In support of the call for government agencies to remain responsive as the country cautiously emerges from the COVID-19 pandemic, the Civil Service Commission’s (CSC) public feedback facility, the Contact Center ng Bayan (CCB), posted a resolution rate of 99.80% for all transactions received by end of June 2022.
From 1 January to 30 June 2022, the CCB received a total of 72,119 transactions. Of said transactions, 71,978 (99.80%) are already resolved, with the CCB directly acting on the requested assistance, or referring the concern to the proper government agency and monitoring until its resolution.
CSC Chairperson Karlo Nograles said, “Providing swift and appropriate action on citizen’s feedback is our agency’s top priority. The CCB remains one of our most important programs to assist Filipinos with issues on government transactions, as well as generating data that can help agencies analyze and improve their own service quality.”
Meanwhile, 0.45% of client feedback on CSC services came from the Citizens’ Complaint Center Hotline 8888, which were endorsed to the CCB. For this, CCB achieved a 97.55% resolution rate.
CCB recorded 3,161 complex transactions, which requires action of other government agencies for the 1st semester of 2022. The majority of the complex transactions were requests for assistance from clients with a total of 2,144 (67.83% of the total number of complex transactions); followed by complaints (763 or 24.14%), and commendations or messages of appreciation (161 or 5.09%).
In terms of complaints, the CCB achieved a resolution rate of 91.87% (701 resolved complaints vs. 763 total complaints received). The most common complaints against government agencies in 2022 were still on slow process, discourtesy, poor service/ facility, failure to act on request, and unattended hotline numbers.
"Slow process” consistently topped the list of complaints for the past 10 years. From the 24.49% in 2021, complaints on “slow process” rose to 28.36% in the first half of 2022. Complaints against “discourtesy” came in second.
The top ten agencies with the most number of complaints in the early part of 2022 include the Department of Education (DepEd), Land Transportation Office (LTO), Bureau of Internal Revenue (BIR), Social Security System (SSS), Department of Health (DOH), Department of Foreign Affairs (DFA), Land Registration Authority (LRA), Department of the Interior and Local Government (DILG), Department of Social Welfare and Development (DSWD), and Home Development Mutual Fund (HDMF).
Despite getting many complaints, the DSWD garnered the highest resolution rate of 93.33%, followed by the HDMF at second place with 92.86%.
“We commend all agencies that are working hard to abide by the law and make their services more accessible and efficient for the people. At the same time, we call on those who still lag behind to work with the CSC in reviewing and enhancing their human resource or HR systems and processes in order for such improvements to translate to more effective public service delivery,” Chairperson Nograles said.
Contact Center ng Bayan: Isang Dekada ng Paglilingkod
Chairperson Nograles noted that the CCB has received and acted on more than one million concerns of the Filipino people on government frontline services since it was established in 2012 through the joint initiatives of the CSC and the Department of Information and Communications Technology (formerly National Computer Center).
“In its 10 years of existence, the CCB has served as a bridge between customers and the government. Data generated by the facility has been credited by government agencies as basis for improving the quality of service delivery,” the CSC chief said.
He cited the SSS as an example. “For instance, the SSS, due to its inclusion in the list of most complained government agencies, pushed for digitalization and the process of acquiring new digital infrastructure for the improvement of its services to its members and pensioners,” the CSC chief said.
The CSC added that, in former President Rodrigo Roa Duterte’s Final Report to the People (2016-2021), themed Tatag at Malasakit Tungo sa Pagbangon: Sustaining Our Nation's Gains Amidst Unprecedented Challenges, the CCB was cited as one of the mechanisms through which the government has effectively responded to public concerns.
According to the report: “The ARTA and Civil Service Commission (CSC) has also worked hand-in-hand to resolve issues raised by Juan and Juana dela Cruz regarding the lousy accommodation of public requests and delays in government transactions through the CCB. This allowed both agencies to break bottlenecks in bureaucratic processes and go after incompetent public officers who make our people undergo needless waiting and its resultant stress.”
The 10th anniversary celebration of the establishment of the CCB is part of the activities lined up for the 122nd Philippine Civil Service Anniversary this September. Dubbed Isang Dekada ng Paglilingkod, the event will highlight the CCB’s milestones and contributions to citizen engagement, feedback management, and service delivery improvement.