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DPWH tops gov't agencies in responding to public complaints

Philippines | National

DPWH tops gov't agencies in responding to public complaints

By Jun Marcos Tadios

The Department of Public Works and Highways (DPWH) has emerged as the top government agency to respond to public complaints.

The recognition was awarded to DPWH during the 10th Anniversary Virtual Summit by the Civil Service Commission’s (CSC’s) Contact Center ng Bayan (CCB) held on Tuesday, Sept. 27.

photo: DPWH

In the virtual summit with the theme CCB: Isang Dekada ng Paglilingkod, the CSC honors top government agencies in terms of performance in extending resolution for complaints.

‘Contact Center ng Bayan’ established in 2012, is among the complaint mechanism managed by the DPWH Stakeholders Relations Service.

Following the Inter-Agency Task Force on the Harmonization of National Government Performance Monitoring, Information, and Reporting Systems (IATF AO25) Memorandum Circular No. 2021-1, CCB’s report on complaints resolution rate is one of the validation criteria for the annual Performance Based Bonus from FY2021 onwards.

CCB is mandated under the Republic Act No. 9485, also known as the Anti-Red Tape Act of 2007.

Republic Act No. 11032 (RA 11032) or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 also requires the inclusion of the CCB as part of the complaints mechanism in the Citizen’s Charter of every government agency.

Other CSC awardees are Metropolitan Manila Development Authority (MMDA), Philippine Overseas Employment Administration (POEA), Department of Labor and Employment (DOLE), Department of Foreign Affairs (DFA), Bureau of Immigration (BI), Philippine National Police (PNP), Land Transportation Franchising and Regulatory Board (LTFRB), Local Water Utilities Administration (LWUA), and Bureau of Customs (BoC).

The CSC event is part of the activities lined up for celebrating the 122nd Philippine Civil Service Anniversary this September.

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