Ss - pra.gov.ph

PRA QUALITY MANUAL

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TABLE OF CONTENTS

INTRODUCT!ON

PRA QUALITY MANUAL

t. PRA CONTEXT ........... 1

II. LEADERSHIP AND PLANNING ....,,. g

III. ORGANIZATIONAL SUPPORT" ..,., .1g

IV. PRA SERVICE REALIZATION, ......,...30

V. PERFORMANCE EVALUATION 34

vt. |MPR0VEMENT.. ...... 37

PRA CORRELATION MATRIX

a. Management Processes

b. Core Processes

c. Support Processes

GLOSSARYI DEFINITION OF TERMS

REVISION HISTORY

PHtLTPptNE RETIREMENT AUTHORITY {pRA}Document Code:PRA-QM.QMNL.OOO1

QUALITY MANAG EMENT SYSTEM Document lssue No.:0002

QUALITY MANAGEMENT SYSTEM MANUAL Document lssue Date:October 2017

rn-TRoDuc'TloN

This Quality Manual (OMNL) is written to guide the PRA in the implernentation andcontinuous improvement of its Quality Management System. lt outlines the general policies,systems and procedures adopted to ensure compliance with the ISO 9001: 2008 Standards.Wtth this manual PRA ensures that its QMS processes produces qua{ity servfce {o a{fsiakeirr:iriers.

The QMNL and its associated documents mentioned hereto aims to:

r Describe the basic elements of PRrq's euality Management system;. Communicate with the stakeholders the systern being maintained by the pRA, for

their conformity and observance; andr Make the PRA personnel appreciate the pRA eMS.

The contents of this manual are reviewed not less than annually and can be amendedwhenever necessary.

This Quality Manual shall be effective upon approval of the Top Management.

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I. THE PRA CONTEXT

A. Understanding PRA and its context

The Phiiippine Retirement Authority (PRA) is a government owned and controlled corporaticncreaied by virtue of Executive Order No. 1037, signed by former President Ferdinand E.

Marcos on 04 July 1985. On 31 August 2001, through Executive Order No. 26, the controland supervision of PRA was transfened to the Board of lnvestment (BOl) - Department ofTrade and lndustry (DTi) from the Office of the President.

On 12 May 2009, Republic Act No. 9593, otherwise known as Tourism Act 2009, PRAbecame an attached agency of the Department of Tourism and placed under the supervisionof the Secretary.

PRA is mandated to attract foreign nationals and former Filipino citizens to invest, reside andretire in the Philippines wiih the end view of acceleraiing the socio-economic deveiopment ofthe country contributing to the foreign currency reserve of the economy and by providing themthe best quality of life in most attractive package.

PRA has established its Mission, Vision and Core Values to serve as a guide for the nextyears and to measure its accomplishment on the mandate given by the Govemment.

MISSIONTo continually develop PRA's capabilitres to enable and empower all segments of the

government and private sectors relevant to the Philippine retirement migrationagenda.

VISIONPRA as the catalyst in strengthening the Philippines' retirement industry, envisions to

enhance the status of the country as an internationally-recognized and significantretirement destination in South East A$ia by 2A2A.

CORE VALUESln pursuit of the PRA's Vision and Mission, the ernployees of the PhilippineReiirement Authority bind themselves to develop and shape their actions in

accordance with the following core values:

Seryrbe ExcellenceWe push ourselves to provide high quality services at all times, getting better

at every chance, in order to meet international standards and realize ourideals for excellence.

lnnavatia;tWe continuously explore new and dynamic ways to irnprove our work.

utiiizing our imagination and creativity in making things happen to produceresults that matter.

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TeamwarkWe believe in working as One Team for the achievement of the PRA Missionand Vision, each of us contributing our abilities and talents as we perform our

share of the corporate challenge.

lntegrityWe uphold honesty and financial accountabllity in all aspects of our work,

always maintaining our moral integrity and our dignity as respectable publlcservants.

Discip{ine

We continuousiy act in accordance with rules of conduct, regulations, andauthority.

Good GovernanceWe hold ourselves accountable and transparent in all our actions, responsive

to the needs of our nation and the society as a whoie, deliver services thatmeet the needs of our stakeholders while making the best use of our

resources, and follow the rule of the law.

Socral Responsibilityit is our obligation to act for ihe beneflt of our stakeholders, our environment,

and for the Philippines our Motherlarrd.

PRA operates through its main office located at the ceniral business district of Makati City.The office is strategically located to provlde ease and comfort for the clients and otherstakeholders who will visit and transact in the offrce. PRA has Satellite Offices in the cities ofBaguio, Angeles, Cebu and Davao to eltend services to applicants, members and otherstakeholders in those areas.

B. StakeholdersMapplng

PRA identifies each stakeholders' requirernents tc ensure that the organization's actions,objectives. and policies in line with aitaining its goal will meei and exceed the stakeholders'expectations.

STAKEHOLDERS NEEDS EXPECTATIONS

WAYS TODETERMTNENEEDS AND

EXPECTATIONS1 cLTENT (FOREtGN

RETIREES)a. Potentiall

ProspectiveEnrollees

Details about theprogram

Accurate and completeinforrnation about therequirements andprocess

Knowledgeable,accommodatingpersonnel

Marketdevelopment,interviews,attendingconventionslconferences, tradefairs, exhibits,events spcnsorship


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Conducive facility

On-time processing/delivery of visa

b. Retireememberslauthorizedrepreseniatives

Membership services(e.9. lD Renewal, Re-stamping, Conversionof Visa Deposit, BankTransfer, Assistanceto other govt. offices,Special concems)

Accurate and completeinforrnation about therequirements andprocess


Conducive facility

On{ime processingldelivery of request

No red tape

New / enhancedbenefits

lnquiries /c0mmunication(email, letterrequests, phone,in-person)

Feedback

Meetings/ Focusgroup discussion

2. EMPLOYEES Salary

Compensation &Benefits

Training

Recognition I Awards

Policies and jobresponsibilrties

Working area,equipment andmaterialsl supplies

Accurate and on-timepayment of salary

Well designedcompensation &benefits scheme/ plan

Adequate andappropriate training

Fair and constructivefeedback from superior;excellent performancewas awarded andrecognized

Policies and jobresponsibiiities areclear and wellcommunicated

Safe working condition.equipment rn good andworking condition,materialslsu ppl ies areadequate and readiiyavailable

Meetings

Feedback

Coaching/Menioring

Other forms ofcommunication{email. Ietter,memorandum.social media, SMS,

Accurate and completeinformation about the

Meetings,feedback, briefings,communication


u.

3, FARTNERSa. Marketers Accreditation

(^.ertifir'gte

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Marketingcollaterals/Promotionalitems

lncentives

process


Conduclve faciiity

On-timeprocessing/delivery ofcertificates

Complete and On{imerelease of lncentives

No red tape

(email, letter,memorandum,social media, SMS,etc.)

b. Banksb.1 .

AccreditedBanks

Letter of lnstructions /Letter of lntroduction

Clearances

Accurate instructionsand completedocumentslattachmenis


b.2.DepositoryBanks

Letter of instructions Accurate instructionsand completedocuments/aitachments


h2

ProspectiveBanks

lnformation on bankaccreditation

MOA

Accurate and completeinformation

c. MerchantPartners

r4

Clinics

Certificate asPartner/AccreditedClinic

Payment

Referral

Accurate and completeinformation about therequirements andprocess


Conducive facility

On-timeprocessingldelivery ofcertificates

Complete and On{imerelease of payment


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No red tape

More refenalc.2.OtherMerchantPartners(Hotels, Heaithand Wellness,Resorts, etc.)

AccreditationCertificate anci Sticker

PRA to promote theirfacilities and services

Arcurate and completeinformation about therequirements andprocess


0n-timeprocessingldelivery ofcertificaies

No red tape

PRA to provide afacilitylmechanismwhere they canpromote their facilitiesand seruices

Newlenhanced benefitsd. Offerors

d '1.

