.001/REV.1


Document Code: ESS.M.001

Issue Date: 11-07-2018

Revision No: 1

QUALITY MANAGEMENT SYSTEM MANUAL

Prepared by: Approved by:

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Deputy Chief Public Attorney Ana Lisa M. Soriano Quality Management Representative

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Dr. Persida V. Rueda-Acosta, DSD Chief Public Attorney

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TABLE OF CONTENTS 1. INTRODUCTION

1.1 Purpose of this Quality Management System Manual 1.2 Revision and Distribution of this Quality Management System Manual

2. PAO PROFILE 2.1 About the Organization 2.2 Organizational Structure

3. MISSION and VISION 3.1 Our Mission 3.2 Our Vision 3.3 Mandate and Functions 3.4 Our Policy for Quality

4. PAO QUALITY MANAGEMENT SYSTEM

4.1 Scope of the Quality Management System 4.2 PAO Process Map 4.3 Process-based Management Systems

4.3.1 Management Processes 4.3.2 Core Processes 4.3.3 Support Processes

5. PROCESSES OF THE PAO QUALITY MANAGEMENT SYSTEM

5.1 Management Processes 5.1.1 Policy Formulation 5.1.2 Planning Performance Review 5.1.2.1 Preparation of Statistical Reports 5.1.3 Internal Audit 5.1.4 Improvement Management 5.1.4.1 Control of Non-Conforming Outputs 5.1.4.2 Corrective Action 5.1.4.3 Feedback Management 5.1.4.4 Administrative Investigation

5.2 Core Processes 5.2.1Judicial and Quasi-Judicial Services

5.2.1.1 Representation and Assistance before Judicial, Quasi-Judicial and Appellate Courts

5.2.1.2 Mediation and Conciliation Services 5.2.2 Non-Judicial Services 5.2.2.1 Legal Counselling 5.2.2.2 Documentation and Administration of Oaths 5.2.2.3 Legal Information Dissemination and Outreach Program 5.2.2.4 Jail Visitation / Decongestion Program 5.2.2.5 Inquest Assistance

5.3 Support Processes 5.3.1 Human Resource Management 5.3.1.1 Recruitment and Selection Process




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5.3.1.2 Leaves and Clearance Management 5.3.1.3 Learning and Development Management 5.3.1.4 Payrol Processing 5.3.2 Infrastructure Management

5.3.2.1 Infrastructure Maintenance Process 5.3.2.2 Transport Management

5.3.3 Outsourced Services Management 5.3.4 Financial Management 5.3.4.1 Disbursement Process 5.3.5 Documented Information Management 5.3.5.1 Control of Documents 5.3.5.2 Control of Records 5.3.5.3 Routing of Communications 5.3.5.4 Mail Management 5.3.5.5 Library Functions

5.3.6 Supply Management 22




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1. INTRODUCTION This Quality Management System (QMS) Manual sets out Public Attorney’s Office (PAO) policy and directions and outlines the interrelated processes that support our goal of ensuring our services meet both the specified client requirements and our business objectives in a consistent, ecological and reliable manner. Moreover, this Quality Manual defines the manner in which PAO implements a QMS that satisfies the requirements of the internationally recognized ISO 9001 Standard and provides an important documentary guide to the system as a whole. Maintenance of this Quality Manual is the responsibility of PAO’s Management Representative. All questions regarding this document should be directed to:

Deputy Chief Public Attorney Ana Lisa M. Soriano Quality Management Representative PAO Central Office 5th Floors DOJ Agencies Building NIA Rd. corner East Ave., Diliman, Quezon City

1.1 Purpose of this QMS Manual The purpose of the Manual along with the various quality management system processes and their associated documents mentioned here are: ➢ To demonstrate the ability of PAO to consistently provide services that

conform to the requirements of our customers; ➢ To improve the level of customer satisfaction by the effective

implementation of a quality management system, including the process of continuous improvement

The processes and procedures defined or referenced in this Quality Manual are intended to establish and communicate the requirements that all operating functions of our organization must meet. These requirements are based on the requirements of our customers as well as applicable international and national standards. As such, these procedures, including this manual, will be updated as the needs of our customers and the respective standards are




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changed as well as for continual improvement of the effectiveness of PAO’s QMS.

