INSTITUTE FOR

LABOR STUDIES

CITIZENS
Charter

Philippine Labor and

Employment Plan 20112016

Philippine Development Plan

2011-2016
Employment mainstreaming
Decent Work
Social Contract of the President with the
Filipino People
Green jobs
Sustainability
Universal social protection
Youth employment
Regulatory Reforms
Migration and development
Competiveness
Social dialogue and tripartism
New work arrangements
Priority sectors for job
generation
Cultural heritage
Trade and Employment

Republic of the Philippines

Department of Labor and Employment
INSTITUTE FOR LABOR STUDIES

INSTITUTE FOR LABOR STUDIES

5th Floor DOLE Building, General Luna Street
Intramuros, Manila, Philippines
+632-5273490 (phone)
+632-5273491 (fax)
www.ilsdole.gov.ph (website)

TABLE OF CONTENTS
The ILS Service Charter in Brief

About ILS

The ILS Quality Policy

List of Frontline Services

Acronyms

Requisites for Availing Services

Technical Assistance
Use of Library Facilities
Access to Knowledge Products
Use of ILS Conference Rooms and MIRC

7
9
11
13

Service Request Form

Client Feedback Form

THE ILS SERVICE CHARTER

ILS services are designed and implemented to promote good

governance in its four aspects:
r

o Accountability or the building of agency capacity to

make its management and staff answerable to its
stakeholders.
o Participation or participatory development process
that ensures stakeholders access to institution that
promotes development.
o Predictability or legal frameworks, which is not only
the presence of rules that regulate behaviour but
also their fair and consistent application, and
o Transparency or information openness,
availability of information to the general public.

the

ILS has four core frontline services: technical assistance,

online access to knowledge products, use of library facilities
and use of conference rooms. This guidebook gives
information on the step-by-step procedure by which clients can
avail themselves of the frontline services of ILS. It also gives
details on the requisites for availing oneself of services, the
action required from ILS, processing time, and contact
persons.

ABOUT THE ILS

OUR MANDATE
The Institute for Labor Studies (ILS) is the research arm of the
Department of Labor and Employment (DOLE) as articulated in
Section 3 of Executive Order No. 251.
ILS has the following functions as provided in E.O. No. 251:
1. Undertake research and studies in all areas of labor and
manpower policy and administration;
2. Review the rationale of existing legislations and
regulations and analyze the cost involved in the
implementation of such legislation against the benefits
expected to be derived;
3. Study and develop innovative and indigenous approaches
towards the promotion of harmonious and productive
labor-management relations, and the improvement of
workers welfare services;
4. Develop and undertake research programs and projects in
collaboration with other national agencies to enhance the
Departments capability to participate in national decisionand-policy makin;
5. Enter into agreements with international or bilateral
agencies to carry out the foregoing functions;
6. Expand the scope of research interests with other
countries and regions;
7. Publish research studies for dissemination to government
as well as to all concerned parties; and
8. Perform such other functions as may be provided by law
or assigned by the Secretary.

OUR MISSION
2

ILS shall be a dynamic research institution at the forefront of

bridging labor and employment research, policy and practice
towards inclusive growth

OUR VISION
The Institute for Labor Studies shall contribute to efficient and
effective labor and employment policy and decision-making
through relevant, responsive, and high quality policy
researches and research supports.

THE ILS QUALITY POLICY

As the leading institute specializing in labor and employment

research, the Institute for Labor Studies (ILS) is committed to
promote good governance through the delivery of innovative,
responsible, competent and cutting-edge research and
technical services along the full breadth of policy development
process in the Department of Labor and Employment (DOLE).
The ILS shall continually enhance the value of its services
through the adoption of best practices, improvement of
competence and strengthening partnerships and systems while
ensuring effective, efficient, transparent and accountable use of
resources.

LIST OF FRONTLINE SERVICES

SERVICES

OFFICE/
PERSON IN CHARGE

1. TECHNICAL ASSISTANCE

OED/DED, Technical
Divisions

2. USE OF LIBRARY FACILITIES

(MIRC)

Advocacy and Publications

Division

3. ACCESS TO KNOWLEDGE
PRODUCTS

Advocacy and Publications

Division

4. USE OF ILS CONFERENCE

ROOMS AND MIRC

Office of the Executive

Director

ACRONYMS

DED

Office of the Executive Director

DOLE

Department of Labor and

Employment

ILS

Institute for Labor Studies

IT

Information and Technology

MIRC

Migration and Information

Resource Center

OED

Office of the Executive Director

TECHNICAL ADVISORY SUPPORT

Description

:
As the policy research arm of DOLE, the Institute renders technical advisory support to the
Secretary and other DOLE offices and stakeholders.
Technical advisory support includes, but is not limited to, preparation of speeches, policy briefs,
development reports briefing materials, position papers, PowerPoint presentations, publication,
and audio-visual assistance.

