In May 2006, the Sorsogon State College conducted a Seminar Workshop for two days on the preparation of service pledges in coordination with the Civil Service Commission personnel. This Seminar workshop was attended by the head of offices/functional units of the college. The output of this endeavor is the preparation of services pledges. It was during the preparation of these service pledges that each officers of the college were enlightened as to the importance of their role on serving the students and the public.

Good service dictates that the best interest of the clients should be the first order of business. It was necessary to give information as to the service rendered by the college. To address this need it is only proper to give the basic relevant information that would make them understand how the college renders its frontline services.

R.A. 9485 the Anti-Red tape of 2007 mandates all government agencies, State Universities and Colleges included, to formulate their own Citizen charter. It is a document summarizing all the frontlines services. It would not just synchronize and systematize office procedures and processes but would also pave the way for reconciling personnel differences. It is a concrete guide on the different services rendered.

There was little time to sit down and document completely all the services, this charter is initially prepared using the submitted service pledges of each department/ units of the college and is subject to revision and improvement in the future.

Acknowledging that the students/ clients is the reason the college exists, we tried to come up with a manual that is reader-friendly and client oriented. Following the format provided by CSC, MC. No. 12 s. 2008 re: Republic Act no. 9465 and its Implementing Rules and Regulations, we listed down the requirements, the fees where applicable, the steps involved, the transaction time and the person responsible for each step in the entire process. We also included performance pledges from each of our department/ units. The client, however, is advised that fees are subject to change, and that the transaction time does not include travel and queuing time.

It is hoped that this citizen’s charter will serve its purpose; that of providing information that will, in the end, make our services easier and more effective both the client and the service provider.

HOW TO USE THE MANUAL

The Sorsogon State College Manual on Key Services (Citizen’s Charter) is divided into three major parts, Chapter I is about the Sorsogon State College, Chapter 2 is about the Sorsogon State College Services and Chapter 3 contains the pledge of Commitment and Redress Mechanism. Contain herein are:

  1. The Table of Contents which contain a list of the parts of the Manual and the corresponding pages.
  2. Introduction
  3. How to Use the Manual
  4. The section about Sorsogon State College contains the College brief history, college vision, mission and goals, achievements college seal, list of college official and the organizational structure.
  5. The service processes which include the service title, service description and the procedures in availing of the service.
  6. The pledge of commitment which is the statement of commitment by the college officials and employees.
  7. The redress mechanism which outlines the steps clients could take in case the college personnel fail to deliver the service.
  8. Customer Feedback Form through which the clients/ citizens can provide comments on the delivery of the serviceThe heart of the manual are the Service Processes in Chapter 2 as it contains the different services and the procedures for availing them. The Service Processes are classified into the following major services:

THE SERVICE PROCESSES

The heart of the manual are the Service Processes in Chapter 2 as it contains the different services and the procedures for availing them. The Service Processes are classified into the following major services:

The major Service providers are the following:

  1. Office of the Admission
  2. Office of the Registrar
  3. Office of the Cashier
  4. Records Office
  5. Supply Office
  6. HRMO Office
  7. Office of the Library Services
  8. Office of the Medical Services
  9. Office of the Dental Services
  10. Office of the Extension Director
  11. Office of the Research Director

Each of these major services comprises various services it follows a numeric numbering system as follows:

Example:

1.7.1   Processing of Appointment

2- Refers to the chapter number

7- refers to the major service classification number. In this case HRMO Office

1-Refers to the service process number within the major service classification

The Parts of a Service Process:

Hereunder is a sample configuration of a Service Process and an explanation of the different parts

2.7.1 Processing of Appointment - A

About the Service  -B

Client Groups - C

Requirements - D

Service Schedule - E

Total Processing Time - F

Fees and Charges - G

TABLE 1

A. Indicates the Service Title including the Service Number Also states if the Service is a Pre-requisite to another service.

