Since it was established in 2012, the Contact Center ng Bayan (CCB) has maintained a high resolution rate (percentage of resolved transactions out of received transactions) ranging from 98.81% to 100%.
In 2021, despite restrictions on activities due to COVID-19 and periods of lockdown, the CCB posted a resolution rate of 99.69%, wherein it was able to resolve 211,726 transactions out of the total 212,382 transactions received for the year.
"We need to continue strengthening public accountability and integrity via citizen engagement. One effective mechanism in place is the Contact Center ng Bayan (CCB).
Pursuant to Section 30 of the IRR of Republic Act No. 11032, the CCB as the feedback facility of the CSC shall be part of the complaints mechanism under the Citizen’s Charter of government agencies.
For almost a decade, the CSC continued to operate the CCB and it has acted on more than a million complaints and requests. Last year, the facility was able to resolve a total of 211,726 transactions. This, from a total of 212,382 transactions received, posting a resolution rate of 99.69%.
The Futures of the Philippine Civil Service System include modernizing the CCB facility to improve its efficiency and responsiveness so it can service the transacting public for at least a decade more, and provide evidence-based recommendations to improve the delivery of services of frontline offices based on public feedback.
Corollary to this, we encourage government agencies to strengthen their respective public feedback mechanisms and engage our citizens' participation in process and systems improvement."
-- An excerpt from the keynote message of CSC Chairperson Karlo A. B. Nograles at the webinar on 𝘛𝘩𝘦 𝘍𝘶𝘵𝘶𝘳𝘦𝘴 𝘰𝘧 𝘵𝘩𝘦 𝘗𝘩𝘪𝘭𝘪𝘱𝘱𝘪𝘯𝘦 𝘊𝘪𝘷𝘪𝘭 𝘚𝘦𝘳𝘷𝘪𝘤𝘦 𝘚𝘺𝘴𝘵𝘦𝘮 2030 held on 5 April 2022, organized by the University of the Philippines National College of Public Administration and Governance in collaboration with the Development Academy of the Philippines' Graduate School of Public and Development Management
On 8 October 2021, the Contact Center ng Bayan (CCB) received an email from a client who was asking for assistance related to the death of a family member who tragically died during a vehicular accident.
One of the CCB agents who lives near the client's residence in Brgy. San Vicente, Tarlac City did not hesitate to assist her personally, in coordination with the LGU Tarlac City, Barangay San Vicente, and the Tarlac City Social Welfare Development Office. This action has helped in facilitating much needed assistance to the client in no time.
Kudos to all government employees and agencies who go the extra mile to deliver swift and excellent public service!
For reports, requests for assistance, commendations, and other feedback on any government-related transactions, reach out to Contact Center ng Bayan through:
Hotline: 1-6565 (via PLDT)
Facebook Messenger: m.me/civilservicegovph