The Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC) recognized the leading ten (10) government agencies for achieving the highest resolution rates in the CCB Partner Recognition Program (PRP) which took place virtually on 27 September 2023.
The program, which was one of the highlights of the month-long celebration of the 123rd Philippine Civil Service Anniversary (PCSA), featured the innovations and best practices employed by the CCB’s partner agencies to inspire fellow government workers in championing public service excellence.
CSC Chairperson Karlo Nograles stressed the importance of this recognition and emphasized its contribution to the delivery of government services.
"We are thrilled to once again showcase the facility’s decade and one-long service as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. You, along with the rest of our partner government agencies, have been the pillars of public service excellence,” he said.
The resolution rate pertains to how many complaints an agency successfully resolves in comparison to the number of complaints referred by the CCB. In cases where agencies had identical resolution rates, their ranking was further determined by taking into account the total number of days it took to resolve the complaints received.
The agencies with a resolution rate of 100% for Fiscal Year 2022 are the Social Security System, Department of Foreign Affairs, Home Development Mutual Fund, Philippine Statistics Authority, Department of Social Welfare and Development, and the Philippine National Police.
They were followed by the Bureau of Internal Revenue with 98.08%, Department of Education with 93.91%, Land Transportation Office with 92.16%, and Land Registration Authority with 84.62%.
During the program, officials and representatives from the awarded agencies shared their initiatives to pursue data-driven decision-making and promote accountability through the utilization of information and feedback derived from CCB reports.
Customer feedback and satisfaction
In her message, CSC Commissioner Aileen Lourdes Lizada extended her congratulations to the top government agencies, reaffirming that they have demonstrated that exceptional customer service can become the norm, rather than the exception.
“We do not serve for the sake of incentives or rewards. We serve because it is our sworn duty as public servants, and we are motivated by our common goal of client satisfaction. By providing citizens with tools to report feedback on government frontline services, we are able to respond not just to the needs of our stakeholders, but more importantly, promote accountability among government agencies,” said Commissioner Lizada.
CSC Commissioner Ryan Alvin Acosta noted that delivering efficient public assistance aligns perfectly with Republic Act No. 11032, or the Ease of Doing Business and Efficient Government Delivery Act of 2018.
“We hope that our collective efforts in curbing red tape, improving efficiency, and digitalizing our facilities and processes will ultimately result in the best possible quality of our services—the kind of service that has impact. We want our customers to like transacting with the government, and not to be turned off by it,” said Commissioner Acosta.
About the CCB
Established in 2012, the CCB is a pioneering government feedback mechanism instituted through valuable partnerships with the public and private sectors. The CCB is managed by the CSC Public Assistance and Information Office under the leadership of Director IV Maria Luisa Salonga-Agamata.
Director Agamata shared, “For our customers who desperately need assistance from the government – from the follow-up of your pension and release of your benefits, clarification on your taxes, correction or updates on your personal information in government documents, release of clearance, to requests for information on government services and many more, the CCB will continue to serve and assist you.”
Chairperson Nograles further announced that the CCB is in the process of enhancing and ensuring the future readiness of its contact center infrastructure. The CCB recently completed a series of benchmarking and consultation activities aimed at identifying the optimal contact center systems and practices for the digital era. Additionally, the CCB intends to modernize its customer relationship management or the CRM System and its associated hardware.
“Rest assured that the CCB is in the process of upgrading and future-proofing its contact center infrastructure to ensure that it can give the best service to the Filipino people. We once again congratulate all our honorees in this virtual program, and hope to serve with you for many years to come,” he ended.