The Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC) is set to award 10 government agencies with excellent frontline service in the virtual CCB Partner Recognition Program on September 27, 2024.
As part of the celebration of the 124th Philippine Civil Service Anniversary, during its fourth week or the Linggo ng Paglilinang ng Yamang Tao, the CCB will honor its Bilis Aksyon Partners that attained the highest resolution and compliance rates for customer feedback and complaints in fiscal year 2023.
“The CSC will again put the spotlight on the Top 10 Bilis Aksyon Partners that collaborated with the CCB to swiftly resolve customer feedback and complaints lodged through the government’s feedback facility.”
“On its third year of conduct, the CSC will again put the spotlight on the Top 10 Bilis Aksyon Partners that collaborated with the CCB to swiftly resolve customer feedback and complaints lodged through the government’s feedback facility. We want to show how the CCB empowers government agencies to continuously assess, improve, and streamline their systems and processes to ensure quality customer experience,” CSC Chairperson Karlo Nograles said.
The awards to be given in the virtual recognition program are:
• Award for Highest Number of Customer Feedback Received with Highest Resolution Rate;
• Award for Highest Resolution and Compliance Rates for Customer Feedback;
• Award for Highest Resolution and Compliance Rates for Complaints; and
• Award for Swift Resolution of Complaints.
“Customer feedback” pertains to simple and complex transactions facilitated in the form of negative feedback, comments, query, request for information, or suggestions received through the CCB’s various channels.
On the other hand, “resolution” refers to actions on feedback in compliance with the number of days required under Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.
Meanwhile, “complaints” are reports against a government office or agency, which failed to meet service delivery expectations such as slow processing of transactions, failure to act on requests, and failure to respond to letters.
The virtual program will also showcase the top performing agencies’ best practices and improvements, digitalized services, and the benefits of their partnership with the CCB.
“I invite government agencies and civil servants to watch the virtual program by organizing watch parties in their offices and engaging in the live comments.”
Nograles invited government agencies and civil servants to watch the virtual program by organizing watch parties in their offices and engaging in the live comments.
The CCB Partner Recognition Program will be streamed live on September 27 at 2 p.m. via the CSC’s Facebook Page and YouTube channel.
About the CCB
Established in 2012, the CCB serves as a public feedback mechanism of the CSC. It aims to promote accountability among government agencies by providing citizens with tools to report feedback on government frontline services.
The CCB may be reached through short messaging service 0908-881-6565, via email@contactcenterngbayan.gov.ph, www.contactcenterngbayan.gov.ph, and through the CSC’s social media channels.
