CSC contact center posts 99.69% resolution rate for 2021

Published January 22, 2022, 12:13 PM

by Dhel Nazario

Amid the coronavirus disease (COVID-19) pandemic, the Civil Service Commission’s (CSC) Contact Center ng Bayan (CCB) has posted a resolution rate of 99.69 percent.


According to CSC, this means that the CCB resolved a total of 211,726 transactions in 2021 out of a total of 212,382 transactions it received.

CSC said that CCB is a feedback mechanism where the public can request for information and assistance on government frontline service procedures, as well as report commendations, suggestions, and complaints.

CSC mentioned that of the total transactions handled by CCB, 91,768 were from emails; 86,818 from Messenger; and 32,737 from SMS—comprising the bulk at 80 percent—while the rest were from calls, printed mail, walk-in clients, and those forwarded by the Office of the President’s Complaint Center 8888 Portal.

“The CCB categorizes transactions that are acted upon as either simple or complex. Simple transactions are those that are normally resolved at the level of the CCB agents and supervisors, such as providing information on queries on government services and procedures. Complex transactions refer to matters that require involvement of other government agencies,” CSC explained.

CSC also mentioned that bulk of the transactions received were simple concerns at 146,830 (69.13 percent), which were quickly addressed by the facility, while 8,147 (3.84 percent) comprise the number of complex concerns.

Meanwhile, the remaining 57,405 (27.03 percent) consisted of messages that do not need further action, such as replies of clients and agencies, follow-ups on existing concerns, duplicate messages, and additional queries.

Per nature of the transaction, the majority consisted of queries at 203,623 (95.88 percent), while the rest were requests for assistance, complaints, commendations, and suggestions.

CBB may be reached via the following access modes:

  • SMS: 09088816565
  • Hotline 1-6565 (via PLDT landline)
  • Email address: [email protected]
  • CSC’s Facebook Messenger:
  • CCB website:

The CCB was established in 2012 through the joint initiatives of the CSC and the Department of Information and Communications Technology (formerly National Computer Center), pursuant to Republic Act (RA) No. 9485 or the Anti-Red Tape Act of 2007.