CSC contact center gets 99.81% resolution rate based on public feedback


The Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC) posted 99.81 resolution rate on feedback received from public.

“Providing customer-centered services remains a top priority of the Civil Service Commission (CSC) thru the Contact Center ng Bayan (CCB). The notable high use of the CCB as the go-to feedback facility—as shown by the number of transactions being facilitated—is a symbol of the citizens’ enduring high trust on the CSC as an institution and of our brand of service.”

CSC Chairperson Karlo Nograles said that From 1 January to 30 November 2022, the CCB received a total of 126,375 transactions, which includes complaints, requests for assistance, messages of commendation or appreciation, queries, and suggestions. At the end of said period, 126,140 have been already resolved.

The CCB is mandated to provide the public with information and assistance on government services and procedures through text messaging (SMS) service, email, website, hotline, and the CSC Facebook Page. From January to November 2022, the CSC Facebook Page emerged as the most preferred channel with 40.31% or 50,936 feedback received via the channel. Next is email sent via [email protected] with 42.13% or 53,245 transactions, followed by SMS sent to 0908-8816565 with 21,267 or 16.83%.

Meanwhile, the Citizen’s Complaint Center Hotline 8888 referred to the CCB a total of 461 concerns pertaining to CSC services, for which the facility achieved a 98.04% resolution rate.

“Every feedback received by the CCB serves as a challenge for government agencies to continuously provide excellent service. Notably, several of them were able to attain a high resolution rate, which exemplifies government agencies’ collective commitment to provide excellent customer experience," Nograles said.

The CSC chief cited the most responsive agencies in 2022 in terms of acting on all feedback received. These include the Home Development Mutual Fund (HDMF), Department of Social Welfare and Development (DSWD), Government Service Insurance System, Bureau of Internal Revenue (BIR), Philippine National Police, Overseas Workers Welfare Administration, Social Security System (SSS), Philippine Postal Corporation, Department of Health (DOH), and the Department of Foreign Affairs (DFA).

In terms of complaints, the CCB achieved a resolution rate of 92.06%, with 1,299 out of 1,411 complaints already resolved. The most common complaints against government agencies in 2022 were still on slow process, discourtesy, poor service/ facility, failure to act on request, and unattended hotline numbers.

The top ten agencies with the most number of complaints in 2022 are the Department of Education, Land Transportation Office, DOH, SSS, BIR, DFA, Land Registration Authority, HDMF, DSWD, and the Philippine Statistics Authority. However, the CSC also noted that two of them were able to resolve 100% of the concerns: the HDMF and the DSWD.

“Nananawagan ang CSC sa iba’t ibang ahensya ng gobyerno na pairalin at paigtingin ang feedback mechanism at pakikinig sa hinaing ng ating mga kababayan. Taun-taon, ito ang gawin nating regalo sa kanila—ang mas mabilis at mas mahusay na serbisyo publiko,” Chairperson Nograles said.

He reminded government offices that under Section 30 of the Implementing Rules and Regulations of Republic Act. No. 11032 (Ease of Doing Business and Efficient Government Service Delivery Act), the CCB, as the feedback facility of the CSC, shall be part of the complaints mechanism under the Citizen’s Charter of all government agencies.