RetirementFacilities

AccreditationCertificate and Siicker

PRA to promote theirfacilities and services

Assistance inprocessing theapplicatlon of Retireefor visa depositconversion

Clearances

Accurate and completeinformation about therequirements andprocess

Knowledgeable,accornmodatingpersonnel

On-timeprocessingldelivery ofcertificates

No red tape

PRA to provide afacilitylmechanismwhere ihey canpromote their facilitiesand services

New/enhanced benefits

On-time release ofaDproved Clearances

ANu.z.Non-AccreditedRetirementFacilities

Assistance inprocessing theapplication of Retireefor visa depasitconversion

Accurate and completedetails about therequirements andprocess


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QUALITY MANAGEMENT SYSTEM MANUALDocument lssue Date:October 2017

ClearancesOn-time release ofapproved Clearances

No red tape4. SUPPLIER /

THIRD PARTYPROVIDER

Specificatrons / Termsof Reference / BiddingDocuments

Payment

Objective basedselection process.conforms with RA 9184and its IRR

Complete and accuratedetails onspecifications,requirements, andprocess

Complete and on-timerelease of payment

No red tape

Meetings

Feedback

Briefings

Communication(email. letter,phone, etc.)

( OTHERGOVERNMENTAGENCIESReguiatory /StatutoryAgencies

Payr"nent of StatutoryLiabilities (Tax,Dividends MandatoryPremiums, etc.)

Reports, Reply Letter

Participation inprogram and policydevelopment andimplementation

Complete and on-iimepayment of StaiutoryLiabiiities

Accurate and on-timesubmission of reportsand/or reply letter

Active participation inprogram and policydevelopment andimplementation

Farmalcommunication(circulars, letters,policies, eic.)

Meetings

b. PartnerAgencies

Reports, Reply Letter,DocumentaryRequirements

Fees

Participation inprogram and poiicydevelopment andirnplementation

Accurate and an-tirnesubmission of reportsand/or reply letter

Complete and accuratesubmission ofdocumentaryrequirements

Prompt and accuratepayment offees

Active participation inprogram and policydevelopment andimnlementation

Formalcommunication(circulars, letters,policies, etc.)

Meetings

Citizens Charter

Website

Journals

C. Scope and Application of the QMS

The Quality Management System applies to PRA Enrollment to Special Resideni

Retiree's Visa Program processes of the Head Office including ail Satellite Offices. PRA

determines the processes needed for the QMS and their application throughout the


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organization and the criteria and methods needed to ensure that both the operation andcontrol of these procssses are effective; ensures the availability of resources andinformation necessary to support the operation and monitoring of these processes:monitors, measures as appropriate, and analyses these processes; and implementsactions necessary to achieve planned results and continuai improvement of theseprocesses.

The PRA process map illustrates an overview of its processes and their interactions. TheManagement Process defines how the organization plans, monitors, and measuresperformance to ensure that the mandate and goals are attained and that the effectivenessof the system is continuously improved. The Core Process describes all the processeswhich are necessary for the organization to realize and deliver the desired service to itscustomers. The Support Process expiains all requirements that are necessary to manageand control resources, also, it ensures the avaiiability of information on the procedures inits QMS. The model shows that the clients play a significant role in defining requirementsas inputs.


PHtLTPptNE RETTREMENT AUTHORITY (pRA) Document Gode:PRA-QM-QMNL-OOO1


QUALIfi MANAGEMENT SYSTEM MANUAL Document lssue Date:October 2017

Listed below are ISO 9001:2008 standards not applicable to PRA. These exclusions donot affect PRA's ability or responsibility to provide the level of service that meets orexceeds stakeholder and regulatory requirements.

Clauseffitle Details of Justification

7.3. Design and development

The PRA does not perform design anddevelopment in delivering SRRV toretiree-applicants and in delivering theservices to members of the SRRVpr00ram.

7.5.2 Validation of processes forproduction and service provrston

The PRA does not perform validation ofprocesses for production and serviceprovision in delivering SRRV to retiree-applicants and in delivering the servicesto members of the SRRV proqrarn.

7.6. Control of monitoring andmeasuring equipment

The PRA does not use any monitoringand measuring equipment in deliveringSRRV to retiree-applicants and indelivering the services to members of theSRRV program.

The PRA establishes and documents its Quality Management System through thisManual. lt contains references to policies, objectives and guidelines set by the pRAnecessary to effectively implement the QMS

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Document Code:PRA.QM.QMNL-OOO1

QUALIW MANAGEMENT SYSTEM Document lssue No.:0002


II. LEADERSHIP

1. TOP MANAGEMENT AND COMMITMENT

The PRA Top Management regards its QMS as a strategic asset that helps in the continualimprovement of its system. To this end, the PRA Top Management has established its policyand objectives and is committed to ensure that it meets these objectives throughcommunication. management reviews, and ensuring the availability of resources for all facetsof the QMS.

2" QUALITY POLICY

The PRA Top Management recognizes the importance of understanding, meeting, andenhancing stakeholders' requirements. As such, the PRA Quality Policy is established. ThePRA Quality Policy is the Authoritf s statement of intent and commitment to render qualityservice. relevant to the mandate and purpose of the Authority. and updated to ensureappropriateness in PRA's operations and processes.

PRA QUALITY POLICY"L.E.S.S. is BEST"

PHILIPPM{E HETIREMENT AUTHOS,ITY,mandated to pr*mote and develap the Philippinesas a retirem*nt haven to accelerate the ccuntrfs**ocio-econornic develcpment, crmmits tc:

Provide quolity service lo cchieve stckeholdei.'s scfisfoction:Promole culture of excellence ond shcred responsibility to b,uil<iorgcnizcf lonol strength ;

o Conform to relevanl requirements & stcrndords to mainloinm0nogemenl sysiem:

quoliiy

r Adhere lo continually improve the eflecliveness of monagerrrenl system; ondr Adhere io opplicoble sictutory cnd regulatory requirements in pursuii of l5,;l

ihe ofcremenlicned. :tra*ll*' .;::l

The PRA Quality Policy is communicated and cascaded throughout the organization by:

Discussing the policy and key elements with new employees as part of theirorientation;

Displaying QMS lnformation in strategic locations within pRA Head office andSatellite Offices;inciuding QMS in employee trainings and seminars;lssuing memoranda and special orders re: QMS updates;

t.r.5").ls

BEST

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a

a

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. Regularly including QMS in the meetings such as Management Committee (Mancom)and phases of the Strategic Planning: and

o Announcing QMS updates in venues such as flag ceremonies and other employeeassemblies on an on-going bas!s.

The PRA Top Management reviews at ieast once a year the PRA Quality Policy statementand key system elements to ensure appropriateness. effectiveness, and continued suitabilityto the organization.

3. ORGANIZATIONAL ROLES, RESPONSIBILITIES, AND AUTHORITIES

1. General

Generally, atrl employees are responsible for the quality of their work, as it contributes tothe quaiity of PRA's services. Relatively, PRA Top Management ensures that employeesare appropriately trained and able to formulate and implement corrective actions whenrequired in the course of theirworks in accordance with the QMS establisheo policies andproeedures.

2. Responsibility and Authority

2.1 OrganizationalStructure

The PRA Top Management establishes an Organizational Chart that outlines theauthority and interrelation of personnel who manage, perform, and verify workaffeciing quality.

PHILIPPINE RETIREMENTAUTHORITYGCG APPROVED STAFFING PAITERN

As of October 11, 2013

Oiilce of ihe Bcard Secretary

Cfil,;e oi the Generai lvlanager

Oifice ol the Deput) Ceneral lvlana!)er


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Functions of difierent offices, departments and divisions are as follows:1

2.1.1 Board of Trustees

r Formulate policies, guidelines and programs to effectively implement

and cany out the purposes and objectives of the Authority;

r Prescribe and periodically review and revise the amount of fees,

charges and assessments levied and collected for the support and

maintenance of the operations of the Authority;

. Control the management, operations and administration of the

AuthoritY, andr To approve the annual and supplement budget of receipts and

exPenditures of the AuthoritY.

