The Department of Public Works and Highways (DPWH) was recognized as the top government agency during the Civil Service Commission’s (CSC’s) Contact Center ng Bayan (CCB) 10th Year Anniversary Virtual Summit recently.
‘Contact Center ng Bayan’, since it was established in 2012, is among the complaint mechanisms being managed by the DPWH Stakeholders Relations Service.
In the virtual summit with the theme, “CCB: Isang Dekada ng Paglilingkod,” the CSC honored the top government agencies with DPWH emerging as the Top 1 in terms of resolution rate for complaints for the past decade.
Other CSC awardees are MMDA, POEA, DOLE, DFA, BI, PNP, LTFRB, LWUA and BOC.
Other CSC awardees are Metropolitan Manila Development Authority, Philippine Overseas Employment Administration, Department of Labor and Employment, Department of Foreign Affairs, Bureau of Immigration, Philippine National Police, Land Transportation Franchising and Requlatory Board, Local Water Utilities Administration, and Bureau of Customs.
CCB was anchored on Republic Act No. 9485, also known as the Anti-Red Tape Act of 2007. Republic Act No. 11032 (RA 11032) or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 also requires the inclusion of the CCB as part of the complaint mechanism in the Citizen’s Charter of every government agency.
The CCB’s report on complaints resolution rate is now one of the validation criteria for the grant of the annual Performance Based Bonus.
The CCB’s report on complaints resolution rate is now one of the validation criteria for the grant of the annual Performance Based Bonus from FY2021 onwards, in accordance with the Inter-Agency Task Force on the Harmonization of National Government Performance Monitoring, Information, and Reporting Systems (IATF AO25) Memorandum Circular No. 2021-1.
The CSC event is part of the activities lined up for the celebration of the 122nd Philippine Civil Service Anniversary this September.
