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The Overseas Workers Welfare Administration (OWWA) has adopted its Citizen’s Charter in the interest of the service and in compliance with R.A 9485, otherwise known as the Anti-Red Tape Act of 2007 (ARTA).
Please follow this link to view the OWWA Citizen’s Charter in pdf format.
OWWA Administrator Rebecca J. Calzado has directed all OWWA employees to comply with the guidelines, including, among others:
(A) The wearing of proper uniform and office identification card (1.0.) at all times;
(B) Ensuring attendance / availability of employees, particularly at the frontline services, within the official working hours (8am to 5pm);
(C) Attending to clients during lunch time and to those who are within the premises prior to the closing of official working hours;
(D) Posting of the OWWA Mandate, Mission, Vision, Anti-Fixers posters, Procedural Steps and Process Flow of all frontline programs / services, signages identifying the office / unit and directions;
(E) Setting up of information counter / public assistance desk manned by properly trained personnel;
(F) Undertaking other related tasks compliant to the service standards set in the OWWA Citizen’s Charter.
To ensure that the Citizen’s Charter is effectively implemented and sustained, OWWA management has initiated the following activities:
1. Promote and widely circulate the Citizen’s Charter;
2. Formulate an incentive system for performing frontliners and other personnel in coordination;
3. Ensure regular training of frontliners and other personnel;
4. Enforce penalties for non-compliant personnel;
5. Monitor compliance of frontliners and employees to service standards; and
6. Conduct periodic systems review, revision and updating of the Citizen’s Charter.
To promote transparency, accountability and efficient and effective service delivery, the Citizen’s Charter Team (CCT) and CCT Sub-Committee shall be conducting periodic systems review, revision and updating of the Citizen’s Charter.