51 The CCB Remained Operational at the Height of the Pandemic “The efforts and initiatives of the Department as the national technical authority on health ensuring the highest achievable standards of quality health care are aligned and streamlined with the objectives of the CCB in providing a channel for the public to express their concerns and subsequently receive resolutions,” – Assistant Secretary Maylene M. Beltran
52 The CCB Remained Operational at the Height of the Pandemic IRN0249645 “There is a certain Dr. Pao, working for DOH. I don’t know his surname but he was in the budget hearing. I don’t know him personally nor met him, but I want you to know that he is one of the most polite and most efficient government employees. I only wrote now, because I just arrived from US. But I will never forget his kindness.” IRN0252849 “Last 28 April 2021, my father was admitted to a hospital in Cebu City. He is 72 years old, and had pneumonia complications. When he was admitted, he had very low RBC and needed immediate blood transfusion. I contacted DOH7 last 30 April 2021 to look for any available O+ blood for my father. Engr. Marissa Gorosin, Head, DOH 7 Planning Section, above and beyond her responsibilities, linked me up with appropriate offices and ensured that I had access to the needed blood supply. Without her assistance, my family and I would have been unbearably exposed to additional suffering in looking for blood supply. We were already distraught and about to lose hope until we were able to get a contact in DOH7. Though there was no assurance of blood availability, my concerns were put to ease on learning that Mr. Prince Lee Balaba, DOH 7, Blood Service Coordinator, through Engr. Gorosin, expressed that they will look for blood supply. Indeed, Mr. Balaba was able to make available one (1) blood bag for my father. When, I arrived at the DOH 7 Blood Center to collect the blood bag, the personnel were very accommodating and facilitative. At first, we were almost hopeless, but with the help of the kind-hearted personnel from DOH 7, our burdens were easier to bear.” Commendation from clients Here are some of the commendations received by CCB for the Department of Health: Concerns received by the DOH Complaints Handling Unit in 2021: Concerns received by the DOH Committee on Anti-Red Tape Tape or CART Secretariat from the CCB:
53 The CCB Remained Operational at the Height of the Pandemic In an interview with the CCB, the PSA Legal Services Head, Atty. Eliezer P. Ambatali, recognized the importance of the role CCB as a primary feedback mechanism. “The Civil Service Commission (CSC) - Contact Center ng Bayan (CCB) has been one of the partners of the Philippine Statistics Authority (PSA) in championing efficient public service by providing a platform for addressing concerns of public clients. lt is of great importance that government agencies are able to deliver only the best public service during these challenging times. Through the feedback platform established by the CSC, PSA is given the opportunity to continuously improve and streamline our processes to effectively deliver excellent public service.” Atty. Ambatali also said, “The Philippine Statistics Authority takes great pleasure in expressing our heartfelt congratulations to the CCB of the CSC on their 10th anniversary. The CCB has continued to make significant contributions in providing an established feedback platform for the public, and we offer our warm wishes to the public officials who helped create and build CCB to what it is today. We look forward to many more successful years with you as one of your partner agencies in delivering public service.” Philippine Statistics Authority
54 Commendation from a client The CCB Remained Operational at the Height of the Pandemic One of the commendations received by CCB for the PSA: IRN0256790 “I would like to thank…excellent service in PSA PhilSys in Robinsons galleria Lingkod Pinoy Center Branch and Sir JM Gonzales and Sir John Francis Sebastian for excellent service and fast, reliable, on 9 July 2021 at sa pagtulong for demographic step 2, requesting earliest processing of my national ID, thank you po sa tulong. Godbless po!” PSA introduced the national ID through its website, and opened registration centers in malls across the country.
55 The CCB Remained Operational at the Height of the Pandemic A massive national ID registration was rolled out in the midst of the pandemic, in partnership with malls for easy access of the public. More services have become available online with the effort of the government to continue the ease of doing business and efficient government service delivery amidst the pandemic.
