Contact Center ng Bayan leads toward better governance

By Marlon A. Loterte

LEGAZPI CITY, Nov 1 (PIA) -- A direct access channel for airing complaints, concerns, feedback and recommendations to government agencies is now possible with the launch of the Contact Center ng Bayan (CCB) of the Civil Service Commission (CSC).

For the program’s initial implementation, Contact Center ng Bayan places allows one loop access to six participating agencies – Bureau of Internal Revenue, CSC, Department of Health, Department of Trade and Industry, National Computer Center, and the Philippine Health Insurance Corporation.

The program will also provide information on the services and basic policies of the said agencies.

The creation of the contact center is anchored on the Anti-Red Tape Act of 2007, a law which aims to improve public service delivery.

The public can access the center by dialing 1-6565 using PLDT and Digitel landlines nationwide. Five pesos plus VAT will be charged per call. CCB agents will attend to client concerns Monday to Friday from 8 a.m. to 5 p.m.

CCB is not only a tool to address the citizens’ concerns but also a mechanism where the public can contribute in achieving quality public service.

The CCB will not only provide general information on the policies and procedures of participating agencies. It will also act as a two-way platform that will allow the public to express their feedback and complaints on the quality of front line public service delivery.

Other contact channels such as email and SMS Text will be developed and implemented within the next three months.

Also in the offing are the other components of the CCB that include website, interactive voice response system, contact center agents, customer relationship management system, review and utilization of the analytic, and special action team. (MAL-PIA5,Albay)