2 1.2 Office of the Board Secretary

. oversee the planning, preparations, dissemination of agenda and

minutes of the Authoritf s Board meetings,

e Prepare proposals for consideration of the Board, as the need arises;

r Record the proceedings of ihe Board meetings;

r lnform andior coordinate with the Board members any activities which

may require approval and/or attendance;

r Prepare secretary's certificate for ali Resolutions approved by the

Board and authorize the release thereof upon instruction by the

General Manager,r Act as a record custodian of all documents pertatning to the Authority's

Board of Trustees; and. perform other functions that may be required by the Genera! Manager

andlor bY the Board members.

2.1.3 lnternal Audit Division

Responsible in strengthening the internal control system in the Authority

and shall undertake activities designed to ensure that management achieve

ef1gency of operations, reliability of financial reports and compliance with

applicable laws, regulations and internai policies.

2.1.4 Office of the General Manager

. Oversee, direct and controi the overall operations and internal

administration of the AuthoritY,

r Direct the enforcement and implementation of orders, policies and

directives iaid down by the Board; and

r set the appropriate measures of performance of PRA pertinent to

corporate goals and objectives.

1 GCG Approval of Rationalization Plan dated October 1i", 2013


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2.1.5 Office of the Deputy General Manager

For and in behalf of the General Manager, oversee, direct and control theplanning, implementation, evaluation and overail adminisiration of theprograms and operations of ihe PRA.

2.1 6 Management Services Department

Underiake the development of the Authority's plans and programsencompassing the conceptualization, and implementation of relevantpolicies and procedures including the preparation of relevant poiicies andprocedures including the preparation of corporate operating budgetsupportive to and consistent with the Authority's mission and vision;

2.1.6.1 Corporate Planning Division

Oversee the implementation of an effective corporate planning,monitoring and control systems within the Authority and of anequally reliable information systems for planning, decisionmaking and control purposes.

Provide a well-maintained network with an uninterrupted daia processingsystem related to information technology, hardware and software abreastwith the latest technology that is globally competitive and responsive to iheICT needs of the Authority.

2.1.6.2 lnformation and Communications Technology Division

Ensure proper maintenance and consistent implementation ofnew technologies and uninterrupted use of data processingsystem of the Authority.

2.1.7 Resident Retiree Servicing Department

Pian, direci, organize and control the aciivities of the departmeni to ensurethe effective and efficient delivery of services ta resident retirees.

2.1.7 "1 Processing Division

Formulaie and implement policies. manage the processing of theretirees portiolio and coordlnate with the accredited banks withregards to their adherence to Authority's policies.

2.17 2 Servicing Division

Render support and assistance to the Department Manager inplannlng, organizing, directing and controlling the activities of theDepartment as well as in the enforcement of systematic systemsand procedures.


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2.1.7.3 Satellite ffices or Stations

Established in key groMh corridors located at Baguio City, Clark-Subic Area, Cebu City and Davao City to promote the PRAProgram in the area, screen and pre-process pertinent

documents of the enrolees.

2.1.8 Administrative and Finance Services Department

Manage the financial resources of PRA through the provlsion of accountingand budgetary seruices,

2.1 .8.1 Financial Manaoement Division

Plan, organize control and coordinate the activities of ihedepartment in providrng adequate funds for establishedrequirements in a timely manner at a cost consistent yiith

prevailing ccndition and in keeping with the corporate plans andobjectives.

Suppor-t all organizational units through provisions of human and physicalrequirements.

2.1.8.2 Administrative Support Division

Render support and assistance to the Department Manager inplanning, organizing. directing and controlling activities of theDivision as well as ln the delivery and enforcement af systematicpolicy systems and procedures.

2.1.9 Marketing Department

Plan, organize, direct and control the operations of Marketing Departrnentin accordance with the objectives established by the higher management.

2.1.9.1 Advertising and Promotions Division

Pian, organize, direct, and control the activities of the Division in

arcordance with the specific guidelines and instructions of theDepartment Manager for Marketing.

2.1.9 2 Client Relations and Program Development Division

Responsible for the execution and implementation of theAuthority's marketing programs and the periodic analysis of theperformance of participants as well as the marketing and viabilityof the programs.


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2.2 ISO Core Team

From these group$, a QMS Core Team has also been created to ensure theestablishment and successful implementation of the QMS. The pRA eMS coreTeam has the following structures and func{ions:

Quality;Management, naprCsent*ive(arvlnl

Deputy Qual ity ManagernentRepresentative (DQMR)

2.2.1 Top Management

PRA Top Management is composed of the General Manager, the DeputyGeneral Manager and different Department Managers. The GeneralManager, directly reports to the Board of Trustees on matters relating toQMS. Below are the functions of the Top Management:

a

a

a

a

a

Lead the establishment, implementation and monitoring oi the eMS;Establish and communicate qualiiy policy;Ensure that quality objeclives are established;Communicate the importance of meeting customer requirements;Determine and provide necessary resources and ensure that they areadequately available; andConduct Management Review meetings.

WorkplaceOrganiaation

l?!am:

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2"2.2 Quality Management Representative

r Oversee the establishment, documentatlon, and effecliveimplementation of the QMS,

r Liaise with external parties on matters relating to QMS,r Ensure that procedures for lQA. management Review, Corrective and

Preventive Acticns are established and implemented: and. Report the QMS performance to Top Management for review and

continuous improvement.

2"2.3 Deputy Quality Management Representative

r Assist the QMR in performing assigned duties and responsibilities; and. Assume responsibility of the QMR in hisiher absence.

2.2.4 QMS Secretariat

r Provide administrative and technical support io surcessfully implementthe prolect from systems development up to 3d party certification:

. Facilitate delivery of specific outputs of the project; and

. Plan and coordinate effective deployment and efficient use of human.financial, and other physical resources of the project.

2.2.5 QMS Planning Team

o Ensure ihat quality objectives are established at relevant functionswithin their respective divrsions of the organization;

o Ensure that quality objectives are measurable,r Ensure that quality objectives are supported by programs to achieve

them; andr Ensure that customer information is monitored as one of the measures

of performance of the QMS.

2.2.6 Workplace Organization Team

r Ensure that the work environment needed to achieve conformitv toservice requirements are managed;

r Ensure consistent implementation of good housekeeping programs;and

r Monitor and assess workplace cleanliness, orderliness and safety.

2.2.7 Training and Education Team

e f nsure that employees are aware of the QM$ to successfullyimplement and sustain the QMS;

r Plan and coordinate QMS cascading activities and faciiitaieidentification of related competency gaps; and


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r Coordinate the conduct of HRD interventions to address criticalcompetency gaps

2.2.8 Documents and Records ControlTeam

Ensure that documents remain legible and readily identifiable anriretrievable;Prevent the unintended use of obsolete or unauthorizeC documents;andEnsure that controls are established for identification, storage,protection, retrieval, retention time, and disposition of records.

2.2.9 lnternal Quality Audit Team

Determine conformance of the QMS to the planned anangements andto the requirements of ISC 9001 Standards;Determine whether the QMS is effectively implemented andmaintained;Provide input to management review regarding the results of the audits.and

. Keep track of the implemeniation of the corrective and preventiveaction for non-conformance raised during the audits.

Responsibiiity and authority are further delineated throughout this Quality Manual,in Job Descriptlons, PRA Office Orders and in other QtulS documentations.

III. PLANNING FOR THE QUALITY MANAGEMENT SYSTEM

A. Risk Management

PRA incorporates management of risks and opportunities in its QMS Planning to proactivelyprevent or reduce undesired effects and promote continual improvement of iis qualitymanagement processes. The PRA Top Management oversees Risk Management anddesignates officers depending on the nature of risk.

The planning for risk management starts with the directives of the FRA Top Management,faciiitated by the Internal Audit Division in pursuit of their mandate, and to be responded andacted upon by divisionsldeparlment concerned or process ownersls. All divisionsldepartments must have mechanisms in determining risks in the processes they own in theirrespeclive units.

