From January to June 2024, the Contact Center ng Bayan (CCB) facilitated 103,782 customer feedback and successfully resolved 103,681, representing a 99.90 percent resolution rate in collaboration with its partner government agencies.
The feedback received by the CCB consisted primarily of queries, accounting for 98.20 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.
Civil Service Commission Chairperson Karlo Nograles noted that this high resolution rate signifies the improved public assistance provided by government agencies. This development aligns with the objectives of Republic Act No. 11032, or 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.
The CSC Facebook Page remains to be the most popular access mode since last year, with 54.65 percent or 56,721 transactions of feedback being received through this platform as of June 2024.
Of the total transactions, 1,783, or 1.72 percent, involved complex issues that were forwarded to other government agencies. In contrast, 95,801 transactions, accounting for 92.31 percent, were simple concerns handled directly by CCB action officers. The remaining 6,198 transactions, representing 5.97 percent, consisted of follow-ups, replies, and additional inquiries, all of which were logged and updated in the CCB database.
Resolving complaints
Complaints on government agencies accounted for only 0.58 percent of the total number of customer feedback received within the first semester of 2024. The CCB referred a total of 543 complaints to government agencies, resulting in a collective resolution rate of 91.16 percent, with 495 complaints acted upon. Partner government agencies also achieved a compliance rate of 80.11 percent, with 435 out of 543 complaints responded to within three working days, as of 30 June 2024.
The Social Security System, the Department of Social Welfare and Development, and the Philippine National Police each achieved a complaints resolution rate of 100 percent, the highest among all agencies.
The most common customer complaints include slow processing times, unresponsiveness to requests, unclear procedures, discourteous behavior, and a lack of attention to clients during office hours.
Access modes
The CSC Facebook Page remains to be the most popular access mode since last year, with 54.65 percent or 56,721 transactions of feedback being received through this platform as of June 2024. Email follows as the second most used method, representing 32.62 percent or 33,855 transactions. Customers have also shown a preference for digital channels, with SMS accounting for only 11.19 percent, or a total of 11,613 transactions.
Non-digital methods contributed to a minimal portion of the total transactions, with printed mails comprising 0.32 percent, feedback from walk-in customers at 0.17 percent, and referrals from the Citizens’ Complaint Hotline 8888 making up 0.09 percent. Together, these non-digital channels accounted for the remaining 0.78 percent of transactions.
Customer satisfaction
The CCB attained an overall satisfaction rating of 95.11 in the first half of 2024, as reflected in the CSC’s Customer Feedback Satisfaction Survey. This survey assesses customer satisfaction based on eight quality dimensions such as responsiveness, reliability and quality of service, access and facilities, communication, costs, integrity, assurance, and outcomes.
Majority of the customers commended CCB for prompt resolution of concerns, better communication options with the facility, and the facility’s collaboration with government agencies.
