The Civil Service Commission's Contact Center ng Bayan (CCB) is cited in President Rodrigo Roa Duterte's "Final Report to the People" themed "Tatag at Malasakit Tungo sa Pagbangon: Sustaining Our Nation's Gains Amidst Unprecedented Challenges" which encapsulates the Duterte administration's accomplishments from 2016 to 2021.
In the report (p. 60), it says, "The ARTA and Civil Service Commission (CSC) also worked hand-in-hand to resolve issues raised by Juana and Juan dela Cruz regarding the lousy accommodation of public requests and delays in government transactions through the CCB. This allowed both agencies to break bottlenecks in bureaucratic processes and go after incompetent public officers who make our people undergo needless waiting and its resultant stress."
It further reads, "From 2016 to December 2020, the CCB successfully acted upon 642,465 complaints and queries from the public, 29,763 of which were ARTA-related complaints. Because we value public feedback, the CCB enhanced its online matrix of referrals (www.contactcenterngbayan.gov.ph/transparency/matrix-of-referrals) to ensure that public concerns are addressed at the soonest time possible."
As the nation moves forward under new leadership, the CSC commits to continue its efforts to improve public service delivery by facilitating public feedback through the CCB.
Read the full report from the Official Gazette website: https://www.officialgazette.gov.ph/downloads/2021/07jul/20210726-FINAL-REPORT-TO-THE-PEOPLE-2016-2021-PRRD.pdf