CCB, partner agencies achieve 99.90% resolution rate in first half of 2024

From January to June 2024, the Contact Center ng Bayan (CCB) facilitated 103,782 customer feedback submissions and successfully resolved 103,681 of them, 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.

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.