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2 ABOUT THE COVER The cover design of the book, “Contact Center ng Bayan: Isang Dekada ng Paglilingkod” (The Nation’s Contact Center: One Decade of Public Service Delivery) was created using colors that are distinctively Filipino. This sense of patriotism, conveyed in the use of flag colors, imparts the message that citizens can and will have recourse for bad service and receive assistance in their transactions with government offices. The focal element of the design is the acronym C.C.B. The letters are not rendered too closely to each other, conveying openness. The open design signifies its readiness to manage public feedback on government services in order to build excellent client experience and ultimately improve the relationship between government and its stakeholders. In its ten years of service, the CCB has positioned itself as an ally of the transacting public and partner of government offices in their bid to improve the relationship between the government and its stakeholders.
3 (L-R) Civil Service Commission (CSC) Chairperson Karlo A. B. Nograles, Commissioner Aileen Lourdes A. Lizada, and Commissioner Ryan Alvin R. Acosta check operations at the Contact Center ng Bayan (CCB) facility with Program Manager and CSC Public Assistance and Information Office (PAIO) Director IV Maria Luisa Salonga-Agamata (rightmost). In his message during the CCB: Isang Dekada ng Paglilingkod Virtual Summit held on 27 September 2022, Chairperson Nograles said, “The CSC is proud to acknowledge the contributions of the CCB in customer relations and service delivery excellence. For the past ten years, the CCB has been an effective citizen engagement mechanism that provides our transacting clients with a technology-based platform to lodge feedback on the quality of services delivered by government offices.” Chairperson Nograles also expressed appreciation to agency partners who continue to help CCB fulfill its vision of becoming a future-proof, technology-driven, top-of-mind government contact center facility that sustainably meets the needs and expectations of its stakeholders and interested parties. Ushering in a New Era
4 E FOREWORD stablished in 2012 as the public feedback mechanism of the Civil Service Commission (CSC), the Contact Center ng Bayan (CCB) aims to promote accountability among government agencies by providing citizens with tools to report feedback on government frontline services. The establishment of the facility is anchored on the Anti-Red Tape Act of 2007 and CSC Resolution No. 1400995 issued in July 2014. The CCB offers accessible feedback mechanisms through short messaging service (SMS) 0908-8816565, Hotline 1-6565, via [email protected], and www.contactcenterngbayan.gov.ph. In its decade-long run, the CCB has consistently fulfilled its role of providing the public with information on government services and procedures, while simultaneously receiving feedback from clients and relaying these feedback to concerned government agencies, giving the public an opportunity to contribute in improving government service delivery. With the passage of Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery (EODB EGSD) Act of 2018, the relevance of the CCB in building excellent client experience through feedback management was further highlighted given that the Implementing Rules and Regulations of the said law (Rule IV [Citizen’s Charter], Section 2 [g] [i]) provides for the inclusion of the CCB in the Citizen’s Charter of every government agency to be part of their complaints mechanism. The COVID-19 pandemic also reinforced the importance of feedback mechanisms as the number of transactions received by the CCB increased in 2020 compared to the previous years’ transactions. The pandemic likewise hastened digital transformation, making it necessary for agencies to adopt procedures and create facilities for public service continuity. Thus, the CCB is currently in the process of upgrading and future-proofing its contact center infrastructure to ensure that it can give the best service to the Filipino people.
5 Compassionate Innovative Competent Inclusive VALUES We aim to consistently provide customer-centric experience through timely and accurate response on all feedback received, by seamlessly collaborating with government agencies leading to resolution of feedback received and improvement of processes. The CCB Vision, Mission, Culture, and Values were crafted by the CCB team in September 2021 in a two-day workshop spearheaded by Director IV Maria Luisa Salonga–Agamata. As a result of the workshop, the team was able to define what CCB is all about and what sets it apart from all the other government feedback mechanisms. The course to advance the mandate of the CCB based on Republic Act No. 11032 was also set via its 2026 Vision: To become the most responsive, reliable, and trustworthy feedback platform, championing customer-centric and streamlined government service. The end in mind of the CCB is to efficiently provide appropriate action on feedback received, while maintaining the values of respect, empathy, and service. The CCB will continue to honor established partnerships and forge stronger relationships with government agencies in order to facilitate the speedy resolution of public feedback and sustain continual improvement of government processes. This is aligned with the CCB’s commitment of bridging gaps between Filipinos and the government. VISION BY 2026 To be the most responsive, reliable, and trustworthy feedback platform, championing customer-centric and streamlined government service. MISSION