  1. CLIENT GROUP: Identify those who are eligible or qualified to avail of the service.
  2. REQUIREMENTS: States the document/s which need to be submitted and/or presented before the procedure of availing the service can even be started.
  3. SCHEDULE OF AVAILABILITY OF SERVICE: States the days and time by which clients could go to the office to avail the service.
  4. TOTAL PROCESSING TIME: Refers to the total duration of transaction for particular service being availed of by the client. This does not include waiting or queuing time.
  5. FEES AND CHARGES: States the fees that the client will have to pay in availing of the entire service.
  6. STEPS INVOLVED: Specifies the action(s) which client has to undergo.
  7. ACTION OF THE CONCERNED OFFICE: Specifies the corresponding steps being done by the office offering the service.
  8. TRANSACTION TIME: States the duration of transaction for every service steps.
  9. RESPONSIBLE PERSON: Identifies the name and position of the person responsible for ensuring that the activity is undertaken.

The Sorsogon State College History

The Sorsogon State College traces its being a college to when R.A. No. 7666 was passed on December 30,1993 which converted the former Sorsogon State College of Arts and Trades into a State College and integrated therein three of the biggest National Vocational Schools in the province; Bulan Vocational High School in Bulan, Magallanes Vocational and Fishery School in Magallanes and Sorsogon National Agricultural School in Castilla. The College has already gone through its period of transition and has embarked on developmental programs/ projects for the realization of its main goal of producing quality graduates who are research, value, and scientifically oriented as well as entrepreneurially inclined people for the sustainable agriindustrialized development of Sorsogon. The Campuses of the College are assigned specialized curricular programs in response to the diverse educational needs of the people of Sorsogon. Thus the Sorsogon City Campus offers Teacher Education, Engineering, Architecture and Industrial.

Technology Programs Bulan Campus offers Business and Management, Information and Communication Technology Programs, while Castilla and Magallanes Campuses offer Agricultural and Fishery programs. Masteral Program is also offered at Sorsogon and Bulan Campus.

Achievements

     After fifteen years of rising up to the challenges, SSC has become a leading resource institution of higher learning continuously promoting innovation, transformation, and excellence education. It pro-actively tests new waters, promotes cultural renaissance, and spurs the growth of the province of Sorsogon. SSC’s commitment propels us to go the extra mile and soar higher to reach our dreams.

     Under the State Universities and Colleges (SUC) leveling standard promulgated by CHED PASUC- DBM, Sorsogon State College is classified as level II State College effective 2008.

Vision:

“A center of excellence in the formation of a progressive, productive, self-reliant, responsive, ecology-friendly and value-oriented people for a peaceful and agri-industrialized Sorsogon”.

Mission:

“ A premier institution of higher learning committed to produce quality graduates who are research, value and science-oriented, and entrepreneurially inclined for the sustainable agriindustrialized development of Sorsogon and beyond.”

Goal:

“To provide quality and relevant instruction which is accessible to all, conduct and promote scientific and technical studies, extend appropriate knowledge, skills and technologies of practical and scientific application and undertake income-generating projects, to meet the need and demands of various sectors to provide and sustain the quality of life”.

The College Seal

The College seal shall consists of a circle, an open book, a torch, shining sun, a gear, golden grain, a fish, a flask and an atom.

   The circle signifies that learning is a continuous process. At the center of the circle is an open book symbolizing Education, the Mother of all professions. A torch, right behind the book, provides light to guide the way to progress. At the background is a gear signifying that material progress is attainable through technological education. The shining sun at the heart of the gear shows that the progress attained shall be a source of life and energy. The golden grain, the fish, and the flask and atom represent, respectively: the School of Agriculture and agriculture Based

Technology (SAABT), School of Fisheries and Fisheries-Based Technology (SFFBT), and the Institute of Management and Information Technology (IMIT), the other three campuses comprising the Sorsogon State College.

