The CSC’s Contact Center ng Bayan (CCB) is the government’s primary feedback facility that serves as the Filipino citizen’s direct line in providing feedback on the efficiency of government service delivery.
Republic Act No. 11032 (RA No. 11032) or the Ease of Doing Business and Efficient Government Service Delivery (EODB EGSD) Act of 2018, which amended Republic Act No. 9485 (RA 9485), or the Anti-Red Tape Act of 2007 ensured that the CCB has remained as a feedback mechanism where citizens can lodge their feedback on government agencies’ quality of service delivery.
Section 8 of RA No. 11032 states that, “The head of office or agency shall be primarily responsible for the implementation of this Act and shall be held accountable to the public in rendering fast, efficient, convenient and reliable services.”
In addition, Section 2, Items (g) and (i), Rule IV (Citizen’s Charter) of the Implementing Rules and Regulations (IRR) of RA No. 11032 mandates the inclusion of the CCB in the Citizen’s Charter of all government agencies to be part of their complaints mechanism, as follows:
“g) The procedure for filing complaints in relation to the application or
x x x
i) The names and contact numbers of heads of offices involved in the
processing of the application or request and the contact information of
the Presidential Complaints Center, Complaints Action Center of the
Authority, Contact Center ng Bayan (CCB), and the feedback facility of
the CSC, where applicants or requesting parties can provide feedback
on quality of government service, shall be included.”
Further, to ensure that public feedback referred to your agency will be immediately addressed within the prescribed timeline of 3-7-20 working days provided under Section 9 of RA No. 11032.
The agency BAP and/or HRMO continues to serve as the CSC’s partners in resolving grievances against government employees for discourtesy, red tape, failure to attend to customers/act promptly on public transactions, and other similar acts. The BAP is institutionalized under the “Mamamayan Muna, Hindi Mamaya Na” government-wide campaign adopted via CSC Resolution No. 94-0523 dated 25 January 1994 and disseminated to the bureaucracy through CSC Memorandum Circular No. 3, s. 1994.
For inquiries and clarification, the CCB may be reached through Mr. Bernadict M. Antonio or Ms. Benaliza Mae T. Yumul via contact numbers (02) 8932-0111 or (02) 8931-7993, email address email@example.com, or CCB website www.contactcenterngbayan.gov.ph.