The CSC’s Contact Center ng Bayan (CCB) is the government’s primary feedback facility that serves as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery and the CCB has continued this role with the passage of Republic Act No. 11032 (RA 11032) or the Ease of Doing Business and Efficient Government Service Delivery (EODB EGSD) Act of 2018, which amended Republic Act No. 9485 (RA 9485) or the Anti-Red Tape Act of 2007. It is a feedback mechanism where citizens can request for information and assistance on government frontline service procedures, and report commendations, appreciation, complaints, and feedback.
The Joint Memorandum Circular No. 2019-001 or the Implementing Rules and Regulations (IRR) of RA 11032 provides for the inclusion of the CCB in the Citizen’s Charter of every government agency to be part of their complaints mechanism. (Rule IV [Citizen’s Charter], Section 2 [g] [i]).
Further, in accordance with the IATF AO25 Memorandum Circular No. 2021-1, item 4.4 of the Guidelines on the Grant of the Performance Based Bonus (PBB), the CCB keeps track of customers’ complaints on the quality of the delivery of government services that were lodged through the CCB facility. As one of the criteria for the grant of the annual PBB from FY2021 onwards, the CCB submits a report to the AO25 Task Force which contains the summary on resolution rate of complaints of government agencies/offices.
Features of the CCB
- Serves as a centralized contact point where all communications from the public may be routed, logged, responded to, and ultimately distributed to the different government agencies for proper handling and resolution, and follow through if necessary
- Data out of these communications can be collected, processed, and converted into reports to assist government agencies in evaluating their performance and to improve their systems, processes, and procedures towards excellent public service delivery.
To provide an avenue for the transacting public to air out their concerns on the quality of government services in relation to Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery (EODB EGSD) Act of 2018.