1.2 Revision and Distribution of this QMS Manual This document is a controlled document and is identified as such when the Controlled Copy stamp is shown in blue. All other copies are uncontrolled. Issuance, re-issuance, amendments and distribution of the QMS Manual are made in accordance with the Control of Documents Procedure. Revisions made to this document are summarized below:

Date Pages Description

September 24, 2018 All First Version

November 7, 2018 Page 7 & 8 Revision 1

Controlled Copies of This Document

Copy No: Copyholder

1. Chief Public Attorney

2. QMR

3. Regional Public Attorneys

4. Document Controller

2. PAO PROFILE 2.1 About the Organization

Republic Act (R.A.) No. 9406, entitled “An Act Reorganizing and Strengthening the PAO” established the PAO as an independent and autonomous Office attached to the Department of Justice (DOJ) for the purpose of policy and program coordination.

The PAO Central Office is located at the DOJ Agencies Building, NIA Road corner East Avenue, Diliman, Quezon City. The regional and district/sub-




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district offices, on the other hand, are strategically located nationwide to effectively respond to indigent clients from 81 provinces 145 cities, 1,489 municipalities and 42,036 barangays (based on www.dilg.gov.ph), all of which, are in dire need of legal assistance.

Currently, the PAO has 17 regional offices and 316 district offices and 4 sub-district offices. Most of these offices are situated at the Halls of Justice nationwide along with the courts and other offices involved in the administration of justice.

2.2 Organizational Structure

FIELD

OPERATIONS AND

STATISTICS

SERVICE

SPECIAL AND

APPEALED CASES SERVICE

LEGAL RESEARCH

SERVICE

FFINANCIAL

PLANNING AND

MANAGEMENT

SERVICE

ADMINISTRATIVE

SERVICE

DEPUTY CHIEF PUBLIC ATTORNEY

FOR VISAYAS AND MINDANAO

DEPUTY CHIEF PUBLIC ATTORNEY

FOR LUZON

OFFICE OF THE CHIEF

PUBLIC ATTORNEY

EXECUTIVE SUPPORT STAFF

REGIONAL

OFFICES

DISTRICT

OFFICES




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3. MISSION and VISION

3.1 Our Mission

The Public Attorney’s Office exists to provide the indigent litigants, the oppressed, marginalized and underprivileged members of the society free access to courts, judicial and quasi-judicial agencies, by rendering legal services, counseling and assistance in consonance with the Constitutional mandate that “free access to courts shall not be denied to any person by reason of poverty” in order to ensure the rule of law, truth and social justice as components of the country’s sustainable development.

3.2 Our Vision

By 2023, the Public Attorney’s Office, as the principal law office of the government, shall be composed of highly motivated, effective, and empowered public servants, consistently responsive to the ever-growing legal needs of the indigents and other qualified persons, utilizing modern facilities, information technology systems, and tools, needed for efficient delivery of free legal aid services to promote access to justice, truth and peace.

3.3 Mandate and Functions

The PAO is mandated to represent, free of charge, indigents, and other persons qualified for legal assistance in all civil, criminal, labor, administrative and other quasi-judicial cases where, after due evaluation, it is determined that the interest of justice will be served thereby. Accordingly, the PAO shall extend legal assistance to qualified persons whose case is meritorious.

3.4 Our Policy for Quality

We, at the Public Attorney’s Office (PAO), commit ourselves to provide prompt, competent, reliable and excellent free legal services to indigents and other qualified persons in adherence to Republic Act No. 9406, otherwise known as the PAO Law, and other pertinent laws, rules and regulations.

We pledge to fulfill our mandate with utmost honesty, sincerity and respect for the rule of law and justice. Further, we endeavor to upgrade our facilities and adapt to global changes in information technology systems, and tools to be more effective and efficient in responding to the dynamic legal needs of our clientele.




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We guarantee the smooth implementation of the noble objectives of the PAO through continuous improvement of our quality management system.

