Govt's major feedback facility to bare accomplishments in virtual summit
The Civil Service Commission’s Contact Center ng Bayan (CCB) will celebrate its 10th year as one of the Philippine government’s main feedback facilities through a virtual summit to be streamed live on 27 September 2022, 2 p.m., on social media.
The event, dubbed CCB: Isang Dekada ng Paglilingkod Virtual Summit, will highlight the accomplishments of the facility together with its partner agencies, and will recognize the 20 top performing agencies with the highest resolution rates for complaints for the past decade.
It will also feature messages from President Ferdinand R. Marcos Jr. and Vice President Sara Zimmerman Duterte.
The CCB will also launch its commemorative coffee table book during the program. The digital version will be available to all government agencies through the CSC and CCB websites as well as the CSC Facebook Page, while copies will be distributed to agencies in the country and abroad.
The virtual summit will be streamed live via the CSC’s official Facebook Page and YouTube Channel, and Radio Television Malacañang’s official Facebook Page.
It is part of the activities lined up for the celebration of the 122nd Philippine Civil Service Anniversary this September.
Decade of service
The CCB has served as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. It can be reached through text messaging/SMS to 0908-8816565, email to This email address is being protected from spambots. You need JavaScript enabled to view it., and the CCB website at www.contactcenterngbayan.gov.ph.
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.
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.
By the end of 2021, CCB has handled 1,082,122 transactions since its beginnings in 2012. In the first semester of 2022, it posted an overall resolution rate of 99.80%, and a resolution rate of 91.87% for complaints. From January to June 2022, CCB processed a total of 72,119 transactions or an average of 546 transactions per day.
Read related CSC Memorandum Circular No. 11, s. 2022.
