Citizens Charter 2018

Release Date: 

Friday, February 8, 2019
AGENCY CITIZEN SERVICES STANDARDS
(Citizen's Charter)
AGENCY MANDATE
 
The PSA shall primarily be responsible for the implementation of the objectives and provisions of RA 10625. It shall plan, develop,
prescribe, disseminate, and enforce policies, rules and regulations and coordinate government-wide programs governing the
production of official statistics, general-purpose statistics, and civil registration services.
 
It shall primarily be responsible for all national censuses and surveys, sectoral statistics, consolidation of selected administrative
recording systems and compilation of national accounts.
 
VISION
Solid responsive world-class authority on quality statistics and civil registration.
 
MISSION
Deliver relevant, reliable statistics and civil registration services for equitable development towards improved quality life for all.
 
CORE VALUES
 
• Integrity - We observe the highest standards of professional behavior by exemplifying impartiality and independence in everything we do. We stand firm with undue influence – ensuring integrity cuts across not only in the statistics we deliver, but more importantly, in our people.
• Transparency – We ensure transparency in all interactions and transactions to build and nurture trust inside and outside the PSA. We strive for clear communication, shared knowledge, and informed, all-inclusive decisions for cultivating mutual respect at all levels of the organization.
• Adaptability – We respond to change with a positive attitude and willingness to learn new ways to deliver our mandate. We stay on top of technological advancements and never give up in the face of challenges, instead finding them as opportunities to discover and gain insights to further our services to the public.
 
FUNCTIONS
 
The PSA shall:
1. Serve as central statistical authority of the Philippine government on primary data collection
2. Prepare and conduct periodic censuses on population, housing, agriculture, fisheries, business, industry, and other sectors of
the economy;
3. Collect, compile, analyze, abstract and publish statistical information relating to the country’s economic, social, demographic
and general activities and condition of the people;
4. Prepare and conduct statistical sample surveys on all aspects of socioeconomic life including agriculture, industry, trade,
finance, prices and marketing information, income and expenditure, education, health, culture, and social situations for the use
of the government and the public;
5. Carry out, enforce and administer civil registration functions in the country as provided for in Act 3753, the Law on Registry of
Civil Status;
6. Collaborate with departments of the national government including GOCCs and their subsidiaries in the collection, compilation,
maintenance and publication of statistical information, including special statistical data derived from the activities of those
departments, corporations and their subsidiaries;
7. Promote and develop integrated social and economic statistics and coordinate plans for the integration of those statistics,
including the national accounts;
8. Develop and maintain appropriate frameworks and standards for the collection, processing, analysis and dissemination of
data;
9. Coordinate with government departments and local government units (LGUs) on the promotion and adoption of statistical
standards involving techniques, methodologies, concepts, definitions and classifications, and on the avoidance of duplication
in the collection of statistical information;
10. Conduct continuing methodological, analytical and development activities, in coordination with the PSRTI, to improve the
conduct of censuses, surveys and other data collection activities;
11. Recommend executive and legislative measures to enhance the development of the statistical activities and programs of the
government;
12. Prepare, in consultation with the PSA Board, a Philippine Statistical Development Program (PSDP);
13. Implement policies on statistical matters and coordination, as directed by the PSA Board, and;
14. Perform other functions as may be assigned by the PSA Board and as may be necessary to carry out the purposes of RA
10625.
 
LIST OF FRONTLINE SERVICES:
 
1. Information Technology and Dissemination Service
a. Library services for walk-in clients
b. Telephone research/data requests
c. Data services for online requests/download of available data posted in the agency's website
d. Official data requests for statistics and other data not available for download/request for special tabulations of PUF.
2. Civil Registration Services
a. Copy issuance of civil registry documents for walk-in-clients-Serbilis Outlets
b. Provision of Information re: Online applications for copy issuance of civil registry documents through the internet/web
and birth certificate delivery through requests
c. Copy issuance through Batch Request Query System (BREQS)
d. Issuance of Certificate of Registration of Authority to Solemnize Marriage (CRASM)
e. Public assistance/counseling on civil registration matters.
 