Clients

DOLE Services, Bureaus, Attached Agencies, Regional Offices

Requirements

Request letter

Availability of Service

Upon request

Fee

Total Processing Time

None
:

2 days before the deadline set by the client

How to avail of the service:

Step

Client Action

Request assistance by sending a

letter duly signed by head of agency
via email or in person

ILS Action

Receives letter
and endorses to
technical staff
Drafts Report

Review draft of
staff

Person in
Charge

OED or
DED

Duration of
Activity

Location

Document/s
Needed

Office of
OED or
DED

Request letter

Division
Chief
/Technica
l
Personne
l
Division
Chief
7

Step

Client Action

ILS Action

Revise the draft

Submit draft

Endorse to client

Submits customer satisfaction

measurement form

Gathering of
Feedback

Person in
Charge

Duration of
Activity

Location

Document/s
Needed

/Technica
l
Personne
l
Division
Chief /
Immediat
e
Superviso
r
Division
Chief /
Immediat
e
Superviso
r
Exec.
Director /
Dep.
Exec.
Director
Secretary
of ED

Contact person/s:

Office of the Executive Director

Institute for Labor Studies
Department of Labor and Employment
5th Floor DOLE Building, General Luna Street
Intramuros, Manila
+632-5273456 (Phone)
+632-5273448 (Fax)
oed@ilsdole.gov.ph (email)
www.ilsdole.gov.ph (website)

Office of the Deputy Executive Director

+632-5273522 (Phone)
+632-5273491 (Fax)
ded@ilsdole.gov.ph (email)
www.ilsdole.gov.ph (website)

USE OF LIBRARY FACILITIES (MIRC)

Description

:
As host of the MIRC, the Institute offers the library facilities and information resources, including
book and other collections, electronic
catalogue system Internet services, for researchers and DOLE users. The library adopts an openshelf policy, allowing clients to scan the shelves and browse collections.

Clients

Requirements

DOLE Services, Bureaus, Attached Agencies, Regional Offices; Researchers; Library visitors
:

Registration Form and Client Feedback Form

Availability of Service

Upon request

Fee

None

Total Processing Time

Not exceeding 1 hour and 30 minutes

How to avail of the service

Step

Client Action

Register at the ILS Lobby and

get a copy of Request Form
and Client Feedback Form

Sign the Request Form to

indicate assistance or materials
needed and submit to the
Library Custodian

ILS Action

Person in
Charge

Duration of
Activity

Location

Guard on Not
ILS
Duty
exceeding Lobby
5 minutes
Receive the
Request Form;
assess the
assistance
required; and

Ms.
Presenta
cion
Torres or
designate

Not
exceeding
30
minutes

Document/s Needed

Request Form and

Client Feedback
Form

Advocac
y and
Publicati
ons
Division
10

Step

Client Action

Return issued material/s

Sign the Client Feedback Form

and submit to the Library
Custodian

ILS Action

Person in
Charge

issue the
material/s
requested or
give the
assistance
needed

d library
custodian

Receive the
returned
material/s and
file in
appropriate
shelves
Receive the
Client
Feedback
Form; encode
the contents
into the
database

Duration of
Activity

Location

Document/s Needed

Not
exceeding
10
minutes

Advocac
y and
Publicati
ons
Division/
MIRC
Ms.
Not
Advocac
Presenta exceeding y and
cion
30
Publicati
Torres or minutes
ons
designate
Division
d Library
Custodia
n

Contact person/s:
Ms. Presentacion Torres
Advocacy and Publications Division
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Institute for Labor Studies

Department of Labor and Employment
5th Floor DOLE Building, General Luna Street
Intramuros, Manila
+632-5273490 (Phone)
+632-5273491 (Fax)
advocacy@ilsdole.gov.ph (email)
www.ilsdole.gov.ph (website)

ONLINE ACCESS TO KNOWLEDGE PRODUCTS

Description

ILS provides copies of knowledge products through its website at www.ilsdole.gov.ph.