56 The CCB Remained Operational at the Height of the Pandemic The Quezon City Local Government recognized the significant impact of the feedback being relayed by the CCB to the local government units. In an interview with CCB, Quezon City Local Government City Administrator Michael Victor N. Alimurung shared that, “residents are now more recognized and responded to in a more well-ordered manner. Thanks largely to the complaint management systems which is a testimony of our effective collaboration. QCitizens now have various options to contact the city government: by SMS, website, e-mail, or landline via the local Helpline 122 and the Contact Center ng Bayan. Through our partnership, we are able to handle and process a high volume of queries and complaints from a broad range of topics and issues. Our residents received clear answers to their questions and issues, and actions on their concerns promptly.” In addition, the timely report or feedback that the Contact Center ng Bayan provided to us in the local government–both before and during the pandemic–has assisted us in identifying the essential services that were urgently required by our QCitizens. It was instrumental in helping us vaccinate more than 10,000 residents under the QC ProtekTODO Vaccination Program; assist more than 2,000 vaccinated individuals in securing their Vaccine Certificate; and to swiftly respond to almost 900 COVID-19 positive individuals. City Administrator Alimuring further said, “These would not have been possible without a conducive environment where LGUs can grow and transform. We give credit to the Civil Service Commission (CSC)-Contact Center ng Bayan whose constant guidance and active engagement have led to the dynamic transformation of Quezon City.We would like to assure you that Quezon City will continue to strive to be the center of innovative reforms and life-changing improvements to programs and services that are more responsive, efficient, and convenient to all our constituents.” Quezon City – Local Government Unit “These would not have been possible without a conducive environment where LGUs can grow and transform. We give credit to the Civil Service Commission (CSC)-Contact Center ng Bayan whose constant guidance and active engagement have led to the dynamic transformation of Quezon City.” - Quezon City Local Government City Administrator Michael Victor N. Alimurung
57 The CCB Remained Operational at the Height of the Pandemic Here are some of the commendations received by CCB for the Quezon City Government: The Quezon City LGU displays their strict implementation of the health protocols to ultimately put an end to the spread of the COVID-19. IRN0257432 “I just want lang po to acknowledge the efforts of LTO Quezon City Licensing and to other lecturers, very accomodating and courteous! Salamat po sa pagtyatyagang pagtuturo at pagbibigay kaalaman sa basic knowledge ng pagiging isang bagong driver. Salamat po sa libreng TDC, malaking tulong po ito sa amin lalo na pandemic ngayon, at may mga kagaya ko po na hindi afford ang mag enrol sa driving school. Thank you and keep up the good work! And to the chief and sa mga staff of LTO QC God bless po sa inyong lahat!” IRN0243893 “Gusto po sanang magpasalamat sa mga health workers ng Barangay Old Balara, Quezon City. At sa pamunuan ng Barangay, ang mga empleyadong nabanggit po ay maaasahan at matulungin sa mga taong nangangailangan. Mabuhay po kayo!” Commendation from clients
58 The CCB Remained Operational at the Height of the Pandemic “By making the city government’s communication line accessible through different channels and open to all QCitizens 24/7, we are able to accomplish the following: First, deliver on our commitment and one of Mayor Joy Belmonte’s 14-point agenda, which is “to listen to our citizens and understand what they need.” Second, provide our residents with the efficient public service they deserve. This we were able to achieve despite the unprecedented challenges and uncertainty posed by the pandemic. Finally, we continue to earn the people’s confidence and trust.” - Quezon City Local Government City Administrator Michael Victor N. Alimurung (in an interview with CCB)
59 The CCB Remained Operational at the Height of the Pandemic Ms. MAYLENE M. BELTRAN, MPA, CESO III Assistant Secretary of Health Management Services Team Department of Health Ms. JOCELYN O. HAPAL Director IV Policy & Program Development Office Overseas Workers Welfare Administration Atty. ELIEZER P. AMBATALI Director III Data Protection Officer Philippine Statistics Authority Mr. MICHAEL VICTOR N. ALIMURUNG QC City Administrator Quezon City Local Government We would like to thank our interviewees for this chapter:
60 The CCB Remained Operational at the Height of the Pandemic Clients continue to send commendations to CCB for the assistance they received from government agencies. “Good morning po, Ok na po. Thank you po. Ginampanan na po nila ang kanilang tungkulin.” “Maraming salamat at ginagawan po pala ninyo ng aksyon ang mga reklamo naming mga mamamayan na naidudulog sa Contact Center ng Bayan.” “Labis po aking pagpapasalamat sa aksyon niyo at para madali po i-trace ng tao na inokomplain. Sana po lahat ng government employees naka-ID palagi ng nababasa ng tao name nila.” “Napaka-laking tulong po ang nagawa niyo sa akin.”