 

 

SORSOGON STATE COLLEGE SERVICES

  1. Admission services
    1. Admission of the student to the College
  2. Registration Services
    1. Enrolling student to the College
    2. Requesting official Transcript of Records and other student Credentials
    3. Releasing Credentials of students
  3. Cashiering Services
    1. Collection
    2. Check Disbursement
    3. Cash disbursement
  4. Accounting Services
    1. Processing, Recording and Reporting
  5. Records Services
    1. Recording, Releasing and other Records disposition
  6. Supply Services
    1. Receiving and Releasing Supplies and materials
  7. Human Resource Management Services
    1. Employment and Hiring
    2. Releasing personnel Records
    3. Updating personnel Records
  8. Library Services
    1. Lending of Books
    2. Accepting Borrowed Books
  9. Medical Services
    1. Medical Treatment
  10. Dental Services
    1. Dental Treatment
  11. Extension Services
    1. Technical Support Activities
    2. Conduct of Seminars and Trainings
  12. Research Services
    1. Research result disseminated through extension and production services1.1.1Admission of student to the college CLIENT GROUPS: student applicant-Any person who is a graduate of a recognized secondary school who wants to avail of any of the programs/ courses being offered by the college.
    2. ABOUT THE SERVICE: The office of the Director for Admission provides assistance to the students who wants to be admitted to the college and qualify for enrolment.
    3. 1.1Admission Services

REQUIREMENTS

  1. Common Requirements:
  1. SSC Form No. 01 – Application to take College admission Test
  2. Mailing envelope with self-address and stamp
  3. Two pieces of 1 x 1 ID picture.
  1. Requirement for New entrants:
    1. If already Graduated from High School:
      • From 138 or Form 137-A
      • Certification of Good Moral Character
    2. If graduated from High School:
      • Form 138 with entry grades up to the 3rd grading signed by the adviser
  2. For Returnees and transferees:
    1. Official Transcript of Records
    2. Honorable Dismissal 4.For Foreign Student:
    1. Alien Certificate of registration
    2. Result of TOEFL
    3. Student Visa
    4. SERVICE SCHEDULES:
  1. For In-Campus (All Campuses)
  2. Monday to Saturday from first Monday of January to the last Saturday of April of each year 8:00am to 5:00pm without noon break.
  3. For Off-Campus April of each year 9:00amm to 4:00pm without noon break            Processing of Application – 10 minutes FEES AND CHARGES: P 100.00
  4. Entrance Examination   - 1 hour and 20minutes
  5. TOTAL PROCESSING TIME
  6. Saturday only from First Saturday of January to the last Saturday of

PROCESS OF AVAILING THE SERVICE

process of availing table

Application Forms pre-numbered

2.2Registration Services

2.2.1 Enrolment:

          ABOUT THE SERVICE:

The office of the Registrar provides assistance to students who want to enroll.

CLIENT GROUPS:

  • All Incoming first year students who passed the admission test and qualified for enrolment.
  • All transferee students who passed the Admission test and qualified for enrolment. All students previously enrolled at Sorsogon State College. For incoming 1st year students

REQUIREMENTS:

  1. Report Card/Form 138
  2. Entrance exam result/admission slip
  3. Certificate of good moral character
  4. Medical certificate issued by a government physician
  5. police clearance
  6. Income tax return of parents or BIR clearance if exempted to pay
  7. Xerox copy of birth certificate issued by the NSO
  8. 1 pc. White long size folder
  9. 1 pc. 2 x 2 colored picture
  10. 1 pc. 1 x 1 colored picture

For transferee students:

  • Honorable Dismissal issued by the school last attended
  • Certificate of Grades of Official Transcript of records mark “for enrolment purposes”
  • All items from No.2 to No. 10 above.

For old students:

  • Duly accomplished Student Clearance
  • Student ID
  • Every enrolment period for the first and second semester.

TOTAL PROCESSIGN TIME:

1 hour and 2 minutes for old students; 1 hour and 12 minutes for new/transferee student.

          8:00 am to 5:00 pm

SERVICE SCHEDULES:

Every enrolment period for the first and second semester.

          8:00 am to 5:00 pm

TOTAL PROCESSIGN TIME:

1 hour and 2 minutes for old students; 1 hour and 12 minutes for new/transferee student.