6 Isang malugod na pagbati sa lahat ng mga kapwa ko lingkod bayan sa Komisyon sa Serbisyo Sibil sa pagdiriwang ninyo sa ika-122 anibersaryo. Sa ating masayang paggunita sa mga tagumpay na inyong nakamit, mababatid nating malayo na ang ating narating. Ikinararangal ko na maging bahagi ng inyong selebrasyon ngayong taon, kung kailan ipinagtitibay ang pagkakaisa tungo sa ikauunlad ng ating paglilingkod sa mga kapwa nating Pilipino. Tunay na mahalaga ang inyong gagampanan sa pamahalaan sapagkat tinitiyak ninyong karapat-dapat ang galing ng mga lider at kawani na magsisilbi sa gobyerno. Patuloy sana ninyong paigtingin at pagbutihin ang inyong pangangasiwa sa pangkalahatang proseso ng pagsasaayos at nagpapatibay ng antas ng serbisyo sa pamahalaan at pampublikong mga tanggapan sa ating bansa. Hangad ko ang isang maligayang pagdiriwang para sa inyong ika-122 anibersaryo. Mabuhay ang lahat ng ating mga lingkod bayan. FERDINAND R. MARCOS JR. President of the Republic of the Philippines Message of the President of the Republic of the Philippines delivered on the occasion of the Philippine Civil Service’s 122nd Anniversary. The video message was produced by Radio Television Malacañang and aired during the CCB: Isang Dekada ng Paglilingkod Virtual Summit on 27 September 2022. Screengrab from the President’s video message during the CCB: Isang Dekada ng Paglilingkod Virtual Summit
7 Message of the Vice President of the Republic of the Philippines Maligayang bati at congratulations sa Civil Service Commission at sa Contact Center ng Bayan. Sa ika-sampung dekada ng paglilingkod ng CCB, marami nang nagbago sa serbisyo publiko. Lumakas na ang feedback mechanisms at citizen engagement sa ating pamahalaan. Isa ito sa best practices na nakita ko sa Davao, at nagawa na rin ng aking ama sa buong Pilipinas sa pamamagitan ng National Citizen’s Complaints Center 8888. Ang Hotline 8888 ay naunang naipanganak sa pamamagitan ng CCB noong 2016, hanggang sa ito’y tuluyang ma-turn over sa Office of the President. Ang CCB ang nagbigay ng hosting services, facilities, at technical assistance sa Hotline 8888 sa loob ng mahigit na isang taon. Naging 24/7 ang operations ng CCB at tumaas din ng husto ang number of transactions nito. Isa lamang ito sa mga milestones ng CCB sa nakaraang dekada. Nawa ay mas masigla at mas mahusay pa ang inyong paglilingkod sa susunod na dekada. Maraming salamat sa naitulong ninyo upang patuloy na umunlad ang serbisyo publiko sa Pilipinas. Maligayang anibersaryo! SARA Z. DUTERTE Vice President of the Republic of the Philippines Secretary, Department of Education
8 Greetings to the hardworking staff and officials of the Civil Service Commission (CSC) and congratulations to the 122nd Anniversary of the Philippine Civil Service, as well as the 10th Anniversary of the CSC’s Contact Center ng Bayan (CCB)! Our civil service employees play a vital role in facilitating government services for the benefit of the Filipino people. To this end, I thank the CSC for 122 years of upholding the integrity and professionalism of our civil service employees, thereby raising the standards of our government services as well. In particular, as the author of the Ease of Doing Business and Efficient Government Service Delivery Act, I commend the CSC for your successful implementation of the CCB, effectively paving the way for ease of doing business by giving our people an accessible avenue through which they can course their queries and concerns. I wish the CSC and the CBB continued growth and success, toward a future of genuinely impactful public service for our people. Maraming salamat po! JUAN MIGUEL F. ZUBIRI Senate President Senate of the Philippines Message of the Senate President
9 Happy 10th Anniversary to the Contact Center ng Bayan (CCB)! Congratulations on this milestone, and on all your achievements for the past 10 years. Government feedback mechanisms are all about giving voice to our citizens. Managed by the Civil Service Commission, the CCB has endeavored to become a multi-platform facility, providing citizens with traditional and online channels by which they could engage with government. More importantly, the CCB does not only help citizens gain access to public services—it also helps government agencies assess its performance in terms of customer satisfaction. The 10-year data on government frontline performance we now have through CCB is a testament to the evolution of public service in Philippine Government. It is important to keep on monitoring and evaluating the way we do public service, and innovating as we anticipate future disruptions and changes. I encourage the CCB to remain faithful to its vision of being a responsive, reliable, and trustworthy feedback platform, championing customer-centric and streamlined government service. FERDINAND MARTIN GOMEZ ROMUALDEZ House Speaker House of Representatives of the Philippines Message of the House Speaker
10 There is no going back to the pre-pandemic way of doing business. We need to transform the way government operates and serves its citizens. In the Civil Service Commission (CSC), we recognize the urgent need to strengthen competencies to develop future-ready government workers, improve human resource management in government offices, reinforce public accountability and integrity through citizen engagement, and ultimately, do away with outdated modes of service delivery. One effective citizen engagement mechanism in place which provides our transacting clients with a technology-based platform to lodge feedback on the quality of services delivered by government offices is the Contact Center ng Bayan (CCB). The CCB was established in compliance with Republic Act No. 9485 or the Anti-Red Tape Act of 2007. In recognition of its contributions to reducing bureaucratic red tape, the CCB as the feedback facility of the