The lnternal Audit Division conducts Risk Assessment once a year or as the need arises,following the provisions of the Philippine Government lniernal Audit Manual (PGIAM). PRARisk management is done by identifying, analyzing, and evaluating what could possibiy gowrong in the operatrons and address them by formulating preventive rneasures before their06currence.


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PRA uses different tools in risk management depending on their nature. These tools aid in thedecision making process of the PRA Top Management towards mitigating potential risks andtaking greater advantage over opportunities.

B. Quality Objectives and Planning

PRA establishes its strategic objectives and strategic measures based on the differentStrategic perspectives (socio-ecanomic impact. stakeho/ders, {inance, internal process andlearning& grawth), which is being agreed upon with the Governance Commission for GOCCs(GCG) through a Performance Agreement Negotiation (PAN). They are reflected in astrgteqv map, which is a condensed representation of PRA's Corporaie Goals and objectivestowards its vision. and are monitored, measured, and analyzed in a bala_nced scorecard.

These strategic goals and objectives become the center of PRA's strategic and corporateplanning.

PRA conducts its annual strategic/corporate planning spearheaded by the Corporate PlanningDivision, aligned with the ISO lnternational Standards. PRA's strategic and operationai plansare the results of this planning process, where strategic thrusts of the PRA are defined,commitments are obtained, and resource requirements are determined Objectives andtargets are set at appropriate levels but specific quality objectives are defined duringmanagement program planning ancJ budget preparation. lt is divided into 5 phases iilustratedas foilows:


Strategy Map

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These corporate targets, directions. strategies serve as bases in the office and individualemployee's preparation of SP["4S performance mntracts and rating forms and translated intoCffice Performanre Commitment Review (OPCR) of every department and division, andemployee's lndividual Performance Commitment Review (IPCR), submitted every semester tothe Administrative Support Division.

C. Planning of Changes

PRA Top Management ensures that the integrity of its Quality Management System issubstantiaily maintained even with the occurrence of significant changes in PRA QMS itself,due to internal and external factors, e.g- management, relocation, technotagy, services, etc.

PRA Top Management and the QMS Planning Team carefully prepares action plans inanticipation of these possible changes sc as not to interrupt the ongoing QMS whilecontinuously meeting customer and regulatory requirenrents.

PRA develops and maintains controls to various processes and documents them to easilydetermine and track areas vulnerable to changes. Planning of changes includes identificationof the nature and span/timeline of change, determining its impact, allocation of resources toimpiement the changes, Top Management and Board approval, implementation/ depioymentof change and review of QMS after changes are implemented"

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IV. ORGANIZATIONALSUPPORT/$UPPORTPROCESSES

The PRA Management determines and is committed to provide appropriate resources needed toimplement and maintain the Quality Management System {QMS), to continually improve itseffectiveness, and to enhance client satisfaction by meeting regulatory and exceeding clientrequirements.

A. MANAGEMENTOF HUMAN RESOURCES

1. People

PRA believes that its human resource is its greatesi asset. To ensure competence of ourpersonnel, job descriptions have been prepared to identify the qualifications required foreach position. Qualifications include requirements for education, skills, lraining,experience and psychological health requirement.

As such, the Administrative Suppori Division undertakes the foliowing functions.

Determining the capabiiity buiiding needs of personnel pe#orming work affectingservice quality.

Facilitating the placement of qualified personnel to meet the capacity requirements ofoperations.Orieniing the personnel on their roles and responsibilities as they effect achievementof objectives.

Organizing seminars and training courses to meet the identified needs.Evaluating the effectiveness of Human Resources interventions.Assessing personnei performance through conduct of periodic performanceevaluation.

Cornpetence

Qualifications are reviewed when an employee changes positions or the requirements fora position change. Human Resources maintain records of employee qualifications. lf anydifferences between the employee's qualifications and the requirements for the job arefound, training or other action is taken to prcvide the employee with the necessarycompetence for the job. The results are then verified through the employee's performanceevaluation to determine if they were effeciive.

Awa raness and Csmmunication

The awareness of quality starts from the top management. The commitment to beinvclved and io implement the QMS will be evident not only through words but by theiraction.

The PRA management promotes Quality awareness try focusing on meeting customerand regulatory requirements. The PRA employee Quality awareness starts during newemployee orientation wherein the importance of the roles of the incoming employee isclearly defined in achieving the Authority's quallty objectives and policies. The currentemplayees have attended scheduled training regarding the existing quality policy

,

3.


I

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I

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objectives, policies. work instructions I procedures Appropriate poiicies, letters,memoranda, manuals, are disseminated. Notices and announcements are posted on

bulletin boards to serve as effective tools of ready reference and information. Anyupdates I information is disseminated immediately to the concerned units

Two way communications is presently practiced within the Authority. When an employeesubmits a suggestion for improvement to management. management reviews thesuggestion then provides feedback to employees. Either way. communicating to theempioyee the decision that was made and providing them wiih a clear explanation is oneway to illustrate commitment.

Complaints are welcomed and recorded as a means of monitoring the effectiveness ofthe processes which will later aid in its improvement.

QMS personnel are motivated to achieve the Authority's quality objectives. The process

to motivate employees may include the use of methods such as - employee recognitionawards; ongoing training programs; performance reviews, employee surveys: poster

campaigns: etc,

B. MANAGEMENT OF FINANCIAL RESOURCES

The Financial Managemeni Division is devoted to the task of figuring out how to allocate andspread out the overall financial resources of the Authority. lt takes the overall control andmonitoring of the PRA's net worth. lt must ensure that the right assets are in the right place atthe right time lt must also manage the expenditures so that all programs/projects arefinanced in an optimal way without taking on too much risk. And it takes the responsibility ofreporting how budgets are utilized for specific pians and programs of the whole Authority.

Common rnechanisms are currently used forthe production of financial reports and thehandlinglmonitoring of the Authority's monetary capitals.

1. Corporate Operating Budget

FRA's COB is a detailed projection of ail estimated income and expenses primarily

based on forecasted number of retiree applicants who are assumed to have enrolled in

the program through the issuanca of Speciat Resident Retiree's Visa {SRRV) by theBureau of lmmigration, during a certain budget year.

2. DisbursemenUUtilization

PRA maintains a Registry of Eudget Utilization by Expense Class to control theutilization of funds, which includes Personnel Services, Maintenance and OtherOperating Expenses, and Capitai Outlays. Unless authorized. the amount of utilizationshould not exceed the approved Corporate Operating Budget tCOB).

3. Funds Custodianship

PRA takes the responsibility of handling funds from (1) its own earnings saved from theyearly operational net income; and (2) funds held-in-trust for the retirees' visa deposits


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maintained at a government bank. ltem # 1 comprises of the Authority's financialresources in terms of collections and payments made in accordance with the plans andprograms being set by the management and in compliance with the standard accountingand auditing rules and regulations. The excess funds are maximized in the form ofinvesting in high-earning time deposits and other deposit products and securities. ltem #2 comprises of funds soleiy from the visa deposits of retirees' andlor applicants' moneyheld in trust by PRA. These are also invested in a special time deposit under the nameof PRA, with PRA's initiative to share with the retiree/applicant a portion of interestearned.

4. Financial Statements

These are a collection of reports about financial results, financial condition, and cashflows. lBalance Sheet, lncome Statement, Changes in Equity, Cash Flow Statement,etc.)

C. MANAGEMENTOF PROCUREMENT

Procurement refers to the acquisition of Goods, Consulting Services and the contracting forinfrastructure projects of the Authority. PRA adheres to the generic procurement processmandated under Republic Act No. 9184 (Procurement Law) and its lmplementing Rules andRegulations (lRR). All procurements are presented to the Bid and Awards Committee (BAC)for deliberations and determination of mode of procurement.

