I.      MANDATE / OBJECTIVE

“To take responsibility for the management and operation of public markets and other economic enterprises under the management of the City Government and protect the interest of the buying public as well as the vendors.”

II.    VISION

A vital center of trade and commerce of the province through its public enterprises and a showcase of the province’s progressive and sustainable development.

III.   MISSION

To become a viable income generating agency of the city and to uplift the quality of the service being given to its constituents by providing proper management and development and of income generating enterprises of the city.

IV.  SERVICE PLEDGE

To achieve this, we endeavor and commit to:

• Regularly coordinate local financial operations and provide appropriate interventions to the City Treasurer’s Office.
• Adhere to legal requisites that are responsive to changing times and a decentralized policy landscape.
• Optimize our resources and use of information technology to ensure the integrity and transparency of our work for Public Market and its stakeholders.
• Continuously improve the effectiveness and quality of our internal systems and processes.
• Natural disasters when they are in the market’s premises.
• We shall safeguard our personnel, equipment, and office space in the same way that we care for ourselves.

DISCLAIMER

The City Government shall not be responsible for any loss or damage which the market stallholder/s may incur by reasons of fire, theft, or force majeure.

CUSTOMER SATISFACTION MANAGEMENT SYSTEM

CEEMO’s service standards commit the department to communicate honestly and promptly to client demands in order to achieve excellent customer satisfaction; this includes offering accessible customer service to all clients with the same level of regard and respect.

Clients may be certain that CEEMO fosters honesty, accountability, sound management of public affairs and property, and the establishment of effective processes aimed at preventing bribery and corruption in government.

CUSTOMER SERVICE STANDARDS EXTERNAL CUSTOMERS

• We will always welcome our customers with courtesy and professionalism.

We will effectively listen to our clients’ demands and take appropriate action to support them. We will notify consumers of any unforeseen service interruptions.

• We will advise our clients of the typical processing time, the estimated completion date, and any delays that may occur throughout the process.

• We will communicate with our customers to keep them informed of our progress and shall contact applicants within the specified time of the typical processing time to inform them of the anticipated completion date and any delays that may occur throughout the process.

• We shall conduct ourselves professionally and courteously during our interactions with our consumers.

INTERNAL CUSTOMERS

• We will interact with each other in a courteous and professional manner.

• We will inform our internal customers of normal process time when they can expect completion and any delays that may arise in the process.

• We will touch base with our internal customers daily, either by online communication or phone, to update them as to where we are in the process.

• We will work to resolve issues with coworkers and other departments by discussing problems directly and working toward agreed upon solutions.

• We will be considerate, cooperative and helpful to every staff member to assure quality services.

• We will hold ourselves and each other accountable for addressing inappropriate comments and behavior.

TELEPHONE ETIQUETTE

• When we respond, we will identify ourselves.

• We will listen to the caller’s request and respond appropriately.

• If we are unable to help the caller, we will transfer the call to the proper individual.
• Before putting the call “on hold,” we shall get the caller’s consent by inquiring and waiting for a response before beginning the hold feature.

• We shall conclude the discussion in a respectful and professional manner by expressing our gratitude to the caller. We shall begin by waiting for the caller to hang up.

• When someone is unavailable, we will inform our consumers by stating, “He/She is unavailable.” Is this a time-sensitive matter, or may I take a message?”

SECURITY

We shall safeguard our customers’ lives and property from man-made and any merchandise, goods, wares, or commodities left in the City Public Markets by the market stallholder/s during night time shall be at their own risk.

However, it shall be the responsibility of all City Market Personnel to exercise utmost vigilance and care to prevent any loss or damage in the City Public Markets, and for this purpose they shall have the authority to apprehend and turn over to the PNP any Person/s caught stealing, vandalizing, and/or destroying any property, or committing any crime within the City Public Markets.

DATA PRIVACY

• We will safeguard everyone’s personal information that was obtained from the department.

• We shall safeguard all records, whether paper and electronic, and appropriately dispose of them when necessary.

GENERAL

• Our objective is to surpass the expectations of all our client segments.

• We shall endeavor to anticipate the needs of individuals we serve and will seek to satisfy those needs pro-actively.

• We shall keep both ourselves and one another responsible for our commitment to service.

• We shall be aware of our communication style (i.e., audible voice, eye contact while speaking to someone, tone of voice) and will communicate professionally.

• We will make a concerted effort to praise teammates who adhere to these criteria.

1.   APPLICATION TO LEASE A MARKET STALL

OFFICE/ DIVISION/ SECTION	City Economic Enterprise Management Office
CLASSIFICATION	Simple
TYPE OF TRANSACTION	G2C – Government to Client
WHO MAY AVAIL	Government and Private Clients
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
1. Barangay Clearance (Photocopy)	Barangay hall
2. 3pcs. 2×2 colored picture of applicant
3. Photocopy of Voter’s ID or Voter’s Certificate	Comelec Office
4. Photocopy of Recent Community Tax Certificate	City Treasurers Office

7. Present official receipt to CEEMO- Market Division.	Verify          the authenticity of the receipt.	None	10 minutes	Administrati ve Aide IV
8. Signing of contract of lease.	The contract of lease is signed in his presence.	None	1 Day	CEEMO Departme nt Head
	Advise the
	applicant to
	have it
	notarized and
	then present it
	after notarization
	again.
	Preparation of
	Certificate     of
	Award for signing
	by the
	mayor
9. Receipt of award of market stalls.	Awards the Certificate of award to winning applicant	None	1 Hour	City Mayor

APPLICATION OF TRANSFER OF STALL OWNERSHIP

3. Pay Transfer Fee	Receive payment and issue the official receipt after acceptance of payment	5,000.00	10-20 Minutes	City Treasurers Office
4. Sign the contract of lease.	The contract of lease is signed in his presence. Advise the applicant                          to Have it notarized and then present it after notarization again Prepare the Certificate of Award to be signed by the mayor.	None	1 Hour	Administrative Aide IV
5. Receive the award of market stalls.	Award the Certificate of award to winning applicant.	None	1 Hour	CEEMO Department Head

OFFICE/ DIVISION/ SECTION	City Economic Enterprise Management Office
CLASSIFICATION
TYPE OF TRANSACTION	G2C – Government to Client
WHO MAY AVAIL	Government and Private Clients
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Secure Request for Transfer Form	Provide                         letter request form and give checklist of requirements	None	5 minutes	Administrative Aide IV
2. Submit photocopy of applicant’s payment of Stall history which was requested from and provided by the City Treasurers Office.	Receive the photocopy of applicant’s payment of stall historyPrepare the stall clearance for the applicantClearance will	None	5 minutes	Administrative Aide IV