News : Contact Center ng Bayan Continues to Accept Public Service Complaints
Manila, Philippines, Dec, 2017 -- Citizens who need assistance with government frontline services or who experience poor service may turn to the Contact Center ng Bayan (CCB) for help.
The CCB accepts queries, complaints, requests for assistance, and other types of feedback on government frontline services. The public may reach the CCB by calling 1-6565, sending a text message to 0908-8816565, or an email to firstname.lastname@example.org.
The facility currently runs from Monday to Friday, 6 a.m. to 11 p.m. Starting January 3, 2018, the CCB can be reached Mondays thru Fridays from 6 a.m. to 9 p.m.
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The CCB handled a total of 158,399 calls from the public giving feedback on government frontline services in 2017.
From January 1 to November 3, 2017, the CCB handled 62,661 queries, 34,001 complaints, 16,707 requests for assistance, 864 suggestions, and 325 expressions of commendation or appreciation regarding the various services of government agencies.
Of the tickets created from these calls, 65.18 percent or 19,720 tickets were about alleged violations of Republic Act (RA) No. 9485 or the Anti-Red Tape Act (ARTA) of 2007. Bulk of these calls dealt with slow processing, unclear procedures, unattended hotline numbers, discourtesy of frontline service staff, and failure to act on requests.
Government agencies with the most ARTA-related reports are the Social Security System (SSS), Land Transportation Office (LTO), Home Development Mutual Fund (HDMF), Department of Foreign Affairs (DFA), and Bureau of Internal Revenue (BIR), all of which are agencies with high volume of transactions daily.
The CCB, a contact center facility being managed by the Civil Service Commission (CSC) since 2012, temporarily serviced the President’s 8888 Citizens’ Complaint Hotline from August 1, 2016 until November 3, 2017, after which it was transferred under the management of the Office of the Cabinet Secretary.
In its 15-month operation of the hotline, the CCB attended to 213,142 calls or an average of 473 calls per day.
Posted by Veronica Silva Cusi, news correspondent
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About Contact Center ng Bayan:
The Contact Center ng Bayan (CCB) is conceived to be the Philippine Government’s main helpdesk where citizens, civil society organizations and other entities can voice their complaints and concerns with government agencies and gain access to information.
Published: Monday, January 1, 2018
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