QUALITY POLICY
 
We, the Philippine Statistics Authority, commit to deliver relevant and reliable statistics and efficient civil registration services
to our clients and stakeholders.
We adhere to the UN Fundamental Principles of Official Statistics in the production of quality general-purpose statistics and
commit to deliver civil registration services in accordance with the laws, rules and regulations, and other statutory requirements.
We endeavor to live by the established core values and corporate personality of the PSA and adapt the appropriate technology
in the development of our products and delivery of services.
We commit to continually improve the effectiveness of our Quality Management System to ensure equitable development
towards improved quality of life for all.
 
INFORMATION TECHNOLOGY AND DISSEMINATION SERVICE
Schedule of Availability of Service:
Monday - Friday
8:00 AM - 5:00 PM, No Noon Breaks
Who May Avail of the Service:
Researchers, students and others who are in need of statistical data for their academic
researches,
Feasibility studies and the like.
 
What are the Requirements:
1. Valid ID to be presented to the library staff
2. Letter Request
How to Avail of the Service:
Step Applicant/Client Service Provider/ SOCD
Processing
Time (Under
Normal
Circumstances)
Person in
Charge
Fees Form
Library Services Walk-In-Research
1
Accomplishes the Researcher's
Logbook. Indicate the data to be
researched.
 
Evaluates the data to be researched. Provide books/publications, if available. Otherwise, refer the researcher to other agencies where the requested publications may be secured
1 Minute
Information
Marshall/
Security Guard
None
None AF and Priority
Lane Slip
2 Looks for a vacant seat at the Library.
Requests the researcher to
fill-in the Client Service Form
(Library Services) if the data
to be researched are
available.
1 minute
Statistical
Staff/
Information
Officer
None
Client Service
Form (Library
Services)
Borrowing Books/Publications
1
Accomplishes the Borrower's Logbook
indicating his/her name, name/title of the publication, date borrowed,
address, sign and presents Valid ID.
Evaluates if the logbook is
completely filled up. Give the publication to the researcher and inform him/her when it
should be returned.
2 minutes
Statistical
Staff/
Information
Officer
None
Researcher's
Borrower's
Logbook
2
Researcher brings home the
publications
         
Returning Borrowed Books/Publications
1
Returns the books/publications
borrowed to the Statistical Staff
assigned at the Library.
Inspects the books/publications returned. Indicates the date when the
publication was returned.
2 minutes
Statistical
Staff/
Information
Officer
None
Researcher's
Borrower's
Logbook
2 Waits for his/her identification card.
Returns the ID to the researcher.
1 minute
Statistical
Staff/
Information
Officer
None  
Telephone Research
1
Identify oneself and give the name of your school/office and the purpose of
the research.
Writes the researcher's
name, school/office and the requested data in the Researcher’s Control Form.
2 minutes
Statistical
Staff/
Information
Officer
None
Researcher's
Control Form
2 Requests for the needed data.
Dictates on the phone the
requested data, if readily available. Otherwise, advise
the caller to call back after 5
minutes. (Note: The Library
is allowed to give a maximum of three data/figures through telephone.)
5 minutes
Statistical
Staff/
Information
Officer
None  
DATA REQUESTS (Other than Library Services)
Online/Internet (www.psa.gov.ph and rsso05.psa.gov.ph)
1
Asks for the website address of PSA RSSO V.
Provides the website address
of PSA-RSSO V.
1 minute
Statistical
Staff/
Information
Officer
None  
2
Connect to www.psa.gov.ph or
available (free) downloads for
statistical releases/data by sector.
         
Official Data Requests And Other Data Not Available for Download
1
Write/e-mail official letter-request
addressed to the Regional Director or
Provincial Statistics Officer (RD or PSO).
Evaluates the requested data. If
the data is with softcopy, provide/send thru email. If in
hard copy, provide the requested data.
Variable
Statistical
Staff/
Information
Officer
None
Communication
Monitoring Report
2
Brings CD for duplication of data or
photocopy the needed data.
         
