The Civil Service Commission’s (CSC) Contact Center ng Bayan (CCB) celebrated its 10th anniversary recently with a virtual summit, where it bared its accomplishments as one of the Philippine government’s main feedback facilities.
The event dubbed CCB: Isang Dekada ng Paglilingkod Virtual Summit, highlighted the facility’s decade-long service as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. (Watch the video via CSC Facebook Page or CSC YouTube channel)
Part of the summit was the recognition of the top 20 agencies with the highest resolution rate for complaints for the past decade.
Leading the pack of the top 20 agencies with the highest resolution rate for complaints is the DPWH.
Leading the pack is the Department of Public Works and Highways with a resolution rate of 98.99% (1,171 resolved out of 1,183 complaints); followed by the Metropolitan Manila Development Authority with 98.55%; Philippine Overseas Employment Administration, 98.32%; Department of Labor and Employment, 97.82%; and Department of Foreign Affairs, 97.35%.
The complete list is as follows:
| Agency | Complaints Only | Resolved | RR% | |
| 1 | Department of Public Works and Highways | 1183 | 1171 | 98.99% |
| 2 | Metropolitan Manila Development Authority | 759 | 748 | 98.55% |
| 3 | Philippine Overseas Employment Administration | 535 | 526 | 98.32% |
| 4 | Department of Labor and Employment | 689 | 674 | 97.82% |
| 5 | Department of Foreign Affairs | 2413 | 2349 | 97.35% |
| 6 | Bureau of Immigration | 570 | 554 | 97.19% |
| 7 | Philippine National Police | 2559 | 2479 | 96.87% |
| 8 | Land Transportation Franchising and Regulatory Board | 1091 | 1053 | 96.52% |
| 9 | Local Water Utilities Administration | 520 | 498 | 95.77% |
| 10 | Bureau of Customs | 542 | 517 | 95.39% |
| 11 | Department of Social Welfare and Development | 1044 | 985 | 94.35% |
| 12 | Department of the Interior and Local Government | 1218 | 1146 | 94.09% |
| 13 | National Bureau of Investigation | 1029 | 967 | 93.97% |
| 14 | Philippine Statistics Authority | 992 | 932 | 93.95% |
| 15 | Department of Environment and Natural Resources | 751 | 699 | 93.08% |
| 16 | Land Registration Authority | 1718 | 1592 | 92.67% |
| 17 | Social Security System | 3912 | 3624 | 92.64% |
| 18 | Professional Regulation Commission | 776 | 714 | 92.01% |
| 19 | Department of Education | 2159 | 1985 | 91.94% |
| 20 | Home Development Mutual Fund | 1824 | 1668 | 91.45% |
The virtual summit is part of the activities held by the CSC in line with the 122nd Philippine Civil Service Anniversary this September.
CCB’s role
In a message to the CSC aired during the program, President Ferdinand Marcos Jr. said, “Tunay na mahalaga ang inyong ginagampanan sa pamahalaan sapagkat tinitiyak ninyong karapat-dapat ang galing ng mga lider at kawani na magsisilbi sa gobyerno,” adding, “Patuloy sana ninyong paigtingin at pagbutihin ang inyong pangangasiwa sa pangkalahatang prosesong nagsasaayos at nagpapatibay ng antas ng serbisyo sa pamahalaan at pampublikong mga tanggapan sa ating bansa.”
Vice President Sara Duterte also offered a congratulatory message.
“Lumakas na ang feedback mechanism at citizen engagement sa ating pamahalaan. Isa ito sa best practices na nakita ko sa Davao.”
“Sa unang dekada ng paglilingkod ng CCB, marami nang nagbago sa serbisyo publiko. Lumakas na ang feedback mechanism at citizen engagement sa ating pamahalaan. Isa ito sa best practices na nakita ko sa Davao, at nagawang palawakin sa ilalim ng pangangasiwa ng aking ama sa buong Pilipinas,” Duterte said.
Meanwhile, CSC Chairperson Karlo Nograles recognized the CCB’s role as “an effective citizen engagement mechanism” for lodging feedback on the quality of public service delivery.
Nograles vowed to support measures to improve the facility, saying, “The CCB has already acted on more than a million queries, complaints, and requests for assistance, with a high-resolution rate of 99.80% as of the first semester of this year. Thus, the Commission commits to support the modernization of the CCB facility to further improve its efficiency and responsiveness so it can continue serving the transacting public for the next decade.”
The civil service chief also thanked CCB’s public sector partners.
“Since its humble beginnings, to its eventual in-house management at the CSC, to its hosting the 8888 Citizen’s Complaint Center, we truly thank each government agency and each client that the CCB has worked with,” the civil service head said.
Over 1M transactions
The CCB can be reached through text messaging/SMS to 0908-8816565, email to email@contactcenterngbayan.gov.ph, the CCB website at www.contactcenterngbayan.gov.ph, and CSC’s official Facebook Page/Messenger at https://www.facebook.com/civilservicegovph.
It 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.
By the end of 2021, CCB has handled 1,082,122 transactions since its beginnings in 2012.
From January to August of 2022, the CCB processed a total of 94,090 transactions, or an average of 506 per day.
Of the transactions referred to other government offices and CSC offices, 61.58% were requests for assistance, 28.16% were complaints, 6.85% were commendations and messages of appreciation, 2.5% were queries, and 0.91%, were suggestions.
Most of these transactions were received through the CSC Facebook Page/Messenger account (41.95%), followed by email (39.75%), SMS/text messaging (17.64%), CSC Facebook Page comments (0.12%), mail (0.11%), calls (0.01%), and from walk-in customers (0.01%). The remaining 0.41% were transactions received through Hotline 8888 referred by the Office of the President’s Complaint Center.
By the end of August 2022, the CCB posted a resolution rate of 99.82% for all transactions. The resolution rate for complaints was 95.97%.
Evolution
Phase 1 of the CCB project implementation was fully outsourced to a private service provider from its launch on 27 September 2012 to 31 March 2014.
It was then a 10-seat hosted facility that addressed general concerns from the public as well as specialized concerns directed to six participating agencies: CSC, Information and Communications Technology Office, Bureau of Internal Revenue, Philippine Health Insurance Corporation, Department of Health, and Department of Trade and Industry.
After the launch, the Land Registration Authority; Philippine Atmospheric, Geophysical and Astronomical Services Administration; and Social Security System also interconnected with the CCB platform.
All complaints under Republic Act No. 9485 (Anti-Red Tape Act of 2007) were forwarded directly to the CSC Special Action Team for referral preparation and monitoring of agencies’ actions and corrective measures.
Phase 2 of the CCB was managed by the Polytechnic University of the Philippines from 1 April 2014 to 31 March 2015. It served as a transition for the establishment of an on-premise facility at the CSC.
CCB’s Phase 3 began on 1 April 2015 with the launch of a contact center facility at the CSC Central Office, fully managed by the Public Assistance and Information Office. It had 15 agents and operated from Monday to Friday, 8 a.m. to 5 p.m., except on holidays.
On 1 August 2016, the CCB facility was tapped to temporarily handle the operations of the Citizen’s Complaint Hotline or Hotline 8888 of the Office of the President. As the CCB managed Hotline 8888, call transactions increased dramatically. The CSC hired 30 additional agents and extended its operations to 24 hours, 7 days a week.
When the operations of Hotline 8888 were turned over to the Office of the President on 4 November 2017, the CCB reverted to its original operating hours.
At present, 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) issuances.