CSC was made to form part of the complaints mechanism under the Citizen’s Charter of government agencies pursuant to Section 30 of the Implementing Rules and Regulations of Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. For almost a decade, the CSC continues to operate the CCB which has acted on more than a million queries, complaints and requests for assistance. Last year alone, 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 Commission commits to support the modernization of the CCB facility to improve its efficiency and responsiveness so it can continue serving the transacting public for the next decade. We will make sure that government offices, especially those most complained will be provided with CCB data as evidence-based recommendations to improve the delivery of frontline services. This commemorative book, CCB: Isang Dekada ng Paglilingkod is testament that despite limitations and difficulties to put in place a contact center infrastructure, it can be done and it can succeed. We encourage government agencies to benchmark with the CSC’s CCB to strengthen their respective public feedback mechanisms and strengthen citizens’ participation in process and systems improvement. I extend my congratulations to the CCB’s Program Management Team for the ten years of persistence, hard work, and excellent public service delivery and I look forward to the next ten years. Mabuhay ang Contact Center ng Bayan! Mabuhay ang serbisyo publiko! Atty. KARLO A. B. NOGRALES Chairperson Civil Service Commission Message of the Chairperson
11 “By providing the public with a platform to easily air out their concerns, we were able to closely look at sources of dissatisfaction and address them accordingly.” This statement lifted from former President Rodrigo Roa Duterte’s Penultimate Report to the People 2016-2020 encapsulates the impact of the Civil Service Commission’s (CSC) Contact Center ng Bayan (CCB) to improve the delivery of government services to the public. The CCB: Isang Dekada ng Paglilingkod, highlights the ten-year government service of the CCB. It chronicles how it was able to provide both a macro and micro view on the quality of services provided by government offices—perspectives which are essential in coming up with evidence-based service improvement interventions. For instance, CCB data from 2012-2017 revealed that the most reported violations of the Anti-Red Tape Act are slow process, interrupted service delivery during noon break, and discourtesy of frontline service providers. It also identified the top government agencies that committed these violations. These government offices identified by the CCB used the data as the critical push needed to review and improve their services, knowing that there is a platform that actually listens to feedback from the citizens. A notable result is the inclusion of anti-red tape metrics in the internal performance management systems of these government offices, which in turn have become the basis for the grant of incentives and promotions. Nakakataba ng puso ang mga pagkilalang natanggap ng CCB sa loob ng isang dekada. Ngunit ang pinakamahalaga ay nagsilbi itong kasangkapan ng pamahalaan upang mabantayan ang kalidad ng frontline services sa pamamagitan ng feedback na natatanggap mula sa mamamayan na silang nakakaranas ng serbisyo mula sa pagkuha ng lisensya o pasaporte, sa pagbayad ng government fees, o sa simpleng kagustuhang malaman ang mga requirements. In the next decade, the CCB will continue with its commitment to be the “citizen’s direct line to efficient government services.” We will continue to watch the delivery of services in the frontlines, the very basic touchpoint of government and its citizens. The frontline is where the principles of ethics, accountability, and integrity are played out. More importantly, this is where we have the best opportunity to stop corruption. We hope readers will take inspiration from the feel good stories featured in CCB: Isang Dekada ng Paglilingkod and know that there are still multitude of public servants and government agencies striving each and every day to provide client delight. Mabuhay ang Contact Center ng Bayan! Mabuhay ang serbisyo publiko! Atty. AILEEN LOURDES A. LIZADA Commissioner Civil Service Commission Message of the Commissioner
12 In public administration, citizen engagement and participation are key strategies to ensure that government policies and programs are responsive to the needs of the people. This shows that government and its citizens can work together to identify gaps or rooms for improvement, and to innovate. The Contact Center ng Bayan or CCB became a tool for citizen engagement and participation because of its ability to connect clients to the government, and vice versa. CCB gave Filipinos a voice to comment on public service delivery, to suggest process improvements, and to commend what they consider as best practices. In turn, government agencies were able to assess their frontline services based on client feedback. This iterative process resulted to a better understanding of the problems encountered in government transactions, and opened up options and solutions to address our clients’ needs. Over the years, CCB has worked hand in hand with government agencies in supporting the implementation of Republic Act No. 9485, also known as the Anti-Red Tape Act of 2007, and Republic Act No. 11032, also known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. It was a challenging but fulfilling journey, as you will hear later from our top performers over the past decades. I hope that by listening to their stories, government agencies will be motivated to do their best in pursuing customer satisfaction, and to continue looking for ways to make every transaction faster, easier, and a more pleasant experience for our clients. I also hope our clients will see the value of their feedback, and how these are used to improve government systems, processes, and procedures. It has truly been a productive decade working with all our partners and stakeholders. The CSC is grateful for your support to the CCB, and we hope that we will continue our collaborative efforts toward building a citizen-centric government. Atty. RYAN ALVIN R. ACOSTA Commissioner Civil Service Commission Message of the Commissioner
