One of the government's major feedback facilities, the Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC) will be celebrating its 10th year, showcasing its accomplishments in a virtual summit on Sept. 27.
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.
CSC said that it will also feature messages from President Ferdinand R. Marcos Jr. and Vice President Sara 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 and the CSC Facebook Page. At the same time, 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 (www.facebook.com/civilservicegovph) and YouTube Channel (www.youtube.com/cscphmedia), and Radio Television Malacañang’s official Facebook Page (https://www.facebook.com/rtvm.gov.ph).
It is part of the activities lined up for the celebration of the 122nd Philippine Civil Service Anniversary this September.
According to the CSC, 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 [email protected], 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 percent and a resolution rate of 91.87 percent for complaints. From January to June 2022, CCB processed 72,119 transactions, or an average of 546 transactions per day.