FEES AND CHARGES:

COST TABLE2

 

2.2.2.Processing of application for student records.

ABOUT THE SERVICE: The office of the Registrar provides assistance to students who wants to request for student records.

CLIENT GROUPS:

  • Graduates of Sorsogon Statge College
  • Students who are presently enrolled at Sorsogon State College
  • Students who dropped/stop their secondary education/college education at Sorsogon State College

REQUIREMENTS:

  • Student Clearnace
  • Student ID or any valid Id
  • Authorization letter issued by the student to his/her authorized representative. Every enrolment period for the first and second semester, 8:00am to 5:00pm Forty (4) minutes

SERVICE SCHEDULES:

Every enrolment period for the first and second semester, 8:00am to 5:00pm

TOTAL PROCESSING TIME:

Forty (40) minutes

FEES AND CHARGES:

TABLE 5

 PROCESS OF AVAILING THE SERVICE

table 7a

 

  • Non-Government organizations, Local Government Unit, Government Owned and Controlled Corporations, National Government Agencies
  • Private person/corporation contracting business with the Sorsogon State College

REQUIREMENTS:

  • Order of payment (when receiving payments from students)
  • Duly Approved and Audited Claims for payment
  • Student/Claimant ID or any valid ID
  • Authorization letter issued by the student/claim to his/her authorized representative.

SERVICE SCHEDULES:

Monday to Friday 8:00 am to 5:00 pm

For Graduate Program Saturday only 8:00am to 5:00pm

TOTAL PROCESSING TIME:

10 minutes

 PROCESS OF AVAILING THE SERVICE

 2.3.1. Collection

table 8a
2.3.2. Check Disbursements

table 9a

 2.3.3. Cash Disbursements

table 10table 11

2.4. ACCOUNTING SERVICE

ABOUT THE SERVICE: The Accounting Office receives and process all types of claims for payment, records, post, prepare and render reports on all types of the college transactions.

CLIENT GROUPS:

  •  Graduate of Sorsogon State Colege
  • Students who are presently enrolled at Sorsogon State College
  • Students who dropped/stop their secondary education/college education at Sorsogon State College
  • Faculty and Non-Teaching Personnel
  • Suppliers, Creditors, Bidders
  • Non-Government organizations, Local Government Unit, Government Owned and Controlled Corporation, National Government Agencies
  • Public contracting business with the Sorsogon State College

REQUIREMENTS:

  • Registration Forms from Students (when requesting for order of payments)
  • Valid claims duly supported by documents per GAAM and COA regulations

REQUIREMENTS:

  • Registration Forms from Students (when requesting for order of payments)
  • Valid claims duly supported by documents per GAAM and COA regulations

SERVICE SCHEDULES:

 Monday to Friday

8:00 am to 5:00pm

TOTAL PROCESSING TIME:

Forty (40) minutes

FEES AND CHARGES:

 None

PROCESS OF AVAILING THE SERVICE:

table 11

2.5 RECORDS SERVICES

ABOUT THE SERVICE: The Records undertake the receiving, releasing/ formawrding, securing and maintaning the record system of the college.

CLIENT GROUPS:

  • Grduates of Sorsogon State College
  • Students who are presently enrolled at Sorsogon State College
  • Students who dropped/ stop their seconadary education/ college education at Srosogon State College
  • Facuklty and Non-Teaching Personnel
  • Suppliers, Creditors, Bidders
  • Non- Governement Organization, Local Government Unit, Governemnt Owned & Controlled Corporations, National Governemnt Agencies
  • Public contracting business with the Sorsogon State College

REQUIREMENTS:

 Written Request

SERVICE SCHEDULES:

Monday to Friday

8:00 AM to 5:00 PM

 TOTAL PROCESSING TIME:

Ten (10) minutes

FEES AND CHARGES:

None

PROCESS OF AVAILING THE SERVICE

 2.5.1 Request for copies/ reproduction of documents

table 12a

2.5.2 Receiving, Recording and Routing/ Releasing Communications and Records Disposition

table 13
2.6 SUPPLIES SERVICES

ABOUT THE SERVICE: The supplies services undertake the receiving, releasing/ forwarding, securing and maintaining the supplies of the College.

