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Manila Bulletin devider Philippines devider National devider Slow processing, unresponsiveness, discourteous behavior among top complaints on gov't — CSC

Slow processing, unresponsiveness, discourteous behavior among top complaints on gov't — CSC

Published Aug 12, 2024 08:42 am

The Civil Service Commission (CSC) reported slow processing times, unresponsiveness, and disrespectful conduct as among the top complaints from citizens on government agencies, based on the data from its helpdesk, Contact Center ng Bayan (CCB).

In a statement on Monday, Aug. 12, CSC said the most common complaints received by CCB include slow processing times, unresponsiveness to requests, unclear procedures, discourteous behavior, and lack of attention to clients during office hours.

However, complaints on government agencies represented just 0.58 percent of all customer feedback in the first half of 2024, it said.

The CCB referred 543 such complaints to various government agencies, with a resolution rate of 91.16 percent, addressing 495 of these issues.

CSC said government agencies achieved an 80.11 percent compliance rate, responding to 435 complaints within three working days as of June 30.

Notably, the Social Security System, the Department of Social Welfare and Development, and the Philippine National Police each achieved a 100 percent resolution rate for complaints.

Almost 100% resolution rate for customer feedback

Overall, CSC said all agencies achieved a 99.9 percent resolution rate for 103,782 customer feedback submissions from January to June.

CSC said the feedback received by the CCB primarily consisted of queries, making up 98.2 percent of total submissions.

Additional categories included requests for assistance at 1.11 percent, complaints at 0.58 percent, commendations at 0.09 percent, and suggestions at 0.02 percent.

CSC Chairperson Karlo Nograles attributed the high-resolution rate to improved public assistance and alignment with the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.

“This impressive achievement in addressing citizen feedback reflects our strong commitment to advancing public service and demonstrates the effective collaboration between the CCB and our government partners. We will remain proactive in following up on the remaining cases to ensure that all concerns are fully addressed,” he added.

Of the total transactions, 1,783 (1.72 percent), involved complex issues referred to other government agencies, while 95,801 (92.31 percent), were simple concerns handled directly by CCB action officers.

The remaining 6,198 transactions (5.97 percent) comprised follow-ups, replies, and additional inquiries, all of which werelogged and updated in the CCB database.

Related Tags

chairperson karlo nograles Civil Service Commission Contact Center ng Bayan (CCB)
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