“Prompt service with a smile”

4. PAO QUALITY MANAGEMENT SYSTEM 4.1 Scope of the QMS The PAO QMS applies to all operations and processes required to deliver free legal services to its indigent clients and other persons qualified for legal assistance in the following offices:

1. PAO - Central Office ○ 5th Floor, DOJ Agencies Bldg., NIA Road cor. East

Avenue, Diliman, Quezon City (with exception to cases being handled by the Chief Public Attorney for being highly confidential and paramount to national interest)

2. PAO - Regional Offices

○ Cordillera Administrative Region Regional Office -

Room 112, Ground Floor, Justice Hall, City Hall Loop, Abanao Extension St., Baguio City, Benguet

○ CALABARZON Regional Office - Room 112, Ground Floor, Justice Hall, City Hall Loop, Abanao Extension St., Baguio City, Benguet3rd Floor, Bahay Aruga-Pasig Social Welfare Department, Eusebio Bldg., City Hall Compound, Caruncho Ave. Brgy Nicolas, Pasig City

3. PAO - District Offices

○ Conner, Apayao District Office - Municipal Hall,

Caglayan, Conner, Apayao ○ Pasig City District Office - 3rd Floor, Bahay Aruga-Pasig

Social Welfare Department, Eusebio Bldg., City Hall Compound, Caruncho Ave. Brgy Nicolas, Pasig City




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The PAO’s management, core and support processes, as demonstrated in its QMS process map, form part of the scope of the PAO’s QMS. They work collectively to ensure the delivery of the following services:

· Regular Judicial and Quasi-Judicial Services o Legal representation and assistance in all judicial and

quasi-judicial bodies o Mediation/Conciliation

· Non-Judicial Services

o Legal Counselling o Documentation (i.e., preparation of affidavits and

administration of oaths) o Custodial/Inquest Assistance o Jail Visitations o Barangay Outreach Activities

Further, the PAO’s QMS satisfies the full range of requirements specified by ISO 9001:2015 with a notable clarification on the applicability of ISO 9001:2015 Clause 8.3 – Design and Development of Products and Services, as justified below: The statutory mandate of PAO to provide free legal services and assistance to its clientele is subject to, and governed by, its enabling law (i.e., Republic Act No. 9406, entitled as “AN ACT REORGANIZING AND STRENGTHENING THE PUBLIC ATTORNEY'S OFFICE (PAO), AMENDING FOR THE PURPOSE PERTINENT PROVISIONS OF EXECUTIVE ORDER NO. 292, OTHERWISE KNOWN AS THE "ADMINISTRATIVE CODE OF 1987", AS AMENDED, GRANTING SPECIAL ALLOWANCE TO PAO OFFICIALS AND LAWYERS, AND PROVIDING FUNDS THEREFOR), including its implementing rules and regulations. Moreover, the PAO’s core processes largely depend on the Rules of Court for judicial cases in all courts, and the procedural and substantive rules of other quasi-judicial agencies/bodies in which it represents its clients.




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4.2 PAO Process Map

4.3 Process-based Management Systems

Our management believes that an effective system depends on managing all the processes so as to produce the desired outcome. Thus, PAO adopts the




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process approach promoted by both ISO 9001 standard. Our QMS processes are classified into three groups as follows:

4.3.1 Management Processes

These include processes relating to establishing and reviewing the set strategic thrust and objectives, providing internal and external communication mechanisms including feedback management, internal auditing, and gathering data for performance analysis and improvement of the effectiveness and efficiency of PAO’s QMS during performance reviews.

4.3.2 Core Processes These include all the processes that have direct interaction with the information, materials, and activities employed to provide the intended outputs of PAO’s services ranging from Judicial, Quasi-Judicial and Non-Judicial Services.

4.3.3 Support Processes

These include all those processes for the provision and maintenance of the resources that are needed for the effective operation of the core processes. Such processes include human resource management, information and documentation management, infrastructure management, financial management, supplies management and outsource services management.