13 What gets measured gets done, and, we have proven this at the Contact Center ng Bayan. In its decades-long service, the CCB has already handled more than a million transactions— from complaints to requests for assistance to suggestions to commendations. Over the years, and through continued partnerships with more and more government agencies, we have reached high resolution rates, even for complaints. This means that data on client feedback is being valued and used to measure agency responsiveness, efficiency in handling client concerns, and process improvements. The contact information of CCB is now also required to be on government agencies’ citizen’s charters, and the complaints resolution rate reported by the facility is now linked to the performance-based bonus. This is how important the processes of measuring, monitoring, and evaluating are—it gives us the true picture and evidence-based assessment of how we are doing in public service. As program manager, I am so proud of what we have accomplished together over the course of ten years. The CCB has remained that reliable bridge between government and the people. As a citizen-centric, multi-platform facility, and with the full support of the Commission en banc: Chairperson Karlo A. B. Nograles, Commissioner Aileen Lourdes A. Lizada, and Commissioner Ryan Alvin R. Acosta, the CCB will continue to upgrade its contact center infrastructure, hone an agile and future-ready workforce for public service continuity, assist government agencies in client transactions, and build excellent customer experience in support of a high-trust society. We do this because we envision the CCB to become a future-proof, technology-driven, top-of-mind government contact center facility that sustainably meets the needs and expectations of its stakeholders and interested parties. To the top performers we have honored in the CCB’s 10th anniversary, and to our esteemed partners over the years, we express our profound gratitude and look forward to more years of serving the public with you. MARIA LUISA SALONGA-AGAMATA, PhD, CESO V Director IV, Public Assistance and Information Office, Civil Service Commission Co-Chair, Philippine Civil Service Anniversary Steering Committee Message of the Contact Center ng Bayan Program Manager
14 The CSC, together with the National Computer Center, now the Department of Information and Communications Technology or DICT, brought to fruition a vision—that of having a government contact center that will receive public feedback on the quality of service they receive. Thus, the Contact Center ng Bayan was born, with the primary goal of ensuring that government offices have responsive, accessible, courteous, and effective public service. DICT’s support to the CCB project throughout the years has been instrumental in the operations of the facility. In 2022, CSC once again started consultations with the DICT for the upgrading of the CCB’s infrastructure to be compliant with the latest contact center standards for effective public feedback management.
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16 Looking Back: A Timeline of Public Service Milestones
17 Display of agility and future-readiness CCB’s 10th year in service marks another beginning. Now that the upgrading of its contact center infrastructure is underway, CSC aims for higher efficiency in its operations; better engagement with its stakeholders in the review of processes; improved monitoring and evaluation as well as feedback resolution protocols; and intensifed promotions to cement its status as a top-of-mind feedback facility of the Philippine Government.
18 The President’s Final Report to the People (2016-2021) is published by the Office of the President’s Presidential Management Staff in collaboration with the national government departments and agencies. The CCB is mentioned in Chapter 2, which is entitled Making Government More Responsive. “By providing the public with a platform to easily air out their concerns, we were able to closely look at sources of public dissatisfaction and address them accordingly.” - Former President Rodrigo Roa Duterte
19 Launched in September 2012, the CCB is envisioned as the government’s main help desk to provide information on frontline services, and as a venue to air concerns on public service delivery. During its pilot-test, the CCB was accessible nationwide by dialing 1-6565 using PLDT, Smart, and Digitel landlines, Mondays to Fridays, from 8 a.m. to 5 p.m. In the succeeding years, the CCB expanded its access channels, the citizens may already send feedback to 0908-88-16565, email@ contactcenterngbayan.gov.ph, and through the complaints portal at www.contactcenterngbayan.gov.ph. Aside from inquiries on services and basic policies of government agencies, the public may also call the CCB to report frontline servicesrelated concerns on any government agency, such as fixing or collusion with fixers, disruption of service during lunch break, unmanned public assistance desk/center, imposition of additional fees or requirements not stated in the Citizen’s Charter, discourteous frontline service staff, and other causes of poor quality service.
