CITIZENS CHARTER

OFFICE             : PEEO- TOURISM OFFICE & ACC section

SERVICE          : TOURIST ASSISTANCE & TOURGUIDING

CLIENT            : WALK-IN TOURIST/S

Step

Activity/Process

Duration

Requirements

Fees

Person Responsible

Location

Client

Service Provider

1

Arrival to office & sign in the  logbook

Welcome the visitor and let them sign the logbook

 

 

 

All staff

office

2

inform about the purpose

interview/entertain and provide briefing re features of the province & data in relation to queries

15 minutes or depending on the requirements needed

Brochures/flyers

-none-

All Staff

 & the CTOO Avm

office

3

Prepare itinerary

5 minutes

Day tour itinerary

-none-

CTOO

office

5

Prepare T.O.  & pass for signature

5 minutes

T.O.

-none-

All staff

office

6

Departure from Tourism Office with Tourism Office Staff

–       Departure from Office with the tourist/s to tourist spots

 

–       Giving info while traveling

Whole day tour (8) hours or more

Information

 

Life vests,

Vehicle if needed,

Entrance fees to tourist sites

Assigned staff

 

or the CTOO herself

Aglipay caves, Maddela Falls, Governor rapids, Nagtipunan-Bimmapor

CLIENT            : WALK-IN CLIENTS

1

Arrival to office & sign in the  logbook

Welcome the visitor and let them sign the logbook

1 min

 

 

 

 

2

inform about the purpose

interview/entertain and provide materials or information needed

15 minutes or depending on the requirements needed

Brochures/flyers/ socio economic profile and other matter

-none-

All Staff

 

& the

CTOO

office

CLIENT            : EDUCATIONAL FIELDTRIP OF STUDENTS AND FACULTY STAFF

1

Text or cell phone call

Received text inquiries and reply to inquiries

3 minutes or more depending on the number of queries

Cell cards/ communication expenses

Aurea V. Martinez-CTOO

 

Office, house or anywhere

2

Schedule the visit to Quirino province

Accept reservation and scheduling

1 minute

calendar

CTOO

 

3

Request some favors

Text of cell phone call to the concerned staff of tourist sites, negotiate for the request of group coordinator

10 to 15 minutes

Cell cards/ communication expenses

CTOO or staff

Aglipay caves, Maddela Falls, Governor rapids, Nagtipunan -Bimmapor

4

Wait result of request/s

feed backing

5 minutes

Cell cards/ communication expenses

 

CTOO or staff

Office or anyplace and /or any day

5

Confirm the schedule of visit

Calendar the date/s and confirm to concerned eco-sites staff

5 minutes

Cell cards/ communication expenses

CTOO or staff

 

6

Arrival to Quirino particularly at ACC

Meet the coordinator and welcome the group,

5 minutes

 

 

CTOO

Aglipay Caves

 

 

Briefing on caving ethics

5 minutes

 

 

CTOO or cave staff

Aglipay Caves

7

Caving & spelunking

Cave guiding

2 hours

Flashlights, caving equipment

 

 

 

 

SERVICE          : TOURISTS ASSISTANCE & TOURGUIDING

CLIENT            : DOMESTIC Tourists from Metro Manila and other Places

Step

Activity/Process

Duration

Requirements

Fees

Person Responsible

Location

Client

Service Provider

1

Text, cell phone call or internet inquiries

Reply to inquiries

5 minutes or more depending on the number of queries

Cell cards/ communication expenses

Aurea V. Martinez

 

Office, house or anywhere

2

Wait for the request

Prepare package tours and itineraries including its rates

2 hours

Package tour itinerary

Aurea V. Martinez

 

office

3

Sending rates and itineraries for info and approval

10 minutes

internet/ communication expenses

CTOO or staff

Office and internet shops

4

Review package tour and call for some queries

Replies to other queries

 

Schedule the tour

2 hours to complete

Cell cards/ communication expenses

 

CTOO

Office, house or anywhere

5

 

Coordination with concerned staff of tourist sites

2 mins

Cell cards/ communication expenses

CTOO or staff

Aglipay caves, Maddela Falls, Governor rapids, Bimmapor

6

 

Reserve hotel accommodation/s

2 mins

Cell cards/ communication expenses and/or fuel

CTOO or staff

CPHR, Villa Caridad & other hotels

7

 

Arrange for caterer or restaurants

 

Cell cards/ communication expenses and/or fuel

CTOO or staff

CPHR, Maddela restaurant and/or Cabarroguis private catere

8

 

Notify souvenir shops

 

Cell cards/ communication expenses and/or fuel

 

CTOO or staff

 

5

Prepare T.O.  & pass for signature

5 minutes

T.O.

