CCB Achieves Nearly Perfect Resolution Rate in Handling Public Feedback in First Half of 2024
MANILA — The Contact Center ng Bayan (CCB) has successfully resolved 99.90% of customer feedback submissions, totaling 103,681 cases, from January to June 2024. This was achieved in collaboration with various partner government agencies, demonstrating significant efficiency in public service response.
According to Philippines News Agency, the CCB processed a total of 103,782 submissions during this period, primarily dealing with queries which made up 98.20% of the feedback. Other categories included requests for assistance, complaints, commendations, and suggestions. CSC Chairperson Karlo Nograles highlighted that this high resolution rate reflects the improved public assistance capabilities of government agencies, aligning with the objectives of Republic Act No. 11032 (Ease of Doing Business and Efficient Government Service Delivery Act of 2018) and Republic Act No. 9485 (Anti-Red Tape Act of 2007). “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,” said Nograles.
The data revealed that 1,783 transactions involved complex issues requiring referral to other government agencies, while 95,801 were simpler concerns handled directly by CCB action officers. The remaining 6,198 transactions involved follow-ups and additional inquiries, all recorded and updated in the CCB database.
In terms of complaints specifically, only 0.58% of the total feedback involved grievances against government services. The CCB referred 543 complaints to relevant agencies, achieving a collective resolution rate of 91.16%. Notably, agencies such as the Social Security System, the Department of Social Welfare and Development, and the Philippine National Police each reached a 100% complaint resolution rate, standing out among all participating agencies.
The CSC also reported that the majority of feedback submissions in the first half of 2024 were received through digital channels, with the CSC Facebook Page accounting for over half of the transactions. Email and SMS followed, demonstrating a strong public preference for digital communication.
Furthermore, the CCB achieved an overall customer satisfaction rating of 95.11 in the CSC’s Customer Feedback Satisfaction Survey, which assesses various quality dimensions including responsiveness, reliability, and communication. Customers particularly commended the CCB for its prompt resolutions and effective communication, enhancing the public’s engagement with government services.