61 Client feedback on the services provided by the CCB remains positive throughout its ten years of operations. The CCB receives a fair share of commendation annually from satisfied clients. In 2019, 5.81% of the feedback received by the CCB commended the quality and efficiency of its service delivery. CCB clients who have received assistance willingly shared their experiences, and commended the CCB as well as government agencies concerned for their efficient action on requests for assistance. These clients’ stories which are featured on the website and in CSC’s FB page created personal connection with audiences at an emotional and rational level. CHAPTER 4 Stories from Clients
62 STORIES FROM CLIENTS Settled SSS Death Benefit Claim The Contact Center ng Bayan (CCB) received thru text message a request for assistance on 26 July 2019, for the processing of his father’s death benefit: CCB referred the client’s concern to Social Security System (SSS) on 26 July 2019. On 17 September 2019, the CCB received an email from the client extending his appreciation for the assistance provided: “More power to Civil Service Commission and Contact Center ng Bayan. Hope marami pa kayong matulungan katulad naming nangangailangan at mahihirap.” “I would like to Report SSS Welcome Rotonda regarding my father’s pension to be transferred to my mother, it took 3 months already. My father, Roberto San Juan died last 29 December 2018, his pension is to be transferred to my mother named Luz San Juan. We gather all necessary documents, ang naging issue lang ay marriage contract ng parents ko sa Tarlac which was not forwarded sa NSO head office kaya pala no copy dito sa Manila. Nag-email na po ang SSS Welcome Rotonda sa SSS Tarlac last May 2019, pero until now ay no action pa. Ang ginawa po namin, kami na ang pumunta sa Tarlac to gather again document proof na kinasal ang parents ko at wala ng iba pang pinakasalan. Nakakuha po kami ng marriage contract copy sa church kung saan sila ikinasal pero ayaw pa rin i-honor ng SSS Tarlac and Welcome Rotonda branch. Nag-file/apply na rin po kami ng late register dito PSA QC. Si Ms. Clarisse Ong ang nakausap namin sa SSS Welcome Rotonda. Sana po ay matulungan niyo kami. Salamat po.”
63 Released GSIS UMID Card Stories from Clients The CCB received an email requesting assistance on May 16, 2019, for the release of her GSIS Unified Multi-Purpose Identification (UMID) card: “This email pertains to my GSIS E-Card Plus. After I was referred by one of the security guards of GSIS Bacolod Office last 17 April 2019 to your Office, I went to your Union Bank-Araneta St., Bacolod City, Neg. Occ. Branch. I was told by one of your personnel in Union Bank - Araneta St., Bacolod City, Neg. Occ. Branch that it was not among the GSIS Cards in their custody ready for release. The ones that have been with them are the GSIS Cards of pensioners and none of any government employee who is still active in civil service or currently employed. I was assured that I will be contacted as soon as any information is obtained where exactly my GSIS E-Card Plus was and when will it be available for release. On 22 April 2019, GSIS Bacolod Office through its personnel named Rica told me that my name is in the list of those whose GSIS E-Card Plus is issued and ready for release. It was, however, in the rooster of Benguet, Philippines address which is contrary to my address and that of the one registered in GSIS Bacolod Office which is Bacolod City, Negros Occidental. While my over-the-counter transaction with her was on-going, she said she emailed your support service department regarding my concern and told me that she will wait for any response from you soon for any development. Just like one of your personnel, I was assured of an action but I neither heard nor received any update yet, with an option from GSIS Bacolod Branch to contact them about it. As such, I would like to request directly for your intervention on this matter since nothing seemed to reach me as of this time. Please trace where exactly my card is and whether or not it is ready for release. This is to avoid incurring any fraud that may happen to it especially that there appears an error in its address from your end and it also seems that it is already released since according to Rica of GSIS Bacolod Office, no notation was provided what happened to it and it appears that all of the GSIS E-Card Plus were already released. According to her, your personnel who took charge of the release of the GSIS E-Card Plus in their Office did not left the place until almost all such Cards were released. Also, Rica of GSIS Bacolod Office said since the transaction is a re-carding, it