Civil Service Commission (CSC) Chairperson Karlo Nograles has pledged his agency’s full cooperation and support for the Philippine Development Plan (PDP) 2023-2028 and the attainment of good governance goals.
In a statement on Thursday, Feb. 9, Nograles said that the CSC’s mandate is aligned with Chapter 14 of the new PDP, which talks about the bureaucracy’s bid to practice open, efficient, and accountable governance.
“Guided by a new organizational strategy, the CSC is committed and fully prepared to take an active role in improving governance and bureaucratic efficiency by empowering civil servants and government agencies,” said Nograles.
He stressed that effective human resource and organization development (HR and OD) in the public sector is a critical foundation for the achievement of the entire socioeconomic agenda.
“Layunin ng CSC na mapabuti ang pamamahala at pangangalaga sa ating mga kawani ng pamahalaan, sapagkat sila ang ating inaasahan na gumawa ng mahahalagang programa at magbigay ng mahusay na serbisyo para sa taumbayan,” he said.
Mentioned in the PDP 2023-2028 as one of the measures to increase public accountability is the CSC’s Contact Center ng Bayan (CCB), a facility that receives queries, complaints, requests for assistance, messages of commendation or appreciation, and suggestions about government services.
“Providing customer-centered services remains a top priority of the Commission thru the CCB. Sa katunayan, isang dekada na itong nagsisilbi bilang tulay sa pagitan ng mga mamamayan at mga ahensya ng pamahalaan upang maisaayos ang mga problema tungkol sa kanilang serbisyo,” he said.
For 2022, the CCB recorded a total of 134,638 feedback, of which 134,504 or 99.90 percent has been resolved.
During this period, CCB clients sent their feedback through email sent to email@example.com (58,473 or 43.43%); through CSC’s official Facebook page at www.facebook.com/civilservicegovph (52,408 or 38.92%); and through SMS sent to 0908-8816565 (22,733 or 16.88%).
Meanwhile, 500 of client feedback on CSC services, which came from the Citizens’ Complaint Center Hotline 8888, were endorsed to the CCB, resulting in a 98.20% resolution rate. In terms of complaints, the CCB achieved a resolution rate of 93.50% (1,397 resolved versus 1,494 total received). The most common complaints against government agencies in 2022 were slow to process, discourtesy, poor service/facility, failure to act on requests, and unattended hotline numbers.
Meanwhile, Nograles stated that digital transformation would be a significant undertaking of the CSC in the next few years. This is aligned with one of the strategies identified in the PDP 2023-2028 which is to accelerate digital transformation in government by strengthening its legal and institutional framework, adopting paperless, cashless, and data-empowered transactions at all levels, and developing civil service capacity for implementation.
It can be recalled that the CSC recently completed Internal Civil Service Eligibility Verification System (iCSEVS), allowing any civil service eligible to request and secure their Certification of Eligibility and its authenticated copies in any of CSC’s 16 Regional Offices, regardless of where they took the examination.
Also, underway is the External Civil Service Eligibility Verification System (eCSEVS) which will allow the public to view from the CSC website the type of eligibility obtained by an individual. This web application is expected to be available within the year.
The CSC, through the Civil Service Institute, is also offering courses on digital leadership to prepare public sector leaders and managers in navigating changes and embracing new tools in this digital era.