HIGHEST COMPLAINT RESOLUTION RATE. Civil Service Commission Public Assistance and Information Office Director Maria Luisa Agamata (2nd from right) awards a certificate of recognition to the Department of Social Welfare and Development (DSWD) represented by Assistant Secretary for Strategic Communications and DSWD spokesperson Romel Lopez (2nd from left) at the DSWD Central Office in Batasan, Quezon City on Oct. 2, 2023. The DSWD was recognized for achieving a 100-percent resolution rate on complaints coursed through CSC’s Contact Center ng Bayan. (Photo courtesy of DSWD)

MANILA – The Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC) has recognized the leading 10 government agencies for achieving the highest resolution rates in the CCB Partner Recognition Program (PRP).

The resolution rate pertains to how many complaints an agency successfully resolves in comparison to the number of complaints referred by the CCB.

In cases where agencies had identical resolution rates, their ranking was further determined by taking into account the total number of days it took to resolve the complaints received.

According to a CSC news release on Wednesday, the agencies with a resolution rate of 100 percent for 2022 are the Department of Social Welfare and Development (DSWD), Social Security System (SSS), Department of Foreign Affairs (DFA), Home Development Mutual Fund (Pag-IBIG Fund), Philippine Statistics Authority (PSA) and the Philippine National Police (PNP).

They were followed by the Bureau of Internal Revenue (BIR) with 98.08 percent, Department of Education (DepEd) with 93.91 percent, Land Transportation Office (LTO) with 92.16 percent, and Land Registration Authority (LRA) with 84.62 percent.

The recognition awards, which took place virtually on Sept. 27, was one of the highlights of the month-long celebration of the 123rd Philippine Civil Service Anniversary.

During the program, officials and representatives from the awarded agencies shared their initiatives to pursue data-driven decision-making and promote accountability through the utilization of information and feedback derived from CCB reports.

In a statement, CSC Chairperson Karlo Nograles stressed the importance of this recognition and emphasized its contribution to the delivery of government services.

“We are thrilled to once again showcase the facility’s decade and one-long service as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery. You, along with the rest of our partner government agencies, have been the pillars of public service excellence,” he said.

He also announced that the CCB, which was established in 2012, is in the process of enhancing and ensuring the future readiness of its contact center infrastructure.

The CCB recently completed a series of benchmarking and consultation activities aimed at identifying the optimal contact center systems and practices for the digital era.

Additionally, the CCB intends to modernize its customer relationship management or the CRM System and its associated hardware.

“Rest assured that the CCB is in the process of upgrading and future-proofing its contact center infrastructure to ensure that it can give the best service to the Filipino people. We once again congratulate all our honorees in this virtual program, and hope to serve with you for many years to come,” Nograles said. (PNA)