The Department of Social Welfare and Development (DSWD) has achieved the distinction of being first and receiving a recognition from the Civil Service Commission (CSC) for attaining the highest resolution and compliance rates for customer feedback, making it to the list of the CSC’s Contact Center ng Bayan (CCB) of Top 10 government agencies with outstanding frontline service for 2024.

This achievement signified a historic milestone for the DSWD, as it recorded a 100% resolution rate and 100% compliance rate for customer feedback for fiscal year 2023 and was hailed in CCB’s virtual awarding ceremony dubbed “2024 Contact Center ng Bayan Partner Recognition Program,” live streamed over the CSC’s Facebook account last September 27.

Strategic Communications Group (StratComm) officer-in-charge (OIC) and Agency Operations Service (AOS) Director Lara Duran represented the DSWD during the program. In a recorded message, Director
Duran thanked the CSC for the recognition and the commission’s continued support to strengthen the agency’s feedback mechanisms.

“We are very grateful to the CSC Contact Center ng Bayan, kasi yung partnership ng DSWD at ng CSC CCB, very instrumental for us in addressing complaints and grievances and yung mga concerns ng mga clients and beneficiaries namin,” Director Duran said.

Director Duran also highlighted the agency’s newly-implemented strategies and initiatives citing that the practice and application have shown positive impact on the management of customer feedback and grievances.

“In 2023, we implemented four new strategies and initiatives. First one is we assigned a grievance officer per office dito sa Central Office and per Field Office sa mga regions namin. Aside from that, we do monthly data reconciliation, so that’s the second strategy that we did. Every month, kung ano yung mga natanggap namin na mga complaints of grievances, we make sure na at par yung mga data namin doon sa mga data ng mga nasa Field Offices,” Director Duran pointed out.

These strategies on the centralized system of the central office’s feedback and grievances database are swiftly updated to sync with real time records of the Field Offices’ monitoring matrix.

“The third one is we do quarterly assessment. Nag co-congratulate kami do’n sa mga field offices, at least nabo-boost sila. And then last and most importantly, we do debriefing sessions for all of our grievance officers,” Director Duran said.

The CCB is responsible for ensuring that the different government agencies are compliant to Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 in responding to public concerns. The CCB, under the CSC, monitors the status of resolutions done by agencies.

The AOS is the primary DSWD office that handles the agency’s grievance mechanism. #

Tagalog Version

DSWD pinuri ng CSC sa pagkamit ng 100% resolution rate sa customer feedback

Pinapurihan ng Civil Servise Commission (CSC) ang Department of Social Welfare ad Development (DSWD) dahil nakamit ng ahensya ang pinakamataas na resolution and compliance rates for customer feedback.

Dahilan dito, kabilang na ang DSWD sa Top 10 government agencies na nasa listahan ng CSC Contact Center ng Bayan (CCB) na may outstanding frontline service for 2024.

Ang tagumpay na ito ng DSWD ay maituturing na ‘historic milestone’ matapos itong makapagtala ng 100% resolution rate at 100% compliance rate for customer feedback para sa taong 2023.

Isang papuri ang iginawad sa ahensya sa ginanap na CCB virtual awarding ceremony dubbed as “2024 Contact Center ng Bayan Partner Recognition Program.” Ito ay ipinalabas via live stream sa CSC FB account nitong nakaraang Biyernes (September 27).

Ni-represent ni Strategic Communications Group (StratComm) officer-in-charge (OIC) at Agency Operations Service (AOS) Director Lara Duran ang DSWD, kung saan sinabi nito sa kanyang recorded message ang pasasalamat sa iginawad na pagkilala ng CSC sa ahensya, gayundin ang patuloy na suporta na ibinibigay nito upang mas mapalakas pa ang feedback mechanism ng DSWD.

“We are very grateful to the CSC Contact Center ng Bayan, kasi yung partnership ng DSWD at ng CSC CCB, very instrumental for us in addressing complaints and grievances and yung mga concerns ng mga clients and beneficiaries namin,” sabi ni Director Duran.

Kaugnay nito, ipinagmalaki din ni Director Duran ang newly-implemented strategies and initiatives ng ahensya na nagpapakita ng positive impact sa management ng customer feedback at grievances.

“In 2023, we implemented four new strategies and initiatives. First one is we assigned a grievance officer per office dito sa Central Office and per Field Office sa mga regions namin. Aside from that, we do monthly data reconciliation, so that’s the second strategy that we did. Every month, kung ano yung mga natanggap namin na mga complaints of grievances, we make sure na at par yung mga data namin doon sa mga data ng mga nasa Field Offices,” paliwanag ni Director Duran.

Ang istratehiyang ito anya ay nasa centralized system ng DSWD central office feedback and grievances database, ito ay updated at naka-sync with real time records sa Field Offices’ monitoring matrix.

“The third one is we do quarterly assessment. Nag co-congratulate kami do’n sa mga field offices, at least nabo-boost sila. And then last and most importantly, we do debriefing sessions for all of our grievance officers,” dagdag pa ni Director Duran.

Ang CCB ay responsable sa pagtiyak na ang lahat ng mga government agencies ay sumusunod sa Republic Act No. 11032 o The Ease of Doing Business and Efficient Government Service Delivery Act of 2018 na tumutugon sa mga public concerns. Ang CCB na nasa ilalim ng CSC, at in-charge sa monitoring ng status of resolution sna ginagawa naman ng mga ahensya ng gobyerno.

Ang AOS naman sa kabilang banda ang pangunahing tanggapan ng DSWD na humahawak sa grievance mechanism ng ahensya. #