20 CCB commemorated its 10th anniversary as an important milestone, and hosted the CCB: Isang Dekada ng Paglilingkod Virtual Summit on 27 September 2022, 2 p.m. The summit highlighted the accomplishments of the facility together with its partner agencies, and recognized the top performing agencies with the highest resolution rates for the past decade. The summit also featured messages from President Ferdinand R. Marcos Jr. and Vice President Sara Z. Duterte, and was streamed live through the CSC’s Facebook Page and YouTube Channel, and the Radio Television Malacañang’s Facebook Page. Top Performing Agencies of the Decade CHAPTER 1 Scan to watch the Virtual Summit:
21 Department of Social Welfare and Development It is with great pride and honor that the Department of Social Welfare and Development (DSWD) is being recognized by the Civil Service Commission (CSC) as one of the top 10 agencies with the highest resolution rate of complaints lodged to the Contact Center ng Bayan (CCB) from fiscal year 2014 to 2021. The DSWD in partnership with the Civil Service Commission assures the public that it will be true to its mandate to deliver quality social welfare and development programs and services when and where it is needed, the department will continuously improve its systems and processes to serve the public efficiently and effectively. Maraming salamat, CSC, and happy 10th year anniversary CCB. ERWIN T. TULFO Secretary Department of Social Welfare and Development The DSWD is one of the top 20 performers for the past decade in terms of resolving complaints referred by the CCB. The department posted a 94.35% resolution rate. Top Performing Agencies of the Decade
22 Bureau of Customs Feedback from CCB allows us to review our laws and processes, identify bottlenecks affecting customs clearance efficiency, and implement corrective actions to harmonize customs policies and procedures, creating a seamless and streamlined customs administration. YOGI FILEMON RUIZ Acting Commissioner Bureau of Customs The BOC was recognized for being one of the top 20 performers in terms of complaints resolution rate, posting 95.39%. Top Performing Agencies of the Decade
23 Philippines Statistics Authority There were recurring concerns which were consistently addressed by the concerned division within the Philippine Statistics Authority. With this, the PSA develops plans and strategies to better address these concerns. One of the strategies was to designate focal persons to assist the clients with regard to their complaints. CLAIRE DENNIS S. MAPA, PhD Undersecretary National Statistician and Civil Registrar General The PSA posted a resolution rate of 93.95% for complaints in the past decade. Top Performing Agencies of the Decade
24 Philippine Overseas Employment Administration Our focus shifted to strengthen effective customer management and relations. We make sure to resolve all issues and concerns at an opportune time. Likewise we have been very open to feedback, suggestions, recommendations and even criticisms in order for us to improve our systems and operations to better serve the public. Atty. BERNARD P. OLALIA Administrator Philippine Overseas Employment Administration The POEA posted a resolution of 98.32% for complaints, and emerged as one of the top performers of the decade. Top Performing Agencies of the Decade
25 Top Performing Agencies of the Decade
26 The list above shows the top 20 government agencies with the highest resolution rate in terms of the total number of referrals received from the CCB for the past ten (10) years. Top Performing Agencies of the Decade
27 Top Performing Agencies of the Decade POEA DPWH* *given during their visit to the CSC Central Office DepED HDMF MMDA CCB agents personally delivering the certificates of recognition, which were awarded by CSC Chairperson Karlo A. B. Nograles, Commissioner Aileen Lourdes A. Lizada, Commissioner Ryan Alvin R. Acosta, and CCB Program Manager and CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Agamata during the CCB: Isang Dekada ng Paglilingkod Virtual Summit held on 27 September 2022 and watched by government agencies nationwide online and through group watching activities. The certificates of recognition were received by action officers from the agencies honored during the summit.
28 DSWD LRA PNP SSS DILG LWUA CCB agents personally delivering the certificates of recognition, which were awarded by CSC Chairperso and CCB Program Manager and CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Aga government agencies nationwide online and through group watching activities. The certificates o
29 DENR BOC DFA PRC BI DOLE NBI on Karlo A. B. Nograles, Commissioner Aileen Lourdes A. Lizada, Commissioner Ryan Alvin R. Acosta, amata during the CCB: Isang Dekada ng Paglilingkod Virtual Summit held on 27 September 2022 and watched by of recognition were received by action officers from the agencies honored during the summit.
30 VIRTUAL SUMMIT LAUNCH OF COFFEE TABLEBOOK EXHIBIT . .
31 Isang Dekada ng Paglilingkod CHAPTER 2 The Contact Center ng Bayan’s 10th anniversary dubbed CCB: Isang Dekada ng Paglilingkod featured a virtual summit and corresponding group watching activities nationwide, an exhibit at the CSC Central Office lobby, and the launch of this commemorative coffee table book, all held on 27 September 2022. This was a major event under the 122nd Philippine Civil Service Anniversary themed Transforming Public Service in the Next Decade: Honing Agile and Future-Ready Servant-Heroes.