Clients

DOLE offices; Partners; Researchers; Media; Interested Internet Users

Requirements

Internet access

Availability of Service

Upon request

Fee

None

Total Processing Time

Depending on connection speed, and search and download time

How to avail of the service :

Step

Client Action

ILS Action

Open ILS website Keep the website

at
online and
www.ilsdole.gov.ph updated with

Person in Charge

Duration of Activity

Location

Document/s Needed

Information
Technology
Officer or
12

uploads of
knowledge
products
2

Search for
appropriate links in
the menu or in the
pages

Download copies
of the uploaded
knowledge
products

designated
staff

Contact person/s:
Advocacy and Publications Division
Institute for Labor Studies
Department of Labor and Employment
5th Floor DOLE Building, General Luna Street
Intramuros, Manila
+632-5273490 (Phone)
+632-5273448 (Fax)
advocacy@ilsdole.gov.ph (email)
www.ilsdole.gov.ph (Website)

13

14

USE OF ILS CONFERENCE ROOMS AND MIRC

Description

:
ILS offers its two conference rooms and the open spaces at the MIRC for meetings and similar
functions.
ILS also makes available the LCD projector and projector screen in one of its conference rooms
for meeting and similar purposes.

Clients

DOLE Services, Bureaus, Attached Agencies, Regional Offices; Partners

Requirements

Registration Form and Client Feedback Form

Availability of Service

Upon request

Fee

None

Total Processing Time

Not exceeding 1 hour

How to avail of the service:

Step

Client Action

Secure a copy of
Request Form from
the ILS website or
from OED staff

ILS Action

Person in
Charge

Ensure the availability

OED
of the Request Form
Staff;
and the Client
IT Staff
Feedback form at the
ILS Website; give forms
to the client as
requested

Duration of
Activity

Location

OED

Document/s
Needed

Request
Form and
Client
Feedback
Form

15

Step

Client Action

ILS Action

Person in
Charge

Duration of
Activity

Location

Submit the Request

Form to the OED ILS
staff by email or in
person

Receive the
accomplished Request
form; Reserve the
room, if available and
inform the client of
availability or nonavailability of the room

OED
Staff

Not
OED
exceeding
30
minutes

Submit the Client

Feedback Form

Receive the Client

Feedback Form;
encode the contents
into the database; and
file

OED
Staff

Not
exceeding
10
minutes

Document/s
Needed

Client
Feedback
Form

Contact person/s:
Office of the Executive Director
Institute for Labor Studies
Department of Labor and Employment
5th Floor DOLE Building, General Luna Street
Intramuros, Manila
+632-5273456 (Phone)
+632-5273448 (Fax)
www.ilsdole.gov.ph (website)
16

SERVICE REQUEST FORM

Dear client:
Fill out this form to indicate the service that you require from ILS.
I. ILS SERVICE/S REQUIRED:
(Mark appropriate box/es and fill in the appropriate blank/s)
Borrow book

Title/s:

Borrow other
research/information material

Title/s:

Use MIRC for meeting/function

Date and time:

Use ILS Conference Room for

meeting/function

Date and time:

II. PERSONAL INFORMATION

NAME:
ADDRESS:
SCHOOL (IF STUDENT):
ORGANIZATION/COMPANY (IF WORKING):
SIGNATURE:
DATE:

Upon satisfaction of service requirement, please sign the Client

Feedback Form on page 2 and submit to the Advocacy and Publications
Division (for library services) or to the Office of the Executive Director
(for use of conference room).

CLIENT FEEDBACK/COMPLAINT FORM

Dear Client:
Fill out this form to provide information that will allow us to assess the efficiency, integrity
and relevance of our frontline services. This one-page form is divided into three parts:
division concerned; service provided; quality of service; and complaint, if any. The
information that you will provide will be kept confidential and will not be used except for
assessing our services. With regard to complaints, we shall take action according to relevant
laws, policies, rules and regulations.
I. DIVISION/OFFICE CONCERNED: (Mark appropriate box/es)
Office of the Executive Director
Office of the Deputy Executive Director
Finance and Administrative Division

Advocacy and Publications Division

Employment Research Division
Labor and Social Relations Research
Division
Workers Welfare Research Division
II. SERVICE/S PROVIDED: (Mark appropriate box/es)
Technical Assistance
Access to Knowledge Products

Use of Library Facilities

Use of Conference Room/MIRC

III. QUALITY OF SERVICE: (Mark appropriate box)

Office

Poor

Fair

Good

Very
Good

Poor

Fair

Good

Very
Good

1. Accessibility
2. Presence of signage
3. Cleanliness
Other comments:
Frontline Employees

1. Courtesy (politeness, cordiality,

attentiveness)
2. Cleanliness and orderliness of work
area
3. Grooming and appearance
4. Delivery of service (knowledgeable
in the assigned work, facilitative,
systematic, decisive, prompt)
Other comments:
IV. COMPLAINT, IF ANY:
A. Personnel involved, circumstances and date of incident:

B. Recommended Action : q

Signature: ________________

Date: _____________
Thank you.