The Department of Social Welfare and Development (DSWD) has noted an increase in the number of individuals reaching out to the agency by lodging their inquiries, grievances, and other concerns through the Integrated Grievance Redress Management System (IGRMS), an agency official has reported,
Director Clarissa Lara Duran of the DSWD’s Public Relations Service (PRS), the focal office that handles the IGRMS, said on Monday (April 21) the agency has processed 16,362 tickets on various public concerns in the first quarter of 2025.
“We have received over 16,000 tickets for the first quarter this year. The number is higher than the 13,087 tickets we received in the same period in 2024. Upon quick glance at the data, normally, ang papasok sa isip ng iba, bakit tumaas? Is it because maraming nagrereklamo? But actually, it’s more than that,” Director Duran pointed out.
The increase in the inquiries, grievances, and other concerns lodged into the agency’s feedback system is seen as a reflection of the public’s growing trust on the DSWD’s grievance redress system, according to Director Duran.
“We actually take this positively dahil ibig sabihin, more people are accessing and using our grievance platforms seamlessly. ‘Yung swift action and high resolution rate natin sa mga feedback might have also played a role. The public keep on reaching out because they see that we are taking their concerns very seriously, and consistent tayo in promoting transparency and accountability across all our programs and services,” Director Duran explained.
Of the concerns raised to the Department, 8,496 were inquiries, followed by 6,732 requests for assistance, 877 grievances, 234 follow-up/suggestions/recommendations, while 23 were commendations.
The PRS director said the IGRMS, which was launched under the leadership of Secretary Rex Gatchalian, has played a critical role in easing the public’s access to the grievance system of the agency.
The DSWD’s IGRMS revolutionizes grievance management for clients with features like anonymous filing, real-time notifications, and easier tracking and monitoring of complaints.
The public may use the IGRMS link, https://i-grs.dswd.gov.ph.
“The goal of this system is to streamline our grievance process and make it more accessible for us to foster a responsive and accountable environment where every customer feedback is received and acted upon in a timely manner,” the DSWD official said.
Affirming the agency’s commitment to make its feedback system more efficient, the DSWD was recognized by the Civil Service Commission (CSC) for having the highest compliance and resolution rates for customer feedback coursed through the Contact Center ng Bayan (CCB) for the years 2022 and 2023.
The CCB is a broader platform established by the CSC to provide citizens with a direct channel to express feedback, complaints, requests for assistance, suggestions or commendations regarding service delivery. #