is your direct accountability and responsibility and not that of GSIS. I happen not to confirm from her that she may be right about it since you were contracted by GSIS to do the business of facilitating the availing of GSIS Members’ benefits and manage the processes involved. Initially, it begins with the medium on how it shall be availed of, which is the GSIS Member’s Card. Yet as GSIS Member, I am directly connected with GSIS, hence, any question arising from the services you provide, GSIS must come in to intervene. Your contract with GSIS came in because of its members which I happen to be one. Whatever inconsistencies or misunderstanding in your processes for facilitating the services due to me and the rest of the GSIS Members should supposedly threshed out in your ends in accordance with your contract. May that happen as I request so that an almost half day leave spent on 17 April 2019 and another almost half day leave spent in 22 April 2019 just to have nothing, will not happen to me again, and may not happen to any GSIS Member, be an active member or a pensioner. Am I and the rest are supposedly be spending much time for a simple transaction just like mere release of a card? Is it not supposedly be ready for release like the information received by my office mate who informed me about it? I am hoping for your attention and consideration on this matter. Thank you.” The concern was referred to the Government Service Insurance System (GSIS) on 16 May 2019. On 20 June 2019, CCB received this update: “I acknowledge receipt of the email dated 23 May 2019 and sent at 3:55 PM. Also, I am informing your good Office that I received the EMV GSIS Card today, 3 June 2019 at 9:15 a.m.from Pam Hilado of the Union Bank Rosario-Araneta Sts., Bacolod Branch. Thank you for your assistance on this matter.”
64 STORIES FROM CLIENTS Settled HDMF Retirement Benefit Claim “Good Day! I follow up ko lang po ang complaint ko tungkol sa release ng TAV ko.KAILAN PO BA MARE-RELEASE? Bakit sabi ng pagibig fund robinsons desk officer hindi niya masigurado kailan marerelease. Gusto ko po sanang humingi ng tulong para sa ikabibilis ng pagrelease ng TAV (TOTAL ACCUMULATED VALUE) ng Pagibig fund ko sa Pagibig fund Robinson and Stgo. city hall desk officer.Tatlong beses napo akong nagpabalik balik doon sa branch nila. Una noong humingi ako ng requirements 22 March 2019.Pangalawa noong 25 March nagsubmmit at huli noong 11 april 2019. At kanina umaga nag text po ko for follow up 10:00-11:20 a.m. pero ala pong reply.Noong nag follow up ako ng cash-out ng benefits noong April 11 matatagalan pa raw. sabi ng Robinsons Pagibig fund desk officer. Bakit ganon kabagal at ka inefficient ng serbisyo ng Pagibig Fund sa mga Retiree S.C. & PWD.Lagi kong encounter ang lines “hindi pa pasok sa data base” ang aking records sa Pagibig fund hanggang ngayon.” The concern was referred to the Home Development Mutual Fund (HDMF) on 2 May 2019. On 20 June 2019, CCB received a message from the client extending his appreciation for the assistance provided: “Hi! Good pm.First of all I would like to thank your agencies for your great effort in helping me to claim my TAV(Pagibig Fund Benefit)I received the check last 17 May 2019.I have a great concern for people who are about to collect also their benefits in the future.In my own experienced Pagibig Fund employees doesn’t show transparency in their computing details of benefits esp. Dividends.I wish that a person in authority will correct this matters for the sake of Pagibig members who don’t have the time and knowledge to compute their rightful benefits.” Thank you! The CCB received an email requesting assistance on 2 May 2019, for the processing of his retirement claim application:
65 Stories from Clients CCB referred the client’s concern to Land Registration Authority (LRA) on 23 October 2019. On 25 October 2019, the CCB received this update: “Salamat po sa inyomg assistance re certified true copy ng TCT. Makukuha ko na bukas sa RD Morong FOR COD. salamat po sa Diyos.” Released Certified True Copy of Land Title The Contact Center ng Bayan (CCB) received thru text message a request for assistance on 3 October 2019, for the release of his locational clearance: The Contact Center ng Bayan (CCB) received thru text message a request for assistance on 22 October 2019, for the release of the Certified True Copy (CTC) of his land title: “Baka puwede niyo po ako matulungan sa mabagal na serbisyo ng LRA RD MORONG for COD po ang note ng LARES 24 September 2019 pa po. Almost every day ang follow-up ko pero negative pa din as to date po. Wala pa rin po bumabalik ng COD, iyan po ang sagot ng RD Morong.” Released Locational