Official Data Requests for Special Tabulations
1
Asks how to requests for special tabulations.
Provides information on how
to avail special tabulations.
1 minute
Statistical
Staff
None  
2
Write/e-mail official letter-request
addressed to the National Statistician
thru the Regional Director
Endorses request to CO Variable
Information
Officer/Subject Matter Specialists
Variable  
Bookshoppe Services
1
Register at office logbook located at
Public Assistance and Complaint's
Desk (PACD) and present valid ID.
Assists client in registering
on the logbook and
endorses client to a statistical staff
2 minutes
Officer-in-
Charge
(PACD)
None  
2
Secure and fill-out a Subscription
Form and purchase a
publication/CD-ROM
Assess availability of publication/CD-ROM.
 
If available, provide the
publication/CD-ROM and
issue official receipt. If CDROM
is purchased, also
issue Terms of Use.
5 Minutes
Statistical
Staff
(See Order/
Subscription
Form)
Subscription
Form
END OF TRANSACTION

 

 

 
CIVIL REGISTRATION SERVICES
 
COPY ISSUANCE OF CIVIL REGISTRY DOCUMENTS FOR WALK-IN CLIENTS -
SERBILIS OUTLETS
 
Schedule of Availability of Service
Monday to Friday
7:00AM - 5:00PM, No Noon
Break
 
Who May Avail of the Service: General Public
 
What are the Requirements:
1. Filled-out Application Form (AF)- (Birth/Marriage/Death/CENOMAR)
2. Pursuant to PD 603, Authorization letter and ID of the document owner together with the requester's ID must be provided,
i f the requester for the birth certificate is not any of the following:
a. Document Owner c. His/ Her Spouse
b. His/ Her Parent d. His/ Her Direct Descendant
f. Legal Guardian/Institution-in-Charge, if minor
* If the document owner is a minor, only his/ her parent or guardian is authorized to get the birth certificate.
* If the receiving party is the guardian of the document owner, a valid ID and proof/ declaration
of guardianship must be presented.
3. Per RA No. 10173 also known as "Data Privacy Act of 2012", all requests for Civil Registration Documents including Death,
Marriage and CENOMAR are likewise treated confidential, hence, the requirements in No. 2 shall also be required.
 
How to Avail of the Service:
Step Applicant/Client
Service Provider/CRS Legazpi
Outlet
Processing Time
(Under Normal
Circumstances)
Person in
Charge
Fees Form
1
*Senior Citizens, Pregnant
Women, Persons with
Disability (PWD), Lactating
Mothers, Registered
OFWs, and Government
Employees shall request for
priority lane slip at Info.
Marshall
Advises the clients to fill-out the
required info in the AF and slip, then
proceed to Window 1.
 
 
 
 
 
 
 
 
 
 

1 Minute

 

 

 

 

 

 

Information
Marshall/
Security Guard
 
 
 
 
None
AF and Priority
Lane Slip
 
 
 
 
Gets the AF from the
Information Marshall and
fills-out the required
information
Distributes the AF and provides short
briefing
5 Minutes
Information
Marshall/
Security Guard
  AF
Fill-outs the information
completely and proceeds to
Information Marshall for
short screening and obtains
a number as basis for the
payment
Checks and screens the filled-out AF
of client and gives queue number
2 minutes
Information
Marshall/
Security Guard
  AF
2
Waits for the queue number
and proceeds to any
vacant payment window to
pay at the Cashier/
Collecting Officer
Assists client's request, issues
Official Receipt, and briefs the client
about the document requested and
the requirements needed
5 minutes
Cashier/
Collecting
Officer
P 155.00 per
copy for
Birth/Death
Marriage
Certificate
 
P210.00 per
copy for
CENOMAR/
CEMAR
AF
 
Forwards request for processing
(Encoding, Printing, Barcoding and
Sorting)
1 hour to 2
hours: (Birth,
Death and
Marriage
Certificate)
 
