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Manila Bulletin devider Philippines devider National devider These are the agencies with the highest complaints resolution rates in 2022

These are the agencies with the highest complaints resolution rates in 2022

Published Oct 3, 2023 12:39 am
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(Civil Service Commission / Facebook)

The Civil Service Commission’s (CSC) “Contact Center ng Bayan” has honored the top 10 government agencies for achieving the highest resolution rates for Fiscal Year 2022.

The resolution rate measures the number of complaints an agency resolves compared to the number referred by the CCB.

If agencies have identical resolution rates, their ranking is determined by the total number of days it takes to resolve the complaints.

The Social Security System, Department of Foreign Affairs, Home Development Mutual Fund, Philippine Statistics Authority, Department of Social Welfare and Development, and Philippine National Police have a resolution rate of 100 percent for 2022, followed by the Bureau of Internal Revenue (98.08 percent), Department of Education (93.91 percent), Land Transportation Office (92.16 percent), and Land Registration Authority (84.62 percent).

During the CCB Partner Recognition Program, officials and representatives from the awarded agencies shared their initiatives to pursue data-driven decision-making and promote accountability through the utilization of information and feedback derived from CCB reports.

The program is part of the 123rd Philippine Civil Service anniversary celebration, showcasing the innovations and best practices of these agencies.

CSC Chairperson Karlo Nograles emphasized the significance of this recognition and its contribution to the delivery of government services.

“We are thrilled to once again showcase the facility’s decade and one-long service as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. You, along with the rest of our partner government agencies, have been the pillars of public service excellence,” he said during the virtual program on Sept. 27.

CSC Commissioner Aileen Lourdes Lizada also extended her congratulations to the top government agencies, reaffirming that they have demonstrated that exceptional customer service can become the norm, rather than the exception.

“We do not serve for the sake of incentives or rewards. We serve because it is our sworn duty as public servants, and we are motivated by our common goal of client satisfaction. By providing citizens with tools to report feedback on government frontline services, we are able to respond not just to the needs of our stakeholders, but more importantly, promote accountability among government agencies,” she said.

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