CLIENT GROUPS:

  • Graduates of Sorsogon State College
  • Students who are presently enrolled at Sorsogon State College
  • Faculty & Nopn-Tecahing Personnel
  • Suppliers, Creditors, Bidders
  • Non-Governement Organizations, Local Government Unit, Government Owned and Controlled Corporations, National Government Agencies
  • Public contracting business with the Sorsogon State College

REQUIREMENTS:

Written request

Purchase Request

Purchase Order

Delivery Receipt

SERVICE SCHEDULES:

Monday to Friday

8:00 AM to 5:00 PM

TOTAL PROCESSING TIME:

Ten (10) minutes

FEES AND CHARGES:

 None

PROCESS OF AVAILING THE SERVICE

 2.6.1 Receiving the Suplies and other supply disposition.

table 14

2.6.2 Request for Supplies

table 15

2.7 HRM SERVICES

ABOUT THE SERVICE: The HRMO Office undertakes the hiring and appointment processes and other personnel action and disposition of personnel records.

Employment and opportunities in the College are open to all qualified men & women provided that they meet the minimum requirements of the position to be filled.

Job vacancies are posted at the Bulletin Boards of the College for the information of all employees as well as the perspective applicants. Applications for employment should be submitted to the Office of the President.

CLIENT GROUPS:

  • Faculty and Non- Teaching Personnel
  • Applicant for Employment
  • Public
  • REQUIREMENTS:
  • Application Letter
  • Resume with latest passport size ID picture
  • Photocopy of Certificate of Eligibility/ Eligibilities
  • Photocopy of Transcript of Records
  • Other supporting documents if any

SERVICE SCHEDULES:

Monday to Friday

8:00 AM to 5:00 PM

TOTAL PROCESSING TIME:

2 hours for appointment process

40 minutes for request of records

FEES AND CHARGES:

None

PROCESS OF AVAILING THE SERVICE

 2.7.1 Processing of Appointment

table 16

table 17
table 18

2.7.1 Requesting for Service Records, Employment Certificate and Accrued Leave Credits

table 19

2.7.2.1 Updating Leave Credits (A Requisite in the preparation of certificate of leave credits)

table 20

2.8.1 LIBRARY SERVICES

ABOUT THE SERVICE:

Provide students, faculty and personnel access to references and information services. Make available to the students records, books and informative materials which are consistent in conformity with recognized standards of cataloging and classification.

CLIENT GROUPS:

  • Students
  • Faculty
  • Non teaching personnel
  • Public
  • Stakeholder

REQUIREMENTS:

 library card/Valid ID

 SERVICE SCHEDULES:

 Monday – Saturday

No noon break

8:00 am – 5:00 pm

TOTAL PROCESSING TIME:

10mins

FEES AND CHARGES:

1/hour (students)

50 per day (faculty)

PROCESS OF AVAILING THE SERVICE

table 23

2.10.1 DENTAL SERVICES

ABOUT THE SERVICE:

Provide dental services to students, faculty and non-teaching personnel of the college. To ensure proper and adequate oral hygiene.

CLIENT GROUPS:

  • Students
  • Faculty and Non-Teaching Personnel

REQUIREMENTS:

  •  Student ID
  • Faculty and Non-Teaching Personnel

SERVICE SCHEDULES:

 Monday to Friday 8:00 am to 5:00 pm

TOTAL PROCESSING TIME

 50minutes

FEES AND CHARGES:

NONE

PROCESS OF AVAILING THE SERVICE

table 24

2.11.1. EXTENSION SERVICES – Providing Technical Assistance

ABOUT THE SERVICE:

The office of the extension Services provided provision for technical assistance on crop and animal production, inland and coastal aquaculture and marine culture. This technical assistance is provided to clients to help them increase their productivity.