4 days:
(CENOMAR/
CEMAR)
Request Service
Officer
   
3
Waits for the processed
document and proceeds to
the releasing area
Releases document/s to the client
with the complete requirements
3 minutes Releasing Clerk None
AF and ID
(Kindly refer to the
requirements
above)
4
Proceeds with the Public
Assistance Desk/ CARE
Officer window if there are
queries about the
requested document
Attends to the queries/concerns of
the clients
Variable
Public
Assistance Desk
Officer/ CARE
Officer/ Outlet
Supervisor
None  
END OF TRANSACTION
 
COPY ISSUANCE OF CIVIL REGISTRY DOCUMENTS
ONLINE APPLICATIONS
E-Census
Schedule of Availability of Service:
Monday to Sunday
24 Hours
Who May Avail of the Service: General Public
What are the Requirements:
1. Access to the Internet
2. Log on to www.e-census.com.ph and enroll/ accept terms and conditions for online transactions
3. Fill up online requester's information and contact details
4. Follow online instructions for payment and other details
5. Per reference to PD 603, application for Birth Certificates shall be provided with:
* Valid ID is required for both owner and requester of document. Only the following are authorized to receive
birth documents:
a. Document Owner c. His/ Her Spouse
b. His/ Her Parent d. His/ Her Direct Descendant
e. Legal Guardian, if minor
* If the document owner is a minor, only his/ her parent or guardian can authorize the receipt of delivery of the birth
certificate. The receiving party must present a valid ID. If the receiving party is the guardian of the document owner, a
valid ID and proof/ declaration of guardianship must be presented.

How to Avail of the Service:

Step Applicant/Client
Service Provider/CRS Legazpi
Outlet
Processing Time
(Under Normal
Circumstances)
Person in
Charge
Fees Form
1
*Senior Citizens, Pregnant
Women, Persons with
Disability (PWD), Lactating
Mothers, Registered
OFWs, and Government
Employees shall request for
priority lane slip at Info.
Marshall
Advises the clients to fill-out the
required info in the AF and slip, then
proceed to Window 1.
 
 
 
 
 
 
 
 
 
 

1 Minute

 

 

 

 

 

 

Information
Marshall/
Security Guard
 
 
 
 
None
AF and Priority
Lane Slip
 
 
 
 
Gets the AF from the
Information Marshall and
fills-out the required
information
Distributes the AF and provides short
briefing
5 Minutes
Information
Marshall/
Security Guard
  AF
Fill-outs the information
completely and proceeds to
Information Marshall for
short screening and obtains
a number as basis for the
payment
Checks and screens the filled-out AF
of client and gives queue number
2 minutes
Information
Marshall/
Security Guard
  AF
2
Waits for the queue number
and proceeds to any
vacant payment window to
pay at the Cashier/
Collecting Officer
Assists client's request, issues
Official Receipt, and briefs the client
about the document requested and
the requirements needed
5 minutes
Cashier/
Collecting
Officer
P 155.00 per
copy for
Birth/Death
Marriage
Certificate
 
P210.00 per
copy for
CENOMAR/
CEMAR
AF
 
Forwards request for processing
(Encoding, Printing, Barcoding and
Sorting)
1 hour to 2
hours: (Birth,
Death and
Marriage
Certificate)
 
4 days:
(CENOMAR/
CEMAR)
Request Service
Officer
   
3
Waits for the processed
document and proceeds to
the releasing area
Releases document/s to the client
with the complete requirements
3 minutes Releasing Clerk None
AF and ID
(Kindly refer to the
requirements
above)
4
Proceeds with the Public
Assistance Desk/ CARE
Officer window if there are
queries about the
requested document
Attends to the queries/concerns of
the clients
Variable
Public
Assistance Desk
Officer/ CARE
Officer/ Outlet
Supervisor
None  
END OF TRANSACTION

 

