DFA Among Government Agencies with Highest Complaint Resolution Rate for FY2022

(Ms. Rose Thea Salazar & Mr. John Vincent Cardenas from Contact Center ng Bayan and Assistant Secretary Henry S. Bensurto, Jr. of the Office of Consular Affairs, Photo Courtesy of OCA)

MANILA 18 October 2023 – The Department of Foreign Affairs (DFA) has once again proven its commitment to excellence in public service by securing the second spot among the government agencies with the highest complaints resolution rate for fiscal year 2022. This impressive achievement, awarded by the Civil Service Commission’s (CSC) Contact Center ng Bayan (CCB), underscores the DFA’s dedication to addressing citizen concerns efficiently and effectively.

The CSC Contact Center ng Bayan (CCB) is a vital channel for citizens to voice their concerns and complaints about government agencies. It serves as a bridge between the public and government bodies, ensuring that grievances are heard and resolved promptly.

Several key factors have contributed to the DFA’s success in achieving this notable ranking:

1. Digital Transformation: The DFA has embraced digital transformation initiatives to enhance its efficiency. This includes the implementation of an online appointment system, which has significantly reduced the waiting time for passport applications and other consular services.

2. Enhanced Communication: The DFA has prioritized open communication with the public. They have established multiple channels for citizens to voice their concerns and provide feedback, making it easier for the department to address issues promptly.

3. Professional Training: The DFA invests in continuous training for its staff to ensure they are equipped with the necessary skills to handle complaints and grievances effectively. This commitment to professional development has played a pivotal role in achieving high-resolution rates.

4. Transparency: The DFA has adopted a policy of transparency in handling complaints. This includes providing clear guidelines for submitting complaints, tracking the progress of complaints, and ensuring that complainants receive timely updates on the status of their cases.

This remarkable achievement is a testament to the Department’s commitment to serve the Filipino people diligently. Further, this accomplishment is not an isolated incident but rather the result of sustained efforts to improve and streamline the complaint resolution process.

Through digital transformation, enhanced communication, professional training, and a commitment to transparency, the DFA has not only resolved complaints but also strengthened its bond with the public. As we move forward, the DFA’s determination to provide exceptional service remains unwavering, ensuring that the needs and concerns of the Filipino people are met with efficiency and care.

The rankings of government agencies that have excelled in addressing citizen complaints were made public in December 2022 through the CCB official page. Meanwhile, the awarding of the top ten (10) agencies was held virtually on 27 September 2023 in time for the celebration of 123rd Philippine Civil Service Anniversary. And on 03 October 2023, the certificate of recognition was turned over by representatives from CCB and received by Assistant Secretary Henry S. Bensurto, Jr. of the Office of Consular Affairs. END

(CCB Representatives with the OCA Officers and Staff of the Client's Concern Unit, Photo Courtesy of OCA)