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Public Administration News  
The Philippines Opens Govt Call Centre
Source: futuregov.asia
Source Date: Friday, September 28, 2012
Focus: Institution and HR Management
Country: Philippines
Created: Oct 09, 2012

Six government agencies collaborated to launch a government call centre dubbed as “Contact Center ng Bayan” (The Nation’s Call Centre), which aims to serve as a place where citizens can gain access to information and voice their queries, complaints, concerns and recommendations on various public services.

The participating agencies are the Bureau of Internal Revenue, Civil Service Commission, Department of Health, Department of Trade and Industry, National Computer Centre and the Philippine Health Insurance Corporation.

According to Civil Service Commission chairman Francisco Duque III, the contact centre is not only a tool to address the citizenry’s concerns but also a mechanism where the public can contribute to achieving quality public service.

A contact centre can transform a citizen’s experience of interacting with the government by offering a simple and clear point of access for information.

In addition, it eliminates the need for citizens to travel to the government agency for clarifications they may need on certain services.

The contact centre can be reached by dialing 1-6565 using PLDT and Digital landlines within the Philippines, and is only available from Monday to Friday at 8 am to 5pm.

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