32 CSC Chairperson Karlo A. B. Nograles led the opening of the CCB: Isang Dekada ng Paglilingkod Virtual Summit held last 27 September. With him are (from R-L) Assistant Commissioner Ariel G. Ronquillo, Director IV Maria Luisa Salonga-Agamata, Commissioner Ryan Alvin R. Acosta, Acting Assistant Commissioner Karin Litz P. Zerna, and Acting Executive Director IV Victoria F. Esber. Isang Dekada ng Paglilingkod
33 Isang Dekada ng Paglilingkod Above: CSC officials led by CSC Chairperson Karlo A. B. Nograles (6th from L), Commissioner Aileen Lourdes A. Lizada (attending virtually), and Commissioner Ryan Alvin R. Acosta (5th from L) grace the CCB: Isang Dekada ng Paglilingkod exhibit at the CSC Central Office. Below: The exhibit featured historical highlights from the CCB’s launch in 2012 and its achievements through the years. It also served as a physical venue for the group watching activity of the virtual summit.
34 The CCB: Isang Dekada ng Paglilingkod Virtual Summit was streamed via the CSC’s main Facebook Page, www.facebook.com/civilservicegovph. The FB Page currently has 1.1 million followers. As of this writing, audience reach for the video has climbed up to 128,603. As one of the CCB’s media partners for the event, Radio Television Malacañang also aired the virtual summit through its Facebook Page. The virtual summit may also be accessed through the CSC’s YouTube Channel, www.youtube.com/cscphmedia, which has 4,580 subscribers and growing. The screengrab on the left shows CCB hosts Rose Thea Salazar and Alex Diaz Tatoy.
35 Screenshots from the CCB: Isang Dekada ng Paglilingkod Virtual Summit, featuring messages from President Ferdinand R. Marcos Jr., Vice President Sara Z. Duterte, CSC Chairperson Karlo A. B. Nograles, Commissioners Aileen Lourdes A. Lizada, and Ryan Alvin R. Acosta, and CCB Program Manager and CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Agamata.
36 TOP 20 AGENCIES* SHARING *Top 20 agencies honored during the virtual summit are those that garnered the highest resolution rates for complaints processes and upgrade their systems to meet the standards set by Republic Act No. 11032, also known as the Ease of OIC Chief ANDRO VINLUAN SANTIAGO Stakeholders Affairs Division, Stakeholders Relations Service Departmenrt of Public Works and Highways Chairperson CHELOY VELICARIA-GARAFIL Land Transportation Franchising and Regulatory Board Commissioner YOGI FILEMON RUIZ Bureau of Customs Unit Head/OIC LUDWIN BRIONES Water & Sanitation Utilities Development, Institutional Development Services Local Water Utilities Administration Atty. MARISSA E. TOMINES Registrar of Deeds City of Manila Land Registration Authority Undersecretary CLAIRE DENNIS S. MAPA. Ph.D. Philippine Statistics Authority Assistant Secretary HIRO V. MASUDA, DBA, CESO III Department of Environment and Natural Resources Administrator BERNARD P. OLALIA Philippine Overseas Employment Administration OIC Director IV CRISANTO C. SARUCA Jr. Legal and Legislative Affairs Staff Metropolitan Manila Development Authority Secretary BIENVENIDO E. LAGUESMA Department of Labor and Employment Vice President NORMITA M. DOCTOR Benefits Administration Division Social Security System Screenshots taken DURING THE
37 THEIR SUCCESS STORIES recevied from the CCB for the last decade. These agencies were also successful in using data and feedback from CCB to streamline their Doing Business and Efficient Government Service Delivery Act of 2018, therefore ensuring public service excellence and customer Former OIC and Ret. Lt. Gen. VICENTE DUPA DANAO Jr. Philippines National Police Member Relations Department Feedback Management Unit Home Mutual Development Fund Director MARLO S. GUANZON, PhD Public Affairs and Communications Service Department of the Interior and Local Government Director IV ANNE RACHEL C. MIGUEL Bureau of Human Resources and Organizational Development Department of Education Former Chairperson TEOFILO S.PILANDO Jr. Professional Regulation Commission Chief Administrative Officer MARY ANN Z. CARANTO Bureau of Immigration Assistant Secretary HENRY S. BENSURTO Jr. Office of the Consular Affairs Department of Foreign Affairs Secretary ERWIN T. TULFO Department of Social Welfare and Development from the livestream NICANOR V. SUAREZ Information Division Chief Atty. IRVIN L. GARCIA, CPA Acting Chief- Personnel Division National Bureau of Investigation VIRTUAL SUMMIT
38 VISAYAS Land Transportation Franchising and Regulatory Board Region III, National Bureau of Investigation, Professional Regulation Commission - Manila, Sasmuan Water District, Tabaco City Water District, Bureau of Fire Protection - Aurora, Bureau of Fire Protection - Laur Fire Station Personnel, Bureau of Fire Protection - Macabebe Fire Station, Bureau of Fire Protection - Minalin Fire Station, Bureau of Fire Protection - Palayan City Fire Station, Bureau of Fire Protection - Pampanga, Bureau of Jail Management and Penology RO II, Bureau of Customs, Cash Management - Division Treasury Department of Local Water Utilities Administartion, and Department of Education-Division of Malolos City Calbayog City Water District, CSC RO VIII, Department - Antique Legal Section, Department of Education Reg Unit - Tarangnan, Samar, Land Transportation Office Re Commission - Cebu, and Western Visayas Medical Cente WATCH PAR Governnment agencies hold simultaneous group watching a LUZON