BAC Secretariat

The Bids and Awards Committee is composed of iive (5) regular members and provisionalmernbers. The regular members are: The Chairperson, Vice-chairpers<ln and three (3)


FHILIPPINE RETIREMENT AUTHORITY (PRA} Document Code:PRA-QM.QMNL.OOO1



members. The provisional members attends the meeting depending on the nature of theprocurement and when the procurement needs of their respective division andlor departmentare being deliberated. The BAC have the following responsibilities:

' conducts pre-procurement conference and pre-bid conferences;r determines the eligibility of prospective bidders;. conducts the evaluation of bids;r undertakes post-qualificaiion proceedings;. resolves motion for reconsideration;. recommends award of contracts to the Head of procuring Entity (HopE):. recommends to the HOPE the use cf Alternative Methods of Procurement:. performs such other related functions as may be necessary, including the creation of

a Technicai Working Group (TWG) from a pool of technical, financial and/or legalexperts to assist in the procurement process, particularly in the eligibility screening,evaluation of bids and post-qualification.

On the other hand, the BAC Secretariai is responsible for the following.. provide administrative support to the BAC;. organize and make all necessary arrangements for BAC Meetings and conferences:o prepz[€ minutes of the BAC meetings and resolutions of the BAC;r take custody of procurement documents and other records;r ft13l1og€ the sale and distribution of bidding documents to interested bidders;. advertise and/or post bidding opportunities, including bidding documents, and Notiee

of Awards;. assist in managing the procurement process;* monitor procurement activities and milestones and prepare procurement monitoring

report using the form prescribed by the GPFB:o consolidaie PPMPs from various units of the procuring entity to make them available

for review,r prepare the APP: and. act as the central channel of communications for the BAC with end users" PMOs

other units of the line agency, other government agencies, providers of goods,services and infrastructure prolects, observers and the general public.

Frorn the approved Corporate Operating Budget (COB) granted by the Board of Trustees(BOT) and Depariment of Budget Management (DBM), each procuring unii submits theirProject Procurement Management Plan {PPMP) to the BAC Secretariat for the preparation ofthe Annual Procurement Plan (APP)" No procurement is undertaken unless it is inaccordance with the approved COB and APP" ln case there is no approval of proposedbudget, allocation of financial requirements in procuring goods and services shall be taken onthe re-enacted budget based on the iatest DBM-approved budget in which consideration shallonly be taken on Operating Expenses but not on Capital Ouilays expenditures.

L Requisition

Each procurement is initiated by requisition of the end-user to the BAC for resolution,Terms of Reference (TOR) is required if necessary to supplement the items to be


PHILIPPINE RETIREMENT AUTHORITY IPRA}Document Code:PRA-QM-QMNL-OOO1



procured. Technicai Working Group {TWG) or commitiee may also be created ifnecessary io help in defining and evaluating the required goods and services.

2. Evaluation and Selection of Supplier

Some procurement are subject to Philippine Government Electronic Procurement System(PhilGEPS) posting website depending on the Approved Budget of the Contract (ABC)and mode of procurement as stated in the BAC Resolution Exempted to this is theprocurement of regular and non regular office supplies to be done through ProcurementService (PS). All bidders and suppliers must be registered to PhilGEPS. A resolution isissued by the BAC recommending the award to the selected supplier based on thecompliance on the specifications or requirements defined on the Purchase Request (PR)and Terms of Reference (TOR). Ceftain evaiuation mechanics or methodoiogy shall alsabe employed depending on the kind and nature of items to be procured to ldentify theLcwest Calculated Responsive Bid (for goods and services) or Highest Rated ResponsiveBid (for consultancy).

3. lssuance of Purchase Order

A Purchase Order (PO) is issued to the selected bldderlsupplier supplemented by Noticeof Award (NOA) signed by the HOPE. The PO shall tender the delivery of the goods andservices being procured wiih stipulation on the terms and conditions as agreed upon bythe Authority and Supplier following the provisions of RA 9184.

4. Acceptance from the supplier

Goods and services delivered as fulfilment of the supplier shall be accepted by theAuthority on the following manner depending on the conditions as defined and agreedupon by both pafiies and where it applies.

r lnitial acceptance as delivered and inspection shall be conducted by the SupplyOfficer, Budget Officer or lnspection Committee Head

. Fuii acceptance if ali components are completely delivered and certified itscompliance to all requiremenis defined by the Authority

All procurement are inspected prior to acceptance.

D. MANAGEMENT OF GOODS AND SERVICES

i. lssuance to End-user

Depending on the kind of goods and services, issuance shall be coordinated andperformed by the Supply Officer or any designated employee. Regular supplies are beingissued and are recorded in the database for inventory monitoi-ing.

lnventory Custodian Slip (lCS) is issued to those who will use or be accountable for theitems below Php1.000.00 but not classified as regular supplies. AcknowledgementReceipt for Equipment (ARE) previously known as Memorandum of Receipt (MR) isissued for Fixed Assets considered of high value and wiih estimated useful life below five

PRA Quality Manuall 23

t,

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ii.

{5) years. This receipt is srgned by the end user and the Supply Officer for accountabiiity.recording and monitoring.

lnventory and Storage

The Supply Officer conducts monthly physical inventory on regular supplies and reconcllewith the database to ensure the availability of goods. lnventory of PRA-owned FixedAssets (FA) is supported by Acknowiedgement Receipt for Equiprnent (ARE) for custodialand accountability and Stock Position Report for the supplies and related materials. Asprescribed by Ccmrnission on Audit (COA) periodic inventory is conducted by a team ona yearly basis. This is to vaiidate the physical count of FA consistent with the inventoryrecord. Updating of inventory i'ecord is done after the inventory period or throughresubmission of ARE to Supply Officer done every two (2) years as prescribed by thei,-uA.

The Authority maintains its storage located within the office premises. Said facility isprovided with shelves and secured locks in which only the Supply Officer and designatedalternate have the access in the area. Goods stored are properly grouped according tckind and properly labelled for easy identificatlon retrreval and issuance.

Aside from inventory for Fixed Assets being handled by the Supply Officer of the Adrnin.Support Division, lnformation and Communication Technology Division (ICTD) aisomaintain an inventory list of ICT resources of the Authcrity intended for ihe foilowingpurpose,

r To monitor the warranty provision for each equipmentr To monitor the expiration period of software licenses and installation medla

' To determine the accountable user as per distribution to different departmentsand/or divisions

r To monitor the operational condition and performance of lT equipment. Seryes as reference in the preparation of lnformation Strategic System Plan

(ISSP) and budget requirements for preventive maintenance system

Said list is periodically reviewed and updated by ICTD to ensure proper accounting andmanagernent of ICT resources.

Disposal of Unserviceable Properties

Disposal of FA is being done upon recommendation of the Authority and certification tobe issued by COA. Determination on disposing FA is based on the following conditions;

. if it reached the net value as per depreciation cost

. based on evaluation and assessment if it rs unusable, not operational or beyondeconomical repair.

As to the mode of disposal, the Authority foilows the provisions stated in the Commissionon Audit Circular No. 86-264 issued on October 16, 1986 entitled "General Guidelines on

iii.

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the Divestment or Disposal of Asset of Government-Owned and Controlled Corporations(GOCC) and their Subsidlaries".

4. Monitoring of Outsourced Services

Considering other iCT requirements of the Authority, PRA engage cutsourced servicesprovided by the third-party entities These services are web hosting. email services anciinternet connection among others. The significant contributions to the Authority are asfoilcws:

4.1 Web-Hosting

lnternet presence of PRA website that enable digital promoiion and marketingof SRRV products, on-iine application and vidual dissemination of informationabout ihe Authority.

4.2 lnlernet Connection

Faciiity that enable PRA to connect over the net and be able to use internettechnology resources.

E-rnail services

Enable virtual comrnunication to customers and stakeholders through eiectronictransmission.

Contract of Service

A contracted individuai. also referred to as Job order employee shall perfcrmIump sum work or service related to or incidental to the Authority's hiringfunctions and operations, for a specific period of time not exceeding six {6imonths. lt can be classified into janitorial and clerical services.

