“Providing customer-centered services remains a top priority of the Commission thru the CCB. Sa katunayan, isang dekada na itong nagsisilbi bilang tulay sa pagitan ng mga mamamayan at mga ahensya ng pamahalaan upang maisaayos ang mga problema tungkol sa kanilang serbisyo (Providing customer-centered services remains a top priority of the Commission through the CCB. In fact, it has been serving as a link between citizens and the government agencies for a decade to resolve problems regarding their services),” he said.
The CCB recorded a total of 134,638 feedback, of which 134,504 or 99.90% has been resolved in 2022.
During this period, CCB clients have sent their feedback through:
· email sent to email@contactcenterngbayan.gov.ph (58,473 or 43.43%);
· CSC’s official Facebook page at www.facebook.com/civilservicegovph (52,408 or 38.92%); and
· SMS sent to 0908-8816565 (22,733 or 16.88%)
Moreover, at least 500 of client feedback on CSC services, which came from the Citizens’ Complaint Center Hotline 8888, were endorsed to the CCB, resulting in a 98.20% resolution rate.
In terms of complaints, the CCB achieved a resolution rate of 93.50% or 1,397 resolved complaints versus 1,494 total received. The most common grievances against government agencies in 2022 were on slow process, discourtesy, poor service/facility, failure to act on requests, and unattended hotline numbers.
On digital transformation
Nograles sees that digital transformation will be a major undertaking of the CSC in the next few years. This is aligned with one of the strategies identified in the PDP 2023-2028 which is to accelerate digital transformation in government by strengthening its legal and institutional framework, adopting paperless, cashless, and data-empowered transactions at all levels, and developing civil service capacity for implementation.
“Sa mga darating na panahon, maaasahan ng publiko na magiging mas mabilis, mas simple, at mas maayos ang mga serbisyo ng CSC sa tulong ng mga naaangkop na digital systems and technologies (In the near future, the public can expect CSC services to be faster, simpler, and better with the help of appropriate digital systems and technologies),” he added.
It can be recalled that the CSC recently completed Internal Civil Service Eligibility Verification System (iCSEVS), allowing any civil service eligible to request and secure their Certification of Eligibility and its authenticated copies in any of CSC’s 16 Regional Offices, regardless of where they took the examination.
Also underway is the External Civil Service Eligibility Verification System (eCSEVS) that will allow the public to view from the CSC website the type of eligibility obtained by an individual. This web application is expected to be available within the year.
The CSC, through the Civil Service Institute, is also offering courses on digital leadership to prepare public sector leaders and managers in navigating changes and embracing new tools in this digital era. (CSC/PIA-NCR)