39 MINDANAO of Education - Baybay City Division Office, Department of Education gion VI, Local Government Unit - City of Bogo, Local Government egion VIII, Office of the Cebu City Assessor, Professional Regualtion er Business Permits - Licensing Division City Mayor’s Office, Cagayan de Oro City, City Disaster Risk Reduction and Management Department Cagayan de Oro, City Government of Cagayan de Oro - Civl Registry Office, City Health Office - Cagayan de Oro City, City Legal Office of Cagayan de Oro City, City Local Environment and Natural Resources Office Local Government Unit, Cagayan de Oro City, CSC BARMM - Public Assistance and Liaison Division, CSC RO XII Field Office - Cotabato City, Department of Education - Malaybalay, Department of Education Region X, Local Govenment Unit - Datu Abdullah Sangki, Local Government Unit - Jasaan, Offic for Community Affairs of the Local Government Unit of Cagayan de Oro City, Professional Regualtion Commission XI, and Surigao City Jail TIES NATIONWIDE: activities for the CCB: Isang Dekada ng Paglilingkod Virtual Summit
40 * Social media post (screenshot) showing the assistance provided by the CCB to the public during the height of the COVID-19 pandemic. *Now Former President Rodrigo Roa Duterte
41 In 2020, the number of transactions of the CCB increased compared to the previous year’s transactions. During the implementation of the Enhanced Community Quarantine (ECQ) from 17 March to 31 May 2020, the CCB received more than 15,000 transactions. Of these transactions, 1,166 were referred to other government agencies for resolution. Of the referred concerns, 11.73% pertained to the distribution of the Social Amelioration Program (SAP); 9.59% were complaints against government officials or employees; 6.68% were concerns on the distribution of relief goods/assistance; 6.59% were complaints against government agencies; and 6.34% were requests for assistance for the repatriation of the Overseas Filipino Workers (OFW) who were displaced due to COVID-19. CHAPTER 3 The CCB Remained Operational at the Height of the Pandemic
42 When the COVID-19 pandemic hit the Philippines in March 2020 and the government imposed a state of public health emergency, the severe limitations in mobility of citizens became a challenge for public service delivery. This presented a two-pronged dilemma - citizens could not go out, while only frontliners and emergency responders were allowed to go out. However, citizens needed to transact, while frontliners needed to be protected. As an emerging crisis situation, there was no precedent for nationwide and prolonged quarantines. The Philippine government had to quickly craft and impose policies and guidelines to mitigate the negative impact of the pandemic. Government agencies also had to rely on their existing facilities and procedures. Although the Anti-Red Tape Act of 2007 (Republic Act No. 9485) and the Ease of Doing Business and Efficient Government Service Delivery Act (EODB EGSD) of 2018 (Republic Act No. 11032) had paved the way for streamlining of procedures and modernization of frontline services, the complex effects of the pandemic demanded more innovation within a very limited timeframe. Citizens had to be provided a way to reach out to government, do their transactions, or follow up their requests. Government frontliners, on the other hand, also had to face the day-to-day threat of risking health and safety just to be able to deliver crucial services to citizens. This included coping with extreme challenges at hospitals and other health centers; distributing basic goods, medicines, and financial aid at the barangay level; helping Filipinos stranded abroad, and in cities or provinces within the country; and issuing crucial documents such as passports, licenses, and civil registry certifications. The government also had to be on its feet to address gaps that the crisis inevitably revealed. For example, the lack of database of citizenry, including profiling, entailed manual processes that took time. With a database, crucial groups such as senior citizens, frontliners, and overseas Filipino workers (OFWs), would have been automatically identified for the provision of related services. Another example was the progress of automation of systems and processes, which may not have reached full operations in time for the pandemic. This made responding to the crisis all the more challenging. In 2020, CCB processed a total of 136,112 transactions, with a resolution rate of 97.91%. This reflects an increase of 43% from requests received in 2019. In 2021, CCB processed 212,382 transactions with a 99.69% resolution rate. This is almost double the number of requests received in 2020, and the highest number in the facility’s ten-year operation. The CCB has processed a total of 72,119 transactions from January to June 2022. Out of the total transactions referred to other government offices and CSC offices, 67.83% were requests for assistance wherein a good majority came from our Overseas Filipino Workers (OFWs). The Overseas Workers Welfare Administration received the highest number of referrals from the CCB amounting to 672 transactions for the first semester of the year. These referrals pertain specifically to requests for repatriation from distressed OFWs. By the end of June 2022, the CCB posted a resolution rate of 99.80% for all these transactions. Even during a pandemic, the public remained aware of the CCB’s services and flocked to its official channels to send in their queries, air their concerns, and ask for assistance. The CCB, in turn, served its best in assisting both the government agency concerned and the client, with the goal to support i n