COPY ISSUANCE OF CIVIL REGISTRY DOCUMENTS TELEPHONE REQUESTS
PSA Birth Certificate Delivery
(PSA Helpline Plus)
737-1111
Schedule of Availability of Service:
Monday to Sunday
24 Hours
Who May Avail of the Service: General Public
What are the Requirements:
1. Access to the telephone. Dial 737-1111
2. Provide vital information about the requested document to the service officer who attends the call
3. Follow instructions for payment and other details
4. Access to the internet for previous subscribers/customers, logon to www.e-census.com.ph for online applications
5. For Birth Certificate Application Only:
* Valid ID is required for both owner and requester of document. Only the following are authorized to receive birth
documents:
a. Document Owner c. His/ Her Spouse
b. His/ Her Parent d. His/ Her Direct Descendant
e. Legal Guardian, if minor
* If the document owner is a minor, only his/ her parent or guardian can authorize the receipt of delivery of the birth
certificate. The receiving party must present a Valid ID. If the receiving party is the guardian of the document owner,
a Valid ID and proof/ declaration of guardianship must be presented.
 
How to Avail of the Service:
 
Step Applicant/Client
Service Provider/CRS Legazpi
Outlet
Processing Time
(Under Normal
Circumstances)
Person in
Charge
Fees Form
1 Dial 737-1111 Attends to calls Variable
PSA Birth Certificate
Delivery Agents/
Service Officers
None  
2
Provides information about the
document requested and other
contact details
Provides details about the
service; Provides reference
for the transaction for
payment
Variable
PSA Birth Certificate
Delivery Agents/
Service Officers
None  
3
Prints/Note Reference Details
of the transaction; Pays to the
bank/ designated payment
centers/fills out bank payment
slip and indicate requester's
name, reference details; keeps
bank's validated transaction slip
Accepts payment 15 minutes
Designated Banks or
payment centers
P365.00 for
Birth/
Marriage/
Death
Certificates
 
       
P465.00 for
CENOMAR
   
4
Waits for the delivery of the
requested document/s;
presents valid ID (owner or
requester of document)
Processes requests and
forwards requested
documents to
forwarder/courier for
delivery
3-7 days for Birth,
Marriage, Death
Certificates
Service agents;
Courier's service staff
Delivery
Fee
 
     
10-14 days for
CENOMAR
     
END OF TRANSACTION
 
COPY ISSUANCE OF CIVIL REGISTRY DOCUMENTS
BATCH REQUEST ENTRY SYSTEMS (BREQS)
(MOA with Partner Agencies/ LGU/ Academe)
Schedule of Availability of Service:
Monday to Friday
8:00 AM - 5:00 PM
Who May Avail of the Service:
Local Clients (Partner Agencies/ LGU/ Academe)
What are the Requirements:
1. Filled-out Application Form (AF)- (Birth/ Marriage/ Death/ CENOMAR)
2. Transmittal List
3. BREQS Data File
4. Corresponding Payment
How to Avail of the Service:
 
Step Applicant/Client
Service Provider/CRS Legazpi
Outlet
Processing Time
(Under Normal
Circumstances)
Person in
Charge
Fees Form
1
BREQS user screens AF,
accepts payments, issues
Acknowledgment Slip and
encodes application details.
Batches the application forms;
Submits complete requirements
Receives the diskette/flash
drive containing the BREQS
data file; Transmittal List and
the Batch Submission Slip;
Inspects completeness of
requirements
30 minutes
BREQS
Coordinator
Variable
Transmittal
List and Batch
Submission
Slip
2
Pay to the Cashier/ Collecting
Officer at the Servicing Outlet
Prints OR and indicate in the
Batch Submission Slip the
date of release
1 day
Cashier/
Collecting
Officer
P155 + per copy
for Birth/ Marriage/
Death Certificates
 
P210 + per copy
for CENOMAR
+
designated local
fees/ charges
 
3
Waits for the requested
document to be processed as
indicated on the date of release
Encodes and Processes
Batch Requested Document
4 days (If peak
season - 7
days)
Request
Service
Officer
   