Office space

An area that provides suitable environment for ernployees and clients intendedfor office operations.

Security Services

To keep ward and watch and protection of the employees and clients and asper the contractof s requirement

Courier Services

Courier services help the Authority and individuals transporl importantdocuments, packages. and other rtems. A courier service is noted for expediteddelivery, tracking, and security of items being delivered.

4.3

4.4

4.5

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4.7


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4.8 StorageAffarehouse

An offsite hard-copy document storage and management services. This helpsthe Authority maintain the documents to be secure and confidential.

4.9 Telecommunications

Refers to the exchange of information by electronic and electrical means over asignificant dislance. Telecommunications devices include telephones andcellular phones

4.10 Subscriptions

An agreement by the Authority to a certain entity to get a publication or serviceregularly. This includes newspaper, cable, and magazines

4.11 Marketers

Are business entities (registered sole proprietorships, parlnersh ips,corporattons), accredited by the PRA to function as marketing channels andindependent promotion and assistance arm for the enrollment of foreignretirees to SRRV program.

In monitoring the said services, PRA employ the following controls to ensure its properdelivery and compliance with the agreed terms and conditions as stated in the ServiceLevelAgreement (SLA).

TYPE OF CONTROLWeb Hosting and Email Services Documentation Reviey,r Regular Monitoringlnternet Connecfion Documentation Review Regular MonitoringContract of Service Screening Performance ReviewOffice Space Docurnentation Review Audit ReportSecurity Services Documeniation Review Performance ReviewCourier Services Documentation Review Performance ReviewStoragelltr/arehouse Documentation Review Performance ReviewTelecommunications Documentation Review Performance ReviewSubscription Documentation Review Regular MonitoringMarketers Documentation Review Performance Monitoring

D. Management of lnfrastructure, lnformation and lT Resources

The Administrative Division ensures that infrastructure needed to deliver services andproduce products, are maintained in accordance to established maintenance program. Theseinclude client receiving areas, workstations, conference and training facilities, tran$portaiionservices, communication facilities, and storage facilities for supplies.


TYPE OF SERVICES EXTENT OF CONTROL

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1.

The lnformation and Communication Technology Division (ICTD), a unit under theManagement Services Department (MSD) handles the ICT initiatives and programs of iheAuthority. lt is responsible in determining lT-based solutions and approaches that are alignedto its manda'te, mission, vision and objectives as well as PRA's Strategic Plan. The basicfunction of ICTD is to provide operational and technical support services to the whole,Authority particuiarly the provision on soltware and hardware, network connectivity and otherapplicable and available ICT technologies. Other associated funciions are as follows:

Prepare and define the lnformation Systems Strategic Flan (ISSP). This plan covers andserve as the blueprint of the three {3) year ICT journey of the Authority in terms of lSprojects, iimeline, resource requirements, budgeting and procurement of ICT resourcesbased on consultation with concerned departments andlor divisions. Said plan is

mandaiorily submitted and endorsed by the Head of ihe Authority to the Department ofScience and Technology-lnformation and Communication Technology Office (DOST-ICTO) for review and approval.Perform regular monitoring and initiate appropriate action to mitigate risk and ensureeffective protection of iT resources against internal and external threats. Technicalevaluation on lT-based solutions and proposals is also undertaken and preparerecommendation as may be required by the management or concemed unit of theAuthority.Perform software and hardware repair and troubleshooting as routinary function andloras necessary and preventive maintenance to all PRA-owned lT resources to ensure highavailability and optimum utilization of the said resources.

Facilities and Logistics Maintenance Management

When determining, providing and maintaining the facilities and iogistics infrastructureneeded io achieve service conformity, consideration is given to the objective, functions.performance, availabillty and associated cost. Preventive maintenance methods are inpiace to ensure the infrastructure continues to meet our needs. The infrastructure isevaluated during management review to determine ihe continued suitability to meetcustomer requtrements.

Environment for the Operation of Processes

The management enslrres ihat the appropriate human and physical factors of the workenvironment are considered and provided, including such factors as noise, temperature,lighting and etc. The Authority is committed to maintain its facilities in a safe and healthymanner, establish and provide an infrastructure that is needed to comply with productrequirements.

Organizational knowledge

Corporate data or information that are considered organizational knowledge of theAuthority is available in softcopy and hardcopy format. Said data andlor informationrelevant to transactional processing, reporting and supplemental references is beingshared across the Authority depending on the purpose and output to be generated.Organizational knowledge being produced and shared by each department and divisionvaries in formats and attributes. lt can also be shared to externai stakehoiders like

2.

3.


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marketers, retiree both prospective and members, merchant paftners, private entities andother government agencies. The initiative of the Authority to perform data br-riid up andconsolidation in the form of databases or worksheets establish new organizationalknowledge considerably functionai and beneficial to the Authority.

As to protect and ensure the integrity o{ the corporate data, certain security level isenabled to al! computing devices and peripherals. The data being shared via network andinternet is stored both in workstation and file server with combined data protectionmechanism implemented in accessing the server. Said security level ls the access keyand priviiege being set by the System Administrator in the form of user id and password.

Aside from sharing orqanizationa! knowledge through network resources, the A.uthorityalso adopt internet technology in disseminating information through the PRA website andemail facility. These modalities are not only effective and efficient tools but also ensurethe availability of information anytime, anywhere within the net. Ernbedded security is alsoenabled by the host providers to ensure protection against virtual threats.

Protection and management of information available on hardcopy format is in accordancewith ltem 4.2.3 and 4.2.4 of ISO 9001:2008. On the other hand for the soft copy format,|CTD performs data back-up of files twice a month from the file server using externalstorage devices. This is done during weekends to avoid interruption on businessoperations. Creating back-up on storage media is done alternately to malntain two (2)copies of data on different period. Proper labelling of media and continuous updating ofback-up log sheet are being practiced by ihe ICTD. Restoration of back-up data can alscbe done if necessary.

4" Documentedlnformation

4.1 General

The PRA documented information includes documented statement of quality policy arrdobjectives, plans, quaiity manual, policies and procedures, related forms, externally-sourced documents such as govemment regulations and international standards. andrecords.

PRA deveioped its official document quality policy and quality objectives, documentedmandatory procedures and records as required by ISO 9001 .These procedures arenecessary for the effective planning, operation and control of its processes.

4.2 The Quality Manual

The quality manual describes the scope of PRA QMS and justifications for exclusions. ltaiso contains the processes for iis QMS and their interaction. These processes includemanagement, r€source management and support, service realization processes,rneasurement, analysis and improvement processes.

PRA alms to maintain a quaiity manual with the scope of its Quaiity Management Sysiem.It will also reflect the details and justifications for any exclusions as weli as theprocedures or references to the procedures. More lmportantly the description ofinteraction between processes will be identified.


PHILTPPTNE RETTREMENT AUTHOR|TY (pRA) Document Code:PRA.QM-QMNL.OOOl


QUALITY MANAGEMENT SYSTEM MANUAL Document Issue Date:October 2017

4.3 Control of Documents

PRA has established and maintains a documented procedure to control all essentialdocuments affecting the processes within the scope of the QMS. Documents that arecontrolied include quality policy and objectives, plans, quality manuai, poiicies andprocedures, related forms, and externaily-sourced doeuments.

All documents are reviewed and approved for adequacy by proper authorities prior ioissuance/dissemination. A master list of controlled documents identifying the currentrevision status is maintained and is readily accessible. Superseded and obsoletedocuments retained for legal, reference, or knowledge preservation purposes are suiiablyidentified and are held in archive files

The procedure ensures that ail documents are identified, prepared, documented andrevised in a uniform manner that they give clear guidance and direction to their users.

4.4 Control of Records

FRA establishes and maintains a documented procedure for identification, coliection.storage, retention, maintenance and disposition (disposal) of records to ensure that:

r Conformance to specified requirements and the effective operation of the qualitymanagement system.