5. PROCESSES OF THE PAO QUALITY MANAGEMENT SYSTEM

5.1 Management Processes 5.1.1 Policy Formulation Pursuant to Republic Act No. 9406 or the PAO Law, the authority and responsibility for the exercise of the mandate of the PAO and for the discharge of its powers and functions shall be vested in the Chief Public Attorney. Semi-annual or upon the discretion of the Chief Public Attorney, however, the Deputy Chief Public Attorneys, Regional Public Attorneys and Service Heads are called upon to review internal and external issues of the organization, formulate uniform policies to address the issues, adopt




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additional policies based on previous performance and amend existing policies, if necessary. Prior to the any conference/deliberation, the Chief Public Attorney is provided with statistical and empirical data/reports based on quarterly performance of the entire organization. Likewise, grievances, questions and clarifications on administrative matters from the ground are also raised to the RPAs from their respective district offices, and are thereafter tackled during the management conference/deliberation. Any output of the management conference/deliberation is promulgated via office orders. Reference: Policy Formulation Procedure

5.1.2 Planning and Performance Review Periodic performance review is an essential part of the PAO’s approach to planning for continual improvement of the effectiveness and efficiency of its quality management systems with the objective of satisfying its clients’ legal needs including the applicable requirements of other relevant interested parties. Reviews on the management system’s suitability, adequacy and effectiveness are presented, discussed and acted upon during various staff and management meetings. Effective reviews require the assembly of meaningful performance data – performance of services and programs – to allow factual based decision-making. The reviews are fully recorded and, as a minimum, produce recommendations for improvements and any need for changes to the Quality Management System as appropriate to the information reviewed. References: Notice of Meeting (Memorandum) Minutes of the Meeting Strategic Performance Management System (SPMS) Planning and Performance Review Procedure




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5.1.2.1 Preparation of Statistical Reports The Statistical Data Management is an important process that provides the needed statistics on the number of cases handled and the number of clients served by the PAO. It also provides data on the number of cases terminated and how many of these terminated cases are favorable to the clients. The data are gathered by collecting and consolidating the Individual Performance Reports submitted by the Public Attorneys to their respective District Public Attorneys or Regional Public Attorneys and the Service Heads of the PAO – Central Office. Once the report is complete and finalized, the Statistician submits it to the Service Head for checking and analysis. After which, it is submitted to the FPMS Director and finally to the Office of the Chief Public Attorney for review and approval.

References: Individual Performance Reports, and Consolidated Reports Minutes of the Meeting

Strategic Performance Management System (SPMS) Statistical Data Procedure

5.1.3 Internal Audit PAO ensures that the established QMS continues to meet our Performance Commitment and Targets, planned actions and results. Adequacy, conformance, effectiveness as well as efficiency of the processes of the QMS are verified by systematic internal audits conducted by internal auditors. These audits provide feedback to the management for them to drive continuous improvement of PAO’s QMS processes. Internal audits cover the entire QMS and its processes and are scheduled according to a yearly auditing plan taking into consideration the status and importance of the activities to be audited as well as the results of the previous audits. The summary of the results of the internal audit is reviewed as part of the Staff and Management Meetings. Following each audit, the results are recorded and brought to the attention of the personnel having responsibility for the activity under audit.




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Where corrective action is needed, it will be emphasized to the head of the functions and re-audited as appropriate. This re-audit will also be recorded. References: Internal Audit Procedure Annual Audit Plan Audit Findings Report

5.1.4 Improvement Management 5.1.4.1 Control of Non-conforming Output The delivery of PAO’s services necessitates that planned results are fulfilled in accordance with the relevant internal and externally mandated specifications. As such, it is the policy of PAO to identify, control and prevent delivery of process outputs that do not conform to specified requirements. In upholding such policy, PAO has established a reference procedure that defines the system for determining and implementing correction to contain or mitigate nonconforming outputs. Reference: Nonconformity and Corrective Action Procedure

5.1.4.2 Corrective Action In PAO QMS, there is a difference between carrying out corrective actions and just fixing a nonconformity. Fixing a nonconformity, as mentioned above, is about resolving the problem by the actions described in the reference procedure. While a corrective action is concerned with finding out why the nonconformity occurred and making sure that the problem does not occur again.