4
Proceeds to the Servicing Outlet
on the indicated date of release
Releases Batch results and
OR to the BREQS user
1 hour
Public
Assistance
Counter Desk
Officer/
Releasing
Clerk
   
             
END OF TRANSACTION
 
ISSUANCE OF CERTIFICATE OF REGISTRATION OF THE AUTHORITY TO SOLEMNIZE MARRIAGE (CRASM)
Schedule of Availability of Service:
Monday to Friday
8:00 AM - 5:00 PM
Who May Avail of the Service: Solemnizing Officers (SOs)
What are the Requirements:
1. Accomplished application form (SO Application Form Revised June 2016) in triplicate copies, subscribed and sworn to before
documentary stamp; a person authorized to administer oath with affixed
2. Three copies of colored ID pictures (2x2) with white background taken not more than a month ago from the date of application.
Note: Pictures should not be computer generated to preserve its quality. In cases the person is using glasses, it should be
removed to have a clear image of the person. The back of the ID picture should contain the signature of the applicant;
3. A machine copy of appointment as priest, head, founder, bishop, pastor, and minister of the religion or religious sect;
4. Proper endorsement/designation/recommendation from the head of religion or religious sect to mention: the full name,
nationality, complete address, location of the church, temple or mosque where the applicant regularly perform rites and
indicate the extent of his territorial jurisdiction;
5. Certified True Copy of Certificate of Live Birth (If first timer applicant must present original COLB in security paper);
6. Alien Certificate of Registration (ACR) or Immigration Certificate of Registration (ICR) issued by the Commission on
Immigration and Deportation (CID), in case the applicant is a citizen of a foreign country;
7. Certified True Copy of Certificate of Ordination issued by his/her respective church; and
8. Certificate of Registration, Articles of Incorporations and by-laws, and updated General Information Sheet (G.I.S) certified
by the Head of the religion or religious sect. (Administrative Order No. 1, Series of 2007)
 
How to Avail of the Service:
 
ISSUANCE OF A CERTIFIED TRUE COPY OF CRASM AND OTHER CERTIFICATIONS
1
The Solemnizing Officer (SO)
goes to the provincial/ regional
office of PSA-of his place of
assignment to file the
application/ request for a
certified true copy of CRASM or
other certifications relative to
CRASM
 
*If SO authorizes to get
Certified Copy of his/her
CRASM, the following are
required:
a. Authorization Letter from
the SO
b. Valid ID of authorizing SO
c. Valid ID of authorized
representative
Receives the request/ application
for a certified true copy of
CRASM;
5 minutes
Field Office/
SO Clerk
  Request Form
2
Pays to the Cashier/ Collecting
Officer
Receives payment and issues OR

5 minutes

Field Office/
Cashier/
Collecting
Officer
P100.00  
3
Receives requested
certifications
Releases certified true copy of
CRASM or other certifications to
the SO
1 day
Field Office/
SO Clerk
   
             
END OF TRANSACTION
 
PUBLIC ASSISTANCE/ COUNSELING ON CIVIL REGISTRATION MATTERS
(Personal appearance or visit to / telephone call)
Schedule of Availability of Service:
Monday to Friday (Except Holidays)
8:00 AM to 5:00 PM
Who May Avail of the Service: General Public
What are the Requirements: None
 
How to Avail of the Service:
 
Step Applicant/Client
Service Provider/CRS Legazpi
Outlet
Processing Time
(Under Normal
Circumstances)
Person in
Charge
Fees Form
1
Logs on to the visitor's
logbook and raise concerns/
queries on Civil Registration
matters at the CARE Officer
window or Public Assistance
and Complaint Desk (PACD)
Attends to the queries of the
client
Variable
RD/ PSO/
Regional and
Provincial Staff/
Outlet
Manager/Outlet
Supervisor
None  
END OF TRANSACTION

 

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