CLIENT GROUPS:

  • Farmers
  • fisher fold / fish farmer
  • other's

REQUIREMENTS:

None

SERVICE SCHEDULES:

Monday to Friday 8:00 am to 5:00 pm

TOTAL PROCESSING TIME:

 1 hour

FEES AND CHARGES:

NONE

PROCESS OF AVAILING THE SERVICE

table 25

2.11.2 EXTENSION SERVICES – Conducts Seminar

ABOUT THE SERVICE:

The office of the Extension services conducts Seminars on Organizing & Capability building of Farmers/ fisher folks, Women and Youth in connection with the GAD Program of the government and other Environmental activities.

CLIENT GROUPS:

  • Farmers
  • Fisherfolk/farmer Women, Youth, etc.
  • Religious Group
  • Public

REQUIREMENTS:

Letter of Request addressed to the President of the College through the Office of the Director for Extension.

SERVICE SCHEDULES:

Monday to Friday 8:00 AM to 5:00 PM

TOTAL PROCESSING TIME:

1 hour

FEES AND CHARGES:

None

PROCESS OF AVAILING THE SERVICE

table 26

2.12.1. RESEARCH SERVICES – Interface activities with extension and production for the utilization of completed researches

ABOUT THE SERVICE:

The office of the Research Services provides provision for technical assistance on crop and animal production, inland and coastal aquaculture and marine culture by using the result of completed researches.

CLIENT GROUPS:

  • Farmers
  • fisher folk/fish farmer
  • Public

REQUIREMENTS:

None

SERVICE SCHEDULES:

Monday to Friday 8:00 am to 5:00 pm

TOTAL PROCESSING TIME

 1 hour

 FEES AND CHARGES:

NONE

PROCESS OF AVAILING THE SERVICE

table 27

PLEDGE OF COMMITMENT

WE, THE SORSOGON STATE COLLEGE OFFICIALS AND EMPLOYEES, IN THE SPIRIT OF GENUINE PUBLIC SERVICE, COMMIT TO BE OF SERVICE TO OUR CLIENTS BY CARRYING OUT OUR SWORN DUTIES AS CIVIL SERVANTS TO THE BEST OF OUR CAPABILITIES, GUIDED BY OUR MISSION TO BE A PREMIER INSTITUTION OF HIGHER LEARNING IN SORSOGON AND BEYOND, WE PLEDGE TO DELIVER THE FOLLOWING SERVICES:

table 28
table 29

REDRESS AND FEEDBACK MECHANISM

The Sorsogon State College recognizes the need to serve clients courteously and efficiently from the moment they come for assistance until such time when they secured the services they need. More so, it is encouraged that provision of such services be completed at the earliest time possible with the least burden on the part of the clients.

If the applicant or client for any reason during the course of securing a particular services may feel the she/ he has not been served as expected, the following actions are encouraged:

  1. Report the unfriendly service and provide particulars of the complaint to the Head of Office. The head of Office will then call the attention of the concerned employee.
  2. Report to the President of the College the service (s) you find objectionable.
  3. Fill out the Customer Feedback Form, which may be obtained from the security post or the Officer of the day post. Drop the accomplished CFF in designated suggestion boxes within the College premises.

1 and 2 maybe done personally/ verbally, through a formal letter, telephone call or through e-mail.

  • If you choose to write a formal letter complaint, you may send you're letter to:
  • The President
  • Sorsogon State College
  • Magsaysay St., Sorsogon City
  • If you choose to air your complaint through telephone call, please refer to the telephone numbers provided in the SSC Officials Directory (see Annex A) and look for the office and / or official concerned;
  • If you choose to send your complaint through electronic mail, you may send to sorsogonstatecollege.edu.ph.com Should you decide to provide personal information such as your name, address, email address, or telephone number, expect a response from the concerned office/s informing you of the actions taken to resolve the issue/s raised within 48hours upon receipt of your comments, or suggestions.
  • Comments and suggestions aimed at improving policies, programs and services are also welcome.