The CSC’s Contact Center ng Bayan (CCB) will be celebrating its 10th year as one of the Philippine government’s main feedback mechanisms that serve as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. This will be part of the 122nd Philippine Civil Service Anniversary celebration in September 2022.
For the past ten (10) years, the CCB has promoted participatory governance and transparency by providing easy access channels for the public to reach the government and express their feedback and other concerns on service delivery. The facility receives complaints on government offices’ non-conformance with their respective Citizen's Charters; requests for assistance on pending requests and applications; queries on procedures and requirements; suggestions for further improvement of systems and processes; and commendation/appreciation of efficient service.
The evolution of the CCB and its role in government service delivery improvement also coincides with the journey of government agencies in customer relations and developing ease of doing business.
To commemorate this important milestone, the CSC will be hosting the CCB: Isang Dekada ng Paglilingkod Virtual Summit on 27 September 2022 2 p.m. to highlight the accomplishments of the facility together with its partner agencies, and to recognize the 20 top performing agencies with the highest resolution rates from Fiscal Year 2014 to 2021. President Ferdinand R. Marcos Jr. and Vice President Sara Zimmerman Duterte were also invited to grace the event with their video messages. The summit will be pre-recorded and premiered through the CSC’s official Facebook Page (https://tl-ph.facebook.com/civilservicegovph), and CSC’s YouTube Channel (https://www.youtube.com/c/CSCPHmedia).
The CCB will also be launching it’s a commemorative coffee table book during the program. The digital copy of CCB Coffee Table Book will be available for download from the CSC and CCB Websites as well as the CSC Facebook Page and will be distributed to all National Government Agencies, GOCCs, Provincial and Local Government Units, State Universities and Colleges, and Philippine Embassies and Consulates.
An exhibit on CCB milestones will also be mounted on the CSC Central Office lobby, and for possible routing among government agencies. A virtual exhibit is also planned for CSC’s social media accounts.
Republic Act No. 11032 (RA 11032) or 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.
Since the beginning of the CCB operations on 27 September 2012, it has already received and acted on a total of 1,082,122 transactions.
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%.