The Civil Service Commission's Contact Center ng Bayan (CCB) has been cited in the President's Penultimate Report to the People (2016-2020) as one of the mechanisms through which the government has effectively responded to public concerns.
The report states that the Commission has been working closely with the Anti-Red Tape Authority "to ensure that mounting public complaints on unsatisfactory government services are properly and expeditiously addressed and resolved, including initiating investigation and filing of cases against violators."
Amid the global pandemic, the CCB has remained fully operational, posting a 97.91% resolution rate in 2020. It acted on 96,613 out of 98,675 received tickets requiring action.
Majority or 91.78% of the transactions were queries from clients with a total of 90,563; requests for assistance with 4,813 or 4.88%; 2,462 or 2.50% were complaints; 711 or 0.72% were commendations; and 126 translating to 0.13% were suggestions.
The facility is currently housed at the Public Assistance and Information Office, CSC Central Office, Quezon City.