Clearance “Good morning. Regarding po sa pagbibigay ng locational clearance planning ng Marikina City Hall na naibibigay po sana nila 3 days lang, pinakamatagal na po ang 5 days. Ako po siguro ang malakas ang loob na tumawag sa civil service para ipaalam. Halos dalawang buwan na po ang plano sa kanila until now pag nagpafollow up kami, ang sagot nila ay maghintay lang. Iyan po kasi ang requirements para makapag apply kami ng building permit sa Engineering kaya humihingi po ako ng tulong sa inyo upang mapabilis ang aming locational clearance. Hindi lang po ako marami po kami noong huling follow-up ko po ay pito kami na isa lang ang problema sa kanila. Sana po ay mabigyan nila ng priority ang mga nag aapply ng locational clearance sa kanila. Maraming salamat po and God Bless.” CCB referred the client’s concern to City Government of Marikina on 3 October 2019. On 28 November 2019, the CCB received a message from the client extending his appreciation for the assistance provided: “Good afternoon,sir sobrang nagpapasalamat po ako sa serbisyo nyo. Sa tulong nyo po narelease na ang locational clearance namin sa planning Dept. Pinapaabot ko po ng taos puso kong pagpapasalamat sa inyong Departamento. God Bless and more power! Sana marami pa kayong matulungan! Have a joyful day.”
66 STORIES FROM CLIENTS
67 Throughout the pandemic and alternative work arrangements implemented in the public sector, CCB continued its operations to help clients get the service they need from government. In photo: CCB Program Manager and CSC Public Assistance and Information Officer (PAIO) Director IV Maria Luisa Salonga-Agamata, and CSC PAIO Acting Director III Fiaberna U. Salumbides checking facility operations during the pandemic.
68 In 2018, now former President Rodrigo Roa Duterte signed Republic Act No. 11032, also known as the Ease of Doing Business and Efficient Government Service Delivery Act. Source: Radio Television Malacañang
69 The Implementing Rules and Regulations (IRR) of R.A. No. 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]). Given this, there has been constant increase in CCB transactions from 2019 to 2021. Notably, the resolution of concerns lodged by the public also remained high. This means the public continue to trust and use the CCB, while the government offices remain committed in addressing the concerns of the clientele. CHAPTER 5 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032
70 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 The enactment of the Implementing Rules and Regulations (IRR) provides for the inclusion of the CCB, the primary feedback facility of the government, in the Citizen’s Charter of every government agency to be part of their complaints mechanism. The CCB—the “go-to” feedback facility of the transacting public, acts as one of the government feedback facilities through which the public may lodge their concerns on the quality of government services. (Rule IV [Citizen’s Charter], Section 2 [g][i]). The inclusion of the CCB in the IRR of RA No. 11032 has lent a voice to the transacting public to further their participation in helping improve the quality of government services. Subsequently, there has been a constant increase in CCB feedback received from 2019 to 2021 – a clear manifestation of the public’s eagerness and concern in helping improve government services. Every feedback received by the CCB serves as a challenge for government agencies to continuously provide excellent service. Notably, government agencies’ high resolution of public feedback is a testament to the government’s promise in continuously improving their services and in providing consistent excellent customer experience to the public. The transacting public’s notable high use of the CCB as their go to feedback facility – exhibited by the number of transactions being facilitated - is a symbol of the enduring high trust of the citizens on the brand of CCB service – integrity, excellent service, commitment to duty, and compassion towards the public. Republic Act No. 11032 The CCB as a Primary Feedback Facility of the Government
71 In 2019, former CSC Chairperson Alicia dela Rosa-Bala joined now Senate President Juan Miguel Zubiri, Congresswoman Bernadette Herrera-Dy, and private sector representative Guillermo Luz, now Chief Resilience Officer of the Philippine Disaster Resilience Foundation for the signing of the Implementing Rules and Regulations (IRR) of Republic Act No. 11032, also known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. The CCB is mention in the IRR as the feedback facility of the CSC to be included in the Citizen’s Charter of every government as part of their complaints mechanism.