n o v a t i o n s and efforts for future-readiness in public service. This demonstrates that a government feedback mechanism is crucial in strengthening citizen engagement and gaining their trust in public service, while helping the government pinpoint areas of improvement in its operations and services. CCB’s partnership with government agencies continues to promote transparency and social inclusion, while directly or indirectly supporting the improvement of systems and processes. CCB shares the stories of government agencies that continuously rise up to the challenge of the pandemic and launched programs specific to addressing the needs of their clients during this period. Improving Public Service Delivery in the Midst of a Pandemic: CCB’s Support to Agility and Future-Readiness The CCB Remained Operational at the Height of the Pandemic
43 OWWA is one of the CCB’s active partners in ensuring effective and efficient response to citizens’ concerns, whether here or abroad. Former OWWA Administrator Arturo G. Cacdac Jr. expressed his appreciation through his letter to the CCB: “Isang taos-pusong pasasalamat sa CSC Contact Center ng Bayan sa pagtulay sa mga OFWs sa kalinga ng OWWA. Isang malaking karangalan na maging bahagi ng Isang Dekadang Paglilingkod ng Contact Center ng Bayan, lalo na sa panahon ng krisis.” Overseas Workers Welfare Administration The CCB Remained Operational at the Height of the Pandemic
44 The CCB Remained Operational at the Height of the Pandemic
45 CSC, through its official Facebook Page, regularly posts commendations from CCB-assisted clients, especially those who were able to avail of the repatriation program at the height of the pandemic. The CCB Remained Operational at the Height of the Pandemic
46 From March 2020 to May 2022, OWWA was able to safely bring home over a million OFWs back into their families and communities. Here are some of the commendations and words of appreciation for the OWWA received by the CCB: IRN0254487 “Maraming maraming salamat po sa inyong tulong, nakarating na po ako sa Pilipinas last 10 July po. Salamat ng marami. Salamat po sa OWWA dahil hindi po kami pinabayaan. Nais ko po sana iparating sa ating mahal na Pangulo at i-vouch po ang OWWA sa pagtulong sa amin,. lalo na po sa akin. Dahil walang wala na po kasi ako, nagkaroon ako ng utang dahil sa nangyaring ban. Ng dahil po sa OWWA safe po akong nakauwi ng Pilipinas. Maraming salamat sa inyo OWWA.” IRN000000256394 “(I) would like to express my outmost gratitude for all our government agencies who helped our fellow Filipino returned home safe. Once again, thank you and more power to all. God bless.” OWWA provides airport assistance for OFWs coming home. The CCB Remained Operational at the Height of the Pandemic Commendation from clients
47 In an interview with Director Jocelyn O. Hapal of OWWA, she shared that they consciously increased their social media presence to ensure widest information dissemination and engagement with clients. OWWA does not stop at airport assistance. Staff are also deployed to check transportation services for OFWs until they reach home. The CCB Remained Operational at the Height of the Pandemic
48 The CCB Remained Operational at the Height of the Pandemic DOH was also able to monitor referrals from the CCB. The top complaints included COVID-19-related issues and concerns; concerns on government regulations, processes, or services; delayed and unreleased special risk allowances, concerns on government official/employees; incorrect payment compensation and remuneration. All of these concerns were closely tracked with the help of the CCB by creating weekly issuance of report on the status of clients’ concerns and the conduct of consultations and coordination meetings with stakeholders to address resolution of mostly pandemicrelated concerns. Along with the efforts of the CCB in providing timely feedback as well as follows-up with the agency, the DOH was able to resolve almost all of the transactions received by the primary government feedback facility. In 2021, the partnership between the CCB and the DOH resulted to a 98.13% resolution rate for the agency. In an interview with CCB, DOH Assistant Secretary of Health Maylene M. Beltran said, “With the assistance of CCB, the DOH was able to deliver timely and appropriate assistance to the requests and concerns of our clients. CCB has become our bridge linking the DOH to its clients, where service delivery is available and more accessible for our constituents. As CCB celebrates its 10th anniversary, we fervently hope that the strong foundation that we have built through the years will continue to thrive and flourish in the succeeding years. We once again congratulate CCB for reaching this milestone, and we are one with you in pursuit of providing an efficient public service to our people.” Department of Health
49 The CCB Remained Operational at the Height of the Pandemic “With the assistance of CCB, the DOH was able to deliver timely and appropriate assistance to the requests and concerns of our clients. CCB has become our bridge linking the DOH to its clients, where service delivery is available and more accessible for our constituents.” - DOH Assistant Secretary of Health Maylene M. Beltran
50 The CCB Remained Operational at the Height of the Pandemic During the COVID-19 crisis, the DOH made sure that related data are being tracked accurately and in timely manner. The data gathered were used to determine the current standing of the country in stopping the spread of the virus.