The need for corrective action could be indicated by a number of factors, some of which could be: * audit findings; * customer complaints; * nonconforming outputs; * and others

When corrective action is taken, this is recorded and followed up within a reasonable period to find out whether it has worked. Satisfactory action




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results may necessitate changes on the documented procedures, objectives and any other relevant documentation. Reference: Nonconformity and Corrective Action Procedure

5.1.4.3 Feedback Management PAO will always strive to satisfy the needs and expectations of our clients. Thus, PAO is committed to pay attention to our clients’ needs including their concerns. PAO has established methods for obtaining, monitoring and reviewing this information to ensure that inquiries will be answered and expectations are effectively fulfilled, these will include: * performing operational plan meetings to ensure delivery of quality

services; * implementing corrective actions to resolve customer complaints; * measuring our customer satisfaction regarding our performance.

Complaints of our clients will be acted as soon as possible. The level of client satisfaction is reviewed once a month but depending on the seriousness of the complaints. This is done by analyzing the information obtained from client feedback. Appropriate action is decided, based upon the results of the analyses and reviews conducted, to ensure that levels of client satisfaction are as high as reasonably possible. References: Feedback Management Procedure Nonconformity and Corrective Action Procedure

Client Feedback and Satisfaction Survey Form

5.1.4.4 Administrative Investigation Administrative Investigation is carried out upon the instance of any office/ service of the PAO or upon receipt of the complaint/s from walk-in complainant, or through the 8888 Citizen’s Complaint Hotline, email, or ordinary mail and/or indorsement. The PAO employee being complained is afforded due process, and imposed with sanctions and/or penalties as may be called upon by the circumstances and in accordance with the PAO Operations Manual, PAO Code of Conduct, CSC Rules and Regulations, and other applicable laws, rules, regulations and Supreme Court decisions. References: 2017 Rules on Administrative Cases in the Civil Service CSC Rules and Regulations




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RA 9406 in relation to the PAO Operations Manual (2016) PAO Code of Conduct Code of Professional Responsibility RA No. 1319 RA No. 6713

5.2 Core Processes

5.2.1 Judicial and Quasi-Judicial Services 5.2.1.1 Representation and Assistance before Judicial, Quasi-Judicial and Appellate Courts

The PAO, under its enabling law, RA No. 9406, sustains prompt, uninterrupted and exhaustive legal representation of indigent clients and other persons qualified for legal assistance in conformity with the statutory mandate of the PAO in cases pending before the Metropolitan Trial Courts, Municipal Trial Courts, Municipal Circuit Trial Courts, Municipal Trial Courts in Cities, Regional Trial Courts, Sandiganbayan and Quasi-Judicial agencies, subject to limitations with respect to certain types of cases, and the PAO’s merit and indigency tests, as provided in the PAO Operations Manual. Likewise, the PAO also handles cases before appellate courts. It is part of the commitment of the PAO to render full representation to its clients. References: RA 9406 in relation to the PAO Operations Manual (2016) Representation and Assistance before MTCs, etc. Procedure

Representation and Assistance before Appellate Courts Procedure

5.2.1.2 Mediation and Conciliation Services The PAO lawyers and staff observe a procedure in handling and rendering Mediation and Conciliation services to indigents and other qualified persons. Upon determination that a case can be mediated, the Public Attorney is expected to assist the client to undergo the said process.

References: RA 9406 in relation to the PAO Operations Manual (2016) Mediation and Conciliation Service Procedure




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5.2.2 Non-Judicial Services 5.2.2.1 Legal Counseling All legal queries and concerns received from walk-in clients, through phone-in queries, sent through the PAO official electronic mail address, through ordinary mail and through 8888 Citizen’s Complaint Hotline Portal, are amply addressed by public attorneys through direct consultation or written legal advice. References: RA 9406 in relation to the PAO Operations Manual (2016) Legal Counselling Procedure

5.2.2.2 Documentation and Administration of Oaths Public Attorneys are authorized, under R.A. No. 9406 or the PAO Law, to administer oaths in connection with the performance of their duty. Concomitantly, Public Attorneys assist persons in the preparation of affidavits, instruments or other similar documents, and administer oaths, provided the documents involved are not commercial documents. References: RA 9406 in relation to the PAO Operations Manual (2016) Documentation and Administration of Oaths Procedure