72 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 Supporting the Implementation of Republic Act No. 11032 Former DTI Secretary Ramon M. Lopez and former CSC Chairperson Alicia dela Rosa-Bala during one of the meetings in the formulation of the implementing rules of R.A. No. 11032 CSC Forum on R.A. No. 11032 led by the CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Agamata and Assistant Commissioner for Legal Concerns Ariel G. Ronquillo 2018 - Following the enactment of R.A. No. 11032 was a line up of support activities for the CSC in holding fora and consultative meetings as part of information dissemination. In Attendance: Members of the Commission, Central Office Directors, and Regional Office Directors.
73 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 Supporting the Implementation of Republic Act No. 11032 Source of inforgraphic: Deparment of Budget and Management (www.dbm.gov.ph) Complaint resolution made a requirement in the grant of performance-based bonus The resolution rate of complaints received by the Contact Center ng Bayan (CCB) is one of the criteria for the grant of Performance Based Bonus (PBB) for FY 2021. Under Section 4.4 of Memorandum Circular No. 2021-1 (Guidelines on the Grant of Performance-Based Bonus (PBB) for Fiscal Year (FY) 2021 under Executive Order No. 80, s., 2012 and Executive Order No. 201, s., 2016) issued by AO 25 Secretariat of the Inter-Agency Task Force (IATF) on the Harmonization of National Government Performance Monitoring, Information and Reporting Systems, “agencies shall ensure resolution of all complaints and grievances on government service procedures, acts of red tape, corruption, and/or other interferences to public service delivery by any government agency, individuals, or instrumentalities reported to Hotline #8888 and CCB.” The CCB defines “complaint” as negative feedback on government services, processes, and procedures lodged through any of its feedback platforms. Since complaints determine, to a significant extent, the quality of service delivery of government agencies, the CCB placed importance on monitoring the responses and ensuring prompt action by the concerned agencies. The CCB considers the feedback resolved after the agency has responded and provided detailed action taken to correct the reported dissatisfaction and prevent its recurrence. If the particular concern cannot be acted upon at the level of the office/agency concerned, an explanation as to why it cannot be addressed must be provided. The negative feedback will be considered resolved upon receipt of the reply/explanation from the agency. In FY 2021, the facility received 1,736 complaints on the service delivery of government agencies. The CCB submitted a report on the resolution rate of complaints of agencies enrolled in the PBB to the AO 25 Secretariat. Agencies shall be rated in accordance with the criteria cited in Memorandum Circular No. 2021-1.
74 Since its launch, the CCB continued to generate significant public attention as there is a lot of interest about the actual quality of government services. Through the years, the media has continued to request CCB data on particular government offices, especially those with high number of transactions, to support their news and investigative stories. Sustained information dissemination CSC Chairperson Karlo A. B. Nograles supports the CCB through social media posts in his Facebook Page, www.facebook.com/knograles. The CCB as a Major Public Feedback Mechanism Under Republic Act No. 11032 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032
75 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 CCB as featured in various news programs.