All staff

office

6

Arrival to Quirino. Check in, short rest, breakfast and meet the guide

–       Meet the tourists for short a briefing.

15 minutes

Information

 

Life vests,

Assigned staff

 

or the CTOO herself

Hotel accommodation or at Aglipay Caves

7

Departure from Tourism Office with Tourism Office Staff

–       Departure from Office with the tourist/s to tourist spots

 

 

– do –

Hotel

8

 

Giving info while proceeding to eco sites

Whole day tour (8) hours or more

Vehicle when necessary/ fuel

Entrance to tourist sites

– do –

Aglipay caves, Maddela Falls, Governor rapids, Bimmapor

9

Home sweet home

 

 

 

 

 

 

SERVICE : TOURISTS ASSISTANCE & TOURGUIDING

 CLIENT  : FOREIGN Tourists

1

sign logbook

Welcome the foreign visitors

2 mins

 

 

 

 

2

Inquire about tourist spots

interview/entertain and provide briefing re  province ecotourism spots

5 mins

 

 

 

 

3

 

Guide in the selected tourist spots

8 hours or more

Vehicle when necessary/ fuel

Entrance fees to tourist sites

CTOO

Aglipay caves, Maddela Falls, Governor rapids, Bimmapor

4

 

Providing history, briefing while touring

-do-

 

 

 

 

5

Back to origin

 

 

 

 

 

 

CLIENT: PRE-ARRANGED GROUP EDUCATIONAL TOUR

1.

Confirm of the arrival, request the presence of STOO during arrival to ACC

Confirmation to selected sites and wait for feedback

2 mins

Cell cards/ communication expenses

CTOO or staff

Office

2.

Actual arrival to ACC

Proceed to ACC and meet the coordinator

30 mins

Fuel

 

CTOO

Aglipay Caves & Campsite

 

Note: next services shall be done by ACC staff

 

AGLIPAY CAVES AND CAMPSITE SECTION

SERVICE : TOURISTS ASSISTANCE & TOURGUIDING

CLIENT: Accommodate Caving purposes of Local, Domestic & Foreign Tourists (Day Visitors only)

1

Arrive ACC

Welcome the visitors, registration, compute and collect entrance fees, Issuance of receipts,

5 mins

Logbook

 

OR’s

Entrance fee

Assigned personnel

 

Assigned collector

Aglipay Caves & Campsite

2

Audience

Briefing

5 mins

Fliers/leaflets

 

Personnel on duty

-do-

3

 

Cave guiding

2 to 3 hours

Head Lights

 

Flashlights/extra batteries

 

Cave guides

-do-

4

Short rest

Assist in their personal needs

5 mins

 

 

Cave guides

-do-

 

Leave ACC

 

 

 

 

 

 

CLIENT: Accommodate Overnight campers, guests or travelers

1

Sign logbook

Welcome the visitors, registration, compute and collect entrance fees, Issuance of receipts,

5 mins

Logbook

 

OR’s

Entrance fee

Assigned collector

Aglipay Caves & Campsite

2

 

Prepare the rooms or cottages

 

check sanitation

10 mins

Beddings

 

Soap

Tissue

 

Personnel on duty

 

(sometimes the guard on duty during night time)

Aglipay Caves & Campsite

3

Check in

Standby for other services to be requested by guests

 

 

 

 

 

CLIENT :  Accommodate scheduled group educational tours, visitors, seminars, meetings and other activities.

1

Sign logbook

Welcome the visitors, registration, compute and collect entrance fees, Issuance of receipts,

5 mins

Logbook

 

OR’s

Entrance fee

Admin staff

 

Assigned collector

Guard on duty

ACC administrative building

2

Cave exploration

Briefing, Cave guiding

2-3 hours

Flashlights, mega phone, caving equipment

 

Personnel on duty

ACC

3

Request for personal needs

Assists the clients needs/ offer customized services

Depending on the kind of needs

 

 

Personnel on duty

ACC

 

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