5.2.2.3 Legal Information Dissemination and Outreach Program To further reach out to the indigent members of our society, the PAO conducts Barangay Legal Outreach programs in coordination with other government departments, agencies, local government units and non-government organizations for the purpose of legal information dissemination, legal consultation/counselling, lectures, and other instant services. References: RA 9406 in relation to the PAO Operations Manual (2016)

Legal Information Dissemination and Outreach Program Procedure

5.2.2.4 Jail Visitation / Decongestion Program The PAO regularly schedules jail visitation and conducts jail decongestions programs, during which persons deprived of liberty who are without counsel, who have been in custody beyond the allowable period, who have not yet been




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arraigned within the required period, and minors who should be released, are assured legal assistance with the end view of releasing them from confinement or speeding up the criminal cases filed against them. References: RA 9406 in relation to the PAO Operations Manual (2016)

Jail Visitation Procedure

5.2.2.5 Inquest Assistance Through this process, the PAO assures that public attorneys are ready to render assistance at any time of the day to persons arrested. Public attorneys are to ensure the legality of the arrest or detention of the suspect, and that any arrested/detained person who appears to have been tortured is immediately brought to the nearest government medical practitioner or to a private physician. Public attorneys shall render legal assistance to such arrested suspect in custodial and inquest investigation. References: RA 9406 in relation to the PAO Operations Manual (2016)

Custodial and Inquest Assistance Procedure

5.3 Support Processes

5.3.1 Human Resource Management 5.3.1.1 Recruitment and Selection Process Like any other organization which controls group of companies, PAO believes that the human resource capital is the most important asset of its long-term operational sustainability. As such, PAO is fully committed to continuously enhance the organization’s human resources to be better equipped and responsive to the growing demands of a dynamic and highly competitive environment. To ensure that PAO affiliates, maintains (please check) highly qualified and competent personnel, the Human Resource Management and Development Division (HRMDD) follows a recruitment procedure in hiring personnel and periodically evaluates the workforce against key performance criteria following the existing rules and regulations of the Civil Service Commission. Reference: Recruitment and Hiring Procedure 2017 Omnibus Rules on Appointments and Other HR Actions




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5.3.1.2 Leaves and Clearance Management

Leaves and clearance management ensures employee’s compliance with the leave policies of the Civil Service Commission (CSC) and guarantees that availability of sufficient staff at all times and employees satisfaction is retained. The process provides management and staff with information of availability of all types of paid and unpaid leave of absence for work including maternity leave, vacation leave, sick leave, solo parent leave, magna carta leave, paternity leave, forced leave and special privilege leave. Reference: Leaves and Clearance Procedure

5.3.1.3 Learning and Development Management Learning and development management under the Field Opearations and Statistics Service is the process of determining the needs of PAO employees using various forms of interventions. Through a series of procedures from conducting a training needs analysis and determining which intervention is appropriate for the employees, training activities will be mapped and implemented within a specific timeline. The employee will then be re-assessed for improvements and recommendations for whatever further appropriate action to be taken. Reference: Learning and Development Procedure

5.3.1.4 Payroll Processing The office will determine if they have a need for a new employee. If such need arises, the office will hire an additional employee. Once an employee is hired, the complete pertinent documents from HR (i.g. DTR, Appointment, Certificate of Assumption, etc.) is forwarded to the payroll section who will then enter employee information into regular payroll. The




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newly hired employee will receive their initial salary after complying and submitting all the complete pertinent documents. References: Requirements from HRMDD:

● DTR ● Appointment ● Oath of Office ● Certificate of Assumption ● LBP Account Number

Reference: Payroll Procedure

5.3.2 Infrastructure Management

5.3.2.1 Infrastructure Maintenance Process This process is needed to ensure proficient operation, utilization and maintenance of building equipment and vehicles for the use of PAO employees and its clients. In addition, the equipment are checked for optimum functionality and condition. It is made sure that immediate repairs of various equipment and utility vehicles are done. Reference: Infrastructure Maintenance Process