. Records are legible readily retrievable, and stored in dry and clean areas andeiectronic records are regularly backed up to prevent damage or deteriorationand prevent loss.

. Retention periods for records are determined on the basis of the event to whichthe record pertains. and on regulatory requirements.

FPA flrralitrr IUlanrral I ?0

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QUALITY MANAGEMENT $YSTEM MANUAL Document lssue Date:October 2017

v. PRA ENROLMENT TO SPECIAL RESIDENT RETTREE'S VISA (SRRV) PROGRAM

Historically, the neighbouring nations like China, South Korea, Japan, & Taiwan, among otherscomprise the top market for retirement. The growing number of foreign retirees coming to thePhilippines creates opportunity to contribuie to the foreign currency reserve of ihe economy.Hence, Philippine Retirement Authority (PRA) is mandated tc attract foreign nationals andformer Filipino citizens to retire, invest, and reside in the Philippines. To deliver its mandate, thefollowing are the major activities:

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SRRV MARKET DEVELOPMENT

PRA develops the market baeed on the growing number of foreign retirees, stakeholders'cooperation and globai compeiition through the internal and externai market profiling doneby Clieni Relations and Program Deveiopment Division (cRPD) on periodic basis.

Internal market profiling refers to the SRRV enrolment, trending and analysis to identify thetop five (5) nationalities in the program as the market focus. Furthermore, it results in theidentification of emerging markets which include nationaiities following the top five (5).

The exiernal market profiling refers to the gathering of relevant retirement and ageing-related data such as demographics which are gathered from local and internationalseminars and conferences which PRA participates, co-organizes, or hosts. The compileddata is utilized to examine the suitability of the SRRV, including its benefits andcompliances to a partrcular existing or emerging markets.

The result of market profiling serves as inputs in developing the Authority's Marketing Plan.

IMPLEMENTATION OF THE MARKETING PLAN

The marketing plan is a tool for organizing the programs, projects, and activities that isimplemented by the Marketing Department through its two divisions (CRPD and Ads and

A.

B.


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Promos). This aims to promote awareness of the SRRV program and reach potentialretirees, using allocated financial resources.

The Ads and Promo Division starts the implementation of the marketing plan byconceptualizing, designing and developing mai-keting materials/collaterals andadvertisements as the need arises. These marketing coilaterais/materials are distributedthrough Local and lnternational promotional campaigns, while print advertisements areregularly placed in both localand international publications.

For local promotional campaigns. PRA sends invitations and conducts briefings to foreignchambers, associations. clubs, multi-national companies, Economic Zone locators, AEPholders and international organizaiions. The Authcrity also conducts monthly in-housebriefings/seminars to foreign retirees such as short or long stay tourists, expatriates, orholders of other Philippine visas and institutional marketing wherein briefingslseminars willbe separately organized or simultaneously done with the activities of the different foreignchambers, associations, clubs. international organizations, economic zones, and multi-national companies. PRA aiso participates as exhibitor/sponsor/resource speaker indifferent travel, trade, tourism fairs, conferences. summit. seminars, sports, educational &cultural events, fiestas and road shows organized by DOT, other government entities andthe private sector.

For internationai promotional campaign, PRA participates in international events such asexpos, trade/travelltourism/senior/emigration fairs, conferences, sumrnits, seminars.sports/cultural events. fam. tours, etc as exhibitor/partner and resource speaker. Also, theAuthority organizes meetings/briefingslroad shows for the Philippine Embassy/ConsularOffices, DOT, DTl, and Fiiipino Associations

Ad placements are published and/oraired in locai and international medium/media tomaintain visibility such as: print advertisement; TV & radio (including guestings/interviews);Billboards/LEDs; arrport monitors & available ad spaces; movinglmobile ads (buses, taxis,paraws, eic); online websites; magazineslnewspapers, and social media.

As part of the implementation of the marketing plan. PRA, through the Client Relations andProgram Division taps the services of private entities such as marketers, retirementfacilities/offerors and merchant partnerslpackagers through an accreditation process topromote the SRRV program to the mosi attractlve package. Marketers are entities whorender services to the retiree to facilitate the enlistment to the program. RetirementFacilities/ offerors are entities or real estate projects who is responsible to deliver a serviceto or use of a facility by the retiree. Merchant Partners/ packagers are entities who create apackaged lifestyle for the retirees. PRA also conducis briefings and seminars io theseentities to explain the accreditaticn process and incentives.

The concluct of the mentioned awareness campaigns results to the effective distribution ofmarketing collaterals in the marketing plan thai generates accredited marketers, retirementfacilities, rnerchant partners and potential retirees.


PHtlrpptNE RETTREMENT AUTHORITY {pRA}Document Code:PRA-QM.QMNL-OOO1



C. RECRUITMENT OF SRRV APPLICANTS

PRA's recruitment of SRRV applicants is embodied in the implementation of the marketingplan.

The purpose of the recruitment program is to identify potential retirees to be enrolled intothe SRRV Program.

The front liners review the documents submitted by waik-in applicants and marketers'applicants for SRRV Program. The review is done as to completeness, authenticiiy, andaccuracy of the information and doci;ments.

The result of this process is endorsement of the application to the Processing Division.

D. ENROLLMENT OF SPECIAL RESIDENT RETIREE'S VISA (SRRV} APPLICANTS

The PRA through its Processing Division enrolis foreign retirees to the SRRV program byevaiuating, verifying and validating the submitted requirements, endorsement to the Bureauof lmmigration (Bl) and releasing of approved SRRV.

The Division recommends the application of retiree-applicant through an endorsement letter(with the necessary attachments) addressed to the Commissioner of the Bl for the issuanceof SRRV PRA's liaison officer brings these applications to the Bl together with thecorresponding payment for ihe fees. The inter-agency relationship between PRA andBureau of lmmigration (Bl) is embodied by a Memorandum of Agreement executedbetween the parties in so far as they reiate to procedure for visa issuance. Moreover, pRAhas established effecti're mechanism to assure communication with Bl through dialogueswhenever the need arises.

The application form and other relevant documents of the retiree-appiicants are kept in aiolder. While the visa is being processed, the folder can be traced by a unique numberwhich is contained in the database maintained by the Processing Division. Each folder alsocontains a tracking sheet with the corresponding colour assigned to each Division.

PRA exercises due care with the retirees' property while it is under PRA's control or whilebeing used:

. Providing an adequate space and area for the retirees' folders that contain personaliniormation such as copy of Bank Certificate. passport, visa, titles of property,poiice clearance etc.

. Keeping the original passports and other documents of the applicants in a vauli (thekeys should be kept by the accountable officer in the Processing Division) whiletheirvisas are still being processed.

. lmproving the work station of the emplayees in ordei'to have spaces for necessarydocurnents while the applicattons are still being processed

. Designating an accountable staff responsible in keeping the retiree'sdata/informationlrecord safe and secured.

Upon favourable endcrsement to the Bl, the Bureau then converts the tourist visa of theapplicant inio Special Resident Retiree's Visa through a written Order. The proof of

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membership to SRRV program is through a visa sticker affixed to applicant's passport or inthe certified true copy of Bl Order in case the applicant is Chinese (PROC) The PRAprocures visa sticker and stores in a vault. Finance Division regularly conducts inventory toensure safe level of stock. RRSD Department Manager endorses the passport withSRRVisa sticker to the retiree during oath taking.

E. PROVISION OF MEMBERSHIP SERVICES

To ensure continued customer satisfaction and retention of SRRV holders to the program,PRA. through its Servicing Division, in coordination with the Financial Services Division,provides pro-active and reactive after-enrolment services. Pro-active after-enrolmentservices reier to yearly socialization programs intended to gather and involve SRRV holdersin different recreational aciivities. Reactive after-enrolmeni services refer to servicesprovided upon request of SRRV hoiders such as:

r Conversion of Visa Deposit into active investments to allow the SRRV holders tomaximize the use of such deposit through acquisition of condominium units or long-term lease of residentral properties;

. Assistance on governn'lent-related transactions,

. lD Renewal,

" Re-stamping of SRRV;r Assistance on Bank-related transactions such as Bank Transfer. withdrawal of

excess visa deposit. change of account name. etc.:. Canceliation/ Withdrawai to the SRRV Program; and. Other specialized services as the need of SRRV holders arrse.