76 News published by the Manila Bulletin on 22 January 2022. It highlights the 211,726 transactions acted upon by the Contact Center ng Bayan in 2021 out of a total of 212,382 transactions it received. The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032
77 News published by the Manila Bulletin and the Philippine Star on 27 December 2022 featuring CCB’s 99.81% resolution rate for 126,375 transactions as of November 2022. The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032
78 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 Screengrabs from news reports featuring interviews with CSC Commissioner Aileen Lourdes A. Lizada and other CSC officials discussing the CCB. Media Rounds
79 The CCB as a Major Public Feedback Mechanism under Republic Act No. 11032 CCB Program Manager and CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Agamata discussed the Contact Center ng Bayan during media interviews, which fulfills CSC’s role in public assistance. Even in the midst of the pandemic when most government agencies were forced to suspend their operations, the public utilized the CCB to reach out to those agencies to avail of their services, as evidenced by the high number of transactions the facility received during this period. Public Assistance
80 Republic Act No. 11032 (RA 11032) also known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 requires the inclusion of the CCB as part of the complaints mechanism in the Citizen’s Charter of every government agency. In addition, the CCB’s report on complaints resolution rate is now one of the validation criteria for the grant of the annual Performance Based Bonus from FY2021 onwards, in accordance with the Inter-Agency Task Force on the Harmonization of National Government Performance Monitoring, Information, and Reporting Systems (IATF AO25) Memorandum Circular No. 2021-1. CHAPTER 6 Recognition for the Contact Center ng Bayan
81 The Contact Center ng Bayan is cited in former President Rodrigo Roa Duterte’s “Penultimate Report to the People 2016-2020” and “Final Report to the People 2016-2021” as a program that provided the public with a “platform to easily air out their concerns” and “helped resolve issues on poor quality of service delivery in the government.” Recognition for the Contact Center ng Bayan
82 In 2022, the CCB has processed a total of 72,119 transactions from January to June, classified as simple, complex, and others*. Of the transactions referred to other government offices and CSC offices, 67.83% were requests for assistance, 24.14% complaints, 5.09% commendations and appreciation, 1.93% queries and 1.01% suggestions. Most of these transactions were received through the CSC Facebook (FB) Page private messaging (42.19%), followed by email (39.64%), SMS (17.55%), mail (0.11%), CSC FB Page comments section (0.04%), calls (0.01%), and from walk-in customers (0.001%). The remaining 0.45% were transactions received through the Hotline 8888 referred by the Office of the President’s Complaint Center. By the end of June 2022, the CCB posted a resolution rate of 99.80% for all transactions. The resolution rate for complaints was at 91.87%. *transactions that do not need further action but recorded/uploaded in the database, such as replies of clients and agencies, follow-ups on existing concerns, duplicate messages, and additional queries. Recognition for the Contact Center ng Bayan
83 Recognition for the Contact Center ng Bayan Since its pilot-run in 2012, the CCB has consistently fulfilled its role of providing the public with information on government services and procedures, while simultaneously receiving feedback from the customers and communicating the feedback gathered to the concerned government agencies, hence giving the public an opportunity to directly contribute in improving government service delivery.
84 Through the years, the CCB website has also evolved in a bid to help clients and agencies alike to track their transactions, as well as get relevant updates from the CCB and the CSC. Recognition for the Contact Center ng Bayan
85 The first “Go-Live” of 8888 Citizens’ Complaints Hotline hosted by the Contact Center ng Bayan at 12:01 a.m. on 1 August 2016.
86 To ensure quality service and continual improvement, Customer Feedback has been an ISO-certified support process of the CSC Quality Management System since 2017. One of the feedback channels under Customer Feedback is the CCB. Having achieved the ISO certification, the CCB strictly complies with its process standards and commits to continually improve its processes based on the feedback from customers to ensure that the process objective of “100% Customer Feedback Acted Upon within Timeframe” is consistently met. CSC officials receive the ISO certificate for customer feedback in 2017
87 2017 - ISO certification led by former CSC Chairperson Alicia dela Rosa-Bala with former Commissioners Nieves L. Osorio and the late Robert S. Martinez, challenged CCB to strictly comply with its process standards and commits to continually improve its processes.
88 The International Association of Business Communicators (IABC) awarded CSC on 9 March 2015 with the Philippine Quill Award of Merit under Division 2: Communication Management - Category 15: Customer Relations. Shell, Smart, Maynilad, and University of the Philippines College of Mass Communications were among the 2014 awardees of best practices in communications, along with other institutions and agencies. The Philippine Quill is the country’s most prestigious awards program in the field of business communication. The CSC’s entry, Contact Center ng Bayan: Ang Sumbungan ng Bayan highlighted the strategy to promote CCB as the AntiRed Tape Act-based, government-wide feedback mechanism administered by the CSC. Since CCB’s initial pilot run in 2012, the communication campaign has already been activated with the goal to bring CCB to full implementation. After two years, the CCB has become known as the “sumbungan ng bayan” and is well on its way to full implementation as an on-site premise facility ready to receive feedback about government services. The year 2015 marked a milestone for the CSC as it gained recognition from the IABC for its communication campaign to promote CCB as the government-wide feedback mechanism through which citizens can request information and assistance on government frontline procedures, as well as report commendation, complaints, and feedback. IABC Awarded CSC on 9 March 2015 with the Philippine Quill Award of Merit under Division 2: Communication Management — Category 15: Customer Relations. CCB cited for communication management practice by the International Association of Business Communicators during the 2014 Philippine Quill Awards
89 CSC recognized for communication initiatives on CCB. From R-L: Former Chairperson Francisco T. Duque III, the late former CSC Commissioner Robert S. Martinez received the Quill Award in 2014 with Director IV Maria Luisa Salonga-Agamata of the Public Assistance and Information Office.