5.3.2.2 Transport Management Transport service is carried out when interested party submits a request to the General Services Section (GSS) for an office vehicle for use on an official trip. The GSS staff will prepare the Trip Ticket indicating therein the name of the requesting party, purpose of the trip, destination and time of departure of the travel. Once the prepared Trip Ticket is done and approved, the assigned vehicle and driver will be dispatched in accordance with the planned travel. After the trip, all the Trip Tickets will be signed by thier respective driver and passenger/s for documentation purposes. Reference: Infrastructure/ Transport Management Procedure




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5.3.3 Outsourced Services Management PAO operates with the support from selected service providers such as Janitorial Services, Security Services, Billing Services, among others. PAO also maintains the responsibility for ensuring that the expected outputs of these outsourced-service providers are in accordance with the requirements of PAO. The Head of the Administrative Service constantly communicate with the key personnel of these service providers. Information needed by the service providers are provided timely, completely and accurately to ensure a smooth flow of the operation. Other than the routine monitoring and supervision of the tasks assigned to a service provider, PAO conducts periodical evaluation on the performance of these outsourced-service providers. Reference: IRR of RA 9184 Outsourced Services Procedure

5.3.4 Financial Management 5.3.4.1. Disbursement Process Financial Management is carried out to ensure proper processing of financial transactions covering the utilization of annual budget of Public Attorney’s Office. The disbursement process is carried out as prescrived in the Goivernment Accounting Manual and other relevant rules and regulations. This covers pre-audit of disbursement vouchers, obligating the claims, indexing of claims, certifying as to availability of funds for the claim, preparing and approving forms to be submitted to servicing bank, and payment of claims. References: Government Accounting Manual COA Rules and Regulations Disbursement Process Procedure




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5.3.5 Documented Information Management 5.3.5.1 Control of Documents This process ensures that all documents for the guidance of the operation of the entire organization of PAO are timely and properly disseminated, controlled and protected from unauthorized use and access, and are immediately retrievable for reference, where and when it is needed. This is necessary in order to ensure that organizational knowledge is maintained and easily accessible to all members of the PAO, in aid of all their functions. References: Control of Documents-QMS Documents Procedure Control of Documents-Office Issuances Procedure

5.3.5.2 Control of Records Records are important for thier substance and as evidence of communications, decisions, future course of actions and history. As a service oriented government office, we are accountable to the public. Records support openness and transparency by documenting providing evidence of work activities. Records support quality program and services, inform decision making, and help meet organizational goals, for that reason the Control of Records are essential. Once documents are disseminated to all concerned, the office records are properly identified, labeled, filed, stored, protected from harmful elements and can be easily retrieved. These records must remain legible and identifiable throughout their retention period. References: Training/NAP (National Archives of the Philippines) Control of Records Procedure

5.3.5.3 Routing of Communications The routing of all communications received by the Chief Public Attorney through the Executive Support Staff, to the various offices and services of the PAO is maintained by this process. The efficient routing is necessary to guarantee high satisfaction of internal and external stakeholders of the organization. Thus, the PAO established a system by which all documents are routed in an organized and traceable manner.




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References: Routing of Communications Procedure

5.3.5.4 Mail Management The processing of all incoming and outgoing mails and communications is managed by the Records Section of the Administrative Service. The said Section is also responsible for the dissemination and distribution to the concerned person/office on a timely manner of the documents mailed and received. Reference: Mail Management Procedure

5.3.5.5 Library Function This includes the processes of requesting and organization and management of books, subscription to newspapers, and collection of newspaper articles, clippings and other relevant issuances.

References: Routing of Communications Procedure

5.3.6 Supply Management This covers the entirety of the supply management process from procurement, inventory and disposal of sxupplies and IT equiptment. All supplies and IT equiptment are centralized and done in the PAO Central Office. Together with the Bid and Awards Committee members, supplies are procured and sent to the various Service and Field Offices. References: R.A. 9184

General Appropriations Act (GAA) Procurement Service Supply Management Procedure