PRA establishes a process of receiving. evaluating and handling request of service andmaintains a database to monitor the requests handled and services delivered based onSRRV number and identification.

Whenever the transaction involves customer property, PRA provides space for storage andsafekeeping of the said property and exercises extreme care and confidentiality while underthe control of the Authority.


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VI. PERFORMANCE EVALUATION

PRA performs monitoring, measurement, analysis, and improvement to demonstrate and ensureconformity of the OMS and continually improve its effectiveness:

A. Stakeholders' Satisfaction

PRA monitors the service outcomes in terms of meeting the stakeholders' requirements andexpectations before, during and after delivery of services. Periodic gathering of stakeholders'feedback and perception are conducted through any of the followlng approaches.

1. Focus Group Discussion

This activity is intended to surJace the current and future development andproductivity concerns of key stakeholders as they are relevant in defining or aligningthe PRA's program ihrusts and relevance areas.

2. Transactional Feedback Management

This approach is meant to address the stakeholders' issues and concerns which canbe received through various avenLres. online (social media network), PRA websiteand personal appearance to PRA office. Designated PR,{ employees handle thetransactions accordingly.

3. Stakeholders' Satisfaction Surveys

The determination of client satisfaction is designed to measure and monitorperformance of PRA's services in terms of meeting ihe SRRV Holders' requirementsand expectations. These can be done through the conduct of the following:

3.{ Promotion Effectiveness Survey

This survey is incorporated in the applicaticn form of SRRV Applicants. Thisaims to determine the most effective marketing tool employed by PRA.

3.2 Member's Satisfaction Survey

This survey aims to solicit immediate data andlor feedback on the recruitment,processing, servicing including awareness and promotional effectiveness of theprogram. This is conducted in two ways: internally, by the Resident RetireeServicing Department during the release of the SRRV and externally by a third-party consultant.

3.3 Exit lnterview

This interview aims io get feedback from the retiree-members who intend towithdraw their membership. This is conducted by the Servicing Division.


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B. lnternalAudit

PRA maintains an lnternal Quality Audit (lQA) procedure to verify whether quality activitiesand related results conform to the measures and standards to determine the effectiveness ofthe QM$. Each QMS process is ar-rdited at least once a year.

Audiis are conducted by qualified and competent personnel. Qualifications of the auditorsinclude the following but not limited to:

. Must be a permanent personnel;e Must be independent of the area being audited;r Musi have training on auditing ISO 9001; and. Must possess good communication skills

The results of the audits are recorded and reported. The report contains detaiis of:

' non-conformances found during the audrt;. p0ssible causes and effects;. recommendations; ando follow-up audit

The QMS Auditor communicates the findings to key personnel having responsibility in theaudited area. The auditee makes corrections on the non-conformances found during theaudit

The QIV1S Auditor conducts follow-up audit activities to verify and record the implementationand effectiveness of the actions taken. QMS Audit Team maintains records and reporls auditresults during Management Review.

C. Process Monitoring

PRA rnonitors its processes through status reports submitted by process owners to hislherimmediate supervisor on a monthly basis. ln this manner. non-conformities can be easilydetected and immediately addressed.

D. Service Monitoring

PRA establlshes and maintains a monitoring system which aims to generate SRRVProcessing Time and Motion Report prepared on a monthly basis. Thls report providesinformation on;

r the number of SRRV applications processed for the month;r number of applications completed;. reasons for pending applications;e ov€[age nurnber of applications received per day:r ovarags processing time for PRA and Bl; and


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r data on the number of applications processed within the standard 10 working daysprocessing time, within 11-15 working days and 16 working days or more.

E. Management Review

PRA conducts Management Review during the Quarterback Review Sessions held on aregular basis. The General Managerl CEO and QMR or a designated member of the toprnanagement in accordance with existing office policies leads the review. QM$ Secretarystipulates and records the attendance at management review is in the agenda/minutes.

The PRA Management reviews the quality management system at ieast once a year, toensure its continuing suitability, adequacy and effectiveness. The review includes assessingopportunities for improvement and the need for changes to the quaiity management system,including the qualig policy and quatity objectives.

The input to this review includes at a minimum the following:

r Foilow-up actions from previous management review. Quatity policy

" Status of Objectives and Targetsr Results of audits (internal and external certification bodies). Suppliers' and Contractors' performance. Status of conective and preventive actionr Stakeholdeisfeedback. Changes that couid affect the QMS

The discussions of the above inputs help the management determine the status of the eMSand become the basis for discussion of recommendation for improvement.

The revie#s progress is oriented towards output objectives listed below:

. lmprovement of the QMS and its processes,

. lmprovement of service related to client requirements, ort ldentification of new or changing resource needs.

The Management documents the improvement as Action Flans. Ql\,{S Secretary retains notesand other reports as management revier,v records.

F. Analysis and Evaluation

PRA collects and analyses data to demonstrate the suitability and effectiveness of the elvisand to identlfy improvements that can be made. Data are analysed to provide information on.

o stakeholders satisfaction,. characteristics of processes, service. and their trends.. suppiier performance evaluation. yearly audited GCG performance scorecard. improvement and performance trends


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VII.IMPROVEMENT

PRA strives to continually improve the effectiveness of the QMS through the use of the eMSpolicy and objectives, audit results, analysis of data, correctiye and preventive actions, andmanagement neview.

A Corrective Action is to prevent recurrence of a problem and is reactive in nature. PreventiveAction is to prevent occurrence of a potential problem and is more proactive in naiure.

A. Nonconformity

PRA establishes and maintains a documented procedure to ensure that nonconformities areidentified and controlled to prevent unintended application or delivery. The procedure definesthe controls and related responsibilities and authorities for dealing with nonconforrnities

Where applicable, PRA deals with nonconformities by one or more of the foliowing ways:

. bY applying correction;

" by authorizing the delivery of the service to the stakeholders. by authorizing the acceptance under concession by the relevant authoriiy,. by taking action to preclude the unauthorized delivery of services,. by taking action appropnate to the effects. or potential effects, of the nonconformity

when non-conforming processes or services are detected after application or deliveryhad started; and

. other means to address non-conformities as deemed necessary and proper.

When the nonconformity is corrected, PRA performs re-verification to demonstrate conforrnityto the requirements.

B. Corrective Action

PRA establishes and maintains a documented procedure to ensure that conections are madeto nonconformities in processes and services. The procedure also provides a system fordetermining the causels of nonconformities and implementing appropriate corrective actionsto ensure that nonconformities will not recur.

C. Preventive Action

PRA esiablishes and maintains a documented procedure for determining potentiainonconformities and their causels and implementing appropriate preventive actions to ensurethat nonconformities do not occur.

PRA aiso establishes a Risk Management Framework on Section 3 of this Manual to ensurethat all potential risks are identified and addressed promptiy.

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D. Continuallmprovement

PRA acknowledges that continual improvement is the core of quaiity managemeni and eniailscommitment, planning, leadership and teamwork.

PRA endeavors to improve the established Quality Management System (OMS) based on theresults of the lnternai and External Quality Audit. Stakeholders' Satisfaction Surveys andStakeholders' Feedbacks.

As part of continual improvernent, PRA amends the processeslsystem based on the results ofthe data analysis.

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t.

Prepared by:

lIANES#!

DESTREE lVt/SlrurOS

PRA QMS Core Team

%J* T. c,,LfMARCELINA T. CARBONEL

{)\.(a/REMUy4FS. PALMoS

I

GLAI

+-{@'" FREY L. MARASIGAN

Representative

, {/ *_f __V

MERVIN A. MAGBUHAT

K. CHYManager / CEO


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