90 Intensified online presence Regular posting of content on the official Facebook page is a strategy to encourage feedback and maintain engagement.
91
92 “Through the Contact Center ng Bayan, people can report day-to-day concerns such as delays in the release of pension, laborious processes in renewing licenses, presence of fixers, discourteous staff, and lengthy procedures. CCB has since spurred institutional and individual efficiency as government agencies are forced to check their responsiveness levels and factor in the capability of their people to perform their functions.” Director IV Maria Luisa Salonga-Agamata, PhD, CESO V Program Manager of the Contact Center ng Bayan Championing Service Excellence Through the Years CHAPTER 7
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94 The CCB is for all those who transact business with government agencies, particularly frontline services. Government agencies have to serve everyone and anyone without discrimination, so it caters to a very large population. They are most likely to provide feedback, positive or negative, on the quality of services provided to them. Evolution of CCB Posters Championing Service Excellence Through the Years
95 Championing Service Excellence Through the Years They are also inclined to look for a feedback mechanism where they can air their satisfaction or grievances on the kind of service they received. An appropriate strategy to reach such a massive audience is to utilize traditional and digital media as well as various modes of direct communication with the public.
96 Contact Center ng Bayan posters displayed in all government offices nationwide. Championing Service Excellence Through the Years
97 Posters were also displayed in the CCB facility and website to remind agents of important guidelines. Championing Service Excellence Through the Years
98 Partnership to cut red tape through R. A. 9485 or The Anti Red Tape Act of 2007 In support to the implementation of Republic Act No. 9485 or the Anti-Red Tape Act of 2007, the CSC and the National Computer Center, then under the Information and Communications Technology Office, signed Joint Resolution No. 2010-01 on 15 August 2010 to adopt and promulgate guidelines pertaining to the delivery of frontline services to the public through citizen’s helplines, government contact/call centers and future interconnection of the same. This collaboration paved the way for the establishment of the CCB Project. For the CCB’s initial implementation, six agencies, namely, the CSC, the National Computer Center (now the Department of Information and Communications Technology), Bureau of Internal Revenue, Philippine Health Insurance Corporation, Department of Health, and Department of Trade and Industry, have electronically interconnected their call centers to the CCB. Beginnings in 2012:
99 Championing Service Excellence Through the Years Since 2012, the CCB has evolved toward a more user-friendly platform. At present, the CCB website already has monitoring functions where both agencies and clients can track the progress of each transaction Evolution of CCB Website
100 The Contact Center ng Bayan is a pioneering government feedback mechanism established in 2012 through valuable partnerships with the public and private sectors. On board the launch were the Civil Service Commission, then Information and Communications Technology Office (now Department of Information and Communications Technology), Bureau of Internal Revenue, Philippine Health Insurance Corporation, Department of Health, and Department Trade and Industry. After its launch, Pilipinas Teleserv agents were tapped as generalists while a Special Action Team from the CSC rendered technical support in the resolution of received feedback. When the contract with Pilipinas Teleserv ended in 2014, the Polytechnic University of the Philippines (PUP) became the Project Management and Operations Extension Facility with 10 generalist agents escalating concerns to the CSC’s Special Action Team. This led to the transfer of full management and onsite facility of the CCB to the CSC in March 2015. Working Toward a Whole-of-Government and Whole-of-Nation Feedback System Pioneering partners: Former CSC Chairperson Francisco T. Duque (4th from L) joins former Department of Trade and Industry Undersecretary Zenaida Cuison-Maglaya (3rd from L), former Information and Communications Technology Office Executive Director Louis Napoleon Casambre and other officials during the launch at the Civil Service Commission Central Office. The late former National Computer Center Director Raul N. Nilo (left) joins CCB Program Manager and CSC Public Assistance and Information Office Director IV Maria Luisa Salonga-Agamata (right) in taking a look at the kiosk showing the CCB website.