Workers Reminded on Contact Center ng Bayan as Public Feedback Mechanism
Volume XVIII No. 5 (November 8-14, 2014)
BAGUIO CITY – Assistant City Human Resource Management Officer Hilda Chapdian reminded and urged the city hall employees to be sensitive enough to attend to all clients and act on their concerns at all times during the regular flag raising ceremony at the city hall grounds last Monday.
The Civil Service Commission recently issued Memorandum Circular No. 15, series of 2014 institutionalizing the Contact Center ng Bayan (CCB) as the public feedback mechanism. Subsequently, Memorandum Circular No. 23 series of 2014, for the mandatory display of the CCB posters.
The CCB was established by the CSC and the Information and Communications Technology Office-National Computer Center (ICTO-NCC) to the support the implementation of Republic Act No. 9485 otherwise known as the Anti-Red Tape Act (ARTA) of 2007.
Its primary objective is to provide an avenue for the public to air out concerns relative to the quality of frontline service delivery by government employees and any other violations of the R.A. 9485 for solution and process improvement.
The CCB serves as a centralized contact point where all communications from the public may be logged, responded to and ultimately distributed to the different government agencies for proper handling and resolution, and follow through if needed. Also, data out of said communications can be collected, processed, and converted into useful information to assist the government in performance evaluation and to seek improvement of its system of service delivery to the people.
The CCB will operate Monday to Friday from 8 A.M. to 5 P.M. and it can be reached by SMS messages and email (hotline: 1-6565 accessible via PLDT and Smart landline nationwide; SMS/Text Access: 0908-8816565; email portal via www.contactcenterngbayan.gov.ph)./Jho Arranz