CO-FO
Central Office
Offices
Philsys Registry Office
Services
Fraud Management and Client Management Service
Unit Division
Feedback and Grievance Division
Internal/External
External
Service Specifications
Responding to Category 1 (Simple) Feedback
This service provides responses to the public with queries or complaints that are general in nature which may be received through the official PhilSys channels. Category 1 is non-contentious feedback from clients which covers clarifications and general comments and suggestions regarding the PhilSys implementation and its services.
| Office or Division: | Feedback and Grievance Division | |
| Classification: | Simple | |
| Type of Transaction: | G2C - Government to Citizen | |
| Who may avail: | General Public | |
| CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |
| 1. Query, complaint, and/or feedback that are non-contentious and are general in nature | 1. Email: 2. Facebook page: 3. Hotline:1388 | |
| CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
| I. Email and Facebook Page | ||||
| 1. Send details of query, complaint, and/or feedback via email or Facebook page. | 1.1. Receive query, complaint, and/or feedback and request additional details if necessary. | None | 5 minutes | Public Relations Officer I |
| None | 1.2. Reply to the client based on the approved standard responses through the channel used. | None | 10 minutes | Public Relations Officer I |
| 2. Receive a response via email or Facebook page. | 2.1. Record details in the monitoring log. | None | 10 minutes | Public Relations Officer I |
| TOTAL: | None | 25 minutes | ||
| II. Hotline | ||||
| 1. Call the PhilSys hotline through 1388 and narrate details of query, complaint, and/or feedback. | 1.1. Receive call and gather basic information of the client and details of the complaint. | None (But call via mobile may cost Php 6.00-8.00/min and Php 4.00-5.00/min for landline) | 2 minutes | Call Center Agent |
| None | 1.2. Reply to the client based on the approved standard responses. | None | 2 minutes | Call Center Agent |
| None | 1.3. Summarize the call details and generate ticket number. | None | 2 minutes | Call Center Agent |
| 2. Receive response and answer the brief customer satisfaction survey. | 2.1. Request if client is willing to answer a brief customer satisfaction survey (If not willing, proceed to the next step). | None | 30 seconds | Call Center Agent |
| None | 2.2. End the call with the closing spiel. | None | 30 seconds | Call Center Agent |
| TOTAL: | None | 7 minutes | ||
| Attachment | Size |
|---|---|
 Responding to Category 1 (Simple) Feedback |
281.43 KB |